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Communication in Health And Social Care

Factors that Affects Communication Process in Health and Social Care

Introduction to Communication in Health And Social Care

Communication plays most important role in health and social care organisations. To satisfy diverse patients, it is necessary to communicate with them properly and suggesting them right solutions. There are many communication skills which doctors and nurses should posses for effective communication. This leads to improve the performance of health and care organisation and also increase its market position.

The report consists of various theories and methods to improve communication skills, factors that affects communication process in health and social care organisations. Along with this, report consists of use of information technology in the field of effective communication. In the end,the study is summarised with findings.

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Task 1

1.1 Theories of communication to health and social care contexts

There are various theories of communication in social care. As per the case study, the communication in health care firm is inappropriate which leads to dissatisfaction to patient. The theories of communication which firm need to follow are as below:

SOLER Theory

This theory was introduced by Egan. As per this theory, there are some micro skills through which individual can improve his communication. Soler is all about non verbal listening. In this, Soler stands for: S- Sit attentively, O- open posture, L- Leaning forward, E- Eye contact with another person, R- Relaxed body language. By following all these instructions health care organisation can improve their communication skills.

Communication cycle

This theory was given by Argyles. According to this theory, communication takes place in different stages. In first stage, idea comes into the mind related to the topic person wants to talk. In second stage, idea is codded in the form of message when he want to talk. Then in third stage, message is delivered to that particular person and in next stage, message is being received by receiver. Person decode the message into his language to understand it.

Tuckman's Stages of group interaction

This theory introduce some stage which are: Forming, storming, norming and performing. By following all these stages properly team can achieve its targets through effective communication and performance. Social care firm need to apply this theory so that they can work as a team which results to better communication among them.

1.2 Use communication skills in a health and social care context

For better communication among nurses, doctors and patients, it is important to have good communication skills. They have to use the following skills for effective communication:

Questioning

By asking right question by doctor to patients at right situation can improve the communication between them. Through this, doctors can get detailed information about patient's problem which helps in finding right solution. It results to appropriate medication and treatment.

Clarification

After gathering all the information from patient, doctor needs to clarify and explain the reasons behind that problem. This clarification should be proper which does not leads to any kind of confusion or misunderstanding.

Reflecting

Through this doctor needs to paraphrasing and restating his feelings and words. This skill results in clarifying any confusion and let patient know that doctor is listening and paying attention to his words. This require accurate perception of doctor.

Empathy

This is a skill of watching situation as per doctor's perception. This leads to increase social interaction between doctor and patient. It contain understanding yourself, understanding doctor and nurses, and non verbal communication.

Summarizing

This skill is for better communication and conflict resolution. It makes both patient and doctor confident that whatever communication takes place between them is 100% clear and there is no confusion and misunderstanding.

1.3 Methods of dealing with inappropriate interpersonal communication between individuals

For dealing with inappropriate interpersonal communication between individuals in health and social care firms there are various communication methods. Inappropriate interpersonal communication takes place due to various factors like personal, social and professional. The following methods helps in proper communication between doctor and patient.

Staff training

This method is one of the effective method which results in enhancing the skills, knowledge and abilities of both doctors and nurses. Health care organisation adopt this method to improve various communication skills like tone, pace, empathy, summarizing, etc. of staff which leads to better understanding of patient's problems.

Need assessment

It is a process of identifying needs or gaps between current situation and desired situation. Social care firms search the right strategy for improving communication and to achieve desired situation. In the end, they implement appropriate strategy for betterment of workers, pateints and firm as well.

Reactive method

It is a slow process in which top management orders to take appropriate action for changing environment of firm. They form such environment which motivate doctors and nurses to improve their body language, feel confident and self assured. Such environment also make patients feel comfortable and satisfied. This method also helps in diffusing aggression of workers.

1.4 Use of strategies to support users with specific communication needs

To satisfy needs and demands of users is health and social care firm's prime responsibility. The factors that plays important role in satisfying users is effective communication. Firm can use various strategies for fulfilling communication needs of users which are explained below:

Assistive Technology

This technology is umbrella term which includes those devices which helps disable people in effective communication. It consists of process for selecting, locating and using those adaptive and rehabilitative devices. These devices are for those patients who cannot see or hear properly. For visual impairments there are many tools and techniques like screen readers, Braille, desktop video magnifier, Braille embossers, and screen magnification software. The patients who are deaf or cannot hear properly it become difficult to communicate and perceive information for them. To solve these problems, there are various tools and techniques which can help them in proper hearing and communicating. These devices are hearing aids, assistive listening devices and amplified telephone equipments.

