CHCMHS003 Provide recovery oriented mental health services
Assessment Task 1: Reflective Journal
TASK SUMMARY
You are required to complete the reflective journal provided below to demonstrate your ability in providing services to implement a range of strategies as part of recovery oriented service provision for people with mental illness.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:
Resources
? Access to equipment, materials, documentation etc. required in the workplace.
Template / Supporting documents
- Reflective Journal template (also provided as a Word document if you would prefer to type your responses).
STUDENT INSTRUCTIONS FOR TASK 1:
A template has been provided for you to fill out, which includes questions and/or prompts to guide you in the responses that are required. You can write on the hard copy template provided or you can type out your responses if you feel you may not have enough space or want to write more. There is no word limit for each entry – just ensure that you provide as much detail as possible so that your assessor is able to determine that you have met the requirements of the task.
Remember to respect the confidentiality of those you refer to (do not provide names or other personally identifiable information of people discussed in your Reflective Journal).
SUBMISSION REQUIREMENTS FOR TASK 1: ¨ The completed Reflective Journal.Â
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Client 1: Reflective Journal |
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For this task you are required to consider three clients living with mental health issues who you have worked collaboratively with to develop, implement and review a plan for recovery using recovery oriented approaches. You may have worked directly with each client or been involved with supporting a senior staff member or supervisor to facilitate the client’s recovery process. For each client report, you should document the following: the process you used for sharing and collecting information, the collaborative strategies you used for developing and implementing a support plan in conjunction with the client, the steps that you took to monitor the plan and to provide ongoing support. Reflecting on your experience, complete a client report for each individual. Use the report template provided to help guide you in your response. Add/modify the space in the table where required. Once you have completed your report, ask your supervisor to confirm that you supported this client in the manner described by asking them to sign the bottom of the report for each client. |
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Sharing and collecting information |
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Describe how you shared and collected information with and from this client. How did you work within a recovery-oriented framework which was tailored to this client? How did you establish and effective rapport and build a relationship? How did you identify the information that you needed to collect to inform the client’s recovery plan and how did you work with the client to gather that information? What process did you use to explain confidentiality (and its limits) to your client? Did you explain your organisation’s access and equity requirements and obtain and document necessary consents? How did you gather information from clients (and other sources identified and agreed to by the client) to clarify the client’s preferences and meanings and to explore their needs? Was a formal assessment required for this client? If so, how was the assessment conducted? What were the best practice principles applied? What were the relevant organisational policy and procedures? |
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Developing a plan for recovery |
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Describe the strategies that you used to work collaboratively with the client to develop a plan for recovery. How did you ensure that you considered the client’s choices, needs and values? How did you support the client to set goals and to identify strategies and priorities for achieving goals? Describe any potential barriers that you identified and the strategies that you developed to overcome them. How did you allocate and document roles and decide on timeframes? What was the process that you used to document the plan? Describe the relevant organisational policy and procedures that you referred to. |
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Implementing recovery plans |
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Describe how you worked collaboratively with the client and others to implement their recover plan. How did you support the client to identify their readiness to implement their plan and to initiate the services and supports as agreed? What steps did you put in place to facilitate access to information, resources and education to support implementation of the plan? How did you support the client’s self-advocacy and positive risk-taking? How did you identify and facilitate members of the client’s support network to support the client’s implementation of the plan? |
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Providing ongoing support |
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Describe how you provided ongoing support to the client. How did you make regular contact with the client to follow up on actions and to offer support? What records and progress notes did you make in collaboration with the client (reference relevant organisational policy and procedures)? How did you provide support to |
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clients during challenges and obstacles? How did you ensure that the client’s recovery plan continued to remain relevant and effective? What were the key milestones that you gathered feedback at? How was the plan progressing? What changes did you make to the plan at the key milestone reviews? How did you identify that the outcomes of the plan had been successfully achieved? What feedback mechanisms did you use to assess the client’s satisfaction with the level of ongoing support and what adjustments (if any) did you make? |
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Workplace skills |
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Describe how you worked safely in your planning and interactions with this client and their care network. Did you communicate with the client about safety? What steps did you take to plan for an emergency/to manage risks and to ensure that you met your duty of care to the client and to members of their care network? How did you monitor and manage your own wellbeing and that of members of the care network? How did you monitor the cultural wellbeing of your client? How did you reflect on your own performance and practice and implement identified improvements? List any relevant organisational policy and procedures. |
