Unit 501 Use And Develop Systems That Promote Communication
Level 5 Diploma in Leadership for Health & Social Care Services (Adults’ Advanced Practice)
UNIT 501 – Use and develop systems that promote communication (SHC51)
1.1 Review the range of groups and individuals whose communication needs must be addressed in own job role.
Service Users who have barriers to communication need support to allow them to express themselves effectively, not only at the service, but out in the community also. As a senior / line manager, It is important for me to be aware of the Service Users individual preferred methods of communication and to support the Service Users to use this method. Service Users at Beudygwyn have the right to use any means and ways of communicating with others and their choice should be fully respected by our all of the staff that support them day to day.
Communication is a basic human right, …show more content…
whether you have a disability or not. Without communication the Service Users are unable to realise or voice their rights. Under the Human Rights Act 1998 all individuals have the right to ‘freedom of expression’. If unable to communicate, then our Service Users would be denied these rights.
At Beudygwyn, we work with Service Users who have learning difficulties that vary. We have Service Users who are Down Syndrome, have dementia, Autism, Physical Disabilities, Cerebral Palsy and Mental Health problems.
Learning Disabilities
Up to 90% of people who have learning disabilities have some form of specific communication need. Many people who have a learning disability have no identified cause of their communication difficulties. People with learning disabilities can be affected mildly, moderately or severely. Four out of five people with severe learning difficulties have no effective verbal speech.
Downs Syndrome
Down’s syndrome is a chromosomal disorder where the foetus is developed with an extra chromosome at pair 21. 75% of people with Down ’s syndrome have difficulties with their hearing. Combine this with a learning disability and these people have an increased difficulty with communication. People with Down’s syndrome can have difficulty in forming words and speech sounds, resulting in their speech being difficult to understand.
Autism
People with Autism have communication disorders which can make it very difficult for the person to be able to communicate and interact with their surroundings. For example:
Echolalia (repeating words spoken to them without knowing or understanding the meaning) use of phrases out of context, misreading others’ non-verbal cues.
A lack of eye contact, a difficulty initiating and sustain interactions due to limited concentration span.
Mental Health Problems
A mental health problem is one that effects how the person relates to the environment they live in due to changes within the brain caused by injury, infection, age or substance abuse.
Physical Disability
When the physical disability affects the person’s facial muscles or vocal cords their verbal communication can be affected. If it affects their bodily movement or head control it can affect their non-verbal communication. For example: their body language.
Dementia
The most common mental health problem within older people is dementia. Dementia is a progressive disorder that can affect the person’s short, and sometimes long-term memory. It also affects the person’s recognition of people or things, speech, understanding, concentration, orientation and motivation.
1.2 Explain how to support effective communication within own job role
As a senior / line manager, it is my responsibility for establishing the communication needs of the Service Users at Beudygwyn Farm. I need to provide appropriate support and ensure that any equipment and materials they may need to communicate is available. My role is to empower the Service Users rights.
Before I can give any kind of support to the Service Users and staff at Beudygwyn Farm, the Service Users ability, needs and preferences should be considered and taken into account. When a Service User is referred to Beudygwyn, and enters our care, they will have all their needs and preferences assessed and a base line regarding their communication abilities and then methods will be put in place. These will usually be documented on a Support and Risk Plan document we use, and this will be placed in the Service Users’ working and information file for all staff to fully read and sign. I will establish a baseline by observing the ways the Service User communicates and the method they use. Service Users have the right to communicate through their chosen method and their choice should be acknowledged and respected by all the staff at Beudygwyn Farm.
During an initial assessment a Service Users ability and communication and any changes are recognised during either a 3 monthly or 6 monthly review and shared with our team to ensure the Service Users needs are fully met.
