Unit 1 Communicating in Health and Social Care Organisations

Aim

The aim of this unit is to develop learners’ awareness of different forms of communication used in health and social care settings and its importance for effective service delivery.

Unit abstract

Learners will investigate the communication processes in health and social care settings considering the barriers to communication and ways to overcome these barriers. Learners will explore the process of communication and how effective communication can affect how individuals feel about themselves. In addition, communication systems within organisations will be critically examined and learners will gain an understanding of the legal frameworks surrounding the recording of information about people. Learners will gain an understanding of the use of information and communication technology as a tool in health and social care settings. Learners should note that any direct investigation of communication in health and social care placements or employment should be within the context of a job role. Due regard should be given to the confidentiality of information if used to support assessment evidence for this unit.

Learning outcomes

On successful completion of this unit a learner will:
1 Be able to explore how communication skills are used in health and social care
2 Understand how various factors influence the communication process in health and social care
3 Be able to explore the use of information and communication technology (ICT) in health and social care.

Indicative Content Unit 1 Communication in health and social care

1 Be able to explore how communication skills are used in health and social care

Relevant theories: humanistic, behaviourist, cognitive, psychoanalytical Techniques and purposes: techniques eg written, listening, verbal, non-verbal; purposes eg record keeping, giving information, challenging poor practice, educating, decision making, negotiating, advocacy, counselling, mentoring Inappropriate interpersonal communication: barriers to communication eg inappropriate language, incongruent messages, misinterpretation, breach of confidentiality, breach of trust, invasion of privacy, power, threat, abuse; influences on individuals eg self-concept, selfesteem, self-image, ideal self, prejudice, stereotyping, values and beliefs, stress Supporting specific communication needs: alternative language; language aids eg Braille, signing, Makaton; advocacy, interpretation, translation; environmental conditions, technological aids; processes for accessing additional support Maintaining confidentiality: privacy, confidentiality, disclosure, protection of individuals, rights and responsibilities

2 Understand how various factors influence the communication process in health and social care

Values and culture: factors eg beliefs, age, sex, sexuality, ethnicity, gender, education, social class Legislation, charters and codes of practice: national, European, United Nations (UN) as appropriate eg equality, diversity, discrimination, confidentiality and sharing information Organisational systems and policies: information, documents, systems, structures, procedures, practices Good practice: in accordance with practice and service standards, challenging discrimination, ethics, values, ensuring dignity and rights; data protection (recording, reporting, storage, security and sharing of information)

3 Be able to explore the use of information and communication technology (ICT) in health and social care

Standard ICT software: word-processing, spreadsheets, database, information retrieval, internet, intranet (if available), email, image software Benefits to users: meeting individual needs, administration of treatments, efficiency of administrative processes, accuracy of records, communication, maintaining independence Benefits to care workers and organisations: meeting needs of staff, business administration, efficiency, quality of service, meeting requirement of other agencies, accountability, audit Legal considerations: health and safety eg postural, visual, stress; data protection eg accuracy, security, relevance, up to date, confidentiality, consequences of breaking data protection legislation; access to records

LO1 Be able to explore how communication skills are used in health and social care

1.1 apply relevant theories of communication to health and social care contexts
1.2 use communication skills in a health and social care context
1.3 review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings
1.4 analyse the use of strategies to support users of health and social care services with specific communication needs

LO2 Understand how various factors influence the communication process in health and social care

2.1 explain how the communication process is influenced by values and cultural factors
2.2 explain how legislation, charters and codes of practice impact on the communication process in health and social care
2.3 analyse the effectiveness of organisational systems and policies in promoting good practice in communication
2.4 suggest ways of improving the communication process in a health and social care setting

LO3 Be able to explore the use of information and communication technology (ICT) in health and social care

3.1 access and use standard ICT software packages to support work in health and social care
3.2 analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations
3.3 analyse how legal considerations in the use of ICT impact on health and social care.

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