HLTDEN017 done- Observation Checklist (DEN)

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) HLTDEN017 - Assist with administration in dental practice WORKPLACE OBSERVATION ASSESSMENT Workplace Observation Assessment Student name JAYMEE C DELA CRUZ Student email address MAZZAJAYMEE.APPS@GMAIL.COM Workplace Supervisor name NISHITA CHINTAKUNTA Workplace Supervisor contact number 0408261439 Workplace Supervisor email address NISHITA.CHINTAKUNTA@PACIFICSMILES.COM.AU Workplace Supervisor Qualification Unit Code and Title HLTDEN017 Assist with administration in dental practice About this Task The observation of tasks relevant to the unit HLTDEN017 will take place at the student’s workplace whilst under the supervision of the workplace supervisor. The workplace supervisor will observe the student completing each task and will complete the observation checklists to provide feedback on the student’s performance. The student is required to read each observation task before the completion of this checklist. If the student cannot demonstrate the performance successfully, the workplace supervisor will provide feedback and further opportunities to perform the task. Instructions for the Workplace Supervisor You must observe the student's performance and determine whether it is satisfactory based on the benchmarks and criteria contained in the observation checklist below. Comments must describe what the student did and how it met the requirements of each observable task. During the observation checklist tasks, the student must:  Communicate appropriately in a dental administrative setting  Allocate appointments appropriate to patient and organisation requirements  Process and reconcile patient accounts  Maintain patient records  Assist with patient recalls © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 1

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Task Assessment Conditions The following skills need to have been demonstrated in the workplace. Where the full range of contexts and situations cannot be demonstrated or can only be demonstrated rarely, there should be the addition of simulations as per the instructions contained within the task criteria. The student must have access to the following during the performance of tasks in the observation checklist:  Access to suitable facilities, equipment and resources, including:  Telephone  Patient information system and patient records  Equipment for handling and recording financial transactions  Current dental board of australia (dba) and australian health practitioner regulation agency (ahpra) guidelines and practice standards  Modelling of industry operating conditions, including access to people for simulations and scenarios in dental assisting work © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 2

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task One – Communication Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No clarification as needed a. Used effective questioning techniques to ask the patient for clarification ☒ ☐ b. Used active listening techniques ☒ ☐ c. Used appropriate verbal and non-verbal language ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 1.4 Respond to enquiries accurately and ethically, including: a. Only providing information that was within the scope of responsibility of a dental assistant ☒ ☐ b. Used verbal language that was suited to the client’s understanding ☒ ☐ c. Used appropriate body language ☒ ☐ d. The student modified their behaviour to ensure that the patient's needs were met ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 1.5 Refer any enquiries which are outside of the student’s area of responsibility or knowledge, including: a. Refer the enquiry in a timely manner ☒ ☐ b. Refer the enquiry to the appropriate person in the workplace ☒ ☐ c. Provide the appropriate person in the workplace with sufficient detail and information regarding the enquiry ☒ ☐ d. Inform the patient/other party that the enquiry has been referred to the appropriate person ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 1.6 Operate electronic communication equipment to communicate with patients, carers and others in accordance with organisation protocols. Please select the options below that were utilised during the student’s workplace observation: Electronic communication equipment may include (but is not limited to):  Telephone ☒  Computer ☒  Tablet ☒ ☒ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 4

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task One – Communication Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No  Fax machine ☒  Scanner ☒  Other ☐ (Please specify below): Communication methods may include (but is not limited to):  Emails ☒  Letter ☒  Text messages ☒  Phone call ☒  Practice software programs ☒  Fax ☐  Other ☐ (Please specify below): ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 1.7 Prioritise workplace messages, including: a. Accurately recording the details of the message ☒ ☐ b. Recording the message legibly ☒ ☐ c. Accurately determining the priority of the message ☒ ☐ d. Delivering the message to the appropriate person in an appropriate timeframe for the priority of the message ☒ ☐ e. Delivering the message to the appropriate person using an appropriate communication channel/mode ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 1.8 Maintain confidentiality of information relating to patients, staff and the organisation, including: a. Abiding by workplace policies and procedures ☒ ☐ b. Abiding by applicable legislative and regulatory requirements ☒ ☐ c. Only accessing and recording information that is necessary ☒ ☐ d. Only sharing information that is necessary with the appropriate personnel using appropriate communication channels ☒ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 5

