CHCCOM005 Communicate and work in health or community services Workbook

This workbook is for the unit CHCCOM005 Communicate and work in health or community services. It includes underpinning knowledge questions and activities related to verbal and non-verbal communication, Lasswell's model of communication, respect in communication, networking, confirming understanding, reflection skills, motivational interviewing, confidentiality in verbal communication, and more.

CHCCOM005
Communicate and work in
health or community services
Workbook

Table of Contents
Table of Contents..........................................................................................................................................1
Message to Student......................................................................................................................................3
CHCCOM005 – Communicate and work in health or community services.....................................................3
Student Overall Assessment Record Sheet....................................................................................................4
Pre Assessment Checklist..............................................................................................................................6
Student Assessment Cover page...................................................................................................................8
Assessment 1: Underpinning Knowledge Questions...................................................................................10
Activity 1A – PC 1.1...................................................................................................................................10
Activity 1B – PC 1.2...................................................................................................................................11
Activity 1C – PC 1.3...................................................................................................................................12
Activity 1D – PC 1.4...................................................................................................................................13
Activity 1E – PC 1.5...................................................................................................................................14
Activity 2A – PC 2.1...................................................................................................................................15
Activity 2B – PC 2.2...................................................................................................................................16
Activity 2C – PC 2.3...................................................................................................................................17
Activity 2D – PC 2.4...................................................................................................................................18
Activity 3A – PC 3.1...................................................................................................................................19
Activity 3B – PC 3.2...................................................................................................................................20
Activity 3C – PC 3.3...................................................................................................................................22
Activity 4A – PC 4.1...................................................................................................................................23
Activity 4B – PC 4.2...................................................................................................................................25
Activity 4C – PC 4.3...................................................................................................................................26
Activity 4D – PC 4.4...................................................................................................................................27
Activity 5A – PC 5.1, PC5.3........................................................................................................................28
Activity 5B – PC 5.2...................................................................................................................................29
Activity 5C – PC 5.4...................................................................................................................................30
Activity 5D – PC 5.5...................................................................................................................................31
Activity 6A – PC 6.1...................................................................................................................................32
Activity 6B – PC 6.2...................................................................................................................................34
Activity 6C – PC 6.3...................................................................................................................................35
Activity 6D – PC 6.4...................................................................................................................................36
Appendix 1 ACCIDENT / INCIDENT REPORT..................................................................................................38
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Assessment 1: Underpinning Knowledge Questions Assessors Feedback....................................................40
Assessment 2: Research Work/Project (Q & A)...........................................................................................42
Assessment 2: Research Work/Project Assessor Feedback..........................................................................54
Assessment 3: Observation of Practical Skills..............................................................................................56
Appendix 2 Mountain View Aged Care Facility Care Plan.............................................................................58
Assessment 3: Observation of Practical Skills Assessor Feedback................................................................62
Message to Student
Please ensure you read the Assessment Information booklet and the Student Handbook provided to
you in your Learner App. Ensure you understand the assessment process.
These booklets provide important information such as:
 Overview
 Written work
 Active participation
 Collusion
 Who are you being assessed by
 Competency outcome
 Additional evidence
 Confidentiality
 Assessment appeals process
 Recognised prior learning
 Special needs
 Reasonable adjustment
 Assessment guide
 Assessment submission
 How should I format my assessments?
 Written work
 How should I reference the source of information I use in my assessments?
 Return of assessments
 Plagiarism
 What about copyright?
This assessment is a mixture of closed and open book questions, you will be required to research
different sources of media i.e. internet, text books and in the Student Guides provided to you.
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Please provide your answers using your own words. Do not copy or plagiarise from any of your
sources.
CHCCOM005 – Communicate and work in health or community services
For all documentation on the performance criteria and assessment requirements of the unit
CHCCOM005 Communicate and work in health or community services, please refer to the
training.gov.au website using this link. https://training.gov.au/Training/Details/CHCCOM005
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Student Overall Assessment Record Sheet
Unit Code and Title CHCCOM005 Communicate and work in health or community
services
Student Name
Student ID
Unit Start Date
Assessment Items
Attempts Result
S = Satisfactory
NS = Not Satisfactory
DNS = Did Not Submit
C = Competent
NC = Not Competent
Date of
Completion
Assessor/
Name and
Initials
Assessment 1
Knowledge/skills
Assessment e.g.
Questions & Role Plays
S NS DNS
Assessment 2
(if required) Project based activities S NS DNS
Assessment 3 Simulation / Workplace
Observation S NS DNS
Final Assessment Result for this unit C NC
Feedback to Student
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Assessor Name & Signature: ____________________________________ Date: __/___/____
Student Declaration: I declare that I have been assessed in this unit and have been advised of my
result. I also am aware of my appeal rights.
Signature: _____________________________________ Date: _____/______/______
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Pre Assessment Checklist
Student Name: Assessor Name:
Unit Start Date: Location:
Unit Code and Name CHCCOM005 Communicate and work in health or community services
Checklist for Conducting the Assessment 
Student confirms readiness to be assessed 
Time and date of the assessment was diarised and agreed to by the student

Unit Due Date: Time: Location:
Criteria against which the students performance will be assessed are explained
to the student 
Student has read the Assessment guidelines document where assessment methods,
processes and documentation about assessment have been explained to student. 
Has student any special any special requirements? Please list special requirements:

Confidentiality of assessment outcome has been explained. 
Right to appeal assessment decision has been explained to the student. 
All hygiene, Work, Health and Safety requirements have been met as per orientation
pack. 
