COMMUNICATION
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Table of Contents INTRODUCTION TASK 1 1.1 Relevant theories of communication to health and social care context 1.2 Communication skills used in health and social care context 1.3 Methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings 1.4 Strategies to support users of health and social care services with specific communication needs TASK 2 2.1 Communication process is influenced by values and cultural factors 2.2 Influence and impact of legislation, charters and codes of practice on communication process 2.3 Effectiveness of organizational policies and systems in promoting good practices in communication 2.4 Ways of improving the communication process in health and social care settings TASK3 3.1 How you access and how you use standard ICT software packages in your own workplace 3.2 Benefits of using ICT in health and social care firm 3.3 Impact of legal consideration with respect to ICT on health and social care organizations CONCLUSION REFERENCES
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INTRODUCTION Communication is an activity of exchanging information between one or more individuals in order to receive and convey the intended meaning through speaking or other mediums. To receive and convey the information to others, effective communication skills are required because lack of communication skill can generate communication gap among people. This present report will help to understand the significance of power of communication and its skills in health and social care context. Further this report will help to understand that how various factors like values and cultural etc. influence the communication process. In last this report will includes concept of information communication technology in health and social care.
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TASK 1 1.1 Relevant theories of communication to health and social care context In health and social care context, there are various types of theories of communication. The psychoanalytic theory of communication is described below: This psychoanalytic theory is based on human behaviour. According to Freud, an individuals deals with various situations which are based on unconscious intuitions. Freud describes that conscious mind includes current emotions and feelings. The pre-conscious mind includes recollected memory and further the experience collection from past life covers in unconscious. The psychoanalytic theory relates with study of concepts like id, ego and super ego. The process of communication is created on the basis three points. Strengths- This theory enables service users to talk which are related to their issues. It also helps them in relieving the illness symptoms (Mousten and et.al., 2012). Weaknesses- The results are difficult to measures which are carry out from this theory. Is is also claimed to magnify and generalize the human behaviour. In health and social care context, this theory presents the base. For example, the patients are unable to express their issues in words, in this situation if workers neglect hem then clashes of unconscious and pre-conscious mind occurs. This creates the communication gap between care giver and carer (Taylor, 2014). 1.2 Communication skills used in health and social care context Communication process allows health care professional to interact with their patients who have the learning disabilities, behaviour and mental health issues. At the workplace to set the communication with other service users and patients, the different techniques like verbal, non verbal, gestures Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
and sign language etc. could be used. According to given case scenario, the inappropriate communication occurs between service users and staff members. The manager believes that effective communication skills are essential to work in a care environment. For solution of this problem, the techniques can be used which are discussed below: Verbal communication- With the help of this technique information can be delivered to service users by use of spoken words. By using the verbal communication technique through service provider, the service user can receive the message. If a patient is hearing impaired then in this situation service user can use lip reading technique to understand the words of service provider (O’Halloran, Worrall and Hickson, 2012). Non-verbal communication- In this technique, facial expressions and body languages are used to convey the information. The staff members can do body movements, actions and gestures to convey the message to the service users. The service users who have learning disabilities than staff members can use the sign language in which they can use their hands for forming the shapes. By using this technique, care taker can establish their communication with service users. Written communication- To convey the message to service users, health care professional can write the words or draw the image. With the help of this care workers can easily covey their messages to service users. The staff members of care home should be aware about these technique so if any patient uses sign language or these above techniques then they will be able to understand their messages like what they are trying to say (Desai and Pandya, 2013). 1.3 Methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings The
interpersonal
communication
basically
arises
from
misinterpretation of body languages, wrong use of vocabulary and cultural Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
insensitivity etc. Generally inappropriate interpersonal communication leads to
the
communication
gap.