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Date signed 18/11/23 *Note to Workplace Supervisor It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved. Observation Task Two – Appointments Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No During the workplace observation, did you observe the student: 2.1 Identify any patients who should be given priority and advance the level of priority for patients who require immediate attention in a dental emergency, including: a. Correctly assessing the priority of patients ☒ ☐ b. Notifying the appropriate members of the dental care team of changes to patient priority ☒ ☐ c. Notifying patients of any change to their priority or appointment time as required ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 2.2 Identify the patient’s appointment requirements using appropriate verbal communication and language and terminology to: a. Determine the type of appointment ☒ ☐ b. Determine the patient’s preference for the date and time of the appointment ☒ ☐ c. Determine the patient's preference of dentist for the appointment ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 2.3 Seek agreement on an appointment time that meets patient preferences and organisational requirements that: a. Is available in the workplace schedule that meets the requirements of the client ☒ ☐ b. Was scheduled in a suitable timeframe to allow for dental laboratory work (if required) N/A ☐ ☒ ☐ c. Was for a sufficient time length for the type of dental appointment ☒ ☐ d. Was suited to the dentist’s schedule and preferences ☒ ☐ Second attempt (if first was not satisfactory) ☒ ☐ 2.4 Assist with managing patient expectations regarding waiting times for emergency care, © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 7

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task Two – Appointments Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No including: a. Providing patients with sufficient information regarding waiting times ☒ ☐ b. Using appropriate verbal and non-verbal communication ☒ ☐ c. Offering suitable alternative options for patients (if applicable) N/A ☐ ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 2.5 Booked an appointment for a client (over the phone) using the patient information system, including: a. Assessing the priority of the patient appointment and ensuring that the chosen appointment time is suited to this priority. ☒ ☐ b. Responded appropriately to requests for information from the patient, including  Providing relevant information  Using appropriate language and tone  Provided information within the scope of their role. ☒ ☐ c. Recording appointments in the patient information system accurately and legibly, including:  Patient details  A description of the appointment and any relevant medical information ☒ ☐ d. Using appropriate standard dental notation and dental terminology ☒ ☐ e. Performed all tasks above in accordance with organisational procedures ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 2.6 Provide a copy of appointment details (in written or printed form or electronically) to the patient that is: a. Accurate ☒ ☐ b. Legible ☒ ☐ c. In accordance with organisational procedures ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 2.7 Monitor appointment schedules and notify patients and the oral health ☒ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 8

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Workplace Supervisor feedback about the student’s overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks. Jaymee entered patient information onto our data system, answering patients' questions, and arranging referrals to other dental specialists Student name Jaymee C Dela Cruz Student signature Date signed 20/11/23 Workplace supervisor name NISHITA CHINTAKUNTA Workplace supervisor signature Date signed 20/11/23 *Note to Workplace Supervisor It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved. © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 10

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task Three – Processing Payments The following Observation Tasks must be performed three times for three different financial transactions where:  The student processed an applicable discount or rebate  At least one payment required the student to process and record payment for an applicable government benefits scheme  At least one payment must require the use of hicaps  Issued an invoice for each payment  Itemised patient services using the australian schedule of dental services glossary of item numbers  Recorded payments and issued receipts  At least one payment must be made in cash  At least one payment must be made using eftpos Client 1 Client 2 Client 3 Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No Yes No Yes No During the workplace observation, did you observe the student: 3.1 Itemise patient services using Australian Schedule of Dental Services and Glossary of item numbers including: a. Cross check item code for services received ☒ ☐ ☒ ☐ ☒ ☐ b. Correct any errors or notify the appropriate personnel of any errors (if applicable.) ☒ ☐ ☒ ☐ ☒ ☐ c. Ensure that the payment amount for each patient service was correct ☒ ☐ ☒ ☐ ☒ ☐ Second attempt (if first was not satisfactory) ☒ ☐ ☒ ☐ ☒ ☐ 3.2.Process payments, including any applicable discounts or rebates. Select the applicable boxes below to describe the payment that was processed: The the student must process at least one government benefits scheme and one HICAPS payment during the three patient transactions. Indicate below what discounts/rebates were applied for each client: No discount/ Rebate Gov benefits HICAPS ☒ ☐ ☒ ☐ ☒ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 11

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Client 1 Client 2 Client 3 Instructions: Please tick ‘Yes’ or ‘No’ or ‘N/A’ for each item in the list below Y N N/A Y N N/A Y N N/A d. Placing the cash into the cash drawer and providing the correct change to the patient (if required) ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ e. Provided the patient with an itemised invoice using the Australian Schedule of Dental Services and Glossary of item numbers as organisational procedures and receipt of payment. ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ Second attempt (if first was not satisfactory) ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ EFTPOS payments: a. Entering the payment amount into the EFTPOS terminal or checking that the payment amount is correct ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ b. Asked the patient to select their account or selected the appropriate account for the patient. ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ c. Asked the patient to insert, swipe or tap their card or performed this task for the patient if appropriate ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ d. Ensured that the payment was processed in the EFTPOS machine and that the payment was approved ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ e. Printed a merchant copy to be kept by the workplace and a customer copy for the patient ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ f. Provided the patient with an itemised invoice and using ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 13

