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Communicating in Health and Social Care
Organization

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Table of Contents
TASK 1 ........................................................................................................................................3
1.1..........................................................................................................................................3
1.2..........................................................................................................................................4
1.3..........................................................................................................................................5
1.4..........................................................................................................................................6
TASK 2 ........................................................................................................................................6
2.1..........................................................................................................................................6
2.2..........................................................................................................................................7
2.3..........................................................................................................................................7
2.4..........................................................................................................................................8
TASK 3 ........................................................................................................................................9
3.1..........................................................................................................................................9
3.2........................................................................................................................................10
3.3........................................................................................................................................10
CONCLUSION............................................................................................................................11
REFERENCES.............................................................................................................................12
Communicating in Health and Social Care Organization
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INTRODUCTION
In the health and social care sector, it is important to have healthy communication in between the staff
and employees. It is significant for the organisation that to develop good communication skills among
workforce so that effective communication with service users and staff can explain the treatments in future..
In the present report, Mrs D who is 83 years old and she don’t want to attend her Day Centre for a long period
of time and as she was become depressed Recently, she has been diagnosed with a medical issue and she was
not able to use Minicom services for a long period of time and younger neighbour is also making the phone
calls In this report, it has been described that there are different modes of communication that are classified
into verbal and non-verbal forms (Archer and et. al., 2011). Some factors which are highly influential in the
process of communication including values, cultures, legislation and many more regulations which are made
by the professions. have also been focussed. Some theories of communication are also applied which help the
organisation to improve the communication process.
TASK 1
1.1
There are four different theories in the practice of health and social care organisation which can help
Mrs D to make effective communication with others. These theories are Psychoanalytical, Humanistic,
Behavioural and Cognitive theory. Some of the theories are explained as below:
Behavioural Theory – This theory can be referred as psychological approach foundation of which is
notion. This theory can be divided into four parts i.e. collective behaviour, theories of political behaviour,
theory of planned behaviour and learning which helps the patient to understand the effectiveness of
communication with others (Barry and Edgman-Levitan, 2012). This theory is largely based on learned
response about specific stimuli.

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This theory can explain the method of language acquisition of echoic response where infants imitated the
sound which is provided by Park Day Centre. This theory focuses on the behaviour and highlights the present
and future needs of person in health and social care organisation. For checking to Mr D one doctor arrived to
the his room and look away after looking to his. Mr D lost his all hope and fell down. But unfortunately there
was no injury. The doctor has to do the effective communication with him to understand his problem.
Humanistic Theory – In this approach, study of an individual is done in which person highlights the
interest of rejecting significance of behaviour and unconscious impulse which results from the past (Bennett,
2010). This theory can be divided into two approaches i.e. person-centre and the transactional theory. In
health and social care organisation, goal of this theory is that to make clients friendly in their own personal
experience to accept themselves in all aspects. It also helps Mrs D to minimize the challenges which are being
faced by her. To achieve the goal of this theory, there must be good relations and effective communication
between customers and the therapist. The doctors of park day centre has to provide the friendly the
environment to their clients so that they can share there problems.
1.2
In Park Day Centre, there are many ways to communicate i.e. it can be verbal or non-verbal
communication (Shannon-Weaver Model. 2017). In verbal communication, it is used when the organisation is
providing some information or training to clients. This training can be provided on telephones, face to face and
many more techniques can be used as well. On the other side, non-verbal communication is used when the
client is deaf or mute. In this communication,some factors are included that bear in the mind of patients and
these are hand gesture, body poster or physical appearance. Mrs D is deaf so these factors can help her to do
proper communication with doctors and nurse and can be also used as symbols, picture cards etc.
In health and social care organisation, benefits of effective and efficient communication is that practice which
is used by professionals. Use of communication in this field is to foster growth and development of the
practice (Du Pré, 2010). The communication can also be used in Park Day Centre to ensure that innovative
ideas and the best practices can be shared among health care professionals and social workers to make

