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Communication Skills in Practice: Impact on Service User Outcomes in Health and Social Care

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Added on 2024/07/01

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This assignment explores the vital role of communication skills in health and social care settings. It examines the influence of effective communication techniques on service user outcomes, focusing on the importance of evidence-based practice. The assignment delves into the skills and qualities needed for conducting a literature review ethically, analyzing the current knowledge base on communication in healthcare. It also includes a PICO table to define the research question and a milestone plan for completing the assignment.

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Communication skills in practice: the influence of communication
skills and techniques on outcomes for service users in a health or
social care service
1 | P a g e

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Table of Contents
Introduction:.................................................................................................................................... 3
Task 1:............................................................................................................................................. 3
Task 2: Literature review:................................................................................................................8
Conclusion:.................................................................................................................................... 13
Reference List:...............................................................................................................................14
Appendix:...................................................................................................................................... 15
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Introduction:
Communication skills is none the vital factor for every workplace. In case of the health care
sectors, the managers and the staffs working for the organization are properly connected which is
helpful to provide exact service to the customers. In this assignment, the skills and qualities
required for working in the health care organization and based on the PICO table the key terms
in the health care sectors is going to be discussed.
Task 1:
a. A description the purpose and process of conducting research in enabling evidence-based
practice in health and social care. (P1)
Evidence based practice is one of the important approach based on the provision of care and
treatment can be provided to the service ensure of a particular health care sector. It has been
helpful in order to have the efficacy and efficiency delivered to the service users of the
organization. According to researchers, evidence based practice is the process of doing things
right. This is the key elements that indicate the key element of EBP. In case of the health care
sectors, it is possible for the service users in order to get the exact service from the organization
and to get the ultimate treatment of the diseases faced by them.
The evidence-based practice in the clinical sectors cannot exactly indicate the processes involved
in conducting exact research in the health care sectors. The benefits offered by the evidence-
based practice or (EBP) implemented by the staffs in the health care sectors by the nurses and
staffs is the outcome of the proper service quality and meeting the exact service requirements of
the service users. It has been seen that the overall evidence-based practice has given the health
care sector an improved opportunity to interact with the patients and to solve the exact queries of
the patients. Evidence based practice also helps to increase the overall capability of the service
givers and the staffs of the organization and to fulfil the exact requirements of the service users.
The evidence-based policy offers the following benefits:
In order to agree what comes as the part evidence based programmes in the research
arena(Powell Davies et al., 2017)
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 A strategic approach which is based on the creating proper evidence to look upon the
exact problems and issues faced by the health care sectors.
 Effective dissemination of the evidence-based practice is helpful needed to develop exact
means (Newhouse et al., 2015).
b. An explanation the skills and qualities needed to conduct a literature review in health
and social care. (P2)
In order to produce the literature review for a particular research project, to make the overall
research process clear to the reader, several important parts in the literature review portion. The
staffs and the managers working in the health care sectors need to have the proper judgement of
the issues faced by the patients of the health care sectors as well as to provide them exact
solution of the issues faced by them. Literature review is incorporated with explaining the
overall discussion, which is as follows:
Defining the entire topic:
Before starting elaborate research, the researcher need to define the topic and the issues related to
it. It is helpful to direct the overall research process to find out exact solution. This entire
research is being presented based on the evidence-based practice and the corresponding factors
related to the health care sectors in UK. In order to gain success the researcher need to define the
overall agenda and the time line before starting the work (Kitapci et al., 2014).
Theme of the research:
After defining the entire research topic, the researcher need to emphasize on the main points
related to the evidence based practice required for the research work (Burstin et al., 2016). The
main points of this research is to identify the key points regarding the health care sectors,
condition of the service offered to the patients and satisfying customers with the proper service
and meeting queries of them.
By using the various reference from the text books and other data sources;
Literature review is the main part of research where proper evidence need to be provided for the
research work. In this section, they research process will be conducted based on the evidence
collected from the various text books, journals and reports published in the health care sectors in
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UK. Hence, before starting the research work the researcher need to collect proper evidence from
various sources as well as from the online sources, which is helpful to collect authentic data for
the organization.
Online Sources:
It is one of the important source of collecting authentic data. Belonging a large organization,
there are detailed information regarding the health care sectors in UK (Burstin et al., 2016).
However, the researcher needs not to take research data from any older sources more than 10
years. Government sources and the review of the service users of the health care sectors are the
key processes, which is required to b collected by the researcher.
Fitting in the literature theme:
Based on the research objective the literature theme needs to be developed by the researcher. The
main aim of this research project is to evaluate the overall research-training programme and
justifying the implemented strategies for the organization.
c.Using the Gibbs reflection model carry out an analysis of your own current skills and
knowledge in being able to conduct a literature review ethically in health and social care
towards evidence-based practice with a milestone plan (e.g Gantt Chart or Work
Breakdown Structure) of key deliverables for tasks to be completed for the whole
assignment (M1 & D1)
Gibbs reflection cycle is based on analysing the skills possessed by individual. The stages
incorporated in the Gibbs reflection cycle are as follows:
Step -1: Description:
In this part, I have asked the question whether the entire process is being evaluated based on the
issues and the basic purpose fro which it was conducted. By this research process ai have
managed to gain proper idea on the evidence based practice and the impact of this prpcses upon
the health care sectors.
Step -2: Feelings:
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Before conducting further literature review for this research study, I asked myself what tare the
development opportunity of this process. After the entire research process, I have gathered
proper knowledge about the literature review.
Step 3: Evaluation:
In this stage, I have evaluated that the overall process based on various theories and the proper
justification of the evidence based practices. However, this is none of the important topic in
which huge researcher has been conducted still here are severe scopes of conducting further
researcher in order to get the exact results in the health care sector.
Step -4: Conclusion:
After judging the overall prospects and the scopes of conduction proper research I am drawing
conclusion and my learning’s for this projects.
Step- 5: Action:
I have to take several actions based on the factors of improving the negativities for the research
work as well as to collect authentic data for the research project. I have taken help from the
governmental sources and the reviews from the service users of the service sectors in order to get
exact condition of the hospitals in England.
Milestone for conducting the literature review are as follows:
Research
components
1-2 week 2-3 week 3-4 week 4-5 week 5-6 week 6-7 week
Choosing a
topic and
defining
research
question
Decision on
the scope of
review
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Selecting and
finding
database to
conduct
literature
review
Conducting
researches and
finding
literature
Reviewing the
literature
Conclusion
Figure 1: Milestone Plan
(Source: Created by the learner)
d. Log Book:
(Refer to appendix 1)
7 | P a g e

