Level 2 Certificate in Health Sector Communication Skills Assessment

This assignment is a comprehensive assessment for the Level 2 Certificate in Understanding Working in the Health Sector, specifically focusing on Unit 2: Communication skills for working in the health sector. It covers key learning outcomes, including understanding the importance of effective communication, identifying different communication needs, and exploring how communication impacts relationships with colleagues, patients, and the overall outcome of care. The assignment delves into factors that affect communication, methods for discovering individual communication preferences, and strategies for ensuring effective communication. The solution provides detailed explanations, examples, and descriptions, demonstrating an understanding of communication principles within a healthcare setting, including how to meet the communication needs of individuals and how effective communication can improve the patient experience. It also explores how effective communication improves the experience of a patient accessing a healthcare service.

Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
Assessment
You should use this file to complete your Assessment.
How to complete and send your Assessment
 Save a copy of this document, either onto your computer or USB drive.
 Work through your Assessment, remembering to save your work regularly
 When you’ve finished, print out a copy to keep for reference
 Then, go towww.vision2learn.comand send your completed Assessment to your tutor via
your My Study area – make sure it is clearly marked with your name, the course title and
the Unit and Assessment number.
Please note that this Assessment has 17 pages and is made up of 5 parts.
Name:
Part 1: Understand the importance of effective communication
This part will help you to evidence Learning Outcome 1: Understand the importance of
effective communication
Learning objective Place in Assessment
1.1Explain why effective communication is important in
healthcare settings
Question 1 Page1
1.2 Describe the range of people healthcare workers might
communicate with during work activities
Question 2 Page2
1.3 Describe how communication can affect:
 Relationships with colleagues
 Relationship with an individual
 Outcome of the episode of care for an individual
Question 3a,b&c Page 2-3
1.4 Explain how effective communication can improve the
experience of those accessing healthcare services
Question 4 Page 3
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
1. Inside the box below,explainwhy it is important to communicate effectively in healthcare
settings.[1.1]
1.1 Communication is determined as a science as arts. It involved different activity related to
listening and speaking. Therefore, the appropriate communication skill is necessary for
interaction among more than two individual person that help in exchange their ideas,
information as well as opinions that helps in interaction with one another during particular
phase of time period. In context of NHS, it is necessary to effectively communicate with one
another in order to provide appropriate services to its user during particular phase of time.
Therefore, it has been analysed that appropriate communication is necessary to conduct
different task and activity related to providing health services to its patient that help in
increasing brand image and reputation of company in front of customer at marketplace.
2. Using the table below, describe the range of people you might communicate with during
your work in the health sector.
Include 5 different examples. For each person you identify, include a description of a
situation when you would need to communicate with them and the most appropriate form
of communication to use in each situation.[1.2]
Type of person Situation Appropriate form of
communication
1.Colleagues The staff into healthcare
industry would communicate
with colleagues all day in
case it’s developing a brief
enquiry regarding patients it
will interact one way or
other. It is considered as
informal communication in
which the manager focuses
on effectively interacts with
its employees in order to
Informal
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
satisfy them.
3. Patients Within healthcare industry
staffs will then communicate
with various patients. In
clinic or other areas, the
patient who would be there
for longer time duration they
would then understand if it
cared. Within respective
sector when staff initially
meets with patients then this
is crucial that it meet as well
as talk in friendly way. If
however workers understand
to know their patient
effectively where they could
begin speaking at informal
way as this will develop
affirmative relations.
Therefore, it is necessary to
maintain effective relation
with its employees for
conducting different task in
an appropriate manner.
Formal
3. Manager or senior health
care employees.
Within health care industry
where staff would have to
talk to manager or senior
member. So, in this it
includes various professional
discussion regarding serious
issues. Also, this is vital to
highlights stronger listening
competencies and
Formal
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
confidentiality using
languages. It is necessary to
maintain effective relation
with its employees for
conducting different task in
an appropriate manner.
4. Relatives of patients Whole patients as well as
relatives have to be
approached in formal way
where they would have
effective approach
intocontact where this would
be an effective contact point
for staff who are struggle for
contacting the patient.
