LA020622_Ass1_CHCCCS009_Ed1
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Dec 6, 2023
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CHCCCS009 – Assignment 1(Dulcie Pilotti)
What you have to do
The assignment for the unit CHCCCS009 Facilitate responsible behaviour has two tasks.
Task 1 has three case study scenarios and Task 2 has 5 descriptive answer questions.
Task 1 - Case Studies
Part A
Scenario 1 - A difficult and demanding patient
The scenario below describes a situation in which a client behaves in a difficult or unacceptable way. Your task is to answer the questions. You are at times the only one working at time at the reception desk as an administration clerk at a large hospital working in the emergency department. The waiting room is full of sick and injured people and there is a two hour wait. When outpatients arrive they are assessed by the triage nurse into critical and non-critical care.
On Thursday the 25
th
of February at 10:00am John arrived at the emergency waiting room. John is a 25yr old man who is an outpatient. John appears to look malnourished, and has scars on his wrists. You notice that he also has wounds on the inside of his elbow.
John has been waiting for approximately an hour when he approaches the desk for the second time. With his flushed faced and dilated pupils He demands to be seen immediately. I tried to explain that there are still several patients to be seen before him. He starts swearing, shouting and shaking his fists at you, saying “I am sick and must be seen, by the doctor now.” As he leans across the desk, with you smell alcohol on his breath and you notice his eyes are quite bloodshot.
John then is removed from the waiting room, and put in an emergency bed to wait for the doctor to see him. Questions
1.
What two types of behaviour is the patient demonstrating?
Aggression and Intoxication 2.
Briefly explain the two behaviours.
Aggression: Any behaviour that is forceful or harmful towards other people/things.
For example, violence, shouting and swearing.
Intoxication: State where a person has consumed enough drugs or alcohol that their physical and mental abilities and mood are affected. 3.
List 4 signs that indicate John’s behaviour.
Flushed face/dilated pupils LA020622 Assignment 1, CHCCCS009 Ed 1
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© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
Shouting/demanding
Swearing
Impatience 4. How can you help diffuse anger and frustration to ensure the safety of yourself and others? Maintain behaviour that helps diffuse anger and frustration.
Remain calm and speak calmly
Maintain open and relaxed body posture
Use eye contact to show you are listening
Seek help from other staff or security if available 5.
What policy and procedures would you have in workplace to deal with this type of behaviour?
Duty of care
Safety and security
OHS
Incident reporting
Code of conduct 6. Whom should you consult for assistance, if needed, while dealing with this behaviour?
Security or other staff members/supervisors if available. Police if behaviour escalates to violence/harm to staff or other patients 7. Using the case study information fill out the incident report form on the next page.
INCIDENT REPORT FORM
Employee’s Name and
Job Title
Dulcie Pilotti Allied health worker Date & Time of Incident
Thursday the 25
th
of February at 10:00am
Location of the incident
Emergency waiting room Details of incident
25-year-old male John becomes verbally aggressive and
abusive and demanded that he is seen by a doctor immediately after waiting in the waiting room for an hour.
Who was present?
Allied health worker Dulcie Pilotti
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LA020622 Assignment 1, CHCCCS009 Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
Were there any injuries to the client/the worker/other clients?
(Please describe)
No injuries occurred from the incident itself What action was taken?
John was removed from the waiting room and placed in emergency bed to wait for a doctor What further action is required?
Report and debrief with other staff e.g. supervisor Worker’s signature & date
25/02 DP
Supervisor’s Name & Title
What action was taken as a result of this incident?
None
Supervisor’s signature and date
Part B
Scenario 2: Mary, an over smart employee
You are a supervisor of the clerk staff in the maternity department of a large hospital. You have a new worker Mary starting today transferring from another hospital.
Mary is a trained clerk, so it is just a matter of showing her the policy and procedures for your department. For the first few weeks Mary seems to be settling in quite well and you are happy with her work performance, however this week Mary seems have a different attitude towards work. She refuses to follow orders and listen to the other supervisors of the different sections of the hospital, because Mary feels she knows better.
You start to hear that other clerks and midwifes, in the department are getting annoyed with the comments from Mary about the department and other staff members. Mary continues to tell the other staff members what to do, and interrupts their conversations consistently with her opinions and gossip. Mary is telling everyone that her way is better, and she prefers the procedures she has learnt from the hospital she came from. Questions 1.
How would you manage this behaviour? 1.
Define problem 2.
Think about a range of possible solutions 3.
Analyse possible solutions LA020622 Assignment 1, CHCCCS009 Ed 1
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© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
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4.
Implement the one most likely to succeed 5.
Evaluate success of chose solution 6.
2.
What do you think is causing this behaviour?
Being a new person in workplace can be overwhelming which can cause Mary to act out in certain ways. She may try to overcompensate and overdo things which may come across negatively. 3.