Translators

Hiring translators helps in proper exchange of ideas, thoughts and views. Patients belongs from different background due to which they have different culture and different languages. To communicate with them properly, health and social care organisations can hire translators who works as mediator between staff and patient. He encode and decode the messages for better communication between them. They translates messages in the language of patient and helps them in communication. They also try to building good relations among the staff members and patients. This relation leads to trust and loyalty which satisfy patients.

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Task 2

2.1 Explain how the communication process is influenced by values and cultural factors

The communication process of health and social care organisations has influenced by values and cultural factors in various ways. Both cultural and values are explained as below:

Cultural Factors

Health care firms have diverse patients having different religion, culture, language, ethnicity, etc. It is quiet difficult for staff members to communicate with them effectively. It is top priority of firm to fulfil the demands and needs of their patients. For example: If a patient belongs to Germany then staff members will face problem while communicating with him. This can leads to ineffective communication due to different languages. To solve this problem, firm need to hire a translator who works as a mediator between them. This helps better exchange of information.

Values

Staff members should have values and morale to maintain good working environment in health care firms. These values helps in building good and friendly relation with patients and other staff members. Different workers have different beliefs which create cultural diversity in organisation. Patients also have different belief as they belongs to different background. These diverse beliefs can impact communication between patient and doctor. To maintain the values, doctors and nurses can use words like Please, Thank you and Sorry. If a client grow a beard due to his religion then he should be respected and treated according to his religion and values. Food should be served as per the demand and religion of service user. This all things helps in maintaining effective communication.

2.2 Impact of legislation, charters and codes of practice on the communication process in HSC

In order to discuss the impact of legislation, charters and codes of practice on the communication process in health and social care in the given scenario, following points can be discussed:

In health and social care, different people from various social and cultural backgrounds interact with each other. These determinants such as race, religion, culture, social status, gender, etc. lead to favouritism among care workers in treating service users. In order to discard discriminatory practices in health and social care different laws, codes of practices and charters related to communication processes are formulated by the governing bodies. Acts such as Equality Act 2010, Sex Discrimination Act 1975, Human Rights Act 1998 and Data Protection Act 1998 are taken into consideration by the health and social care organizations of UK. These acts help organizations in aligning their organizational policies and practices in accordance with these acts to safeguard the rights service users. They also facilitate the communication processes to be effective in providing quality care services to patients. In addition to this, these acts helps in keeping the client data secured and protected. Maintaining confidentiality will help the patients in building the trust with care workers and encouraging healthy communication processes among them.

2.3 Effectiveness of organisational systems and policies in promoting good practice in communication

In order to promote good practices in communication in health and social care, the organizations need to follow the following points:

In the given scenario, the receptionist need to comprehend the concerns of the patient. The patient is comfortable in telling the reason of her dental surgery to only female doctor. Further she is having problem in English language. The receptionist need to understand these concerns and make efforts to resolve them. These can be done by:

  • Organizational management practices need to be client oriented. The patients issues can be effectively resolved by adopting a person centric approach.
  • Improving client data handling can ameliorate the communication processes between the patient and the care provider in the given case.
  • Regular interaction with care workers build patient's trust on them as they feel that there opinions and concerns are being valued by health providers.
  • In HSC it is very important to keep service user's data confidential in order to improve satisfaction levels of the patient in the given scenario.
  • Effective database management practices in healthcare organizations also help in easy retrieving of client data at the time of requirement. This helps in enhancing operation efficiency of the organization.

2.4 of improving the communication process in a health and social care setting

It is very important to improve the communication processes in the health and social care organization in the given scenario. Following ways can be applied to improve the communication processes in HSC:

  • Proper communication channels should be employed at the organization to communicate with care workers including dentists, receptionists and care assistants in the given scenario. This would help the care workers in following the organizational policies.
  • Effective communication processes help the dentists in assessing the care needs of the service users in the given case. On the basis of the need assessment, the care workers design the care plan for the patient.
  • Securing and protecting the client data helps in building the trust of patients in the care workers which can further encourage sound interaction between care professionals and service users.
  • Regular interaction with patients and their family members can improve the relationship among care workers and patients.
  • Care Organizations can ask for service users feedback to improve the quality of communication as well as health care services of the firm.
  • Frequent interactions with care workers help the management to solve their problems at work. Feasible solutions can be provided to staff by understanding different aspects o their work related issues.