Moreover, this is also
essential that they are trusted
to care for its relatives,
therefore during
communication professional
are vital. It is considered as
informal communication in
which the manager focuses
on effectively interacts with
its employees in order to
satisfy them.
Informal
5. Other service staff Within healthcare setting,
whole attendants, cleaner and
other whole illustration of
individual are which a health
care staff can communicate.
Also, this is essential for
greeting these person friendly
Informal
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
way and develop effective
impression.
6. In the boxes describe how communication can affect the following:
3a.Relationships with colleagues [1.3]
It is necessary for organisation to appropriately communicate with others in order to maintain
appropriate relationship with them. On the other hand, poor communication provides
contribution in increasing conflict and issue within business organisation. Therefore, it also
decreases confidence level of an individual person during particular phase of time period.
Hence, it has been analysed that the poor communication create issues and conflict within
individual person of company that imposes a direct impact on colleagues. The manager of
chosen organisation named as NHS is effectively communicate with its colleagues otherwise
it demotivate individual person to perform their work during particular phase of time period.
3b.Relationships with individuals accessing healthcare services [1.3]
Communication is important part of caring relationship and others to encourage trusting
relationship with other individual person. Therefore, it is necessary to effectively
communicate with other individual person otherwise it imposes negative impact on individual
person of during particular phase of time period. In context of NHS, the service provider
effective communicates with patient in order to provide effective services at a time.
There are different method of communication that helps in satisfying the need and want of
customer.
Match vocabulary to audience it is significant to be capable to speak in various register
involving some formal or informal talks. It helps in making sure that's use of word which will
be understood by audience in an appropriate manner.
Voice Tone fit to situation it is important for speaker to vary their tone in different situation
so that it is understood by the employees during particular phase of time period. To address
issues with subordinate in one to one meeting it is necessary to address different kind of issue
with subordinate in order to conduct meeting in an appropriate manner. The organisation
focus is on address various situation of subordinate for conducting various tasks in an
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
appropriate manner.
3c.Outcome of care for an individual accessing healthcare services [1.3]
Effective communication is significant for healthcare provider to protect its patient, save cost
and increasing operating efficiency during particular phase of time period. Effective
communication helps in reducing the chances related to medical error. Therefore, it is
necessary to interact with patients in an appropriate manner and otherwise it impact
negatively impact on the individual person related to health care. It helps in achieving
positive outcomes in future period of time.
7. Use the box below to explain how effective communication can improve the experience
of a patient accessing a healthcare service.[1.4]
If the service provider communicates effectively with its patient then it increases experience
level in future period of time. If the management team of NHS communicate effectively in
relation to its medical treatment with its patient that increases their trust level towards
services provided by organisation and they regularly comes for treatment that is performed by
service provider of organisation.It has been examined that effective communication leads to
improving the experience of a patient in a healthcare services for example in context of NHS,
they have a effective management which communicate in proper manner to all employees.
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
Part 2: Understand how to meet the communication needs of individuals
This part will help you to evidence Learning Outcome 2: Understand how to meet the
communication needs of individuals
Learning objective Place in Assessment
2.1 Give examples of factors that can affect communication
with individuals accessing healthcare services
Question 1 Page 4
2.2 Describe ways to discover an individual’s
communication needs and preferences
Question 2 Page4
2.3 Explain how different communication methods could be
used to meet an individual’s communication needs and
preferences
Question 3 Page 5
2.4 Describe how to check that communication has been
understood
Question 4 Page 5
1. List examples of factors that could affect communication with people accessing healthcare
services.[2.1]
Factor How communication is affected
Body language
There are different factor which impose
direct impact on communications such as
body language, tone of voice, Gesture as well
as many more.
Body language is determined as a main part
of our body language. Therefore, if the
service provider does not match their body
language with words then the patient is not
really interested in listening them. For
example, in context of NHS if the doctor
does not effectively match their words with is
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
its body language than the patient is not
interested in taking any type of treatment
during particular phase of period.
Tone of voice
Tone of voice is the other factor which
imposes direct impact on mindset of a patient
or client. Therefore, it is necessary for doctor
to have effective tone of voice so that they
take treatment during particular phase of time
period
Gesture
Gesture is other movement that help in
understanding other individual person to
effectively communicate by using their hand
gesture. The doctor focuses on using
effective gesture that increasing confidence
level of patient if he is suffering from any
kind of disease.
