Communication Skills & Strategies in Health and Social Care

This report delves into the crucial role of communication within health and social care settings, emphasizing the significance of effective communication skills between service providers and users for fostering a better healthcare environment. It examines various theoretical approaches to communication, including psychodynamic, behaviorist, humanistic, and cognitive theories, and their practical applications in healthcare. Different communication techniques, such as verbal and non-verbal methods, are discussed, along with strategies for overcoming communication barriers related to culture, language, and physical limitations. The report also addresses inappropriate communication practices, the impact of cultural values, legislation, and regulations on communication methods, and the importance of ethical considerations like patient confidentiality. Furthermore, it highlights the need for healthcare organizations to develop policies that promote good communication practices and continuous professional development for healthcare workers to meet the evolving demands of communication and technology.

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Contents
INTRODUCTION.................................................................................................................................................. 1
LO1.................................................................................................................................................................... 2
1.1.................................................................................................................................................................. 2
1.2.................................................................................................................................................................. 4
1.3.................................................................................................................................................................. 6
1.4.................................................................................................................................................................. 7
LO 2.................................................................................................................................................................... 8
2.1.................................................................................................................................................................. 8
2.2.................................................................................................................................................................. 9
2.3................................................................................................................................................................ 10
2.4................................................................................................................................................................ 11
LO 3.................................................................................................................................................................. 12
3.1................................................................................................................................................................ 12
3.2............................................................................................................................................................... 13
3.3……………………………………………………………………………………………………………………………………………………………14
CONCLUSION.................................................................................................................................................... 16
REFERENCES..................................................................................................................................................... 17

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INTRODUCTION
Everyday interaction includes exchange of information or intended message from one
person or entity to another through use of mutually understood cyphers or semiotic
rubrics by some or the other form of medium. Language in particular is one such
medium for communication that is important to every aspect of people’s lives. In context
of health and social care it is essential to have good communication skills between the
service provider and the user as creates a better health care environment (Gambrill,
2012). A well stablished communication ensures better understanding as well as better
possibilities of establishing better relationships between the care provider and the user.
In addition, care providers must learn and develop professional communication skills in
order to understand the needs of the service user as well as explain treatment needs to
them (Cournoyer, 2013).
Communication is the key to understanding the physical and mental health status of a
person in health and social care. This paper stipulates the significant factors that highly
influence and relate to the process of communication applicable in health care services,
effective communication skills and strategies for effective communication, dealing with
inappropriate communication practices and their benefits along with the effect of culture,
values legislation, and other regulations on the communication methods.

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LO1
1.1
Numerous approaches for communication in healthcare have been suggested and it is
imperative that an expert tailors them to apply in varying situations according to the
individual needs of the patients. As suggested theoretical approaches are vital to the
practice of health and social care fundamental theories are: psychodynamic,
behaviorist, humanistic and cognitive.
The psychodynamic theory deals with the association of psyche that relates the mind,
feelings, experiences and thoughts with the dynamics that refers to instability of psyche.
Also the theory assumes that the individuals live in two worlds simultaneously, an
external that involves conscious and subconscious mind and an internal that refers
unconscious mind. Thus assuming that one behavior is logical and purposeful and this
influences his way of communication in health and social care setup (Brief, 2002).
Whereas humanistic theory reflects on self-actualization, self-conception, honor, self-
esteem and dignity believing that every human has a possibility of positivity (Gitterman,
2013). Humanistic approach thus centers on maximizing critical thinking and analytical
optimism. In social and health care sector, doctors and nurses are trained to treat
service users in the most humanistic manner by practicing and incorporating
communication strategies appropriate to the needs and situation of the individuals.
Another theory which is of importance in health and social care setting is the behaviorist
theory which holds the belief that behavior is principally based on learnt responses
acquires from particular stimuli. This can enhance our understanding of language
acquisition and assimilation (Brief, 2002). The techniques used in present day daily
practices are derived from these theories and are a result of new developments and
integrated techniques for better working pattern and better results.
It is important for all the health and social care settings to incorporate and implement
right strategies of communication to all the health care workers and staff. Further latest
advances and techniques should also be incorporated for educating the employees.
Such modernization of knowledge and skills will help the health care professionals to

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deal with the demand of the dynamic world of communication and technology and the
demands of needful individuals (Parrott, 2008).
As a health care provider it is essential that thorough knowledge and application of
various types of communication and the situations when these should be applied
(Majchrzak, 2014).

