Communication and Service Users

HSC31 PROMOTE EFFECTIVE COMMUNICATION FOR AND ABOUT INDIVIDUALS 1 What are the legal and organisational requirements on equality, diversity, discrimination and rights? * Relating to individuals and key people’s language and communication preferences.

* On equal treatment for language and communication. Each service user has a right to information regarding their care that does not discriminate against race/ethnic origin, creed, colour, religion, disability/impairments, marital status or sexual orientation. Each service user has the right to access their personal care files/care plan.Service users may appoint an advocate to make their wishes/preferences known if they are unable to do so. Each service user has the right to communicate using their preferred method of communication and their preferred language.

Records should be completed straightaway or has soon as possible after the event. Details should be accurate. Details should be relevant. Details should be legible. 2 How do you provide active support to enable individuals and key people to communicate their needs, views and preferences using their preferred method and media communication and language?The service user’s environment should be arranged so that communication can take part in an effective way.

Such as turning the television/radio down. You also need to check that the service user has the support they need, such as glasses if needed, making sure they are in reach and clean. Hearing aids should be switched on and working properly. Appropriate styles/methods should be used, such as; Active listening – by showing gestures that that you are listening such as looking at them whilst they are talking. Responding appropriately such as nodding your head.

You should also use good body language, try to maintain eye contact. Leaning forwards towards the service user can emphasize your support/interest. 4 Outline the codes of practice and conduct, and standards and guidance relevant to your own roles, responsibilities, accountability and duties of others when communicating on difficult, complex and sensitive issues and recording and reporting. General Social Care Council Code of Practise (GSCC) Section 2 Says as a social care worker, you must strive to establish and maintain the trust and confidence of service users.

Section 2. 2Communicating in an appropriate, open, accurate and straightforward way. Section 2. 3 Respect confidential information and clearly explain your own organisations policies about confidentiality to service users. Section 6 Says as a social care worker, you must be accountable for the quality of your work. Section 6.

2 Maintaining clear/accurate records required by procedures established for your work. Organisational Policies Service users who wish to communicate difficult, complex/sensitive issues are given a choice of who they would like to discuss with and how much information they will be comfortable sharing about themselves.Information shared by the service user is to be kept confidential. If the information suggests the service user is at risk then consent is required from the service user before passing the information on to an appropriate member of staff. But when consent is not given it becomes important to report, any information.

Any important information needs to be recorded and kept confidential to ensure the data protection act. The service user’s rights, dignity and privacy should be respected. 5 State current local, UK and European legislation, and organisational requirements, procedures and practices for:Accessing records and information about an individual’s communication and language needs and preferences. Data Protection Act 1998 but did not come into force till 1st March 2000 The Data Protection Act replaces the Access to Information act 1987 and most of the Access to Health records act 1990. The exception to this is the records of the deceased person; which is still governed by the Access to Health Records Act 1990.

The Data Protection Act gives every living person or an authorised representative the right to apply for access to their health records. You can also access information about a service user by:Talking to the service user. Accessing previous records after permission has been sought from the appropriate person. Talking to colleagues who knew the service user Talking to family members. Talking to other professionals. Recording, reporting, confidentiality and sharing information, including data protection.

Records/care plans should be completed as soon as possible after the event. Details should be accurate, relevant and legible. Details should clearly indicate if it is fact, opinion or hearsay. Opinions are acceptable as long as it is clearly stated as such.

Always record as little as possible but detailed and as much as necessary. Communicating with individuals Effective communication can take many different forms such as: Actions, gestures, body language, speech and sign language, flash cards, pictures. These should be consistent with the service user’s level of understanding and preferred way of communicating. All forms of communication should be clear and in the person’s preferred language.

6 Where can you go and what are the best ways to find out about and get advice about individual’s communication and language needs, wishes and preferences?Talk to your manager. Talk to the service user. Talk to other colleagues who know the service user. Talk to family members.

Talk to a speech therapist or other professionals. Explore the internet – use the library to obtain information. 7 How and where can you access information and support that can inform your knowledge and practice about communication and language skills? Being extra observant and asking questions from key people can provide additional information which will enhance your knowledge about communication/language skills.If in your daily work you come across difficult situations whilst communicating you can ask your colleagues, supervisor or manager.