Task 3

3.1 Accessment and use of ICT software packages to support work in health and social care

Information and communication technology (ICT) plays important role in managing and maintaining work of health and social care organisations. ICT software helps in collecting and storing the information. ICT is continuously influencing the performance of health and social care firms along with the career of their workers. This helps these firms in serving their clients properly and effectively. By using internet and appropriate enterprise resource software (ERP) social care can integrate there various divisions along with their working. By using presentation software, word processing and spreadsheets they can operate and manage information like patient's forms, worker's details, various prescriptions, etc. Databases are used by health care organisations to store there various details and information like information of patients like starting date of treatment, prescribed medicines, personal information, etc which reduce documentation. ERP systems also helps in monitoring performance of doctors by the help of their attendance, quality of treatment, effect of treatment on patient's health, etc. Use of appropriate database helps in optimum use of resources. For communicating with patient, social care organisations can use video conferencing. To communicate with those patients whom organisation is providing services at their home they can use video conferencing. By using e-mail and internet, staff of health care firm can transfer any important notice or message. E-mail leads to better communication at the time of working. They can use various facilities provided in emails like storing important messages, deleting unnecessary mails, etc. By using all these tools and techniques firm can manage work effectively and prevents wastage of time along with resources.

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3.2 Benefits of using ICT

Information and communication technology benefits health and social care firms, care workers and users in many ways. These benefits are explained below:

Security

Using appropriate ERP systems like SAP provides security to information stored in it. The access rights of these systems are to given to right member which prevent unauthorised access. Each member has his unique id and password which do not let others to access someone else's system. Security provided by these systems helps in maintaining privacy and confidentiality of firm. They also provide facility of information back up and recovery.

Speed of access

ICT provide facility of using word processing, database, presentation software, etc which increase speed of access. Everything is easily accessible and available on one click which makes the working easy and fast. Internet contain information about everything which makes information gathering process easy and accessible.

Data Sharing

By the use of ICT firm can exchange or share their information in effective manner. The workers can share information easily for collecting information related to the better treatment of patient. This allow staff members to compare the treatments of different health care organisations. This leads to find effective ways of preventing and treating illness . To guide local patients about any change in their health and instructing them time to time.

Patient Portal

By the use of patient portal, patients can interact with their doctors and social workers. They can access their personal health information from any place by using internet. They can get updates about improvement in their health, lab results, medicines, etc. Some portals allow patient's to exchange e-mails, to schedule any appointment, to update personal information, to download or upload any kind of required form, etc. This makes the communication process effective and easier.

3.3 Impact of legal considerations in the use of ICT on health and social care

UK Government has provided many legal considerations in the use of ICT that anyhow impacts on the working of social and health care firms. The various legal considerations are explained below with their impact:

Data Protection Act 1998

This law is for protecting personal information. This allow only identifiable living people to access the data. The law provide individuals to keep their information private. It prevents fundamental rights, freedom and right of privacy of people by protecting their information. This law consist of some issues like unauthorised access, reliability and accuracy of data, etc which impacts on the working of health care organisations. Unauthorised access to the system leads to loss of important and private information which can impact organisation very badly.

Access of Health Records Act 1990

As per this act of UK government, patients have right to access their medical records. Parents or guardian can apply for this on patient's behalf. Health professional of health care firms grant them access. For this patient have to submit application form in written to apply for accessing their records. The law impacts health care firms in various ways such as prevention of repetitive strain injuries, postural, visual fatigue, etc. It helps patients in understanding their illness more closely and also helps in managing all health records so that patient can access them in future whenever they require. The patients who are suffering from any kind of eye problem then it is difficult for them to access these records.

Conclusion

As per the study, it is concluded that for achieving desired targets with improved performance it is necessary to have proper communication among the staff members and patients. In health and social care organisations, communication leads to better understanding of patient's illness and problems which results to provide them effective and appropriate treatments. Doctors and nurses should posses communication skills so that they can satisfy their patients. For effective communication, firms can use information technology which helps in managing all information properly. ICT provides many benefits to the firms and employees working their which results to fast processing and easy maintenance. Communication and interpersonal skills in social work. Learning Matters.

References

  • Arnold, E. C., and Boggs, K. U., 2015. Interpersonal relationships: Professional communication skills for nurses. Elsevier Health Sciences.
  • Colucci, M., 2015. Communication technologies through an etymological lens: looking for a classification, reflections about health, medicine and care.Medicine, Health Care and Philosophy.
  • Covello, V. T., McCallum, D. B. and Pavlova, M. T., 2012. Effective risk communication: the role and responsibility of government and nongovernment organizations. Springer Science & Business Media.
  • Fernández-Muñiz, B., Montes-Peón, J. M. and Vázquez-Ordás, C. J., 2012. Safety climate in OHSAS 18001-certified organisations: Antecedents and consequences of safety behaviour. Accident Analysis & Prevention.
  • Gilman, I., 2013. Library Scholarly Communication Programs: Legal and Ethical Considerations. Elsevier.
 

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