East End Computing College: HND Communication Report - Unit 1

This report examines communication in the health and social care sector, focusing on the National Health Service (NHS) in the UK. It explores the uses of communication skills, including verbal and non-verbal methods, and the importance of interpersonal communication, confidentiality, and active listening. The report also covers different communication theories, such as psychoanalytical and behaviorist theories, and their application in patient care, particularly in a case study involving a patient with dementia and depression. Furthermore, the report analyzes the impact of charters, codes of practice, and legislation, like the Equality Act and Data Protection Act, on communication practices. It assesses the effectiveness of organizational systems and policies in promoting good communication and discusses the benefits and legal considerations of using Information and Communication Technology (ICT) in healthcare. The assignment highlights the significance of effective communication in improving patient care, building relationships, and ensuring compliance with legal and ethical standards. The report is a product of a student's work submitted to Desklib.

Communication in
health and social care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.2 Uses of communication skills in health and social care...................................................1
1.3 Methods of inappropriate interpersonal communication..................................................2
TASK 2............................................................................................................................................2
1.4 Covered in Poster ............................................................................................................3
3.1 Covered in Poster.............................................................................................................3
2.1 Covered in PPT.................................................................................................................3
2.4 Covered in PPT.................................................................................................................3
TASK 3............................................................................................................................................3
1.1 Different theories of communications..............................................................................3
2.2 Impacts of charters, code of practices and legislation.....................................................4
2.3 Effectiveness of organisational system and policies in promoting good practices in
communication.......................................................................................................................5
TASK 4............................................................................................................................................5
3.2 Benefits of ICT in health and social care.........................................................................5
3.3 Impact of legal considerations in the use of ICT .............................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Good communication plays an important role in health and social care sector. It helps
service providers as they can easily interact with patients in an effective manner so as to know
their health problems. In addition, it also helps in establishing as well as developing relationship
with families, management and colleagues. While monitoring someone's health, doctors need to
ask different questions in a sensitive way (Kitson and et. al., 2013). Therefore, communication
is the simplest method of improving health services, so as to provide maximum satisfaction level
to customers. NHS is the chosen organisation in this present assignment; it is one the largest
health service provider in UK. Apart from this, the report will be described different theories of
communication. In order to make effective communication, it is essential for managers to use
various strategies and policies. Readers will also come to know the impact of legislations and
code of practices in communication process.
TASK 1
1.2 Uses of communication skills in health and social care
Health and social care department is an intermixture of various types of people. As a
service provider, it is imperative that these people have good skills of communication as they
can deliver best to their patients. In accordance with various writers, it is cleared that doctors
who used multitudinous approaches can effectively communicate with other rather than those
who don't use (Greene and et. al., 2011). Apart from this, care takers also have to understand that
every people has different needs and requirements. In the perspective, a common communication
method would not be useful while dealing with service users. Strong communication skills
involve proper listening, keep polite, explaining to others, knowledge of gestures etc. While
interacting with others, doctors have to properly understand the behaviour as well as body
language of others that is putting more stress on them. At my workplace, good communication
skills helps me to provide better care which can reduces mistakes and times. Doctors have to
know body language of people and recognise their behaviour. He needs to listen actual problem
of patients so as to give them effective treatment. Open questions and friendly behaviour allows
people to express their feelings and view points so as to improve decision making process. For
example- the behaviour of nurse is not appropriated that can helps service users to share their
feelings and problems.
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Although, good patient-doctor communication will be potential to aids users feeling and
facilitate impressive treatment (Effective communication skills in health and social care, 2016).
Beside this, managers can use verbal and non-verbal communication methods in order to deal
with patients in a proper manner.
1.3 Methods of inappropriate interpersonal communication
Interpersonal communication is the process in that two individual get together for a
specific aim. They interact as well as exchange information with each other. Along with this, it
also helps in providing healthy and positive working environment in health and social care.
Hence, to deal with this situation management require to adopt certain methods. Some major
techniques that should be applied in health and social care organisation are described as under: - Confidentiality of information – Communication process should be confidential which
provides safety and security to patients. It can improve trust and believe of public and
they can share are personal as well as non-personal information with their care takers.
With this assistance, an effective treatment would be rendered to patients as per their
problem (Grajales III and et. al., 2014).
 Monitoring about listening – Listening facilitate the overall treatment and people can get
extra care. Effective listening also improves interpersonal relationship between both
parties, i.e. carte taker and care provider. Thus, doctors need to written every aspect
which is related with patients' problems or diseases.
