National care standards support services

National care standards support services Edition

Annex A Glossary

Advocate or Advocacy

A person independent of any aspect of the service or of any of the statutory agencies involved in purchasing or providing the service, who acts on behalf of, and in the interests of the person using the service who feels unable to represent herself or himself when dealing with professionals. The advocate helps the person to express herself or himself.


The process of deciding what a person needs in relation to their health, personal and social care, and what services must be put in place to meet these needs. An assessment is undertaken with the person, her or his relatives or representatives, and relevant professionals.


A person who looks after family, partners or friends in need of help because they are ill, frail or have a disability. The care they provide is unpaid.

Complaints process

Clear procedures that help the person using the service or others to comment or complain about any aspect of the service.


Information presented in a layout that is suitable for you. This could be in easy-read language, braille, on tape or on disk.

Personal plan

A plan of how the support and care service will be provided, primarily agreed between the person using the service (and/or their representative) and the service provider.

Primary care team

GP and other health professionals who provide healthcare in the community.


Control to prevent a person from harming themselves or other people by the use of:

  • physical means (actual or threatened laying on of hands on a person to stop them carrying out a particular action);
  • mechanical means (for example, wrapping someone in a sleeping bag or strapping them in a chair);
  • environmental means (for example, electronic locking of doors or video surveillance); or
  • medication (using sedative or tranquilising drugs for the symptomatic treatment of restless or agitated behaviour).

Risk management

A systematic approach to the management of risk, to reduce loss of life, financial loss, loss of staff availability, safety, or loss of reputation.


United Kingdom Central Council for Nurses, Midwives and Health Visitors. The UKCC was replaced by the Nursing and Midwifery Council in April 2002.


The disclosure by an employee (or professional) of confidential information which relates to some danger, fraud or other illegal or unethical conduct connected with the workplace, be it of the employer or of his fellow employees. (Lord Barrie QC 1995)

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