Communication Level 2 In Health & Social Care 26th March 2022.pptx

LEVEL 2
EXTENDED
DIPLOMA
IN HEALTH
AND
SOCIAL
CARE
HSC M4 (L/508/3712)
Communication in Heath
and Social Care
Oguchi Martins Egbujor

COMMUNICATION
IN HEALTH AND
SOCIAL CARE
Learning Outcomes:
1. LO1 Understand Effective
Communication
2. LO2 Understand Professional
Relationships in HSC
3. LO3 Understand Legislation,
Policies, Procedures and Codes of
Practice Relating to the
Management of Information

The Unit
Aim
The aim of this unit is to provide
learners with knowledge and
understanding of communication in
health and social care

Objectives
LO1: Understand Effective
Communication
• Types of Communication
• Communication and language
needs and preferences of
individuals and others
• The Skills of effective
Communication

Communication
Actions and behaviour which indicate
the communicator’s thoughts, feelings
and help the person receiving the
communication to understand the
message
(The National Occupational Standard,
2009)

What Is
Communication
Communication is information
transmitted either one-to-one
or within a group (team) that is
directed towards achieving
aims and objectives.
The focus MUST be on patient-
practitioner’s relationship to
create effective communication

Purpose of
Communication
Communication in care setting is a very
sensitive issue and the care provider
should be polite, empathetic and
sympathetic. The purpose of
communication in healthcare sector is
to create understanding between the
care provider and the care receiver.
(Egbujor, O., M., 2020)

Purpose Of
Communication
To change behaviour
To get action
To ensure understanding
To persuade
To give and to receive information
To create Trust and Confidence
To build relationship between professionals
and the service users

Communication
Boundaries
Communication in health and social
care is focused on healthcare
professionals who are registered as
members of any profession to which 60
(2) of the Health Act 1999 (13)
(regulation of health professionals,
social workers and other care workers,
etc) applies.

Care Values
Caring
Dignity
Respect
Learning
Reflection
Commitment to quality care and support

Types of
Communication
Verbal
• Speech
Non-Verbal
• Body language
• Written
• Electronic
• Specialist

Assessment
Criteria
• Theories of Communication
• Communication Skills
• Dealing with Inappropriate
Communication
• Strategies Supporting Users with Com.
Needs
• Communication/Influences of
Culture/Values
• Impacts of Legislation/Charter/Code of
Practice
• Effectiveness of Organisational
Systems/Policies
• Ways of improving Communication
Process
• Access/Use of ICT Software Packages
• Benefits of ICT in Healthcare
• Impact of Legal consideration on ICT

Goals of
Effective
Communication
Accuracy
Efficiency
Supportiveness
Enhancing patient-professionals’
relationship
Improving health outcomes
Promoting collaboration and
partnership (relationship-centred care)

7C of Effective
Communication
Complete
Correct
Clarity
Concise
Courteous
Concrete
Consideration

Augmentative
Approaches
Augmentative and Alternative (AAC) is
a general term used to refer to
approaches, strategies, and tools, that
enable children and adults with autism
and speech and language disorders to
communicate their wants, needs,
thoughts, and emotions.
(Tobii Dynavox, 2022)

AAC
Approaches
Inspiring others
Help others take the first step
Support your team (be
supportive)
Help people to rediscover
themselves
Collaborate with others

LO1.2:
Strategies To
Those With
Communication
Needs
• Augmentative Approaches
• Aids and adaptations
• Picture exchange Communication
system
• Objects of reference
• Speech and language services
• BSL
• Braille
• Makaton
• Hearing Aid
• Interpretation Services
• Translation services
• Advocacy Services

Communication and Language Needs
Ways to communicate with the people you work with and how to find
out about individuals’ communication and language needs, wishes and
preferences:
• Focusing on the individual (Person-centred)
• Active listening
• Space and positioning when communicating
• Body language and eye contact when communicating
• Giving individuals sufficient time to communicate
• Using individuals preferred means of communication and language
• Checking that you and the individuals understand what has been
communicated
• How to adapt the way you communicate

