In this section you will learn to:
- Identify and voice improvements in work practices
- Promote and contribute to changes in practices and procedures
- Seek feedback on areas for skill and knowledge development
- Explore options for accessing skill development
As mentioned in a pervious sections, organisational practices, including policies and procedures, should be regularly reviewed and updated to reflect current legislation and standards of practice, typically by committees of management representatives and workers. However, as a health worker and employee, you will still be responsible for contributing to this process. These responsibilities include familiarising yourself with current policies and procedures and being willing to make suggestions for improvements to these policies and procedures and work practices.
Improved work practices may enhance outcomes for clients; enhance sustainability of work, such as efficient and effective work practices in relation to use of power, resources, and waste management and recycling practices; and enhance safety of staff and clients.
If you notice that a particular practice or policy is outdated, that there does not seem to be a relevant policy, or observe a situation in which policies, procedures, or work practices could be improved, there is a range of things you can do to help address the issue. The need for a new policy or procedure (or the limitation of any existing one) is often highlighted through a critical incident, such as an accident, near-miss, complaint, or conflict situation. In such cases it is good professional practice to do one of the following:
- Notify your team leader or supervisor
- Notify the person or committee responsible
- Offer to assist the person or committee by reviewing and making changes to existing policy
- Offer to assist in drafting new policy for consideration by the group
- Completing an employee feedback form.
Improvements to work practices may include:
- Reporting and implementing suggested improvements
- Seeking and addressing customer feedback
- Monitoring tasks
- Responding to surveys and questionnaires
- Assessing/observing/measuring environmental factors
- Checking equipment
- Developing and implementing child safe, child friendly resources, environment and work tools to support staff
Let’s look at an example of how a health worker can identify a problematic work practice and contribute to the review of policies and procedures to help improve their organisation’s compliance.
Case Study
Elliot is a health worker who works at a physiotherapist clinic. This organisation sends hardcopy documents to some clients who request them. One day, one of the clinic’s clients approached Elliot to say that the envelopes with client’s names and addresses were left on the main desk within view of people standing at reception. Elliot is concerned as this is a breach of privacy and confidentiality. He believes that there needs to be an update to procedures to ensure letters and other paperwork with private information is stored somewhere it where it cannot be seen and read by others. Elliot decides to submit an employee feedback form, as per his organisation’s requirement for potential improvements to services, policies, and procedures. Elliot filled out the below employee feedback form.
Employee Feedback Form
Use this form to record any workplace health and safety hazards, and comments or suggestions for improvement regarding services, processes, and procedures.
Please forward the completed form to the Manager or Program Supervisor.
Employee details
Name: Elliot Cameron
Date: 25/02/20XX
Contact no.: 0123 456 789
Feedback details
(Please record your comments or suggestions)
As a result of client letters being left at reception in view of other clients in the reception area, a client has reported a breach in confidentiality and privacy. Letters should be stores in a secure location where information cannot be read by other clients to ensure client privacy and confidentiality.
To be completed by Manager or Program Supervisor
Action taken:
_______________________________________________________________________
_________________________________________________
After this feedback form was submitted, the organisation’s management identified that changes need to be made to how letters and other important paperwork are stored. They consulted with several staff members, including Elliot and other health workers, and then developed a new policy and procedure that worked within the organisation and complied with confidentiality.
Another way to improve work practices is through pro-actively sharing feedback with colleagues and supervisors. When you have dealt with a legal or ethical issue, share your experience and lessons learned with colleagues and super-visors. You can also work with the organisation’s management to review and improve their protocols and procedures to reflect legal and ethical responsibilities. Additionally, keeping up to date with current best practice through continuing professional education and sharing your knowledge with management and work colleagues is a fundamental aspect of continuous improvement which will be explored in more detail below.
As mentioned previously, competent service is an important ethical consideration for a health worker. A part of meeting this ethical requirement involves continuous improvement regarding your own skill and knowledge development – often referred to as personal development. This involves self-monitoring to identify gaps in knowledge and skills, remaining open to feedback, asking questions, and participating in both in house and external training. Personal development is important for several reasons. From improving quality of care for clients, enhancing job satisfaction, expanding career options, maintain professional standards including licensing and accreditation requirements and adapting to evolving technology and changes, and broadening their knowledge leading to greater innovation within allied health.
Skills and Development Training
Training can be used to refresh skills, up-skill, or to help understand changing practice standards and methods in the allied health industry. As mentioned above, this training can be in-house/internal, which means it relies on a company’s own resources to train employees within their company. This may involve walking staff through a change in procedure, introducing of a new type of service they will providing, or providing development/skills training regarding specific workplace situations such as de-escalation techniques or how to deal with someone who is feeling upset. External training refers to the use of more formal training services such as courses, workshops, webinars, seminars covered by an external company or group, or conferences. For example, if you're having trouble with communicating over the phone than you could attend a communication seminar to improve your phone skills.
Seeking Feedback
Seeking feedback on performance and achievements towards stated goals and objectives can be used to inform future collaborative activities and specific work within your organisation, as well as guidance and reflection on the development of your professional practice. Feedback from a variety of people, for example managers, colleagues, and people you support, will provide a holistic and insightful perspective. Talking to a variety of people allows you to identify common themes in the feedback you receive. Feedback you receive to help you reflect on your own activities and performance and use the information to further develop your skills and knowledge.
Feedback could involve:
- A formal or informal discussion with colleagues and/or people you support
- A letter, a review, a meeting with your supervisor, or any other way someone can express their experiences of your practice
- Constructive feedback or complaints about your work
Reflective practice
Regularly reflecting on your work practices can help you identify areas for improvement. You can reflect on your work practices by keeping a journal, discussing your work with colleagues, or seeking the feedback from a mentor. Use your reflections to make changes to your work practices and enhance the quality of care you provide to clients.
Reflect
Consider using a reflective journal
A reflective practice journal can identify professional development opportunities and for raising points of discussion in evaluation sessions with your supervisor and/or peers. As well as an opportunity to self-reflect on your own practice, behaviour, and values.
A useful way to begin self-reflection is to have a series of questions that you ask yourself at the end of every day. These questions may include ‘What did I do well today?’, ‘What could I have done better?’, and ‘What can I learn from the experience?’. When using it to reflect on your practice, acknowledge what you are doing well and where you are improving, as well as any difficulties you are having.
This section of the module you explored the importance of contributing to improvements within the workplace, as well as developing your ongoing learning and development as a practitioner.
- Caresearch. (2021). Reflective Practice. https://www.caresearch.com.au/tabid/6423/Default.aspx
- Medical Administration Training (MAT). (n.d.). Roles and Responsibilities. https://mathealthclinic.com/wp-content/uploads/2019/05/roles-and-responsibilities-of-a-med-recept.pdf
- MiTraining. (n.d.). Why is Professional Development Important in Healthcare. MiTraining. https://mitraining.edu.au/blog/why-is-professional-development-important-in-healthcare/
- Pathwise. (2022). [Brainstorming cloud style image with 'skill' at the centre and 'experience', 'training', 'learning' and 'growth' etc surrounding it.] https://pathwise.io/skill-development/