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1.2
Several forms of communication techniques are present that can used in health and
social care context these. Of these the most common form is verbal communication. It
refers to word based communication that can be in a form or oral or written interaction
and can be direct or indirect. The message should be clear, understandable, at a pace
that suits the listener, and to the point so as to form and maintain effective care
relationship (Greenhalgh, 2013).
It is also important to identify the capabilities and incapability of individuals to be able to
empower their shortcomings and difficulties in a way that health care providers can get
cooperation from the person and can establish rapport. In a similar encounter that
occurred at my workplace where a 65 year old lady Sofía with impaired vision and some
hearing difficulties was brought to the hospital. She fell from stairs and had fracture in
leg. Initially Sofia was scared, confused and would not respond to anyone. Because of
her physical limitations it was difficult to make her understand. Being assigned as her
care provider, I approached her calmly while speaking at a slow pace making her
understand that she needed to be hospitalized for some time.
While taking to her I used short command and simple words so she was able to
understand and calmed down. She was then cooperative throughout her treatment.
In the given case, Joanna was incapable of communicating due to physical, language
and cultural barriers and inappropriate communication approach from the healthcare
team increased her apprehensive behavior. In such cases other forms of non-verbal
communication can be used like the facial expressions, hand gestures and body
postures (Jacobs, 2017). Certain aids like symbolic cards or picture cards,
communication boards or writing pads help communicating with patients with such
difficulties. The health care providers need to have patience and good listening
practices by letting the patient talk or communicate at their own pace and by providing
them with sufficient time to express their problem in ways they are comfortable with.
Exchange of information becomes effective as a message flows effectively and clearly
from one end to other and this reflects on how the message was conveyed.

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1.3
As a part of providing good health care and social care services professionals frequently
encounter inappropriate communication practices. In order to establish good
communication practices and reap benefits from it one must resolve any barriers to
communication that may result in misinterpretation in the professional practices. Culture
and language are an example of such barriers, as seen in case of Joanna. Other than
this her physical limitations compromises her communication skills and pose a limitation
to the care provider. Understanding the other persons view is important in sharing
information and also in decision making. While communicating with the service user and
the family members use of terminologies should be limited as it can lead to
misunderstanding or a sense of being held from participating (Healy, 2014). Other
factors such as handling the patient information with care and confidentiality are
considered as inappropriate practices leading to misunderstanding. In context to health
and social care practices privacy of patients is a prime concern. There should be no
breach in confidentiality of the records and information attained as it may lead to
patient’s lack of trust in medical professionals and may be a barrier to effective
communication (Rowe, 2017). Health care professionals should regularly upgrade their
knowledge and skills in dealing with such patients from time to time. A lack of
information leads to compromised care, serving as another hindrance to
communication.

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1.4
In case of Joanna and the patients from care homes for elderly in the BMC video, it has
been observed that a better understanding towards patients with health care support
needs and developing a sense of compassionate care towards them is an essential
element required in nursing practices. Complex communication problems may arise
unexpectedly leaving the care person unaware or unable to communicate with them.
Joanna can barely speak English but is still capable of communicating and may be
suffering from selective mutism where the patient fails to speak in certain situations. In
such situations dealing with patience is important and the patient should be encouraged
to communicate. Apart from this impaired hearing leads to lack of interpreting and
understanding the commands on the patients end, therefore alternate methods of
communication should be used and extreme patience is necessary to build strong trust
with the patient (Ruben, 2016).
In patients with limited ability to communicate verbally, numerous other form of
communication such as body language, sign language, lip reading, written format, etc.
can be used. In cases where the patient has suffered physical and mental damage, for
example in case of dementia or stroke, careful observation of the patient’s behavior is
needed. Apart from this specialized communication techniques like Makaton language
which is a combination of gestures and picture symbols can be used in cases where
establishing communication is complicated (Jacobs, 2017).

