501 notes

1.4 - By assessing the situation, and implementing a plan initially we can quickly establish what
needs to be done. By doing this we can see any barriers, which may arise. When dealing with a
client a plan of care will identify the problems and what they would like to achieve. By working
with everyone within the multidisciplinary team appropriate assessments with Speech Therapists
for example can arrange the necessary aids, training if necessary for staff to understand food
consistencies, how the client is to be seated and that they are mindful of the clients needs.
Working with all professionals, interpreters, audiologists, GPs etc, as a manager ensuring staff are
adequately trained in all areas and mandatory training is up to date can eradicate many issues.

3.3. Propose improvements to communication systems to support partnership working.

Collating or collecting information is essential in monitoring the effectiveness of the communication
systems. We can collect the information observing, getting feedback from others and recording
information. So we need to work with others to identify ways to support the continued
development of communication.
Care professionals communicate with colleagues and other professionals in many contexts every
day. Effective communication requires personal and professional respect for others, trust in the
judgement and values of colleagues, good verbal and listening skills.
Care professionals may communicate formally and informally with colleagues and others working
in partnership. Effective communication and interactions enable people to work more efficiently
and to collaborate with and support each other in t...(

1.1 Review the range of groups and individuals whose communication needs must be addressed in
own job role
Being able to communicate effectively builds trust, respect, enhances learning and accomplishes
goals. Within my job role the level of communication I have to uphold has to be one of massive
importance. I have a role of great responsibility dealing with service users and their families or
advocates, internal staff and external agencies. Therefore, my communication has to be clear and
concise whilst I am conveying instruction and information. I consider communication to be successful
when the desired objective is attained. All communication has a purpose, whether to inform, to
convince or to serve some other purpose; communication is what ties all departments within our care
home together.
1.2 Explain how to support effective communication within own job role
We communicate as much or maybe more through body language as we do with words. This includes
facial expressions, eye contact, our stance or movement of arms, hands and legs. E.g. Effective body
communication could be an open body stance, focusing your eyes on the service user or individual.
Whereas crossing your arms or legs, sideway glances could block effective communication.
1.3 Analyse the barriers and challenges to communication within own job role
Always ensure that they can see your face, that you speak slowly and clearly and you speak to them
in a way that you would like to be spoken to yourself.
Obviously you will know of any impediments (hearing/sight etc.) so assuming you are dealing with an
elderly person with adequate sight and hearing then it is just a case of the same sort of
communication skills that you would use with anyone.

When you ask a question - WAIT for the answer, even if it might take a little longer to come than you
would like.
1.1 Review the range of groups and individuals whose communication needs must be addressed in
own job role
Developing excellent communication skills is absolutely essential to effective leadership. The leader
must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others.
If a leader can't get a message across clearly and motivate others to act on it, then having a message
doesn't even matter." Gilbert Amelio
President and CEO of National Semiconductor Corp.
The above statement makes a huge impact, and in the role as manager this is so true.
Communication both professionally and personally starts with considerate, open and honest
foundations. My team includes over 50 staff members without including the many visitors, and
members of the multidisciplinary team.
Everyone is different and should be treated individually; you learn very quickly peoples individual
communication styles. You are dealing with a wide range of personalities and abilities and your own
communication style has to deliver to a diverse group with differing skill sets, and communication
abilities.
My level of communication within my job role is of extreme importance with regards to the client who
should be at the heart of all communication around any establishment or company. Dealing with
people with hearing impairments, disabilities, cerebral palsy to name a few, it is essential my
communication is clear and not lengthy.
Effective communication is what enables all the different departments to work well within the
organization including liaising with external agencies and individuals such as the CQC, Social
Services, Continuing Health Care, Hospices and health professionals.
It is also essential that whatever the form of communication, be it written, electronic, organizational,
promotional, verbal, non-verbal, confidentiality is maintained.
UNIT 501
Review the range of groups and individuals whose communication needs must be addressed in own
job role. There are a wide range of groups and individuals who I communicate with on a daily, weekly,
and less frequent basis within my role as hospitality manager at ECC. These include other managers,
support workers, clients, support workers, domestics, sales reps, visitors to the site and sales order
staff. I communicate with all of these people in writing and verbally and also by listening. I have to
utilise different skills when communicating with the different individuals mentioned, for example clients
may need to feel valued supported and understood when I am looking at their dietary needs, I may
need to adapt the way I communicate to ensure I am understood, using Makaton for example when
talking to some clients. Barriers to communication may occur if I do not assess how to communicate
with every individual I have to deal with. When I am speaking with people who I am the manager of I
need to know they understand my instructions, and understand that as their superior they have to do
the duties that I request of them, this also has to be communicated with a mutual air of respect to
ensure people are happy to carry out the tasks I have requested of them. I am happy to use visual
aids and also to communicate by example, therefore if I am discussing an issue with the domestics I
will quite happily show them what is required and how to achieve the desired result to ensure there is
no misunderstanding of the request. It is also vital that I listen to their suggestions and ideas and act