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Supervisor signature: Â Date: |
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Client 2: Reflective Journal |
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For this task you are required to consider three clients living with mental health issues who you have worked collaboratively with to develop, implement and review a plan for recovery using recovery oriented approaches. You may have worked directly with each client or been involved with supporting a senior staff member or supervisor to facilitate the client’s recovery process. |
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For each client report, you should document the following: the process you used for sharing and collecting information, the collaborative strategies you used for developing and implementing a support plan in conjunction with the client, the steps that you took to monitor the plan and to provide ongoing support. Reflecting on your experience, complete a client report for each individual. Use the report template provided to help guide you in your response. Add/modify the space in the table where required. Once you have completed your report, ask your supervisor to confirm that you supported this client in the manner described by asking them to sign the bottom of the report for each client. |
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Sharing and collecting information |
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Describe how you shared and collected information with and from this client. How did you work within a recovery-oriented framework which was tailored to this client? How did you establish and effective rapport and build a relationship? How did you identify the information that you needed to collect to inform the client’s recovery plan and how did you work with the client to gather that information? What process did you use to explain confidentiality (and its limits) to your client? Did you explain your organisation’s access and equity requirements and obtain and document necessary consents? How did you gather information from clients (and other sources identified and agreed to by the client) to clarify the client’s preferences and meanings and to explore their needs? Was a formal assessment required for this client? If so, how was the assessment conducted? What were the best practice principles applied? What were the relevant organisational policy and procedures? |
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Developing a plan for recovery |
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Describe the strategies that you used to work collaboratively with the client to develop a plan for recovery. How did you ensure that you considered the client’s choices, needs and values? How did you support the client to set goals and to identify strategies and priorities for achieving goals? Describe any potential barriers that you identified and the strategies that you developed to overcome them. How did you allocate and document roles and decide on timeframes? What was the process that you used to document the plan? Describe the relevant organisational policy and procedures that you referred to. |
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Implementing recovery plans |
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Describe how you worked collaboratively with the client and others to implement their recover plan. How did you support the client to identify their readiness to implement their plan and to initiate the services and supports as agreed? What steps did you put in place to facilitate access to information, resources and |
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education to support implementation of the plan? How did you support the client’s self-advocacy and positive risk-taking? How did you identify and facilitate members of the client’s support network to support the client’s implementation of the plan? |
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Providing ongoing support | |
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Describe how you provided ongoing support to the client. How did you make regular contact with the client to follow up on actions and to offer support? What records and progress notes did you make in collaboration with the client (reference relevant organisational policy and procedures)? How did you provide support to clients during challenges and obstacles? How did you ensure that the client’s recovery plan continued to remain relevant and effective? What were the key milestones that you gathered feedback at? How was the plan progressing? What changes did you make to the plan at the key milestone reviews? How did you identify that the outcomes of the plan had been successfully achieved? What feedback mechanisms did you use to assess the client’s satisfaction with the level of ongoing support and what adjustments (if any) did you make? | |
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Workplace skills | |
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Describe how you worked safely in your planning and interactions with this client and their care network. Did you communicate with the client about safety? What steps did you take to plan for an emergency/to manage risks and to ensure that you met your duty of care to the client and to members of their care network? How did you monitor and manage your own wellbeing and that of members of the care network? How did you monitor the cultural wellbeing of your client? How did you | |
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reflect on your own performance and practice and implement identified improvements? List any relevant organisational policy and procedures. | |
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Supervisor signature: |
Date: |
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Client 3: Reflective Journal |
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For this task you are required to consider three clients living with mental health issues who you have worked collaboratively with to develop, implement and review a plan for recovery using recovery oriented approaches. You may have worked directly with each client or been involved with supporting a senior staff member or supervisor to facilitate the client’s recovery process. For each client report, you should document the following: the process you used for sharing and collecting information, the collaborative strategies you used for developing and implementing a support plan in conjunction with the client, the steps that you took to monitor the plan and to provide ongoing support. Reflecting on your experience, complete a client report for each individual. Use the report template provided to help guide you in your response. Add/modify the space in the table where required. Once you have completed your report, ask your supervisor to confirm that you supported this client in the manner described by asking them to sign the bottom of the report for each client. |
