Explain when and how they should refer to somebody in authority about the rules for delivering customer service I would need to refer to a person in authority if I am uncertain about how to deal with an issue, for example a complaint or a request. I would contact my supervisor who then should be able to pass on the correct Information to me, or contact the regarding person directly. 2. 4 Explain how they protect the security of customers and their property
The patients’ security In general Is being looked after by having locked exit doors, and a fence around the garden. This stops people from leaving/coming In. All Internal doors can only be opened by staff with an access badge and In some places also a key. They have the possibility to lock the door to their rooms, and the windows can only open a little bit to stop them from leaving through the window, and to stop others coming In. All rooms are fitted with a personal safe for the patients to keep their valuable.
They can also hand personal belongings In to the staff for It to be kept In a safe area. Certain things are forbidden to look after everybody’s safety, for example lighters. 2. 5 Explain how they protect the security of Information about customers All Information about patients Is being kept safely stored In the office In different folders, and only staff who need to know the Information have access. I personally have no access to personal Information. If I should over hear other staff talking about patients, I am sworn to confidentiality and must not repeat any of what I hear. 6 Describe their health and safety responsibilities as they relate to their customer As my main duty at work is to prepare and serve food, I must make sure the food is stored, handled and heated up correctly according to health and safety regulations. We have regular courses we need to attend to keep up to date with these regulations. I must also make sure to wipe up any spills on the floor to avoid accidents. 2. 7 Explain their responsibilities to deliver customer service treating customers equally All patients must be treated equally regardless of religion, race, age etc.
This is important for the wellbeing and recovery of the patients as well as it is a legal requirement. In my Job I must respect this and do my best to meet their needs. We have patients with special dietary needs that need to be followed up and some also have religious reasons for not eating certain foods. 2. 8 Explain why it is important to respect customer and organization confidentiality Patient confidentiality helps do build and develop trust between the staff and attains, and helps to keep the patients safe.
When a person feels safe they are naturally empowered and thus the establishment is able to grow to its full potential. Organizational confidentiality is important to keep the business safe from harm and stop sensitive information leaking out. 2. 9 List the main things they must do and not do in their Job under legislation that affects their customer service work 2. 10 List the main things that they must do and not do in their Job under external regulations that affect their customer service work
