Division of Health & Social Care Course: EDEXCEL BTEC HND Level 5 Health and Social Care (management) Year: January 2017 Student Name: UNIT 1: Communicating in Health and Social Care Organisations Lecturers Name: John Gbla Date Issued: 30/01/2017 Completion Date: 19/05/2017 Fail Pass Merit Distinction 1.1 1.2 1.3 1.4 2.1 2.2 2.3 2.4 3.1 3.2 3.3 M1 M2 M3 D1 D2 D3 Learning Outcomes: 1 Be able to explore how communication skills are used in health and social care 2 Understand how various factors influence the communication process in health and social care 3 Be able to explore the use of information and communication technology (ICT) in health and social care. Comments: Assessor’s Signature:______________ Referred Date:______________ Late: Yes No Internal Verification: Yes No I declare that the work I am submitting for assessment contains no sections in copied in whole or part from any other source, unless it is explicitly identified by means of quotation mark or by means of wholly indented paragraphs. I declare that I have also acknowledged such quotations by providing detailed references in an approved format. I understand that unidentified and un-referenced copying both constitutes plagiarism which is an offence. I give my consent for my work being scanned by Turnitin formatively and summatively for the purposes of assessment. StudentSignature: Received: Date: Date: EDEXCEL BTEC HND Health and Social Care Management Unit 1: Communicating in Health and Social Care Organisations Case Study Focus group participant Wellington hospital is a very busy and dynamic teaching hospital based in the heart of central London. It deals with patients from a wide variety of ethnic and social class backgrounds who present with various medical needs. It also has a private wing that deals with private overseas patients. It is well known for its delivery of new and innovative treatments and is continuously looking for ways to enhance its performance. A recent review however suggests that one of the key areas that the hospital needs to improve upon is its communication processes.As the hospital is hoping to achieve Foundation Status, management are keen to improve its communication processes urgently. As a result of the review the hospital’s management team are setting up a focus group to seek staff members’ views and experience about the current communication processes that are in place within the hospital. You are employed as a junior manager on your ward and have been approached by your manager to be a participant for this focus group. You are excited about this opportunity because you have an interest in communication processes and feel that this will give you the opportunity to review what experience and knowledge you have about the communication process. In addition to this, it is an area that you are keen to do further research on, as you are keen to look at how different communication methods can be improved upon or employed in order to enhance the overall performance as a department. To gain a pass grade the following criteria as shown below need to be completed Task 1.1 Apply two different theories of communication and state how you have observed these being used within Wellington Hospital Task 1.2Discuss what type of communication skills you have used within Wellington Hospital Task 1.3 Within Wellington Hospital when inappropriate interpersonal communication arises between individuals review and discuss what methods that are employed in dealing with this. Task 1.4Periodically there are patients who present with specific communication needs in your department, analyse the strategies used to support these needs. To gain a merit grade the following criteria as shown below must be met M1:Identify and apply different strategies that can be used to find appropriate solutions when there is a breakdown in the communication process between staff or staff/patient relationships. To gain a distinction grade the following criteria as shown below must be met D1:Critically reflect upon your own communication skills and evaluate times when you have communicated both effectively and non-effectively and suggest ways in which you can develop or enhance your own personal communication skills. To gain a pass grade the following criteria as shown below need to be completed Task 2.1 Wellington Hospital has a multi-cultural population of both patients and staff; explain how the communication process is influenced by values and cultural factors Task 2.2 Explain how legislation, charters and codes of practice impact on the communication processes within Wellington Hospital Task 2.3 As part of the Focus Group you need to analyse the effectiveness of organisational systems and policies in promoting good practice in communication. Task 2.4Suggest ways of how the communication process can be improved within Wellington Hospital To gain a merit grade the following criteria as shown below must be met M2: Within health and social care communication is carried out between the multi-disciplinary teams and several different agencies, suggest from your research different techniques/strategies that can be used in order to optimise the communication process To gain a distinction grade the following criteria as shown below must be met D2:Discuss how you would increase knowledge and make people more aware of the different values and cultural factors that can impact upon the communication process. To gain a pass grade the following criteria as shown below need to be completed Task 3.1Within your department