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improvement in the organisation. In this Park Day Centre, the communication is effective which helps to
provide patients with self-steam provision of practical help and advice regarding their conditions.
Park Day Centre can use the Shanon-Weaver model to communicate an effective message to the
clients. In this model, all individuals have some source of information which is passed from one person to
another. Further, the message has to be formulated in some kinds of code. The encoder requires the message
to formulate in the form of code The encoder is responsible for taking ideas of the source and putting them
into coding. Whatever communicated to other person is message. Organisation can use various form of
communication to deliver the message (Estrin and Sim, 2010).
The choice of appropriate channel is vitally important in communication process.. In decoder, the message
are translated in the form of purpose (Swayne, Duncan and Ginter, 2012). At last, person receives the
message to make the communication effectiveness.
(Shannon-Weaver Model, 2017)
1.3
To take the advantage of good communication skills, social workers must be able to properly deal with
any inappropriate communication practice. If any barrier is there in any communication process then it should
be resolved which cannot result into the misunderstanding of professional practices. In Day Centre, Mrs D did
not able to understand that what nurse was trying to indicate as she did not like the nurse because she was
starring in the eyes of Mrs D continuously (Grajales III and et. al., 2014).
The communication between both was not good. These factors can act as hindrance for effective
communication practice which can be culture or language of other people. In the organisation, use of jargon
should be limited so that it would lead to inappropriate communication. The another factor which can be
considered as barrier is privacy. In Day Centre, the private individuals are there so they want that their records
should be kept as confidential so that breach of contract can not be broken. The duty of health and social
worker is not to disclose any information without having due permission of clients. The lack of trust of Mrs D

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with the nurse can also become a barrier to make effective communication. At last, lack of knowledge also
serves as a barrier to communicate with others (Greene and et. al., 2011).
1.4
In health and social care organisation, it is significant to potentially engaged in effective and efficient
communication practices. The various strategies can bes used to support the health and social care
organisation in communication needs. It has been found that Mrs D is deaf and she need a specific
communication need in the organisation. Foe care workers it would be better to develop a action plan which
should be facilitate the process of communication and should give an opportunity to client to express
themselves.
The use of strategies of observing and interpreting the non verbal communication should be specific with the
communication process. The various techniques can be used by the organisation like audiovisual material,
supplementary material which help the organisation to achieve the goals (Hutchison and et. al., 2011).
TASK 2
2.1
In Day Centre, there are two factors which highly influence on communication process in values and
cultures. The values and cultures may include the factors which are related in demographic such as sex, age,
gender, economic status or also beliefs among others. Cultures help the organisation, to identified the
Communicating in Health and Social Care Organization
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integrated pattern of human behaviour which ma includes the customs, beliefs etc. and it is highly influenced
because they arises from the every group which are involved in communication process. One of the dimension
of culture and values which influence the communication process is gender. For example, Anna is newly
appointed in Park day Centre and she should be aware of these differences so that they can become to know
how to deal with each patient (Kahn, Yang and Kahn, 2010). To understand these differences there should be
an active listener so that nurse and doctors can easily understand the patients. The another factor is that
which influence the communication process is that age and ethnicity. When communication is done with elder
people then it should be done with a different approach to give them more respect. The different approaches
are used when they are communicating with younger ones. Further, each nationality has also have different
approach to communicate with others. Some factors may also include in verbal and non-verbal
communication for other cultures while it can prove the rude for someone.
In the organisation there should be clearly communication process so that there will be no misinterpretation
and confusion between the person in regard to the transmission of messages (Kitson and et. al., 2013).
2.2
Good practice in regard to the communication process it the work place of Anna is only achieved when
the adoption of various techniques and methods are there in the organisation. There are many factors by
which legislations and charters influence the communication techniques such as provision of equality. The
laws which are govern for the communication techniques in the practice of health and social care are based on
the principle of equality, which does not allow any discrimination between the patients. The legislation
provide fair employment, race relations, sex discrimination Acts and many more. The organisation which goes
against these legislation then it will occur serious consequences in good communication process.
The Data Protection Act, is significant piece of legislation which ensures that personal data are secured
and accessed in responsible and controlled manner. For Park day Centre, health care records are very personal
and many patient are there which are concern as how data is stored. This act promotes the good practice such
as help to ensure that health sector runs smoothly (Levinson, Lesser and Epstein, 2010). Treating patient as
humanly is only possible when if privacy and dignity are respected and it follows a protection of human rights

