HND Health and Social Care: Communication in Healthcare Report

This report from East End Computing & Business College, a Pearson BTEC Level 5 HND in Health & Social Care assignment, examines communication within health and social care organizations. It covers various aspects, including the importance of communication skills, different methods for handling inappropriate interpersonal communication, strategies for supporting service users, and the role of ICT software. The report delves into communication theories, analyzes the impact of past and present regulations, and evaluates organizational systems and policies promoting good communication practices. Furthermore, it addresses the legal considerations of using ICT and the benefits of its application in healthcare settings. The assignment also includes a role-play scenario and individual presentation components, providing a comprehensive overview of communication in the healthcare sector.

COMMUNICATION IN
HEALTH AND SOCIAL
CARE ORGANISATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1- ROLE PLAY....................................................................................................................3
1.2 Using communication skills within Health and social care..............................................3
1.3 Different methods to deal with inappropriate interpersonal communication among
individuals within Health and social care organisations........................................................4
TASK 2- INDIVIDUAL PRESENTATION...................................................................................4
1.4 Strategies to support service users....................................................................................4
3.1 ICT software to support work within health and social care............................................4
2.4 Improving communication process in health and social care...........................................5
2.1 Communication process and how it is influenced by the values and culture...................5
TASK 3- REPORT WRITING........................................................................................................5
1.1 Various types of communication theories applied in order to understand the
communication process within the health and social care......................................................5
2.2 Description on the impact on the present and past enactment, code of training in
connection to the correspondence procedure.........................................................................6
2.3 Analysis of the effectiveness of various organisation systems and policies for promoting
good practice within communication.....................................................................................6
TASK 4- CASE STUDY.................................................................................................................7
3.3 Legal considerations in using ICT....................................................................................7
3.2 Benefits of using ICT in health and social care................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Communication is very important in every type or kind of organisation in different
sectors. Communication helps in resolving various issues as well as assist in sharing views or
ideas related to various business activities. This report will identify and analyse different forms
of communication which helps in improving the performance of the organisation or business.
The Health and social care organisations can effectively make use of communication in order to
fill the gaps among two parties involved in the business or services in the healthcare sector. The
report will include various theories of communication along with the use of communication in
the health and social care. The methods of dealing with improper communication between
individuals will be discussed in the following report. Furthermore, the impact of current and past
law or regulations on the communication will be analysed in this report.
TASK 1- ROLE PLAY
1.2 Using communication skills within Health and social care.
Communication skills are very much essential in the Health and social sector in order to
understand the needs of the individuals. The Health and social care organisations have an
objective of providing effective healthcare services to individuals of a society or community.
Therefore, in order to understand the needs of the people effective communication is very much
important. Communication skills helps to interact with the individuals and gain knowledge about
their needs and response with the regards to the services provided to them. There are various
types of communication which are used or adopted by the health and social care organisation in
order to bring better understanding of the individual needs and also to bring effectiveness as well
as efficiency in the organisational activities(Cameron and et.al,,2014).
Health and social care organisations uses both verbal and non-verbal communication to
share ideas, views and information among various individuals or organisation itself. The verbal
communication is the most effective form of communication an individual can use to transfer
thoughts and information with others. Verbal communication helps in interacting with people
with the help of speeches, verbal communication etc in different languages, this communication
is the most effective method of communication as two persons speaks and listen to each other
directly which reduces the chances of error in the communication process. Non- verbal
communication on the other hand is less time consuming and it uses sign or boards to convey a
message to others. For example within a hospital there are various kinds of signs used for

