INTRODUCTION

This assignment is about communication which is a two way process involving the sender and
receiver. In health and social care it connects people together. This assignment would focus on
theories and communication skills in health and social care. It would also review methods of
dealing with inappropriate interpersonal communication between individuals in health and
social care. Analyse the use of strategies to support service user and explain how the
communication process is influenced by values and cultural factors. It would explain how
legislation, charters and codes of practice impact on the communication process and analyse
the effectiveness of organisational system policies in promoting good practice in
communication. Suggesting ways of improving the communication process and access and use
standard ICT software packages to support work in health and social care. It would also analyse
the benefits of using ICT and how legal consideration have an impact on health and social care.

1.1Apply relevant theories of communication to health and social care contexts

There are various theories in health and social care these theories are behaviourist theory,
operant conditioning theory, cognitive theory and social learning theory. Behaviourist theory
is a process whereby learning is based on ideas that all behaviours are acquired through
conditioning. Responses to the environmental stimuli shape our behaviours. In relation to the
case study of Jessie behaviourist theory can be applied because the response she got from the
nurse and doctor had a negative impact on her and she felt bad, uncomfortable and insecure.
Operant conditioning theories is associated with the theory of Skinner. “This theory has two
types of reinforcement: positive: when the consequence follow a particular behaviour is
experienced as desirable and negative:this is when a behaviour result that removes something
unpleasant” (Stretch, B. 2007). In relation to the case study the reinforcement is negative which
brings unpleasant making Jessie feel bad about the overall services provided to her. If the doctor
have behave more pleasured and approached Jessie would have feel more relax and

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comfortable. Jessie felt that the doctor and nurse behaviour was not appropriate which created
a bad impression about the hospital in Jessie mind. Social learning theory is when observing
someone behaviour or skills. This should have been applied to improve the relation between
Jessie, nurse and doctor (Bandura, A.1974). The nurse should have be a good role model that
is to be competence and able to behave in a positive way promoting the image of the hospital.
She can observe other nurses to understand the skills needed for communication. Social
learning theory can be apply to the you tube case study the healthcare assistant should have
observe other staffs on how to take care of dementia service user and how to respond to their
needs. It also gives the service user the right impression of the nursing home.

1.2 Use communication skills in health and social care.

Communication is a two way process between the sender and recipient. “Communication
allows us to interact with other people and form relationships with them” (Michie,
V.2004).When message and being transmit through the channels. The communication skills
involved are listening, questioning, paraphrasing, reflecting, explanation, summarizing,
consultation and mentoring. Good listening skills involved hearing what the other person say
and thinking what to say which call active is listening. In relation to the case study of Jessie
the doctor did not listen to her or understand her body language which put more stress on the
service user. In my place of work good listening helps me to understand what the service users
is saying and gives me the important information that can help me to provide a better care. It
also reduces errors and time. The doctor was not aware of Jessie body language and his
behaviour was inappropriate and unprofessional. The doctor did not listen or use open
questions to communicate with the patient. Open questions allow the patient to express their
feeling and opinion. The nurse behaviour was in appropriate she should have been polite and
help Jessie to fill in the form. At my place of work listening to the service users helps me to
know more about the service users and to deliver a better care. Goods doctor-patient
interpersonal communication has the potential to help patient’s emotion and facilitate better
care. Also if the service user has difficult in understanding what is being told to him I call the
nurse in charge to explain it to him more or ask a an interpreter to translate it. My appearance
and behaviour at work can send the right or wrong information to my colleagues or service
users. The service users body language can send an information weather there are comfortable
or in pain. At my place of work to monitor the patient blood pressure and heart rate I have

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used the monitor to communicate how patient blood pressure is, which is written, sign and
dated in the observation chart. It should be clearly, accurately and readable (Stretch, B. and
Whitehouse, M.2007).When communicate with patients sometimes my tone of voice is high
so I try to slow my voice and carefully speak. When my voice is high it can create a barrier
when communicate my message to patient. My patients can misjudge me of shouting at them.
As healthcare worker anything concerning the patient or written format should be confidential.

1.3 Review method of dealing with inappropriate interpersonal communication between

individuals in health and social care setting.

