COMMON COMPETENCIES

CAREGIVING NC II

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UNIT OF COMPETENCY : IMPLEMENT AND MONITOR INFECTION CONTROL
POLICIES AND PROCEDURES

MODULE TITLE : IMPLEMENTING AND MONITORING INFECTION CONTROL

POLICIES AND PROCEDURES

MODULE DESCRIPTION : This unit is concerned with infection control

responsibilities of employees with supervisory
accountability to implement and monitor infection control
policy and procedures in a specific work unit or team
within an organization. This unit does not apply to a role
with organization-wide responsibilities for infection control
policy and procedure development, implementation or
monitoring.

NOMINAL DURATION : 4 hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Provide information to the work group about the organization’s infection control
policies and procedures

LO2. Integrate the organization’s infection control policy and procedure into work
practices

LO3. Monitor infection control performance and implement improvements in practices

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LO1. PROVIDE INFORMATION TO THE WORK GROUP ABOUT THE ORGANIZATION’S
INFECTION CONTROL POLICIES AND PROCEDURES

ASSESSMENT CRITERIA

1. Relevant information about the organization’s infection control policy and

procedures, and applicable industry codes of practice are accurately and clearly
explained to the work group.
2. Information about identified hazards and the outcomes of infection risk assessments
is regularly provided to the work group.
3. Opportunity is provided for the work group to seek further information on workplace
infection control issues and practices.

CONTENTS

Transmission of infection
Workplace infection control
Food preparation

CONDITIONS

Reading materials: CBLM

METHODOLOGIES

Distance Learning
Independent reading/learning
Assignment

ASSESSMENT METHODS

Interview/Oral Questioning

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 INFORMATION SHEET NUMBER 1.1.1

PROVIDE INFORMATION TO THE WORK GROUP ABOUT THE ORGANIZATION’S INFECTION

CONTROL POLICIES AND PROCEDURES

Infection is caused by pathogens ('bugs') such as bacteria, viruses, protozoa or fungi getting
into or onto the body. It can take some time before the microbes multiply enough to trigger
symptoms of illness, which means an infected person may unwittingly be spreading the
disease during this incubation period.

Infection control in the workplace aims to prevent pathogens from coming into contact with
a person in the first place. Employers are obliged under the Occupational Health and Safety
Act 2004 to provide a safe workplace for their employees, including the provision of
adequate infection control procedures and the right equipment and training.

Transmission of infection

Infectious agents can be spread in a variety of ways, including:

 breathing in airborne germs – coughs or sneezes release airborne pathogens, which are
then inhaled by others
 touching contaminated objects or eating contaminated food – the pathogens in a person's
faeces may be spread to food or other objects, if their hands are dirty
 skin-to-skin contact – the transfer of some pathogens can occur through touch, or by
sharing personal items, clothing or objects
 contact with body fluids – pathogens in saliva, urine, faeces or blood can be passed to
another person's body via cuts or abrasions, or through the mucus membranes of the
mouth and eyes.

Assumption of risk

The basis of good infection control in the workplace is to assume that everyone is
potentially infectious. Proper procedures have to be followed at all times. Every workplace
should have an appropriate first aid kit, with at least one staff member trained in first aid.
Equipment such as gloves, gowns, eye goggles and face shields should be provided if
necessary.

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 Workplace infection control – personal hygiene practices

Infection control procedures relating to good personal hygiene include:

 hand washing – the spread of many pathogens can be prevented with regular hand washing.
Thoroughly wash your hands with water and soap for at least 15 seconds after visiting the
toilet, before preparing food, and after touching clients or equipment. Dry your hands with
disposable paper towels
 unbroken skin – intact and healthy skin is a major barrier to pathogens. Cover any cuts or
abrasions with a waterproof dressing
 gloves – wear gloves if you are handling body fluids or equipment containing body fluids, if
you are touching someone else's broken skin or mucus membrane, or performing any other
invasive procedure. Wash your hands between each client and use fresh gloves for each
client where necessary
 personal items – don't share towels, clothing, razors, toothbrushes, shavers or other
personal items.

Food preparation and workplace infection control

When preparing food:

 Wash your hands before and after handling food.

 Avoid touching your hair, nose or mouth.
 Keep hot food hot and cold food cold.
 Use separate storage, utensils and preparation surfaces for cooked and uncooked foods.
 Wash all utensils and preparation surfaces thoroughly with hot water and detergent after
use.

Infection control and workplace cleanliness

Infection control procedures relating to cleanliness in the workplace include:

 regularly washing the floors, bathrooms and surfaces( such as tables and bench tops) with
hot water and detergent
 periodically washing the walls and ceilings
 thoroughly washing and drying mops, brushes and cloths after every use – drying mops and
cloths is particularly important, since many pathogens rely on moisture to thrive
 using disinfectants to clean up blood and other spills of bodily fluids

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 when using disinfectants – always wearing gloves, cleaning the surfaces before using the
disinfectant, and always following the manufacturer's instructions exactly
 spot cleaning when necessary.

Dealing with spills of body fluids

Examples of body fluids include blood, saliva, urine and faeces. When dealing with spills of
body fluids, infection control procedures need to be followed carefully. Always:

 Isolate the area.

 Wear gloves, a plastic apron and eye protection, such as goggles.
 Soak up the fluid with disposable paper towels, or cover the spill with a granular chlorine-
releasing agent for a minimum of 10 minutes. Scoop up granules and waste using a piece of
cardboard (or similar), place in a plastic bag and dispose of appropriately.
 Mix one part bleach to 10 parts water and apply to the area for 10 minutes.
 Wash the area with hot water and detergent.
 Dry the area.
 Dispose of paper towelling and gloves appropriately.
 Wash your hands.
 Rinse any contaminated clothing in cold running water, soak in bleach solution for half an
hour, then wash separately from other clothing or linen with hot water and detergent.

Infection control – disposing of infectious waste

To dispose of infectious waste that has been contaminated with blood or other body fluids:

 Wear heavy duty gloves.

 Place waste in plastic bags marked 'infectious waste'.
 Dispose of waste in accordance with EPA guidance.

Workplace infection control – handling contaminated sharps

Infection control procedures when handling needles and other sharp contaminated objects
include:

 Never attempt to re-cap or bend used needles.

 Handle by the barrel.
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 Place in an appropriate puncture-proof container (that meets the Australian and New
Zealand Standards AS 4031:1992 and AS/NZS 4261:1994) – this will be yellow, labelled
'Danger contaminated sharps' and marked with a black biohazard symbol.

Infection control – occupational exposure to body fluids

If you come in contact with blood or body fluids:

 Flush the area with running water.

 Wash the area with plenty of warm water and soap.
 Report the incident to the appropriate staff member.
 Record the incident via the Disease/Injury/Near Miss/Accident (DINMA) reporting
procedure.
 Seek medical advice.

Employers and occupational health and safety representatives should investigate all
incidents involving contact with blood or body fluids, and take action to prevent a similar
incident from happening again.

Where to get help

 Your (doctor)
 Your local council's health department
 Occupational health and safety officer at your workplace
 Communicable Disease Epidemiology and Surveillance Unit, Department of Health

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SELF CHECK 1.1.1

PROVIDE INFORMATION TO THE WORK GROUP ABOUT THE ORGANIZATION’S INFECTION

CONTROL POLICIES AND PROCEDURES

What are the infection controls to consider in preparing a food?

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 ANSWER KEY 1.1.1
PROVIDE INFORMATION TO THE WORK GROUP ABOUT THE ORGANIZATION’S INFECTION
CONTROL POLICIES AND PROCEDURES

 Wash your hands before and after handling food.

 Avoid touching your hair, nose or mouth.
 Keep hot food hot and cold food cold.
 Use separate storage, utensils and preparation surfaces for cooked and uncooked foods.
 Wash all utensils and preparation surfaces thoroughly with hot water and detergent after
use.

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LO2. INTEGRATE THE ORGANIZATION’S INFECTION CONTROL POLICY AND PROCEDURE
INTO WORK PRACTICES

Assessment Criteria
Infection control policy and procedures are implemented by supervisor and members of the
work group.
Liaison is maintained with person responsible for organization-wide infection control.
The Supervisor’s coaching support ensures that individuals/teams are able to implement
infection control practices.
Work procedures are adopted to reflect appropriate infection control practice.
Issues raised through consultation are dealt with and resolved promptly or referred to the
appropriate personnel for resolution.
Workplace procedures for dealing with infection control risks and hazardous events are
implemented whenever necessary.
Employees are encouraged to report infection risks and to improve infection control
procedures

Contents
Hospital hygiene procedure

Conditions

Reading materials: CBLM

METHODOLOGIES

Distance Learning
Independent reading/learning
Assignment

ASSESSMENT METHODS

Interview/Oral Questioning

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INFORMATION SHEET NUMBER 1.2.1

INTEGRATE THE ORGANIZATION’S INFECTION CONTROL POLICY AND PROCEDURE INTO

WORK PRACTICES

Hospitals heal—that’s what they’re known for. This is why, for many, the
possibility of contracting a hospital acquired infection (HAI) is an unfathomable event.
That being said, despite the conceptions that people might have about their safety within
hospital walls, it isn’t uncommon. So, what can be done to maintain the quality and
reputations of hospitals, as well as the health of our patients? A simple first step is to
establish a proper set of policies that can be followed to prevent the spread of infection.
Here are 10 must-have infection control policies every hospital should have:

1. Hand Hygiene
This one seems like a no-brainer, we all know that good hand hygiene can reduce the risk of
flu, food poisoning, and other HAIs. But it’s worth mentioning again as it can’t be stressed
enough that this is perhaps one of the most important policies to have in place for your
healthcare organization.
 If using soap: wash for 40-60 seconds, rub all areas with soap and use single use towel to
rub dry. Don’t forget to use a towel to turn off the faucet and if you have to, open the
door with it.
 If using alcohol rub: use enough product to cover hands, rub until dry.
To be more thorough, it may be helpful to include notes as to specify the instances and how
often hands should be washed.