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is to be achieved. The code of practice and ethics in certain situations are highly influenced the
communication process in the consideration of confidentiality and privacy of information.
The use and access of the internet facility of health and care organisation should be limited. It defines the
code of conduct to which assures that good communication practices are done.
2.3
The effectiveness of organisation system and policies in promoting the good practice of
communication process is depend upon the some various factors (How social care staff can improve their
communication. 2016). The nurse should be know about that how to encourage the patient to make more
effective communication with them.
Park Day Centre needs to develop some organisation system and policies which can make the good
communication with the patients. There are some organisational policies and system which help the
organisation to promote the good practice of communication process:
 Whistle Blowing Policy – This policy can be used in the organisation to protect the employees who
“blow the whistle” about any work going worn in the organisation (Lewin and et. al., 2010). This policy
give clear guidelines to all staff that if any staff is doing wrong work in the organisation then they may
be suspected by the top authority and it also affect on other employees, visitors etc. thus this policy
outline commitment to good communication process.
 Prevention of Accidents - the organisation fully supports and complies with all the regulations which
are related with the promotion and to protect the health and safety of service users. In the safest
working environment, accidents can be occur anytime. The Health and Safety at work Act 1974, this act
should be used by organisation to make the more effective communication process (Macnamara and
Zerfass, 2012).
2.4
In Health and social care organisation the nurse must be perpetually engaged in the development and
improvement of communication process. One of the way is to improve the provision of security of
information. In this privacy and confidentiality can be achieved and help the organisation to prevent any

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confusion and misunderstanding in communication process. The following are the some ways through which
communication process can be improved and help to achieve the targets.
 The organisation should provide the communication access to person.
 The organisation should be aware about the communication process barriers and through which it can
develop a strategies to minimize the risk (Merchant, Elmer and Lurie, 20112).


 Provide training and development programme to nurse about the ethics and values which are related
with the communication process.
 Provide the rigorous education to workers hence it will improve the knowledge to make
communication more effective and efficient.
The communication process in Park Day Centre can also be improved by using the provision of dynamic
and sustainable rules. This provision is related with the documentation, presentation and use of reports so
that it can maximize the effectiveness of communication process (Moorhead and et. al., 2013). There are
some communication tools and aids which can improve the communication process.
The nurses of cited organisation is need to make understand that there are different process and activities
which are involved in a communication process and need to understand that also they should be a active
listeners.
Communicating in Health and Social Care Organization
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TASK 3
3.1
The ICT software (Information and Communication Technology) support the work of nurse and doctors
in health and social care organisation. ICT includes the wide range of applications, decision support, clinical
imagining processing, electronic health records, mobile health software applications and many more
applications are include in this software. These tools are assumed as to have critical significance which help in
completion of day-to-day activities.
One of the advanced application of ICT is that telecare which is a business-to-consumer service provision
(Moses and et. al., 2013). In this application there is no personal interaction on channels such as telephones
and computers.
It includes those services which are related with the health and social care
services such as automated appointed reminders and to monitor the clients services. In modern era, these
things are done by professionalism and it allows a greater interaction of providers and users. In the field of
radical and health care sector the use of software packages for dealing with the reports have become more
important. A years ago before IT developments, all the records of patients are recorded in paper and it made
difficult to search the specific records and it consumes a lot of time also. The software packages is designed for
the organisation to have strict requirements such as reliability and performance. But some health and care
organisation does does not trust on the result of ICT applications. Park Day Centre faces a certain issues with
the effectiveness use of ICT. The organisation should follow a standard procedures to met the needs of ICT
applications (Reeves and et. al., 2011).
3.2
There are many benefits of using this ICT software for user of social services, care workers and care
organisation. The success of ICT fundamental depends upon the culture relevance of the applications.

