Communication issues in Health and Social Care
In this report I will talk about how important communication skills are and how it must be used in Health and Social Care. To prove my point, I will be studying cases and informations on how communication skills are related to this. I will use two theories to prove my point, they are Sigmund Freud, Carl Rogers, Humanistic theory and Cognitive theory. and I will use them to show my understanding of how communication skills must be used. I will talk about the different skills everyone goes thought such as non-verbal and verbal communication. This goes for communication such as facial and body language and the use of tone for their voice. I will also be pointing out the inappropriate impersonal communication between a service user and a care worker and what struggles they face within their communication. This is daily pointed out for service users who have disabilities such as blindness, hearing loss etc. This will overcome the barriers of the positives and negatives of the theories and how is it performed in a Health and Social Care workplace.
1.1 Apply relevant theories of communication to health and social care contexts.
In the Health and Social Care context, there are four types of theories and they are Psychoanalytical, Behavioural theory, Humanistic theory and Cognitive theory.
Psychoanalytical:- This looks at how the mind functions. Sigmund Feuds talks about how an unconscious mind can do many things without realising or remembering it until the brain re-functions and regains memory. This is when the brain is conscious. For example, one might say something unconsciously to a peer and then realise that what they said was not in their manner. This would then make them feel uncomfortable about what they had said to their peer and feel awkward when communicating with the peer. Sigmund Freuds theory is that the mind does not think at the time however the mind comes into conscious afterwards (Communication Theory, 2018)
Behavioural theory:- This talks about the behavioural theory. Every service user needs different treatments. To treat the patient, employees and service users communication has to be positive, ensuring that there is no negativity between the two individuals. If any service user have a specific medical problem which needs to be explained in detailed, employees has a duty to explain to them in a calm manner instead of getting aggressive. Instead you must stay calm, explain it in an easier way so that the patient can understand and speak slowly if you have to. Behavioural theory people expresses themselves through their acting, emotion, thinking and use of tone. As a Health Care worker, we ensure positive behaviour towards service users by respecting them and giving them their dignity (Simplypsychology.org, 2018). The employees need to develop their communication skill particularly to the nature and behaviour of patients so that the patients can get quality treatment (Ludhra, 2014). This reference tells us that employees must be trained well in order to give a better treatment towards the patients by their needs. This suggest that the people who have various differences should be considered while building up communication with them which includes verbal and non-verbal communication in a Health and Social Care. Non-verbal communication includes the sign language to the patient and to their families because sometimes expression make more effective than he words does. Thus, the behavioral theory has huge relevance with the effective communication in health and social care (Sheldrake, 2003).
Humanistic theory:- One theory of communication is humanism which studies the whole person and observes human behaviour through the eyes of the observer and the eyes of an individual doing the behaving (Simplypsycology, 2015). Maslow proposed the ranking of needs which is trying to suggest that individual have their own goals that are motivated for example, psychological basic needs include such as warmth, water, food and rest as well as safety needs, belongings and love. However behaviour must change to be able to achieve this goal.
Cognitive theory:- Geanpiaget suggests the conscious thought, intelligence and problem solving ability which makes the results of learning processing from childhood to adulthood.
In a Cavell residential care home, we apply humanistic theory and behavioural theory by inspiring our staff to improve themselves. As a senior support worker, it is my responsibility to ensure the workers must deal the patients professionally and show empathy towards the service user, that’s how it will make an effective communication between the service users and employees. We ensure that the staff are trained well and understand the skill to communicating with others because poor communication can lead to misunderstandings and patient’s health condition could get worse. However effective communication can do the opposite way which can make a better relationship and can gain the service user’s trust. Being a human, everybody makes mistakes but we should learn from them and show positive behaviour to the service user, personal issues should not be shown whilst on duty. Health care organisations aim to build awareness and understanding for health care workers, there aim is to further improve individual’s communication when working in social care setting and the importance of how to deliver effective communication, it is important as a health care profession to maintain professionalism with patients with various needs. (Freud, Psychoanalysis and Within, 2018)
1.2 Use communication skills in a health and social care context.
There are many different kinds of skill of communication within the Health and Social Care setting which is verbal communication, non-verbal communication and writing skills. The positive communication could develop a good relationship between carers, patients and families by understanding their needs. It is very important to make a good relationship with other colleagues and professionals. Therefore, it is essential to gain knowledge, understanding practical skills
needed to develop effective interpersonal skills, interpersonal skills enable health care workers to interact with another person this may be speaking to a patient on their level making sure they understand what you are saying. (communicationtheory.org) The intention of communication is to understand others, to listen and take an action seriously by using the correct language when speaking, the receiver must understand what the sender is trying to say.
