Health & Social Care: Communication and Integration

This assignment delves into the vital areas of communication and integration within health and social care. It requires students to critically examine the impact of effective communication on patient outcomes and explore the challenges and benefits of integrated care models. The analysis draws upon a range of research articles and scholarly works, highlighting the importance of interprofessional teamwork, health literacy, and cultural sensitivity in delivering high-quality care.

Communicating in Health
and Social Care
Organisation

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Theories of communication in health and social sector...................................................1
1.2 Communication techniques in this context.......................................................................2
1.3 Methods which are used in dealing with inappropriate interpersonal communication.
................................................................................................................................................2
1.4 Use of strategies to support patients with specific communication needs.......................4
TASK 2............................................................................................................................................5
2.1 Impact of values and cultural factors on communication system. ...................................5
2.2 Legislation, characters and code of practices influencing the communication process.. .6
2.3 Effectiveness of organisational systems and policies in encouraging good communication.
................................................................................................................................................6
2.4 Ways of improving the communication procedure..........................................................7
TASK 3............................................................................................................................................8
CONCLUSIONS............................................................................................................................10
REFERENECES............................................................................................................................11

INTRODUCTION
Communication is a way through which transmission of messages takes place and a
communicator uses a language for this purpose. It assists them in passing their ideas and
opinions to the receiver. Through effective communication a relationship can be built between
two parties which are in the process of this activity (Reeves and et. al., 2011). This report deals
with the issues of communication theories which are applicable in health care system. How to
use proper communication skills in this sector through different practices. There are factor which
are very crucial and affects the setting of this system. Detail information will be given about
standard software used by the health and social care centres. It is important to know the
procedure through which clients who are suffering from any physical and mental disabilities,
messages can be understood.
TASK 1
1.1 Theories of communication in health and social sector.
This section will be dealing with different theories like behaviourist, operant
conditioning, cognitive, social learning theory. Behaviourist says that behaviour is based on the
past experience or learnt responses about specific stimuli. Whatever they see in surrounding
shapes their behaviours. In the case of Mrs D. this theory can be applied because the response
she got from the nurse has a negative impact on her and starting shouting. Operant conditioning
theories has two different types of approach: positive and negative. The result can be desirable
and negative (Swayne, Duncan and Ginter, 2012). In the case study senior consultants have tried
to cope up with Mrs D. and which made him feel happy and he became calm. Social learning
theory deals with observing someone behaviour or skills. This help in making a better relation
between doctor, nurse and Mrs D. Nurse can also act as translator helping Mrs D. in
communication. They are the elements of the hospital and can make positive image through
adopting this theory. Any person will definitely get more information through observing things
around him. For example, child behaviour depends upon how his parents deal with him in their
house. Whatever he will observe from his guardians will influence his upcoming life because the
first learning of the children starts from his home (Bennett, 2010). Cognitive theory is the
interaction between the person and the environment which includes cognitive competencies such
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as achievements that are developed. All the modification is through social influences and how he
treated by others like his family and society.
1.2 Communication techniques in this context.
Communication allows people to interact with different people and build a relationship
with each other. Messages are transferred through different medium of communication and can
be verbal and nonverbal. In verbal communication involves sending information through various
modes like talking face to face with the client or through telephone. To make sure that a proper
verbal communication is done a tone, pitch of the voice should be same (Street, Gold and
Manning, 2013). While talking face to face there should be proper eye contact and should
avoiding talking with back. Non-verbal communication is used when the patient is deaf, mute
and etc. As in the case of Mrs D. who is deaf so this mode can be used for her. In this expression
of the face, gestures, physical appearance and body posture are influences the message. Those
people who cannot see or are blind can communicate through Braille system in which client
touch the symbols through hand gestures and gives out her message. Other than these writing
pads, symbols and picture card can also be considered. For effective transmission of the message
it is important to know how information was conveyed. Good listening habits help them in
understanding what the client want to convey because through this they get better treatment with
better care. There are lots of benefits of effective communication skills in health and social care
field. Through better transmission of message best practices can be achieved. It is not necessary
that it will take place between the clients & health professionals instead it could also necessary
that a proper relationship should be maintained between different professionals of the same
background (Thompson, 2011). Advertisements can also be used for communication as this will
promote the institutions services which they offer. For example; a big health campaign is going
to organisation for the city people, for this TV advertisements and radio jingles can be used for
this purpose.
