Effective Communication in Health and Social Care

Table of Contents
Assignment Task 1 of 2 4
Learning Outcomes and Assessment Criteria 4
1. Understand the range of communication requirements in the workplace 4
1.1 Define different methods of communication to meet individual and organisational needs
4
Verbal communication 4
Non-verbal communication 5
Written communication 5
Visual communication 5
1.2 Describe strategies to overcome communication barriers 5
Sit Down and Be Humble 6
Speak in Plain Language 6
Keep Communications Confidential 6
3. Understand how to use systems for information management 7
3.1 Explain legal and ethical tensions in sharing information 7
3.2 Explain how personal information is processed to meet legal requirements 7
Protection of personal information 7
Privacy Rights 7
Portable data. 8
Task 2 of 2 8
2. be able to use communication systems and practices in the workplace 8
2.3 Explain the impact of poor communication 8
2.1 Evaluate communication systems and practices utilised in the setting 10
1. Sound Understanding of a Patient’s Condition and Needs 11
2. Understanding the Emotional State of Patients 11
3. Understanding Patients of Different Ages and Gender 12
4. Realising Social Determinants 12
5. Tracking Changes in Care 13
6. Creating Synergy 13
7. Identifying Specialised Needs 14
2.2 Propose improvements to communication systems and practices 14
1. Incorporate effective communication in hospitals' mandatory training program 14
2. Make communication part of your organisation’s culture 15
3. Implement patient satisfaction surveys 15
4. Use the active listening skills. 16
5. Judge the existing process of announcement. 16
6. Prioritize Face-To-Face Communication 16
2.4 Use communication techniques to support effective practice 17
Reference 19
Assignment Task 1 of 2

Learning Outcomes and Assessment Criteria

1. Understand the range of communication requirements in the workplace

1.1 Define different methods of communication to meet individual and organisational needs
In the medical field, effective communication is essential for protecting patient privacy,
providing emotional support to patients, and providing treatment. The patient's quality of care is
impacted by the caregiver's communication abilities in social and healthcare settings (Collier,
2021).

There is some effective communication in healthcare and social care.

Verbal communication
This method of communication, which is the most common, uses communication. Use clear,
succinct language and converse at a pace that other people can maintain to orally communicate
effectively.

Non-verbal communication
This includes nonverbal communication including body language, emotions on the face, and
gestures. To communicate successfully, it's critical to be conscious of the patient's and the
nurse's own and other people's social signals (Dam, 2019).
Written communication
Included in written communication are emails, letters, and reports. The ability to communicate
through writing is crucial in business. This might be spoken to coworkers, supervisors, or clients
(Etherington, 2020). To succeed in a corporate environment, it's critical to have strong written
communication skills.

Visual communication 
This comprises written and visual communication, like charts, graphs, and diagrams. When
communicating, it's crucial to be brief and clear with your use of graphics and to ensure they're
simple enough for anybody to comprehend.

1.2 Describe strategies to overcome communication barriers

The following suggestions will help you get over the various obstacles standing in the way of
successful health communication.

IMPROVE THE
COMMINUCAT
ION SKILLS

OVERCOM PROVISON
CONFIDENCE MING FOR
BARRIER FEEDBACK

CONTROL
OVER
EMOTIONS
Sit Down and Be Humble
Patient and their physician can more readily establish confidence when they are sitting during
doctor's visits and medical check-ins, according to studies (Etherington, 2020). Patient
perceptions of visits are altered when a clinician takes the time to sit down and converse with
them. This can help patients who are nervous about communicating.

Speak in Plain Language

In speaking with patients, healthcare professionals should try to stay away from medical jargon
in favour of straightforward English. Healthcare professionals should always describe it in detail
(Tiwary et al., 2019). Speaking shows patients that healthcare professionals care about engaging
in a dialogue with them rather than merely repeating a monologue.

Keep Communications Confidential

It may be possible for complete hospital treatments to have access to a patient's records, but it
does not imply they ought to. Ensure that only the patient's care team members have access to
specific case files. Don't talk casually about patient difficulties with anybody outside the team
(Yunk, 2019).

3. Understand how to use systems for information management

3.1 Explain legal and ethical tensions in sharing information

In healthcare, there are some rules, policies, laws, regulations and ethical standards. Laws are
developed to protect persons when healthcare decisions are made. Also, they set some strategies
and responsibilities for healthcare experts.

The common legal issues that are related to the healthcare system, related in medical, consent
informed and also confidentiality (Collier, 2021).

