1. Maximising professionalism Module 6

2. Contents The tasks The roles The collaboration between staff The communication between staff and patients The physical setting

3. The tasks Management Medical care Psychosocial care Health education Prevention Evaluation

4. Management Condition of physical environment Staff recruitment Professional conduct of staff Working relationship between staff Regular staff meetings Provision of material Finances

5. Medical care Knowledge of pharmacology, toxicology and clinical indications Assessment of dependence through examination Prescribing and dispensing Induction Monitoring Evaluation Assessment of other medical problems and treat them or refer to specialised care

6. Psychosocial care Assessment of opioid dependence Assessment of psychological problems Assessment of social problems Address these or refer to specialist care Counselling Case management

7. Health education Address risk behaviours Prevention of risk behaviours Provide the means to do so Overdose prevention

8. Social re-integration Employment Housing Social and family relations (child-care?) Criminal justice issues Income support

9. Administration/Reception Welcome patient Make appointments with different staff members Record keeping Appointments with external services

10. The roles The manager The medical doctor/psychiatrist The nurse The social worker The clinical psychologist The counsellor The administrator/receptionist The pharmacist The outreach worker

11. The tasks - the roles No uniformity of professional roles Differences across and within countries Explicit definition of tasks and responsibilities is vital

12. Collaboration between staff Clear definition of respective tasks Teamwork Regular team meetings Supervision Liaison with external professionals Record keeping Monitoring and evaluation

13. Communication between patient and staff Ethical approach: Access to health for all at professional standards with voluntary access Individual human rights No discrimination Confidentiality Informed consent Choice in treatment options Consumer involvement

14. Attitudes of staff Professional Respectful Non-judgemental Open-minded Be aware of their personal values and moral beliefs Be aware of frustrations or burn-out

15. Rules and regulations for patients Attendance to assessment Keep appointments Arrive in time Keep to the rules of the service No unacceptable behaviour

16. Aggression Staff must understand reasons for aggression: Due to the effect of substances Because of psychological or psychiatric problems A reaction of the way the patient is treated by the staff Need for policy regarding aggressive behaviour at each centre All staff must follow policy of centre

17. Consumer involvement In development In practice Enable closer communication and mutual understanding between patients and professionals Complaint procedure

18. The physical setting Specialised centre or primary care Accessibility Safe Clean Central location Adequate opening hours Community acceptance Contact and involve community groups in planning process Collaboration with local police

19. Conclusions Organisational aspects are important: Definition of different tasks and roles of staff Teamwork and collaboration between professionals Clear definition of rules and regulations of service Physical aspects of service delivery Community involvement