Diploma of Practice Management

Diploma of Practice Management

Assessment 32826/02- Working with diversity

1. Background/ Overview

Medical administration workers need to be aware of their own perspectives and biases when working with a diverse range of clients.

2. Brief

In this assessment you will apply your understandings of working with diversity in the following contexts:

  1. Reflecting on your own perspectives
  2. Analysing a scenario between a receptionist at CareShore and a client
  3. Identifying strategies which promote  effective communication between clients and staff at CareShore
  4. Matching key vocabulary with their definitions

This assessment is split into four parts:

Part A 8 short answer questions
Part B

Part C

Part D

2 short scripts and 2 short answer questions

2 short answer questions

Word match

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3. Assessment Tasks

Part A – Reflecting on your own perspectives

A medical administration worker needs to be aware of their own perspectives and biases when working with clients. Imagine you are the worker alongside Serena at CareShore Medical Practice in the scenario below:

Remember that a bias is a predisposition, a prejudice, or a preference; and a cultural perspective is the way that individuals are shaped by their environments as well as social and cultural factors (including nationality, race and gender). E1155-Diploma of Practice Management

Cowan identifies as an Indigenous Australian. He has a wife and five children. He is new to the area and has just started attending CareShore Medical Practice. Serena, a medical receptionist has handed Cowan a “New Patient Information Sheet” for him and his wife to fill in and sign. Serena provides the following instructions –

“Each question needs to be answered, in block lettering, and your address must be the same as the one you have provided to Medicare.”

Cowan looked at Serena with confusion on his face, but as she was looking at the New Patient Information Sheet, she didn’t notice. Serena stepped into the back room to get more stationery to refill areas that were low in stock. As she stepped in she motioned that you follow. Then she said in a whisper…..

“They’re so used to getting everything for nothing. They get free funding for all sorts of things, and they even get cheap home loans.”

“What sort of things do they get free funding for?” you enquire. Diploma of Practice Management

“You name it. They get it! Our government is throwing billions of dollars into Aboriginal health care, and these people sit there getting drunk every day.” She paused, and then continued. “I have to pay full dollar for everything my family needs, and their families are getting billions of dollars of free care. Not that it’ll do any good, as they just continue to smoke and drink all day every day.”

Serena attends the reception desk again, and Cowan brings up his partially completed form. “I hope this is enough,” he says unconfidently.

“Oh …” says Serena. “All questions must be answered.”

“My English is not very good,” Cowan says. “I speak broken English, but I dunno know how to write well.”

Serena starts to read out the question from the list, and as Cowan answers, she writes down the response. Cowan looks around the room with a discomfort.

“Don’t worry” Serena says, “It’s just government regulations. We must have certain information on file.

Question 1: Reflect on your own perspectives and biases and identify three actions you could take so that your perspectives and biases do not block your social awareness and thus limit your ability to work with people from diverse backgrounds.
Answer the following 8 short-answer questions below. Your written answers should be approximately 40-100 words (+/-10%) per question. Ensure you acknowledge and cite your sources accordingly. This is important whether you use your own words or another writer’s. You can review the Academic Referencing Guide in your student handbook.

Question 2: Identify two areas in which you could improve your self-awareness. How might these areas   influence the way that you would engage with Cowan? E1155-Diploma of Practice Management

Question 3: Reflect on your own culture, (including community attitudes, language, policies and structures). Explain two ways in which your cultural practices impact upon your work, your personal life and others outside of your culture.

Question 4: Reflect on the diverse communities that make up Australian society today. What do you see as some of the key influences and changing practices in Australia?

Question 5: What are the main characteristics of the following key areas of diversity?

  • Culture, race, ethnicity
  • Disability
  • Religious or spiritual beliefs
  • Gender, including transgender
  • Sexual orientation
  • Intersex
  • Generational

Question 6: Choose 3 areas of diversity in Australia and explain how these impact different areas of work and life in the following contexts:

  • Political
  • Social
  • Economic
  • Cultural

Question 7: How does your culture, western systems and structures impact Aboriginal and/ or Torres Strait Islander people and their engagement with health services?

Question 8: How would the following legal and ethical considerations impact Serena’s work, (the medical receptionist at CareShore), and what would be the consequences of breaches in these areas?

