Communicating in Health and Social Care Organisations: A Comprehensive Guide

This report explores the importance of effective communication in health and social care settings. It examines various methods of dealing with inappropriate interpersonal communication, analyzes the influence of values and cultural factors on the communication process, and evaluates the effectiveness of organizational systems and policies in promoting good communication practices. The report also discusses the benefits of using ICT software in health and social care for users of services, care workers, and care organizations, while considering the legal implications of ICT use. This comprehensive guide provides insights into the complexities of communication in health and social care and offers practical suggestions for improvement.

Communicating in Health and Social Care Organisations

Contents
Introduction.................................................................................................................................................3
LO 1............................................................................................................................................................4
1.3 Review methods of dealing with inappropriate interpersonal communication between individuals in
health and social care settings..................................................................................................................4
LO 2............................................................................................................................................................5
2.1 Explain how the communication process is influenced by values and cultural factors......................5
2.3 Analyze the effectiveness of organizational systems and policies in promoting good practice in
communication........................................................................................................................................6
2.4 Suggest ways of improving the communication process in a health and social care setting..............7
LO 3............................................................................................................................................................8
3.1 Access and use standard ICT software packages to support work in health and social care..............8
3.2 Analyze the benefits of using ICT in health and social care for users of services, care workers and
care organizations....................................................................................................................................9
3.3 Analyze how legal considerations in the use of ICT impact on health and social care....................10
Conclusion.................................................................................................................................................11
References.................................................................................................................................................12

Introduction
Communication is a process of phases of interaction that are important to understand in an
organisation. This makes the delivery of messages from one person to another in an easy and
operative manner. The report will explain about various legislations that have been adopted in
HSC for the implementation of numerous methods of interpersonal skills. This will also discuss
the policies and practices that have been implied in the HSC for the improvement in the
communication process of the HSC. This will also explain the numerous ways of the
improvement that has been made in the HSC to enhance the communication level in the
organisation. The use of ICT software and its benefits will also be discussed in the further report.
The various legislation is required to be adopted in HSC for the use and implementation of ICT
software in the organisation will also be elaborated in the report.

LO 1
1.3 Review methods of dealing with inappropriate interpersonal communication between
individuals in health and social care settings.
Interpersonal communication leads to maintenance of relationships among the people so that
they can share their views, ideas, information and feelings in the organisation through the
methods of verbal and nonverbal communication. It helps in making the effective use of
communication skills that help in making the customers make the doctors aware of the problems
or grief they are suffering from. The problems of the patients are also communicated to the
doctors with the effective interpersonal skills of the patients and doctors consist in the health and
social care. Various issues arise in interpersonal communication that takes place in HSC due to
lack of communication in the organisation. The different culture and difference in the language
of the patients and doctors create conflicts and lack of understanding among the people. The
tradition of the people makes it difficult for them to communicate to other people and make the
patients in hard of providing services to them. This help in making the application of services in
an effective manner in the hospitals. The interpersonal communication help in making the
sharing of emotion and feelings in an appropriate manner so that it can provide the qualitative
services to the customers in HSC (Dolgoff and Feldstein, 2012).
The information of the patient and their medical record needs to be kept in custody so that it can
achieve the effective communication in the health and social care. This improves then trust and
loyalty of the patients in the organisation by keeping the medical information and records in
custody. This can also be improved with effective listening in the organisation. This listening
capability of the doctors in the HSC organisation makes them have a high level of interaction
with them as it helps in analysing the needs of the patients. The listening skills make the patients
motivated for making the doctors aware of the problems they are suffering. This makes them be
provided with healthy medical facilities and services. The feedback from the patients and sub
employees needs to be observed so that the deficit in the services that have been provided to
them can be minimized and they can be provided with the satisfaction from the medication and
services that will be availed to them. This improves the communication structure of the doctors,
nurses and patients in HSC setting (Munn-Giddings and Winter, 2013).

LO 2
2.1 Explain how the communication process is influenced by values and cultural factors.
The values and culture of every patient are different from one other that makes the doctors have
problems in the communication process in health and social care. The difference in ideas,
opinions, customs, behaviour and language influence the communication process of the
individual in the organisation. The difference in the opinion of the people creates a problem in
understanding the problems and sufferings of the patients by the doctors. The culture has been
transmitted to the individual from generation to generation or by leaders, elders, teachers in the
community. The doctors’ work in the HSC is required to understand the concept and culture of
the people in the organisation so that it can provide the qualitative services to the employees. It is
the major responsibility of health care officer to understand the multiple ways of communication
that take place in HSC. The services can be made in verbal and non-verbal forms as per the
culture of the people in the HSC. These help in creating healthy relations among the doctors and
patients and make them provide the medication by understanding the problems they suffer from
(Fechter, 2012).
The age and ethnicity are the major dimensions that need to be considered for the improvement
in the communication process in the organisation. This improves the coordination among the
employees and patients in HSC settings and improves the services that are provided to them. The
respect should be granted to the people to elderly people the communication with them should be
made patiently in a peaceful manner. This help in increasing the quality of services that are
provided to the customers in the HSC. The age of the individual makes the changes in the
behaviour of the individual for availing the services and the behaviour affects the communication
process among the people in the organisation. The nationality of the people makes the changes in
the culture and behaviour that has been adopted by them that affects the communication process
of the individual as the workers of HSC are required to communicate in such a way that is
understood by the patients. This makes them have a reduction in the problems that arise in the
communication process so that effective and qualitative services can be provided to the
individuals (Rhodes, 2012).

