ICT and Health Communication

This assignment examines the impact of Information and Communication Technology (ICT) on healthcare communication. It analyzes various facets of ICT application in healthcare, including electronic health records, telehealth, patient portals, and social media. The document delves into the benefits and challenges of using ICT for effective health information sharing, risk communication, and promoting shared decision-making between patients and healthcare professionals. Furthermore, it considers ethical implications and future trends in ICT-driven health communication.

Communication in HSC

Table of Contents
TASK 1.................................................................................................................................................4
Introduction..........................................................................................................................................4
1.1 Communication theories............................................................................................................4
1.2 Use of Communication Skills....................................................................................................5
1.3 Methods for dealing with the inappropriate interpersonal communication between the
individuals........................................................................................................................................6
1.4 Strategies to support users of HSC with specific communication needs. .................................7
Conclusion............................................................................................................................................7
TASK 2 ................................................................................................................................................8
INTRODUCTION................................................................................................................................8
2.1 Influence of values and cultural factors over the communication process. ..............................8
2.2 Impact of legislation, charter and code of practice on communication process. ......................9
2.3 Effectiveness of organisational system and policies in communication....................................9
2.4 Ways of improving communication process. ..........................................................................10
Conclusion..........................................................................................................................................10
TASK 3 ..............................................................................................................................................11
INTRODUCTION..............................................................................................................................11
3.1 Assessment of standard ICT software packages......................................................................11
3.2 Benefits of ICT ........................................................................................................................11
3.3 Legal considerations in use of ICT .........................................................................................12
CONCLUSION .................................................................................................................................12
References..........................................................................................................................................13

Illustration Index

TASK 1
INTRODUCTION
Communication refers to the transfer of information from sender to the receiver. It helps in treating
and handling patients effectively and properly in the health and social care organisations(HSC).
Both verbal and non verbal communication skills are essential for the health care professionals in
developing good relations with their patients (Allison, 2015). This task includes relevant
communication theories, skills, methods and strategies.
1.1 Communication theories
As per the given case study, Anna faces stroke but health care professional does not check her
properly and accused her for being drunk. There was lack of communication between the doctor and
Anna's husband which results to wrong analysis. This make both Anna and her husband dissatisfied.
According to the case, hospital needs to implement some communication theories for improving the
communication skills of its staff members. The reason why is because of the lack of consultation
and commitment of getting to the point of the illness rather than just assuming that Anna was
physically drunk and wasting hospitals valuable time which her situation was passed by the doctor
without out an assessment of her situation which she was dealing and come upon Anna.
Where at the hospital’s accident and emergency room A&E Anna wasn’t being delt with well
because due to her serious issue a horrific experience occurred by her face dropping on one side
with also a failure of the bladder causing her to lose control of that area of her body butnomedical
staff assistance came to duty to assist. The humanistic characters isn’t put in place for the case of
Yvonne, due to the carer’s did not put themselves in Yvonne’s shoes by not showing any signs of
humanistic of Yvonne’s behaviour. Due to the actions of the carer they should have shown some sort
of remorse for Yvonne by giving her a chance to explain also for the carers to listen to carry out
their professional duties.
So therefore the level of problems in the analysis of the communication shows that a great amount
of effectiveness problems for insistence in conversation the verbal communication was
misunderstood by the receiver due to distraction which were experienced at the time of Yvonne.
When the carers came to assist Yvonne they did not come to help her for her needs because the
carers were not listening and ignoring her requests to her needs of visiting the toilet which she

Yvonne was waiting for more than 1 hour to be cared for. So in the case of the carer, they didn’t
apply any of Shannon Weaver theories because Yvonne was calling them for help which the nurses
were not responding to Yvonne. Yvonne was trying to communicate in Shannon Weaver model of
communication theory (Sender, Encoder, channel, Decoder and Receiver) but they refused to listen
to her. (Weaver, Shannon)
These theories are as follows.
Tuckman's Stages of Group Interaction: Hospital can implement this theory for improving its
communication process among the health care professionals. This theory includes 4 steps which are
forming, storming, norming and performing. By using all these steps at the time of team formation,
HSC will able to develop communication skills among the team members. It will also help in
enhancing the relations between the members which will improve communication among them. All
these factors will help in cooperation and coordination among the team members which will help in
reducing waiting time of the clients (Broadbent, 2013).
SOLER: It is also called as Egan communication theory. As per this theory, doctors and staff
members need to follow 5 steps for improving their communication. These steps are S: Sit properly,
O: Openness, L: Lean, E: Eye contact and R: Relaxation. By following these steps, doctors of the
hospital can improve their communication with the clients and can give proper attention to them
(Soler Theory, 2016).
Recommendations:
In the given case, doctors and nurses need to follow the below explained recommendations for
improving their communication\
Doctors need to listen properly the issue of the client before reaching to any results.
They should use some polite words while diagnosing the patient for making them feel comfortable.
Nurses need to provide proper and quality services to the service users (Joekes, 2015).
1.2 Use of Communication Skills
Accoording to the given case, doctor of the hospital does not posses any communication skills as
he does not pay proper attention to the problem of the Anna and declared her drunk. Use of
communication skills is as follows.
Active Listening: In the given case, doctor does not listen to the problem of the Anna which results
to wrong analysis. It is important to actively listen to the problems faced by the patient due to the

