Effective Communication in Health and Social Care Organizations

The importance of maintaining proper communication in health and social care settings is highlighted in this case study. To develop a comprehensive system, it is crucial to have trained nurses and doctors who can take good care of patients. Additionally, effective communication between healthcare professionals, patients, and families is essential for delivering high-quality patient care. The study emphasizes the need for cultural competence and sensitivity when communicating with diverse patient populations. Furthermore, technology and innovative communication strategies can be leveraged to improve health outcomes and reduce disparities.

COMMUNICATION IN HSC

TABLE OF CONTENTS
INTRODUCTION......................................................................................................................1
TASK 1......................................................................................................................................1
1.2 Communication skills in health and social care context..................................................1
1.3 Methods of dealing with inappropriate interpersonal communication between
individuals in health and social care setting...........................................................................2
TASK 2 INDIVIDUAL PRESENTATION...............................................................................2
1.4 Various strategies to support service users with specific communication needs in health
and social care........................................................................................................................2
2.4 Suggest ways of improving the communication process in a health and social care
setting.....................................................................................................................................3
3.1 Use of Standard ICT Software Packages.........................................................................3
TASK 3 REPORT WRITING....................................................................................................4
1.1 Range of relevant communication theories to explain communication in healthcare.....4
2.1 How communication processes are influenced by individual values and culture............4
2.2 Impact of Legislation, Charters and Codes of Practice on the Communication Process. 5
2.3 Effectiveness of organizational systems and policies in promoting good practice in
communication.......................................................................................................................6
TASK 4 CASE STUDY 2..........................................................................................................6
3.3 Legal Consideration in Use of ICT..................................................................................7
3.2 Benefits of using ICT.......................................................................................................7
CONCLUSION..........................................................................................................................7
REFERENCES...........................................................................................................................9

INTRODUCTION
Communication plays the most important role in health and social care organization
as it helps in understanding the patient’s needs and wants. With the help of identifying proper
requirements of customers, health care professionals can provide proper treatment to their
patients (Betancourt, Green and Ananeh-Firempong, 2003). In this context, the present study
is being developed on the basis of communication in health and social care context. The focus
is on two cases in which one typical case is based on an Indian woman who is facing a big
barrier of communication as she is suffering from Depression. She is having various
problems and this report discuss about different ways through which communication within
health and social care setting can be improved.
Next part presents the case study of Jeff who has recently gained employment in a
secure private hospital for people with mental health disorders. At the time of induction
training, he is being trained for the proper legislation, policies and practices that he wants to
follow within hospital. Further, this report presents the benefit of using ICT in health and
social care setting for organisation, care workers as well as the users of services.
TASK 1
1.2 Communication skills in health and social care context
My personal role is of health and social care professional within health and social care
setting. Here, I have faced several communication barriers at the time of communicating with
my patients as well as team members (Folland, Goodman and Stano, 2007). I have found that
there were poor receptive communications at the time of dealing with service users. Due to
this, I have to face lots of problems. However, there are different communication skills which
can be used effectively such as:
Written:
As a health care professional, I am able to easily resolve the queries of patients who
cannot speak or having any type of speaking problem by explaining them through writing.
With the help of this, appropriate message can be sent and person can easily understand that.
In this concern, any image can be drawn that a person is trying to explain.
Verbal communication:
In this case, I may communicate or coordinate with any of my team member as well
as patients. But, at this time, it is quite essential to have appropriate listening skills so that
required treatment can be given to them (Kasila, Poskiparta and Villberg, 2006). At this time,
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it is essential to keep in concern the way to use certain words and phrases can be deemed in
an appropriate language and interpersonal skills.
Non-verbal communication:
It is one of the most effective ways in which I can use facial expressions and body
language to communicate with others. As a health care professional, it is quite essential to
understand the feelings of people and to provide them appropriate treatment as per their
requirements (Preston, 2004).
1.3 Methods of dealing with inappropriate interpersonal communication between individuals
in health and social care setting
Communication is considered as the most important part in order to provide
appropriate treatment to all the patients within organization. There are several individuals
who are not able to communicate properly. For this, it is quite essential to take several
measures through which they can deal with inappropriate interpersonal communication
between individuals. As a health care professional, I need to treat all different patients with
having different problems. Some of them are not able to speak properly while some of them
do not understand. In such situations, there are various methods to deal with it such like I
may coordinate by adopting different methods such as by talking with them in a language in
which they are comfortable (Fischer and et.al., 2005). For this, I may use any translator tool
so that required set of information can be remitted. In addition to this, using gestures and
different body languages are the major parts through which appropriate results can be
attained. However, most of the patients are not able to speak due to their mental and
emotional speak. At such case, I am required to give them emotional support so that he/she
would feel motivated and can discuss their problems easily (Clarke, Riley and Dougherty,
2004). Hence, these are some of the most common steps which can be engaged with a motive
to deal with the individuals who are not able to communicate by their own.
