Health and Social Care: Communication Processes and Practices Report

This report delves into the crucial aspects of communication within health and social care settings. It begins by defining communication and highlighting its significance in fostering positive relationships among staff, patients, and their families. The report explores various communication theories, such as Operant Conditioning, Social Learning, and Behavioral theories, and their impact on organizational image. It emphasizes the importance of effective communication skills, including listening, questioning, and non-verbal cues, especially in cases of patient disabilities. The report further examines methods for dealing with inappropriate communication and strategies to support social and health care services. It then discusses the influence of culture, values, and different practices on the communication process, including the role of legislation like the Data Protection Act 1998. The report also addresses how organizations can improve communication through systems, policies, and the use of ICT, including its benefits and legal considerations. The report concludes by summarizing the key findings and emphasizing the importance of effective communication for delivering quality care.

Communicating in health and social care

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Table of Contents
Introduction....................................................................................................................2
Used of communicating skills in health and social care................................................3
Theories of communication in health and social care....................................................3
Communication skills and their uses..............................................................................4
Methods dealing with inappropriate communication.....................................................6
Strategies to provide support to social and health care services....................................7
Task 2.............................................................................................................................8
Communication process influence on culture and values..............................................8
How different practices effect communication process.................................................9
System and policies of the organization that will help in improving communication.10
Ways in which communication can be improved in health and social care sector......10
Task 3...........................................................................................................................11
ICT software package software in health and social care organizations.....................11
Benefits of ICT in the health care organization...........................................................12
Legal consideration and their impacts on social and health care organizations..........12
Conclusion....................................................................................................................13
References....................................................................................................................15

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Introduction
Communication refers to exchange of information between two or more people with
the help of some medium1. The medium can be oral or written. However, health
communication can be defines as an art of providing information, motivation all the members
of the society by influencing them with the suitable techniques of communication2. Effective
communication is essential for the health and social care organisations as, it will helps in
maintaining good relations with the staff members, families of the patients and other
personnel’s. Need for proper communication increase when different departments require
information.
On the other hand in order to monitor health of a personnel, doctors need to ask many
questions and all the answers of the concerned questions are recorded in their computers in
the form of records which can be used in future whenever the need arises. There are number
of factors which may affect the communication process. Some of these factors are –
government rules, legislations, culture, organisation policies and so on3.
It’s not easy to keep records of all the patients manually so, these records are
maintained in the electronic form commonly considered as MIS (Management Information
System)4. As per the researchers, “ those number of people who uses health as well as social
care along with the other health care services are totally dependent on care workers to
1 A. Akmajian, Linguistics: An introduction to language and communication. MIT press, 2017
2 H.D, Duncan, Communication and social order. Routledge, 2017.
3 E.M. Varcarolis, Essentials of Psychiatric Mental Health Nursing-E-Book: A Communication
Approach to Evidence-Based Care. Elsevier Health Sciences, 2016.
4D.U.Z. Karns, the Boston Women's Health Book Collective's Encounter with the Medical Mis-
education of Women: A Conceptual and Historical Inquiry, 2017.

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procure the sufficient amount of information. “Technologies plays an important role not only
in this sector but in many other sectors.
Every individual should possess some basic communication skills in order to ensure
that whatever is been communicated by that person will not only reach the correct person on
time but that individual will also be able to understand it efficiently.
In this report discussion will be carried on skills required for communication, factors
affecting them, and use of information and communication technology.
Used of communicating skills in health and social care
Communication helps in creating link between the people. Good communication
skills helps in accomplishment of all the task within a specific period. This further helps the
organisation to establish its image in the society5.
Theories of communication in health and social care
There are many theories of communication. Some of them are –
 Operant Conditioning theory – this theory is basically has two parts on is positive
and other is negative. Positive: when same situation occur again and again then it’s
likely to get same behavioral reactions. Negative: when the behavior of an individual
is capable or removing unpleasant effects6.
 Social learning theory – it focuses on analysis skills as well as behavior of an
individual. It helps in improving overall relationship between Mrs. Venn and nurses.
5B. Moss, Communication skills in health and social care. Sage, 2017.
6 D.H. Tracey and L.M. Morrow, Lenses on reading: An introduction to theories and models. Guilford
Publications, 2017.

