DBS

• Please ensure you have applied for this as an absolute priority.

• Those who are unable to prove their application is sent off by 21/10/19 will not
be able to continue on the course.

• [email protected]
• Name
• Student ID
• COURSE (LEVEL 2 CARE (+code))
• EMAIL ADDRESS
UNIT 1: COMMUNICATION
SKILLS FOR H&SC
Rosie Edwards
 LEARNING OUTCOMES

• Identify what effective communication is and why it is important in the work setting

• Discuss ways to reduce barriers to communication

• Describe how to meet a range of communication and language needs

• Explain what confidentiality is and how this can be maintained.

 WHAT IS COMMUNICATION?
• People who work in health and social care settings need to develop effective
communication skills in order to make and maintain relationships.
• Health and social care practitioners communicate with adults for a number of
different reasons.
 IDENTIFY A RANGE OF PEOPLE AND THE
DIFFERENT REASONS WHY PEOPLE
COMMUNICATE
• In groups identify:
• A range of people that communicate
• Why people communicate
 WHY PEOPLE COMMUNICATE…
• Making relationships
• Developing relationships
• Obtaining and sharing information
• Expressing thoughts and ideas
• Giving and receiving support
• Expressing feelings, wishes, needs and preferences.
 WHO PEOPLE COMMUNICATE
WITH…
• Service users
• Visitors
• Medical staff
• Social workers
• Managers and supervisors
• Colleagues
 EXPLAIN HOW EFFECTIVE COMMUNICATION
AFFECTS ALL ASPECTS OF WORKING IN ADULT
SOCIAL CARE SETTINGS
You will be looking at one of these in your groups and then feeding back:

• Service
• Teamwork
• Participation, support and trust
• Empathy and shared understanding
• Recording and reporting
 EXAMPLE
• Yassir is a healthcare assistant, working with those with dementia. He explains to Michael
what he will be doing that day and what time everything is happening. The whole time
Yassir is talking, Michael is unable to follow and therefore looks really confused and barely
responds.
• Throughout the day, staff mention that Michael seems a bit distressed, confused and doesn’t
appear to understand what is happening.

• How could this have been avoided?

• What could Yassir have done differently if he had noticed that Michael looked confused and
was barely responding?
 WHY IS IT IMPORTANT TO OBSERVE AN INDIVIDUAL’S REACTIONS WHEN COMMUNICATING WITH
THEM?

• Observing feedback is a way of assessing:

• Any changes in an individual’s needs

• Enable effective communication
• Understand what the individual is trying to express
• Meet the individual’s needs

• Effective communication is a two-way process: when you are listening you are not just waiting for
your turn to speak! To be an effective communicator, you have to notice how other people respond to
your communication.
 DESCRIBE HOW COMMUNICATION CAN EFFECT:

• Relationships with colleagues

• Relationship with the individual
• Outcome of the episode of care for the individual

• You will be given one of the above as a group, discuss and be ready to feedback to the
group.
• (Take notes of the other’s answers!)
 FEEDBACK / SOME IDEAS…
• Relationships with colleagues –
• Establishing friendly but professional working relationships.
• Give and receive support.
• Communication with colleagues should revolve around shared goal of promoting the health and
wellbeing of the people you provide care and support for.

• Relationship with the individual –

• Being respectful and consistent will encourage service user’s to trust and communicate with you.

• Outcome of the episode of care for the individual

• Service users will receive better quality of care if they feel they can communicate with you, as they will
feel comfortable sharing their needs and preferences.
 EXPLAIN HOW EFFECTIVE COMMUNICATION CAN IMPROVE THE
EXPERIENCE OF THOSE ACCESSING HEALTHCARE SERVICES

• Discuss in groups and be ready to feedback!

• The needs of the service user are met

• Any issues can be dealt with
• High quality of care – reassurance, empathy,
 EXPLAIN WHY IT IS IMPORTANT TO FIND OUT AN
INDIVIDUAL’S NEEDS, WISHES AND PREFERENCES

• Discussion…

• Why is it important to find out about an individual’s needs, wishes and

preferences?

• How would you feel if your needs were not met? Or someone in your
family’s needs were not met?
 WHY IS IT IMPORTANT TO FIND OUT AN
INDIVIDUAL’S NEEDS, WISHES AND
PREFERENCES?
• Go to the ‘Padlet’ and add your ideas!

Or scan this –
Either go to this link -
https://padlet.com/rosieedwards123
/pwhugdfhfy7m
 WHY IT IS IMPORTANT TO FIND OUT AN
INDIVIDUAL’S NEEDS, WISHES AND
PREFERENCES

• To enable effective communication

• To understand what an individual is trying to express
• To understand an individuals’ needs, wishes, beliefs, values and culture
• To avoid the individual feeling excluded
• To avoid the individual becoming distressed, frustrated or frightened
• To support the individual to be fully involved in their daily life
 DESCRIBE WAYS TO DISCOVER AN INDIVIDUAL’S
COMMUNICATION NEEDS AND PREFERENCES

• Discuss the ways in which you could find out about individuals’
communication and language needs and preferences.