2.3 Analyze the effectiveness of organizational systems and policies in promoting good
practice in communication.
The organisational policies need to be adopted in the organisation for effective working in the
organization and provide knowledge and guidance to the employees. This help in increasing the
communication in HSC by making the employees aware of the practices and policies that are to
be adopted in the organisation. To make the involvement and engagement of employees and
patients in the effective communication process it is necessary to adopt the policies and
regulation of the organisation. This help in transmitting information from one person to another.
The policies are made to be adopted in the organisation for the effective improvement in the
communication in the organisation. To improve the practice of healthy communication in the
organisation, it is required to adopt the information technology. The development of information
technology in the organisation leads to increasing the level of communication among the workers
of HSC. It is pivotal in the organisation to adopt information technology and its various sources
for the improvement in the transmission process of messages from one person to another. The
transmission of messages is significant in the profession of HSC for the improvement in the
services provided to the patients (Frambach, et. al., 2012).
The policies adopted in the health and social care such as whistleblowing help in protecting the
patients from any misshaping or wrongdoing they suffer from. The policy is complied with
Public Disclosure Act, 1998 that has been developed for making the customers protected. This
act helps in communicating the practices that need to be adopted in the organisation so that
effective services can be provided to the patients in the HSC. The policy against harassment
needs to be adopted so employees or staff can be provided to work in the safe and secure
environment. This keeps them away from harassment, abuse or any discrimination that could
take place in the organisation. The policies help in increasing the communication among the
employees by making them convey their problems or any threat that arise to them. The adoption
of information technology increase the communication among the staff of the organisation as the
delivery of messages can be made ineffective way. This help in reducing the communication gap
with the increase in the satisfaction level of the customers. The policies are made in the HSC for
increasing the level of interaction among the staff as well as patients (Luker, 2017).

2.4 Suggest ways of improving the communication process in a health and social care
setting.
Communication process needs to be improved in the organisation with the effective utilisation of
resources in the organisation. This can also be improved by embracing the provisions of security
in the organisation so that it can provide the services with the effective communication among
the employees and patients. The confidentiality of the user gets increased with eth effective use
of a provision of security in the HSC. The communication process can also be enhanced by
having listening skills among the doctors. This helps them in having effective listening skills so
that they can ensure the problems the patients are suffering from (Berwick, et. al., 2017). This
increases the communication level among the employee and patients by having the effective
communication skills. The communication level can also be enhanced with the adoption of
technologies in the organisation so that transmission of messages can be made in easy and
effective manner. The HSC can also embrace the system of RIO that helps in keeping and storing
the data electronically so that reduction of paperwork takes place and information can be
transferred or communicated in an effective manner (Aveyard, 2014).
The environment of the organisation should be set in such a way that motivation level of the staff
gets increase s that they can communicate their ideas in the decision-making process of HSC.
This will build openness to the practices that have been embraced in the HSC, this will increase
the participation of individuals and makes them work in partnerships. The interaction among the
staff members gets enhanced without any interruption among the employees. The teamwork in
the HSC can also make them increase the level of communication among the members and make
them share their viewpoints. This increases the Communication power and effective teamwork
leads to having multiple solutions to the problems. The campaign needs to be developed so that
its awareness among the people can be generated. This help in providing a higher level of
satisfaction to the patients with the spread of awareness. The staffs in the organisation need to
provide a solution to the problems by sharing the real-life situations or scenario with them. This
makes an improvement in the communication process among the staff members as they are made
to give their ideas for finding a solution to the problem (Ko, 2012).