Therefore, inappropriate interpersonal communication among employees of NHS will be
assistive in providing higher satisfaction level and boost up the delivery of services. So that,
management have to analysis all these methods so as to make proper conclusions and decisions.
Apart from this, improper communication can influence the effectiveness of working
environment of HSC in an adverse manner. By implementing, all these steps staff members can
improve communication process which gives strengthen to their all sort of differences.
TASK 2
Case study – Miss Gina is an Indian Woman who is 45 years old. She is living in
England from 3 years ago. Now the lady is suffering from Dementia and severe depression. In
order to get rid from this problem, Miss Gina was relocated health and social care home for
mental healthy disability people. Here, doctors casually uses English language but Miss Gina
does not know properly this language. She uses certain signs for showing her problem. She
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claims that she is being suffered from depression. Apart from this, Miss Gina is also missing her
family very much.
1.4 Covered in Poster
3.1 Covered in Poster
2.1 Covered in PPT
2.4 Covered in PPT
TASK 3
1.1 Different theories of communications
The Management
National Health Services
United Kingdom
Dated: 7th December 2017
Subject: Use of various communication theories in NHS
Communication is a major thing for every small and big association in order to make their
working effectively. Management have to understand this fact properly and use suitable frame
of communication so that each and every single information get transfer from one person to
another in an effective manner. Mainly, there are two types of communication process is taking
place and for them various authors prescribed suitable theories: Verbal and Non Verbal. NHS
managers have to determine various theories which are related with the communication process
of within an association so that better and effective working could promote.
One of a major theory which can adopt by HSC is psychoanalytical theory which stated by
Sigmund Freud whom believed that people get cured by making them conscious by removing
and recovering all their unconscious thoughts through motivation. The goal of this theory is to
make unconscious conscious. In case of Mrs. Gina, HSC have to support her and motivate her a
s well because she was depressed from her time in England. She really want to met with her
family which lived in India. She is unhappy and depressed as well and thus by applying this
theory they need and applied suitable method to make her happy so that she get recover in early
times.
There are several other theories are also determine which support care workers to deliver and
render quality based services to each and every patient. National Health Services identify
another theory which support them to work for their all mental disable personalities in HSC. A
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major concept is behaviourist theory in which care workers support and provide care services to
all their patients according to such frame in which they required. This stated that first care
workers and doctors have to determine the cause and then deliver quality based services to each
and every individual. In case of Mrs. Gina, care workers determine the reason behind her
condition. The major reason which get learn from her is that she depressed due to living in
England and want to met with her family whom are living in India. She was depressed and thus,
for this, care workers need to deliver quality services according to that.
Hence, these two approaches have to get apply by NHS care workers in an appropriate manner
when they are going to deal a case like MRS. Gina or any other patient whom is suffering from
a serious cause.
2.2 Impacts of charters, code of practices and legislation
The Management
National Health Services
United Kingdom
Dated: 7th December 2017
Subject:Use of various legislation, charters and code of practices in HSC communication
Legislation play an effective role in order to maintain information and data confidential in
nature. Thus, managers of every corporation have to take all charters, code of practices and
legislation in account so that they are going to maintain effective practices at workplace.
National Health Services have to take all such legislation in account so that they are going to
maintain confidentiality in information as well as maintain equality at HSC.
NHS have to maintain equality at social care where they need to treat Mrs. Gina with all due
respect like other patients. This facilitate them in bring positive environment as well as enables
them to recover Mrs. Gina health properly and in minimum time period as well. For this
relation, managers have to always remember about Equality Act which get imposed in 2010.
Another major legislation which have to take in account by managers of NHS is Data
protection act of 1998 under which it's their duty to secure each and every information about
patient. Data protection act was imposed in 1998 and for this NHS care workers duty is
maintain information of their patient confidential in nature. This data was incorporated with an
aim to protect data which stored on computers and on files as well. If NHS care workers not
followed the regulations properly then whole practices of their own get impacted. In Mrs. Gina
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case management of NHS have to protect their data to get hacked. Along with if any one want
information from them about her then care workers and association have a right to not to
disclose that without personal approval by her relatives.
