There are three forms of communication that are widely used: Written – includes traditional pen and paper letters and documents, typed electronic documents, e-mails, text chats, SMS. Communication forms that predominantly use written communication include handbooks, brochures, contracts, memos, press releases, formal business proposals. Verbal – face-to-face, or through phone, voice chat, informal communications such as the grapevine or informal rumor mill, and formal communications such as lectures, conferences are forms of verbal communication.

Visual – communicating using a range of wordless methods such as by graphs, posters, leaflets and flyers and sign language. 2. Using the table below, describe the range of people you might communicate with during your work in the health sector. Include at least 5 or 6 different examples. For each person you have identified, include a description of a situation when you would need to communicate with them ND how you would select the most appropriate form of communication to use in each situation.

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Person Situation Appropriate form of communication Receptionist at GPO surgery Organizing diabetes self-help group meetings, thus need referrals from GPO or Diabetes practitioner Telephone and letter (informal verbal communication and written ) Health workers Organizing community health maintenance clinics Verbal and written communication Appointment cards evaluation reports Briefings Patients/users Community/health maintenance meetings Verbal and visual communication in the form of Flyers to advertise services, arums, Power point presentation Colleagues During home visits or outreach work SMS texts depending on circumstances Nurses Relay medical information about patient/users Verbal and written Care assistants/workers Supporting patients users at community health clinics Section 2: Understand how to reduce barriers to effective communication 1 .

By writing a few sentences, describe the different barriers to communication in terms of: Environmental barriers Communication can be affected by the environment that people find themselves in. For example, someone who does not see very well will struggle o read written information in a dimly lit room. A person who is in a wheelchair may find it impossible to communicate with the receptionist at the dentist’s if the desk is too high and above the wheelchair user’s head or a person hard of hearing who uses a hearing aid will find it difficult to communicate if there is inadequate or no hearing loop facilities. Social barriers When patients and providers do not speak/understand the same language, communication becomes very difficult.

For example when someone speaks a different language or uses sign language, they may not be able to make any ensue of information they are being given by someone trying to help them if that person does not speak their language. Personal barriers People under stress – If someone has personal worries and is stressed, they may be preoccupied by personal concerns and not as receptive or be able to process information as if they were not stressed. People with psychiatric conditions, patients on medication and individuals with disabilities that influence cognition (e. G. , dementia, autism, severe learning disabilities) may have difficulty comprehending and following directions 2.

Read through the scenarios below and, for each one, suggest ways in which the barriers to communication can be overcome. Scenario 1: A patient whose first language is not English has arrived for an appointment and as the receptionist you must check them in for their allotted appointment. However, they are struggling to communicate that they were running a few minutes late and as a result are worried that they have missed their slot. First try to calm the patient by making eye contact and offer a reassuring smile. Speak clearly without using slang or jargon and explain that the apt has not been missed. Scenario 2: A health visitor has an appointment with an older patient who is hard of hearing and who has the TV playing very’ loudly.

The health visitor struggles to communicate their concerns about the patient’s dietary habits and overall health. Without showing annoyance ask the patient to lower the volume or turn off the TV and explain the reason why. Possibly suggest having a hearing loop installed that would improve hearing conversations and TV/Radio and remove the need to have the TV at an impractical level. Scenario 3: A patient confronts a receptionist as they have waited over an our to be seen by the doctor. As a result, the patient is now late in returning to work and may receive a warning from their employer because they have been late several times recently. 1 .

Stay calm and remember their anger may not be directed at you personally. 2. Take a conciliatory approach – give them space and privacy and time to ventilate. 3. Express empathy, concern and support. 4. Apologies for their upset. 5. Listen to the patient’s distress and explore what has upset them and the contributory reasons for their anger. 6. Then discuss how you can help – resent the patient with realistic, achievable options and 7. Come to a shared agreed plan. 8. Check their understanding of what you have agreed. Section 3: Understand how to maintain accurate and complete records 1 Explain how to report and record the following work activities in relation to patients/service users or customers.

Add one more example of your own to the table. Work activity Explain how to report it Explain how to record it A patient slips on a wet floor on the hospital ward where you work. Report it to the divisional management team and the Risk Management Department. The circumstances of falls should be described completely and fully to enable analysis of each incident and remedial action where indicated. An incident form must be completed and signed by senior member of staff in the ward / department where the fall occurred You work in a Gaps’ surgery and discover that one of the fire alarms is faulty. Report any damage or faulty equipment immediately to designated head fire marshal.