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Sharing and collecting information |
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Describe how you shared and collected information with and from this client. How did you work within a recovery-oriented framework which was tailored to this client? How did you establish and effective rapport and build a relationship? How did you identify the information that you needed to collect to inform the client’s recovery plan and how did you work with the client to gather that information? What process did you use to explain confidentiality (and its limits) to your client? Did you explain your organisation’s access and equity requirements and obtain and document necessary consents? How did you gather information from clients (and other sources identified and agreed to by the client) to clarify the client’s preferences and meanings and to explore their needs? Was a formal assessment required |
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for this client? If so, how was the assessment conducted? What were the best practice principles applied? What were the relevant organisational policy and procedures? |
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Developing a plan for recovery |
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Describe the strategies that you used to work collaboratively with the client to develop a plan for recovery. How did you ensure that you considered the client’s choices, needs and values? How did you support the client to set goals and to identify strategies and priorities for achieving goals? Describe any potential barriers that you identified and the strategies that you developed to overcome them. How did you allocate and document roles and decide on timeframes? What was the process that you used to document the plan? Describe the relevant organisational policy and procedures that you referred to. |
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Implementing recovery plans |
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Describe how you worked collaboratively with the client and others to implement their recover plan. How did you support the client to identify their readiness to implement their plan and to initiate the services and supports as agreed? What steps did you put in place to facilitate access to information, resources and education to support implementation of the plan? How did you support the client’s self-advocacy and positive risk-taking? How did you identify and facilitate members of the client’s support network to support the client’s implementation of the plan? |
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Providing ongoing support |
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Describe how you provided ongoing support to the client. How did you make regular contact with the client to follow up on actions and to offer support? What records and progress notes did you make in collaboration with the client (reference relevant organisational policy and procedures)? How did you provide support to |
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clients during challenges and obstacles? How did you ensure that the client’s recovery plan continued to remain relevant and effective? What were the key milestones that you gathered feedback at? How was the plan progressing? What changes did you make to the plan at the key milestone reviews? How did you identify that the outcomes of the plan had been successfully achieved? What feedback mechanisms did you use to assess the client’s satisfaction with the level of ongoing support and what adjustments (if any) did you make? | |
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Workplace skills | |
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Describe how you worked safely in your planning and interactions with this client and their care network. Did you communicate with the client about safety? What steps did you take to plan for an emergency/to manage risks and to ensure that you met your duty of care to the client and to members of their care network? How did you monitor and manage your own wellbeing and that of members of the care network? How did you monitor the cultural wellbeing of your client? How did you reflect on your own performance and practice and implement identified improvements? List any relevant organisational policy and procedures. | |
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Supervisor signature: |
Date: |
Assessment Task 2: Supervisor Report
TASK SUMMARY
Your workplace supervisor is to complete a report that confirms your ability to demonstrate the specific skills and knowledge required of this unit.
As someone who observes the way that you interact with clients on a day-to-day basis and who understands the needs of your clients, your supervisor is well placed to comment on your workplace performance.
STUDENT INSTRUCTIONS FOR TASK 2:
Give your workplace supervisor a copy of the attached supervisor report. They will fill it out based on their observations of your work performance. They may like to do this using the Word file or they may fill it out on hard copy.
Have a look at the items on the supervisor report – do you think you have shown that you can do all of these things to workplace standards?
WHAT MUST BE SUBMITTED FOR TASK 2: ¨ The completed supervisor report.Â
Assessment Task 3: Direct Observation
TASK SUMMARY
This task requires that you are observed in the workplace. You will be observed in the workplace environment undertaking a range of day-to-day activities that relate to in providing services to implement a range of strategies as part of recovery oriented service provision for people with mental illness.
The purpose of a workplace observation is to confirm that you can apply your skills and knowledge to real-world situations, dealing with real people and real workplace processes, following policies and procedures, and handling multiple work activities.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:
Personnel
- Your workplace supervisor
- Your assessor
Resources
- Access to a computer, printer, Internet and email software (if required)
- Access to Microsoft Word (or a similar program)
- Access to a workplace environment
- Access to organisational policy and procedures
STUDENT INSTRUCTIONS FOR TASK 3:
Your assessor will visit your workplace and observe your work performance as you carry out a range of day-to-day work activities related to working collaboratively in providing services to implement a range of strategies as part of recovery-oriented service provision for people with mental illness.
