Review the challenges and benefits

Unit 20: Care Planning
Processes in Healthcare Practice
L03 Review the challenges and benefits of planning person-centred
care in the workplace

Challenges in achieving person-centred care
Challenges of agreeing roles and responsibilities
Ineffective communication
Dealing with conflict
Poor care practices and unethical approaches
Complexities of taking into account the range of individual needs and
considerations in planning and provision
Availability of resources
Challenges around the resources, skills and facilities to ensure appropriate
safeguarding, protection and respect for confidentiality
Challenges in obtaining consent
Feeling unsafe to raise concerns, or report incidents and accidents
Overcoming barriers to inclusion
Other challenges in promoting person
centred care in Dementia Care
Lack of co-operation – unresponsive service users or service users with
challenging behaviours.
Staff not promoting a sense of identity or individuality
Time management/ case load/ staff shortage
A diminished sense of attachment/ empathy/ compassion shown by health
care professionals
Balancing the needs of completing a task and making a sustainable positive
relationship with patients
Lack of Inclusion/engagement / decision making
Physical discomfort and psychological distress of patients. (Clissett et al.,

Poor communication
Poor communication practices such as:
Staff not recognising the importance of relationship between
patients and family.
Staff not using the right type, medium of communication to suit the
needs of service user.
Errors “occur because information is unrecorded, misdirected, never
received, never retrieved or ignored.”
Poor documentation
Poor practice with confidentiality, recording, reporting, disclosure,
storing, data management.
Common problems with communication
Communication problems happened between providers, as well as
between providers and patients. In some cases, a combination of
both issues caused patient harm.
The most common provider-to-provider communication breakdowns
miscommunication about the patient’s condition
poor documentation, and
failure to read the patient’s medical record.
Common provider-to-patient communication
issues involved:
inadequate informed consent
unsympathetic response to a patient’s complaint
inadequate education (such as about medications)
incomplete follow-up instructions
no or wrong information given to patient, and
miscommunication due to language barrier. (White, 2016)
Patients want NHS professionals to be good communicators:
– good at listening
– good at explaining things
– using plain everyday language
– having a ‘good bedside manner’
Communication: patient satisfaction increased when members of the
healthcare team took the problem seriously, explained information
clearly, and tried to understand the patient’s experience, and
provided viable options.

Lack of Adequate Resources
Hospitals in the UK are extremely strained, particularly because too many
patients admit themselves when they don’t need to be and there are funding
cuts and staff shortages. The issue with beds and resources can sometimes be a
challenge for promoting person centred care.
Care providers are always working on speeding discharge and transfering acute
conditions to community services, hence not fully providing service users with
personalised care.
Other resources may include lack of equipment, tools, and labour to meet the
needs of every individual. In some care establishment the ratio to staff to service
users are alarming and falling shot of care standards and requirments from CQC.
Some care providers cut corners due to pressure from stakeholders to make
profits so recruitment of unqualified staff and lack of training could lead to
negligence and more person centred care practices.
Agreed working way – (Not following policies
and practices in care)
Your employer will tell you the safe and agreed ways in which health care
professionals are expected to work. This may be shared with you as part of
a policy or provided in person by your manager or another colleague.
Agreed ways of working with each individual will be detailed in care plans.
They ensure that staff are working within the law and providing care and
support that meet the needs of the individual.
If you don’t follow the agreed ways of working, you could harm yourself or
others without meaning to. You are responsible for your own work and
could face disciplinary procedures if people come to harm as a result of
your actions. This could lead to dismissal or even
prosecution. (Skillsforcare, 2019)

Review other challenges discussed, and give real life
practical examples using your practices challenges
you have faced as a health care worker in promoting
person-centered care to meet the needs of service
Share your ideas and experiences to the class
Next session we would review these same
challenges and discuss the solutions that can be
presented !
Benefits of person-centred care
Person-centred care is important for patients
Service users will feel more comfortable and confident in your service, as upholding their dignity and
independence builds mutual respect. The patient will trust you to do what’s best for them, which makes the
situation easier for you both.
The patients needs will meet their emotional, social, and practical needs, which ensures they maintain a
high quality of life.
You can support those who may not be able to directly communicate their wants and needs. Numerous
conditions or disabilities can affect a person’s ability to communicate effectively. For example, dementia,
learning disabilities, or those who simply don’t have the confidence to do so.
Person-centred care helps you find suitable ways to help them communicate and maximise their quality of
It improves their independence.
It raises patients engagement, which helps you reach better, more suitable decisions relating to their care.
Promote decision making and the confidence and ability to look after themselves with less input from you.
It helps promote safety and self care
Person-centred care is important for
Patients are more likely to stick to treatment plans and take their medicine if they feel respected,
involved, and in control. This relieves the pressure on you and the burden on your healthcare
service, such as repeated checks and wasted medication.
Hospitals in the UK are extremely strained, particularly because too many patients admit
themselves when they don’t need to. Person-centred care improves patients’ understanding of
their condition and when there’s a need for emergency services. Therefore, they are less likely to
use emergency services or choose costly or invasive treatments.
It motivates patients to adopt positive health behaviours that improve and help them manage
their own health. This is particularly important for people with long-term conditions, who may
rely heavily on healthcare services.
Everyone will feel happier and more positive. This increases the team’s morale and ability to
deliver effective, compassionate care.
It is time and cost efficient. Personalised, enabling care ensures patients receive medication they
will actually take, as well as attend and engage in the right services. You’ll spend your valuable
time and money on what people really want and need.

Clissett, P., Porock, D., H.Harwood, R. and R.F.Gladman, J. (2013). The
challenges of achieving person-centred care in acute hospitals: A
qualitative study of people with dementia and their families.
Journal of Nursing Studies
, 50(13).
White, J. (2016). How communication problems put patients, hospitals in
. [online] Available at:

How communication problems put patients, hospitals in jeopardy

[Accessed 31 Oct. 2019]. (2019). The CARE CERTIFICATE Understand your role.
[online] Available at: [Accessed 31 Oct. 2019].