Analysis of Communication in Health and Social Care Operations Report

This report delves into the multifaceted aspects of communication within the health and social care sector. It begins by examining relevant communication theories, such as behaviorist, operant conditioning, social learning, and cognitive theories, and their practical applications in healthcare settings. The report then explores various communication techniques, including verbal and non-verbal methods, and their significance in building strong relationships between healthcare providers and patients. It also addresses the influence of cultural factors and values on the communication process, emphasizing the importance of respecting individual backgrounds and beliefs. Furthermore, the report discusses the impact of legislation and organizational policies on communication effectiveness, along with strategies for improving communication processes and the use of ICT in health and social care services. The report also highlights the legal considerations surrounding ICT use and methods for dealing with inappropriate interpersonal communication, ultimately aiming to provide insights into fostering effective and patient-centered communication within the health and social care environment.

Communicating In Health And Social
Care Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Relevant theories of Communication in health-and-social-care .........................................1
1.2 Communication techniques in Health and care ....................................................................2
1.3................................................................................................................................................3
1.4................................................................................................................................................3
TASK 2............................................................................................................................................3
2.1 Values and cultural factors influenced the communication process ...................................3
2.2 Legislation of practices have impact on communication process in the health and social
care .............................................................................................................................................3
2.3 Effectiveness of organisational systems and policies ..........................................................4
2.4 Ways of improving process of communication ...................................................................4
TASK 3............................................................................................................................................5
3.1 Use standard ICT software packages to support work in social and health care services...5
3.2 Advantages of using ICT in health and social care services.................................................6
3.3 Legal considerations in the use of ICT impact in this context..............................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Communication is most convenient way through which transmission of thoughts,
messages and views take place for this purpose communicator uses a effective language. This
will help them in passing opinions and ideas to the receiver. With the health of effective
communication skills strong relationship can be built between two parties which are involves in
the process of this activity. The present report deals with various kind of issues and problems of
communication theories which are applicable in health and social care system. Also, discussed
about the use of communication skills in this area through many different practices. There are
various factors which play very crucial role as well as affects the setting of this sector. Apart
from this, standard software which used by health and social care system will be determined. It is
most important to know the procedure through which patient who are suffering from any kind of
mental and physical disabilities, messages can be understood in effective way.
TASK 1
1.1 Relevant theories of Communication in health-and-social-care
This sector will be dealing with many different theories such as operant conditioning,
social learning, cognitive and behaviourist theory. According to the behaviourist theory the
attitude and behaviour of individual towards work is based on the past experience. Whatever
they see in the surrounding environment shape their attitude and behaviour. In the case of
mr.paul this theory can be applied as the response he got from the doctor had a negative impact
on him and starting shouted . The theory of operant conditioning has two different types of
approach negative and positive. The outcomes can be negative and desirable. In the present case
study seniour consultants have tried best cope up with mr paul that made him feel happy or he
became calm. The social learning theory help in observing someone skills as well as behavior.
This assis in making good bond of relationship between nurse, doctord and mr. Paul. Nurse can

be act as translator between mr. Paul and help him in communication. Main elements of the
hospitals are doctors and nurse they can make positive image by adopting this theory. Any
individual can got lots of information through observing environment and things aroung him. For
example; every child's behavior depend upon how their parents deal withthem at home.
Whatever they observe from guardians will influence their upcoming life as the first learning of
every children starts from home. The cognitive theory is one of the best theory that help in
making interaction between the environment and the person which include cognitive
competencies.
1.2 Communication techniques in Health and care
Communication, the imparting of information by any median such as writing, speaking or
any thing that helps in understanding the massages. Skill are those traits that enhance quality of
statement. It provides assistance to build up relations between persons or in businesses. It can be
verbal or non- verbal as they on needs of communicator or receiver. Verbal communication is al
about informing other by words that they actually means in this phase of transmission people use
face to face interaction, uses of phones, letters can be in used in, now days of digitation informer
can use video chats, voice mail too. In context of health and social care hospital uses its best
medium to inform theirs needer or any member that needed by them in hospital. On non-verbal
phase, wordless signals are made in between communicator and receiver, whenever people
interact with each other they will receive two massages one by gesture or one by word of
mouth. now the accuracy is the main thing in communication. Non-verbal communication
consist facial expression, eye contact gesture, space, voice, posters, hoarding, print media is also
a part of thing non-verbal communication. Communication needs be clear that resist misleading
in health care sector. In health care sector medium of communication is the major key that gives
assistance between client and health care masters. Where verbal transmission is happened, they
use to meet with care needed person on face to face interaction and for any assistance by health
care masters. Accordingly patient got chance that choose to meet up with care supervisor. On the
other hand, non-verbal communication should be uses for those patients who are not able to see
or listen or can said that if they are mute or blind or physically challenged. In this way these kind
of patient are getting their needed help by health care masters or in hospitals. On the basis of
social care, effective communication should be needed by health care or government on those
places where problems resolving tricks should be post or deliver on very urgent basis. Health

