Elements and Performance Criteria

Issues relevant to patient/client rights and responsibilities may include:
Access to appropriate and equitable care
Personal dignity
Privacy, confidentiality and consent
Personal safety and security
Knowledge of the identity and professional status of individuals providing services
Behaviour of relatives and friends
Provision of accurate information
Keeping appointments
Complying with instructions
Respect for the rights of other patients and staff

Legal issues relevant to position and role may include:
Privacy of personal health information
Trade Practices Act
Consent to medical treatment
Duty of care
Release of medical and other clinical records
Coroners Act
Patient/client autonomous right of self-determination
Industrial relations

Catchment area and treatment population may include:
Geographical areas
Age groups
Case mix type
Service related groups

The organisation's operations may be financed by:
State, Territory and Federal governments
Department of Veterans' Affairs
Health Insurance Commission
Health Funds
General and Workers' Compensation Insurers
Church funding sources
Donations, Trusts and Bequests
Patient/client co-payments
Fees for services provided
Contract payments
Episodic, per diem or block grant funding arrangements

Important relationships with other organisations and individuals may include:
Contracts with Health Funds
Contracts with the Department of Veterans' Affairs
Relationships between and with general practitioners and specialists
Allied Health professionals
Contractors/Suppliers of goods and services
Community and church organisations
Research organisations
State, Territory and Federal Departments of Health
Local government
Health Insurance Commission
Health Care Complaints Commission
Accreditation bodies
Divisions of General Practice
Industrial, Employer and Professional organisations
Networks with other hospitals and community services
Non-government organisations
Church and charitable organisations
Police
Ambulance
Fire Brigade
Diagnostic services
Environmental Protection Agencies
Referral Hospitals
Referring organisations

Activities, functions and strategies contributing to organisational improvement may include:
Those aiming to improve the financial, operational and service delivery performance of the organisation such as:
Customer service initiatives
Quality improvement projects
Environmental surveys
Efficiency audits
Public relations and marketing
OHS programs
Team development
Infection control measures
Human resource and industrial relations projects
Use of key performance indicators for efficiency and effectiveness
Budgeting and variance analysis
Use of clinical indicators
Benchmarking
Process improvements
Relationship development with external organisations and service providers
Involvement in facility and service accreditation

Critical aspects of assessment:
Demonstrated application of the legal and ethical issues in relation to patient/client care, as relevant to the worker's specific role and responsibilities
Appreciation of the role of the organisation, its relationship to the community and with other industry organisations, and ability to communicate this knowledge to other team members and others when appropriate
Active involvement in improving the performance of the organisation in line with of the scope of the worker's role and responsibilities

Concurrent assessment and relationship with other units:
This unit can be assessed independently, however holistic assessment practice with other appropriate units of competency is encouraged.

Essential knowledge required includes:
General outline of patient/client care legal issues
Specific patient/client care legal issues relevant to role and responsibility including child protection
Role of the organisation
Service profile and catchment area of organisation
Services provided by the organisation
Organisation's source of funding
Introductory knowledge of funding mechanism relevant to organisation
Organisation's budgeting and budget monitoring processes
Importance and basic nature of significant organisational relationships with external industry organisations and individuals
Performance measures used by the organisation for measuring clinical, operational and financial performance relevant to worker's role and responsibility
Elementary quality improvement principles and processes

Essential skills must include:
Follow legal requirements specific to worker's role and responsibilities
Accurately communicate information to others
Encourage other team members
Identify external organisations and other industry participants of importance to the organisation
Identify the services provided by the organisation
Use key performance indicators relevant to worker's role and responsibilities
Participate in accreditation, quality improvement, infection control, OHS projects, service and process improvements, public relations, marketing, environmental surveys or customer service projects and initiatives relevant to role and responsibilities of the worker

Resource implications:
Resource requirements include access to:
Organisational policies and procedures concerning patient/client care legal issues
Organisation's Strategic Plan, Business Plan, Directory of Services, Marketing or Public Relations Plan, Annual Report
Organisational policies and procedures concerning funding, budgeting and use of key performance indicators
Accreditation guidelines and standards
Other relevant organisational policies and procedures
Duties statements and/or job descriptions

Method of assessment:
Assessment may include:
Observation of performance
Written tasks
Interviewing and questioning
Formal appraisal systems
Staff/client feedback
Portfolio/CV
Supporting statement of supervisor(s)
Authenticated evidence of relevant work experience and/or formal/informal learning
Case studies and scenarios as a basis for discussion of issues and strategies to contribute to best practice in the work environment

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace and under the normal range of workplace conditions. Assessment may be conducted on more than one occasion to cover a variety of situations.

A diversity of assessment tasks is essential for holistic assessment.