|HEALTH AND SOCIAL CARE | |KNOWLEDGE SPECIFICATION | |Particular Activity Planned to Assess relevant Units (s) : | |Candidate: |Assessor: | |AIVET PHIRI | | |Date of Activity: |Location: | |Units/ |Details |KS | |Element/Pcs | | | | 41-1 |Any information you know that will improve the communication needs of a service user must be recorded | | | |in the communication book and care plan in a shareable and easy to read form, also it is important to | | | |access information on the language preference of the service users, permission should be asked before | | | |accessing such information and the information should be kept confidential.. According to the Human | | | |Right Act 1998 gives everybody the freedom of expression. Everyone has the right to respect for his | | | |private and family life, his home and his correspondence.
There shall be no interference by a public | | | |authority with the exercise of this right except such as is in accordance with the law and is | | | |necessary in a democratic society in the interests of national security, public safety or the economic| | | |well-being of the country, for the prevention of disorder or crime, for the protection of health and | | | |morals, or for the protection of the rights and freedoms of others. " Every individual and key people | | | |has the right to information, freedom of speech, right to life and religion. | | | |Also the
Associated essay: Unit 4 M1
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Discrimination act is an Act to make it unlawful to discriminate against service users on the| | | |language difference . No individual should be discriminated against on any of the following grounds, | | | |race, sex, gender, colour, language, culture, disabilities etc. | | | |Equal opportunity Act gives very individual should be treated equally regardless of their gender, | | | |culture or sex i. e. Nobody should enjoy preferential treatment over the other when it comes to | | | |communication and treatment of language e. g. here a service user has a different language from the | | | |care worker and other service users it is the duty of the manager to employ whom could assist the | | | |staff and the service users to understand them self by interpreting the language, so that the needs of| | | |the service user can be meet. Carer can also learn some words from the service user language as this | | | |also promote good relationship. | | | |The data protection act gives individuals the right to see the information recorded about them and | | | |ensures that information should be treated with outmost confidentiality and must not go beyond | | | |authorised boundaries.
Therefore records and reports must be treated confidentially, they should be | | | |legibly written, factual, objective, dated, timed, signed, the use of past and present continuous | | | |tense and they should be kept in a safe place for confidentiality. | | | |By having a vivid knowledge about these legislations, as a team leader I am responsible to incorporate| | | |the requirements of these legislations when communicating, recording and reporting with individuals’ | | | |key people and others. | | |When completing Records and Reports | | | |The Data Protection Act 1998 gives people a right to see the information recorded about them | | | |All information recorded about communication needed of service user or ways in which you found more | | | |helpful should be | | | |- Accurate | | | |- Factual | | | |- Clear | | | |- Easy to read | | | |Any information recorded must also keep confidentially. Do not leave confident material lying around | | | |in public areas. Whatever the purpose of the information, it is important that you record it | | | |accurately. It is also important that you pass one any information correctly in the right form and to | | | |the right person . Although information could be pass by telephone ,Fax, Email, post etc.
Whatever | | | |means it is passed, it must be kept confidentially and service user consent must be seek before such | | | |information is shared. | | | |Provide active support for the individual:-Active support is giving service users the opportunity of | | | |expressing their independence in whatever they want to do. In this case, I make them do what they are | | | |capable of doing and what they enjoy doing which is in their best interest. It improves their | | | |intellectual skills and energy and it serve as a developmental procedure as well. | | |- Using Positive Body Language;- We can guess the feelings and thoughts that another person has by | | | |looking at their eyes ,face, posture, body movement, and cheerfulness promote good relationship and | | | |ensure service user are able to express their needs. | | | |Active Listening:- Paying attention to what service user makes them feel as an individual and | | | |entourage them to express their view and needs.
This could be done by sitting at reasonable distance | | | |to them and look at them in the eye and touch or stroking their hand to show or send messages of care | | | |and affection. | | | |- Give them sufficient time to say and respond to any issue being discussed. | | | |- Maintaining eyes contact also makes the service user feel that we are listening to them. | | | |- Employ interpreter who can interprets the language of the service user. | |41-2b |- Sign language such as flash cards, picture and communication | | | |Recognise the uniqueness of individual and their circumstances:- | | | | | | | |Every individual has got their own style, way of life culture, race, ethnicity and circumstances, | | | |medical and mental status so this has to be put into consideration. Checking the individual care plan | | | |allows you to know their needs and strength on communication. where a service user has a different | | |language from the care worker and other service users it is the duty of the manager to employ whom | | | |could assist the staff and the service users to understand them self by interpreting the language, so | | | |that the needs of the service user can be meet The Equal treatment act:- the principle of equal | | | |treatment in the area of employment, covering disability, religion or belief, sexual orientation and | | | |age.