Makaton
Makaton is used by adults and children with
learning disabilities and communication
problems. It uses a combination of picture
symbols and hand gestures that are similar to
BSL and speech.
https://www.nhs.uk/conditions/social-care-and-
support-guide

BSL
BSL means British Sign Language. It is a visual
means of communicating using gestures, facial
expression, and body language. Sign Language is
used mainly by people who are Deaf or have
hearing impairments.
https://www.british-sign.co.uk/what-is-british-
sign-language/

Braille
Braille is a reading and writing system for blind
and vision impaired people. It is made up of
raised dots that can be ‘read’ by touch. The
basic component is a rectangular ‘cell’ of six
dots, arranged in two vertical columns of three
dots.
https://www.betterhealth.vic.gov.au/health/con
ditionsandtreatments/braille

Communication
Barriers
Environment
Culture and Values
Inappropriate Language
Noise
Light
Trust
Religion
Timing

LO1.3
Communication
Skills
• Listening
• Observing
• Writing
• Speaking
• Paraphrasing
• Reflecting
• Recapping
• Summarising
• Proximity
• Pace
• Intonation
• Cultural awareness
• Clarity/Checking understanding

5 Active
Listening
Skills
Paraphrasing meaning
Reflecting feelings
Reflecting facts
• To translate what the
speaker said in your
own words
• To convey your
(emotion) empathy
to encourage the
speaker
• To briefly summarise
the actual facts of
what the speaker has
said

5 Active
Listening
Skills cont.
Synthesise
Imagining out loud
• To blend several
ideas of the speaker
into one theme or
idea
• Imagine what it
MUST be like to be in
the speaker’s place

Components
of Effective
Listening
Attend Physically
Attend Mentally
• The right body
language helps the
listener to focus on
the speaker so as to
encourage him/her
to give more
information
• Follow the speaker’s
flow of thought,
listen to understand,
not evaluate, listen
first, then assess

Components
of Effective
Listening
continued
Check It Verbally • Paraphrase, clarify,
probe further,
summarise your
understanding

Communication Effectively
• Recording and reporting requirements for individuals
and for your activities
• Where, why and how to get permissions to access
records and reports
• How to, and why you need to report and/or complete
records accurately, comprehensively and in ways that
can be understood by those who need to access and
use the records and reports
• The reasons for ensuring confidentiality and security of
records and reports
• How to and why you need to share information with
individuals, key people and others

Communicating The Rights of
Individuals In Care
• Be respected
• Be treated equally and
not be discriminated
against
• Be treated as an
individual
• Be treated in a dignified
way
• Privacy
• Be protected from danger
and harm
• Be supported and cared
for in the way that meets
their needs, takes account
of their choices and also
protects them
• Access information about
themselves
• Communicate using their
preferred methods of
communication and
language

Communicating Effectively
Methods and ways of
communicating that:
• Support equality and
diversity
• Support the rights of
people to communicate in
their preferred method,
media, and language
• Are effective when
dealing with, and
challenging discrimination
when communicating
with, individuals and key
people

The Requirements of Care Provider
• Excellent organisational skills
• A team player but also able to work on own
initiative
• Self-motivated and flexible
• Ability to provide emotional and social support
• Excellent communication skills both written and
verbal
• Excellent attendance and punctuality record

Bad
Habits of
Poor
Listeners
Interrupting
Jumping to conclusions
Finishing speakers sentences for him
Frequently (abruptly) changing the subject
Inattentive body language
Not responding to what speaker has said
Failing to ask appropriate questions
Failing to give feedbacks

Communications Styles
Communication Styles
Passive Assertive Aggressive
Can’t speak up
Don’t know my rights
Get stepped on
Meek
Too accommodating
Talks softly
Gives “cold fish”
handshakes
Don’t stand up for
my rights
Avoid conflicts
People take
advantage of me
Trouble saying “no,”
then I’m angry and
resentful
Firm
Direct
Honest
Respect rights of
others
Recognize the
importance of having
my needs & rights
respected
Confident
Realize I have choices
Effective communicator
Can express my needs
Make good eye contact
Speak with firm voice
Loud
Bossy
Pushy
Dominating
Intimidating
Violate others’ rights
using power, position
& language
Must get my way
React instantly
Don’t care where or
when I “blast”
someone
Can be abusive
Vise-like handshake
I like to get even