What other information do you need about this employee? Where could you obtain this information? Her previous work experiences/reference. This can be obtained from Human Resources department. 4.
What communication skills would you use to deal with this situation?
Effective listening skills
Calm and open body language when speaking to parties
Non-biased language
Avoid intimidating/threatening behaviour
Negotiation 5.
What policies might an organization have in place to deal with this type of situation?
Code of conduct 6.
As a supervisor what actions would you provide to all staff members involved? 7.
Performance review with Mary 7.
What type of specialist services might you refer this employee to, if you needed to?
8.
Counselling if needed Part C
Scenario 3: Dave, a depressed soul
Dave is a 36-year old man with a slight drinking problem. He works as a ward clerk in a busy
Cardiology department. This job can have a lot of high stress situations. Until now Dave has kept his drinking under control. Dave has issues with his personal life things haven’t been going well with his marriage and his wife has filed for divorce .Dave has started to drink more
at home and knows it is affecting his ability to concentrate at work.
He thinks this has been noticed and that he may lose his job. When he is sober, he is very polite but he says his drinking causes him to lose control of his temper. He is angry with the world and blames his job for his addiction. He has come to work today and looks a bit disorientated. When you ask him how he is going
he explodes and begins abusing you.
Questions
1.
What do you think is an acceptable way to manage this behaviour?
Be calm and speak calmly, keep open body language and maintain eye contact. Avoid using threatening language. Report to supervisor about his behaviour. 2.
What do you think is causing this behaviour?
Stress of his marriage plus high stress situations at his work. This can all become overwhelming for individuals to deal with and they often end up affecting a persons behaviour. 4
LA020622 Assignment 1, CHCCCS009 Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
3.
What other information do you need about Dave? Where could you obtain this information?
Dave’s past performance reviews. HR department 4.
What communication skills would you use to deal with this situation?
Calmness and empathy toward his situation. Effective listening
5.
How would you endeavour to keep you, Dave and other workers safe from harm?
Dave to take some time off work so he can concentrate on his personal life.
Refer Dave to a professional counsellor to help him and allow him back to work when he is fit to do so.
Let other staff members know there are services available if they feel unsafe/need help 6.
How should you monitor Dave’s subsequent behaviour in the medium to long term? What should you do after the incident?
Random drug and alcohol tests during work with the consequence of suspension or termination. 7.
What policies and procedures might an organisation have in place to deal with this type of unacceptable behaviour?
Drug and alcohol policies 8.
What might your needs be after you have dealt with an incident like this and what kind of support should you expect from your manager or supervisor?
For Dave: counselling and time off Person involved when Dave explodes: Counselling and time off if needed Task 2
Questions
1.
List the effective communication strategies you would use to achieve the desired outcomes in responding to behaviours of concerns?
1.
Define problem 2.
Think about a range of possible solutions. 3.
Analyse possible solutions 4.
Implement the one most likely to succeed 5.
Evaluate success of chose solution 2.
List the 4 steps to ensure the safety of yourself and others when dealing with a challenging behaviour.
Be alert and remain alert
Maintain behaviour that helps diffuse anger and frustration
Remove yourself and others from situation if safe to do so
Eliminating the cause or triggers for the behaviour 3.
How can you effectively use negotiation/conflict management skills along with the appropriate communication techniques to divert and minimise aggressive or violent behaviour.
9.
You can effectively divert and minimise aggressive or violent behaviour by using verbal (e.g., voice) and non-verbal (e.g., body language) communication strategies to
solve problems as well as using the 5 basic principles for negotiating: 10. Be hard on the problem, soft on the person 11. Focus on needs, not positions
LA020622 Assignment 1, CHCCCS009 Ed 1
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© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
12. Emphasise common ground 13. Be inventive about options 14. Make clear agreements
4.
List all the statutory requirements of clients that your practice must need to consider in order to meet their legal and ethical obligations. 15. Protection requirements (e.g., Who they can and can’t see or live with, restraining orders
16. Reporting (e.g., mandatory reporting, who to report, how to report)
17. Temporary Protection visa (for people seeking asylum in Australia) 18. Funding Service Agreements (the responsibility of the agency regarding use of that funding) 19. Workplace Health and Safety Act requirements 20. Agency and/or department regulations and guidelines 21. Providing inclusive programs that do not discriminate against those from other cultural backgrounds or disability. 5.
Why completing reporting requirements is mandatory in order to stay complaint with the required legal and ethical requirements of the business.
It’s important to complete reporting requirements to ensure the business stays compliant with the required legal, and ethical requirements. Checklist
I have:
answered all questions in the space provided
clearly identified my answers
6
LA020622 Assignment 1, CHCCCS009 Ed 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 1, November 2015
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