• Be able to explore how communication skills are used in health and social care

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• Be able to explore how communication skills are used in health and social care

• Learning outcomes

On successful completion of this unit a learner will:

• Be able to explore how communication skills are used in health and social care
• Understand how various factors influence the communication process in health and social care
• Be able to explore the use of information and communication technology (ICT) in health and social care.

UNIT 1: COMMUNICATING IN HEALTH AND SOCIAL CARE ORGANISATIONS

Unit content

• Be able to explore how communication skills are used in health and social care

Relevant theories: humanistic, behaviourist, cognitive, psychoanalytical

Techniques and purposes: techniques eg written, listening, verbal, non-verbal; purposes eg record keeping, giving information, challenging poor practice, educating, decision making, negotiating, advocacy, counselling, mentoring

Inappropriate interpersonal communication: barriers to communication eg inappropriate language, incongruent messages, misinterpretation, breach of confidentiality, breach of trust, invasion of privacy, power, threat, abuse; influences on individuals eg self-concept, self-esteem, self-image, ideal self, prejudice, stereotyping, values and beliefs, stress

Supporting specific communication needs: alternative language; language aids eg Braille, signing, Makaton; advocacy, interpretation, translation; environmental conditions, technological aids; processes for accessing additional support

Maintaining confidentiality: privacy, confidentiality, disclosure, protection of individuals, rights and responsibilities

• Understand how various factors influence the communication process in health and social care

Values and culture: factors eg beliefs, age, sex, sexuality, ethnicity, gender, education, social class

Legislation, charters and codes of practice: national, European, United Nations (UN) as appropriate eg equality, diversity, discrimination, confidentiality and sharing information

Organisational systems and policies: information, documents, systems, structures, procedures, practices

Good practice: in accordance with practice and service standards, challenging discrimination, ethics, values, ensuring dignity and rights; data protection (recording, reporting, storage, security and sharing of information)

• Be able to explore the use of information and communication technology (ICT) in health and social care

Standard ICT software: word-processing, spreadsheets, database, information retrieval, internet, intranet (if available), email, image software

Benefits to users: meeting individual needs, administration of treatments, efficiency of administrative processes, accuracy of records, communication, maintaining independence

Benefits to care workers and organisations: meeting needs of staff, business administration, efficiency, quality of service, meeting requirement of other agencies, accountability, audit

Legal considerations: health and safety eg postural, visual, stress; data protection eg accuracy, security, relevance, up to date, confidentiality, consequences of breaking data protection legislation; access to records