Instructions to the Students
 Should you not answer the questions correctly, you will be given feedback on the results and
your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge
and skills to be deemed competent for this unit of competency
 If you are not sure about any aspect of this assessment, pleases ask for clarification from your
trainer.
 Please refer to the Australian Nursing and Training Services Student Handbook for more
information.
 If you have questions and other concerns that may affect your performance in the assessment
please inform the assessor immediately.
In signing this form, the student acknowledges that s/he is ready for assessment and that the
assessment process has been fully explained. The assessment information gathered (including student
name, but no other personal details) will be used by the training organisation for specific record
keeping purposes.
Student’s Signature:
Assessor’s Signature:
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Student Assessment Cover page
Students to complete when submitting assessments
Unit Code and Title CHCCOM005 Communicate and work in health or community
services
Student Name
Student ID
Student contact
Unit Start Date
Student Declaration: I declare that the work submitted is my own
original work and has not been copied or plagiarised from any person
or source (published or otherwise) without acknowledgment in the
text.
I am fully aware of the penalty of plagiarism.
Signature:________________________________________
Submission Date: _____/______/______
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Assessment 1: Underpinning Knowledge Questions
Complete the following activities individually or in a group (as applicable to the specific activity and the
assessment environment).
Activity 1A – PC 1.1
Student Name Student ID ANT00000_____
1. List three attributes of both verbal and non-verbal communication.
 Both assist in exchange of information.
 Help in establishing rapport.
 Help in understanding the requirement of each other.
2. Briefly explain your understanding of Lasswell’s model of communication
and how this differs with the Shannon and Weaver model of
communication.
Lasswell model is a basic model which entails the entire process through which
communication takes place beginning with the sender and ending with the
receiver and in the Shannon and Weaver Model takes it a step further by
introducing the step feedback from the receiver and noise.
3. Why should you demonstrate respect in your communications at work in
the health and community services?
While dealing with patients it is essential to understand what they are
feeling or communicating and for this purpose, it is essential to hear them
out patients and respectfully and in reverse, the communication done by the
nurses should be extremely clear and concise.
Activity 1B – PC 1.2
Student Name Student ID ANT00000_____
1. A client needs to go for a dentist appointment. The client will be collected at
9.00am by a taxi, so must be ready to go. List ways in which you can clearly
communicate this information.
 Accurate description of the information.
 Clear and concise communication.
 Affirming after the communication has been made to the client.
2. How can networking help you within the workplace?
Like developing relationships help in developing trust, networking assists in
accumulating all the recent news and consulting other professionals in the field
and thus increase number of opportunities.
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Activity 1C – PC 1.3
Student Name Student ID ANT00000_____
1. How can you confirm a person has understood you?
 Ask open ended questions.
 Present a summary of the entire communication made.
 Repeat the major points and confirm if there is requirement of any
further information.
 Affirmation that other party has understood.
2. Provide four examples of actions you can take.
 Summarise the key points presented.
 Ask the other party what was their understanding.
 Confirm that they understood what was intended.
 Give additional information in written context.
Activity 1D – PC 1.4
Student Name Student ID ANT00000_____
1. Briefly describe what reflection skills are.
Reflective skills help in analyse what was communicated and form
appropriate conclusions. This can be done through either mirroring or
paraphrasing.
2. What is motivational interviewing?
Motivational interviewing is a behavioural therapy technique assisting the
people in evolving their current behaviour so that their well-being can be
enhanced.
3. Why should you use collaboration over confrontation at work?
Confrontation is a negative word and depicts disagreement between two
parties. Collaboration on the other hands shows coming together of two parties
to complete a task assigned and purports positive energy. Therefore,
collaboration should be used over confrontation.
Activity 1E – PC 1.5
Student Name Student ID ANT00000_____
1. Provide 3 examples of precautions that can be taken to ensure
confidentiality is kept during verbal communication?
 Ensuring that communication cannot be overheard.
 Making the other person realise the sensitivity of the information.
 Maintaining the secrecy regarding patient’s information and
identity.
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2. How quick should information be communicated to supervisors or
colleagues and what confidentiality requirements are needed.
Based on the sensitivity, information is communicated to the higher
authorities using sealed envelopes or in private rooms and it is ensured that
appropriate protocols are followed while communicating in the workplace.
Activity 2A – PC 2.1
Student Name Student ID ANT00000_____
1. What information should you retain when receiving instructions?
Provide three examples.
 Details regarding the work that is assigned.
 The deadline within which the work should be completed.
 Safety instructions or equipment requirement.
2. What information should you write down when receiving a message?
Provide four examples.
The contact details if any.
Product or label information if any.
Relevant time and date if required.
Important instructions or key points intended to be communicated.
Activity 2B – PC 2.2
Student Name Student ID ANT00000_____
1. Identify three types of additional services that you may recommend a
patient or client could use for their benefit.
 House Cleaning services
 Entertainment and shopping services.
 Meals on wheels service or Coffee and Cake mornings.
2. What types of service providers are there in the health care system? Provide
two examples.
 Public Hospitals treating general public for free or on minimum
charges.
 Private Hospitals charging for the treatment provided to the general
public.
3. What three national subsidy strategies exist in Australia?
 Medicare
 PBS i.e. Pharmaceutical Benefit Scheme
 Private Health Insurance rebate.
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Activity 2C – PC 2.3
Student Name Student ID ANT00000_____
Make a brief list of examples of the following:
 Workplace acronyms
 Workplace abbreviations
 Workplace slang
 Workplace sociolect.