guiding the people such OPT is used for operation theatre etc. All these form of communication
is very helpful to convey and understand important information related to various individuals in
the health and social care organisations.
1.3 Different methods to deal with inappropriate interpersonal communication among individuals
within Health and social care organisations
It is important for individuals working in a Health and social care organisation to
effectively deal with inappropriate interpersonal communication. According to the scenario,
receptionist's behaviour towards the patient was not so positive. The receptionist avoided deaf
patient's disability, she should have heard or listen to the deaf person in order to understand that
the patient can not listen. This created a gap between communication among the patient and
receptionist. The patient didn't hear what the receptionist wants to say as he was deaf and the
receptionist was aware of this disability of the patient and she avoided to use no-verbal
communication which must be used for effective communication among them. Some individuals
require specific type of communication technique such as deaf service user. These different types
of communication helps and support efficiency within the communication among the service
providers and services users(Griffiths and et.al, 2012).
The Soler technique assist in order to improve reception of the information or message. It
is said that when an individual is interacting with the service user he needs to be direct and firm
to the patients. If the receptionist is firm and direct to the patients concerns, she may
appropriately provide the patient's needs. Lean, eye contact, relax and open position can be other
methods in Soler technique of communication. There are techniques to effectively communicate
wit h the individuals which the receptionist can use such as speaking softly and calmly, using
endearment terms in the interaction etc. The receptionist failed to use these techniques or tips. In
order to effectively understand the needs of various individuals it is important to use various tips
for improving the communication skills.
TASK 2- INDIVIDUAL PRESENTATION
1.4 Strategies to support service users.
Covered in ppt.
3.1 ICT software to support work within health and social care
Covered in ppt.

2.4 Improving communication process in health and social care
Covered in ppt
2.1 Communication process and how it is influenced by the values and culture
Covered in ppt.
TASK 3- REPORT WRITING
1.1 Various types of communication theories applied in order to understand the communication
process within the health and social care.
Communication plays an important role in each and every sector or organisation,
the communication process helps in sharing ideas, views and information among two or more
individuals. There two major theories of communication as mentioned below -
 The Humanistic theory - It helps to enable the healthcare to keep up the connection with
the diverse correspondence ability will be oversee in the associations. In this hypothesis it
will help to comprehension of human in the social insurance. It will enhance the
relational ability of the workers. It will give the better correspondence techniques for the
human service's division. To bring the correct principles and direction for the staff and it
is anything but difficult to impart in the human services. Therefore, the Miss Gina will
endeavour to embrace these approach or theory in their expert career in order to bring the
compelling communication(Damron,2013).
 Second theory of communication is behavioural through in which the association will
endeavour to receive the essential comprehend of the behavioural of other in the
medicinal services. The more the individual utilize the behavioural approach it will bring
the viable correspondence among the representative. The more the behavioural
hypothesis will connect it will know every last individual behavioural in the gatherings. It
is vital to comprehend the behavioural of the staff in human services to appropriate
comprehend of the client. As the fundamental things is the correspondence in every
single segment however the behavioural hypothesis will better outcome in with
transaction and different elements can be utilized to dodge the miss correspondence
among every last person. So it is imperative for the Miss Gina to receive the behavioural
theory to deal with be fundamental things to deal with the interchanges or
communication.

2.2 Description on the impact on the present and past enactment, code of training in connection
to the correspondence procedure.
There are different sorts of enactment is to be surrounded keeping in mind the end goal to
do every one of the exercises in the opportune way. The impact of the Equality demonstration
2010 and information insurance Act 1998 is to be in the characterized way are as-
 Effect of equity Act 2010-This sort of control is to be founded on the counter depiction
hones. Based on this sort of the exercises and with the assistance of different enactment
chief no compelling reason to direct any segregation. With the assistance of value among
the workers the association can play out the exercises in the viable way. Because of the
change in different laws the general population can keep up the merchandise and affable
interaction with the patients so that they can ready to perform exercises viably. With the
assistance of this there can be successful working in the association as representatives can
convey important information and thoughts among each other(Kitson and et.al,2013).
 Information security Act 1998- In this act all data ought to be ensured with the goal that
customer can trust on specialist. Along these lines they can have legitimate cooperation
with the customer so that there can be security of the individual and private data of the
client. This sort of exercises are basic with a specific end goal to set the trust of the
individual. In the social insurance association, the firm need to build up the security with
the goal that correspondence can be protected and secure. This sort of laws and
enactment help the association in connection to well-being and security of realness of the
information. In this situation the director need to actualize the new present day innovation
and different methods with a specific end goal to build up the system of the successful
correspondence. In this supervisor need to keep up the data so customer can have
appropriate connection with the restorative experts. With the assistance of legitimate
understanding that the labourer can deal with all the functions in the best possible way.
2.3 Analysis of the effectiveness of various organisation systems and policies for promoting
good practice within communication
Various legislations and laws covering the rights of people to communicate, is or the
individuals who faces issues and difficulties in understanding or communicating with others. The
laws are developed in order to promote safety, independence, protection of people against abuse,
Confidentiality, anti-discriminatory practices etc. There are many individuals who have a

