Ayer Tena Health Science and Business College

Module title: Providing Motivated, Competent and

Compassionate Health Care Services

Student lecture Note

Mihiretu Kumie (MA, MPH)

Oct. 2023
 Providing Motivated, Competent and Compassionate Health Care Services 2023

Contents
UNIT I TITLE: ETHICAL FOUNDATIONS OF COMPASSIONATE HEALTHCARE SERVICE .................................. 2
INTRODUCTION TO MOTIVATED, COMPETENT, AND COMPASSIONATE SERVICE ........................................ 3
Lecture Note on Self-Awareness: The Foundation of Personal Mastery ............................................................. 3
Title: Empowering Growth: Cultivating a Positive Mindset for Success .............................................................. 4
Understanding and Developing Self-Management and Self-Awareness ............................................................. 7
UNIT II: Providing Motivated, Competent and Compassionate Services .............................................................. 10
LO 1 Apply Professionalism and Ethical Practice: .................................................................................. 11
Morality, Ethics, Values, Law, Patriotism, and Nationalism ............................................................................. 13
Understanding and Managing Conflict .......................................................................................................... 15
LO2. Applying humanistic care to clients ............................................................................................... 17

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UNIT I TITLE: ETHICAL FOUNDATIONS OF COMPASSIONATE HEALTHCARE SERVICE

Course Content:
1. Self-Awareness
 Introducing the concept of self-awareness.
 Understanding one's emotions, strengths, weaknesses, and values.
2. Mindset Education
 Exploring different types of mindsets: fixed and growth.
 Impact of mindset on personal and professional growth.
3. Self-Management
 Building on self-awareness to develop self-management skills.
 Techniques for managing emotions, impulses, and behaviors.
4. Professionalism and Ethical Practice
 Understanding the principles of professionalism in various fields.
 Exploring the importance of ethical behavior and decision-making in a professional setting.
5. Morality, Ethics, Value, Law
 Delving into the concepts of morality, ethics, and values, and how they guide behavior and
decision-making.
 Understanding the role and impact of law in society.
 Discussing the interplay between personal beliefs, professional ethics, and legal
standards.
6. Patriotism and Nationalism
 Examining the concepts of patriotism and nationalism.
 Understanding the differences and implications of both ideologies in society and politics.

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INTRODUCTION TO MOTIVATED, COMPETENT, AND COMPASSIONATE SERVICE

Motivated Service:
 Definition: Motivation refers to the reasons underlying behavior. It's an internal process that
makes a person move toward a goal.
 Examples: Seeking a glass of water to quench thirst or reading a book for knowledge.
 Types of Motivation:
 Extrinsic Motivation: Driven by external factors such as rewards or recognition.
 Intrinsic Motivation: Driven by internal satisfaction and personal growth. Tends to
be more powerful and fulfilling.
Competency:
 Definition: Competency is the ability to apply a set of related knowledge, skills, and abilities to
perform tasks effectively in a work setting.
 Application: It involves successful and efficient execution of specific functions or tasks.

Compassion:
 Definition: Compassion is primarily motivated by the desire to alleviate suffering.
 Impact: It plays a critical role in enhancing the quality of care in various settings, particularly in
healthcare.

Lecture Note on Self-Awareness: The Foundation of Personal Mastery

1. The Importance of Self-Awareness

 Definition: Self-awareness is a deep understanding of one’s emotions, behaviors, thoughts,
feelings, values, and beliefs.
 Significance: Essential for personal development and effectiveness in professional roles.
 Impact: Influences how one perceives and reacts to various life situations.
2. Areas of Focus in Self-Awareness
 Personal Habits: Examining daily routines, health, and wellness practices for their impact
on overall well-being.
 Behaviors: Analyzing how one interacts with others and responds to challenges.
 Thoughts: Reflecting on one's mindset and recurring thought patterns.
 Feelings: Becoming aware of emotions and learning how to regulate them effectively.
3. Developing Self-Awareness
 Identifying Values and Beliefs: Understanding core values and aligning actions with these
beliefs.
 Emotional Reflection: Identifying emotional triggers and learning how to respond rather
than react.
 Strengths and Weaknesses Analysis: Recognizing areas of personal strength and
identifying areas for improvement.
 Habits and Behaviors Examination: Assessing daily activities and their alignment with
personal and professional goals.

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 Learning from Past Experiences: Reflecting on past events to understand their influence
and lessons learned.
 Assessing Relationships: Evaluating the nature of personal and professional relationships
and one's role in them.
 Goal Setting and Review: Setting specific, measurable, achievable, relevant, and time-
bound (SMART) goals, and regularly reviewing progress.
 Seeking Feedback: Actively seeking and constructively using feedback from peers,
mentors, or coaches.
 Monitoring Self-Talk: Developing a positive and encouraging internal dialogue.
 Physical Health Awareness: Acknowledging the interplay between physical health and
mental states.

Conclusion: Self-awareness is a fundamental skill that underpins personal growth and professional
development. By understanding and managing one’s emotions, thoughts, and behaviors,
individuals can make more informed decisions, build stronger relationships, and lead a more
fulfilling life. Regularly practicing self-reflection and seeking feedback can significantly enhance
one's self-awareness, leading to continuous personal improvement and mastery.

Title: Empowering Growth: Cultivating a Positive Mindset for Success

1. Life Skills: Essential Tools for Managing Daily Challenges

 Definition: Life skills are crucial abilities for handling everyday tasks and challenges effectively.
 Composition: They encompass a blend of soft skills (like interpersonal skills and emotional
intelligence) and practical skills (such as time management and problem-solving).
 Examples of Life Skills:
 Communication Skills
 Decision-Making and Problem-Solving
 Critical Thinking
 Time Management
 Self-Awareness and Self-Regulation
 Empathy
 Adaptability and Flexibility
 Financial Literacy
 Importance: Life skills enable individuals to effectively deal with various aspects of life, including
personal relationships, workplace interactions, and self-care.
2. Interaction Between Mindset and Life Skills
 Influence of Mindset: A person's mindset significantly affects the development and application of
life skills.
 Growth Mindset: Fosters proactive development of life skills, embracing challenges, and learning
from setbacks.

