Integrating Health & Social Care Services

This assignment involves reviewing research literature to identify factors that promote and hinder joint and integrated working between health and social care services. Additionally, it explores how patient experience data can be used to improve care, the role of eHealth in enhancing health and social care provision, strategies older people use to obtain information about community-based health and social care services, communication skills in health and social care, and measuring teamwork in healthcare settings.

Communicating in Health & Social Care
Organisations A54069

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Q1. Explain communication skills in health and social care sector. ..........................................1
Q2. Methods of dealing with in appropriate communication between individuals in health and
social care....................................................................................................................................2
D1................................................................................................................................................2
D2 ...............................................................................................................................................2
TASK 2 ...........................................................................................................................................3
Q3. Strategies to support service users with specific communication skills. .............................3
Q4. Various factors influence the communication process in HSC. ..........................................3
M3...............................................................................................................................................4
TASK 3............................................................................................................................................4
Q5 Apply a range of relevant communication theories to explain communication in HSC. .....4
Q6 How communication influenced by individual values and cultural factors. ........................5
Q7 How legislations, charters and code of practice impact on communication process in
health and social sector. .............................................................................................................5
Q8 Analysing the effectiveness of organisational systems and policies in promoting good
practise in communication..........................................................................................................6
M2 ..............................................................................................................................................7
TASK 4............................................................................................................................................7
Q9 Analysing legal consideration in the use of ICT can impact on health and social care........7
Q10 Analysing the benefits of using ICT in HSC service users, care taker and organisation....8
D3................................................................................................................................................8
CONCLUSION................................................................................................................................9

INTRODUCTION
Communication is the ability to express information to another. In this process, individual
pass the information and data from one place to another. Communication in health care sector is
very much important to convey the issues and problems to the next person. This present report is
based on communication in health care sector. This will consider Health and Social Care (HSC)
organisation which is a social and health care organisation. It provides social as well as health
care services to needed persons. Further, this assignment covers the communication skills to
enhance the social care and importance of Information Communication Technology (ICT). It
also covers the methods through which service user can adopt and try to overcome from his
problems.
In addition, it will discuss about the communication process in health care sector. Moreover, how
communication theory effects the performance of service users and how it influenced by
individual values and cultural factors. Along with that legislations and different code of conduct
impact on communication processes also it encourages those activities in health care sector. At
last, it will discuss the benefits of implementing ICT in HSC for service users.
TASK 1
Q1. Explain communication skills in health and social care sector.
Communication skills are the
very much essential to express
their own feelings. There are
many ways through which
individual can convey his/her
thoughts and points in front of
other person (Andreassen,
Kjekshus and Tjora, 2015).
The ways of communication
are verbal, non-verbal, writing
and listening. Verbal
communication means when
individual using their
communication skills through
In non-verbal communication,
service provider needs to use
facial expressions, hand
gestures, physical appearance
and body posture. Along with
that, service providers also
take help of symbols, picture
cards and writing pads. The
best method of good listening
is letting the clients talk in
their own pace and give some
time to express themselves.
Effective communication skills
help in social and health care
Apart from that to promote
social health services,
communication can help in the
form advertisements, print and
other channels. The use of
media to promote health and
social campaign is very much
effective what is good and
what is bad (Batterham and
et.al, 2016).
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phones and when talking face
to face with the person. In
verbal communication, person
needs to consider tone of
voice, pitch and talk on the
same level.
It makes good impression in
front of receiver. This type of
communication helps in
listening the client’s needs and
wants. Non-verbal
communication is used at the
time client is having any
difficulty of hearing, deaf and
mute.
sector to understand the actual
issue of service users
(Batterham and et.al, 2016). It
also assists in making and
effective professions. It helps
in enhancing the growth and
development. Effective
communication is very much
required in health and social
sectors as well as every sector.
It is the process to convey the
information to other people.
Communication can also bring
new trends and innovative
ideas to enhance the
perception so that it also helps
to promote campaign which
explains the health care
services.
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Q2. Methods of dealing with in appropriate communication between individuals in health and
social care.
To get good benefits of
communication practices.