1.3 Methods which are used in dealing with inappropriate interpersonal communication.
In an organisation effective communication need to be there than they should make sure
that all the inappropriate practices are eliminated. Any hurdle which is coming in between the
professional practice should be resolved (Shaw, Rosen and Rumbold, 2011).
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Shannon- Weaver model of communication is considered as the mother of all models and defines
the flow of the information. How a communication takes place is described by this model. This
model states that there is a source of information from where it starts and a message is involved
in it. After that this model includes a transmitter, signal, channel, noise, receiver, destination,
error, encoding and decoding. This model was prepared to develop a effective communication in
between a sender and an receiver. It particularly also defines what are factors which are affecting
the communication procedure like “noise”.
There are barriers to communication which are affecting the effective communication. Language
is factors which are considered while communicating with someone. Nurse should use a
language which Mrs D should easily understand. In the case the message of Nurse had a bad
impact on Mrs D and she became frustrated. Nurse was not able to understand the signs of the
patient. Language became a barrier in communication between them. In a hospital and other
health care centres people from different areas come, so they might face difficulty in
communicating with health professionals because they don't know other language. A translator
should be appointed who will make sure that language does not become barrier in
communication process (Moule and Hek, 2011). Whatever message is transmitted should be
appropriate and identical because any messages which include any wrong information will lead
to disaster. For example; a patient has come in the hospital for his treatment and doctor advised
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him some tests. After taking the report of the tests he gave it to the nurse but through
carelessness the reports gets exchanged. This type of act can put life of the patient in danger
because misinterpretation of the message is harmful in this sector. In health and social care sector
institutions and centres should avoid breach of confidentially which occurs when patients health
and personal information are disclosed to the third party. This can only happen if there is
requirement of the health information to professionals in this sector. When a patient is admitted
in the hospital a document is signed which includes guidelines between the hospital and clients.
Any breach of trust by the hospital and patients will bring a breakage in the relationship between
them. Patients are private individuals so any information or record related to them should be kept
with confidentially so there should be no breach of contract as well between practitioners or
professionals (Brownson, Colditz and Proctor, 2012). If the hospital authority ignore any patient
then it will bring loss of trust and this also influence individuals self-esteem, self-image and etc.
They should give time for proper care as this will bring confidence in him. No discrimination
should be there on the basis of caste, colour, nationality, ethnicity and gender.
1.4 Use of strategies to support patients with specific communication needs.
A proper strategies should be made for better communication to users. To resolve the
issue of improper communication a right approach as to be followed by adopting different
strategies. They have to understand and learn the message comprising the issue related to
patients. For any person or users who are sufferings from any disabilities have to use different
forms of interaction methods. They can use non-verbal ways like lip reading, sign language,
facial expression. Certain type of people should be given special treatment and should provide
them environment in which they can feel comfortable. People like Mrs D who cannot see from
one eye can use glasses or by touching can send their message. Those who are suffering from
hearing problem, for them the staff can use sign language. In this interpretation of language is
used instead of saying it. Body, face and hands movements are used to clarify the messages.
People who come from another area and unknown to the surrounding and language, for them a
translator can be hired. Other than this communication through pictures can also be done. In the
case study if translator would have been their; than issue might not have been arise (Kreps and
Neuhauser, 2010). Imparting the social system in the health and social care centre would ease the
communication gap. Some hospitals don't hire any translator because they lack of resources and
funds. These will affect the services of the organisations, which will not able to build trust in the
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eyes of users. This is the sector where proper communication is must as this has to do with the
health of the people. They should be ready for any case where language would become a barrier.
When people come to thee centres they come with a hope, that they will be treated here. So it’s
the prime duty of that centre to not only provide treatment but a quality services which will assist
them in improving their health more quickly.
