Shc 31 3.3
SHC 31
Promote communication in health, social care or children’s and young peoples settings.
Outcome 1.
1) People communicate for many different reasons in many different ways. Communication can be both verbal and non verbal.
Non verbal communication is usually communicated through the process of sending and receiving workless (mostly visual) cues.
Examples of non verbal communication are: • Posture • Appearance • Hand movements • Eye movements • Facial expressions • Gestures
Verbal communication is simpler and come in forms of: • Writing • Oral
Communication can be used as a tool to influence others, communication can be used to bring out bring out changes in attitudes, motivate people and establish and maintain relationships. Communication is vital tool for seeking and …show more content…
providing information. Communication can be used to express emotions and is crucial in developing relationships, communication allows ideas to be conveyed clearly.
2) Communication is vital within the workplace, an organisation such as a workplace can consist of many different individuals from all different parts of society. This is where communication is crucial so that relevant information can be cascaded t relevant members of staff. By having effective communication within the workplace enables and ensures that all the organizational objectives are achieved.
The following can influence communication. • Method of communication • Content • Frequency • Skills
Taking the right a[approach to the above pointers will make for effective communication not just in a workplace but in the day-to-day life. If the right approach isn’t taken the communication can be misinterpreted and can cause upset and anger.
Outcome 2.
1) When dealing with an individual it is highly important to find out about an individuals communication needs, wishes and preferences. When dealing with a new individual there are a few ways in which i could find out the needs, wishes and preferences. Such as: • By speaking to the patient- normally this would be efficient in assessing the patient and how they communicate as you soon identify any problems an individual has eg: sight, hearing, mentality. • Ask any family or Staff members- if family members or staff are available they can inform me of any problems the individual has or ways in which they have found aids communication with them eg: pen and paper, signs. • Communication between staff- If difficulties, pretences or wishes were identified then it is important that other members of staff are informed of these relevant issue to help with continuity of care. • Check medical records- sometimes things such as hearing, sight and mentality issues may be documented on a patients medical records.
2) There are many factors that affect communication. They are:
• Sensory deprivation – when someone cannot receive or pass on information because they have an impairment to one or more of their senses, most commonly a visual or a hearing disability.
• Foreign language – when someone speaks a different language or uses sign language, they may not be able to make any sense of information they are being given by someone trying to help them if that person does not speak their language.
• Jargon – when a service provider uses technical language the service user may not understand. For example, the doctor may say that a patient needs bloods and an MRI scan. That can sound very frightening to someone who has been rushed into hospital. It is better if the doctor explains that they need to take some blood to do some simple tests and then explains what a MRI scan is.
Understanding the facts can make something seem less scary.
•Slang – when a service user uses language that not everyone uses, such as saying they have a problem with their waterworks. This can mean their plumbing system but also means a problem going to the toilet. Sometimes it may be appropriate to use slang with your peers but in normal working with colleagues or service users you should avoid using any language that can be misunderstood or misinterpreted or that might cause offence. Staff should only use approved abbreviations so that there is no misunderstanding.
• Cultural differences – when the same thing means different things in two cultures, communication can be difficult. For example, it is seen as polite and respectful to make eye contact when speaking to someone in Western culture but in other cultures, for example in East Asia, it can be seen as rude and defiant. You will learn more about this in Unit 6 Cultural diversity in health and social care.
• Distress – when someone is distressed, they might find it hard to communicate. They may not listen properly and so misinterpret or not understand what is being said. They might also be tearful or have difficulty speaking. See also emotional difficulties.
•Emotional difficulties – we all have emotional difficulties at times and become upset. You might have split up with your boyfriend or girlfriend or had an argument with someone or you may have had some bad news. The effect can be to not hear or understand what people are saying to you. This can lead to misunderstandings.
• Health issues – when you are feeling ill, you may not be able to communicate as effectively as when you are feeling well. This can affect your colleagues and service users. Similarly, people who are being cared for in hospital because of an illness may not be able to communicate in their normal way. Some long-term (chronic) illnesses such as Parkinson’s disease or Multiple Sclerosis also affect an individual’s ability to communicate and you need to be aware of this if you are working with these people. See also distress and disability.