Sharon weavers model explains commutation in details where she talks about the concept of noise. For example, Sharon weavers model is a senior manager and sending a message to his worker who works in a retails store about his shift by texting. But the worker did not receive the full message because of the noise and buffer. This also can happen by the network of the area.
In a hospital, there is a lot of background noise the employees must pay more attention whilst listening the service user by eye contact so they stay concentrated. Sharon weavers mentioned three problems occur in communication like channel problem which effect technical problem, When sender message the receiver but the receiver did not understand the message because it is different.
There are many issues which ca effect the communication such as the cultural difference between the sender and receiver which makes it difficult to understand each other. This can make a poor communication between the sender and receiver. Also the service user and service provider may have the same status in a different level. This can arise when working with people in a setting. While I am working in a Health and Social Care setting, I provide quality service towards my client with their respect and their needs. Giving them their dignity and independence and doing some activity by improving themselves such as writing, drawing, painting etc. I ensure that all staff are trained well, I can speak English and Bengali. This helps me to understand my service user more effectively who does not know how to speak English. This is how I make effective communication with them by receiving their message effectively. I also ensure that I speak clearly and politely with other service users, carers, other workers and different agencies.
It is very important to maintain body posture, facial posture and movement of the body pleasantly as a service provider, treating them professionally. The form of representation is to dress smartly and appropriately according to health care worker. However, any care worker that dresses not to the cods and inappropriately will have an impact on the service user who is having a serious illness.
The following role-play I had with the patient:
Doctor: Good afternoon, hello my name is Doctor Khan, how may I help you today?
Patient/Service User: Hi Doctor,I have been having a headache for more than three weeks.
Doctor: Are you taking any medication for the headaches?
Patient/Service User: I have been taking Paracetamol.
Doctor: Which part of the head do you feel pain? Is it the front side or the back side of your head?
Patient/Service User: All over.
Doctor: Is there any specific time where the pain comes?
Patient/Service User: It comes anytime.
Doctor: How long does it last?
Patient/Service User: Sometimes a couple hours and sometimes more than that.
Doctor: Do you feel tired?
Patient/Service User: Most of the time I do, yes.
Doctor: Anything else?
Patient/Service User: Sometimes I feel sick.
Doctor: I can not point out why you have these symptoms and what condition you have but I would recommend you to book an appointment with the opticians because sometimes, your eyesight can lead you to things such as headaches and pains. As well as, do your blood test for your fatigue. You may have low in Vitamin D or B. Also keep taking paracetamol. If you don’t have any problems with your eyes, book a routine appointment. You may get your results within 2 weeks time. If there is any problem with the results, we will contact you.
Patient/Service User: Thank you Doctor.
Summary
As a Doctor, I have used my communication skills effectively with my patients by identifying the problem making sure I make eye contact and speak slowly and clearly with the patient about the problems. I tried to explain my patients cause of the headache and symptoms that they had and given the appropriate treatment to them. My recommendations was to examine the headache and make a routine appointment so we can analyse from there.
1.3 Review methods of dealing with inappropriate interpersonal communication between individuals in Health and Social Care settings.
What is barriers in Health and Social Care communication?