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In order to promote the hospital image nurses as well as all the doctors should present
their good role model7.
 Behavioral theory – it refers to a process in which all the learnings are based on
certain ideas8. Case study of Mrs. Venn shows that she became negative after getting
the response from the doctors.
Mrs. Venn felt as if it’s a crime to be disable. She felt over dependent on
everyone because of the behavior of the nurse towards her. All these theories will
help in developing image of the organization which is important to carry the health
and social care business further. In the present era, there are very few organizations
which do not pay enough focus on these theories as they feel that their main task is to
earn money but they forget that customer satisfaction should be their prime focus.
Communication skills and their uses
Two way process that creates a link between the sender as well as the reception is
commonly called communication. At the time of communication it is very important that all
the individuals which are involved in the process should possess appropriate communication
skills in them9. Some of these may involve, listening, asking questions, providing guidance,
non- verbal communication which is very important especially in the case of Mrs. Venn as
she cannot see and hear.
7 L. Harasim, Learning theory and online technologies. Taylor & Francis, 2017.
8 H. Pashler, ed., 2016. Attention. Psychology Press.
9 S. Kurtz, J. Silverman and J. Draper, Teaching and learning communication skills in medicine. CRC
press, 2016.

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Mostly it happens in the hospitals that in the beginning behavior of the doctors as well
as the staff members is not up to the mark because they do not pay attention to the questions
asked by the patient and their family members.
However, good interpersonal relations10 between the doctors and their patients is
essential as, it helps the sick person to get emotionally better along with proper care and
services from the hospitals. In my organization to make the uniform communication process,
Shannon – Weaver Model is followed11.
This model provide the information with the help of some sources. Some of these
sources may include, transmitter, signals, receiver, and an appropriate destination. It was the
Mathematical model created in 1948 in order to smoothen the lines of communication12.
10 K. Sassenberg andM.R.W. Hamstra, Chapter Four-The Intrapersonal and Interpersonal Dynamics of
Self-Regulation in the Leadership Process. Advances in Experimental Social Psychology, 55, pp.193-
257, 2017.
11 U. Yadava, H.E. Eswara and A. Rahim, Unit-2 Models of Communication, 2017
12 D. McQuail and S. Windahl, Communication models for the study of mass communications.
Routledge, 2015

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There are many factors that may affect the communication process such as-
As per the case of Mrs. Venn cannot read anything unless the person is very close to
her so, it can be considered as the first factor that is affecting communication process. Apart
from this there is no one who can use gestures, symbols and pictures in order to build
understanding.
At my workplace focus is done more on listening the customers so, that better
services can be provided to them. Tone of a person may get louder but they should not forget
that the individuals with whom they are conversing are their patients.
Methods dealing with inappropriate communication
Interpersonal communication refers to a process which take place when two
individual or more then that comes together and share their views on the wellbeing of
patients. This further helps them in performing their task and interacting with verbal or non-
verbal communication13. In the communication process there were two main barriers one was
inability of nurse to create an understanding because of Mrs. Venn’s disable condition but
these issues can be solved with the help of two theories.
There are two main interpersonal theories applicable in the case Mrs. Venn one is
social exchange theory and other is uncertainty reduction theory14. Social exchange theory15 is
13 A.L. Sandoval and S. Karandikar, Symantec Corporation, Methods and systems for filtering
encrypted traffic, 2017
14A.C. Enthoven, Theory and practice of managed competition in health care finance. Elsevier, 2014.
15 S. Moss, Social exchange theory, 2016.

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applicable in the case because doctor and nurse should not behave in such an irresponsible
manner in spite of this they should try to control the Mrs. Venn temper whereas uncertainty
reduction theory 16, it focuses on developing interpersonal relationship17 by creating
understanding. Doctor and nurse should use uncertainty theory to understand what Mrs. Venn
wants to convey but the way doctor and the nurse has behaved, they had created their
hospitals bad image in the Venn’s mind.
Strategies to provide support to social and health care services
Varieties of strategies should be made in order to assure effective communication
with the organization. For all the disable people health care organizations should use different
ways for interaction like, non-verbal communication, gesture, sign language, lisping and
many other however, that are developed to help the people who face visual problem may
include, glasses or by making they feel the things around them.
Technological can also be used to provide them information like, British sign
language involved use of body mainly the hands whereas individuals with the different
language can use translators. Translator is important as Mrs. Venn belong tom different
culture.
If these two strategies by their hospital then it will help the doctors as well as other
staff members in understand the problem of Mrs. Venn. This will enable the both the doctors
as well their patients to full fill their objective because of proper communication. Doctors
will be able to understand the problem and record it in the electronic form whereas, patient
will satisfaction after conveying her message. Overall all these things will help the health
16
17 S.G. Harkins and K.D. Williams, 1 CHAPTER Introduction and Overview. The Oxford Handbook of
Social Influence, p.3, 2017.