2. Wear Gloves
Similar to hand hygiene, wearing gloves and properly disposing of them plays an important
part in reducing the spread of HAIs. Be sure to mention the following in your policy:
 Wear gloves when handling any body related materials, including blood, secretions,
excretions, membranes, body fluids, etc.
 Change gloves between tasks
 Properly discard gloves after completion of task and perform proper hand hygiene
protocol

3. Wear a Gown
It’s important to protect your skin and avoid soiling your clothing, as it is likely that clothing
cannot be discarded if it should happen, and that’s where gowns come in. Wearing a gown
is an easy way to not only ensure that your clothing lives to see another day away from the

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 cleaners but as they can easily be removed and will help avoid the spread of infectious
diseases.
 Wear gowns in any instances where splashes or spraying of secretions, excretions, blood
or bodily fluids might be present.
 Remove gowns as soon as possible and perform hand hygiene.

4. Protect your Face

Our faces are portals for infectious diseases to make their way into our bodies. This is why it
is important to protect our eyes, nose, and mouth against splashes or sprays of blood, fluids,
secretions, etc.

5. Prevention of needlestick injuries

Just like hand hygiene policies are a no-brainer, this one may seem like one too. However,
sometimes it’s good to just be reminded. Being around surgical instruments and needles can
be pretty dangerous as well. Having a set of policies in place outlining how to handle
instruments or dispose of needles may be the refresher some people need to stay safe.

6. Respiratory hygiene and cough etiquette

Flu season isn’t the only time we should be reminding staff and patients about this policy.
Having a set of instructions in place may be the gentle nudge in the right direction people
need to keep others healthy. Beyond covering up your nose and mouth with tissues or a
mask when coughing and sneezing and performing proper hand hygiene frequently,
hospitals should:
 Place patients with respiratory ailments away from common areas
 Post signs alerting people entering these areas to take extra care and remind them to
perform hand hygiene when leaving
 Post signs instructing those with ailments of proper hygiene etiquette
 Make preventative tools available for staff and patients to take advantage of

7. Regular cleaning
Ensure policies are in a place where common areas and areas with infectious patients are
regularly cleaned and frequently touched surfaces are disinfected once it is recognized that
they have been infected.

8. Linens
They may seem harmless, but the truth is they could be carrying the pathogens that we
have been trying so hard to avoid. Creating a policy where staff must wear gloves, gowns,
and facial protection when handling linens, as well as disposing of the protective clothing
immediately after use can go a long way in protecting staff from contracting an HAI.

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9. Waste Disposal
Having a waste management policy in place is also a crucial procedure to ensure staff are
aware of. Most importantly, your policy should include how to properly dispose of waste
that has been contaminated with blood, human tissues, and bodily fluids safely.

10. Patient Care Equipment

Often times the equipment used to care for patients can become soiled. Having a policy in
place where staff must clean and disinfect this equipment regularly and upon recognizing
that the equipment has been soiled is another small step in the right direction of infection
control and prevention.

While it’s important that the right policies and procedures be implemented, it is equally
important that policies are regularly promoted to maintain momentum. What’s more,
having an automated process that enables staff to access policies at the point of care quickly
and easily can empower staff to take charge of adhering to hospital policies. Often times,
teaming up with your Quality and Risk Department(s) to promote a culture of safety is a key
step that shouldn’t be overlooked, as creating a safe hospital is equally important to them
as it is to you.

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SELF CHECK 1.2.1

10 must-have infection control policies every hospital should have

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ANSWER KEY 1.2.1

1. Hand Hygiene

2. Wear Gloves

3. Wear a Gown

4. Protect your Face

5. Prevention of needlestick injuries

6. Respiratory hygiene and cough etiquette

7. Regular cleaning

8. Linens

9. Waste Disposal

10. Patient Care Equipment

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 LO3. MONITOR INFECTION CONTROL PERFORMANCE AND IMPLEMENT IMPROVEMENTS
IN PRACTICES

Infection control hazardous events are investigated promptly to identify their cause in
accordance with organization policy and procedures.
Work procedures to control infection risks are monitored to ensure compliance.
Work procedures are regularly reviewed and adjusted to ensure improvements in infection
control practice.
Supervisor provides feedback to team and individuals on compliance issues, changes in work
procedures and infection control outcomes.
Training in work procedures is provided as required to ensure maintenance of infection
control standards.
Inadequacies in work procedures and infection control measures are identified, corrected or
reported to designated personnel.
Records of infection control risks and incidents are accurately maintained as required.
Aggregate infection control information reports are used to identify hazards, to monitor an
improve risk control methods and to indicate training needs.
ASSESSMENT CRITERIA

Contents
Communicable Diseases

Conditions
Workplace location
Tools and equipment appropriate to schedule housekeeping activities and to monitor and
maintain working condition
Material relevant to the proposed activity and tasks

Methodologies
Distance Learning
Independent Learning

Assessment Methods
Interview/Oral Questioning
INFORMATION SHEET NUMBER 1.3.1

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MONITOR INFECTION CONTROL PERFORMANCE AND IMPLEMENT IMPROVEMENTS IN
PRACTICES

Communicable Diseases: Prevention and Control

Communicable diseases are those diseases that may be transmitted from person to
person, food, water and/or animals and are the most common cause of school
absenteeism.

Prevention and Control of the Spread of Communicable Diseases

The cooperation of school personnel, health department, physicians, parents and students
is essential.

Prevention and Control Measures are:

a. Enforcing immunization laws and practicing universal precautions/ bloodborne pathogen

procedures according to School Board policies, and OSHA regulations.

b. Ongoing health education relating to disease prevention, hygiene measures for students,
families and school personnel.

c. Implementing good hand washing procedures.

d. Implementing case isolation and effective treatment.

Prevention of Communicable Diseases

Transmission Process:

Communicable disease transmission is a dynamic process. The process is dependent on the

following:

Interaction of the agent (microorganism) the host (person), and the environment
(conditions present).

In order for a communicable disease to occur the following factors must be present:

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a. A microorganism of sufficient strength (virulence)
b. A person who is susceptible (lowered immunity)
c. An environment supportive to the agent’s transmission

Types of Transmission:

Direct Transmission – occurs when an infectious agent enters a receptive portal, i.e.,
through direct contact as: touching, kissing, biting, or projecting air droplets by sneezing,
talking, spitting, coughing.

Indirect Transmission – occurs when an infectious agent is deposited on contaminated

objects or materials, i.e., toys, soiled clothes, bedding, cooking or eating utensils, food,
water.

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SELF CHECK 1.3.1

MONITOR INFECTION CONTROL PERFORMANCE AND IMPLEMENT IMPROVEMENTS IN

PRACTICES

Enumerate the Types of Transmission

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ANSWER KEY 1.3.1

MONITOR INFECTION CONTROL PERFORMANCE AND IMPLEMENT IMPROVEMENTS IN

PRACTICES

Direct Transmission

Indirect Transmission

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UNIT OF COMPETENCY : RESPOND EFFECTIVELY TO DIFFICULT/CHALLENGING
BEHAVIOR

MODULE TITLE : RESPONDING EFFECTIVELY TO DIFFICULT/CHALLENGING

BEHAVIOR

MODULE DESCRIPTION : This unit covers the knowledge, skills and attitudes to
effectively respond to difficult or challenging behavior of
patient.

NOMINAL DURATION : 4 Hrs.

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Plan and responses

LO2. Apply response

LO3. Report and review incidents

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 LO1. PLAN AND RESPONSES

Assessment Criteria

Responses are planned to instances of difficult or challenging behavior to maximize the

availability of other appropriate staff and resources.
Specific manifestations of difficult or challenging behavior are identified and strategies
appropriate to these behaviors are planned as required.
Safety of self and others is given priority in responding to difficult or challenging behavior
according to institutional policies and procedures.

Contents
OSH
Reasons establishing good occupational safety and health standards

Conditions
Reading materials: CBLM

Methodologies
Distance learning
Independent reading/learning
Assignment

Assessment Methods
Interview/Oral Questioning

INFORMATION SHEET NUMBER 2.1.1

PLAN AND RESPONSES

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I. OCCUPATIONAL HEALTH AND SAFETY (OH&S)

Occupational health and safety (OH&S)

Is a cross-disciplinary area concerned with protecting the safety, health and welfare of the
people engaged in work or employment.

As a secondary effect, OH&S may also protect coworkers, family members, employers,
customers, suppliers, nearby communities, and other members of the public who are
impacted by the workplace environment.

*Since 1950, the International Labour Organization (ILO) and the World Health Organization
(WHO) have shared a common definition of occupational health. It was adopted by the Joint
ILO/WHO Committee on Occupational Health as its first session in 1950 and revised at its
twelfth session in 1995.