To enable that I get the full support and to ensure I get the best out of the Service Users communication abilities, I would liaise with the following people, and invite them along to his/her review:
Family and Friends
Speech Therapists
Psychologists
Psychiatrists
Occupational Therapist
Support Staff / Key Workers
Care Managers
LD Nurses
Effective communication improves the quality of life of people. It is essential that efforts are made to enhance communication, make time to listen and to understand. In my role at Beudygwyn Farm I must ensure that best practice which includes ensuring that:
Staffs are fully aware of the different communication needs of different Service Users, including taking account of any hearing or visual problems or where Welsh is their first language.
Staffs are trained to understand the importance of verbal and non-verbal communication and barriers to effective communication.
A multi-disciplinary approach is used to implement communication strategies
Staff are able to access specialist advice and information
Advocacy services are used
Here at Beudygwyn Farm, we use many different strategies to help our Service Users communicate effectively. Upon taking on new members of staff, I will ensure that training for relevant communication methods are implemented as part of their induction.
The most common communication aids we use at Beudygwyn are Makaton and PECS (Picture Exchange Communication System).
1.3 Analyse the barriers and challenges to communicate within own job role
Communication is a fundamental relationship-building skill in the workplace.
If staff don’t communicate well they limit their ability to connect on any meaningful level and at the extreme, could create conflict.
It’s very important that I show respect to people I work with as they will have expectations of how I should communicate with others. The general social care council’s code of practice states that communications should be conducted in an appropriate, open, accurate, and straight forward way. By communicating in this manner, others will have trust and confidence in me and my abilities.
There are many barriers to communication. Anything that may obstruct any form of communication is a barrier. The first barriers that we need to identify are those that we could be creating. We need to ensure that we aren’t making it difficult for anyone to understand what we are saying at work; therefore we need to do everything possible to assist communication. We can do this by avoiding professional jargon and terminology.
Physical
barriers
These are due to the nature of the environment where we are trying to communicate. It could be that there are distractions or noise, l such as having the TV on in the background. An inappropriate temperature, making the room too hot or too cold. Is the room light enough? Am I positioned so that I am close enough to be heard but not invading personal space?
Psychological barriers
This could include hearing or sight difficulties.
Personal problems and worries can lead to lack of concentration, memory loss (dementia)
Language difference
This could be due to the choice of words used. Other linguistic abilities may differ from my own, leading to poor explanations and misunderstandings. Most of our Service Users are English, however we do have one or two Service Users who are bilingual, and speak welsh as their first language. We need to ensure that there aren’t any communication barriers when interacting with those Service Users.
2.1 Monitor the effectiveness of communication systems and practices.
In order to establish the effectiveness of communication systems and practices I will first need to establish a baseline of each service user’s communication skills and the method they may use. I would establish this during the initial assessment. This needs to be recorded in detail and discussed with other member of staff in Beudygwyn Farm to see whether they agree with the assessment. This information together with the communication method the service user prefers and any aids which they use to support their communication will then be written into the individuals care plan so that any changes to the base line can be monitored. In order to monitor the effectiveness of the care plan regular reviews need to take place in order to check for improvements in the service users communication skills. For any monitoring to be effective it is important that our feedback system in place is efficient and that staff and service users at Beudygwyn are allowed to contribute in the monitoring process. Everyone should be aware that their observations, feedback and comments are important. As part of the management team, my role is to collate all the information and update the service users care plan to take into account any monitored changes.
2.2 Evaluate the effectiveness of existing communication systems and practices.
Once I have established and agreed the methods of communication and support which I’m to provide the service user with it is important that I evaluate the effectiveness of that support. The agreed methods of communication and support are only effective for as long as the service user‘s communication skills remain the same. If their skills change then so do their support plans. As part of the management team at Beudygwyn, I would be expected to recognise any changes to the service user’s communication skills. As before, this can be done by monitoring feedback from the staff, service user, family, and other professionals involved in the service user’s care and by observing the service user when they are communicating with myself, support staff and their friends and relatives. This way I am able to evaluate if the communication method is working and also recognise any changes. The most obvious changes are when service users aren’t able to do what they use to do. As well as the service user’s communication skills becoming worse, a service user’s circumstances and abilities could improve. This could be in the case of a service user who had suffered a stroke. With therapy and encouragement their speech could improve so that they are able to gradually able to express their needs through speech. These changes need to be collated, discussed and available to everyone in the care team, so all are aware and can add their views and opinion.