upon them to ensure they are always happy and comfortable communicating with me. When talking to
parents it is important to portray empathy and understanding as opposed to sympathy. Listening to
what parents have to say is vital to ensure the client receives the best care available in the eyes of the
parents especially. Talking to other managers requires mutual respect
1.1
Effective communication is paramount within my job role as team leader. Groups and individuals whom I must
communicate affectively to, include; my clients, my team, volunteers, visitors, families and also external
agencies.
Communication is key to a successful business and with affective communication skills; one can gain trust and
confidence within the working environment. It also enables me to advise and to further my knowledge.
1.2
Within my own job role I support effective communication on a daily basis. Interpersonal skills enable me to
interact, resulting in successful communication. Positive relationships with families, friends and my clients are
vital in order to meet the individuals needs and compile their care plan.
I may share information with health care professionals on a one to one basis and/or with my client also
present.
During residents monthly meetings, I am able to talk within the group, whilst also ensuring that each
individual can hear and understand me. I also encourage residents to speak; this in turn builds their confidence
and trust towards me.
My body language is very important. I use open gestures, friendly face and one to one eye contact.
1.3
My day to day routine poses various barriers and challenges with regards to communication. Some may be
medical and mental issues, whist also; there are environmental barriers which may affect ones communication.
Many of my clients are deaf or partially deaf, meaning they may not always hear me when I speak to them.
Some have poor eyesight also, which means a completely different approach would be required, a gentle
approach.
Those with dementia do not always understand the simplest question or instructions.
The environment, in which I communicate in, may cause a barrier also; such as noise from groups, TVs and
radios being played loud.
1.1: Having the ability to communicate effectively builds respect, trust, improves working relationships,
learning and outcomes. Being able to communicate well is at the upmost importance within my job role. The
need to be clear and concise and using correct terminology social workers, doctors, health professionals,
colleagues and managers is vital for open lines of communication. In retrospect its equally important that I
understand what is being communicated to myself by these health care professionals using medical
terminology, for example to ask what does that mean if the terms are unfamiliar, the ability to listen, retain
and respond appropriately to the information received. Using all of these different ways of communication, aids
me to develop effective relationships within my working environment.
With the service users to reflex the language they use, to break down the information to enable them to have a
good understanding, for example using pictorial methods to promote choice and independence enabling me to
understand what it is they want and need. I would also use this to help them understand which staff will be
working with them, help them understand they have appointments with the doctor or hairdresser and so on.
Within my working environment there are two types of communication methods we use with families and
relatives. This is due to different backgrounds and relationships they have with them. For example one service
user is very involved with his family and is very open with them and wants them to be involved in most aspects
of his life, but we respect his decision that he would like his family to be on a need to know basis. There are
guidelines in place which I follow when dealing with another service users family

Unit 501
Use and develop systems that promote communication.
1.1 In my own job role being able to communicate well builds trust and
relationships between staff and residents. In my job role the way I communicate
with residents is important as I must ensure they receive the correct message,
the correct method they prefer. I also deal with residents families and social

workers therefore my communication must be clear and understood whilst

talking to all involved.

1.2 In my job role supporting adults with learning difficulties, my

communication is to the individuals preferred method and this develops good
relationships with all residents and other professionals outside of the company. I
use many ways of communicating within and out of the unit. This helps me to
share information as a group, 1:1, written, posters and pictures. Within the
company we use email as a main way of communicating with fellow staff across
the board. I would ensure I phoned and overcome any barriers before
communicating to deliver in the best way to aid communication.

