What Are The 2.4 Apply Relevant Theories Of Communication In Health And Social Care
1.1 Apply relevant theories of communication to health and social care context
The major cause of medical errors in the healthcare service is breakdown of communication between patients and practitioners. According to Murphy & Dunn (2010), human failures, misrepresentation, misperception, misassumption etc. are products of miscommunication. Hence, in order to have a good medical practice, team communication infrastructures must be centred in policies and practices.
Communication is not limited to verbal alone, but effectively making the person that it is intended for to understand the information that is being communicated. Therefore Engebretson (2003) describe communication as a process of sending and receiving such as words, signs, gestures, …show more content…
or using cultural value to determine method of communication.
Maslow’s 5 stages Hierarchy Model illustrates the necessity of the healthcare provider to satisfy in hierarchical all level in sector of the organisation. According to Maslow, self actualisation is achievable through individual contribution to the primary vision of the NHS. However, the wellbeing and needs of each level had to be identified and met by the management. One of the basic needs is to ensure efficient communication between patients and service provider. This is only achievable through training of staffs, availability of communication infrastructures, monitoring and evaluation of procedures.
Until recently, important attachment had not been place on ‘Learning theory’ in healthcare. Carers are now been trained on framework to describe and predict how patients will react following known pattern of religion, race and culture (Woolfolk, 2001). The ‘Value Expectation Theory’ believe effective communication positively enhance the behaviour of carers to patients (Eccles, 1995)
Skinner’s Behaviourist Learning Theory identifies that people can be conditioned or motivated to alter behaviour with a reward. According to Skinner, patients have to be continuously communicated with positively for a desired effect to be achieved. Bandura’s ‘Social Cognitive Theory’ however, acknowledges the important of people in influencing and changing behaviour. These theories are geared toward bridging the gap between patients and carers.
1.2 Use communication skills in a health and social care context 230
The medium of communication in transferring information between a sender and receiver is significant to the understanding of what is being exchanged. The nature of services in NHS requires building relationship between patients and carers. Therefore, the most important medium of communication amidst investment in communication technology still remain oral communication. It is important for the exchange between patients and carers to be understood to avoid misrepresentation.
The interpretation of oral communication may not be thorough without non verbal expressions. In that perspective, significant attention had to be paid by carers to facial expression, gesture, tone of voice, sign etc. of patients. The NHS employs the use of language interpreter, training of staffs to recognise different mode of communication and use of sign language. The abolition of discrimination by The Equality Act 2010 requires the provision of infrastructure for all users of the service.
NHS invested on advertisement to inform public, patients and carers. Hospitals and General Practitioners have leaflets, billboard information; sent letters, email, telephones, provide large size fonts, Braille communication, adverts in other languages etc. The government in UK requires everyone to have minimum functional skills in UK; to conform to Lord Leith’s report.
Communicating with patients is now a big part of NHS’ policy. There had been investment on the National Programme for Information Technology (NPfIT) which record patients’ information, the Electronic Patient Record System (RIO), Hospital Management System for self service, emailing, texting, use of virtual room to improve communication and relationship between patients and healthcare providers.
1.3 Review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings
One of the effective methods of improving relationship between patients and carers is to improve interpersonal communication. In situation where proper care and procedures had been taking to improve the quality of care but where there exist inappropriate interpersonal communication between patients and carers, it is normal to assume patient may not be satisfy with care given.
UK’s healthcare is multicultural in nature, catering for different diversities of cultures and belief. Apart from language differences, certain behaviour and wordings in one culture may not be acceptable in another. Therefore, healthcare practitioners are faced with the task setting a balance that will be acceptable by all.
Initial assessment identifies the background of the patient; age, sex, religious, culture etc. but not their present state of mind. This is achieved by dialogue between patients and carers. Therefore, staffs may use informal words, slangs or acronyms with team members but this may not be acceptable to patients.
