Continuing Development

NQF level 5: BTEC Higher National — H1

HND Health and Social Care (Management & Care Practice)

In Course Completion of

Unit 4: Continuing Development A

Submitted this 7th of May 2010

Submitted to:
______

Submitted by:
______

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Contents

Answer to Question 1 – 1.1 3
References 15
Bibliography 15
Appendix 16
Appendix 17

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Answer to Question 1 – 1.1

The individual‟s values and principles are influential in their work performance in the field of
health care. Considering that this type of profession requires interaction with different kinds of
people, it is very important for the health workers to be aware of their own values. Many of the
health care professionals today disregard the importance of personal values, which is why most
of the concerns arising today are issues regarding fragmented and unsatisfactory care. Under the
benefits portion of the program pamphlet, The Janki Foundation for Global Health Care (2004, p.
3) states:

One of the keys to raising morale in healthcare today is to re-emphasise the importance of values in guiding
practice at all levels. There are some excellent values statements produced by health care bodies in the
field, but for values to be meaningful, they must be owned at a personal level, and then integrated into the
workplace.

Awareness of one‟s self contributes a lot in the person‟s improvement of qualities, social skills
and even in the chosen career. Honesty for instance not only makes an individual a better person
but it also helps open doors for improvement and gain the trust of other people. Equality or a fair
conduct can also aid health workers on their treatment with the clients especially those who have
special needs. Having good spiritual values guides a person‟s acceptance of other people‟s
religious belief and showing them respect. There may be a very huge scope in terms of the
different values and principles that workers may possess but it is possible to unite everyone.
Having a common organisational value can definitely bring the team into unity and differences
can be set aside. Depending on the type of values that a health worker holds – that is good or
bad, both can either positively or negatively contribute to the institution.

Basing from the situation given above, the manager will be faced with certain issues such as the
conflicting values and attitudes from the subordinates but with the help of making a common
organisational value all of the staff members can be brought into one movement. Some of the
common problems that the workers will be facing are miscommunication, misinterpretation and
conflict of ideas. All depends on how the manager solves the given crisis and how willing
his/her subordinates are to cooperate. Before the start of the goal implementation, moments for
personal awareness and getting-to-know may be done first and the manager itself should already
be aware of the potential problems that may arise and must have a plan ready to be enacted.

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My own personal belief is mainly about the importance of quality over quantity. In terms of
providing care in my clients when I was still a student nurse I always make sure that during the
nurse-client interaction every minute must be centred to the client‟s well being and not just
mainly on spending hours in order to ensure that their basic needs were being provided because
the whole aspect of the person must be considered. Beliefs are formed as the person lives its life,
everyday new beliefs can be formed or can be changed. What‟s important is that people must
respect each other‟s beliefs and must not impose their own to others.

Personally, base from my place of origin, my country is very rich with cultural values and is
known to have very close family ties. Filipinos treat each other like a family even within a group
of friends. That is why most of the Filipinos can create instant friends and are mostly labeled as
flexible people since we are able to blend in easily. During my clinical exposures I have been
bared to different types of people with different cultures including foreigners from our land but
there was never an instance where the said differences became an issue. Clients not coming
from my country who received my service as their student nurse were even thankful for the extra
care we student nurses gave to them and told us “there are no better nurses than Filipinos”.

Organisationally speaking, cultural values common in our team as a group of student nurses is
the holistic care. It is something that all of us tend to keep since we are aware on how care is not
being delivered in every aspect of the person because of issues such as work overload. Due to
the united goal that all of us had we were able to successfully supplement the missing portions of
care given by the nurse.

Answer to Question 1-1.3

The new priorities and legislation guides workers especially considering that the diversity of the
culture and ethnics of the area is becoming broader. It helps lessen the collision and tension
because one common rule is being laid down. The anti discrimination act preserves the rights of
those people having a different race, gender, physical disabilities and those which are placed
under vulnerability status due to the risk of identity exposure when undergoing a certain
treatment or care. As a care worker, the provision of such rules increases the responsibilities and
rights of the care giver to protect its clients from any discrimination. This law also gives

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knowledge to the workers regarding the rights that the people hold such as quality care and a fair
treatment. Whenever an individual is not informed with the rights that he/she possesses, the
carer is responsible for this and the involved person must not be left ignorant to his/her
privileges. United Kingdom is not the only country that is being protected by this type of law.
Other countries such as the United States also implemented the Civil Rights Act of 1991 which
supports the prohibition of discrimination (Sack 1998).

Whatever opinions or views, attitude, beliefs and anything that is different from the carer that a
client may possess must not be influential to the quality of care being given to the service user.
Professionalism doesn‟t require a qualified worker whether to like the recipient of care or not. It
may seem impossible to avoid conflicts and stick to being what a health provider calls us to be
but any negative feelings must be set aside for the client‟s sake. That is why every
communication technique has to be learned by heart because it helps a lot in dealing with people
and avoids any unnecessary tension that might serve as a barrier in the provision of care.


Soul Journey (2010) enumerated three different types of values which are believed to be
important since they play a role in maintaining harmony in life. These three values are:
universal, cultural, and personal. It was also stated that personal must be congruent to the
universal values in order to avoid conflict. From the citation given, it is therefore necessary that
before undergoing a change in the personal value an individual must be aware of the two values
first to check what must be changed, what must be developed and what must not be altered.

As I have looked through my personal values before I have seen a misalignment from my
universal value which is cooperation. Each person has their own difficulties in living by a
certain value especially when it‟s a universal one because we are personal (Soul Journey n.d.). I
do not think that it would be possible to have such alignment instantly but at least opening up to
the idea and learning slowly to be involved with it can help change things. I learned the
importance of cooperation through allowing myself to be exposed in such situations until I
finally accepted this value and incorporated it as my own. I also learned how to interact well
with other people and having the sense of unity not just by doing the things which are being set
by a team leader but by having a sense of responsibility whenever I am given a task. I found out

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that by learning one value other values are also discovered and the cycle can continue or will
keep on going only if an individual allows him/herself to be involved in it. Personal
development will always reflect on its career or professional growth. That is why it is very
crucial for care workers to be involved in every personal development programs and trainings or
even by giving one‟s self a rain check time to time. Self monitoring helps one to be aware of any
possibilities such as diversion from the main goal and main purpose, overshadowing effect of
other factors that jeopardizes one‟s career and zeroing of motivational factors which lead to
decreasing level of performance.

An individual must learn unique ways in order to continually develop one‟s personality and
avoidance of stagnation of energies by sticking to what has been learned must be done. In every
way there is always a possibility of learning and once the person has achieved a good level of
personal traits and values everything will mirror on the individual‟s career performance. In
everything that people do all starts from within and the rest will follow when self awareness is
already completed.