TASK 2 INDIVIDUAL PRESENTATION
1.4 Various strategies to support service users with specific communication needs in health
and social care
Within any health and social care there are various strategies that must be followed by
them to support the service users with their specific communication needs such as:
Beliefs: In order to make better communication with service user it is essential for
care firm should have idea about the belief of people. Everyone is having different
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acceptance and they must be treated accordingly (Beranek, 2006). Their different thinking
should not be hurt in any case.
Sex: In case of support service users with specific communication need men and
women’s must be treated differently. In case of not doing so it might create
misunderstandings (Garicano and Wu, 2012). Further, it is essential to communicate with
them differently and understand their specific needs.
Education: There should not be any type of discrimination due to the education of a
person. There are several people who are very educated while some of them are highly
uneducated and they do not have any knowledge about treatment. In such case, if a person is
uneducated he should be given more focus and provide them appropriate treatment. They
fairly communicate about all his treatment and their clauses (Guffey and Loewy, 2012). It is
the most effective way to provide appropriate treatment to all the uneducated people.
2.4 Suggest ways of improving the communication process in a health and social care setting
It is quite essential to maintain most effective communication process within any
health and social care setting. Here, some of the most reliable improvement methods for the
communication are to use ICT software packages. By using different ICT packages they can
easily overcome with the existing issues. E-mails are the most effective part of better
communication. In case of passing any type of information a formal e-mail can be sent. At a
single it can be sent to majority of people (Kurtz, Silverman and Platt, 2005). However, most
of the hospitals nowadays are using telephone and wireless phones for communication with
each other. In addition to this, it can be determine that there are many other techniques such
as spread sheets, database, and internet and image software which help in making effective
and clear communication.
3.1 Use of Standard ICT Software Packages
A secure private hospital can easily train all their newly joined employees by the way
of adopting better ICT software packages. For any of the new joining staff member in the
clinic they must prepare a power point presentation through. In this, whole information is
being added about the role and responsibilities of individuals as well as brief description
about the hospital. With the help of this presentation an individual can attain better
knowledge about his/her duties. In addition to this, it can be determine that Information
Communication Technology plays a most important role as it helps in giving appropriate
training to new joining staff members (Foster, 2010). They can present them video about their
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clinic and all about their working practices. In addition to this, MS word can be used for
describing the situation of patients and to add up any type of remark for future. A person who
has joined the organization can give the portal access of company under which he can get all
the knowledge and information regarding working practices of company (Kronenfeld, 2014).
TASK 3 REPORT WRITING
1.1 Range of relevant communication theories to explain communication in healthcare
There are various types of theories of communication within health and social care
setting. In this area, there are basically five types of theories i.e. cognitive, stage step theory,
psychoanalytical, behavioristic and humanistic. These are different theories through which
communication can be presented within health care organization. In this context, it can be
determined that patients who are suffering from serious disease are admitted in different
hospitals. These patients can be from any culture or background. Due to this, their languages
differ from each other and it causes a huge barrier and language gap.
As per the given case scenario, Ms G is facing communication barrier in the entire
staff. At this situation, a care worker requires to explain anything with their patients through
gestures. This is the way in which they can explain anything with facial expression whether it
can be hand or mouth. It helps in understanding that what the sender of message wants to say.
Further, it can be determined that care workers use different symbols to make appropriate
communication within their organization (Fanjiang, Grossman and Reid, 2005).
MS G is very fluent in Hindi language but cannot speak English fluently and due to
this, she is showing signs of unhappiness and lack of motivation. In this case, different health
care professionals that are taking care of her can use various images to explain her any type
of message. She is missing her family in India so she can be provided with all her pictures for
her mental relief and support (Moonie, 2000). Moreover, it can be determined that it is
somewhat the most effective way to understand any person as well as his/her problems.
2.1 How communication processes are influenced by individual values and culture
At the time of working within any health and social care organization it is very much
difficulty for their staff to treat all the patients with full dignity due to their change values and
culture. In this concern, it can be determine that it is quite essential for health and social care
organizations to develop appropriate strategies so that they can handle different values
patients effectively. There are different people among which all of them belongs to different
social classes have their own cultures and ethics. This ethics and cultures should not get hurt
as every person has their own thinking so they should be communicated well by maintaining
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their class (Edwards and et.al., 2012). In case of communicating through general language
such as English and Hindi appropriate communication can be made. In addition to this,
somewhere a patient belongs to a culture which follows different language and it is becoming
very difficult to understand such language. In order to help them and provide them
appropriate treatment an interpreter must be there. He can easily translate the language which
patients use. Further, the overall communication process is highly influenced by the different
values and culture. This needs to be managed by incorporating appropriate strategies.
2.2 Impact of Legislation, Charters and Codes of Practice on the Communication Process
The whole communication process within health and social care setting is highly
affected by several factors. In this concern, there are several legislations and cost of practices
that may impact the communication process such as Equality Act. It is the most effective act
that is developed by the government which provides appropriate information that requires
offering to different individuals irrespective to their age and ethnicity. It defines that all
patients should be treated equally. In addition to this, Health Records Act 1990 in UK stated
that the complete required information must be very clear. There should not be any type of
disparities and it must be properly understandable (Scott, Gazmararian and Baker, 2002).