It will be considered inappropriate to be answering telephone or cribbing note while in attendance of patients; order than when it is being done for them. As nonverbal communication is specific to culture, it is important to understand different cultural acceptance of eye contact, shaking of hand and contact with opposite sex.
Warm communication with patient such as greetings, thoughtful question and reasonable dialogue helps ease patients’ situation to release necessary information about them and also it builds trust.
1.4 Analyse the use of strategies to support users of health and social care services with specific communication needs
To improve relationship between patients and carers, strategies may be adopted to cater for certain specific communication needs. Training may be provided for staffs and patients on use of communication technology they can be encouraged to join specific group. Staffs can organise counselling, listening and program to help raise the self esteem of patients and language interpreter can be provided for those without Basic English.
Hearing aids can be provided for those with hearing impaired. They can also be trained to understand sign language while provision is made to improve the environment to reduce noise. Those who are blind can be trained on the use of Braille. Personnel should know how to deal with people with disabilities.
People with disability may be encouraged to learn Makaton which assist communication using symbols (Marshall et. al., 2009). Picture, symbols, paintings can also be used in addition to sign language while the importance of communication must be conveyed to the elderly.
2.1 Explaining how the communication process is influenced by values and cultural factors
The influx of migrant that had come to settle in UK brought various cultures which influence care behaviour. Government recognition of the role of culture is emphasised in the Equality Act 2010 which discourage discrimination. McGuire’s (1989) model proposed observation of culture in an environment for effective communication.
In UK, the government recognises the multicultural and ethnic differences of those using the health care services. Darby & Walsh (2009) identifies cultural diversities as different religious beliefs, attitudes, routines, values and different ways of doing things that can directly influence health behaviours and implications. Many health researchers agreed that pattern of behaviours such as violence; drug, sexuality etc. can be best understood from the angle of culture.
Highly responsible for misdiagnoses, medical errors and mistakes are patients and carers’ ignorance and lost in communication. These may not necessarily be language barrier alone, but understanding things that are communicated non-verbally by culture and ethnic values.
Understanding culture and beliefs allows for care to be planned taking values into consideration. AIDS campaign to educate African American in a study was best delivered using slangs that are noticeable within the black community (Herek et. al., 1998).
The Equality Act 2010 encourages inclusion of ethnic diversities in wider participation in the National Health Service. These includes opportunities to work, availability of language translators, training of carers to understands ethnic and religious differences, the provision of food to meet individual religious belief e.g. halal meal for Muslim and vegetarian dishes and a national focus for all in Britain to have basic language skill by the government.
Carers are now trained to empathise with those wishing to be looked after by same sex and those uncomfortable by dressing. All these are modest in ensuring effective communication between carers and users to improve quality of care.
2.2 Explain how legislation, charters and codes of practice impact on the communication process in health and social care
Legislation and code of practice are designed to promote equality and protect the right of individuals by attendance without segregating race, religion, sex etc. while those that are vulnerably impaired are protected by charters.
The Data Protection Act (1998) and the Health and Social Care Act (2008) made it a criminal offence to disclose or obtain individual confidential information without permission except when it is necessary to exercise the function of care and safety of both patients and carers. The principle is to use the minimum necessary information and maximum when there may be risk to others. Information may also be shared with agencies to inform and educate with the intention of improving care.
The NHS has template setting out procedures for obtaining, using and disclosing personal information. Practitioners are trained to monitor and to keep code under review. Carers are trained to recognise different level of authorised channel of communication to prevent abuse of information.
2.3 Analysing the effectiveness of organisational systems and policies in promoting good practices in communication
The key findings in Victoria Climbie’s inquiry identify lack of adequate and effective communication practices resulted in the neglect and death of the eight years old girl (Climbie, 2003). Inadequate procedures and policies increase medical errors and legal liabilities. Significant policies and practices have since been introduced to improve multiagency communication.