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LO 2.
2.1
With respect to needs of people belonging to various minor communities and cultures,
effective communication is the key to provide basic health care. Values and culture are
the two factors that are highly influential in communication specifically in health and
social care. These may depend on demographic factors such as age, sex, ethnicity,
dogmas, educational and socioeconomic status, and etc. ‘Culture’ refers to collection of
information, rules habits attitudes and beliefs or customs that identifies or differentiates
a group or population from another. Such differentiation is based on shared
experiences, expressions, customs and rituals (Nkosi, 2011).
It is essential to understand that people from different sub-groups for instance, Asian,
have various approaches to communication. In Vietnamese culture people often rely on
nonverbal communication, a smile conveys feeling of respect whereas patting a
person’s especially some elderly person is interpreted as disrespect (Ngo-Metzger et al,
2003). Professionals working with such people should take into account of such cultural
factors. Another aspect of difference in culture and values affecting communication is
gender. Men and women have different ways of engaging as well as interpreting the
communication process with others. A health care professional should be aware of such
differences and be sensitive towards dealing with each patient according to their needs.
One of the key remedy may be to be an active listener to understand the patient better.
While younger people elderly people need to be dealt with compassionate care and by
demonstrating more respect towards them (Sudhansubala, 2016).

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2.2
Apart from factors like culture and values, communication is also affected by the
existing legislations, charters and code of practice. These legislations and codes
reinforces the institutions and practitioners to trail such requisites as it becomes a
legitimate requirement from practice point of view. Such reinforcements are based on
the code of equality that keeps check on any kind of discrimination towards patients or
health care workers in treatment and health care services. These laws serve basis of
behavior of healthcare and social care professionals towards the patients and the way
they communicate with the patients. Acting against the legislation will be unquestionably
a precarious feature in the compliance of a virtuous communication practice (Ife, 2012).
One of such legislations is the Data Protection Act 1984 that emphasizes good
communication practices in health and social care. It underlines protection of
confidentiality of the information provided by the patients and use of this information
exclusively for the purposes acknowledged by the persons involved. Leaking of such
sensitive information may lead to development of mistrust towards healthcare providers.
Certain rules are also made to provide equality and indiscrimination at workplaces.
These factors are highly persuasive in influencing the communication practices in health
and social care (Lymbery, 2007). The use of technical aids is also controlled by the
rules and protocols to defend privileges of the organization, employees, service users
and the general public (Burks, 2012).

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2.3
In order to provide effective and efficient communication practices certain factors are
reflected essential like effective administrative systems and rules that shape the
communication accomplishments and make it more suitable and significant. Health care
organizations need to develop policies that would nurture good communication
practices. These policies concern with the documentation, information storing system,
ethical practices and establishing health care procedures and practices (High, 2015).
Development of dynamic and advanced information systems is one such entity that
ensures effective and efficient information transmission, in absence of which partaking
of valuable information that may prove significant from healthcare point of view. For
instance, at Ashleigh Court Rest Home, the organizational systems and policies are
rigorously implemented. One of such policies to which the institute abides by is the
Whistle Blowing Policy inscribed in order to comply with Public Interest Disclosure Act
1998, which was meant for protection of employees who were ‘whistle blowers’ against
any malpractices in the institution (Sarangi, 2010). The policy states the guidelines
regarding bringing into light any wrongdoings or suspected malpractices that they
believed might harm the reputation of the organization, staff members, companions,
residents or other person associated to the home (Jones, 2014). Another policy that is
meant for protection of staff members and workers against bullying at workplace states
that all the employees have right to work in a setting free from harassment, hounding or
bullying from coworkers or organization.

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2.4
Health and social care workers constantly face challenging situation while doing their
jobs, as every person is different and had special demands for health care. Therefore
with the increasing demands of the patients it is essential to keep up with their needs
constant efforts to improve skills and knowledge is required for better services. The
establishment of technical aids along with communication gears can again help mend
such development. In persons who are incapable of communicating, alternate methods
by which communication can be enhanced in the health and social care setting can be
applied:
 Deliver communication alternatives to persons with physical or mental disability
 Recognize the several barriers to communication and
 Develop policies that would curtail or reduce the barriers at an acceptable level;
 Educate employees about moral code and ethics regarding the communication
practices; and
 Strict training and education to enhance health professionals knowledge about
 Ensuring effective interaction and efficient communication with patients based on
their age group and gender.
It is essential to make service providers understand the processes and activities
involved in the complex communication process and teach them to be active listeners
(Reamer, 2013). By incorporating the mentioned strategies, the health and social care
professionals can have an improved communication process and this can foster
superior understanding and build better relationships between providers and users
(Miles, 2011).