During the observation, your assessor will be looking to see that you can:
- work in a recovery-oriented framework
- use a collaborative approach to identify the information to be collected to inform a recovery plan
- accurately explain confidentiality to clients
- accurately explain access and equity and program requirements to clients
- obtain and document consents
- use active communication skills to build effective working relationships
- gather information from clients for use in exploring and clarifying preferences, meanings and needs
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conduct formal assessments |
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identify the range and potential effects of social and other barriers |
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work collaboratively with clients to develop a plan for recovery and transition |
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work with clients to confirm personal choices |
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work collaboratively with clients to identify strategies and priorities for achieving goals |
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develop and document personal wellness plans, risk and other plans |
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work with clients to implement recovery plans |
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make regular contact with clients to follow up on actions and offer support |
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maintain records and progress notes |
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develop and maintain relationships with extended care networks |
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facilitate the client’s support network to provide support |
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respond effectively to support the client |
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work with the client to gather and respond to feedback and review recovery plans |
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reflect and improve on own practice |
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apply strategies to adhere to relevant legislation, codes of conduct and policy and procedures |
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facilitate a client’s dignity of risk |
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respect the human rights of clients |
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use reflective practice to underpin continuous development |
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work safely |
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apply values and principles of the mental health sector to your practice. |
INSTRUCTIONS TO THE SUPERVISOR
As part of the evidence of competency for this student, we are seeking reports from the student’s work placement supervisor. This forms part of the evidence for CHCMHS003 Provide recovery oriented mental health services.
What is the purpose of this?
The purpose of this process is to gain confirmation from someone who has worked regularly with the student who can verify that the student performs their skills satisfactorily to workplace requirements on a regular basis.
How will the information I provide be used?
The assessor will use the information you provide in this report, combined with other assessment evidence provided by the student to make a final decision about competency.
How and when do I fill in the report?
You do not need to observe the student over a particular period of time or completing certain tasks. If you place a tick in the ‘Yes’ column in the report, you are confirming that you are comfortable with the student’s skills in the relevant area and that you have seen them work satisfactorily to workplace expectations and standards.
Please also include comments and examples in the space provided wherever possible.
If you do not believe that the student demonstrates appropriate skills in the area listed, please place a tick in the ‘No’ column and provide reasons and comments about why you have said ‘No’.
If you are unsure or are not able to comment on the student’s skills in a particular area, please place a tick in the ‘Not able to confirm’ column.Â
If the student is still undertaking placement, you may still be able to watch their work in these areas and comment on the suitability of their skills.
What should I do if I am unsure of the expectations?
Please contact the student’s assessor if you are unsure of any of the requirements of filling in this supervisor report. The student will have their direct contact details.
Who should fill in this report if I am unable to do so?
If you are not able to confirm the student’s skills in all of the following areas, please confirm the areas you can and ask another qualified person from the workplace to confirm skills in the other areas. They will also need to sign the report.