The definition reads: “Occupational health should aim at: the promotion and maintenance
of the highest degree of physical, mental and social well-being of workers in all occupations;
the prevention amongst workers of departures from health caused by their working
conditions; the protection of workers in their employment from risks resulting from factors
adverse to health; the placing and maintenance of the worker in an occupational
environment adapted to his physiological and psychological capabilities; and, to summarize,
the adaptation of work to man and of each man to his job.”

REASONS FOR ESTABLISHING GOOD OCCUPATIONAL SAFETY AND HEALTH STANDARDS:

MORAL – an employee should not have to risk injury at work, nor should others associated
with the work environment

ECONOMIC – many governments realize that poor occupational safety and health
performance results in cost to the State (e.g. through social security payments to the
incapacitated, costs for medical treatment, and the loss of the “employability” of the
worker). Employing organizations also sustain costs in the event of an accident at work
(such as legal fees, fines, compensatory damages, investigation time, lost production, lost
goodwill from the workforce, from customers and from the wider community)

LEGAL – Occupational safety and health requirements may be reinforced in

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civil law and/or criminal law; it is accepted that without the extra “encouragement” of
potential regulatory action or litigation, many organizations would not act upon their
implied moral obligations.

Occupational Health and Safety Specialists and Technicians

Also known as safety and health practioners or occupational health and safety inspectors

Help prevent harm to workers, property, the environment, and the general public.

Promote occupational health and safety within organizations in many ways, such as by
advising management on how to increase worker productivity through raising morale and
reducing absenteeism, turnover, and equipment downtime while securing savings on
insurance premiums, worker’s compensation benefits, and litigation expenses.

Specialists also analyze work environments and design programs to control, eliminate and
prevent disease and injury caused by chemical, physical, radiological, and biological agents
or ergonomic factors that involve the impact of equipment design on a worker’s comfort or
fatigue.

They may conduct inspections and inform the management of a business which areas may
not be in compliance with State and Federal laws or employer policies, in order to gain their
support for addressing these areas.

What an Emergency Response Plan (ERP) is

Actions taken within the initial minutes of an emergency can largely dictate the severity of
consequences. In this case, “severity of consequences” can involve terrible financial,
environmental, material, and/or human losses. Your company needs a plan of action to
follow when emergencies strike in order to minimize damages.

An emergency response plan is something that companies use to address many different
types of emergency situations. It will include:

 Who to contact;
 How to act; and
 Resources to use.
 The priorities for any ERP are, in this order:
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  Protection and safe conduct;
 Mitigation/stabilization of the dangerous condition; and
 Cleanup of incident, whether this be physical cleanup or conceptual.

ERPs should address only the highest risk situations. They are critical for high quality
responsive risk management You might call an “emergency response plan” a “catastrophic
situation plan.”

Emergency Response Plan Graphic

What an ERP Should Include

Emergency response plans should be organized into chapters and sub-chapters. Each
chapter will categorize a type of emergency. Within each chapter will be numerous sub-
chapters, each of which cover a specific emergency OR a separate task.

As said, emergency response plans need to include who to contact, how to act, and
resources to use. In more detail, this means that each chapter should:

Have a list of people to contact, in order, with contact numbers;

The list of contact people might be organized by their response category, such as Hangar
Fire Contacts, Aircraft Fire Contacts, etc.

The safety duties and responsibilities of each role in the company for a given emergency,
such as CEO responsibilities, safety manager responsibilities, etc.;

Actions required to maintain safety;

Actions required to mitigate the danger;

Actions required cleanup incident, if applicable; and

What resources are best used to mitigate the emergency.

This “manual” can be an actual physical copy of your ERP, one documented in aviation
safety software, or one documented on a server.

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SELF CHECK 2.1.1

Enumerate the things included in emergency response plan

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ANSWER KEY 2.1.1

 Who to contact;
 How to act; and
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  Resources to use.
 The priorities for any ERP are, in this order:
 Protection and safe conduct;
 Mitigation/stabilization of the dangerous condition; and
 Cleanup of incident, whether this be physical cleanup or conceptual

LO2. APPLY RESPONSES

ASSESSMENT CRITERIA:

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Difficult or challenging behavior is dealt with promptly, firmly
and diplomatically in accordance with institutional policy
and procedures.
Communication is used effectively to achieve the desired
outcomes in responding to difficult or challenging behavior.
Appropriate strategies are selected to suit particular
instances of difficult or challenging behavior.

CONTENTS:

6-Steps to an effective incident management process

CONDITIONS
Reading material: CBLM/Handout in emergency responses

METHODOLOGIES:

Distance learning
Independent reading/learning
Assignment

ASSESSMENT METHODS:

Interview/Oral Questioning

INFORMATION SHEET 2.2.1

APPLY RESPONSE

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6-STEPS TO AN EFFECTIVE INCIDENT MANAGEMENT PROCESS

The review process completes the prioritization, investigation, classification, analysis and
action, and feedback steps of the incident management process, and ensures all relevant
information is documented in the report.

Elements of an effective incident report review

A good incident report should reflect the best available information on the; who, what,
when, where, how, why.

After an effective review process, the incident report should provide a comprehensive
picture of the follow-up actions taken, the type of investigation or review process, feedback
provided and any recommendations made.

In addition to the elements of a good incident report, the report review should specifically
address:

Purpose of the incident report review

Where possible the incident report should be reviewed by a senior or independent person,
in collaboration with the staff member who reported the incident. In many instances this
may be the direct line manager.

A reviewer will receive an incident report. It is the role of the reviewer to:
• read the incident report

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 • ensure the details are accurate including the incident severity rating (ISR) and
classification • update the details in the incident report as necessary (a copy of the original
report will still be available)
• commence the incident investigation or review and document the status
• ensure appropriate feedback processes are in place for the incident and documented in
the report. The incident review process should be guided by your organization policies and
procedures.

Characteristics of an effective incident report review

An effective review will ensure the report is factual and complete

New information may become available as part of the incident investigation and review. It is
important that the report continues to be factual and complete. If necessary, update the
narrative and pre-defined data items.

An effective review will ensure the report has the appropriate classification/priority

Particular attention should be given to the accuracy of the classification and ISR fields.
For incidents with a higher ISR rating, additional fields are required before the report is
complete. These additional data entry fields are denoted by a red number 1 in the incident
report.
Appropriate classification of the incident is essential and may affect what additional
information is required. For example, if you select the incident class ‘medicines’ more
information about the medication is requested.

An effective review will ensure the report is internally consistent

An effective review will result in a report that is logical from the incident notification to the
investigation phase.
For example:
Internally inconsistent – an ISR of 1 is recorded but the ‘internal review’ type recorded is
‘aggregate review’.
Internally consistent – an ISR of 1 is recorded and the ‘internal review’ type recorded is a
‘root cause analysis’.

An effective review will ensure information is documented across the 7-steps

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An effective review will ensure that information from the incident, to the investigation or
review process, to the subsequent findings are documented. A factual, complete, log

SELF CHECK 2.2.1

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Enumerate the 6-steps to an effective incident management process

ANSWER KEY 2.2.1

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6-steps to an effective incident management process

1. Elements of an effective incident report review

2. Purpose of the incident report review
3. An effective review will ensure the report is factual and complete
4. An effective review will ensure the report is internally consistent
5. An effective review will ensure the report is internally consistent
6. An effective review will ensure information is documented across the 7-steps

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LO3. REPORT AND REVIEW INCIDENTS

Assessment Criteria
Incidents are reported according to institutional policies and procedures.
Incidents are reviewed with appropriate staff and suggestions appropriate to area of
responsibility are made.
Debriefing mechanisms and other activities are used and participated in.
Advice and assistance is sought from legitimate sources when appropriate.

Contents
Institutional policies and procedures in reporting and reviewing incidents

Conditions
Reading materials: CBLM
Writing materials: pen and paper

Assessment Methods
Oral Questioning/Interview

INFORMATION SHEET NUMBER 2.3.1

REPORT AND REVIEW INCIDENTS

Institutional policies and procedures in reporting and reviewing incidents

Incident, Injury and Hazard Reporting

1. Procedure statement
The Royal Children's Hospital (RCH) is committed to the provision of a safe and healthy work
environment for all employees, contractors and visitors.

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RCH will maintain records of all hazards, near misses, incidents and injuries for the purposes
of minimising risk of injury and ill-health or the recurrence of an incident. Accordingly, all
staff are expected to report hazards, near misses and incidents and managers are expected
to address these in consultation with staff.

In doing so, this will ensure that RCH complies with the requirements of the Occupational
Health & Safety Regulations 2017, the Occupational Health and Safety Act 2004 and the
Workplace Injury Rehabilitation and Compensation Act 2013 (WIRC Act)..

2. Persons affected
All staff and visitors.

3. Definition of terms
Hazard: something that has the potential to injure or harm people, property and equipment

Incident: an event that has the potential to or does lead to an injury or damage to property
and equipment as result of losing control of a hazard

Near miss: any unplanned incidents that occurred at the workplace which, although not
resulting in any injury or disease, had the potential to do so

Notifiable Incident: an incident for which you are legally required to notify Worksafe
Victoria. Incidents that must be reported include those that result in:

death
needing medical treatment within 48 hours of being exposed to a substance
immediate treatment as an in-patient in a hospital
immediate medical treatment for injuries, including for example amputation, serious head
or eye injury, electric shock, serious lacerations.
VHIMS: Victorian Health Incident Management System (formerly known as RiskMan); aN
intranet-based incident record system.