1.3 There are several barriers in my job role:

1. Environment Distractions by background noise, other residents talking over
you. The television being too loud.
2. Use of Jargon This could over complicate unfamiliar words or terms.
3. Language In my unit we have overseas staff whos language isnt fluent
English this may cause a barrier.
4. Cultural Differences Can be difficult as there are so many different wishes
and beliefs today.
1.4 As a Deputy Manager I offer staff one to one supervisions to discuss any
issues. We also have monthly staff meetings for all staff to put forward their
thoughts on how to promote communication with in the unit. The unit offers
English lessons on a monthly basis for all overseas staff to attend if they wish to
do so. We fill in monthly reports to HR to keep them up to date with staff sickness
levels. I also will leave messages in the staff to staff book for all staff to read.
This is a huge help and is successful with communicating with all. Staff ensure
they read the communication if they have been on annual leave for some time.
1.5 In the unit we have a speech and language therapist who created
individual communication passports for all residents. These give new staff all the
individuals preferred ways of communicating. Also we use a Key Fob system with
flash cards and we encourage staff to use them regardless of the individuals
level of communication. We also have a communication board in the lounge we
use pictures of staff and the activities that are happening on that day and
encourage the residents to look at the board each day. Also those residents who
have understanding have boards in their rooms and staff encourage the
residents to fill in the date and month.
2

2.1 In my job role I evaluate and look at the communication aids we have in
place on a monthly basis. If any changes I feel need to be made to the
communication passports I would contact the speech and language therapist.
Also the speech and language therapist will send out new communication forms
for the key workers to complete to ensure the information in the passports are up
to date and correct. We also discuss the aid/tools in the monthly key worker
meetings.
2.2 Since the new management have been in place communication has
improved with all staff and residents. Training will be provided and will be look at
and monitored to ensure we identify any additional training for individuals
needs. I would monitor these by supervisions 1:1 communication.
2.3 I would propose any changes to my manager or ideas I have. I would then
discuss in a staff team meeting in order to collect other suggestions from the
staff team. I would take minutes from the meeting and email them to the speech
and language therapist for her input to the proposed changes.
2.4 Once I had been on the appropriate training I would ask staff into a training
session held by myself. I would deliver the information to all staff and I would
monitor the changes to see if staff have understood the changes and information
I had delivered.
3
3.1 In my job role I send out the stakeholder questionnaire once a year to all
outside professionals who are in contact with Furze Mount in any way i.e. social
worker, dentist, doctors and residents families. I am also involved in leading
residents review meetings which involve their families and social workers who we
have a good working relationship with. I also contact the social worker at all
times and keep them updated with the residents health needs.
3.2 The stakeholder questionnaires are a good way of gathering feedback from
outside professionals and residents family members. These are to promote the
sharing of information and experience between social workers and families and
us the care provider. The feedback is sent back to The Head of Regulation and
Compliance who will then share the feedback in a meeting with the company
owner. Residents reviews are held every six months one internally and one
externally. These are about the residents and setting achievable goals for the
next review. The social worker is able to ask staff questions they wish and we will
answer to the best of our ability.
3.3 To build good relationships between us the care provider, social services
and residents families we often have open days at Furze Mount for all to attend.
Promoting personal contacts to ensure better access to services and better
sharing of information. Also by getting to know all individuals by name this
provides continuity for all involved.

4.1Confidentiality is important and that information is only accessed by those

who are authorised to have access to it. Confidentiality must be maintained at all
times for individuals privacy and dignity.
4.2 It is important to maintain confidentiality, however at times confidentiality
must be breached in order to protect an individual if they confide in me
regarding abuse. I would inform the individual I would have to pass the
information on as it would be in their best interests to do so. This could be
damaging to your professional relationship you have built with the individual.
4.3 In the unit all staff folders are in the managers office and only accessed
when the managers available. The manager and I are the only ones with the key
to the office area. The manager and myself also use computer at all times to
store information that is password protected and only we know the passwords.

