Strategies for Communication in Health and Social Care Module

This report analyzes communication within the health and social care sector, focusing on various theoretical frameworks such as humanistic, behavioral, cognitive, and psychoanalytical approaches to understand and address communication challenges. It explores the utilization of communication skills, including verbal and non-verbal methods, to build rapport with vulnerable individuals and overcome communication barriers. The report also delves into methods for handling inappropriate interpersonal communication, strategies for fulfilling specific communication needs, and the impact of cultural factors and legislation on the communication process. Furthermore, it examines the effectiveness of organizational policies and systems in promoting good practice, as well as the advantages and legal considerations of utilizing Information and Communication Technology (ICT) in healthcare settings. The assignment includes a case study of a service user, Angel, to illustrate the practical application of communication theories and strategies.

Communicating in Health and
Social Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ........................................................................................................................................1
1.1 Relevant theories relating to communication in health care sector..................................1
1.2 Utilisation of communication skills in health and social care field..................................2
1.3 Methods to deal with inappropriate interpersonal communication..................................3
1.4 Techniques and strategies for fulfilling specific communication need............................4
TASK 2 ...........................................................................................................................................4
2.1 Influence of values and cultural factors on communication process ...............................4
2.2 Impact of legislations on communication process in social care sector...........................5
2.3 Policies and effectiveness of organisational systems for promoting good practice .......5
2.4 Ways to improve existing communication system...........................................................6
TASK 3 ..................................................................................................................................7
3.1 Utilisation of standard ICT software packages................................................................7
3.2 Advantages of utilising ICT in health and social care......................................................8
3.3 Analysing legal consideration in the use of ICT affect Health care ................................9
CONCLUSION ..............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Communication in Health and social sector can solve various problems that is present in
this society. In order to provide better service to the customers, care homes and hospitals try to
keep good relations with the patients. Verbal and non verbal are two forms of communication
and they can further divided into more parts (Loeppke and et.al., 2015). Dove care home help
need people, they solve their health issues and try to give them better life. This assignment will
discuss about various theories that is relevant to communication. The impact of values and
culture on exchanging information will become part of this file. The affect of legislation and
charters will be included under this report. The effectiveness of policies on, present in an
organisation, will be explained in this project. In the end, this assignment will discuss about
utilisation of information and communication technology.
TASK 1
1.1 Relevant theories relating to communication in health care sector
Nature of every human being is different. Angel is a person who saw severe trauma in his
previous care home. This made a negative impact on his health. He was not much educated and
hardly speak English. Angel did not attend a counselling and remained alone in a room.
Humanistic approach clearly stated that one should see a person as a whole. Instead of judging a
person by getting limited knowledge about his personality and nature, people keep themselves in
their position. By treating a vulnerable person in a positive way, patients can be cured in an
effective manner. It is important to give them necessary amount of love and respect. By using
this approach, one can easily develop confidence in the personality of Angel.
Behavioural theory deals about acting and feeling, this can help in ascertaining the well
being of an individual (Nadvi and Raj‐Reichert, 2015). Human being have different thinking and
if someone try to treat them in a by using similar approach then they cannot provide them better
service. By improving communication skills, an organisation can understand the behaviour of
patients and then they can treat them in positive manner. Cognitive theory relates to
understanding the needs of an individual. It is significant to know the situation in which a person
is living. If manager successfully find the demand of Angel then he can make a proper channel of
communication with him. In psychoanalytical approach, employee must analyse the internal
mental state of a service user (Sittig and Sing, 2011). They have to identify the level of their ego
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which his the main reason of patients unusual behaviour. Analysing these areas can result in
positive communication with Angel.
1.2 Utilisation of communication skills in health and social care field
A vulnerable person do not think like a normal human being. Manager have to keep
himself calm at the time of communicating with service user. Sometime people fail to understand
the need of a patient which is the prime reason of expansion of various issue. Angel was abused
by his old care home worker. His confidence level is very so the employees of Dove care home
should try to have positive communication with them. Manager need to keep patience because
vulnerable person do not like to talk with a stranger (Shekelle and et.al., 2013). They only chat
with someone whom they trust. In health care sector, friendly relation with patients is necessary
for getting the essential and important detail from a service user. Manager must treat Angel in a
positive way, he should meet him with a smile on his face. These small things play significant
role in having productive communication with a patient.