SOURCES OF
INFORMATION
• Argyle (1967) Circle of
communication
• Shannon (1949) Model of
Communication
• Egan (1986) SOLER Techniques
• Stretch (2007) Communicating in
healthcare
• Bandura (1976) Social Learning
Theory
• Sir Francis Report (2013) Mid-
Staffordshire Trust
• Keogh Report (2013) Report on 14
Trust Hospital
• Health & Social Care Act 2008
(Regulated Activities) regulations
2014
• Egbujor (2020) Healthcare In
Practice

Objectives
LO2: Understand Professional
Relationships in Health and Social
Care
• The difference between
Professional Relationship and
Personal Relationship
• Working Relationships that a
practitioner will have
• The role of communication in
building and maintaining
professional relationships in

LO2.1
Different Relationships in
Health and Social Care
• Professional and
personal relationships
• Working within policies
and procedures
• Limits and boundaries
of professional
relationships
• Underpinned by health
and social care values
• Confidentiality

Professional
Relationship in Health
and Social Care
In health and social care settings,
effective work relationships are based on
professionalism and principles of care,
which require health and social care
workers to respect and promote the rights
of everyone they work with

Care Practitioner’s Responsibilities
You need to:
• Make sure that you are aware of, and follow
organisational health, safety and security procedures
before you start work
• Before you begin any work activities you must check
and use any risk assessments
• Examine the areas in which you work and any
equipment you have to use to ensure that they are
safe, hazard free and conform to legal and
organisational requirements for health and safety
• Remove, where possible, hazards that might pose a
health and safety risk to yourself and others

Your Responsibilities
• Take account of individuals’ needs, wishes, preferences
and choices, whilst ensuring your own and the safety
of individuals, key people and others when carrying out
your work activities
• Operate within the limits of your own role and
responsibilities, in relation to health and safety
• Where necessary, you seek additional support to
resolve health and safety problems
• Report health and safety issues to the appropriate
people and complete health, safety and security
records, according to legal and organisational
requirements

Duties And Responsibilities
Your duties and responsibilities include to assist people who need care
and support services with all aspects of personal care, and to
participate in daily activities of their choice, including:
• Washing
• Personal hygiene
• Dressing
• Assisting with meals
• Day trips
• Recreational/ leisure activities
• Crafts
• Reading
• Writing

Positive
Relationship
Developing a positive relationship with
individuals, their families and carers in health
and social care settings is important and
requires input from team members,
colleagues and other professionals who are
stakeholders in meeting the care and support
needs of individuals, their families and their
carers. Partnership working through the
development of positive relationships
ensures a best practice holistic approach to
care and support needs.

Professional
Relationship
Developing and maintaining good
relationships is central to improving
outcomes for individuals and their families.
Your role is to create an environment in
which people feel their needs are being
heard and understood. This requires
integrity, honesty and skill.
(SCIE, 2010)

Recording
and Sharing
Information
Using your organisational systems
and procedures to record accurate
information will safeguard both
service users and yourself. You
should record in a way that
distinguishes fact from opinion, is
transparent and respects the views of
those with whom you are working.
Your records should be evidence-
based, accessible and
understandable to others.
(SCIE, 2010)

National
Occupational
Standards
A National Occupational Standard (NOS) is a
document that describes the knowledge, skills and
understanding an individual needs to be competent
at a job.