Knowledge of this makes me ensure that I have to put into consideration the uniqueness and | | | |circumstances of individuals when communicating with them. | | | | | | | |Empower individual to take responsibilities ( as far as they are able within the restrictions placed | | | |upon them) and make and communicate their own decisions about their lives actions and risk.
Providing | | | |active support also comes into this context which is the ability of giving individuals the opportunity| | | |of expressing their independence in whatever they are capable to do. An example is a case were the | | | |lunch was to be served and an individual couldn’t state his demand clearly and I happened to be in | | | |the unit by then. As the team leader I used sign language in order to make them communicate their | | | |demands.
An example of empowering them to take responsibility might be by making them to do their | | | |laundry, escort them for shopping or by setting the dinning tables with my supervision | | | | | | | |How to manage ethical dilemmas and conflicts for individuals, those who us services and | | | |staff/colleagues, about communication, recording and reporting. | | |As a team leader in order to manage ethical dilemmas in term of communication recording and reporting,| | | |I just have to be professional in everything I say and write about individuals and to encourage other | | |41-2c |to do so. In this case I can avoid going beyond professional boundaries. In case an ethical conflict | | | |arises in such situation then I have to carry out a professional corrective measure in handling it. | | | |E. g. hen there is a misunderstanding between two individuals I need to calm both individuals down and| | | |separate them then listen to their complains then settle it amicably following equal treatment to make| | | |both involved happy | | | | | | | |How to challenge information, document, systems, structure, and procedure and practice that is | | | |discriminatory, especially to individuals communication and information needs. | | | |Basically in order to challenge information that are discriminatory I do the followings: | | | |I take disciplinary actions.
Due to what might have happened by following the disciplinary procedure. | | | |Restructuring:- if the structure is discriminatory, a restructuring strategy will go a long way to | | | |combat the situation. | | | |Training:- This will boost the exposure of the team members and will aid their communication skills. | | | |Re orientation:- it is very important to re orientate members of my team if they are use to a certain| | |41-2d |act that is discriminatory and they have no know ledge about it. | | |Meetings:- this can be held in order to combat discriminatory situations. | | | |Review:- This will also go a long way in yielding positive results. | | | |Making use of legal and organisational procedure:- it is very important to seek legal or supreme | | | |advice during discriminatory situations. | | | |Accurate recoding and reporting: - documentation is quite important as well. It can be referred to | | | |over and over again. | | | | | | |Coded of practice and conduct, and standard and guidance relevant to your own and the role, | | | |responsibilities, accountability and duties of others when communicating recording and reporting | | | | | | | |The code of practice could be referred to as conditions that set the standard for the practice in the | | |41-4 |care setting. The main aim is to guide the team members and their leaders in the practice of their job| | | |and to make the care setting free from abuse discrimination and a couple of other things.
It defines | | | |the roles and responsibilities of team member and their employer and also helps in making decisions. | | | |The code of practice for Employers of social care employers sets down the responsibilities of | | | |employers in the regulation of social care workers. | | | |Below are the roles of team leaders under the code of practice that reflects to communication. | | | |You must have given policies and procedures in place to enable social care workers to meet the CQC’s | | | |code of practice for social care workers. | | |You must put into place and implement written policies and procedures to deal with dangerous, | | | |discriminatory or exploitative behaviour and practice. | | | |Strive to establish trust and confidence of service users and carers. | | | |Make sure that you maintain eye contact with the service user when you are talking and avoid staring, | | | |sit where you can be comfortably seen. Don’t sit where someone has to turn in order to look at you. | | |-show by your gesture that you are listening and interested in what people are saying | | |41-5 |- nodding your head will indicate that you are interested and receptive but be careful not to overdo | | | |it and look like a nodding dog | | | |- you can show your caring and concern by using touching to communicate your caring and concern | | | |- be aware of a person’s body language which should tell if he or she finds touch acceptable. | | | | | | | |Recording and reporting | | | |Sometimes there may be the need to pass on information to other colleagues or other health care | | | |professional who contribute to the well-being of service users. Some of the things may need to | | |recorded are | | | |Signs and symptoms indicating a change in the condition of an individual | | | |Signs of a change in the care needs of an individual | | | |Difficulties or conflicts that have risen and actions taking to resolve them | | | |Actions you have taken or notice to promote the communication need of such service user | | | |All information recorded should be | | | |- Clear | | | |- should be factual | | | |- It should be legible | | | | | | | |Current local, UK and European legislation and organisational requirements, procedures and | | | |practice for: | | | |Protecting individuals from harm and abuse: - Pova, Health and safety, CRB, employees health check, | | | |knowledge from training. I have to make sure that all team members go through the CRB check, medical | | |41-6 |status check taking vaccinations against hepatitis’ B or C, vesicular, and MMR before they are being | | | |employed.
