Question

You are working as an administrative assistant in a busy GP practice in a suburb where the community consists of people newly arrived in Australia and a younger cohort of individuals who have moved to the area and are heroin addicts. The GP clinic is the only clinic in the area that provides a bulk billing service and needle exchange program.

Mrs. Rizzo is an elderly lady of 78 years, from Italy. Mrs. Rizzo was brought to Australia by her son and daughter in law after her husband died. Mrs. Rizzo does not speak any English but relies on her son to interpret for her. Mrs. Rizzo has been in Australia for over 10 years but has made no effort to learn English and except for when her son accompanies her rarely leaves the house.

On arrival at the surgery it was apparent that Mrs. Rizzo was in pain. There was a lot of yelling, gesturing, pulling of hair and crying. Another patient attending the clinic tells her to shut up™ and asks if you could put the old bag outside™. Her son became very upset and soon both the son and the other client were yelling at each other. Mrs. Rizzo continued to wail.

You need to deal with this situation but privately you felt that Mrs. Rizzo was making a lot of fuss.

1.7)   What verbal and nonverbal communication could you use in this situation?

1.8)   Reflection on own social and cultural perspectives and biases for the situation in the scenario.

1.9)   Identify a strategy that you can do to improve own self and social awareness.

1.10)   Explain how your response contributes to the development of work place and professional relationships based on appreciation of diversity and inclusiveness to make the workplace safe for all.

Answer 1

1.7) verbal communication to be used in this situation:

• introduce yourself with your role
• call the patient by name
• use simple and clear language
• speak softly and calmly
• address the immediate needs
• ask about her pain, its quality, type, severity and frequency
• maintain non judgemental attitude while talking with the client
• acknowledge the individual feelings
• accept the client as an individual
• avoid using any technical terms or  jargon while communicating with the client

non verbal communication:

• be silent while the client is talking
• be an active listener
• maintain open posture with arms and legs uncrossed
• maintain eye to eye contact and avoid distractions
• show empathy and compassion

1.8) reflection on own situations and biases over the situation:

in a hospital or health care settings, it is a requisite for client and the family members to maintain etiquettes of the and must know the roles and responsibilties and thereby t express their concerns to the health care professionals rather than creating a fuss with each other. health care professionals must be concerned with the needs of the patient and be empathetic and compassionate while providing care.

1.9) strategy to improve one's own self and social awareness:

• be emapthetic to client's needs
• be genuinely interested in the client
• listen actively when the client is in need
• ask for any extra help if required
• ensure that you are there always in case of any help
• control one's own emotions in irder to avoid counter transference
• maintain rapport with the client

1.10) response for work place development and professional relationships:

• able to accept and respect each other's cultural differences
• avoid bias, ethnocentrism, prejudice while caring for the client
• work environment tmust be free from bullying and harrassment
• reflect while communicating with the client
• improve work place ethics by motivating one another