Pearson BTEC Level 5 HND Health & Social Care Communication Report

This report provides a comprehensive overview of communication in health and social care, addressing key aspects such as effective communication skills, methods for managing inappropriate interpersonal communication, and relevant communication theories. It explores the impact of legislation, charters, and codes on communication processes within care units, alongside an examination of organizational systems designed to promote good communication practices. The report further analyzes the legal considerations surrounding the use of ICT in health and social care, as well as the benefits of integrating ICT within these settings. The report also looks at various communication theories such as social theory, behavioral theory, humanistic theory, cognitive theory, psychoanalytic theory, and constructivism and how they can be applied to healthcare. The report emphasizes the importance of effective communication for achieving organizational goals and providing quality care, highlighting techniques like active listening, understanding non-verbal cues, and adapting to cultural differences. It also discusses the significance of ICT in health and social care, particularly in terms of its benefits and legal implications.

COMMUNICATION

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Q1(1.2) Communication skills in health and social care context................................................3
Q 2(1.3) Analyse methods of dealing with inappropriate interpersonal communication...........5
TASK 2............................................................................................................................................6
Covered in PPT...........................................................................................................................6
TASK 3............................................................................................................................................6
Q 6(1.1) Apply relevant communication theories to explain communication in healthcare. .....6
Q7(2.2) Impact of legislation,charters and code on communication process in care units. .......7
Q8 (2.3) Effectiveness of organisational systems in promoting good
practice in communication.........................................................................................................8
TASK 4............................................................................................................................................8
Q9 3.3 How legal considerations in the use of ICT can impact on health and social
care.............................................................................................................................................8
Q10 (3.2) Benefits of using ICT in health and social care units.................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Effective communication is very essential while working in an organisation. It helps in
explaining and analysing the thoughts and ideas between the people of the organisation.
Communication is a two way process, and for conducting it efficiently it is very important for the
individuals to use proper form of words and expressions. It is very crucial for the organisational
leaders and managers to develop effective communication skills inorder to maintain transparency
in the firm. For the sectors like health and care unit it is very essential to develop efficient
communication process within the care unit.
TASK 1
Q1(1.2) Communication skills in health and social care context.
In every organization effective communication is the keen requirement and specially in
health and care unit centres. For accomplishing the goals and objectives of the organisation it is
very important for the members of the care unit to conduct communication activities effectively.
There are various techniques introduced in this context. This helps in providing effective services
to the members of the care unit (Andrews, 2015).
Communication is the very important aspect of the organisation, there are four types of
communication:
Visual Communication : Its is the communication method which is use at workplace to describe
some special types of messages and aspects that are helpful in passing some important
information from one person to another.
Written Communication: It is the most clear from of communication, as all the information and
guidelines are in written format, so it is very easy to understand the meaning of the message.
Verbal communication: It is the most common and prominent form of communication.
Non-verbal communication: The significance of non verbal communication is very high in
context to the organisational success.
It is very important for the workers of health and care unit to develop effective
communication skills because they are one who interact directly with service users. It is also
important for them to understand needs of the people who are staying their. Running such
organisations is a job of huge responsibility. It is very essential for all the members who are
living their to conduct their tasks and activities with full responsibility. It is very important to
understand the fact that the communication is a two way process, and for conducting efficient