Treating Individuals In Care
With Respect and Dignity
You need to:
• Treat and value each person as an individual
• Respect the dignity and privacy of individuals.
• Respect individuals diversity, culture and values
Work in ways that:
1. recognise individual beliefs and preferences
2. put individuals preferences at the centre of
everything you do
3. do not discriminate against any individual

Respect and Dignity
• Ensure that the service you provide is delivered equally
and inclusively
• Provide active support to enable individuals to take as
much control as they are able
• Identify and take appropriate action when behaviours
and practice discriminate against individuals
• Seek extra support and advice when you are having
difficulty supporting equality and diversity
• Ensure individuals have the appropriate information
about how to offer comments on the support and care
they receive

Duty of
Care
A duty owned by one to another to take
reasonable care not to cause physical,
emotional or economic damage. Duty
of Care in Employment: both employer
and employee have a common law duty
of care to each other, to other
employees and to those who may be
affected by their activities. This includes
exercising reasonable care in order to
protect others from the risks of injury,
death or health problems, or economic
loss or harm

Care
Certificate
Standards
Standard 6 is
Communication
Standard 7 is Privacy
and Dignity
Standard 14
Handling Information

Principles
of Care
To be Non-judgemental
To be Empathetic
To be Supportive
To be Genuine and Authentic
To be Collaborative

6Cs Care
Values
1. Communication
2. Caring
3. Compassion
4. Competence
5. Commitment
6. Courage

CQC
Standards
Safety (Protection from abuse and Harm)
Effective (Are you achieving the best
outcomes)
Caring (Are you demonstrating compassion,
kindness, dignity and respect)
Responsive (Are you meeting the needs of
your clients as it should be)
Well-led (Are you providing quality care
through good leadership, management and
governance)

LO2.2
Working
Relationships
For Health and Social care
Practitioner
Individuals
Parents and carers
Colleagues
External partners

LO2.3
The Role of
Communication
in Health and
Social Care
Building and maintaining professional relationships
Listening
Empathising
Decision making
Informing care
Concerns
Reassuring
Building trust
Confidence
Confidentiality
Positive personal regard

The
Standard
and
Behaviour
The Code of Conduct describes the standards of
conduct, behaviour and attitude that the public
and people who use health and care services
should expect. You are responsible for, and have
a duty of care to ensure that your conduct does
not fall below the standards detailed in the Code.
Nothing that you do, or omit to do, should harm
the safety and wellbeing of people who use
health and care services, and the public
(Skills for Care)

Code of
Conduct
For Care
Workers
1. Be accountable by making sure you can
answer for your actions or omissions.
2. Promote and uphold the privacy, dignity,
rights, health and wellbeing of people who
use health and care services and their
carers at all times.
3. Work in collaboration with your colleagues
to ensure the delivery of high quality, safe
and compassionate healthcare, care and
support.
4. Communicate in an open, and effective
way to promote the health, safety and
wellbeing of people who use health and
care services and their carers.
5. Respect a person’s right to confidentiality.
6. Strive to improve the quality of healthcare,
care and support through continuing
professional development.
7. Uphold and promote equality, diversity and
inclusion.

Benefits
of the
Code of
Standards
To be sure of the standards you are expected to
meet.
To know whether you are working to these
standards, or if you need to change the way you
are working.
To identify areas for continuing professional
development.
To fulfil the requirements of your role, behave
correctly and do the right thing at all times. This is
essential to protect people who use health and
care services, the public and others from harm.

Supporting
Personal
Relationships
Everyone has the right to have personal
relationships including people who
access care and support who might
have a physical or learning disability.
The workforce needs to have the right
values, skills and knowledge to support
people they care for to have positive
personal relationships. Employers must
think about what workers need to know
so they can create a development
programme for their organisation.
(Skills for Care)

Professional
Relationship
Key Practice
Points
The first contact you have with an
individual, their carer and family can shape
the nature of your whole relationship.
SCIE's e-learning resource on Forming and
maintaining relationships with service
users, carers, professionals and
others incorporates the voices of users of
services. It is designed to help you
understand the personal and professional
attributes needed to form and maintain
positive working relationships.

Professional
Relationship
Key Practice
Points cont.
• Whether with individuals, their
families, carers or fellow
professionals and colleagues,
relationships should be based
on openness, transparency and
empathy.
• Be aware of the boundaries that
need to be in place in your
professional relationships, and
ensure you operate within them.
• The General Social Care Council
(GSCC) Code of practice for social
workers contains everything you
need to abide by and be aware of
in your practice.

