CHCCSM006 Provide Case Management Supervision Assessment 2 and 3

This assessment covers topics such as duty of care, mandatory reporting procedure, privacy, confidentiality and disclosure, complaints procedure, importance of reflective practice, developmental models of supervision, cultural competence, potential risks and strategies for responding to them, and guidance and direction for case workers involved in critical incidents.

CHCCSM006 Provide case
management supervision

CONTENTS
ASSESSMENT – 2....................................................................................................................1
Question – 1............................................................................................................................1
Question – 2............................................................................................................................2
Question – 3............................................................................................................................3
Question – 4............................................................................................................................3
Question – 5............................................................................................................................4
Question – 6............................................................................................................................5
Question – 7............................................................................................................................5
ASSESSMENT – 3....................................................................................................................6
Question – 1............................................................................................................................6
REFERENCES..........................................................................................................................................9

ASSESSMENT – 2
Question – 1
a). Duty of care
Each and every healthcare workers are required to be in a position to accurately apply
the duty of care to professional practice and their workplace for making sure that the people
gets safe, secure as well as meticulous care. It also involves upholding of the policies,
procedures along with reputation of the organization. Under the common law, duty of care is
nothing but a legal accountability being imposed on the people demanding that they follow
the standard of reasonable care and must not carry out actions that can foreseeably harm
others (Curry and French, 2022). Some of the duty of care as the health care worker is
prevention of harm to the patients and taking necessary steps when required, effective
communication, making sure that the privacy and confidentially of the patient is being
maintained, completing care plans, taking good care of the patients, conducing risk
assessment and promotion of well-being of the patients.
b). Mandatory reporting procedure
It is being referred as the tern being utilized for describing the legislative need which
stipulates who is needed to be report the suspected cases as per the law. There are several
mandatory reporting laws being enacted by the parliaments in all Australian states and
territories. Being a healthcare worker, it was essential to report and make mandatory
notification in regards with the practitioners when their performance, health and conduct
poses any risk.
c). Privacy, confidentiality and disclosure
It is defined as the restriction of access to personal data to authorised persons, group
or processes at authorised time, place and manner. At the workplace, the healthcare worker is
required to consider the organizational standards and quality of services. It was important to
maintain the privacy, dignity and confidentiality of the service users. In addition to this, it
was also important to make sure that sensitive information is not collected from the patients
unless and until it is asked for. Additionally, prior notice needs to be given to the patient if
their information is being disclosed to someone (Halcomb and et.al., 2018).
d). Complaints procedure
A situation might come, when the service users or the patients does not like the care
or services being offered by the healthcare workers than there is a procedure which needs to
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be followed. When any complaint is being filed to case manager regarding quality of services
than the manager monitors the quality of services against the professional standards, seeks
feedback from the patients, offer a compliant procedure to them and takes care of the
highlighted areas of concern.
e). Code of practice in ethics
Speaking about the code of practice, it offers a practical direction to the people who
have work health as well as safety duties. At the workplace, the code of practice provides
direction on effective manners of determining as well as managing risks. It is important that
the healthcare workers must monitor as well as assess their workplace environment
encompassing their own work practices for making sure safety. Further, healthcare workers
are also required to follow the direction in the code of practice such as first aid, hazardous
manual tasks, taking care of patients, promotion of equal opportunities, being honest and
trustworthy etc. Further, Code of practice in ethics is being regarded as one of the most
crucial sub-sections of the workplace in which the healthcare worker works. The firm places
high significance on the code of practices in ethics. Each and every worker along with the
supervisors and managers are required to consider the code of practice along with ethics.
Both the workers and the employers are required to perform their actions sensibly and must
give respect to each other’s dignity (Zheng and et.al., 2020).
Underpinning the discussion further, the human resource department of the firm also
have a particular direction which needs to be considered by the worker. Additionally, the
healthcare employees are also expected to consider the standards outline in code of practice
and ethics. With an anticipation on ethics, there is a clear of issues related to employer
boundary. Any sort of action which is against the code of practice in ethics are effortlessly
determined as well as resolved. Professional atmosphere is being maintained between the
healthcare workers because they are sub-section of ethical code. Other than this, it can also be
said that the code of practice in ethics also helps in unpromising the actions or events which
may negatively influence the firm. Further, sharing of data amid the workers and the service
users are free from any sort of problems. It also supports in developmental of an environment
which is full of respect as well as trust. Standards are established on the method of
communication along with utilization of channels of communication.
