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Customer Relationship Management Oz Assignment
Customer interaction is an interaction that is formed when a medical practitioner such as a nurse is providing service to the patients (Chahal & Kumari, 2011). The relationship formed between the medical practitioners is a critical factor in determining the quality of service offered to the consumer and in promoting the good health care of the patient.
According to a survey that conducted by Deloitte much health service consumers value the interaction they get from service provider above all other aspects in health such as cost. Patients want to be handled by practitioners who care for them and offer personalized services to them (Darlow, Gilbert & Quiroga, 2013). They like being handled by practitioners who listen to them and show deep concerns about their health condition.
Health practitioners should take into consideration on how they handle their customers. They should not only view their interactions with the customer as provider- client interaction but also as a friendship. This view of friendship will help the health workers to apply the principles applied in friendship to the provision of healthcare service. A good friendship is characterized by trust and respect. Love is also a characteristic of good friendship (Chahal, 2010).
Health workers should handle their clients with respect. Since health worker mainly work depending on the information given by the client, then trust is a very crucial aspect in the provision of health service. The health workers should therefore handle the client in a manner that trust is built and maintained. When clients are receiving service from the practitioner, they should feel they are in the hands of those who love them. Some health workers handle clients in a way that makes the client feel that they should have come to seek medication (Halcomb, Davies & Salamonson, 2015). Some even decide not to go back to the same health facility to seek for medication. This story has really pinpointed my serious weakness. I have realized that I lack the confidence of sharing personal experiences and testimonies. I believe this weakness has cost the life of many people who would have otherwise been saved by my experiences and testimonies. It came to my attention that after the narration I somehow felt judgmental concerning the illness of the patient in the narration. However I now feel that that should not have been the case.
When interacting with clients, health workers should show interest in their conversion. Being interested in the conversion shows that you are concerned with the state in which the client is. Interest can be enhanced and maintained through active listening being attentive (Wagner & Bear, 2009). It can also be shown through providing proper warm responses to the client. It can further be enhanced by participating in the conversion. Conversion should not be one sided. Finally health workers should empathize with the client. You should indicate that the situation in which the client is has genuinely touched you.
The term reflection is often in different context to mean different thing. In the context of health care, it is often used in referring to the process through which people learn by review and evaluation of different experiences encountered. It can either be done when an activity is ongoing or to an activity that is already past (Johns & Freshwater, 2009). This learning is intended to help a person in his activities to come. The purpose of this reflection paper is to highlight the professional development that I have gain from the story of the consumer who was diagnosed of prostate cancer. I am going to use Gibbs model in my reflection. This model allows one to learn from experiences and plan for improvement in future. It allows health practitioner to increase their confidence in the execution of day to day activity. They get an opportunity to learn from past mistakes. In the reflection process, the event in which the incident occurred will be described, my feelings, evaluation of the feelings, analysis, conclusion and finally the action plan will be described. The action section will describe what I am planning to improve in future based on the reflection of past activities (Hua, Becker, Wurmser, Bliss-Holtz & Hedges, 2012).
This reflection is based on a narrative of a consumer who was diagnosed with metastatic prostate cancer. The consumer had always been in good health. He always exercised body fitness. With this practice, he never imagined that he would ever be diagnosed of a disease such as metastatic prostate cancer. He had even never bothered to go for prostate checkups. The consumer also recalls that he never went to hospital during sickness times. Exercise was enough to restore his health and continue with his daily activities (Bulman, Lathlean & Gobbi, 2012).
A time reached when the consumer felt severe pains which forced him to seek medication. In hospital, it was confirmed that he was suffering from metastatic prostate cancer, a disease that often affect men above the age of fifty years. His disease was actually at an advanced stage. This is because it had spread to other parts of the body. It should be noted that prostate cancer is easily treated during it early stages of development as it was indicated by the patient. It is quite unfortunate that this disease displays no notable signs during the initial stages. Symptoms start showing at advanced stages. At advanced stage, this disease is hard to treat. The patient who was diagnosed of the disease says that he would be in better heath state would he have gone for check up early enough. He is now on with his medication that is helping him continue with his life.