Source: What is communication skills? 2017
Beside verbal communication, one can also think about other option like non-verbal
methods (What is communication skills? 2017). By reading face and gesture, one can only get a
limited understanding about the state of mind of a person. But a good connection with people
like Angel can swiftly solve their problems because once they start expressing their problem,
manager can do necessary counselling accordingly. Angel has lost his confidence, he need own
time and proper guidance. In present scenario, he do not want to chat without and live alone in a
room. Manager should not force him in this case but he can use non-verbal gesture of
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Illustration 1: What is communication
skills?

communication. He should study Angel movement and his behaviour. If service user has some
fear then Dove care home should give patient sometime so he can process various events that has
happened in his life.
1.3 Methods to deal with inappropriate interpersonal communication
Angel had many bad experiences in his life. When a person trust service providers but
they breach their faith then it is a devastating experience for anyone. Angel cannot speak English
fluently, by spending more then with him manager can remove communication barriers. He can
understand his need by using non verbal approaches like analysing his behaviour and gesture.
Angel has lost his confidence which is the main part of person's personality. Problem of his low
self esteem can solved by telling him the qualities which he possess (Nielsen, 2014). Service
provider should try teach him some values so he can get a basic understanding about right and
wrong. Manager must have a regular and proper communication with Angel, he can assure him
that the events like abusing will never happen in Angel's life. Service provider have to focus on
developing a self image, this will help in raising the level of confidence in a patients personality.
Most of the troubles relating to effective communication occurs because two parties fail to
understand the argument of each other. This problem is a significant part of health and social
care sector (Heldman, Schindelar and Weaver, 2013).
Angel is not good in English, this means that if manager try make strong connection with
him then he has to give more preference to non verbal communication. Meeting him with a
smiling face is a perfect example of this approach. Normally a sick person lives in an extreme
stress, Angel also have similar condition which can be considered as the main cause that he
denied to attend a counselling session. Employee of Dove care home can arrange some fun
events in order to reduce the mental pressure of service user. Language cannot become barrier in
this kind of situations, playing games with patient is an example of this idea (Poteat, German and
Kerrigan, 2013). Non verbal approach take too much time in construction of proper
communication channel, some manager are not impressed with its effectiveness because verbal
chat can resolve various troubles in short period of time. This is the prime lacuna in this method.
Providing training to staff is essential for delivering better services. Dove home care
should try to develop soft skills in their workers so they can treat a patient according to the
demand of situation. In the case of Angel, an employee of old care home abused him. This made
a negative impact on his mental status and finished is confidence level. If staff member get
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proper training then they can help manager in removing various barriers of communication. This
may cost some money to the organisation but its benefits are uncountable.
1.4 Techniques and strategies for fulfilling specific communication need
If a person cannot speak English and he does not possess the skills to learn this language
in less time then service provider can think about hiring a person who can communicate in the
language which patient use in his general life. Dove care home can opt the same option, they
should hire someone who can understand the language of Angel. They can also think about other
chooses like singing or acting. These are significant mode of communication and they also
provide great assistance in reducing the stress level in a patient. Technology can become
important part of the a strategy. All the records of service user can be stored at a single place in
an organised manner (Casey and Wallis, 2011). When a care home communicate with a patient
and discuss their his old detail, should maintain a required level of privacy. By storing all the
confidential information about Angel in a highly secured software, manager can earn his trust.
Faith is significant part of health communication (While and Dewsbury, 2011). Another portion
of this strategy is inducing a positive environment in the care home. The staff member should
motivate vulnerable people like Angel, instead of having lengthy chats with them employee
should give them point to point advice. If manager fail to make a good connection with patients,
they can take help of external counsellor. Their communication skill is better then others and
they can easily interpret the needs of service user. They also have necessary experience in this
sector so the chances of getting better results also enhances (Lepore and Helgeson, 2011).
