Effective Communication in Healthcare

This assignment delves into the crucial role of effective communication in healthcare settings. It examines different types of communication, including verbal, non-verbal, and written, highlighting their significance in patient-centered care. The analysis draws upon scholarly research and practical examples to demonstrate how effective communication fosters trust, improves patient understanding, and enhances overall health outcomes.

Communication in
Health and Social
Care

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2 ...........................................................................................................................................8
2.1 Explain how the communication process is influenced by values and cultural factors.. .8
2.2 Explain how legislation, charters and codes of practice impact on the communication
process....................................................................................................................................9
2.3 The effectiveness of organisational systems and policies in promoting good practice in
communication.....................................................................................................................10
2.4 Ways of improving the communication process in a health and social care..................11
TASK 3..........................................................................................................................................11
3.1Access and use standard ICT software packages to support work in health and social care
..............................................................................................................................................11
3.2 Analyse the benefits of using ICT in health and social care for users of services, care
workers and care organisations............................................................................................12
3.3 Analysis of how legal consideration in ICT impact health and social care....................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Communication play an important role in our day to day activities as through this people
can exchange their information with one another. In the health and social care organisation,
communication is a key to success as through this they will be able to know about the needs of
their customers. Through this, care workers can provide quality services to their patients so that
they can get recover on time. Through verbal, non verbal and written, people can exchange their
views and ideas with each other (Reeves and et. al., 2011). Service providers of an care centre
has to use some of the skills so that they can build their relations with their services users.
Present report is based on the case studies of health and social care organisations that how
communication can effect their services. In this context, report explains the different theories of
communication and skills that are required in an individual. Along with this, it explains the
factors such as value, culture, acts that affect the communication process of an organisation.
Further, it explain the benefits of ICT software package that are helpful for the health and social
care organisation.
TASK 1
Covered in PPT

TASK 2
2.1 Explain how the communication process is influenced by values and cultural factors
Communication is a process that is used by the employees of an organisation in order
communicate with their patients in an efficient manner. If student nurse effectively communicate
with their patient than she can identify the need of their service users. Through this, the service
provider will be able to offer quality services to their patients. This process is linked with the
values and cultural factors that are adopted by an enterprise in order to provide the quality
services to their services users (Antheunis, Tates and Nieboer, 2013). As per the case study, there
are different people who came from different places so staff members of care centre have to
adopt their values and beliefs in order to provide them quality treatment. Some of these factors
are:
 Demographic variables: These variables are related to the age, sex , gender and so on.
When workers of health and social care organisation communicate with their service
users then they have to consider these factors. The values and culture of an individual is
different as per their age and experience so when an employee communicate with the
other members then they have to respect their values.
 Social class: This is a factor that highly affect the communication process at the health
and social care centre (Sheldon, 2011). So, in order to ensure an effective communication
the service provider has to communicate with their other members so that they can
maintain their social status.
 Religion and region: Sometimes, discrimination at the workplace can also affect the
communication process in an efficient manner. Due to these kinds of discrimination,
people will not be able to communicate with each other in an efficient manner. So, health
and social care enterprise should not hampered the values and culture of other people. For
this, they have to follow some of the laws so that their overall rights can be protected.
 Education: This is an another factor which affect the communication process of an
individual as through this their overall performance is get affected. If people are highly
educated then they know about the different culture and values of different places. The
student nurse has to attend their patients in an appropriate manner so that their needs and
demands can be fulfilled.

 If people of the hospitality industry will not give respect to their each other then due to
this an effective communication will not get established between the people (Greene And
et. al., 2011).
2.2 Explain how legislation, charters and codes of practice impact on the communication process
There are some of the legislative laws, rules and regulations that are made by the
government. These acts have to be followed by all the organisations so that they will be able to
ensure the smooth functioning at the workplace. Along with this, there are some code of
practices that have to follow by all the staff members so that they can lead their enterprise
towards right direction. The service providers of the health and social care centre has to follow
all code of practices in order to maintain the status. Some of these acts are:
Equality act, 2010: This act is made by the state government in order to treat their
employees in a fair manner. These can be related to the salary, culture and values. Through this
law, the hospitality industry will be able to protect the rights of an individual and prevent the
discrimination (Epstein and Street, 2011). The satisfaction level of all workers is get increased
and they will be able to perform well in an efficient manner.
Data Protection act, 2003: This act is related to the data and information of the
customers that the organisation store at the time of services. So, the manager has to use the
software in order to protect the data so that no unauthorised user will be able to access the data.
This can also affect the communication process that took place between the service users and
service provider. Further, the health and social care organisation can secure the confidentiality of
their data so that they can improve their growth in the market as compare to other competitors.
Discrimination act: Equality law can protect the discrimination at the workplace and
they will be able to secure the rights of individuals. Through this act, health and social care
organisation will be able to protect the sex discrimination and they will provide equal
opportunities to all the members of an enterprise.
These acts and laws can affect the communication process that is placed between the staff
members and service users of the care centre (Kitson, A. and et. al., 2013). Along with this, they
have to follow these regulations so that all patients will be able to get the quality treatment.

