An Analysis of Communication in Health and Social Care

This assignment discusses the importance of effective communication in healthcare settings. It highlights various barriers to communication, such as language differences and cultural nuances, which can impact patient care. Additionally, it explores the role of Information and Communication Technology (ICT) software in facilitating communication among healthcare professionals and improving patient outcomes.

Communicating in health and
social care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Theories of communication...................................................................................................1
1.2 Different skills of communication and its purposes..............................................................2
1.3 Identify interpersonal communication between two individual between Mrs Venn and
Nurse...........................................................................................................................................4
1.4 Strategies to support users of health and social care services...............................................5
TASK 2............................................................................................................................................6
2.1 How communication process influenced by values and cultural factors..............................6
2.2 Legislation, charters and codes of practices which impact on the communication process
in health and social care..............................................................................................................7
2.3 Effectiveness of the organisational system and policies to promote good practices in
communication............................................................................................................................7
2.4 Ways for improving communication process.......................................................................8
TASK 3............................................................................................................................................9
Covered in PPT...........................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Communication plays very important role in health ans social care that assists to meet
with effective functions and operations of the organisation. With the help of effective
communication skills at health and social care, relationships need to be develops with different
people such as management, colleagues, etc. (Braithwaite, Iedema and Jorm, 2017). In order to
focus on the present report, it is based on the case of Mrs. Venn who suffering from different
diseases and difficult to understand about her requirement. Therefore, report summarized about
different theories of communication that can be applied in the present case which impact on Mrs.
Venn life. Furthermore, it covers different skills of communication which helps to increase
effective performances of the health and social care. In addition to this, different legislation,
charters and codes of practices also determines that require for communication in health and
social care. At last, it determines benefits of ICT in health and social care users of services,
nurses and other people.
TASK 1
1.1 Theories of communication
Communication can be determines in different perspective in which health and social
care impacted by different elements. In this aspect, for Mrs. Venn there are different kinds og
communication theories determines which are as follows:
 Humanistic theory: As per the humanistic theory, learning is the important function
which based on the Mrs. Venn and also believed that learning never take place which
affect to the cognitive and affective domain perspective. In addition to this, individual
capacity also determines as the self determination which is important part of the theory.
For instance, it is used to assess infarction patient for regain a sense of personal control
on the health care management (Burke, Jones and Ginde, 2014).
 Behavioural theory: This kind of communication theory determines theoretical aspects
which assists to enhance learning and behaviour in which terms need to be develops for
stimulating relationships of Mrs. Venn and her nurse. At workplace of the health and
social care, there are different elements influence to behaviour of Mrs. Venn such as
environment, learning, etc. This is because, mainly behaviours determines as the
conditioned in which patient respond towards the nurses. In addition to this, learning of
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her develops through focuses on the feelings, beliefs, etc. (Calnan, Rowe and Entwistle,
2006).
 Cognitive theory: In this kind of perspective educational psychology is determines as the
cognitive perspective so that learning based on the people interaction, their
understanding, etc. Further, in the case of Mrs. Venn this perspective differs in the two
aspect in which first is cognitive psychology acknowledge with the existence of internal
mental stress which disregarded by behaviour of nurses (DeRenzi and et. al., 2011). For
instance, belief, desire, motivation, ideas, etc. Further perspective determines with
cognitive psychologists that claim on the memory structure for determining information
perceived, processed, stored, etc. elements. Cognitive psychology encompasses with the
perception, categorization, knowledge representation, etc.
 Psychoanalytic theory: Human theory never born but it can be shaped through
experience which encounters in whole life. In this aspect, it has been tends to deal with
different situation consciously (Eggenberger, Heimerl and Bennett, 2013). For instance, if
Mrs. Venn feel wired to telling about her problem to nurses.
1.2 Different skills of communication and its purposes
Shannon-Weaver Model defined about the communication which determines
technological perspective in the business. In this aspect, nurse of Mrs. Venn adopted following
procedure to communicate about something:
 Sender: Sender encodes message and send it to receiver with using technological channel
such as telephone and telegraph. In health and social care, nurse convert message into the
codes (Lowes and Hulatt, 2013).
 Encoder: It is machine which used by nurse to convert message through using signals,
binary system, etc.
 Channel: This is medium which used to send message.
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 Decoder: This is tool used by receiver to concert message into signal and binary data.
 Receiver: Receiver getting message and provide feedback on it.
