Communication in Health and Social Care

This assignment delves into the crucial role of effective communication within health and social care organizations. It examines different communication models used in these settings, highlighting their strengths and limitations. The document also analyzes the challenges faced by healthcare professionals when communicating with patients, families, and colleagues, emphasizing the need for clear, empathetic, and culturally sensitive interactions.

COMMUNICATION IN HEALTH
AND SOCIAL CARE
ORGANISATIONS

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Applying relevant theories of communication to health and social care contexts...........1
1.2 Uses of communication skills in health and social care context......................................2
1.3 What is inappropriate interpersonal communication and methods of dealing with
inappropriate interpersonal communication between individuals in health and social care
settings....................................................................................................................................3
1.4 Use of strategies to support users of health and social care services with specific
communication needs.............................................................................................................4
2.1 Analysis of communication process influenced by values and cultural factors...............5
2.2 The way legislation, charters and code of practice impact on communication process in
health and social care..............................................................................................................6
Legislation..............................................................................................................................6
Code of conduct......................................................................................................................7
Charter....................................................................................................................................7
2.3 Analysis of effectiveness about organisational systems and policies in promoting good
practice in communication.....................................................................................................7
2.4 Ways of improving the communication process in a health and social care setting........8
TASK 2............................................................................................................................................9
3.1 Use of standard ICT software packages to support work in health and social care.........9
3.2 Benefits of using ICT in health and social care for users of services, care workers and care
organisations.........................................................................................................................11
3.3 Analysing the way legal considerations in use of ICT impact on health and social care12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Communication means exchange of feelings, thoughts, values and beliefs via messages or
by interacting through facial expression. It holds high importance in healthcare and social system
as it helps in establishing and building personal relationships with patients, carer, communities
and families. If in any case interaction is not clear in between health supervisor and service user,
then it might affect the health and well-being of an individual. It may also lay impact on the
treatment quality and would result in hampering growth of people.
Effective communication program can help in fulfilling and satisfying the needs and
requirements of patients (Betancourt and et.al., 2016). Treatment can also be done through
positive gestures or facial expression used by doctors for understanding the wants of people.
These skills need to be developed in them. Essay will include relevant theories of
communication to health and social care context. It will also analyse the use of strategies to
support users of health and social care services with specific interaction needs.
TASK 1
1.1 Applying relevant theories of communication to health and social care contexts
In the context of health and social care, it is very important to have good communication
skills. This process is basically required to make service users aware about their treatment and
disease. Scenario shows that Joana who is a patient from Vietnam, has multiple needs and
hospital staff was unable to corporate with individuals requirement. This clearly states that there
service provider staff should have proper skills to adhere with people's want and its will also
support in creating better healthcare environment. There are various theories for making
communication effective which may include humanistic, behavioural, cognitive,
psychoanalytical and social approach.
Healthcare professionals who are responsible for treating Joana must make use of these
models to make diagnosis more efficient. It is a known fact that all patients have different
feelings, needs, wants, likings and preferences behavioural theory helps supervisors in knowing
and understanding these requirements (Hong, Siegel and Ferris, 2014). They need to create their
skills and interaction abilities according to nature and behaviour aspects of an individual, so that
they can get the best quality of cure. Joana is suffering from various health issues and diseases
which could disturb mental and physical condition of patient. Effective interaction of healthcare

providers with people can help them in getting over it. To improve efficiency of treatment
healthcare supervisor can use both facial and non-verbal mode of expression. It may include
positive face gestures, giving them knowledge about their disorder, showing empathy towards
them.
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Social theory can also be used by doctors or physicians to make communication healthy
between them. This model includes understanding the cultural and basic needs of individual. It
also suggests not discriminate service user on the basis of caste, colour, age, sex and economic
condition. Various healthcare professionals undertake these processes which helps in building
and creating relationship between them (Pulvirenti, McMillan and Lawn, 2014). It also improves
quality of treatment provided to patients. They become more satisfied and happy that further
affects their well-being.
1.2 Uses of communication skills in health and social care context
Interaction abilities are key in healthcare system because it supports organisational in
building relationship with colleagues, management, patients and their families.