  • Discrimination (including age, disability, racial, sex)
  • Human rights (including the Universal declaration of human rights)

Part B – Responding to diversity

Remember that a value is to consider (someone or something) to be important or beneficial; have a high opinion of; and respect is to have due regard for someone’s feelings, wishes or rights. Diploma of Practice Management

Answer the following 4 short-answer questions below. Your written answers should be approximately 40-100 words (+/-10%) per question. Ensure you acknowledge and cite your sources accordingly. This is important whether you use your own words or another writer’s. You can review the Academic Referencing Guide in your student handbook.

Question 1: Think about Serena’s response to Cowan filling in the New Patient Information Sheet.  Now consider a different response. What if Serena had decided to call the Aboriginal and Torres Strait Islander Access Line? Script a short phone interaction Serena might have with the staff attending this line in order to better support Cowan’s needs. In your script consider the following:

  • Is Serena at liberty to discuss Cowan’s communication difficulties with the staff who attend this phone line?
  • Would seeking assistance from an interpreter be useful in this instance?

Question 2: Thinking again about Serena’s response to Cowan filling in the New Patient Information Sheet.  Consider how she could have responded differently in this situation. Script a response as if you were Serena talking to Cowan. In your script, address the following:

  • Two strategies to overcome language barriers and communicate in the most efficient way possible
  • Three verbal and three non-verbal communication strategies which demonstrate respect for diversity

Question 3: An Aboriginal client may present with low socio-economic status; physical, mental and emotional health issues; and a distrust of Australia’s political system, and all systems including the health system. Taking into account these issues, explain how you could help Cowan effectively engage with the health services at CareShore Medical Practice. Diploma of Practice Management

Question 4: What are three significant changes CareShore could implement so that it becomes a ‘culturally safe’, ‘culturally aware’ and ‘culturally competent’ medical practice for Cowan and his family? Explain how each of these changes relates to at least one of the key concepts; ‘culturally safe’, ‘culturally aware’ and ‘culturally competent.’ Diploma of Practice Management

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Part C – Communicating with diverse people

 Remember trust is a firm belief in the reliability, truth, or ability of someone or something; and confidence is the feeling or belief that one can have faith in or rely on someone or something.

 Answer the following 2 short-answer questions below. Your written answers should be approximately 40-100 words (+/-10%) per question. Ensure you acknowledge and cite your sources accordingly. This is important whether you use your own words or another writer’s. You can review the Academic Referencing Guide in your student handbook.

Question 1: Consider Cowan’s wife, Amarina. She has come in with her husband as they both have a consultation with a doctor today. Unfortunately Amarina has just been told that she has not been provided an appointment with the female doctor, but the same male doctor her husband is seeing. You can see that she is physically and emotionally uncomfortable. What four verbal and non-verbal communication techniques would you use when communicating to Cowan’s wife, so that you are able to establish and maintain trust and confidence with her?

Question 2: Serena, your work colleague is clearly annoyed that the only female doctor on for today, may have to see Amarina, who hasn’t made an appointment. Serena says to you softly, “See, I told you they always get their way. No matter what, people bend over backwards when it’s someone indigenous.”

You are not aware of Serena’s full background. But you are aware that her family migrated to Australia 8-years ago from war torn Palestine. She often says that we have no idea how bad people are living over there. However, you are concerned her bias has turned into racism. Diploma of Practice Management

Identify the key issues that may cause misunderstandings or other difficulties for Amarina in the above scenario with Serena. How would you address Serena’s overall attitude towards Amarina so that she is aware of the impact of social and cultural diversity at CareShore?

Part D – Match the following 12 words with their correct definition then copy and paste the table into a word document.

Term Definition
Attitude A prejudice
Bias An outcome of health practice and education that enables safe service to be defined by those who receive the service.
Cultural awareness A range of different things, variety, assortment
Cultural competence A settled way of thinking or feeling about something
Cultural perspective Sensitivity to the similarities and differences that exist between different cultures and using this to effectively communicate with others
Cultural safety Encompassing everything concerned
Culture Becoming aware of the cultural differences that exist, appreciating and having an understanding of those differences and accepting them
Diversity A large group of people distinguished from others on the basis of common physical characteristics (such as skin colour)
Ethnicity To be conscious or aware of the problems within a community
Inclusiveness The non-biological or social aspects of human life
Race Characteristics of a group of people thought to have common ancestry who share a distinctive culture (including nationality,  tribe, religion,  language,  culture, traditions)
Social awareness The way that individuals are shaped by their environments as well as social and cultural factors (including nationality, race and gender)

4. Units of Competency

CHCDIV001 Work with diverse people

CHCPRP005 Engage with health professionals and the health system

5. Assessment Rubric

Below is a rubric that determines whether your answers and knowledge is satisfactory or unsatisfactory.