communication one has to be a good listener. Without listening properly on cannot communicate
properly. In health and social care unit impactful communication can be done by following these
four approaches:
Understanding the cycle of the communication: It is the important fact to understand
that communication is the two way process and it can not be done effectively when one is not
ready to listen what other one is saying. As a service provider in health and social care unit it is
my duty to listen all the requirements and series of the service user. It is important for me, so
that I can give my full potential in completing my tasks and duties (Aveyard, 2014).
Understanding non-verbal messages: There are many things which one has to
understand by reading the body language of the other person. It is special skill to understand the
things which are not communicate verbally. As a service provider f health and care unit, its my
duty to understand the needs and desires of the members who are living their before they
communicate it to me.
Understanding cultural differences: Such differences act as a huge communication
barrier within the organisation. It is very important responsibility of the workers of the health and
care unit to work and communicate beyond any kind of cultural and social differences.
Effective questioning: The way one is putting their thoughts make huge difference. It is
very important to ask questions effectively without hammering thoughts of anybody. As a
service provider of care unit, I know sometimes there is a situation comes when I have to ask
certain question to the members who are living their, but the way of questioning should be highly
professional and the feeling of one should not get hammered (Brett, 2014).
Organising conversation: Interaction is very important for developing relationship
among the members. While working in health and social care unit it is part of my job to develop
connection and relation with the other workers and members of the care unit. So that all can
work together effectively and generate desires outcomes and able to fulfil all the requirements
and needs of the people who are living their. Organising conversation is a skill of one which
helps in conducting activities effectively.
Maintaining healthy conversation: It is very important for the workers and service
providers of the social and care unit to maintain healthy communication. It can be possible when
both the persons involve in the conversation is ready to listen the thoughts and ideas of the other
one. This helps in maintaining healthy and effective communication.

Proper listening skills: The most crucial part of the communication is listening to what th
other one is saying. Without listening properly one cannot conduct effective communication. As
a service provider of social and health care unit it is important for me to listen the plans and
policies of other members or co-workers so that we all can work together for conducting our jobs
systematically (Ems, 2016).
Encourage Interaction: It is important for knowing each other, their ideas or thoughts so
that when the situation comes we are ready to work with each other systematically.
Body Language: It plays very important role while implementing communication
process. One should maintain proper body language while communicating with the other for
maintaining the comfort level of the other.
Q 2(1.3) Analyse methods of dealing with inappropriate interpersonal communication.
Difficulty in communication can out-left the individual from the entire group. It is very
important for the members, workers and service providers of the health and social acre unit to
conduct effective communication in order to understand the needs an desires of the other one. It
is very crucial to overcome such problems so that one can implement effective communication
process. There can many modern methods of communication have introduced these days which
can help people to implement productive communication. Technologies has evolving in the
communication processes and it is very important for the sectors to adapt techniques like use of
various communication devices, trained and skill full staff and to keep check on the working of
the all the other members of the health and social care unit to monitor whether they are doing
their duties with responsibility or not. Such measure helps in dealing with problems one is facing
while conducting process of the communication. The first responsibility of the health and social
unit service providers is to serve their members or the people who are living their with full sense
of responsibility (Duncan, 2017). It is very important for them to maintain their level of comfort
and to make them feel like home. In order to achieve the goals and objectives of the organisation
it is very important for the one to implement efficiencies of the verbal and non-verbal
communication. Verbal interaction is the process in which various forms of words are involves
and interaction occurs between the people directly. But non verbal interaction is the process
which can only be build with the one who encompass the ability to understand the body language
of the other persons. Inappropriate interpersonal communication occurs because of the
communication barriers. There are various kinds of the hurdles present in the process of

systematic communication. As a service provider of the health and social care unit it is very
important for me to clearly understand what the other person is saying, while communicating
with the client it is very crucial for me to listen properly so that I can present effective answer of
their question.
Barriers in the process of the communication can be overcome by:
 Proper interpreting
 Effective listening
 Correct formation of words
 Clear tone
 Reducing disturbance.
TASK 2
Covered in PPT
TASK 3
Q 6(1.1) Apply relevant communication theories to explain communication in healthcare.
A communication is two way process and it is very important for each and every
organization to conduct it efficiently. It is important for the person to understand the view point
of others in order to generating healthy communication. In context to health and social care
center, it is essential to develop a good communication between the service user and the service
provider. It will help in creating good and healthy relationship among the staff members and all
the other people who are living in a care unit (Westwood, 2015). There are so many theories
available which are related to communication, theories of Abraham Maslow's are used in health
and social care centers:
Social theory: People learn by communicating, observing and imitating other individuals.
Interaction with different regions of the people will help in enhancing the growth of the
individual as a whole. This theory includes various studies of social facts and figures. It revolves
around the static methods of handling the situations.
Behavioral theory: This theory states that every individuals ways of dealing with the
situation is different. It states the mental study of an individual and their way of dealing the
situations. Behaviorism provides clear goals and objectives for the efficient working of the
learner. Its most influential use are defining learning objective, assessing learners extent and
reinforcements of positive feedback.

