Communication In Health And Social Care Organisations Essay


In this assignment the writer is going to focus on how communication is important in health and social care settings. In the first section of the assignment the writer will explore in detail what communication is, the methods of communication that are used in health and social care settings and a communication theory that is relevant to health and social care. The writer will also identify potential barriers to effective communication that may arise within a health and social care setting and explore how these barriers may be overcome. Following this section of the assignment the writer will review at least one strategy that is used to support people with specific communication needs and analyse the benefits to service users of using these strategies and make recommendations for health care workers. In the final section of the assignment the writer will analyse key ethical and cultural consideration’s that need to be taken into consideration for a health and social care worker to communicate effectively with service users.

1.1 – Apply relevant theories of communication to Health and Social Care contexts In this section the writer will define the meaning of communication. The writer will describe a range of communication methods that are used in the Health and Social Care sector using examples and describe a communication theory that is relevant to Health and Social Care. Define Communication:

Communication is the passing of information between people or organisations. It is a basic human need that allows people to interact and establish a closer relationship and contact with one another. The purpose of communication is to send messages in a quick and effective way to the person that is receiving it. Communication brings people together who believe in a certain goal with a view to strengthen relationships. Communication allows information to be transferred through exchanging ideas, feelings, and facts so that a better understanding of a subject or conversation is made. For example: in normal day to day conversations, we communicate to: gain information from other people, develop social relationships, and provide feedback to other people.

However when we communicate in a health and social care setting we as care professionals communicate to: explain policies and procedures to both the employees and service users, exchange information with service users and their families as well as with other health care professionals and outside agencies, promote relationships and offer support, to get to know the service user so that all of their needs are met, and to negotiate and liaise with the service users, their family and other health care professionals. Describe methods of communication used in Health and Social Care: There are a range of communication methods that are used within the Health and Social Care sector. The main methods of communication that the writer is going to focus on are: Verbal, Non-verbal, Written and Listening.

The first method to discuss Verbal Communication, which is expressed through spoken word and is used in many different ways throughout health and social care settings. It is used by the patient to inform the care professional how they are feeling, and what concerns they may have. This can be done through face to face or by phone. Verbal communication is also needed to communicate regularly with the patients about their medical procedures, daily care tasks and the patient’s overall health. Before any of these professionals performs any medical procedure or care task with a patient, it is important that they use verbal communication to inform the patient of what they are going to do. This allows the patient to know what to expect when they come into the care setting. The second method is Non Verbal Communication, which occurs through body language, facial expressions, and gestures. It is used in many different ways throughout health and social care settings. Touching a person can send messages of care and affection.

However, as a care professional it is important to consider the surrounding environment and what message you are trying to pass on to the service user before touching them, for example: an arm around a parent who has been told sensitive news about another family member in an hospital setting can make the person feel better however a teenager or young child in the same situation may feel intimidated by this contact from an older person. It is also important to consider sensitive issues such as Child Protection guidance. The third method is Written Communication, by means of written symbols (either printed or handwritten). It is used in many different ways throughout health and social care settings in the form of E-mail, letters, memos, and medical records. Many hospital based settings use Emails to communicate with both their staff and their patients. Emails can be both formal and informal.

The nurses/doctors in a specific department or ward in a hospital can contact the recipient(s) immediately by using an email service. Many other health and social care settings such as a doctor surgery may use letters as a form of communication. Letters are often addressed as formal and they are used widely to contact patients with regards to appointments, test results & collections of medication. Memos are also used within departments of a hospital or residential care homes. They are used to advise staff on latest employee news or policy changes and to keep them updated on any changes within the department and within the hospital/residential care home as a whole, but would not usually be accessible to the service users. The fourth method is Listening Communication which is expressed through listening and paying attention to the person conveying the message and is used in many different ways throughout health and social care settings.