It is also essential that I ensure the health and safety of the working environment as well | | | |in order to make it free from abuse and accidents. | | | | | | | |Making and dealing with complaints and whistle blowing:-Complaints procedures, This has to do with | | | |the organisational procedure we do have the introduction and application of complaints forms and the| | | |same time whistle blowing procedures as well.
For example if an issue arises and I happened to | | | |notify my superior, if she doesn’t take any action it is important for me to report to the regional | | | |manager and if the regional manager doesn’t take any action as well, I am saddled to report to a | | | |governing body which might be CQC with or without disclosing my identity. | | | | | | | |Promoting your organisation’s service and facilities- Quality assurance should be put in place to | | | |promote the organization’s service and facilities e. g. were there is a leakage is the duty of the | | | |manager to call the plumber to fix it as this has to do with health and safety procedures and | | | |maintenance.
Health and Safety at Work act 1974- The following are the direct quotes from this | | | |legislation “It shall be the duty of every employer to ensure as far as reasonable practicable, the | | | |health and safety and welfare of all his employees” | | | |“it shall be the duty of every employee to take reasonable care of the health and safety of himself | | | |and other people who may be affected by his act or omission at work. | | |It is also mandatory for every employer to ensure that all equipments are checked and serviced from | | | |time to time. | | | | | | | |Managing and processing request for health and care services, and the parameters for accepting or | | | |rejecting requests for your organisation. | | | |This has to do with the organisational policy and procedure which relates to other organisations | | | |request in order to provide services.
Like inter- care and other organisations that are sending | | | |request in order to supply a couple of products and explaining to them the health and care services | | | |that your organisation provide and you can tell them where to go in order to get such services | | | | | | | |Workplace policies and procedures could be accessed in the following ways: | | | |From computers, file | | | |For example if the information of a client is stored in a computer or another data operating system | | | |and it is pass worded. For me to get access to such information I need to request for the password | | | |from my superior, the regional manager or the head office. | | | | | | |How to access and record information, decisions and judgement about and individual’s communication and| | | |language needs and preference electronically and manually. | | | |Information about an individual could be access manually from the care plans, from the individual, | | | |social service, friends, family of the individual and the GP. It could also be accessed electronically| | | |via telephone, internet, email and fax. Always request for the are plan of an individual before | | | |dealing with them and ask if you are not sure about any of the information, and up date data | | | |electronically by pass wording and keeping the filed in their appropriate place to observe the data | | | |protection | | | | | | | |How different philosophies, principle priorities and code of practice can affect inter agency and | | | |partnership working when communicating, recording and reporting. | | | |In this case the other agency’s method of communication to my organisation might not relate to my | | | |organisations policy and procedure e. g. he social worker wants to speak to the key worker about an | | |41-7c |individual, but our own policy might not warrant him to use such procedure because the social worker | | | |might be asking sensitive question that needs professional response. | | | |Difficulty in inter agency relationship can result into misunderstanding, communication barrier, | | | |incorrect information, miss interpretation, loss of information as well. | | | | | | | |An up to date knowledge of literature related to best practice in recording, reporting and developing | | | |and evaluating communication systems and methods. | | |-Attending training and professional development | | | |-Through research | | | |-Being showed by your supervisor and manager as they may have more years of experience and accumulated| | |41-7d |knowledge which they are happy to share with you. | | | |-Through the Internet: following up information on the internet to improve your knowledge. Be wary | | | |about the information you get from the internet make sure that they are from a reputable source such | | | |as a government department, a reputable university or colleges. | | |-working and discussing as a group or team | | | |In order to reflect best practice, it must be signed, dated, timed, factual, readable, and objective. | | | |In this case it has to posses’ professional quality and must be readable as well. | | | | | | | |An up to date knowledge of governments reports, inquires and research relevant to recording, | | |41-7g |reporting and personal, organisational, multi-disciplinary