Having effective communication systems in the healthcare involves having all relevant personnel share knowledge of the past, present and future situation of patients, action taking and reactions to treatment. Access to information should be timely available to individuals and team, avoiding jargon, abbreviation, acronyms etc. Building good relationship with patients may be instrumental to getting accurate information about their situation.
The National Health Service invested primarily on training of staffs setting minimum educational requirement to build individual abilities, teamwork and encourage the culture of safety. The first contact between patients and carers, the receptionists are trained to actively unbiased using different good communication skills.
Management in healthcare had developed team culture in delivery of patient care hitherto developing communication discipline in and outside the team to ensure safety and improving quality of care.
The government invested over £1 billion on terminals, clinical systems and Information Systems (Jeffcott & Johnson, 2006).
The Electronic Patient Record System (RIO) can store, amend and retrieve patient’s information from any of its terminals by authorised personnel easily and quickly, allowing carers more time on patients. However, having personnel available to assist patients to use the computer register is good communication practices.
2.4 Suggest ways of improving the communication process in a health and social care setting
Healthcare of one patient may involve multiagency, thereby increasing the complexity and challenges faced by carers. There is a need for primary information of patients to be shared by certain individuals, team and other agencies, therefore necessary for information and communication systems to support healthcare. The National Programme for Information Technology (NPfIT) which record patients’ information was launched in 2002 (DHHS, 2008)
Staffs should be trained to communicate using values of cultural diversities.
Healthcare setting is now common with Hospital Management System; that can self record and book patients. Pre booking using the internet and telephone can also be used to free
staffs.
Communication devices may be designed with different interactive mode known to personnel to denote different level of urgency. Mobile carers may be issued with phones or pagers in case of critical emergencies while training on the use of communication devices must include setback of devices.
In conclusion, the most important factor for implementing Information Systems is to capture patients’ accurate data to use when needed. Therefore training of staff is essential and effort should be made to inform and educate patients as well. Clinical handover should follow tested template to avoid errors of commission or omission during shift changes and also to ensure protection of patient’s data.
3.1 Access and use standard ICT software packages to support work in health and social care
Patients’ awareness of rights and obligations in present information age need to be matched up by healthcare practitioners. The availability of World Wide Web, mobile technology and access to electronic media made it easy for patients and healthcare practitioners to explore its advantages. Mobile phones, laptops, ipads, desktop unit and other electronic media are now very cheap to own.
The complexity of services render by the NHS and the pressure to deliver timely services require exploiting the benefits of Information Systems. The traditional reception booking is now being discouraged for taking staff time. Patients can now make telephone booking, cancellation and change appointment. The surgeries are also using emails and text to confirm and remind patients of appointment. The missed bookings and the Hospital Management Systems for confirmation of booking are intended to free staffs for needed patients.
It is now considered good practices to keep proper record of patients and the care supports. The National Programme for Information Technology (NPfIT) which record patients’ information allows for accurate capturing of patients data which can be accessed, transferred, edited, stored etc. The use of multiagency in care of patient made NPfIT a necessity.
The traditional doctor’s writing can only be read by doctors and in present age not transparent. The government introduce minimum education requirement and for carers to have basic functional skills. This is to ensure that carers will be able to use ICT to write clear report that will be informative. Staffs can be trained in the use of software packages such as Microsoft Words, Excel and Data Base applications.
Presently, healthcare providers are focusing on person centred care giving users the opportunity to choose how they are to be treated. It is impossible for that vision to be effected without carer access to patients’ accurate record. Prescription can now be ordered without patients seeing their doctors. Charts on patients’ progress are now easy to generate as a result of available infrastructure.
3.2 Analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations
The increased reliance on electronic communicative devices by patients resulted in increase in its use in practice. Embracing its culture is equally in accordance with the NHS patients centred policies. Patients’ awareness to the internet is because many medical sites are not available informing patients about disease and possible treatment (Garpenby & Hisberg, 2000).
