Communication Skills in Healthcare Settings

Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
Assessment
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Please note that this Assessment has 17 pages and is made up of 5 parts.
Name:
Part 1: Understand the importance of effective communication
This part will help you to evidence Learning Outcome 1: Understand the importance of
effective communication
Learning objective Place in Assessment
1.1Explain why effective communication is important in
healthcare settings
Question 1 Page1
1.2 Describe the range of people healthcare workers might
communicate with during work activities
Question 2 Page2
1.3 Describe how communication can affect:
 Relationships with colleagues
 Relationship with an individual
 Outcome of the episode of care for an individual
Question 3a,b&c Page 2-3
1.4 Explain how effective communication can improve the
experience of those accessing healthcare services
Question 4 Page 3
© Copyright Creating Careers Ltd, 2015. All rights reserved. Page 1

1. Inside the box below,explainwhy it is important to communicate effectively in healthcare
settings.[1.1]
1.1 Communication is determined as a science as arts. It involved different activity related to
listening and speaking. Therefore, the appropriate communication skill is necessary for
interaction among more than two individual person that help in exchange their ideas,
information as well as opinions that helps in interaction with one another during particular
phase of time period. In context of NHS, it is necessary to effectively communicate with one
another in order to provide appropriate services to its user during particular phase of time.
Therefore, it has been analysed that appropriate communication is necessary to conduct
different task and activity related to providing health services to its patient that help in
increasing brand image and reputation of company in front of customer at marketplace.
2. Using the table below, describe the range of people you might communicate with during
your work in the health sector.
Include 5 different examples. For each person you identify, include a description of a
situation when you would need to communicate with them and the most appropriate form
of communication to use in each situation.[1.2]
Type of person Situation Appropriate form of
communication
1.Colleagues The staff into healthcare
industry would communicate
with colleagues all day in
case it’s developing a brief
enquiry regarding patients it
will interact one way or
other. It is considered as
informal communication in
which the manager focuses
on effectively interacts with
its employees in order to
Informal

Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
satisfy them.
3. Patients Within healthcare industry
staffs will then communicate
with various patients. In
clinic or other areas, the
patient who would be there
for longer time duration they
would then understand if it
cared. Within respective
sector when staff initially
meets with patients then this
is crucial that it meet as well
as talk in friendly way. If
however workers understand
to know their patient
effectively where they could
begin speaking at informal
way as this will develop
affirmative relations.
Therefore, it is necessary to
maintain effective relation
with its employees for
conducting different task in
an appropriate manner.
Formal
3. Manager or senior health
care employees.
Within health care industry
where staff would have to
talk to manager or senior
member. So, in this it
includes various professional
discussion regarding serious
issues. Also, this is vital to
highlights stronger listening
competencies and
Formal
© Copyright Creating Careers Ltd, 2015. All rights reserved. Page 3

confidentiality using
languages. It is necessary to
maintain effective relation
with its employees for
conducting different task in
an appropriate manner.
4. Relatives of patients Whole patients as well as
relatives have to be
approached in formal way
where they would have
effective approach
intocontact where this would
be an effective contact point
for staff who are struggle for
contacting the patient.
Moreover, this is also
essential that they are trusted
to care for its relatives,
therefore during
communication professional
are vital. It is considered as
informal communication in
which the manager focuses
on effectively interacts with
its employees in order to
satisfy them.
Informal
5. Other service staff Within healthcare setting,
whole attendants, cleaner and
other whole illustration of
individual are which a health
care staff can communicate.
Also, this is essential for
greeting these person friendly
way and develop effective
Informal

Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
impression.
6. In the boxes describe how communication can affect the following:
3a.Relationships with colleagues [1.3]
It is necessary for organisation to appropriately communicate with others in order to maintain
appropriate relationship with them. On the other hand, poor communication provides
contribution in increasing conflict and issue within business organisation. Therefore, it also
decreases confidence level of an individual person during particular phase of time period.
Hence, it has been analysed that the poor communication create issues and conflict within
individual person of company that imposes a direct impact on colleagues. The manager of
chosen organisation named as NHS is effectively communicate with its colleagues otherwise
it demotivate individual person to perform their work during particular phase of time period.
3b.Relationships with individuals accessing healthcare services [1.3]
Communication is important part of caring relationship and others to encourage trusting
relationship with other individual person. Therefore, it is necessary to effectively
communicate with other individual person otherwise it imposes negative impact on individual
person of during particular phase of time period. In context of NHS, the service provider
effective communicates with patient in order to provide effective services at a time.
There are different method of communication that helps in satisfying the need and want of
customer.
Match vocabulary to audience it is significant to be capable to speak in various register
involving some formal or informal talks. It helps in making sure that's use of word which will
be understood by audience in an appropriate manner.
Voice Tone fit to situation it is important for speaker to vary their tone in different situation
so that it is understood by the employees during particular phase of time period. To address
issues with subordinate in one to one meeting it is necessary to address different kind of issue
with subordinate in order to conduct meeting in an appropriate manner. The organisation
focus is on address various situation of subordinate for conducting various tasks in an
© Copyright Creating Careers Ltd, 2015. All rights reserved. Page 5

appropriate manner.
3c.Outcome of care for an individual accessing healthcare services [1.3]
Effective communication is significant for healthcare provider to protect its patient, save cost
and increasing operating efficiency during particular phase of time period. Effective
communication helps in reducing the chances related to medical error. Therefore, it is
necessary to interact with patients in an appropriate manner and otherwise it impact
negatively impact on the individual person related to health care. It helps in achieving
positive outcomes in future period of time.
7. Use the box below to explain how effective communication can improve the experience
of a patient accessing a healthcare service.[1.4]
If the service provider communicates effectively with its patient then it increases experience
level in future period of time. If the management team of NHS communicate effectively in
relation to its medical treatment with its patient that increases their trust level towards
services provided by organisation and they regularly comes for treatment that is performed by
service provider of organisation.It has been examined that effective communication leads to
improving the experience of a patient in a healthcare services for example in context of NHS,
they have a effective management which communicate in proper manner to all employees.
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.