HLTOUT010 – Communicate in Complex Situations to Support Health Care

Outcomes of studying the HLTOUT010 – Communicate in Complex Situations to Support Health Care

  • Communicate with patients, colleagues, health providers and ambulance service callers
  • Use effective communication techniques
  • Use available modes of communication to convey and receive information

In this unit you will learn the important skill of communicating within the health care context.

This unit of competency describes the skills and knowledge required to effectively communicate with patients, colleagues, health providers and ambulance service callers in complex situations using verbal and non-verbal interactions. It requires workers to address these significant challenges in the context of providing a health care service.

This unit applies to pre-hospital and out-of-hospital health care workers.

Elements and Performance Criteria for HLTOUT010:

 

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with patients, colleagues, health providers and ambulance service callers

1.1 Introduce self to commence the communication exchange.

1.2 Establish rapport through use of an open, sensitive and confident manner.

1.3 Obtain information with sensitivity and respect for confidentiality as demanded by the situation.

1.4 Convey information about care procedures in a manner and at a time consistent with the overall need of the patient and the situation as a whole.

1.5 Clarify and respect the role and authority of health providers involved in the situation.

1.6 Monitor recipient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation.

2. Use effective communication techniques.

2.1 Use questioning and listening techniques to identify, clarify and confirm situational needs.

2.2 Ensure communication is clear and reflective of the situation, context and activities undertaken.

2.3 Identify early signs of complex or difficult situations or problems and respond.

2.4 Deal with conflict in a manner that prevents escalation.

2.5 Seek advice and assistance about communication difficulties to maintain effective communication.

2.6 Acknowledge and confirm information received to ensure understanding.

3. Use available modes of communication to convey and receive information.

3.1 Use job specific communication systems to convey complex information clearly.

3.2 Complete all documentation required for reporting in accordance with organisational policies and procedures.

Peformance Evidence for HLTOUT010 – Communicate in Complex Situations to Support Health Care:

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role.

There must be evidence that the candidate has verbally communicated with patients and co-workers and developed responses to meet the differing needs for each of the following situations:

  • a person displaying challenging behaviors including:
    • under influence of substance misuse
    • acute behavioral disturbance
    • under stress due to current situation
  • a person who has English as their second language
  • a person who has a communication-related disability including:
    • hearing difficulties
    • speech impediment

Knowledge Evidence for HLTOUT010 – Communicate in Complex Situations to Support Health Care:

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • codes and communication terminology used by out-of-hospital health care workers
  • communication techniques including:
    • use of open-ended questions
    • active listening
    • asking for clarification and probing
    • responses to a range of views from patients, carers or others
    • understanding use of empathy with patient, carers or colleagues
    • using discretion and confidentiality, respecting individual differences especially when using touch and other non-verbal means of communication
  • complex communication needs of people with:
    • communication-related disabilities
      • hearing difficulties
      • speech impediment
    • cross-cultural communications needs
    • mental illness
    • pharmacological and alcohol addiction or misuse
    • adverse behavioral responses to unfamiliar environments
  • complex communication needs of a person under stress due to situations including trauma, death and life-threatening situations to themselves or others
  • organisational policies and procedures applied to identified situations where complex communication needs may be present
  • processes for preparing handover reports
  • referral processes for staff requiring counselling services.

Assessment Conditions for HLTOUT010 – Communicate in Complex Situations to Support Health Care:

Skills must have been demonstrated in the workplace or in a simulated environment that reflects workplace conditions.

Where simulation is used, it must reflect real working conditions by modelling industry operating conditions and contingencies, as well as using suitable facilities, equipment and resources.

Assessment must ensure access to modelling of industry operating conditions including access to real people for simulations and scenarios.

 

To see more details on this paramedical unit HLTOUT010 – Communicate in Complex Situations to Support Health Care click here to view the full details here on training.gov

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HLT31120 – Certificate III in Non-emergency Patient Transport
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