Level 3 Apprenticeship in Health & Social Care

Diploma Unit 1 Promote communication in health, social care or children’s and

young people’s settings
Diploma Unit 9 Promote good practice in handling information in health and
social care settings
Certificate Unit 10 Principles of communication in adult social care settings
Certificate Unit 16 Understand how to handle information in social care settings

Learner Name: Iustin Mărgineanu

Level 3 Diploma in Health & Social Care
Learning outcomes:
Unit 1 Promote communication in health, social care or children’s and young people’s settings
1. Understand why effective communication is important in the work setting
2. Be able to meet the communication and language needs, wishes and preferences of
individuals
3. Be able to overcome barriers to communication
4. Be able to apply principles and practices relating to confidentiality

Unit 9 Promote good practice in handling information in health and social care settings

2. Be able to implement good practice in handling information

3. Be able to support others to handle information

Level 3 Certificate in Preparing to Work in Adult Social Care

Unit 10 Principles of communication in adult social care settings

1. Understand why effective communication is important in adult social care settings

2. Understand how to meet the communication and language needs, wishes and preferences
of an individual
3. Understand how to overcome barriers to communication
4. Understand principles and practices relating to confidentiality

Unit 16 Understand how to handle information in social care settings

2. Understand good practice in handling information in social care settings

3. Understand how to support others to handle information

ERR:

2 Understand agreed ways of working that protect own relationship with employer.

Guidance Notes for Learners

Analyse: Your answer should examine something methodically and in detail, typically in order to
explain and interpret it.

Compare: Your answer should analyse the differences and/or the similarities of distinct subjects.

Define: Your answer should give the precise meaning of a word

Describe: in order to describe something you must give a detailed account. You answer must be in
sentences to demonstrate your understanding of the key terms

Discuss: Essentially this is a written debate where you are using your skill at reasoning backed up
by carefully selected evidence to make a case for and against an argument, or point out the
advantages and disadvantages of a given context. Remember to arrive at a conclusion.

2
Evaluate: Your answer should determine the significance, worth or condition of a subject usually
by careful appraisal and study

Example: Your answer should identify one of a number of possible outcomes

Explain: You need to ensure you answer is clear, detailing facts.

Identify: Your answer should establish who or what something is.

List: Your answer should give a list of names or things that are written one below the other

Outline: Your answer should give a short general explanation outlining the essential features, not
the detail. It should summarise the main points.

Functional Skills – English

Careful attention needs to be given to spelling, punctuation, grammar and

sentence construction to ensure that it is accurate. You will need to proof read
your work to check for, and amend, errors before submitting your final copy to
your assessor.

3
Explain why people communicate with each other and give examples.
Cert Unit 10 AC 1.1 Dip Unit 1 AC 1.1

People have a need to communicate and they need to be understood by others, so they will be able to
express pain or discomfort, needs or preferences. Socialise, entertain, instruct and direct are all a result of
effective communication. Communication is also a necessary tool to survive, e.g. if people are hungry and
don’t have the means to prepare their own sustenance to be able to survive, they need to advise their
care taker of their needs. Also is proven that people need to communicate with others to feed the need
for information that they crave in order to have a sane life. It is a proven fact that people are social beings
and rely on everyone else in their society to be able to thrive, most people that spent a long time in
isolation without communicating with others developed a form of mental illness.

Explain the ways in which communication can affect relationships in the work setting ( consider
communication methods with service users/relatives, team members, managers/supervisors, other
healthcare professionals)
Cert Unit 10 AC 1.2 Dip Unit 1 AC 1.2

In the work place communication happens in many different kinds of conversations, as well as a variety of
meetings, activity and treatment sessions and consultations with medical and other practitioners, that also
involve communication. A closer look at these activities will show me that service users, practitioners and
other adults interact and communicate with each other for a variety of different reasons in the workplace
(e.g. making and Developing relationships, obtaining and sharing information, expressing thoughts and
ideas, giving and receiving support, expressing feelings, wishes, needs and preferences, etc.)

a) Identify the various ways in which you can find out how to communicate with individuals and
find out their language needs, wishes and preferences.
b) Compare the various ways identified and their effectiveness in establishing how to communicate
with individuals and find out their language needs, wishes and preferences.
c) Give a specific example of how you found out how to communicate with and found out their
language needs, wishes and preferences.