Question – 2
Importance of reflective practice
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Reflective practice is very important as it offers an opportunity to think and
comprehend in regards with the own practices and actions from varied viewpoint. It also
helps in taking into account the future actions along with the responses and refines them
according to that. There are different reflection models which can be used for reflective
practice, however the most important among them is Gibbs reflective model, it is the one
which the healthcare worker can related the most because it includes the process of learning
through experience or an event. There are six steps being included in this model. The very
first is the descriptive stage which supports in comprehending the healthcare worker what
happened and how. The next stage is feeling which involves determining the feeling about
the event. The other one is evaluation stage which helps in analysing the situation that is what
went well and what not. The next stage is analysis which supports the worker in having
learning from the event. The fifth stage is conclusion, which supports the healthcare worker
can comprehending what else can be performed in the event for having enhances result. The
last one is the action plan which involves the future plan to be made for making sure
enhanced quality of work or for facilitating continuous enhancement.
Question – 3
At the workplace, the healthcare worker follows the developmental models of
supervision as it reflects the progressive stages of supervisee growth from novice to expert.
Each stage containing a discrete feature as well as skills. For illustration, the supervisees at
the initial or novice stage are being anticipated to possess lessor skills and also have limited
amount of confidence. However, the middle stage supervisors might have more confidence
level and abilities and finally, the supervisors at the expert level can make use of their
problem-solving skills and are is also reflective in regards with the counselling as well as
supervisory procedures (Khanum and et.al., 2016). However, this practice model of
supervision is not applicable in case of flat organizational structure.
Question – 4
Each and everyone have varied beliefs and values which impact the working practices
at the workplace both positively and negatively. A small group of two workers have been
selected for reflecting the impact. The first team member places high importance on working
independently. This is might be positive in the sense that he or she is capable enough of
managing all the tasks without any supervisory control and guidance. However, this personal
values and belief system might prove negative for the firm as there will be less innovative
and creativity. On the other hand, the second team member places high values and beliefs on
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their own religious system and does not consider other’s religious value. This might prove
positive in case if the service user is from the same religious background. He or she will
develop a good association with the service user (Li and et.al., 2020). Nonetheless, he or she
will not provide adequate quality of services to the service users who are not from his or her
religious background.
Question – 5
Speaking in relation with the cultural competence, it is being referred as the set of
congruent behaviours, policies as well as attitude that come together in a system, between the
professionals and agency that allows that system and those professionals to worker
appropriately in the condition of cross-cultural teams. Cultural competence within the firm
can be determined by four different behaviours or beliefs and these are:
 Awareness – Most of the individual have the blind spots or insentient bias when
talking in regards with the personal value system and beliefs. Therefore, it is quite
crucial to scrutinize the diversity related values. Awareness in relation with the
prejudices along with stereotyping which can help in generating barricades in the
workplace
 Attitude – The belief system and the values help in conveying the degree to which the
healthcare worker is open to varied perspectives as well as feelings. Irrespective of the
fact that the he or she is a sub-section of an underserved ethnic minority or not, the
more intense the beliefs are, the more often they react emotionally when they come up
in contradiction to differences in cultures.
 Knowledge – The more information one has about varied cultures, the more he or she
can be thoughtful for the others. Understanding the ways in which the culture
influences the style of management, solves issues and ask for support, supports in
communicating effectively in the cross-cultural situations (Lee and et.al, 2022).
 Skills – Without having skills related to effective management of difference,
awareness, knowledge and good attitude and behaviour in regards with the cultural
differences will not do much good. It is important to learn as well as practice skills in
cultural competence for avoiding cross-cultural.
Other than this, there are four different behaviours which will contribute cultural
competence within the firm such as respecting the cultures of others, development of
optimistic attitude, learning by conducting thing and using all kinds of communication style.