Word Count: 1,505 words

Answer to Question 2 - 2.1

Learning styles has already been introduced way back during my intermediate years. They
actually existed for a very long time but I wasn‟t conscious with them. It‟s a good thing that they
were introduced because knowing the different styles can surely help in developing one‟s
abilities and potentials. As for my own learning styles these are: solitary, logical, visual and
aural. What works best for me is the solitary: I prefer to understand and analyze things on my
own. Contrary to solitary is the social learning style, this explains why I cannot learn well with
the presence of other people. Brainstorming and group studies were never helpful to me that is
why I never used the social learning style, I found them ineffective and a waste of time.
Although I benefited much on my favourite knowledge acquiring technique, I still think that it
poses several disadvantages too. I am prone to information misconception and too much self
reliance made my learning restricted because chances for clarification and catching important
missed key words are slim due to my preference.

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When I was still studying associate in health science and education, the logical learning style
also aids a lot especially in understanding the disease processes of each disorder. It‟s impossible
to memorize everything and I figured out that comprehension through logical reasoning is much
more effective. Not only do I get to understand them better but the duration of my
comprehension is a lot longer compared to plain memorization. Visual and auditory learning
styles are common especially when instructors do their lectures and have their slides shown
through the projector. I think most of the students learn on both of these styles more often
compared to the other techniques which require more recognition and development.

The knowledge of the different learning styles in the health and social care field makes it easier
for workers to identify their client‟s preference of learning when there‟s a need for the care
provider to impart information. Aside from that advantage, the transferring of right details is
also ensured and digestions of new inputs are easily handled by the clients.


The justification of my personal development plan is explained here while the graph is shown in
the appendix [page 17-18]. The personal development plan being produced is based on my own
skills, abilities and the areas where improvement is needed together with its planned goal, actions
and outcomes. Normally, every plan must have content for the evaluation part but since they
were not yet implemented I opt to leave it blank. For the purposes of discussion, I‟d like to give
emphasis on the evaluation part of the plan. Evaluation is the portion where the planner can
implement on-the-spot modifications, draw conclusions, monitor progress and effectiveness of
the plan (Kozier et al. 2004). Its importance is equal to the rest of the sections included in the
table, each part play a major role towards the achievement of the goal. When one is to be
removed, it will be impossible for the whole process to be understood and even be implemented.
Before producing such plan, knowing each sections or parts and understanding them is
important.

The goals/objectives which I have set were based on the areas which improvement is needed or
the areas where I find as part of my weakness, being aware of these areas entails self assessment
first. The action plan section or the intervention which I intend to do were also based on my
objectives. Same goes with the outcomes section, this part explains the things that I expect to

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see after doing the interventions. One important consideration in order to have a consistent
personal development plan is through checking whether the mentioned parts of the plan were all
leading to one goal. Through this way, a plan doesn‟t stay as a “plan” but chances of reaping the
purpose out of producing it is high.

Answer to Question 2 - 2.3

Monitoring the progress of my personal developmental plan can help towards the success of the
whole improvement of the targeted weak areas in my duties as a health and social care giver. As
the plan becomes ongoing it is crucial to be mindful whether the actual situation is in accordance
to the plan, certain modifications can be made to the plan when necessary. Each goal being set
must be checked whether or not they were already met or whenever the termination of such goal
is necessary. When the goal was just partially met and requires further revision, the goal must
not be left hanging. Continuation of the goals can be done given that the action and the outcome
sections are reviewed thoroughly to prevent unsatisfactory results.

Progress monitoring can also be done by securing a separate time frame plan where it focuses on
the action plan and the time given. This is most especially helpful for beginners who are still
trying to get used to the idea of having to plan their goals. The more specific the plan is, the
more it becomes easy for the planner to trace the progress that the individual is experiencing.


My personal development plan was designed to help promote my skills and abilities as a health
care worker. All of its goals were directed to one purpose and that is to fully give out the best
services that clients must receive. In the context of health and social care, a client directed
approach is always the top priority of workers. Though this plan was labeled as “personal”
which meant that this was supposed to be for the welfare of the planner, once personal
development is attained the professional improvement comes next automatically. In my previous
answers I have already mentioned that everything starts from one‟s self and what shows within
will mirror the individual‟s career performance.

The development plans which I have designed were basically targeting the necessary values,
skills and abilities which a health and social care worker must possess. Learning how to

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effectively make a personal development plan is also a good opportunity for self improvement
and self awareness.



Professional relationship is generally followed to assist clients on the services they need but at
the same time putting boundaries or limitations. There have been issues today that there are
instances where professional turns into personal. To differentiate the two, Leekley (2010) listed
the comparison between the two relationships: (1) in a professional relationship clients pay for
the services that health workers give while no one gets to be paid for having a personal
relationship (2) the relationship between a health worker ends when the client doesn‟t need help
anymore, possibility of a lifetime relationship is present for personal (3) client-worker
relationship takes place in a health care setting, personal relationships can occur anywhere (4)
the health care worker is the only one responsible for maintaining a professional relationship
while both parties are responsible for personal (5) a special training is done for health workers in
taking part of the care for the involved clients, in personal relationships no such training is
required (6) the time spent for the care of clients depends on the type of care that is to be given,
partners in a personal relationship gets to choose the amount of time they want to have for each
other. In some instances, breaks on the rules for maintaining a professional relationship happen
because the health care worker is either not well acquainted to this or doesn‟t have a strong
holding ground for such rules.

Implementing professional boundaries helps both the client and the health worker to be in line
with the type of relationship that is only needed. On the College of Psychologists of Ontario
BULLETIN (1998 cited in College of Alberta Psychologists 2000), it was stated that
„[b]oundaries make the relationship professional, and safe for the client, and set the parameters
within which psychological services are delivered‟. Maintaining the right relationship required
also maintains adherence to professional ethics thus promoting respect and dignity of one‟s self.

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The models of care and support can help both in having good relationships with the colleagues
and also in clients. Empathy for one can help build a feeling of “someone who can relate” and
trust helps building rapport. It takes time for someone to trust a person but sincerity is all it takes
for it to develop. Consistency of words and actions in every situation allows people to see that
they can truly rely on you. In work, co-workers who trust you are assured that you will be able
to perform a duty very well when given a task or when collaboration of care is needed. Another
important factor is communication, when good techniques are followed communication can help
health workers and clients have a relationship that is helpful in each other‟s goals.

A group of health workers are entitled to support each other, it is important that each member of
the team are willing to cooperate. Asking or giving out support must not be viewed as something
that is ego damaging, it is also important to show the real intentions of a worker who is offering
support to a co-worker. When offering help or giving out help, words and actions must come
together.


As an individual in line with the field of health care, my responsibility in assisting other people
see their options and promoting their choice, encouraging their rights for self care and protection
is crucial. I consider this as my responsibility since I am aware of the rights they possess and I
believe that clients must not be left unaware of these. Giving information on the different
choices that clients can choose from including the advantages and disadvantages of each of those
options and allowing clients to decide for their own selves allows one to promote the individual‟s
choice. Clients are only to be assisted on the services that they need but the main goal must not
be left unsaid and that is to promote self reliance. Self reliance preserves the individual‟s
integrity and self worth. Protection by any means also prevents clients from abuse and injustice.
Individuals who needs a health worker‟s care must always be informed of their rights because
this gives them a sense of security.

