promote communication

501 use and develop systems that promote communication

Be able to address the range of communication requirements in own role

1.1
As manager of the service a large proportion of my working day is problem solving.
I need to communicate effectively with colleagues, individuals that use the service, family and friends of those using the service, advocates and other external agencies i.e. residential managers, health professionals, social services.
Daily handover gives all colleagues the opportunity to raise any pertinent issues a free discussion where all have the chance to express themselves. Minutes of weekly staff minutes are signed by all staff to avoid misunderstandings and to ensure that points raised are actioned.
I spend time listening and responding to queries raised by individuals that use the service using appropriate methods of communication.
It is important that all that use the service have their individual communication requirements monitored and supported i.e. visual prompts, hearing aids, signing.
Communication books keep family informed of daily happenings, also an opportunity to inform family members of any behavioural changed noticed, upcoming dates etc. all family are welcome to call or visit and discuss any matters that they feel appropriate.
Other professionals are invited to regular service reviews, visit where appropriate and generally kept informed of service changes. When necessary I communicate directly with service purchaser to inform them of changes in need etc. first by telephone then follow with an email.
It is important to my job role that all communication is clear, concise and informative I need to be able to cascade information to interested parties to ensure the service provided is supportive and relevant. While ensuring that confidentiality is respected.

1.2
I support effective communication within the workplace by ensuring that time is allowed for effective hand over, all staff are aware of the importance of the message book a quick reference for relevant communication with outside agencies.
The individuals supported by the service I manage have a variety of communication needs. The organisation promotes inclusive communication so that all individuals are supported in the best way possible. We use the spoken word ensuring that speech is clear and paced at an appropriate level for the individual being supported and that body language mirrors the spoken word. It is important that we sign alongside the spoken word. We use picture and symbols to give as much accessibility as possible to both the spoken and written word. Where appropriate real objects are used as reference to promote communication where there is limited speech for example an apron for cooking can be used by someone with no speech to show a wish to cook, shopping bag a wish to shop. With a little thought it is possible to give individuals real opportunities to make relevant choices in how they spend their time with us.
It is important to give everybody I support the opportunity to communicate as effectively as possible. Individuals need to feel comfortable and valued.
Active listening is about more than simply hearing what someone is saying.it involves encouraging, showing a real interest and being supportive. Repeating back for clarification, paraphrasing to show that I have really heard what they are trying to say..

1.3

The barriers and challenges to communication faced by those that use the service are many and varied. Colleagues need to be informed of any changing needs, time constraints mean that staff handover has to be clear and concise ensuring that all relevant parties are adequately informed. It is important that staff feel confident in their job role and that I am approachable and open so that any queries can be addressed, staff should have the opportunity for clarification. Individuals that use the service have a variety of communication barriers it is important that I address these to offer an appropriate service.
Those that have a hearing impairment need a quiet environment to communicate effectively, no background noise, direct eye contact, an opportunity to lip read where appropriate, use of signing,. it is important that those involved with communication are able to respond to signs used so all staff have a basic understanding of MAKATON Visual impairment means that special consideration has to be made so that the individual feels comfortable and confident with their surroundings that they are being listened too a time to paraphrase to show understanding with permission physical contact can give reassurance that you are still present and listening.
Everyone needs to feel valued just because you happen to have a disability does not mean you should be valued any less. It is important that those that are a little quieter feel able to approach me with their concerns, I need to make time to really listen – not always possible immediately, I need to ensure they realise that I am not dismissing there concern but need to make time to deal with the issue appropriately.it is important that communication is paced at an appropriate level that professional jargon is explained appropriately
It is important that barriers to communication are addressed an inability to communicate needs can lead to frustration and possibly aggression. I need to be aware of changes to behaviour and try to address any difficulties without allowing things to escalate. .
My job role mean I also regularly liaise with outside agencies it is important to keep clear records of communications. People being out of the office can mean precious time wasted waiting for a call back, it is important that somebody else taking a call is informed of any necessary information. Where appropriate I use email this seems to elicit a response in most cases .As a day service provider it is not always appropriate for outside agencies to share information they have, I need to ensure that at least relevant points are cascaded to us if we are to provide an acceptable service.