Aim to give two to three examples for each.
For each example, give the term used and explain what it means or refers to.
 Workplace acronyms are formulated usually by taking the initials and are
used for organisations or societies etc. Some of these are GP i.e. General
Practitioner and RN i.e. Registered Nurse etc.
 Workplace abbreviations are short fo9rms of commonly used words or
sentences like ASAP i.e. As Soon AS Possible, FYI i.e. For Your Information
etc.
 Workplace slang are the commonly used terms and words that have no
meaning in dictionary but are acknowledged or understood by everyone like
Arvo i.e. Afternoon, Bludger i.e. a lazy person etc.
 Workplace sociolect is a variety of dialects and languages exiting within a
social group like Jolly i.e. very, beastly i.e. horrible etc.
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Activity 2D – PC 2.4
Student Name Student ID ANT00000_____
Identify three people/positions/roles that may be considered above you in the
hierarchy of the workplace.
 Inspectors
 Managers and supervisors
 Medical practitioners
Identify three people/positions/roles that may be considered below you in the
hierarchy of the workplace.
 Caterers
 Laundry Services
 House cleaning department
For each, briefly explain the communication protocols that apply in your
interactions with them.
ABOVE YOU
Three People above you:
 Inspectors
 Managers and supervisors
 Medical practitioners
Communication Protocol: There are own set of communication protocols to be
followed. While communicating with supervisors an informal approach can be
adopted since these are those persons with whom daily interaction takes place
and while communicating with inspectors a strictly formal approach needs to be
followed.
BELOW YOU
Three People above you:
 Caterers
 Laundry Services
 House cleaning department
Communication Protocol: These are those members who simplify the
environment in which one operates and ensure that necessary hygiene and
sanitation can be maintained. Therefore, they should always be communicated
with respect and gratitude.
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Activity 3A – PC 3.1
Student Name Student ID ANT00000_____
1. Identify three difficulties that you may experience at work and explain how
you would deal with each and report them.
three difficulties
 Identification of current health problems in the area
 Difficulty in Aged care
 Health issues amongst Aboriginal Australians
how you would deal with them
 Developing, new skills and methods
 Using Interpreters familiar with multi-lingual terms and phrases.
 Developing an all-round knowledge.
how you would report them
They would be properly recorded and the problems conveyed to the higher
authorities. Further, sensitivity would be maintained wherever required and
appropriate caution and privacy would be exercised.
Activity 3B – PC 3.2
Student Name Student ID ANT00000_____
When working with a diverse range of people we are bound to come across
situations where we need to consider our personal values and attitudes and our
non-judgemental approach. In the following table describe how you would
respond to each situation.
Situation Response
Your client is an Aboriginal woman.
She does not want you to shower her
as you are male. You are the only
person available at the current time
to do showers.
Since the client is so persistent,
she should not be forced in any
manner and her being a female
changes everything. The
practitioner should talk to his
supervisor regarding the matter
and steps should be taken.
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Your client is a devout catholic. She
often talks to you about God and asks
you about your religious beliefs. You
are an atheist.
It is not a major mishap and there
i9s simply conflict of beliefs. The
care taker should avoid
discriminating or challenging her
opinions but should also not
hesitate in stating his beliefs.
Your client is a mother who has just
found out that her daughter is a drug
addict. She is inconsolable – crying
uncontrollably and blaming herself
for her daughter’s addiction.
The care taker should empathise
and understand that it is natural
for her to experience such things.
The care taker should make her
understand that there are a
variety of solutions available with
her that she can pursue in order to
cure her daughter completely and
be a mental support for her
daughter rather than crying.
Your client is Italian and speaks
hardly any English. You do not speak
Italian and are not able to
understand what she is saying.
Linguistic barriers can be resolved
by using professional interpreters
who can assist in the entire
process.
Your client is blind. You need to
explain a procedure to her.
By adopting a calm tone and using
short and clear words to
communicate are some of the key
points.
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Your client is dying from cancer. She
is in a lot of pain and is not expected
to live more than a few days.
When a client needs palliative
care, the best thing that care
taker can do is to hear them out,
empathise with them and adopt a
cheerful tone but resist giving
false hopes.
Your client is 100 years old. You are
20. Your client constantly reminisces
about how good things were in the
old days and how young people
nowadays are all no good.
Listen out to her patiently and
always remain calm. The
caretaker should keep in mind
that she has aged and therefore
rigid in her beliefs. However
caretaker should not hesitate to
present their own point of view
should the need arise.
Activity 3C – PC 3.3
Student Name Student ID ANT00000_____
1. Define a conflict of interest.
Conflict of interest signifies that situation where a decision might benefit the
client but can cause damage to the decision maker and there is potential of
garnering personal benefit from the situation.
2. List three conflict situations at work and how would you resolve them.
Conflicts regarding personal relationships, political views or financial interests
come under conflicts at work. In order to resolve such problems, the worker can
identify the root cause of problem, investigate the issue, ascertain what are the
required amendments to be made, develop solutions for implementing such
amendments and implement appropriate solutions.
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Activity 4A – PC 4.1
Student Name Student ID ANT00000_____
1. What are the duty of care and legal requirements for your work role?
Duty of care can be defined as the legal responsibility to exercise utmost
caution while giving treatment and keeping the health and care of patients
at the utmost priority.
The legal requirement as a worker states that an individual must exercise
reasonable care and if there is any negligence resulting into the damage,
then the person can be sued under tort law in the civil court. The common
law is upheld in the tort law and decisions are taken accordingly.
