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Communicating in Health and Social Care

Introduction

Communication is the process of mutual exchange of opinions between two or more people which is an integral part of better service in the health and social care. When the professionals communicate with the patients they need a communication skill to manage the treatment of them. However, this communication process can be influenced by different factors like the cultural factors, policies and systems, and also by the legislative factors(Nutland and Cragg, 2012). The health and social care organisations should consider these factors with great care. All the decisions are communicated to all of the organisation. As a result, a good communication relationship can be developed among the professionals in the health and social care.

Role play


Scenario

The health and social care professional of Tropical Home Care faced an unusual situation last month. When he was serving the service users, he faced a patients who is totally unable to speak and write any language. When the service user was trying to speak, he was despair for the reason of his failing.

There was a family member with the service user who was trying to be the person who will communicate on behalf of the serviced users. The professional become in a fixed after talking with the service user as there was no way of communicating with the service users and making hi understand about his words.

However, the professional was very much intelligent and that’s why he could manage the situation with great efficiency. He had a great role on that situation. He used different gestures and symbols and make the service user feeling positive. At the last, time he could replied positively with the professional by the gestures. Before that situation, the service user has no role in that situation. The family member helped the professional in using the familiar gesture which were often used by the family member to communicate with the service users. His guidelines made the communication process easier.

Using communication skills in health and social care context

In the above situation, different individuals used different types of communication skills which is must in the health and social care context. Actually all the parties related to the health and social care need proper communication skills (Naidoo, 2016). In the above scenario the communication skills of different persons are observed.

Written– Written communication indicates to the communication process that is completed by using different papers, emails and orders in written format. In the health and social care context of the Residential care home, written communication between the employee and the managers of the care ensures transparency and proper documentation.

Verbal– Verbal communication in the health and social care context of a care home ensures the maximum understanding of the problems of the patients. The patient has little communication skills in the incident. He has no verbal communication skills. As a care worker, this verbal skill can be used for listening different problems of the patient to solve his or her problem.

Non-Verbal– is a communication approach that helps an individual to express his/her pinion problem, etc. to get proper services. It also helps the care workers to understand the necessities of the patients in images, gestures and written format. In the given scenario of the Residential care home, the patient is suffering from dementia could not communicate properly in verbal way. The professional could make him understand about the need of communication for his treatment by following this process of communication.

The health care professional could show great communication skills in this incident. When he saw that the patient has no ability to communicate in verbal way he used the non-verbal way of communication in which he used different symbols and gestures to make the patients understand about the situation and communicate with him (Naidoo, 2016).

Listening– In a health and social care context like the Residential care home the use of listening or proper listening of the problems of the patients. The care workers should listen the problems of the patients by using verbal, non-verbal, written or any other communication skills that is essential in a specific scenario.

To make an effective communication with the patients, application of different types of communication process is very important. The family members and the care workers should have proper communication skills in the incident although he was not the main part of this regards. But he could help the health care professional by giving the information about how to manage the patient in this situation.

methods in dealing with inappropriate interpersonal communication between in health and social care setting

In care home context, an individual may face different problems because of different types of inappropriate interpersonal communication between the care managers and the patients.  Some of them has been reviewed-

Inappropriate Language– indicates to the language that cannot be understood by another person of a health and social care context. For instance, an English spoken care worker will not understand the language of a Hindi speaker. It can be considered as inappropriate language.

Misinterpretation– Sometimes a little knowledge regarding the language may misinterpret the intention of the patients to the care workers. In this regards, the problem from the care workers may be same. Such misinterpretation causes serious problem in a certain situation with wrong drugs or services.

Power– In a care context, the services users of his or her relatives may try to show power that causes inappropriate interpersonal communication between the care managers and the patients.

Threat– Sometimes, the care users may threat the care workers for their late or any indiscipline that also causes problems to ensure a better inappropriate interpersonal communication.

Abuse– To abuse the communication, the care workers may be responsible to take extra benefits from the services.

Self-Esteem– Self-esteem indicates to a person’s overall subjective emotional evaluation of his or her own worth. McCarthy and Rose (2010) has considered it as a judgment of oneself as well as an attitude toward the self. Positive self-esteem is helpful to ensure better services and negative self-esteem is dangerous both for the patients and the care workers.

