BaptistCare Today - A Snapshot Not-for-profit Christian
Organisation Employs over 4,000 people Over 160 facilities and
programs Supported by 1,000 Volunteers Operating budget >$240
million
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Residential Care 19 Residential Aged Care Facilities 2000
Residents 406 Dementia Specific Unit beds
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Home Services 1670 Level 1,2,3 and 4 Home Care Packages Around
5,000 clients receiving HACC Services (domestic assistance,
personal care, shopping, transport, social support, respite care)
Centre-Based Day Care and Respite Centres CareCall assistive
technology
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Housing and Retirement Living 400 units in 8 Retirement
Villages 170 Social Housing Units at 3 sites
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Community Services Relationship Services/ Counselling Community
Centres Chisolm Housing ACHA StreetCare Food Support Chaplaincy
Social Housing Support
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Support Services 1.Executive: CEO, Company Secretary, Marketing
& Communications, Senior Chaplain, Major Projects 2.People
& Strategy: Human Resources, Strategy, Learning &
Development, WHS 3.Corporate: IT, Finance, Payroll, Property 4.Care
Development Units: Residential and Home Services
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Evolution of BaptistCare 1938 - Started with the Baptist
Forward Movement 1942 - Established committee to provide a
childrens home and a Home of Peace for Baptist Women 1944 - the NSW
Baptist Home Trust was incorporated 1953 - first home Yallambi at
Carlingford opened for Baptist women 1980s - Development of BCS
LifeCare Counselling & Family Services 1986 - NSW Baptist Homes
Trust changed its name to Baptist Community Services 2009 - BCS 65
th anniversary 2014 - Baptist Community Services changed it name to
BaptistCare 2014 BaptistCare 70 th anniversary
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Chaplaincy Chaplains Clients Residents Families & Carers
Employees Housing and Retirement Living Residential Services Social
Housing Community Services Home Services
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Volunteering BaptistCare 70 Years of Volunteering
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Why does BaptistCare exist? Our Purpose: Transforming Lives by
Expressing the Love of Christ
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What does BaptistCare Promise to deliver? Our Promise:
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How do we do this? By our attitude to people:
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How do we do this? And by how we act:
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Our Values
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Our Client Focus
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RESPECT
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Cultural Diversity Foods Special holidays Religious practices
Personal hygiene practices Death and dying rituals General
Care
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How do we do this?
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Privacy The person Personal behaviour Personal communication
Personal data or information
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Confidentiality The obligation of non-disclosure of personal
information without the consent of the person involved
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Policies and Procedures Standard practice guidelines for all
services and programs Ensure legal and funding requirements are met
Ensure best practice Consistent approach Available on the
BaptistCare Intranet
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Professional Boundaries Keep you within your role Protect you
Prevent unrealistic client expectations Enable better workload
Promote healthy work relationships Help separate work and personal
life
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Developing Professional Boundaries Know your role Understand
client needs Understand colleagues workloads Recognise over-
dependence developing (you or your client) Position description
Care Plan/ service guidelines Team meetings Discuss with your
Manager/Team Leader
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Communicating Professional Boundaries Dress neatly Enter
Clients home/room/space respectfully Work within rostered hours, do
not visit out of hours Work as part of a team Adhere to care plans
and BaptistCare Policies and Procedures Direct conversation or
questions to the client if they are present
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Compromising Professional Boundaries with Clients Discussing
your own personal issues Believing you are the only one who
understands Spending time with them when off duty Doing things for
them not on the duty list or care plan
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The Balance Over-Involvement Client overwhelmed Client
dependent Workers too friendly Under Involvement Detachment Client
feels rejected Client feels neglected Professional
Relationship
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Professional Boundaries #1 Rule Say or do nothing in private
with the client that cannot be documented in the clients record or
repeated to your Manager.
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Professional Boundaries Maintenance Be assertive - Respect
others rights while not allowing others to compromise your rights
Know your rights - You have the right to your own personal space,
ideas and self expression
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Assertive Language I would like Thats far enough. Ill have to
check with my supervisor. When youI feeland Id like Please stop I
have to follow the careplan I want you to in future.