• Environmental problems – when communication is affected by the environment that people find themselves in. For example, someone who does not see very well will struggle to read written information in a dimly lit room. A person who is in a wheelchair may find it impossible to communicate with the receptionist at the dentist’s if the desk is too high and above the wheelchair user’s head.
3) Methods to help meet individual needs: • The individual’s preferred spoken language. • The use of; signs, Symbols, Pictures, Writing. • Objects of reference- refers to the method and rationale for using symbols, rather than their distinctive properties. • Communication passports- Learning materials in accessible, alternative formats, for people who have difficulty reading ordinary printed books. • Human and technological aids to communication- Technological aids are a form of communication and also are used to help aid communication. Technological aids are there to help people who have disabilities or who need help,due to their disability. Examples of these are; voice synthesizers, hearing aid.
4) A response during communication is needed for communication to take place. If someone is talking to you and you are not responding, it is difficult for communication to take place. When you respond to someone, it shows that you are listening to them, which then shows that you understand what they are saying. However, the response doesn’t need to be verbal. A simple nod can even be considered communicating, as long as both participants are aware of each other and understand what is being put forth. Sometimes when communicating with individuals there reactions may consist of many emotions for example; • Happy- Feeling or showing pleasure or contentment. • Sad- Feeling or showing sorrow; unhappy. • Anger- A strong feeling of annoyance, displeasure, or hostility. • Scared- Fearful; frightened. • Tender- Showing gentleness and concern or sympathy. • Excited- Very enthusiastic and eager.
Many of these reactions can be dealt with ‘normal’ behaviour and responses, though sometimes you will need to take a different approach such as conflict resolution.
Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflicts.
Outcome 3.
1) People from different backgrounds may use/or interpret communication methods in different ways by expressing how they feel, for example Italians are traditionally very verbal when they use speech they use their hands to gesture to make their points. Indian people are quiet and reverent they don’t use gestures like Italians.
People who suffer from Dementia also suffer with communication methods good clear communication skills are essential because confusion has profound effects on a sufferers ability to communicate. Confidence also effects how people from different backgrounds communicate for example one individual might be quite and reserved and another can be enthusiastic and bubbly, this will affect the way each communicates and responds to communication. Confidence can be knocked down in seconds by a thoughtless or unkind response.
2) Covered in outcome 2.2
3) Strategies used to clarify when communication has been misunderstood; • Try to explain yourself calmly by going through things again as this may be enough to get across to the other person. • Ask someone to mediate. • Go away and come back a little later when everyone calms down. • Use simpler terms a as they may not understand e.g medical jargon.
4) There are many services available to to help support or assist individuals to be able to communicate effectively; • RNIB- The Royal National Institute of Blind People (RNIB) is a UK charity offering information, support and advice to almost two million people in the UK with sight loss. The Royal National Institute of Blind People (RNIB) was founded by Thomas Rhodes Armitage successful doctor who suffered from eyesight problems, RNIB’s vision is of a world in which blind and partially sighted people enjoy the same rights, freedom, responsibilities and quality of life as people who are fully sighted. RNIB’s mission is to challenge blindness by empowering people who are blind or partially sighted, removing the barriers they face and helping to prevent blindness
• RNID- Action on Hearing Loss, previously known as The Royal National Institute for Deaf People (RNID) is a charitable organization working on behalf of the UK’s 9 million people who are deaf or have hearing loss. The Royal National Institute for Deaf People was founded as the National Bureau for Promoting the General Welfare of the Deaf in 1911 by Leo Bonn, a deaf merchant banker. Action on Hearing Loss has achieved a high profile for its work in lobbying and working with the UK government on modernisation of the UK’s audiology services. This has resulted in the introduction of superior digital hearing aids free of charge via the NHS. Action on Hearing Loss has also emerged as a major player in technology research and development, in particular through its work in the area of product development.
