Communicate and work in health and community services

Learner Workbook

This forms part of your assessment for CHCCCOM005 – Communicate and work in health or community services

Student Full Name: _________________________________          

Student Number: __________________________________

Email:            [email protected]

2.       Explain how and when you may use non-verbal communication

3.       Briefly explain Lasswell’s model of communication and how this differs with the Shannon and Weaver model of communication.

4.       Howshould you demonstrate respect in your communications at work in the health and community services?

2.       How can networking help you within the workplace?

You are working in a nursing home as a formal caregiver. The client you are assigned to is William Kerr, who has hearing loss, reduced level of attention and repeated reports of falls. One of the prescriptions of Dr Stewart who is a neurologist in the nursing home is Falls Prevention Program. You were asked to inform Henry that he needs to attend the physiotherapy ward three days per week to participate in their Falls Prevention Program. You go to Henry’s room and explain that he needs to participate in the program due to the falls incidents that he experienced recently. Henry nods his head confirming that he understood what you meant. However, you know that Henry has hearing loss and reduced level of attention. Therefore, you need to use other strategies to ensure Henry has completely understood you. How can you confirm a person has understood you?

2.       What are reflection skills?

3.       What is motivational interviewing?

4.       Why should you use collaboration over confrontation at work?

2.       Briefly describe a situation where you have exchanged information in the workplace, provide details of the timeframes and the confidentiality requirements that were needed.

2.       What information should you write down hen receiving a message?

3.       Case study- You are working as a new individual support worker in an aged care facility. You supervisor who is a registered nurse asks you to support Mary in balance recovery program. However, you have never been trained for this program. How do you communicate this with your supervisor to adhere ethical and legal considerations?

2.       What types of service providers are there in the health care system?

3.       What three national subsidy strategies exist in Australia?

·         Workplace acronyms 

·         Workplace abbreviations 

·         Workplace slang 

·         Workplace sociolect.  

Aim to give two examples for each. For each example, give the term used and explain what it means or refers to. 

2.       Identify three people/positions/roles that may be considered below you in the hierarchy of the workplace.

For both question 1 & 2, briefly explain the communication protocols that apply in your interactions with them.

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Activity

2.       What are some of the issues facing health care in Australia?

3.       What are three translation and interpretation sources in Australia?

2.       What are cultural misunderstandings and how can they be avoided?

2.       Give an example of a situation at work where you have successfully defused and resolved an issue of conflict.

2.        What are legal and ethical considerations in relation to child protection in terms of risk indicators and notice of disclosure by adults? 

In Birmingham, Richard Smith lives with his wife, Catherine Frossard. The lady, who is bed bound from stroke, was found by her friend, Andy, with infected bed sore. In addition, her catheter had clogged and Richard did not change her bandages for a long time. Their children claim that their father did not allow them to visit their mother. Therefore, they were not aware of their mother’s situation. Explain how Andy would report this and to whom?

You are working in an aged care facility as a caregiver. You also have to look after your grandmother diagnosed with multiple sclerosis at home. She is semi-dependent, and you have to support her in the basic activity of daily livings including bathing and transferring from bed to chair. It is about a month that you feel fatigue and anxious, which affects your work performance in the aged care facility. As a result, you cannot fulfil your responsibilities in a perfect way. For example, you go to the work late and you have shown some aggressive behaviour when you were working with your client.

Explain  

1.       How do you resolve this issue? 

2.       How do you continue your practice by considering right-based service delivery approach? 

Activity

2.       How can you prevent conflict?(4 methods)

3.       When and how should you refer an issue of conflict to your supervisor/manager?

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·         Legal, ethical and organisational requirements 

·         Industry terminology 

·         Effective use of clear language. 

Read the below instruction that has been prescribed by a psychiatrist for William who recently had knee replacement operation. He needs to do the exercise three times per day for 10 days. Your supervisor asked you to supervise William while doing the exercise. Explain how you ensure that you have fully understand the exercise before you start supervising William.

 Instruction for performing the straight leg raising (SLR) exercise

The straight leg raising (SLR) exercise is an easy strategy to increase strength of your clients quadriceps muscles and improve their balance during walking. the role of quadriceps is stability of the knee joint which is usually affected in older people who had knee replacement.

Here is step by step instruction for doing SLR:

·                     Ask your client to lie on the supine position on a flat surface.

·                     Ask them to flex their uninvolved leg (the one that wasn’t operated on) to a 90-degree angle and keep their foot flat on the surface. Ask them to keep their operated leg in extension position without any flexion.