Cert Unit 10 AC 2.1 Dip Unit 1 AC 2.1

a) There are different ways that you can find how to communicate with service users, e.g. reading
their care plan and medical notes, speaking with the colleagues, speaking with the family, and
speaking directly with the service user. It is important to realise that people have individual needs
and they use different way to communicate e.g. the way you use to communicate with Mrs X is
different from the way you communicate with Mr Y. You need to know the important aspects and
particularity of different clients.

b) By speaking with a service users you can find out their particular way that they likes to use when
communicating and you can create a relation with your clients easier if you learn how to
communicate strait from them. Although this way might not be always the best way to find out
because e.g. the clients cannot speak or have a hearing impairment that you don’t know about so
in this case you need to find another way how to communicate with them.
Going to the care plan can tell you how is the best way to communicate with the service users,
then the care plans are made by other people that might have a personal choice, of the person that

4
 wrote it, and you cannot always find personal choice of the clients, unless they left a living will to
say how they will like to communicate in different scenarios.
Speaking with your colleagues you can find more about the way they found that works
communicating with specific service users, then again the methods they use might not work for
you.
Going to the family members again you might have a personal preferred way, of the family
members, for communicating and that is not always the same with preferred way of the service
user.

c) Mr M.L. moved in the care home that I work in a few months after I started working. I learned from
colleagues that he has a hearing impairment and he doesn’t like to ware hearing aid so for you to
make yourself understood you need to shout. When I was in hospital with the client, because there
was an environment in which you cannot shout, I tried different ways to communicate with him (by
writing, speaking in his ears, holding my hand around his ears) and I learned that the best way to
communicate is by holding the hand around his ear when you speak strait in the ear.

Describe the different factors to consider when promoting effective communication

Cert Unit 10 AC 2.2 Dip Unit 1 AC 2.2

Factors to consider when promoting effective communication could be:

a) is the environment appropriate for communication (is it well lit, quiet, confidential),
b) does the client understand me(does the service user speak same language as me, does he need an
interpreter)
c) do I need to adapt my way of communication for the individual (speak louder, use non-verbal
language)
d) does the client needs to be communicate with in writing
e) do I use a formal or non-formal language
f) is my way of communicating empathic for the type of information that I deliver
g) is it the best time of day for the service user to receive and understand the information
h) do I use an open body language so the service user feel comfortable speaking with me
i) am I the best person to deliver the information
j) does the service user feel comfortable around me

Describe a range of communication methods and styles to meet the needs of different individuals.
Cert Unit 10 AC 2.3
There is a wide range of communication methods that can be used to meet the so many different people
you work with in care settings. I am going to enumerate a part of them that I come in contact more often.
Non-verbal communications for example you can tell a lot by the way the service users stay the body
language is different for different needs or wishes of the clients. Facial expression is different in different
situations (if people are in pain or uncomfortable the eyes will tell you how they feel even if they cannot).
Signs, symbols and pictures, there are different signs that are recognised by most people e.g. thumbs up
might mean that all is well, a wave of the hand might mean hello or goodbye. Picture might help a person
with dementia that is affected in the speech part of the brain.
Technological aids, some aids can turn small movements into written word and then into speech, such as
the voice box.
Touching another person can send messages of care and affection.

5
Verbal communication such active listening, clarifying, paraphrasing, open questions, closed questions,
tone and pitch.
Written communication, different types of communication need different styles of writing but all require
literacy skills.

