Analyzing Communication Strategies in Health and Social Care Contexts

This report provides a comprehensive overview of communication in health and social care. It begins by exploring relevant communication theories, such as humanistic, behaviorist, cognitive, social learning, and psychoanalytical theories, and their application in healthcare settings. The report then delves into the essential communication skills needed in health and social care contexts, including written, listening, verbal, and non-verbal communication techniques, and discusses the purpose of communication in these settings, such as giving information, record-keeping, monitoring, and decision-making. It also addresses methods for dealing with inappropriate interpersonal communication, including barriers like inappropriate language and messages. Furthermore, the report examines how values, culture, legislation, and organizational policies influence the communication process and suggests ways to improve it. Finally, it explores the use of ICT software packages to support work in health and social care, highlighting their benefits and addressing legal considerations. The report aims to provide a detailed analysis of communication strategies and their impact on health and social care practices.

Communicating in Health
Social care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Relevant theories of communication to health and social care context ...............................1
1.2 Communication skill in a health and social care context......................................................3
1.3 Methods of dealing with inappropriate interpersonal communication between individual in
health and social care settings....................................................................................................5
1.4 Use of strategies to support users of health and social care services with communication
need.............................................................................................................................................5
TASK 2............................................................................................................................................7
2.1 How a communication process is influenced by values and culture factors ........................7
2.2 How legislation, charters an code of practices impact on the communication process........8
2.3 Effectiveness of organisational system and policies in promoting good communication....9
2.4 Ways of improving the communication process in health and social care settings ...........10
TASK 3..........................................................................................................................................11
3.1 Use ICT software packages to support work in health and social care ..............................11
3.2 Benefits of using ICT in health and social care for user of services...................................12
3.3 How legal consideration in the use of ICT impact of health and social care .....................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
In this modern era, people are more concern about their health and safety. For this,
several health and social care organisations provide their own contribution to maximise living
abilities of an individual. In this employees of health care sector needs to analyse issues and
problems of their clients to provide them effective services and treatment properly. In this
procedure, a effective communication play a most important role that helps to develop positive
relation with management, patients, families and peers. Through this, an individual can easily
analyse proper information on the based of their requirement and need. In health and social care
sector, communication play a most important role to monitor someone's health issues, problems
and requirement. In different organisations, management conducts training session to maximise
communication skills of their employees (Glasby and Dickinson, 2014). Main objective of this
procedure is to build positive interaction with others to provide them appropriate services easily.
This project is determine theories of communication, Methods of dealing with inappropriate
interpersonal communication between individual in health and social care settings,
communication process that influenced by values and culture factors and impact of legislation,
charter and codes of practices on effective communication. It also includes organisational system
and policies in promoting good communication and Ways of improving the communication
process. At last it determine Uses and benefits of ICT software packages to support work in
health and social care as well as legal consideration in the use of ICT.
TASK 1
1.1 Relevant theories of communication to health and social care context
In health and social care sector, communication play a most important role. Through this
health care employees can easily analyse their patient's need and want to provide them
appropriate services easily (Brach and et. al., 2012). There are different theories of
communication are given below -
Humanistic theory (Maslow's need Hierarchy)- In health and social care sector, this
theory determine several aspects that are based on human requirement and need. As in the case
of Estrella, she wants a positive conversation with someone who can talk about her day to day
activities. Person who suffering from dementia is required proper treatment and care. Maslow's
need hierarchy represent such factors properly -

 Physical - For a person who is suffering from any kind of disease is requires to fulfil their
all physical needs as Estrella is suffering from Dementia, in which she wants to proper
health care treatment to recover from it soon.
 Security – Estrells is suffering from a problem in which she wants proper security to
manage her activities in effective manner. In this process, she can take proper treatment
from health care executive.
 Social – For a disable person, it is require to get proper love and care from each every
one. In this process, it is require to provide them proper attention without any partiality to
maximise their health level easily (Ginter, Duncan and Swayne, 2014).
 Self Actualisation – Family and friends of a person are play a most important in an
individual's life. It is their responsibility to make them feel worthful to improve their
health by such self actualization.
Behaviourist Approach: Here approach of Skinner's is analysed in present task which is
recognised as well known behaviourist. The basic theory which is provided by this behaviourist
includes the idea about the fact that learning is known as the function of change in overt
behaviour. The theory which is provided by this behaviourist is known as operant conditioning.
The concept of this theory provides the information about that organism can emit
responses, instead of eliciting response due to external stimulus.
Cognitive theories – This theory is basically used to analyse individual's incredibility for
processing information in effective manner. Cognitive learning is basically used to analysing
mental process of a person. As per the case of Norah, who is 75 years old widow and suffering
from Dementia. She is the kind of individual who wants her breakfast in her bed when she awake
in morning. So for this, it is require for her care taker and family to accomplish her need to make
her happy in each situation. Through this, they can make her feel happy by providing whatever
she want.
Social Learning theory- Each and every individual is learn different ideas, creative
thought and many other things from social activities. In the case of Aelfric, who has been
diagnosed with dementia is find difficulty to participate in different social activities. For his
better treatment, it is require to make him attend in such social act, so he can become more
comfortable in such environment and gets cured easily. In this procedure, social learning theory
helps to maximise his confidence level and build a friendly behaviour in a human nature for

