Effective Communication Strategies in Health and Social Care Report

This report examines communication theories and their application in health and social care settings, focusing on a residential care home in Tower Hamlets. It explores the use of verbal and non-verbal communication, and the impact of cultural factors and values on the communication process. The report reviews methods for dealing with inappropriate interpersonal communication, analyzes strategies for supporting users of residential care homes, and discusses the benefits and legal considerations of using ICT in healthcare. The report also highlights the importance of organizational systems and policies in promoting good communication practices, and suggests ways to improve communication processes in health and social care settings. The report covers topics such as the Data Protection Act 1998 and the Care Act 2014, and it emphasizes the need for staff training and effective communication channels to ensure quality service delivery.

Communicating

Table of Contents
INTRODUCTION...........................................................................................................................3
1.1 Applying relevant theories of communication......................................................................3
1.2 Uses of communication skill which is used in residential health care home. ......................4
1.3 Reviewing methods of dealing with inappropriate interpersonal communication................4
1.4 Analysing strategies for supporting user of residential care home.......................................5
Task 2 ..............................................................................................................................................5
2.1 Explaining the way communication process is influenced by values and cultural factors. . 5
2.2 Explaining the influences and the impact of legislation charters and codes of practices.....6
2.3 Effectiveness of organizational systems and policies in order to promote good
communication practice..............................................................................................................6
2.4 Ways for improving communication process in health and social care settings..................7
Task 3 ............................................................................................................................................8
3.1 Use of standard ICT software packages to support work....................................................8
3.2 Benefits of ICT in health and social care in order to provide services to users....................9
3.3 Legal consideration on using ICT and impact on health and social care............................10
CONCLUSION..............................................................................................................................10
................................................................................................................................10
References .....................................................................................................................................11

INTRODUCTION
Communication is considered as a process through which an individual can exchange
information by speaking, writing or sending messages. This can be achieved into two for either
verbal of non-verbal. Under verbal communication proper use of words takes place in order to
exchange informations. Where under non-verbal informations are exchange using symbols and
body movements. ICT is used to provide reliability and safety in order to provide information.
These services are mainly considered in businesses and industrial sector. The present report is
based on the communication theories, methods that are involved for this process by using ICT
standards.
1.1 Applying relevant theories of communication
According to the given scenario, social care there are social care workers who are facing
problem related to communication skill at the time of providing health care to a culturally and
racially diverse at the residential care home in Tower hamlets. For solving communication
problem there are different communication theory which can be applied at residential care home.
Some of the theories are discussed below:
Pavlov's classical conditioning theory: This theory is begin with the idea that dog not need to
learn. For instance, dog do not learn to Act involuntarily at the time when they see food. Hence t
show the behaviour which can be changed according to the environment. In accordance to this
theory if there is less time betwixt responded and stimulus then more rapidly a conditioned
response could be developed (Barnard, 2010). On the other hand the unconditional response is
known as the event which is originally produces the natural response. At residential health care
home it is important that both service provider and user respondent frequently.
Piaget theory of connective development: This theory explain the development and nature of
intelligence of human being. This theory is reorganisation of a mental process which result in
growth of person according to age. This theory can be used at health and social care home where
services provider can be provide conductive environment in order to their growth and
developments. In this theory there are different stages which are very effective for development
of employees (Bryan, 2009). By using those stages training and development facility can be
organised so that diferent service provider can learn a lot from them

