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Taking into account person centred values makes me work better for the individual person, rather than imposing my own choices on them and taking away their own right to independence and choice.

Abuse and neglect can happen in ways that people surrounding may not be aware. This could be in the instance of a carer neglecting the service user by manual handling them roughly and

* working with person centred values – these may include things that are specific to the individual, their rights and dignity should be respected at all times. Individuals have the values of any person in the world; rights, independence, privacy, dignity, choices for every aspect of life, partnership & individuality should all be respected in order for a person to have their own values met. If all these things are met for the individual, then the likelihood of abuse may be reduced due to the person being able to make his/her own decisions in everyday tasks E.G. choosing clothing/meals/activities. Each individual whether in care or not has the expectation to be listened to and their choices respected, if this is not done, then the

Within our society there a many different groups of individuals, although everyone is at risk of abuse and maltreatment, some groups need more safeguarding than others. Vulnerable groups are at higher risk. A vulnerable adult is described as an individual who is aged 18 or over, who is in need of care and support form care services, who is experiencing, or is at risk of significant abuse or neglect and who is unable to protect themselves against harm or exploitation. There are a number of vulnerable groups within society which are: the frail and elderly, the less abled and individuals with mental health problems or learning difficulties, visual or hearing impairments or with some form of disease. It is important that the promotion of

Neglect by others: Neglect is a passive form of abuse in which a perpetrator is responsible to provide care for a victim who is unable to care for him or herself, but fails to provide adequate care. Neglect may include the failure to provide sufficient supervision, nourishment, medical care, or the failure to fulfill other needs for which the victim cannot provide themselves. Neglect can develop into many long-term

While under care, the elderly still withhold personal rights. Violations of these rights are depicted in not allowing them to make choices on basic decisions. More so, when a care provider misuses an elder’s belongings or money, then they are in violation of material, whether it be outright stealing from the elder, using their money (Crimes of Occasion, Desperation, and Predation Against America’s Elders, 2011), or theft. Sometimes, one can deceive the elder into making misguided decisions for their material or financial gain. Another form of abuse is false imprisonment in which the elder is refrained from leaving his or her room. This would include preventing an elderly from using a wheelchair that enables him or her to be mobile.

When you have all the details about the complaint, ask the customer how they would like it to be resolved

Within the past 30 years studies have been carried out to investigate abuse and neglect within care homes. The first “random sample survey” was carried out in Boston by Pillemer and Finklehor in 1988, analysing the extent of abuse and neglect, the results were compelling, “32 maltreated older people per 1,000”… the spouses were most likely to be the abuser, both men and women were as equally vulnerable, however it was the women that suffered more serious abuse (Oxford Journals, 2014). Although abuse and neglect had become recognised, only one in 14 cases came to the public’s attention (Ibid 2014).

Citizens Advice Bureau The main stages a consumer with problems, or who is making a complaint needs to go through are: - 1. To make a complaint as soon as possible to the supplier of goods and services. If you have a problem about something, always let the supplier deal with the matter. Also you could lose some of your legal rights if you leave a complaint too long.

Neglect is defined, “when inaction results in harm to a senior. It can involve the failure to provide assistance with basic necessities, medical care, costing, food or water shelter” (CARP, n.d., p.1). The purpose of the definition is to know what to categorize a physical and neglect abuse. Often, people don't know what the inflicting on the senior is some sort of abuse. One example provided in the CTV article, “Elder abuse needs more attention, say advocates” (2011), explains attention needed against for violence against women seniors. the In a Toronto son, and daughter-in-law is accused of keeping his elderly mother in an unheated garage which she remains in critical care in the hospital. (CTV,2011) Especially for senior’s women are at greater risk of family violence victimization is reported in Section 4: Family violence against seniors. (Taylor- butts, 2014). Another form of abuse in which the perpetrator is a family member is Financial abuse. Financial abuse is, “when a person engages in an action that decrease the financial worth of a senior without a benefit to that person. This includes fraud, theft, coercion, threats, and pressure” (CARP, n.d.,

Financial abuse is when someone illegal takes, misuse, or conceals the funds or property, assets from an elder. These are few signs of financial abuse when someone unauthorized withdrawal money from of the elder's account and unexplained disappearance of funds or valuable possessions; and when an elder's signature being forged for financial transactions. For example, Cynthia, a ninety-three old woman recently, had her granddaughter Carol and her boyfriend Kyle move in with her to provide care giving assistance in exchange for free housing. The granddaughter convinced Cynthia to add her to her checking account to help her pay bills. Her granddaughter and her boyfriend have not been working since they move in with Cynthia. The bank teller noticed that there was irregular account activity and made contacted Adult Protective Service APS. (www.ncea.aoa.gov) Neglect abuse is refusing or failure to provide food, shelter, health care, or protection for elder. These are the few of the signs when the elder are dehydration, malnutrition, untreated bed sores, and poor personal hygiene; or unsafe living condition for example improper wiring, no heat in the home or no running water. Abandonment abuse is when an individual who has assumed responsibility deserts an elderly person. Deserting an elder at a hospital, or deserting an elder at public location is abandonment abuse. (www.ncea.aoa.gov). Self-neglect is when elders neglect their own care, which can lead to illness or injury.

Neglect often a subcategory of abuse, will be expanded. For all intents and purposes of this paper the elderly will be defined as persons sixty and up. Senior neglect is not fulfilling a caretaking obligation. It could also include putting your elderly grandparents or parent on the backburner. Not giving them the attention and love they deserve. According to the National Center on elder abuse ninety percent of the roughly two percent of elderly neglect cases actually reported to the authorities are committed by a family member- whether intentional or not. They are not only neglected by their caregivers and or their family members but they are also neglected by the government. Both groups are supposed to have the best interest in mind for them. and often enough their interest is placed somewhere else.

When discussing abuse and neglect we often think of children first. That being said, children are not the only ones who will be abused and/or neglected. In fact, this happens to some elderly as well. While some elderly may be productive enough to care for themselves, others are not. The end result is a complete (or close to complete) dependency on someone else for their needs. In addition, just like with children, this dependency can lead to abuse and/or neglect.

189). Organizations having procedures, tools, and policies in place and are expected to assist to handle a complaint process by providing a feedback to customers (Davidow, 2000). Hence a proper setup of policies, tools and procedures should be established in order to speed up the process of handling the customers’ complaints (Davidow, 2003b). With regards to handling a complaint process, procedural justice justifies the fairness of procedures, tools and polices in order to have proper setup of complaint handling procedures (cf. Davidow, 2003b). There are several experimental studies have been conducted to proof the importance procedural justice for complaint handling. Author shows that customers who have reported high level of complaint handling satisfaction has experienced high level of procedural justice (Tax et al. 1998). (De Ruyter and Wetzels 2000) stated that high level of procedural fairness leads to more satisfied

Neglect is the abandonment that the elder may feel when the caretaker is not fulfilling their obligations. Neglect includes not providing food, water, clothing, medications and assistance with daily activities such as personal hygiene. Some elderly also suffer from unintentional neglect due to a lack of understanding of their needs. An example of this is the caregiver may not provide a safe environment if they fail to realize there are rugs and poor lighting on stairs can be a hazard to elderly people. Or the caregiver may not know the nutritional requirements of the person in their care and may not provide him or her with the proper food. In a CNN report 12% of elders died in a nursing home due to neglect. Neglect can also be not paying the bills for the older person, if the care giver is responsible for paying their bills. The lack of paying the elder person bills is also another type of abuse which is called financial abuse and exploitation. The caregiver can use the older person personal funds or government funded money to satisfy their own needs and leave the elder with no money and in debt.