New emerging technologies such as The Common Assessment Framework (CAF) is cost effective for making transferring of patients within hospital and other agencies easier. It is also used for monitoring those using the system and recording patients’ details. The systems automatically relay information eliminating use of telephone, fax and its associated cost (Rafferty & Steyaert, 2007). The important of the systems is it eliminates human forgetfulness since patients are automatically alerted when it’s time for them to come for a check up.
The Health plan Employer Data and Information Set (HEDIS) adopted by the National Committee for Quality assurance (NCQA) was developed to measure care plan performance (Nerenz & Neil, 2001). Some of the information is made available to the public which can be edited. The systems allow for individual development plan to be measured and eliminate the extra burden in the traditional method of recording. The system is also equipped with online help allowing for it to be used by people with basic ICT skill.
Information Communication Systems is significant to the vision of NHS as it allows Doctors and other authorised personnel access to patients’ information. Patients’ prescription can be viewed, reviewed and monitored. Readmission or visit to the hospital or surgery does not have to follow traditional mode as information can be retrieved from the systems anywhere. The system can also be used to make changes to patients’ details while accommodating all users without discrimination. These are essential for the quality of care, measurement of performance and the building of trust between healthcare providers and patients.
3.3 Analyse how legal considerations in the use of ICT impact on health and social care
As the use of internet in providing healthcare services increases, so also is the concern for abuse of patients’ data. Healthcare practitioners are also concern for patients as dangerous unregulated drug may be available online. The government also will be concern for sites that are not regulated but offering medical advice and suggestion to the public.
Protecting medical data from unauthorised access, abuse, modification or disclosure is protected under the Data Protection Act 1988. The healthcare practitioners and other authorised persons are privileged to data of patients and obligated to keep them confidential. Likewise, patients impaired by disability are also guided under the Mental Act to protect abusive use of their information. NHS also has to observe the limit and right to disclosure within and also with outside agencies. However, because of the sensitive nature of the services rendered by the healthcare, the right of patients is exempted when it is necessary for medical reasons under the Processing of Sensitive Personal Data Order, 2000.
It is also obligatory for information on patients to be accurately updated and made relevant for the purpose intended. The level of authority to information is given to personnel, so as to equip them with relevant information needed for the perfection of their care. Therefore, the systems are equipped to record access to data, time of access, and the authorised personnel that had retrieved or made changes to the data.
References
Climbie, V (2003). The Victoria Climbie Inquiry Report. Key findings from the self audits of NHS organisations, social services departments and police forces. HMIC, Social Services Inspectorate. Retrieved on 4th July 2013 from www.chi.nhs.uk
Darby, M., & Walsh, M (2009). Dental Hygiene Theory and Practice (3rd Edition). W.B. Saunders Company: Philadelphia
Eccles, J. S., & Wigfield, A. (1995). In the mind of the achiever: The structure of adolescents’ academic achievement related-beliefs and self-perceptions. Personality and Social Psychology Bulletin, 21, 215–225.
Engebretson, J. (2003) ‘Caring presence: a case study’ in Communication, Relationships and Care
Herek G., Gillis J., Glunt E., Lewis J., Welton D., Capitanio J (1998). Culturally sensitive AIDS education videos for African American audiences: effects of source, message, receiver, and context. Am. J. Community Psychol. Vol. 26:705–43
Jeffcott, M & Johnson, C (2006). The use of a formalised riskmodel in NHS Information System development. Department of computer Science, University of Glasgow. Retrieved on 2nd July 2013 from http://www.dcs.gla.ac.uk/~johnson/papers/NHS_paper_CTW.pdf
Marshall, S., Harrison, J., and Flanagan, B. (2009). The teaching of a structured tool improves the clarity and content of interprofessional clinical communication. Journal of Health Care, 18(2): p. 137-40.
McGuire, W., Rice, R & Atkin, C (1989). Theoretical foundations of campaigns. In Public Communi-cation Campaigns. Newbury Park, CA: Sage pp. 43–65
Murphy, J & Dunn, W (2010). Medical Errors and Poor Communication. Journal of American College of Chest Physicians.