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Task 2: Literature review:
PICO table:
Population Intervention Comparator Outcome
Service users with
heart related problems
The staffs and the
nurses of the health
care centres should
understand properly
the exact problems of
the service users and
should try to suggest
proper solution for the
issues. The service
providers should offer
therapeutic measures
like medications;
surgical interventions
need to be prescribed
for the patient.
`
The recovery time, the
effectiveness of the
implemented strategy
and the overall
process is the actual
comparator for
judging the overall
progression of this
section.
Heart or Cardiac
diseases are deadly
may cause to paralysis
also. Therefore, the
service provider needs
to take extra
responsibility to treat
these types of
patients.
Service users with
chronic disease
While the patients is
suffering from long
lasting chronic
disease, the service
providers need to
implement the
suitable procedures
based on which the
exact problem can be
diagnosed.
Chronic diseases are
hard to overcome and
to get the exact
solution of the
permanent solution of
the disease. Hence,
the service providers
hooked put up a
medical check up and
routine, which will
prevent further
By taking proper
preventive
measurements, patient
can relieves from the
issue.
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occurring of the
disease.
Service users with
joint pain and arthritis
problems
In order to get the
exact solution of the
problem, the staffs
and the service users
need to diagnose the
exact problem and the
sensitivity of the
disease. Based on that
proper treatment
should be suggested.
The staffs and the
doctors should
provide solution of
using orthopaedic
instruments so that the
patient gets relief
from pain.
However, the joint
pain and the arthritis
issue are not fatal or
does not leads to
death, it have long
lasting impact of the
patient's normal life
styles. Hence, the
medical divisors need
to provide the exact
solution by judging
the necessity of
implementing the
proper treatment
process.
a. The literature review should define key terms, and examine a range of recent
sources relating to the research topic (P3)
Key terms related to the research topic:
Communication skills:
It is the key topic related to this research topic. Depending upon the proper communication skills
the overall service quality in an organization can be improved (Gluyas, 2015). The service
providers and the service users will get an opportunity to deal with the exact issue faced by them.
Therefore, the nurses, doctors and the medical advisors should be responsible enough in order to
judge the issues faced by them and to provide them the exact solution of the problems.
Techniques and policies of communication:
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Verbal communication:
In health care sectors, the staffs need to communicate more verbally with the service users. The
verbal communication is based on the factors of face-to –face communication and over
telephonic conversation (McInnes et al., 2015). Thus, it is helpful for the service users to discuss
their problems more clearly and to get the proper solution of the issues.
Non-verbal communication:
As the name implies the non-verbal communication is done via, sending e-mails message and
codes. This is not very much effective for the health care sectors, as the staffs and the service
users need to understand the attitude, code words and the body languages of individual to get the
making of the entire conversation (Johnston et al., 2015).
Outcomes for the service users:
The efficiency of the health care sectors lies upon how the service providers are treating the
service users of the organization. In order to do this, the service users need to communicate with
the exact department of the organization as well as to elongate the problem faced by them.
Cordial relationship and proper responsibility of the managers of the organization helps to
provide the exact service required by the patient.
b. The results of literature review should summarise current knowledge about research
topic in table format followed by a discussion. (P4)
Journal Names Outcomes Discussions
Journal 1: Gluyas, H., 2015.
Effective communication and
teamwork promotes patient
safety. Nursing Standard
(2014+), 29(49), p.50.
In this article, how the
effective communication and
teamwork improves the
overall efficiency for the
organization has been
discussed. There are several
scopes to be involved in this
factors of judging the most
vital criteria that has an direct
The process, which is essential
to be involved in this process,
is as the effective teamwork,
communication among the
team members of the
organization. This is helpful
for this research project, as it
has successfully indicated the
factors that influences the
10 | P a g e