4. Responsibility
Employee

Report any hazard, near miss, incident or injury to their manager.

Report all hazards, near misses, incidents or injury via VHIMS
Health and Safety Representative

To assist the manager and consult with employees within the designated work group with
regard to incident investigation and risk control
Head of Department/Unit Manager
Respond to hazard reports

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Investigate near misses and incidents
Close all hazard, near miss and incidents reported via VHIMS with 30 days
Consult with the Health and Safety Representative with regard to incident investigation and
risk control
Assist the injured/ill employee and seek first aid medical attention if appropriate.
Record hazards identified,near misses and incidents
In the event of a serious incident, refer to the Incident Notification Fact sheet which
provides a step by step guide on how to report the incident to Worksafe Victoria
Whenever required, will liaise with WHS team with respect to early intervention and return
to work strategies
Ensure compliance with return to work plan (See RCH Procedure:- "Rehabilitation - Work-
Related Injury" for details)
Workplace Health and Safety Team
Provide support to department managers with risk control and injury management
Retain records of notifiable incidents
Return to Work/Injury Management Coordinator
Activate early intervention strategies
Support injured staff in achieving timely return to appropriate work
Support managers in achieving timely return of injured staff to appropriate work
Liaison with the RCH Workers Compensation Agent
Records maintenance
Preparation of incident data summaries
Conduct a periodic claim review
5. Procedure
Hazard Reporting
Hazards identified during day to day activity must be reported to the appropriate manager.
If the hazard can be remedied immediately, the manager should take appropriate action in
consultation with the Health and Safety Representative.
If a hazard requires greater investigation and the sourcing of risk controls, this should be
recorded by the manager or the reporting staff member within VHIMS and the proposed risk
controls identified in consultation with the Health and Safety Representative.
Hazards identified during formal inspections should be recorded with an action plan on the
inspections checklist (see WHS web site)
Near Miss and Incident Reporting
All near miss / incidents should be recorded within VHIMS by the manager or the reporting
staff member

If a person has been injured the need for first aid should be assessed and action taken as
appropriate. Managers should follow the Early Intervention Guide.

If the near miss / incident is considered to be serious, the manager should contact the WHS
team for advice. The WHS team will advise regarding the notification of the incident to
WorkSafe.

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The incident is deemed to be a "Notifiable Incident" and must be reported to Work Safe if it
resulted in:

The death of a person or;

A person requiring medical treatment within 48 hours of exposure to a substance or
A person requiring immediate treatment as an in-patient or
A person requiring immediate treatment for
The amputation of any body part or
A serious head injury or
A serious eye injury or
De-gloving or scalping or
Electric shock or
A spinal injury or
The loss of a bodily function or
Serious lacerations

If the incident is notifiable, the site of the incident is to remain undisturbed until a WorkSafe
Inspector arrives on site or gives permission for disturbance.
The Head of Department/Unit Manager must report all notifiable incidents to WorkSafe via
phone on 132 360 and then in writing within 48 hours by completing the Worksafe Incident
Notification Form.
The manager should undertake an incident investigation in consultation with the Health and
Safety Representative and record the findings and recommendation within the VHIMS
report of the incident
Complex investigations or investigations where there is uncertainty will be supported by the
WHS team upon request of the manager or Health and safety Representative
Injury Reporting

Any injury to staff or visitors should be recorded within VHIMS by the manager or the
reporting staff member
If a person has been injured the need for first aid should be assessed and action taken as
appropriate
If an injured staff member loses time from work the manager should follow the process as
outlined in the Early Intervention and Rehabilitation – Work Related Injury procedure.

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SELF CHECK 2.3.1

The incident is deemed to be a "Notifiable Incident" and must be reported to Work Safe if it
resulted in:

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ANSWER KEY 2.3.1

The incident is deemed to be a "Notifiable Incident" and must be reported to Work Safe if it
resulted in:

The death of a person or;

A person requiring medical treatment within 48 hours of exposure to a substance or
A person requiring immediate treatment as an in-patient or
A person requiring immediate treatment for
The amputation of any body part or
A serious head injury or
A serious eye injury or
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De-gloving or scalping or
Electric shock or
A spinal injury or
The loss of a bodily function or
Serious lacerations

UNIT OF COMPETENCY : APPLY BASIC FIRST AID

MODULE TITLE : APPLYING BASIC FIRST AID

MODULE DESCRIPTION : This unit covers the knowledge, skills and attitudes
required to provide an initial response where First Aid is
required. In this unit it is assumed that the First Aider is
working under supervision and/or according to established
workplace First Aid procedures and policies.

NOMINAL DURATION : 6 hours

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QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Assess the situation

LO2. Apply basic first aid techniques

LO3. Communicate details of the incident

LO1. ASSESS THE SITUATION

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Assessment Criteria
Physical hazards to self and casualty’s health and safety are identified.
Immediate risks to self and casualty’s occupational health safety (OSH) are minimized by
controlling the hazard in accordance with OSH requirements.
Casualty’s vital signs and physical condition are assessed in accordance with workplace
procedures

Contents
Basic anatomy and physiology
SOP

Conditions
Reading materials CBLM
Basic Anatomy and Physiology

Methodologies
Distance Learning
Independent reading
Assignment

Assessment Methods
Interview/Oral examination

INFORMATION SHEET NUMBER 3.1.1

ASSESS THE SITUATION

KINDLY REFER TO READING MATERIAL: BASIC ANATOMY AND PHYSIOLOGY

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What is a Standard Operating Procedure (SOP)

Standard operating procedures are written, step-by-step instructions that describe how to
perform a routine activity. Employees should complete them in the exact same way every
time so that the business can remain consistent. Standard operating procedures help
maintain safety and efficiency for departments such as:

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 Production/operations
 Sales and customer service
 Employee training
 Legal
 Financial
A standing operating procedure should never be difficult to read or vaguely worded. It
should be brief, easy to understand and contain actions steps that are simple follow. A good
standard operating procedure should clearly outline the steps and inform the employee of
any safety concerns.

The standing operating procedures should be the basis for training any new employees.
They should also be updated every year to ensure they stay relevant to the current needs of
the organization.

Why Do You Need Standard Operating Procedures?

Some business owners have a hard time grasping why standard operating procedures are
necessary. They already trained their employees so why do they need a written document
outlining the process as well?

This is sort of like asking why doctors have a written list of procedures they follow before
performing surgery. Or why the FDA has a written list of procedures for how restaurants can
handle food.

Here are just a few of the reasons why your business needs standard operating procedures:

 They save time and money

When the same task is completed in many different ways, it will always take longer to
complete. Having a standard operating procedure in place streamlines the process so
employees can accomplish more in less time.

 They provide consistency

Having a standard operating procedure in place ensures that regardless of who is working,
business processes are being completed the correct way.

 They improve communication

Standard operating procedures make your employees’ jobs easier because no longer do
they have to guess as to how they should be performing their jobs. And they don’t have to
try to rack their brains to remember what you told them when they were first hired.

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 They allow you to hold your employees accountable
How can you evaluate your employees if you don’t have written standards in place? Without
standard operating procedures, employee evaluations become a matter of personal opinion,
which is hardly fair to your employees.

 They create a safer work environment

When employees perform the same tasks in completely different ways, it is not only
inefficient it is actually a liability for your business. Standard operating procedures ensure
that employees perform their job functions in a safe and consistent manner.

One of the biggest misconceptions about standard operating procedures is that they will
cause businesses to become rigid and inflexible. This article in the Harvard Business
Review does a great job of explaining how having systems in place for employees to follow
actually makes businesses more flexible.

How to Write a Standard Operating Procedure

Now you know what a standard operating procedure is and why you need one. However,
you may be wondering how you can actually go about creating your own. Standard
operating procedures require a lot of planning and preparation before you can even begin
writing the document.

Here are five steps to follow when creating your own standard operating procedure:

1. Develop a list of your business processes

To get started, have the managers talk to your employees about the duties they perform in
their jobs every day. This will allow them to begin creating a detailed list of processes that
need standard operating procedures.

From there, you can review the list with your managers and look for any redundancies. This
list will serve as a starting point for creating your standard operating procedure.

2. Plan the process

In this step, you will need to decide on a format for your process. Do you want it to be a
step-by-step guide or a workflow diagram? From there you can create a template. You will
also need to decide how your standard operating procedure will be made visible to your
employees. Will you have a written copy posted or will a copy be available online?

3. Talk with employees

Now that you have your list of processes and you have created your template, you need to
talk to your employees. This is important because you can’t fully understand the process
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unless you have spoken with the people who actually perform it on a daily basis. Only
speaking with management is not enough.

4. Write and review the process

Once you have spoken with your employees, immediately add your notes to the template.
From there you can review your standard operating procedure with employees once again
and obtain input from your managers. You should also determine who will be responsible
for oversight and maintenance of the standard operating procedure.

Keep in mind that all of your standard operating procedures should read the same way
while still distinctly describing the functions of each area of your business.

5. Maintain the process

Your work is not finished once the standard operating procedure is written! In order for it to
remain relevant and useful, you must maintain and update it at least once per year.