The legal and ethical issues affecting health informatics have an impact on every area of the
field. Finding a solution to this problem essentially means finding a way to strike a balance
between the need to safeguard patient information's security and the possibilities for better care
and results brought on by increased interoperability and improved career-high capabilities among
healthcare organisations.
3.2 Explain how personal information is processed to meet legal requirements
Protection of personal information
To secure and safeguard the data we keep and use, we use technological, administrative, and
security measures.

Privacy Rights
Persons can request any time to protect the privacy rights.

Unless prohibited by law or other circumstances, access to your private details

Correction of inaccurate or missing data provided no other restrictions in law or similar exist.

The personal information will be deleted if, for example, if patients remove the agreement or if
there is another valid reason why doctors can no longer handle it.

Portable data.
The right to get personal data in a device format. Additionally, the data may be transmitted to
another data controller, such as a different business where the client wishes to receive the data
(Tiwary et al., 2019).

Task 2 of 2

2. be able to use communication systems and practices in the workplace

2.3 Explain the impact of poor communication

Healthcare professionals, patients, third-party service providers, and insurance companies help
compensate for the industry's complex network. Hospitals, academics, EHR owners, internal tech
leaders, and healthcare executives all have intricate interactions with one another at their core.
Poor communication in the medical field can have a variety of negative outcomes.
When there is a failure in information exchange among the medical professionals involved in a
patient's treatment, mistakes frequently result in medical issues. Of course, accurate
recordkeeping is essential. However, timely data distribution is also necessary to allow for the
detection and correction of inaccuracies before negative health consequences occur.

Long wait times: Even a 10-minute wait for medical treatments or support is deemed
unacceptable. Long wait times irritate patients, who frequently leave before seeing a doctor and
tend to associate wait durations with the kind of treatment they receive from the hospital. The
whole patient experience suffers as a result of these inefficiencies, which are frequently the result
of poor communication (Yunk, 2019).

Wrong, delayed, or costly treatment: As a healthcare provider, minimising liability should be

one of your main concerns. You suffer significant financial repercussions when the patients
receive poor care, have delays during procedures, or are prescribed the wrong prescription
(Collier, 2021).

Missing follow-ups: The medical journey is a continuous process. The patient's adherence to the
recommended course of treatment and proper drug administration must be confirmed by doctors
and nurses. Using time-consuming and ineffective follow-up techniques puts you in danger of
losing track of patient enquiries and call outcomes. The patient might be affected as a result of
this (University of Waterloo, 2018).

Failure of communication with elderly patients: Communication is key to a positive

healthcare experience, especially when dealing with isolated patients who don't keep in touch
with friends and family regularly. Inadequate communication might lead to these older people's
medical problems being neglected.

Poorly informed advice: Patient data is essential and must be properly maintained by healthcare
professionals. Patients may well not obtain the best treatment suggestions if the information isn't
routinely shared among your employees. It might afterwards impede doctors from making the
best decisions.

An improper management directive for medical institutions is to promote a culture of data

privacy. Improper handling of private medical data, the risk of security flaws increases as
healthcare technologies develop further. The systems run the risk of exposing patient data if the
Electronic Health Records (EHR) isn’t properly integrated (Tiwary et al., 2019).

There are several reasons why communication challenges arise in hospitals, including inefficient
rules and procedures, language barriers, poor communication skills, workload pressure, EHR
problems, inadequate documentation, disagreements amongst staff members, and ineffective
communication methods (Etherington, 2020). The hospital hierarchy can also contribute to
communication breakdowns by giving nurses a power disadvantage that might prevent open
dialogue.

2.1 Evaluate communication systems and practices utilised in the setting

Clarity, accuracy, and discretion are all essential components of effective healthcare professional
communication. To establish accurate diagnoses, guarantee that treatments are given effectively,
and guarantee that patients are aware of their health state and requirements, communication is
essential (Mock, 2021).

It's important to be able to communicate difficult or technical concepts in a way that everyone
can understand while speaking in a healthcare setting. Two-way communication is also involved.
Healthcare practitioners, for instance, must convey what measures have been performed as well
as understand and implement the information that has been given to them by the employees.

1. Sound Understanding of a Patient’s Condition and Needs

Patients receive attention from the beginning to the conclusion of their therapy from physicians
and nurses. These medical personnel examine, appraise, and try to comprehend the state of the
patient.

A good rapport is built with patients by doctors and employees. Even learning about their
personal information is necessary occasionally (Tiwary et al., 2019). Family history, medical
history, way of life, customs, and other factors are a few examples of this information. And it's
crucial to accomplish this to comprehend the main medical problems your patient is
experiencing.

To understand what the patient wants to know about people, the expert must speak with the
patient. Following that, it's crucial to listen actively to the patient. This may provide crucial data
that professionals can use to treat the patient more successfully.
Additionally, the nurse serves as a conduit between the individual and the rest of the team. To
deliver the greatest medical treatment, excellent interactions are essential (Mock, 2021).