Having good listening skills will help care givers to ascertain if patients/service users have any worries, fears or preferences about their care, for example: a patient in a residential care home setting may tell their nurse that they are being abused. Therefore it is the nurse’s job to listen to the patient and take appropriate action about the information being disclosed. When nurses are handing over care to other nurses at the change of shifts listening communication is also vital the correct information about medication etc. is passed on. Also at ward rounds with doctors the nurses must listen to what the doctor is requesting for the patient, for example: this may be a change in medication or results from a blood test. Therefore it is the nurse in charges duty to report this information back to the other nursing staff.

Explain a communication theory relevant to Health and Social Care: There are a range of different communication theories that are relevant to Health and Social Care. The main communication theory that the writer is going to focus on is the Johari Window Model. 1“The word “Johari” is taken from two people named Joseph Luft and Harry Ingham who made the Johari Window model in 1955. This communication model was developed to help individuals to understand the meaning of self-disclosure and gently encourage people to give and accept feedback. There are two main ideas behind the model. The first idea of the model is that you can build trust with other individuals by disclosing information about yourself. The second idea is that with the help of receiving feedback from others you can learn more about yourself as a person, and come to terms with personal issues.

Joseph Luft and Harry Ingham designed the model that if done effectively it will help people build and strengthen their relationship with one another as well as helping them to solve issues and work more effectively as a team”. The Johari window model is made up of four quadrants. The four quadrants consist of: the Open area, the Blind area, the Hidden area and the Unknown area. The Open Area – This quadrant is the most important quadrant of the Johari Window model. The open area includes things that are known to you and things that are also known to others, for example – the more open you are and the more people you know, the more productive, cooperative, and effective your group will be when working together. In terms of health and social care when communicating with a patient it is important that the care professional that is delivering the care knows who they are delivering the care to.

For example when a patient with cancer is admitted to hospital for chemotherapy it is important that when they arrive they tell the care professional their name and medical history. This allows the care professional to know about them and their health and provide the best quality of care. The Blind Area- This quadrant includes the things that others know about you but you might not be aware of. This can include simple information that you don’t know or it can involve deeper issues such as feelings of unworthiness or rejection that we keep within ourselves and that which we retain out of fear. In terms of health and social care an example of this could be that you don’t maintain eye contact when talking to a patient in a one to one interaction. The patient may notice that you are not maintaining eye contact with them and may think that you are interested, however you may not know this as you cannot see the facial expressions that you are making.

The Hidden Area- This quadrant represents the things that others don’t know about you but you know. This can include our insecurities and shyness. In terms of health and social care an example of this could be that a patient who is experiencing bladder problems may not disclose this type of information to others as they may feel embarrassed to share it, therefore it is hidden. Another example of this may be a nurse who is hiding that she is looking for a job only until a better job comes along because with the salary that she is earning in the job that she is in she is not able to provide for her children. The Unknown Area- This quadrant represents the things that are unknown by you and are unknown to others. This includes the information, feelings, capabilities, talents etc. This can be due to traumatic past experiences or events which can be unknown for a lifetime.

The person will be unaware till he/she discovers his/her hidden qualities and capabilities or through observation of others. In terms of health and social care an example of this may be that a service user being unaware of a hereditary disease that runs in his/her family, for example- a nurse may not be aware that her mother’s grandmother had breast cancer. Due to being unaware this information will be unknown until the nurse has the hereditary disease in later life. In conclusion the ultimate outcome of the Johari Window model is openness which allows for an open dialogue, trust and respect to be shown. 2“The process of enlarging the Open Area quadrant is called “self-disclosure,” and it’s a give-and-take process that takes place between yourself and the people that you’re interacting with. As you share information, your Open Area expands vertically and your Hidden Area gets smaller.

As people on your team provide feedback to you about what they know or see about you, your Open Area expands horizontally, and your Blind Area gets smaller. Done well, the process of give and take, sharing, and open communication builds trust within the group”. 1.3 – Review methods of dealing with inappropriate interpersonal communication between individuals in Health and Social Care settings In this section the writer will identify potential barriers to good communication in Health and Social Care settings as well as exploring how these barriers may be overcome. One of the main potential barriers to good communication in a health and social care setting is Physiological barriers, for example: ill health – a patient in a residential mental hospital who is suffering from Alzheimer’s disease, presenting with confusion and poor memory. This can lead to misinterpretation and will affect communication between the patient and carer.