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LO 3.
3.1
Various software and applications have evolved to assist professionals in carrying
communication and informational activities in health and social care services. These
applications include excel sheets, intranet, presentations, word-processing, and emails.
These have critical significance professionally and help in completion of everyday
record keeping and communication in organization.
In my workplace I have accessed Care Planner software package that helps in keeping
tabs of patient’s appointments, automated reminders, storing patient information
regarding medication, payments and remote monitoring of the patients. Also it has
functions like setting the rotation schedules for the day and would provide for easy
overview of daily roster. If these were handwritten they may lack standardization and
difficult to interpret as well as slow to accomplish. It is therefore deliberated as one of
the significant ICT software package that allows reduces the intensity of labor in making
the documents. These ICT packages, allows for mathematical calculations making their
work easier while the presentations makes communication better (Beresford, 2007).
Another latest ICT in health and social care is the telecare via computer and telephone
channels where the communication can be held without personal interaction. Computer
aided software are capable of automated appointment prompts and monitoring client
services at home (While, 2011).

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3.2
The use of information and communication technology has prevailed the sector of
health and social care as it brought with it numerous benefits and advantages to the
organization, service users, care providers and general public. Benefits include
accuracy of records, ease of accessing the records at any time, less tedious and
requires less room for record keeping. The information regarding the condition of
patients is readily available to the professionals and this allows safe, up-to-date and
speedy IT systems that helps them to use their time efficiently and also provides remote
monitoring of the patients (Gillies, 2006).
Information and communication technology also provides benefits of meeting specific
health care needs, affluent supervision of treatment processes making the legislative
practices more efficient and making the record keeping and documentation procedure
easy and more accurate. On the other hand it also promotes independence, effective
service delivery and better communication practices (Leathard, 2003).

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3.3
ICT demonstrates the chances for improving the activities in which the health and social
care professionals are involved by increasing the efficiency in administering the
business, meeting the needs of the employees and the users, improving the quality of
service and responsibility. There has also been dramatic improvement because the use
of these technologies. To ensure cautious use of the technologies and limit its misuse in
any form, legislations that protect the privacy, restrict unauthorized access to such
information, and promote confidentiality of the patient have been brought into force.
LEGISLATIONS
To ensure use of the information and communication technology and prevent any
negative effects to the society certain code and legislations exist both externally and
internally to the company. These legislations govern the access to information and
communication practices in the field. Above these Data Protection Act ensures
restricted access and use of personal information of the patients limiting its use to
benefit the client. Much of this data contains delicate personal information, medical
records, histories, credit information, history of medication, and treatment plan.
Disclosing such information is considered as breach of confidentiality.
An additional legislation that is significant with regards to use of ICT is the Access to
Personal Files Act, transcribed in 1987 that instructs considerations regarding access to
personal data, precisely the ones that relay social services. Of other legislations,
Access to Medical Reports Act 1988 grants the right to access the medical information
for purpose of employment and insurance purposes. Under the legislation, the client is
entitled to reexamine the information before it is provided and if required can subject it
for correction.
Lastly Access to Health Records Act 1990 is a legislation that is concerned with the
records that could be accessed manually. The legislation gives right to the client for

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accessing the medical records in manual or electronic form and abides to keep the
information confined to workplace and restricting the transfer of data or information
about the service users so as to provide leaking of the information that are not under the
consent of the parties concerned (Nkosi, 2011).

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CONCLUSION
Technology has fetched numerous benefits in the sector of health and social care
concerning individual needs and providing the health care providers with easy
management of client records and accurate documentation thus fostering a dynamic
communication practice. Besides the current growth status, there is need for further
improvement and enhancement of skills and knowledge to communicate with the
patients. Also better ways of communication and development of compassionate care is
essential to ensure better response and trust from service users. It is a prerequisite that
health and social care sector identifies ways by which communication can be improved,
so that the amenities can be amended.

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