Humanistic theory: It implies that it is very important for one to deal with emotional
values of the individual. All human beings of the society, works hard to be good and kind with
each other. This theory is applicable when ego, emotions and individuality of the human being is
involved.
Cognitive theory: Learning is an individual ability to grasp something. It is a internal
process of retaining knowledge. People make sense by analyzing and acquiring knowledge they
receive. This theory is applicable when the intelligence and smartness of the individual is
required. This a a quick theory. Is deals with making sudden decisions. Processing, transmitting,
encryption and decryption of some specific information.
Psychoanalytic theory: One of the most important aspect of valuable social work is to
hold balance between the understanding of the external and internal facts related to the lives of
the clients. This will help in handling them in their emotional breakdowns. Psychological model
deals with the internal world and the interaction of external world internal realities. It is the
complex process. This theory deals with emotional quotient of the individual. It states that every
individual is different and their way of handling the situation is also varies from each other. In
health and social care center is their duty to train their employees and workers in such a way that
they are skilled enough to handle each and every situation, whether I is personal, emotional or
technical. It is mandatory to develop technical and interpersonal skills of an individual while
working in such organisations. Because service users require proper and care and attention
continuously (Ruesch, 2017).
Constructivism: Different people present their theories in order share their working and
experiences wit the other people. Learners experiences modification between the new and the old
theories. It is important for the learners to combine their prior knowledge with their current
knowledge in order to present the right decision.
Communication can be of various types it can be verbal, non verbal or facial it depends
on the nature of the information. For achieving goals and objectives of health and care units there
are various types of communication techniques are available in order to provide effective care
and services to their patients.
Q7(2.2) Impact of legislation,charters and code on communication process in care units.
Diagnosing the problem of the patient is first and foremost step before starting their
treatment. This is the ethical aspect of any health and social unit center. In health and social unit

their are various types of guideline are available for ensuring noble practices in the organisation.
The protection of all the personal information regarding the patient is accomplish by the
legislation. Its their contribution towards the organisation. Any information which can cause
damage and loss to the organisation must be protected. The act provides various norms for
safeguarding all the information and details of the service user in order to provide them safe and
secure atmosphere. The main purpose of this act is to ensure the well being of all the service
users ad the service providers who are working for the organisation (Hovland, 2017).
For selecting the best suitable device four principles are assisted: malfeasance, beneficence,
autonomy and justice. The reason behind malfeasance is to provide security and safety.
Autonomy helps in maintaining individuality of the human being regarding their decisions, rights
and privacy. Principle of justice ensures that every individual should be treated equally. It is also
important for the organisations to assess the negative and positive impacts of the device. While
selecting technology members of social health and care unit must ensure that whatever
technology they are choosing it helps in developing the potential of the service users. it is also
very essential to assist the fundamental needs of the patients (Habermas, 2015). The main
purpose of the members of the care unit is to provide full satisfaction and comfort to the service
users in order to make them feel like home. Providing safety and security to the members of the
care unit is also very important for the organizational members. Service users of social and
health care unit requires proper and continuous care for the development of the care unit.
Involvement of the government also plays very vital role in the development of such
organisations. They provide special norms and rules for the overall establishment of the care
unit. Code of conduct provides set of clear values, so that workers of care unit can :
 be sure of the standards required in their working
 analyse the working to check whether it meets the standard
 helps in identifying areas for continuing professional development.
The co workers of the health and social care units must be:
 accountable for their mistakes and omission
 respect the privacy of the individual
 can work in collaboration
 Provides effective methods to promote health
 respects person's confidentiality

