Question

Entendicare West End Villa Household Management In the following situations, describe the most appropriate actions or responses to sponses to be taken by the Personal Support Worker and explain why this is correct. Your answer should reflect knowledge of effective communication skills, the extent and limitations of your role, and all understanding of the client's total needs. (4 marks each) 1. You are assigned to help Mrs. Jones with her laundry and vacuuming. When you try to do Mrs. Jones' laundry, she tells you you've used too much soap, even though you have used the correct amount according to the package. She also insists you use cold water even though the clothes can be washed in warm and her detergent is not recommended for use in cold water. When you bring the clothes up from the dryer, she complains that they are not really clean." Actions/Response: (2 marks) Reasons: (2 marks)

Answer 1

Actions:

• Mrs.Jones has to be explained in a dignified manner with courtesy in regards to the methods,water condition, detergents, soaps,quantity to be used for laundry purposes .Claryfying can remove patient's doubts.
• To make sure she understands it by observing and trying to do things in her likes and presence as much as possible when doing laundry. This can improve the trust on the personal support worker
• Ensure a good body language and actively listen to the client because this is the first step to develop a rapport to a client
• Do not argue with the client because this can trigger anger and disbelief in the client

Reasons

Courtesy,clarity ,consideration ,listening, etc., plays a vital role to console this client and make her understand and accept that she is valuable, respected and her needs are met by the personal support worker by their effective communication skills.