Assignment 301

Ai Identify four different reasons why people communicate. (SHC 31 1.1)

1. To be understood 2. To share information 3. To give instructions 4. To share feelings

Aii - Explain how effective communication can affect relationships in an adult social care setting between: (SHC 31 1.2)

A) Colleagues and other professionals - Communication between colleagues and other professionals can ensure all the aspects of care are carried out effectively. Having good communication can lead to full understanding and make for a happy and positive working atmosphere. It will also ensure the service user is getting all round care by communicating with other professionals such as the GP and district nurses.

B) Individuals using the service and their carers - Service users would feel safer and feel that they can trust the carer with any problem. Carers would communicate more which would lead to the user getting the correct care.

Aiii - Identify three ways of finding out the communication and language needs of an individual. For each method, describe how effective it is at establishing the needs of the individual. (SHC 31 2.1)

OBSERVATION - By observing someone closely you can find out which language should be used, or whether there is any disability or illness. If there is a learning disability or hearing or visual impairment then particular method or style of communication should apply for establishing effective communication.

PREVIOUS RECORDS - Previous records and case histories helps us to identify the individual’s particular illness or disability.

FAMILY/FRIENDS - Family, friends and colleagues who will have a great deal of information about a service user. They will have developed ways of dealing with communication over a long period of time.

Aiv Describe three factors to consider when promoting effective communication. (SHC 31 2.2)

DISABILITIES - such as hearing loss, impaired vision, mobility problems or speech impairment.

ENVIRONMENT - Ensure the lights, air, temperature, noise are in correct measure before establishing effective communication.

CULTURAL DIFFERENCES - Communication differences can result from differences in culture. In some cultures for example, children are not allowed to speak in front of adults and some kind of body gesture, eye contact, facial expression and touch are inappropriate.

Av Describe three verbal and three non-verbal communication methods and styles that a social care worker may use in an adult care setting. (SHC 31 2.3)

VERBAL

Telephone = to liaise with health professionals such as GPs, nurses, social workers and health care managers; ensuring we stick to the data protection act.
Face to face = Healthcare professionals would use face to face communication with GPs for prescriptions, or health quires as well as healthcare reviews. Face to face communication can also be with the service user themselves or/and their families; ensuring not to break confidentiality or data protection.
Interpreters = health care professionals increasingly encounter language barriers in communication with their service users due to the high number of languages used in the UK.

NON VERBAL

Written = with today's technology, a great amount of communication is done through email. There are also handwritten notes, letters, reports, forms and other documentation used by all healthcare professionals.
Picture board/card = A service user may be unable to verbally communicate for a number of reasons so a picture board/card can be used.
Makaton = Makaton is a method of communication using signs and symbols.

Avi Explain why it is important to respond to an individual’s reactions during communication. (SHC 31 2.4)

When you respond to someone, it shows that you are listening to them, which then shows that you understand what they are saying and are interpreting it correctly.

Avii Explain how an individual’s background can influence their communication methods.(SHC 31 3.1) Understanding a person’s background can help with communication. This does not just mean religions but also where someone was brought up. For example some woman do not speak in front of men out of the family so sending male care workers would not be appropriate as the user would not communicate.

Aviii Identify three examples of barriers to communication and explain how you could overcome each barrier.(SHC 31 3.2)

Physical Barrier: Identifying the preferred method of communication and using appropriate method to establish communication. e.g. - body language, gesture, touch, eye contact, facial expression, clear spoken language, makaton, minicom or type talk, writing, drawing and picture.

Language differences: Providing interpreter or translator service. Using makaton, body language, gesture, drawing and picture.

Cultural Differences: Checking individual’s record, speaking to a family member or friends or someone else who is from same culture or through the country’s cultural representative. Aix Describe two strategies that you could use to clarify misunderstandings. (SHC 31 3.4)

Adapt your message: Sometimes the message needs to be said or written in a different way. Perhaps the tone needs to change, or the message’s style. The language you have used might need to be simplified.

Make an apology: Sometimes it is important to take responsibility for a misunderstanding and say you are sorry. A sincere apology can help to restore confidence and allow for the relationship to continue building, on a firmer foundation.

Ax A social care worker wants to enable more effective communication with individuals using the service. Explain how they could access extra support or services that may be helpful. (SHC 31 3.5) Support is available via local authorities and services, such as the NHS and adult social services departments.

The Citizens Advice Bureau (CAB) is another source for advice and assistance on advocacy, translation and interpretation.

In addition there may be projects operating in local areas and these are likely to be advertised at a local library or community centre, or in a health centre.

Task B Case study

You are a social care worker and a service user, Hannah, tells you that she is unhappy taking her new medication as she thinks she does not need it and so she is throwing it away. You know from her care plan that Hannah does need to take the medication regularly and gets confused. Hannah begs you to keep this confidential and not tell anyone especially her daughter, who she sees regularly, as her daughter will be very angry. Bi How would you explain the term ‘confidentiality’ to Hannah? (SHC 31 4.1)

Whilst it is Hannah’s right to make decisions for herself and choose to take the medication or not, in this case from the information given it could be detrimental to her health and therefore I would explain to Hannah that the information given to me in confidence; through Hannah not taking her prescribed medication she may be at risk of harm and therefore I would need to pass the information on to my Manager to ensure her wellbeing is being addressed. It is Hannah’s choice who she shares information with and I would give her my assurance that the information would not be shared with her daughter unless she consented to it.

Bii Identify the range of people who may need to know about Hannah’s situation, and describe any tensions that may occur if the information is shared. (SHC 31 4.3)

The range of people that would need to share the information would be those directly with her care, healthcare professionals including her GP who can work with Hannah to help her understand the benefits of taking her medication. If the information was shared with the daughter this could cause upset and potential breakdown of the relationship. Hannah has the choice to inform her daughter or not.

Biii Describe ways to maintain confidentiality in day to day communication. (SHC 31 4.2)

Spoken information: Oral information can be transferred via face to face conversations, or over the phone. If a confidential matter needs to be discussed with a service user, family member, or with a colleague or visiting practitioner, make sure dissections are held in a private area where there will be no interruptions or you can be overheard.

Paper information: making sure the communication notes only contain facts. If there are any concerns for the service user go direct to the office and do not write it in the notes as they could be read by family/friends.

Electronic information: Computer files should be protected using passwords which are only shared with authorised individuals. Care must be taken to close private documents after use, to prevent individuals who are passing from catching sight of the screen.

Biv Explain when and how a social care worker should get advice about confidentiality.

Every organisation will have a policy on confidentiality and the disclosure of information. All staff will be given a copy during training and refreshers throughout their time in the company. If a social worker has questions, they can get advice from their handbook, team leaders or management.