Who may have worked with a similar situation/case before You can also look for information on the particular communication problem on the internet or by approaching a specialist organisation for the particular condition. You can also refer to the service users care plan this may give you information on how to communicate effectively. Also attending relevant training courses on communication such as, learning sign language. 8 Theories relevant to the individuals with whom you work about:In relation to specific conditions in your area of practice that can affect communication and language of individuals and key people.

AGE – as people age they may develop difficulties with hearing. So as a care worker you need to speak up, speak clearly, as service users may not be able to hear what is being said, which can lead to frustration. EMOTIONS – If the service user is not emotionally stable it can affect their level of concentration when trying to communicate with them. STRESS – if a service user is distressed this could lead to mood swings, behavioural problems. This could affect the way they communicate.

They wish to maintain silence so refusing communication. DISABILITIES – the service user may have a physical disability, they may have had a stroke. They may have Dementia. So communication could be difficult. You need to communicate at a slower pave and be patient. How communication and language differences and difficulties can affect the identity, self-esteem and self image of the individuals with whom who work.

The service user may feel they have lost their identity. They may low self – esteem. But effective communication helps them to maintain their identity and can foster a positive self – esteem leading them to feel fulfilled.So allowing the service user to: Express their preferences and make their own choices. Express their emotions. To interact with others.

To promote their self worth. Power and how it can be used and abused when communicating on difficult, sensitive and complex issues. As a social care worker you need to support the service user to communicate the information they wish to only. As the service user may not wish to share their distressing issues, and their rights and choice need to be respected.

In this case your power as been used positively.But only if you refrain from questioning them even though you think it is necessary. But providing unwanted support can sometimes be damaging and this abusing your power. The service user may feel they are no longer able to help or support themselves which is not good for their self – esteem or self confidence. They may feel you have interfered and that they are being forced to say/reveal more about themselves then they would have wished to.

9 Factors that can affect the communication skills, abilities and development of the individuals with whom you are working and any behaviour that may result.FACTORS INCLUDE Physical impairments – hard of hearing or deaf. Poor eyesight or blind. Language barriers - different accents, speak in a different language. Cognitive/sensory impairment – such as memory loss e. g.

dementia. Illness – they may have had a stroke or have dementia. Environmental problems – the lighting may be poor, the environment may be too noisy. So if a service user is not supported to communicate effectively they may become withdrawn from other people, they isolate themselves away from people. This may affect their self – esteem and self confidence negatively.

They may also become confused, feel angry and feel frustrated. 10 Methods to support individuals to communicate. Support you can give/provide to service users to communicate are: Ensure the environment is suitable by having sufficient lighting, keeping the background noise low. Provide an interpreter if required. By giving/allowing sufficient time for them to understand what is being said.

Also by giving them sufficient time to communicate. By using appropriate/relevant aids for them to communicate such as, cards, symbols, large print.Also by making sure their hearing aid is working properly if they use one. That they have their glasses on or near by if required.

Provide advocate to speak for service user if they cannot speak for themselves. Ensure written material used is in a suitable format or language. 11 Specific aids to communication that may be used in your area of work There are simple materials available such as pen and paper enabling people to write messages down. There are alphabet charts allowing service user or staff to spell things out.

You can use pictures/symbols, such as a picture of a cup of tea.Communication aids are categorized into three broad groups. Symbolic aids This is the use of signs/symbols such as: British sign language Makaton Picture exchange communication systems Blind/deaf manual alphabets Technical aids Talking equipment such as watches/clocks Computers Light writers Human aids Interpreters Translators Advocates 12 How to arrange the environment and position yourself to maximise communication and interaction Factors that hinder good communication are: Poor lighting – as service users with poor eyesight will be unable to see you.Background noise – from the television/radio or other service users, as service users that are hard of hearing will find communicating difficult if the environment is noisy. Insufficient distance – remember to keep sufficient/appropriate space between you and the service user to avoid invading their personal space. 13 Conflicts and dilemmas created by difficulties in communication in language in your area of work Service users can become isolated or feel frustrated when there are communication problems, between themselves and you the care worker.