For example – the patient may be in pain and be in an agitated state, however nurse not realize this and may think their agitated behavior is coming from being in an unusual environment. To overcome this barrier the nurse may provide reassurance to the patient by using calming phrases such as calling the patient by his/her name and letting them know that they are there to help. The nurse may settle the patient into a familiar area where they know the patient feels calm and safe. If the agitation continues the nurse will realise there is more to the unsettling behaviour and this will lead to further investigation in order to get to the root of the problem. Another main potential barrier is Language, for example: a patient who is from the Philippines may have limited English and their care givers do not speak any other languages. The patient will struggle to communicate their medical issue clearly, and the nurses will struggle to communicate the treatment plan.

To overcome this, interpreters can sometimes be used, however this is not always appropriate. Instead many health care providers invest in training staff in non-verbal communication, using basic sign language or creating picture flash cards which demonstrate a range of illnesses and treatments. The physical environment can act as a barrier to communication. Visual factors include lighting, noise, body language, viewing angle and vision. Bad lighting conditions in a face-to-face interactions can affect a nurse’s ability to notice nonverbal communication, obscuring visual clues and body language and could reduce a hearing-impaired person’s ability to lip read. To overcome this the nurse in a hospital could find a room within a ward which has a perfect lighting suiting the service user’s needs. The room was not too bright and not to dim, so the patient could communicate properly and feel comfortable in the environment which she is in.

The hospital would also be periodically conducting risk assessments to ensure the lighting levels in public areas are at a suitable standard. Noise adversely effects communication. Visual noise can be passing traffic at a window can be distracting for a nurse examining a patient and audio noise can be any background noise which could result in a nurse being unable to hear the patient clearly. These can be overcome using a range of different methods, for example the patient can be taken to a private room with closed windows to reduce interior and exterior noise and distractions. Having an appropriate temperature within the wards and consultant rooms will also impact on the patients and staff work because if the temperature is too hot or too cold the nurses may not be as focused on the message that they are trying to send to their colleagues, head nurse, or patients.

This barrier can be overcome by the care home or hospital maintaining a suitable ambient temperature and monitoring it on a regular basis to ensure the comfort of patients. 1.4 – Analyse the use of strategies to support users of health and social care services with specific communication needs In this task the writer is going to review two strategies that are used to support people with specific communication needs. The writer is also going to analyse the benefits of using these strategies for the service user’s as well as making recommendations for the health care workers. Good communication is essential for effective healthcare. However many individuals throughout our society have various different disabilities which affect their communication skills. Disabilities can range from being deaf to the inability to understand or use one’s native language. Examples of these disabilities include: Visual and Hearing impairment’s such as being blind and deaf, learning disabilities of various degrees of severity such as Dyslexia and Autism.

As a health and social care professional it is your duty and responsibility to help overcome any problems of communication that may arise. This can be achieved by supporting the service user by providing them with strategies to overcome communication problems. The two strategies that the writer is going to focus on are: Braille and Sign Language. Braille: Braille is a technique that is used for people who are blind or partially sighted. It is made up of a range of raised dots which makes up the letters of the alphabet, numbers and punctuation marks. Braille is designed to be read by using your fingertips rather than using your eyes and is produced by a machine known as a Braillewriter. In the health and social sector a letter will be sent to a patient to inform them of an appointment. If the patient was blind they would have registered to receive their communication in an accessible form, so the letter would be typed in braille 3“Braille was invented by Louis Braille around 200 years ago, who lost his sight at the age of 15 and became a teacher of the blind. Braille has been adapted to every known language.