With regards to evaluating the effectiveness of existing communication systems and practices between service users, staff and management, it is important that I have established a system in the workplace where regular meetings take place and everyone’s views and opinions are discussed and valued. Other communication methods are:
Staff communication books – daily notes which are not confidential
Staff notice boards – details of personal development, training opportunities
Staff handover – discuss recent events throughout the days
Complaints procedures – All staff at Beudygwyn are fully aware of the process and how to complain
Care Planning – Confidential daily / working records
Supervisions – Staff can discuss any issues. This is a two way activity
2.3 Propose improvements to communication systems and practices to address any shortcomings
It’s Important that everyone involved in the care of the service users work as part of a team to establish the best support for that person. This is known as multidisciplinary working. When changes occur it is important that the correct help and support is obtained immediately so that the service user does not feel frustrated or isolated by being unable to communicate effectively. I would need to access the appropriate support and have access to sources of information and resources to be able to do this. It is therefore important to immediately deal with any changes with an individual’s communication skills. I would encourage support workers, family and friends to monitor an individual for change and this will lead to positive outcomes. If changes are identified, then support workers should record this in the service users daily activity journal with a factual entry of what was observed or how they identified the change. Each support worker is to sign and date each entry which has been made. These should then be formally reported to me or the service manager – Gwenda Potter, and then any further actions must be dealt with immediately.
Significant changes of an individual’s communication needs should be referred to the SLT (Speech and language Therapist) or the GP for professional investigation and monitoring. If no changes have been reported, reassessment should be undertaken on a yearly basis and should involve both the individual and key people in their lives, including their family, friends, SLT, GP, psychologist, psychiatrist, occupational therapist, support workers and any other significant person involved in the individuals’ life. This is known as a multidiscipline review. This ensures the continued development of the individual’s communication.
With regards to staff, communication systems and practice, it is important to evaluate these on a regular basis in order to address any shortcomings. To avoid any shortcomings:
All staff should attend training regarding completion of communication records and confidentiality and should be aware of Regard Partnership’s policies and procedures regarding these areas.
All my staff should be aware of the complaints procedure in the workplace and have the knowledge of who/where they should complain for themselves and also on behalf of an individual.
All staff have regular supervisions with me where they are able to voice any concerns . Copies of supervisions are referenced in my QCF file.
Regular handover and team meetings where everyone can discuss any concerns they may have and feedback on areas of problems.
3.2 Compare the effectiveness of different communication systems for partnership working.
Effective communication between partners is essential to good partnership working. Without effective communications staff can feel very isolated. Interaction needed to be on-going, and partners needed to be mindful of the need to reduce jargon to promote clarity of understanding. Inclusion of the views of service users and their support workers are also important to the communication process, as a means of helping staff to look at things in new ways and to bring diversity and creativity to the process. There are many different communication systems which can be used in partnership working. Computerised systems with shared records and access, for example, Hospitals and GP’s now share some computerised medical records. This ensures continuity of service with immediate access to records. This avoids the need for paper records which increase the need for secure storage and accurate filing systems. This also allows for faster retrieval of information and an increased frequency with which information is collected and shared. It also ensures a standardised system across the partnership working. For any system used it has to be available, effective and efficient in order to benefit all partners involved.
3.3 Propose improvements to communication systems for partnership working.
If I felt that there is room for improvement to communication systems for internal partnership working I could propose a meeting at Beudygwyn to discuss my proposals that could be made through written communications. By liaising with external partners at regular meetings and discussing, listening and sharing ideas and problems, solutions will be able to be found to any communication improvements which need to be made. Sometimes this may mean reaching compromises or it may just involve alleviating the anxieties of others in the partnership.