1.1 There are a range of people that I support that have communication needs
that need addressing, some service users have high capacity and can verbally
communicate with minimal assistance, however they can need support in
wording their feelings and emotions in appropriate ways. Some people prefer to
write things down instead of speaking as they can feel afraid of voicing their true
opinions and feelings. Some people use sign language or basic makaton to
communicate staff will be placed on training to support an individual with this
specific need so that communication is as effective as possible. I also work with
people that cannot verbalise and use other methods such as PEC symbols which
are pictures that explain words and feelings, in my role I can show the staff how
to use these effectively with each individual, which PECS that person relates to
more, how big the pictures should be if adding symbols to their system and how
to verbally reinforce every picture shown. Some people I work with cannot use
PECS or verbalise and they rely on objects of reference which means showing
them the actual object or guiding their attention to the place they need to go.
These people can become confused during this process so it is vital that staff
have good knowledge and training to work with people that have complex needs
like this so that they minimise anxiety and ensure the person feels that they can
be understood. Its important that I teach the staff the best practise ways of
working with the individuals and that they attend additional training if needed
that is specific to that person, and it is also key to build up a good working
relationship with the person so that staff can recognise any facial expressions
and body language that may indicate more of what that person is trying to
express. I communicate with the service users families verbally to ensure face to
face contact is made weekly as they prefer this and to do this I ensure I have
built up a good relationship with the family whereby they can feel comfortable in
approaching me any concerns and that I am always going to take them seriously
and I that remain professional and understanding. I have to communicate with
the management team and sometimes this can be over email instead of face to
face as they can prefer to ensure instruction is documented clearly to avoid

confusion. I communicate daily with the staff team, my communication varies

from staff to staff as every staff member has an individual learning style and
some people prefer formal approaches and some people prefer informal
approaches. My team leader prefers to have lists of instruction of weekly tasks
etc as she can find verbal instruction leaves room for error, I tend to email
information to the team leaders and the staff that have extra roles like key
working or being responsible for an area of the home have written lists that they
can refer to. I communicate with professionals involved in service users care and
most of the professionals I work with communicate verbally in meetings, over
email or telephone.

1.2 - There are many ways that I support effective communication within my
role, firstly I ensure that my understanding of the needs of the individual are
effective and I continue to work on best practise ways to work with that
individual and go on any additional training needed so that I set a good example
and am working as best I can with that person, which I also need so that I can
teach the staff the correct methods. I review the care that is given regularly and
in doing this can recognise if any areas of communication have arisen whereby
we need to implement more or less support to that person to ensure they are
satisfied with how they are communicating. I ensure that with the staff team I
support them in their preferred methods of communication

as some staff like to have verbal instruction and some staff prefer to have lists of
instruction written down for them to work off through the week. I ensure that I
am consistent with my approaches and that the needs of the staff are met by me
being vigilant in good communication. I ensure that I read and reply to all the
emails I have and respond to family or professional correspondence promptly
and consistently so that any issues and concerns are dealt with immediately. I
ensure that I remain professional and note any communication needs I feel are
present with staff or professionals to act on this accordingly so that
communication remains effective. I have took part in meetings with families in
the past where they feel that communication has broken down and they have
issues that they wanted to raise formally to ensure management was aware of
their opinions.

1.3 Some barriers arise with communication in my role, the main one I feel
occurs is time spent with every staff member each week to ensure that have all
had one to one support that week in person, sometimes tasks set or critique
needed occurs later than expected due to the daily needs that arise in the home
that week that takes my attention elsewhere such as unexpected inspections or
a high level of meetings. I have to time manage as appropriate to ensure that I

address all issues and that face to face communication remains at the forefront
so that problems are dealt with immediately and the staff team know I am
present and ready to support them instead of having email or written
communication more than verbal. Some staff members have communication
barriers whereby they prefer written instruction as oppose to verbal, which I
ensure I carry out for them. Barriers arise with family sometimes as some
families can be unapproachable and reluctant to accept some care practises
given to their child or family member as from advice form external parties, this
has been challenging in the past as I have witnessed communication break down
with a family and the senior of the home which lead to further problems arising
and meetings being held to mediate. Some service users present challenges
when their communication needs differ, which needs reviewing and assessing to
see what support needs changing or if extra support is needed, sometimes
barriers can occur with gaining help in terms of communication needs and
waiting for referrals for external input. Sometimes service users who have
complex communication needs present barriers in which it is difficult to fully
understand their wants and needs and whether they are happy with the care
they receive, sometimes they do not wish to communicate in their chosen
method but this also indicates that something may be wrong and needs input.
Professionals I communicate with can sometimes pose barriers as I have to cater
to all their needs and preferred methods of communication, some professionals
prefer written evidence where as others just want verbal. There are no
professionals I work with that have specific communication difficulties.

