Topic: BusinessManagement

Last updated: April 15, 2019

Unit 501 Use and Develop Systems that Promote Communication1.1In my work sector, I must communicate with a various amount of people, ranging from my line manager, deputy manager, seniors, carers, cooks and cleaners. This can also range towards Doctors and nurses, dieticians, residents, family members and friends and other outside agencies. Being able to communicate in different ways helps a strong working relationship with other people.

It is important that I take everyone’s needs into consideration, and that they are met in the correct way. This enhances learning, builds trust and respect. Before a potential resident is admitted into the home, my manager or deputy manager visit the service user either in their home, in hospital or another care facility. Friends and family may also be attending the assessment, including doctors and nurses, to get the best outcome for the potential service user. Communication between everyone involved is at a very high standard, making sure the service users needs and wishes are all met, taking into consideration if this is what they would like and want. A pre-assessment is filled out, ranging from personal assistance, senses and mobility and medical history, keeping within The Human Rights Act 1998, Treating everyone with dignity, fairness and respect. Once it has been discussed and the service user, family and medical professionals are happy to transfer the resident to the home, commination is key, to make sure the transition is smooth, to avoid any upset and confusion. This is to make sure they arrive safety and they have everything they require including equipment.

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Every resident has their own care plan, with their individual needs and requirements. These are updated every month by myself or the senior. Other outside agencies notes are also inputted if they have been seen by them. Care staff can access the service users care plans at any time they wish, to look at notes if an outside agency has visited. Care staff have a daily handover before the start of their shift, to be informed of any concerns or queries, this is verbally communicated. This is also typed and documented in daily report for each individual and a communication book is written in to make sure carer workers read to make sure the correct care is given for each resident. The two main sensory losses are hearing and sight, without these, communications will be affectedHearing loss can range from someone who is a little hard of hearing to someone who is profoundly deaf, Residents who have lost their hearing due to age will need support for how they communicate possibly using sign, written, facial expression, hand gestures and non-verbal.A service user who has lost their sight, communication is affected greatly as they use their hearing, so speaking clearly, and letting them feel objects can help more.

1.2All commutation has a purpose within the care sector of work, you must inform, relay information, having to illustrate my point across so everyone can understand. People have the right to communicate though their chosen method and their choice should be acknowledged and respected by supporting them always. In my role as a Deputy Manager it is very important to have good communication skills, to make sure all necessary and very important information is handed over in the correct manor, creating positive relationship with whom I am communicating to.

Ensuring the best outcome is given for the care staff and residents. I need to be able to communicate with family members, friends, carers and other healthcare services. I must communicate daily with a different range of people, this can include, myself and a resident, myself and a member of staff, myself and Doctors or nurses. This helps me create positive relationships within my job role. One to one communication can be over a telephone, it is a verbal contact but not face to face.

I also use non-verbal communication by email and reports or charts. Another way to use non-verbal communication is to use body language and facial expressions. If their facial expressions suddenly change or body language changes, this could indicate that they are feeling uncomfortable and possibly not agree on what has/or being said. I am aware of people behaviour and body language, keeping good eye contact with the person I am communicating with. You learn how your residents and family members like to express their needs and wishes, with knowing that you can express how to communicate with them creating a good positive feed for them and to help make them feel comfortable or create the feel that they are able to come and speak to me if someone wishes to raise a concern. 1.3Any communication can be a barrier or a challenge, I need to make sure I am not making the communication difficult for someone else not to understand, using terminology that people do not understand is going to make them uncomfortable and not understand on how to answer causing a communication breakdown. An individual that has dementia or Alzheimers can cause a communication breakdown, as they might not be able to understand what is being said, as their brain cannot process the information.

A service user who has sight loss you are relying on touch and hearing, guidance from carers or professional assistance, this must show trust and reassurance towards the person. Make sure you sit so the individual can hear you clearly. An individual who has lost hearing, as they might not be able to hear what is being said, some people can lip read if you care slow and clear for them to understand, others are unable to understand.

Using sign, pictures, gestures and correct body language is always, a positive. Always make sure you are seen by the service user, to ease possible tension of not being able to communicate properly. A language barrier for someone who has a different background can cause communication difficulties, due to beliefs and religions, hand gestures can remark something else with their culture and the same with watching the service user use hand gestures, which can cause an offence. Language can cause barriers due to not being able to understand what is being said, not being able to process or taking the sentence another way that could cause offence. Always being aware of the choice of words bring used.

This could possibly lead to poor explanation and misunderstandings.An individual who is depressed, tired, sick, personal problems can cause communication barriers due to loss of concentration, and sometimes unable to make the correct decision, this could be the wrong decision, but they are unable to understand the consequences. They are needing support and advised/information if there could be a worry. Giving them time to understand.

