Assessor Resource

HLTAMB012
Communicate in complex situations to support health care

Assessment tool

Version 1.0
Issue Date: March 2024


This unit of competency describes the skills and knowledge required to effectively communicate with patients, colleagues and health providers in complex situations using verbal and non-verbal interactions. It requires workers to address these significant challenges in the context of providing a health care service.

This unit applies to pre-hospital/out-of-hospital health care workers in a range of settings where direct patient contact is involved.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand Standards and industry codes of practice.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with patients and/or colleagues

1.1 Establish rapport through open, sensitive and confident manner

1.2 Obtain information from patient or others with sensitivity and respect for confidentiality as demanded by the situation

1.3 Convey information to patient or carer about care procedures in a manner and at a time consistent with the overall need of the patient and the situation as a whole

1.4 Clarify and respect the role and authority of allied personnel involved in the situation

1.5 Monitor patient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation

2. Use effective communication techniques

2.1 Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs

2.2 Use interviewing and active listening techniques to identify, clarify and confirm situation needs

2.3 Detect any barriers to effective communication and ensure communication is clear and relevant to situation, context and activities undertaken

2.4 Observe discretion and confidentiality, and treat patients, members of the public and colleagues with respect at all times, especially when using touch and other non-verbal means of communication

2.5 Identify early signs of potentially complex or difficult situations or problems, and respond in a caring, firm, confident and reassuring manner

2.6 Deal with conflict or the potential for conflict in a manner that prevents escalation.

2.7 Seek advice and assistance about communication difficulties with patients and colleagues from supervisor to maintain effective communication.

3. Convey and receive information using available modes of communication

3.1 Use communication codes and equipment correctly.

3.2 Convey complex information clearly and accurately using job specific communication systems

3.3 Acknowledge and where required clarify information received using active listening to ensure information is correctly understood

4. Promote a positive public profile

4.1 Complete all documentation for required reports and records accurately and within identified time frames

4.2 Ensure clarity and accuracy of all recorded communications with people involved with health care support outside of health facilities and services

4.3 Ensure standards of personal presentation are appropriate to the organisation

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

• verbally communicated to patients and developed responses to meet the differing needs for each of the following 5 complex situations:

- extrication from a motor vehicle accident

- providing emergency care to a person under the influence of substance misuse

- providing emergency care to a person who has a mental health condition

- providing emergency care to a person who has been assaulted

- providing emergency care to a person under stress due to a life-threating situation

• provided complex information clearly and accurately using a written response on at least 1 occasion.

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

• effective communication techniques appropriate to communication requirements of specific job role including:

- codes and communication terminology

- preparing handover reports

• communication and interpersonal skills including:

- using interviewing techniques

- asking questions

- using active listening

- asking for clarification and probing

- responding to a range of views

- showing empathy with patient, carers and/or colleagues

- demonstrating awareness of complex communication needs of a person with hearing difficulties or speech impediment

- demonstrating awareness of complex communication needs of people with:

communication-related disabilities

mental health conditions

pharmacological and alcohol addiction or misuse

adverse behavioural responses to unfamiliar environments

- complex communication needs of a person under stress due to situations to themselves or others such as trauma, death and life threatening situations

• organisation operating procedures applying to identified situations where complex communication needs may be present

• relevant communication codes and systems

• referral processes of organisation and counselling services

• roles of relevant allied health personnel

• relevant guidelines and organisation procedures relevant to the job role.