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Information and communication technology provides the benefits to health and social care organisation as its
benefits depends upon the that what technologies are adopted by the board. He special attention is provided
to diagnostic and to monitor all the areas in which ICT application is required (Schulz and Nakamoto, 2013).
In health and care organisation it allows all the possibilities to meet the individual needs. It also provide the
ease of information in administration of treatment procedures. It makes the more administrative practices to
make more efficient records and documents which can be accurate to make more communication
effectiveness.
ICT also provide the collaboration among the users and providers to provide more services efficiently. There is
a gap in development of ICT software due to limited budgets are there in health and social care organisation.
While using this software, the detailed information about the services which are offered to clients are
displayed and the users are also updated. IC technology also also help the organisation to provide the training
both in delivery and record keeping.
3.3
The use information and communication technology is using by many organisation. The Data
protection act provides the restrictions and limitations on the use of personal information of patients (Singer
and et. al., 2011). The personal information may include the medical records, credit information history,
treatment history and many more. The record keeping in Park Day Centre organisation is very important so it
does not underestimated. If the organisation disclose the confidential information of clients then it occur the
breach of contract between the organisation and clients. The ethical and legal issues which are relating to ICT
software should be taken into consideration to set the goals of the organisation. The client under the
legislation, have right to get the information for other relatives about their history. The important legislation is
Health Records Act 1990. this act is about more concern with the records which are accessed manually.
The clients can access the information about the medical report in whatever form whether electronically or
manually. The organisation should keep the limited information in work place so that other people can not
leak the information (Street, Gold and Manning, 2013). Information and communication provides great

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possibility of the use of technology in the form of learning tools and to control the health and care system in
the organisation. The another important of legislation is Personal Files Act 1987. In this act the personal
information is accessed which are specifically related with the social service. So legal consideration in the use
of information and communication technology impacts on the organisation (Good communication is essential
to successful integration of health and social care. 2017).
CONCLUSION
From the above report it can be concluded that communication process is very important in health and
social care organisation. While adopting the various techniques of communication process it improves the
interpersonal relationships between the clients. There are some organisation system and policies are applied
Communicating in Health and Social Care Organization
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which can be proved as effective tool of communication for the clients. The using of communication strategies
it help Park Day Centre organisation to overcome with the barrier of effective communication process. The
organisation is using the effectively information and communication technology which help to support and
enhance the work of health care organisation.
REFERENCES
Archer, N and et. al., 2011. Personal health records: a scoping review. Journal of the American Medical
Informatics Association. 18(4). pp.515-522.
Barry, M.J. and Edgman-Levitan, S., 2012. Shared decision making—the pinnacle of patient-centered care.
New England Journal of Medicine. 366(9). pp.780-781.
Bennett, P., 2010. Risk communication and public health. Oxford University Press.
Du Pré, A., 2010. Communicating about health: current issues and perspectives.
Communicating in Health and Social Care Organization
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Estrin, D. and Sim, I., 2010. Open mHealth architecture: an engine for health care innovation. Science.
330(6005). pp.759-760.
Grajales III, F.J and et. al., 2014. Social media: a review and tutorial of applications in medicine and health care.
Journal of medical Internet research. 16(2). p.e13.
Greene, J.A and et. al., 2011. Online social networking by patients with diabetes: a qualitative evaluation of
communication with Facebook. Journal of general internal medicine. 26(3). pp.287-292.
Hutchison, B and et. al., 2011. Primary health care in Canada: systems in motion. Milbank quarterly. 89(2).
pp.256-288.
Kahn, J.G., Yang, J.S. and Kahn, J.S., 2010. ‘Mobile’health needs and opportunities in developing countries.
Health Affairs. 29(2). pp.252-258.
Kitson, A and et. al., 2013. What are the core elements of patient‐centred care? A narrative review and
synthesis of the literature from health policy, medicine and nursing. Journal of advanced nursing.
69(1). pp.4-15.
Levinson, W., Lesser, C.S. and Epstein, R.M., 2010. Developing physician communication skills for patient-
centered care. Health Affairs. 29(7). pp.1310-1318.