Assignment 1 - P1 P2 M1 D1
Qualification: pearson btec level 3 national extended certificate in business, unit 14: investigating customer service, learning aim, a: explore how effective customer service contributes to business success, assignment title: explore how customer service contributes to a business success.
Hand in date:
P1 - Describe the different approaches to customer service delivery in contrasting businesses.
P2 - Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations.
M1 - Analyse how legislation and regulation impacts on customer service provision in a selected business.
D1 - Evaluate the importance for a selected business of providing excellent customer service and adhering to relevant current legislation and regulations.
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BTEC Business Level 3 - Unit 14 - Investigating Customer Service
Subject: Business and finance
Age range: 16+
Resource type: Unit of work
Last updated
21 May 2024
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Learning aim A: Explore how effective customer service contributes to business success
Learning aim B: Investigate the methods used to improve customer service in a business
Documents included in this pack are as follows:
- Learning Aims A, B, C Powerpoints
- BTEC Authorised Assignments Briefs 1 & 2
- Assignment One - Writing Frames/Guidelines
- Starter Activities with Worksheets for the first lesson
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- Guidelines and Guidance Library
- Core Practices
- Isolation Precautions Guideline
- Disinfection and Sterilization Guideline
- Environmental Infection Control Guidelines
- Hand Hygiene Guidelines
- Multidrug-resistant Organisms (MDRO) Management Guidelines
- Catheter-Associated Urinary Tract Infections (CAUTI) Prevention Guideline
- Tools and resources
- Evaluating Environmental Cleaning
Infection Control Basics
- Infection control prevents or stops the spread of infections in healthcare settings.
- Healthcare workers can reduce the risk of healthcare-associated infections and protect themselves, patients and visitors by following CDC guidelines.
Germs are a part of everyday life. Germs live in our air, soil, water and in and on our bodies. Some germs are helpful, others are harmful.
An infection occurs when germs enter the body, increase in number and the body reacts. Only a small portion of germs can cause infection.
Terms to know
- Sources : places where infectious agents (germs) live (e.g., sinks, surfaces, human skin). Sources are also called reservoirs.
- Susceptible person: someone who is not vaccinated or otherwise immune. For example, a person with a weakened immune system who has a way for the germs to enter the body.
- Transmission: a way germs move to the susceptible person. Germs depend on people, the environment and/or medical equipment to move in healthcare settings. Transmission is also called a pathway.
- Colonization: when someone has germs on or in their body but does not have symptoms of an infection. Colonized people can still transmit the germs they carry.
For an infection to occur, germs must transmit to a person from a source, enter their body, invade tissues, multiply and cause a reaction.
How it works in healthcare settings
Sources can be:.
- People such as patients, healthcare workers and visitors.
- Dry surfaces in patient care areas such as bed rails, medical equipment, countertops and tables).
- Wet surfaces, moist environments and biofilms (collections of microorganisms that stick to each other and surfaces in moist environments, like the insides of pipes).
- Cooling towers, faucets and sinks, and equipment such as ventilators.
- Indwelling medical devices such as catheters and IV lines.
- Dust or decaying debris such as construction dust or wet materials from water leaks.
Transmission can happen through activities such as:
- Physical contact, like when a healthcare provider touches medical equipment that has germs on it and then touches a patient before cleaning their hands.
- Sprays and splashes when an infected person coughs or sneezes. This creates droplets containing the germs, and the droplets land on a person's eyes, nose or mouth.
- Inhalation when infected patients cough or talk, or construction zones kick up dirt and dust containing germs, which another person breathes in.
- Sharps injuries such as when someone is accidentally stuck with a used needle.
A person can become more susceptible to infection when:
- They have underlying medical conditions such as diabetes, cancer or organ transplantation. These can decrease the immune system's ability to fight infection.
- They take medications such as antibiotics, steroids and certain cancer fighting medications. These can decrease the body's ability to fight infection.
- They receive treatments or procedures such as urinary catheters, tubes and surgery, which can provide additional ways for germs to enter the body.
Recommendations
Healthcare providers.
Healthcare providers can perform basic infection prevention measures to prevent infection.
There are 2 tiers of recommended precautions to prevent the spread of infections in healthcare settings:
- Standard Precautions , used for all patient care.
- Transmission-based Precautions , used for patients who may be infected or colonized with certain germs.
There are also transmission- and germ-specific guidelines providers can follow to prevent transmission and healthcare-associated infections from happening.
Learn more about how to protect yourself from infections in healthcare settings.
For healthcare providers and settings
- Project Firstline : infection control education for all frontline healthcare workers.
- Infection prevention, control and response resources for outbreak investigations, the infection control assessment and response (ICAR) tool and more.
- Infection control specifically for surfaces and water management programs in healthcare settings.
- Preventing multi-drug resistant organisms (MDROs).
Infection Control
CDC provides information on infection control and clinical safety to help reduce the risk of infections among healthcare workers, patients, and visitors.
For Everyone
Health care providers, public health.
COMMENTS
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pptx, 1.12 MB. Included in this resource is: The Powerpoints for all learning aims (A,B & C) for Unit 14: Investigating customer service (including activities). Workbooks with activities for all learning aims (one workbook for learning aim A & B - related to assignment 1; and one workbook for learning aim C - related to assignment 2).
Assignment title: Explore how customer service contributes to a business success. Assessor: Issue date. Hand in date: P1 - Describe the different approaches to customer service delivery in contrasting businesses. P2 - Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to ...
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Unit Number and Title: Unit 14: Investigating Customer Service Learning Aim: A: Explore how effective customer service contributes to business success Learning Aim B: Investigate the methods used to improve customer service in the business Assignment Title: Why is it important to provide excelle...
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Learning aim A: Explore how effective customer service contributes to. business success. Learning aim B: Investigate the methods used to improve customer service. in a business. Documents included in this pack are as follows: Learning Aims A, B, C Powerpoints. BTEC Authorised Assignments Briefs 1 & 2. Assignment One - Writing Frames/Guidelines.
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Infection prevention, control and response resources for outbreak investigations, the infection control assessment and response (ICAR) tool and more. Infection control specifically for surfaces and water management programs in healthcare settings. Preventing multi-drug resistant organisms (MDROs). Sources. Infection control prevents or stops ...
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