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One common dilemma that professionals in health care face is the breaking of barriers of
professional relationship which was mentioned in my answer to question number one. This is
because it is difficult to give care while drawing a line between you and a client at the same time.
Sometimes the line becomes transparent and makes the health worker vulnerable to transforming
professional to personal. Before rendering services or even entering the world of health and
social care, one must first be oriented and be given with the necessary trainings so that he/she
will be fully equipped from the expected common dilemmas. Another problem is the over
reliance or dependence that the clients might possess after giving the services. The primary
responsibility of the carer is to give assistance but one must always remember that the type of
assistance that is given is not towards the dependence of the client but rather towards the client‟s
growth and self reliance. In any interaction, everyone must go into the introductory phase, this is
the part where the health worker explains its role to the client, the type of care that is to be given
and any additional information in which the client must know first beforehand (Kozier et al.
2004).

For those care especially when there is already intense interaction due to the length of time spent
by the health workers and the client, termination phase becomes harder for them to do. When
the termination phase is not successfully handled by the client, the care becomes ineffective
since they are more likely to seek assistance whenever they can sense failure of their ability to
become independent. One solution to this is to notify the clients as early as during the beginning
of the professional relationship. If necessary, constant reminder from the care workers can be
done so that the termination phase won‟t be viewed as impossible for the clients themselves.
Most of the times, clients think that health care workers are there to assist them for life and they
don‟t view it as something temporary because most of them are less empowered since they are
not yet aware of their own capabilities – well or unwell patients.


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During my studies in the A.H.S.E. program I have already experienced working in a team since
we are grouped according to the dates when we are given our clinical exposure. My personal
contribution was more on the success of each program that we do such as feeding and the
teaching programs for children studying in public schools. I gave out my full cooperation on
those activities and I know that my other team mates did their best too. I was not able to do
something special like the planning of the program but merely just by accepting the task and
fulfilling them is already a big part for the team‟s success.


My contribution to the team when I was still studying was mainly my full cooperation. As what
I have noticed, the effectiveness of the group always relies on each member‟s willingness to
cooperate too. Another team which I have been exposed to was the time after I joined the
medical transcription program. I was exposed to the actual job and we had a team, each of us
gets a chance to lead the group. The leader must ensure that all of the files being disseminated
must be done after a certain period of time; we call that turn-around-time. I got the chance to
become the team‟s leader and it wasn‟t that easy. Having a team leader makes the whole group
more efficient in their work because constant monitoring of the group members helps a lot in
ensuring the progress of the whole team.


Basing on the two roles which I have experienced which is being a team leader and a member
has different impacts and limits. First, being a member limits the person‟s ability to control the
progress of the team since there‟s already an acting team leader. Its impact is on the overall
success of the activity since each member plays a major role. Second, being a team leader limits
the ability to perform a greater amount of work since this might lead to overload on the part of
the leader. Its impact is on the unity of the whole group that is a good determinant of success in
each program that is going to be implemented.

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The barriers for team effectiveness were enumerated by Chananukul, J. et al (n.d.), they stated
that these are „ineffective communication, cultural differences, social loafing, group think,
organizational structure and resistance to change‟. Ineffective communication happens when a
person does not listen actively, is being judgmental, and does not apply the techniques of better
communication. Effects of this type of barrier to the team is very strong since it is impossible to
build and keep a good organisation or group when there is no proper channeling of ideas or
information. Cultural differences are also a big contributing factor either in the improvement of
the team or the other way around. Due to the cultural diversity present in United Kingdom,
issues regarding cultural disparity are common. Cultural differences can be set aside by putting
up a common goal that is designed not to favor a certain type of culture but to let everyone meet
in the middle point.

Social loafing as described by Cherry, K. (n.d.) is the attitude of an individual to exert less effort
whenever he/she belongs to a team. This barrier is common and usually left unrecognized by the
group members but is very visible to the team leader. Social loafing can be contagious since
whenever a person who is part of the team sees someone who is doing such barrier there is a
tendency that the rest of the members is also dragged down together with the member who is
displaying less effort towards the success of the whole group. The team leader is responsible for
the task delegation but before delegating such assignments it would be better to know well its
members first. Task must match the type of performance that the member is able to do,
evaluation of each member is very important because this is where their productivity can be
assessed. Group think is another factor that contributes much to the ineffectiveness of the team
but still relies on the type of members that one has. For those teams which has members who are
non-aggressive in terms of letting others know about their own ideas tend to group think. The
decision making of the entire member does not rely on the common thoughts of the group but
rather should be based on the amount of effectiveness it possesses. In order to avoid this barrier
it is important to impart to the whole team that ideas are welcome and each of the member must
be encouraged to have their own thoughts to share.

Organisational structure can also prevent a team to perform at its best especially when the
members have some objections towards the structure itself e.g. rules and regulations, power and

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etc. It is better to review how the team is being run including the reaction of the members
towards its own team. Impact of change is one factor that every people must know and must
understand. Change is not something that can be fully achieved in one day, people who are
resistant to this is not plainly over reacting but is expressing its own disappointments because of
adjustments. The members of the team must be informed before such change is to take place and
must know the advantages of why such change needs to be implemented. Concerns of the group
members must also be heard and a transition period may be allowed to give consideration on the
involved people.


For me to contribute well on the team, I would be happy to receive constructive criticisms so that
such weaknesses can still be improved. It is better to secure first my abilities and my weak
points before I can give out a contribution which I know would lead to something great for our
team. Every other members of the team must also be encouraged to do so too. Currently, I
perform well especially when it comes to cooperation and I do my tasks prudently and in a
timely manner. More self awareness and self development can help improvements on my own
qualities and the rest shall follow easily.


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References

Chananukul, J., Cvetkov, A., Greenbaum, B., Ilinykh, M. & Louie, R. (n.d.). Barriers to Team
Effectiveness [Online]. Available at: http://www.slideshare.net/EffectiveTeam/barriers-to-team-
effectiveness [accessed 27 April 2010]

Cherry, K. (n.d.). What Is Social Loafing? [Online]. Available at:
http://psychology.about.com/od/sindex/g/socialloafing.htm [accessed 27 April 2010]

College of Alberta Psychologists. 2000. Professional Boundaries in Health-Care Relationships
[Online]. Available at: http://www.cap.ab.ca/pdfs/profboundp1.pdf [accessed 27 April 2010]

Kozier, B., Erb, G., Berman A. & Snyder, S., 2004. Fundamentals of Nursing. 7th ed. New
Jersey: Pearson Education, Inc.