1.2 Uses of communication skill which is used in residential health care home.
In the residential care home there are different staff members are working. Further for
dealing with different patient all staff member need to learn different communication skill.
According to the given case in which different kind of communication skill are required that are
as follows:
Verbal communication; In verbal communication it includes words so that feelings can be
explained (Eales, 2013.). At the residential care home it is required that proper communication
take place between services provider and patient. Further there are different cultural and religious
services user came who do not cannot explain there feeling because of language barrier. At the
residential care home new employees are hired by manager whom communication skill are not
much effective. For this purpose training facility need to provide to them so that they can
effectively communicate with patient.
Non verbal communication: In non verbal communication all the feelings are not explained in
verbal form (Coghlan and Brannick, 2014.). Further it explained in the form of body language,
facial, pitch etc. some time at health care organisation situation take place that service user
unable to explain there feelings verbally. In such case services provider need to understand
patient problem by observing its expression and body language. New staff of residential care
home does not have effective communication skill due to which they are a unable to treat patient
who cannot speak.
1.3 Reviewing methods of dealing with inappropriate interpersonal communication
There are various range of method which can be used in order to deal with inappropriate
interpersonal communication. This all are discussed below:
Inappropriate language: Inappropriate language is that which lead to create obstacles at the time
of treating patient (Kovner and Knickman, 2011.). For instance if services provider use harsh
language in front of services user and and listened them and their problem. This lead to affect
services user and their family members. It is important for the services provider to listen them
carefully and treat them in well mannered instead of using harsh language in front of them.
Misinterpretation: misinterpretation is known as the assuming patient without listening or
analyse the situation from which individual is facing issues. For instance, if doctor assume that
patient had consumed alcohol is completely wrong. This assumption was made without
examining only seeing its condition is not right.

Further basic language and sign training is need to be give to staff members so that members. So
that service used can use their communication skill at the time of dealing with them. Use of sign
language help in understanding the emotions without communicating verbally. Further for
minimising the unnecessary barriers workers can appoint an individual for monitor each and
everything. For instance, a ward clerk of residential care home is given a task to check people
who are creating unnecessary disturbance which is disturbing patient and services provider.
1.4 Analysing strategies for supporting user of residential care home
At residential care home some staff members are hired in order to provide quality services to
services users. The main aim of health care home is to deliver quality services to patient and run
organisation effectively. For this purpose staff members need to be provide training and
development facility so that they can understood the importance of effective communication.
Language: Language is used in communication process must be formal at the residential care
home so that any patient of different culture of religious not face problem at the time of
communicating. Language used by services provider is not understandable by patient then it lead
to create obstacles in treatment process. Along with this residential care home can hire expert
who can transfer language because it make easy for the patient to deal with patient.
Communication channel: There are different communication channel which are very effective
for the patient and services provider (Lorenzi and Riley, 2013). There are different option
available for the communication that are face to face, through email etc. this all are available
and can be used by patient for communicating with doctor.
Message restructuring; Formal and informal message need to be dealt differently at care home as
per according to the situation. Through the use of computer generated data it become easy to
keep information of patient and provide prescription in written from.
Task 2
2.1 Explaining the way communication process is influenced by values and cultural factors.
According to the given scenario, Tower hamlet is a diverse Borough with people of different
cultural background and values which directly impact the communication at health and social
care home. There are different factor which impact communications are age belief and gender
etc. Ethics factors which can create problems in carrying out the operational activities of the
health care organisations (Miller and Rollnick, 2012). There are many evidence and clinical

reports of care home have prove that poorer social conditions is one of the main cause of health
inequality. Further ethical lead to cause language barrier and in a health care it is important that
people must communicate openly and freely. Apart from this psychophysiological factor also
lead to impact communication process at health and social care home. Sometimes, patients not
able to share there problem with medical staff due to physiological barriers. Communication
process can be affected by the gender difference it is so because some patient unable to share
information to health care professional of opposite gender (Christopher, 2016). This situation
take place in case of physical treatment of patient. Apart from this, staff member of residential
care home face issues at the time of providing treatment to people of minor age group.
2.2 Explaining the influences and the impact of legislation charters and codes of practices
There are different legislation and act which play significant role at health and social care home
that are as follows:
Data protection act 1998: According to this act the main objective is to provide guideline to
health and social care related to keeping personal data. In guideline information is provided
related to information which is processed fairly and lawfully (Coghlan and Brannick, 2014.). All
the information provided by patient must be kept safely and securely. According to this act
Residential care home need to keep all its patient reports and records safely and securely.
Care act 2014: One of the main objective of this act is to provide provision related to law in
order to support adults. According to this act provision is given to adult from any misbehaviour
and neglect. at health and social care home not staff member can treat its patients rudely or
misbehave with them. If someone do this then strict action can be taken by management for the
misbehaviour.
2.3 Effectiveness of organizational systems and policies in order to promote good
communication practice.
There are various factors that play important role in achieving effectiveness of
organizational systems and policies for good communication practice. Through developing
various types of communication practices such as:
 Oral communication practices: Usually organization involve oral communication
practices. In which informations are represented in the form of word by mouth is known

