Unit 1: Communicating in Health and Social Care Organisations


• Aim
The aim of this unit is to develop learners’ awareness of different forms of communication used in health and social care settings and its importance for effective service delivery.


Learners will investigate the communication processes in health and social care settings considering the barriers to communication and ways to overcome these barriers. Learners will explore the process of communication and how effective communication can affect how individuals feel about themselves. In addition, communication systems within organisations will be critically examined and learners will gain an understanding of the legal frameworks surrounding the recording of information about people. Learners will gain an understanding of the use of information and communication technology as a tool in health and social care settings.
Learners should note that any direct investigation of communication in health and social care placements or employment should be within the context of a job role. Due regard should be given to the confidentiality of information if used to support assessment evidence for this unit.

Unit content

1 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 e.g. self-concept, self esteem, self-image, ideal self, prejudice, stereotyping, values and beliefs, stress



7  HND in Health and Social Care – Course Handbook 2012/2013



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

2 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)

3 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.









8  HND in Health and Social Care – Course Handbook 2012/2013







Learning Outcomes and assessment criteria:


Learning outcomes


Assessment criteria for pass








On successful completion of this


The learner can:


unit a learner will:











LO1 Be able to explore how


1.1 apply relevant theories of communication to health and


communication skills are


social care contexts


used in health and social


1.2 use communication skills in a health and social care context


care


1.3 review methods of dealing with inappropriate interpersonal





communication between individuals in health and social care





settings





1.4 analyse the use of strategies to support users of health and





social care services with specific communication needs.








LO2 Understand how various


2.1 explain how the communication process is influenced by


factors influence the


values and cultural factors.


communication process in


2.2 explain how legislation, charters and codes of practice


health and social care


impact on the communication process in health and social care





2.3 analyse the effectiveness of organisational systems and





policies in promoting good practice in communication





2.4 suggest ways of improving the communication process in a





health and social care setting








LO3 Be able to explore the use of


3.1 access and use standard ICT software packages to support


information and


work in health and social care.


communication technology


3.2 analyse the benefits of using ICT in health and social care


(ICT) in health and social care.


for users of services, care workers and care organisations.





3.3 analyse how legal considerations in the use of ICT impact





on health and social care.










9  HND in Health and Social Care – Course Handbook 2012/2013







Links

Demonstration and evaluation of learners’ own use of communication skills can be assessed as part of Unit 4: Personal and Professional Development in Health and Social Care. The content of this unit underpins all work in health and social care and therefore has links with all units in the programme.

This unit also has links with the National Occupational Standards in Health and Social Care. See Annexe B for mapping.

This unit also has links with the National Occupational Standards in Leadership and Management for Care Services. For further details please visit Edexcel Website.




In addition to our college library, students may find the following books useful for this unit:

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