and multi- organisational communications. | | |Updating knowledge and skills by going for more training, making more research, journals, and internet| | | |liaising with governing bodies from time to time, maintenance of constant and very good relationship | | | |with other organisations from time to time. By doing all this, as a team leader I will definitely be | | | |able to update my knowledge and skills in terms of recording, reporting and personal, organisational, | | | |multi-disciplinary and multi organisational communication. | | | | | | | | | | |Theories about: | | | |Human growth and development and how it can affect communication abilities | | | |Age is one of the factors that render the immune system weak; this will have adverse effect on service| | | |users. In a situation when the service user gets very old he might not be able to hear clearly, this | | | |will prompt anybody that is speaking to them make some adjustment by raising the tone of their voice | | | |while speaking to them. | | | |It brings blur speech, memory loss, the hormones gets weak, and medical status changes. | |41-7h |Team work motivate the ability to perform a task and further more multidisciplinary team can share | | | |ideas, help each others improves language and your skills and ability to communicate with client | | | |effectively when handing over a shift. | | | | | | | |Communication abilities and skills and their impact on an individual. | | |A service user who comes from a foreign background and doesn’t have English as his foreign language | | | |might lose his self esteem when he sees how other service users are relating to each other. | | | |The impact is that their needs might not be fully met; it might lead to frustration, abuse or bad | | | |practice. | | |41-9 | | | | | | | |Identity, self esteem and self image:- A language difference makes it difficult to reach their | | | |self-esteem or self-image for example if the client does not speak or right effectively it brings | | | |about withdrawal of one skill and ability to work as am group. | | | |This is the way that someone pictures him or herself. Loss of it might lead to isolation of one self | | | |and not being able to communicate his/her demands. | |41-10 | | | | |power relationship and how it can be used and abused when communicating with vulnerable people | | | |For instance, a carer might take a service user for granted due to the service user’s nature of | | | |health. In a case where the service user do forget easily, the carer can decide to give some | | | |information’s which are not professional in the presence of his service user because he knows that he| | | |will forget. | | | |Power can be used positively in terms of communication by encouraging the service user and it can be | | | |used the other way round by swearing and shouting on the service user. | | | | | | |multi-disciplinary and multi-organisational working and communication | | | |I a situation where an abuse have occurred , the staff that was involved face a disciplinary panel and| | | |POVA and other governing bodies within and outside the organisation could be involved. | | |41-11 | | | | |Evidence based research and knowledge based research and benefit of both when recording and | | | |reporting. | | |Making use of legislations and quotations while reporting . It makes them serve as future reference | | | |and legal document. This authentifies the report and makes it meet professional standard. | | | | | | | |Knowledge of physical and mental condition you are most likely to deal with and make judgement on when| | | |managing and processing request for services.
From my own point of view there are some physical and | | | |mental conditions of my service user that I can easily decode the cause and know the next line of | | | |action. For example of my service user that his mental status deteriorates drastically I noticed that| | | |might be as a result of his age, I informed my manager, so I had to call the social worker and GP to | | | |come and access him, so his medications was reviewed. At the conclusion of the review. I contact the | | |41-14 |pharmacist to supply. | | | | | | |Health, social emotional, financial, and environmental factors that affects the communication skill | | | |and abilities and well bearing of individuals, families, groups and communities. This could be as a | | | |result of an unsafe working environment this will definitely result into a couple of things within the| | | |working environment because there is no level of security for service users, visitors, staffs, and | | | |those outside the organisation as well. Health factor could be poor facilities for hygiene and other | | | |poor facilities as well which are not helping the people within and outside the organisation. | | | | | | |How different philosophies, principles, priorities and codes of practice can affect inter agency and | | | |partnership communication and working. This can affect inter agency relationships positively or | | | |negatively. Basically inter agency relationships in the context of communication can be of different | | | |medium. The computer can be used for data processing and updating or uploading.