 Noise: Noise is the physical disturbances such as people, environment, etc. (Reeves,
Lewin and Zwarenstein, 2011).
In addition to this, there are different kinds of skills develops among nurse to treat Mrs
Venn.
Active listening: These skills assists to develop and acquire effective results at
workplace. Therefore, it assists to develop effective results at workplace towards the health and
social care. With the help of this skill, nurse of Mrs. Venn can concentrate on hearing and
understanding requirement and problems easily.
Non-verbal communication: In non-verbal communication, there are several elements
implemented that assists to develop effective functioning and outcomes (Sheldon, 2011). In this
aspect, nurse require understand posture, facial expressions, eye contact, etc. elements of Mrs.
Venn.
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Illustration 1: Communication process
Source: (Kalyani Suresh, 2003)

Verbal communication: In this kind of communication system, nurse need to use words
with Mrs. Venn. As she feeling very up sate so that verbal communication create clear speech,
with selecting appropriate language, etc. In order to communicate effectively, pace, tone and
pitch need to be used properly so that communication will be maintain in systematic aspect.
Writing skills: Further, writing skills also require effectively for proper grammar,
spelling and punctuation. In this aspect, reader can form opinion which is based on the
presentation and errors also find in systematic aspect (Best, Manktelow and Taylor, 2014).
1.3 Identify interpersonal communication between two individual between Mrs Venn and Nurse
In health and social care, there are several barriers occurs which impact negatively on the
activities and tasks. With the help of effective communication, in Nurse and Mrs. Venn proper
understanding will be made through sharing message. However, unplanned during the
communication is create barriers which impact negatively on performances. Following are
different barriers explains:
 Physiological barriers: These barriers occurs in communication of Nurse and Mrs.
Venn. It creates limitations of the human body and mind in term of memory, attention
and perception (Street, Gold and Manning, 2013). It can be create impact due to poor
eyesight of Mrs. Venn. In order to solve this issue, nurse need to use simple frame of
words and understand needs of patient.
 Psychological barriers: Psychological factors also impact due to mis-perception,
filtering, distrust, etc. elements. Therefore, in the present case emotions of the Mrs. Venn
impact on her life and impact on the communication process. This kind of barrier could
be solve through avoid information overload which assists to make effective results and
outcomes at workplace. Therefore, it is the systematic perspective that develops for
ascertain more effective functions (Brownson, Colditz and Proctor, 2017).
 Environmental barriers: Sometimes distraction also occurs due to background noise,
poor light, uncomfortable seat, lack of hygienic, etc. Therefore, it could be impact on the
communication process. Among nurse and Mrs. Venn this element create impact on their
morale and concentration power. Therefore, turn interface with effective communication
needed for ascertain effective results at workplace. In addition to this, lack of privacy also
impact on the effective communication which is needed to develop understanding and
outcome of the people. In order to take feedback from Mrs (Burke, Jones and Ginde,
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2014). Venn towards the environment, health and social care can improve effective
results and solve problems of environment behaviour.
 Cultural barriers: Culture could be shape to the thinking process and behaviour.
Therefore, cultural differences lead with interest, knowledge, value and tradition. Hence,
people of the different culture create impact as the barrier to communicate with each
other. For instance, difference in understanding and cultural aspects of nurse and Mrs.
Venn. In this regard, proper media selection needed that assists to determine
understanding with each other at workplace (Braithwaite, Iedema and Jorm, 2017).
1.4 Strategies to support users of health and social care services
In health and social care, there are different methods need to be used for effective results
in the communication process. With this regard, care workers can easily meet with needs of
customers through using variety of strategies. In order to overcome the communication barriers,
it is very important to understand, learn and sensitive to accomplish needs of other. For Mrs.
Venn, non verbal communication strategy is useful perspective that assists to enhance
understanding towards requirement. In addition to this, sign language, lip reading, slang
expression, etc. elements create major impact on the functioning of the business. Strategies also
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Illustration 2: Communication barriers
Source: (Barriers to Communication, 2017)

put at place to solve visual problem and touching. Further, things are also putting comfortable
with different technological aids which is the famous example of information towards the
images.
In addition to this, they have to understand about body, face and other expressions as
well. Further, language differences also create impact on the communication of nurse and Mrs.
