Grade 12 – Hospital and Community Health Care

First Quarter
WEEK 1 – Activity No. 1

Activity Title: PARTICIPATE IN WORKPLACE COMMUNICATION

Learning Target: Learners able to know the importance of participating in workplace communication.
Objectives: Learn the importance of participating in workplace communication.
References: https://online.regiscollege.edu/blog/importance-communication-health-care/

Concept Notes

For hospitals and health care institutions, ensuring that patients receive proper care takes more
than performing procedures and making diagnoses. Communication is a crucial component in all steps
of the health care process. Whether it be a clinic accurately sharing patient information with another
facility, or a group of doctors, nurses, specialists, and other staff at a hospital discussing how to treat
current and incoming patients, the need for concise, effective communication is always present in the
health field.
Organizations with strong communication policies can enrich their patients’ health, while those
that don’t have effective procedures in place can negatively impact patient well-being. Health care
professionals and institutions need to recognize the importance of communication in health care in order
to thrive.

A Focus on Patient Safety

When considering the importance of communication in health care, patient safety is one of the
top reasons to create an effective communication structure in any health care organization. Inadequate
communication is often a leading cause of in-hospital deaths. While communication errors can have
severe consequences, these issues are often relatively easy to fix, meaning many patient deaths caused
by communication errors are preventable. That fact alone is one of the most important reasons why
communication is so important for patient safety.

Interhospital vs. Intrahospital Communications

There are two types of communication methods that health care institutions use that are crucial to
patient safety and well-being: interhospital and intrahospital.

Interhospital
Interhospital communications involve information sharing among multiple sites or institutions.
This includes transmissions between facilities owned by the same organization and between completely
separate health care entities. Moving patients from one facility to another, sending medical records, and
transporting vital medical equipment all require clear communication between sites. However, hospitals
often encounter obstacles in communicating effectively with one another. Inadequate communication
drives up costs by preventing institutions from accessing patients’ medical files, which may create a
need for duplicate tests and second opinions that would not otherwise be necessary.

Intrahospital
Problems with communication also occur among personnel within the same hospital.
Intrahospital communication is any information sharing within a singular institution — whether it
involves coordinating room changes, scheduling surgeries, assigning further tests, or even setting up
appointments. When doctors, staff, and patients are not effectively sharing information, the efficiency of
each process may decrease, potentially resulting in unnecessary costs or even danger to patients. Patient
record delays, lack of procedural coordination, and even serious medical errors may all be consequences
of poor intrahospital communication.
 
Common Communication Methods
Each health care system has multiple forms of communication that administrators and staff must
be trained to use properly and efficiently. When even one of these communication methods fails, patient
safety can be put at risk. A minor printing mistake could lead to incorrect dosages, or incomplete

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information may keep a doctor from knowing about a crucial allergy. Understanding how standard
communication methods work is the first step in ensuring that a hospital is running as smoothly as
possible, for both the patients’ and the hospital’s sake. To that end, here are some of the most common
ways that hospitals and other health care systems communicate and share information.

Transmitting Patient Data

Patient records are shared securely via inter- and intrahospital communications. Delays in
receiving records can cost hospitals millions of pesos each year in unnecessary expenses. Patient data
are used to create a thorough medical history and provide appropriate medical care. When patient data
aren’t shared between departments or other health care organizations, there may be a much higher
chance of practice errors and subsequent increased costs.

Sharing Research Findings

The health care industry relies on research to create and improve tools and procedures. However,
some third-party researchers — such as those who work for private companies or pharmaceutical labs —
are reluctant to share their findings with providers because of competitive pressures in their industries.
Lack of access to the latest research can stall medical advancement, waste funding, and negatively
impact health outcomes. For health care techniques to evolve, providers must implement communication
systems that allow researchers to quickly and easily collaborate, both within the same organization and
across multiple organizations.

Collaborating with Colleagues

Intrahospital communication relies heavily on collaboration between colleagues. Patients, lab
technicians, doctors, and staff all need to be in constant communication to create a system that operates
as smoothly as possible. Inter-colleague collaboration also includes entering information accurately into
databases, especially shared ones. Inaccurate communication between departments can lead to errors in
database entry, which, in turn, can potentially risk patient safety.
 
Coordinating Hospital Leadership
Whether publicly or privately funded, hospitals are businesses, and they need to operate as such.
Hospital managers and other leaders must communicate frequently with doctors, staff, and patients. All
hospital leaders and managers not only oversee administrative staff and tasks but can also play a vital
role in individual patient health care plans. To be effective, they should maintain open lines of
communication with those around them and also facilitate information sharing between hospital
departments and with other institutions.