Values and Benefit– In a communication process, the values and benefits of the customers and the care workers are essential. It helps the organisation and its employees will have to be prepared to avoid this situation. Increasing interpersonal communication efficiency is the first task for them. Related image

However, the Residential care home and such care organizations can follow the following methods in dealing with inappropriate interpersonal communication between in health and social care setting.

Recruiting skilled persons:

Recruiting appropriate member will help the organisation meet the needed communication skills in the health and social care. This process is important as it can let the organisation appropriate solution for the patient.

Training and development: Training and development can help the employees be efficient and effective. For example, if the employees are well trained then they can meet this situation like what the organisation face last time.

Counselling process: Proper counselling process can be helpful can helpful for the patient as well as for the employees also. For example, if the distress patient is given proper counselling then an efficient counselling process can be increased properly.

Proper monitoring: Proper monitoring process can appropriate for improving the interpersonal communication within the health and social care. Proper monitoring can give the assumption about how to communicate with that distressed patient (McCarthy and Rose, 2010).

Report Writing

Executive summary­

This task is done based on different factors, which can influence the communication process in the health and social care. Here, different types of the factor, which can be the cultural or organisational factor, can affect the communication process. However, the legislative factors are also included here. The task is with giving the practical experiences in the health and social care.

Introduction

Communication is one of the most vital things to be efficient in the health and social care. When the professionals communicate with the patients they need a communication skill to manage the treatment of them (Scriven and Garman, 2007). However, this communication process can be influenced with different factors like the cultural factors, policies and systems, and by the legislative factors. The health and social care organisations should consider these factors with great care.

relevant communication theories to explain communication in health care.      

There are different communication theories applied in the healthcare context which re following.

Behavioural Theory: There is another important communication model, which is being used in the health and social care, which is the behavioural theory of communication. In this theory, the employees are observed in the communication process, given proper training and guidelines for improving their communication skills.

Humanistic Theory: The system theory of communication gives different ways of improving the communication skills with the help of the professional experts who have great efficiency in the communication process. The experts guide the employees and improve the communication system, which is more important for the health and social care.

Cognitive Theory: In thecommunication, process of a care home the cognitive theory emphasized the concept that learning is the result of the interrelationship between people, the environment, and their behaviour. In this regards, learning through observation or the modelling of another’s behaviour is the best way learning that can be followed by the care workers of the residential home. It is an observational learning and act of imitation.

Psychodynamic Theory: According to Nutland and Cragg (2012), “the psychodynamic theory explains the personality of a patient in terms of conscious and unconscious forces, such as unconscious desires and beliefs. It helps the care workers to understand the overall situation of the patients in a care context.

The Message follows model is Davie and Crane in which they described how the message could transmit through different ways. They give some elements of communication such as sender, receiver, encoding, media, noise etc. The health and social care personnel can use this approach to use the communication skills properly (Scriven and Garman, 2007).

how communication processes are influenced by individual values and cultural factors

Individual values are the principles, which can be followed by the individuals in different situation while leading the life with the society. Cultures refer the belief, customs, rules and regulations, events and festivals and languages of a group of people which can be followed through different time intervals.

Values:  Individual values can influence the communication in the health care in different ways. Its attributes can make the communication process complex. If two people from two individual beliefs communicate with each other, it will be difficult to maintain the communication efficiency in most of the case (Thomas, 2013).

Norms and beliefs: of an individual including the cultural, language, language race, ethnicity, education, and status can influence the communication process. Language difference can make the communication difficult for the participants in the communication process. It is too much complex to remove the language barrier in communication process if there is no common language (Thomas, 2013).

Age: Age is another important factor that influences the communication process of an individual. In general, the teenagers feel shy to communicate with the care workers and share their problems with them

Sex: Women particularly young girls may face tremendous situation for taking care services in an organizational context.  

Education and Social Class:  An educated person can easily establish a better communication with the staffs and care workers in a care home.  Education and social status can make the communication processes different. The well-educated persons are different from the uneducated and lower social status people.

Ethnicity: Race and ethnicity can also influence the communication process in different ways. The people from different language feel shy in communicating with others if they are from different race and ethnicity. The people from different language feel shy in communicating with others if they are from different race and ethnicity.

how legislations, charters and code of practice impact on communication process in health and social care

Diversity– According to Nutland and Cragg (2012), “the Diversity ACT is a volunteer based, non-profit organisation that provides a service hub, social worker, support networks, groups and community resources to assist the LGBTIQ community of the ACT and Region.” According to Kar et al., (2015), “To promote the importance of human rights, enforcing equality laws on age, disability, gender, gender reassignment, race, religion or belief and sexual orientation and encourage compliance with the Human Rights Act the diversity act helps the care workers of UK to challenge prejudice and disadvantages of UK.”