Effective communication: Effective communication has helped company in improving
their quality of service and care, which also lay emphasis on mental and physical condition of
individual. Also, it has supported in dealing with patient's problem whether it is personal or
professional and aims at resolving it(Boulware and et.al., 2016. Communication may also be
useful in following context. Organisation has used communication skills to help in making
people feel safe and secure who are stuck in a vulnerable situation.
Ineffective communication: The ineffective communication in health and social care can
hamper the health outcome of patient. It is that interaction where the receiver does not
understand about what health-care professional is trying to communicate. This can create
misunderstandings and misconceptions between employers and employees.
Statement of Witness
Name:
Address:
Position: Health-care professional
14, November 2016
Hello,
I am the claimant of this statement and hereby confirm that all the information provided is
authentic and is being fully adhered at workplace. As we know effective communication has the
most importance in health-care system. Our staff members are involved in providing quality of
3

service and treatment to service users. All the approaches of interaction whether behavioural,
cognitive, social are properly adhered by our department. Health-care providers gives full
emotional and friendly support to patients in order to understand them better. They encourage
them to provide feedback related to their service which also helps them in knowing their
strength and weakness. We are involved in solving various problems of patients by creating a
friendly conversation with them (Olson and Bialocerkowski, 2014). To increase trust and
loyalty multi-disciplinary team follows all the rules and organisational policies as implemented
by us. Various positive gestures like nodding head, shaking hands, greeting patients is also
maintained by our staff members. Use of easy and simple terms are done by carers so that it can
be easy for patient to understand.
Yours sincerely
XYZ
1.3 What is inappropriate interpersonal communication and methods of dealing with
inappropriate interpersonal communication between individuals in health and social care
settings
Inappropriate interpersonal communication is all about where the health-care
professionals are unable to understand what the patient is trying to convey. The interaction is not
efficient and effective between them which can result in deteriorating the quality of service given
by nurses.
Joana has faced severe problem related to communication which was totally
inappropriate. Interaction can be made effective by removing barriers to abstraction. This can be
done through making changes in environment which includes hiring skilled and talented
multidisciplinary team. Workforce should provide support and help patient in recovering from
chronic diseases. Hospital should have proper and full facilitated infrastructure with proper lights
so that service user can also identify non-verbal form of interaction.
Healthcare professionals should be engaged in using easy terms which could be
understand by other person. Also, for making communication effective and productive, they
should speak slow and fluent. For example: Joana is suffering problem related to language
translation, so care should be provided in non-verbal way through gestures or facial expressions
so that they can understand patient's need and requirements. Carer should make sure that
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individual has proper knowledge and education about their disease. Evidence based best practice
rationale should also be used, to improve the healthcare conditions of patients.
Inappropriate method of communication by professionals to service users can hamper the
physical fitness of an individual (Valentine, Nembhard and Edmondson, 2015). To reduce, this
training and education should be provided to nurses, carers which can help in improving their
interacting abilities and skills. This can also help them in better recognising and understanding
requirements of patients. Developing interpersonal relationship with an individual can lay
emphasis on early recovery of them. They should also have a habit of listening actively to
patient's thoughts, needs or beliefs which can support in removing gaps between them. Personal
space should also be provided to individual, so that they do not feel pressurised. Body language
should also be kept positive by healthcare supervisors, as negative gestures like shouting,
beating, choking can lay a severe bad impact on mental condition of patient.
1.4 Use of strategies to support users of health and social care services with specific
communication needs
Effective communication between healthcare providers and patient can help in building
relationship of trust, care and honesty. This is equally beneficial for growth of both organisation
and individual. Service users have several expectations related to their treatment. They want their
carers to be supportive, empathic, compassionate, friendly, open minded and active listener.
These qualities of doctors can influence positive friendship between them. There are various
strategies that can be used to provide support to health and social care users:
Explanation of psychological concepts: Service providers should not use any hard term
in front of patients and if they are applying explanation have to be provided by them. These
factors or terms might be related to their conditions (Davis Boykins, 2014). Implementing simple
and easy words can help in making communication effective and productive.