In the table below, identify barriers to effective communication and explain how to overcome each
barrier. Cert Unit 10 AC 3.2 3.3 Dip Unit 1 AC 3.2

Barriers to effective How to overcome the barrier

communication
Sensory impairment
Space and time
Cultural/language barriers
Individual factors
Environmental factors
Level of understanding
Poor communication skills
Emotions
Discrimination/Stereotyping
You can find different aids, like technological aids, to assist in the
communication of different information
You can use a different time of day or a different space to deliver
the information
You need to consider if the service users are from a different
culture and if they are you can familiarise with that culture. Also
you need to consider if the service users need an interpreter and
if so to provide one.
You need to identify if there are any individual factors that can
prevent a good communication like if the client likes you or not
and find the best way to replace these factors
You need to assess the environment and see if it is the right
amount of light, right temperature, the noise is minimum and
control the factors that might prevent you from communicating
You need to make sure that the information you transmit is at
same level of understanding as the service user and ask for
feedback to make sure that the client understood the
information you transmitted
You need to make sure you have the right training to improve the
communication skills
You need to be sure that the client is in the right emotional state
to handle the information you transmit, if not, consider
approaching him at a different time
Is the client is discriminatory towards you consider sending a
colleague that is the same as the client, if possible, or a colleague
that is accepted by the service user

Explain at least 4 different ways in which people from different backgrounds may use and/or interpret
communication methods in different ways. Cert Unit 10 AC 3.1 Dip Unit 1 AC 3.1

One of the difference that comes to mind is the fact that in Asia people bow to each other when they
meet and as low the bow is that is how much you respect the other person that you met and if don’t
bow is considered disrespectful and in Europe, as far as I know there are no such traditions.
“Everything ok” is shown in western European countries especially between pilots and divers, with the
sign of the thumb and forefinger forming an “O”. This sign means in Japan “now we may talk about
money”, in southern France the contrary (”nothing, without any value”), in some Latin American
countries, Eastern Europe and Russia it is an indecent sexual sign
In some cultures, it is not appropriate to be frank about emotions, about the reasons behind a conflict
or a misunderstanding, or about personal information. The variation among cultures in attitudes toward

6
 disclosure is also something to consider before you conclude that you have an accurate reading of the
views, experiences, and goals of the people with whom you are working.
The variation among cultures in attitudes toward disclosure is also something to consider before you
conclude that you have an accurate reading of the views, experiences, and goals of the people with
whom you are working. This does not mean that people from any one of these cultural backgrounds are
more or less committed to accomplishing the task, or value relationships more or less; it means they
may pursue them differently.

Why is it important to respond to an individual’s reactions when communicating with them?

Cert Unit 10 AC 2.4

When you respond to someone, it shows that you are listening to them, which then shows that you
understand what they are saying and you are interpreting it correctly importance of responding includes
to provide an appropriate response, to promote empathy and shared understanding. To avoid the
individual becoming more distressed, frustrated or frightened.
The response doesn’t need to be verbal. A simple nod can even be considered communicating, as long as
both participants are aware of each other and understand what is being put forth.

Describe different strategies that can be used to clarify misunderstandings.

Cert Unit 10 AC3.3

Strategies may include asking the individual for clarification. Repeat aspects of what the other person has
said during a conversation as a way of checking their understanding. Confirm understanding by repeating
and summarising.

Give a specific example of how you have used a strategy to clarify a misunderstanding between you and
an individual you support.
Dip Unit 1 AC 3.4

A service user C.S., a client with dementia, was saying that she is dying and after I have asked if she is
dying she said that she is crying, when I asked why she is crying she said that she is lying so that is how I
understood that she was making a game of words and not trying to say anything. To clarify the situation I
have asked her if she needs anything and she said that she doesn’t need anything. This client is on 12
hours 1to1 care during the day and at this particular time in day I were the carer that spent the last hour
with her.

Explain how you can access extra support or services to enable individuals to communicate effectively.
Cert Unit 10 AC 3.5 Dip Unit 1 AC 3.5

You can ask the manager of the home for help e.g. pictures of different meal options that are on the menu
for dinner so you can communicate with the service users that have a speech impairment. You can
research different ways to communicate on internet and attend to different communication trainings. Also
through individuals family and friends. You might call in speech and language services, translation or
interpreting services, social worker or advocacy services.

