Chapter 14: Evaluation of Practice
Remember! No identifying information when discussing clients.
Please answer the following questions when creating your journal entry. Feel free to use references, share links, media, pics, and other items that you feel would help your teammates.
- When terminating an interaction with a client, a social work student asks them, “Is there anything more I can do for you today?” How is this one question evaluating the student’s and the agency’s service to the client?
- What other questions could a student ask their client, to determine if there is mutual understanding, as well as any feedback from the client regarding the agency or the social work student?
- How can the social work student take the clients’ statements and feedback and use them to improve the agency? How can the social worker use the feedback to improve their own skills?
Elizabeth Prophete
Orlando Health REACH
– By asking that question when terminating an interaction, this allows the client to discuss what issues they may still be facing from goals that were listed and or if new goals have arises. For example, at REACH, when a client responds asking for assistance with applying for Medicaid after they have been given the link on how to complete it, this can show that the client may need additional help in actually completing a 3 way call with the SW and completing the task together. If a client responds that there are no additional services/assistance needed, then it shows that the issue had been taken care of and or in the process of, or that the client may not find a particular issues to be of importance.
– That depends on the agency and how they have been guided and instructed on how to terminate a client. Sometimes at REACH we don’t hear back and have to terminate due to not being able to reach the client. When we do get to our 4th week of the case and will be closing out the clients referral/case, it’s best practice to reiterate all the tasks that were listed and completed as a confirmation of these goals being met or if the client no longer needs assistance with. Best practice also consist of informing the clients a week prior to the week you’ll be closing the case/referral so that everyone is also on the same page. That way the client isn’t caught off guard when it comes to the termination date. To make sure there is understanding, you just repeat what was discussed and ask them if you are missing anything.
– Unfortunately at REACH we do not ask questions as to how the SW did or agency did etc. I believe there are surgery that are sent out to gather that information. Like mentioned earlier, it all depends on the agency. Some agencies may want the SW to ask these questions at the end of there sessions with the clients, others will just send out a survey. Whatever responses are given are focused with the director then down to the supervisor and then assistant and then the SW. a plan is put in place in there are improvements that are needed and recognition should be given for the positive behaviors.
Celia (Agency-HOPE) – When terminating an interaction with a client, I usually ask “Is there anything that we missed today or Is there any additional support that I can help you with today?” I find that clients answer this question by letting me other issue that requires support or close the assessment process by saying “no”. I believe the clients evaluate the service once they receive the resources.
Other questions could a student ask their client, to determine if there is mutual understanding is “How are the resources working out for you?”, “Would you like to provide any feedback on our services?”, and “Can you provide feedback on how we can be of better assistance for you?”
The social work student can take the clients’ statements and feedback to improve the agency by sharing the comments with the director and discussing (and if appropriate) then creating a plan to implement improvements. The social worker can use the feedback to improve their skills by implementing the feedback with the clients and future clients.
Celia- I like the question of “how are the resources working out for you?” because that could give us insight about client care, AND about larger issues. A client might be happy with how you’ve helped them, but frustrated at the lack of housing resources or having difficulty contacting other resources. Sometimes people aren’t looking for solutions and just need to vent, so we can empathize with them about the lack of resources in a certain area. Or we can use this as a chance to provide support with contacting resources. That’s a great question that I think I’ll be incorporating in my practice! -Polly
Alicia (Orlando Health, Health Central)
- When terminating an interaction with a client, a social work student asks them, “Is there anything more I can do for you today?” How is this one question evaluating the student’s and the agency’s service to the client?
As a part SW discharge planner, I have short and brief interactions with patients. Once I complete my assessment, I always ask the patient is there anything else outside of your hospital stay that you need assistance with. I ask this question because I have worked in public service for 29 years and am very familiar with community resources and agencies that can assist with services.
- What other questions could a student ask their client, to determine if there is mutual understanding, as well as any feedback from the client regarding the agency or the social work student?
Before I begin my assessment, I explain in detail why I am completing it. Prior to departing, I ask the patient whether they understand what we talked and if they have any further questions. I inform them that any requested items, such as DME (durable medical equipment), or requested services, such as physical therapy, must come from the recommendation of the doctor as well as the approval of their insurance provider.
- How can the social work student take the clients’ statements and feedback and use them to improve the agency? How can the social worker use the feedback to improve their own skills?