Body language can be a communication barrier, if another service user does not get along with a staff member this can cause a barrier as they could get scared, or defensive. Noise can be an environmental barrier, not being able to hear each other can cause disruption and possible upset. Going to a quiet room, can make the different with making someone feel comfortable to be able to communicate. It is up to me to build up relationships and build a connecting trust with people I work with, including services users, family members and outside agencies, I show respect to people I work with, encouraging trust and confidence.2.

2In my job role as a Deputy Manager I feel effective communication is very important, using effective communications systems and practices is a key part of my job role. I do daily handovers with each shift, to ensure the carers are aware of what is or has happened throughout the day. I do one to one communication with some staff members to help enhance their knowledge and understanding if queries arise. This also lets them propose different ideas that they may find not good enough or feel other may pick up the message wrongly. I make sure I listen to carers and residents to make sure the best outcome is produced, engaging with everyone so they feel they can speak freely without retaliation.Team meetings and resident’s meetings are very effective as this gives out information about what is going on within the home. Lets everyone speak as they wish, and feel they are being listened to. Any hazards or risks they feel they need to arise and if residents are not completely happy with anything they can speak to someone.

I like to make sure I have good communication skills with all my residents to make them feel as comfortable and confident as can be when speaking to me, speaking to everyone as adults and not children. Residents with dementia could be spoken to in another term as they may not understand but making sure they are spoken to as an adult, making sure they are not belittled and underestimated. Engaging in the movements and their ability to understand.As a Deputy Manager, I carry out supervisions regularly, to allow staff to engage with a one to one service, be able to talk confidently and feel safe with talking to me.

I feel this is effective communication, this allows staff to know how they are doing and it allows staff to arise any concerns that they might have within their job role, and myself providing clear advice of what as a care home expects in their job role. 3.2Within a work environment you need to have effective communication skills, be able to relate information over to other carers in a clear manor that everyone can understand. You need to make sure records are kept up to date otherwise the information is not reliable and incorrect information can be passed over, possibly causing stress and disruptions towards the staff member/family/medical team and the individual themselves.Systems that are computerised, hold a lot of information and can be affected for agencies, as the information is shown in the same way, being able to access information quickly and send emails to other companies efficiently. The main piece of effective communication is a communication book, allowing staff to write in to pass information. However, if staff do not write down information, the next shift can suffer due to mis-communication. Not knowing crucial information can lead to complications within the work force.

A way to resolve the situation is to let the carers read the policies and procedures regarding communication to allow them to understand the importance of writing things down. Making sure staff sign a form to relate they understand. Allowing staff to be able to read care plans helps with being able to understand clients wishes and needs, allowing carers to engage with their residents. A resident with communication difficulties needs more time to spend with a carer to allow time to get the care they need and wish for.4.1It is important to build a trusting relationship and be able to maintain confidentiality within the work place.

Allowing carers and residents to feel safe that what they inform me can be kept confident. I make sure my residents information in kept behind a password computer or a locked cabinet, and each family member and carer is able to access when needed on a daily basis, Carers are also reminded the residents information is under Data Protection Act, so information is not shared, only unless it is required i.e. A Doctor or other professional agencies. Carers are aware that their personal information is also under Data Protection Act, and know they can access it if required, but no other member of staff is shown their information. During supervisions carers are aware that what is being said in the meeting will be under confidentiality, however notes are being made, and carers can read and sign if they agree to what has been noted down, which is then only passed to the manager and filed in a locked cabinet.

Only information that is shared with my manager is if abuse is happening using whistleblowing technique, allowing me to raise genuine information and concern if negligence and danger to the residents, making sure the information is accurate and in the best detail possible, information residents and carers that I will have to inform the manager but kept confidential against others if required, for the best interest of residents or carers.4.2I know as a Deputy Manager that certain information can only be shared on a know to know basis, we have consent forms that allow us to share information, which is signed by either the person it is allocated to or a family member if capacity is limited. I know in my job role that only certain information should be shared if needed, if I need to speak to a doctor or health professional. Following our Policies and Procedures only information that is required to be shared, is. I make sure all information id stored away in a locked cabinet or as it is on the computer is it behind a secure locked password. These keys are only left with management and no other member of staff to ensure the confidentiality of the residents are kept safe under Data Protection Act. There information is firmly confidential.

As I may speak to health professionals through the phone, I make sure the door is shut until the conversation has finished, my computer is locked when I am away from it. Some information to health professionals has been sent though a secure email, or a fax, once this has been completed the information is then stored away in a secure cabinet, or results on the computer is then saved and locked away from anyone who does not need to see this information.


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