ASSIGNMENT FRONT SHEET

Centre Name UK Professional Development Academy

Qualification Qualifi Level 3 Diploma in Health and Social Care
Unit Number and Title HSC302 – Communication for Health and Social Care
Learner Name Keely Granby
Learner ID
Submission Date

Learner Declaration

I, ..Keely Granby.................................................................hereby confirm that this assignment is my

own work and has not previously been submitted as part of any assessment for this qualification. All
the sources, from which information has been obtained for this assignment, have been referenced.
I further confirm that I have read and understood the UK Professional Development Academy rules
and regulations and agree to be bound by them.

Learner Signature: Keely Granby Date:31 May 2023

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Table of Contents
Introduction.......................................................................................................................................... 3
Task 1: Role of communication in effective health and social care practice.........................................3
AC 1.1 Describe the methods used to communicate in health and social care.................................3
AC 1.2 Discuss the strengths and weaknesses of both formal and informal communication
methods........................................................................................................................................... 3
AC 1.3: Outline the principles of effective communication................................................................3
AC 1.4: Explain potential barriers and how they can be overcome...................................................3
Task 2: Communicate information in a variety of formats.....................................................................3
AC 2.1: Discuss the different methods of oral and written communication found commonly in health
and social care................................................................................................................................. 3
AC 2.2: Produce an oral presentation and deliver to an audience at appropriate level (Upload the
Presentation PPT in separate slot on Moodle).................................................................................4
AC 2.3: Produce a written communication that is appropriate for your organisational role...............4
Task 3: ICT in communication in health and social care.......................................................................5
Conclusions......................................................................................................................................... 6
Bibliography......................................................................................................................................... 7

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Introduction
(Briefly explain the context/background and what you will discuss in assignment)

Task 1: Role of communication in effective health and social care practice

AC 1.1 Describe the methods used to communicate in health and social care.
There are currently 5 types of communication methods used in health and social care, the first one
being verbal. Everyone, day to day uses spoken word to communicate with other people, this could
be one to one, or in a group and could involve speaking over the phone, by video or voice message,
watching tv, social media and news outlets. Since the covid-19 pandemic, people have had to adapt
the way they communicate, meaning, a lot of verbal communication has now moved online, via video
calls or video conferences (Vain 2021). As a care worker, they must be able to communicate verbally
to a patient or co-workers, to answer any questions, problems or needs (Etherington 2020). This
could include discussing a care plan or treatment plan, giving out instructions, communicating
effectively so that other people are able to understand what I am saying, discussing a problem with a
supervisor or participate in team meetings or group discussions. Non verbal communication can be
expressed in your body language, and whether your aware of it or not, you are continuously giving
and receiving wordless signals (Segal, Smith, Robinson, Boose). Facial expressions, hand gestures,
posture and eye contact send strong messages to an individual within the care sector. The way you
listen, look, move and react can tell a person if you are listening or not (Wertheim). No date. Written
communication can be used for different purposes in the health and social care setting. We deal with
a lot of paperwork, and also documenting online, so therefore, the recording of personal details
should accurate and up to date, we may need to send an e-mail or messages, update notice boards
or hand over duties .Written communication directed to patients and families should avoid using
jargon so that the information is clearly understood, kept for future reference, stored securely and
remain confidential (Lee2021). Visual communication can come in the form of charts, maps ,or
posters, making the experience easier for the patients to understand and find answers to questions
relevant to them, it is also good visual communication to streamline workflow for staff and
practitioners and can help standardized approaches for best practice. The information is
understandable, accurate and memorable (Latimer 2020). Our listening skills are important as we
need to understand the information being given. We can summarise what someone has said by
repeating the information back to them, that way, you are acknowledging that you are engaged in the
conversation, a simple nod of the head, making ‘mmm’ sounds, using encouraging words such as
‘yes’ and ‘ I see’, actively lets the other person know that you are listening.