Telemedicine Advancements
Health care professionals are increasingly embracing telemedicine, which involves using a
variety of internet-connected technologies to serve patients remotely. These technological tools play
essential roles in health care communications, according to the American Telemedicine Association.
Hospitals and other health care organizations use internal online networks, or intranets, to create more
efficient communication processes. This makes patient record sharing and cross-departmental
communications much easier. What once may have been communicated via printed files and memos can
now be shared electronically within the organization and sent to other organizations.
Telemedicine goes even further by allowing patients to receive medical care and advice from the
comfort of their own homes. Using state-of-the-art communication tools, patients and health care
providers are able to discuss health concerns via video chat, often eliminating the need for the patient to
visit the provider’s office. Not only does this cut down on costs for both the provider and the patient, but
it also creates a seamless communication experience for everyone involved.

EXERCISES: Please write your answers on your Notebook.

1. Essay: On your own opinion, why is it important to participate in workplace communication? (30pts.)
2. What are the two types of communication methods that health care institutions use that are
crucial to patient safety and well-being? (10pts.)

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 Grade 12 – Hospital and Community Health Care
First Quarter
WEEK 1 – Activity No. 2

Activity Title: WORK IN TEAM ENVIRONMENT

Learning Target: Learners able to know the importance of working as a team environment.
Objectives: Learn the importance of working as a team environment.
References: https://work.chron.com/advantages-teamwork-todays-health-care-organizations-5143.html

Concept Notes

Team work is an optimal method of delivering exemplary health care. Efficient and effective teamwork
provides benefits for you, your peers and your patients. Your workplace becomes more enjoyable and
productive when you are able to operate as a team. Safety issues are reduced, while retention rates are
increased. At the same time, patient care improves with seamless collaboration and enhanced communication.

Improved Patient Responsiveness

Health care providers working as a team can be more responsive to changes as they occur. When a
patient’s condition worsens, the team looks to the leader, knowing that everyone on the team will carry out
their respective duties and work with others to solve problems. Trust develops in a cohesive team, increasing
confidence in your partners, knowing they will fulfill their duties during a crisis. Nurses, doctors and assistants
working as a team tend to make fewer mistakes, leading to improved patient outcomes.

Overall Satisfaction

Patients are more satisfied with their care when health care professionals collaborate. The health care
team and the patients experience less stress when members of the team fulfill their duties, knowing their
counterparts are working toward coordinated goals. When the roles are clear among team members, there is less
confusion about patients’ treatment plans. Simultaneously, when communication is clear among the team,
patients also experience greater clarity about their treatment and expected outcome.

Improved Efficiency

Teams that are highly involved in treatment plans and service delivery tend to be more efficient and
utilize resources better. When health care providers adopt the team approach to medical care, mirroring the
success achieved in other industries that employ teamwork techniques, facilities become more competitive and
save money. With strong team leadership, efficiency is realized even more when health care teams are
empowered to design their work plans according to their skills and resources.

Increased Effectiveness

Your education teaches you about your special area of work but you often know little about what other
providers bring to the complete treatment plans of patients. You need to understand the duties of each team
member to work together effectively, increasing your own skills as duties often overlap. As part of the team,
you come to understand and appreciate the roles of physicians, nurses, nursing assistants, social workers,
physical therapists and administrators as you communicate and work together in the best interests of the
patient.

EXERCISES: Please write your answers on your Notebook.

TRUE OR FALSE. Write True if the statement is correct and write False if the statement is wrong.

1. Patients are more satisfied with their care when health care professionals collaborate.
2. Simultaneously, when communication is clear among the team, patients also experience greater clarity
about their treatment and expected outcome.
3. Your education doesn’t teaches you about your special area of work but you often know little about
what other providers bring to the complete treatment plans of patients.

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4. As part of the team, you come to understand and appreciate the roles of physicians, nurses, nursing
assistants, social workers, physical therapists and administrators as you communicate and work
together in the best interests of the patient.
5. You don’t need to understand the duties of each team member to work together effectively, increasing
your own skills as duties often overlap.
6. With strong team leadership, efficiency is realized even more when health care teams are empowered to
design their work plans according to their skills and resources.
7. Nurses, doctors and assistants working as a team tend to make fewer mistakes, leading to improved
patient outcomes.
8. Team work is an optimal method of delivering exemplary health care.
9. Your workplace becomes more enjoyable and productive when you are able to operate as a team.
10. When a patient’s condition worsens, the team looks to the leader, knowing that everyone on the team
will carry out their respective duties and work with others to solve problems.
11. Trust develops in a cohesive team, increasing confidence in your partners, knowing they will fulfill
their duties during a crisis.
12. Teams that are highly involved in treatment plans and service delivery tend to be not efficient and don’t
utilize resources better.

