Instructions: Responds to at least 1 classmate and the instructor. Response post

Instructions: Responds to at least 1 classmate and the instructor. Response posts include information, insights, and questions to facilitate meaningful dialogue.
Title: (2) Challenges In Agency
Discussion Prompt
What is your agency policy regarding how to handle difficult situations with clients? Discuss the pros and cons of the policy.
When responding to classmate posts, be sure to use the ABCs of good discussions:
Acknowledge something they have said or mentioned in their post.
Build upon it with professional experience and/or empirical support.
Prompt critical thinking by asking questions that both further and deepen the conversation.
Please reply to Peer Kim–
Dr. and Class,
It depends on what difficult situation the employee is having with a patient, or the patient is having with the staff; however, if a patient has a complaint or a problematic concern, it can go in several different ways. The patient has the right to make a formal complaint regarding care. They also have the right to speak with our patient advocate, who deals with difficult situations and patient complaints.
The pros to this policy are that it allows the agency to make corrections when a patient has not received a standard of care advertised by our hospital. It also allows us to learn and practice differently and empathize with patients and their difficult situations. Ward & Mama (2020) reference that it does not matter what setting we are in. However, it matters that care and compassion are present in our dealings with others (P. 205, Para 3). Another pro to this policy is that it allows looking at the situation from a different perspective, identifying areas that “get in the way of our work,” and allowing us to grow as professionals (Ward & Mama, 2022, p. 200, para 4).
The con of the policy is it gives the patient too much power over what is happening and sometimes results in the provider, providing care in a manner they disagree and limiting treatment options. Ward & Mama (2020) note that not everyone has the same principles about basic human rights (p. 205, para 3).
Kim
References:
Patients’ rights. Southwestern Vermont Health Care. (n.d.).
Ward, K., & Mama, R. S. (2020). Breaking out of the box: Adventure-based field instruction. Oxford University Press.
Please reply to the instructor’s feedback–
Hello:
You provided to our discussion a policy for addressing challenges with clients as implemented at NHC. You said, “For complex situations with challenging clients, NHC Homecare has a three-step process. Validation and listening to the patient’s issue is the first to carry out. The second step is to consult with the patients and collaborate on a solution. The third stage is to provide patients with follow-up and continual assistance.” Where do employees or practitioners go to access this policy? Is this policy shared with staff on a regular basis or part of semi-annual or annual training? What are the benefits of making sure the policy is shared regularly with practitioners and support staff?