as oral communication. Conversation between individuals are considered under this. This
provided as direct interaction methodologies, therefore it is temporary.
 Written communication practices: Under this communication method informations are
represented in the form of words by writing. This methodologies is effectively considered
in business world. Because most of the work takes place in the written format.
 Gestures: They are considered under non verbal communication. In which instead of
words body is involved and communications takes place by doing actions. They involve
movement of hand, face and other parts for communication.
 Electronic communication: This field is mainly focused on the electronic devices for
processing, storing and transfer of information.
Communication is considered as a major issue for future development because this affect every
field such as health care and social care. The major objective behind improvisation of this
technique, because it help in developing and maintaining relationship between client and
supplier. Therefore it is recommended to improve open communication by involving interaction
and participation of individual into various activities that are organised at different periods of
time. Various activities are organized at Residential Care Home in Tower hamlets in oeder to
promote communication through ICT services. Information Communication Technology(ICT)
use to provide reliable and safe communication services. They are mostly preferred by
businesses and industrial sector because of safe and reliable services provided by them.
2.4 Ways for improving communication process in health and social care settings.
Communication plays important role in both health as well as social care. Effective
communication is required for improving relationship between client and service provider. As
per the research conducted by researcher, people who are using various health and social care
services have more information comparison to those who do not use. In today's scenario
communication and information technology has changed health and social care services
completely. Through ICT complex problems are replaced by professional solutions through this
considerable improvement can be measured into health related services. Usually, communication
is considered in the health and social care field for providing services on the basis of speaking
their problem. Along with this ICT is playing major role in recreating this process and making it
more effective and efficient. Along with verbal, non-verbal communication also plays a
significant role in health care because various information are represented in the form of aids,

posters and signed language. And under verbal communication different notices that are present
on the wall of hospitals or pamphlet and broacher that contain information are considered under
communication of health care services (Kovner, and Knickman, eds., 2011). Along with verbal
and non-verbal form of communication individual should be aware of various culture. Because it
vary form one culture to another. To understand this in more effectively individual should be
aware of culture so that during process of communication. In order to make the process of
communication effective and complete. Along with good communicator an good listener is also
require so that whatever information is being communicated can be understand by reviver. Some
time confidential and personal information is communicated among different person in that case
it can cause danger for individual. So in order to avoid this proper channel for communication is
involve therefore misuse of information can be stopped. Various activities are organized at
Residential Care Home in Tower hamlets such as verbal, non-verbal to improve communication
process among halth and social care by making use of ICT standards.
Task 3
Ppt included.
CONCLUSION
On the basis of above information conclusion is drawn as communication is considered s
an important issue in order to express ideas and information to others. By using verbal and non-
verbal communication can be takes place. In order to make communication process successful
ICT provided certain standards on the basis of verbal and non-verbal communication (Lorenzi,
and Riley, 2013). Along with this various steps are considered in order to improve this process.
And ICT standards uses are considered such as they are providing health and social care services
such as by providing information into the stored format along with this user can access these
services through online sources.

References
Books and Journals
Barnard, A., 2010. Key Issues in Health and Social Care: A Companion to Learning. Routledge.
Bryan, K., 2009. Communication in Healthcare. Peter Lang.
Coghlan, D. and Brannick, T., 2014. Doing action research in your own organization. Sage.
Collins, S., 2009. Effective Communication: A Workbook for Social Care Workers. Jessica
Kingsley Publishers.
Eales, M., 2013. Communication in Health and Social Care Workbook. Independent Publishing
Platform.
French, J., 2010. Social marketing and public health: Theory and practice. Oxford University
Press.
Kovner, and Knickman, eds., 2011. Jonas and Kovner's health care delivery in the United States.
Springer Publishing Company.
Lorenzi, and Riley, 2013. Organizational aspects of health informatics: managing technological
change. Springer Science & Business Media.
Miller, and Rollnick, 2012. Motivational interviewing: Helping people change. Guilford press.
Online
Communication [Pdf]. Available through:<http://study.com/academy/lesson/what-
is-communication-definition-importance.html> Accessed on 30th May
2017].