7
Explain the meaning of the term “confidentiality”.
Cert Unit 10 AC 4.1 Dip Unit 1 AC 4.1

Confidentiality is keeping information safe and private. Passing on private information with the individual’s
permission. Only passing on information without the individual’s permission to others who have a right to
it or need to know it.

Describe ways in which you maintain confidentiality in day to day communication.

Cert Unit 10 AC 4.2

Not discussing personal information about individuals outside of work. Checking the identity of the person
before passing on information. Keeping written records safe or shredded as appropriate. Ensure
confidential information is passed on only to others who have a right to know it and who need to know it.
Password protecting electronic files. Not discussing personal information about individuals with other
individuals.

Describe the potential tension between maintaining an individual’s confidentiality and disclosing
concerns. Cert Unit 10 AC 4.4 Dip Unit 1 AC 4.3

Maintaining confidentiality means being trustworthy. If an individual has told you something which they
do not want you not to repeat, but the information you have needs to be reported. You are under an
obligation to do so. This could course potential tension. If you feel you need to break the confidentiality
for the safety and well-being, tell the person who confided in you that you are compelled to say
something. Perhaps the two of you can figure out a way to do this with the least amount of repercussions.

Give 3 different examples of how and when you would seek advice about confidentiality.
Cert Unit 10 AC 4.4

How I would seek advice: When I would seek advice:

From the superiors by creating a hypothetical
scenario to maintain the confidentiality of the
person that is affected until I know that is
acceptable to breach confidentiality.
From trainings by asking hypothetical questions,
in that way I maintain the confidentiality of my
service users, I can learn how to deal with
different scenarios that I did not knew how to
deal with
By following the instructions in the company’s
policies protocol or contacting the information
security officer
When a service user has spoken to you in
confidentiality is when that person or others are
in danger. E.g. if being sexually abused, physically
abused, threatening harm themselves and/or
others etc.
If individual’s sensitive information has been
shared without his consent to others or any
other organisations who doesn’t legally exercise
‘need to know’ or ‘right to know’
If I notice that a course of conduct may put on
risk that sensitive information of an individual or
a group of individuals of being stolen or used for
harming that individual or group

8
Explain how to maintain records that are up to date, complete, accurate and legible.
Cert Unit 16 AC 2.1

The care plans are reviewed every month. In line with the company’s policies and procedures they need
to be accurate and identify through risk assessment any problems. They are stored in a secure server that
can be accessed by authorised personal with a company issued device on a ‘need to know’ basis any
information that was to be shared. Also any professional worker or a person with LPA can access the
information, after they proofed the ‘need to know’, thru an authorised member of staff

Describe working practices that ensure security when storing and accessing information.
Cert Unit 16 AC 2.2

In our company all sensitive, personal information is stored in a secure server that can only be accessed by
the staff members via password protected company’s device that a member of staff will carry on the
person the entire shift and return them in a secure office, after we have logged out at the end of the shift
to be recharged for the next shift.

In the table below, describe features of manual and electronic information storage systems that help
ensure security. Cert Unit 16 AC 2.3 Dip Unit 9 AC 2.1

Manual information system Electronic information system

Involves storing documents by hand in a filing
cabinet, to use this type of storing a company
needs more equipment. The most used type of
manual storing system is the vertical filing cabinet
(files are kept in drawers and stored in filing
pockets). Other manual filing systems are
horizontal filing cabinet, lateral filing cabinet,
rotary filing, index cards or strips, cross reference
sheet and absent file card.
There are people that sustain the manual filing
system is the most secure because it cannot be
accessed remotely so that way the personal
information is safe and there is hard for somebody
to come and access the information illegally.
The file are stored on a computer in a database.
There are some advantages like:
o space saving
o easy to update and edit
o file can be safer with the right encryption
o information can be read on the screen and
printed on demand
o specific information can be accessed easy
by using the search programs
For this type of storing, a company needs to take
special safeguarding measures like backing up all
data in a secure server that can be accessed only
thru a secured network that is specifically create
for the company and cannot be accessed from
outside the company, creating of personalised
passwords for all authorised personal, locking file
and disk to prevent data being breached, added or
changed.