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 Grade 12 – Hospital and Community Health Care
First Quarter
WEEK 2 – Activity No. 3

Activity Title: Practice Career Professionalism

Learning Target: Learners able to prepare for meaningful careers in the fields of allied health and healthcare.
Objectives: Learn the importance of career professionalism.
References: https://www.harrisschool.edu/how-to-improve-your-professionalism-in-a-healthcare-job/

Concept Notes
When you attend your career training classes, you might hear over and over again how important it is
to be professional. What does this mean, exactly? This article is geared to people who are training for jobs in the
field of healthcare and allied health. If you are training to be a medical assistant, dental assistant, surgical
technologist, or other similar position, take a moment to read these tips. With this advice in mind, you can let your
professionalism shine!

Patients come first

Treating patients respectfully and compassionately is one of the foremost rules for professionalism in a
healthcare job. Many patients are friendly and cooperative, but there may also be patients who are rude, patients
who complain a lot, or patients who are very demanding. It’s important to rise above any negative emotions that
these patients trigger in you, and remain respectful and polite with patients at all times.

Observe patient privacy rules at all times

Patient privacy is of highest importance, and a professional healthcare worker, it is important to follow
the rules for patient privacy. Some ways to help protect patient privacy are to use only the patient’s first name in
the waiting room, wait until you are behind closed doors to discuss any medical issues with the patient, make sure
patient charts are not left where others can see them, and never to discuss patient cases with anyone outside of the
healthcare team.

Be courteous and polite to everyone

Simple manners can go a long way toward being seen as a professional on the job. Even if your day is
hectic and everything is going wrong, it is still important to treat others with respect. Remember your basic
manners when interacting with everyone, whether they are the top doctor, your supervisor, your peer, or the
newest intern. Make eye contact with people when you speak with them. And it sounds simple, but it’s easy to
forget: remember to smile! Your smile conveys that you are happy to help.

Accept your assignments without complaining

They call it “work” for a reason. Having job—especially a demanding job in the healthcare field—is hard
work! But complaining doesn’t help. Most people don’t enjoy hearing others complain, and certainly you don’t
want your supervisor to think of you as a complainer. If your supervisor asks you to do a task that you feel is
“below” your qualifications, do it anyway, and do it well. With a positive attitude and a good record of
performance, you may get the chance to move up to higher-level tasks. Above all, try to keep a positive attitude
and remember that your job serves an important purpose. It helps patients get better!

Offer to go above and beyond

If you are in an entry-level position, or an assistant position such as a medical assistant, surgical
technologist, or a certified nurse’s aide, you may wish you had more responsibilities on the job. One way to get
noticed is to go above and beyond your regular duties. The best way to do this is to talk to your supervisor. Ask
your supervisor if there are other tasks that you can do to help the team. By helping with extra tasks, you will be
seen as a team player who wants to contribute to the needs of the workplace.

Try to learn something new at least once a week

The field of healthcare changes rapidly. From new medical developments to new technologies to new
procedures, there is more to learn all the time. A lot of people are resistant to change, but try your best to stay
open to learning new things.  Being flexible and adaptable will help you to embrace changes and learn from them.
Seek out new educational opportunities, and show your curiosity on the job whenever you can!
Dress professionally
One simple way to be seen as a professional is to look like a professional. Always keep a neat, clean
appearance at work. If you wear scrubs to work, be sure your scrubs are clean. They should not be wrinkled,

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faded, worn out, or mismatching. Be sure your shoes are in good condition, keep your hair clean and neat, and try
to avoid makeup or jewelry that makes a loud statement.

Don’t gossip
Gossip is seen as unprofessional in just about every career field. Avoid gossip, and if someone else is
trying to talk to you about your fellow co-workers, try to change the subject. Gossiping can occur verbally, and it
can also occur in texts or social media posts. Never put anything in a text or a social media post that could
embarrass you or embarrass someone else. In the healthcare field, there are also the patients to consider. It should
go without saying that you should never gossip about patients or their loved ones.

