Imagine you have just been appointed the Practice Manager of a busy natural therapies clinic. You have been tasked with the role of preparing a Policies and Procedures (P&P) document, to promote consistent behaviour and decision making within the clinic. Based on some disturbing behaviour you have observed during your brief time at this clinic, you decide to start with Policies and Procedures addressing the following five (5) issues.
1.5 The Clinic’s support and respect for cultural difference.
2.1 As the Practice Manager, what processes and strategies will you put in place to ensure your policies and procedures are understood and implemented by all staff? Include three (3) ideas in your response.
2.2 It is vital for organisations to observe and uphold their ethical and legal obligations. Please include three (3) practical ideas for monitoring staff performance, including their adherence to policies and procedures.
2.3 Locate and carefully review a sample complaint handling policy and procedure of your choice. This can be sourced from any organisation, as well as the internet or your current employer. Attach a copy of this document and briefly comment on its strengths and weaknesses. You may wish to consider elements such as the readability of the document, its commitment to customer service, the level of detail provided and to what degree it supports the employee.
One of your practitioners has received a referral for a therapeutic treatment, which they have not been trained for. The client insists on receiving treatment, however there is not an appropriate staff member available.
Prepare a hypothetical dialogue between you and the client, where you explain the clinic’s commitment to ethical practice, where practitioners are required to operate within their scope of practice. This dialogue should demonstrate how you would manage this potentially difficult situation, in line with the clinic’s policy and procedure, to fulfil the duty of care to the client.
You are required to make an appointment and attend for a healthcare consultation and treatment of your choice. You may choose to attend a student clinic if this is available in your area. The task is to reflect on your complete experience and critically assess the following:
4.1 How effectively did the reception team manage your appointment booking? Please comment on the strengths and weaknesses of the staff in this regard.
4.2 How warmly were you greeted at the clinic and how well did your practitioner manage the introduction?
4.3 Did the practitioner ensure your consent was informed? How was this process managed?
4.4 Briefly describe the communication skills of the practitioner – what were their strengths and weaknesses in relation to their communication style?
4.5 Were you encouraged to ask questions and given opportunities to clarify explanations throughout the course of the treatment? i.e. Did you practitioner encourage your autonomy?
4.6 In observing the physical layout of the clinic, identify two potential hazards and describe the associated risk.
4.7 What control measures would you have implemented in your clinic to manage these hazards.
4.8 How could your experience at this clinic have been improved?
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