A written standard operating procedure not only lets your employee know how they should
be doing their job, it lets them know why. When you explain to employees why tasks are
performed in a certain way they will be more likely to complete them.

Standard operating procedures are time-consuming to create at first but the benefits are
worth it. They will save you a lot of time and frustration down the road.

Conclusion

Standard operating procedures are detailed, written instructions on how to perform a

routine business activity. They are easy to read and they explain every detail of the process
being described. It is important to keep in mind that a good standard operating procedure
doesn’t focus on what needs to be done but rather how it should be done. A standard
operating procedure is an effective tool that every business should have.

Standard operating procedures will give you a better understanding of your business
processes and help you decide how to move forward. They will ensure that all employees
are performing the business processes in the same way.

Having standard operating procedures in place will also give you the option to scale your
business more quickly. This is because standard operating procedures make it easier to
replicate these processes across your organization.

Many businesses choose to implement standard operating procedures by displaying written

documents in areas where they will be clearly visible to all employees. However, often times
there are better tools available to businesses. Using a workflow management
system like Tallyfy is a great way to create an interactive database of information rather

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than a cumbersome document. Feel free to visit our case studies page to read how other
business owners have successfully utilized our app in their businesses.

SELF CHECK 3.1.1

What id anatomy?

What is Physiology?

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What are the steps to follow when creating your own standard operating procedure?

ANSWER KEY 3.1.1

Anatomy is the study of the structure and relationship between body parts.

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Physiology is the study of the function of body parts and the body as a whole

Develop a list of your business processes

Plan the process
Talk with employees
Write and review the process
Maintain the process

Conditions
Reading materials: CBLM
Slides presentation of the ff:
Pressure bandages
Thermometers
First Aid Kit
Eyewash
Thermal Blankets
Pocket Face Masks
Rubber Gloves
Dressing
Cervical Collars
CD in First Aid Techniques

Methodologies
Distance Learning
Independent reading/learning
Demonstration
Video watching

Assessment Method
Interview/Oral examination
Recorded demonstration video

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 Assessment Criteria

First Aid management is provided in accordance with established First Aid procedures.
Casualty is reassured in a caring and calm manner and made comfortable using available
resources.
First Aid assistance is sought from others in a timely manner and as appropriate.
Casualty’s condition is monitored and responded to in accordance with effective First Aid
principles and workplace procedures.
Details of casualty’s physical condition, changes in conditions, management and response
are accurately recorded in line with organizational procedures.
Casualty management is finalized according to his/her needs and First aid principles

Contents
INFORMATION SHEET NUMBER 3.2.1
Maintain confidentiality of records
First Aid technique
APPLY BASIC FIRST AID TECHNIQUES

Maintain confidentiality of records

A degree of confidentiality exists in all professions and organisations and, it has legal
consequences for everyone involved in the medical/health profession. It is very important
that you understand what confidentiality means and how you should handle various
situations.
What do you think is meant by the term ‘confidentiality’? What does it mean when
someone tells you something ‘in confidence’? Has there been a time in your life when you
told somebody something in confidence and later found you couldn’t trust them? Has there
been a time when you have heard gossip about someone or something they have done
which you felt they might not want spread around?
‘Confidentiality’ is another way of saying ‘secrecy’. Confidentiality requires trust. If someone
wants something to remain confidential, they want it to be kept a secret or treated as a
private matter. As someone who is privy to confidential information, no matter what it
might be, you are in a position of trust. As a first-aider this goes beyond your personal
needs. You are trusted not to divulge confidential information to anyone, unless directed by
management or given permission to do so by the patient.
You can breach confidentiality by:
 showing or giving records to people within or outside the workplace without
the patient’s written consent
 talking about patients or leaving records lying about
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  discussing a patient with someone over the telephone.

National Privacy Act

One of the most important pieces of legislation for the health industry is the National
Privacy Act. The Privacy Act (Private Sector) 2000, formally the Privacy Act 1988, includes
the 10 National Privacy Principles that became effective from December 2001. These
principles set the minimum standard that health service providers must abide by when they
collect, use, disclose and store patient information.
Whether you are working in the public sector or the private sector, if you are working with
patient records, either clinical or financial, you are legally obligated to observe
confidentiality and privacy of information according to the Privacy Act.

Privacy principles
Guidelines are to protect client rights and ensure that only essential information about the
client is collected.
1. Collect information directly from the client, except if:
a. the client agrees otherwise
b. the other information source also follows these principles.
2. Make sure the client knows whether it is compulsory or optional to give the
information.
3. Make sure the client knows the purpose for collecting the information.
4. Make sure the client knows who you usually pass information on to (and who
they usually pass it on to).
5. Make sure the client can look at and correct their information (unless the law
stops this), and the client knows this right.
6. Make sure the information is actually needed for your purpose.
7. Limit your use of the information to:
a. the purpose you collected it for
b. other purposes with the client’s consent
c. preventing harm to the client or someone else.
8. Make sure the information is accurate, up-to-date and complete.
9. Make sure the information is protected from unauthorised access.
10. Make sure the information is kept for no longer than necessary for the purpose
it was collected for.
11. Make sure that the information is only used or disclosed with the freely given,
clear written consent of the client if the information concerns their:
a. ethnic or racial origin
b. political opinions
c. religious or philosophical beliefs
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 d. trade union membership
e. health
f. sexual life.

INFORMATION SHEET NUMBER 3.2.2

APPLY BASIC FIRST AID TECHNIQUES

Kindly refer to First Aid Manual Book

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SELF CHECK 3.2.1

Give one (1) of the guidelines to protect client rights and ensure that only essential
information about the client is collected.

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ANSWER KEY 3.2.1

1. Collect information directly from the client, except if:

a. the client agrees otherwise
b. the other information source also follows these principles.

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 Contents
Book four of the labor code of the Philippines pertains to the health, safety and social
welfare of the employees in the workplace
Communication Skilss

Conditions
Mobile phone
Flags
Two-way radio
Reading materials: CBLM

Methodologies
Distance learning
Independent reading/learning
Assignment
Activity

LO3. COMMUNICATE DETAILS OF THE INCIDENT

Assessment Criteria
Appropriate medical assistance is requested using relevant communication media and
equipment.
Details of casualty’s condition and management activities are accurately conveyed to
emergency services/relieving personnel.
Reports to supervisors are prepared in a timely manner, presenting all relevant facts
according to established company procedures.

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INFORMATION SHEET NUMBER 3.3.1
COMMUNICATE DETAILS OF THE INCIDENT

BOOK FOUR OF THE LABOR CODE OF THE PHILIPPINES pertains to the

HEALTH, SAFETY AND SOCIAL WELFARE of the employees in the workplace.

This acts listed below have introduced significant changes to the health,
safety and social welfare benefits of all workers. Thus, relevant provisions of
these laws are included under Book 4 of the Labor Code.
Republic Act No. 8282 or the “Social Security System act of 1997”

Republic Act No. 8291 or the “Government Service Insurance System

act of 1997”
Republic Act No. 7699 or the “Limited Portability Scheme”
Republic Act No. 7875 or the “National Health Insurance act of 1995”
Republic Act No. 7742 or the “Pag-IBIG Fund”

Republic Act No. 8425 or the “Social Reform and Poverty Alleviation
Act”

These are a number of policies that pertain to the occupational health and
safety of people in the workplace. These policies are promulgated by the
Occupational Health and Safety Center (OHSC) under the Department of
Labor and Employment. Among These policies are:

National Workplace Policy on STD/HIV/AIDS

Implementing Rules and Regulations on STD/HIV/AIDS

List of Hazardous Work of Children

Safety in Construction Industry

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 Substance/Drug Abuse
Policy for Tuberculosis Control in the Philippines

Department Order 47-03: guidelines on SARS Prevention and Control

in the Workplace

WASTE MANAGEMENT

Ecological Waste Management – the proper handling of the things we throw

away in a manner that does not harm anyone or anything, be it human,
animal or environment.

Waste Management – is the collection, transport, processing, recycling or

disposal of waste, materials, usually produced by human activity, in an effort
to reduce their effect on human health or local aesthetics or amenity. A sub
focus in recent decades has been used to reduce the effect of waste
materials on the natural world and the environment and to recover resources
from them.

Waste management can involve solid, liquid or gaseous substances with

different methods and fields of expertise for each.

The Waste Hierarchy

Refers to the “3 R’s” reduce, reuse and recycle, which classify waste
management strategies according to their desirability in terms of
wast minimization.
Remains to cornerstone of most waste minimization strategies.

The aim is to extract the maximum practical benefit from products

and to generate the minimum amount of waste.

Presidential Decree (PD) 1152, “ the Philippine Environment Code”

Took effect in 1977, provides a basis for an integrated waste

management regulations starting from waste source to methods of
disposal.

Have further mandated specific guidelines to manage disposal waste

(solid and liquid), sanitary landfill and incineration, and disposal sites
in the Philippines.
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Republic Act (RA) 6969, “Toxic Substances, Hazardous and Nuclear Waste
Control Act”
Was enacted by the Philippines Congress in 1990

A law designed to respond to increasing problems associated with

toxic chemicals and hazardous nuclear wastes.
Mandates Control and Management of import, manufacture, process,
distribution, use, transport, treatment and disposal of toxic
substances and hazardous and nuclear wastes in the country.