4.2 Analyse the essential features of information sharing agreements within and between organisations.
Sharing information which is confidential is a complex area within Health and Social Care. Certain information needs to be shared within the workplace and also with external agencies.
When considering sharing information I have to consider my duty od care to the service users and decide if its in their best interest to share information. I also have to consider and respect their dignity and right to privacy.
Whatever information is shared, it should be on a need to know basis only eg. If a service user is admitted to hospital the paramedics need only know about the medication details of the service user. They do not need to know about the service users financial affairs.
In each case, the service users rights need to be protected, and each case should be looked at on its own merits. The company needs to ensure that it is following the framework laid down within the Caldecott Principles. Each workplace has its own workplace agreements regarding the sharing of information. This is usually covered in the Confidentiality Policy, which all staff read and sign during our inductions. This is also then discussed during our staff meetings on a monthly basis.
Information sharing between staff in the workplaces essential as it ensures that the service users receive continuity of care. It is important that this is done respectfully and privately thought – not in front of others who do not need to know. Both verbal and written passing of information should be done this way.
Changes in behaviour, health and diagnosis are important pieces of information that need to be passed on both internally and externally with other organisations. However, not all staff need to know the entire workings of the service users life – all they need to know is contained in the service users care plans.
When service users attend medical appointments it is essential that the staff understand the people they are assisting – however it is not practicable or evident that they need to know the entire care plan file of the service user. In this instance, the NHS has drawn up a patient passport document. This allows the essential information that the NHS staff will need to know to be completed by care staff and be taken with the service user, thus allowing the NHS staff to care for the service user with respect and dignity. I have been working with the health liaison officer for the local NHS hospital to complete these documents for current and new service users.
In cases of possible crimes, and/or abuse it may be necessary to share information to third parties in order to protect the service users – against their wishes. However, again it is important that only the essential information is given to assist the other organisations in their enquiries. I have a duty of care to ensure that the service users I support are safe, and if I feel that they are not I need to pass this information on – either direct to management, or via the ‘Whistleblowing’ Policy, which will respect my decision to disclose the information while protecting me from discrimination or wrongful dismissal.
4.3 Demonstrate use of information management systems that meet legal and ethical requirements.
Policies and procedures for staff information are kept in a hard copy in the staff duty room. Where possible, all staff also receive a copy of them on a compact disc for their own use at home. Also, staff are required to read these during their induction period at Beudygwyn Farm, and are not allowed on the ‘shop floor’ until this has been signed off by myself or other management.
All computers on site are password protected. The computers that are used by both staff and service users also have separate passwords for their own protection. Personal email accounts are password protected also. All passwords are changed regularly to increase protection – this is normally done following prompt from the software.
Within the office, each service user has their own drawer within the filing system. These are individual to the service users and are lockable. This is done each night, and over the weekend period.
Also within the filing system, all staff files are kept in lockable drawers. These are also confidential and no-one but the management team is allowed access to these. Some files are selected on occasion from CSSIW inspection and quality assurance audits – these are only the external people allowed access to staff files. Staff have the right to request access to their files and their file alone, and do so via the manager.
If a car / person arrives on site, staff and management ensure that they are met within the car park space – where possible. Their identity and purpose for visit is checked, verified and they are quickly shown to the appropriate venue as required. If they cannot state their purpose / identity adequately then they are asked to leave until such time as they can prove their right to be on-site.
When service users / staff / visitors are shown into the office, it is ensured, where possible that any confidential paperwork is out of sight. No service user names are used on noticeboards, only initials. Where possible, it is arranged that computer screen cannot be easily read either. If not possible, all programs are minimised until safe to work on again.
Information for the service users is usually provided in easy to read formats, pictorial formats where possible and also standard format. Each unit has a communication board, which enables the service user to be able to look at their day at a glance. It tells them which member of staff is working with them, date, and general routine. Any posters for events are also placed on this board for the service user to read.