you access and use standard ICT packages to support the work within Wellington Hospital write a short report on what these packages are and illustrate how you use these by giving appropriate examples Task 3.2Analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations. Task 3.3Analyse how legal considerations in the use of ICT impact on health and social care To gain a merit grade the following criteria as shown below must be met: M3: Provide references from a variety of sources. To gain a distinction grade the following criteria as shown below must be met D3:Demonstrate lateral and creative thinking. Learning outcomes On successful completion of this unit a learner will: Assessment criteria for pass The learner MUST: Assessment criteria for merit The learner can: Assessment criteria for distinction The learner can: LO1 Be able to explore how communication skills are used in health and social care 1.1 apply relevant theories of communication to health and social care contexts 1.2 use communication skills in a health and social care context 1.3 review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings 1.4 Analyse the use of strategiesto support users of health and social care services with specific communication needs. MIdentify and apply different strategies that can be used to find appropriate solutions when there is a breakdown in the communication process between staff or staff/patient relationships. D1: Critically reflect upon your own communication skills and evaluate times when you have communicated both effectively and non-effectively and suggest ways in which you can develop or enhance your own personal communication skills. LO2 Understand how various factors influence the communication process in health and social care 2.1 explain how the communication process is influenced by values and cultural factors 2.2 explain how legislation, charters and codes of practice impact on the communication process in health and social care 2.3 analyse the effectiveness of organisational systems and policies in promoting good practice in communication 2.4 suggest ways of improving the communication process in a health and social care setting M2Within health and social care communication is carried out between the multi-disciplinary teams and several different agencies, suggest from your research different techniques/strategies that can be used in order to optimise the communication process D2Discuss how you would increase knowledge and make people more aware of the different values and cultural factors that can impact upon the communication process. LO3 Be able to explore the use of information and communication technology (ICT) in health and social care 3.1 access and use standard ICT software packages to support work in health and social care. 3.2 analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations 3.3 analyse how legal considerations in the use of ICT impact on health and social care M3 Provide references from a variety of sources D3Demonstrate lateral and creative thinking. Submission Guideline  Name and student number must be written on front sheet and integrity statement must be signed.  Work should be referenced in the Harvard style, including in-text citations  All work should be word processed, with font size of 12  Assignment task number should be written before writing the task  Pages should be numbered in the bottom right hand corner  Spell check the document and read thoroughly for grammatical errors.  The guided word limit is between 2500-4000 words (but you are not limited in your research) Good luck. Student Name Assessors Name Qualification HND Health and Social Care Management Level 5 Awarding body EDEXCEL Unit name 1: Communicating in Health and Social Care Organisations LO 1 Be able to explore how communication skills are used in health and social care AC 1.1 Apply relevant theories of communication to health and social care contexts Comments R. P. AC 1.2 Use communication skills in a health and social care context Comments R. P. AC 1.3 Review methods of dealing with inappropriate interpersonal communication between individuals in health and social care settings Comments R. P. AC 1.4 Analyse the use of strategies to support users of health and social care services with specific communication needs. Comments R. P. LO 2 Understand how various factors influence the communication process in health and social care AC 2.1 Explain how the communication process is influenced by values and cultural factors Comments R. P. AC 2.2 Explain how legislation, charters and codes of practice impact on the communication process in health and social care Comments R. P. AC 2.3 Analyse the effectiveness of organisational systems and policies in promoting good practice in communication Comments R. P. AC 2.4 Suggest ways of improving the communication process in health and social care settings Comments R. P. LO3 Be able to explore the use of information and communication technology (ICT) in health and social care AC3.1 Access and use standard ICT software packages to support work in health and social care Comments R. P. AC 3.2 Analyse the benefits of using ICT in health and social care for users of services, care workers and care organisations Comments R. P. LO 3.3 Analyse how legal considerations in the use of ICT impact on health and social care Comments R. P. Have all ACs been met by the learner? Yes Is Criterion based feedback given to Learner? Yes Overall Assessment Decision Distinction Merit No NO Pass Referral Fail Assessors Signature Dated