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SUPERVISOR REPORT | ||
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Student’s name: | ||
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Supervisor name: | ||
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Workplace name: | ||
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Contact number/s and/or email address: | ||
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Dates during which you have worked in a supervisory capacity to the student: | ||
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Do you understand the expectations and requirements of your role based on the above information? |
YES |
NO |
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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Has the student collaborated with at least three different people living with mental illness to develop, implement and review a plan for recovery using recovery orientated approaches? | ||||
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Did the student work in a recovery-oriented framework that: ? respects the client’s experiences ? respects the client’s culture ? respects each client’s unique recovery journey ? respects the agreed recovery alliance relationship between them and the client? (A recovery alliance relationship is a strategic alliance based on communication, equality, learning, growth and empowerment between worker and client.) | ||||
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Did the student use a collaborative approach to identify the information to be collected to inform a recovery plan? Did they explain confidentiality (and the limits of confidentiality) when gathering information and did they gather the appropriate consents? |
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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Has the student used effective communication skills to build effective working relationships based on shared understandings with clients and other members of the care network? Effective communication skills include: ? active listening ? attending skills (body language, non-verbal communication) ? paraphrasing ? reflecting feelings ? open and closed questioning, probing ? summarising ? reframing ? exploring options ? normalising statements ? respecting the client as their own expert ? fostering the client’s strengths ? supporting the client as the driver of their recovery journey. | ||||
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Did the student conduct formal assessments according to organisational policy and procedures and using best practice principles? | ||||
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Did the student work collaboratively with clients to develop a plan for recovery and transition based on: ? the client’s choices ? the client’s preferences ? the client’s values ? the client’s needs and goals ? a range of planning options and tools ? best practice principles ? evidence-based recovery strategies? |
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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Did the student work collaboratively with clients to develop a plan for recovery and transition based on: ? the client’s choices ? the client’s preferences ? the client’s values ? the client’s needs and goals ? a range of planning options and tools ? best practice principles ? evidence-based recovery strategies? | ||||
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Did the student work with the client to discuss and confirm their personal choices, identify strategies and priorities for achieving goals and to develop and document personal wellness plans and risk plans? Strategies for achieving goals might include: ? self-advocacy strategies ? strategies for transitioning beyond your service/organisation ? potential barriers to achieving goals ? strategies for overcoming barriers? | ||||
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Did the student work with clients to implement recovery plans? The process for implementing recovery plans might include: ? discussing with the client their readiness to initiate their recovery plan ? initiating the services and supports as agreed in the plan ? facilitating access to information, resources and education about opportunities and service options ? supporting decision making ? supporting self-advocacy ? supporting positive risk-taking ? supporting resilience building |
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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? utilising best practice principles? | ||||
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Did the student make regular contact with clients to follow up on actions, offer support, maintain records, check progress, review and revise the recovery plan and respond to feedback? | ||||
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Did the student develop and maintain effecting working relationships with clients’ extended care networks including: ? working with the client to identify key members of the support network and their roles ? obtaining consents and the specific circumstances under which information about the client can be released ? identifying the information and support needs of members of the extended care network ? building a rapport with members of the extended care network ? providing information in a way which meets the needs of the members of the network ? facilitating support, training and services to members of the extended care network as required? | ||||
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Did the student respond effectively to provide support to clients during challenges including: ? identifying potential obstacles, challenges and barriers and responding proactively ? working positively with the client to collaborate on ways to proceed ? maintaining empathy, support and a hope-inspiring approach ? supporting the client to see challenge as a positive part of the recovery journey and as a learning opportunity ? responding promptly, positively and supportively to a client in distress or crisis and supporting access to relevant services |
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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? responding promptly to deescalate potential incidents or risks and promote safety? | ||||
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Did the student apply the values and principles of the mental health sector to their practice? The values and principles of the mental health sector include: ? recovery ? recovery oriented practice ? health promotion and prevention ? holistic approach ? empowerment/disempowerment ? access and equity ? early intervention ? rights ? social justice and inclusion ? citizenship. | ||||
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Did the student work safely? | ||||
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Did the student use reflective practice to underpin their continuous development? Reflective practice includes: ? actively seeking feedback (formally and informally) ? self-reflection ? mentoring, coaching and training ? engaging in formal and informal lifelong learning ? observing and reflecting on the practice of others | ||||
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Area/skills to be confirmed |
Yes (?) |
No (?) |
Not able to confirm (?) |
Provide examples or comments on the student’s skills and performance in each area |
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? staying up to date with research and legislative change. | ||||
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Did the student apply strategies to meet their legislative, ethical, organisational policy and procedural obligations? | ||||
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Please provide any further comments or observations you have made about the student’s performance in relation to the skills required as above. | ||||
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Supervisor’s signature: | ||||
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Supervisor’s name: | ||||
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Date:Â | ||||
CHCMHS003 Provide recovery oriented mental health services
