Edexcel Level 3 Diploma in Health and Social Care QCF

Unit 1 - Promote Communication in Health and Social Care
Unit 9 - Promote Good Practice in Handling Information in Health and Social Care Settings

Candidate Name:
Fay Thursfield

Assessor Name:
Debbie Lehay

Acceptance of this evidence is dependent on your assessor’s approval

Within your role as a level 3 Care Assistant/Support worker it is important that you have a good understanding of Communication models, systems and how to work well in a team. You may be working as a supervisor or working autonomously. Unit 1

If you are completing this workbook electronically you can answer after each question and it will expand. If you are handwriting the answers just add separate pages and identify the number you are answering. Be aware that if handwriting it must be clear, neat and eligible.

1. Identify the different reasons people communicate(1.1)

To express needs; to share ideas and information; to reassure; to express feelings; to build relationships; socialise; to ask questions; to share experiences
People communicate in order to establish and maintain relationships with others, to give and receive information and instructions, to understand and be understood, to share opinions, knowledge, feelings, emotions, to give encouragement and show others they are valued.
Communication is an essential tool a support worker can use to meet the needs of tenants. It is a basic requirement of my job role to communicate with individuals and their families, other members of staff on a daily basis. Communicating with other staff members ensures effective team working and continuity of care. It also ensures any health and safety issues are recognised and reported. All carers attend hand over at the beginning of each shift and also complete communication books after attending an individual, thereby keeping other staff informed and aware of current situations within the workplace.
Individuals communicate with support workers to express their needs and preferences and to ensure they are met. As a carer I would discuss the options and choices available to the individual to allow them an informed choice regards their care.

2. Explain how communication affects relationships in the work setting(1.2)

Within the supported living setting I communicate using: Communication books, Handover with Colleagues, staff message book, Staff meetings, meetings with my Line Manager Etc.
Effective communication is important as it ensures that information is: clear, concise, accurate, non-judgmental, and informative. This reduces the possibility of mistakes being made, and ensuring appropriate care service delivery. It is important to work as a team with your colleagues, so that you all work to achieve the same outcomes and targets.
Communication is a fundamental relationship-building skill in the workplace. If people don't communicate well they limit their ability to connect on any meaningful level and, at the extreme, can create conflict. Positive communication skills like listening, open-ended questions, calm tone of voice and "I" statements help bring people together because they are behaviour’s that lead to creating relationships. Workplace relationships also become a lot stronger when people can clearly and effectively communicate what they need and allow others to do the same.

3. Describe how to establish the communication and language needs, wishes and preferences of individuals (2.2)

Health and social care settings are used by people from a diverse range of backgrounds who will want to communicate in different ways. Finding out about each individual’s language needs, wishes and preferences is an important part of your role. You can do this by: ▶asking people whether they or their relatives have particular language or communication needs
▶reading reports and notes about service users that provide information on speech and language issues, learning difficulties,