Don’t text or take personal calls

Everywhere you go, people seem to be connected to an electronic device. When your friends and family
expect to be able to reach you 24 hours a day, it can be hard to put down your mobile phone. But when you are on
the job, your personal life needs to be put on temporary hold. Save any personal texting or phone calls for your
break time.  Tell your friends and family that you can’t respond to texts when you are working, and eventually
they will understand.
We hope these tips help you understand what it means to be professional on the job. By following this advice, you
may find that your productivity increases. You may find that others treat you with a new sense of respect. And
best of all, you may feel better about your own performance on the job.

Exercises:
The following are some ways you can develop and practice professionalism, please expound each.

1. Be productive
2. Develop a professional image
3. Take the initiative
4. Maintain effective work habits
5. Manage your time efficiently
6. Demonstrate integrity
7. Provide excellence
8. Be a problem-solver
9. Be resilient
10. Communicate effectively
11. Develop self-awareness
12. Buildrelationships

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 Grade 12 – Hospital and Community Health Care
First Quarter
WEEK 2 – Activity No. 4

Activity Title: Practice Occupational Health and Safety Procedures

Learning Target: Learners able to know and practice occupational health and safety procedures .
Objectives: Learn the importance of practicing occupational health and safety procedures.
References:
https://www.hsa.ie/eng/Publications_and_Forms/Publications/Healthcare_Sector/Health_and_Safety_
Management_in_Healthcare.pdf

Concept Notes

Employers (the term includes self employed persons) are required to manage health and safety in the
workplace and to ensure, so far as reasonably practicable, the safety, health and welfare of employees and others
at the workplace.
Employees are required to ensure that they take reasonable care to protect their own safety, health and
welfare and that of any other person who may be affected by their acts or omissions. Employees must co-operate
with the employer to ensure safety, health and welfare at work and report to their employer anything potentially
dangerous at work of which they become aware.

Safety Statement
The safety statement must specify how the safety, health and welfare of employees will be secured and managed
and include;
 The health and safety policy confirming the employer and management commitment to ensuring safety,
health and welfare at work.
 The duties of employers and employees with regard to safety, health and welfare.
 The responsibilities of key personnel (include names and where applicable job title/position) with regard
to safety, health and welfare e.g. the responsibilities of the senior manager/ director of nursing etc. It is
important to ensure that there are clear lines of responsibility and good awareness of responsibilities
allocated.
 The arrangements for consultation with employees and arrangements for communicating health and
safety information.
 Include emergency plans such as evacuation procedures, incident reporting arrangements etc.
 A written risk assessment, this is the key part of the safety statement where the work related hazards have
been identified and the associated risks have been assessed and documented. The control measures to
eliminate or reduce the risk must also be identified.
 Any other arrangements for securing safety, health and welfare at work and the resources provided such
as arrangements for occupational health expertise, immunisation arrangements for employees and health
surveillance, arrangements for working with contractors and/or others who share the building, etc.

The safety statement should be signed by the responsible person e.g. employer/senior manager and dated. The
safety statement must be kept up to date (reviewed at least annually but more often if required e.g. if there are
changes at the workplace which might affect worker’s health and safety) and brought to the attention of all staff
and others at the workplace who may be exposed to the risks to which the safety statement applies.

Risk Management
Risk Management is essentially a 3 step process:
 Hazard Identification
 Risk Assessment
 Controls
Some risk assessments may be simple and arise directly from observation such as obstructions in the corridor
creating a tripping hazard. Some hazards may be more complex, for example the risks associated with certain
patient manual handling activities.

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 An employer can prepare their own safety statement and their own risk assessments if they (or those allocated
the duty) know what is involved and have knowledge and experience of the work activities and potential hazards.
Employees and the safety representatives should be consulted with and involved in the risk assessment process.
But the employer is responsible for seeing that the work is adequately done.
If an external advisor is appointed to develop a safety statement it is important to ensure that the person
appointed has a good understanding of the work activities and has sufficient training, experience and knowledge
to undertake the work. Ensure that any safety statement and risk assessment prepared is specific to the workplace
and the work activities in that workplace.
Where there is not sufficient competence in-house with regard to safety, health and welfare matters the
services of a competent person must be obtained.