UNIT 501 – Use and develop systems that promote communication (SHC51)
1.1 Review the range of groups and individuals whose communication needs must be addressed in own job role.
Service Users who have barriers to communication need support to allow them to express themselves effectively, not only at the service, but out in the community also. As a senior / line manager, It is important for me to be aware of the Service Users individual preferred methods of communication and to support the Service Users to use this method. Service Users at Beudygwyn have the right to use any means and ways of communicating with others and their choice should be fully respected by our all of the staff that support them day to day.
Communication is a basic human right, …show more content…
whether you have a disability or not. Without communication the Service Users are unable to realise or voice their rights. Under the Human Rights Act 1998 all individuals have the right to ‘freedom of expression’. If unable to communicate, then our Service Users would be denied these rights.
At Beudygwyn, we work with Service Users who have learning difficulties that vary. We have Service Users who are Down Syndrome, have dementia, Autism, Physical Disabilities, Cerebral Palsy and Mental Health problems.
Learning Disabilities
Up to 90% of people who have learning disabilities have some form of specific communication need. Many people who have a learning disability have no identified cause of their communication difficulties. People with learning disabilities can be affected mildly, moderately or severely. Four out of five people with severe learning difficulties have no effective verbal speech.
Downs Syndrome
Down’s syndrome is a chromosomal disorder where the foetus is developed with an extra chromosome at pair 21. 75% of people with Down ’s syndrome have difficulties with their hearing. Combine this with a learning disability and these people have an increased difficulty with communication. People with Down’s syndrome can have difficulty in forming words and speech sounds, resulting in their speech being difficult to understand.
Autism
People with Autism have communication disorders which can make it very difficult for the person to be able to communicate and interact with their surroundings. For example:
Echolalia (repeating words spoken to them without knowing or understanding the meaning) use of phrases out of context, misreading others’ non-verbal cues.
A lack of eye contact, a difficulty initiating and sustain interactions due to limited concentration span.
Mental Health Problems
A mental health problem is one that effects how the person relates to the environment they live in due to changes within the brain caused by injury, infection, age or substance abuse.
Physical Disability
When the physical disability affects the person’s facial muscles or vocal cords their verbal communication can be affected. If it affects their bodily movement or head control it can affect their non-verbal communication. For example: their body language.
Dementia
The most common mental health problem within older people is dementia. Dementia is a progressive disorder that can affect the person’s short, and sometimes long-term memory. It also affects the person’s recognition of people or things, speech, understanding, concentration, orientation and motivation.
1.2 Explain how to support effective communication within own job role
As a senior / line manager, it is my responsibility for establishing the communication needs of the Service Users at Beudygwyn Farm. I need to provide appropriate support and ensure that any equipment and materials they may need to communicate is available. My role is to empower the Service Users rights.
Before I can give any kind of support to the Service Users and staff at Beudygwyn Farm, the Service Users ability, needs and preferences should be considered and taken into account. When a Service User is referred to Beudygwyn, and enters our care, they will have all their needs and preferences assessed and a base line regarding their communication abilities and then methods will be put in place. These will usually be documented on a Support and Risk Plan document we use, and this will be placed in the Service Users’ working and information file for all staff to fully read and sign. I will establish a baseline by observing the ways the Service User communicates and the method they use. Service Users have the right to communicate through their chosen method and their choice should be acknowledged and respected by all the staff at Beudygwyn Farm.
During an initial assessment a Service Users ability and communication and any changes are recognised during either a 3 monthly or 6 monthly review and shared with our team to ensure the Service Users needs are fully met.
