Part A: Obtain Feedback from Clients or ColleaguesROLE PLAY: MR O’REILLY AND THE GOLF CLUB

Question Part A: Obtain Feedback from Clients or ColleaguesROLE PLAY: MR O’REILLY AND THE GOLF CLUBYou are an aged care support worker at Your Care Residential Services. One of your client’s carers Martha has contacted you as she would like to discuss some urgent matters with you about her 83 year old father Mr O’Reilly. She has requested a face-to-face meeting with you. The meeting is unexpected as Mr O’Reilly isn’t due for another assessment or review for at least another month. You have looked over Mr O’Reilly’s documents and care plans, and don’t see anything out of the ordinary. In fact, Mr O’Reilly has been making significant progress with his daily activities. His level of confidence has increased and he has received quite a bit of verbal and documented praise lately. Particularly in following his morning routine and being able to assist with folding his bed sheets and minor clean up tasks after breakfast. He has also taken an interest in cleaning some of the sport equipment at the residence, specifically the golf clubs which he enjoys wiping and shining. Mr O’Reilly used to play golf when he was in his late 50s and often talks about some of his old games. Martha turns up to the meeting room where you are already waiting and starts expressing her disappointment in the quality and level of care the residence is providing. She says she is disgusted by the fact that the unit accepts this type of behaviour from the support staff and can’t believe she had to find out what happened herself. She is even threatening to take her dad to a different residence where they will be able to provide ‘the level of care her dad deserves’. She said ‘my dad has told me all about what happened and how he has been treated by you!’ She threatens legal action against the service. You are confused as to what she is upset about. As far as you are aware, Mr O’Reilly is in good health, aside from a bruise he got from incorrectly handling one of the golf clubs. The incident was reported and Mr O’Reilly reviewed for any other physical injuries for which he was cleared. This was clearly documented in the incident report within his file with a note to advise Martha in the next meeting with her. Martha was unavailable to attend the last scheduled meeting due to work commitments so wasn’t updated with that information. You have already proposed that a process be developed for informing carers or families of clients of updates in the event they are not available to attend their meeting. Mr O’Reilly has mild to moderate dementia and often says things that aren’t true. He was joking around recently saying how he had balls thrown at him by other residents when he was playing bocce and how they were ‘all out to get him’.The purpose of this role play is to demonstrate how you would respond to a challenging situation in the workplace. The objective of the discussion is for you to facilitate an appropriate resolution. Read the role play scenario ‘Mr O’Reilly and the golf club’ to prepare for your response. The situation is fictional and involves a client’s daughter being upset with the state of her father who is a resident at the facility under your care. You are an aged care support worker.You will need to discuss the situation, communicate effectively and work towards a resolution with the additional participant to defuse the conflict. The additional participant in this role play may be played by another classmate or your trainer/assessor. Your assessor will be looking to see that you can: Identify and address the issue Investigate the issue by gathering further information Demonstrate a level of understanding and empathy Use appropriate interpersonal skills Use non-verbal communication Demonstrate appropriate level of respect  Defuse the conflict through your discussion Use active listening and questioning skills Use appropriate language Remain diplomatic and professional in your approach Provide reassurance and follow up action Negotiate an agreeable outcome. Additional Participant instructions – MarthaYou missed your last meeting with the support worker because you were held back at work unexpectedly. Last time you came to visit your dad, you noticed he had a fading bruise on his left arm. When you asked him what happened he said he was beaten up by one of the staff members with the golf club he was cleaning and packing away that day. You asked him for more information but he kept saying ‘they always beat me!’ and was so down about it. You were outraged and called for an urgent meeting with staff in your dad’s care. You would like to know why no-one told you about the bruise and get an explanation from staff as to what exactly happened. You are outraged and considering pulling your dad from the residence, already looking at other options where you can ‘trust’ the staff to provide a better quality of care. You are appalled that this behaviour actually occurs here and you won’t hesitate to take legal action. You will pursue this complaint unless you receive an acceptable explanation and you are confident that this won’t happen again. You expect a better process in place from the service to prevent a similar incident from occurring not only to you, but other clients and families.  Health Science Science Nursing CHC COM002 Share QuestionEmailCopy link Comments (0)

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