HLT 33115 – Certificate III in Health Services Assistant

Running head: HEALTH SERVICES ASSISTANT 1
Health Services Assistant
Student’s Name
Institutional Affiliation

HEALTH SERVICES ASSISTANT 2
1. Why is it important to identify and report on variations in the quality of the
products and services provided? (100-150)
Causes of change need to be identified and eliminated to reduce and improve the
product quality indefinitely (Orel & Kara, 2014). It is essential because it is a critical factor
in quality control and continuous improvement which can be used to determine how changes
should be made (Orel & Kara, 2014). Process feedback data should be examined to
determine the causes of variation, identify and process its significant problems and fix the
subset of processes. If the changes are monitored, then they can be kept at minimum and
customers can acquire whatever they want hence consistency (Orel & Kara, 2014).
2. Research and list the various competencies and professional development needs for
your job role. Why is it important that you should have these competencies? (250 -300)
` The competencies include service delivery, communication, teamwork, problem solving
and leadership. Service delivery is a competence which covers the provision of help and
assistance to high standards which may include reacting to requests for advice or information,
actively promoting or offering services of the company to others along with setting the overall
standards of service offered (Plomp et al., 2016). Communication covers through electronic, oral,
visual and written communication which may involve the need to convey basic factual
information clearly and accurately, communicating information in the correct format along with
explaining detailed or complex specialists’ information.
Teamwork competency is crucial for careers and objectives as it gives direction to our
life to a higher stage of fulfilling our interests, money concern, and the future growth recognition
along with social recognition (Plomp et al., 2016). Furthermore, it directs the path of the team
and their career objective where they want to go by continuously learning. Leadership

HEALTH SERVICES ASSISTANT 3
competencies assist an organization to determine which level of management needs a particular
skill. When selecting and developing management professionals organizations should consider a
candidate’s competencies and compare these with the skills that need further development to
succeed within a leadership role. Approaching leadership competencies in this manner assist
firms to make correct decisions on recruiting, developing and promoting the highest quality
candidates (Plomp et al., 2016).
Problem-solving is a fundamental skill which could range from something simple like
addressing a staff shortage to something more technical like overcoming a major stumbling
block during a project. It is important in identifying or developing options and choosing
solutions to problems which happen within the job role.
3. List what are the personal skills and competencies you have identified that you need
to develop to work effectively in the health industry and how can you achieve it?
(250-300)
Example: Communication skills, self-confidence, computer skills, manual handling.
Communication skills are essential in working effectively in the health industry. It is
achieved by developing active listening skills that are, making an effort to hear and understand
what other individuals are saying without being distracted by anything around. Furthermore,
communication skills can be developed by improving writing skills (Walczak, Butow, Bu &
Clayton, 2016). How to communicate well in writing for instance, when writing emails of which
numerous of them are written every day can improve communication skills. There are many
approaches that can be utilized to ensure that the emails are written expertly and get read.

HEALTH SERVICES ASSISTANT 4
Computer skills are important for utilizing computers and related technology efficiently.
These skills can be achieved by identify what one needs to learn, starting with the basics and
ensure how to use a computer, familiarizing with an understanding of how computer works,
taking a free online or-in person computer courses along with applying the knowledge and
getting hands-on practice (Walczak, Butow, Bu & Clayton, 2016). Self-confidence is crucial in a
health industry since no one wants to think that they are being cared for by a novice, so one
needs to project confidence in his or her abilities no matter how experienced they are. Self-
confidence is achieved through positive thought. Believing that it is possible to accomplish
something, acknowledging the strengths and weaknesses, accepting compliments and
complementing oneself along with using criticism as a learning experience (Walczak, Butow, Bu
& Clayton, 2016).
Identify three people or positions or roles that are part of your work place structure
for reporting and taking direction from? (100-150)
The people include Clinical nurse manager, staff nurses, and pharmacists. Health services
assistants report to the clinical nurse manager under the direction of a medical provider they
perform a variety of tasks which include nursing and medical support roles for registered nurses,
physicians, nurse practitioners along with physician assistants (Coyne, Comiskey, Lalor,
Higgins, Elliott & Begley, 2016). They assist the nursing staff in the delivery of patient care and
maintaining hygiene standards within the ward under the supervision of clinical nurse managers
along with staff nurses. The nursing staff decides which task the health service assistant will
perform in respect of each patient.
4. List other job roles which form part of your working environment? (100-150)

HEALTH SERVICES ASSISTANT 5
Health care assistants work within a hospital setting alongside nurses, clinicians, doctors
and other medical professionals across a huge variety of tasks to assist with the treatment of
patients and the running of wards (Coyne, Comiskey, Lalor, Higgins, Elliott & Begley, 2016).
They address the physical needs of patients like helping with baths and showers, changing bed
sheets along with emptying bedpans. They clean and tidy the hospital environment and maintain
equipment in departments and wards together with helping patients move about the wards and
interacting with family. Furthermore, they help with particular procedures like recording medical
observations, blood pressure along with temperature measurements.
5. Write a note to your supervisor regarding the following matter :
A client has visited your service to ask for assistance with a health care matter he requires
additional medication. He is displaying signs of stress/agitation and has requested a quick
response.
Provide an account of this below in a clear manner for passing to the appropriate person.
(200-250)
Dear Supervisor
Am writing this note regarding the patient I have here. The patient has signs of stress and
agitation, and there needs immediate attention. The patient seems to be restless and gains anger
easily. Under those circumstances, he might be dangerous in particular situations since some
people are more likely to resort to violence. Accordingly, he seems to be moving from one place
to the other and hence cannot concentrate at one place.
He also shows an inability to focus, which also indicates erratic and forgetful behavior. In that
case, he is unable to complete any task assigned to him. He also seems to lack the thinking

HEALTH SERVICES ASSISTANT 6
ability and also his physical health is not good. Furthermore, he is not comfortable and would
like to see a doctor with immediate effect. Kindly accord him permission.
Thank you for your consideration
Best Regards
6. Explain about below conflicts and how you would deal with them (150-200):
Mistrust and conflict
This conflict can be dealt with through defining of responsibilities in which if every
individual knows exactly what he or she should be doing at all times miscommunication amidst
management and workers is reduced hence generating a lack of mistrust (Kalra, Unnikrishnan &
Baruah, 2017). Addressing the issue by watching the employees interact with each other and
identify some signs of mistrust and schedule a meeting to address the issue immediately.
Interpersonal conflict
Interpersonal conflict occurs when a team of individuals or a person frustrates or
interferes with another individual’s effort at achieving a goal. Stress as a result of this conflict
might be influenced by support on the effective coping procedures to be employed to deal with
it. Also, it can be dealt with by just walking up to the person and talk to them in a mature way
and sort out the problem (Liu, Wang, Chang, Shi, Zhou & Shao, 2015). Also, one could pretend
there is no conflict or stop interacting with the person causing problems and consciously
avoiding all contact. Frustrations in the conflict can be handled through channeling the negative
energy into something positive.