Effective Communication in Health and Social Care - Report Analysis

This report comprehensively examines communication within the health and social care (HSC) context. It begins by introducing the significance of effective communication, followed by a discussion of relevant communication theories, such as social learning and humanistic theories, and their application in patient care scenarios. The report then details essential communication skills for healthcare professionals, including active listening, clarity, and respect. It further analyzes methods for addressing unsuitable interpersonal communication, emphasizing the importance of confidentiality, monitoring, and feedback mechanisms. The influence of values, cultural factors, charters, codes of practice, and legislation on communication processes is also explored, with the aim of identifying strategies to support individuals with special communication needs. The report includes a case study analysis, highlighting the impact of poor communication on patient outcomes and advocating for improved organizational practices and communication strategies to enhance patient care and overall service quality.

Communication in
Health and Social Care

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Relevant theories of communication to health and social care context.................................1
1.2 Using communication skills in health and social care...........................................................2
1.3 Reviewing methods that are dealing with unsuitable interpersonal communication between
people and HSC...........................................................................................................................3
1.4 Use of strategies to support users of HSC with special communication need.......................4
TASK 2............................................................................................................................................4
2.1 Influence on communication process by Values and cultural factors...................................4
2.2 Impacts of charter, code of practices and legislations on communication process in HSC. .5
2.3 Effectiveness of organisation system and policies in promoting good practices in
communication............................................................................................................................6
2.4 Suggest ways for boosting communication process in HSC.................................................6
TASK 3............................................................................................................................................7
3.1 3.2 & 3.3................................................................................................................................7
Covered in PPT............................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Health and social care has always been a field which requires utter dedication and
managerial skills. All the individuals who are employed in this field needs to be best for serving
patients in an equal and desirable manner. There are different types of ways in which the doctors,
nurses and carers deal with the patients (Moorhead and et. al., 2013). At the moment, with the
rise in diversity there are more chances of diseases and issues related to health. The health care
services need to make sure that they are able to deal with problems and treat each case with care.
This report is based on various cases that will be reflected in the form of essay. It will be stating
as how communication assist health care workers in treating a patient in a proper manner. This
report will cover all the aspect which would be followed to provide treatment to different cases
in a specified manner.
TASK 1
1.1 Relevant theories of communication to health and social care context
As mentioned in the case scenario, Luke Dobson was a 43-year-old guy who was suffering
from severe learning disabilities as well as epilepsy. There are various other issues related to his
ability to walk and stay on his own. This is why it is important for a carer to stay put with him
and communicate in a proper way. Luke uses mixed of sign language and his own special signs
to state about issues. As a health care worker, it is a very important for an individual to make
sure that all the issues and problems of patient is understood (Epstein and Street, 2011). Certain
theories of communication are used for dealing in such cases which include bother Verbal and
Non Verbal methods.
Good personal and interpersonal skills are required by health and social carers which
ensures that people are able to deal with issues in a set manner. the theoretical aspects ensure that
each issue is addressed in a good manner. several theories that applies to the case are stated
below:
Social learning theory states that communication and learning has to be in a set certified
manner. According to (Grajales and et. al., 2014), normally people learn from one another while
following the basis point of observation, imitation and modelling. This is a theoretical aspect
which bridges the gap between behaviourist and cognitive approach as it focuses on attention,
memory and motivation. While following this theory in Luke case, a Carer can approach senior
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officials and other parties in making sure that he is able to inform them regarding Luke
condition. Any type of gap in communication will impact his ability to survive.
Humanistic theory: As stated in this theory of psychology, it states that any person need to
analyse others work as to ensure that they are able to understand their level of perspective.
Health carer has to analyse the individual effectiveness as to ensure that they are able to
understand their issues and serve them in a proper manner (Bennett, 2010). this also allows them
in transferring learning as well as transferring it in a right direction.
As a health carer and analysing the case of Luke Dobson, it is understood that these two
theory would have been perfect in ensuring smooth flow of communication between hospital
staff and carers.
1.2 Using communication skills in health and social care
There are different types of skills which are needed by a health and social worker to ensure
that he is able to deliver better co-ordination in the process. It is an integral part of a carer job
profile to ensure that they are able use the skills in a way that people like Luke Dobson are able
to live their life in a proper manner. The health service providers need to make sure that each
task is completed in a set time period as it can be critical for the case of patient (Antheunis, Tates
and Nieboer, 2013). Also, there is no space of any mistake as people need coordinate to make
sure patient gets healthy. There are numerous skills which can be used in the case of Luke.
Listening is a very important aspect for a career. If he is not able to understand what
patient wants than he will not be able to deliver good quality of services. A health carer has to be
active so that patient is treated well and their problems are solved.