2. Inside the box below, describe ways you could discover an individual’s communication
needs and preferences.[2.2]
It is necessary to understand the needs and wants by interacting with colleagues in an
appropriate manner. Therefore, it is necessary to have an informal communication with
colleagues in order to analyse their needs and wants during particular phase of time period. It
helps in increasing the performance level of an individual person which will be useful in
taking decision for achieving favourable outcomes. It is important to discover and individual
communication needs as well as preferences so that it is easy to understand the importance of
message in healthcare settings. It is also crucial to be aware about needs of communication
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
which leads to delivering of a higher productivity.
3. Complete the table to explain how various communication methods could be used to meet
different needs and preferences of healthcare service users.[2.3]
Individual’s needs and preferences Suitable communication method
A service user with hearing difficulties Confront the hearing-impaired individual
person, on similar level and in superior light
whenever possible. In addition to this,
position yourself in order to shine the light on
face of service provider, not in eyes of user.
Herein, the service provider focuses on using
sign or symbol in order to communicate with
its user in an appropriate manner that helps in
interacting with them in proper manner.
Patient with dementia The service provider adopts hand gestures as
well as facial expression in order to
communicate with these types of patient. In
addition to this, the patients who suffer from
dementia understand the method such as
facial expression, gestures that are used by
service provider in order to communicate
with them properly.
A shy 5-year-old child It is necessary to repeat sentences to its
children and also focus on replace mistakes.
And, it is necessary for service provides to
make eye contact with child for communicate
child in an appropriate manner. Herein, their
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
main focus is on repeat sentence again and
again in order to understand the information
which service provider want to communicate.
Patients in a crowded waiting room Notification of delays is the method used by
service provider in order to communicate
with patient in crowded waiting room. In
addition to this, herein, service provider
provide mail to its patient to come to meet
some other day in order communicate them
properly. The heath care staff could record
this as well as try to develop things that
patient have a complaint with. It has been
formed very tough for service users to obtain
appointments when required. Also, the
complaints numbers are written there. As a
portion of healthcare centre complaint they
have to become competent to always tell their
administrative of what complaints is
regarding so that they can able to resolve
that.
4. Describe four ways that you could check that communication has been understood by an
individual.[2.4]
Ways to check that communication has been understood
Ask the receiver: it is the method which is used for increasing their understanding level
whether receiver understood the message or not. You ask receiver tell me what you just heard
is the way which is helpful in increasing understanding level whether receiver understood
your message or not.
2. Ask the receiver to do something in context of the message. The sender asks the
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
receiver to act in context of messages in order to communicate him whether he understood
the message or not.
3. Make it concise and preciseit is necessary to send the message which is concise and
precise so that the receiver understood their message in clear manner.
4. Check spelling it is the method which is used by sender so that the receiver understood
that message in an appropriate manner.
Now that you have completed part 2 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.
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Level 2 Certificate in Understanding Working in the Health Sector
Unit 2: Communication skills for working in the health sector
Part 3: Understand how to promote effective communication
This part will help you to evidence Learning Outcome 3: Understand how to promote
effective communication
Learning objective Place in Assessment
3.1 Give examples of ways to use verbal and non-verbal
communication
Question 1 Page7
3.2 Describe barriers to communication Question 2 Page7
3.3 Suggest ways to overcome barriers to communication Question 3 Page 8
1. Use the box below to give examples of verbal and non-verbal communication.
Identify two types of verbal and non-verbal communication and briefly describe how they
can be used effectively in the right-hand column.[3.1]
There are different kinds of verbal as well as
non verbal communication barrier which is
arises during particular phase of time period.
Verbal includes interpersonal and
intrapersonal communication method. And
non verbal communication includes
posture, gesture and eye contact.
Verbal
There are different kind of verbal
communication adopted by NHS which is
going to be mentioned below:
1. Intrapersonal communication this kind
of communication is considered as extremely
private and also restricted to ourselves.
Way to use it effectively
Conveying feedback in an appropriate
manner that must be specific.
Advising other person in respect of
appropriate course of action.
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