Healthcare worker role and responsibilities

Supporting senior staff with clinical tasks in a Health and Wellbeing setting requires a healthcare worker to demonstrate competence, professionalism, and a dedication to patient care. These responsibilities are the heart of providing exceptional care and maintaining the well-being of elderly individuals. By actively engaging in clinical duties and collaborating seamlessly with senior staff, support workers ensure that residents receive the highest level of attentive and compassionate attention.

The core responsibilities of a support worker include:

• maintaining accurate documentation
• assisting with patient comfort
• monitoring and managing medical equipment
• collaborating in interdisciplinary teams
• continuously improving knowledge and skills
• providing compassionate care
• prioritising and maintaining patient safety
• effective and efficient communication.

Activity - Case studies

Read the scenario and answer the multiple-choice questions that follow:

Scenario 1

As an aged care support worker, Jake, is assisting Mrs. Lee, a resident with limited mobility, during her daily routine. While helping her transfer from the bed to her wheelchair, Jake notices an electrical cord that could potentially cause a tripping hazard. Jake promptly secures the cord and ensures Mrs. Lees' safe movement. He then informs the senior staff about the situation, ensuring that the environment remains free from risks.

Scenario 2

In an aged care facility, Talia, an experienced support worker, is part of a team caring for Mr. Anderson, who has complex medical needs. During a team meeting, Talia actively engages with nurses, therapists, and social workers to discuss Mr. Anderson's progress and plan his care. She shares insights from her interactions with him, including his preferences and any changes she's noticed. Together, they develop a comprehensive care plan that addresses his physical, emotional, and social needs, ensuring a holistic approach to his well-being.

Scenario 3

In an aged care facility, Mark, a dedicated support worker, notices that Mr. Rua, a resident, appears to be feeling down. Mark takes the time to sit with Mr. Rua, engaging in a friendly conversation. He learns that Mr. Rua’s daughter, Mya, is unable to visit due to work commitments. Mark offers to set up a video call with Mya so they can connect virtually. Mr. Rua’s face lit up during the call the call brings a sense of warmth and comfort to both Mr. Rua and Emily.

In any health or wellbeing setting, it's essential for all workers to uphold ethical and professional standards. This is especially true for individuals who form part of a diverse multidisciplinary team. Each adhering to the relevant codes of practice based on their work context. For example; Nurses adhere to the Tikanga Whanonga / Code of Conduct for nurses. In New Zealand, the majority of professions and organisations adopt specific codes of ethics, outlining a set of values that reflect the ethical principles guiding their operations. These values are often outlined in the organisation's mission statement or integrated within their policies and procedures. No matter your role in Health and Wellbeing services, certain laws must be followed, like:

• Health and Disability Commissioner (Code of Health and Disability Services Consumers' Rights) Regulations 1996
• Privacy Act 2020
• Ngā Paerewa Health and Disability Services Standard
• Distinct independent codes of ethics tailored to each organisation (encompassing philosophy, policies, procedures, and codes of conduct).

When working as a healthcare worker, you need to be aware of the person's rights you are caring for.

In New Zealand, the Code of Health and Disability Services Consumers' Rights outlines ten rights protecting individuals receiving health and disability services.

The Codes’ purpose is to:

• inform consumers how they can expect to be treated when they receive a health or disability service
• tell the providers the things they need to do when they provide a service
• set out the procedure for a consumer to make a complaint and for the provider to respond to the complaint.

These rights are:

• Right to be treated with respect
• Right to freedom from discrimination, coercion, and harassment
• Right to dignity and independence
• Right to services of an appropriate standard
• Right to effective communication
• Right to be fully informed
• Right to make an informed choice and give informed consent
• Right to support
• Right to complain
• Right to compensation.

These rights are legally enforceable and aim to ensure that individuals receive safe, respectful, and high-quality healthcare services in New Zealand.

Activity - True or False?

Let’s take a closer look at two professional boundaries you adhere to as a support worker.

• Informed consent
• Confidentiality

Informed consent involves engaging in discussions and asking questions until you have sufficient understanding to make informed decisions regarding your healthcare choices. This encompasses the freedom to decline proposed treatments (like medication) or procedures (such as surgery). To grant informed consent, you should have a comprehensive grasp of your condition, as well as the suggested treatment or procedure, presented to you in a clear and comprehensible manner. If required, interpretation services should be available. Additionally, you're entitled to the presence of a support person during these discussions.