2.3 The effectiveness of organisational systems and policies in promoting good practice in
communication
Good communication practices have to be followed by the health and social care
organisation so that overall effectiveness can be achieved and trust can be build among all the
employees. As per the case study, mentor has to adopt some of the ways in order to improve the
communication process at the workplace. Through this, they will be able to accomplish their
objectives and provide quality services to their patients. Along with this, they can use an
effective system and procedure in order to access the data so that they will be protect their data
from the outsiders. The health and social care organisation can use advanced technological
system such as computers so that they can enhance their services. Through this, care workers can
attend their users in more efficient manner. For example, some of the software such as ms-access
and SQL in order to store their data so that more effective strategies can be formulated as
compare to other rival firm.
The health and social care can use a particular structure at their workplace so that they
can manage their activities or operations in an efficient manner. Here, the enterprise can follow
functional strategy in which they can manage their every functional areas in an efficient manner
and they will be able to accomplish their objectives (Care Quality Commission, 2012). Along
with this, they can follow some of the strategies in an ethical manner or on the basis of the code
of practices so that they can achieve success in the market in right direction. As per the given
case it will become easy for the mentor and student nurse will be able to enhance their core
competencies so they handle their users by providing them care. For this, manager of the
organisation can follow some of the practices such as:
 Data protection: The care centre can use some of the software in order to protect the data
and information at the safe place. Along with this, they can also retrieve the information
in future so that their goals can be achieved. They can also share data with their
shareholders so that they can achieve success in the market.
 Ensuring dignity and rights: The manager has to create a safe environment at their
workplace so that their they can ensure the dignity at the workplace. By following all the
rights and laws, the higher authority can prevent the discrimination and protect the rights
of all individuals. Through this, the overall performance of an enterprise get improved in

an efficient manner. In this manner, service provider will be able to behave well with
their patients.
2.4 Ways of improving the communication process in a health and social care
There are some strategies can be used by the health and social care organisation and
through these they will be able to improve their communication process at the environment. On
the basis of these ways, student nurse can communicate with their patients and through this she
will be able to identify their needs. Some of these strategies are:
Feedback: The staff members can give feedback to each other on the basis of their
behaviour aspects. Through this, they will be able to get the reviews of their performance and
their attitudes. By getting this kind of feedback from mentor, the performance of student nurse is
get enhanced. Along with this, feedback form can also be filled by the service users for their
respective attendants (Korda and Itani, 2013). On the basis of these, relationship among all the
workers can be improved and their relations with their patients can be enhanced.
Training and development: Training and development can be provided to the people of
the organisation for new machinery and equipments. Through this, all staff members will be able
to provide quality services to their services users so that their overall satisfaction level can be
increased. These sessions give a positive impact on the communication process and through this
they will be able to know about the issues of their customer. As per the given case, it will be
beneficial for the care centre and their overall growth can be improved.
Relationship building sessions: The manager of health and social care organisation can
conduct relationship building sessions at their workplace so that overall trust can be build
between all the staff members. Through this, trust and relations can be enhanced between all the
people at the workplace. Along with this, they will be able to deal with their patients in an
efficient manner so that quality treatment can be given to them.
TASK 3
3.1Access and use standard ICT software packages to support work in health and social care
In modern years, health and social care has modified in new forms of transcription and
monitoring. It includes the use of information and communication technologies in there centres
to develop the numbers of clients (Rigby and et. al., 2011). It is compulsory for patentors to use
new technologies that able to communicate and interact with new people. These software are

