Communications in Health and Social Care Organizations Report

This report examines effective communication in health and social care organizations, focusing on a case study involving the Sengupta family. It analyzes communication strategies, including verbal and non-verbal methods, and explores the impact of cultural values and legislation on the communication process. The report utilizes Gibbs' reflective model to analyze a personal experience and reviews methods for handling inappropriate interpersonal communication. Furthermore, it assesses the effectiveness of organizational systems and policies in promoting good communication practices, offering suggestions for improvement. The analysis covers various aspects, including the impact of diabetes and dementia on the family, the importance of confidentiality, and the role of teamwork and information sharing in enhancing communication between service providers and users. The report emphasizes the need for culturally competent care and adherence to legal and ethical guidelines to ensure high-quality service delivery.

Communications in Health and Social
Care Organizations

Table of Contents
INTRODUCTION ...............................................................................................................................3
TASK 2 ...............................................................................................................................................3
1. Analyse the use of any strategies to you used or observed that supported the service user with
specific communication needs.........................................................................................................3
2. Review methods of dealing with inappropriate interpersonal communication between
individuals .......................................................................................................................................4
TASK 3.................................................................................................................................................5
Explain how the communication process between the Sengupta family and care staff is
influenced by values and cultural factors........................................................................................5
Explain how legislation, charters and codes of practice impacts on the communication process
with the Sengupta family.................................................................................................................5
Analyse the effectiveness of organisational systems and policies in promoting good practice in
communication with the Sengupta family.......................................................................................5
Suggest ways of improving the communication process between service providers/carers and the
Sengupta family...............................................................................................................................6
CONCLUSION....................................................................................................................................6
REFERENCES.....................................................................................................................................7

INTRODUCTION
Effective communication skills are very important between service users and staff members
so that effective services are provided to them in health and social care settings (Purnell, 2014).
Proper communication skills play a very vital role in understanding the needs of service and users
and giving them treatment accordingly. There are many modes of communication which can be
adopted such as verbal and non-verbal form so that different relationships can be fostered (Miller
and Tucker, 2013).
In this part a reflective report will be prepared to address the existing conditions of
Sengupta family in London. Later on it will also focus on various other aspects of communication
that is needed in health and social care sector.
TASK 2
1. Analyse the use of any strategies to you used or observed that supported the service user with
specific communication needs
For decision making about the health of an individual it is very important to develop
effective communication strategies so that patients and other service users are able to understand
the treatment which is given to them (Cabana and et.al, 2014). In this part Gibbs model of
reflection will be used to write a report on the behalf of Mr. Sengupta.
Description: I am the head of the family and I have been residing with my family in London
suburb from past seven years. My mother is a 69 year old lady who has recently being diagnosed
with early symptoms of Dementia.
Feelings: As my mother has been diagnosed with Dementia, I feel if her condition deteriorates or
worsens than soon we will be appointing residential care taker who can take care of her. My wife
handles our 4 year old son who is about to be admitted in primary school (Glasby and Dickinson,
2014).

Evaluation: I have recently diagnosed with diabetes and my GP has advised me to change the diet
plans which I have been following
Analysis: Although my diabetes level is not on peak but my GP has given me recommendations on
having a check on my diet so that my diabetes is in control (Free and et.al, 2013).
Conclusion and Action Plan: My GP has completely changed my diet plan so that my mental
health and physical health is not affected due to diabetes. GP has advised me to intake low calorie
diet so that sugar level is not increased (Couët and et.al, 2015). They have also suggested me to
perform daily exercise so that I am able to maintain my physique properly.
2. Review methods of dealing with inappropriate interpersonal communication between
individuals
There are many ways in which inappropriate interpersonal communication between
different people in healthcare settings can be handled (Giger, 2014). Maintaining confidentiality
about information related to clients is very important, if confidentiality is not maintained then the
trust between service users and healthcare professionals is lost. Listening is also one of the criteria
which can be used to determine the effectiveness of interpersonal communication skills.
Illustration 1: Gibbs model of reflection 1988
Source : (Gibbs model of reflection, 2016)