• Interpreter services- The NHS have an interpreter service, how to access interpreter line; http://www.nhsdirect.nhs.uk/en/About/CallingNHSDirect/InterpreterService
Or Call NHS Direct on 0845 4647. • Staff- staff may speak a different language, be able to sign all assisting with being able to communicate with an individual.
Outcome 4.
1) Confidentiality is a set of rules or a promise that limits access or places restrictions on certain types of information. A duty of confidence arises when one person discloses information to another in circumstances where it is reasonable to expect that the information will be held in confidence.
This duty of confidence is derived from: • Common law – the decisions of the Courts • Statute law which is passed by Parliament.
2) Confidentiality is a fundamental part of a professional practice that protects human rights and is used in every day to day basis when at work. Ways in which I maintain confidentiality at work; • Make sure paperwork isn’t left lying around with personal information on. • That records are kept private for example medical records are not left open for other people to see. • That I remove my smart card before leaving a room that way others cannot access individuals medical records. • Make sure conversations are kept private, make sure confidential information is not discussed in public areas for example at the front desk or in the Observations Bay.
I make sure I adder to all policy’s and procedures regarding confidentiality, these can be found on intracdoc a site used frequently within our company.
Also we have a confidentiality clause within our contracts.
3) There are occasions when confidentiality will need to be breached this may cause tension and conflicts. Though this is a necessity if you have any concerns. Reasons for breaching confidentiality; • Safeguarding Children is a multi-stranded identifying concept that reaches beyond basic child protection to incorporate the additional aims of preventing the impairment of children’s health and development, ensuring children are growing up in circumstances consistent with the provision of safe and effective care, as well as protecting children from maltreatment.
A peadiatric leiason form is completed for the following issues: ← Burns on all children under the age of 17yrs. ← Head injuries under 2yrs. ← Fractures under 2yrs.
And reported to young persons services.The parents will be informed that this has happened and may become very distressed and angry. Some parents may leave and take the child if this happens the police will be
informed. • Adult Safeguarding, is a UK government publication from the Department of Health which provide guidance on developing and implementing multi-agency policies and procedures to protect adults “at risk” from harm abuse (Adult Protection).
Safe guarding adults is crucial in the care of the Elderly, Demented and Disabled. Issues that are flagged up during safeguarding; ← Wounds, where they are on the individual? What is the reason for the wound? ← Frequent ‘falls’ why are these happening? Is the patient falling? ← relationships, is it appropriate? Why is someone is uncomfortable around someone?
All safeguarding issues will be reported to The adult care team.
Sometimes the conflict may not just be between the public but also among colleagues. You may feel that a colleague has done something unprofessional or that is improper. We are duty bound to report issues that may concern us, there is a whistle blowing policy in place for this reason found on intradoc site.
Whistle blower is a person who tells the public or someone in authority about alleged dishonest or illegal activities (misconduct) occurring in a government department or private company or organization. The alleged misconduct may be classified in many ways; for example, a violation of a law, rule, regulation and/or a direct threat to the public interest, such as fraud, health/safety violations, and corruption. Whistleblowers may make their allegations internally (for example, to other people within the accused organization) or externally (to regulators, law enforcement agencies, to the media or to groups concerned with the issues)
Other Conflicts that may occur is consent regarding underage emergency contraception, for example a parent may bring a child in for this or even be unaware they have asked for this. when this occurs we follow the Fraser guidelines and Gillick competence. • Gillick competence is a term originating in England is used in medical law to decide whether a child (16 years or younger) is able to consent to his or her own medical treatment, without the need for parental permission or knowledge. • Fraser Guidelines
It is lawful for doctors to provide contraceptive advice and treatment without parental consent providing certain criteria is met. These criteria, known as the Fraser Guidelines, were laid down by Lord Fraser in the House of Lords’ case and require the professional to be satisfied that:
• the young person will understand the professional’s advice; • the young person cannot be persuaded to inform their parents; • the young person is likely to begin, or to continue having, sexual intercourse with or without contraceptive treatment; • unless the young person receives contraceptive treatment, their physical or mental health, or both, are likely to suffer; • the young person’s best interests require them to receive contraceptive advice or treatment with or without parental consent.