Health and social sector
workers can also get help to
appropriate communication
practises. Communication also
helps to improve the
efficiency level helps to
minimize misunderstanding.
To make effective
communication, individual
should use limited jargon as it
may lead to inappropriate
communication. Inappropriate
also gives lack of satisfaction
from the service users.
Another issue of inappropriate
communication factor which
may increase
misunderstanding and issues
between the service users is
privacy. Patient is the private
individual organisation have
no right to share his
information to anyone else
without his permission. It is a
breach of contract and in that
case, service user can sue the
organisation. Due to lack of
D1.
To make
communication impressive and
attractive, service provider
must adopt communication
skills, through which they gain
the trust and faith of service
users. To improve effective
communication, medical
workers should adopt some
more communication skills.
These include polite
behaviour, properly listening
the issues of service users,
always helps them to full fill
their small requirements
(Coulter and et.al, 2014). D2
HSC helps individual
to fulfil their medical needs. It
explains the role of effective
communication which helps
organisation to understand the
basic needs and wants of
service users. Due to having
the issues of inappropriate
communication, patient may
be facing the issues of
misunderstandings etc.
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trust between the patients to
the medical worker can also
be the reason of inappropriate
communication. Another point
is due to having lack of
information can be the another
reason of inappropriate
communication (Cameron and
et.al, 2014).
TASK 2
Q3. Strategies to support service users with specific communication skills.
There are various types of communication styles and strategies to make communication
more impressive such as body language, sign language, verbal, lip reading, verbal
communication and written words etc. due to having complex communication issues service user
can develop communication issues (De Raeve and et.al, 2017). Sometimes, service user having
the issues of communication they cannot understand the things in that case services provider
have responsibility to understand his feelings and problems. For that, they need to adopt some
communication strategies to overcome from the issues. Selective mutism is the kind of disease
where patient is able to communicate but only at some points. For that, service provider needs to
handle patient in very effective ways. Deaf blindness is the another issue in medical filed where
patient cannot listen as well as speak, patient cannot communicate with normal ways. For that,
service provider needs to motivate them and try to maintain the trust and faith between them. On
the other side, rehabilitation is another issue in health care sector and this stroke causes mental
and physical issues. At this point, it is very difficult for the patient to convey his/her issues with
anyone. For that, service provider needs to pay attention to the patient’s behaviour and give them
support so that they will communicate easily. Makaton language is very much useful to
communicate complex issues. Such as gestures, pictures, symbols which is alike with British
language (Fernández and et.al, 2017).
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As per the case of Paul Jacobs, he suffers from Dementia and severe Depression. Due to
having serious issue they cannot feel happy and satisfied with their life. He has the problem of
that they cannot speak English language properly. As a service provider. It is the responsibility
of the organisation to take care of Paul Jacobs and give them best techniques and treatment.
Q4. Various factors influence the communication process in HSC.
There are two factors which is highly influential factor in the communication process that
is values and cultures. This factor influenced by individual age, caste, race, gender, educational
and economic status. Culture which defines the individual background and surroundings that
includes costumes, religions, values, behaviour and communication. It is the most important
factor to be considered. Individual belongs from different environment due to which issue arise
in terms of languages and communication process (Glasby and Dickinson, 2014). Every
individual have different approach to communicating. Professional of HSC must adopt different
communication channels to understand the issue of patient so that they can give some better
treatment and suggestions. It involves many different culture environment for that service
provider needs to adopt effective communication so that it create some better solution. Cultural
values are the factors which influenced communication process very much. It may affects the
genders of individual for that professionals need to know how to tackle with the each patients
with different attractive approach. On the other side service provider also need to be a good
listener so that they understand patient in more effective way (Gradinger and et.al, 2015). In
more effective ways. On the other side educated and uneducated factors also influence the
communication process. Some times uneducated clients may not explain itself properly
comparatively educated people.
Ways to improving the communication process with Paul Jacobs is service provider
needs to understand their feelings in written form or through facial expressions along with that
they also adopt some creative activities through which they provide happy feelings to Paul
Jacobs.
