People's Behaviour in the Quality of Service or Care - Essay Example

Introduction The primary requirement of essay is to illustrate the experiences that I had in the taking care of the patients. The act amounts into a reflective analysis through a personal awareness. Personal-awareness in personal and professional development is a clear perception of one’s personality, weaknesses, thoughts, beliefs, habits, values, motivation and emotions. Personal-Awareness allows one to understand other people within personal or professional space, how they perceive you, your attitude, behavior and your response to them at any given moment. By this, personal-awareness not only helps in improving our judgment but also in identifying opportunities for professional development and personal growth. It directs on what action is best or suits a particular situation (Tjoa, Simon, Jakoubi, Goluch, and Quirchmayr 45). A health assistant acts in the delegation from a health professional. The health assistant, therefore, does not belong to a distinct profession. Correspondingly, a health assistant works according to guidelines that the NMC conduct codes put forward. The NMC code of performance requires that every HCA have a qualification that also has evidences. The evidences enumerate the list of certificates that illustrate the educational level, the place of education and the specific skills that the HCA is capable of performing (Osborne 7). Working in the community, I have been taking care of an 18-year-old patient in his home. The patient was suffering from a chronic lung disease and so had to use a tracheostomy tube to help with his breathing difficulty. The function of the tube is to clear and remove secretions from the patient’s airways and provide an easy and safe delivery of oxygen to his lungs. There is this particular morning that I was looking after him as recommended that he undergoes saline nebulizer every morning. This clears off the thick mucus he produces to make it easy for him to breathe easily. In addition, I give him colomycin, which is an antibiotic that helps kill bacteria. This is necessary for him as he is at risk of catching bacterial infections. Most of the times he is always asleep as this is done in the early morning hours. On this day, just as I was done with his saline nebulizer, he was up. I then began to try to connect the chamber to his trachea to start the colomycin nebulizer. He started shouting that he did not want the procedure done. He wanted to be left alone. He pulled the chamber off his trachea and kept shouting. I tried to talk to him to make him understand that I was doing this to help him. The patient kept shouting and cursing that he did not want the medication. I was shocked due to his reaction and left him alone to calm down. I had never experienced this with the patient. The fact that he was very abusive and took it all out on me made me annoyed. At this moment I thought that there is, no way I could use to make the patient take his medication. I was giving up on him. I thought he could not calm down and listen to me. I did not want to take the blame either, so I kept on defending myself and trying to explain to him that I was only helping him with medication. However, I was still to do something as the NMC code of conduct demands. It demands that health officers should ensure that care of their patients is their main priority when treating them as individuals and respecting their dignity (Sutcliffe 37). Under this, NMC code of conduct demands that the health officer collaborates with the patients under their care. Therefore, feeling discouraged and annoyed, I still had to listen to the patient and collaborate with him to know what he wanted. Evaluating the whole event, I realized that the entire experience was not negative as I had previously thought. Some positive aspects had also unfolded from the event. The patient eventually calmed down and allowed me to give him his medication. This positive event had been the result of the entire event. Things could be worse if I gave up on him completely and did not give the medication. However, the NMC code of conduct had helped me deal with the patient. I decided to collaborate with him and make him my concern (Osborne, 7). Another positive aspect that came out is that the patient apologized, and I apologized too. This gave us a plain field to rebuild the pre-existed relationship between the patient and me. I understood that he over reacted. I also understood that it was not appropriate for me to keep talking to him and defending myself. This only worsened the situation as he kept shouting. As much as there are the positive aspects in the event, I initially had regarded the whole event negative. My inner morale and motivation had been distorted completely at first. The patient was abusive and took it all out on me. This demoralized me and discouraged my effort. In the end, I was almost going against the NMC code of conduct. The code of conduct demands that a health practitioner should deal with problems accordingly (Sutcliffe 37). The practitioner should not allow a patient’s complaint to prejudice the care delivered or provided to the patient. Going against this would mean bringing down my career. On analyzing the whole event, I realized that I needed to know a lot about personal awareness. Personal-awareness helps us understand other people’s feelings, behavior and attitude. Personal-awareness also helps us control our behavior and attitudes (emotions) in order to provide efficient care delivery (Francisco 553). Emotion is a great key element of personal awareness. Understanding our feelings, what causes them and how they affect our thoughts and actions is what is referred to as emotional personal-awareness. Just like a normal driver who knows how to start his car and drive off. His mechanic too knows how to do it. However, the mechanics understands more and can start the car in the occasion when the driver is unable. This is because the mechanics understand the internal processes involved in getting the car started. Equally, a person with very high emotional awareness understands the internal processes associated his emotional experiences. This gives a greater control over the emotions (Rosemary 56). Therefore, I learnt that my emotional reaction towards the patient’s shouting and cursing was what almost brought my career down. If I understood my emotions and were able to control them, I would not have overreacted emotionally. I would have understood that bad communication could get things out of hand. The moment he started shouting, I was to stop immediately and gently try to reassure him that everything would be fine. It was unnecessary forcing the chamber on him. In addition, just as the NMC demands that we cooperate with the patients, he needed some time (Sutcliffe 37). I was to allow him some time then talk to him later before trying to connect the chamber into his trachea. This could have sorted the situation safely without much struggle and emotional torture to both of us. Conclusion In conclusion, I came to learn that every situation is a learning moment. Any good or bad situation provides something to learn. Many positives could as well come from a negative event or experience. I also got to learn that through self or personal awareness, we can understand our behaviour and attitudes and how to control them. Our behaviour and attitude play a big role in the quality of service or care we deliver to other people or our clients. However, by knowing how to control our emotions, it is easy to know how to prevent a simple situation from getting out of hand. In addition, I understood that there were some alternatives that I could use in the event. I could have minimized my defense response and just called someone close to the patient. A family member is more preferred to try to calm him down before I intervened in explaining why the medication is important. I also learnt that it is of great significance to abide by the set code of conduct of any profession. It is not easy to bring your career to a halt when one follows these conducts. Getting to remember the NMC code of conduct made me realize that the patient was to be my first concern, and I had to put up with him no matter what (Sutcliffe 37). This affected my actions and reactions. Action plan If a situation similar to this rises again in the future, I feel prepared to handle it and put it under control. I will approach the situation more effectively by communicating to the patients based on their emotions and not my own. Realizing that emotions play a big role in care delivery, I will not let my emotions get into the way to distract me from providing quality care and service. I put my emotions under control before embarking on response. I will use the most effective communication skills to get to the patients. In addition, I will also consider alternatives like trying to bring loved ones close. It is rare that patients will shout to the people they care about. Therefore, I will consider this as an alternative. Works Cited Tjoa, Simon, Stefan Jakoubi, Gernot Goluch, and Gerald Quirchmayr “Extension of a Methodology for Risk-Aware Business Process Modeling and Simulation Enabling Process-Oriented Incident Handling Support” (2008): Print. Yu, Anna, Athanasios Bamis, Dimitrios Lymberopoulos Thiago Teixeira and Andreas Savvides "Personalized Awareness and Safety with Mobile Ph ones as Sources and Sinks” (2008): Print. Casquel, E. Cunyat and A. "Temporary Contracts, Employment Protection And Skill: An Application To Spain." The Manchester School, 79(6) (2011): pp.1237-1261. Thornes, Rosemary. 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