Clarity is required so that overall flow of information is maintained. This is what happened
in the case of Luke where there was no clarity between nurses and doctors which led to the death
of patient.
Friendliness is important as it assist health care workers in establishing relationship with
individuals. In case of Luke a staff member was seen shouting when they were briefed that he
has learning disability as well as does not find it good when shouted.
Respect is something which is needed by every person specially patients as they know that
they have issues and if they are not treated well then they get depressed. Same thing happened to
Luke, as health carer was away, the hospital staff mistreated with him which made him lose
stability.
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These are some of the skills which are required in the health care sector. They need to be
used as to ensure that each patient is treated well as all of their issues are sorted out.
1.3 Reviewing methods that are dealing with unsuitable interpersonal communication between
people and HSC
It is important to set up inter-personal communication process in a HSC setting so that all
the issues can be sorted out in a set time period. If there is existence of inappropriate
interpersonal communication than it will have impact upon the working as well as serving
quality of HSC personal (Betancourt and et. al., 2016). There are different methods which can be
used for reviewing the ways which can be used for dealing with it. The techniques which are
used by organisation are stated below:
Confidentiality of information is stated to be related with one of the major approach with
which inappropriate communication can be dealt with in a proper manner. basically feedbacks
are required to be taken from each party as to understand where actual variances exist. After this
an analysis will be conducted and potential solution will be identified as to serve the purpose of
fixing a problem. Health carer has to make sure that patient information stays protected and
confidential. So that no one can use it in a wrong way.
Monitoring and listening is the method which is sued for making sure that each activity is
properly monitored by a senior official. For example, nurse’s activities had to be monitored by a
senior nurse or a doctor as to ensure that they are taking good care of patients. as well as the head
doctor has to make sure that every patient is receiving treatment which is required. This can be
done by communicating and visiting patients daily (Coulter and et. al., 2014). A verbal-written-
nonverbal feedback should be taken by him as to ensure that they are able to deliver on all the
issues.
Unseemly relational correspondence between people of HSC can influence working and
administration or fulfilment and conveyance of administrations also. Along these lines,
administration of Health carer need to break down sufficient techniques through which they can
manage this procedure (Kreps and Neuhauser, 2010). This lacking relational correspondence
influence the entire HSC setting and condition too. By thinking about these perspectives, social
care staff individuals need to influence appropriate correspondence to chain which empower
them in managing all kind of contrasts.
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1.4 Use of strategies to support users of HSC with special communication need
TASK 2
2.1 Influence on communication process by Values and cultural factors
There are various impacts of cultural as well as values upon communication that takes
place between patients and care takers. It is very important for a care worker to make sure that
they are able to understand issues and problems of people so that they can treat them well
(Greene and et. al., 2011). Basically today, diversity between patients is massive and due to this,
a care worker has to make user that he is able to understand all the issues in a desired manner.
there are some major duties that have to be performed by carer as to ensure that they are able to
identify the cultural values. This will basically enable them in rendering qualitative services to
service users.
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In the case of Vicky, there was huge miscommunication between patient and the hospital
staff. Basically if Vicky complained regarding the call switch as well as the incident with a man,
nurse did nothing. The hospital had a severe issue of understaffing which caused delays and less
activeness of workers. The issue related with Vicky could be solved easily but management of
hospital as well as staff were too slow for any type of action. As a care worker it is the duty to
ensure that all patients receive equal treatment and are recover well (Insel and et. al., 2011). A
care worker has to make sure that they are able to work in as per the culture and religion
followed by people.
The communication process followed at the hospital where Vicky is admitted gets
impacted by cultural values. For this there is requirement of cultural training so that people can
be prepared to treat other patients in a proper manner.
2.2 Impacts of charter, code of practices and legislations on communication process in HSC
There are various charter and legislations that are implemented in health and social care.
When it comes to communication, these laws allow various parties in interacting and sharing
information related to the patient. In case of Vicky, the nurses failed to inform her regarding
various issues. Even her complaints were unheard. This distressed the patient and impacted her
health. The health care workers need to make sure that they are able to understand all the issues
in a proper manner but in Vicky’s case they were not able to understand them which caused
several issues (Keckley and Hoffmann, 2010). Moreover, management is tasked to maintain a
level of confidentiality of information so that they are able to process all information to staff and
patients. the laws which assist in forming process of communication are stated below:
Equality Act, 2010: Care workers need to make sure that they do not discriminate against
anyone. They need to ensure that each patient is treated in a manner that fixes their illness. As
well as all the services need to be provided on similar basis.