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 Fixed Mindset: May lead to avoiding challenges and hinder the development and application of life
skills.
3. Understanding Mindset
 Concept: Mindset refers to a set of attitudes or a way of thinking that influences one’s responses
and interpretations of situations.
 Role: Crucial in how challenges, setbacks, and learning opportunities are approached. It impacts
all aspects of personal development.
4. Types of Mindset: Fixed vs. Growth
 Fixed Mindset Characteristics: Belief in unchangeable abilities, avoiding challenges,
disregarding effort, ignoring feedback, feeling threatened by others' success.
 Growth Mindset Characteristics: Belief in developable abilities, seeking challenges,
understanding effort leads to mastery, learning from feedback, being inspired by others' success.
5. Characteristics of a Fixed Mindset
 Overview: Viewing abilities as static, leading to behaviors that prevent growth and learning.
 Behaviors: Avoiding challenges, fear of failure, feeling stuck, and inability to reach full potential.
Conclusion: Understanding and cultivating a positive mindset is essential for personal and professional
growth. By embracing a growth mindset, individuals can more effectively develop and utilize their life skills,
leading to greater success, adaptability, and fulfillment in various aspects of life. This session aims to delve
into the dynamics of mindset and its profound impact on our ability to grow and thrive.

Summary of Lecture on Mindset

1. Understanding a Fixed Mindset:
 Characteristics:
1. Unchangeable Traits: Views intelligence and talent as static.
2. Challenge Avoidance: Steers clear of new experiences to avoid failure.
3. Obstacle Response: Tends to give up easily when faced with difficulties.
4. Effort Perception: Sees effort as futile if success isn't immediate.
5. Feedback Response: Dismisses or rejects criticism and negative feedback.
6. Comparison with Others: Feels threatened by others' achievements.
 Reflective Question: How might a fixed mindset influence someone’s life choices, learning new
skills, or collaborating with others?
2. Characteristics of a Growth Mindset:
 Traits:
1. Embraces Challenges: Sees them as opportunities for growth.
2. Overcomes Obstacles: Views setbacks as part of the improvement process.
3. Effort as Mastery: Considers consistent effort essential for skill development.
4. Feedback Learning: Welcomes criticism as a tool for growth.
5. Inspired by Success: Motivated by others' achievements, not intimidated.
 Outcome: Fosters a love for learning and resilience, crucial for significant achievement.

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3. The Impact of Mindset:

 Research Insights: Studies indicate that mindset profoundly affects performance and success
rates.
 Academic Success: Students with a growth mindset tend to persevere through challenges and
improve academically.
 Well-being: A growth mindset contributes to lower stress levels, higher happiness, and resilience.
 Key Message: Adopting a growth mindset is vital for success and enhancing life quality.
4. Cultivating a Growth Mindset:
 Strategies:
1. Embrace Imperfections: Accept personal strengths and weaknesses.
2. View Challenges Positively: Regard challenges as opportunities for growth.
3. Reframe 'Failing' as 'Learning': See mistakes as learning experiences.
4. Value the Journey: Focus on the process rather than just the outcome.
5. Praise Effort: Acknowledge hard work and strategy, not just intelligence.
6. Daily Reflection: Regularly reflect on learning experiences.
 Practice Advice: Encourage individuals to adopt these practices for a natural shift towards a
growth mindset, leading to enhanced learning and achievement.

Conclusion: This lecture offers a comprehensive understanding of fixed and growth mindsets, their
characteristics, impacts, and ways to cultivate a growth-oriented mindset. By adopting the strategies
discussed, individuals can develop a positive approach towards learning and personal challenges, paving
the way for professional and personal success.

Mindset in the Educational Context

 Teachers as Mindset Mentors: Educators play a crucial role in fostering a growth mindset by
sharing their learning experiences and demonstrating perseverance.
 Constructive Feedback Over Grades: Focus on providing valuable feedback that guides student
improvement rather than solely concentrating on grades.
 Celebrating Learning Progress: Acknowledge and reward effort and improvement, not just
perfect scores, to encourage continuous learning.
 Creating a Safe Learning Environment: Establish a classroom culture where questions and
mistakes are part of the learning process.
 Encouraging Self-Reflection Among Students: Promote reflection on learning experiences to
enhance understanding and personal growth.
 Integration of Mindset Education: Incorporate mindset education into the curriculum to help
students understand the impact of their mindset on their learning process.

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Challenges and Misconceptions in Mindset Theory

 Effort and Success: Clarify that effort is critical, but it must be combined with effective strategies
and guidance for success.
 Mindset Spectrum: Mindset is not a binary concept; individuals can display different mindsets in
various aspects of their lives.
 Beyond Being Positive: A growth mindset encompasses embracing the process of learning,
including its challenges and setbacks.
 Gradual Mindset Change: Shifting one's mindset is a gradual process, requiring time and
persistence.
 Praise and Growth Mindset: Focus on praising effort and strategy rather than inherent talent or
intelligence.

Mindset for Lifelong Learning

 Adaptability: A growth mindset enables individuals to adapt to rapid changes and new challenges
in today's world.
 Continuous Skill Development: Encourages an ongoing pursuit of learning, leading to the
acquisition of new skills and knowledge.
 Resilience: A growth mindset fosters resilience, allowing individuals to learn from setbacks rather
than being defeated by them.
 Curiosity and Exploration: Promotes a natural curiosity, leading to exploration of new ideas and
concepts.
 Fostering Innovation: A growth mindset is conducive to creative problem-solving and innovative
thinking.

Conclusion: A growth mindset is essential not only in the educational context but also for lifelong success
and development. It encourages adaptability, continuous learning, resilience, and innovation. Educators
play a pivotal role in shaping students' mindsets, which in turn significantly affects their approach to
learning and life's challenges.