M3
Effective solution of better communication process us very much essential and effective
to resolve the issues of patients. Like professional needs to adopt some effective strategies and
methods to deal with the services users. So that they can understand them better. It helps HSC to
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understand the issues of patients. Like for deaf and dam patients, service provider can take help
of symbols and different body gestures to understand them better (Grajales and et.al, 2014).
TASK 3
Q5 Apply a range of relevant communication theories to explain communication in HSC.
Effective communication is the two way process in which includes sender and receiver.
In which listener tries to understand the individual view point of speaker. Good communication
process can give fully satisfaction. In HSC sector communication is very much essential and
important between the patient and the staff. To make communication process effective and
healthy, there are different theories of communication which helps to give good outputs. It helps
to maintain the good relations with the patients and professional. For that HSC sector can apply
the theory of Maslow's which is essential in HSC sector (Haluza and Jungwirth, 2014).
Humanistic Theory: This theory explains the importance of humans needs care, love which is
very needy for human beings. It applies at the situation of self esteem, dignity, honour is
involved. In HSC sector individual needs to give training taking care for an individual in
humanistic way.
Cognitive Theory: this theory is very important for an individual this is related to the brain and
intelligence of an individual. In language, sign language, verbal, lip reading, verbal
communication and written words etc. due to having complex communication issues service user
can develop communication issues (Mc Grath, Clancy and Kenny, 2016). Sometimes, service
user having the issues of communication they cannot understand the things in that case services
provider have responsibility to understand his feelings and problems. For that, they need to adopt
some communication strategies to overcome from the issues. Selective mutism is the kind of
disease where patient is able to communicate but only at some points. For that, service provider
needs to handle patient in very effective ways (Moss, 2017). Deaf blindness is the another issue
in medical filed where patient cannot listen as well as speak, patient cannot communicate with
normal ways. Fthis theory it defines that information has includes coding, encoding, processing
regarding information.
Behavioural Theory: In this theory it explains the importance of human behaviour HSC should
adopt this theory thriugh which they can understand the different behaviours of human beings.
6

HSC must need to understand the issues of service users and try to give them the best solutions
regarding its health issues. It helps ton maintain the good relationship with the organisations. It
also helps to give proper satisfaction with the services of organisations.
Psychoanalytic theory: this theory is regarding with stress, emotions and the type of behaviours
of every individual is depended. It is the responsibility of employees to give proper source of
communication to their clients. It is important to understand the individual needs and wants
towards its target (Steinberg, 2017).
Communication theory is totally favourable regarding effective output. In Health and
social sectors it is necessary for the organisation to adopt those techniques and strategies through
which they can understand the feelings of patients. Communication is the process which explains
the individual; nature and issues, Which effects the environment
Q6 How communication influenced by individual values and cultural factors.
There are two factors which is highly influential factor in the communication process that
is values and cultures. This factor influenced by individual age, caste, race, gender, educational
and economic status. Culture which defines the individual background and surroundings that
includes costumes, religions, values, behaviour and communication. It is the most important
factor to be considered. Individual belongs from different environment due to which issue arise
in terms of languages and communication process. Every individual have different approach to
communicating. Professional of HSC must adopt different communication channels to
understand the issue of patient so that they can give some better treatment and suggestions. It
involves many different culture environment for that service provider needs to adopt effective
communication so that it create some better solution (Valentine, Nembhard and Edmondson,
2015). Cultural values are the factors which influenced communication process very much. It
may affects the genders of individual for that professionals need to know how to tackle with the
each patients with different attractive approach. On the other side service provider also need to
be a good listener so that they understand patient in more effective way. In more effective ways.
On the other side educated and uneducated factors also influence the communication process.
Some times uneducated clients may not explain itself properly comparatively educated people.
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Q7 How legislations, charters and code of practice impact on communication process in health
and social sector.
Legal regulations and code of conduct is very important for the organisation to be
followed. Before adopting any devices and function, it is necessary to examine the whole process
of patient. HSC needs to adopt all related rules and regulations. It helps organisation to run their
practises smoothly (Coulter and et.al, 2014). Noble practice in HC communication can be
complete through various factors. It is necessary for the health organisation to adopt effective
protective methods to secure the information of their patients. HSC information should be
protected from threats of intelligence theft to TP. It helps to maintain the safe and secure
environment which helps organisation to have smooth functioning. Health care organisation
should taking into account fur principles. That is regarding non Malfeasance, Beneficence,
autonomy and justice etc. Principles of autonomy ensures the privacy of individual information
and also ensures that every individual patient having equal treatment from HSC organisations.