Barrier means the difficulty of communication. There are many types of barriers such as:
Inappropriate Language:
Problem for health care worker to understand
Not being able to speak a certain language
Struggle to explain about medical health of patient
Use of sign language and makaton
Incongruent Language:
Verbal and non-verbal communication does not match
Sign language patient that has a different ethnicity E.g particular signs may have a different understanding
Tone of voice can be misunderstood
Breach of Confidentiality:
Patient’s information should be confidential and be restricted unless necessary E.g a carer knows all the confidential information about their patient, so employee should not enclose any information with the patient’s permission such as life situations
The prevent harm of others
To break a trust of the patient can cause a negative relationship between the two individuals
Breach of Trust:
Lack of communication between the sender and receiver
Trust could break because of any exceptional reason behind E.g a doctor is obligated to tell a relative about the disease of a patient even if the patient refuses for the relative to know
Misinterpretation:
A person who understands an information incorrectly
This is in a written form
Less knowledge to reading
Exaggerating certain information incorrectly E.g not writing the information of a dose of medicine correctly so the patient that takes the medication is taking it incorrectly
Power:
Power misused
Communications that effect between the managements and the workers
Everyone within the sewing must be respected and supported in any way
Threat and Abuse:
Emotiona, physical, financial and physicalogical
Children going through physical abuse
Death threats
Difficulty in communicating and behavioural problems
Invasion of Privacy:
Information could be disclosed without authorisation E.g any infectious disease or child abuse matter are not an invasion of privacy as it has been legally authorised
There are more various which is emotional barriers, physical barriers, cultural differences, posture, gesture, body language, facial expression, sometimes access information could be a barrier for listener because too much information could confuse the individual. The main solution to deal with the problem by identifying the root of the cause of the problem because once the problem is identified, it is easier to make the solution. The method of the communication must be followed in an effective manner. The list of the method includes that the employees could get training to learn the English as their common language (Hurst and Patterson, 2014). English is the most common and the most used language so the staff should be well trained on speaking and communicating with that language. Stay should also study sign language and code language which can avoid any inappropriate interpersonal communication.
In Cavell residential care home we make some changes by using electronic aids to avoid any miscommunication ensuring that there is less background noise and does not create any problems which can divert attention by making a quiet area which is away from any noisy activities. Staff should be working in a team which should avoid any barriers in a Health and Social Care sector.
1.4 Analyse the use of strategies to support users in Health and Social Care services with specific communication needs.
There are various types of strategies can be used in a care home which can improve the service quality. The most important strategy in a residential care home setting is a highly latest technology which can make an effective treatment level towards the patient, for example proper storage of information, keep data of patient’s history, promoting facilities etc. In Cavell residential care home we use the appropriate facility for all individual, example inside and outside lifts and all the other places where service user feels comfortable and feel vulnerable professionals running a class where they can support service user emotionally which helps the service user to express their feelings. Providing eye clinic liaison will be attending regularly to check and raise an awareness if there is any problem. In a setting the staff should be well trained by ensuring that strategies are appropriately followed to help the service user. Working together makes an effective communication. Working with other professional can share ideas and information which can help to improve good communication with special needs such as blind and deaf.
As a Health Care worker my aim is to provide the best service towards the service user by providing them appropriate and making sure the relevant equipment in on progress. Giving opportunity to the blind and deaf by training and education making feel them the vulnerable not excluded.
In our care home some service user who have a hearing and visual problem which makes excluded from others, in that point it is very tough for service users to communicate effectively with others because they already have lost their confidence. However the care workers try their best to build service user’s self esteem up by supporting them correctly and promoting them proper guidance.
In my conclusion, I strongly believe good communication skill is very important in a Health and Social Care setting. Its a mixture of tone and body posture. Body language shows a person’s personality and how to present to others. Workers must speak clearly, softly with the appropriate language. It helps to understand them better the receiver. Eye contact must apply correctly to show the person your interest what they are saying to you. In a Health and Social Care setting all professional staff should be trained correctly to communicate effectively the service user to meet their needs.
Task 2
2.1 Explain how the communication process is influenced by values and cultural factors.
It is very important to communicate effectively in a workplace. As a health carer we are aware of that communication could effect in a various factors however in 2.1 we are focusing on values and cultural values. In our society people are from various range of cultures The values of cultures are defined by giving respect to others belief, opinion and point of view. Culture is defined as the way of life especially in regards to the beliefs and the the general customs, offers specific groups of people at a particular time (Cambridge Dictionary, n.d) which is identifying the cultural values include language barrier, age, gender and beliefs. These factors could be influenced by one another. As a health carer, we should respect the culture values and beliefs. The discrimination is one of the major factors which influence the communication. It must be avoided and shouldn’t be the part of values or cultures (Kratz, 2005). For instance, foreign language as we all know when English is not somebody’s first language there is an immediate barrier e.g if any service user is from any different ethnicity who cannot speak proper English so there is immediate barrier if the service provider not from the same ethnicity. So the service provider enables to communicate a message across because of the cultural and language barrier. Slang and jargon could be another factor e.g if any service user use a slang language with service provider that could be a barrier for the service provider because they may not understand service user culture and the particular group or form which will make a barrier for the service user and service provider to communicate effectively with each other.