Over the years the Royal National Institute of Blind people has continued to fight for braille and the rights of the blind and partially sighted to have access to information and the opportunity to express themselves in written word”. The main benefits of using Braille are that: braille can be self-taught. This allows the blind person to work to their own timetable. It is also less complicated to learn compared to other methods that are used for the blind. Braille provides independence to the individual. Examples of braille being used in the health and social care setting would appointment letters sent in braille, medication packaging and instructions can be labelled in braille, informing them of the correct dosage. Many posters and leaflets displayed around health care settings are produced in braille allowing the service user to receive information relating to their needs.

This material is beneficial to the health care user as they have more knowledge of medical conditions and procedures. This relieves the patient’s anxiety as a result of not having the correct information. Communicating with patients who are visually impaired can be a big challenge for health care professionals. Some recommendations to overcome these barriers may to gain the persons attention before starting to verbally communicate with them. This can be done by simply touching the person’s arm, reassuring them that someone is there to help, as well as introducing yourself to the patient.

It is also important that they feel secure in the environment and this can be done by verbally communicating a description of the surrounds that the find themselves in. Adjustments should be made to fit the individual needs, the room could be cleared of obstacles that may be a trip risk to the patient, the patient can be informed that the room is clear. Reassurance can be given by explaining exactly what will happen in the appointment. In the case of a home visit to the visually impaired patient, the care provider could offer documents in braille giving patient good information on service provided. The service provider could speak in a clear voice, ask the patient if they understand what is being said, repeat important information to make things clearer and conduct the meeting in a quiet environment.

Sign Language:

Sign language is a visual way of communicating to people who are hearing impaired and cannot lip-read, using hand gestures, facial expressions and body language. Different sign languages are used in different countries. Having access to a signed language is vital to any deaf person, child or adult for their cognitive, social, emotional and linguistic growth. Sign language is thought to have been used as far back with early man using gestures before language developed. It is also recorded that Juan Pablo de Bonet invented sign language. In the year 1620, he wrote a book that contained the first known manual alphabet system.

The hand shapes in this system represented different speech sounds. Sign language was continually developed over the next 200 years. The benefits of using sign language in a health and social care setting is the service user is able to understand fully the procedures and treatments that they will receive by and interpreter communicate through sign. This will relieve any anxiety or stress they may have due to being properly informed. The patient is able to communicate with a trained health care interpreter if they have any problems or painful symptoms, this allows the proper medical attention to be given.

Sign language is not only useful to the deaf but also to people with other learning disabilities such as cerebral palsy, autism, down syndrome to name a few. Sign language reduces frustration by providing a way to communicate in situations where verbal communication may not be successful. Communication barriers are broken down for these individual and has a positive effect on the service user as it raises their self-esteem. Medical staff are able to treat the individual with the appropriate medical action and eliminate time wasted trying to find out what the problem is through lack of communication.

Communicating with patients who have a hearing impairment can also be a big challenge. Some recommendations to overcome these barriers may be to ensure that the service user can see your face clearly. This could be done by facing the service user in good light with an appropriate posture so that they are able to see your facial expressions and the way your lips move. However if you’re outside, it is important to face the sun so there isn’t a shadow cast in your face and that the sun doesn’t glare in theirs. It is also important that you make your lip patterns clear without over exaggerating. Using gestures and facial expressions to support what you are saying is also recommended in order for a service user with a hearing impairment to fully understand you for example- a care professional may express that she is happy and delighted by smiling when telling the service user that she is pregnant. It is also important that you speak in a clear normal voice.

However if you raise your voice your facial expressions may become distorted, for example a person with a hearing impairment may realise that you are shouting and might assume that you are angry. 2.1 – Explain how the communication process is influenced by values and cultural factors In this task the writer is going to analyse key ethical and cultural considerations that need to be taken into consideration in order for a health care worker to communicate effectively with their service users. An ethical consideration is when you have to judge what is right or wrong with moral duty and obligation. They are impacted by a range of different factors including religion, culture, upbringing and an individual’s own values and beliefs. Health care workers are providing care to a very wide range of service user’s that come from different cultures and ethical backgrounds. This brings with it all sort of challenges.