Second ethical consideration activity is related to analyse the positive and negative impacts ODF
technology should be determined. Third ethical consideration suggest adopting effective and
attractive technology. This will help to analyse the actual situation of patient. Overall it makes
healthy and safe environment.
Moreover, on the basis of current situation law is very much serious and strict about the
equality of individuals (Andreassen, Kjekshus and Tjora, 2015). Existing law of health and social
care is highly based on human equality, which explains that organisations should not treat patient
on the basis of discrimination. Like there must be fair practises with employees in terms of
salary, wages, equal fair practises. On the basis of Data protection act 1948 it is the effective
legislation to demonstrate good communication practise in the sector of HSC. In this act
information must be confidential and should be used on the basis of requirement as per the
direction of laws. Otherwise, this may increase the unsafe and insecure environment in between
service users. This all given laws are very helpful to maintain proper communication practice in
health and social care (Coulter and et.al, 2014).
Q8 Analysing the effectiveness of organisational systems and policies in promoting good
practise in communication.
All related factors which makes communication practise effective and efficient helps to
make environment positive in the organisations. Organisational system is also a very important
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point which influence effective communication practises. It makes environment positive and
motivated. These systems and policies will help to shape effective communication activities.
Health and social care sector needs to adopt productive policies and systems to enhance
communication practises. By the development of various technologies and advancement which
can enhance communication. Such as Whistle Blowing Policy- this has been written to follow
the act of Public interest disclosure act 1998. This act is made for employees that is “Blow the
Whistle” in case of any wrong doings (Grajales and et.al, 2014). This law helps to provide
guidelines to all members of organisation to follow the correct procedure and inform to higher
authority in case of any malpractices. This may increase the effective communication in
between the employees. Bullying In the workplace. This act defines that everyone has same
rights to work. This defines that environment should be free from wrong activities, harassment or
intimidation. Through this organisation systems and policies staff feels satisfied and feel
powerful. It makes environment safe and secure. Another organisation system of Prevention of
Accidents. All the organisation environment and equipments are safe and secure in working
place. This may increase the protection of the health and safety swell as service users and staff.
Organisation needs to adopt safe and secure environment to secure the shape of communication.
Policy on Racial Harassment, it is the another policy of Health and social care
organisations. It is the right of service user as well as the staff members to live life without the
threat of racial harassment, discrimination or abuse. Protection from harassment act 1997. Any
issue facing by the individual in relates of ethnic, colour, race. Individual has right to take action
against those activities (Ventola, 2014).
M2
These all laws and code of conduct which is mentioned above is meant for the protection
of members and service users in HSC. This helps to maintain the proper communication practise
in health care sectors (Moss, 2017).
TASK 4
Q9 Analysing legal consideration in the use of ICT can impact on health and social care.
A per the case of Jones they must perform following legal considerations. Human right
codes should not be unbiased. Recruitment and selection must be according to the individual
talent and their work experiences rather than any discrimination. Irrespective individual age,
caste, religion, native place or any physically challenges. As per the data protective act 2001 and
9

data protection act 2008 these act defines controlling and handling the personal information of
the clients. It plays a very important role to protect the interest of employees in the organisations.
It helps to protect the data protection principles. The data must be ethical, religious, opinions.
Sexual healthy and criminal records (Batterham and et.al, 2016). According to the health and
safety act 2008 Jones cannot share the personal information of the patient to anyone else.
Information technology is the most effective and productive advanced technique. No one can
avoid and neglect the laws to pass the information to another. Like medical records, treatment
history, and any other information. Record keeping is the most effective information which is
needed to be secure from external person. As a new appoint in the organisation Jones needs to
follow all laws and legislation. Furthermore, there is another important legislation which is
required to be followed to use information technology personal files act 1987 this act considered
the personal information especially those data which is related to social services. Another
important legislation act which secures the data which is done by manually. It is very important
for the organisation to secure the all necessary data of the organisations. These laws and
regulations helps Jones to work more properly. Experienced service provider is more productive
and talented to provide better treatment. They also know very well that how to deal with the
patients. It also helps to maintain proper communication practises with the patients and give
them the best treatment (Grajales and et.al, 2014).
