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Imagine Education
Student Assessment Cover
Sheet

Course Code CHC33015 Course Name Certificate III in Individual Support (Ageing)
Unit Code CHCCOM005 Unit Name Communicate and work in health or
Community services

Due Date ________________ Assessment Name Theory Assessment Workbook

Student No. ________________ Student Name _____________________________

Student Phone ________________ Student Email _____________________________

Student Declaration
I declare that this assessment is my own work and where my work is supported by documents from my workplace
placement/employer permission has been granted.

Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed
and dated.

Student Signature ______________________________________________________________

Office Use Only

Date/s Received: ___/___/___ ___/___/___ ___/___/___

Date/s Assessed: ___/___/___ ___/___/___ ___/___/___

Result of Assessment: ___________ ___________ ___________

Entered on Training Plan Moderation Signature

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 Imagine Education
Theory Assessment Workbook

Course Code and Name: CHC33015 Certificate III in Individual Support (Ageing)
Unit Code: CHCCOM005
Unit Title: Communicate and work in health or community services

For this assessment you are required to answer all of the questions. You are permitted to research the
answers by reading your text book, theory notes and accessing the internet. If more room is needed
label each task with the question number and use headings or dot points to make your work clear for
your trainer and assessor.

Please follow the Referencing Guide contained on your Course handbook.

Please attach a student assessment cover sheet to each unit submission. You must complete the cover
sheet in full detail.

Written Activity 1.1

Task 1

For this task you are to write an information guide for new employees about communicating effectively in the
health and community services industry. In your guide you will need to include information on the following
topics:

 Effectively communicate with people

 Collaborating with colleagues

 Constraints to communication and strategies to address them

 Reporting requirements

 Workplace correspondence and documentation

 Continuous improvement

ATTACH THE DOCUMENT to this assessment

(Document 1)- Employee guide

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Task 2

Read the following care plan and then complete the documentation, imagining that you have just completed
cares for Mr. Pleva.

Mr. Jerry Pleva is a new admission to your facility and arrived last week on your day off. This is the first time that
you will be caring for him and you need to read his care plan before you go and assist him.

Jerry Pleva is a 77-year-old widower and a new client of Rose Valley Care. Jerry appears to have settled
well after struggling with independent care for the last two years following prostate cancer and a hip
replacement. He has recovered well from chemotherapy but has mobility problems after his hip
operation. He tends to be forgetful and keeps a diary to remind him when his family are visiting. He is
mentally alert, and is an active member of the community chess club.

You read the care plan and then go to his room to start with daily care for Jerry.

Individualised Care Plan

Name: Jerry Pleva Date of birth: 21/12/1939

Room no: 12 Date of admission: 25/01/2016

Care alerts (write in red)

N/A

Preferred name: Jerry

Care needs

Problem Aids Intervention Goal

Vision

Wears glasses  Keep clean  Maintains vision

 In case at night  Optometrist yearly

Hearing

Profound deafness Digital hearing  Check hearing aid is  hearing aid worn daily
in right ear, some aid right ear clean  Check for ear wax
hearing loss in left  Assist to insert
ear hearing aid

Communication

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Problems due to Hearing aid  Face client  Maintain good communication
deafness  Speak clearly
 Use good body
language
 Check for
understanding
Mobility

Unsteady gait Walker  Requires one to  Maintain present level of independence

assist  Maintain safety
High risk of falls  Non-slip footwear
 Mobilise with
Hip replacement
walker
(2014)  falls assessment
6/12
 Attends physio
exercise group
Mon/Wed/Fri
Toileting and continence

Dribbling urinary  Toilet schedule  Maintain dignity

incontinence every two hours
 Wears pads day and
(prostate cancer) night
 Uses urinal at night
 High fibre diet
 Encourage fluid
intake
 Chart and record
bowel action
Bowels  Takes aperients if
required
Showering

Shower chair/one Shower chair  Set up and assist  Maintain privacy

to assist and grab rails  Prefers male staff to  Maintain independence
assist  Maintain personal hygiene

Dressing and grooming

Set up clothes and Electric shaver  maintain independence

assist  maintain appearance
Long shoe horn
Shaves
Shoes with
independently
Velcro
fastenings

Foot and nail care

Podiatrist visits  Podiatrist to cut Ensure client knows when podiatrist comes

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6 /52 nails

Oral care

Own teeth electric  Check batteries in Maintain good oral hygiene

toothbrush toothbrush regularly
 Cleans teeth
morning and night

Rest and sleep

Afternoon nap  Check bed height Ensure he maintains preferred routine

and locks
Settles at 9pm  Ensure buzzer handy Ensure sufficient rest not to interfere with
night time sleep patterns

Behaviour

Mentally alert Remind/  Keeps a diary of visit

prompt times of family
Can be forgetful  Keeps a calendar

Nutrition

Shellfish allergy Remind/  Normal diet  Weekly weigh

prompt

Skin care

Dry skin on arms  Uses sorbolene daily  Maintain skin integrity

and legs after shower

Social needs

Family outing Wheelie  Paints regularly  Maintain socialisation

weekly on walker  Active member of
Saturday (09-1700) community chess
club
 Goes to weekly
reading group

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Religion/spirituality

Anglican  local Anglican  Maintain spiritual practice

minister visits
weekly
 Attends church
Easter and Christmas
Other comments

As at 25.01.2016 – nothing to record

Date care plan evaluated Signature

Upon admission, 25.01.2016 C.Brown RN

Entered in progress notes Date

Signed: C.Brown

Print name: Charlie Brown

Position title: Registered Nurse

Review date: every 3 months

1. Now that you have completed your cares for Mr. Pleva, record a progress note in the form
below. Imagine that today is Mr. Pleva’s daily weigh day, so include this in your note. A progress
note should discuss/sign off on all of the ADLs.