To be deemed satisfactory, and to pass the assessment, you must complete the requirements for the column that is titled ‘satisfactory’.

It is advisable to read the rubric for the question you are answering to determine if you have fully answered the question to the correct standard.

Criteria

 

Satisfactory

 

Not yet satisfactory

 

Part A    
Identifies and reflects on social and cultural perspectives and biases and ways to address these The student identifies and reflects on their own social and cultural perspectives and biases and identifies three actions to address these and 2 areas to improve self-awareness The student is unable to identify and/or reflect on their own social and cultural perspectives and biases and ways to address these.
Demonstrates knowledge of own culture and the community attitudes, language, policies and structures of that culture and how they impact on different people and groups The student provides an adequate understanding of their own culture including; community attitudes, language, policies and structures in order to explain two ways this impacts upon different people and groups The student provides an inadequate understanding of their culture including; community attitudes, language, policies and structures in order to explain two ways this impacts upon different people and groups
Demonstrates understanding of diversity, its features and benefits in Australia and its impact across different areas of work and life

 

The student outlines key characteristics of 7 areas of diversity and the impact of diversity practices on different areas of work and life including; political, social, economic and cultural aspects The student is unable to apply their understanding of the impact of diversity practices on different areas of work and life including; political, social, economic and cultural aspects
Identifies aspects of own culture, Western systems and structures and how these impact on Aboriginal and/or Torres Strait Islander people and their engagement with health services Explains how key aspects of own culture, Western systems and structures impact on Aboriginal and/or Torres Strait Islander people and their engagement with health services Limited explanation of how key aspects of own culture, Western systems and structures impact on Aboriginal and/or Torres Strait Islander people and their engagement with health services
Demonstrates knowledge of the legal and ethical considerations for working with diversity Identifies legal and ethical considerations that impact Serena’s role and the consequences of breaches if she were to; discriminate, breach human rights, fail to comply with the relevant laws/ethics Unable to identify the legal and ethical considerations that impact Serena’s role and the consequences of breaches if she were to; discriminate, breach human rights, fail to comply with the relevant laws/ethics
Part B    
Identifies resources that support individuals and organisations to embrace and respond to diversity, especially language and cultural interpreters

 

The student scripts a phone interaction which respectfully responds to Cowan’s language barriers and culture and identifies resources to support him The student’s script is unclear/ inadequately responds to Cowan’s language barriers and identifies resources to support him
Communicates with people from diverse backgrounds Scripts a response to Cowan which identifies 2 strategies to overcome language barriers and 3 verbal and 3 non-verbal strategies which respect diversity Unable to script a response to Cowan which identifies 2 strategies to overcome language barriers/ 3 verbal and 3 non-verbal strategies which respect diversity
Contributes to the development of work place and professional relationships based on appreciation of diversity and inclusiveness

 

The student adequately contributes to the development of work place and professional relationships based on appreciation of diversity and inclusiveness The student does not adequately contribute to the development of work place and professional relationships based on appreciation of diversity and inclusiveness
Explains concepts of cultural awareness, cultural safety and cultural competence and how these impact different work roles The student adequately explains concepts of cultural awareness, cultural safety and cultural competence in order to make three important  changes for CareShore The student is unable to address concepts of cultural awareness, cultural safety and cultural competence in order to make three important  changes for CareShore

 

Part C    
Applies verbal and non-verbal communication constructively to establish, develop and maintain effective relationships, mutual trust and confidence The student applies 4 verbal and non-verbal communication techniques  to establish, develop and maintain effective relationships, mutual trust and confidence The student is unable to apply verbal and non-verbal communication techniques to establish, develop and maintain effective relationships, mutual trust and confidence
Makes an effort to sensitively resolve differences, taking account of diversity considerations The student understands where to make an effort to sensitively resolve differences, taking account of diversity considerations The student does not understand where to make an effort to sensitively resolve differences, taking account of diversity considerations
Part D    
Matches concepts with definitions of diversity The student correctly matches concepts with definitions of diversity The student incorrectly matches concepts with definitions of diversity

Overall assessment requirements

 

Word counts

 

 

As per tasks As per tasks
Plagiarism

 

 

All the student’s work is original and sourced where appropriate. All the student’s work is not original and/or inappropriately sourced.
Referencing

 

 

Appropriate referencing conventions are used. Sources are not referenced.

Inappropriate referencing conventions are used.

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