Data protection Act 1998: It was the task of care worker to make sure that they protect data
and information related to people. as this information can be misused by other people who are
researching regarding various other factors. It is the duty of care worker to secure data regarding
illness and personal details of patient.
Access to health records, 1990: Each and every health worker has to analyse the records of
health that are kept with organisation as to easily take out information regarding previous disease
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in front of doctor. Basically, it helps a doctor in making sure that they are able to understand past
issues faced by patients in sorting out current problems.
Health care professional council standards of proficiency for social workers has modified
their module as to prepare health workers who are more competent. Every individual who
completed training is sent to HCPC. This si done to test that they are well qualified.
2.3 Effectiveness of organisation system and policies in promoting good practices in
communication
Great practices in correspondence empower administration to work and achieve all
objectives on time. Each hierarchical framework is not quite the same as each other which are
connected with their procedure and system. Staff individuals need to break down their parts and
obligations legitimately so they wind up plainly ready to convey their administrations to
customer sufficiently (Kitson and et. al., 2013). From this, each part better thinks about that who
will answer to whom. This hierarchical framework adequacy upgrades the profitability of
administration. Alongside this, working directions must be taken after by each individual
appropriately with the goal that they can achieve all objective and objectives on time.
Alongside this, administration need to detail appropriate approaches for their working. In
such connection, management need to set up this for influencing classification in their data or
information to process. This guide them in picking up the trust and confidence of each client
which are using the health services of social insurance. Likewise, they need to set up a few
directions which are connected with tormenting in light of the fact that hostile to harassing
frames need to fill by the care workers. This connotes appropriate administration will be
surrounded at working environment.
2.4 Suggest ways for boosting communication process in HSC
Communication is a process that is used by an individual for conveying messages to one
another. It is essential to ensure that each task is completed in a set period of time so that they are
done effectively (Sheldon, 2011). In case of Vicky there were some elements of communication
which were missing and this led to her critical condition. Those elements which need to be there
are:
Openness: The health care workers need to develop a system where patient is able to
participate in communication process as well as they heard in a proper manner.
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Participation: Management has to ensure that there is proper participation between care
worker and patients so that they are treated in a proper manner.
Making communication process more informative: Developing a system which is right and
more informative is very important as it will make sure that patients issues are heard and solved
which will help them in recovering in faster manner.
TASK 3
3.1 3.2 & 3.3
Covered in PPT
CONCLUSION
As indicated by above report setting, it is plainly get recognize that correspondence assumes
a key part in setting of wellbeing and social care. It offers help to manage each kind of
administration clients and recognize their necessities and prerequisite too. Alongside this,
different abilities of correspondence advance moral working which depend on a few
speculations. In addition, HSC need to utilize legitimate techniques through which they can
expel wrong relational correspondence process between different shop gentlemen.
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REFERENCES
Books and Journals
Antheunis, M.L., Tates, K. and Nieboer, T.E., 2013. Patients’ and health professionals’ use of
social media in health care: motives, barriers and expectations. Patient education and
counseling. 92(3). pp.426-431.
Moorhead, S.A. and et. al., 2013. A new dimension of health care: systematic review of the uses,
benefits, and limitations of social media for health communication. Journal of medical
Internet research. 15(4).
Epstein, R.M. and Street, R.L., 2011. The values and value of patient-centered care.
Grajales III, F.J. and et. al., 2014. Social media: a review and tutorial of applications in medicine
and health care. Journal of medical Internet research. 16(2).
Bennett, P. ed., 2010. Risk communication and public health. Oxford University Press.
Betancourt, J.R. and et. al., 2016. Defining cultural competence: a practical framework for
addressing racial/ethnic disparities in health and health care. Public health reports.
Coulter, A. and et. al., 2014. Collecting data on patient experience is not enough: they must be
used to improve care. BMJ: British Medical Journal. 348.
Kreps, G.L. and Neuhauser, L., 2010. New directions in eHealth communication: opportunities
and challenges. Patient education and counseling. 78(3). pp.329-336.
Greene, J.A. and et. al., 2011. Online social networking by patients with diabetes: a qualitative
evaluation of communication with Facebook. Journal of general internal medicine. 26(3).
pp.287-292.
Insel, P. and et. al., 2011. Core concepts in health.
Keckley, P.H. and Hoffmann, M., 2010. Social networks in health care: Communication,
collaboration and insights. Deloitte Center for Health Solutions. pp.1-9.
Kitson, A. and et. al., 2013. What are the core elements of patient‐centred care? A narrative
review and synthesis of the literature from health policy, medicine and nursing. Journal of
advanced nursing. 69(1). pp.4-15.
Sheldon, B., 2011. Cognitive-behavioural therapy: Research and practice in health and social
care. Routledge.
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