Technology is one factor that can break the barrier of communication. Dove care home can show
various motivational videos to Angel, they should give him some real life examples where
people have overcomes similar tragedies. This will make a huge positive impact on his mental
state.
TASK 2
2.1 Influence of values and cultural factors on communication process
Angel is an African descent, there is a basic thinking that people of African continent do
not get the proper respective which they deserve. Angel's age is 29 and he is suffering form a
problem of learning difficulty. He also have some hearing issues. He cannot speak English which
is the main barrier in the communication. In present scenario, he do not have any values because
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of the unfavourable event that has happened with him. He has completely lost his confidence and
failing to fit in the culture of UK. If he would have basic education that he could have overcome
this trauma in less time. He do not have good learning ability, this is creating trouble for the
employees of Dove home care because they cannot teach him new things which is necessary for
building confidence in his personality. He ears are also not working properly, this lacuna in his
body is the prime reason that manager is having trouble in having a productive chat with him.
Angel comes from a different culture, most of the people take time when they have to
live in a completely new region. A personal with high learning ability can easily understand a
culture and follow the principle that is present in it but for Angel it is very difficult difficult.
Staff members of care home could use their culture at the time of organising fun events but
because of poor learning ability they do not have this option (Bertakis and Azari, 2011). An
African descent always think that their social class is below from the people living in European
country. Angel may also have this thought in his mind which is the prime reason of fear. This
issue make a negative impact on the communication process.
2.2 Impact of legislations on communication process in social care sector
Covered in PPT.
2.3 Policies and effectiveness of organisational systems for promoting good practice
An organisation who is operating in health care industry should not do discrimination.
They must have strict rules regarding this issue so the employees of care home like Dove know
their limits. Communication of various regulation is important for good governance. Staff
members should maintain a dignity in their professional career and organisation should give
rewards to the workers who follow government regulations and organisational policies
(Coleman, 2011). Their are different kind of service user in health care industry, if an
organisation make a separate policy for all of them then they can treat them in equal way by
treating them in unequal manner. Most of the patients are concerned about privacy issues,
incidents relating to this matter is increasing continuously. If Dove care home make sound policy
for protection of data and communicate it to the service users then it will be better for their
organisation. They record various private information about vulnerable people like Angel,
instead of selling this content in market they should try to protect it. This can be good example of
good governance. Manger of care home organise a regular session of employee and
communicate them different regulations. They should provide them training and make strict rules
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against the breaking of rules that is present in the organisation. Most of communication barriers
can be removed by using more than one mode of communication (Braveman, Egerter and
Williams, 2011). Verbal method is not the best option in the cases like of Angel because service
users do not understand English and they also have some hearing problem. A strong non verbal
approach of cited organisation help making sound connection with service user.
2.4 Ways to improve existing communication system
Dove care home uses both verbal and non verbal method of communication. Different
kind of people become service user of this organisation so they cannot make adopt a single
approach (Korda and Itani, 2013). First of all, they have to make an effective process regarding
the complains which they receive from patients. Instead of using traditional approach, they
should use new technique and use technology for resolving various issues. People like Angel can
hardly speak English, this organisation can buy a device which can make them understand the
mother tongue of patients. This will remove an important communication barriers and it will be
beneficial for both sides. Some people also have hearing problems, instead of using sign level to
increase their level of confidence, Dove care home can show them motivational videos on
YouTube.
Angel had a bad experience because a worker from old care home abused him. This made
a negative impact on the his thinking process. He need a special counselling which manager of
this organisation cannot provide to him. But they can arrange an expert of psychology and
organise an online chat with Angel. Patients are always concerned about their privacy, this
organisation should make more strict polices in order to give confidence to the family members
of service users. Their are many staff members who do not have basic training regarding soft
skills. Sometime they talk with the patients in an improper manner which is not good the name of
company. Manager should conduct a training programme in regular interval of time, this will
help them in finding lacuna's in their personality. Most of the organisations try to focus on only
one mode of communication, either verbal or non- verbal (Epstein and Street, 2011). In present
scenario, Dove care homes mainly concentrate of verbal method. They should shift their
concentration on other option because it will gain popularity in upcoming time.
