Principles of communication in adult social care settings

Workbook one
Principles of communication in adult social care settings

1)
Sign language
Lip reading
Makaton
Braille
Technological aid
Human aid – interpreter – translator –signer
2)
They are hurt
They want food
They are tried
General interaction
They want a drink
3)
a) colleagues – the environment will be a pleasant and positive one to work within if colleagues communicate regularly therefore promoting team work. b) the service user- people usually feel satisfied when they communicate well with individuals. Good communication enables individuals needs to be met and for care. Individuals using the services confidence and independence will be created/enhanced between the individual and carer due to good communication and involving the individual.
c) other members of the multi disciplinary team – it is important for each individual to regard themselves as a member of a team, even though they do not usually work with each other. Sharing information and discussing progress on a regular basis, otherwise the partnership will not be supported.
4) by observing an individual’s reaction, you can ascertain if they are happy, satisfied, comfortable, sad, worried, agitated and many more. This tells you if everything is ok with the service you are providing and with the individual in general or if there might be a problem. As you get to know the individuals you support, you will know what their normal behaviour and reactions are. This means when their behaviour or reactions change or are different from normal you will be able to notice that there is a change and you can find out whether there is a problem that needs to be sorted.
It is important that care and support plans include written information about individuals normal behaviour so that people who don’t know them can more easily identify if something is wrong.
5) when you meet an individual for the first time, it is important to establish how you will communicate and how they and you would like to be addressed. A good way to start is to introduce yourself and explain why you are there using a few simple words. If the person clearly has use of their hands you might also offer a handshake greeting. You should know the persons name already and you should ask the person what they would like you to call them. You will be able to consider the individuals reactions while you are doing this and see how they respond to your question. This will start to give you an idea of how you will need to communicate. You should refer to the individuals care and/or support plans which should provide useful information about how to communicate with them.
It is absolutely essential that you find the best way to communicate so that you can understand the wishes and preferences of the individual as well as identifying if there is a problem wich could be something minor like wanting a different pair of shoes to something more serious like a safeguarding concern.
By using good communication skills you can support the individual to make choices about how you provide their care and support every time you work with them. This will make them feel valued and respected and in control of what happens to them.
6)
A. Sensory impairment –deafness
B. Culture – speaking a different language or poor English
C. Health issues- mental ill health like dementia
D. Background noise

a) sensory impairment- hearing loss is an invisible disability, so it can become a big communication barrier. Hearing impaied people have to concentrate very hard to pick up information in stages and written information. Aids that can help these people are hearing aids, sign language, lip reading, loop systems, interpreters. It is important to limit background noise to avoid distraction. You should always make sure they can see you clearly and particularly your face as they may be able to lip read. They may also use sign language which you may need to consider learning if you will be working together regularly.
b) culture- commonly used qestures can sometimes have different meanings in other cultures. Familiarise yourself with the cultures of those you are caring for so you are able to treat them with respect. In some cultures, men and womanare not allowed to speak to each other if they’re not known to each other and this could present difficulties when trying to provide care and support. A female may not want a male carer and a male may not want a female carer.
C) health issues- dementia – when supporting someone with dementia be aware that even basic forms of communication may be difficult for them to understand and interpret. Use short sentences, use names rather than he or she avoid open ended questions, used closed questions, for example rather than say “what would you like” say “would you like this or that”?.
d) the environment- consider the type of environment in which you are working is there lots of noise around you, can the noise be reduced or removed altogether. Are other people making too much noise and preventing you from communicating with an individual. In an individual’s home, you may find pets or other distractions like the television being on too loud. You should also make sure that people who have particular aids to help them communicate are using them for example hearing aids and glasses.
7) it is easy to assume that everything is ok and that people are happy if they do not challenge or question what is happening but this may well be because they have not heard or understand what is happening or they simply do not want to make a fuss. Sometimes a simple “thumbs up” will help to check everything is ok.
8)
Translating services- This service can help with changing the written text from one language to another.
Interpreting services- This service can help with converting spoken language to another language.
Speech and language services- This service can support people who have had a stroke and have problems with their speech.
Advocacy services- This service can support people who are unable to speak up for themselves. This service tries to understand the needs, wishes and preferences of people and will argue on their behalf.
9) Confidentiality is a very important right of all people. Confidentiality is vital when working with service users within the health and social care sector. It means keeping information about service users secure and private.
Workers should always ask a service user first if it is alright to let other people know information about them, e.g. the individual’s date of birth. The exception to this rule is that information can be passed on when others have a right and a need to know e.g. other care workers may need to know important issues about the person or other professionals involved with their care may need to be kept up to date with information for their ongoing care.
10)
Do not leave personal information in individuals you support unattended in public places.
Do not conduct conversations about the individuals you support including telephone conversations in a public place. Do not disclose information to anyone unless you are sure that they have a right to see information.
Do not name individuals you work with in front of people during training sessions when talking about examples.
11) There are situations whether information can be shared, for example, if it is requested for a court case, or if there is a threat to public safety or the police have requested information relating to a criminal investigation. You should always refer these requested to your supervisor/manager. Sometimes confidential information disclosed by a client may need to be passed onto others; if there is a risk of danger or harm to the client, or other people. If abuse is suspected or if there is suspected misconduct of a colleague in respect of care of a client (whistle blowing) you must inform the client why the information needs to be passed on to others and that it is your responsibility to do so.
12) if you are in a situation where you are unsure about how or if to maintain confidentiality, then you must discuss it with your manager. Every organisation will have policies on information sharing and confidentiality and you will be able to access advice to ensure that you are working within policy guidelines. Maintaining trust and relationships with people while taking care of their best interest or risks to other involves decisions you should not make alone you always need to discuss and think about these carefully, but these situation are rare. The general rule is always that peoples information is not shared with others without a very good reason.