Promote communication in health, social care or children’s and young peoples settings.
Outcome 1.
1) People communicate for many different reasons in many different ways. Communication can be both verbal and non verbal.
Non verbal communication is usually communicated through the process of sending and receiving workless (mostly visual) cues.
Examples of non verbal communication are: • Posture • Appearance • Hand movements • Eye movements • Facial expressions • Gestures
Verbal communication is simpler and come in forms of: • Writing • Oral
Communication can be used as a tool to influence others, communication can be used to bring out bring out changes in attitudes, motivate people and establish and maintain relationships. Communication is vital tool for seeking and …show more content…
providing information. Communication can be used to express emotions and is crucial in developing relationships, communication allows ideas to be conveyed clearly.
2) Communication is vital within the workplace, an organisation such as a workplace can consist of many different individuals from all different parts of society. This is where communication is crucial so that relevant information can be cascaded t relevant members of staff. By having effective communication within the workplace enables and ensures that all the organizational objectives are achieved.
The following can influence communication. • Method of communication • Content • Frequency • Skills
Taking the right a[approach to the above pointers will make for effective communication not just in a workplace but in the day-to-day life. If the right approach isn’t taken the communication can be misinterpreted and can cause upset and anger.
Outcome 2.
1) When dealing with an individual it is highly important to find out about an individuals communication needs, wishes and preferences. When dealing with a new individual there are a few ways in which i could find out the needs, wishes and preferences. Such as: • By speaking to the patient- normally this would be efficient in assessing the patient and how they communicate as you soon identify any problems an individual has eg: sight, hearing, mentality. • Ask any family or Staff members- if family members or staff are available they can inform me of any problems the individual has or ways in which they have found aids communication with them eg: pen and paper, signs. • Communication between staff- If difficulties, pretences or wishes were identified then it is important that other members of staff are informed of these relevant issue to help with continuity of care. • Check medical records- sometimes things such as hearing, sight and mentality issues may be documented on a patients medical records.
2) There are many factors that affect communication. They are:
• Sensory deprivation – when someone cannot receive or pass on information because they have an impairment to one or more of their senses, most commonly a visual or a hearing disability.
• Foreign language – when someone speaks a different language or uses sign language, they may not be able to make any sense of information they are being given by someone trying to help them if that person does not speak their language.
• Jargon – when a service provider uses technical language the service user may not understand. For example, the doctor may say that a patient needs bloods and an MRI scan. That can sound very frightening to someone who has been rushed into hospital. It is better if the doctor explains that they need to take some blood to do some simple tests and then explains what a MRI scan is.
Understanding the facts can make something seem less scary.
•Slang – when a service user uses language that not everyone uses, such as saying they have a problem with their waterworks. This can mean their plumbing system but also means a problem going to the toilet. Sometimes it may be appropriate to use slang with your peers but in normal working with colleagues or service users you should avoid using any language that can be misunderstood or misinterpreted or that might cause offence. Staff should only use approved abbreviations so that there is no misunderstanding.
• Cultural differences – when the same thing means different things in two cultures, communication can be difficult. For example, it is seen as polite and respectful to make eye contact when speaking to someone in Western culture but in other cultures, for example in East Asia, it can be seen as rude and defiant. You will learn more about this in Unit 6 Cultural diversity in health and social care.
• Distress – when someone is distressed, they might find it hard to communicate. They may not listen properly and so misinterpret or not understand what is being said. They might also be tearful or have difficulty speaking. See also emotional difficulties.
•Emotional difficulties – we all have emotional difficulties at times and become upset. You might have split up with your boyfriend or girlfriend or had an argument with someone or you may have had some bad news. The effect can be to not hear or understand what people are saying to you. This can lead to misunderstandings.
• Health issues – when you are feeling ill, you may not be able to communicate as effectively as when you are feeling well. This can affect your colleagues and service users. Similarly, people who are being cared for in hospital because of an illness may not be able to communicate in their normal way. Some long-term (chronic) illnesses such as Parkinson’s disease or Multiple Sclerosis also affect an individual’s ability to communicate and you need to be aware of this if you are working with these people. See also distress and disability.
