Declining to Lift a Client after a Fall
Do not lift a client after they have fallen. Call 911 for assistance.
- “I am sorry, but lifting the client up from the ground when they are unable to stand on their own could put myself and the client at risk of getting hurt. We need to call the paramedics to assist the client up.”
- “The client may be hurt even if there is no apparent injury. Moving the client by myself may cause the client further harm. We need to call 911 for assistance.”
When Client / Family Refuse to Call 911
You can use the below statements when advising the client to call 911. If the client insists on not calling, you must call your Supervisor/Manager to seek their direction.
- “There may be potential harmful consequences to the client’s health if we delay calling emergency services.”
- “We need to call 911 to assess the client’s condition to ensure they are properly treated.”
Declining to Shower Client Without Proper Equipment
Workers should not give a client a shower without the necessary bath equipment that meet the client’s needs. Report any unsafe conditions to your Supervisor/Manager.
- “Improper shower equipment may cause you to slip and fall. It is essential that there be proper safety equipment in place so that you or I do not get injured.”
- “I can only assist you with activities that can be done in a safe manner. Unfortunately, until the safety concern has been resolved I cannot perform this task.”
Declining Tasks not in Client’s Care Plan
The Client Care Plan states the type and amount of service to be provided to each client by their workers. PSWs should only perform tasks in the Care Plan.
- “Unfortunately I cannot perform that task today since it is not currently in your Care Plan and I have not been trained on how to do these tasks for you.”
- “I understand that your service needs may have changed. I will let my Manager know so that your Care Plan can be updated to meet your current needs.”
When a Client Displays Aggressive Behaviours
Circle of Care does not tolerate discriminatory, aggressive or violent behaviours towards staff.
Inappropriate behaviours you may experience with clients:
- Derogatory language
- Racial slurs
- Sexualized comments
- Aggressive or violent behaviour
- Microaggressions (statement, action, or incident regarded as an instance of indirect, subtle, or unintentional discrimination against members of a marginalised group such as a racial or ethnic minority)
- Problematic “compliments.”
When possible, de-escalate the situation by approaching the client in a calm manner and relocating to a relaxing environment. Report any aggressive behaviours to your Supervisor.
- “I understand that you feel angry and I want to help you. But I cannot continue to help if you are threatening me.”
- “You appear to be frustrated, do you want to move to your bed or couch to take a break? We can continue when you are ready to resume in a calm manner.”
- “Your current behaviour is unacceptable. You may cause harm to me or yourself or others. Please remain calm and tell me more so I can better understand how to help you.”
- “I am here to help you, but I will not accept being spoken to/treated that way because of my race/ethnicity/religion/etc.”
- “I know you want to get the best care possible and I want to provide you with that care. In order for that to happen, we need to treat me with respect.”
- “I want us to treat each other with respect/kindness/trust. I will not accept/tolerate/allow that kind of behaviour/language.”
- “I am offended by that type of language and it is not acceptable.”
- “I would like to know why you ask this question? (where are you from) It will be helpful to understand how this will help me provide you with the best medical care.”
- “I am from X, but let’s spend our time today focusing on your health.”
- “I would like to focus on facts and issues that are relevant to providing you the best quality medical care.“
- “I understand you’re angry. What can I do to help you feel understood?”
- (if violent) “I need you to step back, do not come any closer than that chair/tile on the floor/line. If you cross that I’m leaving/calling the police.”
Although this may be very upsetting for you, remember to focus on the behaviours, respond calmly, politely and professionally. Set boundaries that are reasonable and acceptable to you and the client and gain their compliance.
Report and Support
After an event in which inappropriate comments are made please call Circle of Care to report to a Service Coordinator or CSS and get any support required from your Supervisor with the client.
Right to Refuse Work
You do have the right to refuse to work in the case of any violent or aggressive discriminating behaviours that causes you psychological injury impairing your ability to provide service to the client. E.g. Client forces you to remove your religious symbol item or apparel to enter their home. This must be reported to our HR/Health & Safety representative.
Client Refuses Care
Clients who are capable of making their own decisions may refuse care if it does not put them at risk. However, when their decision is felt to be putting them at risk, you must inform them about the possible consequences of their decision. Report any refusal of service to your Supervisor/Manager, especially if you are unsure if the client is considered capable of making decisions.
- “I understand that you do not want care right now, but if I do not assist you, you might be at risk for negative consequences to your health.”
- “If you refuse this necessary service, there may be potential risk as a result of not receiving care.”