Tailor communication to cultural context: Healthcare providers should make their staff
aware about the cultural necessities of patient. They should be engaged in providing services that
do not hurt their sentiments. No discrimination should be done by team members on basis of
culture, religion, age, gender
Feedback: Carers while delivering their services should always be open to feedback. It
would help them in analysing communication needs of patients. This will enhance the quality of
service and treatment provided to patients.
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Education: Training and education of multidisciplinary team is also an important aspect.
This will help in enhancing their skills and methods which would lay an impact on their
communication. Also, knowledge should also be given to patients about their disease. For
example Joana is suffering from obesity and high blood pressure which can be cured by proper
medications. Making patient understand the need of the best practices and medicine can help in
improving their health conditions. Using easy language and providing support in patient's
decision can help in educating them about their disorders.
Careful listening: Healthcare professionals should be a keen listener as it would help
them in developing problems related to individual (Chung, 2014). They must avoid jumping on
fast conclusions as it could affect their quality of treatment. Personal questions must also be
avoided as this could lay a negative impact on mind of patient. Views and opinion of service
users should be correctly understood.
2.1 Analysis of communication process influenced by values and cultural factors
Two elements which have huge impact on effectiveness of communication are culture
and values. They have the most importance in the field of healthcare service system. These
elements are guarded by factors such as age, colour, religion, sex, economic status, income and
education of an individual. Interaction with patients is also surrounded by factors like behaviour,
custom, beliefs and values.
For example: Joana is a service user who has various health needs and belongs to
Vietnam. So, healthcare providers that have a responsibility to treat an individual should
consider such elements into account which influence Vietnamese culture so that communication
between them becomes more productive (Communicating in Health and Social Care
Organisations Social Work Essay, 2016). They should also take care that no discrimination on
basis of culture and values is being done by staff members. Respect should be given by doctors
to all the attendees which can help in improving quality of their treatment. Emphasis should also
be laid that all are treated equally whether men or women.
One of the most important dimension in culture is gender. As, it is known that men and
women have different needs, style, behaviour and preferences. There must be a different style of
communication which is firmly based on sexuality. Barriers to interaction may vary in both the
sexes. Healthcare professionals must have knowledge about all these differences, so that they can
deal with patients more effectively and efficiently. Communication with people of old age should
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be done with more ethnicity and respect (Osborn and et.al., 2015). Approach should be different
when communicating with younger adults, supervisors must have a friendly attitude towards
them. Each country has a different mode of transmission that should be clearly understood by
treatment providers.
Cultural values also consist of managing and orienting time. Patients’ needs should be
made available on place and time whenever required. These wants should be properly adhered by
healthcare professionals. Also, it can help carers in utilising resources effectively and reduces
wastage of them. Attitude of a supervisor also have an impact on service user's health. Positive
values towards their patient can help them in recovering early. Personal space should also be
provided by doctors to tolerant, also they should keep in mind that no private questions are been
asked by them. As, this can develop a negative image in eye of service user. Also, they should
not indulge in any type of argument with patient. All there queries must be solve by healthcare
professionals patiently.
2.2 The way legislation, charters and code of practice impact on communication process in
health and social care
Culture and values have huge influence on communication process in reference to
healthcare system. In-spite, of this fact most people are engaged in activities which are against
code of conduct and basic legal laws.
Legislation
Legislation has certain expectations towards carers, nurses, doctors, they lay emphasis on equal
treatment of patients whether man, woman or transgender. No discrimination should be done on
basis of these factors. For instance government authorities such as those which provides equal
pay for equal work, no biased attitude on basis of sex, safe and secure place of work are some
laws which enhance professional practices in system.
These practices serve as a basis for behaviour in the area of health and social care.
Barriers to previous discussed elements may include inappropriate method of communication by
nurses, carers or doctors. For example Healthcare provider of Joana was unable to understand
need and requirement of patient and also had a negative attitude towards individual.
Discrimination was also done basis of gender (Atkinson and Atkinson, 2014). It is suggested that
organisation staff should not be engaged in these activities in order to improve their quality of
treatment.