communication disability as they don not get support, understanding and resources that they
require enabling communication. Due to this they fail to acquire proper health and social
services, employment, training and development. They are highly vulnerable to the risk of abuse
or miscommunication, they can not enjoy social interaction, business of everyday life, leisure
pursuits etc(Brach, Keller and Schillinger,2012).
According to the case scenario, the patient requires specific communication because the
patient is slightly deaf, due to this the receptionist should focus on acting effective measures to
communicate properly with the patient. The patient will need specific communication for
example use of sign language or other type of non-verbal communication. The reception instead
of communicating effectively with the patient ignored her which is against the rights of the
patient. The implication of the code of practice and legislations in the health and social care
settings is to provide high quality services for fulfilling the needs of the individuals. Each and
every individual with any kind of disability in communicating must be informed the way they
can interact or communicate as per their rights or laws implemented in the health and social care
organisation. This refers to informing the individual how to respond and receive any kind of
information, ideas or thoughts.
TASK 4- CASE STUDY
3.3 Legal considerations in using ICT
The legal considerations in using ICT are very critical and needed to be considered by the
service providers as well as service users. The ICT creates a risk of information theft, the
computer software can hacked for acquiring important information related to the patients or the
administration. There are various legal laws or regulations which are needed to be considered
while implementing the ICT software such as acceptance of patient to keep and record the
information. The laws for implementing various software in the company as imposed by the
government etc.
3.2 Benefits of using ICT in health and social care
There are benefits of using ICT in the health and social settings or organisations, as it is
based on the technological improvement and application. It is the best way to bring innovation
within the healthcare firm, The ICT also enhance and supports various activities related to health
and social care as well as workers. It helps to fulfil the needs of manpower and also develops
efficiency in the business operations that too with accuracy. In the given case the use of

computer screen as an indicator of patient arrival made the work of receptionist easier and
lighter. This helps in developing efficiency in the activities of the health and social care.
CONCLUSION
This report concluded that communication is a major and important part of a health and
social care setting or organisation. There are various forms of communication as described in the
report such as verbal and non-verbal communication which can be used in order to develop
effective communication within the health care organisation and provide effective services to the
patients. The report also described various methods of improving the communication process in
the organisation along with the use of Information communication technology software.

REFERENCES
Books and Journals
Griffiths, F., Cave, J., Boardman, F., Ren, J., Pawlikowska, T., Ball, R., Clarke, A. and Cohen,
A., 2012. Social networks–the future for health care delivery. Social science & medicine. 75(12).
pp.2233-2241.
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.
Brach, C., Keller, D., Schillinger, D., and et.al. 2012. Ten attributes of health literate health care
organizations (pp. 1-26). Washington, DC: Institute of Medicine of the National Academies.
Cameron, A., Lart, R., Bostock, L. and Coomber, C., 2014. Factors that promote and hinder joint
and integrated working between health and social care services: a review of research literature.
Health & social care in the community. 22(3). pp.225-233.
Damron, W.S. and Damron, W.S., 2013. Introduction to animal science: global, biological,
social, and industry perspectives.
Glasby, J. and Dickinson, H., 2014. Partnership working in health and social care: what is
integrated care and how can we deliver it?. Policy Press.
Grajales III, F.J., Sheps, S., Ho, K., Novak-Lauscher, H. and Eysenbach, G., 2014. Social media:
a review and tutorial of applications in medicine and health care. Journal of medical Internet
research. 16(2).
Kitson, A., Marshall, A., Bassett, K. and Zeitz, K., 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.
Mechanic, D., McAlpine, D.D. and Rochefort, D.A., 2013. Mental health and social policy:
Beyond managed care. Pearson Higher Ed.

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