others. By using such theory and approaches, care taker of Aelfric is easily build social learning
factors in him for positive treatment (Gunster, 2017).
Psychoanalytical Theories - This theory is basically determine personality of an
individual in which they feel conscious to express their thoughts and ideas in front of others.
Main objectives of this theory is to repressed emotions of that kind of person to make them
comfortable easily. As in the case of Minika, who is find difficulties in learning and having
limited speech skills. For her, it is require to communicate in a polite way to identify issues and
problems in effective manner. Through this theory, a person can easily identify clients issues and
their needs to provide them appropriate services easily.
1.2 Communication skill in a health and social care context
In health and social care sector, communication skill play a most important role in order
to maximise positive interaction with clients as well as patients. Some of the health and social
care organisation conducts training session for their employees to enhance their interpersonal
skills to communicate positively with each individual. On the bases of positive conversation,
they can easily analyse issues and needs of patients to resolve them through effective manner. In
this process, employee of health and social care sector can use different techniques as -
 Written – This is a most effective procedure which is basically uses to keeping record in
effective manner. For this, employees needs to use a formal way to manage all the
activities in written (Straus, Tetroe and Graham, 2012). This communication techniques
is very useful for doctors, patients and other staff members to keep record of patients
informations, issues and prescription as well.
 Listening – This is a impactful process for seniors of health care sector in which they
listen issues and problems of their clients to provide them proper treatment. This is a
most impactful procedure for health and social organisation. These are the most effective
and impactful process that basically uses to gathering information and collective data.
 Verbal – In health and social care sector, employees should have to be skilled and
experienced who can easily analyse issues and problems of clients and services user.
This is a most important communication techniques that always used to build proper
connection with others. In this sectors, verbal communication is helpful for doctors,
nurses and surgeon to analysing disease and issues.

 Non-verbal – These communication can be determine in graphical form to analyse
information related to specific disease and internal issue. For this, health care
organisations uses different methods and equipments as x-ray and further digital
machines (Courtney, 2013).
Purpose of communication -
 Giving proper information- Information should be flow in the language which can be
understand by receiver. Use of difficult words should be avoided so every person in the
process can interpret. Information can be passed through oral and written way. In health
sector, if person not able to convey his problem properly to Doctor than how can he or
she make his treatment here needed proper communication. In society people get linked
only when they able to understand each other sayings (Abrams and et. al., 2012).
 Record keeping- It a type of written communication. Record is the thing if person not
get the opportunity or time to tell their side or story than it can be understood by seeing
the data or written history. In health, most diagnostic decisions come from the history
taken at the interview,patients visit doctor not able to tell back health story due to not
understanding or the time then old reports inform about further process. In social, person
not every time remind about the last expenditure on monthly or weekly grocery it can be
known through bills every time they collect.
 Monitoring - Its type of non verbal and listening communication. Monitor refer to
observing. Person need not to tell generally doctor what is happening on their body
expert can understand simply by just checking and seeing this happen mainly in the case
of allergies. In society person nature can be understand by way of talking, looking
things,walking,through facial expression all these things is done by listening and
watching particular person (Szmukler and Rose, 2013).
 Decision making- Decision can be make by viewing written past records and it can also
be done by oral discussion with the persons. In health industry to know the growth of the
business past statement can help in the future development related decision.
Key terms of communication -
 Empathy – These kind of communications are basically uses to understand emotion and
feeling of each individual. Major used of these communication is to analyse issues of
those person who feel shy to talking about their disease and problems.