disease or disorder so that, health-care professional can provide proper treatment to them. In the
video, service users are shouting for the assistance but care workers are ignoring it. This shows that
they do not want to listen their patient which lowers the image of elderly home. It is important to
have listening skills for providing quality services to the clients (Légaré and et.al., 2012).
Verbal Communication: According to the case, doctor does not ask any question regarding the
issue, medical history, to the Anna and does not clarify her problem which shows that there is lack
of verbal communication. It is important for the doctors to ask questions regarding the problem of
the patients, clarify, reflect and summarize it properly so that service user can also understand
his/her problem. As per the video, there are care workers are abusing, shouting, their patients which
is not a correct way for handling them (Levie, 2010).
As a trainee in the HSC, I used verbal and non verbal communication skills in dealing with the
patients properly. I ask them questions politely and with respect so that they can tell me what
exactly they are feeling. Along with this, I use non verbal skills while dealing with deaf service
users so that I can communicate them my message and can understand their problem. On the other
hand, I actively listen them for proper understanding their diseases so that I can guide them
properly.
1.3 Methods for dealing with the inappropriate interpersonal communication between the
individuals
As per the given case, doctor of the hospital does not treat Anna properly and also does not ask any
question to her husband regarding the situation. On the other hand, Anna and her husband awaited
for four hours in the Accident and Emergency (A&E)department of the hospital, which results to
make Anna's condition worse. The case study shows that hospital have improper interpersonal
communication skills such as threat, abuse, ignorance, inappropriate use of language, etc. It results
to demotivate and dissatisfy the clients. They also feel ignored and neglected which decreases their
hope of recovery. For implementing appropriate interpersonal communication skills following
methods are need to be implemented by the HSC.
Reactive Methods: Hospital can implement methods for changing the body language, personality,
presentation skills, of the doctors. Along with it, HSC needs to improve its working environment so
that patients can be treated at time and with proper attention and care. There should also proper
cooperation and coordination among the staff members, care workers, health care professionals, of
the social care organisation. It will help in better communication of information which will decrease
the problem related to the delay. On the other hand, doctors also need to diffuse their aggression so
that they can handle their clients properly with patience (Waugh and Grant, 2014).

Pre-emptive methods: In this, HSC needs to conduct training for developing proper interpersonal
skills among the care workers. Before this, hospital needs to identify the needs of the health care
professionals so that social care firm can conduct training accordingly. This will help in developing
the communication skills, body language, presentation skills, of the doctors. For example, in the
video care worker shows the mistreatment and abuses by slaping the patient suffering from the
dementia. Staff of the elder care home needs to provide proper training so that they can deal with
their service users with care and love. On the other hand, hospital need to promote rights of the
patient and doctors so that they can take use of their rights. It will also feel them satisfied (Elsevier
Health Sciences.Rath, 2015).
1.4 Strategies to support users of HSC with specific communication needs.
Some service users who are deaf or blind needs specific support for communicating with their
doctors. With the help of them, these clients can tell their situation to the care workers and can able
to take advantages of the services. In the given case, hospital needs to apply some strategies for
supporting their users regarding the communication. These strategies are as follows.
Hearing Aids: HSC can provide hearing aids to those patients who are deaf and faces problem
while communicating with their doctors. With the use of hearing aids, they can explain their
problems, recovery, adverse effect of the medicines, to the care workers so that they can make
changes accordingly (Nguyen, Ball, Midthun and Lieu, 2012.).
Text Phones: It is also for those service users who are unable to hear. Hospital can provide text
phones to such patients so that they can communicate with the health care professionals by typing
their messages. It provides various features to the clients such as 2-way record, call indicator light,
headsets, hearing aid friendly, etc. With the help of these features patients can communicate in more
effective manner with their doctors (Vogel, 2012).
Translators: Hospital can hire translators for those clients who have language issues. Translators
work as mediator between the health care professional and service user. They make the
communication proper by translating languages into the understanding language. This will make
clients to use services of the HSC effectively. With the help of translator, doctor can explain the
problem to the patient and patient can clear his/her misunderstanding regarding it. For example, if a
Patient belong to India and taking treatment in UK then she will face language issue for this, HSC
can hire a translator (Enterpreters and Translators. 2006).
CONCLUSION
From the above, it is concluded that hospital can apply communication theories for improving its