Venn. Therefore, they have to make translation of patient requirement in own language. They
have to reduce making assumption towards the effective results at workplace. Therefore, it is the
effective strategy that assists to determine cultural aspects at workplace. Nurse also require avoid
using jargon and it could be impact on the services delivering (Brownson, Colditz and Proctor,
2017).
TASK 2
2.1 How communication process influenced by values and cultural factors
Culture consists ideas, customs, social behaviour, etc. which could be determines as the
influence to social process in systematic aspect. In this way, influenced through develop
effective functioning at workplace. Human also transited generation by generation so that it
could develop in systematic make. As the nurse Anna which take care for Mrs. Venn have duty
to take proper care and respect to people culture, background and belief. When culture difference
violated and ignored people react emotional and anger (Brownson, Colditz and Proctor, 2017). In
the present case study, Anna is newly appointed as care worker for Mrs. Venn and she not gets
any training. Therefore, she does not know about the culture and background of their patient. It
creates impact on Mrs. Venn and she feels very frustrated from the behaviour of nurse.
It is very important to note about the tone and voice of body language to create proper
interaction with patient. She never knows about the observation and understanding of body
language. Therefore, Anna has responsibilities and very important to competence understand
ways in which verbal and non verbal communication will be made at workplace effectively.
Service provider also require feel comfortable to deliver services to patient. Hereafter, they have
to understand about the cultural, values, background, etc. elements. Valuing the diversity also
enrich to the own life which assists to create life experience and become more flexible to see
about the imagination. Further, cultural values also determines in the different background and
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other aspects that impact on the ethnic group. Cultural values respected within the society which
create strong value for health care setting (Burke, Jones and Ginde, 2014).
2.2 Legislation, charters and codes of practices which impact on the communication process in
health and social care
In the case of Mrs. Venn, there are different legislation, charters and codes of practices
determines which create impact on the communication process. Legislation defines as the set of
laws which made by government and regulate for enhance standard living of people. It
determines policy framework to attain creative results at health and social care place. For
example, Data Protection act 1998 determines that control and protect personal information of
human used by any business, government and other people. Therefore, at workplace Anna need
to keep secure Mrs. Venn information. Further, it can be interpret that importance of data laws
influence to way of communication that develop effective performances of Mrs. Venn. In
addition to this, other care workers has also duty to using data with strict laws and rules to
protect principles. Confidentiality law also state information on the computer, audio and other
recordings that never disclosed in front of anyone.
Health care worker also needed to provide all rights to each patient so that their
performances will be increasing to protect patient information. In this way, information of
patient also develops to use and develop effective learning with proper functioning at workplace.
Anna is nurse of Mrs. Venn so that she require proper assistance towards her. Beside this, poor
understanding of law also lead with discrimination and disempowerment of the services so that
results will be gather to ascertain reputation for the health care. In respect to understand about
the appropriate codes, laws and rules, effective health services will be delivered to the public. As
results, Anna has responsibilities to encourage people and maintain good and safe working
practices to promote the effective results at workplace (Braithwaite, Iedema and Jorm, 2017).
2.3 Effectiveness of the organisational system and policies to promote good practices in
communication
Health and social care enterprises has advantages to implement effective results and
outcomes in the business to develop principles and requirement in the systematic manner. In this
context, government are consistently and systematically applied their functions and operations
through promote policies of communication. Anna need to use proper system which ensure that
policies and codes of practices carried in the business in systematic way. With this regard, her
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responsibilities towards Mrs. Anna is to ensure interest and service users will be develops in
systematic aspect. Creating an environment consist healthcare professional which assists to meet
with obligation in systematic way. It can be done through monitoring, spot checking and
training.
Therefore, compliance also needed for the policies and code of practices which develops
annual appraisal for professional working. Anna has responsibilities to implement advance
technology to increase responsiveness and get appropriate information at right time. The
compliant channels also develops design that assists to ensure that information also shared with
effective circumstances (Burke, Jones and Ginde, 2014). Anna has responsibilities to take care
for checking Mrs. Venn performances on the legal basis to access relevant information before
releasing it. However, Anna has lack of effectiveness and training so that it can be create
negative impact on patient life. Hence, she need to know about the requirement of Mrs. Venn so
that it assists to communicate and interpret effective results at workplace.