Understanding and Developing Self-Management and Self-Awareness

Self-Management
 Definition: Self-management, often synonymous with self-regulation, is the ability to control or
redirect disruptive emotions and impulses. It involves managing emotional responses in various
situations and maintaining positive behavior despite impulsive tendencies.
 Importance:
 Crucial for handling stress effectively.
 Enhances interpersonal relationships by aiding in emotional reaction management.
 Leads to better decision-making by curbing impulsive choices.
 Essential for achieving both personal and professional success.

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Interconnection of Self-Awareness and Self-Management

 Foundation for Growth: Self-awareness lays the groundwork for self-management. Recognizing
one's emotions and tendencies is the first step towards managing and improving them.
 Feedback Loop: The practice of self-management often heightens self-awareness. For example,
exercising self-control in challenging situations can lead to a better understanding of personal
triggers and reactions.
 Enhancing Relationships: The combined effect of self-awareness and self-management fosters
healthier interpersonal relationships. Understanding the impact of one's emotions and actions on
others (self-awareness) and managing reactions for better outcomes (self-management) leads to
more positive interactions.
 Role in Decision Making: Both self-awareness and self-management are critical in decision-
making processes. Self-awareness helps in understanding personal desires and goals, while self-
management ensures that decisions are not clouded by emotional biases.

Developing Self-Management and Self-Awareness Skills

 Reflection: Engaging in regular self-reflection helps identify thought and behavior patterns.
 Mindfulness Practices: Techniques like meditation can enhance self-awareness and aid in
emotional regulation.
 Seeking Feedback: Asking for input from peers or mentors about one’s behavior and reactions
can provide valuable insights.
 Goal Setting: Establishing and striving towards personal and professional goals enhances self-
management abilities.
 Continual Learning: Participating in emotional intelligence, self-awareness, and self-management
focused courses, reading relevant literature, and attending workshops can significantly aid in skill
development.

Conclusion: Self-management and self-awareness are pivotal skills that intertwine to influence an
individual's personal growth, relationship building, decision-making, and overall success. Developing these
skills requires intentional practices such as reflection, mindfulness, seeking feedback, and continuous
learning. As these skills are honed, individuals are better equipped to navigate complex emotional
landscapes, both in personal and professional spheres, leading to more fulfilling and successful outcomes.

Guiding questions
Guiding questions can help students reflect deeply on their own self-awareness and management
capabilities. Here are some questions to consider:
Self-awareness:
1. How would you describe your strengths and weaknesses?
2. What emotions do you feel most frequently, and why do you think you feel them?
3. How do you react when faced with stressful or unexpected situations?
4. Can you identify any recurring patterns or triggers in your behavior?

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5. How do you think others perceive you? Is this perception aligned with how you see yourself?
6. What values and beliefs are most important to you?
7. How do past experiences influence your current behavior or thought processes?
8. In which situations do you feel most confident, and why?
9. Are there times when you find it difficult to understand your emotions? What are they?

Guiding questions
Self-management:
1. How do you typically handle conflict or disagreements?
2. What strategies do you use to manage stress or overwhelming emotions?
3. When faced with a challenge, what steps do you take to overcome it?
4. How do you set, prioritize, and track your personal and academic goals?
5. Can you provide an example of a time when you effectively managed a difficult emotion or impulse?
6. How do you motivate yourself when faced with tasks or responsibilities you find challenging or
uninteresting?
7. In which situations do you find it most challenging to manage your reactions or behaviors?
8. How do you balance multiple responsibilities, such as school, work, and personal commitments?
9. What practices or routines help you stay organized and focused?
10. How do you seek feedback to improve your self-management skills?

Encourage students to answer these questions honestly and reflectively, as it will aid them in their journey
towards better self-awareness and improved self-management.

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UNIT II: Providing Motivated, Competent and Compassionate Services

Course Description:
This module, titled "Providing Motivated, Competent and Compassionate Services," addresses the
acquisition of skills, knowledge, and attitudes necessary for healthcare professionals to deliver services
with dedication, expertise, and empathy. It integrates the principles of professionalism, ethics, and legal
standards into healthcare practices, ensuring care is conducted in a manner that is both emotionally
supportive and professionally sound.
Course Objectives:
- To understand and apply ethical principles in healthcare delivery.
- To ensure legal knowledge informs professional practices.
- To develop and maintain clinical competency and a compassionate approach to patient care.
- To foster intrinsic motivation and self-care among healthcare providers.

Learning Outcomes:
1. Ethics and Professionalism:
- Recognize and apply ethical guidelines and professional conduct in healthcare settings.
2. Legal Framework:
- Understand the legal obligations and rights pertinent to healthcare practice.
3. Clinical Competence:
- Display ongoing competency in delivering patient care as per current professional standards.
4. Compassionate Care:
- Consistently demonstrate empathy and compassion in patient interactions.
5. Personal Motivation and Development:
- Employ self-care techniques and professional development strategies to sustain personal motivation
and professional growth.
By completing this module, participants will be prepared to deliver high-quality, ethical, and compassionate
healthcare services, ensuring their professional actions are legally sound and motivated by the best
interests of their patients.

Provide Motivated, Competent, and Compassionate Caring Service:

- Students will learn to integrate motivation, knowledge, and empathy in their care for patients,
demonstrating a commitment to the well-being of those they serve.

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LO 1 Apply Professionalism and Ethical Practice:

- Students will be able to demonstrate professionalism in all aspects of their work, adhering to the ethical
standards of the healthcare profession, including confidentiality, honesty, and integrity.

2. Apply Humanistic Care to Clients:

- Students will understand and apply principles of humanistic care, treating each client with respect,
dignity, and concern for their unique cultural, emotional, and spiritual needs.

3. Demonstrate Effective Healthcare Communication:

- Students will be able to effectively communicate with clients, families, and the healthcare team, using
both verbal and non-verbal methods to ensure clear and compassionate exchange of information.

4. Provide Respectful Care for Clients:

- Students will learn to provide care that respects the autonomy, values, and wishes of the client,
ensuring that all interactions and care plans are client-centered and culturally sensitive.

5. Perform within Legal and Ethical Framework:

- Students will gain knowledge of the legal responsibilities and ethical principles that govern healthcare
practice, and they will be able to apply this understanding to ensure compliance and advocacy for patient
rights.