 Symbols – In this communication mode, conversation is held on the bases of item, image
or something else to represent ideas and thoughts easily.
 Formal communication – These types of terms are basically use n official purpose to
manage meaningful conversation between sender and receiver. All these procedures are
manageable and impactful.
1.3 Methods of dealing with inappropriate interpersonal communication between individual in
health and social care settings
Inappropriate interpersonal communication skill – This is most specific process which is uses
to exchanges ideas, feelings and messages on the bases of verbal and non-verbal communication
methods. This method is not determine that what is said to others but also the gesture of sender,
facial expression, language, way of talking and conversation words as well. It is a face to face
communication method that elaborate messages and information to each other in direct manner.
For ex., the different aspects which are covered under inappropriate interpersonal
communication includes yelling, threatening, body language, rude behaviour, abusive language
etc.
Barriers to communication -
 Inappropriate language – For a effective and impactful communication, it is required to
use appropriate language that describe proper messages to receiver. In health and social
care sector, these kind of barriers impacts overall communication procedure between
service provider and receiver (Street, Gold and Manning, 2013).
 Inappropriate messages – It is a most important factor which is consist proper
information for communication. These messages should have to be clear and meaningful
that assist to represent sender's emotion and information in a proper way. Inappropriate
messages can maximise misunderstanding and conflicts.
 Breach of confidentiality – In health and social care organisations, some communication
methods are basically uses to create confidentiality. Ineffective and inappropriate
communication can breach confidentiality in health and social care sector. So for this,
employees should have to use effective methods and modes to create higher
confidentiality. Written communication is also a most specific method that helps to
manage proper record and its confidentiality (Dy and Purnell, 2012).

 Breach of trust – A positive Communication always helps to build trust and positive
relation between different individual. This is a most effective methods that is basically
uses communicate ideas and thoughts to each others. Inappropriate communication form
gap in trust and relation between sender and receiver.
Different methods used to deal with inappropriate communication
It is important for organisation is to adopt adequate measures which provides the
opportunity to effectively deals with the measures which causes inappropriate communication.
The point which helps in promoting effective communication is defined below:
Promoting effective communication: It is the duty of manager of organisation is to
promote effective measures which helps in improvement of communication. This will provides
the opportunity to maintain confidentiality of information.
Measuring effectiveness of interpersonal communication: The aspects which provides
the opportunity is to effectively measure the communication includes listening, monitoring
verbal feedback attained from observer. This will provides the opportunity in the process of
removal of unwanted aspects which effects communication process.
1.4 Use of strategies to support users of health and social care services with communication need
In health and social care organisation, communication play a most important role in order
to provide appropriate services to clients and disable person. On the bases of effective
conversation, service provider can easily analyse patient's issues and their problems to provide
them proper treatment easily. There are Areas of communication by the uses of specific
strategies are given below-
 Disability – In health and social care organisations, communication play a most important
role. For instance, if a person is disable and suffering from any disease then doctor can
use facial expression, sign language and can use visual conference to communicate with
them properly and understand a disease by providing them proper treatment in effective
manner. This will help them to know about a disease to a disable person (American
Speech-Language-Hearing Association, 2016).
 Literacy – This includes the literacy level of an individual that how they would know
about the current affairs. It involves specific material to communicate with them and get
able to know about the topic. Using authenticated information at the time of

communicating with a literate person. An information should be related to a in a specific
so that a client may able to understand it properly.
 Language – In health and social care sector, it is require to use most familiar and
meaningful language to communicate properly with services users and patients. A
language can be distinguish for a normal and disable person that should have to be
effective and impactful. In this procedure, employees of health care industry needs to use
such languages as symbols and Makaton for disable person as well as positive verbal
communication for others.
 Gender – In health and social care organisation, it is require to provide appropriate
treatment and service to patients without any partiality and complexity. In this case it is
important to keep confidentiality of records to each individual about their disease and
issues. On the base of NHS act 2006 under the section of 251 employees of health and
social care sectors never used disclosed information about gender of the services user and
their personal issues as well as information (Liaw and et. al., 2014).
 Critical situations – It is all depends on a situation in which an individual suffer from as
psychological and physiological problems. By taking above example, if a patient's
condition is critical, therefore doctor should have to use a effective communication
method to collaborate with them and their family members easily. In this situation, they
can use gesture, facial expression and impactful language for communication.
 Remote location – It is required that health care services are provided to different
locations on the bases of clients requirement. In this procedure, effective communication
play a most important role in order to analyse highly affective areas.
 Culture – For service provider, it is require to analyse culture of their clients to provide
them appropriate services easily. In this process, communication play a most important
role in order to understand cultural values and beliefs.
Communication strategies -
 Facial expressions and gesture – This is a most effective communication method in which
an individual can easily communicate with other through their facial expression and
gestures as well.