2. Understanding the Emotional State of Patients

How well specialists communicate with patients can affect how well doctors comprehend them.
That especially holds for the patient's physical and psychological health. If nurses and patients
can collaborate more effectively, both parties can deliver better care (Regis College, 2018).

Patients' interactions with experts can provide important insights into their long-term well-being.
Additionally, selecting the best treatment options is made simpler.

3. Understanding Patients of Different Ages and Gender

A health professional must work with patients of all ages. To give an example, a teen's
psychology differs from that of a child's (Regis College, 2018). The behaviours of an adolescent
differ from that of an adult similarly.

It would be challenging for a doctor to communicate with patients of all ages without excellent
communication skills. It would be extremely difficult to care for the patients effectively without
communication.

It's critical to have effective communication with both male and female patients. Therefore, it's
crucial to be well-versed in communication techniques and to do so politely (Tiwary et al.,
2019).
4. Realising Social Determinants     
Certain social factors affect health. Additionally, a person's health may be impacted by social,
physical, and environmental factors. Physical problems may become more prevalent as a result
of specific socioeconomic difficulties. Poor, food insecurity, illiteracy, and a lack of schooling
are a few examples (Tiwary et al., 2019). Furthermore, these situations may trigger more serious
health issues.

Therefore, effective patient communication can aid in comprehending their socioeconomic

factors. Additionally, the patient's general health and well-being could be enhanced.

5. Tracking Changes in Care

The medical staff can benefit greatly when a nurse lets them know about a client's condition.
This enables the clinician to adapt treatment approaches to meet the preferences of certain
patients. Additionally, by doing this, experts can constantly and almost real-time track patients'
improvement.

Being a good listener is crucial for nurses. As a result, check up on the patients regularly. People
generally suffer psychological effects while they are in bodily pain. To reduce the patient's
anxiety and discomfort, the specialist must get along well with the patients.

6. Creating Synergy 
In a hospital, there are several online physicians, nurses, and other staff members who are
committed to the patient's well-being. Efficient communication between all the specialists,
nurses, and staff members is crucial for this goal.
On occasion, nurses must inform the doctor of a patient's health status. Similarly, doctors train
nursing how to care for their patients' conditions. Therefore, fostering unity among the medical
care team requires effective communication.

7. Identifying Specialised Needs

A patient's demands may extend beyond their medical treatment. Patients may, for instance, have
unique dietary requirements or distinct religious views.

Only via effective communication can this understanding be ensured. Furthermore, by providing
this information, you can make sure that the standard of care is maintained and the patient's
needs are addressed.
The demand for communication varies among persons. Some people desire attention. Others, in
contrast, hand, are looking for justifications for what all patients are going through. Accordingly,
healthcare providers must communicate (Mock, 2021).

2.2 Propose improvements to communication systems and practices

1. Incorporate effective communication in hospitals' mandatory training program
If experts have never been instructed in good communication, it might be difficult for the patient
for satisfying (Chegg, 2019). So for improving medical staff members require the following
required training sessions:

Request clarification (for instance, "When you say it hurts a lot, what does lot’ imply to you?").

Encourage patients to express their ideas and feelings by validating and confirming them (for
instance, "You indicated that your symptoms are worse in the morning, is that true? What does
that make you think?

Practice listening with empathy (for instance, "That seems distressing. I'm sorry you had to go
through that.")

Make sure medical members are aware of the components of a productive two-way conversation
with patients as well as with management (Smith, 2017).

2. Make communication part of your organisation’s culture

Doctors and medical staff also need to establish the organisation's culture. Healthcare staff set an
example for good communication and makes it a priority in the workplace, staff members may
be inspired to follow the sequence (Zamolo, 2021).

Using an SBAR communication framework is one technique to enhance staff communication

regarding patients when discussing patients with other staff members.

 What is the patient's call or visit about, and why?

 Background: What medical history does the patient have?
 What is the patient experiencing right now?
 Which line of action is better when making a recommendation?
  Strong communication by including it in operative evaluations and feedback.

3. Implement patient satisfaction surveys

Enhancing the patient experience at the hospital by listening to patient input. Patient surveys aid
in classifying the causes of grievances, inquiries, or concerns. They can also highlight the
positive aspects of your team's performance (Zamolo, 2021).

To gather insightful input and determine what kinds of improvements may be made to improve
communications between both staff and patients, think about using surveys (Smith, 2017).

● How simple or challenging was it to make your appointment?

● Did you think the personnel understood your wants and situation?
● How long do you have to wait to be seen while inside the office?
● How happy were you with the medical staff?
● How likely are you to tell your relatives and friends about our office?