6. Provide Quality and Competent Service:

- Students will be equipped with the skills and knowledge necessary to deliver high-quality, competent
care, continually seeking to improve through evidence-based practice, reflection, and lifelong learning.

Each of these outcomes requires not just theoretical knowledge but also practical skills that are typically
developed through clinical experiences, simulations, and reflective practices. Assessment of these
outcomes often involves a combination of written examinations, practical assessments, and reflective
essays or portfolios that demonstrate the student's competence in each area.

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Professional Ethics, Healthcare Principles, and Professional Values

1. Professional Ethics: Understanding the Basics

 Definition: Professional ethics are the standards of behavior and moral principles that guide
actions and decisions in a professional setting.
 Importance of a Code of Ethics: Serves as a guideline for appropriate behavior, ensuring
fairness and a positive work environment.
2. Consequences of Unethical Behavior
 Implications: Unethical actions in a professional setting can lead to severe consequences,
including job loss, damage to reputation, and harm to the organization.
3. Healthcare Ethics Principles in Practice
 Autonomy: Respecting a patient's right to make their own decisions based on personal values and
interests.
 Beneficence: Promoting the well-being of others.
 Non-maleficence: Intention to avoid causing harm or injury.
 Justice: Conforming to fairness and righteousness, particularly in treatment and resource
allocation.
 Confidentiality: Keeping sensitive information private unless consent is given for sharing.
 Respect for Others: Acknowledging and valuing each individual’s rights and dignity.
 Trust: Building and maintaining trust between patients and healthcare workers through
confidentiality and ethical practices.
4. Professionalism in Practice
 Definition of a Professional: An individual with specialized training, education, or skills in a
specific field.
 Professionalism: Conducting oneself responsibly, with integrity, accountability, and a commitment
to excellence.
 Key Attributes: Hard work, accountability, and a commitment to personal and professional growth.
 Essential Elements of Professional Behavior:
 Expertise in a specific field.
 Effective communication and interpersonal skills.
 Adherence to professional ethics.
5. Common Professional Values
 Universal Principles:
 Responsiveness: Reacting promptly and effectively to situations and emotions.
 Compassion: Empathy in action, the motivation to alleviate suffering.
 Trustworthiness: Being reliable and deserving of trust.
 Integrity: Consistently doing the right thing, especially when unobserved.
 Honesty: Truthfulness and sincerity in all actions.
6. Demonstrating Integrity at Work
 Practices:
 Respecting differing opinions.

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 Addressing conflicts honestly and respectfully.

 Being a role model in the workplace.
 Maintaining a strong work ethic.
Summary Questions:
 Motivated, Competent, and Compassionate Care: How do these attributes manifest in
healthcare?
 Professional Code of Conducts, Ethics vs. Morality and Law: How do they intersect and differ
in healthcare settings?
 Essential Elements of Professional Behavior: What constitutes professional behavior in
healthcare?
 Healthcare Ethics Principles: How are they applied in practice in healthcare facilities?
 Professional Values in Health: What are they, and why are they important?

Conclusion: This lecture covers the fundamentals of professional ethics, the principles of healthcare
ethics, and professional values. It emphasizes the importance of professionalism, integrity, and ethical
conduct in healthcare settings. Understanding and applying these principles is crucial for healthcare
professionals to ensure quality care, trustworthiness, and a positive impact on patient outcomes.

Morality, Ethics, Values, Law, Patriotism, and Nationalism

1. Morality
 Definition: Morality refers to principles concerning the distinction between right and wrong
or good and bad behavior. It is a system of values and principles that guide individual or
group behavior.
 Characteristics:
 Based on societal norms, culture, religion, and personal beliefs.
 Guides decision-making and behavior in various life situations.
 Evolves over time and can vary significantly between different cultures and
societies.
2. Ethics
 Definition: Ethics is the branch of philosophy that deals with moral principles and values
governing the conduct of an individual or group.
 Relation to Morality: While morality is more about personal belief systems, ethics often
refers to professional or societal rules and principles.
 Applications:
 Professional ethics in various fields (like medical ethics, business ethics).
 Ethical dilemmas where choices affect stakeholders and have moral implications.
3. Values
 Definition: Values are deeply held beliefs about what is valuable or important in life.
 Influence:
 Shape attitudes and behavior.

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 Serve as guidelines for personal conduct.

 Reflect individual or cultural beliefs and priorities.
4. Law
 Definition: Law comprises rules created and enforced by governmental institutions to
regulate behavior, usually based on societal values and ethical principles.
 Characteristics:
 Provides a framework for social order and conflict resolution.
 Enforced through penalties or legal sanctions.
 Reflects the ethical and moral standards of a society, though not always perfectly
aligned.
5. Patriotism
 Definition: Patriotism is the love for or devotion to one's country. It involves cultural
attachment and pride in national achievements.
 Characteristics:
 Expressed through celebrating national history, culture, and achievements.
 Involves loyalty and a sense of responsibility towards one's country.
 Can promote unity and collective identity.
6. Nationalism
 Definition: Nationalism is a political ideology that emphasizes loyalty, devotion, or
allegiance to a nation and its interests.
 Comparison with Patriotism:
 While patriotism is love for one's country, nationalism often involves the belief in
national superiority or a strong national identity, sometimes at the expense of other
nations.
 Nationalism can lead to exclusionary policies or attitudes towards other countries or
groups.

Conclusion: Understanding the differences and connections between morality, ethics, values, law,
patriotism, and nationalism is essential in navigating personal, professional, and societal spheres.
These concepts collectively shape individual and group behavior, societal norms, and national
identity. Recognizing their significance and interplay provides a comprehensive framework for
making informed decisions and understanding various cultural, political, and social phenomena.