TASK 2
2.1 Impact of values and cultural factors on communication system.
Culture is a feature of identity which all people have and is based on different aspects like
language, history, beliefs, musical taste, clothing, attitudes, food and celebrations. Two people of
same culture will able to understand each other. It is a sensitive topic and can lead to conflicts
among people. Value is also part of culture, but slightly different from it because it involves
moral, ethics and pattern of behaviour. These two shapes the behaviour of a person. It is
necessary to respect people culture, background and values. When culture differences are
violated people react in anger and become emotional, as their sentiments are hurt. These two
factors influence the communication in great manner (Millar and Hall, 2013). In these different
factors many other are included like age, caste, creed, food and sex, educational and economic
condition. Cultures include beliefs, values, behaviour, communication and customs. I know that
anyone who are visiting health centres are from different places, so they have different values
and culture. Each person is indulged in different communication process. For example; someone
has come from Asia, so I know that in that continent people have various approaches to
communicating. I need to ensure that administrations have to first understand the nationality or
the culture of that individual and then take further action. Both genders visit the hospital, so
communication strategy should also be designed according to it. There should be lady health
professionals as there are some issues which can only be understood by women. I will give every
staff a guideline that they have to actively listen the patient or client and understand what they
want to convey. A person coming from different areas has different approaches and style I
should make sure that no one should face discrimination. Those whose age is more or are old
aged I will communicate with them in polite manner as they are sensitive. Some might not be
well educated so these become barrier in communication; I will ask my management to appoint a
person who can make them understand in simple language. A patient from other areas has came
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to a hospital which is in other part of country with his family members. They will able to find it
difficult to cope up because their food habits are different from area where hospital is situated. If
If I will value different cultures then it will help me in building cross-culture relationship. I as a
health care professional will become for flexible in communication because I know how other
people look things through different perspective. I need to follow organisation's working culture
and grow it into ideal health and social care centre.
2.2 Legislation, characters and code of practices influencing the communication process.
In the above section I saw that how communication process impacts the communication
process in health and social care system. Other than those there are some legislations and
characters which also influence it (Archer and et. al., 2011). Legislation are the laws which are
made by the parliament of the United Kingdom. The health care centre in which I am employed
have no other option but to follow those codes of legislation and make sure that how an
organisation should improve the lives of people. Through Data protection act of 1998 which
states that how I can handle the personal information of the client. This law influence the way I
communicate with my service user. I ensure that there is confidentiality in transfer of the
information in hospitals and dispensary (Epstein and et. al., 2010). Any information available in
computer, paper, audio or any other recorded data is not be disclosed without the permission of
patients or their caretakers. These laws make sure that no clients are discriminated on any
grounds and should take equal treatment. Government has made legislation or code of practices
which safeguards the rights of health professionals and make sure that they receive fair
employment. Sex discrimination has been made illegal, so it is my duty to look at the activities
happening in the hospital. If I have to maintain a healthy communication it is important to follow
these laws and any violation will push them my health centre into a legal suit. Not only laws
related to the country's government will be followed but there are some legislation made by the
United Nations which is also taken care of. Violation of human rights will destroy the image of
my organisation.
2.3 Effectiveness of organisational systems and policies in encouraging good communication.
For engaging in effective communication practices I need to know that there should be
proper organisational system and policies. With these systems and policies I will be able to shape
the communication activities and will make things more appropriate and meaningful. I will ask
my management department to develop some systems and policies which can create good
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communication (Shim, 2010). Factors related to documentation, information systems,
implementation of the procedure and practices will be included. I should contribute in the effort
of building a system which is advanced & dynamic and can show good results or efficiencies in
different activities which are undertaken. If such kind of system will not be there, it will be
difficult for me and my subordinates to transfer information which can be important for this
sector. Whistle Blowing Policy safeguards the me and my colleagues who blow the whistle about
any wrong activity. The aim of this is to give clear guidelines to all the members or staff working
for the organisation to bringing attention regarding any wrong doing which could affect the
reputation of the any elements of the hospital or health centre (Antheunis, Tates and Nieboer,
2013). This brings good communication and openness in the organisation. Bullying in the
workplace is the another policy which says that all the employees of the organisation have a right
to work in an environment where they don't face any bullying, harassment from any other person
in the management. It is necessary for me to enjoy their work and give my best so that I can
grow. This helps in creating a supportive environment where I can fulfil personal potential goals.
Such policy was implemented because an individual like me feels that I does not have power or
vulnerable then I will not able to do proper work. Safe working condition is the policy which
states that all the employees’ safety are concerned. It is observed by me that for this they have
introduced steps and precautions to provide safe working conditions. There can be organisation
who are known for their safe working condition but that does not mean they should stop looking
at the hazards. All the prone areas should be identified and a proper strategies should be made for
solving these problems.