Interpersonal communication is when different professional coming together to share views for
the wellbeing of the individual. It aids them in dealing with work tasks and interactions with
others involving listening, verbal and nonverbal communication. The interpersonal theory that
would be applied in this case study is social exchange theory is based on hedonistic that is
people maximise pleasure and minimise pain (Foa, U. and Foa, E.1975). This theory can be
applied in Jessie case study the nurse and doctor should have given pleasure by not saying
negative things because it can bring pain to the service user. Another theory that can be applied
to this case study is uncertainty reduction theory, this theory is when we have more
understanding of about other people it develops more interpersonal relationships. It is based on
initial interaction (Berger and Bradae, 1982).The doctor and nurse would have used uncertainty
theory which would have help them understand more about Jessie condition in more details
and indicate using signs and body language . This theory would have help Jessie Lee relate
more with them. In the youtube video the elderly patient was being neglected and mistreated
by the healthcare workers. The healthcare worker should have listen and help the patient by
using the hoist to put the patient on the commode because she needs to use the toilet. The
healthcare assistant should be given more training on how to take care of dementia elderly
service user.

In relation Jessie Lee the doctor use his power to influences her making her to have low self-
esteem and stress out. Due to Jessie Lee language different she was discriminate by the doctor
and nurse. The hospital would need to address their policies and procedures to ensure that all
professional understand their responsibilities when promoting equity and diversity
(Billingham,2010).The doctor should have act professional and be aware of his own attitudes,

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views and opinions, as this makes them confident in their interaction and be willing to learn
more other people cultures (Fisher, 2005). The doctor, nurse and the receptionist breach Jessie
Lee trust leading her to have a bad image of the hospital.

1.4Analyse the use of strategies to support users of health and social care services with
specific communication needs.

In the health and social care sectors it is very important to have a good method of
communication to meet the needs of people. As a health worker we need to be able to use a
variety of strategies to communicate effective to service users. To overcome communication
barrier it is very important to understand, learn and be sensitive to the needs of others. For those
with disabilities used specific forms of interaction such as non-verbal communication, sign
language, lip reading, slang expressions, choice of room or location for conversion (Stretch,
and Whitehouse, 2007).Strategies that are put in place to help people with visual problem are
glasses or touching them indicate where things are put or comfortable them. The used of
technological aids an example information can expand visual images. Signed language can be
used for those who have hearing problem such British Sign Language. It is used to interpret a
language instead of saying it out. It involved the use of body, face and hands. People with
language differences can be communicate with by pictures; non-verbal signs or translator,
someone else can act or speak on their behalf which is call advocate. In regard to Jessie case
the nurse and doctor would have get a translator that would have translate the English into her
own language she could understand (Langridge,2006). This method could have made her more
relax. They should avoid making assumption, stereotyping, using jargon, slang or dialects. Due
to her cultural different the doctor and nurse should have been aware of the different cultural
interpretations and avoid discrimination. They should have to be sensitive to different social
setting and the form the form of communication that is appropriate in different contexts (Stretch
and Whitehouse, 2007). However, the hospital could have not been able to get a translator due
to lack of resources, funding or provision in place and this could affect the service being deliver
to Jessie Lee.

2.1 Explain how the communication process is influenced by values and cultural factors

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Cultural consists of ideas, customs and social behaviour of a society. It is created and influence
by humans transmitted from generation to generation by parents, teachers, religions, leaders
and respected elders in the community. As a health care worker we have a duty of care to
respect people culture, background or beliefs. When culture different are violated or ignored
people react to it with anger and emotionally. In regard to the case study the nurse did not
understand Jessie culture therefore she violated the trust Jessie had in her. Jessie is from
Chinese cultural therefore facial expressions is very important they may smile when discussing
something sad or uncomfortable (Irespect,2014). It is important to note the tone of voice and
other body language in doctor patient interaction. She did not observe or understand her body
language. As a healthcare worker it is very importance to be competence in understand ways
of communicating verbal and non-verbal to people of different cultures. Service provided
should be comfortable of delivering their services to any one regard of their values, culture,
background or religion. Valuing diversity will enrich our own life and to be open to other
people’s life experience and become more flexible and creative because as healthcare worker
we can imagine how other people see things (Moonie,2000).

The Doctor could have supported Jesse lee by requested an interpreter that can interpret English
to Chinese so that Jessie Lee can understand the information said and given to her. The doctor,
nurse, receptionist behaviour have reflect shared values of the organisation in the delivery care
and management.

2.2 Explain how legislation, charters and codes of practice impact on the communication
process in health and social care.