Q10 Analysing the benefits of using ICT in heal;th and social care organisation.
This technology helps in health and social care sector to prevent from uncertainties. It
also helps to check the routine check-up of the patient. It also helps to maintain the systematic
process of communication. This new technique and advanced technology expand the
performance level and also provides flexibility in working. There are some positive impacts of
service provider (Valentine, Nembhard and Edmondson, 2015).
Positive impacts of service providers
It is very much cost and time effective technique which helps service provider to take
action quickly. On the other side this technology also helps to maintain the proper daily records
of patient. It gives fully satisfaction and help to check the regular position of service users. It also
encourages the health and safety environment for care takers and the patients as well. This ICT
technique also helps to build the trust between service providers and care takers.
Positive benefits of Service users:
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It provides effective service alternatives and care and independence power to the service
user. This services expand the scope of health quality which is very much important for the
organisation as well as service users. It also minimizes the liability of service providers. It
measures the actual issue and problem of service users (Moss, 2017).
D3
HSC organisation should adopt creative and innovative methods to full fill the needs of
service users. It makes long term relation and creates special bond between patient and doctors.
It also helps HSC to resolve the issues of patients and give them satisfactory treatment
(Steinberg, 2017).
CONCLUSION
From the above discussion, it can be concluded that communication skills is very much
effective and productive in health and social care sector. Further, it discussed that in the health
care organisation service provider must have the knowledge of proper communication skills
through which organisation can manage their work in more effective manner. It also concluded
that there are different ways of communication which is required in the organisation to
understand the issues of patient. Apart from that, it can be concluded that, information
communication technology plays a very important role to manage the all records and information
of patients as well as organisation. Along with that, Jones case was discussed that there are many
laws and regulations which is necessary to adapt to maintain safe and secure environment, along
with that there are many benefits of ICT which is helpful for service users and service providers.
Along with that Health and social care organisation needs to adopt some more techniques and
secure environment to build the trust of patients. Along with that there many strategies and
techniques has to be developed in order to full fill the requirements Of the people. Government
should need to adopt some more regulations and legislation to overcome from the issues of
health and safety. Along with that HSC organisation also needs to some training and
development programmes in order to enhance the productivity level of employees or staff sop
that they can understand service users more effectively. There are many verbal and non verbal
techniques used by the HSC organisation to understand the requirement of patient. For that staff
needs to have rigorous training to use them efficiently.
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REFERENCES
Books and Journals
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study of ICT innovation in health care. Social Science & Medicine. 132. pp.62-69.
Batterham, R. W., et.al, 2016. Health literacy: applying current concepts to improve health
services and reduce health inequalities. Public Health. 132. pp.3-12.
Cameron, A., et.al, 2014. Factors that promote and hinder joint and integrated working
between health and social care services: a review of research literature. Health & social care in
the community. 22(3). pp.225-233.
Coulter, A., et.al, 2014. Collecting data on patient experience is not enough: they must be
used to improve care. BMJ: British Medical Journal. 348.
De Raeve, P., et.al, 2017. Enhancing the provision of health and social care in Europe
through eHealth. International nursing review. 64(1). pp.33-41.
Fernández, Ò.S., et.al, 2017. Shared Medical Record, Personal Health Folder and Health
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Haluza, D. and Jungwirth, D., 2014. ICT and the future of health care: Aspects of doctor-
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Mc Grath, M., Clancy, K. and Kenny, A., 2016. An exploration of strategies used by older
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Moss, B., 2017. Communication skills in health and social care. Sage.
Steinberg, P. I., 2017. Book Review.
Valentine, M. A., Nembhard, I. M. and Edmondson, A. C., 2015. Measuring teamwork in
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Ventola, C. L., 2014. Social media and health care professionals: benefits, risks, and best
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