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Understanding and Managing Conflict

Introduction to Conflict
 Definition: Conflict is a disagreement or clash between people or groups with incompatible
objectives or interests.
Types and Causes of Conflict
1. Personal Conflict: Arises from differing values, beliefs, or opinions.
2. Resource Competition: Occurs when groups compete for limited resources, often seen in
economic contexts.
3. Personality Differences: Conflicts due to varying personality types, commonly found in
workplaces.
4. Communication Problems: Poor or misinterpreted communication leading to misunderstandings.
5. Power or Control Competition: Conflict arising from desires for power or control, often in political
scenarios.
6. Divergent Values: Occurs when groups have fundamentally different values or beliefs.
7. Different Goals: Conflict arising when groups pursue different objectives.
8. Varying Needs: Arises when groups or individuals have different needs.
Impacts of Conflict
 Negative Impacts:
1. Stress and Anxiety: Leading to physical and mental health issues.
2. Relationship Problems: Potentially damaging or ending relationships.
3. Violence: Can manifest as physical, verbal, or emotional violence.
4. Workplace Issues: Leads to absenteeism, reduced productivity, and job dissatisfaction.
 Positive Impacts:
1. Growth and Development: Facilitates learning and self-improvement.
2. Positive Change: Can inspire new solutions and skill development.
3. Closer Relationships: Enhances understanding, trust, and relationship strength.
Importance of Conflict Resolution
 Understanding Conflicts: Acknowledging that conflicts can be a normal part of human
interactions.
 Resolving Conflicts: Employing effective strategies to manage and resolve conflicts
constructively.
 Promoting Harmony: Understanding and resolving conflicts can lead to a more harmonious
environment, whether in personal relationships or professional settings.
Conclusion: Conflict, while often perceived negatively, is an inevitable aspect of human interactions. Its
proper management can lead to positive outcomes like personal growth, improved relationships, and
innovative solutions. Understanding the types, causes, and impacts of conflict is crucial for effective conflict
resolution and for fostering a constructive environment in both personal and professional spheres.

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Summary:
Building Blocks of Nation & Self:
 Morality and Ethics: Guide individual and collective decision-making, shaping societal norms and
personal integrity.
 Values: Deeply held beliefs that influence behaviors and decisions, both at individual and cultural
levels.
 Law: System of rules governing behavior, reflecting societal morality to a certain extent.
Slide Summaries:
 Morality: Differentiates right from wrong and influences interactions and societal values.
 Personal vs. Societal Morality: Personal morals are individualistic, while societal morals are
collective; conflicts can arise when these differ.
 Influence of Upbringing and Culture: Both significantly shape an individual's sense of morality.
 Patriotism vs. Nationalism: Patriotism is love and pride for one's country, whereas nationalism is
the ideology of national superiority.
 Role of Education in Patriotism: Education is crucial in fostering patriotism by teaching history,
values, and citizenship.
Conclusion:
The concepts of competency and compassion, along with the foundational elements of morality, ethics,
values, law, patriotism, and nationalism, form the cornerstone of both individual development and societal
progress. Competency ensures that individuals can effectively contribute to their professional and
community settings, while compassion brings a humanistic approach to interpersonal and professional
interactions.
Understanding and balancing personal morality with societal norms and laws is crucial in navigating the
complexities of modern society. The role of upbringing and culture is fundamental in shaping our moral
compass, underscoring the importance of diverse perspectives in fostering a harmonious society.
The distinction between patriotism and nationalism highlights the significance of constructive love for one’s
country, as opposed to superiority-based nationalism. Education plays a pivotal role in instilling patriotism,
providing individuals with a deeper understanding of their nation's history, values, and the responsibilities of
citizenship.
Overall, this course provides a comprehensive framework for understanding how individual actions and
societal structures interplay to form a cohesive and progressive community, emphasizing the need for
ethical, compassionate, and competent individuals in building a strong nation and self.

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LO2. Applying humanistic care to clients.

Topics are:
 Understanding and implement clients concern
 Considering clients feelings and emotions
 Defining characteristics of innate needs

Applying humanistic care to clients

Applying humanistic care to clients involves a compassionate and respectful approach that treats each
person as a unique individual with specific needs and values. It's based on principles from humanistic
psychology, which sees people as inherently good and emphasizes free will and individual experience. Key
principles include:
1. Individuality: Tailoring care to meet each client's unique circumstances and needs.
2. Empathy: Understanding clients' feelings and experiences from their perspective through active
listening and a nonjudgmental attitude.
3. Unconditional Positive Regard: Offering unconditional support and acceptance, fostering trust in
the therapeutic relationship.
4. Holistic Focus: Considering the client's emotional, spiritual, and social well-being beyond
immediate symptoms or issues.
5. Self-Actualization: Helping clients realize their potential and find meaning in life, aligning with
Maslow's hierarchy of needs.
6. Authenticity: Practitioners being genuine and faithful to build understanding and trust.

In practice, this involves creating a safe, welcoming environment, practicing active listening, encouraging
self-exploration, promoting personal growth, respecting client autonomy, and collaboratively developing
care plans. Humanistic care sees the person as more than a patient; it nurtures their capacity for growth
and values their personal experiences and autonomy.

Understanding Clients' Concerns:

Understanding and implementing clients' concerns is a crucial aspect of client-centered care, a core
element of the humanistic approach. This process involves attentive communication and strategic action to
effectively recognize and address the client's needs and worries. Here's a summary of the process:
Understanding Clients' Concerns:
1. Active Listening: Fully engage with the client, noting their words, tone, pace, and body language.
2. Empathy: Understand the client's situation, feelings, and motives from their perspective.
3. Clarification and Reflection: Use open-ended questions and reflect back the client's words to
ensure accurate understanding.
4. Nonjudgmental Acceptance: Encourage open sharing by accepting the client's concerns without
judgment.
5. Cultural Competence: Be sensitive to the client's cultural background to better understand their
perspective.