3.2
The main forms of communication used at R.E. House are written and verbal and electronic.

Written communication is in the form of message book for staff to record relevant information concisely, enabling all staff to stay informed. Staff meetings are minuted and staff sign to say they have read them to ensure all staff are kept informed of any issues. This stops misunderstandings all staff can refer back and ensure that any action required are followed through. Daily staff timetable is also written so staff can plan the appropriate activities for the group they are working with. A traditional rota does not apply to our service as we provide a day service between the hours of 9am -4pm although staff absence/ annual leave / medical appointments are all recorded.
Individuals that use the service and have limited or little verbal communication have communication books which enable us to share with staff/ family what has been happening. It is a simple form of communication that works well a chance for all parties to be kept informed of anything relevant.
Written care plans provide all information relevant to an individuals service provision ensuring that all involved know the specific care needs.
Written communication provides a record that cannot be altered. It is something g that can be referred back to. For written communication to be successful it should be written legibly, in a form that those that are going to need the information can understand so maybe not too much jargon. Concise so that those who need the information are encouraged to read it.
Accurate so those accessing the information get appropriate information.
Written communication will break down if it isn’t read or can’t be understood but it is an important form of communication as it is a formal record of necessary information to provide a good quality service.
Verbal communication happens all the time I speak with staff to keep them informed of current situations. We have a staff hand over daily to discuss any issues or share relevant information.
A chance to have a real time conversation.
Individuals that use the service like the opportunity to communicate verbally a chance for a conversation when events can be discussed and issues also resolved in real time.
Whether the verbal communication is face to face or over the telephone it provides a vital chance to clarify information, share opinions and get immediate feedback. The possible pitfalls of verbal communication are misinterpretation, no written record, details can be forgotten over time.
Electronic communication is becoming more common and is a real benefit
It gives relatively immediate response a written record, and means that professionals can be contacted even when working from home.
It is also important to be aware of potential hazards.
Appropriate precautions are taken to maintain confidentiality. Communicating electronically limits personal interaction this can cause misinterpretation, it may be necessary to confirm details in person or by telephone. The views of some individuals involved may not be heard, it is unlikely that non-professionals will have access to electronic communication in its entirety (confidentiality issues) which limits their opportunity to give a valid opinion the information if not accurately recorded and maintained can lead to service provision mistakes.

4.1

Legal and ethical dilemmas around information sharing arise when trying to protect an individual’s right to confidentiality and complying with duty of care.
If in conversation with an individual they were to inform me of abuse, I would not be able to consent to keep the information confidential as I have a duty of care to ensure the individuals personal safety. I would obviously explain what I now needed to do – inform the appropriate authorities, offer reassurance that I would continue to support them and explain what each step will be. In this case duty of care supersedes confidentiality although these sensitive issues can still be handled with a degree of tact.
The individuals that use our service are supported by us to be as independent as possible, this does not always sit to well with family members who in a very real desire to keep the individual safe maybe risk adverse. One individual that uses our service made the decision to use the services of a family planning clinic we were asked by her community nurse to support her for appointments. The family at her request were not informed of her choice. The lady concerned may have a learning disability but has the mental capacity to make this judgement, it is my duty to keep the information confidential.

4.2

All information sharing documentation makes clear who is entitled to access information. It states who is authorised and in what circumstances information may be shared (believed abuse).it informs how the information will be shared. All written communication, whether formal posting or electronic will be marked clearly private and confidential and named contact. If any agreement protocol is breached then appropriate disciplinary measures are outlined.
The information held at R.E. House pertaining to individuals that use our service is shared with all appropriate staff so that they can provide the necessary level of support. Our service is purchased by social services on behalf of an individual and as such we share information with social services with the consent of the individual. Session times, days attended etc. are open information as social services only pay for sessions attended so invoices will show sessions attended.
Information sharing agreements require that staff keep individuals information confidential and do not discuss outside the workplace. Any information shared with care staff or family members is only done with the consent of the individual. The service adheres to the Requirements of the Data Protection Act.