• Environmental problems – when communication is affected by the environment that people find themselves in. For example, someone who does not see very well will struggle to read written information in a dimly lit room. A person who is in a wheelchair may find it impossible to communicate with the receptionist at the dentist’s if the desk is too high and above the wheelchair user’s head.
3) Methods to help meet individual needs: • The individual’s preferred spoken language. • The use of; signs, Symbols, Pictures, Writing. • Objects of reference- refers to the method and rationale for using symbols, rather than their distinctive properties. • Communication passports- Learning materials in accessible, alternative formats, for people who have difficulty reading ordinary printed books. • Human and technological aids to communication- Technological aids are a form of communication and also are used to help aid communication. Technological aids are there to help people who have disabilities or who need help,due to their disability. Examples of these are; voice synthesizers, hearing aid.
4) A response during communication is needed for communication to take place. If someone is talking to you and you are not responding, it is difficult for communication to take place. When you respond to someone, it shows that you are listening to them, which then shows that you understand what they are saying. However, the response doesn’t need to be verbal. A simple nod can even be considered communicating, as long as both participants are aware of each other and understand what is being put forth. Sometimes when communicating with individuals there reactions may consist of many emotions for example; • Happy- Feeling or showing pleasure or contentment. • Sad- Feeling or showing sorrow; unhappy. • Anger- A strong feeling of annoyance, displeasure, or hostility. • Scared- Fearful; frightened. • Tender- Showing gentleness and concern or sympathy. • Excited- Very enthusiastic and eager.
Many of these reactions can be dealt with ‘normal’ behaviour and responses, though sometimes you will need to take a different approach such as conflict resolution.
Conflict resolution is conceptualised as the methods and processes involved in facilitating the peaceful ending of conflicts.
Outcome 3.
1) People from different backgrounds may use/or interpret communication methods in different ways by expressing how they feel, for example Italians are traditionally very verbal when they use speech they use their hands to gesture to make their points. Indian people are quiet and reverent they don’t use gestures like Italians.
People who suffer from Dementia also suffer with communication methods good clear communication skills are essential because confusion has profound effects on a sufferers ability to communicate. Confidence also effects how people from different backgrounds communicate for example one individual might be quite and reserved and another can be enthusiastic and bubbly, this will affect the way each communicates and responds to communication. Confidence can be knocked down in seconds by a thoughtless or unkind response.
2) Covered in outcome 2.2
3) Strategies used to clarify when communication has been misunderstood; • Try to explain yourself calmly by going through things again as this may be enough to get across to the other person. • Ask someone to mediate. • Go away and come back a little later when everyone calms down. • Use simpler terms a as they may not understand e.g medical jargon.
4) There are many services available to to help support or assist individuals to be able to communicate effectively; • RNIB- The Royal National Institute of Blind People (RNIB) is a UK charity offering information, support and advice to almost two million people in the UK with sight loss. The Royal National Institute of Blind People (RNIB) was founded by Thomas Rhodes Armitage successful doctor who suffered from eyesight problems, RNIB’s vision is of a world in which blind and partially sighted people enjoy the same rights, freedom, responsibilities and quality of life as people who are fully sighted. RNIB’s mission is to challenge blindness by empowering people who are blind or partially sighted, removing the barriers they face and helping to prevent blindness
• RNID- Action on Hearing Loss, previously known as The Royal National Institute for Deaf People (RNID) is a charitable organization working on behalf of the UK’s 9 million people who are deaf or have hearing loss. The Royal National Institute for Deaf People was founded as the National Bureau for Promoting the General Welfare of the Deaf in 1911 by Leo Bonn, a deaf merchant banker. Action on Hearing Loss has achieved a high profile for its work in lobbying and working with the UK government on modernisation of the UK’s audiology services. This has resulted in the introduction of superior digital hearing aids free of charge via the NHS. Action on Hearing Loss has also emerged as a major player in technology research and development, in particular through its work in the area of product development.