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Implementing Clients' Concerns:

1. Validation: Acknowledge the client's concerns as legitimate and significant.
2. Prioritization: Collaboratively determine which concerns are most urgent.
3. Strategic Planning: Create an action plan considering the client's concerns, goals, and best
practices.
4. Resource Allocation: Identify necessary resources for implementing the plan.
5. Action: Execute steps to address concerns, including interventions, referrals, or coordination with
other services.
6. Follow-Up: Assess the effectiveness of actions taken and adjust care plans as needed.
7. Documentation: Keep detailed records for continuity of care, especially important in multi-
disciplinary teams.
This process is dynamic and requires continuous communication, reassessment, and sometimes
negotiation to ensure care aligns with the client's changing needs and circumstances. It's an ongoing part
of the therapeutic or caregiving relationship, emphasizing the importance of understanding and actively
responding to each client's unique concerns.

Recognizing Emotions: Considering clients' feelings and emotions is a fundamental part of providing
compassionate care in the humanistic approach. This process involves recognizing and responding to the
emotional states of clients in a way that supports their well-being. Here's a closer look at the steps involved:
Recognizing Emotions:
1. Observation: Pay attention to verbal and non-verbal cues such as body language, facial
expressions, tone of voice, and word choice to gauge emotional states.
2. Active Listening: Listen not just to the words but also to the underlying emotions to gain a deeper
understanding of the client's feelings.
3. Empathy: Strive to feel what the client is experiencing. This deep empathy helps in responding
effectively to their emotional needs.
4. Validation: Acknowledge and affirm the client's emotions, showing them that their feelings are
understood and valid.
Responding to Emotions:
1. Emotional Support: Offer comfort and reassurance through kind gestures or by providing a safe
space for clients to express their emotions.
2. Communication Skills: Use therapeutic communication techniques like open-ended questions,
reflective statements, and summarizing to help clients articulate their feelings.
3. Coping Strategies: Help clients develop and use coping strategies to manage difficult emotions,
thereby enhancing their resilience.
4. Crisis Intervention: Be prepared to provide appropriate interventions in situations where a client's
emotional state escalates to a crisis.
By carefully considering clients' feelings and emotions, care providers can create a supportive and
empathetic environment that facilitates healing, understanding, and personal growth. This approach not

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only respects the clients' emotional experiences but also actively works towards addressing their emotional
needs as part of holistic care.

Integrating Emotions into Care

Integrating emotions into care is a critical aspect of a holistic and empathetic approach to health and well-
being. This process involves acknowledging the deep connection between emotions and physical health,
and tailoring care to address the emotional as well as physical needs of clients. Here's a breakdown of the
process:
Integrating Emotions into Care:
1. Holistic Approach: Recognize that emotions are integral to a client's physical and mental state.
Integrating emotional care into the overall plan is key to holistic treatment.
2. Collaboration: Work with clients to understand how their emotions relate to their physical health,
behaviors, and overall well-being.
3. Personalized Care: Customize interventions to meet individual emotional needs, considering each
client's unique personality, culture, and circumstances.
4. Referral to Specialists: For intense, persistent emotions that negatively affect well-being, consider
referring clients to mental health specialists.
Professional Self-Awareness:
1. Self-Regulation: Care providers should be conscious of and manage their own emotional
responses to ensure the best possible care.
2. Boundaries: While empathetic, maintaining professional boundaries is crucial to provide effective
care and prevent burnout.
3. Reflective Practice: Regularly reflect on the management of clients' emotions to enhance care
strategies and foster personal growth for the provider.
Acknowledging clients' feelings and emotions is essential in recognizing their significant impact on health
and well-being. It requires sensitivity, attentiveness, and an appropriate response to the emotional cues
presented by the client. This approach views and engages with the client as a whole person, beyond just a
case or set of symptoms, emphasizing the importance of emotional aspects in overall care.
Understanding innate needs involves recognizing the fundamental and inherent requirements essential
for the psychological growth and well-being of all humans. These needs, considered universal and intrinsic
to human nature, form the basis of theories like Abraham Maslow's Hierarchy of Needs. Here’s an
overview:

Maslow's Hierarchy of Needs:

1. Physiological Needs: Basic biological requirements for survival (e.g., air, food, drink, shelter,
clothing, warmth, sex, sleep).
2. Safety Needs: Security and protection once physiological needs are met (e.g., personal security,
financial security, health and well-being, safety against accidents/illness).
3. Love and Belonging: Social needs for relationships, belongingness, affection, trust, and
acceptance (e.g., friendships, intimacy, family, work groups).

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4. Esteem Needs: The need for respect, including self-esteem, self-respect, and recognition by
others.
5. Self-Actualization Needs: The highest level, focusing on realizing personal potential, seeking
growth, and peak experiences.

Characteristics of Innate Needs:

 Universal: Common across all cultures and human societies.
 Unlearned: Present from birth, not developed through social interaction.
 Self-Motivating: Drive behavior without external encouragement.
 Hierarchical: Prioritized with basic needs met before higher-level needs.
 Satisfaction and Growth: Fulfillment leads to psychological health and development; lack thereof
can cause distress.
Application in Care:
 Assess Basic Needs: Address physiological and safety needs first.
 Foster Relationships: Support the development of healthy interpersonal relationships.
 Build Self-Esteem: Help clients achieve and recognize their own competence.
 Support Self-Actualization: Facilitate opportunities for personal growth and potential realization.
Addressing innate needs is crucial in psychology, counseling, nursing, social work, and similar fields,
allowing caregivers and professionals to structure their support for not just immediate concerns but also
overall psychological well-being and personal development.

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LO 3: Effective Health Care Communication

1. Establishing Collaborative Working Relationships: Building trust with patients, using active
listening, empathy, and respecting patient perspectives.
2. Expressing Compassion and Concern: Demonstrating empathy and understanding,
acknowledging patient feelings, and providing support.
3. Gathering Proper Information: Efficiently collecting patient information through open-ended
questions and attentive listening.
4. Therapeutic Communication: Employing strategies like open-ended questions and summarizing
to enhance patient well-being.
5. Non-Violent Communication Techniques: Using empathy and respect to de-escalate tension
and build positive relationships.
6. Educating and Counseling Clients: Providing clear information and counseling on treatment
options and coping strategies.