working environment in the field of communication. For improving the interpersonal skills, hospital
of the given case study can apply various methods such as reactive and pre-emptive. On the other
hand, different strategies and devices can help the deaf and blind clients to communicate properly.
TASK 2
INTRODUCTION
Communication process needs to be effective for better treatment of their disease or disorder. This
task includes communication process, cultural factors and values for making it effective and impact
of legislation and codes of practice on the HSC
2.1 Influence of values and cultural factors over the communication process.
Influence of values and cultural factors over the communication process is as follows.
Cultural Factors: Care workers to respect and manage the diverse culture with respect to the
religion, language, background, belief, but it is essential to follow. For example if a client belongs
to the Christian Community, then hospital needs to take care of his beliefs, religion while dealing
with him. With respect to the case, Anna does not drink but doctor blame her to be drunk which
affects the culture and belief of the patient and her husband (Auerbach and et .al., 2013).
Values: It is important to have values, morales and ethics in the working environment of the HSC.
As per the given case, doctor treats Anna badly and pulled away with a look of disgust on his face.
This shows that there are no values and morale in the doctor. There are no values and morale in the
communication of the doctor which results to dissatisfy Anna's husband. Care workers can use
polite and courteous words in their communication such as Thank You, Sorry, Welcome, (Clark,
2011).
Communication Cycle in HSC:
Questioning: Problem is being asked by the doctor to the client in polite and respectful manner.
This makes client to feel that, care worker is interested in his/her issue.
Clarification: In this, doctor clarifies each and every reason behind the disease or disorder of the
patient. Care worker explains everything patiently so that service user does not start worrying
(Curtis 2012).
Reflecting: In this process, healthcare professional restate the problem very carefully to the client
which represents that he/she is paying attention to the client.
Empathy: In this, patient tries to understand the disease or problem as per the guidance of the
doctor. This results to create good relation between both of them (Razzi, 2014).

Summarizing: All the issues and queries are resolved by the doctor by summarising all the problem
all the problem to the client (Hart and Bond, 1995).
2.2 Impact of legislation, charter and code of practice on communication process.
Legislations: Legislation refers to the activity of making and enacting laws. There are various laws
with respect to the HSC such as data protection act 1998.
Impact of legislation on communication process:
Data Protection Act 1998 is for protecting the confidential information of the HSC. It also helps in
keeping the medical information, personal information, of the both client and staff members. It
results to create trust and loyalty of the employees and services users regarding the working of the
health care organisation (Allison, 2015).
Charters: It refers to a written grant by the nation's legislative power with the help of which a
company or borough is created. For example, department of health information charter.
Impact of Charter:
This charter takes care personal information of the HSC for offering them high quality services. It
helps in maintaining communication of the organisation with the legislative departments. It also
helps in knowing that HSC is working legally and following all the laws and regulations (Elsevier
Health Sciences Rath 2015).
Codes of Practice: It is a guide which helps social care organisations in achieving the standard of
the health and safety which are required by the Work Health and Safety model. For example: Health
and care professions council standard.
Impact of the Codes of Practice:
Health and Care professions council helps in managing the standards of the proficiency by
approving education and training programmes for the HSC professionals. It helps in registering the
talented and skilled care workers as per their area of interest.
2.3 Effectiveness of organisational system and policies in communication
Effectiveness of organisational system and policies in promoting the goods and services in the
communication are explained below:
Organisational System: It includes effective delegation of work to the health care professionals,
roles and responsibilities of the staff members, proper working instructions, With the help of
organisational system, HSC can promote its services effectively and efficiently. Proper instructions
regrading the work, helps nurse and care workers to do their task without any problem. It also
removes confusions and misunderstandings regarding the work. On the other hand, roles and

responsibilities of the health care professionals helps them to understand their work accordingly
(Waugh and Grant, 2014).
Policies: It involves policies regarding equality, safeguarding, anti-bulling, etc. These policies helps
in preventing staff members and clients from any type of inequality and discrimination which
results to develop good and effective relations. It also leads to develop open, friendly and
cooperative environment. Similarly, policy related to the health and safety keeps service user and
staff members away from any type of risk which make them feel satisfied (Levie, 2010).
2.4 Ways of improving communication process.
Improving communication process results to improve the relation between patient and care worker.
It also rises satisfaction level of the both. On the other hand, miscommunication results to occur
misunderstandings, dissatisfaction, unclear thoughts, etc. It also results to affect the doctor patient
relationship. As per the case study, doctor does give proper attention to the Anna and make wrong
assumptions.
On the other hand, both Anna and her husband needs to wait for 4 hours before analysis. This all
results to create miscommunication between the patient and doctor which dissatisfies the Anna;s
husband.
Methods for improving communication:
For improving communication, hospital needs to implement following methods.
Staff Development: Staff of the hospital in the case study have lack of communication and
interpersonal skills. For improving them and making their communication effective, HSC needs to
conduct training program. This will help in developing skills and abilities for handling client in
effective way (Légaré and et .al., 2012).
Client-Centred Care: This will make care workers to act according to the needs and requirements
of their clients. This will result to give more emphasis to the patient for fast recovery and better
treatment. This will lead to improve communication between the health care professional and their
service users (Joekes, 2015).
CONCLUSION
From the above assessments, it is concluded that cultural factors and values improves the overall
communication process of the HSC and gives a feel of attention to the patient. On the other hand,
laws, charters and code of practices prevents from illegal and unethical work which results to make
communication effective. Along with this, effective management of organisational system and
development of policies help staff members and clients in accessing their rights and services. In