2. SCENARIO
You work in a centre for looked after children and young people. One of
your colleagues, who over the years, has also become a good friend of
yours, recently shared that her husband walked out on her and her two
young children. She has been left to cope alone and is really struggling
financially as she is now the only wage earner and has to pay out for
childcare.
As the person responsible for stock checks and ordering supplies such as
nappies, baby wipes and formula, you notice that the rate at which these
items are being used has increased, even though the number of children and
young people at the centre has not changed.
One day, you see your colleague in the stock cupboard. When she notices
you, she becomes flustered and goes to leave. As she does, she drops her
bag and items she has taken from the stock cupboard fall out. She breaks
down into tears and says she has been taking a few items from stock when
she is desperate as she cannot afford to buy the items and still pay rent,
utilities and run her car.
In no more than 200 words, explain why the above scenario is an ethical issue
and who you would speak to about it.
In the current scenario, a conflict of interest arises i.e. the co-worker is really
desperate and needs all the financial assistance that she can get yet the worker
is liable to report it. It is the moral as well as ethical duty of the worker to report
the theft that she has committed. She could have been given the required
financial assistance if she had adopted the correct approach and yet she chose
to take out the stock which was to be used for the patients in an unethical
manner without informing anyone. Therefore this is a case of ethical dilemma
for the worker in which he should not directly sue her but should rather
communicate with the higher authority so that appropriate decisions can be
taken. The management can be explained regarding the entire situation and
even educate about the financial background of the co-worker and then take
appropriate decisions so that out of the court settlement can be made based on
the current situation.
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Activity 4B – PC 4.2
Student Name Student ID ANT00000_____
Give an example of each:
 Breach in the duty of care
What is the Issue?
The patient is not receiving appropriate care and no due diligence is being
maintained regarding the records and care or treatment given.
How would you report it?
Since it is not a minor issue so rather than confronting the colleague, reporting it
to a senior as an urgent matter would be the best approach.
To whom?
I would report it to the head medical practitioner or care coordinator who is in
charge of maintaining all the workers under them.
 Non adherence to standard procedure
What is the Issue?
The co-worker is continuously refraining from completing the mandatory
paperwork before admitting and giving treatment to the patient.
How would you report it?
This can be reported to the head of the department and the co-worker should
be reprimanded regarding the importance of following appropriate procedures.
To whom?
The incident can be reported to the supervisor.
 Adverse event
What is the Issue?
A patient has fallen down form the stairs because the caretaker left the patient
unattended for 5 minutes.
How would you report it?
I would complain directly to the higher autho0rity in a very serious and urgent
manner so that action can be taken as soon as possible.
To whom?
The senior medical practitioner.
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Activity 4C – PC 4.3
Student Name Student ID ANT00000_____
1. What rights and responsibilities do you have as an employee? Provide three
examples.
 Attendance requirement: It is mandatory to be present for 90% of
the working days in an entire year.
 Obeying the lawful orders: It is essential that all duties are
performed within the legal boundaries and frameworks.
 Union representations: It is essential that unions are there to
represent the rights of the employees.
2. Suggest two responsibilities that a client has?
 Being respectful to staff as well as fellow clients.
 Giving accurate information and medical history.
 Being within legal boundaries and refraining from any unethical
practices.
Activity 4D – PC 4.4
Student Name Student ID ANT00000_____
1. Suggest five ways of preventing conflict in the workplace?
 Maintaining composure and a positive outlook.
 Keeping eyes and ears open at all times.
 Explain about the documentation clearly to the client.
 Have regular and positive communication.
 Discuss and develop a solution to the problem at hand.
2. When and how should you refer an issue of conflict to your supervisor/
manager?
Only when the issue or problem cannot be worked out amongst the
employees or with the client, it should be reported further to the
management or other senior authority and based in the urgency and
importance level, this should either be reported immediately or by
following the designated process.
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Activity 5A – PC 5.1, PC5.3
Student Name Student ID ANT00000_____
1. When would you us an incident/accident form and how does it help you
and the service?
The accident or incident form is submitted when a patient is admitted
unusually due to the injury and all the details are recorded regarding the
scene of accident and the patient being admitted. It assists us in
determining the exact reason behind the injury so that service and care
can be given based on the facts recorded about the patient.
2. Complete the incident/Accident form in Appendix 1 using the below
scenario
Flo is a 96 year old lady, she insists on walking without the use of her walking
frame. One morning she was found in the corridor on the floor, screaming for
help. Upon examination the staff identified that there was a cut above her right
eyebrow and was bleeding. Her vitals were checked and the RN was called.
Activity 5B – PC 5.2
Student Name Student ID ANT00000_____
1. Why should you ensure that you fully understand the workplace
documents that you need to read?
The documentation acts as an evidence and it is essential to be well versed
with all the technical and non-technical terms so that further assistance can
be given to the patients seeking it.
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Activity 5C – PC 5.4
Student Name Student ID ANT00000_____
Describe two ways in which each of the following digital media could be used
effectively in a health and community services environment.
Digital media Two examples of use
Website http://www.hisa.org.au/
https://www.amc.org.au/
Email [e-mail]
[e-mail]
Social media Fb/Australian_medical_council
Fb/hisa_org
Podcasts and videos https://www.youtube.com/watch?v=G46sW3khLxo
https://www.youtube.com/watch?v=vYKS-Xl_K7I
Tablets and
applications
Telehealth
Digihealth
Newsletters Good Medical Practice (quarterly magazine)
Health Informatics society of Australia (monthly
newsletter)
Intranet @mentions and easy use within the company
Secured transactions and exchange of information
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Activity 5D – PC 5.5
Student Name Student ID ANT00000_____
SCENARIO:
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 an account of this below in a clear manner, for passing to the
appropriate person.