To enable that I get the full support and to ensure I get the best out of the Service Users communication abilities, I would liaise with the following people, and invite them along to his/her review:
Family and Friends
Speech Therapists
Psychologists
Psychiatrists
Occupational Therapist
Support Staff / Key Workers
Care Managers
LD Nurses
Effective communication improves the quality of life of people. It is essential that efforts are made to enhance communication, make time to listen and to understand. In my role at Beudygwyn Farm I must ensure that best practice which includes ensuring that:
Staffs are fully aware of the different communication needs of different Service Users, including taking account of any hearing or visual problems or where Welsh is their first language.
Staffs are trained to understand the importance of verbal and non-verbal communication and barriers to effective communication.
A multi-disciplinary approach is used to implement communication strategies
Staff are able to access specialist advice and information
Advocacy services are used
Here at Beudygwyn Farm, we use many different strategies to help our Service Users communicate effectively. Upon taking on new members of staff, I will ensure that training for relevant communication methods are implemented as part of their induction.
The most common communication aids we use at Beudygwyn are Makaton and PECS (Picture Exchange Communication System).
1.3 Analyse the barriers and challenges to communicate within own job role
Communication is a fundamental relationship-building skill in the workplace.
If staff don’t communicate well they limit their ability to connect on any meaningful level and at the extreme, could create conflict.
It’s very important that I show respect to people I work with as they will have expectations of how I should communicate with others. The general social care council’s code of practice states that communications should be conducted in an appropriate, open, accurate, and straight forward way. By communicating in this manner, others will have trust and confidence in me and my abilities.
There are many barriers to communication. Anything that may obstruct any form of communication is a barrier. The first barriers that we need to identify are those that we could be creating. We need to ensure that we aren’t making it difficult for anyone to understand what we are saying at work; therefore we need to do everything possible to assist communication. We can do this by avoiding professional jargon and terminology.
Physical
barriers
These are due to the nature of the environment where we are trying to communicate. It could be that there are distractions or noise, l such as having the TV on in the background. An inappropriate temperature, making the room too hot or too cold. Is the room light enough? Am I positioned so that I am close enough to be heard but not invading personal space?
Psychological barriers
This could include hearing or sight difficulties.
Personal problems and worries can lead to lack of concentration, memory loss (dementia)
Language difference
This could be due to the choice of words used. Other linguistic abilities may differ from my own, leading to poor explanations and misunderstandings. Most of our Service Users are English, however we do have one or two Service Users who are bilingual, and speak welsh as their first language. We need to ensure that there aren’t any communication barriers when interacting with those Service Users.
2.1 Monitor the effectiveness of communication systems and practices.
In order to establish the effectiveness of communication systems and practices I will first need to establish a baseline of each service user’s communication skills and the method they may use. I would establish this during the initial assessment. This needs to be recorded in detail and discussed with other member of staff in Beudygwyn Farm to see whether they agree with the assessment. This information together with the communication method the service user prefers and any aids which they use to support their communication will then be written into the individuals care plan so that any changes to the base line can be monitored. In order to monitor the effectiveness of the care plan regular reviews need to take place in order to check for improvements in the service users communication skills. For any monitoring to be effective it is important that our feedback system in place is efficient and that staff and service users at Beudygwyn are allowed to contribute in the monitoring process. Everyone should be aware that their observations, feedback and comments are important. As part of the management team, my role is to collate all the information and update the service users care plan to take into account any monitored changes.
2.2 Evaluate the effectiveness of existing communication systems and practices.
Once I have established and agreed the methods of communication and support which I’m to provide the service user with it is important that I evaluate the effectiveness of that support. The agreed methods of communication and support are only effective for as long as the service user‘s communication skills remain the same. If their skills change then so do their support plans. As part of the management team at Beudygwyn, I would be expected to recognise any changes to the service user’s communication skills. As before, this can be done by monitoring feedback from the staff, service user, family, and other professionals involved in the service user’s care and by observing the service user when they are communicating with myself, support staff and their friends and relatives. This way I am able to evaluate if the communication method is working and also recognise any changes. The most obvious changes are when service users aren’t able to do what they use to do. As well as the service user’s communication skills becoming worse, a service user’s circumstances and abilities could improve. This could be in the case of a service user who had suffered a stroke. With therapy and encouragement their speech could improve so that they are able to gradually able to express their needs through speech. These changes need to be collated, discussed and available to everyone in the care team, so all are aware and can add their views and opinion.
