What is customer and service guidance? (2 ECTS)

Learning outcomes

After completing the course, you have adopted the key principles and core of customer and service guidance work, such as the legal and theoretical foundations that guide customer and service guidance work. After studying the course - you know the legal basis that guides customer and service guidance work - you know the different levels of customer and service guidance work and what is needed and relevant in the service system - identify the theoretical basis of customer orientation and understand its significance in the impact of customer and service management - you understand the importance and possibilities of customer and service guidance on the customer's care, rehabilitation or service path

Content

The course focuses on three main themes. The topics studied are: - customer orientation in customer and service guidance - professional interaction in customer and service guidance - the need for customer and service guidance

Prerequisites

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Teaching methods

Online teaching

Location and time

Non stop

Learning materials and recommended literature

Koivunen, Kirsi (2017) Asiakas- tai ihmislähtöisyys - tasavertaisuutta ja vastavuoroisuutta ammattilaisten ja palvelunkäyttäjien kanssa. Oulun ammattikorkeakoulu. https://www.theseus.fi/bitstream/handle/10024/123071/ePooki%206_2017.pdf?sequence=8&isAllowed=y Niemelä, Jorma & Kivipelto, Minna (2019). Asikaslähtöinen palvelupolkumalli tulevaisuuden sote-keskusten lähtökohdaksi. THL Työpapereita 37/2019. https://www.julkari.fi/bitstream/handle/10024/138819/TY%c3%962019_37_Asiakasl%c3%a4ht%c3%b6inen%20palvelupolkumalli_verkko_tark.pdf?sequence=1&isAllowed=y Moodlen recordings 1-2 and Börje´s story. Mönkkönen, K. & Kekoni, T. (2020). Monitoimijuus työntekijän voimavarana ja haasteena. Teoksessa Anneli Hujala ja Helena Taskinen (toim.), Uudistuva sosiaali- ja terveysala. Tampere: Tampere University Press, 215–240. https://trepo.tuni.fi/bitstream/handle/10024/124079/monkkonen_ym_monitoimijaisuus_tyontekijan_voimavarana.pdf?sequence=2&isAllowed=y Ristolainen, H., Roivas, P., Mustonen, E. & Hujala, A. (2020). Asiakaslähtöinen palveluohjaus. Teoksessa Anneli Hujala ja Helena Taskinen (toim.) Uudistuva sosiaali- ja terveysala. s. 241-266. https://trepo.tuni.fi/bitstream/handle/10024/124059/ristolainen_ym_asiakaslahtoinen_palveluohjaus.pdf?sequence=2&isAllowed=y Ristolainen, H., Tiilikainen, E., & Rissanen, S. (2019). Kotona asuvien ikäihmisten palveluohjauksen vaikuttavuus – kuvaileva kirjallisuuskatsaus. Gerontologia, 32(4), 252–274. https://journal.fi/gerontologia/article/view/75681/38962

Alternative completion methods of implementation

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Internship and working life connections

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Exam dates and retake possibilities

Non stop online exam Exercises can be repeated as many times as you want. There are three attempts to complete the exam.

International connections

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Student workload

Independent study, familiarisation with the material, assignments and exam online 54h.

Content scheduling

Non Stop Semesters

Evaluation scale

Pass/Fail