Q8 (2.3) Effectiveness of organisational systems in promoting good
practice in communication.
Organisational norms plays very effective role in providing effective communication
practices within the health and care units. They provide well structured policies for conducting
process of communication. The influence of the healthy communication helps in regulating the
whole working of the organisation. Different types of the values and cultural factors affect the
process of the communication. According to some reports multicultural context can improve the
the ability of care workers to communicate with clients from all the regional backgrounds.
TASK 4
Q9 3.3 How legal considerations in the use of ICT can impact on health and social
care.
The core problem that is followed by the ICT are, privacy,ownership, professionalism
and social values . For following code of conduct it is necessary to implement decisions which
are unbiased irrespective of the candidate's age, caste, culture, traditions or any other aspects as
per the given case Mr. Jeff is newly appointed employee of the hospital, he is unaware of the
norms and regulations followed by the hospital regarding the privacy of the individual.
Permission of the government is required before implementing any technology. There are
certain techniques which are banned in particular country, in that case there is no provision for
the hospitals or care unit centers to use that technology. While using such technologies in health
and social unit centers requires special permission due to sensitivity of the organization. ICT
software package helps in storing all the personal information of the user so that whenever the
situation come members of the care unit can access it easily (Griffiths, 2016). Their are various
norms which are available to protect the personal information of the service user in order to
maintain their safety and security. This will ensure that nobody can hammer the personal data
and information of the individual and can misuse it for their personal sake. The Health and
Safety Act 1974, indicates that ball the products which are used by hospital members should be
well protected and secured. In the given care Mr Jeff can use ICT software package to access the
data and information of the patients.
Q10 (3.2) Benefits of using ICT in health and social care units.
As per the given case, Mr Jeff is newly appointed employee so ICT software can prove
to be beneficial for him to gain the information about the patients and service users, this will also

help Mr Jeff to provide suitable treatment to there patients. The people who suffers from mental
illness are very vulnerable and prone to external environment. ICT software packages will help
them to connect with there family members in more effective manner. Due to increase in
population and shortage of hospitals has become one of the huge problem for analyzing new
ways to support health and care of the people with chronic illness living in the care center. The
main aim behind the development of Information and Communication facility is to provide
patients all the information and well beings of their family. This helps in connecting the family
members with the patients. It also provides interaction between the professional and the family
members so that they can keep the full detail of the well being of the patient. The objectives of
the overview are: describing the use of ICT in home care, hoe it can use in communication
process, and to analyze its limitations and benefits. Its main aim was to connect family members
with the patients and the professionals.
CONCLUSION
For the above report it can be concluded that for the organization like social health and
care unit centers it is very important to maintain effective communication between the service
user and the service provider this will ensure the effective growth of the organization. It has also
been seen that there are various theories and models are available for conducting systematic
communication within the organisation.

REFERENCES
Books and Journals
Andrews, N., 2015. Developing Evidence Enriched Practice in Health and Social Care with
Older People.
Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide.
McGraw-Hill Education (UK).
Brett, J., 2014. Mapping the impact of patient and public involvement on health and social care
research: a systematic review. Health Expectations. 17(5). pp.637-650.
Duncan, H.D., 2017. Communication and social order. Routledge.
Ems, L., 2016. Subculture-centered public health communication: A social media strategy. new
media & society. 18(8). pp.1750-1767.
Griffiths, C., 2016. Attuning: a communication process between people with severe and
profound intellectual disability and their interaction partners. Journal of Applied
Research in Intellectual Disabilities. 29(2). pp.124-138.
Habermas, J., 2015. Communication and the Evolution of Society. John Wiley & Sons.
Hovland, C.I., 2017. Experiments on mass communication. Princeton University Press.

Ruesch, J., 2017. Communication: The social matrix of psychiatry. Routledge.
Webber, M., 2015. Enhancing social networks: a qualitative study of health and social care
practice in UK mental health services. Health & social care in the community. 23(2).
pp.180-189.
Westwood, S., 2015. Good practice in health and social care provision for LGBT older people in
the UK. Lesbian, Gay, Bisexual and Trans Health Inequalities: International
Perspectives in Social Work. Policy Press, Bristol. pp .145-158.
Online
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