Step 1: Hazard Identification

Identify the hazards associated with the workplace and the work activities. A hazard is anything that may
cause harm. Concentrate on the significant hazards, those that can cause serious harm or affect many people.
Employers will be familiar with the hazards associated with the type of work they are involved in but the
following measures will also be helpful in ensuring that the main hazards have been included;
 Walk around the workplace and look at what could reasonably be expected to cause harm.
 Ask employees or their representatives what they think. They may have noticed things that are not
immediately obvious to you.
 If you are a member of a professional organisation or a similar body, contact them, many produce very
helpful guidance.
 Check manufacturers’ instructions or data sheets for equipment and chemicals as they can be very helpful
in spelling out the hazards and identifying safe work practices and putting them in their true perspective.
 Have a look back at work related accident and ill-health records - these often help to identify the less
obvious hazards.
 Remember to think about long-term hazards to health (e.g. harmful effects of repeated exposure to
chemicals which may cause skin irritations and/or sensitisation).
 Consult the HSA website for further information on specific topics.
 Consider best practice guidelines produced by responsible organisations.
Hazards may be considered under the headings of physical, chemical, biological and human factor hazards. Some
examples are given below –

Physical Hazards
 Manual handling activities involving heavy, awkward or hard to reach loads.
 Equipment which has been poorly maintained, is used incorrectly, not suitable for the task.
 Slipping and tripping hazards such as wet or poorly maintained floors.
 Hazards associated with driving for work such as poorly maintained work vehicles.

Chemical hazards – chemical substances include cleaning, disinfecting, sterilising agents, medical gases, etc.
Every chemical must have a corresponding safety data sheet and these should be obtained from the manufacturer
or supplier. The safety data sheet and the product label will help you to identify any hazards and controls
associated with the use of the chemical.

Biological hazards – these include any viruses and bacteria that can cause infection, e.g. exposure to blood and
body fluids, exposure to airborne pathogens such as tuberculosis and legionnaires disease. The employer is
required to carry out a risk assessment to assess any risk to the health and safety of an employee from exposure to
a biological agent (actual or potential) at work.

Human factor hazards – people should be mentally and physically capable of doing their job.
The workplace, the work system, the organisation of work and the job should be designed so as to avoid
causing sustained stress. Workers should be protected from bullying, harassment and violence. Hazards associated
with dealing with service users with aggressive behaviour should be considered.
It is important to decide who might be harmed and how, consider the various categories of staff who may
be exposed, the service users and those who may not be in the workplace all the time, e.g. visitors, contractors,
8
cleaning staff, students, members of the public or people who share the workplace. Consider those who may be
more vulnerable such as pregnant women, people with different abilities or disabilities, new or inexperienced
workers, workers whose first language is not English. Consider lone workers, night workers and shift workers.

Step 2: Assessing risk

Risk is the likelihood, great or small, that someone will be harmed by the hazard, together with the severity of the
harm suffered.
In assessing risk you should estimate;
 how likely it is that a hazard will cause harm; how serious that harm is likely to be;
 how often and
 how many people are exposed;
 what control measures are already in place.
Consider what further controls may be necessary to prevent harm. You can also decide if any corrective
actions are especially urgent and prioritise them.
There are specific regulations relating to risk assessments for certain types of hazards at work, including
manual and patient handling risk assessments, hazardous chemicals, biological agents, display screen equipment
and carcinogens and risk assessments for pregnant employees. The HSA website has further information relating
to these areas.

Step 3: Controls
Employers may already have some safety measures in place, the risk assessment will tell whether these are
adequate. Employers are required to do all that is reasonably practicable to minimise the risk of injury. Consider
firstly if the hazard can be removed and if not consider what precautions are necessary to control the risk.

Record the findings

The risk assessments must be in writing and form part of the safety statement.
The safety statement and risk assessments may refer to specific procedures which are detailed in other
documents such as operating instructions for equipment, infection control manuals and patient risk assessments.
The employer can decide whether to combine these documents or whether it is more helpful to keep them
separately, which may be the case if the information should be readily accessible near the work activity. But the
employer must make sure employees are made aware of the risks and precautions and know how to access the
relevant health and safety information.

Review and Update

It must be ensured that risk assessments are kept up to date. Check the risk assessments and where
necessary, amend them. Consider incident reports and near misses when reviewing risk assessments.

Measuring Performance
Health and safety performance should be monitored and evaluated and compliance with legal
requirements must be ensured. There must be a good fit between what you say you do (policies, procedures,
safety statement, etc) and what you do in reality and there should be a review mechanism in place to ensure that
the good fit is maintained into the future. Measuring performance may include taking account of trends in
accidents and incidents, progress with compliance with training requirements, progress with implementation of
additional control measures identified through the risk assessment process, etc. Make sure you are continuously
improving and that the system for managing safety, health and welfare is effective.

Duties of Employers to People who are not in their Employment

Employers have responsibilities for the health and safety of people who do not work for them but may be
affected by their work place or work activities and there must be procedures in place to ensure their health and
safety. This may include service users, visitors, volunteers and contractors.
Examples of where people may be affected by the undertaking are;
 Unsafe premises causing injury or harm to a service user or other person such as a trip on an
uneven floor surface.
 Contractors not informed of the location of asbestos or fragile roof.