Legislation is a set of laws that are made by the government or house of parliament, it regulate
how people live and improve the lives of people and determines the policy framework. An
example is the Data Protection Act 1998 controls how an individual’s personal information is
used by organisations, business or the government (Gov.uk, 2014). Important data laws
influence the way we communicate to our service users. Every health care worker responsible
for using data has to follow strict rules called data protection principles. Confidentiality law
state that information the computer, paper, visually or audio recorded should not be disclosed
to anyone without the contest of the patients. As a healthcare worker we need to follow four
requirement which is protecting the patient information, informing the patients on how the

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information is going to be use (Stretch, B. and Whitehouse, M.2007). In Jessie case the nurse
would have given her enough information and explain to her how to fill in the form given to
her. As a nurse, doctor or healthcare assistant we have to give service users the right to find
what information the government and other organisation stores about him or her. Healthcare
professional have to be aware of the data protection Act. Even if Jessie husband comes to
hospital to ask for information as a nurse or doctor they would have to be seek Jessie consent
first before given any information to him. They have to respect Jessie confidentiality (NMC-
uk.org,2014).

Poor or low understanding of law can lead discrimination and disempowerment of the service
user will result into the organisation getting a bad reputation and for the organisation to close
down. Understanding the appropriate codes, law, rules and charters will affect how health
services is being delivered to the public. As health care worker and professional we have duty
to obey the laws and encourage, maintain good safe working practices that promote choices,
dignity and respect (Michie, V.2007).

2.3 Analyse the effectiveness of organisational systems and policies in promoting good
practice in communication.

Health and social care organisations must have systems to ensure principles and requirements
of governance are consistently and systematically applied to promote operative policies in
communication (Anon, 2014). The hospital should have a proper system to ensure all the
policies and code of practices are being carry out throughout the organisation. However the
“Governance systems of the hospital should protect the interests of patients and service users.
This includes creating an environment in which healthcare professionals can meet their
professional obligations” (Anon, 2014). Every healthcare professional should be able to
follow all these law and service users should be fully protected. This can be done through
monitoring, spot checking and training. To be compliance to the policies and code of practices
annual appraisal should be done to all professional working in that organisation. Information
strategy is important in order to get the appropriate information at the right time. The
complaint channel of the organisation should be design to get the appropriate authority and
it would prevent barrier of fear from patients and consequences. In the case of Jessie Lee the

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 receptionist, the nurse and the doctor may not get the appropriate information about Jessie
Lee information which lead to communication barriers. The organisation should have taking
into account the confidential policy which is using the organisation should “ensure that
information is only shared with the appropriate people in appropriate circumstances, care
must be taken to check they have a legal basis for access to the information before releasing
it”(Anon,2014).

From the Case it clearly that show that the organisation lacks effectiveness and robust system
of governance. This can be seen from the way the Doctor was impatient and his body
language prove unprofessional. The doctor should have understood Jessie Lee body language
and use appropriate verbal and non-verbal communication. The nurse should have offer
assisting by helping Jessie to fill the form. The nurse should have shown Jessie Lee way the
toilet is. She should have found a way to communicate with Jessie Leeby asking the
organisation for an interpreter who can interpret to Jessie.

2.4 Suggest ways of improving the communication process in a health and social care
setting.
In health and social care setting there are various ways to communicate to service user-through
verbal and non-verbal, use of aid such as use of signs and symbols, signed languages, written
communication, pictures and use of communication technological aids. In order to improve the
way health worker communicate they would have to a range of training and workshop. They
would have to understand and apply effective non-verbal communication. They would have to
be aware of people culture and different and learn to communicate with them. As a health
worker and professional we learn to be an active listened, clarify it and reflect to confirm what
the person is saying. We have to be aware of the law such confidentiality when given personal
information about the clients we are taking care of. When confidential personal information
get to the wrong it can put the service user in danger or discriminated against. Information
should be used proactively, irreversible and it should only be discuss in a suitable place that is
away from others e.g. families, friends or visitors. In relation to Jessie Lee case study there was
no doctor and patient relationship, the doctor was impatient by throwing his arms in the air and
saying inappropriate words which put Jessie Lee self-esteem low and lacking trust in the doctor.
The doctor should have provide a translators for Jessie Lee reassure her that you are interested

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what she has to say.In order to improve the communication process the organisation could help
by providing a interpreter or translators and employing more staffs who are bilingual or provide
leaflet that have different language on. In the panorama behind closed doors YouTube the
healthcare assaulted the Avon and refuse to answer or assist to the toilet and she was not far
from the nurse station but nobody seem to listen to her or assisted her to the toilet. In relate to
the panorama case the healthcare assistant should have been train on how to take care of the
elderly and on communication skills. They have a duty respect service user right and choices.