The clients who visited were in an extreme hurry and seem agitated at the
questions that we were asking. They seemed to be irritated when they were
asked to go through the required documentation and asked to hurry. After they
were aligned with the worker they desired to see, they requested
communication in a private room which was denied and then they presented
the problem that their child who was treated earlier by the worker was ill again
and requested same worker. This made the problem simpler and their problem
was solved only because he worker were patient and did not get irritated in
return.
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Activity 6A – PC 6.1
Student Name Student ID ANT00000_____
1. Select two items from this list and explain why they are important for the
care industry:
 A holistic and person-centred approach
 Promotion of the wellbeing of staff, clients and communities
 Early identification of problems
 Delivery of appropriate services
 Commitment to meeting the needs and upholding the rights of people
 Commitment to empowering the person and/or the community
 Ethical behaviour
 Preventative strategies
 Exercise of responsibilities and accountabilities within the context of
duty of care for clients.
 Early identification of problems: this helps in giving correct and timely
treatment to the patient and thus save their life if the need be arise.
 Ethical behaviour: It is necessary to always act in a moral and ethical
manner so that appropriate action can be taken.
2. Identify an area of your work that could be improved
Workplace Culture
and answer the following:
 What is the issue?
The security of the patients is being compromised with in the night shift.
 What could be improved about it?
The security guard along with the care workers working in the night shift can be
questioned.
 How would you achieve this?
Speaking clearly and confidently with the higher authority and giving proper
reasons behind speaking.
 What would this solve?
This would ensure that patient’s safety is not compromised with during the
night hours.
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Activity 6B – PC 6.2
Student Name Student ID ANT00000_____
Identify a change that could take place to improve work practices
New methodology can be introduced.
and answer the following:
 What does it aim to achieve?
Technological update
 How will it manage this?
By incorporating change in the organization in a timely and effective
manner.
 What needs to be done?
Expansion can be done by investing in the appropriate technology.
 What will the outcome be?
Outcome is growth and prosperity of the healthcare and better services for the
clients.
Activity 6C – PC 6.3
Student Name Student ID ANT00000_____
1. How would you seek feedback for developing your skills and knowledge
at work?
Specific feedback from the team members and general feedback from the co-
workers.
2. Who would you seek this from?
Colleagues and supervisors.
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Activity 6D – PC 6.4
Student Name Student ID ANT00000_____
What options for skills development exist? Provide three examples.
 Training activities: On the job and off the job training procedures.
 Role paly: Imagining a client is in a certain fabricated scenario and
treating them accordingly.
 Conferences: discussing various aspects and policies.
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Appendix 1 ACCIDENT / INCIDENT REPORT
Refers to CHCCOM005 Activity 5A & 5B Q2
Student or Staff (please circle) Date and Time:
Location of Incident (Address): Corridor
Witness Name if Applicable:
Type of Incident (please circle) Trip Fall Cut/Laceration Manual Handling Burn
Hit/Punched Other (please specify):
Description of Incident (Details):
Flo, an old lady refused to use her walking equipment while walking and fell in the corridor which caused
a deep cut on her forehead.
Action/s Taken:
A registered nurse was called immediately and after measuring her vitals, she was admitted in the ward.
Reported To:______Medical
Supervisor________________________________________________________________________
LMO Certificate Supplied? Yes No N/A Work cover? Yes No N/A (please circle)
Evaluation Due Date: ________________________ Evaluation Completed Date:___________________
Evaluation & Result of LMO Certificate:
Further Action/s To Be Taken:
Keeping under strict supervision for a week and then not allowed to go anywhere without walking
equipment.
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Added To (please circle) CQI/Staff Meeting Agenda Insurance Claim
Closed Out Date:_________________________ Time:_______________________________
Signature: ______________________________ Designation:_________________________
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Assessment 1: Underpinning Knowledge Questions Assessors Feedback
This should be used by the trainer/assessor to document the student’s skills, knowledge and performance as
relevant to the unit activity. Indicate in the table below if the student is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
The assessor must provide evidence with the assessment tool. For written questions the assessor must provide the
student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the
student responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist
explanation in the assessor guide.
Student’s Name:
Assessor’s Name:
Feedback to Student:
Result  Satisfactory  Not Yet Satisfactory
Assessors Signature: Date:
Students Signature: Date:
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Assessment 2: Research Work/Project (Q & A)
Objective: To show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
 Legal and ethical considerations in relation to communication
o privacy, confidentiality and disclosure
o discrimination
o duty of care
o mandatory reporting
o translation
o informed consent
o work role boundaries – responsibilities and limitations
o child protection across all health and community services contexts, including duty of care when
child is not the client, indicators of risk and adult disclosure
 Sources of information and the application of legal and ethical aspects of health and community services
work
 Ethical decision making and conflicts of interest
 Principles of effective communication, including models, modes and types
 Communication techniques
o open ended questions, affirmations, reflections and summaries
o difference between motivational interviewing and coercive approach
o difference between collaboration and confrontation
 Influences on communication
o language
o culture
o religion
o emotional state
o disability
o health
o age
 Potential constraints to effective communication in health and community service contexts
 Health and community services industry terminology relating to role and service provision
 Importance of grammar, speed and pronunciation for verbal communication
 When and how to use and recognise non-verbal communication
 Structure, function and interrelationships between different parts of the health and community service
system
 Organisation structure and different models to support optimum client service
o principles underpinning person-centred service delivery
o principles of rights-based service delivery
o different roles and responsibilities of team
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o characteristics of multi-disciplinary teams and how they are used
o relationships between different members of the health and community services workforces
o role of support services
o links and interrelationships with other services
o funding environment
 Digital media and use in community services and health sector
o web
o email
o social media
o podcast and videos
o tablets and applications
o newsletters and broadcasts
o intranet
Answer each question in as much detail as possible, considering your organisational requirements for each
one.
