Communicating in Health and Social Care

Contents
Introduction................................................................................................................ 3
Task-1......................................................................................................................... 3
1.1 Humanistic theory of communication in healthcare service.................................3
1.2 Person centered communication process in a health and social care service......4
1.3 Methods of dealing with inappropriate interpersonal communication in health
care and social services............................................................................................. 5
1.4 Strategies to support users of health and social care services.............................6
Task-2......................................................................................................................... 6
2.1 Communication process is influenced by values and cultural factors...................6
2.2 Legislation, charters and codes of practice impact on the communication
process in health and social care...............................................................................7
2.3 Organizational systems and policies promoting good practice in communication7
2.4 Ways of improving the communication process in a health and social care
setting........................................................................................................................ 8
3.1 Access and use standard ICT software packages to support work in health and
social care.................................................................................................................. 8
3.2 The benefits of using ICT in health and social care for users of services, care
workers and care organizations..................................................................................9
3.3 Legal considerations in the use of ICT impact on health and social care............10
Conclusion................................................................................................................ 10
References................................................................................................................ 11

Introduction
This assignment is all about the importance of effective communication in health and social care
services. As John is a young skilled health care assistant he has the ability to gain success in his
professional career. In this assignment ways of dealing with disabilities and relevant
requirements is described. For this special types of service cooperation from clients, their
relatives, society and the health care nurses are very much important. Verbal nonverbal languages
understanding by both parties are essential for a positive feedback. Use of ICT makes the
procedure easy now which breaks the wall of international boundary and also in some contexts
cultural barriers also. Modern technology helps to give life to disabled persons all credit goes to
the inventor who works for them. By removing conflicts among colleagues by sharing mutual
thoughts and experience is important for health assistants. Organizational rules, code of conduct
can play a significant role to reduce this conflict. Government laws should be congenial in terms
of disabilities by protecting their rights, special facilities and priorities. By following this they
will be turned into asset not burdensome.

Task-1
1.1 Humanistic theory of communication in healthcare service
As work in health care service effective communication is very much important. An effective
successful communication is both beneficial for the client, employee and authorities and overall
for the goodwill of the service providing agency. To work with the disable persons establish
communication between the healthcare assistant and the clients and also with the local
community. Disabled persons have communication problem they cant use the normal route of
communication. Special type of body language is required to establish communication with
them. As a skilled health supervisor John can improve communication systems among clients
local community and also create positive outlook for his colleague. By the help of humanistic
theory of communication John can undertake his responsibility. Humanistic theory is based on
person centered. It doesnt create a position that differentiate client and health worker; he who
health advisor acts as an friend of his client. This theory explains human being as capable of
symbolizing, perceiving the negative, transcending his environment by his inventions, ordering
his environment, striving for perfection, making choices, and self-reflecting. It explains that

human have the normal biological and psychological ability to speak with people, identifying
right and wrong, having enthusiasm to invent, ordering someone to do things and lastly have the
ability to represent himself to others. For health worker employees have proper formal plan to
deal with different client in accordance with their clients attitude thats why they need formal
training, educational background in this profession. To avoid conflict among colleagues they
need mutual respect and help each other to learn new things and communicate their problems so
that a friendly environment is crated that is essential for good performance of the worker, John
can share his thoughts as a result his colleagues feel positive about him. On the other hand client
is a human being experiencing a critical life situation. He or she has need of the services of the
health care which is in the focus of the nursing process. The client can also be seen to include
the support system of family, friends, and so on. To create social awareness in the society john
has to work hard toward disability. He makes to ensure that this people are the part of our
society. They are not burdensome. By providing proper instruction and care they can contribute
to our family and as a whole to our economy. And for Johns colleagues he needs to convince
them that they are here for delivering service not for making rough behave with the clients or
with their relatives, if they dont understand the body language of the disabled person they can
take help from john rather insulting John. Overall achieving success a positive feedback backed
communication is a must in health care service activities (Corcoran, N. 2007).

1.2 Person centered communication process in a health and social care

service
In person centered communication process it is defined in many ways. The common themes are
respect for clients whether he or she comes from what was the condition just teat him as a human
being. It also requires respecting their values, needs and preferences John just adopted this
qualities which are seen in his colleagues. Its something like partnership and collaboration with
the disabled and health service provider. As a young man aged 21 John have the courage to do
new things and want to find happiness from his work. An enthusiastic employee in health service
is well interactive with his patients while communicating with them. By the power of his
approaching body language he can try to make understand the client about his present conditions.

