Communication in Health and Social Care

Know about different forms of communication.

• Learners need to know different forms communication. – verbal – the use of words and sounds to share information including tone and pace non-verbal - eye contact, facial expressions, posture, proximity, environment.
• Being able to ask questions to gain information and understand a service user takes skill. knowing how to use different forms of questions can make a big difference. Open questions require a more detailed response – ‘How are you feeling?’ as opposed to the closed question ‘Are you feeling OK?’
• Examples of barriers to communication and how they can be overcome could include: ways of communicating with someone who has dementia – e.g. speaking at a slower pace to allow them to process information, showing respect and patience asking one question at a time. 

Assessment Criteria

• 1.1

  Describe different forms of communication.

• 1.2

  Give examples of open and closed questions.

• 1.3

  Give examples of how barriers to communication can be overcome.

Understand the importance of communication between health and social care practitioners and service users.

• For this outcome, learners need to give examples of the benefits of clear communication and the consequences of poor communication. Benefits may include developing positive working relationships, gaining a better understanding of individual needs and sharing information.
• Consequences of poor communication could include misunderstandings, inappropriate care plans, lack of trust. Learners need to know why it is important to know whether the service user prefers receptive or expressive communication.

Assessment Criteria

• 2.1

  Explain the benefits to both parties of clear communication between practitioners and service users.

• 2.2

  Outline some of the consequences of poor communication between practitioners and service users.

• 2.3

  Explain why it is important for a practitioner to establish an individual’s needs and preferences for receptive and expressive communication.

Know about barriers to communication between health and social care practitioners and service users.

• Possible barriers may include sensory or cognitive loss, cultural differences, dialect and accent, emotional difficulties, health issues. Ways to overcome these barriers may include use of appropriate electronic aids e.g. telephone amplifiers, hearing loops, computers; using language appropriately e.g. avoiding the use of acronyms, being aware of dialect differences; adapting the environment e.g. improving lighting, reducing background noise; using alternative forms of communication e.g. sign language, lip reading, Braille, Makaton.

Assessment Criteria

• 3.1

  Describe barriers to communication between practitioners and users of health and social care services.

• 3.2

  Outline different ways to overcome these barriers.

Understand information-sharing between health and social care practitioners within and between services. 

Learners need to show that they understand the benefit of sharing relevant information with other services whilst maintaining the confidentiality of the service user. Learners must understand the importance of maintaining confidentiality in health and social care services. They may refer to the 'confidentiality rules', the Data Protection Act 2018, Human Rights Act, Care Act 2014, The Health and Social Care (Safety and Quality) Act 2015. 

Situations where conflicts can arise may include some of the following examples i.e. where the service user is:

• unable to give consent due to ill health,
• has a notifiable disease
• does not have the capacity to make informed decisions
• does not wish sensitive information to be shared e.g. abuse

Examples of how workplace policies and procedures support effective communication may include helping practitioners prepare appropriate care plans, ensuring all parties have a shared understanding of the issues, ensuring consistency in the way information is gathered.

Assessment Criteria

• 4.1

  Explain the benefits to staff and service users of sharing information within and between services. 

• 4.2

  Explain the importance of confidentiality in health and social care, including key legal requirements.

• 4.3

  Describe situations in which there may be conflicts between information-sharing and maintaining confidentiality.

• 4.4

  Outline how workplace policies and procedures support effective communication and appropriate information-sharing within and between services.