With regards to evaluating the effectiveness of existing communication systems and practices between service users, staff and management, it is important that I have established a system in the workplace where regular meetings take place and everyone’s views and opinions are discussed and valued. Other communication methods are:
Staff communication books – daily notes which are not confidential
Staff notice boards – details of personal development, training opportunities
Staff handover – discuss recent events throughout the days
Complaints procedures – All staff at Beudygwyn are fully aware of the process and how to complain
Care Planning – Confidential daily / working records
Supervisions – Staff can discuss any issues. This is a two way activity
2.3 Propose improvements to communication systems and practices to address any shortcomings
It’s Important that everyone involved in the care of the service users work as part of a team to establish the best support for that person. This is known as multidisciplinary working. When changes occur it is important that the correct help and support is obtained immediately so that the service user does not feel frustrated or isolated by being unable to communicate effectively. I would need to access the appropriate support and have access to sources of information and resources to be able to do this. It is therefore important to immediately deal with any changes with an individual’s communication skills. I would encourage support workers, family and friends to monitor an individual for change and this will lead to positive outcomes. If changes are identified, then support workers should record this in the service users daily activity journal with a factual entry of what was observed or how they identified the change. Each support worker is to sign and date each entry which has been made. These should then be formally reported to me or the service manager – Gwenda Potter, and then any further actions must be dealt with immediately.
Significant changes of an individual’s communication needs should be referred to the SLT (Speech and language Therapist) or the GP for professional investigation and monitoring. If no changes have been reported, reassessment should be undertaken on a yearly basis and should involve both the individual and key people in their lives, including their family, friends, SLT, GP, psychologist, psychiatrist, occupational therapist, support workers and any other significant person involved in the individuals’ life. This is known as a multidiscipline review. This ensures the continued development of the individual’s communication.
With regards to staff, communication systems and practice, it is important to evaluate these on a regular basis in order to address any shortcomings. To avoid any shortcomings:
All staff should attend training regarding completion of communication records and confidentiality and should be aware of Regard Partnership’s policies and procedures regarding these areas.
All my staff should be aware of the complaints procedure in the workplace and have the knowledge of who/where they should complain for themselves and also on behalf of an individual.
All staff have regular supervisions with me where they are able to voice any concerns . Copies of supervisions are referenced in my QCF file.
Regular handover and team meetings where everyone can discuss any concerns they may have and feedback on areas of problems.
3.2 Compare the effectiveness of different communication systems for partnership working.
Effective communication between partners is essential to good partnership working. Without effective communications staff can feel very isolated. Interaction needed to be on-going, and partners needed to be mindful of the need to reduce jargon to promote clarity of understanding. Inclusion of the views of service users and their support workers are also important to the communication process, as a means of helping staff to look at things in new ways and to bring diversity and creativity to the process. There are many different communication systems which can be used in partnership working. Computerised systems with shared records and access, for example, Hospitals and GP’s now share some computerised medical records. This ensures continuity of service with immediate access to records. This avoids the need for paper records which increase the need for secure storage and accurate filing systems. This also allows for faster retrieval of information and an increased frequency with which information is collected and shared. It also ensures a standardised system across the partnership working. For any system used it has to be available, effective and efficient in order to benefit all partners involved.
3.3 Propose improvements to communication systems for partnership working.
If I felt that there is room for improvement to communication systems for internal partnership working I could propose a meeting at Beudygwyn to discuss my proposals that could be made through written communications. By liaising with external partners at regular meetings and discussing, listening and sharing ideas and problems, solutions will be able to be found to any communication improvements which need to be made. Sometimes this may mean reaching compromises or it may just involve alleviating the anxieties of others in the partnership.