To overcome this situation service provider need to speak very slowly, clearly, softly by using eye contact, body posture or maybe sign language. Another effect could be age e.g if any service user age is 80 and service provider age is about 25 the service provider may not be able to entirely relate to the 80 year old service user or may not emphasise with her problem. There are many a communication barrier due to lack of understanding however to overcome this situation the worker must take a regular training to understand the patient of what she is going through.
2.2 Explain how legislation, charters and codes of precise impact on the communication process in health and social care.
Legislation is a statuary law, the law which can be active by a register or government body. Code of practise is a written rule which is obligatory for all service provider to follow.
The equality act 2010:- Equality act ensures all staff and service users are treated fairly. Equality act prevent discrimination from all level which include disability, gender, sexuality, ethnicity etc. It is a responsibility for all service provider to provide high quality service for all individual in a same manner. No one should be treated differently for instance if service provider met someone from different ethnicity or gender they may treat other individual differently which will impact the communication between the service provider and service user because the service user may not get enough support or health. In a health and social care, equality act defines discriminatory and culture differences should be avoided at all the time with all individual otherwise it could have a huge impact to the service user.
Care act:- it is a legislation provided by agency which ensure the all organisation work together to provide the quality service all individual. The care act 2014, support all individual to improve their life and give the security and their independence.
Data protection act:- this legislation is very much effective in focusing on effective communication between service users and health sector organisations (Nothhaft, 2010). Data protection has a huge impact in the health and social care because it maintains the service users information safely and securely which can be given any authorised person without patients permission.
2.3 Analyse the effectiveness of organisational systems and policies in promoting good practise in communication.
The policies and procedures provide good communication practises in different ways. The policies are written rules and regulations which are followed by the organisation in a legal way. Therefore practise is make for improvement in the communication process which includes values and cultures of health and social care setting. The people become disciplined as the fear of fine or penalties punishment restrict them to breach the basics fundamentals of the communication process (Bryan, 2009). IN a health and social care all workers must follow the system policies and procedures to gain an effective organisation. To run the organisation for effectively, the organisation must apply feedback system from services user and visitors e.g services and questionaries, which will help the organisation to get feedback from the service user and visitor to improve the service and can be changed if its needed. Also service user and service provider feel valued and involved to making changes which can which can also make the service more effective. Confidentiality is very important in a health and social care sector also it must be implement in order to provide good practise and good communication. The data protection act 1998 governs the sharing and disclosure of information and all staff dealing with any form documentation, if unsure, must seek advice from their line manager or supervisor, before taking any form of action (gov.uk, 2014). The data protection act 1995 defines that is not only safe for service user but it also protects others take holders such as service providers, the visitors and the organisation itself.
2.4 Suggest ways of improving the communication process in a health and social care setting.
There are various ways through which can improve the communication process in a health and social care setting e.g feedback form, strategy formulation, training, implementation of legal policies relationship building. By taking feedback from colleagues, service users, visitors, or their family can make improve the organisation because they will be able to put their point of view. Above mention strategies could also be effective with respect to improving the level of communication within the organisation (Clarke, Sachs and Sumner, 2010). And the strategies has to be designed according to the specific needs of the service user an staff. Technologies system must be available is the organisation which will make more effective communication between staff and service users. In a health and social care, all staff must be well trained to communicate with all individual effectively e.g operating the new machinery or equipment. The individual should get training to be able to get the service provider and needs which includes gestures and facial expressions of the patient. The legal policies are very powerful to improve the communication which will make the staff responsible and discipline. These activities could help immensely on the ground of improving the communication in a health and social care settings. Such kind of programmes could be arranged on a regular basis to make the working environment pleasant (Koprowska, 2010). Therefore there are some ways which can help improving the communication in a health and social care.