Activity - Read

Access the following link and answer the questions that follow.

Informed consent | Healthify

Confidentiality

Maintaining confidentiality as a support worker role involves safeguarding any information obtained from or shared by clients. This information is kept private unless the client provides written or verbal consent.

Personal details about clients may include:

• Address or birthdate
• Sensitive health-related details
• Care or treatment plans
• Information shared during interactions

While discussing matters with colleagues, peers, or supervisors may be necessary at times, it must be conducted respectfully and appropriately.

Ways to uphold patient confidentiality as a support worker include:

• Staying updated on privacy and confidentiality laws, including the Privacy Act 2020, through regular training.
• Adhering to your organisation's confidentiality agreements and policies.
• Using secure methods for information storage and maintaining proper security measures.

In practice 

In an aged care facility, Selini, is responsible for assisting Mrs. Johnson, a resident dealing with some private health concerns. During a one-on-one conversation, Mrs. Johnson hesitates and expresses her embarrassment about her issues with incontinence. Understanding the sensitivity of the matter, Sarah warmly reassures Mrs. Johnson that her privacy and dignity will be respected. She explains that the information shared will be kept confidential and only discussed with the relevant healthcare professionals directly involved in Mrs. Johnson's care. Sarah encourages Mrs. Johnson to openly discuss her concerns, assuring her that addressing these matters will contribute to her overall well-being. Mrs. Johnson visibly appreciates Sarah's empathetic approach and begins to share her worries more openly.

Supporting your own health is an integral and essential aspect of your responsibilities as a support worker. By prioritising your own well-being, you ensure that you are physically, mentally, and emotionally equipped to provide effective care to others. The demanding nature of the support worker role, especially in an aged care setting, can be physically and emotionally taxing. Taking care of your own health helps prevent burnout, reduces stress, and enhances your resilience, allowing you to maintain a high level of care quality and compassion. There are a number of challenges facing healthcare workers in New Zealand. These challenges can affect support workers in various ways. Turn the card to flip between the challenges and possible responses a support worker could do. There are five challenges addressed, so make sure to click the bottom right icon to go through all five of them.

 

You may experience triggers or emotional distress while working with clients as an aged care support worker. You need to have a support system in place to address these challenges. Here are some individuals or resources that support workers can turn to for support: 

1. Supervisor or Manager
2. Colleagues and Peer Support Groups
3. Professional Counseling
4. Clinical Supervision
5. Professional Associations and Networks.

There are also websites and free helplines, such as this one - Free call or text 1737 any time for support from a trained counsellor.

Self-Care and Personal Support

In addition to having access to qualified supervisors and trained counsellors, you can develop skills to identify your self-care practices as well as your personal support.

As you complete the learning materials and activities in this module, here are a few questions to get you thinking:

1. What can you do when you encounter a difficult topic?
2. What strategies can you apply to distance yourself or put things into perspective?
3. Who are the one or two people you would be comfortable talking to? 

Record your responses privately using the following documentation tool. Click the questions on the left tab, record your responses and click 'Create Document' on the last tab when you are ready to export it.

Supporting senior staff with clinical tasks in aged care is an essential role that contributes to the effective and efficient delivery of care to residents. Here are some ways to provide support in this context:

