USE & DEVELOP SYSTEMS THAT PROMOTE COMMUNICATIONS 1, 1.1 – As a deputy manager to the service users we support I communicate with them on a regular basis, I also communicate with other professional bodies who are also helping with support to the service users. These include other managers, support workers, occupational therapists, physiotherapies, doctors, district nurses etc. I communicate with all the above verbally, by emails, and also by listening. I have to utilise different communication skills, when communicating with individuals. For example: I communicate with a social worker by talking to the interpreter and looking at the person in question by lip reading.
Operations and regional managers, Human resources, commissioning / placements and finance. From external agencies this includes Parents and Social worker, reviewing officer. Ofsted Inspectors, Regulation 33 inspectors and any other agencies such as Camhs, Eclypse etc. Communication ensures that all professionals are involved in the life of the service user to ensure their development and future. Some of the meetings and discussions with the above people will include team and management meetings, heads of homes, looked after children reviews, planning meetings or strategy meetings.
The service user will usually be expecting a visit by their carer who should always introduce themselves to the service user and show their identity card. Be able to take appropriate action when unable to gain entry to an individual's home If the carer is unable to gain entry then they should ring their office and inform them of the problem. The office will then attempt to contact the service user by telephone and if this is unsuccessful then a relative of registered key holder will be informed. In some cases it may be necessary to contact the emergency services if there is immediate cause for concern. These are the usual agreed ways of working in my organisation.
These include written, verbal, gestures, body language, sign language, tone of voice and items such as picture cards. Communication can be done on a group basis, such as staff meeting or resident and relative meetings. It can also take place on a one to one basis, such as appraisals (manager to one member of staff) or team leader to GP (regarding medication queries or service users illness). All communication needs to be done in a professional and appropriate manner. All groups and individuals should be given the opportunity to have their say.
IDENTIFY THE DIFFERENT REASONS PEOPLE COMMUNICATE HSC 31 People communicate to: To express needs and wishes To Share ideas, information and knowledge To reassure To express feelings or concerns To establish and maintain relationships and form trusts To socialise To ask & answer questions To share experiences and opinions To give encouragement To show people they are valued To listen and learn To give and receive information To promote and enable someone or something To give and receive instruction To understand and be understood To write in care plans, diaries, communications books and update information To show express and show empathy To express approval/disapproval To speak on the telephone To welcome people into the home To communicate with outside agencies such as GP’s, chiropodists, district nurses, occupational therapists. To make contact with others To write in and update information in communication books/care plans, risk assessments etc As a carer, effective communication is vital in the workplace and I use all the above communication skills on a daily basis. I use all the above to promote and ensure the wellbeing of the service users and my colleagues and keep them in a safe environment. It ensures that all health & safety issues are recognized and reported. All staff attend handovers and pass on information both in writing in communication books and care plans and verbally in handovers and when needed.
Any idea must also take into consideration the company’s mission statement and values. There are numerous ways in which we serve and interact with our patients, the most common being in person and on the telephone. At this time a patient can either stop into the office or contact us via telephone to communicate wants and needs such as
I made sure that I listened as she spoke and made notes as she was talking. My tasks at the reception required me to communicate with patients over the phone; this meant that I had to have the right tone when speaking to patients. I had to make sure that I didn't sound impatient or this would have made the patient feel uncomfortable. I also had to make sure that I gave the
Not only do I have to communicate with all of the above verbally but via email, telephone and postal correspondence. It is even equally important that I am able to do so clearly and effectively in this instance. On a day to day basis I need to be able to communicate well with the management team, team leaders, supervisors and staff. This can also be challenging as we have a many staff members from different countries and cultures, I need to be certain that we understand each other. It is important I train and develop staff knowledge and understanding on how to change and develop their use of language and other communication techniques in order to break down any barriers they may face, particularly when dealing with elderly people directly.
The office administrators also has the duty of the reception when the receptionist is on a break and to provide illness and holiday cover, whilst on reception they have got to welcome their visitors/customers into the office, make sure they sign the visitor book, make/take phone calls and deal with incoming and outgoing mail. They also have the role of dealing with customer complaints within DanIndia. Information Management What is information management? Information management is the collection and management of information from one or more sources and the distribution of that information to one or more audiences. This sometimes involves those who have a stake in, or a right to that information.
Why or why not? The patient’s file contained a signed HIPAA release form which provides me with certain permissions to act on his behalf. Under HIPAA, I am allowed to do this under the fourth permission as Fregman (2009) states, “For use in treatment of patients, payment, or other healthcare operations (TPO)” (p. 233). Also, since I’ve received training in HIPAA procedures, I know how the patient wishes to be contacted, either by phone or by mail and the appropriate phone number or address. A phone message could be left with permission asking the client to phone me at a specific phone number for an important matter.