Monitoring of different feedbacks obtained through verbal mode can also help in evaluating
communication. Self reflection is also one of the method which can be used to judge effectiveness
of interpersonal communication skills (Collins and et.al, 2013).
TASK 3
Explain how the communication process between the Sengupta family and care staff is influenced
by values and cultural factors
In a healthcare setting many types of healthcare professionals work with divergent people
who belongs to different types of cultures and values. It is the responsibility of all healthcare
providers to create an awareness about all arrays of culture and sub-cultures which are present in
UK (Kemppainen, Tossavainen and Turunen, 2013). As Sengupta family belongs to Indian culture it
is the responsibility all the care providers to consider their values and cultural aspects when
furnishing them treatment. All the patients should be given equal treatment so that they do not
feel they are treated in different manner. All care providers should keep in mind religious, cultural
and ethnic values associated with different cultures.
Explain how legislation, charters and codes of practice impacts on the communication process with
the Sengupta family
Legislations and codes of practice should be adopted so that best quality services are
provided to all the service users in health care settings (Koh and et.al, 2013). Data protection act is
one of the legislation which ensures that all the data associated with the patient is safeguarded
and confidential and will not be share with any unauthorized person. It should also be noticed that
all the data that is recorded about the patient should be recorded in professional manner so that
individuals are aware about the data that has been stored. This can be done by implementing
rigorous protocols and training so that fears of breaching data from the mind of service users is
allayed (Purnell, 2014).
Analyse the effectiveness of organisational systems and policies in promoting good practice in
communication with the Sengupta family
As Sengupta family has two cases of medical condition it is very important to promote good
health with the implementation of organisational policies and services (Giger, 2014). The
effectiveness of organisational policies also depends upon many factors which are used to address
the needs and requirements of Sengupta family. It can be done through promoting oral modes of
communication such as listening and speaking. By developing care plan for Sengupta family and
through generating electronic communication system (Collins and et.al, 2013).

Suggest ways of improving the communication process between service providers/carers and the
Sengupta family
There are many methods which can be adopted in order to improve the communication
process between care providers and Sengupta family (Glasby and Dickinson, 2014). Team work
should be facilitated so that session becomes more interactive and less interruptive. Sharing of all
the information with one another is also an important tool that can promote communication
process between care providers and Sengupta family.
CONCLUSION
The overall report was based on reflection of Sengupta family using Gibbs model of
reflection. Further it also discussed ways to improve inappropriate interpersonal communication
skills between service providers and care users. Lastly it concluded with suggesting ways to
improve communication process between Sengupta family.

REFERENCES
Books and Journals
Purnell, L.D., 2014. Guide to culturally competent health care. FA Davis.
Miller, A.R. and Tucker, C., 2013. Active social media management: the case of health care.
Information Systems Research. 24(1). pp.52-70.
Cabana, M.D. and et.al., 2014. Impact of physician asthma care education on patient outcomes.
Health Education & Behavior. 41(5). pp.509-517.
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.
Free, C. and et.al., 2013. The effectiveness of mobile-health technology-based health behaviour
change or disease management interventions for health care consumers: a systematic
review. PLoS med. 10(1). p.e1001362.
Couët, N. and et.al., 2015. Assessments of the extent to which health care providers involve‐
patients in decision making: a systematic review of studies using the OPTION instrument.
Health Expectations. 18(4). pp.542-561.
Giger, J.N., 2014. Transcultural nursing: Assessment and intervention. Elsevier Health Sciences.
Collins, P.Y. and et.al., 2013. Grand challenges in global mental health: integration in research,
policy, and practice. PLoS Med. 10(4). p.e1001434.
Kemppainen, V., Tossavainen, K. and Turunen, H., 2013. Nurses' roles in health promotion practice:
an integrative review. Health Promotion International. 28(4). pp.490-501.
Koh, H.K. and et.al., 2013. A proposed ‘health literate care model’would constitute a systems
approach to improving patients’ engagement in care. Health Affairs. 32(2). pp.357-367.
Online
Gibbs model of reflection 1988[Online] Available through:
<http://oqn.dtsc.com.au/module2/mod2_intro_htm_files/220.png>. [Accessed on 20th May
2016].