1. Legal and ethical considerations in relation to communication
a. Privacy confidentiality and disclosure
i. How can you maintain the privacy of a client?
By not disclosing any confidential information regarding the client to the patient and maintaining the
privacy regarding identity as well.
How can you maintain confidentiality of clients records and information?
Using seal packed envelopes for maintaining the records and destroying the information as and when its
purpose gets fulfilled.
When can you breach confidentiality?
When there is any court proceedings or unethical practices being adopted by any of the party i.e. either he
service provider or the client.
Case Study:
Era, a registered nurse, is being harassed by a male senior staff member, Guy. He constantly mocks her
because she is overweight. Era works with Guy on a daily basis and he constantly make jokes and comments
about the quality of her work. He also mocks her when she has to do any physical tasks – saying she will
probably have a heart attack because she is so fat. When an opportunity to take on a project comes up Guy
tells Era that she should not attempt to apply for it because she wouldn’t be fit enough to do the job.
b. What legislation and policies are being breached?
Workplace harassment and eve teasing i.e. body shaming a fellow worker.
c. What is duty of care
Duty of care signifies that appropriate caution should be exercised on the behalf of the worker so
that appropriate caution can be exercised.
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In the following table briefly describe each of the legal and ethical considerations, their importance in the
health and community services area and a possible consequence of a breach of each.
Legal and
ethical matter Brief description
Importance in health
and community
services
Consequence of
breach
d. Mandatory
reporting
All the details
regarding the client
and other matters
should be reported
and conveyed.
Helps in maintaining
the required privacy
and confidentiality.
Legal Proceedings
might occur.
e. Translation Professional
Interpreters can be
used and linguistic
barriers can be
removed.
Helps in improving
the treatment given
Ineffective treatment
might be given.
f. Work role
boundaries –
responsibilities
and limitation
All legal proceeding
and frameworks must
be complied and
work done should be
within the
boundaries.
Helps in simplifying
the work process.
Legal Proceedings
might need to be
followed.
g. Provide an example of informed consent
Mrs. X got treated for an extremely rare disease and was treated successfully which led to cure of the
disease. Later, a similar case occurred and the hospital management referred to the case of Mrs X where a
worker disclosed all the details about previous patient to the current patients after getting approval and
consent form the client Mrs X so that they could take reference and treat accordingly.
h. CASE STUDY
Salim has just been recruited to work at the local neighbourhood house – his job is to drive the
bus for the elderly people in the community – taking them to appointments, into town and so on.
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He has presented his police check and drivers licence. He does not have a Working with Children
Check as he has been employed to work with the elderly only.
Salim is well known to the coordinator of the community house as they live next door to each
other. After he has been in the job for one week, the coordinator asks him if he would also take
Douglas – an eight-year-old boy with physical disabilities, to school each day.
When Salim explains to the coordinator that he does not have a Working with Children check,
she responds that she knows that Salim has children of his own and looks after them well. He can
get the check done some time in the future when he has time.
The coordinator then asks Salim to pick up Douglas today. It is the only way that Douglas can get
to school as the school bus cannot take his wheelchair.
Salim is anxious to please but knows he can’t lawfully work around children until his Working
with Children Check is completed.
But he doesn’t want to lose his job!
i. What two Acts has the coordinator breached?
The coordinator has first allowed the driver to drive a children without him having proper authority i.e.
breach of authority and next is that the coordinator himself as the monitoring authority and he has
allowed Salim to drive thus leading to breach of the contractual agreements.
ii. What should Salim do?
Salim should refuse to do the job despite its monetary and long term benefits because if there is any
legal trouble and Salim gets caught, the implications would be grave and in order to avoid those along
with any violation of the moral or ethical work practices, Salim should refuse to take Douglas.
2. If tasked with assessing the health status of a client, what sources of information would you need to
review and why are they important? Provide two examples.
Medical history and current treatment so that appropriate diagnosis can be formed.
3. Describe three potential causes of conflicts of interest in the workplace. How can they be avoided?
Personal, political and cultural issues
4. Communication techniques
Verbal and non-verbal communication
Scenario
Pam and Douglas are having a conversation about a client:
Pam: I have given Mr Weaver his meds. I helped him take them as he sometimes forgets if we just leave
them with him. Can you look in on him in the next half hour as he needs his bandaging done?
Douglas: Oh yes – I agree that we should be assisting him to take his meds as you are right – he’s getting
a bit forgetful. Yes I will do Mr Weaver’s bandages straightaway.
a. Which model of communication are Pam and Douglas using? (Tick the correct answer)
 Linear
 Interactive
 Transactional
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b. Which mode of communication is being used?
Verbal
c. Does Douglas use an affirming statement in his response? If so, what does he say?
Yes. He agreed with Pan and said that he would give the required assistance to Mr Weaver.
d. Write an example of an open-ended question.
What are your views on the communication techniques used in HSC? ___________
e. Write an example of a closed question.
