Reflection

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Feb 20, 2024

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1 Part II: Reflection Name: Shronda Cole 220 Communication Skills for Human Services Chantelle Walker Southern New Hampshire University August 12, 2023

2 Part II: Reflection The collaboration of multiple stakeholders is necessary to ensure that vulnerable clients overcome the barriers created by the inefficient transport services of BTC and can efficiently access medical and mental health services. One of the stakeholders whose participation is necessary to improve the efficiency of BTC services is policymakers. Policymakers at various levels may be influential in passing policies to support the improved efficiency of BTC, such as policies that increase funding to the program (AHRQ, 2023). Discussions with more clients who use BTC are also instrumental in comprehensively identifying client experiences and acquiring detailed information on the weaknesses of BTC and suggestions for streamlining the program. Likewise, more discussions with other healthcare providers are necessary in order to obtain more information about the deficiencies of BTC and their effects on patients. Furthermore, the discussions should also involve community leaders, who can not only advocate for BTC and the clients it serves but also engage BTC’s administration to find solutions and create awareness in the community about how clients can efficiently utilize BTC. Discussions with leaders of non-profit organizations are also desirable as these organizations can provide additional funding or other resources and support to streamline BTC’s service delivery (AHRQ, 2023). Based on my research of available transportation options, I would appropriately adapt the presentation’s message for different audiences in order to appeal to their unique interests and concerns (AHRQ, 2023). For instance, when presenting to policymakers, I would focus on explaining that funding improvements to BTC’s service delivery will reduce healthcare costs by reducing patient complications. When presenting to a non-profit organization, on the other hand, I would focus on emphasizing the importance of BTC’s transportation services for vulnerable populations and convincing the organization’s leaders that BTC can only

3 implement improvements to its service delivery with the support of other organizations as government funding alone is insufficient (AHRQ, 2023). Several social and cultural factors will need to be considered when delivering the message to different audiences. Two of these factors are literacy levels and language. When presenting, I would need to use appropriate language that can be easily understood by each audience. For example, when presenting to policymakers or funders, I can use technical language as the audience is likely to be well-educated and well-informed on healthcare issues. However, when I present to clients, I will need to use simple language since many of the clients come from low socioeconomic backgrounds and are, therefore, likely to be poorly educated and unable to grasp complex language (Brooks, et al., 2019). I also have to consider that some of my clients may be immigrants with a poor grasp of English, in which case I would need to utilize a translator. I would also need to consider the cultural background of each audience. For instance, when presenting to an audience of immigrant clients, I will need to demonstrate respect and sensitivity toward their culture. Recognizing the diversity within my audiences and adapting my communication approach to meet their needs and preferences will increase the likelihood of the various audiences understanding my message and receiving it positively (Brooks, et al., 2019). I would also employ legal and ethical standards during my presentations to different audiences. I would protect the privacy and confidentiality of clients when presenting their issues to third parties using techniques like abstaining from discussing clients’ personally identifiable details like their names or addresses and refraining from disclosing sensitive details about their health conditions (Ewuoso, et al., 2021). In addition, I would employ legal and ethical standards by requesting clients to give me informed consent to use their stories in my presentations to other clients and other stakeholders. However, even with clients’ consent, I would still communicate in a manner that protects their privacy, confidentiality, and dignity.

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4 Finally, I would employ legal and ethical standards by ensuring that the information in my presentations is accurate, up-to-date, and impartial (Ewuoso, et al., 2021). References AHRQ. (2023). Designing and implementing Medicaid disease and care management programs. Agency for Healthcare Research and Quality (AHRQ). https://www.ahrq.gov/patient-safety/settings/long-term-care/resource/hcbs/ medicaidmgmt/mm2.html Brooks, L. A., Manias, E., & Bloomer, M. J. (2019). Culturally sensitive communication in healthcare: A concept analysis. Collegian , 26(3), 383–391. https://doi.org/10.1016/j.colegn.2018.09.007 Ewuoso, C., Hall, S., & Dierickx, K. (2021). How do healthcare professionals respond to ethical challenges regarding information management? A review of empirical studies. Global bioethics = Problemi di bioetica , 32(1), 67–84. https://doi.org/10.1080/11287462.2021.1909820

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