care sector is one of the major sector that needs accurate transmission or new technologies that
serves patient on best ways.
1.3 Methods of dealing with inappropriate interpersonal communication
The lack of communication can make any person alone and rejected from the social
environment. It is important for health and social care system to overcome such kind of
problems. There are so many new equipment and high advance technology such as IT, trained
staff, constant monitoring and communication device that help in dealing with communication
issue between care provider and individual. It is responsibility of care provider to use non verbal
as well as verbal techniques with the patients to understand the needs or provide the the needed
assistance. The other staff member of organisation should also contribute and assist in effective
communication with the individual with special needs. There are many interpersonal
communication skills like verabal as well as non verbal which is implemented in order to
accomplish the objectives and goals in certain period of time. The verbal communication skill
help in understandingskill the need and requirement of other people easily and make
communication process very easy and effective between the care provider and users. Whereas
non verbal communication includes the gestures and facial expressions that serves as the good
method of communication between two individual who have language problem.
1.4 Use of strategies to support users of health and care services
There are so many forms of communication like body language, verbal lip reading, written
word, sign language and verbal communication. In case of complex communication issue a
user can develop communication problem due to physical conditions that may be stroke,
visual and hearing problm. The complex problem of communication can occur
unexpectedly that result in leaving the caring individual unsure and unaware about the
patient or not able to effectively communicate with them. There are various strategies
adopted by the organisation to solve complex communication issues in the hospitals. The
user who are suffering from the stroke have more chances to causes mental as well as
physical damages and make difficult to communicate with anyone. So, it is very much
important to provide them more care and attention to such kind of users and try to help
them for the communication.

TASK 2
2.1 Values and cultural factors influenced the communication process
Cultural consists of customs, social behaviour and idea of a society. It can be transfer
from generation to generation by teachers, parents, leaders and religions in the community. This
is most important aspect to identified the base of people like language, beliefs, attitude, history
and many more things. Same culture's people can easily understand each other. It can lead
conflicts among peoples as it is most sensitive topic. Value involves ethics, moral or pattern of
behaviour. It is very important to respect the culture, values and background of an individual. In
every organisation it is must to respect the culture, values and background of employees so that
they can perform well at work place. Employees react in anger when manager do discrimination
between staff members in business environment. Cultures include values, beliefs, customs and
communication. The health care worker has duty and responsibility of care to respect the
individual's culture, beliefs and background. In regard to the case study of Mr. Paul the nurse did
not understand his behaviour and nature. As a health and social care worker it is very important
to understand both verbal as well as non verbal communication of peoples who belongs from
different caste and culture. The service provider should be comfortable while delivering services
to any people. Valuing diversity will improve the life of worker as well as other people's life
experience. It is responsibility of doctor to control and manage all operational activities and
practices of the hospitality for effective result in specific time period. All health and social care
services should be provided in most proper and systematic manner to all patients.
2.2 Legislation of practices have impact on communication process in the health and social care
Before using any kind of equipment and tool it is necessary to adequately test the basic and
condition of patient. There are several methods and devices used by hospitality in treatment
process which result best outcomes. For the data lrotection the act devised is significant
contributer of legislation in the health and social care system. The personal data of user should
be safeguard against any kind of threat or theft. For effective management and all operational
activities organisation use various act and legislation in all functional process. Doctor should be
more careful regarding care of users and make them comfortable by making effective
communication process. Use of advance and high technology devices in the organisation help to
accomplish high growth and success in the competative market place. The principal of autonomy

assist to encourage the safeguard process for the individual's right such as privacy and security of
personal information.
2.3 Effectiveness of organisational systems and policies
The effectiveness of system and policies plays a key role in any organisation. Health and
social care need effective system to be implemented. For proper conduct of all the policies and
systems, discipline plays a key role. Also interest of service user and patients needs to be taken
care. Creation of such an environment where professionals meet their required obligations is
necessary. Professionals in health care have proper guidelines to be followed. Health and social
care organisations should consist systems to follow principles and compliances of government.
Hospitals must have proper system to make sure that policies and code of conduct has been
carried out in organisation. Legal system of hospitals should protect the value of its patients. This
consists maintaining a environment in which these professionals can meet required obligations.
They should be able to follow all legal policies. This can be performed by monitoring, training
and spot checking. To follow these policies appraisal is to be done for professional working in
this organisation. In order to get proper information it is required to have information strategy.
Complaint channel should be designed for appropriate authority and to prevent barriers of fear of
patients. Organisation should have account of confidential policy by which it ensures
information is shared with appropriate people.
2.4 Ways of improving process of communication
The communication process is lifeblood of any organisation. Without communication, no
organisation will run. Without effective communication, health care industry will not able to run.
There are various methods improve communication with the service user. Recommendations and
timely feedback is required. For example- if a patient will not describe symptoms, how doctor
will going to treat him/her. Also effective communication is needed at every level. As a health
worker, employees needed to be properly listened and carrying out tasks assigned to them.
Confidentiality needs to be taken care while communicating with subordinates. If in case
confidential information comes out, it will lead an organisation to failure. Employees keeps
information within circle of organisation. Communication helps in motivating subordinates, thus
organisation can achieve its goals in time. Non-verbal communication such as pictures, signs and
symbols, different aids also play a key role in effective communication. Relationships are always
build with subordinates by effective communication.

