Asiakaspalvelu ja ohjaus (5 cr)
Code: SX00BN75-3129
General information
Enrollment
04.05.2020 - 17.05.2020
Timing
19.10.2020 - 31.12.2020
Number of ECTS credits allocated
5 op
Virtual portion
1 op
Mode of delivery
80 % Contact teaching, 20 % Distance learning
Unit
Terveys
Campus
Myllypurontie 1
Teaching languages
- Finnish
Seats
20 - 95
Degree programmes
- Sairaanhoitotyön tutkinto-ohjelma
Teachers
- Teija Rautiola
- Mirja Järvinen
Teacher in charge
Teija Rautiola
Groups
-
SXO19S1ASairaanhoitotyön tutkinto-ohjelma, päivätoteutus, hallinnollinen ryhmä A
-
SXO19S1BSairaanhoitotyön tutkinto-ohjelma, päivätoteutus, hallinnollinen ryhmä B
-
SXO19S1CSairaanhoitotyön tutkinto-ohjelma, päivätoteutus, hallinnollinen ryhmä C
Objective
Students
- understand the philosophical, ethical and pedagogic premises of client service, instruction and counselling as well as their significance to their actions
- master client service, education and teaching as a work method included in their profession and use it in different contexts
- know how to plan, implement and evaluate client-oriented education and teaching in Finnish and in Swedish in cooperation with other experts
- are able to use existing educational and teaching material as well as produce new material in Finnish and in Swedish considering the client-oriented approach
- are able to assist clients/patients in using appropriate social and health care services.
Content
Concepts, ethics and learning strategies of client service, education and teaching
Client service and client/patient education and teaching in Finnish and in Swedish
Client service process and elements of good client service
Education and teaching process: needs evaluation, planning, implementation (methods, form and content), evaluation and documentation
Client- and goal-oriented utilization of Finnish and Swedish client service, education and teaching material
Various evaluation methods for client service and education regarding quality and effectiveness as well as development of client service, education and teaching
Location and time
Myllypuro
Materials
Matkaopas asiakaslähtöiseen sosiaali- ja terveyspalvelujen kehittämiseen
https://www.businessfinland.fi/globalassets/julkaisut/matkaopas.pdf
Others will be given at Moodle
Client service and counseling: DUODECIM oppiportti online course: Asiakaspalvelu terveydenhuollossa
Swedish material at OMA
Teaching methods
contact and online teaching, independent studies, group work, online studies
Employer connections
N/A
Exam schedules
will be announced in the beginning of the course
International connections
N/A
Completion alternatives
N/A
Student workload
Swedish/Finnish: 3 ECTS= 81h
Client Service and Counseling: 2 ECTS
Content scheduling
N/A
Further information
compulsory attendance at the orientation lectures
the student will present possible RPL decisions in the orientation lecture
Evaluation scale
0-5
Assessment criteria, satisfactory (1)
See a separate framework for evaluation.
When evaluating the competences, the evaluation criteria for competent/intermediate level is used.
Assessment criteria, approved/failed
Student
- can search for knowledge resourcefully utilizing sources of the field and uses the knowledge base of the field
- is familiar with the knowledge base and core components of the profession
- has adequate professional skills to work in the profession
- can work in a client-oriented way
- solves professional tasks and problems
- works safely and in accordance with the ethical principles of the field
- displays competence benefitting groups or projects
- is able to evaluate personal strengths and weaknesses and development needs
Assessment methods and criteria
Client Service and Counseling: passed/improved
Swedish: oral and written learning assignments (and exams): oral and written skills separately on the scale 1-5
Further information
N.B. In case the student’s educational language is other than Finnish, s/he carries out the course in Professional Swedish (Svenska - Kundbetjäning och handledning) and Finnish as a second language/foreign language.