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Question – 6
It is very important to have acknowledgment about the other issues in addition to
medial requirements of patients or service users that can influence their well-being. In
addition to this, there are different people associates within Australia that have added
requirements and thus, having culturally specific workers along with consultation with
workers who possess the capability of bringing out the expertise is crucial and beneficial for
management of case. It is important to have certain strategies and policies in place for
consultation of cultural advice in the context of the service users their specific situations can
be great support. Some of the policies are being defined underneath:
 Having specialists from the other support services
 Bridging cultural gap with good communication
 Having Co-workers who are bi-lingual or bi-cultural
 Paying attention on varied kinds of culture
 Practicing good manner (King and et.al 2020)
 Getting training on becoming a global citizenship
Question – 7
A healthcare workers can comprise dealing with patients or service users and the
families having assortment of physical, social as well as psychological issues. Therefore, it is
important to take into account in regards with the issues that might get apparent during the
course of management of case and probably leads to high-risk situations. Some of the
potential risk involves relatives in carers, clients with mental health problems, working alone,
clients with a history of drug or alcohol abuse and in experienced staff. However, for the
current purpose, potential risk such as client with mental health problem is being taken into
account. Some of the strategies for responding to this potential risk involves:
 It is important on the part of the healthcare worker to make sure that they are carrying
out all the activities they have promised in the case plan effective and offering
professional care along with avoiding conflicts.
 Further, it is important that there must be policies in place for protecting the welfare
of the employees.
 Training should be offered to the workers for having awareness of the situations when
clients become aggressive and frustrated (Chen, 2021).
 Skills must be developed for preventing conflicts and issues.
 Learning techniques for dealing with the conflicts if they take place
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 It is also important to have meetings in suitable situations at the time of dealing with
the clients with mental health or any sort of abusive problem
 It is also crucial that the healthcare worker should not go for meeting at the service
user’s house without a supervisor or carer being available
 Further, meetings should also happen in a controlled background with the presence of
the health professionals.
ASSESSMENT – 3
Question – 1
It is very essential to guide, provide direction and debriefing to the case workers
involved in the critical incidents in a group discussion. These sessions can be self by peers,
other appropriately skilled professionals and counsellors based on the condition and the firm.
The key main of offering direction is to help the employee to process the influence of the
critical incident and to decrease the likelihood of enduring trauma. Offering guidance,
direction and monitoring of progress of the vases supports in determining whether further
counselling might be required or not. in the current assessment, two complex cases will be
discussed which has a different nature. The first case is related with the service user Ellie
who has been suffering from cardiac arrest and was hospitalized from a week. The case
worker was working as a novice and suddenly Ellie came across a life threating situation. On
the other hand, the second was related with the abusive client, who was very frustrated of
being hospitalized for a month due to dementia. It was becoming quite difficult for the case
worker to handle the patient and thus asked for direction on the same (Littrell and et.al.,
2015). Both the case workers are facing a critical incident and thus, seeks advice and
suggestions for better case management and promotion of best practice. A self-assessment
reflecting on my performance and the process of leading an advising on each case is being
elaborated in the subsequent section:
Case – 1
The case one was related with Ellie who has been suffering from cardiac arrest and
was hospitalized from a week. The case worker was recently appointed by the organization
and thus was at the novice stage. For the very first time he came across with the life-
threatening incident wherein Ellie’s vitals were not showing good numbers. The case worker
was not in a condition to handle such situation and thus, it is crucial on my part to make sure
any sort of cooperation and advice is being offered to the case workers as per the parameter
of the role.
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 Provided direction, support, recommendation and advice – In such a situation I have
offered support to the case worker by suggesting him not to panic in this situation and
provided him a psychological support so that the case worker can offer required
medication to Ellie. In addition to this, he was also directed to communicate with the
supervisor and head doctors and nurse about this issue. it is also important to check
the history of the service user prior giving any medicine in the life-threatening
situation.
 Promoted the best practise – I have advised to train the case worker as it is being
regarded as the first step for the purpose of effective patient care. In the current
scenario of Ellie, the case worker is the front face of the healthcare provider and thus,
it is necessary to train the novice for delivering quality services and optimistic
experience to patient (Littrell and et.al., 2015).