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Code of conduct
Code of conduct also insists on healthcare professionals to be honest and are encouraged
to provide service user with appropriate information regarding their body condition. The data
protection act laid by authorities also focuses on that private and confidential information of
patient's should not be disclosed by them to anyone. Service users can imply loss of trust and
loyalty to health-care providers, if private or personal data has been leaked by them.
Certain rules and regulations are also made regarding anti-discrimination and imparting
equality among organisation (Betancourt and et.al., 2016). These laws make patient's feel safe,
secure and healthy. In order to secure data about patient's code of conduct has also made cyber
rules and policies. Like for instance use of internet and online services for carers and nurses are
often limit by characterized by code of ethics. Other technological aids can also be implied by
organisation to protect the rights of health-care providers, service users, social workers, carers,
dietician.
Charter
The charter helps in making the communication process more effective and efficient.
This may help physicians in knowing about thoughts, beliefs and customs of service user. It can
act as a support to health-care providers in imparting quality of service and treatment to
individuals. Practising these methods can create a relationship of friendship and trust between
doctors and sufferers. While treating patients, health-care providers should always keep their
voice low in order to make a positive impact. They must have a habit of speaking slow and
fluent, so that users can understand what other person is trying express.
2.3 Analysis of effectiveness about organisational systems and policies in promoting good
practice in communication
For making communication practices effective one factor which can be improved is
organisational systems and policies. These elements will help in reforming interaction activities
and can make it more meaningful and productive. Health and social care system should be
engaged in developing laws and policies which can foster better interaction. This can consists of
components relating to certification, data system and implementation of process and methods.
For example developing of innovative information model can exhibit productiveness in the
various task which are undertaken. In absence of these policies it would be severely difficult to
share relevant information to users which might be useful to them.
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Whistle blowing model can be used by an organisation to establish good communication
system between health-care professionals, patients, nurses, staff members This can indicate
manager about any wrong doing which is happening in environment (Capurro and et.al., 2014).
This policy provides a clear guideline to workforce regarding the correct way of behaving and
communicating. Following these practices can affect goodwill or reputation of staff members,
service providers, doctors Company should also be involved in developing rules related to racial
and sexual harassment. Every service user and provider have authority to live without fear and
threat. Any, wrong practice regarding it should not be comply by organisation and strict action
should be taken against it.
To improve communication practices organisation should impose such policies that
implies that patients, service providers, carers, nurses should be provided with safe and secure
working conditions. Accidents should be prevented on workplace and patients should be kept
away from hazardous conditions. Authorities should take care of diseases, injuries and disorders
of local people. These policies can help in outlining good and effective communication process.
It can also support in increasing goodwill in market. Positive interaction can also improve health
and well-being of an individual.
2.4 Ways of improving the communication process in a health and social care setting
Health-care providers and social workers should be fully engaged in improving their
ways to communicate and interact in order to achieve success. One of the method in which it can
be enhanced is through securing data and relevant information of users. Use of such ways can
help in increasing privacy and confidentiality which can provide support to multi-disciplinary
team in order to remove misunderstanding. This will encourage relationship of trust among
organisation, patient, doctors, nurses
Communication can also be improved by providing training on ongoing problems that
may include pain acknowledgement and significance of specific symptom on health and well-
being of individual (Communication in Health and Social Care Organisations, 2018). For
instance Joana has been referred to an organisation in which staff members have inappropriate
interacting abilities, which should be improved by supervisors. Interaction can also develop by
being honest. Providing authentic information which is accessible to people with impairment or
making sure that is easily accessible to a person on behalf of individual with disabilities. This
could make communication more effective and productive.
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All the information regarding to health, physical and mental condition of patient should
be provided in a manner which is easily understood by them. For improving communication
health-care providers should limit use of psychological and medical term. This would help them
in better recognising patient's needs and wants. Positive facial expression can also help in
improving interaction between service provider and user. Continuous eye contact with tolerant
can make them realise that carers are related to them physically and emotionally. This could
encourage patients in sharing their views, beliefs and thoughts regarding treatment to health-care
professionals. Including gestures like nodding, shaking head or face can also contribute in
improving communication.