However, various health and social care settings are provided with appropriate training and
development sessions to all their employees. Under this, they should be trained about proper
Care Quality Commission regulations 2009.
It is the best way to train and provide them appropriate information regarding better
communication process. As per the given case scenario, MS G is not able to speak English
fluently. Due to this, it is quite essential for health and social care professionals to
communicate with them properly. In addition to this, discrimination is another set of factors
which must be considered at the time of making communication. In this concern, it is quite
essential to not discriminate any individual as per his/her cast, nation, religion, culture.
However, there are several discrimination acts that are developed by government (Houwen,
2007). Any health and social care organization needs to maintain their customer’s
information confidential. It is the best way through which interest of any individual do not get
hampered and they can quickly make participation within any activity of health and social
care setting.
Further, at the time of taking any decision regarding patients treatment a verbal or a
written communication is mandatory. It supports the decisions of individuals and gives them
chance to communicate properly. By taking prior approval medical team can easily develop
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trust among their customers and enhance their market share as well. It can be stated from the
above discussion that due to the varied range of legislations and code of practices
communication gets affected (Rabiee, Sloper and Beresford, 2005).
2.3 Effectiveness of organizational systems and policies in promoting good practice in
communication
One of the most essential tasks for any organization is to develop better policies for
appropriate communication within their health and social care organization. Here, they can
develop their whole system by keeping 24/7 care workers who can keep monitoring of all
their patients. There must be a trained nurses and doctors who can take good care of patients.
An appropriate system must be developed in which proper communication can takes
place. Under this, appropriate services are required to make from which patients can offer
better information. There must by an interpreter who is having sound knowledge of different
languages. He can easily communicate with different patients and provide them better
treatment. It is considered as a most effective way through which communication can be
enhanced and effective results can be attained (Cummings, Long and Lewis, 2005).
According to the Equality Act and Human Right Act, it is essential to go through the
appropriate set of information to service users. Health care professionals are required to
provide their patients best information which develops a sense of belongingness among
patients and their family members.
As per the given scenario, the cited care home provides appropriate treatment to MS
G by properly communicating with them. In this regard, they are carrying out a general
scenario, where telephones as well as computer systems are installed. It is the most effective
way which boosts the communication process. Hence, it can be stated that there are various
practices which helps in boosting good practice of communication (Moss, 2012). All the
policies must be followed by health care firms such as no discrimination, confidentiality,
prior approval etc. These are some of the most effective ways by which H&S can gain trust
level of their patients and maintain better communication with them.
TASK 4 CASE STUDY 2
This task is based on the case study of Jeff who works as a health care assistant and
recently gained employment in secure private hospital. The main position of Jeff is to treat
with mental and health disordered people. At the time of joining appropriate training has been
given to Jeff about the legislation, policies and practices that he needs to follow when
working in the hospital. Further, this section is based on the scenario of Jeff such as:
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3.3 Legal Consideration in Use of ICT
There are different legal considerations followed by the secure private hospital where
Jeff works. It is very mush important for Jeff to adhere to all the legal formalities and policies
of hospital. It develops a sense of belongingness towards his duty and raises the level of self-
confidence. It comes under the major legal consideration of any hospital to do not reveal or
disclose the information of their patients to any third party person. Due to this policy, same is
needed to follow by Jeff. When his service user friend called him and asked about the
personal information, private details of medication and progress of treatment of service user
the must take prior approval from higher authorities. As per his legal duty he does not share
any of his patient’s personal information to anyone as he has recently joined and new in the
hospital he must discuss with his super authorities (Kronenfeld, 2014).
In case of doing it without permission Jeff can be sentenced to penalty due to his act of
offering information. It serves under the law of Data Protection Act. Further, adhering to
rules is one of the most essential tasks for any medical practitioner. Due to this, he may ask
for reason why he wants such information etc. In addition to this, it can be define that there
are different implications of using Information Communication Technology within health
care. It includes high range of confidentiality as well as up to date data and security at the
time of using this system. In case of breaking this rule there is a cancellation of the medical
practising certificate and penalty can be charged against this act (Foster, 2010). Hence, it can
be stated that legal consideration in the use of ICT is more important for Jeff to follow.
3.2 Benefits of using ICT
There are some benefits of ICT within health and social care such as they can offer better
and quality services to their customers by the way of maintaining proper communication with
them. In addition to this, better decision making, better accountability as well as better storing
of data are some of the most common benefits. In addition to this, health and social care
setting can easily come up with the effective storing of data which can be used for future
references (Clarke, Riley and Dougherty, 2004).
CONCLUSION
From the above study it has been articulated that maintaining appropriate
communication within any health and social care setting is one of their most crucial tasks. It
supports in offering quality services to their customers and maintaining better relationship
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with them. Further, it has been identified that by using ICT techniques these organizations are
able to communicate properly and providing effective treatment to their patients.
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Rabiee, P., Sloper, P. and Beresford, B., 2005. Desired outcomes for children and young
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Online
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within the context of infection prevention and control. [Pdf]. Available through:
<https://www1.imperial.ac.uk/resources/E2909E9F-90E0-423D-9824-
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