When I first started, I would always discuss requests made by patients or family members for what they wanted to receive upon discharge and post-care. I immediately found that patients can only receive what their doctor and other medical professionals deem necessary, but their insurance plan controls the final decision. Since the healthcare industry is controlled by insurance plans, I really don’t see a way to improve this issue. After learning this information, I was able to inform patients and family members about how things work, and if they had a plan that did not cover much, I would urge them to change their plan and locate one that would align with their medical needs.
Alicia- Asking patients if they understand what you’ve talked about is so important, and shows how much you care about your patients. For a lot of patients I’m sure the whole hospital/insurance thing is confusing, and it’s possible that nobody else took the time to check in with them. It must be hard trying to advocate for your patients while navigating extreme limitations from insurance. Props to you for all that you do! -Polly
Alicia, I agree with Polly. Yes asking that question is very important especially for clients who are not from this country and don’t have a general understanding on how thing work here in the US. Sometimes when using a translator, the trans lot doesn’t interpret things well and so asking that question several of times will be very helpful for them. – Elizabeth
Name: Polly Smith
Agency: Seminole County Public Schools
When terminating an interaction with a client, a social work student asks them, “Is there anything more I can do for you today?” How is this one question evaluating the student’s and the agency’s service to the client?
By asking this question, the client can provide feedback for the services provided to them. If they need additional support or resources, this question gives them the opportunity to bring it up. Or, if they are satisfied with the services, this question also gives them the chance to provide positive feedback.
What other questions could a student ask their client, to determine if there is mutual understanding, as well as any feedback from the client regarding the agency or the social work student?
Here are some questions I might ask:
“I know I just went over a whole bunch of information- what questions or thoughts do you have at this time?” -this question is a way to pause, check in, and address any concerns towards the beginning of a session
“What are you hoping to get out of today’s session?” – this question assesses the client’s expectations for how much I can help them
“Are you familiar with what we do here?” -I would ask this question to students to see what their understanding of school social workers is and ensure mutual understanding.
“We have about X minutes together today, and I want to make sure we use our time well. What would you like to focus on today?”
“We only have X minutes left, so before our time is up, would you like to continue with this or talk about something else?” -These two questions are good for children and adults, and is a way to show the client that our time together is valuable, and that I care about addressing any concerns or needs during our time together.
“So when you came in you were feeling X way- how are you feeling now?” -I want to make sure clients leave (at least) slightly better than when they came in.
“What concerns do you have about my services or this agency?” -I like being direct and showing clients it’s okay to have uncomfortable conversations. Most of the time when I’ve asked this question, it has led to great conversations in which clients share positive feedback or ask insightful questions.
How can the social work student take the clients’ statements and feedback and use them to improve the agency? How can the social worker use the feedback to improve their own skills?
When clients provide feedback about an agency, it is the social worker’s responsibility to pass that information along to improve services. I like to use client feedback to provide possible solutions or learn more information, rather than just focusing on the negative. Client feedback is valuable and powerful, and should be used to guide how an agency provides services. For example, the elementary school students consistently ask for more time with the social worker. There are a lot of factors that are outside of the school social worker’s control, but we take that feedback and voice it to the school so that they know what the students are asking for.
Client feedback is also valuable for helping us become better social workers. Whether the feedback is provided explicitly or implicitly, we should take the feedback as constructive criticism. Being sensitive helps us do our jobs better, but it can also make it hard to accept negative feedback. I have found through experience that being less defensive and more curious has led to more professional growth and self-confidence. I think the aspect of gracefully taking (and giving) feedback comes with experience, but I did a quick Google and found this helpful guide for giving & accepting feedback:
Polly, yes. Taking and giving feedback does come with experience. Either the giver or recover will need to be prepared for a negative feedback or sometimes a very hostile one. They have to be prepared to not react a certain way that is unpleasant and out of character. -Elizabeth
Polly-A mature professional will look at feedback and constructive criticism as an opportunity to learn and grow. Feedback can also allow us to view things from a different perspective. – Alicia
Elizabeth- I have made many referrals to the REACH program. It is very beneficial program as it provides ongoing case management to assist the patients with meeting their needs upon discharge. As an in-inpatient discharge planner, once the patient has been discharged, we are no longer involved.