 Picture and symbols- In some special case, health care organisations takes helps of
symbols and picture to communicate easily with their clients. This is a most expressive
way of conversation.
 Specific techniques – In health care sector, services providers faces lots of difficulties to
communicate disable clients so for this they uses some specific techniques to understand
their issues and problem easily.
 Videos and practical demonstration – This is a most advance technique in which service
provider explain their ideas and thought through videos and presentations. Through this,
they easily provide particular information to others about specific disease and research.
 Language and cultural interpreters – Language and culture can be a barrier in
communication process. So in health care organisation, it is required to hire a language
translator who can easily interpret conversation between two service provider and clients.
 Augmentative communication – These type of communication method are basically uses
in some special cases in which service user can be blind or deaf. So for this, service
provide communicate with them through Auslan and Makaton symbols.
TASK 2
2.1 How a communication process is influenced by values and culture factors
In this defined that communication is very helpful and most important components for
every business organisation in each sector. It is related with language of people which are
different as per their culture and counties as well. It is directly related with culture and values of
every individual within an organisation. Therefore, it can be analysed that the values and cultures
defines the norms and beliefs as how they give respects to the others beliefs, viewpoints and
opinions regarding particular topic so that effective communication process can be formulated in
an effective manner (Purnell, 2014).
Culture: It may be considered as the people's way of life as well as how they do
something as per their culture. Different group of people have different cultures. In this included
various components such as values, beliefs, behaviours, languages, apparels, fine and arts and
attitudes of the people as per their culture.

Values may be concern with any importance of some things or actions for the purpose of
finding the best ways for living through different actions in more effective manner. It generally
defines the actions including objects as well as putting values to them as well.
They both play vital role ins making an appropriate communication process as if it is not
effective than it can hamper the procedures of communication at large scale. As per the case
study, it can be said that every people follows their culture and values which are different from
each others (Knott and Scragg, 2016). It can create discriminations due to cultural differences
which are based on caste, gender, sex, religions and people's behaviours so it also impacts on the
communication process at several ways. As per the given case study, it can be examine that
Muslim community people prefer HALAL foods rather than other just because of cultures so it is
necessary to understand their preferences and provide them better quality of services for their
satisfactions. This must be considered in the health and care centres as they can observes patients
culture as well as sub culture so that they can improve their health issues or problems. On the
other side, Hindu prefer VEGAN foods so they do not consider any halal or kosher that should
also requires to
NHS is using various process of communication for providing appropriate informations
so that every individual feel ethical and good by avoiding the thinking of discriminations within
the firms.
2.2 How legislation, charters an code of practices impact on the communication process
Legislation is the appropriate set of laws which has been develop and made by authorities or
house of parliament, it is operating and regulating how people can improving and surviving their
life and also determine effective policies in given framework. Such type of factors are high
impact in shaping the communication process and activities of people in health and social care.
An instance, Data Protection act 1998 control and regulate how a person getting accurate data
and information which can be used by an enterprise, government or business. The essential legal
data can be impact on that way where they can easily interacting with their service user properly.
Confidentiality is that law which determine that information provide through computer,
paper, audio, video recorded that does not discovered to any one without in the context of
patients (National Academies of Sciences, Engineering, and Medicine, 2016). As a healthcare
worker, they need to follow four requirement which help in protecting the patients data and
information, informing the patients on how such data and information is going to be used. As a

nurse, doctors or healthcare assistant which provide services user appropriate right which assist
in finding out accurate information and data for government and other company in proper
manner.
Along with this, health care professional has been aware about such data protection act. A
health care worker and professional main duty is to obey the legal laws for encouraging,
maintaining good or effective safe working practices and exercises which promote respect,
dignity and choices toward others. The above described legislation, code of conduct and charters
assist in avoiding discrimination and abuses. Therefore, these factors will help in effectively
processing the communication in health and social care setting that assist in developing or
formulating best quality services or facilities in proper way (Maslach and Jackson, 2013).
In addition to this, poor and low understanding or evaluation of laws that can lead
towards discrimination and disempowerment of such service user which provide accurate result
in an organisation which are getting bad goodwill and for an enterprise for closing down. For
evaluating and understanding the effective codes, law, rules and charters that will directly affect
that health services can be delivered to the common public. As a healthcare worker and
professional, they required duty or responsibility is to obey the laws and motivate, maintaining
good safe working practices that boosting towards appropriate quality, esteem and dignity in
proper manner (Fine and Beck, 2015).
2.3 Effectiveness of organisational system and policies in promoting good communication
Health and social care used ICT (Information and communication Technology) which is help in
developing, managing and supporting of ICT infrastructure in health organisation that includes
email, personal computers and mobile interactions or communication in better manner with one
person to another. There are various policy under Ashleigh Court Rest Home that are described
as follows:
 Whistle Blowing Policy – This is that document which has written for complying with
Public Interest Disclosure Act, 1998 that was introduced for protecting staff members
about wrongful work or task. The impact of this policy is directly on the reputation of
Ashleigh Court Rest Home, other staff members, residents, visitors and any other
enterprise and connected with an individual. The policy outline effective communication
and openness of commitment in better manner.