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Co-operation and Co-ordination with Contractors and Others
When employing a contractor (e.g. a building contractor) employers must make enquiries about the
contractor’s procedures including health and safety. Employers must assess the contractor’s safety statement or
their method statement with reference to the work to be carried out and check how the contractor will integrate
their safety arrangements with that of the healthcare facility.
Where two employers (including a contractor) share a workplace there must be co-operation and co-
ordination with regard to ensuring compliance with health and safety legislation. Relevant extracts of the safety
statement relating to hazards and risks must be exchanged so that employers and employees are aware of any risks
which may affect them.

Consultation with Employees

Employers must consult their employees with regard to safety, health and welfare at work and provide
them with certain information on these matters, including the results of risk assessments. Consultation on health
and safety matters between employers and employees helps to ensure co-operation in the prevention of accidents
and ill-health.
As part of the consultation process, employees have the right to select safety representative(s). The
employer must recognise the rights and entitlements of a safety representative.
Consultation arrangements may include a safety committee. Details must be included in the safety
statement including the name of the safety representative(s) and members of the safety committee if appointed.

Instruction, Training and Supervision

The employer must ensure that managers and employees have suitable instruction, training and
supervision in order to do the job safely. Induction should include the key elements of the safety statement, fire
and emergency procedures and health and safety related policies and procedures.
Job analysis and risk assessment should identify where specific training is required, such as skills
required for dealing with aggressive people, manual handling, etc. Employees’ understanding of the training
received should be assessed and training programs should be evaluated. Refresher training may be needed to
ensure that staff maintain their skills.

Exercises:
1-3. Enumerate the three (3) essential steps in Risk Management.
4-7. Hazards may be considered under the headings of____________, _____________, _____________ and
__________________________.
8-11. In assessing risk you should estimate;
12.On your own opinion, what is the the importance of practicing occupational health and safety procedures in
workplace.

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 Grade 12 – Hospital and Community Health Care
First Quarter
WEEK 3 – Activity No. 5

Activity Title: Implement and monitor infection control policies and procedures
Learning Target: Learners able to know how to prevent and manage Infections and infection transmission as far
as possible through the application of standard precaution practices
Objectives: Learn the importance of preventing and managing Infections and infection transmission as far as
possible through the application of standard precaution practices
References: www.utas.edu.au

Concept Notes
Functions and Delegations

Position Delegation/Task

Board of Directors Endorse Infection Control Policy.

Compliance with Infection Control Policy.
Promote and maintain workplace occupational health and safety.

Management Compliance with Infection Control Policy.

Establish and implement systems for infection control.
Ensure infection control policies and procedures are effectively implemented and adhered to.

Staff Compliance with Infection Control Policy

Risk Management

Risks of infection are regularly assessed, identified and managed.

Employees are trained in infection control practice, including relevant application of precautions to
minimise the risk of infection.
Mechanisms are in place for monitoring compliance with infection control procedures.

Policy Implementation

The organisation ensures effective implementation of infection control.

All staff have access to policies and procedures relating to infection control.

Tailored training is provided topersons with specific tasks where infection transmission is a risk.

Records of infection control activities are maintained, including infection control training undertaken,
information provided to clients and the use of personal protective equipment (PPE).

There are mechanisms for monitoring compliance with infection control.

1. Policy Detail

1.1 Infection Control Risk Management Plan

Once infection risks are identified,the organisation’s risk management program includes:

o eliminating the risk factors

o modifying or changing procedures, protocolsand work practices
o monitoring client and employee compliance withinfection control procedures
o providing information/education and trainingto clients and employees.

1.2 Infection Risk Assessment

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1.3 Education and Information

Education regarding infection prevention core principles is provided to all new staff and to existing staff annually.

Advice and information is provided to staff regarding new and emerging infectious disease threats and trends.

Advice and education related to infection prevention is routinely provided to clients.

1.4 Standard Precautions

Standard precautions are applied in all situations in which staff may have contact with blood / body fluids.

1.4.1 Hand Washing and Hand Care

Hand washing and hand care are considered the most important measures in infection control. Skin is a
natural defence against infection. Cuts and abrasions on exposed skin should be covered with a water resistant
dressing changed as often as necessary.

Hands must be washed and dried before and after any direct client contact and/or the removal of gloves.
Hands should be washed with a soap or cleaning agent covering all surfaces. Protective gloves must be worn
when handling blood and body substances.