1.4 There are strategies to overcome communication barriers, for example

with a service user they can be referred to a speech and language therapist so
that professional input can be sought for more complex needs. If there is a
communication barrier in terms of myself to a staff member for example they are
struggling with understanding just from me verbally guiding them, I would call a
supervision and note down the areas where communication is breaking down and
the best ways I can support the person but also what they need to do to achieve
effective communication with me, we would discuss writing things down and
having lists on email or paper copies for them to work off and I could place them
on specific communication training. If there is a communication barrier with a
family for example a parent is deaf, a signing translator will be brought in for
meetings so that communication is effective and the needs are met to ensure
that the person can be involved correctly. If there is a communication barrier
between two staff members a mediation meeting can occur with myself and the
management team and the two staff whereby they get the opportunity to air
their issues in a calm situation that is being overseen by management to control
the situation from getting out of hand.

1.5 - People use different communication depending on their needs, I use

verbal communication with the staff team, service users and management to

meet their needs and also written in the form of paper copies or emails to staff
and management so that I have evidence documented and I prefer using lists to
work off so that I have visible plans. People that use non-verbal may use PEC
symbols or sign language this may be because of their capacity or whether
they have a disabilities that affects their hearing or speech. Some people can
prefer to use only electronic communication so that they have documented what
they have said or because they can feel uncomfortable in a one to one situation.
Some management can address issues as a group instead of having to spend
time separately with each individual; this saves time and also ensures that all
people have been informed. Some staff prefer to be spoken to in a closed private
environment where it is formal and documented whilst others prefer to have it
informal so they do not feel under pressure and where things can be raised in a
more relaxed atmosphere which does not make them anxious.

4.1 There can be times when it is needed for information to be shared between
parties that want to know and parties that need to know and this can cause
tensions between the care providers and families or professionals. Legally we are
not permitted to provide information over the phone as we do not have
verification that who we are speaking to has permission to have this information,
therefore problems can arise when asking for proof of identity or for information
requests to be faxed over. We also need authorisation when giving out
information that the person is on a need to know basis and has authority to gain
access to this information. Issues can occur also when information is needed
quickly but for legal reasons the process of giving out or receiving information
takes longer due to restrictions on data protection. Ethical tensions can occur
between families as I have experienced a situation when a service users next of
kin specifically stated that a member of the extended family is not to have any
information on the service user which caused a lot of friction between that family
member and the staff team who they were speaking to when they were phoning
up and requesting information. Also there have been situations when a service
user does not wish their parents or next of kin that visit them to know certain
things that have happened that week regarding behaviours or incidents etc
which causes tension for the staff and the next of kin as they want to know but
the staff have been asked to withhold the information. In the event of a report of
abuse that can cause huge tension as if the service user reporting has asked the
staff member not to say anything but the staff member has a legal obligation to
report it further that can cause the trust between them to break down and the
relationship to suffer as a result of that staff member trying to do what is best for
the person against their wishes.

4.2 The features of information sharing agreements within my organisation are

that only people on a need to know basis have access to information. We do not
share information about service users to staff or management teams in other
homes across the site. We do not share service user information with other

departments in the company such as HR. We share direct information with the
higher management team about the service users if something has happened
and they need to be informed of it like an incident or a meeting is due and I will
discuss service user related issues with the staff team in the home that work
with those people. Service users that have capacity to consent will be consulted
before any information has been shared and service users without consent have
a wide multi-disciplinary team involved in their care and they will discuss
whether the information is required to be shared for the best interest of that
person.
Generally, people involved directly in a service users case have access to all
documentation related to that individual. All service user documents are stored
in lockable facilities as they are classed as legal documents. We adhere to
company policies and procedures in relation to data protection and
confidentiality.

NOT ACTIVELY LISTENING- I respect that if a resident does not want to listen then
I have to respect this but I ensure that I use all available tools or training to
overcome this barrier I pro-actively use positive and open body language,
restating, paraphrasing, summarising and questioning. All of these tools will
show that I am listening and that they have been heard and their feelings
acknowledged.

BRINGING MY OWN MOOD OR PROBLEMS INTO THE WORKPLACE- I ensure that I

dont bring negative mood into work and if necessary I will take time out to
reflect and ensure that I am my negative mood change to a positive mood as I
know negative energy can have a domino effect so if I show a positive energy,
happy and upbeat attitude this will rub off on my staff and residents. In turn
this will boost staff morale and work as a whole unit in positive attitude and job
satisfaction.