Seek to protect public health and the environment from

unreasonable risks posed by these substances in the Philippines.

PRACTICING OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

Apart from the basic policy rules and regulations of RA 6969,

hazardous waste management must also comply with the requirements of
other specific environmental laws, such as PD 894 (Pollution Control Law) and
RA 9003 (Ecological Solid Waste Management Act) and their implementing
rules and regulations.

Remember:
Segregate waste = Resources
Mix waste = Garbage

To reduce waste…

Safety Regulations may include but not limited to:

Clean Air Act
Building Code
National Electrical and Fire Safety Codes
Waste Management Statutes and Rules
Philippine Occupational Health and Safety Standards
DOLE regulations on safety legal requirements
ECC regulations
Basic Life support/CPR
First Aids
Spoilage Control
Decontamination of Chemical and Toxic
Disaster preparedness/management

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SELF CHECK 3.3.1

What are those relevant provisions of laws that are included under Book 4 of the
Labor Code that changes to the health, safety and social welfare benefits of all
workers?

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ASWER KEY 3.3.1

Republic Act No. 8282 or the “Social Security

System act of 1997”

Republic Act No. 8291 or the “Government Service

Insurance System act of 1997”
Republic Act No. 7699 or the “Limited Portability Scheme”
Republic Act No. 7875 or the “National Health Insurance act of 1995”
Republic Act No. 7742 or the “Pag-IBIG Fund”

Republic Act No. 8425 or the “Social Reform and Poverty Alleviation
Act”

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UNIT OF COMPETENCY : MAINTAIN HIGH STANDARDS OF PATIENT SERVICES

MODULE TITLE : MAINTAINING HIGH STANDARDS OF PATIENT SERVICES

MODULE DESCRIPTION : This unit covers the knowledge, skills and attitudes
required in the maintenance of high standards of patient
services.

NOMINAL DURATION : 4 hours

QUALIFICATION LEVEL : NC II

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module, the trainee/student must be able to:

LO1. Communicate appropriately with patients

LO2. Establish and maintain good interpersonal relationship with patients

LO3. Act in a respectful manner at all times

LO4. Evaluate own work to maintain a high standard of patient service

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Assessment Criteria
Effective communication strategies and techniques are identified and used to achieve best
patient service outcomes.
Complaints are responded to in accordance with organizational policy to ensure best service
to patients.
Complaints are dealt with in accordance with established procedures.
Interpreter services are accessed as required.
Action is taken to resolve conflicts either directly, where a positive outcome can be
immediately achieved, or by referral to the appropriate personnel.
Participation in work team is constructive and collaborative and demonstrates an
understanding of own role.

Contents
Customer relations
Most Basic and powerful body language signal

Conditions
Reading materials: CBLM
Writing materials: Pen/Paper

Methodologies
Distance learning
Independent reading/learning
Activity

Assessment Methods
Interview/oral examination

LO1. COMMUNICATE APPROPRIATELY WITH PATIENTS

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INFORMATION SHEET NUMBER 4.1.1
COMMUNICATE APPROPRIATELY WITH PATIENTS

CUSTOMER RELATIONS
Customers are the life and blood of the blood of food service
business. To ensure continuous patronage, their satisfaction must be
sustained. They always deserved preferential, prompt and consistent
attention.
Dining staff must see to it that every customer is a satisfied customer who
finds his dining experience pleasurable and rewarding so that he/she will
come back for a repeat patronage. No matter how good the food the
ambiance is, if the customer is traumatized or dissatisfied with the service
and the behavior of the staff, he/she may not come back. He may even tell
his friends about his bad experience in the restaurant and they too could be
discourage form patronizing the restaurant.
A satisfactory customer service does not only pay attention to
technical procedures of service. The graciousness, warmth and basic that
accompany the service are often what matter most. A customer maybe
served the best food in town and perfectly in accordance with the service
standards but if the service is so stiff, without a smile and gracious greetings,
and worst with irritating gestures, then the dining experience will still be
unpleasant if not traumatic to the customer.
To maximize customer satisfaction, it is therefore important for
service staff to satisfy both the procedural(technical) and the personal;
dimension of service. The procedural dimension provide the system needed
for achieving consistency and efficiency of service of service while the
personal dimension bring the personal touch that makes the guest feel highly
valued, accepted and appreciated. It comes with a gracious smile, magic
expression and other ways of building and maintaining the goodwill of
customers.

Verbal and Non-verbal Communication

VERBAL COMMUNICATION – use of words (spoken/written).

NON-VERBAL COMMUNICATION – uses all forms of communication
except words.

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 Sounds – laughing, crying, sighing and
moaning Body language – mannerisms
and gestures
(Appearance, facial expressions, eye contact, posture,
movement and touch)

C. VERBAL COMMUNICATION
Largely conscious, because people choose the words they use.
Words used vary among individuals according to culture,
socioeconomic background, age and education.
Wide variety of feelings can be conveyed when talking.
Intonation of the voice can express animation, enthusiasm,
sadness, annoyance or amusement.
Ex. Intonation heard when people say “hello” or “good morning.”
Monotonous rhythms or very rapid rhythms can be products
of lack of energy or interest, anxiety or fear.

NON-VERBAL COMMUNICATION
Is made up of messages transmitted by our facial expressions
and the way we move. Our body language and our attitude are
important when we are communicating with guests.
Called body language.
It include gestures, body movements, and physical
appearance, including adornment
Majority of communication is nonverbal.
Often tells others more about what is actually said, because
nonverbal behavior is controlled less consciously than verbal
behavior.

You should:
Always make eye contact with the guest and smile
Use a pleasant tone of voice
Use hand gestures that accord with what you say

Maintain a distance that shows that you are listening attentively to the guest
without being too close or too far away.

DEFINITION OF TERMS

gesture - a motion of the limbs or body made to express

thought or to emphasize speech.
the act or remarks made as a formality or as a sign of
Intentions or attitudes.
Communication - the exchange of thoughts, messages or information.

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 customer - one who buys goods or services

farewell - used to express an acknowledgement of parting

comportment - bring together
exigencies - urgent requirement
tiddling - tamper
averted - to ward off; prevent
gaze - to look steadily and with fixed attention.
deceit - trick
disbelief - to refuse to believe
embellish - to make beautiful as by ornamentation

Most Basic and Powerful Body Language Signal

Crossing his/her arms across the chest.

Consistent eye contact can indicate that a person is thinking positively

of what the speaker is saying.

An averted gaze that often indicates disbelief.

Touching the ear or scratching the chin.

Boredom is indicated by the head tilting to one side, or by the eyes

looking straight at the speaker but becoming slightly unfocused.

Posture or extended eye contact, to indicate interest

Touching the face during conversation can sometimes indicate deceit
on the act of withholding information.

Dusting one off.

Brush oneself as an act of “cleaning” him/herself.

Modes of Bidding Farewell

Waving of hands
Smiling
Kissing/Hugging

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SELF CHECK 4.1.1

1. What are the two forms of communications? Explain

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ANSWER KEY 4.1.1

What are the two forms of communications?

VERBAL COMMUNICATION – use of words (spoken/written).

NON-VERBAL COMMUNICATION – uses all forms of

communication except words.

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 Assessment Criteria
Rapport is established to ensure the service is appropriate to and in the best interests of
patients.
Effective listening skills are used to ensure a high level of effective communication and
quality of service.
Patient concerns and needs are correctly identified and responded to responsibility and
accordingly established procedures and guidelines.
Effectiveness of interpersonal interaction is consistently monitored and evaluated to ensure
best patient service outcomes.

Contents
Listening skills

Conditions
Reading materials: CBLM

Methodologies
Distance Learning
Independent reading/learning
Assignment

Assessment Methods
Interview/oral examination
LO2. ESTABLISH AND MAINTAIN GOOD INTERPERSONAL RELATIONSHIP WITH PATIENTS

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INFORMATION SHEET 4.2.1

ESTABLISH AND MAINTAIN GOOD INTERPERSONAL RELATIONSHIP WITH

PATIENTS

Listening is the ability to accurately receive and interpret messages in the communication
process

Listening is key to all effective communication. Without the ability to listen effectively,
messages are easily misunderstood. As a result, communication breaks down and the
sender of the message can easily become frustrated or irritated.

If there is one communication skill you should aim to master, then listening is it.

Listening is so important that many top employers provide listening skills training for their
employees. This is not surprising when you consider that good listening skills can lead to
better customer satisfaction, greater productivity with fewer mistakes, and increased
sharing of information that in turn can lead to more creative and innovative work.

Many successful leaders and entrepreneurs credit their success to effective listening skills.
Richard Branson frequently quotes listening as one of the main factors behind the success of
Virgin.

Effective listening is a skill that underpins all positive human relationships

Spend some time thinking about and developing your listening skills – they are the building
blocks of success.

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Good listening skills also have benefits in our personal lives, including:

A greater number of friends and social networks, improved self-esteem and confidence,
higher grades at school and in academic work, and even better health and general well-
being.

Studies have shown that, whereas speaking raises blood pressure, attentive listening can
bring it down.

Listening is Not the Same as Hearing

Hearing refers to the sounds that enter your ears. It is a physical process that, provided you
do not have any hearing problems, happens automatically

Listening, however, requires more than that: it requires focus and concentrated effort, both
mental and sometimes physical as well.