• Share your ideas!

 DESCRIBE WAYS TO DISCOVER AN
INDIVIDUAL’S COMMUNICATION NEEDS AND
PREFERENCES
• Asking service users or their families/friends
• Reading notes and reports about service users that provide information on speech
and language issues (e.g. hearing or visual impairment) or physical issues (e.g.
stoke, cleft palate)
• Being aware that culture, ethnicity and nationality may affect their language
preferences and needs
• Observing people who use your setting to see how they use their communication
and language skills
• Ask your supervisor/mentor, senior staff and specialist professionals (speech &
language therapists, occupational therapists etc.)
 2.1 C GIVE EXAMPLES OF FACTORS THAT CAN AFFECT
COMMUNICATION WITH INDIVIDUAL’S ACCESSING
HEALTHCARE SERVICES

• Provide examples on the flipchart paper

Factors affecting
communication
 2.1 C GIVE EXAMPLES OF FACTORS THAT CAN
AFFECT COMMUNICATION WITH INDIVIDUAL’S
ACCESSING HEALTHCARE SERVICES
• Sensory deprivation
• Language
• Jargon (technical language)
• Slang
• Acronyms
• Cultural differences
• Distress
• Emotional difficulties
• Health issues
• Illness (Parkinson’s)
• Environment
 2.2 DESCRIBE A RANGE OF COMMUNICATION METHODS
(INCLUDE VERBAL AND NON-VERBAL)
(+3.1 GIVE EXAMPLES OF WAYS TO USE VERBAL AND NON-VERBAL COMMUNICATION)

• Verbal communication: • Non-verbal communication:

• Vocabulary • written words
• Linguistic tone • facial expressions
• eye contact
• Pitch
• touch
• physical gestures
• body language
• behaviour
• gestures
• visual aids e.g. flash
 2.3 EXPLAIN HOW DIFFERENT COMMUNICATION
METHODS COULD BE USED TO MEET AN INDIVIDUAL’S
COMMUNICATION NEEDS AND PREFERENCES

• Ensure you adapt to meet the needs of service users

• For example, if an individual has an impairment, use a method that suits them
• Specific instructions will be given in the service user’s care plan
• Always follow the care plan to ensure you are meeting their needs and preferences
 2.4 DESCRIBE HOW TO CHECK THAT
COMMUNICATION HAS BEEN UNDERSTOOD
(+3.3 DESCRIBE WAYS TO CHECK THAT COMMUNICATION HAS BEEN UNDERSTOOD)

• Observing the person you are communicating with

• ‘Reading’ facial expressions and body language
• Checking with the individual that they have understood
• Asking questions / re-phrasing
• Consulting others
 IDENTIFY BARRIERS TO COMMUNICATION

• In your groups discuss any potential barriers to communication.

• List as many as you can and be ready to feedback.
3.2A FROM THE PREVIOUS THOUGHT SHOWER
SELECT ANY FOUR BARRIERS TO
COMMUNICATION AND DESCRIBE THEM
 3.2B DESCRIBE WAYS TO REDUCE BARRIERS
TO COMMUNICATION
(+3.3 SUGGEST WAYS TO OVERCOME BARRIERS TO COMMUNICATION)

• Understanding and being aware of an individual’s needs, wishes, beliefs,

values and culture
• Supporting individuals to communicate their needs
• Avoiding using jargon in written documents and when speaking
• Speaking slowly and clearly
• Ensuring communication aids are available and working properly
• Showing you are listening and interested
• Providing a quiet and private environment
• Making sure the environment is comfortable
3.4 IDENTIFY SOURCES OF INFORMATION AND
SUPPORT OR SERVICES TO ENABLE MORE
EFFECTIVE COMMUNICATION

• List as many as you can and be ready to feedback

 3.4 IDENTIFY SOURCES OF INFORMATION
AND SUPPORT OR SERVICES TO ENABLE
MORE EFFECTIVE COMMUNICATION
• Information: • Services:
• Individual’s care plan
• Translation services
• Individual’s communication profile
• Interpreting services
• Individual’s communication passport
• Individual themselves • Speech and language services
• Colleagues • Advocacy services
• Key worker
• Translator
• Interpreter
• Speech and language therapist
• Advocate
• Family or carers
 4.1 EXPLAIN THE TERM ‘CONFIDENTIALITY’

• Jot down a definition of confidentiality and be ready to feed back.

 4.1 EXPLAIN THE TERM Explain:

‘CONFIDENTIALITY’
Provide details about the
subject with reasons
• Keeping information private and safe showing how or why.