·                     Ask them to slowly lift their involved leg about 2.5 cm off the floor by contracting their quadriceps muscles. Then instruct them to hold it for 5 seconds.

·                     Ask them to slowly lower their leg to the floor, relax the quadriceps muscles and repeat the exercise 10 to 15 times.

Activity

2.       Provide an example document that you would need to complete to organisational standards. You can either replicate this in the space below or provide evidence of one attached to your workbook. As a simulation, fill this out as you would be required to with example details. 

Simulated activity should show a clear account of event and message to be relayed.  

A patient/client has visited your service to ask for assistance with a healthcare matter, for example, they require additional medication or have requested to see a specific worker. They are displaying signs of stress/agitation and have requested a quick response. 

Provide the information in a clear manner, for passing to the appropriate person. 

Ø  A holistic and person-centred approach/ whole care/ everything about client

Ø  Promotion of the wellbeing of staff, clients and communities

Ø  Early identification of problems

Ø  Delivery of appropriate services

Ø  Commitment to meeting the needs and upholding the rights of people

Ø  Commitment to empowering the person and/or the community

Ø  Ethical behaviour

Ø  Preventative strategies

Ø  Exercise of responsibilities and accountabilities within the context of duty of care for clients.

2.       Identify an area of your work that could be improved. 

·         What is the issue? 

·         What could be improved about it? 

·         How would you achieve this? 

·         What would this solve? 

Ø  What does it aim to achieve?

Ø  How will it manage this? What needs to be done?

Ø  What will the outcome be?

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Role-play: Read the following scenarios for three different situations where you need to communicate with others based on person-centred approach. Then through role-plays demonstrate your communication skills

Scenario 1

You are working as an experienced caregiver in a nursing home. Few days a go a new caregiver joined to the nursing home. Your supervisor who is a registered nurse assigned both of you to Madonna who is entirely dependent older person with mobility issue. Tour task is transfer Madonna from bed to wheelchair and support her in bathing. You noticed the new caregiver seemed confused and anxious while listening to the instructions. Later he discussed with you that it was his first experience of working with a person with mobility problem and he was not confident to work with you who were an experienced caregiver. He also was confused about the working hours in this nursing home. Through the role play, you are required to demonstrate how you will first explain him the working hours, and how he needs to transfer Madonna from bed to wheelchair and support her in the activity of bathing.

You also need to explain how you will negotiate the time frame to complete the activity of bathing.

Scenario 2

You are having a telephone conversation with your facility manager to place the

order of walkers. While talking to him, there is lots of background noise which is causing constraint in the communication. You want to get the order to be delivered in next 2 days due to urgent needs of older people in the facility as several older people with gait problem have joined to the facility last week. Through role play, you are required to demonstrate how will you respond appropriately while physical communication constraint is present. Also, you need to clarify the number of existing walkers in the facility and negotiate the time frame of 2 days to get the delivery.

Scenario 3

You are working in an adult day care as a caregiver. The person you are assigned to is Francis who is, 70 years old with stroke. You enter to her room for the first time and introduce yourself. Francis smiles at you. Then you notice that Francis is a French speaker with a weak level of English. Her speech problem due to the stroke along with her weak level of English make it very hard to understand her. Demonstrate how will you communication with this client.

Please attach the signed observation sheet by trainer/assessor if done as simulated activity in class. If not performed in class, please write 3 scenarios in detail.  

Question2:

What are two considerations in communication for the following aspects of duty of care?

·         Privacy 

·         Confidentiality   

·         Discrimination  

·         Reports writing:   

·         Informal consent. 

Question 3

Write the application of each of the following sources of legal and ethical information for health and community services.

·         Residential Care Manual 2003

·         Aged Care Act 1997

·         The National Code of Conduct for Health Care Workers

 Question 4

Define the following terms in health and community services setting:

·         Formal caregiver 

·         Informal caregiver 

·         Basic activities of daily living (BADL) 

·         Independence 

·         Frailty 

Question 5

Why is it important to avoid grammatical errors, spelling and pronunciation in our communication?

Question 6

The table below depicts some of the positions in a multi-disciplinary health care professional team. Match the positions with the relevant responsibilities. 

Question 7

Define a typical organisational fellow chart in health or community services and explain how they work together

Question 8

What are five methods of maintaining links and interrelationships with other health and care service providers?

Question 9

What care provides are funded by Commonwealth for providing care for older people?

Question 10

Describe how the following digital media is used in community services and health care sector for addressing health and community services needs of the clients?

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