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Who can give Feedback? Client/ Resident Family Member Visitor
Service provider Professional association Health registration
authority
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Investigations Recommendations Continuous improvement both for
client care and satisfaction Can be referred to regulatory bodies
Feedback Reasons for Welcoming Feedback
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Making and Recording Comments and Complaints Best to be
written/staff may need to assist Recorded in the CI plan and
feedback register BaptistCare Feedback Form Have your Say Client
Satisfaction Survey
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Preventing Complaints Maintain high standards Communicate well
Undertake ongoing education Maintain good records Consult with
colleagues Be accountable for conduct Treat others with dignity and
respect Have a transparent complaints system Have staff performance
reviews
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Continuous Improvement Defined Continuous improvement is the
process by which we learn from our past experiences and apply that
knowledge to better achieve our objectives
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Continuous Improvement is. Finding better ways of doing things
Promotion a culture of learning, innovation and recognition
Listening to clients, staff and family members Managing our risks
Giving the best possible service Learning from each other
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Why CI? Consistent with our Vision, Values and Purpose
Increasing: Client expectations Competition for funding Regulation
of care and services Job satisfaction and staff morale
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Where do I fit in? Identify problems/suggestions Participate in
the improvement Participate in training Audits systems view Follow
procedures, processes and changes Encourage your colleagues
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Client Satisfaction Survey Measures the total client experience
Monitors, reports and improves upon relationships with clients and
their families Analyses and actions feedback
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Communication
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Types of Communication Verbal Non-Verbal Written
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The Message 50% 40% 10% Body language What you say How you say
it (voice)
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Non-Verbal Communication Eye contact Body posture Contact
Gestures Facial Expressions Voice tone and volume
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Communication Barriers Unclear/incomplete messages Jargon
Disabilities Age Lack of empathy Stereotyping Distance Lack of time
Language Culture
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Active Listening Use appropriate body language face on, lean
in, open posture, eye contact, relaxed Use open and closed
questions Encourage Nod, repeat, mmm, I see, silence Rephrase or
summarise to check understanding Recognise the persons
emotions
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Communication Tips Avoid background noise Choose the right
moment Address person by name Speak slowly and clearly Use common,
direct language Accept criticism when appropriate Show you
understand and say when you dont
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Abuse of Clients ABUSE Physical Psych/ Emotional
NeglectSocialSexualFinancial
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Reporting Abuse Follow BaptistCare Abuse Policy and Procedure
Follow BaptistCare Mandatory Reporting of Assault Policy and
Procedure Report to your immediate Team Leader Report if you
observe someone behaving towards a client in a way that makes you
feel uncomfortable Report is a client shows a change in behaviour
or mood Document on the appropriate form
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Your Role Ensure immediate safety of client Dont jump to
conclusions Report immediately to your Team Leader suspected or
witnessed assaults Reassure the client Dont disturb the area or
remove items that may be evidence for the police Maintain
confidentiality dont discuss with other staff or visitors Complete
a BaptistCare Client Incident Accident Near Miss Report be factual
If someone makes an allegation of assault or unreasonable force
well after the fact it still must be reported to your Manager
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A Positive Work Environment
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Our Values
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Positive Work Environment Discrimination Harassment
Bullying
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Types of Harassment Sexual Racial Disability
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Bullying Unreasonable, unwelcome behaviour Intimidates,
demeans, threatens or humiliates Puts a persons health, safety or
welfare at risk Misuse of power Deliberate Repeated, persistent
and/or hostile behaviour May get worse over time 25-50% will
experience bullying sometime in their work lives
Bullying Behaviours Deliberately excluding someone Unreasonable
demands and impossible targets Sarcasm Belittling Derogatory
suggestions Intimidating remarks Verbal or physical aggression
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Bullying What You Can Do Distinguish between feedback,
criticism and bullying Talk to someone about it Keep calm, stay
professional and negotiate Arm yourself with assertiveness and
self-esteem Report Discuss with your Team Leader/Manager
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Grievance A grievance is a complaint or concern raised by an
individual, employee or group of employees in an organisation about
a workplace issue
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Grievances 1.Try to work things out informally 2.Use the
BaptistCare Grievance Handling Process 3.Refer to Grievance Policy
and Enterprise Agreement
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Being Thankful BaptistCare Thankfulness Video What are you
thankful for?
