Several areas existed in which changing the flow of the conversion was able to rectify the situation in the direction of building a more rapid trusting relationship with the client. First, in a similar flow of conversation, it would be worth avoiding the mention of collection companies at the very beginning of the call to optimize the predicted behavior of the client. By concentrating the primary purpose of the call on specifying which side the caller belongs to, without specifying which side the unfamiliar interlocutor does not belong to, more could have been achieved. Second, more attention should have been paid to the process of getting feedback on the methods and course of treatment of the client’s concerns. Thirdly, the recommendation of further actions, including continued treatment and interaction with social organizations, could have been more detailed, which would have contributed to the improvement of the client’s morale.
The overall style of the conversation, when reviewed and analyzed afterward, was rated as relatively satisfactory. The empathic and calming type of dialogue may be perceived as too mild, but the main goal was still achieved. Standards of general motivational interviewing style were followed whenever possible to achieve a connection with the interlocutor (Hohman, 2021). Nevertheless, in the future, attention should be paid to less personal involvement to avoid potential risks of biased judgments.
A categorical division of social determinants in their definition, based on root causes, has been adopted in the healthcare community. The political context, the social context, the socioeconomic context, the financial or economic context, and the medical or healthcare context itself are distinguished as such categories by WHO (Hill-Briggs et al., 2020). Thus, a client’s case can be viewed from a variety of perspectives and include a mixture of factors from different sections of such division. Social determinants include the client’s marital status and ethnicity, his mental and physical state for financial reasons, and lack of explicit support from the system. The psychological state is in repressed form due to accumulated obligations and the visual hopelessness of the situation. Support for people in such difficult circumstances should be prioritized by society and be under the control of social and governmental organizations.
Community Resources for Independence and the Agency for Healthcare Research and Quality are examples of community resources that can influence improvements in their respective county, including SIREN or Gravity projects. The Social Interventions Research and Evaluation Network, or SIREN, is responsible for using modern technological methods to review, analyze and optimize current social and health improvement strategies. The Gravity project is a community-based initiative aiming to optimize data processing of problems and their causes in client-like situations. The primary method is the implementation of the FHIR system, which is not for profit and is designed to speed up the processing and interoperability of information in healthcare and social service organizations.
The goal of such resources can be described as not only improving the performance of healthcare but likewise seeking to minimize the causes and consequences of this process. The processing of appropriate grants for treatment and financial needs, physical assistance by volunteers of social organizations, and the provision of legal counseling and assistance to those in need underscore the importance of such projects. Additional public attention is drawn to the stress and depression, homelessness, and poverty that can follow ineffective or untimely treatment.
References
Hill-Briggs, F., Adler, N. E., Berkowitz, S. A., Chin, M. H., Gary-Webb, T. L., Navas-Acien, A., Thornton, P. L., & Haire-Joshu, D. (2020). Social determinants of health and diabetes: A scientific review. Diabetes Care, 44(1), 258–279. Web.
Hohman, M. (2021). Motivational interviewing in social work practice (2nd ed.). Guilford Press.