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements define the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with patients and/or colleagues

1.1 Establish rapport through open, sensitive and confident manner

1.2 Obtain information from patient or others with sensitivity and respect for confidentiality as demanded by the situation

1.3 Convey information to patient or carer about care procedures in a manner and at a time consistent with the overall need of the patient and the situation as a whole

1.4 Clarify and respect the role and authority of allied personnel involved in the situation

1.5 Monitor patient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation

2. Use effective communication techniques

2.1 Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs

2.2 Use interviewing and active listening techniques to identify, clarify and confirm situation needs

2.3 Detect any barriers to effective communication and ensure communication is clear and relevant to situation, context and activities undertaken

2.4 Observe discretion and confidentiality, and treat patients, members of the public and colleagues with respect at all times, especially when using touch and other non-verbal means of communication

2.5 Identify early signs of potentially complex or difficult situations or problems, and respond in a caring, firm, confident and reassuring manner

2.6 Deal with conflict or the potential for conflict in a manner that prevents escalation.

2.7 Seek advice and assistance about communication difficulties with patients and colleagues from supervisor to maintain effective communication.

3. Convey and receive information using available modes of communication

3.1 Use communication codes and equipment correctly.

3.2 Convey complex information clearly and accurately using job specific communication systems

3.3 Acknowledge and where required clarify information received using active listening to ensure information is correctly understood

4. Promote a positive public profile

4.1 Complete all documentation for required reports and records accurately and within identified time frames

4.2 Ensure clarity and accuracy of all recorded communications with people involved with health care support outside of health facilities and services

4.3 Ensure standards of personal presentation are appropriate to the organisation

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

• verbally communicated to patients and developed responses to meet the differing needs for each of the following 5 complex situations:

- extrication from a motor vehicle accident

- providing emergency care to a person under the influence of substance misuse

- providing emergency care to a person who has a mental health condition

- providing emergency care to a person who has been assaulted

- providing emergency care to a person under stress due to a life-threating situation

• provided complex information clearly and accurately using a written response on at least 1 occasion.

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

• effective communication techniques appropriate to communication requirements of specific job role including:

- codes and communication terminology

- preparing handover reports

• communication and interpersonal skills including:

- using interviewing techniques

- asking questions

- using active listening

- asking for clarification and probing

- responding to a range of views

- showing empathy with patient, carers and/or colleagues

- demonstrating awareness of complex communication needs of a person with hearing difficulties or speech impediment

- demonstrating awareness of complex communication needs of people with:

communication-related disabilities

mental health conditions

pharmacological and alcohol addiction or misuse

adverse behavioural responses to unfamiliar environments

- complex communication needs of a person under stress due to situations to themselves or others such as trauma, death and life threatening situations

• organisation operating procedures applying to identified situations where complex communication needs may be present

• relevant communication codes and systems

• referral processes of organisation and counselling services

• roles of relevant allied health personnel

• relevant guidelines and organisation procedures relevant to the job role.

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions. Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as, using suitable facilities, equipment and resources.

Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
 
Establish rapport through open, sensitive and confident manner 
Obtain information from patient or others with sensitivity and respect for confidentiality as demanded by the situation 
Convey information to patient or carer about care procedures in a manner and at a time consistent with the overall need of the patient and the situation as a whole 
Clarify and respect the role and authority of allied personnel involved in the situation 
Monitor patient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation 
Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs 
Use interviewing and active listening techniques to identify, clarify and confirm situation needs 
Detect any barriers to effective communication and ensure communication is clear and relevant to situation, context and activities undertaken 
Observe discretion and confidentiality, and treat patients, members of the public and colleagues with respect at all times, especially when using touch and other non-verbal means of communication 
Identify early signs of potentially complex or difficult situations or problems, and respond in a caring, firm, confident and reassuring manner 
Deal with conflict or the potential for conflict in a manner that prevents escalation. 
Seek advice and assistance about communication difficulties with patients and colleagues from supervisor to maintain effective communication. 
Use communication codes and equipment correctly. 
Convey complex information clearly and accurately using job specific communication systems 
Acknowledge and where required clarify information received using active listening to ensure information is correctly understood 
Complete all documentation for required reports and records accurately and within identified time frames 
Ensure clarity and accuracy of all recorded communications with people involved with health care support outside of health facilities and services 
Ensure standards of personal presentation are appropriate to the organisation 

Forms

Assessment Cover Sheet

HLTAMB012 - Communicate in complex situations to support health care
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

HLTAMB012 - Communicate in complex situations to support health care

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: