Confidentiality, Communication, Data Handling in Health & Social Care

This report delves into the critical aspects of confidentiality and communication within health and social care settings, emphasizing the importance of adhering to the General Data Protection Regulation (GDPR) and related legislation such as the Data Protection Act 2018, the Care Act, and the Human Rights Act. It explores various communication methods, including verbal, non-verbal, written, and electronic, highlighting their roles in effective healthcare delivery. The report also discusses key communication theories like Argyle's communication cycle and Tuckman's team development model, which are essential for fostering teamwork and patient care. Furthermore, it examines the maintenance and security of patient records, emphasizing the use of electronic health records and the importance of secure data sharing to prevent unauthorized access and misuse. The Care Quality Commission's (CQC) role in ensuring quality and safety in health and social services is also addressed, alongside the ethical considerations of patient confidentiality and data protection.

Activity 1 “Understanding of Confidentiality”
D3 The confidentiality of personal data is of utmost importance in line with the General Data
Protection Regulation. Privacy functions bring with them the idea of protecting information.
Therefore, confidentiality is important when conducting environmental and caring activities
(Hutchings, 2019).
By maintaining confidentiality, people build trust in the medical facilities they visit, so they must
have good customer relationships (Berg et al., 2021). Confidentiality in health and social care
refers to respecting the privacy of the patients and not sharing any kind of details concerning
them with others. The state of keeping information a secret is called confidentiality.
Information of a patient is shared in case of the situation where disclosure of information benefits
the patient overall and the patient lacks the ability to consent. Also the confidential information
can be shared without the consent of the individual in case the information is required by the law.
Information is also shared when it benefits the child that will arise through sharing of
information. Confidentiality is breached in case the information is shared without the consent of
the person concerned.
The term communication refers to the exchange of information. Communication in health and
social care is a broader concept that involves ensuring that the person to whom the information is
communicated actually understands the information accurately. This information exchange can
be through speaking, in writing or any other media.
D1 The different types of communication in health and social care are:
VERBAL COMMUNICATION – It is an important
way of communication in health and social care.
Verbal communication involves using voice as a
medium to communicate information. This is used
for getting information from co-workers, patients,
their relatives, etc. Questions asked by doctors and
nurses are replied while communicating verbally. In
team meetings discussions are based on verbal
communication. Verbal communication is used for
giving feedbacks. It is the medium used for
communicating reports to the patients and their
relatives. Any problems and complaints are
addressed through verbal communication in first
place.

NON-VERBAL COMMUNICATION – This type
of communication involves use of body language or
gestures to express command, affirmation, etc. This
kind of communication is commonly used when the
purpose of communication is limited or short, and
can be done in concise way.
WRITTEN COMMUNICATION – It is used
largely for communication in health and social care
generally for recording the cases that comes to the
health care centres. Accident forms are filled in
writing. Appointment letter giving to patients, the
menu of lunch, and care plans use written
communication. Written communication must be
accurate and able to communicate the information
clearly.
ELECTRONIC COMMUNICATION – Electronic
communication refers to the usage of information
and communication technology for communicating
information. With the increasing use of electronic
communication, the communication is becoming
more and more easy. Communicating over texts,
electronic mails, and on inter or intra –net are the
ways by which electronic communication takes
place. This form of communication is used when
management wants to communicate with staff
members or hospital communicates with the
patients.
D4 “Legislation, Policies, Procedures and Codes of Practice in Management of
Information”
The Care Quality Commision (CQC) manages all health and social services in England and
ensures quality and safety.