Professional
Relationship
Key Practice
Points Cont.
• Make sure you are familiar with
your organisational policies and
procedures for sharing and storing
information.
• Multi-agency working is crucial
when it comes to meeting the
range of needs with which people
can present. You need to be aware
of any multi-agency protocols and
ensure that your professional
relationships are conducive to
keeping the person at the centre of
your work.
• Understanding cultural and ethnic
heritage is essential to being
person-centred.
• Use advocates and interpreters to
facilitate your understanding of
people’s needs.

Active
Support
Working in a way that recognises
people have a right to take part in the
activities and relationships of everyday
life as independently as they can, and
so supports them by helping only with
what they really cannot do for
themselves

The Rights of
Individuals
• To be respected
• To be treated equally and not be
discriminated against
• To be treated as an individual
• To be treated in a dignified way
• To have privacy
• To be protected from danger and
harm
• To be supported and cared for in a
way that meets their needs, takes
account of their choices and also
protects them
• To access information about
themselves
• To communicate using their
preferred methods of
communication and language

Performance
Criteria
You need to:
1. Support individuals, key people and
others to identify short, medium and
long term communication needs of
individuals
2. Examine records and reports to enable
you to observe appropriately and
recognise changes in the individuals’
communication needs
3. Work with individuals and key people to
observe and monitor any changes in the
individuals’ communication needs
4. Observe and evaluate individuals’
communications when they are
communicating with: (1) yourself (2) key
people (3) others
5. Seek further help, advice and support
when the individual’s communication
needs change
6. Record and report changes to the
communication needs of individuals
within confidentiality agreements and
according to legal and organisational
requirements

Support Individuals
Communicate
HSC370 Communicate Using Technology
Elements of Competence
1. HSC370a Identify technological communication
needs
2. HSC370b Support individuals to communicate
with others using technology
3. HSC370c Help other people to interact with the
individual using technology
4. HSC370d Observe and evaluate the use of
technology

Objectives
LO3
LO3: Understand legislation,
policies, procedures and codes
of practice relating to the
management of information
• 3.1: The term confidentiality
• 3.2: Legislation, policies and
procedures relating to the
management of information
• 3.3: How the health and social care
practitioner maintains security of data
• 3.4: The tension between maintaining
confidentiality and the need to
disclose information

Legislation and Policy
Codes of practice and conduct; standards and
guidance relevant to the care environment in
which you work and to your own and the roles,
responsibilities, accountability and duties of
others when valuing and respecting people;
taking account of their views and preferences
and protecting them from danger, harm and
abuse.

Legal and Organisational Requirements
current local, UK legislation, and organisational requirements,
procedures and practices for:
• Accessing records and information
• Recording, reporting, confidentiality and sharing information,
including data protection
• Health, safety and protection of yourself, individuals, key people
and others
• Assessing and managing risks associated with your work
• Reporting compliments, comments and complaints
• Dealing with suspicions and disclosure of danger harm and abuse
• The protection of individuals from danger, harm and abuse
• The purpose of, and arrangements for your supervision when
dealing with abuse and protection

LO3.1
Confidentiality
Confidentiality means respecting
someone's privacy, and abstaining
from sharing personal or potentially
sensitive information about an
individual, especially if that
information has been shared in
confidence.
www.ena.co.uk/confidentiality

Confidentiality
Data Protection
Act 1998
To protect the collection,
storing, distribution, use,
processing, disclosure and
destroying of personal and
organisational information

Disclosure
of Personal
Information
• Name
• Date of birth
• The address of care user
• Profession
• Age
• Personal attribute and any other information that
may, under careful examination, may reveal the
identity of a person

The
General
Data
Protection
Regulation
(GDPR)
2018
The Data Protection Act 2018 is the UK's
implementation of the General Data Protection
Regulation (GDPR). Everyone responsible for
using personal data has to follow strict rules
called 'data protection principles'. They must
make sure the information is: used fairly,
lawfully and transparently.
https://www.gov.uk/data-protection