ENVIROMENT IN WHICH COMMUNICATION TAKES PLACE- I ensure that the

environment is suitable by ensuring it is clean, comfortable, quiet and not
encroaching on personal space which ensures that when communication takes
place the environment is of positive energy and not negative we have a
conservatory that I know meets the needs of any communication that may need
to take place for appraisal / meeting the room also needs to be free from
interruption

WRITTEN COMMUNICATION- I have many times informed staff in the message

book that all written communication needs to be clearly written and in black ink,
correct and written as soon as possible and not left, up to date, stored in the
correct place and read and understood by everyone necessary. When this is done
it means fewer mistakes are made and needs of resident are picked up earlier
rather than later then Carrickfinn works as a whole unit and to the best of its
ability I also carry out audit to ensure the records are correct and legal.

Explain how you use different means of communication to meet different needs
At Carrickfinn I myself and my staff use and are confident in a whole different
range of communication to meet different needs i.e.
ELECTRONIC- As deputy manager I need to keep in contact with a lot of people
that arent actually in the care home; this could be anything from sales reps to
medical staff to training organisations. I find the most convenient way to do this
is via e-mail. Evidence 2 Evidence 5

WRITTEN- In Carrickfinn there is a lot of written paperwork and documents to be

completed and this can be anything from service users charts and reports, staff
appraisals, care plans and records, financial audits etc. I ensure that all written
communication is neatly written, detailed, up to date and stored securely in
accordance with company policy in relation to patient confidentiality and the
data protection act we use a care management system at Carrickfinn which
myself and Mary the manager keeps updated and we will then print and add to
the appropriate file or give to the person

VERBAL COMMUNICATION- I can adapt the way I speak and words I use
dependant on the situation I am in. Sometimes it is quite easy to fall into speak
using long words or phrases. Slowly
One of the resident finds it hard to understand my quick talking Irish accent so I
have to speak very slowly to them so that they understand and therefore I am
meeting the needs of that resident

NON-VERBAL COMMUNICATION- I Use non-verbal communication just as much as

verbal and written communication to my staff. Understand how Non-verbal
communication can mean more to a resident than the actual words spoken as
they feel you are going the extra mile to make them feel heard, valued and even
loved. Some forms of non-verbal communication can be quite simple such as eye
contact, if you make eye contact during communication it shows that you are
really listening and hearing the persons words, but I am also aware some people
are not comfortable with a lot of eye contact and always try and mimic the

amount of eye contact they give me. This is so they do not feel I am staring at
them. So when I communicate with anyone whether that is staff or service user I
always have an open posture and body language which means no crossed arms
or legs as this can be deemed as disinterested or defensive. I am also aware of
personal space and boundaries when I am communicating with anyone, too close
could make the person uncomfortable yet too far away could be classed as
disinterested.

Range
This may include:1.5 Means of communication
Verbal, non-verbal, sign, pictorial, written, electronic, assisted, personal,
organisational, formal , informal, public (information/promotional)
Learning outcome 2 - Be able to improve communication systems and practices
that support positive outcomes for individuals.

2.1 Explain how you monitor the effectiveness of communication systems and
practice
I do auditing as a means to show the effectiveness of the Communication within
Carrickfinn I audit for example

Message Books

Care Plans

Email address

Medication Sheets

Room Audit

when it come to written communication which is used daily to inform others what
has happened throughout the shift, and I use the message book or hand over
sheet if needed to give instruction to the team which will in increases the
standard of communication and care.
A communication book is set up for support staff to follow which they are
expected to read at the commencement of each shift, again it is usually quite
formal giving instructions and sometimes as a small means of appraisal for
myself to pass on information to staff that I may not see as they are on other
shifts

Staff are expected to read and sign the messages in the book to ensure they
have been received this is monitored when I audit the message book if I find
Information incorrect or wrong this is brought up in staff meeting and
supervisions

2.2 Explain how you evaluate the effectiveness of existing communication

systems and practices.
Mary and I have been evaluating the communication systems in the home since I
joined the company in February we have now established and agreed the
methods of communication and support which our home provides to individual
living at the home we understand that evaluating the effectiveness of
communication ensure that effective communication skills agreed and acted
upon. If the communication need of a resident changes then this needs to be
assessed so that the correct support is provided. As the Deputy manager I will be
expected to recognise and act on changing needs to the residents
communication skills. As before, this can be done by monitoring feedback from
staff, resident and MDT who are involved in the residents care and by observing
the resident when they are communicating with myself, staff, family or friends.
By monitoring all the information whether this is from Message Book, MDT
Meetings Care Plans I am able to evaluate that communication methods are
effective and met the need or changing needs of the resident.
For example If I noticed