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TASK 3
3.1 Utilisation of standard ICT software packages
Email
Hello Support workers,
Our organisation is organising an induction training programme on fire evacuation. This will
help us to provide better facility to our service in case of an emergency. Their are various
government institutions who are asking us to conduct this type of events. A basic training is
essential for saving the life of people in case of fire in the building. This programme will be
organised from 10-15 December and everyone has to come attend this session. Those who will
not become part of this event may have to face serious consequences. Those who will perform
well in this program, will be awarded by organisation. Necessary equipments for the training
will be provided by company and participants has to return it after completion of session.
Regards,
Manager
Dove Care Home
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Cerebral palsy is a condition where brain of a person do not get develop according to the normal
development that happen in the personality of an individual. Symptoms of this problem will can
be analysed in the early life. It is important to take medical advice from a specialist because life
long growth of a child is related to this matter (Moule and Hek, 2011). The main causes of
cerebral palsy is reduction of the supply of oxygen in the brain of child. Bleeding in a baby's
brain is another reason of this condition. Sometime an infant cause infection at the time of
pregnancy, this result in a poor lifetime growth of an individual. This is the link of website
which helped in getting this valuable information. (http://www.nhs.uk/conditions/Cerebral-
palsy/Pages/Introduction.aspx)
Name Angel Green
Age 29
Sex Male
Nationality African
Medical condition Sick
3.2 Advantages of utilising ICT in health and social care
Time sis considered as one of the main resources that is available to a person. ICT help in
fast processing and transferring of data. Most of the clients of Dove care home do not want to
share their private records with others. By using latest technology, cited organisation can deliver
this facility to service users. They buy a software which help them securing the information that
is present in care home. Issues relating to miscommunication can also get resolved in less period
of time. When two employees use oral way to communicate then they miss some key
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information at the time of chatting (Antheunis, Tates and Nieboer, 2013). But if they use a chat
software and do most of the conversation on it then they content will accuracy of records can be
maintained. New technology can assist in setting the accountability of every employee of the
organisation. Their are many modern instruments will like tab or laptop that can enhance the
efficiency of workers. This also result in better quality of service. Recording of information is an
important task for this organisation.
ICT play signifiant role in gathering of reliable data. It help them in their planning
process. Beside employees and organisation, ICT also provide various benefits to the service
users. The technology used by Dove care homes reduce they waiting time of their clients. A
better administration is always beneficial for the patients because, instead of focusing various
formalities, they can concentrate of their health.
3.3 Analysing legal consideration in the use of ICT affect Health care
An organisation operating in social care sector has to follow the regulation which is
present in health and social care act. Their was time when this industry has no relation with
technology. Clients were not aware about the rights that is available in various acts. ICT made a
positive impact on this field, nowadays, most of the people can get different type of information
relating to data protection or security. By using technology, confidentiality of records can be
maintained in an effective manner (Glasby and Dickinson, 2014). In case of breach of any law,
one can easily find the identity of the person who has committed the illegal act. Their are many
soft-wares which can assist in this process. Maintaining records of patients in essential for giving
them quality service, ICT play crucial role in recording and secured transferring of data. A high
level of confidentiality can be maintained using modern technology. The data can be updated on
daily basis and irrelevant information can be removed in short period of time.
CONCLUSION
From the above report, it can be concluded that service provide try to understand the
behaviour of a patient because starting their treatment. Background of an individual make a
significant impact on their current mental status. Care homes focus on developing self esteem in
service users so they can trust employees and support them at the time of providing medical
assistance. Communication problems can be solved by using ICT. Their are basically two mode
to communicate, one is verbal and other is non verbal.
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