These problems can be generated from:Language differences. The service user having hearing/visual impairments. The service user may have a physical illness or they may have dementia. 14 How to work with and resolve conflicts that are likely to meet when communicating with individuals and key people.

Hearing difficulties – service users who use hearing aids need to be assisted to ensure their hearing aids work properly and are fitted properly. You as a care worker will also need to make sure that you give th service user the appropriate space that would enable communication to be effective. If required words can be written down.You can also use signs/pictures.

Visual difficulties – service users who glasses need assistance to keep them clean and reminding to use them. This enabling them to observe non verbal communication. Language differences – if there is a conflict due to language differences an interpreter would be of use for communication. Care workers can also make an effort and learn a few important words to communicate with the service user, or you could try to teach the service user some words but only if they are willing to participate.

Non – verbal communication can be effective in solving this kind of conflict.Physical disabilities – if the service user has had a stroke, or has a physical disability which has affected the person’s ability to speak/understand. The use of short simple sentences/gestures or writing or drawing or using flash cards could be useful to aid effective communication. Also using closed questions which only need yes or no answers could be useful.

Cultural differences – the service user may have a different cultural background. So you as a care worker need to find out their communication preference. This can be done by asking family/friends, other colleagues or by reading their care plan.You could also use an interpreter.

You as a care worker could also research their culture using the internet or other sources. 16 The environments that is most appropriate for communicating difficult, complex and sensitive messages. Communicating sensitive issues at work As a care worker you could come across times when you need to discuss matters with individuals that are sensitive. A service user or a colleague who needs to discuss their personal needs with you is considered a sensitive issue. So you need to ensure the person is comfortable and are encouraged to communicate these issues with you.As a care worker you may need to discuss a sensitive issue with the service user, it could be about their changing needs such as incontinence, mobility, diet.

Some points to consider: Remember the person has a right to their privacy, therefore the immediate environment should be arranged to ensure privacy. Such as using the service users bedroom which when speaking to them should be free from visitors. The persons preferred method of communication should be used/made available. Communicate at the persons preferred pace giving them enough time to understand the content of the communication.Observe and respond appropriately to reactions from the person.

18 The difference between the fact, opinion and judgement and why it is important when recording and reporting information about individuals. FACT A fact is a true statement that cannot be disputed. A fact can be passed on in form of information and would have minimal error. Such information may not need a second person to confirm its reality.

OPINION An opinion is subject to individual beliefs and values which would differ from one to another regarding a single issue. JUDGEMENTS Are also personal and developed from experience they differ from person to person. 9 How to, and why you need to complete records accurately, completely and in ways that can be understood by those who need to access and use the records and reports. All records need to be: Accurate Clear Easy to read Shareable Records/care plans need to completed accurately.

Because the information needs to be used to provide the service user with the care and support they need. Also other members of the care team are fully informed of any new developments and any changes in a service users care plan. 20 Name the 16 Human Rights. The act and the date. The Human Right Act 1998 1.Right to life 2.

Probation of torture 3. Right to a fair trial 4. Freedom of expression 5. No punishment without law 6. Right to liberty and security 7.

Prohibition of slavery and forced labour 8. Right to marry 9. Protection of property 10. Freedom of assembly and association 11. Right to education 12. Prohibition of discrimination 13.

Right to respect for private life and family life 14. Freedom of thought, conscience and religion 15. Abolition of the death penalty 16. Right to free elections 21 What are the eight principles of good practice in relation to the data protection act.

Give date. The Data Protection Act 1998 But did not come into force until 2000 1. Information is obtained and processed in a lawful and fair manner 2. Information processed for limited purposes 3.

Information is adequate, relevant and not excessive 4. Information is accurate 5. Information is not kept longer than necessary 6. Information is processed in accordance with your customer’s rights 7. Information is secure – stored away securely to prevent unauthorised access 8.

Information is not transferred to countries that do not have adequate protection