For example disagreement between service users and their families with health care providers over treatment decisions. These disagreements typically take one of two forms health care professionals might push a treatment option that is unacceptable to service user or service user may request treatment that is unacceptable to health professional. In cases such as this it is important that health care worker communicates the reasons why he feels the treatment is not an option. For example in a case of a pregnant woman who wishes to have a natural birth due to her beliefs. This may not be an option due to problem with the baby lying breech. In this case it is extremely important the health care professional communicates all the risks to baby and mother, as well as informing of alternative action. Another example is refusal of treatment due to religious reasons. Jehovah’s Witnesses’ religious beliefs forbid them from receiving blood transfusions.

In the case of a serious accident, this may be the only course of treatment, but the health care professional must respect the wishes of the patient and their next of kin. Health care professionals cannot “force” someone to follow a course of treatment, only ensure that the patient is in possession of all the facts including the risks, in order to make an informed decision. Effective communication and being informed properly can put health care users at ease and also be the key to the best treatment being accepted by the services user. Another major ethical problem facing our health service today is the waiting time for procedures and operations to be carried out. This waiting time causes great stress and upset to the healthcare user and may even have a detrimental effect on their health. It is important that the health care provider uses communication skills and mediation skills to address these issues. Keeping the patient informed can reduce anxiety and stress.

A major ethical issue is discrimination for any number of factors such as race, age, religion, sexual orientation, disability, or socioeconomic status, and this can happen on an almost unconscious basis. A patient may feel discriminated against or disadvantaged if they are unable to access services in the same way as all other patients. On the other hand any cultural groups, including gay and lesbian individuals to name but a few, receive no medical care or are grossly underserved for multiple reasons. Sensitivity in the treatment of these cases, along with building a trusting relationship with the patient can alleviate these issues, and health care professionals work to a code of practice which removes discrimination and advocates providing the same standard of care to all. Barriers caused by cultural differences in a multi-national society are widespread. Every health care encounter provides an opportunity to have a positive effect on patient health.

Health care providers can maximize this potential by learning more about patients’ cultures. Understanding the cultural background of a particular patient’s health related behaviour can improve patient communication and care. For example an Alzheimer patient from a foreign country being extremely agitated as they are unfamiliar surroundings may be calmed down by a health professional that can communicate in their own language. Many health care settings employ nurses that can translate to service users if there is a large immigrant group within the area. Lack of cultural competence of health care providers is one of the reasons these groups receive inadequate medical care.

Many health and social care settings provide training to staff who deals with patients that have limited English. Although learning a new language can take years, it empowers confidence and trust with the patients and allows the health care providers of health and social care settings to listen in and verify information between the patient and the interpreter. Non-verbal aids such as picture flash cards can also overcome language barriers. Cultural sensitivity in dealing with non-English speaking patients also increases the trust between a patient and their care provider.


Looking at all the different findings and evidence that the writer has gathered the writer feels that good communication is vital in all aspects of health and social care. It allows care professionals to build relationships with the service users and their families as well as developing relationships with fellow care staff, managers and other members of the multi-disciplinary team. Although there is a great need especially in health and social care settings to continually improve the process of communication, communication among healthcare team members the quality of working relationships, job satisfaction and has a profound impact on patient safety.

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Communication in Health and Social care


The role of communication is huge with respect to the management of various activities and most important in the case of building the positive working environment within the organization. The effective communication process is highly significant for the health and social care sector. If they  have effective communication process then it could enable them to focus on fulfilling the needs of patients or service users (Lloyd, Braithwaite, and Southon, 1999).  Here in this report, the expediency of communication skills has been explained in an articulated manner. Further, the various factors that can affect the communication process have also explained in a proper manner with respect to the health and social care. Therefore, these are certain significant aspects of the communication that have been included within the report.

