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Develop and Implement Service Programs 

Answer 1.1 a: The process of participating and getting engaged in decision making for consumers with anxiety disorders is generally influenced by their fear and stress (Hartley & Phelps, 2012). However, certain management strategies can help such consumers in enabling them to participate and engage in the process of decision-making and they are:

  1. Patient education: This strategy will help the individuals in improving the health outcomes by mounting their knowledge regarding their illness and care.
  2. Behaviour change interventions: Motivational interviewing, health coaching, behavioural activation, etc will help the consumers to overcome their fear and stress and will help them to get themselves involved in the decision making process.
  3. Access to the health records and portals: Enabling such consumers to access their electronic medical records or papers regarding their personal health information helps in engaging the patient. 
  4. Personalized care planning: The personalized care planning process aims to ensure that the values and concerns of the consumers are shaped in the way their conditions regarding their psychological health are managed. This is based on the consumers’ preferences and is developed on an agreed plan of action that increases the consumer’s participation and engagement.
  5. Patient navigation: This improves the communication that leads to patient’s engagement. 
  6. Self-management support: This helps the patient in seeing themselves playing the central role in the care management and helps them in participating actively in the decision-making process
  7. Shared-decision making: Acknowledging the patient’s values and preferences is always a way to increase consumer engagement and participation.
  8. Family support: Getting support from the family helps in improving the patient’s engagement.
  9. Peer supports: Getting support from those who are also dealing with similar mental health issues comforts the patient and in engaging them. 
  10. Co-leadership in research activities: co-leadership means the shared leadership and responsibility throughout the research phases reflects the participatory approaches. This involves the patients and their family representatives to participate from the beginning and enables them for they share decision-making authority.

(Manear et al., 2020)


Hartley, C. A., & Phelps, E. A. (2012). Anxiety and decision-making. Biological Psychiatry, 72(2), 113–118. https://doi.org/10.1016/j.biopsych.2011.12.027

Menear, M., Dugas, M., Careau, E., Chouinard, M. C., Dogba, M. J., Gagnon, M. P., Gervais, M., Gilbert, M., Houle, J., Kates, N., Knowles, S., Martin, N., Nease, D. E., Jr, Zomahoun, H., &Légaré, F. (2020). Strategies for engaging patients and families in collaborative care programs for depression and anxiety disorders: A systematic review. Journal of Affective Disorders, 263, 528–539. https://doi.org/10.1016/j.jad.2019.11.008

Answer 1.1 b: Yes, I would tell them this by letting them know and understand the significance of particular recreation activities in improving their quality of life. It will bring a sense of achievement in them that will level up their confidence; they will also get a chance to socialize with other people. Along with these and improving their quality of life, this would also help them in enabling them to do physical activities up to some extent and will augment their energy level, heart, and lung fitness too. There are specific therapies that will help them not only in improving their physical disability but also will give them mental peace.

Answer 1.2 a: Participating in interviews for an individual because the interviewing process helps the individuals in understanding their talent, intelligence, the areas they are excel and the areas where they need to improve themselves (Guest et al., 2017). It also allows an individual to probe their desires, beliefs, attitudes, and experience. Interviews also help the individual in providing an opportunity to decide their individual's skills and whether their character aligns with the firm's requirements and culture or not. They help in growing and developing those that often participate in the interviews both personally and professionally. Interviews not only provide the employment opportunity but also help in developing confidence among the individuals. Along with them, it helps in increasing the contacts that later on, could help in succeeding at the job hunting attempts.


Guest, G., Namey, E., Taylor, J, Eley, N., & McKenna. (2015). Comparing focus groups and individual interviews: findings from a randomized study. International Journal of Social Research Methodology, 20(6), 693-708. https://doi.org/10.1080/13645579.2017.1281601

Answer 1.2 b: Employee engagement can be understood as a workplace approach leads to the appropriate conditions for all the members of an organisation. This is so, that they can give their best every time, and not only giving the best every time but also for staying committed towards the goals and values of the organisation (Osborne & Hammoud, 2017). The workforce remains motivated as well as determined to contribute to the success of the organisation, along with an improved sense of their welfare with the help of employee engagement. Some ways can help in achieving the same however, this is only possible when both the employee as well as the organization work collaboratively for the success. This will include encouraging the flexibility, purifying the goals, and the provision of a suitable working environment (Knight, Patterson & Dawson, 2017).