The consumer has launched an initiative of creating awareness to other people to go for checkups. He uses his own experience to encourage his friends and relative to go for checkups. Through this initiative, he has managed to save his brother’s life and the lives of several people who have gone for checkups. The patient viewed his illness from the positive point of view. He narrates that through his sickness, he has been able to save the life of his younger brother (Munhall, 2012). His attitude towards the disease has really helped him a lot to live with the condition well. He has also accepted his condition and often goes for medication. He believes that if men can go for regular checkups, then the number of men suffering from prostate cancer will reduce significantly.
Feelings and thoughts
There are many patients who have the same experience as the one experienced by the consumer in the narration. Many people are suffering from prostate cancer without their knowledge.
The story of the patient in the narration really touched me. I encountered mixed feeling after going through this narration. I felt happy and guilty at the same time. The efforts made by this patient in creating awareness made me feel happy. This is because many people are getting the education and are able to seek medication in the right time. On the other hand, this story made me feel guilty. (Mantzoukas, 2008). I felt like I had failed to create awareness at personal level despite having the knowledge of the disease and how it can be overcome. Despite having many friends and people I knew, I made no effort to educate them. I really felt sympathetic with the patients’ case. (Levett-Jones, Gersbach, Arthur & Roche, 2011).
The story made me become judgmental of his situation. My thought imagined that the consumer in the narration was somehow suffering the consequences of his negligence. This is because he intentionally neglected seeking medical attention for a long time even when he felt ill. The narration of the story reminded me of my loving uncle who was suffering from the same illness. He had been sick for a very long time. Despite having such an experience to share with people, I always shied away from sharing stories that I was closely connected to.
This narration has really encouraged me a lot. It has enabled me learn how much impact I can bring by creating awareness to other concerning prostate cancer and how it ought to be handled (Brown, Kirkpatrick, Mangum & Avery, 2008). I have also realized that I have been wasting a lot of opportunity of reaching people and informing them about prostate cancer. Through my life, I have passed through several circumstances and industry experiences that when used well can have a greater impact to the lives of many patients. This story has really pinpointed my serious weakness. I have realized that I lack the confidence of sharing personal experiences and testimonies. I believe this weakness has cost the life of many people who would have otherwise been saved by my experiences and testimonies. It came to my attention that after the narration I somehow felt judgmental concerning the illness of the patient in the narration (Lisko, & O'dell, 2010). However I now feel that that should not have been the case. Health workers should handle their clients with respect. Since health worker mainly work depending on the information given by the client, then trust is a very crucial aspect in the provision of health service. The health workers should therefore handle the client in a manner that trust is built and maintained. When clients are receiving service from the practitioner, they should feel they are in the hands of those who love them. Some health workers handle clients in a way that makes the client feel that they should have come to seek medication.
The Australian government recommends that men above the age of fifty years should go for frequent prostate health check. This is to ensure that the disease is detected early enough so as it can be treated. Late detection makes it difficult to treat the disease (Fejes, 2008). Creating awareness can significantly help to increase the number of people who go for checkup. This will in turn help in facilitating early detection and thus early treatment will be administered accordingly. A majority of people think that creating awareness is the function of only some few selected bodies or government agencies. Contrary to that popular believe, everybody has the responsibility of creating awareness. This is evidently seen from the narration above. The patient in narration is creating awareness out of his own will or love for others. He is doing so through sharing of his story and also sending messages to friends and relatives (Brunero & Stein-Parbury, 2008).
Prostate cancer control requires efforts of all people. There are many ways in which the infection of this disease can be controlled. One of this ways is to create awareness to those people are at the risk of getting disease (Polit & Beck, 2008). The narration of the patient has actually opened my mind and informed of the role that I can play as a medical practitioner in creating awareness. Sharing personal experience is also an effective tool that can be used to educate people on different aspects of their health.
My plans for future is to develop enough courage that will enable me perform my tasks better. Courage that will help me attend to varied needs of the patients both in the hospital and away from hospital. I will now be more willing to share experiences that my help patients deal with different condition.
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