Nerenz, D & Neil, N (2001). Performance measures for Health Care Systems. Commissioned paper for the Centre for Health Management Research. Retrieved on 27th June 2013 from www.hret.org/chmr/resources/cp19b.
Woolfolk, A. (2001). Educational psychology (8 th ed.). Needham Heights , MA : Allyn and Bacon.
The major cause of medical errors in the healthcare service is breakdown of communication between patients and practitioners. According to Murphy & Dunn (2010), human failures, misrepresentation, misperception, misassumption etc. are products of miscommunication. Hence, in order to have a good medical practice, team communication infrastructures must be centred in policies and practices.
Communication is not limited to verbal alone, but effectively making the person that it is intended for to understand the information that is being communicated. Therefore Engebretson (2003) describe communication as a process of sending and receiving such as words, signs, gestures, …show more content…
or using cultural value to determine method of communication.
Maslow’s 5 stages Hierarchy Model illustrates the necessity of the healthcare provider to satisfy in hierarchical all level in sector of the organisation. According to Maslow, self actualisation is achievable through individual contribution to the primary vision of the NHS. However, the wellbeing and needs of each level had to be identified and met by the management. One of the basic needs is to ensure efficient communication between patients and service provider. This is only achievable through training of staffs, availability of communication infrastructures, monitoring and evaluation of procedures.
Until recently, important attachment had not been place on ‘Learning theory’ in healthcare. Carers are now been trained on framework to describe and predict how patients will react following known pattern of religion, race and culture (Woolfolk, 2001). The ‘Value Expectation Theory’ believe effective communication positively enhance the behaviour of carers to patients (Eccles, 1995)
Skinner’s Behaviourist Learning Theory identifies that people can be conditioned or motivated to alter behaviour with a reward. According to Skinner, patients have to be continuously communicated with positively for a desired effect to be achieved. Bandura’s ‘Social Cognitive Theory’ however, acknowledges the important of people in influencing and changing behaviour. These theories are geared toward bridging the gap between patients and carers.
1.2 Use communication skills in a health and social care context 230
The medium of communication in transferring information between a sender and receiver is significant to the understanding of what is being exchanged. The nature of services in NHS requires building relationship between patients and carers. Therefore, the most important medium of communication amidst investment in communication technology still remain oral communication. It is important for the exchange between patients and carers to be understood to avoid misrepresentation.
The interpretation of oral communication may not be thorough without non verbal expressions. In that perspective, significant attention had to be paid by carers to facial expression, gesture, tone of voice, sign etc. of patients. The NHS employs the use of language interpreter, training of staffs to recognise different mode of communication and use of sign language. The abolition of discrimination by The Equality Act 2010 requires the provision of infrastructure for all users of the service.
NHS invested on advertisement to inform public, patients and carers. Hospitals and General Practitioners have leaflets, billboard information; sent letters, email, telephones, provide large size fonts, Braille communication, adverts in other languages etc. The government in UK requires everyone to have minimum functional skills in UK; to conform to Lord Leith’s report.
Communicating with patients is now a big part of NHS’ policy. There had been investment on the National Programme for Information Technology (NPfIT) which record patients’ information, the Electronic Patient Record System (RIO), Hospital Management System for self service, emailing, texting, use of virtual room to improve communication and relationship between patients and healthcare providers.
1.3 Review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings
One of the effective methods of improving relationship between patients and carers is to improve interpersonal communication. In situation where proper care and procedures had been taking to improve the quality of care but where there exist inappropriate interpersonal communication between patients and carers, it is normal to assume patient may not be satisfy with care given.
UK’s healthcare is multicultural in nature, catering for different diversities of cultures and belief. Apart from language differences, certain behaviour and wordings in one culture may not be acceptable in another. Therefore, healthcare practitioners are faced with the task setting a balance that will be acceptable by all.