• Interpreter services- The NHS have an interpreter service, how to access interpreter line; http://www.nhsdirect.nhs.uk/en/About/CallingNHSDirect/InterpreterService
Or Call NHS Direct on 0845 4647. • Staff- staff may speak a different language, be able to sign all assisting with being able to communicate with an individual.
Outcome 4.
1) Confidentiality is a set of rules or a promise that limits access or places restrictions on certain types of information. A duty of confidence arises when one person discloses information to another in circumstances where it is reasonable to expect that the information will be held in confidence.
This duty of confidence is derived from: • Common law – the decisions of the Courts • Statute law which is passed by Parliament.
2) Confidentiality is a fundamental part of a professional practice that protects human rights and is used in every day to day basis when at work. Ways in which I maintain confidentiality at work; • Make sure paperwork isn’t left lying around with personal information on. • That records are kept private for example medical records are not left open for other people to see. • That I remove my smart card before leaving a room that way others cannot access individuals medical records. • Make sure conversations are kept private, make sure confidential information is not discussed in public areas for example at the front desk or in the Observations Bay.
I make sure I adder to all policy’s and procedures regarding confidentiality, these can be found on intracdoc a site used frequently within our company.
Also we have a confidentiality clause within our contracts.
3) There are occasions when confidentiality will need to be breached this may cause tension and conflicts. Though this is a necessity if you have any concerns. Reasons for breaching confidentiality; • Safeguarding Children is a multi-stranded identifying concept that reaches beyond basic child protection to incorporate the additional aims of preventing the impairment of children’s health and development, ensuring children are growing up in circumstances consistent with the provision of safe and effective care, as well as protecting children from maltreatment.
A peadiatric leiason form is completed for the following issues: ← Burns on all children under the age of 17yrs. ← Head injuries under 2yrs. ← Fractures under 2yrs.
And reported to young persons services.The parents will be informed that this has happened and may become very distressed and angry. Some parents may leave and take the child if this happens the police will be
informed. • Adult Safeguarding, is a UK government publication from the Department of Health which provide guidance on developing and implementing multi-agency policies and procedures to protect adults “at risk” from harm abuse (Adult Protection).
Safe guarding adults is crucial in the care of the Elderly, Demented and Disabled. Issues that are flagged up during safeguarding; ← Wounds, where they are on the individual? What is the reason for the wound? ← Frequent ‘falls’ why are these happening? Is the patient falling? ← relationships, is it appropriate? Why is someone is uncomfortable around someone?
All safeguarding issues will be reported to The adult care team.
Sometimes the conflict may not just be between the public but also among colleagues. You may feel that a colleague has done something unprofessional or that is improper. We are duty bound to report issues that may concern us, there is a whistle blowing policy in place for this reason found on intradoc site.
Whistle blower is a person who tells the public or someone in authority about alleged dishonest or illegal activities (misconduct) occurring in a government department or private company or organization. The alleged misconduct may be classified in many ways; for example, a violation of a law, rule, regulation and/or a direct threat to the public interest, such as fraud, health/safety violations, and corruption. Whistleblowers may make their allegations internally (for example, to other people within the accused organization) or externally (to regulators, law enforcement agencies, to the media or to groups concerned with the issues)
Other Conflicts that may occur is consent regarding underage emergency contraception, for example a parent may bring a child in for this or even be unaware they have asked for this. when this occurs we follow the Fraser guidelines and Gillick competence. • Gillick competence is a term originating in England is used in medical law to decide whether a child (16 years or younger) is able to consent to his or her own medical treatment, without the need for parental permission or knowledge. • Fraser Guidelines
It is lawful for doctors to provide contraceptive advice and treatment without parental consent providing certain criteria is met. These criteria, known as the Fraser Guidelines, were laid down by Lord Fraser in the House of Lords’ case and require the professional to be satisfied that:
• the young person will understand the professional’s advice; • the young person cannot be persuaded to inform their parents; • the young person is likely to begin, or to continue having, sexual intercourse with or without contraceptive treatment; • unless the young person receives contraceptive treatment, their physical or mental health, or both, are likely to suffer; • the young person’s best interests require them to receive contraceptive advice or treatment with or without parental consent.