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Infection Prevention and Control
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Chain of Infection Source of infectious agents Susceptible host
Means of transmission Infection
Preventing and Reducing Infection Spread Describing how
infection spreads Applying precautions Applying effective hand
hygiene Wearing personal protective equipment Cleaning practices
and handling waste appropriately
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Standard Precautions Good hygiene practices hand hygiene Use of
personal protective equipment (PPE) Safe handling and disposal
Protection/covering of damaged skin
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When to Hand Wash Start and finish of shifts and breaks Between
clients/residents Before and after procedures (e.g. taking vital
signs) If contact with blood or bodily fluids After handling soiled
equipment, clothes or linen After removing gloves After cleaning
duties Before and after activities such as going to the toilet,
eating, handling food, coughing or sneezing
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Protection/Covering of Damaged Skin
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Personal Protective Equipment (PPE) Gloves Masks Aprons
Footwear Miscellaneous
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Immunisation Hepatitis B Flu
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Exposure to Infection Needle Stick Injury 1.Skin wash
thoroughly with soap and water immediately, cover the wound if
possible Mouth, nose & eyes rinse well with water or saline
2.Report to Team Leader 3.Go to your local GP or hospital ED 4.Fill
in Worker/Visitor Incident/Accident Report and return to your Team
Leader/ Manager
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Fire Safety
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What is your Role? Do not endanger your own safety Only do what
you are trained to do Listen to and follow instructions Dont panic
Do not use lifts
Remove/Rescue Remove/rescue people in immediate danger (only if
safe to do so)
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Alert/Alarm Alert others Alert Fire Brigade 000 If on mobile
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Confine/Contain Close doors Close windows Turn off air
conditioning This decreases oxygen available to the fire!
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Evacuate/Extinguish Fire Blanket Fire Extinguisher Only if safe
to do so, use
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Using a Fire Blanket 1.Pull down firmly on two visible tabs
2.Open up the blanket 3.Fold the long edge of the blanket over your
hands, fold your wrists inwards and wrap the blanket over your
hands for protection 4.Walk slowly towards the fire always keeping
the blanket between you and the fire 5.Place blanket gently over
the burning material
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Extinguishers Water Extinguishers CO2 Extinguishers
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Using Fire Extinguishers Pull the pin Aim at the base of the
fire Squeeze the handle Sweep across the base of the fire
PASSPASS
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Exits and Fire Doors Know where fire exits are Exits and
corridors should be kept clear at all times Fire doors close
automatically in a fire and are intended to contain fire and smoke
Never prop or block fire doors from closing properly
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Security and Personal Safety
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Security Systems Alarms Paging Keys and Security Passes Signs
Emergency instructions Visitor sign In and Out
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Responding to Catastrophic Reactions 1.Remain calm 2.Respond to
the feelings 3.Reassure the person 4.Remove yourself & others
5.Report 6.Return later
BaptistCare WH&S Responsibilities Ensure the health and
safety of others whilst at the workplace Identify, assess,
eliminate or control risks Consult employees about WH&S matters
Provide adequate training, supervision and instruction
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Team Member WH&S Responsibilities Take reasonable care for
their own and others health and safety Their acts do not adversely
affect the health and safety of others Cooperate and comply with
BaptistCare WH&S policies and procedures
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Risk Management Recognising situations which might cause harm
to people and property Doing something to prevent a hazardous
situation or person being harmed Using a systematic process
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Risk Management Steps 1.What is the problem? 2.How serious is
it? 3.How to solve the problem? Hazard identification Risk
assessment Risk elimination or control then Evaluate/Review
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Hazard Identification
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How to Identify Hazards Walk, talk and observe How do people
actually work? How is equipment used? What chemicals are around and
what they are used for? What safe or unsafe work practices exist?