As he is a good listener obviously he has the endurance to understand others thoughts and
accordingly he provides suggestion to them; this is the main reason to his success in which was
absent in his colleagues. To work with disabled persons nonverbal having expertise knowledge in
nonverbal communication is one of the key factors of his successful career.

As he listen his

clients he can put preferences of them, their personal choice, such as food habit, drinks etc. He
contacts with the clients after service which was desired by clients. Young people have the
courage to influence people even they failed so many times. Thats why he was succeed in
convincing people of the society to make positive attitude towards disabilities and disabled
persons(Wikipedia,person-centered planning, 2013).

1.3 Methods of dealing with inappropriate interpersonal communication

in health care and social services
Yes it is very much difficult to work with disabled persons. An inappropriate interpersonal
communication system can easily ruined the client provider relationship that is also for the image
of the service providing firm. It may be arises from difficulty in communicating with parties if
the barrier is too strong. Other reasons are misappropriate use of language for example not
proper gesture for body language, incongruent messages, misinterpretation, breach of
confidential information, breach of trust, power abuse, threat and lastly invasion of privacy may
causes failure in the communication system. Among barriers persons having visual and hearing
problem can act as a barrier for effective communication. Health workers should be aware of that
matter and make special arrangements to deal with the people. Foreign language and cultural
differences can also hinder the effective communication process. People from different cultural
groups interpret non-verbal behavior in different ways and may have a different sense of humour.
This can lead to messages being misunderstood by, or making no sense to, the person on the
receiving end. Among them breach of trust and lack of communication is one of the major
concern in communication process in health care and social services. When in terms of
incongruent language that means language doesnt match between the doctor and patient help of
the third person is needed. When the patient comes from different country a sign language may
not match with the providing country (Communication in health and social care,2010).

1.4 Strategies to support users of health and social care services

Effective communication is a must to become successful in healthcare and social services. Some
of the important aspects are protecting the rights and promoting the interest of disabled persons,
strictly maintain confidentiality and establish trust for the purpose of building confidence among
users, protecting their rights and do behave accordingly thats why they dont get hurt and also be
careful about that their actions arent the causes harm others. Other two important aspects are
upholding public trust and confidence in social care services and be accountable for the quality
of their work and undertake the responsibility of improving and maintaining their knowledge and
skills. Use of modern technology can also be beneficial for clients and social workers. Mobile
phone can be use as providing doctors consulting services. An example of mobile services is
health information systems for HIV and AIDS services in Rwanda including TRACNet, a
mobile phone-based system that allows tracking the use of anti-AIDS drugs through text
messaging are widely regarded to have been improved by the introduction of data transfer via
mobile phones and personal data assistants. Health care staff can be benefitted from internet
based advices and training programme conducted by famous trainers. Use of data entry software
like ms word ,ms excel help to record data easily and transfer them easily to make decisions.
Hearing aids, audio visual technology also helps to make the communication effective (health
care knowledge, 2010).

Task-2

2.1 Communication process is influenced by values and cultural factors

Values refer to the beliefs that are shared by member of a culture about what is good or bad and
desirable or undesirable. Values have strong influence on ones behavior and attitude. On the

other hand culture is defined as the characteristics and knowledge of a particular group of people
defined by everything from language, religion, social habit, music etc. from the above definition
we can easily understand that in case of communicating with each other value and culture have
strong influence. In case of providing health care service some may belief in religious aspect
especially Muslim women. They might feel comfortable with female doctors or consultants
whatever called. In Europe there are lots of cultural varieties just because of living different
people from different country. In health care center Muslims require Halal Food and the people
from India may require vegetarian thats why care center needs proper planning to serve all
categories of customers. Islam beliefs justice in all classes of people and provides special
treatment to disable person. But in some African nation and other religion it has been believed
that disabled person as a curse for their family and society (Webb C, 1995).

2.2 Legislation, charters and codes of practice impact on the

communication process in health and social care
In UK the disability act 2010 defined as the disabled person aged above 6 years who cant bear
his her day to day activities. On the other hand a person is deemed to have a disability, and hence
to be a disabled person, for the purposes of the Act where that person is certified as blind,
severely sight impaired, sight impaired or partially sighted by a consultant ophthalmologist. For
health care and social services there must be some specific rules regarding standard of
communication among related groups.

For the workplace legislations the data protection act is very important to maintain the
secrecy of the patient. It is needed to maintain the secrecy about the overall information
about the patient treatment on according to the data protection act 1998.

On the basis of the equality act 2010 the patient has the right to choice, getting care
gently and also the health care is bound to protect the human rights in the case of
treatment.

