Communication and Service Users

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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.


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.


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 2.2
Communicating 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.


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...
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