addition to it, staff development and client centred care results to improve overall communication
process.
TASK 3
INTRODUCTION
This tasks is based on the use of information and communication technology in the HSC. It includes
various ICT software packages, their benefits and legislations for them.
3.1 Assessment of standard ICT software packages
Health and social care (HSC) organisation needs to use the following standard ICT software
packages.
Presentation Software: With the help of this, HSC can make their communication more effective. It
helps in conveying important information with the help of images and sounds to the staff members.
On the other hand, HSC can use this software for explaining the critical disease to the patient and
their families so that they can understand it more effectively and properly (harsh and et.al., 2010).
This software is useful at workplace for example, with the help of presentation head department can
easily share their views and ideas to the employees. In this they can use some picture so this thing
grab the attraction and create some interest. Moreover, by this software planning department can
easily present their planning. The main advantage of this software is it include some sound effect
and graphs so it creates an interest of other party and company easily share their idea which are not
possible with verbal communication.
Word Processing: This ICT software provides functionality to create documents in less time with
fast speed. Various features are provided by this software which helps in developing documents
regarding the prescription, treatments, recruitment forms, etc. It helps in proper utilisation of the
resources in minimum time. For workplace it is important thing because by using this processing
organisation can easily save their all data with high security. In other hand, it raises the
collaboration it means when customers are living in different cities so by this word processing they
can easily make a positive connection. It is useful for business because when clients manage some
meeting so they do not carry note book and pen drive by using this processing they can easily save
all the important things.

3.2 Benefits of ICT
Benefits of the ICT to the patients, doctors and HSC are as follows.
It provides social care organisation to keep its confidential information safe and secure along with
the personal and medical informatics of the patients and care workers.
It provides high speed to the health care professionals which results to manage their work
effectively.
Patient Portal provides full access to the clients to update their information and to check
information regarding their medicines and treatments.
Data Sharing feature allow team members to share their information for managing and maintaining
their work efficiently (Broadbent, 2013).
Benefits for service users and workers
 If user have proper knowledge of correct command than this is beneficiary for them and
they can easily do their work much faster.
Illustration 1: Benifits of ICT

 It needs less memory like as compare to other interfaces.
 This interface does not use much energy so user can easily save their electricity bill.
Benefits for organisation
 The costing of ICT is less so organisation can easily use their profit in other department and
technology.
 By using this technology company can easily communicate with the customers and business
partners
 By using this interface the browsing speed goes high and employees can easily do their
work on time.
3.3 Legal considerations in use of ICT
Legal Considerations with respect to the ICT are as follows.
Access of Health Records Act 1990: As per this act, service user has right to access their health
related and personal information by submitting application form to the care worker. This helps in
keeping the information safe and secure by preventing unauthorised access. It leads to maintain the
trust and loyalty of the patients which make them to share their private and medical information to
the doctors for getting better treatment.
Health & Safety at work act 1974: As per this act, it is important to have proper health and safety
equipments and tools at the HSC for preventing patients and staff members from any kind of risk
and injury. ICT machines should be checked and safe for use so that service users can operate them
properly without any fear of harm (Safeguarding adults, 2015)
CQC MODEL
Care quality commission model is based on the assessment of quality. In England this model
provide their services in health care and social care. It solves the issue which are related to the
bodies right and health conditions. It is responsible to make sure that every company follow the
command of quality and provide the best quality services to tier customers. For this CQC
department time to time take a feedback from their customers and accordion to the reviews they
change the strategies which are based on management. The main motive of this model is created a
positive relationship between customer and company. At the starting time of CQC faces so many
problems and all problems are based on customers' acceptance. Further, after some time CQC clear
their mission in the customers mind.
CONCLUSION
From the above task, it is concluded that ICT plays important role in HSC for managing its work

effectively. It provides data sharing, security, patient portal, high speed, benefits to the doctors,
service users and organisations itself. On the other hand, it is essential for the HSC to follow all the
laws and regulations regarding ICT for preventing from issues related to the health and safety,
injuries, unauthorised access,

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