TASK 3
3.1 Use standard ICT software packages to support work in social and health care services
All activities and practices of health and social care services are not possible to carry
effectively without the use of different software and applications such as spreadsheet, internet,
word processing, presentations, email and intranet. They can track all operational functions and
practices that are happening in the company with the help of these tools and techniques. If any
kind of document and file they want to edit, modify and create then they can use word processing
applications at work place. In earlier time when technology was not advanced, health and social
care sector use to write all information in the documents through hand which takes a lot of time.
Sometimes they gets lost and was difficult to understand what was written in the files and
documents. But after the introduction of word processing software, it become so simple and easy
for industry to maintain all records of patients as well as every important information details
related to them. This is very significant software as it is very simple and easy to use and require
less time as compare to the handwritten files. Any kind of calculation can be done easily through
spreadsheet because it automatically calculate large data with formulas, the user just put the
numerical data. When the hospital organisation have to be presented the mathematical as well as
theoretical data they can use presentation through which they can make visual presentation and
creative documents. It is analysed that people understand the picture in proper way in
comparison to written document and files which is too lengthy. With the help of all applications
and software communication becomes so easy and simple. If health care centre seeks to
communicate and collaborate with the firm that is in other city or country, they can use internet
which make communication process so simple. It empowers the different enterprises in the
meetings the standards in certain period of time and help in improving their services in market
place.
3.2 Advantages of using ICT in health and social care services
There are many software and applications that brought high advantage to the organisation
which is using them. Not only company but the staff member and clients has also gained many
benefit from it. Earlier when workers were using hand written files and documents they face lots
of issues and problems in different areas. By using right software user gets accurate data related
to their task and practices. They can easily solve the problems and access the important

information in few minutes which are stored in this software. This will make easier for the
administration management to provide the appropriate information to the doctor who seeks to
know the condition of the patients in quick time. The health and care professional has made their
job very easy by using all these kind of software at work place. It brings effective
communication and provide independence to all. User can directly their organisation from any
part of the world and gets all important information which he/she wants.
3.3 Legal considerations in the use of ICT impact in this context
Health and care system have to take care of all the legislation while using ICT in their
business organisation. There are some information that comes in these laws are medical records,
personal information of each patients, treatment history and many more. Personal Files Act of
year 1987 states that personal data in context to those information that are relate to social service
can accessed. In the case of insurance and employment the Medical Report Act 1998 provide
access to medical reports. In this act, client can have look at the details before it passes gone to
another and also make changes if he/ she seek to. Health records act of 1990 which is based on
records which could be accessed manually. The representatives as well as users can easily
access those documents either electronically or manually. To make sure all the important
information of the industry and the details of the staff members and patients should be limited to
the required place. Introduction of new and advance storage tools are prohibited as any person
can steal the information from the servers or computers. They can use the data for personal
purpose as well as leak them which is illegal. Health and Safety at work act also considered as
HASWA 1974 which was came into force to secure the safety and health of person within
organisation. This help in controlling the use of explosive and any kind of dangerous things at
work place. It is duty of management to provide positive as well as safe working environment to
all staff members and also describe their duties and roles.
CONCLUSION
From the above project report it has been concluded that low communication in health and social
care system can leads to lack of believe, dissatisfaction and trust in health professionals as well
as workers. If they use effective strategy and plans for communication serval barrier related to it
can be removed or eliminated by following code of practices and legislation a strong and healthy
bond of relationship can be build between the users and professionals. It also assist in protects
the right of workers and staff who are working there. Almost all kind of health and social care

organisation are using communication technology and information to record data and monitor all
the information related to the operations. It bring efficiency at work place and make sure there is
systematic delivery of all healthcare services. In the industry all the people who are part of this
system has play very important role and duty to understand the need of effective communication
as well as take care of the users.

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