The code of conduct helps service users understand how service providers should treat them
and helps the Health and Care Council (HCPC) determine whether to protect the public (Levin-
Zamir, 2020).
The Data Protection Act 2018 is considered to be the implementation of the General Data
Protection Regulations(GDPR). It explains how it is the responsibility of the businesses to use
the personal data only for following the strict rule that are called data protection principles. It is
also essential for the making the information be used fairly and lawfully. This is also considered
to be the factor which helps in the keeping transparency in the organization.
The Care Act
This is the law that governs how local authorities
provide care for adults, people over 18 years. The
care act is used as guiding principle that cares the
adult citizens of the nation. As per the care act there
are six principles of safeguard, these are namely
empowerment: support is provided to make the
individuals initiate decisions on their own,
prevention: take actions before the things start
causing harm to others, partnership: participation of
community in the process as it have major role in
providing with local solutions, accountability: the
whole process is made transparent and accountable
(What are the 6 Principles of the Care Act 2014?
2022). The act works with the purpose of caring and
supporting the adults with their needs. The meaning
of confidentiality here is that the person providing
care maintains confidence within themselves and
the patient for good care.
The Human Rights Act
It is the Human Rights Act that helps to enact the explicit status basis for the response of the
basis of protecting and promoting fundamental rights. Human rights act is an act that is used
safeguard the interest of population. The law helps the citizens in ensuring that their rights are
duly defend in the legal proceedings and are compulsory to be practiced and followed at public
organization. Human rights act is connected with confidentiality as the act includes right to
privacy to an individual. It means that the human rights provide all the citizens equal rights
despite their cultural background to be effective in the nature.
Common Communication law

This is the law that is branch of the law that focuses on the regulation of the transfer of
information that is through the law of internet cable and satellite telephone. CQC is linked to
confidentiality as the approach is lawful and confidentiality is maintained at all levels (What is
Communication Law? - Definition & Examples, 2022). Confidentiality in common
communication law is ensured through communication between two persons who have faith that
the other one will not disclose their word to others.
D2 The theories of communication are,
Argyle communication is considered to be the verbal and non-verbal communication is a skill
that is needed to be learnt and developed. It is the communication that is essential for the
development of the appropriate responses that must be adapted over the communication of
success.
Tuckman’s Model team would go through 5 stage of development of forming, storming,
norming and performing help in the communication between the team This model is used to
explain the level of maturity in team and the ability of team members in developing themselves
through leadership styles.
Forming: This is the first stage, here the structure of the entire team is put together. The aim is to
avoid conflict among team members and any cost (How to Recognize the 5 Stages of Group
Development, 2022). Behaviors of team members is observed. The observed attributes are
politeness, tentative joining, etc. Needs of team are analyzed to decide leadership style in
response to it.
Storming: This stage arise as a result of organizing the processes and tasks by team leader. Issue
that comes in this stage are leadership, structure related and power issues.
Norming: New ways are designed at the stage. The aim of process of norming is to bring team
together for doing work in a different way.
Performing: This stage is where team development is talked about. Flexibility in team members
is inculcated here.

C3 “Confidentiality in Health and Social Care”
Confidentiality is the right of an individual to be able to provide the medical information that is
kept private and also confidential. It is also considered to be the factor that the individual expects
between them and the doctor.
As per the rules the doctors generally require their staff to keep patient’s medical records
confidential unless the patient allows the doctors to disclose them.
According to the rules the doctors can only reveal the secrets of patient when they have learnt
about the profession except the in court related to the identification of the risk to a specific
person.
D4 The General Data Protection and Regulation Act adopts a policy that requires members of
any organisation to sign a confidential legal document (Gray et al., 2018). The document covers
the duration of the contract, the result, obligations and differences in managing confidential
matters in the organisation. This contributes to better health and social care management services
(2018). The term policy refers to the principles that guide certain course of actions. Policies are
for corporate governance documents, governance documents, etc.
C2 “Records Maintenance”
The concept of computerised medical record processing has grown and will continue to grow
significantly in the future.
There are several ways technology can be used to record and report patient data. Technical
reporting and data logging methods are outlined below.
Some ways in which the records can be maintained are also considered to be related to the
ways in which the organization is able to store them. It is also the key practice that helps the