Leekley, L. 2010. Are Your Nursing Assistants in the Know About Professional Relationships?
[Online]. Available at: http://health.ezineseeker.com/are-your-nursing-assistants-in-the-know-
about-professional-relationships-505e10de07.html [accessed 27 April 2010]

Sack, S.M., 1998. The Working Woman’s Legal Survival Guide [Online]. Available at:
http://public.findlaw.com/bookshelf-working-woman/wmnchp6_a.html [accessed 25 April 2010]

The Janki Foundation for Global Health Care. 2004. Values in Healthcare: a Spiritual
Approach [Online]. Available at: http://www.rcpsych.ac.uk/pdf/JankiValue.pdf [accessed 25
April 2010]

The Soul Journey. 2010. Soul Perspectives On Values And Your Philosophy of Life [Online].
(Updated 26 February 2010) Available at: http://www.thesouljourney.com/sponline/values-
and-philosophy-of-life.shtml [accessed 26 April 2010]

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Bibliography

Dolye, O., Miller, S. & Mirza, F. 2009. Ethical Decision-Making in Social Work: Exploring
Personal and Professional Values. Journal of Social Work Values and Ethics, [Online]. 6 (1).
Available at: http://www.socialworker.com/jswve/content/view/113/67/ [accessed 27 April
2010]

Human Resources Institute, LLC. 2006. Identifying Core Project Values [Online]. Available at:
http://www.changeculture.com/Webpages/Values/Values.htm [accessed 25 April 2010]

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Appendix

Name: Cesar Ramon Causin
Student Number: 107579

Educational Strengths Areas for Plan for development Outcome Evaluation
qualification, development
Goals / Action
skills &
Objectives Plan
abilities
 A  Ability to  Improvement Short term: Short term: Short term:
graduate of a 2 handle of planning  Day to day  Secure a small  Activities for
year degree pressure. strategies. planning of notebook that will the whole
course  Open  Meeting activities. serve as a daily day were met
(A.H.S.E.). mindedness. planned  Maintenance planner. without delay
 A  Ability to goals on provision  Perform an end of care and proper
graduate of handle promptly. of care values. check regarding the prioritization.
Medical criticism  Performing  Zero hospital values being applied to  Positive
Transcription and view different acquired see any deviation. feedbacks
program. them as part communicati infections.  Wearing of protective from clients.
 Comput of learning. on Midterm: equipments when  Good state
er literate (MS  Have good techniques.  Application necessary. of health.
applications). interpersona  Observance of at least 10 Midterm: Midterm:

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 Ability l relation to various communicatio  Review the different  Improved
to provide skills. care values at n techniques a communication client-
health  Flexibi all times. day and techniques, check and worker
education as a lity in any  Safety determination find ways to improve relationship.
health care given precautions of areas the areas that need more  Goals met in
graduate and situation. in the health which need attention for a timely
render basic  Ability to care setting. improvement development. manner.
client care think based  Knowledge  Mid care  During the middle of Long term:
needs. upon good improvement checking with the care, checking of  Non-culture
judgment. with regards attainable the objectives and related
to people and goals and interventions are done hindrance to
its culture or time frame. to reduce care.
behaviour. Long term: ineffectiveness of the
 Improvements plan. Set realistic plans
in the and time frame.
interaction on Long term:
clients with  Perform a case study
different regarding
cultures. communicating with
people according to its
culture & behaviour.

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NQF level 5: BTEC Higher National — H1

HND Health and Social Care (Management & Care Practice)

In Course Completion of

Unit 1: Communicating in Health and Social Care Organisations

Submitted this 7th of May 2010

Submitted to:
_____________

Submitted by:
_______________

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Contents:

Answer to Question 1 - 1.1 4

20

References 20
References 21
Bibliography 22
Appendix A 23
Appendix A 24
Appendix B 25

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In the situation given above, it was clearly portrayed that the receptionist wasn‟t sensitive to the
needs of its client considering privacy, physical disability, language barrier and computer
illiteracy. Humanistic learning theory focuses on both cognitive and affective qualities. In this
theory, learning is on self development and achieving full potential; it is best when it is relevant
to the learner. In other words, autonomy and self-determination are important (Kozier et al.
2004, p.448). Considering the auditory impairment of the client and privacy needs, application
of the humanistic theory can be done through empathic approach. Language and technical
difficulties can be solved by imparting information and proper assistance. Through this way,
clients will feel more empowered and this would lead to self-reliance.

In behaviourist theory, it says that a person‟s behaviour (response) takes place after an
environmental interaction (stimulus). According to Bastable (2003, p.45 cited in Kozier et al.
2004) in the behaviourist school of thought, an act is called a response when it can be traced to
the effects of a stimulus. Behaviourists closely observe responses and then manipulate the
environment to bring about the intended change. Thus, to modify a person‟s attitude and
response, a behaviourist would either alter the stimulus condition in the environment or change
what happens after a response occurs. B.F. Skinner, an American psychologist, introduced the
reinforcement processes and this was regarded as the one responsible for shaping ones
behaviour. Therefore, a greater probability of response can be highly appreciated when a
positive reinforcement is being made. Since behaviourists rely purely on stimulus-behaviour
cycle, they are also more likely into trial and error. In relation to the given situation above,
application of this theory can be done through allowing enough time for the learning process of
the client considering its hearing difficulties and lack of English comprehension, providing an
opportunity by exposing the involved person to the indicated barrier which is the computer usage
and correct appraisal techniques when the desired learning outcome is being met.

Cognitive theory simply involves the thought processes. Since each person has different
developmental levels, it is therefore necessary to recognize this. Application of this theory
should be congruent to the readiness of the individual to learn and its intellectual level. Under

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this theory, Bloom (1956 cited in Kozier et al. 2004) has identified three domains or areas of
learning: cognitive, affective and psychomotor. These three are also known as the thinking,
feeling and skill domain. This is better understood by correlating the scenario given above.
When the receptionist chooses to assist the client with regards to his/her concerns, this involves
the psychomotor domain. Teaching and providing the necessary reasons why indicating your
presence by using the computer screen is necessary is in the cognitive domain. Helping the
client adjust to the modern technology, providing privacy and ease on the use of the English
language through other alternatives is in the affective domain.

Psychoanalytic theory according to Fodor and Gaynor (1950, p.148 cited in Shaffer and Johnson
2004) is in fact built up on the perception of the resistance exerted by the patient when we try to
make him conscious of his unconscious. The unconscious mind influences the person‟s
behaviour unconsciously since these emotions/feelings and experiences are being repressed.
Application of this theory involves observing the client‟s response in accordance to the different
defense mechanisms such as repression, reaction formation, denial, projection, displacement,
sublimation, regression and rationalization. Sensitive issues must also be put into consideration
as this can trigger certain reactions. Appropriate interpersonal communication must also be done
to effectively handle each behaviour and ensure a healthy client-worker relationship.


There are various communication techniques available that can be used such as listening, talking,
use of non verbal messages, understanding cultural differences, effective delivering of questions,
and understanding the cycle of communication. Before tackling the modes of communication, it
is better to cover first the foundation which is the communication process. There are four
components in this process: the sender, message, receiver and the response. Understanding each
of these areas is essential in order to have a continuous flow of communication. Application of
this communication technique allows social interaction thus making other levels of
communication techniques required in health and social work a lot easier since this is considered
to be the foundational structure. A graph of the communication process is provided in Appendix
B [page 24].