Equality Act– In UK, the Equality act 2010 has brought together, harmonises and in some respects extends the current equality law.  The main aim of this act is providing services among the patients beyond the gender race including ethnic or national origins, colour or nationality or religion or belief of an individual. It inspires the care workers to ensure better services for all equally.

Discrimination Act– According to the Civil Rights Act of 1964, any kind of discrimination is prohibited based on race, colour, sex or ethnic origin, age. In greater sense the equality act 2012 is considered as the antidiscrimination act.

It also ensure the care users to get required and services and not to be dissatisfied from  the care service providers.

Share Information Act- Share information act or the Data Protection Act 1998 also has great impacts on the communication process in the health and social care sector. Private data of the individuals working with the health and social care and the patients who are coming for the treatment must be secured by the organisation (Kar, Alcalay and Alex, 2015). It can create complexities in the communication process in the health and social care.  The organisational charters and the code of practice can also impact on the communication process by making it o more complex.

The Health and Safety Act 2002- have some provision followed by the health and social care. It gives more importance to the employee safety and their better health conditions. If the organisations can’t maintain this, they will be fired by the law (Kar, Alcalay and Alex, 2015). This provision can increase the communication process critical within the health and social care as all the process should be communicated to all parties.

effectiveness of organisational systems and policies in promoting good practice in communication

The organisational system is the layout of the process by which it can be determined that how the do its different process of activities and achieve its goals. On the other hand, the policies are the principles or beliefs of the organisation which will help in achieving the organisational goals. Both the organisational systems and the organisational policies in promoting good practice in communication in health and social care.

Information- Information is essential for ensuring better services among the care users. Different types of information help the care service providers to take decisions, make recommendations and help the care users to have the best services.

Document- Making proper documentation of theprevious description of the condition of a patient with services that have been provided to the user. If the care workers of a care home provide required data or hard copies to the service users, they can use them at home. It also helps to make reports.

System- In a care home context, proper management system and backup process of data and information helps the care home to ensure the best services among previous care users of the care home. A data base server will be beneficial for the care users to ensure the security of services after getting hacked. If the server is crush on a sudden cause, the activities of the care home will be continued by another

Structure- To ensure better services among thecare users, the organizational structure of the care home should very strong and effective. A proper co-ordination of the services among different departments and services will ensure the maximum services among the service user of a care organization. A good organizational structure will include different required equipment like the fire alarm, emergency button, emergency exit, smoker detection, etc. for ensuring better services among the care workers and the patients of the organization.

A better service among the users can be ensured, if the care home maintains the activities in the following-

Challenging Discrimination- In an organizational context, the care workers and the managers should eliminate all types of discriminations.

Ethics- The care home and its care workers should follow all ethics in an organizational context. They should be humanistic to the care users

Value- The patients and the care workers should have good values for ensuring mutual understanding.

Ensure Dignity and right– the patients should not violate the rights of the care workers. As a well as, the care workers should show respect and ensure the rights of the care service users.

In conclusion, it can be said that the effectiveness of the organisational policies can be the effectiveness of the organisational communication process. In an effective organisation system, the employees as well as the executives of the organisation in the health and social care sector. As a result, a good communication practice can be among them(Whitacre and Moats, 2011). Organisational policies can also the great importance in promoting the good communication within the health and social care. In organisational policies, there are plans, activities, teamwork and controlling process. All the decisions are communicated to all of the organisation. As a result, a good communication relationship can be developed among the professionals in the health and social care.

Recommendations       

From the analysis, it can be shown that there are some inevitable aspects which can affect the communication process in the health and social care. The organisations should be careful about these factors. The health professionals should also be sincere about their own communication skills. All the employees should give the proper guideline and make them under observation to increase their communication skills and they should be given proper training and counselling if needed.