operations to be very effective. For this organization needs to generate growth for the
development of its operations.
Electronic Medication Administration Records
Electronic Medication Administration Records is a technology used to record prescription drugs
for patients. This technology enables caregivers to deliver drugs efficiently and reliably.
Electronic medical records help keep patients' medical records in their records while accelerating
the physician's decision-making process (Ryan and Kushalnagar, 2018). The technology can
inform patients about drug changes and alert them to avoid missed doses. It helps prevent
mismanagement and other possible errors.
Electronic Health Record and Electronic Patient
Record
Other important technologies include electronic health records that enable detailed recording of
patients' medical histories. It also maintains a registry of diagnoses, laboratory and test results,
radiographs, vaccination data, allergies, treatment plans, and more (Timmermans, 2020).to
Electronic patient records provide evidence-based tools that scientists can use to make patient
care decisions.
NHS Mail
NHS Mail is another technology responsible for protecting how patients and healthcare providers
communicate (Barnes, 2019). NHS Mail is NHS approved, and enables patients can contact their
doctor from anywhere. It is a kind of diary and directory system for recording and
communicating among NHS.
C2 “Security of Data Maintenance”
Storing Records
Records and health data are always saved on portable paper and stored in file storage cabinets,
making obtaining, updating and sending these records difficult and inefficient. However,
technology has made it possible to keep electronic medical records (Timmermans, 2020). This
makes the process of finding, updating and transferring personal data as efficient. While
electronic health records are very effective, but increases the risk of unauthorised access to this
information.
Accessing Records
Health and social care settings use data standards to assess the quality and consistency of the
content of medical records and records. There are three main considerations for the content and
documentation of health records: Trade-in content, vocabulary and shipping standards in health
information management (Sheehan et al., 2021). The content exchange standard provides the

conditions for the data exchange format, ensuring the ability to send and receive medical and
administrative data in an extensive and useful database of information systems. For example, in
the health field, computers can quickly analyse datasets to predict outbreaks, diagnose disease,
and provide appropriate treatment (Timmermans, 2020).
Sharing Information
The security data and information must be shared safely and securely to ensure that these data
and information are not used or misused by people other than the authorised users for personal
gain or benefit or to harm the business's organisation (Sheehan et al., 2021). The data and
information should be shared through sites that provide business-grade security and can be
accessed remotely. It is easy to access and use this data and information. The sharing of secure
data and information always involves a risk where this sensitive data can be released, making the
business or the organisation susceptible to various attacks. Another problem is that while the
employee or the authorised user is trying to access this information or data, malicious software
can get installed in the unit and harm the environment. (Ryan and Kushalnagar, 2018).
Paper information needs to be stored in a locked metal, filing cabinet, it can also be stored in
boxes and on shelves. Patient’s notes can also be mounted on the walls that are stored in the
administrative area of a GP practice. Paper information is stored for having the space of the files
that face difficulties without the box of lever arch files.
Information stored on computer is stored in computer files. They are usually accessed via
passwords that are changed regularly; passwords should not be shared to again protect
confidentiality. Access to the filing cabinet should only be accessed by restricted staff.
“Considering Josef's Role as A Health and Social Care Practitioner, Explain The Potential
Tension Between Maintaining Confidentiality and The Need to Disclose Information”
The role of Josef is significant in terms of the health and social care data records. It is recognised
that there may be occasions when health and social care providers feel the need to break
confidentiality (Levin-Samir, 2020). In public safety situations, health and social care
professionals can compromise patient confidence by disclosing any information related to patient
treatment. In addition, the problem is as serious as the work for which they are responsible for
health and social workers. In some cases, they legally report cases or concerns to their superiors
or other professionals; if they fail to do so, they may be subject to disciplinary action.
Timmermans (2020) suggests that while health and social workers feel compelled to breach
confidentiality when patients are at risk of injury, this does not include the so-called disclosure
function. Information related to participation in criminal or other illegal activities. The decision
to breach confidentiality is considered extremely important and minimised when it benefits the
victim.