Initial assessment identifies the background of the patient; age, sex, religious, culture etc. but not their present state of mind. This is achieved by dialogue between patients and carers. Therefore, staffs may use informal words, slangs or acronyms with team members but this may not be acceptable to patients.
It will be considered inappropriate to be answering telephone or cribbing note while in attendance of patients; order than when it is being done for them. As nonverbal communication is specific to culture, it is important to understand different cultural acceptance of eye contact, shaking of hand and contact with opposite sex.
Warm communication with patient such as greetings, thoughtful question and reasonable dialogue helps ease patients’ situation to release necessary information about them and also it builds trust.
1.4 Analyse the use of strategies to support users of health and social care services with specific communication needs
To improve relationship between patients and carers, strategies may be adopted to cater for certain specific communication needs. Training may be provided for staffs and patients on use of communication technology they can be encouraged to join specific group. Staffs can organise counselling, listening and program to help raise the self esteem of patients and language interpreter can be provided for those without Basic English.
Hearing aids can be provided for those with hearing impaired. They can also be trained to understand sign language while provision is made to improve the environment to reduce noise. Those who are blind can be trained on the use of Braille. Personnel should know how to deal with people with disabilities.
People with disability may be encouraged to learn Makaton which assist communication using symbols (Marshall et. al., 2009). Picture, symbols, paintings can also be used in addition to sign language while the importance of communication must be conveyed to the elderly.
2.1 Explaining how the communication process is influenced by values and cultural factors
The influx of migrant that had come to settle in UK brought various cultures which influence care behaviour. Government recognition of the role of culture is emphasised in the Equality Act 2010 which discourage discrimination. McGuire’s (1989) model proposed observation of culture in an environment for effective communication.
In UK, the government recognises the multicultural and ethnic differences of those using the health care services. Darby & Walsh (2009) identifies cultural diversities as different religious beliefs, attitudes, routines, values and different ways of doing things that can directly influence health behaviours and implications. Many health researchers agreed that pattern of behaviours such as violence; drug, sexuality etc. can be best understood from the angle of culture.
Highly responsible for misdiagnoses, medical errors and mistakes are patients and carers’ ignorance and lost in communication. These may not necessarily be language barrier alone, but understanding things that are communicated non-verbally by culture and ethnic values.
Understanding culture and beliefs allows for care to be planned taking values into consideration. AIDS campaign to educate African American in a study was best delivered using slangs that are noticeable within the black community (Herek et. al., 1998).
The Equality Act 2010 encourages inclusion of ethnic diversities in wider participation in the National Health Service. These includes opportunities to work, availability of language translators, training of carers to understands ethnic and religious differences, the provision of food to meet individual religious belief e.g. halal meal for Muslim and vegetarian dishes and a national focus for all in Britain to have basic language skill by the government.
Carers are now trained to empathise with those wishing to be looked after by same sex and those uncomfortable by dressing. All these are modest in ensuring effective communication between carers and users to improve quality of care.
2.2 Explain how legislation, charters and codes of practice impact on the communication process in health and social care
Legislation and code of practice are designed to promote equality and protect the right of individuals by attendance without segregating race, religion, sex etc. while those that are vulnerably impaired are protected by charters.
The Data Protection Act (1998) and the Health and Social Care Act (2008) made it a criminal offence to disclose or obtain individual confidential information without permission except when it is necessary to exercise the function of care and safety of both patients and carers. The principle is to use the minimum necessary information and maximum when there may be risk to others. Information may also be shared with agencies to inform and educate with the intention of improving care.
The NHS has template setting out procedures for obtaining, using and disclosing personal information. Practitioners are trained to monitor and to keep code under review. Carers are trained to recognise different level of authorised channel of communication to prevent abuse of information.
2.3 Analysing the effectiveness of organisational systems and policies in promoting good practices in communication
The key findings in Victoria Climbie’s inquiry identify lack of adequate and effective communication practices resulted in the neglect and death of the eight years old girl (Climbie, 2003). Inadequate procedures and policies increase medical errors and legal liabilities. Significant policies and practices have since been introduced to improve multiagency communication.