These two legislations have to take in account by managers of NHS so that they are going to
deal with Mrs. Gina properly and support them as well for bring positive environment around
her. Hence, she is a patient of depression and thus she really need an environment which is
appropriate and bring positive vibes around her. Along with this, HSC can support her to meet
with her family so that chances of recovering from Demantia get enhance.
There are various code of practices are identify which are related with Health and social
care context. Code of practices are not law but they work as a value on which every
professional need to perform their task and duty. For NHS care workers, they have to utilise
two code of practices properly for Mrs. Gina in order to aid her in recovery process. First they
have to respect a person right to information confidentiality under this they need to maintain
data of Mrs. Gina secure and confidential in nature by not to get share that with others. Another
code of conduct which have to follow by care workers is uphold the equality, diversity and
inclusion at workplace so that every individual get treated properly and reduce discrimination
between them. These two code of conduct have to follow by care workers in an appropriate
manner.
2.3 Effectiveness of organisational system and policies in promoting good practices in
communication
The Management
National Health Services
United Kingdom
Dated: 7th December 2017
Subject:Effectiveness of good working practices and policies of communication
Communication is identify as a beneficial approach through which an association become able
to accomplish all targets and goals effectively. It always support in make things correct in
nature so that better and effective outcomes could be gain. Every association use their own
pattern of policy and procedure which enable them in make things effective and appropriate in
nature. A proper communication hierarchy have to follow by employees and staff members so
that they are going to gain maximum output. Thus, for enhancing the productivity and working
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in an ethical manner it is essential for them to better understand about appropriateness of good
communication process. Every organisation have a specific system and policies towards their
working. NHS also have a definite working structure and policies which bring effective results
and enforce all employees for promoting good working practices.
NHS is using verbal communication framework under which every information get
communicated through person to person which facilitate them an option to make activities
effective. Current policies of National Health Services are described as follow:
They are providing good services to every user by identifying their needs
Follow all legislation and code of practices properly so that they become able to make
information of every patient confidential
Provide appropriate knowledge to all staff members so that they will not going to engage in
any bullying practices
These policies get followed by every individual of NHS which enables them in bring positive
environment and start delivering quality based services to every user as well. On the basis of
these policies, care workers also become able to report their superiors properly so that high
working results could underpin. Mrs. Gina is suffering from Demantia and to get recover from
that care workers could have to maintain appropriate environment around her. For this, they
have to talk with her try to find the cause behind her situation and communicate with superior
authority as well. This support them in make things effective and appropriate in nature.
Another policy which have to follow by an organisation is to trained each and every individual
in an appropriate manner. This facilitate them in order to provide quality services to every
patient. This get done by using internal and external approach of training. Thus, on the basis of
this they become able to deal with every patient in an appropriate manner. Mainly, there are
two types of system are determine out of which NHS have using Divisional system in
consideration.
Flat organisational system:A flat organisational structure is one in which employees do not
know the benefit of reporting relationship. Employees do not have any manager of supervisor
in an association and that's why it is consider as flat organisational system. This sort of business
mainly found in small corporations like retail shop, grocery shop etc. NHS do not follow this
type of structure because they are working at wide level.
Division system:There are different functions perform by various division of a company when
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they are dealing in multiple number of products. NHS follow this kind of system as they have
more number of care workers and patients whom are suffering from various cause. Thus, NHS
has follow this system approach for making their patient experience better and recovery
become easy as well.
TASK 4
Case study – In this scenario, Mr Jeff is a health care assistant who is currently working
in a private hospital for people with mental health disorders. At the time of induction, Mr Jeff
was trained on legislation, policies and practices; it is required for him to follow all laws or
legislation during working. On the first day at work, a service user was called Mr Jeff receives,
his talking way was so friendly. This situation put in dilemma to Mr. Jeff and he doesn’t know
whether to give the details to the friend of the service user.
3.2 Benefits of ICT in health and social care
ICT refer to as such diverse tools and techniques of technologies which enable in
communication and creation of information as well as dissemination of such data in an
appropriate manner along with management and storing. Through rapid growth of internet
business become able to deal with various issues and problems properly. Hence, care workers
have to understand the benefits of ICT in their working practices. Mr. Jeff is a care workers and
he have to better understand about benefits of information and communication technology
properly so that his working get improved:
 Collaboration: There are various groups and practitioner are already working in HSC
section and thus a major collaboration between them is essential. Mr. Jeff have to
understand the role of various groups in health and social care so that they are going to
maintain effective work. This combine working support to all mental disorder personality
to get recover as society will contribute towards them which are identify as a social
group personality.