• Passing on private information with the individual’s permission Could include examples.
• Only passing on information to others who have a right to it and
need to know it

S&C:

Make sure you

provide an example
relevant to care.
4.2 Describe ways to maintain confidentiality in day to day
communication in your role as a healthcare worker
(+5.1 Describe ways to maintain confidentiality in day to day communication in
your role as a healthcare worker)

• Have a look at the ways of maintaining confidentiality that you have been given.

• Place them in order of which you think is most important.

S&C:

Consider what the

consequences would
be if these were not
followed.
4.2 DESCRIBE WAYS TO MAINTAIN CONFIDENTIALITY IN
DAY TO DAY COMMUNICATION IN YOUR ROLE AS A
HEALTHCARE WORKER
(+5.1 DESCRIBE WAYS TO MAINTAIN CONFIDENTIALITY IN DAY TO DAY
COMMUNICATION IN YOUR ROLE AS A HEALTHCARE WORKER)

• Only share information on a need-to-know basis

• Not discussing personal information about individuals outside
of work
• Providing a private environment
• Be respectful to the privacy of service users
• Report immediately if you notice any non-compliances in
handling confidentiality
CAN YOU THINK OF ANY SITUATIONS
WHERE INFORMATION NORMALLY
CONSIDERED TO BE CONFIDENTIAL
MIGHT NEED TO BE SHARED WITH
AGREED OTHERS?
4.3 DESCRIBE SITUATIONS WHERE INFORMATION
NORMALLY CONSIDERED TO BE CONFIDENTIAL
MIGHT NEED TO BE SHARED WITH AGREED
OTHERS
(+5.3 GIVE EXAMPLES OF SITUATIONS WHERE CONFIDENTIAL
INFORMATION MAY NEED TO BE SHARED WITH OTHERS)

• When working with others

• When a criminal act has taken place
• When an individual or another person is at risk of danger, harm or
abuse
• When an individual or another person is being placed in danger,
harmed or abused
 4.4 EXPLAIN HOW AND WHEN TO SEEK ADVICE
ABOUT CONFIDENTIALITY

• How:
• Organisation’s confidentiality policy & procedure
• Speaking with the manager/ senior

• When:
• Confidential information needs to be shared with agreed others
• Clarification is needed
 4.1B EXPLAIN HOW TO REPORT AND RECORD
WORK ACTIVITIES

• Timely
• Dated, timed and signed
• Complete
• Accurate
• Factual
• Respectful
 4.2B EXPLAIN THE IMPORTANCE OF
ACCURATE RECORD KEEPING
• Care home in East Grinstead – records not accurate.
• In this incidence, a resident’s record showed a Do Not Attempt to
Resuscitate form in her care plan – her husband has authorised
this, however, it was not clear if he had power of attorney
• Without power of attorney, he would not have the legal right to
make that decision
• If something had happened to this lady and the care home did not
try to resuscitate her, this could have had alarming consequences

• This example highlights the importance of keeping and

maintaining up-to-date records of all aspects of a patient’s care.
4.2b Explain the importance of accurate record
keeping

• Follows regulations – the CQC

• Follows legislation – Data Protection Act 1998
• Provides high quality of care
• Helps you to find and share information that you need
• Information that can be trusted
• Helps make sound decisions
• Confidentiality
 4.3B OUTLINE WHAT ACTIONS TO TAKE WHEN
THERE ARE CONCERNS OVER THE RECORDING,
STORING AND SHARING OF INFORMATION

• Concerns need to be in writing

• Clear about dates and times
• What steps you have already taken and any responses you have had
• Talk to senior or manager – then go to the next person in charge
• May need to involve trade union or professional organisation to
support you
5.2 Explain why it is important to
maintain confidentiality

Discuss & be ready to feedback…

Consider examples
 5.2 EXPLAIN WHY IT IS IMPORTANT TO MAINTAIN
CONFIDENTIALITY
Explain:

Provide details about the

subject with reasons
showing how or why.
• Builds trust
• Keeps personal information protected Could include examples.

• Promotes honesty between service user and professional

 5.3 EXPLAIN HOW TO MAINTAIN CONFIDENTIALITY WHEN
SHARING INFORMATION

 Keeping written records safe

 Not leaving written records in places where others might see
 Ensuringconfidential information is passed on only to others who have a right to it
and who need to know
 Password protecting electronic files
 Checking the identity of the person before passing on information
 Not discussing personal information about individuals outside of work
 Providing a private environment
 5.5 OUTLINE THE RELEVANT GUIDELINES AND LEGISLATION
THAT AFFECT HOW INFORMATION IS SHARED

General Data Protection Regulation

2018 Freedom of Information Act 2000

• Information must be: • Members of the public are entitled to request

information from public authorities
• Fairly and lawfully processed
• Must treat all requests for information
• Processed for limited purposed
equally
• Accurate
• Not kept longer than necessary