TASK 2
3.1 Use of standard ICT software packages to support work in health and social care
The various elements related to health-care system would not be possible in the absence
of different software and applications. It may consists of components like spreadsheet,
presentation, internet, intranet or emails. Processing of word is important as it helps organisation
in creating, editing, altering documents which might be useful in care work of doctors, nurses,
psychiatrist Use of information and technology will not be recognised in these systems, if they
did not bring benefits to users (Martínez-Pérez, De La Torre-Díez and López-Coronado, 2015).
Electronic medication administration record: The health-care providers with use of
EMAR software are availing many advantages like safe and modern techniques which helps in
easy recovering of patients. It also helps them in maintaining their routines and accessing clients
easily and ghastly. This supports them in utilising time and resources effectively plus efficiently.
Also, allows them in limiting wastage of materials or products. Monitoring capability of staff
members also increases by the use of this software. These techniques help in fostering
communication between patient, supervisors, management, nurses, carers.
Microsoft excel software: This software is used to collate medication and prescriptions
for the patients. It includes use of word-processing to update patient’s data or care plan. This
makes work easier for the health-care professionals.
Statement of witness
Name:
Address:
10

Position- Health-care professional
14, November 2016
Hello,
I am the claimant of this statement and hereby adhered that all the information provided above
is true and authentic. Use of technology has made the work easier for people associated with
health-care system. It has given ease at in monitoring diagnosis procedure, making management
practices more effective, providing security to records and documentation. ICT software has
also helped service providers in improving quality of treatment by utilising resources more
efficiently. The internet has enhanced the communication between business and consumer
which has result in making more efficient delivery of service.
Yours sincerely
XYZ
11

Illustration 1: ICT Software
(Source: Communicating In Health and Social Care Organisations
Social Work Essay, 2016)
12

Illustration 2 : ICT software
(Source: Communication in Health and Social Care
Organisations, 2018)
3.2 Benefits of using ICT in health and social care for users of services, care workers and care
organisations
There are various benefits of using ICT software for the health-care users, carers, nurses
These techniques helps in effectively managing resources and time. Advancing technology and
software also allows users in getting treatment in more efficient manner. It also helps health-care
providers in keeping data related to patients secure and safe. Organisation should be involved in
providing full protection to information related to users. For example subject matter like age,
sex, income, disease should be kept private (Shaw and et.al., 2014). Following these activities
can increase trust of individuals towards doctors. This technique also improves satisfaction of
patient towards treatment provided to them. ICT software helps organisation in managing data
more productively which can also allow them in building more healthy relationship with service
users.
For instance by using these theories health-care supervisors can wish birthday to their
patients. It will lay a positive impact on mind of patients and will facilitate its recovery. Several
other advantages of ICT software are Ac-curating creating developmental plans.Building
relationship with service users their family, relatives and friends.Receiving complaints or
grievances easily through website of organisation. Preservation of social, cultural and financial
13

values. Enhanced autonomy. Easy resolution of disputes arising in workplace or between doctors
and patients. Empowerment of user’s strength and ability (Kizer and Jha, 2014). Encouraging
sending of messages between employees and service users.Keeping organisation status updated
and relevant. Increasing power to access rules, regulations and companies policy.Imparting
quality training to patients and staff members.
All these elements has helped organisation in context to health-care system in increasing
their efficiency and productivity. This has laid a positive impact on communication among
service providers and users.
3.3 Analysing the way legal considerations in use of ICT impact on health and social care
Security problems are always a risk in the use of ICT software. Company’s emails and
online documents contains much sensitive and confidential information which is assessed by any
outsider can make an organisation at risk of de-growth. The data protection act 1998 has been
developed to measure that appropriate security actions are taken to protect and safeguard private
information of system (Kim, Shin and Lee, 2015). Personal matter about individual such as
regarding disorder, age, sex , family background, economic condition should be kept private or
only transferred to those persons like relatives of patients, friends, supporters
The computer misuse act 1990 has also been laid by authorities to make rules for
safeguarding data against unauthentic access or alteration for some casual purpose. This theory
can help organisation in securing confidential data from unauthorised users which can harm
dignity and brand value of corporation. For example: Joana who is suffering from various acute
diseases, information related to patient should be kept secure by hospital department. To improve
more protection of data organisation should be involved in training staff members which would
indulge feeling of responsibility in them to secure subject matter. This will also help in
increasing trust and loyalty of patients or users.
