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Evidence Guide: HLTAMB012 - Communicate in complex situations to support health care

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

HLTAMB012 - Communicate in complex situations to support health care

What evidence can you provide to prove your understanding of each of the following citeria?

Elements define the essential outcomes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with patients and/or colleagues

  1. Establish rapport through open, sensitive and confident manner
  2. Obtain information from patient or others with sensitivity and respect for confidentiality as demanded by the situation
  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
  4. Clarify and respect the role and authority of allied personnel involved in the situation
  5. Monitor patient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation
Establish rapport through open, sensitive and confident manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use effective communication techniques

  1. Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs
  2. Use interviewing and active listening techniques to identify, clarify and confirm situation needs
  3. Detect any barriers to effective communication and ensure communication is clear and relevant to situation, context and activities undertaken
  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
  5. Identify early signs of potentially complex or difficult situations or problems, and respond in a caring, firm, confident and reassuring manner
  6. Deal with conflict or the potential for conflict in a manner that prevents escalation.
  7. Seek advice and assistance about communication difficulties with patients and colleagues from supervisor to maintain effective communication.
Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey and receive information using available modes of communication

  1. Use communication codes and equipment correctly.
  2. Convey complex information clearly and accurately using job specific communication systems
  3. Acknowledge and where required clarify information received using active listening to ensure information is correctly understood
Use communication codes and equipment correctly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey complex information clearly and accurately using job specific communication systems

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote a positive public profile

  1. Complete all documentation for required reports and records accurately and within identified time frames
  2. Ensure clarity and accuracy of all recorded communications with people involved with health care support outside of health facilities and services
  3. Ensure standards of personal presentation are appropriate to the organisation
Complete all documentation for required reports and records accurately and within identified time frames

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure standards of personal presentation are appropriate to the organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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.