Course Title: Maintain high standard of client service

Part B: Course Detail

Teaching Period: Term1 2011

Course Code: EMPL5591C

Course Title: Maintain high standard of client service

School: 155T Life & Physical Sciences

Campus: City Campus

Program: C4215 - Certificate IV in Allied Health Assistance

Course Contact : Veemita Kaul

Course Contact Phone: +61 3 9925 4662

Course Contact Email:veemita.kaul@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Christine Smith

Nominal Hours: 30

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

There are no pre-requisites and co-requisites for this course.

Course Description

This course describes skills and knowledge for health care assistance workers and other workers who have contact with clients required to deliver and maintain a high standard of service


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

HLTCSD201B Maintain high standard of client service

Element:

Act in a respectful manner at all times.

Performance Criteria:

Positively, actively and consistently demonstrate respect for differences in all work
Maintain confidentiality and privacy of clients
Demonstrate courtesy in all interactions with clients, their visitors, carers and family
Provide assistance with the care of clients with challenging behaviour in accordance with established procedures
Use appropriate techniques to manage and minimise aggression

Element:

Communicate appropriately with clients

Performance Criteria:

Ensure participation in work team is constructive and collaborative and demonstrates an understanding of own role
Identify and use communication strategies and techniques to achieve most effective client service outcomes
Respond to and deal with complaints in line with organisation policy to enhance service to clients
Access interpreter services as required
Take action to resolve conflicts either directly, where a positive outcome can be immediately achieved, or by referral to appropriate personnel

Element:

Establish and maintain appropriate relationship with clients

Performance Criteria:

Establish rapport with client and ensure the service is appropriate to and in the client’s best interest
Use effective listening skills to ensure a high level of effective communication and quality service provision
Correctly identify client concerns and needs and respond within agreed level of responsibility, established procedures and guidelines for reporting to supervisors
Seek advice from appropriate sources to resolve any concerns or issues regarding relationship with, and/or service to clients when required
Consistently monitor and evaluate effectiveness of interpersonal interaction to ensure best client service outcomes

Element:

Evaluate own work to maintain a high standard of client service

Performance Criteria:

Seek and receive advice and assistance from appropriate sources on own performance
Adjust own work to incorporate advice that addresses performance issues, to maintain the agreed standard of client support and service


Learning Outcomes



Details of Learning Activities

The learning activities include-

  • Face to face teaching
  • Case studies
  • Class room activities
  • Reflections and discussions
  • accessing information online


Teaching Schedule

There will be face to face teaching for this course and the details of the class date and time will be in the timetable provided to the students. Timetable can also be accessed online in the learning hub.


Learning Resources

Prescribed Texts

There is no prescribed text for this course as comprehensive course material will be provided by the teacher through RMIT Learning Hub.


References

Online learning materials can be accessed using the RMIT Online Learning Hub.
The online learning materials listed include:

Subject outlines
Lecture notes
Workbook activities
Assessment details


Other Resources

The students can access library for more resources like-

  • Videos
  • Articles of interest
  • useful external links
  • Learning Lab


Overview of Assessment

The assessment will be in the form of completing different activities in a work book.

There will be observation in the clinical placement with questioning to address appropriate application of knowledge.


Assessment Tasks

The students will be assessed for their verbal ,non verbal communication skills, listening skills, maintaining confidentiality and privacy of clients,maintaining their standard of Client support and service through a range of activities in the assessment workbook. They will also be assessed at their clinical placement for all these attributes including their communication with the clients and to deliver best client services outcome.


Assessment Matrix

Course Overview: Access Course Overview