Service Recovery Case Study

Session 1: During this face to face session on 8/8/16, MHS addressed the following ADLs: Medication Monitoring, Community Involvement, and Functional Skills. MHS asked the client if he had taken his medication today. The client reported that he did take his medication. The client mood was cheerful and inviting. The stated he is still looking forward to working when he can. The client stated he gets bored sometimes just sitting at home. The client requested to be accompanied to the library. MHS praised the client in making progress for independent living (20 mins). MHS accompanied the client to the library to view educational videos on how to display appropriate social skills in the workplace (25 mins). MHS suggested visiting the library gives

I was nervous at first because this was this was my first field work, and had just started the Therapeutic Recreational program. Nichole Cummins was aware of this and made me comfortable in my new venture at the St. Joseph’s Impatient Rehabilitation Unit. I discussed my goals with her before starting the field work. The unit is on the 4th floor of the main hospital. Files of patients are filed in a secure cabinet. My field work was 60 hours of experience. My goals were to learn about documentation, program planning, and activity modification.

The problem: University of Nevada Cooperative Extension (UNCE), ALL4Kids and Little Cooks & Little Books, are funded by Supplemental Nutrient Assistance Program Education (SNAP-Ed). SNAP-ED, has imposed a new policy that there are no reoccurring services allowed at the SNAP-Ed school sites. The policy created more community based instructors (CBI) then SNAP-Ed available school sites, because of the new policy both programs are struggling. On the structural totem pole shareholders and the community can dictate what can happen with SNAP-Ed funded programs. UNCE teams are strong, and ALL4KIDS, and Little Books & Little Cooks teams are have experience and education people and their focus is finding new sites to serve.

This agency is dedicated to rehabilitating aged and disabled individuals within the confines of their residence, in order that they may maximize their contributions and fulfill their goals as a family member and member of society with a minimum of conflict. In accomplishing this end, it is felt that the self-respect of the individual can and will be enhanced.

The reason that Mr. Michael A. Karson applied for Vocational Rehabilitation services is to obtain help and support with counseling and therapy as well as with tuition, in order

The individual is on junior level and has demonstrated his ability to comply and meet the requirements of this level. The individual continues to work on his interpersonal and independent living skills daily. In processing with the individual and his Social Work the discharge plan is for the individual to transition into an independent living program. While the individual is making consistent progress towards his discharge plan, he is not quite ready for independent living due to the fact he continues to struggle with some of his basic living skills to include but, not limited to personal hygiene, housekeeping and laundry. The individual and NHCS will work collaboratively together to ensure that he continues to be successful in school. In

I: CM questioned client about his health and skin condition.CM asked client if he was currently receiving mental health service at the VA outpatient clinic on. CM discussed housing programs with client (skid row housing, VASH). CM also inquired about client’s motivation level, by using open-ended questions. CM questioned whether the client was interested in participating in the program savings plan. CM continued to assess for PTSD symptoms, substance abuse, and medication compliance.

Pioneer Services. We managed to resolve a majority of the burial and cemetery expenses with my personal loan.

The service agreement is an agreement plan that clearly expressed contract, agreement between the worker and the client, family, and group concerning a targeted issue, goals, intervention, roles, and tasks of the participants. Its major obligation is to have agreement, phenomenal participation that will achieve proper intervention process that will propagate reciprocal accountability, and clarity. The service agreement could be oral or written. But written is more advantageous because, the social worker will always give a copy of all discussed for the purpose of remembering everything discussed with the client and to hold the social worker accountable for the type of services administered. Both of them will sign the written form for it to be

I: CM used open ended questions to inquire about the client’s missed appointments with LAMP VASH. CM questioned client regarding updates with his social security payment. CM discussed a plan with the client that will help the client prioritized all of his housing appointments. CM explained to the client the importance of keeping all of his housing options available by attending all of his appointments and meeting all of the requirements.

During my placement, I also had difficulty with treatment planning. I struggled to find activities that were motivating and challenging for clients. Additionally my body language had not been clear to my supervisor and patients, making communication difficult. With one patient, this combination of communication and treatment planning difficulties may have left her unprepared upon discharge. C.D. was a 77 year-old female patient with End-Stage Renal Disease among other medical issues. She was new to dialysis, and went three times a week for the treatment. C.D. often stated she was too tired for therapy and required coaxing or encouragement to participate, particularly on the days she had dialysis treatment. She had not been using a mobility device prior to admission but had a rolling walker at home. I struggled to find meaningful occupations that would motivate her participation in

One example of how I grew as an ESOL educator was through another professional development provided by another of the refugee resettlement agencies. The topic of the in-service was story telling, and letting the students using their stories as venues to not only develop their English proficiency, but for them to feel at ease when completing writing assignments. The story telling topic was interesting and gave me diverse ideas of ways I could incorporate the topic in my lessons. However, the best part of the training was when a former student of the school use his own life story to explain to us the diverse things he had done since he came to the country to now that he is a student in Georgia State University, while working in television/movies

Maureen Connolly is asking from Mary to be trained for the Sun City Center accounting software, they are upgrading their software and they will be holding training next week. Currently the contract states that FirstService has to provide backup in case of an issue with the accountant. Matt Sluizer will be partaking in the training as he is a backup but they would also like it if I could sit in on the training Tuesday as an additional backup if ever needed. I had previously filled this role and had to assist about three or four years ago when they did have an issue.

I like how you mentioned and broke down service recovery. Healthcare providers are all in the service industry and most of all it directly effects people's lives. One of the key elements to service recovery is simply listening. Taking the time to listen to our patients needs, put ourselves in their shoes, and show empathy. Although this sounds simple we find ourselves facing challenges amongst the department employees such as training, empowerment, and consistent execution. Employees need to be trained and empowered to perform service recovery while consistently executing on a daily basis no matter what problem is presented. This ties directly into the cultural leadership model. This is being practiced as 1 of the 12 behaivor models

1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com