Disclosing
Confidentiality The handling of any personal and
organisational information must
be confidential, and can only be
disclosed by the request of a
court or police in pursuit of crime
and for the protection of the
public

Caldicott
(2013)
The Seven
Principles
To Share or Not to share
1. Justify the purpose(s)
2. Do not use personal confidential
data unless it is absolutely
necessary
3. Use the minimum necessary
personal confidential data
4. Access to personal confidential
data should be on a strict need –
to-know basis
5. Everyone with access to personal
confidential data should be aware
of their responsibilities
6. Comply with the law
7. The duty to share information
can be as important as the duty
to protect confidential
information

Data
Protection
Act 2018
Under the Data Protection Act 2018, you have the
right to find out what information the government
and other organisations store about you. These
include:
• To be informed about how your data is being used
• To access personal data
• To have incorrect data updated
• To have data erased
• To stop or restrict the processing of your data
• Data portability (allowing you to get and reuse
your data for different services)
• To object to how your data is processed in certain
circumstances

LO3.2
Legislation,
Policies
and
Procedures
• The Management of Information
• Care Act 2014
• Health and Social Care Act 2012
• GDPR
• Human Rights Act 1998
• Common Law Duty of
Confidentiality
• Policies and Procedures
• Codes of Practice
• Health and Social Care Act 2008
(Regulated Activities) regulation
2014

LEGISLATION
AND
REGULATIONS
Data Protection Act 1998
Freedom of Information Act 2005
Health and Social Care Act 2008
(Regulated Activities) Regulations 2014
Care Quality Commission (Registration)
regulations 2009
New Fundamental Standards 2015
Code of Practice

Legislation
and Policies
Health and Safety at Work Act 1974
Equality Act 2010
Human Rights Act 1998 (October 2000)
Provision and Use of Work Equipment
Regulation 1998 (PUWER)
The Workplace (Health, Safety and Welfare)
Regulations 1992
Safeguarding Vulnerable Group Act 2006
Manual Handling Operations Regulations
1992

Responsible
Organisations
• Department of Health
• Information Commissioner’s Office
• Care Quality Commission
• Skills for Care
• Skills for Health
• Equality and Human Rights
Commission
• International Development (Gender
Equality) Act 2014
• Health and Safety Executives

Common Law
Duty of
Confidentiality
In practice, this means that all
patient or client information,
whether held on paper,
computer, visually or audio
recorded, or held in the
memory of the professional,
must not normally be
disclosed without the consent
of the patient or client.
(DoH, 2012)

GDPR
The General Data Protection
Regulation (GDPR) is the toughest
privacy and security law in the world.
Though it was drafted and passed by
the European Union (EU), it imposes
obligations onto organizations
anywhere, so long as they target or
collect data related to people in the
EU. The regulation was put into effect
on May 25, 2018. The GDPR will levy
harsh fines against those who violate
its privacy and security standards,
with penalties reaching into the tens
of millions of euros.
https://gdpr.eu/

The
Legislation
Health and Social Care Act 2012
• https://www.ncbi.nlm.nih.go
v/pmc/articles/PMC4523576/
Care Act 2014
• https://cpdonline.co.uk/know
ledge-base/care/care-act-
2014-principles/
Human Rights Act 1998
• https://www.equalityhumanri
ghts.com/en/human-
rights/human-rights-act

LO3.3: Maintaining
Security of Data
• Work within the policies and procedures aligned
with current legislative practices
• Verify identification
• Password
• Consider method of transmission
• The environment
• Need to know
• Accessing, storing and sharing information
including online and paper-based records

LO3.4: The Tension Between
Maintaining Confidentiality
Maintaining
Confidentiality and the
Need to Disclose
Information
• Duty of Care
• Consent
• Need to know

National
Occupational
Standards
Links Care Certificate Standards
Standard 6: Communication
Standard 7: Privacy and Dignity
Standard 14: Handling
Information

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