• Communication: Maintain open and clear communication with senior staff members to understand their needs, preferences, and expectations. Regularly check in with them to offer assistance and discuss any updates or concerns related to clinical tasks.
• Task Assistance: Offer your assistance to senior staff members during clinical tasks. This may include tasks such as taking vital signs, assisting with transfers, administering medications, or carrying out treatments. Follow their instructions and guidance, ensuring resident safety and adhering to established protocols.
• Documentation: Support senior staff with documentation and record-keeping tasks. This may involve accurately recording observations, interventions, and any changes in resident condition. Ensure that documentation is completed in a timely and accurate manner, following organisational policies and legal requirements.
• Equipment and Supplies: Assist in managing equipment and supplies needed for clinical tasks. Ensure that necessary items are readily available, properly cleaned and maintained, and restocked as needed. Communicate any shortages or equipment malfunctions to senior staff members promptly.
• Resident Comfort and Care: Prioritise resident comfort and well-being during clinical tasks. Offer emotional support and reassurance, address their concerns, and maintain their privacy and dignity. Collaborate with senior staff to ensure that the care provided is person-centred and aligned with resident preferences and goals.
• Observing and Learning: Take the opportunity to observe senior staff members during clinical tasks to learn from their expertise. Observe their techniques, communication strategies, and problem-solving approaches. Seek their guidance and ask questions to deepen your understanding and enhance your skills.
• Collaboration and Teamwork: Foster a collaborative and supportive environment by actively contributing to the team's goals. Work alongside senior staff members, respecting their leadership and expertise. Offer your insights and perspectives, and be receptive to feedback and guidance.
• Professional Development: Invest in your professional development to enhance your clinical knowledge and skills. Attend relevant training sessions, workshops, or conferences to stay updated with best practices and industry advancements. Share your learnings with senior staff members, fostering a culture of continuous learning and improvement.
• Adherence to Policies and Procedures: Ensure that you follow organisational policies, procedures, and protocols when assisting senior staff with clinical tasks. This includes infection control practices, medication administration guidelines, and resident safety protocols. Seek clarification when needed and report any potential issues or concerns to senior staff members.
• Professionalism and Respect: Demonstrate professionalism, respect, and integrity in all interactions with senior staff and residents. Maintain confidentiality, show appreciation for their experience and expertise, and contribute to a positive and collaborative work environment.

What is Hazard?

A hazard refers to a source or circumstance that possesses the capacity to result in harm or injury, whether in the form of human health risks, damage to property, harm to the ecosystem, or a mixture of these detrimental outcomes.

Hazard identification means identifying undesired events that lead to the materialisation of the hazard and the mechanism by which those undesired events could occur.

The first step is to identify hazards around you by being alert and using tools designed to help. You can then work with your employer and colleagues to reduce or eliminate the risk. Collaboration and consultation are key to these processes.

Hazards might include a task that involves transferring a person, cleaning using chemicals or walking on a slippery surface. It can be walking alone at night to your car or working with electrical equipment that has a frayed cord.

Harm can be physical, such as a cut after a fall, or psychological, such as trauma related to witnessing an accident. A hazard does not have to cause harm for it to be a hazard; it simply has the potential to cause harm.

What is Risk?

A risk is the chance that an injury could occur as a result of the hazard, and what that harm could be. The level of risk is calculated by considering many different factors, such as the likelihood that harm could result, the severity of injury that could happen, and the steps you have taken to prevent harm.

Risk is, at minimum, a two-dimensional concept involving

1. The possibility of an adverse outcome, and
2. Uncertainty over the occurrence, timing, or magnitude of that adverse outcome.

If either attribute is absent, then there is no risk.

For example: The risk of contracting HIV/AIDS from a client in community services is very low in comparison to the risk in previous decades. This is because there are fewer people with the infection due to community education, we have better ways to protect ourselves from contracting the infection via blood and people with HIV have access to medications that make the risk of transmission very, very low. On the other hand, the risk of contracting and spreading gastro-enteritis is very high for aged and disability workers. This is because it is a common infection in the community, it is spread in many different ways and we have very few medications or means to prevent it from spreading.

It is not possible to completely remove all hazards. There will always be the chance of harm or injury. However, if we take care to think about what those hazards are, and how we can minimise them, we can work and provide support much more safely.

This provides some examples of hazards and associated risks that you might identify during the course of your work:

Type of Hazard	Examples of Hazards	Examples of Risks
Manual Handling	Transferring people Walking on slippery surfaces	Back and other muscular injuries to staff Injury due to trips or falls
Infection	Being in contact with body fluids during personal care tasks Being in close contact with other people during personal care tasks Handling linen and other items soiled with body fluids	Infectious diseases and conditions, such as gastro, hepatitis, colds and flu
Electrical and Chemical	Using cleaning chemicals in confined spaces Using electrical equipment with damaged cords Clients smoking	Asthma and other respiratory conditions Burns to skin Electrocution
Equipment and Building	Unsecure exits Old transferring equipment	Residents with dementia could leave unnoticed Equipment could fail, causing a client or resident to fall
Kitchen	Boiling water and sharp utensils Stoves Sharp utensils	Residents or clients could injure or burn themselves
Flooring and Ground Surfaces	Slippery surfaces Liquid spills Leaf litter Obstacles that could lead to trip hazards and falls	Staff, clients or residents could trip
Weather Related	Weather events such as extreme heat or cold, bushfires, storms or flood Exposure to extended periods of UV light from the sun	Client could become sunburnt
Behavioural	Aggression Resistance to support	A client or resident hitting, biting or pushing another person
Vehicles	Transport to homes or venues	Car accidents
Human Error	Medication administration Lack of adequate supervision of new staff	Injury or poisoning