Was the practice adopted appropriate as per the current scenario?
 Yes
 NO
Pam would like Mr Weaver to use a walking frame instead of his walking stick as he is getting unsteady on
his feet. To do this she would like to use a motivational approach rather than a coercive approach.
In a paragraph, explain what Pam could say to Mr Weaver to motivate him to use the walking frame.
“Using a walking frame would assist you in walking more comfortably without compromising with the
safety.”
Mr Weaver’s daughter, Jessica charges up to Pam. ‘’Why isn’t my father being looked after properly? You let
him fall over – he could have been badly injured. I’ve a good mind to take him out of this facility!’
Pam first needs to apologise for the mistake because she should not have left the patient unattended and then
explain the drawbacks of changing facility which would change the treatment as well as the environment for
her father.
How could Jessica have used a more collaborative approach? How would this have been an advantage to her
father?
BY first explaining the benefits of using walking frame and then convincing Mr Weaver for suing it would have
been a better approach.
5. Highlight two individual and two cultural differences that could act as a constraint to effective
communication.
Individual- lack of similarity in thinking, other issues like ego etc.
Cultural- Language barrier, different beliefs
6. List five examples of health and community services industry terminology relating to role and service
provision. Provide an explanation for each.
 Safe and secure environment
 Quality of the care
 Early identification of the treatment
 Understanding mental state of patients
 Keeping family informed and updated
7. Briefly describe the importance of grammar, speed and pronunciation for verbal communication.
It assists in formulating clear and concise understanding so that appropriate information can be
communicated in relevant manner.
8. Choose a health and/or community services service that you are interested in.
Australian medical Council
a. What is the function of this service?
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Assessment of the healthcare services provided in compliance with the standards formulated.
b. Explain how this service interacts with at least two other services.
Health Informatics Society of Australia
HIC
c. Is this service funded? What is one major source of funding?
Yes it is a major government funded service.
9. Provide an explanation for the following terms.
Explanation
a. Person-centred
practice
Where the treatment given to the patient is as per the requirement
of the patient himself and not as per the standards.
b. Rights based approach Individuals are informed about their various rights and policies are
formulated accordingly.
c. Different roles and
responsibilities of
teams
Ensuring that the intended objective of providing quality care is
achieved.
d. Characteristics of
multi-disciplinary
teams and how they
are used
Addresses the needs of both patients and the team members by
increasing their satisfaction level and using resources in a better
manner.
e. relationships between
different members of
the health and
community services
workforces
Professional as well as personal relationships exists.
f. role of support services Assist in giving immediate relief to the patients and taking better care
of them.
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g. links and
interrelationships with
other services
Healthcare practices can be linked to technological field and skill
development.
h. funding environment The funding is in abundant since there are many donors along with
government’s financial as well as taxation support.
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Assessment 2: Research Work/Project Assessor Feedback
This should be used by the trainer/assessor to document the student’s skills, knowledge and performance as
relevant to the unit activity. Indicate in the table below if the student is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
The assessor must provide evidence with the assessment tool. For written questions the assessor must provide the
student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the
student responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist
explanation in the assessor guide.
Student’s Name:
Assessor’s Name:
Feedback to Student:
Result  Satisfactory  Not Yet Satisfactory
Assessors Signature: Date:
Students Signature: Date:
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Assessment 3: Observation of Practical Skills
Objective: To demonstrate the required performance elements for this unit.
A signed observation by either an approved third party or the assessor will need to be included in this
activity as proof of completion.
This activity will enable you to demonstrate the following performance evidence:
 Demonstrated effective communication skills in 3 different work situations
 Clarified workplace instructions and negotiated timeframes with 2 colleagues
 Responded appropriately to 3 different situations where communication constraints were present
 Completed 2 written or electronic workplace documents to organisation standards
Answer the activity in as much detail as possible, considering your organisational requirements.
1. Within your workplace or organisation, demonstrate effective communication skills in three different
work situations.
 When an important notification has to be circulated, written communication is used.
 When a confidential or private communication has to be made, verbal communication or written
communication in confidential settings can be used.
 Using informal communication while networking or forming relationships in the organisation.
2. Within your place of work, clarify instructions and negotiate timeframes on two separate occasions.
When work instructions are being given: All the tasks that need to be performed should be noted down
clearly by the worker and questions should be raised wherever the need arises. The time frame should be
the allotted ones and it is usually depends on the category of work instructions being given.
When a patient needs to be medicated: Appropriate equipment’s need to be kept handy and safety
precaution should be adhered. The timeframe is extremely quick and immediate attention is given to the
patients.
3. When communicating with others within the workplace, respond appropriately to three different
situations where communication constraints are present.
 While communicating with a person or patents having entirely differ belief system i.e. an atheist
and a devout Christian would always have clashes in their views.
 When dealing with a person belonging to different culture. Both parties might not understand each
other.
 When the other person is extremely agitated or would not hear whatever their co-worker or
caretaker has to say, it becomes difficult to monitor them.
4. Complete two written or electronic workplace documents to organisational standards.
Incident / Accident Form: As attached in Appendix 1
Patient Care Plan Report: As attached in Appendix 2
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SCENARIO
You are supporting Sandy in the facility and have noticed her grimacing when she moves. She also utters
small sounds whenever you assist her to stand. This is a concern and you need to find out what the problem
may be.
You have also been asked to gather information to add to her care plan. Sandy’s care plan is due for review.
Make any changes you think necessary to her care plan after you have reviewed it. Complete the blank care
plan provided below. See Appendix 2.