The
barriers
causes
the
difficulty
in
communication when the barriers are too strong. According to scenario new recruits uses English language as second option which create communication gap among service users and staff members. The misinterpretation, inappropriate language, breach of confidentiality, trust, power and incongruent messages etc. are the barriers of proper communication. All these barriers creates the lack of communication between service provider and service users (Rappaport, 2013). For example, service provider is using sign language to convey message to service user who is from other country. But patient misunderstood the meaning of signs which were created by service provider because particular signs may have other understanding and meaning in another country. The service provider's tone of voice and non match of communication technique also creates the communication gap because it may give mixed signals, so, patient understands incorrectly (Rolnick and et.al., 2013). Breach of trust- By misusing the power, breaking the trust of service user can cause communication failure and breach of trust lack also affects the communication between workers and management of day care home. If a service user is from another country and not aware of language which is used by service provider then it creates communication barriers between service user and provider. For the solution of this problem, here needs a translator to convey the information to both. In case of abuse and threats, the mental unstable patients faces behavioral problems and difficulties in interacting and communicating with others. In this context, threats like death threats. In the breach of confidentiality, disclosing the personal information or identity to others without the contest of service user may create communication gap between management and service users. Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
1.4 Strategies to support users of health and social care services with specific communication needs In health and social care, communication plays important role and for this good methods should be used to understand and meet the needs of service-users. Health care worker needs to be able to use different strategies to establish effective communication. To support the service users who are hearing impaired, visual impaired, dementia and autism etc. few strategies and methods can be used. To support users and meet their needs, training could be provided related to verbal and non verbal communication to the staff and service provider. After training workers will be able to make interaction with service users through sign language, gestures, slang expression and lip reaFREE DISSERTATION SAMPLE ding etc. methods. The vulnerable users who have disabilities can be supported by few technology aids such as voice recognition system, reading lenses system and Braille system. For supporting specific communication needs the alternative languages can be use by service providers. For the language aids, the picture exchange communication system can be used for the patients who have autism. For the visual impaired patients, workers can support them by helping in touching the things or describing the things orally to them (Battisti and et.al., 2015). If a service user is from another country then in this situation there are chances that he may not be able to understand language of service provider and workers of care home. Then in this condition to support them interpretation and translator could be provided to receive and convey the information to them. In this situation, translator will work as intermediate between service user and provider for the communication.
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TASK 2 2.1 Communication process is influenced by values and cultural factors The values and cultural factors includes customs, ideas and social behaviour of individuals and their society. Usually it is influence and created by the people which are transmitted from one generation to other by family, teachers, leaders, religions etc. At the care home the service providers have a duty of care to give respect service user's background, culture and beliefs. If the culture and beliefs of service user is neglected by service providers then it leads to violence and service users feels emotionally hurt and disrespectful (Communication Systems in Healthcare, 2006). For example, Muslim service user may request for a halal food, so the management have to provide him and respect his religious belief by fulfilling his needs. This describes that every social user should be respected with their ethnic, cultural and religious values. In respect to age and gender factors, the service users may be old age, kids or females then the service providers have to use different ways to communicate them. For example, if service user is a kid, then service provider have to create friendly environment for them, so they do not scare from them at the time of diagnosis. While making the communication with kids, the service providers can uses methods like symbols, image or facial expressions to make them comfortable and friendly. In a multicultural society, the health care workers have to understand the importance of patient's personal, belief and cultural values because all these factors influence the communication process (Noctor and Murphy, 2012). The service users who are not aware about English language, in this context to respect the service users the workers must act in proactive manner and also provide them translators so, through this their health needs will be accessed. The management of health care cam also provide the information in different languages according to the need of service users.
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2.2 Influence and impact of legislation, charters and codes of practice on communication process The term legislation is group of laws which are made by government. Legislation regulates that how individual live, improve their lives and also determines the framework of policies. In this Data Protection Act 1998 is important part because it controls that how the personal information of person will be use by organization and government. It ensures that personal data is accessed and secures in responsible and controlled manner. In health and social care context, the service users are more concern that there personal information is securely stored or not. For the data protection, the whole process related to data storage and maintenance is done in professional and mature manner. The confidentiality about data should be maintained because information related to service users can not be disclosed to anyone with out the permission of owner. If the dignity and privacy of service users are respected then it describes that human rights are protected and achieved. Under the Access of Health Records Act 1990, the patients have the rights to access their personal medical and health records (Shah and et.al., 2014). Health care workers have to strictly follow the rules like data protection principles to use the data confidentiality. The law of confidentiality describes that data in computer, visuals, paper or audio form should not be disclosed to third party without patients contest. The six Caldicott principles includes in codes of practice and it can applied to the handling service users identifiable information. It justify that why patients information are shared like use and transfer of them. The policies and legislation are implemented in the health care organization so that different gender, age, cultural and religious background are not neglected in negative manner (Donovan, 2015).