LO 4: Providing Respectful Care for Clients

1. Defining Characteristics of Respectful Care: Understanding and treating with dignity, respecting
rights and choices, and involving clients in decisions.
2. Compassionate and Respectful Care: Identifying vulnerabilities, conveying empathy, and
supporting patient autonomy.
3. Factors Affecting Care: Considering patient, provider, and healthcare system factors.
4. Factors Affecting Patient Outcomes: Addressing social determinants like financial and housing
security.
5. Decision Making in Healthcare: Following a structured process for decision-making.
6. Performance Evaluation in Healthcare: Assessing work behavior against standards and
providing feedback.
7. Patient's Bill of Rights: Ensuring access to care, patient dignity, confidentiality, and informed
consent.

LO 5: Performing Legal and Ethical Framework in Healthcare

1. Introduction to Ethics in Healthcare: Defining ethics and its role in healthcare decision-making.
2. Understanding Legislation and Common Laws: The interplay between legislation and common
law in healthcare.
3. Confidentiality and Information Disclosure: Importance of confidentiality and conditions for
disclosure.
4. Ethical Dilemmas in Healthcare: Navigating complex ethical situations.
5. Handling Incompetent Clients: Decision-making for patients unable to make decisions.
6. Standards and Scope of Practice: Guidelines and boundaries for safe and effective practice.
7. Legal Roles and Responsibilities: Understanding legal and ethical responsibilities.
8. Professional Negligence and Malpractice: Defining and identifying malpractice and negligence.

LO 6: Providing Motivated and Competent Service in Healthcare

1. Basic Concept of Quality Care: Definitions and components of quality care.
2. Characteristics of Motivated Care Providers: Traits like passion, resilience, empathy, and self-
motivation.
3. Features of Competent Care Providers: Skills like knowledge, clinical proficiency, decision-
making, and professionalism.
4. Difference between Motive and Motivation: Understanding motivation as the willingness to act
and motive as the incentive.

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LO 3: Title Effective health care communication

Effective health care communication is a crucial aspect of providing high-quality patient
care and involves several key elements:

1. Establishing Collaborative Working Relationships: This involves building trust

and rapport with patients and their families. Effective communication techniques,
such as active listening, empathy, and respect for the patient's perspective, are
vital. Health care professionals should encourage patients to participate in their
care, ask questions, and express concerns.

2. Expressing Compassion and Concern for Clients: This requires health care
providers to show empathy and understanding towards their patients.
Communicating in a way that is kind and considerate, acknowledging the
patient's feelings and experiences, and offering support are essential
components.

3. Gathering Proper Information: This step is about efficiently and effectively

collecting relevant patient information. This includes asking open-ended
questions, listening attentively to the patient's responses, and ensuring a
thorough understanding of the patient's health history, symptoms, and concerns.

4. Therapeutic Communication: Therapeutic communication is a skill that involves

using specific strategies to encourage patients to express their feelings and
problems and to enhance their well-being. Techniques include using open-ended
questions, reflecting, clarifying, and summarizing what the patient says to ensure
understanding.

5. Non-Violent Communication Techniques: Non-violent communication involves

speaking in a way that expresses empathy and respect. It includes four
components: observing without judging, expressing feelings, identifying needs,
and making requests. This approach can help de-escalate tense situations and
build a positive patient-provider relationship.

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6. Educating and Counseling Clients: This involves providing patients with the
information they need to make informed decisions about their health. Health care
providers should communicate in a clear, concise manner, avoiding medical
jargon. Counseling may involve discussing treatment options, lifestyle changes,
or coping strategies for managing illness.

In summary, effective health care communication is multi-faceted and involves building

trust, showing empathy, effectively gathering and providing information, and employing
specific communication techniques to support the patient's physical and emotional well-
being.

LO 4 Title: Providing Respectful Care for Clients

1. Defining Characteristics of Respectful Care

Definition of Dignity (ልእልና):

 Dignity as the manner of treating others.

 Dignity as a quality of a person’s inner self.

Types of Dignity:

1. Dignity of Human Being: Based on universal human worth and inalienable

rights.

2. Dignity of Personal Identity: Relates to self-respect and personal identity,

influencing relationships.

3. Dignity of Merit: Linked to a person’s social status.

4. Dignity of Moral Status: Based on the respect accorded by others due to

personal status.

Dignity and Respect in Health Care:

 Treating clients with dignity involves politeness, kindness, respecting rights and
choices, and involving them in decision-making.
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 Sensitivity to clients’ needs, respecting individuality, allowing autonomy, and

maintaining privacy and personal space.

2. Compassionate and Respectful Care

Compassion in Healthcare:

 Listening, identifying vulnerabilities, conveying empathy, and acting to relieve

suffering.

 Compassionate care as a blend of kindness and a professional oath to alleviate

sufferings.

Respectful Care:

 Supporting patient autonomy and decisions that align with their beliefs and
values.

 Promoting and supporting patients' self-respect irrespective of differences.

3. Factors Affecting Care

Patient Factors:

 Socio-demographic variables, cooperation, type and severity of illness.

Provider Factors:

 Socio-demographic variables, competence (knowledge and skills), motivation,

and satisfaction.

Healthcare System Factors:

 Systemic issues impacting care delivery.

4. Factors Affecting Patient Outcomes

Social Determinants of Health:

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 Financial security, food security, social isolation, housing security, addiction,

access to transportation, and health literacy.

5. Decision Making in Healthcare

Process of Decision Making:

 Identifying the decision, gathering information, assessing alternatives, weighing

evidence, and choosing among options.

Types of Decision-Making:

 Strategic, Tactical, Operational.

6. Performance Evaluation in Healthcare

Performance Evaluation:

 A process where work behavior is assessed against standards, results

documented, and feedback provided for improvement.

7. Patient's Bill of Rights

Overview:

 A general statement adopted by healthcare professionals covering access to

care, patient dignity, confidentiality, and consent to treatment.

 Rights include receiving proper medical care, considerate and respectful care,
and informed about treatment and costs

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LO 5 Title: Performing Legal and Ethical Framework in Healthcare

1. Introduction to Ethics in Healthcare

 Definition: Ethics as standards for behavior, guiding decision-making in various

situations.