Sandy is 60 years of age, has Down Syndrome and is showing signs of the first stage of dementia. She has
lived at Mountainvew Aged Care residential facility for 5 years now.
Prior to coming to the facility, she lived on her own in a unit with support from her 3 siblings and 2 close
neighbours. She moved to Mountainview Aged Care residential facility after consulting with family members
and when she notice her mobility was declining due to ageing.
She still goes on frequent outings with family and friends and continues to be closely engaged with her social
network.
Complete the review of the following care plan for Sandy, keeping with organisational standards.
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Appendix 2 Mountain View Aged Care Facility Care Plan
Refer to CHCCOM005 Assessment 3
Unit No: 333
FAMILY NAME: Powell
GIVEN NAME: Sandy  Male  Female
D.O.B. 03/ 07 / 1958 CARER IN CHARGE:
ADDRESS SUPERVISOR:
AIDS USED DOCTOR: Dr Boags
Dat
e Observation Goals Interventions Evaluation (time Frame)
Limited ability to
manage personal
hygiene and grooming
Maintain hygiene and
comfort whilst maximising
independence
3rd monthly review
Diminished mobility due
to frailty
3 monthly review 6/7/13
Sandy continues to be anxious about getting
up, happy to attend chair exercise twice
weekly. Still tries to tell new staff she does not
need anything on her feet when walking. S
Dunn (AIN)
Cognition diminished at
times with poor
memory of events (past
and recent)
Sandy has difficulty
getting off to sleep
(once asleep, sleeps
well)
To ensure environment
conducive to a restful night’s
sleep.
Warm drink prior to settling
(prefers Milo made on hot
milk) Quiet area – darkened
room with curtains pulled
Top and tail prior to going
to bed
Discourage day time
napping
Deteriorating skin
integrity due to ageing
changes
Intermittent urinary
Incontinence because
lacks ability to get to
toilet quickly (regular
bowel activity –
continent)
3 monthly review
Reviewed 6/7/2013. Only two episodes of
incontinence noted and no day time episodes.
Client defecating regularly and happy with
dietary and fluid intake.
Sandy can feed herself
but sometimes needs
assistance to open
packages and cartons
Maximise independence to
maintain nutritional status
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Mountain View Aged Care Facility Care Plan
Refer to Activity 2C Part 2
Unit No: 333
FAMILY NAME: Powell
GIVEN NAME: Sandy  Male  Female
D.O.B. 03/ 07 / 1958 CARER IN CHARGE:
ADDRESS SUPERVISOR:
AIDS USED DOCTOR:
Dat
e Observation Goals Interventions Evaluation (time Frame)
Limited ability to
manage personal
hygiene and grooming
Maintain hygiene and
comfort whilst maximising
independence
A personal care taker taking
care of all the grooming and
hygienic requirements.
3rd monthly review
Diminished mobility due
to frailty
Ensure regular mobility
without putting too much
exertion
Give walking frame and
constant assistance of a
care taker.
3 monthly review 6/7/13
Sandy continues to be anxious about getting up,
happy to attend chair exercise twice weekly.
Still tries to tell new staff she does not need
anything on her feet when walking. S Dunn
(AIN)
Cognition diminished at
times with poor
memory of events (past
and recent)
Try to retain as much as
possible and retain daily life
requirements especially
medicinal ones.
Exercise by regularly
repeating what is the
requirement.
Monthly review where the memory is tested by
asking questions related to requirement of daily
routine.
Sandy has difficulty
getting off to sleep
(once asleep, sleeps
well)
To ensure environment
conducive to a restful night’s
sleep.
Warm drink prior to settling
(prefers Milo made on hot
milk) Quiet area – darkened
room with curtains pulled
Top and tail prior to going
to bed
Discourage day time
napping
Weekly review where the care taker stays back
and observes the time she takes in sleeping.
Deteriorating skin
integrity due to ageing
changes
Ensure skin care treatment is
followed.
Daily baths and application
of skin ointments.
Monthly check-up regarding further
deterioration if any. It was found that skin
deterioration is consistent with the age and are
bound to occur.
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Intermittent urinary
Incontinence because
lacks ability to get to
toilet quickly (regular
bowel activity –
continent)
There should not be any
incontinence in urinary
process as well.
Temporary toilet can be
arranged near the bed in
night.
3 monthly review
Reviewed 6/7/2013. Only two episodes of
incontinence noted and no day time episodes.
Client defecating regularly and happy with
dietary and fluid intake.
Sandy can feed herself
but sometimes needs
assistance to open
packages and cartons
Maximise independence to
maintain nutritional status
A care taker must ensure
that she always feeds
properly and assist
whenever she needs it.
3 month review regarding improvement if any.
It was found that the problem is regularly
increasing.
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Assessment 3: Observation of Practical Skills Assessor Feedback
This should be used by the trainer/assessor to document the student’s skills, knowledge and performance as
relevant to the summative assessment. Indicate in the table below if the student is deemed satisfactory (S) or
not satisfactory (NS) for the activity or if reassessment is required.
The assessor must provide evidence with the assessment tool. For written questions the assessor must provide the
student’s original written responses. For verbal questioning, the assessor must provide dot points as a minimum on the
student responses.
For details on how to conduct and contextualise this form of assessment, please refer to the questioning checklist
explanation in the assessor guide.
Student’s Name:
Assessor’s Name:
Feedback to Student:
Result  Satisfactory  Not Yet Satisfactory
Assessors Signature: Date:
Students Signature: Date:
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