Task 1

Behavioral Theory of communication with relevance to the communication in health and social care

It is clear that within the health and social care sector the employees need to deal with a variety of patients who has various needs and their own problems. But if the communication is not proper between employees and service users than it could affect the relationship between various parties and from patients point of view the treatment quality could be hampered. Therefore, the employees are required to focus upon improving their communication skills so that they can improve their service quality.  Most importantly there are various theories which can help in understanding the relevance of communication skills within the health and social care. The most significant and important is the behavioral theory of communication. It is clear that such theory provided the fact that the people have different feeling and expression, needs and thought a process which could affect their communication and behavioral aspects as well. The employees need to develop their communication skill particularly to the nature and behavior of patients so that the patients can get quality treatment (Ludhra, 2014). If employees are committed to understanding the requirement of employees then there is a huge requirement of improving the communication skills. The behavioral communication theory suggests that the people have various differences that also required to be considered while establishing communication with them. The patients suffer from their problems and health issues which could disturb their mindset and here in this scenario, the effective communication of employees could help patients in getting over in their behavioral challenges. The employees should not be aggressive; they should listen to others and need to keep patience while handling the problems and weird behavior of patients. It includes both verbal and non-verbal communication within the health and social care sector. The non-verbal communication includes the gestures of the patients and their relatives. Sometimes expressions put more impact than the words and the issues could be resolved easily. Thus, the behavioral theory has huge relevance with the effective communication in health and social care (Sheldrake, 2003).

Demonstrate how you use communication skills within the health and social care sector with different service users.

The most significant and major fundamental of the communication is that every person has a different kind of requirements and needs. The same communication behavior could never be established while dealing with employees. It is clear that the communication skills include proper listening, explaining to other, staying calm, talking very slow and understanding the gestures of others. Different service users might need diverse communication pattern in order to get satisfied and expected treatment. The communication skills could definitely help in fulfilling the expectations of the service users. Incited residential home care the patients belong to various problems. The individual should understand that old age people generally are more irritated and aggressive thus there is need of keeping patience while interacting with them. Further, the old age people should get respect and empathy while communicating with them. On the contrary, the mental patients need more understanding of the gestures and reading the facial expressions. It could help in ensuring that the mentally challenged people can get equally quality treatment and there should not be any kind of discrimination on the ground of paying attention to them (Moonie, 2005). The communication skill and its most basic principle include that the every service user should get equal and fair treatment so that their problems could be resolved. In order to improve my service quality, there is a huge requirement of learning various languages as well. It is a most significant element that can help in building a positive relationship with the service users. Thus here the gestures and nonverbal communication skills are also required to be developed. Here the listening skills include identification of problems and health challenges of the service users. Further, the most significant communication principles which are common for the entire service user is greeting them in a positive way, a smile on the face etc. these are very basic communication fundamental which are required especially in health and social care. It gives confidence to service users and most importantly the stress could be minimized. Thus in this way these communication skills could be used properly and effectively within health and social care setting (Collins, 2009).

Review the methods of dealing with inappropriate interpersonal communication between individuals in health and social care setting.

The major method for dealing with inappropriate interpersonal communication is identifying the root cause of the problem. If once the problems have been identified then it becomes easier to avoid the interpersonal communication. This method must be followed ineffective and stringent manner. The list of the method includes that the employees could get training to learn the English as their common language (Hurst and Patterson, 2014). In London, the English language is most common so the staff of residential home care should get effective training with respect to avoiding inappropriate interpersonal communication. Further, the higher authorities can definitely make certain common code language for various gestures and signs used within the health and social care setting. The staff people should get training for these signs and code language as well. It could also be equally effective with a view of avoiding the situation like a misinterpretation. The training could improve the knowledge level of employees with respect to the interpretation skills. Ahead the methods to dealing with inappropriate interpersonal communication include the arrangement of fun activities so that the staff people could come at the same platform. It is the most significant activity or method that can improve entire communication process within the organization (Johnson and Stoskopf, 2010). Through fun activities, the stress and heat among the employees could be avoided. It is very much effective in building the interpersonal relationship that could easily be avoided in ineffective interpersonal communication. Here the fun activities could be arranged for patients also. It could help in building the positive relations with them. Ahead the managers and staff people could avoid the inappropriate interpersonal communication by arranging the conferences and meetings. The formal communication methods could be effective for the same. In meetings and conferences, the staff people could mention their problems and managers could take right kind of action in avoiding the problems. Thus, these are certain methods which could be implemented or followed while dealing with inappropriate interpersonal communication at health and social care sector (Elliott, Hatton, and   Emerson, 2003).