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Client 1 Client 2 Client 3 Instructions: Please tick ‘Yes’ or ‘No’ or ‘N/A’ for each item in the list below Y N N/A Y N N/A Y N N/A Australian Schedule of Dental Services and Glossary of item numbers as organisational procedures and a copy of their EFTPOS receipt of payment Second attempt (if first was not satisfactory) ☒ ☐ ☐ ☒ ☐ ☐ ☒ ☐ ☐ Client 1 Client 2 Client 3 Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No Yes No Yes No 3.4 Maintain the integrity and confidentiality of patient records, including when transferring of electronic records including (but not limited to):  Transactions and communications regarding HICAPS payments  Transferring records for patient referrals  Other instances where patient records are transferred ☒ ☐ ☒ ☐ ☒ ☐ a. Adhering to workplace, legislative and regulatory privacy and confidentiality requirements ☒ ☐ ☒ ☐ ☒ ☐ b. Adhering to security policies and procedures ☒ ☐ ☒ ☐ ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ ☐ ☐ ☐ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 14

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task Four – Reconciliation Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No 4.1. Reconcile daily payment totals according to organisational procedures, including: a. Printing the appropriate sales reports and EFTPOS reports ☒ ☐ b. Following all organisational procedures for the security of cash such (e.g. counting all money in a secure location) ☒ ☐ c. Counting the float as per organisational procedures ☒ ☐ d. Counting the daily cash takings and reconciling it against the appropriate sales figure ☒ ☐ e. Counting the daily EFTPOS takings and reconciling it against the appropriate sales figure ☒ ☐ f. Investigating any variances (if applicable) N/A ☒ ☐ ☐ g. Reporting any variances as per organisational procedures (if applicable) N/A ☒ ☐ ☐ h. Securely storing all cash as per organisational procedures ☒ ☐ i. Filing all paperwork as per organisational procedures ☒ ☐ Second attempt (if first was not satisfactory) ☒ ☐ 4.2.Follow security procedures for cash handling, including: ☒ ☐ a. Counting cash which may include (but is not limited to) the the following:  Counting cash out of the view of others  Counting cash in a secure location  Ensuring that notes are seperated and that there are no notes stuck together  Bundling notes of the same denomination together and in standardised amounts as per workplace procedures  Bundling coins of the same denomination together and in standardised amounts as per workplace procedures b. Banking and/or storing cash which may include (but is not limited to) the the following:  Storing cash in a secure location such as a safe  Storing notes and coins of the same denomination together and in standardised amounts as per workplace procedures  Placing daily banking amounts together in a banking bag with the ☒ ☐ © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 16

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task Four – Reconciliation Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Yes No appropriate paperwork/deposit slip Second attempt (if first was not satisfactory) ☒ ☐ Describe how the student performed a payment reconciliation whilst following security procedures for cash handling Jaymee performed a cash reconciliation in crucial process that ensures the completeness of a sale or transaction within a company's financial systems, thereby ensuring both cash and revenue balances. Workplace Supervisor feedback about the student’s overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks. Student did a good job reconciling daily payment totals according to organisational procedures and Following all organisational procedures for the security of cash (e.g. counting all money in a secure location) also Counting the daily cash takings and reconciling it against the appropriate sales figure Student name jJaymee C Dela Cruz Student signature Date signed 21/11/23 Workplace supervisor name Nishita Chintakantu Workplace supervisor signature Date signed 21/11/23 *Note to Workplace Supervisor It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved. © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 17

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Observation Task Five – Maintain Patient Records Instructions: Please tick ‘Yes’ or ‘No’ for each item in the list below Patient one Patient One Yes No job role c. Only using patient information for genuine workplace reasons that are relevant to the collection of the information ☒ ☐ d. Ensuring that patient records are secure such as locking file cabinets after use or logging out of electronic programs when not in use ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ 5.5.Maintain up-to-date, accurate and complete records of laboratory work. a. Update patient information within a reasonable timeframe ☒ ☐ b. Enter all relevant information accurately and in accordance with workplace requirements ☒ ☐ c. Use appropriate dental terminology and abbreviations as required by the workplace ☒ ☐ Second attempt (if first was not satisfactory) ☐ ☐ Describe how the student maintained patient records in accordance with workplace and legislative requirements for privacy and confidentiality Jaymee mantained patient records in accordance workplace by following rules and regulations. Update patients information with a reasonable timeframe and used appropriate dental terminology as required by us. © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 19

HLTDEN017 Assist with administration in dental practice Workplace Observation Assessment v1.0 (2021/09/17) Workplace Supervisor feedback about the student’s overall performance during this task. Comments must describe what the student actually did and how they met the requirements of each observable task. Feedback can be specific to the tasks. Jaymee did a good job with the overall performance Student name Jaymee C Dela Cruz Student signature Date signed 21/11/23 Workplace supervisor name Nishita Chintakunti Workplace supervisor signature Date signed 21/11/23 *Note to Workplace Supervisor It is a requirement that all signatures must be done by hand or by inserting a proper electronic signature, where the image is fixed and cannot be moved. © 2020 Foundation Holdings Pty Ltd and its licensors Commonwealth of Australia Copyright Regulations 1969 | 20