2.4 Ways of improving the communication procedure.
Health and social workers like me must be regularly engaged in improving and
developing the communication process within organisation. I can use different tactics and
techniques to improve the process (Greene and et. al., 2011). Security of information or the
personal informations will be taken into priority by me. In this way, privacy and confidentially
have to achieve by me as it will help me in removing any misunderstanding and confusion
coming in the process. Rules related to documentation and presentation will be taken in account
to maximize the outputs. I ensure that technology is used for this purpose so that quick
communication can be done (Kahn, Yang and Kahn, 2010). I am also aware that it also reduce
the misinterpretation of the information because it does not travel from different platforms.
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Every one adopts different ways to improve their communication system but there are some
techniques which are among all of them. I should ask my organisation to provide communication
access to individual who are facing difficulties in this process. Organisation related to health and
social care settings have to make it notion that every barrier which are coming in the way have to
be addressed properly. After evaluation of that I will try eliminate or solve it from the beginning.
Staff will be given training and will also make them aware about the laws related to
communication. This will help them in knowing the ways through which they can do effective
communication (Levinson, Lesser and Epstein, 2010). I have to make it affirm that they should
develop the habit of listening. All the above mentioned things if done before would have resulted
in great communication. This will develop a new image of the organisation and help me in
maintaining relationships.
TASK 3
Any activities which are carried out in social and health care service are not possible to
carry without the use of software. Different software related word processing, spreadsheets,
presentations, internet, intranet and email can be used. They can track or monitor the activities
happening in the organisation through these tools. If they have to edit, create or modify any
document or file they can use word processing software (Kitson and et. al., 2013). Earlier when
technology was not that much advanced, hospitals use to write these documents through hand but
which made them prone. They sometime gets lost, gets tear and was hard to understand what was
written. But as the introduction of word processing software came, it became easy for
organisations to maintain the record of every patient. This is the most important software, as it is
easy to use and does not require much time as compare to the handwritten document. Any
calculation can be done through spreadsheet as it automatically calculate the data through
formulas, user have to just put the numerical information. When the theoretical and mathematical
data have to be presented they can use presentations which allow them to make a creative
document through visual presentation. It is observed that people better understand the picture in
comparison to what is written in the document which is too lengthy. Communication becomes
easy by this method or software. If a health centre wants to collaborate and communicate with
the organisation that is in different country or city, they can use internet. It empowers them in
meeting the standards and improves their services (Singer and et. al., 2011).
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Through presence on the internet gives users and the hospitals to communicate with each other
and could take advice of the doctors and counsellors. By the use of email they can share
information with each. They care also use telephones for communication and makes use of the
verbal transmission of the information.
Software related to information and communication technology might not have survived
till now if there would be no benefits of it. It has brought a lots benefit to the organisation that is
using it. Not only the organisation but the clients and staff worker has also gained some
advantages from it. Earlier when they were using hand written document they faced the issue of
errors in different areas. This has solved the problem and user gets accurate record and it is also
easier to use it. They can easily access the information in fraction of minutes which are stored in
this these software. If doctor or nurse wants to know the condition of the user it will be easier for
the administration to provide that information in quick time (Reeves, Macmillan and Van
Soeren, 2010). The health professional can now relax as this has made there job easy because
they know that this way is safe, easy and speedy. A regular monitoring of the information can be
done and they can meet new individual by this. It brings better communication and gives
independence to all. User from any part of the world or area can directly contact their
organisation and get necessary information which he or she wants.
They have to take care of the legislations while using ICT in health and social care
system. Personal information, medical records, treatment history are some information which
comes in these laws. Personal Files Act of 1987 states that personal information in context to
those data which are relate to social service can accessed. Medical Report Act 1998 gives access
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to medical reports in the case of employment and insurance. Under this act, client can also have a
look at the information before it passes away to another and can make changes if he or she want
to. Access to health records act of 1990 which is related to records which could be accessed
manually (Schulz and Nakamoto, 2013). The users or their representatives can access those files
either manually or electronically. To make sure that all the information of the organisation or the
data of the patients and staff should be limited to that place. Brining of new storage devices are
prohibited as anyone can steal the data from the computers or servers. They can leak the data and
use for their personal purpose which is illegal. Health and Safety at Work Act also called as
HASWA 1974 was came into the force in order to secure the health and safety of the individual
at work place. This also came to control the keeping and use of any explosive or any other
dangerous things at the work place. It is the duty of the employees to provide safe working
condition to their staff and other duties of people are described.
