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.
Conclusion
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.
Recommendation
My recommendation to the health care workers and service users are the following:
Being a good listener
Team working skills
Being professional as well as confident and equipped correctly
Staff training on policies and procedures
Respect other choices in decision making
Interpreters provide individual who have language barrier
Individual should be treated in the same manner within their rights and dignity
Being friendly and showing empathy
Finding solutions for problems in communication
Contents Page
Introduction to health and social care settings.
2.1 Explain how the communication process is influenced by values and cultural factors.
2.2 Explain how legislation, charters and codes of precise impact on the communication process in health and social care.
2.3 Analyse the effectiveness of organisational systems and policies in promoting good practise in communication.
2.4 Suggest ways of improving the communication process in a health and social care setting.
Conclusion
Recommendation
Bibliography
Task 2
Introduction
In this report I will be talking about how communication process is influenced by values and cultural factor e.g beliefs, age, ethnicity, sexuality, gender, education. I strongly believe when working in a health and social care organisation there should not be any discrimination with any individual. As a health carer provider, it is really important to treat every individual with the same respect and dignity as you would like to be treated. I will explain the relevant legislation in relating to communication, charts or codes of practise and how it can impact in communication process in a health and social care. These charts and codes of practise includes equality, diversity, confidentiality and care act whilst working in a health care organisation. Also I talked about data protection pointing out at service user which includes reporting, recording storage and sharing information. In this report, I talked about analysing the effectiveness of the organisation system and policies in promoting good practice in communication in a health and social care. I explain how to improve the communication process in a setting.
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.
Conclusion
In my conclusion, I believe that communication in health and social care is influenced by the culture and values as well as is influenced by legislation, charts and codes of practise. In a health and social care, legal procedures has to be followed because it prevents people from danger, risks, ill treatment and neglect etc. As a health care worker must provide equal rights to every individual to maintain professionalism and give the same respect to all service user.
Recommendation
Work in collaboration to provide good quality service
Discrimination must be avoided from the organisation
Staff must be training under the legislation
Provide equal treatment to service user with dignity and respect
Adapt on legislations for better service
Service user personal information must be confidential under the data protection act
Communication effectively by using organisation policies and procedures
Embrace all individuals background
Task 3: Training on information technology (IT) AT Cavell Residential Care home
Introduction
I am offering training for IT (Information Technology) to be used for management, social care workers and service users.
This presentation will explain how ICT (Information Communication Technology) will be used in the workplace and how it can be adapted.
Care workers must understand how to use the Standard ICT software such as Excel, Word, PowerPoint etc. This will be beneficial for both the social care workers and service users
3.1 Access and use standard ICT software packages to support work in health and social care
In my organisation, we are using the following packages according to our policies.
Email: to communicate with staff from different departments about the patient’s health care etc.
Excel: to store private and confidential information of a patient.
Word: to store the patient’s name, address etc. To keep track of patient’s history.
PowerPoint: to present any patient’s information and the policies, legislations and rules to care workers and staff.
We also use driver’s hand held device which gives us information about patient height, weight, any infections or diseases the patient may have, from where the patient must be collected and where to be dropped off.
Information is stored in spreadsheets where care workers can have access to. This makes sure that all information of residents are kept safe such as telephone numbers, attendance, number of incidents, costs of them being in the care home etc. For example a patients health records being kept in the resident’s GP evidence.
“Today care workers effectively use standard ICT software packages to support work in health and social care settings (Boulos & Wheeler, 2007).†The use of ICT within health and social care text includes a big amount of ICT applications, ranging from “ambient assistant living, clinical imagining processing, decision support, e-therapy, electronic health records, and mobile health software applications†(Martinho et al., 2013, p. 19)
A PowerPoint is for presenting information such as ‘How to wash your hands’, ‘Hygiene’, ‘How to use the toilets’ or even ‘How to access the bathroom’. This is mainly presented for clients and workers.
3.2 Analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations
There are many benefits of using ICT software in the health and social care for all staff members and employees of the workplace. This decreases the timing to send information and it increases the flexibility of changing any data. It also support management of resources and improved the quality of care being delivered (Hiney, G.2014). An example of a software and package is Electronic Health Record (EHR),†It reduces the medical errors and improve the accuracy and clarity of medical recordâ€(CMS, 2014).
From my understanding, it shows how using an EHR can provide us results with more accuracy than if we did it manually. However the downside to this is that the private details could get stolen or get deleted if a computer crash occurs. For a backup, doctors must also write it down so that if it does happen, we still have a backup source which the doctors could lend to us. It can potentially put your organization at risk if you do not follow privacy protocols to an exacting degree (Systems, 2014).Information must be kept secure and confidential.
Information and communication technology improves the systems of the organisation more efficient and prevents any medical errors. A benefit for this is that it helps care workers and the organisation to monitor the patient’s health through Intelligent Monitoring and meet individual needs.
3.3 Analyse now legal considerations in the use of ICT impact on health and social care
The employee have a legal duty under the Health and Safety at Work etc Act 1974 to ensure, so far as is reasonably practicable the health and safety of employees (Aldworth, 2007).There are many legal consideration regards of using ICT has a positive and negative impact in health and social care and there are many legislations. Using the packages that has been provided can be beneficial for individual such as muscle pain which is caused of poor posture. Back problems are mainly caused by sitting a long time on a computer which ruins back posture of the body. ICT can have a large impact in a health and social care. However, this can cause many health problems on an individual such as the posture and stress. Employers have a responsibility to protect other employer’s work that uses ICT. Different people have a different impact from dizziness, stomach ache, vision problems etc. When we sit down, we must sit accordingly to avoid back problems, muscle pains etc. It can have a big effect on individuals if they do not sit accordingly otherwise this will effect their minds to concentrate. As an employee we should ensure that our own action do not create any health and safety risks, do not ignore significant risk at the workplace and take sensible action to report things that is not right and danger to others (Anon,2014). There are many issues that come across in health and safety using ICT in the workplace. Drinks and food should not be at the dest as it may cause the computer to bust and lose patient’s information.
Wires should stay in a safe place as patients and staff may trip over unknowingly. We ensure that health and safety work act 1974 is implemented the health and safety organisation so that service users and staff are using relevant equipment. We work towards minimising the risks by following the work act. Health and social care organisations are bound to information. Data protection act 1998 is essential for health care organisations because it protects the individuals personal informations such as name, telephone numbers, address, emails, medical history. For example a person has dementia, this information will then be stored as data protection. This can be accessed by any professionals. For example a a doctor can access the patient’s information, however if information is in the wrong hands then there can be a possibility for them to be prosecuted as it comes under the criminal offence act. People have the rights to protect their information and who they would like to share it to. Staff should follow the organisations policies and information should not be kept longer to a certain limit. There are many issues that come across in health and safety using ICT in the workplace.
In an organisation, it is very important to keep patients record confidential and should not enclose to any unauthorised person. This is against the law to share any private data and against to the organisation policy. Therefore it should be stored in a file, folder and a computer. A person can use somebody else’s identity to earn a disability badge, however this is against the law.