Having effective communication systems in the healthcare involves having all relevant personnel share knowledge of the past, present and future situation of patients, action taking and reactions to treatment. Access to information should be timely available to individuals and team, avoiding jargon, abbreviation, acronyms etc. Building good relationship with patients may be instrumental to getting accurate information about their situation.
The National Health Service invested primarily on training of staffs setting minimum educational requirement to build individual abilities, teamwork and encourage the culture of safety. The first contact between patients and carers, the receptionists are trained to actively unbiased using different good communication skills.
Management in healthcare had developed team culture in delivery of patient care hitherto developing communication discipline in and outside the team to ensure safety and improving quality of care.
The government invested over £1 billion on terminals, clinical systems and Information Systems (Jeffcott & Johnson, 2006).
The Electronic Patient Record System (RIO) can store, amend and retrieve patient’s information from any of its terminals by authorised personnel easily and quickly, allowing carers more time on patients. However, having personnel available to assist patients to use the computer register is good communication practices.
2.4 Suggest ways of improving the communication process in a health and social care setting
Healthcare of one patient may involve multiagency, thereby increasing the complexity and challenges faced by carers. There is a need for primary information of patients to be shared by certain individuals, team and other agencies, therefore necessary for information and communication systems to support healthcare. The National Programme for Information Technology (NPfIT) which record patients’ information was launched in 2002 (DHHS, 2008)
Staffs should be trained to communicate using values of cultural diversities.
Healthcare setting is now common with Hospital Management System; that can self record and book patients. Pre booking using the internet and telephone can also be used to free
staffs.
Communication devices may be designed with different interactive mode known to personnel to denote different level of urgency. Mobile carers may be issued with phones or pagers in case of critical emergencies while training on the use of communication devices must include setback of devices.
In conclusion, the most important factor for implementing Information Systems is to capture patients’ accurate data to use when needed. Therefore training of staff is essential and effort should be made to inform and educate patients as well. Clinical handover should follow tested template to avoid errors of commission or omission during shift changes and also to ensure protection of patient’s data.
3.1 Access and use standard ICT software packages to support work in health and social care
Patients’ awareness of rights and obligations in present information age need to be matched up by healthcare practitioners. The availability of World Wide Web, mobile technology and access to electronic media made it easy for patients and healthcare practitioners to explore its advantages. Mobile phones, laptops, ipads, desktop unit and other electronic media are now very cheap to own.
The complexity of services render by the NHS and the pressure to deliver timely services require exploiting the benefits of Information Systems. The traditional reception booking is now being discouraged for taking staff time. Patients can now make telephone booking, cancellation and change appointment. The surgeries are also using emails and text to confirm and remind patients of appointment. The missed bookings and the Hospital Management Systems for confirmation of booking are intended to free staffs for needed patients.
It is now considered good practices to keep proper record of patients and the care supports. The National Programme for Information Technology (NPfIT) which record patients’ information allows for accurate capturing of patients data which can be accessed, transferred, edited, stored etc. The use of multiagency in care of patient made NPfIT a necessity.
The traditional doctor’s writing can only be read by doctors and in present age not transparent. The government introduce minimum education requirement and for carers to have basic functional skills. This is to ensure that carers will be able to use ICT to write clear report that will be informative. Staffs can be trained in the use of software packages such as Microsoft Words, Excel and Data Base applications.
Presently, healthcare providers are focusing on person centred care giving users the opportunity to choose how they are to be treated. It is impossible for that vision to be effected without carer access to patients’ accurate record. Prescription can now be ordered without patients seeing their doctors. Charts on patients’ progress are now easy to generate as a result of available infrastructure.
3.2 Analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations
The increased reliance on electronic communicative devices by patients resulted in increase in its use in practice. Embracing its culture is equally in accordance with the NHS patients centred policies. Patients’ awareness to the internet is because many medical sites are not available informing patients about disease and possible treatment (Garpenby & Hisberg, 2000).