 Information access: Through information and communication technology care workers
become able to access information easily and analyse many cases as well which are
presented on internet. Mr. Jeff have to determine all mental disability properly and also
mention all points of a serious cause in their list through which they become able to deal
with differ cases at social care. This consent is beneficial for HSC because they become
feasible in nature in order to deal with various disable patients.
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 Support to users: By using all new technology and methods of working, Mr. Jeff working
association become more able to determine the treatment for a particular cause so that
they are going to incorporate with them in an effective manner.
These are the benefits which MH Hospice can gain by implementing ICT at workplace. With
this, many care workers like Mr. Jeff become able to deal with various situation which arise with
mental disorder personalities. For HSC, another thing become possible which is to find out the
treatment of every cause as well as become able to render quality based services.
3.3 Impact of legal considerations in the use of ICT
ICT is a new form in business or every corporative world through which management
become able to determine all their targets and goals in an effective manner. It support many HSC
sections as well for making their services effective and support to recover all diligent health in
minimum time manner. Mr. Jeff is working is a health and social care where they are rendering
appropriate quality services to all their users whom are suffering from mental disorder. Thus, he
have to determine and consider all legislation in account and follow them properly as well.
Hence, in any case he should not have to disclose information in front of others without any
person relative permission as well as identification proof. Hence, he have to take several
legislations in account which are as follow: Data protection act, 2008: Every organisation have to use essential steps through which
they can secure their data. All important communication which is related with clients are
listed in a data which created by management. Hence, maintaining its confidentiality is a
major thing. This act was revised in the year 2008 which includes several additional
information in an appropriate manner. Organisation have to secure all data and
information of their users properly so that they are not going to share their information
with others. Mr. Jeff have to determine this act in account and do not have to share their
information of patient with other person on phone. If he will lead to abuse this regulation
then management have a right to terminate him and take a strict action against him.
 Health and safety act, 2008: Another act which is related with employees and associate
is health and safety act which get incorporated in the year 2008. This regulation stated
that care workers have to provide appropriate facility to every patient and deliver
services according to users needs and demands. Mr. Jeff have to take this factor in
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account and then deal with every mental disorder personality properly so that association
will lead to render quality based services.
CONCLUSION
From the above mentioned report, it has been concluded that communication plays a vital
role in growth and development of a business organisation. In health and social care context, it
helps doctors to effectively understand or identify the actual problem and diseases. Apart from
this, there are certain communication theories, i.e. behavioural, contingency and social. As a
health care provider, the person should have good knowledge of communication methods.
Verbal and non-verbal communication are the two best methods in this perspective. In order to
manage an ethical communication process, care takers have to follow certain legislations and
code of ethics so as to flourish an adequate organisational cultural. Different systems and
policies should be assistive in promoting good practices at workplace. Managers have to use
major ICT software in order to improve the effectiveness of their working activities and
operations over the globe.
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REFERENCES
Books and Journal
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social media in health care: motives, barriers and expectations. Patient education and
counseling. 92(3). pp.426-431.
Bennett, P. ed., 2010. Risk communication and public health. Oxford University Press.
Betancourt, J. R. and et. al., 2016. Defining cultural competence: a practical framework for
addressing racial/ethnic disparities in health and health care. Public health reports.
Coulter, A. and et. al., 2014. Collecting data on patient experience is not enough: they must be
used to improve care. BMJ: British Medical Journal. 348.
Epstein, R. M. and Street, R. L., 2011. The values and value of patient-centered care.
Grajales III, F. J. and et. al., 2014. Social media: a review and tutorial of applications in
medicine and health care. Journal of medical Internet research. 16(2).
Greene, J. A. 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.
Insel, P. and et. al., 2011. Core concepts in health.
Keckley, P.H. and Hoffmann, M., 2010. Social networks in health care: Communication,
collaboration and insights. Deloitte Center for Health Solutions. pp.1-9.
Kitson, A. 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.
Moorhead, S. A. and et. al., 2013. A new dimension of health care: systematic review of the
uses, benefits, and limitations of social media for health communication. Journal of
medical Internet research. 15(4).
Moule, P. and Hek, G., 2011. Making sense of research: an introduction for health and social
care practitioners. Sage.
Reeves, S. and et. al., 2011. Interprofessional teamwork for health and social care (Vol. 8). John
Wiley & Sons.
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