Aged care and disability support workers often provide services in clients’ own homes, or out in the community, in public spaces. These environments are quite different from working within a facility that is run by the service provider or employer. In the home, the service provider and the worker have less control over a wide range of factors affecting health and safety.

Common hazards in Home and Community Workplaces

Hazards in home and community settings are affected by various unique factors. These include:

• You might be working alone, without supervision
• The spaces that you use, such as bathrooms, may have restricted spaces or hazards that contribute to slipping or falls
• You have less control over other hazards, such as a dog on the premises, fumes from chemicals or unsafe electrical hazards
• You might injure yourself or the client driving to and from a community visit or to a client’s home
• Your personal safety might be threatened by a client, family member or stranger.

Rights and Responsibilities in Home Environments

Workers delivering home-based services and their employers have the same  safety rights and responsibilities as workers in any other setting. You have the right to work within a safe environment and the responsibility to act sensibly to protect your own health and safety. You must always work within the service’s policies and procedures, even if the person asks you to do something differently. Clients are given a list of policies that they must follow to keep you safe while you are in their home. If they do not follow these rules, you have the right to refuse to enter the home, and your employer must back you up on this.

The policies differ between services, but they might include:

• The client or other members of the household should not smoke inside while you are present
• Equipment that you use must be safety checked
• The areas you use must be clear and free from excess clutter
• Dogs (apart from service dogs) must be contained outside or in a secure room while you are visiting.

What is Manual Handling?

Manual handling refers to movement that involves force or changes in posture. Nearly every task you perform in an aged care or disability setting will include manual handling of some type.

You might be required to:

• Help a person to walk
• Use a computer
• Take part in an activity session such as yoga or dancing
• Help a person to shower
• Transfer a person using a hoist
• Clean a bathroom and toilet.

Any type of activity that involves movement puts you at risk of injury from falls, sprains, damage to your spine or muscles, stiffness and pain. Manual handling injuries cause significant risks to workers in your sector.

Click on the plus signs in the image below to identify common injuries associated with manual handling.

The above injuries are referred to as Work-Related Musculoskeletal Disorders (WMSD) and can occur as a result of repeated damage or strain, or, in some instances, from a single case of overburdening.

Other common injuries associated with manual handling include:

• Injuries to muscles, ligaments, intervertebral disc and other structures in the back
• Injuries to soft tissues such as nerves, ligaments and tendons in the wrist, arms, shoulders, neck or legs
• Abdominal hernias
• Chronic pain.

What makes manual handling hazardous?

Four key risk factors that can make manual handling tasks hazardous include:

• Task
• Individual
• Load
• Environment.

Client Behaviours That Increase the Risk

People, unlike other types of loads you might lift or carry can be unpredictable. When a person needs help to transfer from bed to chair or from chair to wheelchair, they may use many different responses and behaviours that can put them at risk. The person might be frightened or anxious, and become rigid, making it more difficult to help them walk or move. They might have dementia and react aggressively because they are frightened or unsure of who you are and what you are trying to do. The person can hit out unexpectedly, causing you to move into an unnatural or dangerous posture. The person might stop helping you mid-way through the transfer and begin to fall. The natural reaction of most people would be to reach out and catch the person to prevent them from falling. This is one of the most dangerous reactions you can have. Let your supervisor know if a client uses a behaviour during a transfer that might put you at risk. Write down what happened using your workplace reporting forms, such as an incident form or near-miss report.

NOTE: Never attempt to stop a person from falling by reaching out to pull them up or by putting your weight against theirs as they fall. You could be seriously injured by this movement.

As difficult as it sounds, you must allow the person to fall to avoid putting yourself at risk. Your workplace will support you with training to help you understand this procedure's importance.