23

There are two modes of communication namely: verbal and nonverbal. Verbal communication is
largely conscious because people choose the words they use while nonverbal communication is
controlled less consciously because it tells others more about what a person is feeling than what
is actually said (Kozier et al. 2004, p.423-424). The application of these two modes is wide may
it be in the context of health and social care or not. It also serves as the primary source of
assessment, validation by checking the congruency of the two modes and helps in establishing
rapport.

Cultural differences varies so much that sometimes it‟s hard for the health and social workers to
identify the correct interpretation. This is where the importance of the two modes of
communication again comes in. Knowing the two aspects can help in the validation process
through asking the client in accordance to what the observant has seen. It is necessary to know
whether there has been a correct interpretation in order to avoid unnecessary confusions and
misunderstandings since trust acquisition is very vital.

Listening can be either be done actively or passively, that is why it is better to regard it as
attentive listening. On the topic of listening, Kozier et al. (2004, p.428) states that:
„[a]ttentive listening is listening actively, using all the senses, as opposed to listening passively with just the
ear. It is probably the most important technique to nursing and is basic to all other techniques‟.

Attentive listening is also considered to be part of the therapeutic communication and one of the
major purposes is for the well fair of the client since it conveys care and interest. To start a
conversation, talking is the easiest and the most convenient way to do it. In the field of health
and social care, talking must be done the right way by choosing the appropriate words.

There are seven considerations in choosing the right words to say or write and these are: pace
and intonation, simplicity, clarity and brevity, timing and relevance, adaptability, credibility and
humor (Kozier et al. 2004, p.423). All of these can aid in the interpersonal interaction between
clients and the health workers. Such interaction is needed in order to carry out the nursing
process and all other work related to health and social care. The type of question that is thought
to be an effective communication technique is called open-ended questions. This allows
exploration of more feelings and emotions and provides longer answers which promote

24

continuity of communication. Aside from the fact that this is considered to be a therapeutic
communication technique, this can also be used for assessment purposes.

The application of all the listed communication techniques mentioned above on the given
scenario can greatly affect and change the outcome of the interaction between the receptionist
and the client. In the situation given, the client felt that her concerns weren‟t of importance and
that the one who attended to her wasn‟t sensitive enough. If proper communication techniques
were used, the client‟s feelings would not have been jeopardized. More importantly, trust and
rapport could have been easily established.


There are several ways in which communication influences the individual‟s feelings. According
to Watson (1985 cited in Kozier et al. 2004, p.419), „[c]aring actions include communication,
positive regard, support, or physical interventions by the nurse‟. Through communication,
people can feel the sense of care though it still largely depends on the interpersonal attitudes that
one conveys. People can also feel their sense of worth when others regard them with respect
especially when their own ideas and opinions are accepted and not being judged since this shows
their uniqueness or their individuality. Since communication can either be helpful or not,
feelings brought to the people can also either be good or bad. Generally, barriers to
communication are the factors which can cause the person to feel terrible during an interaction.
These nontherapeutic responses could include stereotyping, agreeing/disagreeing, probing,
rejecting, and judgmental actions (Kozier et al. 2004, p.432).

Relating this to the scenario given, it was clearly shown that the communication barriers did
affect the emotions that might even change the outlook of the clients to him/herself. Self
confidence could also be at stake and the sense of independence lessened.

25


Dealing with inappropriate interpersonal communication between individuals impose a great
skill in managing people. Focusing is not only considered as a way to deal with inappropriate
behaviour but also one of the therapeutic communication techniques used to prevent
communication barriers. This helps in directing the topic to the topic with utmost importance.
Other concerns made by client must also be heard although the health workers must be able to
identify the meat of the idea or feeling (Kozier et al. 2004, p.431).

Listening, as what I have said earlier, is more actively done when there is attentive listening.
This serves as the basic starting ground and covers both verbal and nonverbal cues, both of
which must also display congruency. To be an effective listener the speaker‟s whole message
must be heard first and must not be interrupted. The listener‟s personal biases must not be taken
into consideration and must respond the right way to prevent premature closure of the
communication and misinterpretation.

Trying to see the client‟s point of view can be achieved through attentive listening. Responding
to the person‟s opinion should be done with respect and the listener‟s own views or beliefs
should not be imposed on the part of the sender of the message since each person has its own
ideas. Another way to deal with inappropriate interpersonal communication is through empathy.
Kozier (2004, p.421) defined empathy as „[a]n expression of understanding of “how it is for the
client” who is distressed, suffering, or sad‟. An empathic approach can help lessen the tension
because there is a sense of understanding being delivered by the listener and this may lead to
other doors such as compromising. Empathy is also included as one of the communication
strategies for providing comfort. More of these strategies are being enumerated together with its
description and examples in Appendix A [page 22-23].

Gately and Gately, F. Jr. (2001, p.42) gave out three developmental stages in the coteaching
process and these are as follows: the beginning stage, the compromise stage, and the
collaborative stage. Similarly, interpersonal communication can also be viewed like this. In the
beginning stage, this is where the interaction starts and the turnout of events can be determined

26

on how well the contact went through. Considering that a barrier took place, compromising can
be used in order to allow the give and take process to happen. Extra understanding can be given
by the listener to the client and in return trust is being acquired thus permitting the collaborative
stage to happen which covers a higher level of relationship.

Taking breaks or time-outs may also be used especially when the situation is already becoming
intense. This buys more time for both parties to cool things down and start thinking clearly.
Time outs are done not to completely abandon the ongoing communication but only to make a
temporary pause. A conversation and interaction being started by a health worker must always
be finished and never be left hanging.

It is never helpful in dealing with inappropriate interpersonal communication by pointing out
fingers. Setting general examples are more likely acceptable than stating other people‟s mistake.
If this is done the other way around the person involved may perceive this as a judgmental act.


People with specific communication needs are those who have language and sensory deficits,
cognitive impairments, structural deficits and paralysis (Kozier et al. 2004, p.438). In general,
the SOLER technique by Egan (1986) is used by care workers and it helps clients to feel safe and
to trust the care-giver, and assists in effective communication. Each letter from the acronym
SOLER stands for: sit squarely in relation to the patient, open position, lean slightly towards the
patient, eye contact, and relax. This technique may be used for those people with or without
special needs and are important factors that could influence good interaction.

There are several techniques and strategies that can be used depending on the type of
communication impairments they have. Each intervention has to be modified according to the
severity of the impairment. As for those who have problems in hearing, British Sign Language
or BSL has been introduced and finally accepted by the UK government as an official minority
language in 2003. This has led to increased funding for the needs of deaf people (British-sign
2010). Considering the growing need of support of this type of remedy, they are indeed helpful

27

to the deaf community. Though there is a clear indication that sign language is universal, still it
may differ in each place of origin. It must also be kept in mind that not only those with hearing
impairments are also learning this type of language but including those who interact with the
deaf people e.g. relatives and care givers.