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2.3 Effectiveness of organizational policies and systems in promoting good practices in communication The good practices in communication contributes to build confidence, increase trust and improves the service efficiency. An organization must have the systems to assure requirements and principles of governance are systematically
applied
which
helps
to
promote
policies
in
effective
communication. The care home must have a system to assure both policies and codes of practices to rum business operations effectively. The complaint channel
of
health
and
social
care
organization
should
be
design
appropriately to get the authority and it would also prevent the barriers of fear from service users. The communication system should be more effective because inappropriate communication from top to bottom or bottom to top level may creates communication barrier. In communication gap, the service users will not be able to understand the need of service users in effective manner. With the bad practices in communication, the workers will not be able to easily understand the message and information which are conveyed by the service users. The lack of good practices in communication may lead to misunderstanding and misinterpretation of information which will work as a communication barrier (Bekkum and Hilton, 2013). For promoting effecting communication practices, management of care home may provide training g to workers through which they will learn importance and way of proper communication. After training programs, the spot checking and monitoring methods can be used to analyze the result. Through the code of practices and policies, the annual appraisal and reward system should be done to all health care professionals and workers who are providing the services to organization. The health care professional should be able to understand communication method which is used by patients and workers should always provide support to them. Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
2.4 Ways of improving the communication process in health and social care settings For improving the communication system in health care organization, the National Health Services has implemented the RiO system where daily progress and records related to service users are saved with security. The file related to medical records can be update and retrieve. The written and verbal commands of workers are poor like workers are not properly aware of English then it will create a communication barrier. For the solution of this problem workers should be hired on the basis of education and qualification. There are various types of ways to communicate effectively to service users with the help of verbal or non verbal communication method. To improve the communication process, training should be provided to all health care providers and staff members which includes signed languages, symbols and technological aids etc. For the effective communication service providers can use of graphics, images or presentation technique to convey the information about disease to the patients (Salt, Rowles and Reed, D.B., 2012).
The
workers and staff aware and understand the importance of different religion and culture. The health care professional must have the listening skills which will help him to clearly understand the patient's sayings. To enhance the practices of communication process, staff have to be well aware about the laws like law of confidentiality. The management can hire the staff members who have knowledge about different languages so, they can work as interpreter between patients and professionals. The care workers and staff members should be well train that how to handle and take care the patients who have learning disabilities, challenging behaviour issues and mental illness issues. The service users may be kids or older people and they needs extra care. In this workers requires the effective skills to handle them and understand their needs. Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
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Task 3 3.1 How you access and how you use standard ICT software packages in your own workplace Information technology is an umbrella term which consists of various communication devices, applications, satellite systems and hardware and software networks. Information communication technology (ICT) is used in education, health care organizations, libraries and many other things. As per the given case study, ICT packages support the health care organizations in may ways such as power point, spreadsheet, data analysis, etc. The main requirement of ICT packages is internet as without internet it is not possible to access it. At my workplace, I uses Digital Blood Pressure device for measuring the blood pressure of my patients. It is affordable, easy to handle and gives the right results. The handle given in this device helps in handling it with care. Along with it, I uses power point presentation for my meetings. These power point presentations are helpful in explaining the information to other people with the help of various diagrams and charts. Along with this, I uses spreadsheets for maintaining the records of patients and service users. This spreadsheet also contain information related to the treatments, medicine, recovery, joining date of patient, type of disease, etc. By the help of spreadsheet it is easy to manage all the information and one can store them for future use also. I also uses ICT packages for mailing my colleagues and other staff members (Gurol�Urganci and et.al., 2012). This helps in maintaining good relationship with each other. By exchanging mails, employees can update each other about their work status, regarding any notice and may more. This proper communication results to create friendly working environment due to the proper cooperation and coordination among them. With these software, I also uses database for proper and effective management of work. The data stored in this database are fully secure and no one can use the information without getting authority from the top Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
