Strategies for Effective Communication in Health and Social Care

This report delves into the crucial role of communication in health and social care organizations. It explores various communication theories applicable to these settings, emphasizing the importance of behavioral and psychoanalytic theories in building effective relationships with service users. The report highlights essential communication skills such as active listening, nonverbal communication, and the use of communication models like the Shannon-Weaver model. It addresses methods for managing inappropriate interpersonal communication and outlines strategies to support service users with diverse communication needs, including those with visual and auditory impairments. Furthermore, the report examines the influence of values, cultural factors, and legislation like the Equality Act 2010 and the Data Protection Act 1998 on the communication process. It also evaluates the use of ICT software in healthcare, analyzing its positive effects on service users, staff, and the overall care foundation, while also explaining relevant legal considerations. The report emphasizes the importance of effective communication for providing high-quality care and fostering positive relationships within health and social care environments.

COMMUNICATING IN HEALTH AND SOCIAL CARE
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Table of contents
Introduction......................................................................................................................................3
Task one...........................................................................................................................................3
1.1 Providing theories of communication in Health and social care centre....................................3
1.2 Describing use of communication skills in a health and social care.........................................4
1.3 Identifying methods of dealing....with inappropriate interpersonal communication between
individuals........................................................................................................................................5
1.4 Describing the strategies to support service users of health and social care with
communication needs......................................................................................................................6
Task two...........................................................................................................................................7
2.1 The influence of values and factors on communication process...............................................7
2.2 The impact of legislation, charters, and codes of practice on communication process.............7
2.3 The effects of systems and policies of organisation in order to promote positives practices of
communication................................................................................................................................8
2.4 The procedures to improve communication process in a health and social organisation..........9
Task three.......................................................................................................................................10
3.1 Evaluating the use of standard ICT software packages to develop work................................10
3.2 Analysing the positive effects of using ICT in health care institutes for service users, care
staffs, and care foundation.............................................................................................................11
3.3 Explaining the use of legal considerations and ICT impact on health care centres.................12
Conclusion.....................................................................................................................................12
Reference list.................................................................................................................................13
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Introduction
For the establishment of a better relationship between the service providers and service users, the
most vital part is the communication process. In order to understand the issues of the service
users, it is the duty of the care staffs to apply the right communication process and get the proper
information about the issues from the users. Not only for the case of the users but also to
establish is a proper system of service and an appropriate communicating process necessary
among the care staffs and management of the centres. Applying various theories and models, the
care organisations can build a proper system of the communication process in their centres. For
the development of service process of the care institutions, the appropriate process of
communication is important. The developed and new ideas of communication can make the base
of the care centres strong and can help them to provide the best service to the users of their
services.
Task one
1.1 Providing theories of communication in Health and social care centre
According to Moorhead et al. (2013, p.85), applying various theories of communication in the
health and social care institutes the service providers can improve their process of
communication and can improve their service system. It is the responsibility of the health care
centres to provide the best quality of services to the user. In order to improve the communicating
process of the social care organisations the important theories are following:
Behavioural theory
As per Grajales et al. (2014, p.13), the methods of the theory, it is necessary for all the service
providers including the care staffs and management of the organisation to behave in a pleasant
manner with the users. By maintaining the process of behaviour, they can able to build the
positive relations with the users. The comfortable relations with the service user help he care
staffs of the institutes to collect the information about the issues of the service users. The
appropriate behaviours of the staffs of the institutes build a comfortable environment for the
users. In the proper environment, the users feel easy to provide all personal issues with the
responsible staffs of the organisation. Any kind of rude behaviour of the care staffs makes the
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environment of the service centres negative. In the negative environment the treatment process
for the service users, become difficult.
Psychoanalytic theory of communication
It is a most important communication theory in health and social care organisation. By applying
the theory of communication, become easy for the care staffs to understand the mental conditions
of the service users due to their health issues. Understanding the mind of the users the care staffs
can take the proper steps for the proper treatment of the users (Cameron et al. 2014, p.225).
By following the methods of the theories, the nurse of the organisations can deal properly with
the service users. With the proper knowledge about this communicating process, they can make
the user well very soon.
1.2 Describing use of communication skills in a health and social care
Millar and Hall (2013, p.923) stated in the case of health care and social care institute to provide
the best quality health service to the users of their service system the most important thing is the
proper communication skill. Not only by adopting the communication theories but also by
improving the skills of communication, the staffs of the organisations including the nurse, care
staffs, and doctors can build the proper and developed communication process. The important
ski8lls of communication in the health care institutes are following:
Active listening
This skill of communication help the care staffs of the day care centres to listen attentively the
words of the service users and as per the requirements of the users, they can provide the services.
By getting appropriate information about the issues, the care staffs can provide the proper
services.