Another type of technique that can also be taught for those with or without learning a difficulty is
the Makaton. „[m]akaton is much simpler and uses common vocabulary. Unlike BLS, it uses
speech as well as actions and symbols (Signed Language 2010). This technique is very much
helpful for those with learning difficulties such as cognitive impairment, structural deficits, and
paralysis. This primarily aids those who have some ability to communicate but unfortunately
limited.

The Deaf Direct (n.d.) states that:

„Deaf blind interpreters uses a variety of methods including BSL, hands on signing, the manual alphabet,
block alphabet and speech to Braille depending on the communication needs of the Deaf blind individual‟.

Since this involves two impairments in one body, interventions must consider both areas. A deaf
blind individual requires greater needs than a person who is impaired on either of the two areas
only. For blind people, One method is being used and that is reading and writing through braille.
In this case, individuals are totally dependent of their sense of touch.

Lipspeakers make an interaction through their mouth, gestures and facial expressions without
making any sound. Lipspeakers must also ensure the clarity of the message being relayed
without over emphasizing them. This is also one way of supporting communication with a deaf
client. „[s]peech-to-text reporters (STTR) also known as a "captioner", listens to what is being
said and inputs it, word for word, onto an electronic shorthand keyboard‟ (Wikipedia 2009).
This technique is considered to be the fastest way to convey information to those with auditory
impairments. Note takers can be divided into two: manual and electronic. Both of these types of
note takers aid the deaf especially students who are going for college. This allows better
understanding and reviews can be made. The note taking takes place right during the event.

28

Application of these various methods from the given situation can help in bridging gaps in terms
of the communication between the receptionist and the client.


In every working area, confidentiality issues play a major role in maintaining good
communication and must be observed in order to protect the client and abide on legal matters. If
a person decides to have a long-term maintenance attraction, trust must be preserved. This is
very vital especially for health workers whose aim is primarily to protect the information that the
subject or the client relates. As for the workers and the employer, whenever a concern is being
raised by the worker, every effort must be done in order to prevent disclosure of information.
Confidentiality is always present in every policy.

Consent as a work place policy is given since this is an act of asking permission. This reserves
the rights of an employee to an employer. For reasons such as continuity of care, an informed
consent is being done to the client and through this way good communication is being practiced.
Equal opportunities must also be set in a working area especially when the workers consist of
different races. A person who is flexible can handle any type of working environment.
Flexibility allows the person to adapt well in any given situation. Furthermore, this serves as a
starting point for good working relationships and eventually allowing good communication
strategy. Performance management policy is designed to monitor the quality of the employee‟s
work. Time to time assessment on performance must be done and appropriate feedbacks are
being given. This is to allow growth on the employees and opportunities for recognition.

Disciplinary policy contains procedures that are always set according to the rules and regulations
placed in the working area. These are necessary as it can help control or minimize disobedience
thus promoting order. Under this policy includes several forms of disciplinary actions, these are
counseling, suspensions and dismissals (The University of Alabama – Human Resource Policy
Manual 2001). Counseling policy is done as part of the disciplinary action. The employer uses
this in order to explore and identify the cause of the problem which is considered to be less grave
in nature. When all efforts are made but disciplinary measures failed to control the act of an

29

employee then termination will be done. Dismissal is the act of termination of an employee from
an employer but with certain rules and procedures being set by the policy itself, this protects the
employees from unjust termination.

Certain policies and procedures are being followed in order to have a good practice in
communication. Harassments and other maltreatments in a work place are not tolerable and
must be reported to the responsible personnel so that certain action can be done. Discrimination
must not be welcomed since this can hinder good interpersonal relation among the workers and
can deter effective communication. The above mentioned inequity can be cured or even be
avoided by applying the grievance and bullying policy.

Paternity and maternity leaves are also a reserved right coming from the workers and to allow
parental bonding to the child. In most cases, days of allowable leave for fathers are shorter
compared to the mothers. Similar to paternity and maternity leaves, adoption policy is given for
those parents who decide to have a child legally. Adoption policy has two different types, with
pay or without pay. For those who are employed by the Civil Service for less than 26 weeks they
are not entitled to have a leave with pay. This policy is only applicable for Office of Fair
Trading (OFT) and certain eligibilities are being set.

“Whistleblowing encourages and enables employees to raise serious concerns within the Council
rather than overlooking a problem or 'blowing the whistle' outside” (Lancashire County Council
2010). Such policy welcomes concerns, gives protection and ensures response. A complaint is
described as something that is being expressed by the complainant regarding his/her discontent
of a certain service. „A complaint is not an initial request for service to be delivered‟ (Tameside
2010). Whenever complaints are being filed, due response must be expected.

According to the University of Leeds – Human Resources (n.d):

Compassionate leave policy is intended to anticipate the provisions on „Leave for Family and Domestic
Reasons‟ in the new Employment Relations Bill (1999). The draft Bill specifies that employees should be
entitled to a „reasonable amount of time off during working hours‟.

30

The amount of time to be granted depends on the institution including the number of days that
will be paid. In order to file under this type of leave, the seriousness of the situation and the
necessity will be examined.

All of the mentioned workplace strategies, policies, and procedures can be done directly or
indirectly. Direct approach can be through meetings while indirect approach can be done
through SMS, emails, memos, and letters.



There are several methods of communication available to be used today. According to Beckham
and King (n.d) these includes: „face-to-face conversations, meetings, telephones in offices, cars
and airplanes, memos, letters, telegraphs, electronic mail and fax messages, media methods such
as newspapers, television...‟ To further categorize the methods mentioned above, they can be
grouped into two: electronic and manual methods. Since several choices are available, these two
authors also enumerated three things to keep in mind in selecting a method to be used. First is
the importance of the message, second is the effectiveness and third is the kind of feedback that
is desired.

All of the methods are influenced by factors namely individual values, culture and ability. All of
these factors can lead to miscommunication. Values are viewed as the ability of a person to
perceive which is right or wrong. Values can be influential if for instance: a supervisor decides
to meet all of his subordinates for minor concerns because he/she believes that by doing so, it is
less impersonal. Cases like this could have been handled by passing a memo and the
supervisor‟s co-workers might question him/her for such poor use of communication method
since meetings can consume time and effort on the part of the employees.

Another factor is culture; this is mainly built by the place in which a person grew up. If for
example a person has been acquainted in a place where there are heavy socioeconomic issues,

31

this individual is most likely to possess a frugal trait. This person might be very thrifty in
managing the finances of the organization thus instead of using manual methods of relaying
information such as letters and memos, he/she might prefer electronic mails even with the
knowledge (for example) that not all of his employees have internet access.