helpful in keeping a patients medical record very safety. ICT helpful in established to healthy
relationship with among service providers and service users. ICT is related with transaction of
information and exchanging assessments with other health and social care professionals. It is not
a time saving instrument, because sometimes assessments become more formalized and they are
helpful in increases the information, which is demanded by a workers. These are some ICT
software packages, that support health and social care work:-
Information retrieval :- There are so many information retrieval techniques available in
market, by which , workers can easily identify the problem of patient. These techniques helpful
in captured technical data. It includes all electronic devices such as video chat messaging, SMS
etc.
Spreadsheet :- Spreadsheets are useful in saving data of clients, because there is lots of
data of many clients. Health and social care workers are not able to keep this data and
information in mind for a very long time period. With the help of spreadsheets, anyone worker
can easily find out the information and health issues for old clients. This is also helpful in
providing, that how to treat that type of person. Here, his\her all history is maintained.
Word processing:- this kind of techniques, increases efficiency and effectiveness in
health and social care centres. It also increases standard of H&S cares and established flexibility
in their work (McCormack and et. al., 2011.). ICT techniques also develops the quality of
services of health and social care and they also supporting the resources management. It is an
electronic variation of a person's medical history.
3.2 Analyse the benefits of using ICT in health and social care for users of services, care workers
and care organisations
There are positive impacts of using ICT software in health and social care centres:- Increases numbers of clients:- If an health and social care department uses ICT
techniques, it can automatically increases the numbers of customers. Because in this
modern era, every one is well knowing about technology, so he\she also wants to be
treated technically. Because it gives the customers, the actual report of their health. If an
health and social enterprise is using it can develops innovative ideas of among service
providers. And they can be more interested in their services. Details can be accessed easily:- With the help of ICT software details of the patients can
be easily accessed by the care workers, that means it helps in the effective management

of the patients report and the better treatment can be given to them. Better analysis of the
report can also be done with the help of ICT software packages (Siminoff and Step,
2011). It will also help in the faster access of the details. Helps in training:- ICT software package also helps in the maintaining the record of care
workers or employees , that will eventually help administration and management in
delivering better training to the care workers regarding their communication skills and
behaviour with the patients. Helps in full filling needs:- ICT software is not only helpful for organisation or workers
but it is also helpful for users. It helps users in full filling their personal and individual
needs successfully. Users can maintain their information in a proper manner with the help
of ICT software and thus can fulfil their needs.
 Helps in communication:- With the help of ICT software packages, better
communication can be done in the health and social care organisation. It helps in the
effective and efficient communication between the workers of the organisation, that
increase better communication with patients also and give positive impact on patients.
3.3 Analysis of how legal consideration in ICT impact health and social care
Legal considerations in ICT also impact on health and social care organisation. Various
impacts can be like on Protection of data (Union, 2014.). Protection of data aims at the protection
of owners data. This tells that how the data can be stored and used by the users or owners, so that
they can complaint about it if their data is being misused. It consist of several points that includes
personal data processing should be limited, fair process should be there for personal data,
personal data should not be in excess amount, it should be updated on time and should not be
transferred anywhere else. Such things needs to be maintained in the Act of Data Protection that
impact the health and social care organisation.
Another legal consideration that impact health and social care settings are health and
work safety. Everyone who is working should be careful about the safety and health at the
workplace so as to work effectively and with full efficiency. Employees or workers should be
careful about themselves and also for the patients. People who are working with the system or
with technologies should be extra careful while working in the organisation. Working on
computers and systems are sometimes dangerous for the workers that may affect their health
badly, so these health and safety measures should be taken by the care workers. They should also

be aware that they are not using any dangerous element and if it is important to use that the extra
precaution and care should be taken by the workers for their safety (Lapkin, Levett-Jones and
Gilligan, 2013). These legal considerations in ICT impact the organisation of health and social
care, so the safety measure should be taken by the workers to improve health and safety.
CONCLUSION
From the above mentioned report it can summarized that an effective communication
should be their between workers and service user. For this, they have to use some of the skills
such as verbal, non verbal and written. They will be able to attract number of service users
towards their innovative and quality services. Health and social care organisation can use
feedback, training, relationship building sessions in order to improve the communication process
at the workplace. Further, the industry can use ICT software such as spreadsheet, word
processing, database in effectively manage their overall operations. Through this, the firm can
store their data from unauthorised users.

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Online
Effective communication skills in health and social care. 2017. [Online]. Available
through:<https://www.stonebridge.uk.com/blog/health-and-social-care/effective-
communication-skills-in-health-and-social-care>. [Accessed on 7th April 2017].
Types of Communication: Verbal, Non-verbal and Written. 2017. [Online]. Available
through:<https://blog.udemy.com/types-of-communication/>. [Accessed on 7th April
2017].