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Asked by mary.j.26

Roleplay 1. Prepare written responses of both situation (1, for Andrea situation script 2. Health care worker script)

Your client is called Andrea. Working as the Allied Health Worker your role includes assisting Andrea with her exercise program. This morning you find Andrea very distressed and complains about the care provided by Greg. She tells you, “Greg has been bullying her and the problem has been going on for a few days”

Andrea tells you she wants to lodge a formal complaint against Greg, she says “Greg has been very rude and abrupt with her and yelled at her.” Andrea also told you “Greg said if she complained about him, he would make her life difficult. “Andrea offers to give you $200 if you help her.

Role Play Andrea’s situation: 

Person 1 is to act as Andrea and person 2 is to act the role of the Allied Health Worker. Person 1 speaks to person 2 about the situation as described above, person 2 is to use communication skills to

Listen to Andrea’s requests, use verbal and non-verbal communication skills to enhance your understanding and demonstrate respect for Andrea’s situation
Communicate Andrea’s rights to her, let her know what can be done in a clear  and easily understood manner
Ask clarifying questions and confirm Andrea’s understanding of what is being said
Follow confidentiality procedures when exchanging information clearly in a timely manner
Identify any early signs of potentially complicated or difficult situations
Identify any actual constrains in the communication and resolve these by using communication strategies and techniques
Use communication skills to avoid, defuse and resolve conflict situations

1.. Research and find the support services you could recommend for Andrea at this time? Identify one or more in your local area and how these link to your sector

2.. Research and find the information you need about privacy, confidentiality and disclosure, so you can refer to this information during your exchange clearly in a timely manner.

__________________________________________________________________________________________________________________________________

Roleplay 2: Prepare written responses of both situation (1, for Greg situation script 2. Health care worker script)

As per the previous scenario, your client is called Andrea who you are assisting with her exercise program. One morning you find Andrea very distressed and complains about the care provided by Greg. She tells you, “Greg has been bullying her and the problem has been going on for a few days.”

Andrea tells you she wants to lodge a formal complaint against Greg, she says “Greg said if she complained about him, he would make her life difficult.” You ask Andrea’s permission to take the situation further and she agrees to have your help. 

You see Greg in the lunch room at your change of shift you decide to speak to Greg personally about the way he is treating Andrea. The situation gets heated as Greg defends his actions. Use the research you have undertaken and discussion with Greg why you consider his behaviour inappropriate.

Role Play: Communicate with colleagues:

Person 1 is to act as the Allied health worker and person 2 acts the role of Greg. Person 1 speaks to person 2 about the situation as described above, use communication skills to:

1 Person

Clarify your understanding of Andrea’s situation
Follow confidentiality procedures when exchanging information
Identify the signs of potentially complicated or difficult situation
Identify any actual constraints in the communication and resolve these by using communication strategies and techniques
Let Greg know you have mandatory reporting requirements to follow
Use communication skills to avoid, defuse and resolve conflict situations

Person 2:

Defend your action and explain what happened when you were working with Andrea using verbal and non-verbal communication skills.

1.. Research and find the information you need to know about privacy, confidentiality and disclosure, so you can refer to this information during your exchange clearly in a timely manner

2. identify the mandatory reporting requirements

3. Identify the conflict resolution techniques you might need to use during the conversation.

_______________________________________________________________________________

Roleplay 3. : Prepare written responses of both situation (1, for Supervisor script 2. Health care worker script)

 

As per the previous scenario, your client called Andrea who you are assisting with her exercise program. One morning you find Andrea very distressed and complains about the care provided by Greg. She tells you, “Greg has been bullying her and the problem has been going on for a few days.”

Andrea tells you she wants to lodge a formal complaint against Greg the afternoon Health Worker, she says “Greg has been very rude and abrupt with her and yelled at her”. Andrea also told you, Greg said if she complained about him, he would make her life difficult

After speaking with Greg, you decide to go to your supervisor about Andrea’s situation with Greg. Discuss the situation with your supervisor.

Role Play: Report issues to the supervisor

Person 1 is to act as the Supervisor and Person 2 acts the role of the Allied Health Worker. Person 1 speaks to person 2 about the situation as described above, use communication skills to:

Person 1

As the supervisor you will ask clarifying questions and confirm your understanding of Andrea’s situation
Follow confidentiality procedures when exchanging information
Identify the signs of potentially complicated or difficult situation
Identify any actual constraints in the communication and resolve these by using communication strategies and techniques
Use communication skills to avoid, defuse and resolve conflict situations

Person 2

Explain Andrea’s situation using verbal and non-verbal communication skills demonstrating

Respect for Andrea’s situation

Respect for your co-worker

 

Response Notes:

Research and find the situation you need about privacy, confidentiality and disclosure, so you can refer to this information during your exchange clearly in a timely manner
Identify the conflict resolution techniques you might need to use during the conversation

Reflective Questions

What steps would you take to help Andrea submit a formal complaint to the supervisor? (Identify the process, the correct area and the key points Andrea should put into her formal letter of complaint)
Can Greg the afternoon PCA treat Andrea like this and stop her from participating in social activities? In your answer reference the government policies and principles regarding the Aged Care Assessment processes
Who would you discuss Andrea’s situation with in a work context? Why?
How could you ensure Andrea is not disempowered and pushed into not making a complaint
Would you accept Andrea’s offer of $200 to help her? If yes – why? If no-Why not?
Reflection: Following the role-plays, reflect on your responses and actions as you played the role of the PCA. List anything you would do differently if you were to repeat this roleplay?

 

 

 

SCIENCE
HEALTH SCIENCE
NURSING
NURSING HLTWHS002

 

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