New emerging technologies such as The Common Assessment Framework (CAF) is cost effective for making transferring of patients within hospital and other agencies easier. It is also used for monitoring those using the system and recording patients’ details. The systems automatically relay information eliminating use of telephone, fax and its associated cost (Rafferty & Steyaert, 2007). The important of the systems is it eliminates human forgetfulness since patients are automatically alerted when it’s time for them to come for a check up.
The Health plan Employer Data and Information Set (HEDIS) adopted by the National Committee for Quality assurance (NCQA) was developed to measure care plan performance (Nerenz & Neil, 2001). Some of the information is made available to the public which can be edited. The systems allow for individual development plan to be measured and eliminate the extra burden in the traditional method of recording. The system is also equipped with online help allowing for it to be used by people with basic ICT skill.
Information Communication Systems is significant to the vision of NHS as it allows Doctors and other authorised personnel access to patients’ information. Patients’ prescription can be viewed, reviewed and monitored. Readmission or visit to the hospital or surgery does not have to follow traditional mode as information can be retrieved from the systems anywhere. The system can also be used to make changes to patients’ details while accommodating all users without discrimination. These are essential for the quality of care, measurement of performance and the building of trust between healthcare providers and patients.
3.3 Analyse how legal considerations in the use of ICT impact on health and social care
As the use of internet in providing healthcare services increases, so also is the concern for abuse of patients’ data. Healthcare practitioners are also concern for patients as dangerous unregulated drug may be available online. The government also will be concern for sites that are not regulated but offering medical advice and suggestion to the public.
Protecting medical data from unauthorised access, abuse, modification or disclosure is protected under the Data Protection Act 1988. The healthcare practitioners and other authorised persons are privileged to data of patients and obligated to keep them confidential. Likewise, patients impaired by disability are also guided under the Mental Act to protect abusive use of their information. NHS also has to observe the limit and right to disclosure within and also with outside agencies. However, because of the sensitive nature of the services rendered by the healthcare, the right of patients is exempted when it is necessary for medical reasons under the Processing of Sensitive Personal Data Order, 2000.
It is also obligatory for information on patients to be accurately updated and made relevant for the purpose intended. The level of authority to information is given to personnel, so as to equip them with relevant information needed for the perfection of their care. Therefore, the systems are equipped to record access to data, time of access, and the authorised personnel that had retrieved or made changes to the data.
References
Climbie, V (2003). The Victoria Climbie Inquiry Report. Key findings from the self audits of NHS organisations, social services departments and police forces. HMIC, Social Services Inspectorate. Retrieved on 4th July 2013 from www.chi.nhs.uk
Darby, M., & Walsh, M (2009). Dental Hygiene Theory and Practice (3rd Edition). W.B. Saunders Company: Philadelphia
Eccles, J. S., & Wigfield, A. (1995). In the mind of the achiever: The structure of adolescents’ academic achievement related-beliefs and self-perceptions. Personality and Social Psychology Bulletin, 21, 215–225.
Engebretson, J. (2003) ‘Caring presence: a case study’ in Communication, Relationships and Care
Herek G., Gillis J., Glunt E., Lewis J., Welton D., Capitanio J (1998). Culturally sensitive AIDS education videos for African American audiences: effects of source, message, receiver, and context. Am. J. Community Psychol. Vol. 26:705–43
Jeffcott, M & Johnson, C (2006). The use of a formalised riskmodel in NHS Information System development. Department of computer Science, University of Glasgow. Retrieved on 2nd July 2013 from http://www.dcs.gla.ac.uk/~johnson/papers/NHS_paper_CTW.pdf
Marshall, S., Harrison, J., and Flanagan, B. (2009). The teaching of a structured tool improves the clarity and content of interprofessional clinical communication. Journal of Health Care, 18(2): p. 137-40.
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