Client Service and Counseling in Social and Health Care Services (5 ECTS)

Objective

Learning outcomes
As a student you comprehend the importance of understanding the client in health care and social services. You understand the connection between the client experience and the effectiveness of services and know how to develop new kinds of work forms and services. You comprehend the active role of the client as a user and developer of laboratory services. You are able to instruct and advise laboratory clients with evidence-based methods while utilising digital tools. You understand the duties and competence of various operators in health care and social services and are able to work in various teams and networks across different units and organisations.
You understand the principles of good client service and work with a client-centric approach, using the Finnish and Swedish language. You understand the importance of guidance and education, and are able to plan, implement and assess guidance and teaching with a client-centric approach, using Finnish and Swedish.

Content

Contents
Client-centric laboratory services in health care and social services
Evidence-based guidance and advisory services in laboratory work
Multidisciplinary work in teams and networks for the development of laboratory services
Client service at the laboratory and instructing clients/patients in Finnish and Swedish
Utilising Swedish-language client service, guidance and teaching material in a client-centric and goal-oriented way

Location and time

Myllypuro

Materials

Materials in learning platform.
Materials given by teachers.

Materials can be used only in your studies.


Swedish > the material is available in Moodle before the course start

Teaching methods

Contact teaching
Net learning, independent net learning
Independent learning
Learning assignments
Possible exam

Swedish: contact teaching, independent learning, pair work

Employer connections

Possible practice in innovation centre. Possible co-operation with working life.

Exam schedules

Learning assignments will be given at the beginning of course.

Swedish > Oral test in pairs and a written test at the end of the course.
Two retakes are possible.

International connections

N/A

Student workload

Client Service and Counseling 54h.
Swedish 81h.

Content scheduling

N/A

Further information

Client Service and Counseling: passed/improved
Swedish: Oral and written skills 0-5. Class attendance is mandatory.

If the student has studied in Swedish at school, or previous school studies are done abroad, and the student hasn't studied Swedish before, he/she shows Finnish language skills to a Finnish teacher.


If the student has a RPL decision of Client Service or Swedish, he/she shows it before the start of the course

Customer service: assignments must be returned on time, in order to be evaluated during the course. There can be mandatory lesson in customer service. Lecturer will assign compensatory for this absence.

The use of artificial intelligence is not allowed. Students are not allowed to use artificial intelligence to create the content of works without separate permission or approval.

Evaluation scale

0-5

Assessment criteria, satisfactory (1)

Assessment criteria
Satisfactory (1–2)
Swedish:
The student can communicate in their most typical general and field-specific professional situations in working life. The student can write simple texts with a reasonable amount of consistency. There may be errors, but the message comes across nevertheless. The student takes part in simple interaction, but often needs help from other speakers.
The student is comfortable with everyday vocabulary and the vocabulary of their own field, but inaccuracies and the influence of other languages may make it difficult to get the message across. The student uses the most common basic structures in a one-sided way and sometimes incorrectly. The student can pronounce understandably but not like a native, and slowness in the speaking rhythm makes it difficult to assess how well the message may get across.

Assessment criteria, good (3)

Good (3–4)
Swedish:
The student can communicate reasonably well in their daily general and field-specific professional situations in working life. The student is able to write a text with coherent content, getting the message across, and is proactive in interaction in common situations in the field.
The student is reasonably fluent in the basic vocabulary of their field and general language. Word choices may sometimes be inaccurate and the sentence structures imperfect, but these do not interfere with communication. The student pronounces comprehensibly, and pauses in the flow of speech do not prevent the message from getting across.

Assessment criteria, excellent (5)

Excellent (5)
Swedish:
The student can communicate in versatile and demanding general and field-specific professional situations in working life. The student can write clear and detailed text in a way that is suitable and accurate for the situation. The student takes an active part in interaction in a way that is appropriate in professional situations. The student speaks fluently and effortlessly and takes other speakers into account. The student uses general vocabulary and the vocabulary in their own field in a versatile way, making very few grammatical errors. The student pronounces clearly and the speech sounds natural.

Assessment criteria, approved/failed

Approved/Failed
Customer service:
Approved/Failed
Assessment framework, see the appendix

Assessment methods and criteria

Customer service: Learning assignments will be evaluated. Learning assignments must be returned by deadline in order to be evaluated.

Swedish: oral test in pairs, written test, evaluation on a scale 0-5

Qualifications

Prior competence:
Swedish:
The Common European Framework of Reference for Languages (CEFR) B1.

Further information

Additional information
If your school education language is not Finnish, you must complete the Finnish as a second and foreign language implementation instead of the Swedish language component included in this course.

Further information

Additional information
If your school education language is not Finnish, you must complete the Finnish as a second and foreign language implementation instead of the Swedish language component included in this course.