AC 1.2 Discuss the strengths and weaknesses of both formal and informal communication
methods.
Formal communication allows an organisation or management to reach their goals and keep
productivity high. There are a clear set of rules and receivers know exactly what is expected from
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them and when, the management stays in control and for some, formal communication feels less
personal, meaning that people’s feelings are less likely to affect strategic decisions. The disadvantage
of formal communication, however, can create divisions between management and employees,
provide mis information, therefore, working with incomplete information, making mistakes and being
seen as incompetent in the work they do (Calin 2019).
AC 1.3: Outline the principles of effective communication.
There are around 7 principles of effective communication. The information should be effective and
have a clear purpose, this includes what is said, how it is delivered, when it was sent and why people
should take notice ( Hudson, Prige, Sympmarc, Saisang, Hendrickson 2023). Communicate your
message in the fewest words possible, using the right tone or voice or use diagrams to provide impact
and clarity. The information communicated should be adequate and complete, fully address the
purpose and provide enough so the recipients can take the required action without delay or confusion.
The messages should be clearly worded so the receiver understands, sentences should be short and key
elements stated separately in bullet points. The attention to detail and style is a good way for the
receiver to be drawn to the message as people are different in behaviour, attention, emotions etc so
may require different message formats for different roles or grades. Showing respect and patience and
involving the individual is a good way of ensuring effective communication.
AC 1.4: Explain potential barriers and how they can be overcome.
There are many barriers where communication is concerned. Physical, social, environment and
emotional. If a person is hard of hearing and needs to communicate whilst reading someone’s lips or
facial expressions, they may find it difficult, especially if the person is not face to face, leading to the
individual feeling alone and not involved. A noisy environment also plays a part in someone not being
able to hear properly. Social barriers in communication can exist in a number of ways. The use of
jargon can make it difficult for someone who is not familiar with the terminology to understand the
conversation. The reluctance to ask a question due to fear of looking incompetent is another social
barrier, this could lead to misunderstandings and make things more difficult to communicate
effectively. Environmental barriers can interfere with communication, this could be because of poor
lighting, especially if the person may have problems with their eyesight or the temperature (hot or
cold) may make a person irritable as they are not able to concentrate properly. Emotional barriers can
interfere with communication which could cause fear, anger, resentment or assumption, especially if
the person is of a different religion of faith, and they feel that they cannot be themselves or are not
able to communicate their needs, especially if they need help with day-to-day things. It’s important to
step back and assess the situation objectively in order to identify any obstacles that may be getting in
the way, making sure the information is clear and understood, is it a good time and place, use a
language the receiver can understand, is the message straight to the point and short, does the person
understand the message, take care of your body language and tone of voice, listen before you speak,
don’t interrupt if someone is speaking and be judgement free.

Task 2: Communicate information in a variety of formats

These days, social media dominates most of our lives and is one of the most popular forms of
communication. It enables you to post open messages for everyone to see, as well as engage with users
through comments (Web design 2018). Social media also has a direct message service, called apps,
that allows you to privately message someone. These could be facebook, Instagram or whatsapp, or

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you could just simply use an instant message to communicate with someone. Email, blogging, voice
calling, video chat and live web chats are all other ways to communicate in a variety of formats
AC 2.1: Discuss the different methods of oral and written communication found commonly in
health and social care.
Oral communication refers to the communication that takes place by speaking. This can include basic
conversations, for example, if a patient is about to have surgery, then the health care professional will
speak to the client to make sure the client is aware of his or her treatment, as well as speeches and
meetings. Other examples are, sharing ideas, communicating our thoughts, exchanging other
information with people or giving orders, whilst doing it in a effective manner (Rogers, Kadian-
Baumeyer 2022). Written communication involves being able to read and write and is vital in health
and social care settings. On a day to day basis, a health care professional would need to record
personal details relating to a patient, keep medical records up to date, to issue medical prescriptions or
to do any referrals that may be required. As long as the information recorded is easy to read and has
the use of proper grammar and punctuality, then another person can do the required work necessary.

AC 2.2: Produce an oral presentation and deliver to an audience at appropriate level (Upload
the Presentation PPT in separate slot on Moodle).
Suppose you are a trainee health care professional and asked by a manager for help in
developing a presentation in MS Power Point on any one of following topics to deliver in
upcoming conference.
 Emotional Health and its importance
 Obesity and Diabetes - interrelationship

AC 2.3: Produce a written communication that is appropriate for your organisational role.
Prepare a simple/brief care plan for fever, pneumonia or any other illness of your choice (only
one page).