Analyze the use of strategies that exist to support users of health and social care services with complex health needs.

There are various strategies that can help the service users and residential home care as well in improving their service quality. There is need of making alignment with the technological aspects in order to provide better services to health and service care users. The major strategy is that residential home care setting must use highly latest technology that can enable them to improve their treatment levels. The technologies like proper storage of information, providing the facilities etc. these strategies must gain huge priority by the residential home care. Other than this the strategy also includes the improvement in the communication process. For the same purpose, the technology could be used along with traditional methods of communication. It could help immensely on the ground of supporting the health and service users (Downs, 2008). Further to deal with the patients suffering from complex health needs the strategy of innovation could be effective. In this scenario, the residential home care must bring innovative types of machinery and types of equipment that can help patients in gaining support at very large scale. This machinery and equipment provide chances of establishing proper communication between staff and service users. Other than above mentioned strategies there is a huge requirement of focusing upon the security aspects as well. The residential home care must provide appropriate security facilities to its users and staff people. Without adequate security, it is impossible to support the service users in health and social care setting. Thus, here the technological advancement, communication improvement, and innovation are the major strategies which are required to provide support to the health and service users (Koprowska, 2010).

Task 2:

Explain how the communication process is influenced by the values and cultures with the help of concrete examples from research.

The communication is directly associated with the values and cultures of individuals or of the organization. The values and cultures that have been inherited within the organization are highly responsible for the communication process. The values and culture involve giving respect to other’s beliefs; giving respect to other’s opinion and viewpoint etc. the values and culture also involve bringing each and every individual at same platform within the organization. If the values and cultures are not effective and positive than it could hamper the communication process at very large scale. The major example is that if the employees have their mindset regarding the social differences related to the caste, creed, gender, sex, religion etc. then it definitely become the basis of discrimination. The individuals can get into the discriminatory activities. Here two kinds of impacts over the communication process could be realized. One is that people can make their group based upon region or religion and second is that the discrimination towards single person could also take places. In both the situation the values and cultures and not properly inherited so it hampers the communication process. The discrimination is one of the major factors which influence the communication. It must be avoided and should not be the part of values and cultures (Kratz, 2005). Another example is related to reverence or respect. It is clear that individuals should respect each other’s thought process and working pattern. The value and culture must include the respect giving attitude and most importantly the environment of support must be fostered. If the level of respect towards each another is very low then genuine communication process could never be established within the organization. It could create the sense of hatred, disrespect and hesitation as well. These examples indicate towards the impact of such aspects on the thought process of individuals.  Thus, these two examples represent the individual’s values and cultural aspects that have a huge impact at the communication process within health and social care.

Explain how current and past legislations, codes of practice impact on the communication process.

There are various procedures and techniques that have been adopted by the health sector organizations in order to improve their communication process. It is something which gave them the confidence to focus on strong communication pattern which is ideal for the organization, staff people, and service users as well. The major factor is related to the data protection act. This legislation is very much effective in focusing on effective communication between service users and health sector organizations (Nothhaft, 2010). The information is stored at a very safe place so that the service users can communicate their details to the health and social care settings in an appropriate way. Further, the legislation related to sex and discrimination act is also something that put its impact at the communication process. Now the companies have become more attentive towards the eradication of discrimination related issues. It is something that has provided a huge level of relaxation to employees who faced such situations at the office premises. The sex and discrimination act actually promote the equal working environment which is highly significant for the purpose of a positive communication process. Currently, the rules and regulations for the same are very much strict and it just affect the communication pattern at health and social care setting. The codes of practices are also driven by these legislations and legal aspects (Moss, 2015). Thus, in this way, these legislations and code of practices put its impact at the communication process.