Fact Sheet

Key PointOverview
                    Health and safety Data Protection Braking Data Protection Legislation  Q 9. Analysing how legal considerations in the use of ICT can impact on health and social care

Information and communication technology make the health and social care process more efficient and effective. However, the legal considerations can impact the use of the ICT in the health and social care. Health and safety- The use of ICT helps the care workers of a care home to make the care users more connected with the organization. It can ensure Postural activities of the users for taking services with effective communications. Visual images and graphics can be also beneficial for the care workers to understand the condition of the users. They can also be make understood different things by using them. Use of different multimedia and entertaining ICT products like TV, Computer, radio also reduce the stress level of the care users. Data Protection- the Data Protection Act 1998 also has great impacts on the communication process in the health and social care sector. Private data of the individuals working with the health and social care and the patients who are coming for the treatment must be secured by the organisation (Dutta, 2008). It can impact on the use of ICT in the health and social care in different ways. It also helps the accuracy of services and proper take care of them. The Data protection act also helps to ensure confidentiality in the services and the service users. It also enhances the security of the services and the users of a care home. Braking Data Protection Legislation– While the data protection legislation is broken, the patients of a care home will face tremendous embarrassing situation for his or her physical or mental problem. It also may cause serious prestige loss for other members of a care user. The security may be hampered and confidentiality is violated. At the first day of his working Miss Jones was asked to give the data of a service user. But didn’t give because of these considerations of the data protection act. If the he gives the information make harm of the service user as a consequence, then he will be liable for his activity.
      Benefit for the users Accuracy of recordCommunication                           Benefits to the care workers and organization   Quality of Service Meeting requirement of other agencies    Q 10. Analysing the benefits of using ICT in health and social care for users of services, care workers and care organizations
Benefit for the users The service users of the health and social care can get different benefits from the use of information and communication technology (Boaden and Gemmel, 2009). They will get the benefits of quicker communication health and social care professionals. They can also keep updated all time by the help of ICT. Accuracy of record is one of the most important benefits of using ICT in health and social care. The users of this sector will get accurate information and data for achieving the customer’s satisfaction from different aspects. They will be informed regarding the service is rate, policy and many other things because of the use of ICT in health and social care. Communication- The use of ICT in health and social care also helps the individuals to make effective communication and understanding between the care workers and the service users of the organization. Benefits to the care workers and organization: Interpersonal communicative relationship could be improved among the employees of the health and social care. Different communication will also help them make the communication process. Miss Jones can communicate with her co-workers by using the electronic ways of communication. Information and communication technology can give many benefits for the organisation also by the diversified use of ICT (Boaden and Gemmel, 2009). Miss Jones can increase her skills by using different IC tools. It will help the organisation to reduce its training costs. They can also get the benefit of performance measurement by the help of ICT. Quality of Service– The care workers of the care organization can benefit by providing required services among the customers of the care home. The use of ICT helps to ensure the best services in this regards.Meeting requirement of other agencies- The care home and its management, may help by using the ICT for ensuring better services with proper management. Because of using different software and devices, make the management of the organizations easier and effective.  

Conclusion

Communication in the health and social care is much more different and complex than in other organisations. So, the organisations should be careful about these factors. The health professionals should also be sincere about their own communication skills (Higgs, 2012). All the employees should give the proper guideline and make them under observation to increase their communication skills and they should be given proper training and counselling if needed. They can also make the best use of the information and communication technology by increasing the communication efficiency in health and social care.

References

Boaden, R. and Gemmel, P. (2009). Communicating in health care. Bradford, England: Emerald Group Pub.

Dutta, M. (2008). Communicating health. Cambridge: Polity.

Higgs, J. (2012). Communicating in the health. South Melbourne, Vic.: Oxford University Press.

Kar, S., Alcalay, R. and Alex, S. (2015). Health communication. Thousand Oaks, Calif.: Sage Publications.

McCarthy, J. and Rose, P. (2010). Values-based health & social care. Los Angeles: SAGE.

Naidoo, J. (2016). Foundations for health promotion. [Place of publication not identified]: Bailliere Tindall.

Nutland, W. and Cragg, L. (2012). Health promotion practice.

Scriven, A. and Garman, S. (2007). Public health. Maidenhead, Eng.: Open University Press.

Thomas, R. (2013). Health communication.

Whitacre, P. and Moats, S. (2011). Communicating in health care. Washington, D.C.: National Academies Press.

Kar, S., Alcalay, R. and Alex, S. (2015). Health communication. Thousand Oaks, Calif.: Sage Publications.

McCarthy, J. and Rose, P. (2010). Values-based health & social care. Los Angeles: SAGE.

Naidoo, J. (2016). Foundations for health promotion. [Place of publication not identified]: Bailliere Tindall.

Nutland, W. and Cragg, L. (2012). Health promotion practice.

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