D1 Activity 2 “Types of Communication in Health and Social Care Settings”
Communication skills are daily used in health and social care for the doctors to determine how
effective they can handle the patients and how to treat them effectively
.Every health and social care personnel must have effective and well-mastered techniques or
rather skill on how to handle the patients regardless of the situation (Leitão et al., 2018). There
are various barriers that may limit the efficiency of the health and social care provider's
communication skills.
These might be an environment of work, language preferences and unclear communication link
or channel between the patient and the personnel. Therefore, a deep analysis of communication
theories is relevant in health and social care and determining the effectiveness of the
communication skills. This will help determine the appropriate methods for handling
inappropriate interpersonal communication.
Verbal: Whereas verbal communication is the way in which the health professionals
communicate with each other that is considered to be required for the ways in which they
Non –verbal communication: In the health care setting the non-verbal communication includes
the facial expressions, eye contact and posture of the body that helps the enhancing the ways in
which the patients observer language can provide important cues of how they are feeling.
Written Communication: In the hospital setting the forms of communication are referral and
discharge letters that are considered to be subdivided into three types of requests that are
essential for assessment.
D1 Who communicates in Health and Social care
There are a range of people who need to communicate in health and social care settings, such as
doctors, nurses and patients.
Communication is said to be important in the health care setting between doctors, nurses and
patients and it helps the health care workers to provide protection of their patients, save on costs
and increase day to day operating efficiency. Meanwhile it is considered to be helpful for
increasing the access to their medical histories.
For example, a doctor will communicate with a patient about the treatment they will need. This is
a key requirement.
Nurses will communicate with patients and other health and care practitioners who are
considered to be responsible for the fulfilling the needs of the patients.

Patients communicate with doctors, nurses, in fact all health care workers to share their
medical history, how they are feeling, express pain, and care needs etc.
D1 “Reasons for Communicating in Health and Social Care Settings”
The humanistic approach considers people to be perfect and positive in their lives. Carl Rogers
was the psychologist who invented the human way. It focuses on personal development among
people, hence developing Person-Based Therapy (PCT). This includes counselling, therapy, and
a therapist-client relationship. At PCT, therapists encourage clients to express their true feelings
and inner feelings (McGilton et al., 2018).
Moreover, Abraham Maslow suggested that they must meet certain requirements for people to
reach their full potential. This is called self-driving. A humanistic approach is essential to health
and welfare as the Maslow Hierarchy of Needs helps show practical steps to do it. For example,
a patient's condition may not improve until his psychological needs are met. Added to this are
safety requirements, through regular medical examinations to feel safe in the community, social
workers (Hutchings, 2019).
People communciate to share information/share knowledge, to to get to know each other and
build relationships with each other and develop trust, to get information, to share feelings
Google Classroom (2021). We also communicate to
express thoughts and t ideas and to give and receive
support (Mapp, (n.d))
We communicate due to the different reasons that are related to t eh ways in which the
information is shared or used for the communication of asking, expressing wants and needs that
are developed for the social relationships.
C1 “Communication and Language Needs and Preferences”
People have different language needs and it is the responsibility of workers and the organization
to be able to meet these needs.
British sign language Is the first and preferred language of several deaf people in the UK. Many
deaf people consider that it is a language if it's right as it is the way they communicate and
interact with others about their needs and the support required for them. For example, a child
who is born deaf would need to use sign language as they grow up the parent or guardian would

need to reflect the use of sign language in their own lives also so that they can communicate
effectively; this shows the support needed for communication (Ryan and Kushalnagar, 2018).
Makaton: This is a system of signs and symbols for developing sign language to help people with
difficulties communicate so that they can understand. Understanding body language and
movement may also be required to support the perspective that practitioners wish to portray to
them. An example of Makaton being in use would be a child in a special needs class; the room
might have colourful posters and animations in bold symbols to convey a concept for them to
understand (Gray et al., 2018).
Advocates: Advocates in health and social care are the persons that speak on the behalf of
patients that are not in condition to do so on their behalf. There are three main parts to advocacy
establishment of agenda. An agenda should be capable of raising awareness. The next part is to
identify the stakeholders that can carry the message of agenda. Thirdly the channels are
established for this purpose. The top-down stakeholder communication approach is used.
Interpreters: Health care interpreters are the ones that actually facilitates the communication
patients having limited knowledge of English or patients who are either deaf or hard of hearing
and the health care providers. Health and social care centres have trained interpreters for the
purpose of communication effectivity.
Translators: Translators are the one who converts the written communication documents into
other languages.
ICT: It is a common abbreviation to information and communication technologies. Digital
technologies, databases and applications are involved in this for the purpose of prevention to
illness of patients, treatment to their diseases, and management of long term diseases.
Augmented and Alternative Communication Methods: Commonly known with the abbreviation
AAC gives number of ways to communicate in health care setting for supplementing or
compensating to the patients with disability and impairment related to communication. The
resources that are used under Augmented and Alternative Communication Methods are
emergency medical services, hospital in patient services, etc.
PECS: It stands for Picture Exchange Communication System, a resource used by children and
young people having difficulties in communication. PECS is a type of AAC. The approach to