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impact on the of the
communication process.
patient safety.
Journal 2: McInnes, S.,
Peters, K., Bonney, A. and
Halcomb, E., 2015. An
integrative review of
facilitators and barriers
influencing collaboration and
teamwork between general
practitioners and nurses
working in general practice.
Journal of advanced nursing,
71(9), pp.1973-1985
The roles and responsibility of
the staffs of the health care
sectors as well as the effective
implementation of the
strategies to improve
collaboration in the
workplace has been elaborated
in this study.
The factors that is a barrier for
the effective communication
in the process are discussed,
hence, it can be elaborated that
while the staffs and properly
communicated they are
managing to provide proper
service to the service users.
Journal 3: Burstin, H.,
Leatherman, S. and
Goldmann, D., 2016. The
evolution of healthcare quality
measurement in the United
States. Journal of internal
medicine, 279(2), pp.154-159.
The outcome of this journal is
the quality requirements for
the factors and ho effective
communication helps to
improve the existing service
quality for the organization.
Proper treatment is somehow
dependent on the proper
communication skills in the
health care sectors and the
procedures to be followed to
improve the condition of the
health care sector.
c. This task should conclude with an evaluation the reliability and validity of literature
review (M2) and a rationale for a research study. (M3)
The validity of the literature review is entirely based on how they researcher has managed to
collect authentic data for the research project. The validity and reliability of the data need to be
properly judged by the researcher in order to indicate all the suitable factors that have a direct
impact of improving overall communication in the work place. While the researcher is gaining a
proper scopes to collect data from government officials, every department of the health care
sectors. The help of previous researcher has conducted the entire literature review section and the
11 | P a g e

journals published in the health care sectors. Apart from this, the researcher, need to judge the
authentic source from authentic the data have been collected and the present scenario of the
communication in the health care sectors in UK.
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Conclusion:
This entire study has discussed the overall factors required to improve communication in health
care sectors has been discussed. The most common issues and the diseases that the health care
sectors are facing and is hampering the overall effectiveness of the service policy to the service
users . This entire study has shed light upon the issues and the scopes of the health care sectors
that can be improved. In the future scenario, the condition of the health care sectors can be
improved if all the essential factors are followed. The future scopes of the research study has
been indicated with proper evidences
13 | P a g e