management. These all applications and software helps my workplace to manage their work effectively and efficiently (Oubari, 2015). 3.2 Benefits of using ICT in health and social care firm There are various benefits such as reliability, security, flexibility, etc. of using ICT in health care organizations. Use of ICT packages in these firms results to increase in work processes, efficiency, effectiveness and abilities of the staff members. This also helps in maintaining good relations and in proper communication among the social workers, service users, doctors, etc. It also leads to decrease in the number of medical error and helps in improving the treatments of the patients. Use of database helps in storing all the information regarding the patient and his diseases. Health care firm also keep an eye on the performance of the staff members by using appropriate enterprise resource planning system. This system updates top management about the status of the employees, their projects, work effectiveness, improvement and many other things. Doctors can store all the information on the computer without the fear of losing it (Househ, 2015). Databases results to minimize the wastage of time by accessing fast and easily. This also provides full security and safety to the data stored in it due to which third person is unable to access the system without getting prior permission from the higher authority. The stored information in databases also helps doctors and other staff members in their future work. The feature of automatic back up and recovery helps in regaining the lost information. Doctors are able to provide printed prescriptions to their patients from the help of computer and printer. They can also check or monitor the pulses, heart rate, breathing of patients by using appropriate devices. These devices provide accurate information to the doctor which later helps in suggesting right treatment to patients. ICT improves the quality of work and makes it more effective by using right quantity of resources at right time. ICT is quiet Toll Free : +44 203 3555 345 Email : help@onlinedissertationwriting.co.uk Website : https://www.onlinedissertationwriting.co.uk
expensive to buy and require talented and skilled employees to operate (Gulati and et.al., 2012). 3.3 Impact of legal consideration with respect to ICT on health and social care organizations Use
of
ICT
in
health
and
social
care
organizations
requires
consideration of various laws and acts. Along with the advantages, ICT has various disadvantages also. Ineffective and over use of ICT results to repetitive strain injury in arms, injury due to poor posture, problem regarding the eyesight and many more. To prevent employees from such kind of injury or problem health and social care organizations are need to follow the Misuse of Computer act 1990. By this act, employees are advised to use systems in limit and in appropriate manner. This act also suggest various ways to stop the continuous use of system and other devices. Health care firms are also need to follow Health and Safety Act for keeping staff members, social workers and other employees safe and secure. Safety of employees is the prime responsibility of the firm.
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CONCLUSION With
the
help
of
this
report
it
is
articulated
that
effective
communication plays a important role in health and social care sector. Through this report it is concluded that both lack and poor communication may often leads communication gap among among management and service providers in an organization. The present report also describes importance of communication skills and also review the methods to deal with inappropriate interpersonal communication. Further this report includes the concepts for overcome on communication barriers, various strategies could be used to communication. The policies, code of practices and legislation are implemented in organization to protect the rights and needs of people. This report also helps to understand the usage of information technology in communication which provides effectiveness in delivery of safety, security and confidentiality risks.
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References Books and Journals ● Battisti,
W.P.
and
et.al.,
2015.
Good
publication
practice
for
communicating company-sponsored medical research: GPP3. Annals of internal medicine. ● Bekkum, J.E. and Hilton, S., 2013. The challenges of communicating research evidence in practice: perspectives from UK health visitors and practice nurses. BMC nursing. ● Desai, P.P. and Pandya, S.V., 2013. Communicating with children in healthcare settings. The Indian Journal of Pediatrics. ● Donovan, E.E., Brown, L.E. and Crook, B., 2015. Patient satisfaction with medical disclosure and consent documents for treatment: Applying conceptualizations of uncertainty to examine successful attempts at communicating risk. Journal of Communication in Healthcare. ● Gurol‐Urganci,
I.
and
et.al.,
2012.
Mobile
phone
messaging
for
communicating results of medical investigations. The Cochrane Library. ● Househ, M., 2015. Communicating Ebola through social media and electronic news media outlets: A cross-sectional study. Health informatics journal. ● Mousten, B. and et.al., 2012. Communicating pragmatics about content and culture in virtually mediated educational environments. Computermediated communication across cultures: International interactions in online environments. Online ● Communication Systems in Healthcare, 2006. Available through : <http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1579411/>.
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