CONCLUSIONS
This is to conclude that poor communication in health and social care setting leads to lack
of trust and dissatisfaction in health professionals and workers. If they use different strategies for
communication certain barrier related to it can be reduced or eliminated. By following legislation
and code of practice a healthy relationship can be built between professionals and the users. It
also protects the rights of staff who are working there. Almost all the health and social care
organisations are using information and communication technologies to record manage and
monitor the data or information related to the system. It brings efficiency in the work and make
sure that there is proper delivery of healthcare services. In the agencies all the individuals who
are part of this system have a duty to understand the importance of effective communication and
take care of the users.
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REFERENECES
Books and Journals
Antheunis, M. L., Tates, K and Nieboer, T.E., 2013. Patients’ and health professionals’ use of
social media in health care: Motives, barriers and expectations. Patient education and
counseling. 92(3). pp.426-431.
Archer and et. al., 2011. Personal health records: a scoping review. Journal of the American
Medical Informatics Association. 18(4). pp.515-522.
Bennett, P., 2010. Risk communication and public health. Oxford University Press.
Brownson, R. C., Colditz, G. A and Proctor, E. K., 2012. Dissemination and implementation
research in health: translating science to practice. Oxford University Press.
Epstein and et. al., 2010. Why the nation needs a policy push on patient-centered health
care. Health Affairs. 29(8). pp.1489-1495.
Greene and et. al., 2011. Online social networking by patients with diabetes: a qualitative
evaluation of communication with Facebook. Journal of general internal
medicine. 26(3). pp.287-292.
Kahn, J. G., Yang, J. S and Kahn, J. S., 2010. ‘Mobile’health needs and opportunities in
developing countries. Health Affairs. 29(2). pp.252-258.
Kitson and et. al., 2013. What are the core elements of patient‐centred care? A narrative review
and synthesis of the literature from health policy, medicine and nursing. Journal of
advanced nursing. 69(1). pp.4-15.
Kreps, G. L and Neuhauser, L., 2010. New directions in eHealth communication: opportunities
and challenges. Patient education and counseling. 78(3). pp.329-336.
Levinson, W., Lesser, C. S and Epstein, R.M., 2010. Developing physician communication skills
for patient-centered care. Health Affairs. 29(7). pp.1310-1318.
Millar, R and Hall, K., 2013. Social return on investment (SROI) and performance measurement:
The opportunities and barriers for social enterprises in health and social care. Public
Management Review. 15(6). pp.923-941.
Moule, P and Hek, G., 2011. Making sense of research: an introduction for health and social
care practitioners. Sage.
Reeves and et. al., 2011. Interprofessional teamwork for health and social care (Vol. 8). John
Wiley & Sons.
Reeves, S., Macmillan, K and Van Soeren, M., 2010. Leadership of interprofessional health and
social care teams: a socio‐historical analysis. Journal of nursing management. 18(3).
pp.258-264.
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Schulz, P. J and Nakamoto, K., 2013. Health literacy and patient empowerment in health
communication: the importance of separating conjoined twins. Patient education and
counseling. 90(1). pp.4-11.
Shaw, S., Rosen, R and Rumbold, B., 2011. What is integrated care? An overview of integrated
care in the NHS. London: The Nuffield Trust.
Shim, J. K., 2010. Cultural health capital: a theoretical approach to understanding health care
interactions and the dynamics of unequal treatment. Journal of Health and Social
Behavior. 51(1). pp.1-15.
Singer and et. al., 2011. Defining and measuring integrated patient care: promoting the next
frontier in health care delivery. Medical Care Research and Review. 68(1). pp.112-127.
Street, R. L., Gold, W. R and Manning, T.R., 2013. Health promotion and interactive
technology: Theoretical applications and future directions. Routledge.
Swayne, L. E., Duncan, W. J and Ginter, P. M., 2012. Strategic management of health care
organizations. John Wiley & Sons.
Thompson, T. L., Parrott, R and Nussbaum, J. F. eds., 2011. The Routledge handbook of health
communication. Routledge.
Online
Effective communication skills in health and social care, 2016. [Online.] Available through:
<https://www.stonebridge.uk.com/blog/health-and-social-care/effective-
communication-skills-in-health-and-social-care> [Accessed on 15th June, 2017].
The impact of legislative change on the independent, residential care sector, 2017. [Online.]
Available through: <hhttps://www.jrf.org.uk/report/impact-legislative-change-
independent-residential-care-sector> [Accessed on 15th June, 2017].
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