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have a look at the question and kindly apply if sure you will be done in 4 hours. kindly have a look at the attached document

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Task 1 - Case scenario 1. As the new Practice Manager at Health Smiles Medical Practice, you’re facing a daunting environment. To date, the Practice has been seen as only interested in ‘policing the rules’ and there is little trust or confidence among the staff in raising any ideas or concerns to the management as not much has been done in the past. One of the first things you need to do is develop effective working relationships and networks with various stakeholders across the Health Smiles Medical Practice. To develop a collaborative environment, you have to first create an open communication culture where you can: • Analyse collect and communicate ideas and information in a manner which is appropriate to all stakeholders • Lead consultation process • Seek and value contributions from relevant stakeholders • Restore trust and confidence as a leader among your team. To achieve this aim develop a strategy by answering the following. Q1. Identify and name all the job titles that may be included in your team and briefly describe the expectations of each team member in relation to your role as a Practice Manager that can assist the team to improve their work performance. Q2. List the type of information you will need to gather on the team’s current individual work performance. Q3. List the relevant legislations and regulatory requirements that your medical practices staff should abide to as per the requirement of their job. Q4. Briefly explain what consultative processes you could use to: I. strengthen the two-way communication and II. To ensure issues are raised in an appropriate manner by stakeholders. Q5. List a range of channels and methods of communicating information and ideas across the team members and to seek their inputs in developing and refining new ideas and approaches. Consider formal and informal channels and methods. Q6. To develop positive work relationships you need to build confidence and trust. Outline six actions (behaviours) you could take to build a positive working relationship with stakeholders across your medical practice. Q7. Provide 2 examples of situations within a healthcare practice where you would adjust your interpersonal style and methods when dealing with people to build effective relationships. Q8. With your medical practice how will you use the Practice’s social, ethical and business standards to develop and maintain effective relationships? Q9. Consider the type of internal and external networks you would seek to develop for your medical practice: • Identify at least 3 internal and 3 external networks. Also consider formal and informal networks • What are the benefits for the practice in being involved in these networks? 2. Q1. Prepare an email to all staff in Health Smiles Medical Practice outlining: • your role as a Practice Manager, clearly stating the information and support that you can provide in order to build effective workplace relationships within the practice • The process to follow to guide and support colleagues to resolve work difficulties • The processes in place to resolve issues raised promptly or refer these to relevant personnel as required and within the requirements of the organisation and relevant legislation • The process to manage conflict in the practice. Q2. Consider a situation where you have received a complaint from Patient A that one of your receptionists has shared information related to Patient A’s medical history with Patient B of your practice. Patient A is feeling disgusting and feels that it is a breach of privacy information from the Practice’s end. You have done your investigation and found out about the reception team member who did this. • Explain how you will resolve this conflict constructively between the patient and the practice • Whom you should involve in management of this conflict issue • Explain the process of counselling for managing the receptionist behaviour and describe how will manage the receptionist poor performance within the organisation's processes. 3. Question 1 a. Explain how you can self-reflect on your own social practices and beliefs on working with culturally diverse people. b. What would you do to improve on your ability to enhance social awareness and understanding of different cultures? Question 2 List and briefly explain two (2) benefits you see for a practice when it understands that a ‘culturally’ appropriate workplace is beneficial to its success. Question 3 a. Briefly explain why it is important to employ work practices that create a workplace environment that is conducive and safe for all. b. How does being ‘culturally competent’ impact on the success of workplace practices? Question 4 When reviewing or modifying work practices it needs to completed in consultation with others. a. Explain how a practice consults with and involves others from diverse cultural backgrounds. b. When communicating changes to workplace practices what do you do ensure the communication used shows respect for the cultural diversity of others, for example: coworkers, clients, family. Question 5 Effective communication is critical in any business. Recognising cultural diversity when communicating is to know a client’s wants or needs or how best to offer care. However communicating effectively with people with whom you do not share a language can be very challenging. a. Explain what a business would consider when working with people who are from culturally and linguistically diverse background to develop and maintain effective relationships, mutual trust and confidence. b. From the list (below) of common areas of misunderstanding select two (2) and explain what steps were taken to remove potential language barriers and to make the communication effective. Some common areas of misunderstanding are: • polite forms of language • idioms • questions • compliment • dress • social customs • responding to good and bad news • space • time c. It may be necessary to seek assistance from interpreters or other persons. In which situation you will consider to get an interpreter. Question 6 Provide an example where an issue from your practice/workplace caused conflict across cultures or had the potential to cause conflict. Question 7 a. If potential misunderstandings occur, what would be the impact on the different cultures? b. What steps could be taken to sensitively resolve differences that reduce any escalation of a situation that would lead to conflict? PERSONAL REFLECTION Health care professionals also reflect the cultural diversity of our society. Under the client healthcare right of 'respect' clients have the right to care in a manner that is respectful to their culture and beliefs, free from discrimination. The issue of the need to address cultural diversity and cultural awareness has been well recognised in health care settings. Health beliefs, levels of understanding and expectations of treatment outcomes differ according to people’s culture. And therefore it is imperative for staff working in a multicultural environment to develop a high level of cultural sensitivity and awareness in order to successfully interact with diverse client groups. These groups may include emotionally susceptible people and therefore staff members need to develop appropriate communication skills. Explain three (3) different situations where you have identified and recognised the needs of your patients in care from diverse background and has: • • Selected and used appropriate verbal and non-verbal communication method in order to successfully interact with diverse client groups and Successfully managed a misunderstanding or conflict situation that may have raised due to cultural diversity issues For eg: You may choose following situations: • You can give a situation relating to dealing with indigenous patients, where using the appropriate communication skills you have managed to remove the communication barrier with your patient and has provided adequate care services. • Or can give a situation where misunderstanding in views and actions are happened between people of diverse culture due to their inability to understand each other’s cultural belief, value and etiquettes. Task 4: Case Study – Scenario • • • • • • • • • • • • • • • • • The scenario below describes a situation in which a client behaves in a difficult or unacceptable way. Your task is to answer the questions. You are at times the only one working at the reception desk as an administration clerk at a large hospital working in the emergency department. The waiting room is full of sick and injured people and there is a two hour wait. When patients arrive they are assessed by the triage nurse into critical and non-critical care. On Thursday the 5th of February at 10:00am, Mark arrived at the emergency waiting room. Mark is a 30yr old man who is an outpatient. Mark appears to look malnourished, and has scars on his wrists. You also notice that he has wounds on the inside of his right elbow. He presented to the Triage window, and a preliminary assessment was undertaken. He appeared confused, disorientated, agitated and easily irritated. He was observed to be mumbling incoherently to individuals not present and to himself at times. When asked by the Triage Nurse, who he was talking to, Mark became irritable and yelled out loudly, “No-one! What a stupid question to ask!” Mark was then directed to take a seat and was observed to be highly restless and unsettled; wandering around the emergency room waiting area, & becoming increasingly intrusive in the care of fellow patients. He was informed by the nursing staff on several occasions to settle down and that he would be attended by the treating team as soon as they became available. Mark has been waiting for approximately an hour when he approaches the desk for the second time. He demands to be seen immediately with his flushed faced and dilated pupils. Again the nurse tried to explain Mark that there are still several patients to be seen before him, whereupon he becomes agitated and hostile. He starts swearing, shouting and shaking his fists at you, saying “I am sick and must be seen, by the doctor now.” He threatens that he may do ‘something terrible to himself’ if he isn’t seen soon by the treating doctor. As he leans across the desk, you smell the alcohol on his breath and you notice his eyes are quite bloodshot. Mark is then removed from the waiting room, and put in an emergency bed to be seen by the doctor. Questions/Answers 1. Reading the given scenario, identify and list atleast 5 different behaviours of concern. 2. Briefly explain the signs indicating the behaviours of concern. • • • • • • • • • 3a. List the effective communication strategies you would use to achieve the desired outcomes in responding to behaviours of concern. b. Briefly explain the strategies that you would implement to deal with the identified behaviours of concern? 4. List the important legal and ethical consideration relevant to recognising and responding to behaviours of concern. 5a. Whom should you report this incident? b. Who needs to be consulted to seek advice and assistance from legitimate sources as and when appropriate? • • • Task 5 • • • • • • • • • • • • 1. List 3 basic Do’s and Don’ts, when confronted by an aggressive patient. 2. List the 4 steps to ensure the safety of yourself and others when dealing with a challenging behaviour. 3. Why it is important to review the incident report with the relevant staff members? 4. Explain the process of debriefing that supervisor/ manager must undertake after an incident accident has occurred. Explain briefly the stage. 5. Discuss the organisational reporting processes to effectively deal and record the incidents of behaviours of concern.
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Explanation & Answer