CONCLUSION
This is to summarise that report includes relevant theory of communication such as
behavioural, cognitive and social approach which helps in making interaction between health-
care providers and users more effective and efficient. Further it consists of skills which is
necessary to improve quality of service delivered like use of appropriate techniques can help in
making people feel safe and secure who are stuck in a vulnerable situation. Report also shows
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strategies like careful listening, asking for feedback, education and training which can help
health-care professionals in knowing needs and demands of patient. It also helps in developing
relationship between them.
Study also shows influence of culture and values on communication process. Like it helps
in knowing religion, belief and thoughts of patients which helps in better understanding of them.
It also shows ways such as providing education to multi-disciplinary team which can improve
interaction process. Further report consists of advantages related to use of ICT software and
techniques. This theory helps in securing and safeguarding confidential data with the help of
internet and intranet. Many laws like data protection act and computer misuse law had also been
laid by authorities to protect information which might be useful for health-care system.
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REFERENCES
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Doctor-Patient Communication, Care interactions, health metrics, customer vendor
relationship management platforms, and personal health history in a GLOBAL
PERSONAL HEALTH RECORD TIMELINE integrated within an (ERP/EMRSE)
ENTERPRISE RESOURCE PLANNING ELECTRONIC MEDICAL RECORD
SOFTWARE ENVIRONMENT localized medical data ecosystem. U.S. Patent Application
13/676,939.
Betancourt, J.R. and et.al., 2016. Defining cultural competence: a practical framework for
addressing racial/ethnic disparities in health and health care. Public health reports.
Boulware, L.E. and et.al., 2016. Race and trust in the health care system. Public health reports.
Capurro, D. and et.al., 2014. The use of social networking sites for public health practice and
research: a systematic review. Journal of medical Internet research.16(3).
Chung, J.E., 2014. Social networking in online support groups for health: how online social
networking benefits patients. Journal of health communication.19(6). pp.639-659.
Davis Boykins, A., 2014. Core communication competencies in patient-centered care. ABNF
Journal. 25(2).
Hong, C.S., Siegel, A.L. and Ferris, T.G., 2014. Caring for high-need, high-cost patients: what
makes for a successful care management program. Issue Brief (Commonw Fund).19(9).
pp.1-19.
Kim, H., Shin, D.H. and Lee, D., 2015. A socio-technical analysis of software policy in Korea:
Towards a central role for building ICT ecosystems. Telecommunications Policy.39(11).
pp.944-956.
Kizer, K.W. and Jha, A.K., 2014. Restoring trust in VA health care. New England Journal of
Medicine.371(4). pp.295-297.
Martínez-Pérez, B., De La Torre-Díez, I. and López-Coronado, M., 2015. Privacy and security in
mobile health apps: a review and recommendations. Journal of medical systems.39(1).
p.181.
Olson, R. and Bialocerkowski, A., 2014. Interprofessional education in allied health: a
systematic review. Medical education.48(3).pp.236-246.
Osborn, R. and et.al., 2015. Primary care physicians in ten countries report challenges caring for
patients with complex health needs. Health Affairs.34(12). pp.2104-2112.
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Pulvirenti, M., McMillan, J. and Lawn, S., 2014. Empowerment, patient centred care and self‐
management. Health Expectations.17(3).pp.303-310.
Shaw, F.E. and et.al., 2014. The Patient Protection and Affordable Care Act: opportunities for
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Valentine, M.A., Nembhard, I.M. and Edmondson, A.C., 2015. Measuring teamwork in health
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Online
Communicating In Health And Social Care Organisations Social Work Essay. 2016. [ONLINE]
Available through: <https://www.ukessays.com/essays/social-work/communicating-in-
health-and-social-care-organisations-social-work-essay.php>.
Communication in Health and Social Care Organisations. 2018. [ONLINE] Available through:
<https://hncweb.com/unit-1-communication-hnchnd-health-and-social-care/>.
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