Knight, C., Patterson, M., & Dawson, J. (2017). Building work engagement: A systematic review and meta-analysis investigating the effectiveness of work engagement interventions. Journal of Organizational Behavior, 38(6), 792–812. https://doi.org/10.1002/job.2167

Osborne, S. & Hammoud, M. S. (2017). Effective employee engagement in the workplace. International Journal of Applied Management and Technology, 16(6), 50-67. doi:10.5590/IJAMT.2017.16.1.04

Answer 1.2 c:

  1. Are you satisfied with the quality of life? (close)
  2. If no then, what you seek for? (Probing)
  3. Have you expressed your needs to someone? (close)
  4. Did you get the adequate response for your expressed needs? (close)
  5. Did you feel that your expressed needs were justified? (close)

Answer 1.3a: Other than speech and language problems, other issues that might act as a barrier for the consumers to participate in service programs would be:

  1. Lack of adequate resources: There are times when the service provider does not have enough resources to support consumer participation and this is considered as a barrier.
  2. Lack of education: The patients that have a lack of education regarding the service program also find it as a barrier
  3. Lack of support and opportunities: Without getting support and enough opportunities decrease the chances of participation
  4. Institutional racism: Some organizational policies are linked with the racism and discrimination that prejudices the participation of the consumers.

Lack of awareness and confidence: Lack of awareness or confidence will result in not addressing the needs of the consumers and their families and such a practice is considered as not culturally competent.

Answer 1.3 b: In a situation where there is no availability of the interpreter and the consumer is unable to understand it becomes very difficult to communicate. However, few ways can help in overcoming this problem and they are:

  1. Using language translator tools.
  2. Asking for help from the family member of the consumer as there might be someone in the consumer’s family that can help in translating and with the family member the patient would feel comfortable also. 
  3. Using universal symbols
  4. Making sure that written language materials are effective
  5. Using visual methods of communication
  6. Being respectful towards the consumer
  7. Standardizing the language assessment test
  8. If the interpreter is not available at the workplace, contacting with some online interpreters.
  9. Being bicultural rather than being bilingual
  10. Showing compassion and empathy towards the consumer

(Squires, Sadarangani & Jones, 2019)


Squires, A., Sadarangani, T., & Jones, S. (2020). Strategies for overcoming language barriers in research. Journal of Advanced Nursing, 76(2), 706–714. https://doi.org/10.1111/jan.14007

Answer 1.3 c: The barriers can be identified in an organization process by the attitudes of the consumers and staff, failure in engaging the consumers in the organizational process, poor communication, and lack of management support. If any of these aspects are potentially there, then this means that there are some barriers or challenges. However, the mechanism process for the same could be identified by understanding the needs of the consumer and the staff and selecting the mechanism that could help make a balance between them (Barels et al., 2017).


Barends, E., Villanueva, J., Rousseau, D. M., Briner, R. B., Jepsen, D. M., Houghton, E., & Ten Have, S. (2017). Managerial attitudes and perceived barriers regarding evidence-based practice: An international survey. PloS One, 12(10), e0184594. https://doi.org/10.1371/journal.pone.0184594

Answer 1.4: Whenever encountered with any change in the consumer’s behaviour it could be understood that the needs of the consumer have been changed. Monitoring the change in consumer’s need is important to check the satisfaction of the consumer. It is important as it is considered to be a point of differentiation, and it helps in reducing the churn. By monitoring the change in needs of the consumer the organization can look forward to addressing the changed preferences and needs of them. Monitoring the customer’s changing needs is also associated with the quality of staff and customer interaction across various channels (Dreyer et al., 2019). By learning from their customer's interactions the organizations can also lead to improved decision making, services, and processes.


Dreyer, S., Olivotti, D., Lebek, B., & Breitner, M. H. (2019). Focusing the customer through smart services: A literature review. Electron Markets 29, 55–78 (2019). https://doi.org/10.1007/s12525-019-00328-z

Answer 1.5: In such a situation of disputes among the team, it is important to first understand the perspective of each team members and making them understand the significance of working collaboratively in a team. The focus would be on resolving the dispute without any bias and coming to a solution unanimously. There would be three groups in the team i.e., one for the domestic issue, one for the personal care needs, and one for the transportation needs. It is very obvious to understand that the group who has been allocated for the personal care needs would not be able to help with supplying groceries. However, the groups that have been allocated with the domestic issue related work and transportation needs; they can do this work on alternate days as per their convenience and unanimous decision.

Answer 1.6: Interagency collaboration is needed to create a sense of community ownership to support the consumers and address their preferences, needs, and strengths. Consumers have multiple needs that require assistance from multiple agencies. Interagency collaboration is also needed to reduce the duplication of the services and allowing for the improved efficiency in the use of public resources. Interagency collaboration helps in creating an overall understanding that drives the funding as well as the practice issues among the community members of the policies and statutes. This type of collaboration also allows for the data systems creation that can help in tracking the consumers across the agencies and then, providing them with a unified voice to the legislators on the needs of the unmet consumers (Wright et al., 2016).

Reference for Importance of Interagency Collaboration

Wright, E. M., Spohn, R. E., Chenane, J., & Juliano, N. (2016). The importance of interagency collaboration for crossover youth. Criminology and Criminal Justice Faculty Publications, 28. https://digitalcommons.unomaha.edu/cgi/viewcontent.cgi?article=1028&context=criminaljusticefacpub

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