Nonverbal communication
By conducting the verbal communication process, the care staffs of the day care can get the
proper information about the issues of MRS D and can take proper steps to resolve the issues
properly.
Verbal communication
In the case of Mrs. D, the verbal process of communication is not suitable as she is deaf.
Writing skill
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Writing skills are also the important part of communication skill but for the case of Mrs. D as her
left eye site is not well, so it is not workable for her.
Depending on Shanon-Weaver Model of communication, the staffs of the day care can
communicate properly with Mrs. D. The process of Shannon-Weaver Model is following:
Sender
The sender of the information sends the proper knowledge and issue (Petersons and Khalimzoda,
2016, p.423)
Encoder
The encoder transmilers the information that sent by sender.
Channel
Channel provides the issues using various process of forwarding.
Decoder
Decoder accepts the information that is sent by the sender.
Receiver
The receiver receives the information atlas.
Figure 1: Shanon-Weaver Model
(Source: Petersons and Khalimzoda, 2016, p.423)
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1.3 Identifying methods of dealing with inappropriate interpersonal
communication between individuals
Street et al. (2013, p.568) stated that the inappropriate interpersonal communication process
interrupts service process of the care entree and provides negative effects to the health of the
users of the service system. In the case of Mrs. D, there are various issues due to the failures of
the communication process with the nurse of the day care institutes. In order to get the proper
help and services Mrs. D not getting the proper system to communicate with ten providers of the
service. As she is deaf and eyesight has problem so she is facing various issues due to the lack of
proper communication process. For the inappropriate communication process, Mrs. D is facing
various troubles including the necessary work of every day and in the case of cheque writing and
billing process.
The barriers of this communication system are
● Lack of proper communication process
● Lack of skills of the nurses of the day care
In order to overcome the barriers, Mrs. D needs to conduct individual conversation with the care
staffs and responsible doctors. Building proper process of communication Mrs. D can
communicate properly with her nurse.
1.4 Describing the strategies to support service users of health and social care
with communication needs
According to Ventola (2014, p.491), in order to deal with the service users with different
problems, it is necessary for every care organisation to adopt various strategies to deal with
them. As the problems of the users are different from each other, so it is essential to building
proper systematic process to deal with them and provide them best services As per the
requirements. In the case of both blind and deaf, the treatment and dealing process are different.
In the case of blind service user’s, to deal with this user the important strategy is following:
Braille guide process and verbal process
If the service user is blind, it does not mean that the user does not listen. In order to deal with the
users, the care staffs of the care centres can use the verbal process of communication and get the
information about the health issues of them (Hockenberry and Wilson, 2014, p.54). The staffs of
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the centres also can use the guidebooks with Braille system if the users have the knowledge
about the Braille reading process.
In the case of the deaf service users, the dealing process is following
Hand signs
Using hand signs the care staffs can communicate with the service users. For the users who are
deaf, the hand sign process and the written process is the most workable strategy (Coulter et al.
2014, p.89).
In the case of Mrs. D, as she is halfblo9nd and deaf, so the nurse needs to use both the hand sign
and Braille guidebook to deal with her. By following these strategies, the communication process
can be developed.
Task two
2.1 The influence of values and factors on communication process
As per Kulzhanov and Rechel (2016, p.1), the values and cultural factors provide impact in the
communication process of health care institute and social care centres. The Impact of the factors
is sometimes positive and sometimes negatives. Depended on the factors the influence occurs.
The culture and values are mainly the religious beliefs of the user's, age, gender, education,
social class of the users. Value and cultural, factors that influence the communication process of
the organisations are following:
Religious belief
The religious belief mainly provides negative effect on the communication problem. The beliefs
of the service users interrupt the process of communication and it became difficult for the care
staffs of the organisation to find out the personal health issues of the users (Valentine et al. 2015,
p.16).
Age
Age of the service users provides effect on the communication process. Sometimes older users
hesitate to provide personal information to the care staff that is younger than they are. It
interrupts the process of proper communication (Antheunis et al. 2013, p.426).
Education
The educations of the service users are also important to conduct the right process of
communication. If the service users are educated than, there is no barrier to providing proper
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treatment by collecting the proper information (Karopka et al. 2014, p.11). In the cake of less
educated user, they do not understand their problems and hesitates to share all information about
their health issues.
2.2 The impact of legislation, charters, and codes of practice on
communication process
According to Baines et al. (2014, p.569), in order to provide the best quality services and to
carry on the service process legally it is important for the health and social care centres to follow
all the legislation and code of practices that are created by the government in order to secure the
safety and right of the service users. By securing the rights and safety of the user the
organisations can conduct the proper service system.
Equality act 2010
As per equality act 2010, it is important for all care centres to provide same facilities and
treatment to all the users without conduction ng any kinds of discrimination. Service users of all
financial classes have the right to get the same opportunities to get proper treatment.
