Contents

Introduction………………………………………………………………………………………………………………………….3

Organisation Background………………………………………………………………………………………………………3

Professional Consultation and Client Relationships……………………………………………………….………3

Meeting Client Needs……………………………………………………………………………………………………………4

Client Communication…………………………………………………………………………………………………………..4

Client Access To Other Services…………………………………………………………………………………………….5

Client Confidentiality…………………………………………………………………………………………………………….5

Managing Challenging Behaviours…………………………………………………………………………………………6

Counselling Procedures…………………………………………………………………………………………………………6

Conclusion…………………………………………………………………………………………………………………………….7

Introduction
This report is going to address how Hurstville Medical Practice interacts with patients in the clinic. From many different aspects such as professional relationships between practitioners and patients, how patients needs are looked after and what ways are use to encourage patients to communicate with the practitioner their concerns. Other factors are how patients are informed about other services we provide in the clinic, how their sensitive information are kept confidential, when patients are being difficult with the staff how do we address this issue and if a staff or patient show signs that counselling is require how do we approach this in telling them.

Organisation Background
Hurstville Medical Practice (HMP) is located at 1 Park Rd Hurstville and is a small private practice that bulks bills. The trading hours are Monday-Sunday 8am-6pm, outsides these hours there is a 24 hours service if a general practitioner is needed.

HMP is a community service organisation that provides services of consultation, treatments, prescriptions, referrals and vaccinations with healthcare providers. Some examples are general practitioner, specialist, chiropractors, physiotherapist, psychologist and podiatrist. Within this 2 level building there are other services that we provide are dentists, remedial massages, acupuncture, x-rays and ultrasounds.

The staff level consists of receptionist, health care providers, managers and the boss. In the department I work is the administration sector, team members are all female and bilingual that comes from different backgrounds.

Professional Consultation and Client Relationships
The process for professional consultation, when a new patient arrives they are ask to fill out a registration form. That consists of personal information regarding address, date of birth (DOB), contact numbers and medical history. At the bottom there is also a signature required that assures patients this information is confidently and only the staff at this medical practice will see it. All consultations with all the healthcare providers are required appointments, however some general practitioners allow patients to walk in at anytime to wait. All consultations are held in rooms with doors that provide privacy for each patient.

Within HMP there are many different staff and services that the patient can establish a relationship with. Some examples are between the patient and practitioners when patients are seeking for care. Another relationship is the nurse and practitioners that do the dressing of wounds or vaccinations. The pathologist and patients have a relationship when the patient needs blood drawn or other tests. There are also relationship between the staff for example the receptionists, practitioners, nurse and pathologist as we work together on a daily basis.

The relationship between patients and practitioners has boundaries and remain professional at all times. This relationship is based on the patients need for care and the practitioners providing a treatment professionally. It has some aspects of friendship and trust that the patient can be assured their confidentiality, privacy and respect. All practitioners and staff that work in HMP has signed a document stating that