1.4.2 Protective Barriers

Protective barriers (eye shields, gloves, gowns and masks) are to be used whenever there is a potential for
exposure to blood and body substances.

General purpose utility gloves should be worn for housekeeping tasks including: cleaning clinical
instrument and handling chemical disinfectants.

Utility gloves are to be discarded if they are peeled, torn or punctured or have other evidence of
deterioration.

1.4.3 Needles and Sharps

Special care must be taken to prevent injuries during procedures when cleaning sharp instruments,
and use or disposal of sharps (needles). Sharps must not be passed from one worker to another unless specifically
required for the proper conduct of the procedure.

Needles must not be removed from disposable syringes for disposal nor resheathed before disposal.
Where special circumstance require resheathing, it is preferable to use forceps or a protective guard.

Sharps containers should be placed as close as practical to the client care area, not easily accessible to
visitors and out of the reach of children. Containers should be clearly labelled with the biohazard symbol and
never overfilled.

1.4.4 Quarantining

Staff, Board members, students, volunteers and clients experiencing infectious conditions will be
requested to refrain from Cape Tisbe Ltd premises andactivities during the infectious period of the condition.

1.5 Response to Possible Infection

When potentially infected body fluids come into contact with an employee, Board member, student,
volunteer or client, steps are taken to decrease the impact of such contact, including first aid and assessment at a
medical service.

A supervisor must be notified of such incidents as soon as possible and an incident report form
completed.

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EXERCISES:
At this time of pandemic, how important is to implement and monitor infection control policies and procedures to
the health of all frontliners and people? (20pts.)

Grade 12 – Hospital and Community Health Care

First Quarter
WEEK 3 – Activity No. 6

Activity Title: Respond effectively to difficult/challenging behavior

Learning Target: Learners able to know how to respond effectively to difficult/challenging behavior.
Objectives: Learn the importance of practicing how to respond effectively to difficult/challenging behavior
References: https://mediscript.net/2018/08/28/how-to-deal-with-challenging-behavior-in-healthcare/

Concept Notes

Your job as a healthcare professional requires you to work closely with many different people each day.
Some of these people, including your patients, will display challenging behaviors. It’s essential that the healthcare
workers develop strategies on how to deal with challenging behaviors in healthcare settings. One very effective
way of learning strategies like these is to take an online course.

Healthcare workers sometimes have a great deal of conflict with a client or patient. This is one reason
why a client may be classified as “difficult”. Conflict is a part of interpersonal relationships. Therefore, you can
expect that there will be times of conflict with clients. Many reasons exist for this conflict. It can be caused by
misunderstanding, poor communication, differences in values or goals, personality clashes, and stress. Conflict is
more likely if you are caring for a client with difficult behaviors, such as dementia or Alzheimers disease.

Conflicts can be managed, however. You must remain calm. Try to put yourself in the other person’s
position. Use assertive communication. Dealing with difficult client behaviors is hard because our own emotions
get involved. It is hard to remain calm when we think we are being attacked.

Understand your own response to conflict

The first step to managing conflict is to identify your own response to conflict. How do you feel if
someone criticizes you? What do you do? Do you want to blame someone else? Do you get angry or defensive?

Be wary of the effects of labeling clients

By now you may have realized that there really isn’t such a thing as a “difficult” or “challening” client.
Instead, there are clients, people just like you and I, who, in difficult and stressful situations, may display difficult
behaviors. Labelling these persons as difficult clients creates lots of problems. When clients have been labelled as
“difficult”:

 They receive less time and attention from healthcare workers;

 Their care is rushed;
 Their individual needs are not met;
 They receive less support;
 They are criticized and disapproved of by healthcare workers.
 Clients are going to be labeled even though it causes problems. What can you do to avoid the problems
with labeling clients? Strategies include:
 Be aware of your beliefs and emotions.
 Be aware of the comfort or roughness in your gestures, touch, and facial expressions.
 Be aware of the space you keep between yourself and your clients.
 Listen to your own words and your tone of voice – how will it be interpreted? Be open to how your words
and actions impact your clients.
 Be aware that the label may not be accurate. There could be many reasons underlying the client’s actions.

Strategies for dealing with the different types of “challenging” clients

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 Clients may be labeled as difficult when they are withdrawn, silent, uncooperative, angry, hostile,
demanding, or complaining.

Angry, hostile clients

Healthcare workers are often easy targets for criticism and anger from clients. You are dealing with
people when they are feeling stressed, frustrated, and vulnerable. The client may be just looking to vent at
someone – anyone. The words can be a cover for how scared they really are. Feelings of frustration, threat
(anticipation of harm), conflict, and anxiety are all natural parts of the stress response.

