Elements and Performance Criteria

Patients and clients may include:
Patients and clients
Other existing patients and clients
Prospective patients and clients to the service or services
Clients and patients may be in contact with the organisation through relevant representatives, professionals or other advocates or agencies

Others with whom interaction is required in regard to patient/client services may include:
Other staff and team members
Service units or departments
Family members, carers and friends of patients and clients
Professional representatives or agents of patients and clients such as:
Medical specialists
Social workers
Therapists
Allied health professionals
Interpreters
Teachers and/or spiritual
Community
Other representative
General public

Communication may be in:
English
Sign language
Through an interpreter
Community language as required by the service / organisation

Modes of communication:
Continuing interaction with patients and clients
Verbal conversations either in person or via telephone
Written notes by post or electronic media
Worker, family member friend or professional interpreter who has relevant languages

Respect for difference may include differences such as:
Physical
Cognitive/mental or intellectual issues that may impact on communication
Cultural and ethnic
Religious/spiritual
Social
Age
Language literacy and numeracy abilities that may impact on communication
Sexuality and sexual preference

Confidentiality and privacy of patients may include:
Fees
Health fund entitlements
Welfare entitlements
Payment methods and records
Public environments
Legal and ethical requirements
Writing details ie medical and consent forms
Conversations on the telephone
Secure location for written records
Offering a private location for discussions
Information disclosed to an appropriate person consistent with one's level of responsibility

Performance monitoring may include:
Self-monitoring
Supervisor assessment
Customer feedback

Critical aspects of assessment must include:
Working within role and responsibility in a manner which accommodates and accepts individual differences
Handling complaints and resolving conflict, or referring matters to supervisors when required
Working effectively in a team
Complying with relevant policies, protocols, guidelines and procedures of the organisation
Communicating in a non discriminatory, supportive and inclusive manner
Listening and responding to communication initiatives of client
Demonstrating respect for patients and clients

Concurrent assessment and relationship with other units:
This unit can be assessed independently, however holistic assessment practice with other client/patient service delivery units of competency is encouraged

Essential knowledge required includes:
Roles and responsibilities of self and other workers within the organisation
When client/patient issues need to be referred to an appropriate health professional
Organisational policies and procedures for privacy and confidentiality of information provided by clients and others
Knowledge of cultures relevant to the particular service
Cultural differences in Australia
Knowledge of available interpreter services
Organisational policy on patient/client rights and responsibilities

Essential skills required include:
Establishing and maintaining relationships, taking into account individual differences
Using effective listening techniques
Using appropriate verbal and non verbal communication styles
Ability to interpret and follow the instructions and guidance of health professionals involved with the care of patient/clients
Reading and writing skills - literacy competence required to fulfil job roles in a safe manner and as specified by the organisation. The level of skill may range from the ability to understand symbols used in OHS signs, to reading workplace safety pamphlets or procedure manuals, to reading labels. Literacy support available in the workplace may range from having access to support or assistance from expert/mentor/supervisor, to having no communication supports available. Literacy may be required in English or a community language.
Oral communication skills - language competence required to fulfil job roles in a safe manner and as specified by the organisation. Assessors should look for skills in asking questions, providing clear information, listening to and understanding workplace instructions, and clarifying workplace instructions when necessary. The organisation may require competence in English or a community language, depending on client group.
Numeracy skills may range from the ability to complete basic arithmetic calculations such as addition, subtraction, multiplication, division to recording numbers
Problem solving skills required include the ability to use available resources and prioritise workload
Ability to deal with conflict
Ability to work with others and display empathy with patient and relatives

Resource implications:
Access to relevant workplace or appropriately simulated environment where assessment can take place
Relevant government and organisational policy, guidelines, procedures and protocols
Any relevant legislation in relation to service delivery

Method of assessment:
Observation of work activities whilst providing service functions
Observation of simulation and/or role play involving patient/client service delivery
Discussion of physical and/or behavioural scenarios involving duty of care
Authenticated transcripts of relevant education/training courses
Authenticated reports of working with clients and maintaining a high standard of client service
Case studies and scenarios as a basis for discussion of issues and strategies in addressing the maintenance of high standards of service

Context of assessment:
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions. Assessment may be conducted on one occasion but should include a range of clients, reflecting the diverse nature of those for whom service is provided in the workplace context.

A diversity of assessment tasks is also essential for holistic assessment.