PECS is consist of 6 phases (Picture Exchange Communication System (PECS), 2022). The
phase one is concerned with teaching communication. Distance and persistence is learnt at stage
two. In stage three picture discrimination is taught. The phase four is related building of sentence
structure. Last two stages are where required teaching takes place specific to the case. Autism
Spectrum Conditions requires the use of PCES.
B1/B2 “Factors Influence Communication and Overcoming of Communication
Barriers”
This involves an understanding of what gets in the way of communication. As a health and
social care worker it is important to understand barriers to communication, that is to say what
stops communication from happening.
Uses of signs and Symbols: this is a nonverbal type of communication; it also plays a vital part
in the early development of communication. It can help you communicate with people who are
deaf.
Signs, along with spoken words, help children or young people focus and understand what is
being said; using a sign can help visualise where or what the person is referring to (Levin-Samir,
2020). For example, a teacher might draw a picture of a house fire and then put an arrow next to
a door showing where to go in case of a fire emergency. This gives the deaf person a visual
prompt of what the person is trying to portray. It also extends their understanding.
A symbol represents an image or object. In the case of a deaf child whose speech is difficult to
understand, signs and symbols enable the person to contribute that others understand. For
example, in a hospital, a person who does not understand English and can't read the emergency
notice board or practitioners might use objects and symbols to portray the message across to the
person (Leitão et al., 2018).
Human aids to communication: human aids to communication are very valuable to those who
have hearing impairments; communication like this is very effective and useful as it enables
those who have hearing impairments to be part of what is going on during the meeting, speech
and to understand television programs, this boosts the quality of life, meaning that they will not
be isolated from society of social occasions (Berg et al., 2021).
English as a second language can pose as a barrier to communication. The role of interpreters is
to interpreter the skills and knowledge related to both healthcare delivery and patient’s native
language. To fill the communication gap between the doctor and patient. The role of the

translator is to translate the patient records, prescription, pharma labels, post discharge and also
clinical trial.
The role of advocate is to help review the diagnosis and treatment options, medical records and
test reports for accompanying the patient’s appointments.
Variation between cultures: Communicating effectively with people from different cultures is
challenging. Culture offers people ways of thinking and interpreting the world. So the risk of
misunderstanding increases when the language is different, and the translation is used for
communication (Barnes, 2019). Body gestures and eye contact can cause misunderstandings
between people from different cultures; for example, crossing the arms during a conversation
people could perceive as rude or defensive; this shows how body language is very sensitive to
people with different mentalities. To overcome the communication barriers following can be
considered,
 Respecting a person’s desire to not being able to communicate.
 Having clear understanding of the use of language and person understanding.
 Clarifying whether the persona has understood or not.
Communication with deaf patient would need, slow speaking and clear ways in which the patient
can be managed. Wearing name ages that state the job description, offering and sending text
message for communication and also developing clear communication as possible.
(McGilton et al., 2018).
Language needs required are the term that is referred to linguistic resources that learners need in
order to successfully cope with the forms of communication.
For health care individual deliberation about the specific elements related to the anticipation of
the health outcomes is very important.
Environmental issues: In order to communicate for meeting the needs of other avoiding
unnecessary noise and distractions. Avoiding complex sentences and being patient is very
important aspect of communication.
B2 “Additional Services to Enable Communication Effectiveness”
“Access Additional Support Services”
The main theoretical framework in communication is the social theory. This theory is used to
determine and interpret any social phenomenon within a specific scenario or rather school of