Aggressive behavior or anger may also be the result of feeling out of control and powerless. Of course, it
could also be the person not respecting our right to courtesy and consideration!

The following techniques are useful when dealing with difficult client behaviors, especially when clients are
angry or hostile. Remember that all clients have the right to confidentiality, even those who behave poorly. Even
if you are upset and want to express your frustrations, you must still keep the client’s confidentiality.

 Use assertive communication techniques.
 Remain calm and in control. Do not allow yourself to get defensive.
 Be as caring as possible.
 Try to put yourself in the client’s position.
 Allow the other person to express his/her feelings and fears.
 Lower your voice. The other person has to calm down, or at least lower his/her voice just to hear you.
 Do not take the person’s behavior personally.

If the place where the argument takes occurs is inappropriate, try to get the person to follow you to a quiet
place. It may be more difficult to get the person to calm down if other people are present. However, if you are
concerned that the person may become physically aggressive, try to have other people around.

 Try to get the person to sit down. People are often more aggressive while standing.
 Ask for more information. “What do you mean by…?” “Tell me more about…” This will indicate that
you are really listening. (Make sure your tone is not accusing or defensive.)
 Stick to the facts and the situation, not emotions or personalities.
 Stay with the person. Do not reject him/her.
 Provide necessary information. Be prepared to repeat the information. People who are very upset often
will not hear what you are saying.
 Paraphrase (say in your own words) what the other person has been saying. This shows that you have
been listening.
 Be specific about what behavior (yelling, swearing, etc.) is causing the problem.
 Let the person know why the behavior is a problem and the consequences of the behavior (I can’t
understand what you are saying, I’m uncomfortable, I find it difficult to spend time with you, etc.).
 Request a change in behavior.
 State the benefits of the change in behavior or the negative effects associated with not changing.
 Sometimes, allowing clients some control over routines, such as when to bathe will reduce their stress
level. Decreasing the level of stress may reduce difficult behaviors.

Uncooperative clients
Healthcare workers may label a client as difficult when the client refuses to cooperate with the treatment plan.
The following suggestions can help:
 Tell the client the reasons for the planned care. Repeat the information whenever necessary.
 Provide education about what you are doing.
 Allow the client to be as involved in his/her care as possible.

Offer choices. “Would you prefer your bath this morning or just before you go to bed?” “Would you prefer
tomato soup or vegetable soup for lunch?” Although it may not always be possible to give the client a choice,
look for ways to involve the client in making decisions about care.
The client has autonomy. This means that the client has the right: a) to make decisions about his/her care; b) to
receive any information needed to make the decisions; and c) to refuse any and all treatments. You may not agree

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with the decisions that the client makes. You may not always believe that they are in the client’s best interests.
You must, however, respect the client’s wishes.

Dependent, demanding clients

 Some clients are clingy, dependent, and demanding. They may fear being left alone. They usually have
constant demands for the healthcare worker. Use these strategies to deal effectively with dependent and
demanding clients.
 Be as caring as possible.
 Set realistic limits on requests (especially if you are working in a busy agency where you are also caring
for other clients).
 When you leave the client’s room, tell the client when you will be returning. Make sure the time before
your return is not very long.
 Be sure to keep your promise. If you say you will be back in 30 minutes, make sure you are.
 Take some time to sit with the client and talk. This shows the client that he/she has your undivided
attention.
 Allow clients to express their feelings and fears.

Suspicious, complaining clients

Suspicious and complaining clients often ask many questions. They have many complaints about the care that
they are receiving. This is usually a sign of anxiety. The healthcare worker may feel that nothing will satisfy the
client. It usually does not help to try to reassure the person that everything is all right. Instead, use the following
strategies:

 Do not agree with the complaints, as in, “Yes, the care on the night shift is lacking.” This statement does
not help the client.
 Listen to the client and acknowledge the feelings being expressed. For example, “I understand that you
are very upset by the food.”
 Allow the client to make decisions about routines. This may increase the sense of control and decrease
anxiety.
 Always explain what you are about to do.
 Try to understand that the client may be stressed or scared.
 Do not avoid the client.

As a healthcare worker, you will sometimes be working with clients who display difficult behaviors. Rather
than label them as “difficult clients”, consider why they are acting the way they do. Use the strategies outlined
in this module to communicate with these clients and develop good relationships with them.

EXERCISES:

1. Think of an interaction with an angry client. Which of the techniques did you use? Which one would you
use next time?

2. How well would you do in a situation involving “difficult” clients?

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