 Role in Healthcare: Facilitating choices and providing reasons in clinical and

administrative settings.

2. Understanding Legislation and Common Laws

 Legislation: Defined as law made by parliaments, also known as statute law or

Acts of Parliament.

 Common Law: Law declared by judges, also known as case law.

 Interplay between Legislation and Common Law: How legislation overrides

common law and their respective roles in healthcare.

3. Confidentiality and Information Disclosure

 Confidentiality Importance: Basis for personal relationships, involving intimacy,

trust, and confidence.

 Record Keeping: Ensuring all records are confidential and not shared outside
the program.

 Disclosure of Confidential Information: Conditions under which confidential

information may be disclosed without patient consent, especially in public health
risks.

4. Ethical Dilemmas in Healthcare

 Definition: Situations requiring a choice between two equally undesirable

alternatives.

 Decision-Making Challenges: Navigating complex ethical situations in

healthcare.

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5. Handling Incompetent Clients

 Definition of Incompetence: Patients unable to make decisions due to mental

or physical impairments.

 Challenges: Decision-making by substitute decision-makers for never-

competent patients.

 Legal and Ethical Considerations: Balancing patient rights and safety.

6. Standards and Scope of Practice

 Standards of Practice: Guidelines delineating expected techniques and

procedures for various conditions.

 Scope of Practice: Defined by knowledge, skills, experience, and professional

role boundaries.

 Importance: Ensuring safe, lawful, and effective practice.

7. Legal Roles and Responsibilities

 Legal Responsibility: Specific duties imposed upon a person, including care or

provision for another.

 Legal vs. Ethical Responsibilities: Differences and interrelations between legal

compliance and ethical responsibility.

8. Professional Negligence and Malpractice

 Definition of Malpractice: Failure to provide services to the standard set by

governing bodies, causing harm.

 Negligence: Carelessness or recklessness leading to injury and determining

liability for damages.

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LO 6 Title: Providing Motivated and Competent Service in Healthcare

6.1 Basic Concept of Quality Care

 Definition: Quality care encompasses effectiveness, efficiency, equity,

patient-centeredness, timeliness, and safety.

 Effectiveness: Providing evidence-based healthcare services to those who

need them.

 Efficiency: Maximizing resource use, minimizing waste and redundancy.

 Equity: Offering high-quality care regardless of personal characteristics

like race, gender, or socioeconomic status.

 Patient-Centeredness: Respecting and responding to individual patient

preferences, needs, and values.

 Timeliness: Minimizing delays in care that can negatively impact health

outcomes.

 Safety: Ensuring the healthcare environment is free from harm for both
patients and providers.

6.2 Characteristics of Motivated Care Providers

 Passion for Healthcare: A deep-seated drive to improve patient health and

well-being.

 Resilience and Adaptability: Ability to cope with healthcare challenges and

adapt to changes.

 Empathy and Compassion: Demonstrating understanding and genuine

concern for patients’ experiences and needs.

 Self-Motivation: Continually seeking ways to improve personal skills and

contribute to patient care.

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 Goal-Oriented Approach: Focused on achieving specific healthcare

outcomes and patient satisfaction.

6.3 Features of Competent Care Providers

 Extensive Knowledge: Comprehensive understanding of medical

procedures, treatments, and patient care.

 Clinical Proficiency: Skilled in applying medical knowledge and techniques

effectively.

 Decision-Making Skills: Ability to make informed, ethical decisions in

patient care.

 Professionalism: Maintaining a high standard of conduct and performance,

even under pressure.

 Interpersonal Skills: Effective communication, collaboration, and patient

interaction abilities.

 Commitment to Continuous Learning: Staying current with medical

advancements and continually enhancing skills.

7. Difference between Motive and Motivation

 Motivation: The willingness to act, particularly in behavioral contexts.

 Motive: An incentive to act, a reason for doing something, or a prompt for a

choice of action.

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Summary and Conclusion for the Healthcare Module

Summary:

LO1: Apply Professionalism and Ethical Practice

 Learners are equipped to uphold professional standards and ethical practices,

making informed decisions based on moral principles, prioritizing patient welfare,
and maintaining integrity.

LO2: Apply Humanistic Care to Clients

 The module emphasizes the importance of humanistic care, focusing on treating

patients with empathy, compassion, and understanding, ensuring a holistic
approach to healthcare.

LO3: Demonstrate Effective Healthcare Communication

 Learners develop skills in effective communication, encompassing active

listening, empathy, and clear articulation, essential for understanding and
addressing patient needs and concerns.

LO4: Provide Respectful Care for Clients

 The course stresses the importance of respect in healthcare, teaching learners to

treat clients with dignity, consider their preferences, and engage them in their
care decisions.

LO5: Perform with Legal and Ethical Framework

 Learners gain an understanding of the legal and ethical frameworks governing

healthcare, ensuring compliance with laws, regulations, and ethical standards in
their professional practice.

LO6: Provide Motivated and Competent Service

 The module instills a commitment to motivated and competent service, fostering

a drive for excellence, continual learning, and the provision of high-quality care.

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Conclusion:

At the end of this module, learners are equipped with the comprehensive skills and
knowledge required for excellence in healthcare. They are now prepared to apply
professionalism and ethical practices in their daily interactions and decisions. They
understand the importance of humanistic care, ensuring that their approach to patient
care is empathetic, compassionate, and respectful.

Effective communication, a key component of healthcare, is now a skill that learners can
competently demonstrate, enabling them to establish trust and rapport with clients and
colleagues. They can provide respectful care, acknowledging the dignity and rights of
every individual under their care.

Importantly, learners understand their role within the legal and ethical frameworks of
healthcare, ensuring that their practice not only adheres to legal standards but also
aligns with ethical principles. Moreover, they are motivated and competent healthcare
providers who are committed to continuous improvement, efficiency, and effectiveness
in their service delivery.

In conclusion, this module empowers learners with the essential qualities of outstanding
healthcare professionals, laying a foundation for a career characterized by excellence,
compassion, and unwavering commitment to the welfare of their clients.

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