Ensure that as much information as possible is supplied to enable a more efficient service to be provided Any faults, repairs or replacements should be recorded in a fire log book Dated and signed A patient sends a letter of complaint about the length of time they had to wait for their appointment at the clinic where you work. Report letter to management. Relevant person responds to communication Copy and place on file Place all communication plus duplicates on patients file and organizations file Your own example: A user has fallen off a chair during their weekly luncheon club. They have not been seriously hurt but feel shock and embarrassment Report it verbally to lunch club supervisor and or line manager, caretaker Record it in incidents and accidents book; including preventative actions taken 2.

Take a look at this client record then explain the importance of accurate record keeping in terms of it being: Up-to-date Timely Understandable Legible Respectful Signed and dated Sunny Vale Care Home Ltd, Derbyshire Date: Career name: Dismiss Client name: Notes: I checked on Summer yesterday morning, she’s not right,says she’s got belly ache or something. She left most of her food and anti drinking her floods, so I gave the spare food to George. Reckon all she needs is to go to the toilet for a number 2 – should sort her right out. She wet herself yesterday after I got her dressed, but she had NT clean undines. UT some Of Florescence’s nicks on her – it’s alright coos Fool don’t know what day it is, bless her! She also lost her meds again – couldn’t find them yesterday. Signature: Now use the box below to type your explanation.

The above record is illegible, has no date, patient name, hints at a potential serious medical problem, is written in abbreviation and slang is a little demeaning and disrespectful in its reference to patients. There is unnecessary information and it needs to be signed to complete the official process. Patients have the right to see files and read anything that has been Ritter about them and could be offended about personal comments. If a health organization keeps poor records it could have the consequence of insufficient information available in an emergency Writing care records accurately and maintaining “defensible documentation” allows staff to give a better level of care to service users reducing barriers to communication.

The records help provide consistency of care and are crucial for tracking improvements or deterioration in the patient/user’s condition. But as well as protecting patients, writing care records also has major benefits or staff. The records provide a vital reminder of key information and give staff the peace of mind that every aspect of care has been completed correctly. It also provides them with the necessary evidence to show that they are fulfilling their duties properly and will also ensure that they have all the correct documentation to hand when asked to produce records during inspections. Section 4: Understand how to maintain confidentiality 1 . In the space below provide your own definition of confidentiality.

Confidentiality means to protect sensitive and private material/information, e it medical/health records, test results, reports or personal information such as current contact details etc. Confidentiality means keeping information about service users and employees secret and secure by ensuring that all information is suitably stored and protected 2. With this definition in mind, explain why confidentiality is important. Confidentially is important as it prevents misuse, loss and unauthorized access of personal information. In addition, it benefits patients/users by providing a secure environment in which they are most likely to seek medical are and to give a full and frank account of their illness when they do.

If confidentiality is not encouraged and maintained, patients will lose faith in their doctors and will not present when they are ill ; It supports public confidence and trust in healthcare services more generally. ; It expresses respect for patients’ autonomy: people have a right to choose who will have access to information about them, and a rule of confidentiality for medical practitioners reassures patients that they can determine who will be privy to their secrets. There are also legal ramifications for not maintaining infallibility; breaches could lead to prosecution for organizations and/or employees 3. Explain how to maintain confidentiality when sharing information. You could discuss procedures and processes for maintaining confidentiality, or provide examples in your answer. Refer to any relevant Acts of Parliament in your answer.

Manually Physical files should be: Stored securely – individual files are locked and secured Properly organized Accessed only by authorized employees- information about patients/users is not told to people who ‘do not need to know Verbally Patients’ medical details are not: Discussed without their consent – workers do not tell other people what is in a patient/users file unless they have permission from the patient. Adult patients have the right to keep any information about themselves confidential, which includes that information being kept from family and friends. Electronically Electronic files should be: password protected Behind firewalls to protect against hacking Encrypted Completely erased if out-of-date or irrelevant Stored on hardware that is physically secured to prevent theft.

Common law and statues such as the Data Protection Act 1998 and the Human Rights Act 1998 jointly define a doctor’s legal duty of confidentiality. It controls how personal data is used and processed; this personal data includes health records which are considered legal documents and are covered under the Data Protection Act 1998. Health Administration Act 1 982 This Act covers any information that is provided or recorded within the health system. Basically, information cannot be disclosed, without the consent Of the person to whom the information relates or for the purpose of legal proceedings, such as a court order or subpoena that allows access to health information on a client.