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Reference List:
Burstin, H., Leatherman, S. and Goldmann, D., 2016. The evolution of healthcare quality
measurement in the United States. Journal of internal medicine, 279(2), pp.154-159.
Gluyas, H., 2015. Effective communication and teamwork promotes patient safety. Nursing
Standard (2014+), 29(49), p.50.
Johnston, M.J., King, D., Arora, S., Behar, N., Athanasiou, T., Sevdalis, N. and Darzi, A., 2015.
Smartphones let surgeons know WhatsApp: an analysis of communication in emergency surgical
teams. The American Journal of Surgery, 209(1), pp.45-51.
Kitapci, O., Akdogan, C. and Dortyol, I.T., 2014. The impact of service quality dimensions on
patient satisfaction, repurchase intentions and word-of-mouth communication in the public
healthcare industry. Procedia-Social and Behavioral Sciences, 148, pp.161-169.
McInnes, S., Peters, K., Bonney, A. and Halcomb, E., 2015. An integrative review of facilitators
and barriers influencing collaboration and teamwork between general practitioners and nurses
working in general practice. Journal of advanced nursing, 71(9), pp.1973-1985.
McInnes, S., Peters, K., Bonney, A. and Halcomb, E., 2015. An integrative review of facilitators
and barriers influencing collaboration and teamwork between general practitioners and nurses
working in general practice. Journal of advanced nursing, 71(9), pp.1973-1985.
Mohammad Mosadeghrad, A., 2014. Essentials of total quality management: a meta-
analysis. International journal of health care quality assurance, 27(6), pp.544-558.
Newhouse, N., Lupiáñez-Villanueva, F., Codagnone, C. and Atherton, H., 2015. Patient use of
email for health care communication purposes across 14 European countries: an analysis of users
according to demographic and health-related factors. Journal of medical Internet research, 17(3).
14 | P a g e

Powell Davies, G., Harris, M., Perkins, D., Roland, M., Williams, A., Larsen, K. and McDonald,
J., 2017. Coordination of care within primary health care and with other sectors: a systematic
review.
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Appendix:
Appendix 1: LogBook
Name:
Literature Review title:
Date:
Update on weekly research/tasks achieved
 In the literature review section, I have managed to collect proper data for the researcher and
to have the justification of the issues faced by the health care sectors.
 The tasks of completing the evidence-based practice have been completed.
 From the milestone plan, the overall time required for completing the research has been
selected and the task completed has come out with effective results.
 Still now, I do not need any changes in the management plan but I have proper scope to
incorporate required changes.

Any risks and/or issues identified?
 Collecting authentic data from the governmental sectors is involved with huge risks, as the
research needs not to disclose the sensitive data regarding the health care sectors.
 I have managed to identify that there while collecting data; I should maintain the Data
Protection Act, based on which I may complete the tasks.

Problems encountered
Several barriers has been faced by me in order to collect research data which are as follows:
 Dealing with the government official to collect proper data
 Judging the validity and reliability of the research data
 Implementing the exact procedure through which I can overcome the issues like properly
16 | P a g e

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communicating with staffs and managers of the organization.
New ideas and change of literature review direction
Alternative ideas are required to deal with the exact situation faced in the research project. In case
of improving the research progress, the further research should be conducted based on the primary
data collection process.
What have you learned about yourself this week?
 While dealing with the problems, I faced that I am continuously learning from the entire
scenario
 The entire research project helped me to complete the job properly as I have managed to
collect proper data from it.
 I have succeeded to collect the desired data for this research project as well as to complete
the task well in time.
 In this week, I have speared so much time in collecting data, but in the next week i have to
be faster
 In the future aspects it will help me to conduct research that is more detailed and to find out
effective solution of the issues.
Tasks planned for next week
 Data collection
 Judging the overall validity of research
 Implementing proper strategy for completing the research
 Need to allocate proper time for the research data collecting, analysing data and finding
proper conclusion for this.
Literature Review Management Plan status to date
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(on, ahead, behind)
Currently the literature review is progressing ahead.
Supervisor comments to address
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1 out of 18

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Communication Skills in Practice: Impact on Service User Outcomes in Health and Social Care

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