Sue is caring for Joan in her own home, and has carers visiting every day.

When Sue arrived one day to give Joan her lunch, she found her to be very upset. Joan had received a letter stating that she needed to attend a physiotherapy session the next day, and that if she didn’t attend, she would not be eligible for any further sessions.

Joan tells Sue that the physiotherapy session is at the same time as her carers visit to provide her with lunch. Joan also tells Sue that her local hospital transport took her to her last session, but she can no longer find their contact details.

Sue wants to talk to her manager and understand the reason, and importance, of the physiotherapy sessions before she talks to Joan.

1. If you were Sue’s manager, what advice would you give?
2. What actions should Sue take?
3. Who could Sue contact?
4. Identify 4 skills that Sue could use to resolve this problem with Joan.

It is rare that there is just one way to respond to a scenario or situation, so do not consider that the responses you have to the above scenario will be judged as right or wrong. Share your scenario with a work colleague or friend and ask them to tell you whether they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your assessor.