Reducing Manual Handling Risk

Your workplace must provide you with training in manual handling postures and techniques. During this training, you will learn certain universal rules that apply when transferring any load.

Here are some of these rules.

When working in the healthcare industry, employers often require proof of manual handling training. Manual handling is the use of force exerted by a person to lift, move, push, pull, or carry people and equipment. Due to the regular handling of patients, manual handling in healthcare is a common workplace injury. You can prevent manual handling injuries by identifying potential hazards, assessing risks, reducing risks, and regularly reviewing risk controls.

Risk Assessment

The health and safety risks associated with potentially hazardous manual handling tasks are to be assessed, considering:

• If an individual is likely to be injured while carrying out the task?
• What preventative measures have already been put in place, and are they adequately managing the risk?
• What is the level of risk associated with undertaking the task?

 Some risk assessments that may be tailored to your workplace:

• Display of artwork
• Stage set-up
• Transporting and storage of heavy and unstable books
• Transporting and storage of sporting equipment and transporting and storage of large boxes or containers.

Risk controls

Control	Description
Do not undertake the tasks	Communicate to employees that they are not to perform the task Re-design the task so that manual handling can be avoided completely
Change the environment (workspace)	Change the layout of the area e.g. create a clear pathway to the door Store items close to where they are to be used Adequate and accessible storage solutions (e.g. weight rated shelves, shelves are built fit for purpose, items can be stored between knee and shoulder height) Lower the height of storage shelves to reduce the need to use a ladder or lift above shoulder height Undertake the task in more suitable temperature conditions  Allow enough space to conduct the task Keep items to be used at the same level to reduce the need for lifting or lowering Provide enough lighting
Change the nature of the work	Arrange for deliveries to be placed near the area of use Team lifting Break down the task e.g. reduce the weight of the object Determine working position e.g. sitting or standing Set realistic work rates/timeframes Rotate tasks
Modify the load	Reduce the weight of the load to be carried e.g. take objects out of box to be moved Place items in a smaller tub Purchase items in smaller containers instead of bulk
Use mechanical aids	Use of slings/straps Backpacks Tool belts Hoists Trolleys
Administrative aids	Develop, display and communicate safe work procedures Provide adequate supervision Provide manual handling training Display safety signage indicating the weight of the load

Manual Handling Techniques

What is the maximum weight employees are allowed to lift? No legislated weight limit is considered “safe” for manual handling. Individuals have different physical capabilities, which must be considered when taking into account any manual handling task. The weight of an object is not necessarily the only thing that makes a task hazardous.

What techniques can I use to help prevent an injury?

• S.M.A.R.T Lifting Technique
• Team Lifting
• Pushing or Pulling Techniques when using mechanical aids.

SMART LIFTING

Read more to learn about Smart Lifting Techniques.

Team Lifting

Team lifting can be an effective way of moving objects. However, it is important to consider:

• Whether there are enough people
• Does anyone have a known pre-existing injury?
• Who will be coordinating the lift?
• Whether a lifting plan has been established and communicated to those involved
• Whether all persons of the same size with similar strength.

Pushing and pulling techniques when using mechanical aids

The use of mechanical aids can assist in eliminating or reducing the need to lift, carry items/objects/persons in the workplace; however, it is important to consider:

• when pushing, lean forward
• when pulling, lean backwards (pushing is preferable as it involves less work by the lower back muscles and allows for maximum use of body weight). It allows employees to adopt a forward-facing posture, providing clearer vision in the direction of travel
• ensuring you have a good grip
• avoiding twisting and turning
• checking that the handle height is between shoulder and waist height
• checking that the handles or grips are in good condition
• checking that the wheels on trolleys are in good condition
• checking that the floors are free from obstacles and rubbish.

Examples of mechanical aids include:

• Flatbed trolleys
• Upright trolley
• Laptop charging trolley
• Gym mat trolley
• Shelf trolley
• Wheelchair
• Chair trolley
• Sports equipment trolley
• Wheelie bin trolley
• Clax trolley
• Library book trolley
• Mobile hoist.