Analyze the effectiveness of how organizations policies and procedures promote good practices and what barriers they might create.

The policies and procedures promote good communication practices in various ways. The policies are strict rules and regulations which are followed by organizations under the influence of legal environment. Ahead the practices include the values and cultures of health and social care setting which they follow for the improvement in the current communication process. The policies actually make people ethical and responsible. The people become disciplined as the fear of fine or penalties or punishment restrict them to breach the basic fundamentals of the communication process (Bryan, 2009). They avoid the unethical and such activities that can affect the communication process within the organization. The responsible attitudes of individuals are required in order to improve the communication process. Thus in this way the policies are favorable for the effective communication process. Ahead the practices include the appreciation giving session, awarding the best employee, measuring the performance on the basis of communication skills as well. Therefore, these are certain practices which have huge role in ensuring that the communication process must be effective. The appreciation and awards are such parameters which encourage individuals to promote good communication practices. Through appreciation and awards, the health and social care setting can create such environment where employee will incline towards the improvement in their communication (Clarke, Sachs and Sumner, 2000). The practices could include involving the level of communication skills with performance assessment process. Thus, these practices also promote the good communication process.

Identify the range of ways through which communication could be improved in health and social care setting.

There are various ways through which the communication could be improved in health and social care setting:

Feedback form: It is one of the major elements that can improve the level of communication within the organization. As mentioned above that the behavioral aspects or the communication pattern of any individual could become the part of their performance assessment. It could definitely encourage individuals to communicate with other people in a good manner. The feedback form could be collected from colleagues where they can provide their opinion towards each other’s behavior. Further, the feedback form could be filled by the patients who could also provide the information about their attendant or nursing staff. In case of mentally challenged patients, their relatives could become part of feedback filling process.  Thus, these responses can affect their performance and their future developmental opportunities could be encouraged. Thus such practices are required to implement in order to improve communication in health and social care settings.

Strategy formulation: Above mentioned strategies could also be effective with respect to improving the level of communication within the organization (Clarke, Sachs and Sumner, 2000). The major factor is that the strategies must be designed as per the specific needs of the patients and staff people. The technological advancement must be related to medical field. Further, the machinery and equipment must be purchased so that the service users who demand it could convey their requirement and messages to other people. There is need of developing the dedicated approach towards the strategy formulation process. The higher authorities must pay an adequate amount of concentration towards such issues and decision-making process.

Training: It is another very important feature that can also contribute immensely in improving the communication in health and social care setting. The training could be providing in operating the new machinery and equipment. The training sessions could be delivered with respect to understanding the gestures and facial expressions of the patients. These training sessions could put huge impact at the communication practices within the health and social care setting. The individual should get training to understand the requirements and needs of service users. The listening skill must get priority by the higher authorities.

Implementation of legal policies: The legal policies are very much powerful sources to improve the communication. It injects the responsible and disciplined approach among the staff people.

Relationship building sessions: These activities could help immensely on the ground of improving the communication in health and social care settings. Such kind of programs could be arranged on the regular basis to make the working environment pleasant (Koprowska, 2010). Therefore, these are certain ways that can help in improving the communication in health and social care setting.


With the help of above study, the impact of communication on various aspects of health and social care settings have become clear. The knowledge of communication through this study could be segregated into two categories; communication skills and communication process. The difference between these aspects has become clear along with their applicability. The role of values and cultures and legal practices is also a major learning of current study. Further various ways that help in improving the communication are also clear in current report. Overall communication could not be neglected as it is beneficial for service users and health and social care settings.


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