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 PNEUMONIA CARE PLAN

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Diagnosis
Implementation Evaluation
Impaired gas exchange
Oxygen saturation
r/t decreased lung surface
maintenance
availability SOB and
shallow breathing.
Decrease in infection
Impaired breathing,
Decreased oxygenation,
Verbal feedback and
Possible Hypoxia
physical demonstration
Patient Goals
Maintain oxygen
levels and an
effective breathing
pattern
Follow antibiotic plan
and administration exactly
as prescribed
Prevent the spread of
Infection
Intervention
Monitor oxygen saturation Yes
with pulse-ox/maybe blood
gas if needed, Encourage
couching and clearing airway.
Administer o2 if needed.
Obtain all cultures prior to Yes
antibiotics, then administer
on time.
Educate the patient on hand Yes
hygiene, covering their cough
Staying away from other sick
People

Task 3: ICT in communication in health and social care.

Digital technologies have become an integral part of modern societies and the environments of older
individuals (Wahl & Gerstorf 2018). The oldest-old generally use ICT in their everyday life but an age-
related digital divide still exists.

AC 3.1: Discuss the benefits and potential hazards of using technology in communications for
organisations.

ICT can make a business more efficient, effective and promptly respond to customers needs. ICT can
assist business activities including design, manufacturing, distribution, sales and feedback. It will also
decrease the need for face-to-face communication and will result in greater dispersion of economic
activity (Nassef) no date. The search of job and recruitment via the internet offer potential efficiency
gains to the labour market and the economy through reducing transaction cost and providing better
matching between workers and vacancies by diffusing information about job widely”. Technology has
reduced the amount of face-to-face interaction or the number of actual telephone conversations that
people have. It is much easier to send a quick text message, rather than to engage in a phone call.
Greater connectivity means that many people never switch off from work. This can cause stress in
both personal and professional lives and causes damaging work/life issues that eventually affect a
person’s ability to do their work effectively. Behaviours can change and make it easier for people to
take on false personas, as the user uses a certain amount of anonymity, when they are not
communicating face to face. Communication by technology can be deemed as thoughtless and has
eliminated privacy, especially if something has been sent that needs to be retrieved. There also has
been studies to suggest that the COVID-19 lockdown has brought about social isolation and the need
to be with other people (primeast 2020).

AC 3.2: Discuss the benefits and potential hazards of using technology in communications for service
users.

The benefits of service users using technology is to allow them to keep in touch with family
and friends. They are able to locate certain things on the internet, whilst improving their
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Mental and Physical Well Being, they can also be kept informed about up to date News and
Current Events. They are also able to locate any social clubs that they could go to help
improve their social wellness, making them feel part of society. It can save lives to. If we look
at a mobile phone for old people with dementia, with such gadgets for the elderly they can
communicate with the outside world and call for help when needed. It is also a great tool for
carers of the elderly, as the technology can remind them to take their medication or monitor
their blood sugar levels thanks to a special device connected to an app. Another benefit of
technology for seniors is that it can help improve cognition and memory skills. There are
several online “brain games” that can help seniors stay mentally sharp. For example, games
like Tetris or solitaire help with spatial recognition and memory, while logic games like
sudoku and chess involve problem-solving and forward planning skills, There are also fitness
apps that have games that are motion controlled, allowing a fun chance for seniors to do light
physical exercise (blog) no date. There can be a few challenges for seniors using technology,
such as medical conditions, that may limit the persons functionality such as Parkinson’s
disease, stroke or dementia. Visual functions decrease as you get older, so people may
experience changes in colour vision, distance or estimated speed of moving objects. Many
seniors may also be afraid of keeping up with change of using technology and may become
anxious at the thought of trying something new or understanding how it may work.
Sometimes the internet can give out a huge amount of information, which can make it
overwhelming for and older person to take in (2017), no name. Another big factor, is the lack
of computer skills, which can make them vulnerable to scams, offering trips away, free offers
or prizes or pretending to be from their bank which requests certain private information in
order to gain access to their bank account or other official government documents (2008)no
name.