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Did the candidate demonstrate the following skills to industry standards? CHCMHS003 Provide recovery oriented mental health services |
1st Observation Date: ________ |
2nd Observation (if required) Date: ________ | ||
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Yes þ |
No ý |
Yes þ |
No ý | |
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Work in a recovery oriented framework that respects the person s experience, culture and unique recovery journey and the agreed recovery alliance relationship | ||||
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Use a collaborative approach to discuss and determine information to be collected and sources of information to be accessed | ||||
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 Explain any organisation or program requirements including the commitment to access and equity, and limits to confidentiality | ||||
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Obtain consent from the person according to organisation policy and procedure | ||||
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Gather and document information from the person and other agreed sources to explore and clarify the person s preferences, meanings and needs | ||||
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Apply best practice principles, if formal assessment is to be conducted, and work within organisation policy and procedures relating to assessment protocols | ||||
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Together identify the range and potential effects of social and other barriers that are impacting on the person | ||||
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Work collaboratively to develop a plan for recovery and transition based on the person s choices, preferences, values, needs and goals and discuss different planning options and tools | ||||
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Facilitate planning sessions using effective communication strategies in a manner that respects the person as their own expert, fosters their strengths and supports them as the driver of their recovery journey | ||||
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Discuss and confirm the person s choices for personal wellness, development of self-efficacy, cultural requirements, values, meanings and purpose in life | ||||
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Work collaboratively with the person to identify strategies and priorities to achieve goals including self-advocacy strategies and transition beyond the service | ||||
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Identify possible barriers or risks with the person and the strategies and/or other people who can assist in responding to or overcoming these challenges | ||||
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Develop and document personal wellness plan, risk plans or other plans to meet the person s priorities, as appropriate | ||||
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Work collaboratively with the person to identify and balance duty of care and dignity of risk considerations whilst promoting independence from service | ||||
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Did the candidate demonstrate the following skills to industry standards? CHCMHS003 Provide recovery oriented mental health services |
1st Observation Date: ________ |
2nd Observation (if required) Date: ________ | ||
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Yes þ |
No ý |
Yes þ |
No ý | |
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Identify and document the person s and worker s roles and timelines for action | ||||
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 Discuss with the person their interest and readiness to initiate their plan for recovery | ||||
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 Undertake service actions as agreed in the plan in a timely manner | ||||
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Facilitate access to information, resources and education about opportunities and service options relevant to the persons aspirations | ||||
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Support person s decision making and self-advocacy | ||||
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Support person s positive risk taking and resilience building | ||||
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Maintain regular contact with the person, and be available to offer support and follow up on actions | ||||
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Maintain records and progress notes in collaboration with the person | ||||
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 Determine with the person who else they choose to involve in their recovery process and the roles they want them to play | ||||
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Obtain consent specifying what information can be shared with specific members of their care network and the circumstances in which the information can be released | ||||
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Identify the information and support needs of family, carer/s and friends | ||||
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 Establish rapport and build an effective working relationship with relevant members of the care network | ||||
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Provide and communicate information so that it is readily understood by members of the care network | ||||
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Work from a strength based approach and communicate in a manner that respects the rights, dignity, choices and confidentiality of the person with the mental health condition while facilitating the care network to support the person | ||||
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Facilitate support, training or services to family, carer/s and friends based on identified needs | ||||
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Respond proactively to potential obstacles, challenges and barriers that arise, working with the person to identify ways to proceed and to reduce the likelihood of occurrence | ||||
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Maintain an empathic, supportive and hope inspiring approach as challenges occur seeing challenge as part of the recovery journey and sources for learning | ||||
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Did the candidate demonstrate the following skills to industry standards? CHCMHS003 Provide recovery oriented mental health services |
1st Observation Date: ________ |
2nd Observation (if required) Date: ________ | ||
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Yes þ |
No ý |
Yes þ |
No ý | |
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Respond promptly, positively and supportively to person in distress or crisis and support access to required services | ||||
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Respond promptly to de-escalate potential incidents or risks and promote safety | ||||
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Review recovery plan and alliance regularly with person to ensure continued relevance and effectiveness | ||||
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Gather feedback from the person at key milestones about the effectiveness and progress in implementing their recovery plan | ||||
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Identify new directions and areas for change in the recovery plan and amend plans and transition strategies | ||||
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Continue implementation and review cycle for the recovery plan until outcomes have been achieved and no further service or support is required | ||||
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Gather and respond to feedback from the person on their satisfaction with the service and support provided | ||||
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Reflect on work practice and feedback and identify opportunities for enhancing empowerment and improved processes | ||||
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