Support clients to access health services
This unit describes the performance outcomes, skills and knowledge required to communicate basic service information to clients, explain client needs to service providers and provide routine client support with practical issues such as appointment scheduling and transport.
This unit is specific to Aboriginal and/or Torres Strait Islander people working under supervision to support the provision of primary health care services to Aboriginal and/or Torres Strait Islander clients.
No regulatory requirement for certification, occupational or business licensing is linked to this unit at the time of publication.
Aboriginal and/or Torres Strait Islander Health
Elements describe the essential outcomes
Performance criteria describe the performance needed to demonstrate achievement of the element.
- Support clients to communicate with service providers.
- Use culturally appropriate and safe communication when working with client.
- Support client to communicate in their preferred language and organise any required interpreting services.
- Provide clear explanation of services offered by specific health service providers to client and or significant others.
- Identify and use appropriate visual aids and other resources to support client understanding.
- Confirm client understanding of information.
- Ask open questions to establish specific client needs.
- Assist service providers to understand client needs.
- Communicate client needs to health service providers based on information provided by client and or significant others.
- Give health service providers relevant supporting information about local community values, beliefs and language.
- Follow organisational procedures for maintaining confidentiality of client information.
- Provide practical support.
- Identify practical support that would assist client to access health services.
- Organise practical support based on individual client needs.
- Provide clear and accurate information to client and or significant others about arrangements made.
- Make follow up contact with client and or significant others to reconfirm services and encourage their use.
- Contact client and or significant others after use of services according to organisational procedures.
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.
Reading skills to:
- interpret basic information about practical aspects of health services.
Writing skills to:
- record basic service and client details when making practical arrangements.
Oral communication skills to:
- ask open and closed probe questions and actively listen to determine client needs and understanding of information provided
- provide clear information to service providers about client needs.
Numeracy skills to:
- interpret, use and communicate temporal data, including minutes, hours, days and weeks
- schedule practical support services.
Teamwork skills to:
- work effectively as a link between client and health service providers.
Planning and organising skills to:
- schedule and organise practical support services.
Technology skills to:
- use digital devices to organise practical support services.
UNIT MAPPING INFORMATION
No equivalent unit.
For details, refer to the full mapping table in the Draft 2 Validation Guide.
Companion Volume Implementation Guide