AC 3.3: Explain the issues around data protection and how it is implemented in health and social
care.

There are several problems in the health and social care sectors when it comes to data
security, these could include, not being aware of how to store the data properly, making a
mistake in storing the information, if it was better known what is expected by law, losing
documents containing sensitive data about people, whether this be on your computer,
inappropriate disclosure of personal data, misdirected e-mails resulting in loss or exposure of
sensitive information, unauthorized storage and access to patients records. Data protection
healthcare is essential for all individuals dealing with you as an organization. This includes
patients, carers family members and other health professionals involved in their care.
Everyone responsible for using personal data has to follow strict rules called ‘data protection
principles and must make the sure that the information is used fairly, lawfully and
transparently, any paperwork to be locked away securely and used for specialized purposes
only and in a way that is adequate, relevant and limited to only what is necessary, accurate
and up to date, kept for no longer than is necessary and handled in a way that ensures
appropriate security. All staff need to be fully trained in identifying any data breach and are up
to date with the latest legislation. Everyone has the right to be informed about how their data
is being used and it also helps people feel confident that their information will be used in a
way they would expect, if people don’t feel confident that their data is being kept securely,

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this could harm the trust in sharing information with healthcare professionals who need to
access it for them or others (eg carers). If healthcare professionals do not protect the
sensitive data in their care, this could lead to fines and penalties for them or even criminal
charges if it was deemed that there was willful negligence in protecting peoples personal
information. This could also result in losing employment, loss of earnings and having a
damaging impact on your reputation in the field (blog).

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Conclusions

Provide the outcome of discussion of whole assignment

Communication in health and social care is so important, as we need this to be able to gather any
information about patients, families, carers any multidisciplinary team or other co-workers. It is vital
for the job role in hand, as we need to be able to communicate what is going on, how we are able to
manage the situation and the best possible outcome. By liaising with all of the above will make
everyone’s life, whether that be in hospital, a care home, residential home, their own homes or any
other living accommodation, much easier for the individual to be able to live safe and comfortable
with the help and support needed. Communication is so important for the older people especially as
they may not be able to get out much or see many people, which is why technology plays a vital role
as wel,l as this can keep them up to date and informed about day to life and also in touch with other
people.

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Bibliography
Provide list of references in Harvard Style.

Vain C (2021) Verbal, Different methods of communication. Available at

WWW.Cpdonline.co.uk-CPD Online College, (Accessed: 22 May 2023)

Etherington T (2020) Effective communication in health and social care. Available at

www.theaccessgroup.com-The Access Group (Accessed 22 May 2023)

Segal J, Smith M, Robinson L (2023) The importance of effective communication.

Available at www.Helpguide.org (Accessed 23 May 2023)

Lee E (2021) Effective communication in health and social care. Available at

Cpdonline.co.uk (Accessed 23 May 2023)

Latimer L (2020) 5 best practices in visual communication for healthcare. Available at

Catmediaagency.com CATMEDIA-THE AGENCY (Accessed 24 May 2023)

Care Skills (no date) Communication skills in social care. Available at

www.skillsforcare.org.uk/careskills (Accessed 24 May 2023)

Calin A (2019) The surprising importance of formal communication at work. Available

at www.hubgets.com (Accessed 25 May2023)

Hudson S. et al. (2023) The principles of communication. Available at

www.Learnmicrosoft.com (Accessed 25 May 2023)

Explain how barriers to communication may be overcome (2023). Available at

Studentsassignmentshelp.co.uk (Accessed 26 May 2023)

9 ways to overcome the barriers to effective communication (no date). Available at

Trainingexpress.org.uk (blog) (Accessed 26 May 2023)

Types of modern communication (2018). Available at Resource techniques 2018 web

design (Accessed 27 May 2023)

Rogers K, Baumeyer K (2022) Oral and written communication skills. Available at

www.study.com (Accessed 28 May 2023)

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