 Monitored the progress of the case – For the purpose of monitoring the progress of
the cases, regular meetings were being conducted. In addition to this, feedbacks from
the workers along with the patients were also be taken regarding the services and care
being offered by the case worker. This has helped in ascertaining the improvement
areas and finally suggestion in terms of the ways of improving the patient care was
also offered.
Case – 2
The second was related with the abusive client, who was very frustrated of being
hospitalized for a month due to dementia. It was becoming quite difficult for the case worker
to handle the patient and thus asked for direction on the same. The guidance being offered to
the case worker is as follows:
 Provided direction, support, recommendation and advice – It was suggested to the
case workers regarding understanding the reason behind this challenging behaviour of
the patient as it might be because of different causes and illness. It is also important to
take into account whether there is a lack of resources which needs to be blame.
Further, it is also suggested to the case worker to understand the things and assessing
the risk so that certain steps can be taken for defusing the violent behaviour of the
patient. It is important that the care-oriented environment needs to be cultivated and
thus, it was guided to the case worker to incorporate some small gestures such as
remembering the name of the patient, listening to what they are willing to say,
greeting them, engaging them and creating a favourable environment. Environment
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which is positive can male patients feel genuinely cared for and can help in improving
their satisfaction levels.
 Promoted the best practise – I have advised the case worker to consider certain steps
that is it is first important for the case worker to examine the overall situation
effectively and must consult with the families and looking into the prior records of the
patient. Additionally, it is also crucial to check whether the patient has criminal
history and also whether the patient underwent to some treatment or not. Next, it is
significant to involve the advocacy in case as it is robust with this case manager can
without any difficulty make their agency to serve things to the patient under the law
of contract.
 Monitored the progress of the case – For the purpose of monitoring the progress of
the case, different methods were being employed. The progress was reviewed and
monitored through repeated measurement as well as charting of different parameters.
The changes in the values of the patient were also being analysed for assessing the
reason behind the violent and abusive behaviour of the patient. In addition to this,
feedback was also been collected from the peer workers, families of the patient and
supervisors to assess the quality of services being offered by the case worker. This
was being conducted with the help of survey and questionnaire.
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REFERENCES
Books and journals
Chen, Y.M., 2021. The individualized supervision strategy and effectiveness under the
strength perspective: a pilot study for the case management model of the high-care
elderly in communities. BMC Health Services Research. 21(1). pp.1-10.
Curry, V. and French, L., 2022. Supervision and case management in low intensity
interventions. Oxford Guide to Brief and Low Intensity Interventions for Children
and Young People. p.201.
Halcomb, E., Ashley, C., James, S. and Smyth, E., 2018. Employment conditions of
Australian primary health care nurses. Collegian. 25(1). pp.65-71
Khanum, S., Souza, M.D.L.D., Naz, N., Sasso, G.T.M.D., Brüggemann, O.M., Heideman,
I.T.S.B., 2016. The use of networking in nursing practice. An integrative review.
Societies. 6(3). p.22.
King, T. and et.al 2020. Reordering gender systems: can COVID-19 lead to improved gender
equality and health? The Lancet. 396(10244). pp.80-81.
Lee, S.R. and et.al, 2022. Multimodal quality improvement intervention with dedicated
patient flow manager to reduce emergency department length of stay and occupancy:
Interrupted time series analysis. Journal of Emergency Nursing. 48(2). pp.211-223.
Li, Y., Chen, W., Liu, C. and Deng, M., 2020. Nurses’ Psychological Feelings About the
Application of Gibbs Reflective Cycle of Adverse Events. American Journal of
Nursing. 9(2). pp.74-78.
Littrell, J.M., Lee-Borden, N. and Lorenz, J.A, 2015. A developmental framework for
counseling supervision. Counselor Education and Supervision. 19. pp.119-136.
Zheng, L., Kaufman, D.R., Duncan, B.J., Furniss, S.K., Grando, A., Poterack, K.A. and
Doebbeling, B.N., 2020. A Task-Analytic Framework Comparing Preoperative
Electronic Health Record-Mediated Nursing Workflow in Different Settings.
Computers, informatics, nursing: CIN.
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