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care units in providing their best services to disable people and satisfaction to their family
members.
Task 2
Communication process influence on culture and values
Culture is the border term which involve ideas, traditions and behavior of society and
its members. With the passage of time it is influenced by the teachers, friends, relatives and
many other individuals who comes in our life18. It’s my duty to respect all the different
cultures otherwise there are chances of chaos between the people who belong to different
culture. As per the case, it clearly seems that Anna is not able to understand culture of Venn
because of which she got anxious and shouted.
Venn belong to the Japanese culture in which body posture plays an important role.
Anna should be provided proper induction training before allowing her to work as, this will
help her to keep a note on her body language as well on her tone within the health care
center19. Apart from this as a nurse she should build about body language and non-verbal
communication techniques especially at the time of dealing with disable people.
Values are basically the ideas that are capable enough to influence the behavior of a
person as a nurse, she should be able to imagine different ways in which the people can
peruse the things. Apart from this doctor in spite of being full time busy on call should pay
attend to her patient and try to in temperate the language so that it could be easier for Mrs.
Venn to draw better understanding. Above this all the way in which doctor, nurse as well as
receptionist has worked clearly shows the values that presents within their health care unit.
18 J.W. Neuliep, Intercultural communication: A contextual approach. Sage Publications, 2017
19 H. Deresky, International management: Managing across borders and cultures. Pearson Education
India, 2017.

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How different practices effect communication process
Legislations are basically the laws that are made by the government in order to
improve existing condition of individuals. Data Protection Act 199820 aim at protecting the
data used by the businessmen’s, hospitals and health care centers along with this there are
many data laws that tell the correct way by which data can be communicated to actual user.
Being a health care worker it’s my responsibility is to assure that everyone should use the
data as per the rules commonly known as data protection principles. I admit that it’s my
responsibility to keep confidential, the information given by the patient.
Lack of knowledge about the laws leads to discrimination among different individuals
so, it should be made sure that there should be proper codes, laws, rules, regulations, as well
as charters as, they are capable enough to effect the way in which services are given by the
health care organizations. According to me Anna was lacking behind in all these things which
created adverse condition for Mrs. Venn.
System and policies of the organization that will help in improving communication
It is essential that all the health and social care units should assure that all the rules,
regulations, principles are been applied in order to encourage operative policies along with
this a proper department should be developed by the organizations to assure that all the code
of conduct are efficiently practiced within the units21.
Governance system with the health care organizations focus on developing an
environment in which it would be easy for the professionals to undertake all their obligations
and it can be assured by regularly monitoring them. Along with it proper strategy for the
20 J.M.M. Rumbold, and B. Pierscionek, The effect of the General Data Protection Regulation on
medical research. Journal of medical Internet research, 19(2), 2017.
21 D.L. Weimer and A.R. Vining, Policy analysis: Concepts and practice. Taylor & Francis, 2017.

Health and social care 10
information should be developed so that the information can reach right person at with the
right period. As per the case of Mrs. Venn both the doctor and the nurse was not able to get
the complete information which acted as a communication barrier. According to me doctor
was impatient was lacking behind in the ability to understand Venn’s body language.
Ways in which communication can be improved in health and social care sector
There are many ways in which communication can be done like, verbal, non-verbal
communication with the use of signs, symbols, pictures, and written communication. Time to
time proper workshops should be organized so, that health workers can learn new ways of
communication whereas, they need to possess complete knowledge about non-verbal
communication before using it otherwise it may cause confusion22.
Proper understanding about the culture, laws made by the government and more
things that important should be taken care of the time of delivering the information it should
be made sure that place should be suitable enough to share that is, it must be away from the
family, relatives or any other person. In that case of Mrs. Venn because of the nature of the
doctor she was unable to develop trust over him.
To overcome to restrict the above situation doctor should try to appoint a translator in
order to make communication process smooth any if any external person is not allowed in the
health care organization then effects should be made to learn ways so order to win confidence
over Mrs. Venn
22 J. Glasby, Understanding health and social care. Policy Press, 2017.

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Task 3
ICT software package software in health and social care organizations
Health and social care organizations need to keep the data in secured form as per the
guidelines of the government. Manually it’s not possible that’s why some special software are
made by the engineers to ensure the same. One of that software is ICT. This software is
capable enough to support power point, word processor, spreadsheet and many other
programs.
Word process is best among the all because it involve editing, reading as well as it
provide benefits to make changes which is important for the health care organizations
whereas, spreadsheet facilitates in performing mathematical calculations which involves big
formulas. Lastly, internet and intranet also helps in developing link between the health care
organizations and their concerned patients.
As there are many patients in the hospital and there is no room for mistakes to be
done so, it’s essential to keep the information in an appropriate form in order to restrict any
kind of chaos in the future.
Benefits of ICT in the health care organization
ICT has gained importance in all the fields especially in health and social care
organizations. This software has increased the efficiency effectiveness, as well as flexibility
of the data which has resulted in improving overall quality of information that are stored in
the form of MIS that is, management information system23.
23 A. Majchrzak, M.L. Markus and J. Wareham, Designing for digital transformation: Lessons for
information systems research from the study of ICT and societal challenges. MIS Quarterly, 40(2),
pp.267-277, 2016