Music Being played louder

TV sound level higher than now

Having to speak louder to draw the attention of the resident

By evaluating the effectiveness of the communication systems and practices

between resident, staff and management. I understand it is important for us to
have regular meetings so that everyones views and opinions are discussed and
valued. Other communication methods at Carrickfinn include:

Communication books

Notice boards training opportunities

Handover discuss changing need of residents illness act

Care plan

Supervision -

I ensure that every Month myself or Mary review and audit all the care plans to
ensure that the method of communication are meeting the needs of the resident
and also that the care plans are being writing up accordingly to the law this way
we also see if the system for recording and collecting informing is effective for
example service user meetings at Carrickfinn one of my main considerations
staff and myself are aware that residents need to understand they have the
same rights as any other citizen and to encourage them to voice these right in
the meeting but at Carrickfinn these are not always held due to the capacity of
the most of the residents so yes we give reassurance and try to encourage the
residents to get involved but this does not always happen due to various barriers
this includes medication, mental health and physical condition. Families are also
invited to give their opinions are valued but most of the resident dont have
living relatives around
Evidence 6
Another way for myself as deputy manager to ensure the network of
communication is monitoring and observing informal discussions with clients and
staff whilst holding social activities or holding one to one meetings with the
resident

2.3 Explain how you propose improvements to communication systems and

practices to address shortcomings.
I Have a open door policy at my home where staff can always come and suggest
any idea that may improve any aspect of communication or care as they are the
ones that are on the floor dealing with resident and the communication systems
in place also I am always evaluating the success of the communication systems
by way of auditing the likes of care plans and message book and their effects on
staff, resident and appropriate people who relay information to meet the needs
of the residents in my care for example I found that when the ambulance crew
arrived at the home information relating to medication was failing as the
information was either not there or the staff could not find it quick enough and
the ambulance crew could not wait around until all the information was copied so
I introduced an ambulance pack for each of the resident to be handed to the
ambulance crew I also monitor communication issue in staff supervision, both
formal and informal where each member of staff is given the opportunity to
spend time with myself or Mary to have frank and open discussions. Supervision
will include managerial roles, training needs and supporting needs and ways to
improve the service all appear to be an extremely effective way of ensuring staff
satisfaction at Carrickfinn and its residents.

Time team meetings are effective because all parties feel they have taken an
active role in decision making and possibly making decisions about their future...
Evidence 3
With regards staff communication systems and practice, it is important to
evaluate these on a regular basis in order to address any shortcomings.

All staff have to attend training regarding completion of communication

records and confidentiality

All Staff are aware of the complaints procedure in the workplace and have
the knowledge of who they need complain for themselves or a resident

All staff have regular supervision and are able to voice concerns

team meeting where everyone can discuss any concerns

2.4 Explain how you lead the implementation of revised communication systems
and practices.
I Lead the way in revising all system in the home by talking to the staff; residents
and appropriate people concern by way of feedback I understand with any
system no matter how positive the approach taken one can assume theyre to be
an amount of conflict. What is important is to deal with these situations in
positive manner.
If conflict is occurring between two staff members then supervision with the staff
member concern with either myself or Mary who will act as a liaison person to
ensure compromise can be reached this will go a long way in easing situation.
Conflict can never be completely erased but I manage it in the best possible way
For example two member of our staff involved in a relationship fell out and this
was having an effect on staff moral as staff felt like they were have to take side
due to a bad atmosphere when these two were on shift together I ask to speak to
one in the office and phone the other on the phone as she was not on shift at the
time I explained if they were not going to be professional then
1 I would change their shift to ensure they had limited time together
2 go down the disciplinary route if this situation continued

The outcome was they resolved their differences and are actually back together
in a relationship although it took time
We hold staff meeting to ensure everyone is involved if necessary we have held
training session to meet needs of everyone involved

I use different strategies such as staff meeting; supervisions and one to one to
ensure everyone is keep up to date before I implement any new systems.
Something that may happen within units is long standing conflict whereby people
take sides and become intent on winning rather than finding a solution.
I feel that I can manage conflict within my role as I have completed a course in
conflict management level 2 as up until last year I am a registered door
supervisor and one of my role is to deal with possible aggression in the
workplace
But it sometimes depends on the person Im dealing with and my own awareness
of my reaction to stress and the reaction to others. I will listen, openly discuss
and question before reaching my solution. Evidence 9.a and 9.b
Also my reviews would reveal

findings

Recommendations for change

Financial implications

Who will benefit and how

Target dates