LO 3
3.1 Access and use standard ICT software packages to support work in health and social
care.
ICT (Information and communication technology) software packages are the technologies that
are used to express and manipulate the data and the store it by electronic means. ICT software
packages are used in the HSC to improve the communication among the individuals so that it can
enhance the productivity and lead to effective utilization of resources and skills in the
organization. Various ICT Soft wares include such as MS Word, MS Excel, Monitor database
manager etc. are used in HSC for improving the services and communication in the organization.
This software makes the work to be managed or done in an easy manner by having effective
communication and serving services to the patients. This also makes the organization to keep the
data in a safe and secure mode so that it can gain the trust of the patients in the organization. The
medical facility and medication that is provided to the patients are recorded in Excel sheet and
saved technically. This help in keeping the systematic records of the patients that can be used in
future. It also helps in providing the security option to the people as they can check the data and
information that has been stored in the HSC (Perron, 2011).
The daily visiting of the patients in the organization has also been recorded so that the arrival and
discharge of patients in the HSC can be effectively managed in MS word. The medical facilities
of the patients are kept in safe position so that it can make the effective use of the data of
patients. It also helps in making the customers to be provided with security regarding their
personal information that has been provided to the HSC for availing the facilities and medical
facilities. The frequently used ICT software is MS excel sheet that helps in keeping the records
of the patients in the systematic form so that it can evaluate whenever it is required. The
techniques such as Email, SMS, Video conferencing and various other modes of social media are
used to communicate in the HSC and help in sharing of data and information. This help in
increasing the quality of services that need to be provided to the patients in the HSC (Perron,
2011).

3.2 Analyze the benefits of using ICT in health and social care for users of services, care
workers and care organizations.
The implementation and adoption of ICT software in the HSC help in increasing the efficiency
of employees and measures that have been adopted by them for providing services to the
patients. The increase in the services level of the patients makes it adopt the various channels of
communication so that effective services can be provided to the patients. This also helps in the
systematic running of the organization by keeping and managing the activities of the HSC in an
efficient manner. It also helps in conducting numerous research programs so that information can
be exchanged easily in the HSC. This also makes the staff improve their skills, capabilities,
effectiveness and efficiency so that they can provide the best and quality services to the patients
in the organization. The effectiveness of communication can be enhanced with the application of
accurate staffing, monitoring, and planning in the organisation. This leads to enhancement in the
interaction among the staff members so that they can take part in the decision making of the
organisation. The use of ICT software makes the workers have effective communication in the
HSC with the use of multiple methods of communication.
The ICT software is used in the HSC as they provide benefits to both the care workers and the
users of services in HSC. This makes them provide safe and secure communication channel in
the organisation and easy transmission of messages takes place. The patients or customers those
who avail the services from the HSC can easily seek to their records that have been kept in
security by the people. The use of ICT software helps in keeping the financial records of the
organisation in an operative manner so that manipulation of data would not take place. The
payroll system of HSC helps the patients to improve their billing facility that helps in easy
payment for the services that has been taken from the service provider. The data and information
of the patients are retained in an operative manner and duly updated timely so that the record of
medication, diagnosis and treatment can be effectively used in future circumstances. This also
makes an improvement and enhancement of relations among the staff members in the
organisation and led to achieve the growth and success in the HSC. The elderly people in the
HSC are made to be provided with a healthy environment and communicated to stay healthy and
independently in the structure of the organisation (Tran and Stoilescu, 2016).

3.3 Analyze how legal considerations in the use of ICT impact on health and social care
Numerous laws and regulations are adopted in the health and social care for the improvement in
the services that need to be provided to the staff and patients in the organisation. The Data
Protection Act 1998 needs to be applied in HSC for protecting the personal information and data
of the patients. The information should be stored in an effective manner and should be
transferred or stored electronically with protection. The patients and employees need to be
provided with password or pin so that they can secure their data. This help in seeking and
grabbing the information instantly so that it can be evaluated on daily basis for the improvement
in the services that need to be made for providing services to the patients (IVIaroofi, et. al.,
2015).
Computer misuse Act 1990 has also been developed in the HSC so that the information can be
saved in a secured manner so that practices like hacking and theft of information would not take
place. This also makes the employees to be provided with training and development practices so
that it can make the employees use the application of computer in an effective manner. The
confidentiality among the members of the HSC also rises with the improvement in the protection
services that have been provided to the data and information of the customers. The display screen
equipment regulation act 1992 needs to be adopted in HSC to provide safety to the health of the
people those who use DSC in the organisation. The legal regulations need to be adopted for
providing safety and security to the data of patients and effective utilisation of skills in the
organisation (Thomas, 2012).

Conclusion
The above report gives its consideration on the significance of communication that is required in
the health and social care. This is required in the organisation for the effective transmission of
messages from one person to another. This also builds healthy relations among the people in the
HSC organisation. The report explains the various methods that have been used in the health and
social care setting for improving the communication and interpersonal skills among the people in
the organisation. The importance and effectiveness of numerous policies and legislation that has
been adopted in HSC for improving the communication have also been described. This help in
reducing the communication gap and lead to effective utilisation of skills. This also explains the
benefits of ICT software that are used in HSC for the improvement in the communication in the
organisation. To implement the ICT software, HSC needs to adopt the legislation and regulation
so that it can be applied in the HSC.

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