Listening means paying attention not only to the story, but how it is told, the use of
language and voice, and how the other person uses his or her body. In other words, it
means being aware of both verbal and non-verbal messages. Your ability to listen effectively
depends on the degree to which you perceive and understand these messages.

Listening is not a passive process. In fact, the listener can, and should, be at least as engaged
in the process as the speaker. The phrase ‘active listening’ is used to describe this process of
being fully involved.

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The Purpose of Listening

There is no doubt that effective listening is an extremely important life skill. Why is listening
so important?

Listening serves a number of possible purposes, and the purposeof listening will depend on
the situation and the nature of the communication:

To specifically focus on the messages being communicated, avoiding distractions and

preconceptions.

To gain a full and accurate understanding into the speakers point of view and ideas.

To critically assess what is being said. (See our page on Critical Thinking for more).

To observe the non-verbal signals accompanying what is being said to enhance

understanding.

To show interest, concern and concentration.

To encourage the speaker to communicate fully, openly and honestly.

To develop an selflessness approach, putting the speaker first.

To arrive at a shared and agreed understanding and acceptance of both sides views.

Often our main concern while listening is to formulate ways to respond. This is not a
function of listening. We should try to focus fully on what is being said and how it's being
said in order to more fully understand the speaker.

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SELF CHECK 4.2.1

Give one purpose of listening?

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ANSWER KEY 4.2.1

To gain a full and accurate understanding into the speakers point of view and ideas.

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Assessment Criteria
Respect for differences is positively, actively and consistently demonstrated in all work.
Confidentiality and privacy of patients is maintained.
Courtesy is demonstrated in all interactions with patients, visitors, carers and family.
Assistance with the care of patients with challenging behaviors is provided in accordance
with established procedures.

Contents
Understanding the basic needs of the client
Good working attitude and pleasant approach

Conditions
Reading materials: CBLM

LO3. ACT IN A RESPECTFUL MANNER AT ALL TIMES

Methodologies
Distance Learning
Independent reading/learning
Assignment

Assessment Methods
Interview/ oral examination

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INFORMATION SHEET 4.3.1

ACT IN A RESPECTFUL MANNER AT ALL TIMES

Identify Needs of the Patient

Understanding the basic needs of the client

Need to be understood
the message they send should be interpreted correctly

Need to feel welcomed

anyone doing business with you who feels like an outsider will not
come back.
-people need to feel you are happy to see them and that their
business is important to you

Need to feel important

ego and self-esteem are powerful human needs
we all like to feel important. Anything you can do to make a guest
feel special is a step in the right direction

Need for comfort

customers need physical comfort, a place to wait, rest, or do
business. They also need physiological comfort, the assurance that they will
be taken care of properly and the confidence that you will meet their
needs.

Good Working Attitude and Pleasant Approach

An attitude is a state of mind that influences feelings, thoughts and

action tendencies.
The attitude you send is usually the attitude you get back.
Most service employees fall because of attitude. If you don’t get
customers first the game is over before it begins.
The attitude you project to others depends primarily on the way you
look at your job.

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 Your Appearance

Create a positive first impression.

First impressions are critical because there may be no opportunity for
a second impression.
Like an act or actress, interacting with others requires you to be on
stage at all times. It is also important to understand that there is a
direct correlation between how you look at yourself and attitudes.
The more positive you are when you encounter costumers, the better

B. Body Language (Body Language Checklist)

Do you hold your head high and steady?

Do your arms move in a natural unaffected manner?
Are your facial muscles relaxed and under control?
Do you find it easy to maintain a natural smile?
Is your body movement controlled, neither hurried nor too casual?
Do you find it easy to maintain eye contact with people you are
talking to?
C. SOUND OF YOUR VOICE

The tone of your voice, or how you say something, is more important
than the words you use.
The tone of your voice you use may mean the difference between

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Client is a King, make the right move

Different personalities and characteristic of each individual is unique, same as

the customer. Here are some terms for each client that you may encounter
everytime you give or rendered your service.

ARROGANT CLIENT
a person who seems to have mastered the art of keeping their head up high
in anything does they say. They may be looking rich or likewise somebody
who seemingly looks down at other around them. You can actually feel a lot
of cold wind blowing at your face when dealing this type of client.

BORING CLIENT
you will not be able to identify they type until the business conversation
begins. The sale or the service cannot start you lending an ear over her life
story—something that you may not want to hear at all as you are marking
time to close a sale nor to sell products.

CELEBRITY CLIENT
-they are basically a socialite by description. Maybe a movie or television
personality, a politician, or a politician’s spouse or mistress. Most of the time
they accompanied by escort. They may have money or the platinum credit
card to buy merchandise, but may turn out to be a tough client to deal with
before a sale can be concluded

IMPATIENT AND DEMANDING CLIENT

they maybe a typical businessman/woman, a highly place business executive
or a rich people with bad attitude as they say. They don’t want to repeat
when giving an order or wants. They are the client who get easily irritated
and sometimes saying something rude to person in-charge of giving services.

ECCENTRIC CLIENT
this type of client always in their manner while talking to you. They are the
one who always look in the mirror or anything where they can see their
features while talking to you. They are also very observant as how you look at

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them during your business conversation, and they also show some
resentment if you are unable to please or praise them.

NITPICKY CLIENT
they are very meticulous about what you say and how. They are good in
noticing flaws of the service you will give.

HOW CAN YOU WIN OVER THEM?

Each client have their own characteristics that poses a challenge to anyone
that will give a service.

The chart below can be a good plan or idea to a salesperson on how to

pleased them and win their heart to avail your products or service.

TYPE OF RECOMMENDED APROACH

CUSTOMER
Arrogant Have a big smile and pleasant disposition during
your customer interaction. Look “subservient”. Do a
lot of suggestive selling particularly on the high-end
products or service offers for their selection. Praise
them for their eventual choice.
Boring Be a very good listener. Ask a lot of questions. If the
customer takes a while to make a decision, give
them time to let them think and come back to her in
about 5-10 minutes. Be watchful from afar so that
you can go back if you see that they are ready to
make up an order even before the time is up
Celebrity Handle with utmost care and importance. After
asking what this customer type plans to purchase,
bring all your best items or suggest your best
merchandise which would you believe will be
favorably considered. Listen to any negative
comments that they may have, and correct
perception if necessary or provide alternative. Don’t
forget to wear your big smile.
Impatient and You need to repeat what has been said as a way of
Demanding confirming that you understand what the customer
says.
Eccentric Be quick to realize what eccentric traits that is
visible. Do suggestive selling if there are struggling
with their selection.
Nitpicky Provide outmost comport and conveniences in

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 serving this customer with a big smile.

SELF CHECK 4.3.1

What are the different types of customer and explain

what solution do you need to win their heart during in
dealing with them?

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ANSWER KEY 4.3.1

TYPE OF RECOMMENDED APROACH

CUSTOMER
Arrogant Have a big smile and pleasant disposition during
your customer interaction. Look “subservient”. Do a
lot of suggestive selling particularly on the high-end
products or service offers for their selection. Praise
them for their eventual choice.
Boring Be a very good listener. Ask a lot of questions. If the
customer takes a while to make a decision, give
them time to let them think and come back to her in
about 5-10 minutes. Be watchful from afar so that
you can go back if you see that they are ready to
make up an order even before the time is up
Celebrity Handle with utmost care and importance. After
asking what this customer type plans to purchase,
bring all your best items or suggest your best
merchandise which would you believe will be
favorably considered. Listen to any negative
comments that they may have, and correct
perception if necessary or provide alternative. Don’t
forget to wear your big smile.
Impatient and You need to repeat what has been said as a way of
Demanding confirming that you understand what the customer
says.
Eccentric Be quick to realize what eccentric traits that is
visible. Do suggestive selling if there are struggling
with their selection.
Nitpicky Provide outmost comport and conveniences in
serving this customer with a big smile.

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 Assessment Criteria
Advice and assistance is received or sought from appropriate sources on own
performance.
Own work is adjusted, incorporating recommendations that address performance
issues, to maintain the agreed standard of patient support.
Contents
Patients’ rights and obligation

Conditions
Reading material: CBLM

LO4.
Methodologies
Distance learning
Independent reading/learning
EVALUATE OWN WORK TO MAINTAIN A HIGH STANDARD OF PATIENT
Assessment Methods
Interview/ oral examination
SERVICE

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INFORMATION SHEET 4.4.1

EVALUATE OWN WORK TO MAINTAIN A HIGH STANDARD OF PATIENT SERVICE

Patient Rights & Obligations

YOUR RIGHTS AS A PATIENT

As a patient at Makati Medical Center, we strive to keep you well informed, encourage
participation in your treatment choices, and promote continuous open communication with
your health care team. As a patient and partner, we encourage you to learn about patient
rights and responsibilities during your stay at our hospital.

(World Medical Association Declaration of Rights of the Patient – Adopted from the 34th
World Medical Assembly Lisbon, Portugal, September/October 1981 and amended by the
47th General Assembly Bali, Indonesia, September 1995 and Magna Carta of Patient’s Rights
and Obligations of 2008- Senate Bill 2371)

1. Right to Good Quality Health Care and Humane Treatment

Every person has a right to a continuity of good quality Health Care without
discrimination and within the limits of the resources, manpower and competence
available for health and medical care. In the course of such care, his human dignity,
convictions, integrity, individual needs and culture shall be respected.

