CHCADV001 Assessment event 1 Scenario 1

Unit code	CHCADV001
Assessment event 1 Scenario 1
Tafe NSW
  1. You will need to complete the answers to the scenario questions on this document for assessment event 1.
  2. This event is based on the scenario below and the policies and procedures on the intranet of the fictitious organisation - Indigo Community Services and Health Hub.
  3. Complete your answers on this document, save the file to your computer and follow the instructions to submit to the online area for this assessment event.
  4. You must also submit the completedResource List for event 1together with this document.

Scenario: Mrs. Ballesteros

Mrs. Ballesteros is a 39 year old mother of two children aged 7 and 5 years;she comes from a Non-English-Speaking Background (NESB) and her command of English is limited after coming through the refugee intake process.

Mrs. Manu, is a neighbour who has persistently encouraged Mrs. Ballesteros and her children to socialise with her and her children who are close in age. Mrs. Manu has also helped to sell some of Mrs. Ballesteros handmade children’s clothing, elaborate embroidery and crocheted lace to supplement her limited income. 

Mrs. Ballesteros’ husband was killed in a car accident 3 years ago. Since then, she has become withdrawn, has lost contact with friends and only briefly speaks to some of her neighbours. Shewas also recently informed by her doctor that she has breast cancer and her condition is serious. The doctorreferred Mrs. Ballesteros to a cancer specialist and urged her to attend the appointment that he has made for her later that day after collecting the children from school. She had no interpreter with her and so was unable to ask the doctor any questions or seek clarification. Mrs. Ballesteros rushed out of the surgery in tears

Mrs. Manu, noticedMrs. Ballesteros’distressed state as she arrives home and invites her in for coffee; all of the children are at school. Mrs. Manu comforts and supports Mrs. Ballesteros but is unable to completely understand as Mrs. Ballesteros herself does not understand the situation – all she knows is that the Doctor used the words ‘cancer’ and ‘bad’. Whilst having coffee with Mrs. Ballesteros the doctor’s Practice rings to confirm the specialist appointment but will not discuss any details with Mrs. Manu as she is not a direct relation.

Mrs. Manu offers to ring the Indigo Community Services and Health Hub for help. Mrs. Manu feels that Mrs. Ballesteros should make a complaint against the doctor making the specialist appointment without Mrs. Ballesteros’ express permission or providing an environment in which she can ask questions for such a significant health issue. 

You are the worker who takes the call from Mrs. Manu who explains the situation as she understands it.You agree to meet Mrs. Ballesteros in 1 hours’ time.

After the phone call you prepare for the visit.

Task

In the spaces provided answer the following questions as they relate to the scenario.

Some useful resources and links to various policies and procedures of the Indigo Community Services and Health Hub are linked below to provide you with industry guidelines to help justify or apply your answers. 

Useful resources

Scenario questions:

Answer the following questions.

Question

Your answer

1. Explain your understanding of the problem(s) from Mrs. Ballesteros' perspective.

Mrs. Ballesteros' inability to speak English has caused communication problem for her. She is suffering from breast cancer and has been referred to an oncologist. Owing to problems in communication, she could not clarify her doubts and was upset. Her neighbour, Mrs. Manu, comforts her and tries to confirm her appointment. However, staffs refuse to share any details with her, as Mrs. Manu was not a direct relative of Mrs. Ballesteros. Mrs. Manu informs Indigo Community Services and the doctors have breached Health Hub as she feels certain rights of informed consent. The other problem that has been identified from the scenario of Mrs. Ballesteros is lack of social support. The main problem that is faced by Mrs. Ballesteros is her communication barrier that makes her feel detached from the present society. She is at present suffering from cancer, and is incapable to comprehend the information that is provided to her by her healthcare service provider. Additional problems are financial crisis that she is facing, due to a lack of earning member in her family. Another problem is the absence of social and emotional care that she ought to receive from her family members and her children. As stated by Chibba (2015), the treatment of breast cancer requires lots of money that is also a reason for stress. However, the refusal of the staffs also made Mrs. Ballesteros feel at the terminal stage of her disease. 

2. Outline Mrs. Ballesteros' main needs.

Mrs. Ballesteros requires an interpreter to meet her needs regarding the communication. Furthermore, she also needs a professional caregiver to cater to her and her family (Osborne et al. 2016).

3. Considering the relationship between needs and rights, identify Mrs. Ballesteros’ rights that are being infringed on or not being met in the context ofthe Universal Declaration of Human Rights.

Based on the Universal Declaration of Human Rights, Mrs. Ballesteros has been denied the right of informed consent, under the Mental Health Act 2015. The act states that every human has the right to get equal treatment and service in the society. The article 16 states every person has the right to marry and form a family (Kitching et al. 2015). Mrs. Ballesteros also has the same right according to the act. The article 25 of this act discusses that every person from the population has the right to get an adequate standard of lifestyle. Mrs. Ballesteros also has the right to choose her lifestyle, which she wanted to live.