Safe storage and housekeeping

Items should be stored safely with work areas kept free from obstacles and debris. This can be done by:

• storing frequently used and heavy items between waist and shoulder height
• storing smaller, lightweight or infrequently used items in lower or higher areas
• removing all obstacles and/or obstructions in pathways or in front of storage areas
• knowing shelving weight limits (see label)
• having access to a step-ladder to raise the employee to the best working zone
• testing the weight of the object before picking it up
• conducting quarterly workplace inspections using the relevant Workplace Inspection Checklist or equivalent.

Activity: Watch and Answer

Watch this YouTube video by Vocam Business Training TV about health and safety for people working in aged care: ‘Aged Care – Health and Safety for Carers

Answer the following questions:

1. Briefly describe three situations shown in the video where an aged care worker may be injured.
2. Identify at least one strategy for preventing injury in each of these situations.

Emergency Procedures

You will need to be familiar with your own organisation’s emergency policy and procedures and to understand what your role and responsibilities are in the event of an emergency. Emergencies can include:

• Internal emergencies, such as gas leaks, partial building collapse, fire or flood
• Natural disasters, such as bushfires, earthquakes, floods or major storms
• Aggression and violent threats, such as from an intruder or known offender
• Bomb threats over the phone.

Check with your own organisation and your own particular work site to access this information. Ask your supervisor if you are not sure how to find this information.

Organisations' Responsibility in Managing Emergencies

It is the legal responsibility of your service to ensure that workers and others have easy access to emergency equipment, such as fire extinguishers and fire blankets, and know how to use them. All organisations are required to hold practices or drills for emergency procedures such as fire and evacuation drills. Emergency procedures and emergency telephone numbers are displayed in a place where they can be easily seen. A copy of the emergency and evacuation floor plan and instructions must be displayed in a prominent position near each exit at the service. Casual staff should also be inducted into emergency plans and exits as part of their introduction to the service.

Staff Members responsibility in Managing Emergencies

Emergencies can take several different forms, and you and other workers must be trained to manage them using emergency procedures while remaining calm and keeping in mind the welfare of clients and others around you. Familiarise yourself with emergency response procedures and evacuation assembly points for your work area. Know where equipment such as duress alarms and evacuation kits are kept, and be familiar with how they work.

During and after any emergency, your main priorities should be as follows:

• If you feel a situation is at all threatening or out of your control, never hesitate to call or ask another person to call 111. If the situation improves soon after, you can cancel the service.
• Stay calm. If you talk and think calmly, you are more likely to be in control of a positive outcome.
• Do not take risks with your own life or safety to protect others. You must only help others in an emergency situation if it is safe to do so. If you are in a personal risk situation, get yourself to safety before calling for help.
• Continue to provide care and support to clients or residents after an evacuation.

Watch the following YouTube video by Andrew Mclean about evacuating in response to a fire in an Australian Aged care facility: ‘Evacuation Procedures Aged Care’

Threats to Personal Safety

Your safety can be put at risk when a client or other person becomes aggressive or when you are walking alone between your car and the client’s home. This is especially true when it is dark. In-home and community environments, where you do not have other workers around you to call for help, it can be more difficult to leave these situations.

The most important thing to remember is that you must leave immediately.

Do not stay and argue or help the person, even if they or others are in danger.

Leave the area in any way you can, and call the police as soon as it is safe.

Be aware at all times of your personal safety. Carry a mobile phone, and park as close as possible to the person’s home.

Know the exits to a house or other space, and never allow yourself to be cornered by an aggressive person away from an escape route.

Passive self-defence is a strategy that aims to allow you to leave an aggressive situation safely.

When you are trapped in a room or space where an aggressive person is making threats or making you feel frightened. You should:

• Agree with the person rather than arguing— being in agreement, even with untrue statements, can help to deescalate the person’s aggression long enough for you to get away. If you need to, divert blame directed at you to another source, such as your manager or the government.
• Use passive body language— keep your body movements to a minimum and use a low, calm voice. Make yourself appear smaller and unthreatening by lowering your shoulders and avoiding prolonged or insistent eye contact.
• Keep a distance between you and the person— move away from them and towards a safer area such as a door if possible. Do not try to approach the person or touch them to calm them.
• Use objects to protect yourself—make use of items such as chairs, tables or other items you are able to pick up. Protect yourself from harm with the item in your grasp while you attempt to leave so that you can call for help.

Read the case study below highlighting what you can do when you face a threat to personal safety.

Let's do a quick knowledge check by completing the quiz below before you proceed further