4. Use the active listening skills.

The skill of active listening allows the individuals or the people from health care experts to
collect the information from the patents openly (Alhajeri and Shah, 2018). Active inquisitive
harmonies us adjoining cut the evidence we give to patients and elasticity us signs concerning
as soon as they require to review some added in addition if the easy-going has gone over our
communication. Most of the times, it is enough just being heard or listened by someone who can
decrease our anxiety and stress.

5. Judge the existing process of announcement.

Already an individual is able to amend some advances and enhancements within the internal
communication; therefore it is needed to assess the current efforts. Being a healthcare sector, one
should be acknowledged about the importance of building expensive and hypothetically
incurable blunders (Bramhall, 2014). Once the statement or the conversation is assessed, it’s time
to ask for their own response and opinion as well as creating a strategy of center conversations
for them. For instance if an individual is permitting their staff to own and use their voice in order
to communicate and as a leader or an executive it is their responsibility to listen to their opinion,
and amend right fluctuations. If the improvement in the communication is required so badly, then
the executives must understand and acknowledge the need of better listening in order ot build the
good communication and feedback with the staffs (Currell et al., 2000).

6. Prioritize Face-To-Face Communication

As you begin to use technology more and more to communicate with one another, don’t forget
about the value of face-to-face communication. The meetings which are face to face stand very
crucial in order to launch the efficient conversation among the professionals of healthcare. In-
person meetings are always filled with the excessive motivation and enthusiasm especially when
the employees of the health care have worked too hard for different responsibilities with a very
little time of rest (Ha and Longnecker, 2010). While most of the times one might not have the
time for the mandatory meetings, it is essential to try and make the time for the in-person
meetings with the employees and the staffs. Being attentive and a good listener is required to
make the staff realise that the executives and the heads are always there for them and that they
care for them as much as they not even expected, and that their efforts and hard work is being
noticed by their higher authorities. Such simple actions are required to be done correctly because
in the end it will set a solid precedence and attitude towards the staff and they will become more
active and start practising the same activities towards their executives (Kuhlthau et al., 2011).

2.4 Use communication techniques to support effective practice 

Effective communication in health care, unlike telephone, isn’t a game. Much is at stake:

• For therapies to be effective, patients must feel secure enough to speak honestly and openly
with their healthcare professionals.

• In order for patients to receive the best care possible, providers must communicate treatment
plans and health education in a clear, understandable, and compassionate manner (Liu and
Huang, 2020).

• To safeguard patient anonymity, administrators and providers must communicate information

in an ethical and responsible manner.

• To address communication gaps between stakeholders, healthcare institutions must use

culturally sensitive strategies (Moorhead et al., 2013).
The use of communications in health care is important in order to increase the rate of effective
practices. The professionals and executives of the healthcare can gain advantages from the uses
for effective communication within their staffs or even with their patients in health care. The
communications or conversations with the patents are affected by the barriers or discomforts of
the patients because they might not feel good in sharing some of the information regarding their
personal health or life related information but which is crucial for their medical history (Razavi
and Delvaux, 1997). So the effective use of communication could be effective for figuring out
about the health care history. The communication which is skilful is very important for the health
care because it provides the sign of the clear and honest conversation among the patient and the
health are assistant.

The use of open ended questions is required because the patients might feel uncomfortable most
of the times for voicing their concerns. The BATHE strategy helps the assistant of the health care
to ask the patients more information in order to gather their medical history (Razavi and
Delvaux, 1997).

Background: Ask the persistent round their current circumstances such as what is going on in
their lives regarding their studies, their work life or their busy life etc.

Affect: ask the patient about the effects of their health over their personality or even on their life
(Safran et al., 1998).

Trouble: Asking the patient about the dangers or the troubles they are feeling regarding their
health or their disease so the information could be gathered concerning their pain.

Handling: it is also important for the health care assistant to ask the patient about how they are
going through the disease or the causes of their current circumstances of health.

Empathy: it is essential to show that the patients are being heard and answer over their shared
feelings with the health care assistant (Vermeir et al., 2015).

The communication or the conversation between the patient and the health care executives gets
easier after utilising the communication techniques which also effects in the effective practices
regarding the health care of the patients in the hospitals (Williams, 1997). It is also essential for
the health care executives to adopt the plain language while communicating with the patients in
order to make them feel connected and acknowledged with their health issues. The health care
staffs should also hire the interpreters which can be useful for communicating with the patients
effectively. It is also required for the health care assistants or the executives to be humble with
the patients which can protect the patient from falling into deep anxiety concerning their health
issues (Wu et al., 2012).

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