An individual‟s ability can also affect the methods of communication. Today, it is very important
to know how to use the modern equipments but we cannot deny that there are people who are
still ignorant to these. If a general manager who has been in place for several years and never
bothered to learn the basics of computer, internet and other electronic devices might not want to
relay notice through emails despite the fact that his/her employees find electronic mails to be
much convenient compared to manual letters. Surprisingly, physical attributes, state of mind and
stress level can also affect the person‟s ability to face the members of the organization during
meetings because they either get distracted or paranoid on the thoughts of its coworkers.


Legislation charters for communication are generally for the purpose of protecting the rights of
those who have impairments that serves as a hindrance for them to converse well. Since research
has already proved the vulnerability of this group of people, efforts have been made in order to
give services and protection. From the situation cited above, there was a clear evidence of
disregard on this right. The employer wasn‟t able to provide enough orientation and training to
the attendant since the receptionist did not resort to other means of communication in order to
properly entertain the client who is slightly deaf. Another reason that made the actions of the
help desk employee unacceptable was its inability to provide extra time and attention to the
client.


The importance of legislation and codes of practice in terms of data recording and relaying of
information has long been seen as a helpful tool in protecting the involved people in health care
especially the clients from any harm or abuse. This serves as a guide for the workers to be aware

32

of their duties and responsibilities as a health care provider especially in terms of handling
information coming from other people. It also provides a working knowledge on how to access,
review, evaluate and make use of the gathered data for research purposes while ensuring the
confidentiality of the individuals involved. For the sake of continuity of care, endorsements of
important data must also be done.


The organisational systems policies in relation to good practice in communication ensured the
rights of both parties, effectively maintained a healthy client-worker relationship and has proved
to provide order especially in dealing complaints or comments. Those people with
communication needs have also been provided with the services despite their disability due to the
policies that has been set, therefore, preserving their dignity and meeting their rights as citizens
of the country. The outcome is generally seen on the operating institutions today, because of
these policies every procedure has been made to become organized.


There are several ways to improve the communication systems today. What is very important is
that communication must be individualized. Before using a certain system of communication,
the capability of the receiver to decode the message well must be known. „[t]he goal of any form
of communication is to promote complete understanding of a message. But breakdowns in
communication can occur at any step in the process‟ Wikipedia (cited in Answers, 2010). The
success of every communication relies on the sender and receiver of the message.

In any setting, listening is crucial in order to understand the whole message very well. In a care
setting, this can be applied by ensuring that the environment is very well conducive for
interaction and that the mode of information transfer is suitable enough. On the given situation
above, the receptionist failed to do this and even did not consider the communication needs of
the client. Sometimes there are uncontrollable factors that can contribute to miscommunication
such as language barriers. That is why first hand information recipients must have the necessary

33

knowledge on how to find alternatives to promote understanding. Relating to the scenario,
again, the employee failed on this part because of the inability to provide options.

In cases of referrals, any information being received must also be reviewed by the second and
first hand recipient. This is to clarify any confusion and avoid wrong data entry. Whenever
necessary, questions must be raised as soon as possible. Seminars for employees and monitoring
of miscommunication cases can also be done and further studies be made in order to determine
the unidentified barriers to communication. When awareness has been established proper
solutions can be planned and put into action thus preventing repetition of mistakes.


There is a presence of proper communication when non-verbal cues are also included during an
interaction. This includes expression of feelings and showing emotions according to what the
message is all about. Incongruence between the verbal and non-verbal communication can be
mind boggling. It can also lessen the credibility of the sender of the message. Building rapport
before hand is also helpful since this eases the rest of the communication. It is undeniable that
there are uncomfortable feelings whenever a person starts to converse to a stranger. More
importantly, rapport can lead to trust. When a person gains an individual‟s trust there is more
opportunities for long term worker-client relationship and a more effective care can be made.

A non-judgmental response also shows proper use of the communication techniques including
maintaining confidentiality on issues tackled between the client and the health care provider.
Keeping a state of open mindedness also helps prevent biases. The recipient of the information
must put in mind that each person has his/her own ideas and must be respected in any way.
Lending an ear to a client and identifying its point of view is essential and must not be taken for
granted. There are so many ways to demonstrate how to appropriately communicate with other
people. In general, following the SOLER technique by Egan (1986) applies to all forms of
communication including those with special needs.


34


Whenever a client goes to an institution for the first time, all of the basic information are being
encoded and stored in the system. If secondary check-ups are being required by his/her care
provider, retrieval of previous record will be done since this can aid for the continuity of care.
This is when the IT solutions become very useful. Compared to manual procedures, it takes
time, effort and the confidentiality issues are at stake since handling restrictions are not that
rigid. There‟s also the probability of loosing or damage of important sheets which contains
information and this is considered detrimental to the client‟s care since all interventions given
must also depend on the individual‟s health status monitored by the health care provider.

Legal issues can also be solved by the use of IT in health care. All information being stored can
be used as supporting evidence and can either protect the health provider/worker or the client
itself for any breach of law. The modern means can also help relay important reminders or
notice to the workers involved and assist in delivering meetings such as the MS PowerPoint or
MS Live Meeting.

Other purposes such as diagnostics, laboratory, and medication delivery are also being
influenced by the IT software. Generally speaking, its application mainly is for the welfare of
client and provision of quality care.


Benefits to the modern solutions are endless that is why they are widely used and more creators
are even finding ways to solve other problems in health care. The list of beneficiaries includes
the health care providers, clients, administration, quality assurance team, finance department, the
researchers, and the third party sectors.

As for the service users, referring to the clients, through IT solutions they can receive utmost safe
care, secured billings including time to time update and confidentiality is sustained. Medication
stocks are also readily available since they are monitored electronically, this can greatly help

35

especially during emergency cases. Accuracy of records is ensured and the medical equipments
are up-to-date.


Health care providers can benefit through the lesser effort and time it saves, assistance from the
complexity of care e.g. point-of-care diagnostics, prevention of chances of error e.g. medications
and the quality of care given. The administrative department is facilitated by the ease of storing
basic information regarding the client and managing personnel through the system. While the
both the quality assurance team and the researchers relies on the information being stored already
since through that way they can monitor progress, changes and even new problems arising. The
finance department can monitor and update the client‟s bill easily because of the built in program
installed and the third party sectors can monitor the client‟s charges and retrieve this for reasons
such as reimbursement or hospital coverage. Every item that is being used by the client is being
recorded in the computer and with the help of IT this is can be accessed by the finance
department in order for the bill to be summed up. This department is also responsible for the
distribution of pay rolls. Standard payment and professional fee or charges according to the
procedure being performed by the health care provider is being credited automatically in the
computer. The medical devices are also being powered up by today‟s technology and they
provide better ways to provide accurate diagnostic results, improved equipment performance and
assistance to hands-on care givers leading to a better and more efficient care by the health
workers.


