1. Unit 3, LO7: Understand the importance of establishing
and maintaining a trusting relationship with individuals

2. Learning Outcomes
 To recognise some service providers (workers) and service user
(clients) rights and responsibilities
 Can list 8 factors that are important in establishing and maintaining
a trusting relationship (at work + family/friends)
 Can provide good examples of these 8 factors in a SHD care
setting
 To be able to show or explain the impact on the service user
(client) when a trusting relationship is developed, or not developed,
with the service provider (worker)
 To evaluate which factor(s) are likely to have the biggest initial
impact on a client in an emergency and what can be done to
remedy the situation afterwards

3. Service provider Rights Responsibilities
Teaching Assistant To be treated with respect To educate students well
Judge
Social worker
Police constable
Nursery nurse
Optician
Pharmist
Nurse
Rights and responsibilities of service providers activity

4. Rights and responsibilities of service users activity
Service user Rights Responsibilities
School student To receive a good education To take opportunities offered
Burglar
Child in care
Young offender
A wheelchair user
Person on a diet for medical reasons
Person on probation
Hospital patient

5. 8 things to do to develop trust….
1. Provide boundaries – must know what they are and why they are
needed
2. Promote independence
3. Support people with communication problems
4. Be consistent and reliable
5. Be helpful and enable people to look after themselves
6. Promote rights
7. Be non-judgemental
8. Maintaining privacy and confidentiality within
boundaries.

6. Provide boundaries
 Establish rules of
behaviour to be friendly,
respectful and always
professional
 Keeping to boundaries
avoids wasted time and
bad feelings
 Keeping to boundaries
makes it easier to spot
when there is a problem
or sign or abuse

7. Promote independence
 Encourage clients to learn
and do things for
themselves
 Helps to develop self-
esteem and better mental
health
 Allowing choice within the
boundaries helps the
person is being cared
trust the worker
 Worker is able to help
more people

8. Support people with communication
problems
 Unit 2 work on
overcoming barriers to
communication
 Consider – the use of
clear spoken/written
words, signs, body
language, and the use of
technical aids to support
communication
 Remember – active
listening, environmental
barriers and culture too!

9. Be consistent and reliable
 People know what to
expect
 Reinforces
boundaries
 Builds pleasantness
 Client know that they
are being treated
fairly

10. Helpful and Enabling
 Gives useful advice
and support
 Enabling: means
helping your client to
understand what’s
going on and do tasks
for themselves

11. Promote rights
 Showing respect to
clients – dignity,
privacy and culturally
 Providing good health
and safety
 Giving clients choice,
control and access to
information where
possible

12. Non-judgemental
 Avoid discriminatory behaviour
– direct (eg race, gender,
name calling) or indirect (eg
being favourable to people
with similar views and attitudes
to your own)
 Care workers have a
responsibility to behave
professionally
 Clients have a right to expect
this but they must as behave
responsibly within a care
setting

13. Maintaining privacy and
confidentiality within boundaries
 To avoid interfering, being
‘nosy’ or talking to others
about client’s personal life or
health matters
 Maintain dignity – eg taking
clothes off when being
examined, toileting accident
 Pass on information to the
specified person in authority if
you suspect someone is
suffering abuse / in a unsafe
situation

14. Summary
 Trust is developed by respecting boundaries and each
other
 Organisational policies and procedures are designed to
safeguard people so that they are able to develop trust