4.2 Analyse the essential features of information sharing agreements within and between organisations.
Sharing information which is confidential is a complex area within Health and Social Care. Certain information needs to be shared within the workplace and also with external agencies.
When considering sharing information I have to consider my duty od care to the service users and decide if its in their best interest to share information. I also have to consider and respect their dignity and right to privacy.
Whatever information is shared, it should be on a need to know basis only eg. If a service user is admitted to hospital the paramedics need only know about the medication details of the service user. They do not need to know about the service users financial affairs.
In each case, the service users rights need to be protected, and each case should be looked at on its own merits. The company needs to ensure that it is following the framework laid down within the Caldecott Principles. Each workplace has its own workplace agreements regarding the sharing of information. This is usually covered in the Confidentiality Policy, which all staff read and sign during our inductions. This is also then discussed during our staff meetings on a monthly basis.
Information sharing between staff in the workplaces essential as it ensures that the service users receive continuity of care. It is important that this is done respectfully and privately thought – not in front of others who do not need to know. Both verbal and written passing of information should be done this way.
Changes in behaviour, health and diagnosis are important pieces of information that need to be passed on both internally and externally with other organisations. However, not all staff need to know the entire workings of the service users life – all they need to know is contained in the service users care plans.
When service users attend medical appointments it is essential that the staff understand the people they are assisting – however it is not practicable or evident that they need to know the entire care plan file of the service user. In this instance, the NHS has drawn up a patient passport document. This allows the essential information that the NHS staff will need to know to be completed by care staff and be taken with the service user, thus allowing the NHS staff to care for the service user with respect and dignity. I have been working with the health liaison officer for the local NHS hospital to complete these documents for current and new service users.
In cases of possible crimes, and/or abuse it may be necessary to share information to third parties in order to protect the service users – against their wishes. However, again it is important that only the essential information is given to assist the other organisations in their enquiries. I have a duty of care to ensure that the service users I support are safe, and if I feel that they are not I need to pass this information on – either direct to management, or via the ‘Whistleblowing’ Policy, which will respect my decision to disclose the information while protecting me from discrimination or wrongful dismissal.
4.3 Demonstrate use of information management systems that meet legal and ethical requirements.
Policies and procedures for staff information are kept in a hard copy in the staff duty room. Where possible, all staff also receive a copy of them on a compact disc for their own use at home. Also, staff are required to read these during their induction period at Beudygwyn Farm, and are not allowed on the ‘shop floor’ until this has been signed off by myself or other management.
All computers on site are password protected. The computers that are used by both staff and service users also have separate passwords for their own protection. Personal email accounts are password protected also. All passwords are changed regularly to increase protection – this is normally done following prompt from the software.
Within the office, each service user has their own drawer within the filing system. These are individual to the service users and are lockable. This is done each night, and over the weekend period.
Also within the filing system, all staff files are kept in lockable drawers. These are also confidential and no-one but the management team is allowed access to these. Some files are selected on occasion from CSSIW inspection and quality assurance audits – these are only the external people allowed access to staff files. Staff have the right to request access to their files and their file alone, and do so via the manager.
If a car / person arrives on site, staff and management ensure that they are met within the car park space – where possible. Their identity and purpose for visit is checked, verified and they are quickly shown to the appropriate venue as required. If they cannot state their purpose / identity adequately then they are asked to leave until such time as they can prove their right to be on-site.
When service users / staff / visitors are shown into the office, it is ensured, where possible that any confidential paperwork is out of sight. No service user names are used on noticeboards, only initials. Where possible, it is arranged that computer screen cannot be easily read either. If not possible, all programs are minimised until safe to work on again.
Information for the service users is usually provided in easy to read formats, pictorial formats where possible and also standard format. Each unit has a communication board, which enables the service user to be able to look at their day at a glance. It tells them which member of staff is working with them, date, and general routine. Any posters for events are also placed on this board for the service user to read.