The health care is ensured about the appropriate training of the stuff and the stuff should
be skilled before starting the service of care.

The health care should be use the software for record the informations about the patient
and only the certified stuff are permitted to cheek the informations for the treatment(UK
equality act 2010).

2.3 Organizational systems and policies promoting good practice in

communication
In social organization from the side of line managers there should be some specific systems and
policies regarding way of conducting or handling with clients and their relatives and raise
awareness among societies. Social workers must have to follow some principles that are

Treating each person as an individual

Respecting and promoting each persons views both service users and cares
Maintaining the dignity and privacy of the clients
Equal opportunity for users and cares
Respecting diversity and different cultures and values
Social workers should be trustworthy
Communicating straightforward and appropriate way
Being reliable and dependable
Promoting the independence of the service users and assisting them to understand and

exercise their rights.

Seeking assistance from employer if assigned job is difficult to understand.
Above key systems and policies may help practicing good communication system (Mc Cabe
2003).

2.4 Ways of improving the communication process in a health and social

care setting
Of course effective communication process in the health and social care setting is very important
as it provide the health care service provider the opportunity to undertake their activities
perfectly, make good relation with their colleagues and able to build supportive ties with service
users who come from different types of cultural backgrounds and religion. If the social workers
cant communicate properly with the disabilities are at risk just because of poor communication
systems that directly impact on their health. So emphasis on good communication system should
be taken into consideration through verbal and non verbal communication. There are lots of ways
such as one to one, formal, group, informal communication. Just need to give importance to the
person before you !(Kenworthy N., 2003).

3.1 Access and use standard ICT software packages to support work in
health and social care

Of course access to ICT software packages support the purpose establishing good
communication system in health and social care. ICTs are defined as tools that facilitate
communication and the processing and transmission of information by electronic means. This
definition encompasses the full range of ICTs, from radio and television to telephones (fixed and
mobile), computers and the Internet. Technical aids such as headphones as hearing aids, video
devices can be helpful in terms of disseminating and receiving messages. Websites such as social
website Facebook, twitter and other technology mobile phones as text messaging and emailing
can be fruitful in communication process. Information technology aids, such as Makaton and
Talking Mats, can be used to improve communication between clients and caseworkers (J.
Dubow, 2003).

3.2 The benefits of using ICT in health and social care for users of
services, care workers and care organizations
The benefits of ICT in health and social care facilities are
Improved dissemination of public health information and facilitated public discourse and
dialogue around major public health threats.
Enabled remote consultation, diagnosis and treatment through telemedicine.
Facilitated collaboration and cooperation among health workers, including sharing of
learning and training approaches.
Supported more effective health research and the dissemination and access to research
findings.
Strengthened the ability to monitor the incidence of public health threats and respond in a
more timely and effective manner.
Improved the efficiency of administrative systems in health care facilities (J. Dubow,
2003).

3.3 Legal considerations in the use of ICT impact on health and social
care
Although it has been accepted widely as ICT are the blessings of health and social care facility it
has some constraints also. Thats why to maintain it in a frame some legal considerations are put
in the use of ICT. In developing country like Bangladesh and India health care service through
mobile phone has a huge popularity. But the quality of services and the relevant charger against
services wasnt up to the mark. The government should impose rules regarding this. On the other
hand government imposed import tax on these aids which is costly for low earning persons and
also for small service providing agency. Sometimes qualities of the products are very poor.
Government regulation thats why so much important but it should be beneficial for the users and
providers. Experience of the internet does not encourage us to believe that the most trustworthy
individuals or institutions necessarily become the most popular or influential communicators.
Even leaving aside such concerns, there would also seem to be an inherent risk of biasing the

allocation of health resources towards the most high profile health conditions and advocates.
Those working on health systems have traditionally encouraged evidence-based planning and
priority setting in order to address both equity and efficiency concerns. A world in which
multiple disease-specific networks, possibly funded by international drug companies, use ICTs to
compete for the attention of governments, donor agencies and private enterprises, may
undermine that approach (community care, 2013).

Conclusion
From the overall discussions it has been clear that an effective communication is a must in all
aspects of social and health care services. From the beginning internal management among
workers for establishing good relations among colleagues and line managers and functions
dealing with clients, and society a good way of disseminating information or communication is
important. Languages might be different from person to person, authority to authority but clear
understanding is important here. Use of ICT makes it easy but proper control over ICT is needed
to minimize abuse of it. To change the outlook on disabilities importance social and health care
services is immense.

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