This was a marathon run. Thanks for the added time and your patient.

Running head: Title

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Title
Student Name
Course Code
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Q1. Identify and name all the job titles that may be included in your team and briefly
describe the expectations of each team member about your role as a Practice Manager
that can assist the team in improving their work performance.
Management Team will be expected to support and empower to improve work performance.
Doctors and Surgeons would be expected to undertake the highest degree of dignity in their
work
Nurses and Front office staff, they are the face of the organisation, and they are supposed to
show vigour and teamwork as well as superb customer service.
Patients are expected to give feedback to help the health facility measure the performance of its
workforce.
Support Staff and administration staff give the health facility the touch it requires for it to be
admirable and also provide feedback and help with the running of the facility hence, their input
to is critical for improved work performance.
Q2. List the type of information you will need to gather on the team’s current individual
work performance.
1. Number of rings before answering a call.
2. Correctly captured client information
3. Turnaround time for handling client requests
4. Triage of incoming calls
5. Email response time
6. Feedback forms from internal employees
7. Online surveys from employees
Q3. List the relevant legislation and regulatory requirements that your medical practice's
staff should abide by as per the condition of their job.
Ensure there are monitoring and compliance with the medical legislation and Health policy.

Title

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1. Clinical staff should take care of their patients and need to be familiar with the relevant
legislation and professional standards of practices around there.
2. The executive must make sure that all medical equipment are appropriately licensed and
the personnel is operating them are qualified as well as registered.
3. A medical practitioner has the duty to making, keeping and maintaining records in
conformity with the governing standards and codes of best practice.
4. The medical practitioners must abide by the privacy obligation, and the Chief executives
have the responsibility to ensure these obligations are met with the organisation.
Q4. Briefly explain what consultative processes you could use to:
I.

strengthen two-way communication

The consultative process is a requirement and a crucial part of managing the health and safety
risks within medical personnel. To enhance this process, there is a need to;


Listen to their concerns that are being raised



Search for views, opinion as well as information that you plan to improve
communication



Consider the personal views before making decisions



Lastly, advice the staff of the outcome or feedback of the consultations in a timely
accurate manner.

II.

To ensure issues are raised appropriately by stakeholders.

Q5. List a range of channels and methods of communicating information and ideas across
the team members and to seek their inputs in developing and refining new ideas and
approaches. Consider formal and informal channels and methods.


Departmental Meetings



Emails



Surveys

Title

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Focus Groups



Organisation Charts



Performance Reviews



One on One Meetings

Q6. To develop positive work relationships, you need to build confidence and trust.
Outline six actions (behaviours) you could take to build a positive working relationship with
stakeholders across your medical practice.
Q7. Provide 2 examples of situations within a healthcare practice where you would adjust
your interpersonal style an...


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