3.1 Access and use standard ICT software packages to support work in health and social
care

In the health and social care sector there are various standard ICT software packages to support
such as spreadsheet, power point, analysing data database, word processor, monitor etc.

To accessed the screenshot I went to the website and in the google search I type in vital
signs. From the search I clink on http://www.welchallyn.com/en/products/categories/patient-
monitoring/vital-signs-devices.html. I clink on the arrow and print screen on to my
assignment. This is vital sign machine I have used it at my place of work to monitor patient
observation. The measures blood pressure (BP), pulse rate, temperature and spo2. The doctor
can used the information taking form the vital sign to diagnosis a health condition.

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3.2 Analyse the benefits of using ICT in health and social care for users of services, care
worker and care organisation

There are many benefit of using ICT in the health and social care sector such it fast and
reliable. It increases the processes, efficiency, effectiveness, flexibility and standards of care.
It individualised care through communication and develop relationship. It also support
management of resources and improved the quality of care being delivered (Hiney, G.2014).
An example of a software and package is Electronic Health Record (EHR),” is an electronic
version of a patient’s medical history and it includes all of the key administrative clinical data
relevant to that person care. It reduces the medical errors and improve the accuracy and
clarity of medical record”(CMS, 2014).Patient’s history, diagnostic test results and even
medical imaging can be integrated or consolidated into a single set of records, easily
accessible via any computer in your medical practice’s network. The disadvantages is that
computer crash could wipe out vital data that you’ve been taken for years, jeopardizing the
staff’s ability to ensure continuity of care for all the patients. Identity theft can also occur
when unauthorized people gain access to confidential and sensitive records. It can potentially
put your organization at risk if you do not follow privacy protocols to an exacting degree
(Systems, 2014).

Doctors can store patient’s information on the computer, it can be easily read and it does not
occupy space. They can use automatic backup in order not to lost information. Doctors can
prints prescriptions from a computer and accessed electronically. Patient’s conditions such as
pulse, breathing, heart rate, respiration rate are monitored by a monitored and it gives the
doctor and nurse more time to see the patient. The disadvantage of ICT is that the equipment
used can be expensive to buy and they would have skilful people.

Many hospitals use digital technology rather than films to take store and share x-ray and
other clinical images. Paramedics in some places carry special adapted and robust laptops in
their ambulances. Patients suffering from head and neck cancers can now benefit from
electronic speech aids. Diabetes patients can use device take their reading. It also improves
drug management in the home using low tech remainders (Anon, 2014).

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3.3 Analyse now legal considerations in the use of ICT impact on health and social
care

There are various legalisations that is considered when using ICT in health and social care.
Using ICT can have an impact on us as an individual such as upper limb which is cause by
poor posture, repetitive strain injury which refers to pain in the arms which refer to pains in the
arms when working on the computer and eye strain due to staying at the computer for long.
The employee have a legal duty under the Health and Safety at Work etc Act 1974 to ensure,
so far as is reasonably practicable the health and safety of employees (Aldworth, 2007). As an
employee we should ensure that our own action do not create any health and safety risks, do
not ignore significant risk at the workplace and take sensible action to report things that is not
right and danger to others (Anon,2014). Personal information can be store on the computer so
there for the Data Protection Act 1998 are put in place to protect personal data, such
information must be held securely and those sent electronically or stored in a database must be
protected with a pass word pin number (Gov,2014). Computer Misuse Act 1990 aimed at
combating various forms of deliberate misuse of computer systems (including so-called
hacking) which has given rise to public concern. Penalties include fines and custodial sentences
for unauthorised access (Lboro, 2014).ICT helps to improve the quality of care in the health
services. It also raises the possibility of safety risks which can lead to breaches of
confidentiality in the health sectors. The Display Screen Equipment Regulations 1992 aims to
protect the health of people who work with DSA such as a computer (HSE, 2014).

In the case studies it shows that poor communication can often leads to non-compliance to
treatment, dissatisfaction and lack of trust in health professional and healthcare workers. Using
different strategies to communicate to specific needs can overcome communication barriers.
Legislation and code of practice are in place to protect the needs and rights of individuals and
guides the way we collaborate with each other. It also indicated the usage of information
communication technology which offered great effectiveness in delivery of healthcare services
and breach of confidentiality, health and safety risks. All agencies, professional and non

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professionals in healthcare have a duty that is to understand and apply effective communication
to deliver quality care services.

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