Data protection act 1998
As per the rules and legislations of data protection act 1998, that created by the government it is
necessary to keep secure all the personal information of the service users. It is the responsibility
of the service providers to keep secret all the information of e users and do not share the
information with anybody without the permission of the user. After getting the written
permission of the users, the care staffs of the organisation can share the information with
relatives and friends of users. All e data are needed to use only for the official uses.
2.3 The effects of systems and policies of organisation in order to promote
positives practices of communication
Gagnon et al. (2015, p.636) stated that for the positive practices of the systems of the
organisations and the policies are important. Depended on organisational system and policies the
proper practice of communication can be possible. With the help of the suitable policies and
system, the communication process can be developed in the centres and if the policies are not
workable then it provides negative impact overall practices of communication.
Documents
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Using the proper documentation process the care centres can improve their communication
system and build appropriate process of communication. The documents of policy and system of
the organisation help to conduct the good practices (Taylor et al. 2015, p.35). If the
documentation process of the organisation is positive then the communication practices can be
developed.
The proper documentation process of day care centres improve the communication process and
help the care staffs by providing proper knowledge.
Procedures
As per the policies and system of the organisation, the management of the organisation builds the
procedures. The proper procedures of communication practice can improve the whole process of
communication (Cameron et al. 2014, p.225). The policies and procedure that adopted by the
organisation are need to be suitable for the proper result of workplace.
By maintaining the proper process of communication, the care staffs can build positive rapport
with the service users and get proper appropriate information about the health issues of the
service users.
2.4 The procedures to improve communication process in a health and social
organisation
Grajales et al. (2014, p.13) stated that in order to improve the communication processing in the
health and social care centres the procedures are following:
Monitoring
In order to conduct any kind of improvement in the communication process, it is essential to
monitor the present process of communication. Based on the information of present process of
communication the care institutions can conduct the development process in the communication
system by adopting developed and new ideas.
Reporting
The information that is collected from the monitoring process needs to analyse. The required
improvements process needs to report to the responsible departments of the organisation to
proceed on with be development.
Training
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In order to build proper communication process, the care centres need to provide appropriate
training to the care staffs of the care centres. With the help of proper training, the care staff can
conduct e proper process of communication.
Communication skills
The training process is important to improve the communication skills of the employees. The
important communication skill for the care staffs is active listening, verbal, nonverbal and
written skill. By getting proper skills about the communication process, the staffs can understand
all the policies of the process and can achieve their goals easily.
Task three
3.1 Evaluating the use of standard ICT software packages to develop work
(Refer to Appendix 1)
In order to develop the service system of health and social care centres, it is essential to use the
standard ICT software packages (Haluza and Jungwirth, 2014, p.298). The best quality services
can be provided to the service users by using the ICT software. In the case of health care
institutes, there is importance of use of this package.
Detection
In order to detect the issues of the service user, the use developed Information and
communication technologies are important. To find out the appropriate issues of health of the
service users the standard ICT software package is helpful.
Communicate
Using e developed communication process like ICT software the organisation can communicate
properly with the user and the staffs of the organisation.
Provide information
In order to provide and accept information from other sources, there is the use of standard
Information and communication technologies. The files about the personal information of
treatment of the users can be made secure and transfer properly with the use of standard
software.
Carry on treatment
In order to carry on the treatment and service providing process, the important information and
communication can do by using the developed ICT software packages.
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Emergency and quick service
In the time of emergency and quick service process, there is the importance of ICT software
packages.
By using developed technologies and computer system, the care staffs of the centres can detect
issues and can provide the information to the next department to start the issues resolving
process.
Figure 1: Blood pressure mapping machine
Figure 2: Stethoscope
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3.2 Analysing the positive effects of using ICT in health care institutes for
service users, care staffs, and care foundation
In using of standard ICT software there care the benefits for the both the service providers and
servicers users (Baker et al. 2014, p.467). The benefits of service providers are:
Meet needs
The needed skill of and process the care staffs fulfilled due to the use of the software.
Business administration
The business of the organisations can be developed due to use of standard package of the ICT
software and they can build their popularity by providing the best service system.
Efficiency
The efficiency of the care centres can be improved and they can able to satisfy be service users
properly.
Service quality
The service providing quality of the care centres become very fast and the quality of the service
system of the organisation became best.
Meeting requirements
The targets to provide the service to the users, is fulfilled by the organisation by adopting these
developed and new technologies.
Accountability
The accountability of the institutes increases rapidly and service system improved appropriately.
The benefits of service users are:
Fulfil requirements
The requirements of the service users, including the requirements of proper service fulfilled and
the users get the satisfactory service system.
Treatments
The users get the proper methods of treatment and they get well soon by getting the appropriate
treatment with the help of ICT.
Accuracy work
The service users get the proper services for the care institutes and the accuracy of the service
quality increase rapidly
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