With every advantage comes the disadvantage, the negative health effects in using IT can be
prevented by following proper posture and reducing the amount of stress both in the muscles of
the eyes and the muscles of the other body parts involved such as the arms and back. Repetitive
strain injury have been found to affect people who are having long working hours in front of a
computer. These disorders were used to be found in office workers, telecommunication
operators, transcriptionists, and for those who work heavily on computers only. After the

36

invasion of IT in the medical field health workers were now also affected because all of the data
entries are now being done through computers, this makes health care personnel one of the major
heavy users of computer. Data encoding can go several hours especially in a very busy
institution and since all information are required to be entered directly to prevent unnecessary
disregard of new data, health workers are tempted to do everything in one sitting. Breaks are
ignored or being procrastinated because of other duties which are left to attend to and then finally
the day ends without having been able to rest even just for a short period of time. Power naps
have long been proven to be more helpful compared to long hours of sleep. „People who
regularly take mid-day naps experience decrease in drowsiness. Research has also shown that it
increases your level of alertness during the day and reduces stress‟ (Syd 2007).

When planning to stay in a computer for several hours or when duty says so, awareness of the
time spent in front of the computer is important including the time wherein breaks should be
done. Proper posture must also be observed by choosing a comfortable chair that supports the
back portion of the body well and a desk high enough for the hands to reach. Touch typing must
also be learned since this speed up the typing, saves time and helps lessens hand and arm
discomfort. If copying entries coming from a paper to the computer, the paper must be placed
parallel to the computer where the eyes can gain easy access to the original source.

Word Count: 943 words

37

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sign.co.uk/what_sign.php [accessed 22 April 2010]

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40

Appendix A

Communication Strategies for Providing Comfort
Characteristic Description Examples of Nurses
Response
Empathy An expression of “I hear how this is for you.”
understanding oh “how it is “I understand how hard this is
for the client” who is for you.”
distressed, suffering, or sad. “Your feelings are very
normal in this situation.”
Positive Talk Nurse has a positive impact by “You are doing really well;
keeping the client informed, this is a very difficult
encouraged, or coached. procedure.”
“Taking these steps is hard,
but you are improving. Good
work!”
“Most families in this situation
have these types of feelings
and thoughts.”
Therapeutic Touch The nurse, when appropriate, “How about if I hold your
maintains physical contact hand during this procedure.”
with the client, and reassures “I am just going to rub your
and comforts the client. shoulder for a minute until the
pain medication starts to
work.”
Competent physical and The nurse‟s level of “This will just take a second
technical skills professionalism and efficiency with a little pin prick to start
decreases the anxiety and this IV. You have excellent
promotes comfort. veins.”
“We do this procedure
frequently. Do you have any

41

questions we haven‟t
answered yet?”
Vigilance The client trust that the nurse “I am back to check on how
is involved in his/her care. you are doing.”
“I will not be gone for more
than 30 minutes and if you
need me before, use the call
light and I will come. Does 30
minutes sound doable to you?”

(Kozier et al. 2004, p. 421)

42

Appendix B

Sender
Message
Encode
Encode

Message Decode
Decode

(Kozier, B. et al. 2004, p. 422)

43

IRISH MEOLYN E. TURNO
Phone: +639393735192 Zone – 1 San Roque Street
Email: irishmeolynturno@yahoo.com Bayabas, CDOC 9000

Personal Data:

Age: 23 years old
Sex: Female
Date of Birth: February 28, 1987
Place of Birth: Cagayan de Oro City
Nationality: Filipino
Education:

 Bachelor of Science in Nursing (BSN)
Xavier University Ateneo de Cagayan
Cagayan de Oro City
March 15, 2008

 Associate in Health Science Education (AHSE)
Cagayan de Oro City
March 18, 2006

Organizations:
 Philippine Nurses Association (PNA)
Manila, Philippines
License:

 Registered Nurse in the Philippines
License Number: 0554073
Work Experience:
 RX Secure, Inc.
Medical Transcriptionist
Cagayan de Oro City
March to April 2009

 MT Gateway
General Transcriptionist

44

Cagayan de Oro City
May to October 2009

 Garmones Marketing and General Services
Data Encoder
Kauswagan, Cagayan de Oro City
October 1, 2009 to April 5, 2010
Clinical Rotations:
 Bukidnon Provincial Hospital of Maramag
D.R., O.R., E.R.
Student Nurse
Maramag, Bukidnon
May 2008

 Oro Doctors General Hospital
D.R., Medical – Surgical Unit
Student Nurse
Cagayan de Oro City
November 2007 – March 2008

 Xavier University Community Health Care Center
E.R., O.R., OPD, Medical – Surgical Unit
Student Nurse
Cagayan de Oro City
September – October 2007

 Madonna and Child Hospital
O.R., P.A.C.U., Pediatric and Maternal Unit
Student Nurse
Cagayan de Oro City
June – August 2007

 Maria Reyna Hospital
Medical – Surgical Unit
Student Nurse
Cagayan de Oro City
November 2006 – March 2007

 Northern Mindanao Medical Center
E.R., O.R., D.R., Orthopedic Unit
Cagayan de Oro City
September – October 2006

 J.R. Borja Hospital
D.R.

45

Student Nurse
Cagayan de Oro City
July – August 2006
Training:
 Medical Transcription
Informatics Computer Institute, Philippines
Cagayan de Oro City
April 17, 2009

Seminars Attended:

 “In Hell? Ex-HAIL...”: A Seminar on Acute and Chronic Respiratory Failure.
Xavier University BSN Integrated Seminar
February 15, 2008

 “D.O.T.S. the way TB free”: A Seminar on Directly Observed Treatment Short-
course.
February 8, 2008

 “The Renal Affair: Betray Me Not My Kidneys”: A Seminar on Renal Failure.
February 1, 2008

 “Mommy I Am Sick”: A Seminar on Integrated Management of Childhood
Illness.
January 25, 2008

 “C.A.U.T.I.O.N.: SMOOTH CRIMINAL, is it in you?”: A Seminar on
Oncology: Cancer Nursing.
January 11, 2008

 “A light in the Pit of Darkness”: A Seminar on Invasive Pneumococcal Disease.
January 4, 2008

 “Enough! I Can‟t Take This Anymore”: A Seminar on Violence Against Women
and Children.
December 21, 2007

 “Feels Like Heaven, Burns Like Hell”: A Seminar On Drug Addiction, Substance
Abuse, and the Importance of Dual Diagnosis.
46

December 14, 2007

 “A Deceitful Heart”: A Seminar on Congestive Heart Failure.
December 7, 2007

 Red Cross – Basic Life Support Training
December 4, 2006

Skills:
 Basic computer applications (MS Word, Excel, Powerpoint)
Character Reference:
 Adona M. Corpuz
Pharmacist II
King Khalid National Guard Jeddah
+639084124868

 Phyllis Marie B. Jimenez
Proprietor
ROPHYKA Marketing
Cagayan de Oro City
+639177064160

 Carla F. Medrano
Medical/General Transcriptionist
MT Gateway
Cagayan de Oro City
+639214055448

Note:
On my attached works please be aware that I chose to put a blank line rather than
disclosing the information of my previous client and its instructor.

47

Continuing Development

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