4. Briefly describe what empowerment and disempowerment mean within the context of human rights and how this relates to Mrs. Ballesteros’ situation.

Empowerment refers to the ability of Mrs. Ballesteros in the present situation. She must be empowered with communication skills and an interpreter to carry out the daily conversations around her. Disempowerment in this situation is the violation of her fundamental human rights by the doctor (Munro et al. 2014). This is because the healthcare practitioner did not clarify the scenario for her and did not take her consent before taking a decision. Empowerment also refers towards the decision-making according to the health situation (Cancer Voices, 2018). Implementation of empowerment for Mrs. Ballesteros can help her with the providence of ample choice to obtain appropriate healthcare for her ailment. Overall, she would be empowered by her freedom of choice to opt for any healthcare service therapy.

5. Identify and describe at least one way that Mrs. Ballesteros may be experiencing discrimination nd suggest techniques or solutions to address any discrimination identified.

Mrs. Ballesteros may have experienced discrimination from her healthcare service providers. The doctors discriminated against her by refusing to inform her about the prevalent health issue in a clarified manner. No interpreter is supplied to her and she has been signed up for an oncologist without her informed consent. Mrs. Ballesteros can seek out social care for her needs. The general bodies of government can cater to her requirements by employing appropriate communicator for her to accompany her to her sessions to the doctor or the oncologist (Breast Cancer Network Australia, 2018). She can take the help of an advocate to access her rights regarding the problems she faced. As discussed by Verbruggen (2017) without an advocate it is difficult to access the facilities of the government.

6. Identify what options you will provide to Mrs. Ballesteros for meeting her rights and needs.

In order to meet her legal rights of informed consent, An advocate must accompany Mrs. Ballesteros. In addition to this, interpreters can be used to establish communication between her and the healthcare service providers (Cancer Voices, 2018). Doctors must be encouraged to provide printed brochures of all the services that may be necessary for Mrs. Ballesteros. In addition to this, Mrs. Ballesteros must enumerate her demands relating to proper care, therapeutic interventions and rehabilitation groups. These interventions are critical to confront her present ailment. The present case involves the inclusion of an advocate that can aid her to overcome her communication barrier by fixing appointments to the doctor. The advocate should also accompany Mrs. Ballesteros with further proceedings relating to her treatment. Mrs. Ballesteros' needs and rights can be fulfilled through the translation services. van Hoorn (2017) opined that other factors through which her needs can be met are medical understanding, child support and advocacy. Social support and family contact is also needed in this scenario.

7. Describe what you would say to Mrs. Ballesteros about the rights and responsibilities of each of the parties involved:

a. Mrs. Ballesteros

b. You as advocate

c. The doctor

a. The rights of exists in the areas of providing an informed consent under the Mental Health Act 2015. She also can exercise her right to achieve information under the Universal Declaration of Human Rights. She can bring charges against her health care service provider for registering her for an oncologist without her permission or clear knowledge (Breast Cancer Network Australia, 2018). She can be made understood that she has the right to choose her own medical treatment decisions. It is unlikely that Mrs. Ballesteros wants to proceed with a legal action.

b. As an advocate, I can act as her legalised solicitor and an interpreter to meet her communication needs. In addition to this, I can exercise my right to be present during her sessions with her healthcare service providers and negotiate the terms of her treatment. If she wishes to lodge a legal complaint related to the legal aid, an appropriate legal service must be made. Alternatively, if she seeks any kind of legal advice, she needs to hire an advocate. She can't be her own solicitor.

c. The doctor has violated the rights of his stakeholder by not providing a viable amount of information regarding the treatment of his patient. In addition to this, the healthcare service provider is responsible to provide awareness to their service user. In this scenario, the doctor fails to communicate effectively with his patient, Mrs. Ballesteros to make her understand the problem. Thus, it can be also stated that Mrs. Ballesteros suffered prominent discrimination in her treatment. It is the responsibility of her doctor to help her in making her decisions (Van Laer et al. 2017). Her doctor must support her decisions and help her to facilitate the care for her.

8. Briefly explain the differences between negotiation, advocacy and mediation and how each of these relate to Mrs. Ballesteros’ case.

In case of Mrs. Ballesteros, negotiation represents her interests as well as that of her health care service provider. Mrs. Manu can act as a third party to represent Mrs. Ballesteros and defend her interests on her behalf. However, meditation is a process that requires active participation from Mrs. Ballesteros as well as her advocate. In this protocol the advocate must speak on behalf of Mrs. Ballesteros to finalise their position with respect to their own interests in the whole transaction. Mrs. Manu can act as a third party mediator or relational regulator in this case. Kotronoulas et al. (2014) state it can enable all parties to achieve clarity in their position. The social caregiver can help to transform the positions of Mrs. Ballesteros and her healthcare service provider by demanding recommendations that can work in her favour, would achieve advocacy. There is a difference between negotiation, advocacy and mediation. Negotiation is the process of resolving the conflicts between two or more parties. In negotiation, all the parties modify their demands for achieving the mutually acceptable compromise. Van Hoorn (2017) opined that advocacy means the legal support or recommendation provided to a person regarding a particular policy or cause. Mediation is the intervention in any dispute for solving that issue. It is the intervention in a particular processor argument.

