Page 45 - PRIVATE & CONFIDENTIAL

ORDERING GOODS

Unless you are specifically authorised to do so, you may not place or confirm orders for
goods. In particular, you may not sign orders on behalf of the company. If you are
offered a gift by a supplier or representative, report the matter before accepting it.

11. DEALING WITH CUSTOMERS

HANDLING DRUGS & MEDICINES

You may be required within your job role to take responsibility for the safe storage
and handling of customer drugs and other
medication. No medication may be given to a
customer without the customer’s willing
informed consent. Customers have therefore a
right to refuse their medication. However, part of
your duties may be to ensure that any prescribed
medication is taken by the customer at the
appropriate times, as dictated by their doctor or
prescription medication.

This may involve ensuring, for example, that any
mediation requiring low temperature storage is
kept in the refrigerator, and that correct dosages
are measured out. Again, you will receive
specialised training in this aspect of care according
to the company’s policy.

You must inform your line manager immediately if it is evident that some drugs appear
to have gone missing, or if you suspect drug abuse or misuse, or if the customer has
run out of medication without any apparent clinical cessation of treatment.

DEALING WITH VIOLENCE AND AGGRESSION

We recognise that your role can be a potentially vulnerable position. A key part of
your training will include how to deal with abuse, harassment, aggression and
actual violence from a customer or a family member. This training will focus upon
identifying reasons for aggression, how to defuse a potential ‘flashpoint’
situation, and what action to take in the event of actual aggression or violence.

There is a documented policy for handling abuse, harassment, aggression and actual
violence, which will form an essential part of your training, and you will be expected
to familiarise yourself with the details of the policy.