What is the state of general housekeeping? Review WH&S
records
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Risk Assessment
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Incidents and Accidents Incident Any unplanned, undesired, near
miss or potential which could have resulted in harm Accident Any
unplanned or undesirable event that results in human injury or
damage to property
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Personal Protective Equipment (PPE) Gloves Masks Aprons
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Personal Protective Equipment (PPE) Footwear Eyewear
Miscellaneous
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WH& S Consultation Three forms of consultation H & S
committee H & S Representative Other agreed arrangement Any one
of the above or a combination
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Hazardous Manual Tasks The Basics
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Lift Lower PushPull CarryMove Hold
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Repetitive or sustained force, High or sudden force, Sustained
or awkward posture Repetitive movement Vibration
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WH&S - Risk Management
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Compliance WorkSafe ACT, WorkCover NSW monitor compliance to
legislation and can issue fines or prosecute workers for breaches
Department of Social Services monitor compliance and non compliance
and this can affect funding Breaches of BaptistCare policy may lead
to counselling and/or disciplinary action
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Risk Factors Tools & Equipment Load Characteristics Work
Organisation Work Practices Work Environment Posture Force Direct
Risk factors: cause of injury Time Contributory Risk factors: the
source of the direct risk factors
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Case Study
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Hierarchy of Control
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Problem Solving Risk Factors Vary tasks regularly Use equipment
appropriate for the task Seek assistance Let people know of any
personal limitations Wear suitable clothing and footwear
Stretch/warm up prior to commencing a task Consult with colleagues
to work out the best technique e.g. team lift or lifting equipment
Notify your Manager/Team Leader if a technique is causing you
problems
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What are Musculoskeletal Disorders (MSD)? Affects soft tissues
(muscles, Joints, Nerves, Ligaments and Discs) Common Injuries,
Back and Neck, Shoulder and Hernia Reversible in early stages but
difficult to cure when chronic Occurs in all work areas Occurs
immediately or over years
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How our Body Works: Levers The body is a series of levers. The
closer the load is to the pivot point the less force on the
body
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How our Body Works: Power Larger muscles can do more work than
smaller muscles
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How our Body Works: Balance Maintain our natural curves or be
unbalanced and work our bodies harder
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How our Body Works: Vary your tasks
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Reduce your risk of injury at home and work? Know your own
ability, it will vary Dont work beyond your capacity Adjust and use
the equipment provided Know how to perform the task and use
equipment safely Maintain and monitor your health and well being
regularly
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Health and Wellness Muscles need to Be strong Have good
circulation Be warm Be flexible Be free from excess tension Report
discomfort/pain early Exercise Regularly
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Manual Tasks Safely Principles PLANPOSTUREPOSITIONPERFORM Think
before you act Maintain the natural curves of your back Stabilise
your base of support, feet apart Use controlled movements Check the
weight of the object and your environment and equipment Hold head
uprightEnsure secure gripDont twist Move in close to load Brace
abdominals Face direction of movement Use large muscles Communicate
Use weight transfer when possible
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Examples of Lifting Devices
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Team Lift
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Team Lift Principles PLANPOSTUREPOSITIONPERFORM Think before
you act: nominate leader Maintain the natural curves of your back
Stabilise you base of support, feet apart Use controlled movements
Ensure a clear pathway, and approximate distance Hold head upright
Ensure secure grip Dont twist Move close to loadBrace abdominals
Other person available Check the weightFace direction of movement
Use large muscles Communicate
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Semi-Squat
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Semi Squat Principles PLANPOSTUREPOSITIONPERFORM Think before
you act: Maintain the natural curves of your back Stabilise your
base of support, feet apart Lower body by tilting hips backwards
and bending your knees Ensure there is sufficient room to lift the
object Hold head upright Ensure secure grip To stand up bring your
hips forward straighten your hips and knees Check the weightMove
close to load Brace abdominals Face direction of movement Use
controlled movements Dont twist
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Moving Wheeled Equipment
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PLANPOSTUREPOSITIONPERFORM Think before you act:Maintain the
natural curves of your back Stabilise your base of support, feet
apart in lunge position Push from behind rather than pull. Check
environmentHold head uprightSecure grip on handle at waist to
shoulder height Arms slightly flexed at the elbow Move close to
load, do not overreach Use controlled movements Check equipment:
Dont twist Check the weight Brace abdominals Use lunging action to
move the trolley forward Communicate