2.Right to Dignity
The Patient's dignity, culture and value shall be respected at all times in medical care
and teaching. Likewise, terminally ill patients shall be entitled to humane terminal
care to make dying as dignified and comfortable as possible.

3. Right to choose his Physician/ Health Institution

The Patient is free to choose the services of a physician or health institution of his

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choice except when he chooses to be confined in a charity ward. In this case, the
attending physician shall be the consultant under whose service the patient was
admitted as appearing in the Doctor’s Order Sheet of the Medical Record. The Patient
shall have the right to seek a second opinion and subsequent opinions, if necessary,
from another physician or health institution, and to change his physician or health
institution.

4. Right to Informed Consent

The Patient has a right to self- determination and to make free decisions regarding
himself / herself. However, the attending physician shall inform the Patient of the
consequences of his/her decisions.

a. Rights of Unconscious Patients

If the patient is unconscious or otherwise unable to express his/her will,
informed consent must be obtained whenever possible, from a legally entitled
representative.

If a legally entitled representative is not available, and a medical intervention is

urgently needed, consent of the patient may be presumed, unless it is obvious
and beyond doubt on the basis of the patient’s previous firm expression or
conviction that he/she would refuse consent. In all cases, a physician always
strives to save the life of a patient unless a prior explicit written document
states otherwise (Do Not Resuscitate).

b. Rights of Legally Incompetent Patient

If a patient is a minor or otherwise legally incompetent, the consent of a legally
entitled representative is required. Nevertheless, the patient must be involved
in the decision making to the fullest extent allowed by his/her capacity or
circumstance.

If a legally incompetent patient can make rational choices, decisions must be

respected and he/she has the right to forbid disclosure of information to his/her
legally entitled representative.
If the patient’s legally entitled representative, (a person authorized by the
patient), forbids treatment which is, in the opinion of the physician, in the
patient’s best interest, the physician should challenge this decision before the
proper forum. In case of emergency, the physician will act in the patient’s best
interest.

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 c. Procedures against the Patient’s Will
Diagnostic procedures or treatments against the patient’ s will can be carried
out only in exceptional cases, if specifically permitted by law and conforming to
the principles of medical ethics. In such cases, informed consent is secured from
next-of-kin whenever possible.

5. Right to Refuse Diagnostic and Medical Treatment

The Patient has the right to refuse diagnostic and medical treatment procedures,
provided that the following conditions are satisfied;

 The Patient is of legal age and is mentally competent;

 The Patient is informed of the medical consequences of his/her refusal;
 The Patient releases those involved in his care from any obligation relative to the
consequences of his/her decision; and
 The Patient's refusal will not jeopardize public health and safety.
6. Right to Refuse Participation in Medical Research
The Patient has the right to be advised of plans to involve him/her in medical research that
may affect the care or treatment of his/her condition. Any proposed research shall be
performed only upon the written informed consent of the Patient.

7. Right to Religious Belief and Assistance

The Patient has the right to receive spiritual and moral comfort, including the help of a
priest or minister of his/her chosen religion. He/ she also has the right to refuse medical
treatment or procedures which may be contrary to his religious beliefs, subject to the
limitations described in number 5.

8. Right to Privacy and Confidentiality

The patient has the right to privacy and protection from unwarranted publicity. The right to
privacy shall include the patient's right not to be subjected to exposure, private or public,
either by photography, publications, video-taping, discussion, or by any other means that
would otherwise tend to reveal his person and identity and the circumstances under which
he was, he is, or he will be, under medical or surgical care or treatment.

9. Right to Disclosure Of, And Access To, Information

In the course of the patient's treatment and hospital care, the Patient or his/her legal
guardian has the right to be informed of the result of the evaluation of the nature and
extent of his/her disease. Any other additional or further contemplated medical treatment
on surgical procedure or procedures, shall be disclosed and may only be performed with the
written consent of the patient.
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10. Right to Health Education
Every patient has the right to health education that will assist him/her in making informed
choices about personal health and about available health services. The education shall
include information about healthy lifestyles and about methods of prevention and early
detection of illnesses. The personal responsibility of everybody for his own health should be
stressed.

11. Right to Correspondence and To Receive Visitors

The Patient has the right to communicate with his/her relatives and other persons and to
receive visitors. MMC visitation guidelines are implemented considering the benefit of
visitation to the patient; impact of visitation on patient care and the safety and security of
patients, visitors and all healthcare workers.

12. Right to Medical Records

Makati Medical Center and the physician shall ensure and safeguard the integrity and
authenticity of the medical records. The Patient, upon his/her request, is entitled to a
medical certificate and clinical abstract. He/she has the right to view, and obtain an
explanation of, the contents of his/her medical records from the attending physician, except
for psychiatric notes and other incriminating information obtained about a third party. Any
relevant document that the Patient may require for insurance claims shall be made available
to him within a reasonable period of time.

13. Right to Leave Against Medical Advise

The Patient has the right to leave Makati Medical Center regardless of his/her physical
condition, Provided, That:
 He/she is informed of the medical consequences of his/her decision;
 He/she releases those involved in his/her care from any obligation relative to the
consequences of his/her decision; and
 His/her decision will not prejudice public health and safety
14. Right to Express Grievances
Every Patient has the right to express valid complaints and grievances about the care and
services received and to know the disposition of such complaints.

15. Right to be informed of His Rights and Obligations as a Patient

Every Patient has the right to be informed of his/her rights and obligations as a Patient. It
shall also be the duty of Makati Medical Center to inform Patients of their rights as well as
Makati Medical Center’s rules and regulations that apply to the conduct of the Patient while
in the care of such institution.

YOUR OBLIGATIONS AS A PATIENT

Date Prepared Issued by:

June 2019 ST. JOHN REGIS
CAREGIVING INSTITUTE INC. Page178
NC II Developed by: Revision # 1
Cristina Rodriguez
As a patient at Makati Medical Center, you and/or your representative are expected to—for
optimal and appropriate care:

1. Know and exercise your rights as a patient responsibly and reasonably.

2. Report to your doctor any unexpected change(s) in your condition or symptoms.

3. Ask questions when you do not understand what your doctor or other members of your
health care team tell you about diagnosis or treatment and its cost. You should inform your
doctor if you anticipate problems in following prescribed treatment and you are considering
alternative therapies (may interfere or interact with care).

4. Understand and accept the consequences of your informed consent. If you refuse the
treatment or advice of the healthcare provider, you must accept the consequences of such
decision and relieve the healthcare provider of any liability as a result of the exercise of your
right to self-determination.

5. Provide complete and accurate information for insurance claims and work with the
hospital’s Credit Billing and Collection staff to ensure payment settlement.
 Know your health insurance coverage and related policies concerning required pre-
approvals, covered services, admissions, and the hospital and doctors covered by your
insurance provider.
 Pay your hospital and physician bills in a timely manner.
 Ask questions from your insurance company or the hospital’s Billing Services if there is
a financial issue that you do not understand.
6. Maintain a state of wellness and refrain from indulging in unhealthy lifestyle that has
adverse impact on your health.

7. Provide complete and accurate information about your health, including present
condition, past illness(es), hospitalization(s), medication(s), natural products and vitamins,
and any other matter that pertains to your health.

8. Provide complete and accurate information including your full name, address, home
telephone number, date of birth, insurance provider, and employer, when it is necessary.

9. Provide your doctor or the hospital with a copy of your Advance Directive if you have one
and want it to apply during your admission.

10. Ask your doctor or nurse what to expect regarding pain and pain management plan. You
should tell your doctor or nurse on any concerns about taking pain medication.

Date Prepared Issued by:

June 2019 ST. JOHN REGIS
CAREGIVING INSTITUTE INC. Page179
NC II Developed by: Revision # 1
Cristina Rodriguez
11. Respect the physician’s decision to choose whom he/she will treat and his/her religious
beliefs. Exercise transparency on all communications between you and your physician.

12. Abide by all hospital rules and regulations.

 Comply with the NO SMOKING policy.
 Comply with Visiting Hours and policies to ensure the rights and comfort of all
patients. Be considerate of noise levels, privacy and safety. Weapons are prohibited
inside hospital premises.
 Treat hospital staff, other patients, and visitors with courtesy and respect.
 Cooperate and participate with your healthcare providers and trainees that may be
involved the care process.
 Direct your complaints or questions, to the hospital's Patient Relations department
through [email protected].
 Leave valuables at home and bring only items necessary during your hospital stay.

Date Prepared Issued by:

June 2019 ST. JOHN REGIS
CAREGIVING INSTITUTE INC. Page180
NC II Developed by: Revision # 1
Cristina Rodriguez
SELF CHECK 4.4.1

Enumerate at least 5 rights of a patient

Date Prepared Issued by:

June 2019 ST. JOHN REGIS
CAREGIVING INSTITUTE INC. Page181
NC II Developed by: Revision # 1
Cristina Rodriguez
ANSWER KEY 4.4.1

1. Right to Good Quality Health Care and Humane Treatment

2.Right to Dignity
3. Right to choose his Physician/ Health Institution
4. Right to Informed Consent
5. Right to Refuse Diagnostic and Medical Treatment

Date Prepared Issued by:

June 2019 ST. JOHN REGIS
CAREGIVING INSTITUTE INC. Page182
NC II Developed by: Revision # 1
Cristina Rodriguez