2.4 Ways for improving communication process
Within the health and social care, there are different setting require that assists to improve
verbal and non-verbal communication within the business environment. For improving
communication process, Anna need to know about Mrs. Venn requirement and use different
kinds of signs, symbols, languages, pictures, technological advertisement, written
communication, etc. In addition to this, training needs also require so that she can understand
non-verbal communication in the systematic process. Health care worker and professional values
also created through effective learning and actively listening at workplace. She need to follow all
rules and regulations that could be applied to create awareness regarding personal information.
Discrimination also need to be resolved with using proactively, irreversible and suitable
practices. There are different kinds of ways in which health and social care setting develops
through different elements such as recording, reporting and storage. These elements assist to
enhance skills of communication in systematic way.
In the case of Mrs. Venn personal information need to be protected towards effective
functioning and outcomes that is made for suitable place. As she unable to take proper care by
self and nurse need to took her all activities which create efficiency with proper working. Due to
lack of trust some times it can be create negative impact on the Mrs. Venn performances. With
the help of proper training and understanding, communication process will be develops in
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systematic aspect. Providing services in systematic manner assists to develop trust among
people. It is the best way to create healthcare functions and operations in significant manner. In
addition to this, they are also possesses duty for respect service use right and choice (Burke,
Jones and Ginde, 2014).
In respect to develop effective results, there are also certain development will be created
for healthcare assistance. Proper functioning and performance management based on the
development of Mrs. Venn life. As results, care taker need to take proper attainment towards the
effective goals and objectives in the business unit. Providing assistance also enhance
communication skills that make respective features for user performances. In this aspect service
user also has positive impact towards the care of different care providers (Braithwaite, Iedema
and Jorm, 2017).
TASK 3
Covered in PPT
CONCLUSION
From the above report, it can be concluded that at health care enterprise, there proper
communication needed for improving effective results at workplace. In this regard, different
kinds of communication skills require at workplace for increasing proper functioning in
systematic aspect. For instance, verbal communication, non-verbal communication and active
listening. Furthermore, it summarized about the communication process which is influenced
through different values and cultural factors at workplace. In this regard, report also articulated
about different legislation, charters and codes of practices that could be impact on health and
social care. At last, report discusses about ICT software that assists to meet with effective results
and outcomes at healthcare.
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REFERENCES
Books and Journals
Best, P., Manktelow, R. and Taylor, B., 2014. Online communication, social media and
adolescent wellbeing: A systematic narrative review. Children and Youth Services
Review. 41. pp.27-36.
Braithwaite, J., Iedema, R. A. and Jorm, C., 2017. Trust, communication, theory of mind and the
social brain hypothesis: Deep explanations for what goes wrong in health care. Journal of
Health Organization and Management. 21(4). pp.353–367.
Brownson, R.C., Colditz, G.A. and Proctor, E.K. eds., 2017. Dissemination and implementation
research in health: translating science to practice. Oxford University Press.
Burke, R. E., Jones, C. D. and Ginde, A. A., 2014. Electronic Communication Capabilities of
Residential Care Facilities at Times of Transition. Journal of the American Geriatrics
Society. 62(7). Pp. 1381-1383.
Calnan, M., Rowe, R. and Entwistle, V., 2006. Trust relations in health care: an agenda for
future research. Journal of Health Organization and Management. 20(5). pp.477–484.
DeRenzi, B. and et. al., 2011. Mobile Phone Tools for Field‐Based Health care Workers in Low‐
Income Countries. Mount Sinai Journal of Medicine: A Journal of Translational and
Personalized Medicine. 78(3). Pp. 406-418.
Eggenberger, E., Heimerl, K. and Bennett, M. I., 2013. Communication skills training in
dementia care: a systematic review of effectiveness, training content, and didactic
methods in different care settings. International Psychogeriatrics. 25(03). Pp. 345-358.
Lowes, L. and Hulatt, I., 2013. Involving service users in health and social care research.
Routledge.
Reeves, S., Lewin, S., Espin, S. and Zwarenstein, M., 2011. Interprofessional teamwork for
health and social care . John Wiley & Sons.
Sheldon, B., 2011. Cognitive-Behavioural Therapy: research and practice in health and social
care. Routledge.
Street, R.L., Gold, W.R. and Manning, T.R. eds., 2013. Health promotion and interactive
technology: Theoretical applications and future directions. Routledge.
Online
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Kalyani Suresh, 2003. Theories of Communication. [Online] Available through:
<http://www.peoi.org/Courses/Coursesen/mass/mass2.html>.
Barriers to Communication, 2017. <http://communicationtheory.org/barriers-to-
communication/>.
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