1.1 identify the different reasons people communicate
In a care setting, clients may communicate to express needs such as food and drink or pain relief, to share ideas and information such as helping with their care plan, to reassure, to express feelings such as sadness, happiness, anger, depression etc, to build relationships and friendships with others, to socialise and have fun, to ask questions maybe about treatment and to share past experiences.
1.2 explain how effective communication affects all aspects of the learner’s work Communication with the service user (client) will help build trust and effective relationships which will allow the client to open up to you and express the individual’s needs and preferences, this will also prevent misunderstandings. Communicating with colleagues will able us to share useful information about the client and immediately point out any changes to the care plan, we can also support the development of our own knowledge and skills.
1.3 explain why it is important to observe an individual’s reactions when communicating with them This is important so we can understand the clients emotional state and if they are in pain or uncomfortable, and also to know that information given has been understood. Clients may do this verbally with tone, pitch or just silence. Clients who are maybe unable to talk may do this non verbally by facial expressions, body language, eye contact or blinking, gestures or touch.
3.1 identify barriers to effective communication
There maybe barriers to communication by the client not being able to talk or medication effecting speech or tiredness. The client maybe deaf or hard of hearing. The background and culture of the client maybe very different to the caregiver, they may speak a different language or jargon and language used may not be suitable for the age of the person. There maybe environmental factors such as noise, poor lighting or lack of privacy. The client may have mental health problems, learning difficulties, health conditions or even just a lack of confidence.
3.4 identify sources of information and support or services to enable more effective communication The translation service or interpreting service can help with language barriers, speech and language services can help clients who have maybe loss the ability to speak or slurs their words due to stroke, medication, operations etc. Third sector organisations such as Stroke Association, Royal National Institute for Deaf People (RNID) will also help with effective communication.
4.1 explain the term ‘confidentiality’
The ethical principle or legal right that a physician or other health professional (caregiver) will hold secret all information relating to a patient or client unless the patient gives consent permitting disclosure. (The Data Protection Act 1998)
4.3 describe situations where information normally considered to be confidential might need to be passed on A client may confide in you that some one is abusing them and stealing money, but ask you not to say anything, I would have to pass on this confidential information because the client may be harmed and is at risk. I may have to be a whistle-blower if I feel a colleague or client are using unacceptable behaviour or are putting others at risk or harm. Passing on confidential information should be on a need to know basis.
4.4 explain how and when to seek advice about confidentiality You should seek advice about confidentiality from your manager or supervisor as soon as any problems or questions occur. It is important that procedures are followed to safeguard ourselves and clients. You may need to seek consent from a manager or supervisor regarding a task or request from a client that you are not sure about.