Document 2 – Progress notes

Date Progress notes

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Date Progress notes

1. The care support plan identifies

a) Client problems
b) Goals or expected outcomes
c) Intervention strategies in care and evaluation processes
d) All of the above

2. When using the care plan you are required to:

a) Read the care support plan

b) Follow instructions in the plan
c) Use information in the plan and if you are unsure ask your supervisor
d) All of the above

3. Observing changes in health status involves:

a) Good observation skills including sight, hearing and touch

b) Recognising what is not normal for client
c) Knowing what is normal for the client
d) All of above

Read the case study. Write down, or tell your trainer, your responses to the tasks.

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 Case study
85 year old, Mrs. Hay has slipped in her kitchen 15 minutes prior to your arrival. When you arrive
you find her on the floor and you need to perform basic first aid and assist Mrs. Hay to her armchair
to rest. She is calling out loudly and when you approach her to offer assistance she hits out at you,
causing a bruise on your jaw.
Later when Mrs. Hay is feeling better, you ask her if she knows what she slipped on. She tells you
the fridge has been leaking water on to the floor for the last couple of months and that she usually
puts a towel under the fridge to catch the water but this morning it seeped through the towel.

1. List the documents you need to complete. If necessary, refer to the documents in your workplace or
an organisation that you can research for ideas.
You have to complete an incident report or if applicable, include a hazard report form.

2. Outline the purpose of this documentation.

They provide a reminder of possible hazards. Reporting it provide a way to monitor potential problems
and root causes as they recur. Its purpose is also so that actions can be taken to improve care for the
client and for others who may be similar at risk.

3. What would you do with the documentation once you have completed it?
After competing the documentation, you have to endorse it to the supervisor or the manager. This also
depends on the organisation’s guidelines.

Written Questions

1. What are the different categories of communication?

Spoken or verbal communication Non-verbal communication

Written communication Visualisations

2. What can you do to communicate effectively with people?

To communicate effectively with people you should:

-use verbal and non-verbal communication to enhance understanding and demonstrate respect,
-communicate service information in a manner that is clear and easily understood,
-confirm the person’s understanding and listen to requests, clarify meaning and respond
appropriately, and
-exchange information clearly in a timely manner and within confidentiality procedures.

3. Write two examples each of open questions and closed questions

Open Question – example 1:

When did you start sleeping like this?

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 Open Question – example 2:
Why are you feeling this way?

Closed Question – example 1:

Did you always feel like this?

Closed Question – example 2:

Were you aware of feeling this way?

4. What can you do to collaborate with colleagues?

To collaborate with colleagues you should:

-listen to, clarify and agree timeframes for carrying out workplace instructions
-identify lines of communication between organisation and other services
-use industry terminology correctly in verbal, written and digital communications, and
-follow communication protocols that apply to interactions with different people and lines of
authority.

5. List six examples of industry terminology that you would use in verbal, written and digital
communications.

I. acute
II. benign
III. palliative care
IV. maintenance care
V. Ophthalmologist
VI. Do not resuscitate (DNR)

6. What can you do to address communication constraints?

To address communication constraints you should:

-identify early signs of potentially complicated or difficult situations and report according to
organisation procedures,
-identify actual constraints to effective communication and resolve using appropriate
communication strategies and techniques, and
-use communication skills to avoid, defuse ad resolve conflict situations.

7. Discuss two strategies to handle conflict and maintain a tension-free workplace.

Strategy 1:
Understand the situation. Few situations are exactly as they seem or as presented to you by
others. Before you try to settle the conflict, ensure you have investigated both sides of the
issue.
Strategy 2:
Focus on the problem, not the individual. Focus on identifying and resolving the conflict. Set
aside biases, assumptions, judgements, and personal perceptions.

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 8. What legislation Acts are relevant to community services?

 Adoption Act of 2000

 Children and young person (Care and Protection) Act 1998
 Community Services (Complaints, Reviews and Monitoring) Act 1993
 Community Welfare Act 1987

9. Who should you report any unresolved conflicts, breach or non-adherence to standard
operating procedures, or any issues impacting on the rights of you or your client to?

You should report any unresolved conflicts, breach or non-adherence to standard operating
precures, or any issues impacting on the rights of you or your client to:
-supervisor,
-appropriate personnel, or
-third party organisations.

10. What should you do to complete workplace correspondence and documentation?

To complete workplace correspondence and documentations you should:

-read workplace documents relating to role and clarify understanding with supervisor,
-complete documentation according to legal requirement and organisation procedures and
complete written and electronic workplace documents to organisation standards and Use clear,
accurate and objective language when documenting events, and
-follow organisation communication policies and procedures for using digital media.

11. List six different types of documentation you may encounter in community and health services.

I. Care plans
II. Case and progress notes
III. Incident reports
IV. Individualised plans
V. Appointments
VI. Financial statements and receipts

12. How can you contribute to continuous improvement in your workplace?

You can contribute to continuous improvement in your workplace by:

-contribute to identifying and voicing improvements in work practices,
-promote and model changes to improved work practices and procedures in accordance with
organisation requirements,
-seek feedback and advice from appropriate people on areas for skill and knowledge
development, and
-consult with manager regarding options for accessing skill development opportunities and
initiate action.
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