9
Explain how to support others to understand the need for secure handling of information.
Cert Unit 16 AC 3.1

To support others to understand the need for secure handling of information you must take them through
their initial shadowing days and training ensuring that they complete everything. You must show
individuals where the policies and procedures for handling information are kept, make sure that they
understand the information and can apply it in practise. You also need to make sure that new staff know
the procedure for reporting incidents where there has been a breach in information security or
confidentiality. The best way to show others is to lead by example by never breaching confidentiality,
never use care records inappropriately or abusing the use of any secure device.

Explain how to support others to understand and contribute to records.

Cert Unit 16 AC 3.2

To support others to contribute and understand care records in their shadowing days you must firstly
show them the different types of care records that the company use, where they are stored and how to
share it appropriately. These could include individual’s care plans, daily note, bowel charts, food and fluid
charts. You need to then make it clear to them which of these records they are expected to maintain and
how. You must show good, clearly legible, accurate and up to date records to individuals to learn from.
Hopefully then an individual will have the ability to keep recording accurate information in the appropriate
way, share the correct and relevant information about any changes to an individual’s personal condition or
care needs. You have to keep reminding people even when they are fully trained to keep up to date with
secure record keeping.

Give a specific example of how you have supported others to understand the need for the secure
handling of information. Dip Unit 9 AC 3.1

In a day that the company hired staff from an external care agency, I was tasked to pair up with the agency
worker and bring her up to date in the use of the device for personal care. I have shown the person where
she can find the secure device that she needs to keep on the person and to use while she worked for the
shift. After I have shown her how to log in securely and how to access the personal information about the
service users. At the end of the shift I have showed her how to log out and where to leave the device.

Give a specific example of how you have supported others to understand and contribute to records.
Dip Unit 9 AC 3.2

In a day that the company hired staff from an external care agency, I was tasked to pair up with the agency
worker and bring her up to date in the use of the device for personal care. I have written in my own device
the care notes in front of her and encourage her to ask me any questions while I was doing it, then when I
felt she had a good understanding of how to contribute to care records I had supervised her while she
wrote the information down and corrected her when the information was not complete. When I was
satisfied that she had a good understanding of the device I encouraged her to continue to add information
independently and to approach me any time she was not sure what to do.

10
What personal information does your employer keep about you that must be kept up to date?
ERR AC 2.4

The employer keeps following personal information that needs to be up to date:

 Pay rates
 Payroll
 Sickness of more than four days
 Accidents
 Injuries and dangerous occurrences
 Training and appraisals
 Employment history
 Personal details
 Terms and conditions of employment

Extension Activity

Task A. Carry out research in your workplace to find out how many service users have hearing, sight,
speech or language difficulties. Complete the following graph to show your results (you will need to
label each column according to the provided legend)

Barriers to communication

20

18

16
Number of service users

14

12

10 Hearing
Sight
8
Speech
6
Language
4

11
Task B. Now present your results in a different suitable format such as a spreadsheet or table in a Word
document and produce a chart/graph of your choice
(Personal, Social and Employability Skills NA1, NA2).

Assessment Feedback

Learner signature...............................................................................Date.................................

12
Assessor signature.............................................................................Date...............................

Useful Links

http://www.nhs.uk/Conditions/social-care-and-support-guide/Pages/communication-problems-
carers.aspx

http://www.communitycare.co.uk/2012/07/26/how-social-care-staff-can-improve-their-
communication/

http://resources.collins.co.uk/free/BTECHSCunit1.pdf

http://www.communitycare.co.uk/2008/10/15/proven-practice-communicating-with-service-
users-and-their-carers/

http://www.virtual-college.co.uk/products/communication-health.aspx

13