9. Explain the strategies, in line with a person-centred empowerment approach, that you could use with Mrs. Ballesteros in the meeting to help her identify each of the following:

a. her interests

b. her needs

c. her rights

d. her available choices and preferred option

e. her responsibilities

a. Mrs. Ballesteros’ interests can be achieved by the provision of appropriate support group for cancer patients. Gain understanding of Mrs. Ballesteros’ current interest and considering her social and personal interest within the family and outside of it. It includes sewing, social and children gathering within her social network. All these have been limited since the death of her husband.

b. Mrs. Ballesteros’ needs can be obtained by the employment of an interpreter to enable an easy mode of communication between her and the healthcare practitioners (National Breast Cancer Foundation, 2018). In this scenario, she must be aware of the prevalent current requirements and her responsibilities related to that. However, additional suggestions pertain to the issue of proper childcare and familial duties that she has been neglecting so far.

c. An experienced solicitor should protect her rights and guide her in the otherwise haphazard scenarios of paperwork and related responsibilities. Mrs. Ballesteros should be guided to understand her right to have translation services, access to the healthcare and childcare. She must be known about the informations regarding the access of the support and counselling services. She must be provided the documentation support in her language.

d. The available choices of Mrs. Ballesteros are to shift into rehabilitation or a care centre that can manage her ailment and help her to live independently. She can also employ around the clock caregiver who can take care of her in her home. The preferred option for Mrs. Ballesteros is to employ a caregiver, where she can enjoy the benefits of the care services in the comfort of her home.

e. Mrs. Ballesteros’ responsibilities are her children and their overall welfare. They are often underfed and may be associated with antisocial activities, owing to the lack of parental guidance. An intervention can be suggested to put them under observation of an experienced governess who can help Mrs. Ballesteros to take care of her kids. Mrs. Ballesteros must identify her responsibility in guiding the advocate to achieve her desired goal. She must involve in all the proceedings and ask questions regarding the same.

Reference list

Journals

Osborne, S.P., Radnor, Z. and Strokosch, K., (2016). Co-Production and the Co-Creation ofValue in Public Services: A suitable case for treatment?.Public Management Review, 18(5),pp.639-653

Kotronoulas, G., Kearney, N., Maguire, R., Harrow, A., Di Domenico, D., Croy, S. andMacGillivray, S., (2014). What is the value of the routine use of patient-reported outcomemeasures toward improvement of patient outcomes, processes of care, and health serviceoutcomes in cancer care? A systematic review of controlled trials. Journal of clinicaloncology, 32(14), pp.1480-1501.

Munro, E., Taylor, J.S. and Bradbury‐Jones, C., (2014). Understanding the causal pathways to child maltreatment: Implications for health and social care policy and practice. Child abuse review, 23(1), pp.61-74.

Online Articles

Chibba, M., (2015.) Contemporary perspectives on international business and culture. International Journal of Business and Globalisation, [online] 14(4), pp.408-419. Available from: https://www.linkedin.com/pulse/contemporary-perspectives-international-business-culture-chibba 4 [Accessed on 15/2/18]

van Hoorn, A., (2017.) Generational shifts in managerial values and the coming of a unified business culture: A cross-national analysis using European social survey data. Journal of Business Ethics, [online] pp.1-20. Available from: https://link.springer.com/article/10.1007/s10551-017-3488-4 [Accessed on 15/2/18]

Verbruggen, M., Dries, N. and Van Laer, K., (2017.) Challenging the uniformity myth in career counseling outcome studies: Examining the role of clients’ initial career counseling goals. Journal of Career Assessment, [online] 25(1), pp.159-172. Available from: http://journals.sagepub.com/doi/full/10.1177/1069072716657797 [Accessed on 15/2/18]

Kitching, J., Hart, M. and Wilson, N., (2015.) Burden or benefit? Regulation as a dynamic influence on small business performance. International Small Business Journal, [online] 33(2), pp.130-147. Available from: http://journals.sagepub.com/doi/full/10.1177/0266242613493454 [Accessed on 15/2/18]

Website

Breast Cancer Network Australia (2018) Understanding breast cancer, Viewed on 6 February, 2018, <https://www.bcna.org.au>

Cancer Voices (2018) Consumer representatives, Viewed on 6 February, 2018, <http://www.cancervoices.org.au>

National Breast Cancer Foundation (2018) About Breast Cancer, Viewed on 6 February, 2018,<https://nbcf.org.au/>