Phones can be used | | | |for calls, reporting, enquiry, receiving. The fax machine as well can be used for reporting, | | | |receiving. Internet could be used for research, emails, while the beeper could be used for sending | | | |signals. Different organisations can have policies; principles guiding the use of this medium in | | | |dissemination of information are which might either be to the advantage or disadvantage of the other | | |41-15 |agency that is relating to them. | | | | | | |Physical and mental conditions you are likely to deal with within your work with individual’s | | | |families, carers, groups and communities and their effect on the communication needs of individuals. | | | |Physical-Ageing, sickness, disabilities, memory lose, hearing impairments, lose of sight. Mental- | | | |dementia, depression, stress, dyspraxia, alzelmhers, and the effects can be inappropriate eactions, | | | |stress, anxiety, and frustration. Lastly their needs might not be met perfectly by their community due| | | |to their inability to communicate their requests. | | | | | | | |Specific equipments that will enable individuals with speaking, sight or hearing difficulties and | | | |additional needs or learning difficulties to receive and respond to information and how to access | | | |and use this. | | | |The specific aids used in the care setting to enable individuals with speaking, sight or hearing | | |41-17a |difficulties and additional needs or learning difficulties to meet their communication needs and | | | |preferences are hearing-aids, spectacles (glasses), communicative pictures, makaton, flash cards, | | | |computer audio communication systems, interpreter etc.
Not the provision of this alone to individuals | | | |who need them but to encourage them in making use of it as well. | | | | | | | |The types of records and report that you are required to complete within your work role and how to | | | |complete them | | | |Below are the records and reports that I do complete within my work role. | | |The finance register, supervision form, annual appraisal, Criminal Record be rue check, Risk | | | |assessment, Care worker assessment, Reviews, Care plans, Minutes of meetings, Daily Logs, Handover,| | | |maintenance records . | | | |In order to state how to complete them, they should be dated, completed, clear enough, comprehensive, | | | |timed, location, witness, subject, and should be objective as well. | | | | | | | | | |41-17b |The different types of data that can be used within records and record and which are best for records | | | |and reports you need to access, complete use and develop-Basically data means information’s. The | | | |different kind of information’s needed in the care setting is of the following categories. | | |Financial: this could be the financial information’s about the home, individual, staffs and financial | | | |relationships with other organisations as well. | | | |Medical: this has to do with the medical information’s about an individual. | | | |Social: anyway in relation to the social status of an individual e. g. Members of his family, his wife| | |41-17c |and children. | | | |Research based: this as to do with information’s received based on the research I have made. | | |Statistical: statistical in the sense of the data base that I do update from time to time. | | | | | | | |Methods of working which facilitates the resolution of the conflicts that you are likely to face | | | |when communicating with individuals and key people. Be attentive, supportive, encourage, and provide | | | |adequate information.
When it comes to resolution of conflicts in relation to communication, I have | | | |got to clarify all misunderstanding in a polite and informed manner in order not to cause another | | | |create bad feelings and if I can’t solve the conflict I refer to my manager to get advice or intervene| | |41-17d |to solve the issue at hand | | | | | | | |31.
How and where information communication technologies can and should be used for communicating, | | | |recording and reporting | | | |Communication technologies can be used in different ways to pass information about the service user | | | |and the staff needs during the time of reviewing and updating information about service user this | | | |techno0logy can be use to pass on information to the appropriate people that need to know this | | | |information or needs to be involved in the reviewing of the information. | | | |Some equipment and how they are being used within the setting are stated below:- | | | |Computer:- store data, updating, recording | | | |Phones: - calls, enquiry, reporting. | | |41-17e |Fax: - reporting, receiving. | | |Internet: - Emails, reporting and receiving. | | | |Beeper: - For sending signals. | | | |Pagers:- reporting and receiving, | | | |Projector, Reporting, presentation, training. | | | |All the above equipment could be found within the care setting. The computer, phones. Fax, internet | | |41-17f |can be found in the office while the projector could be found in the training room. | | | | | | | | | | | | | | | | | |41-18 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-19 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-20 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-21 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-23 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-26 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-27 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-29 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |41-31 | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | |
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