27 July 2015
Unit 1: Use and Develop Systems that Promote Communication.
1. Be able to address the range of communication requirements in own role.
2.1 Review the range of groups and individuals whose communication needs must be addressed in own job role.
In my role as Care Manager I need to be able to communicate effectively with different groups:
My colleagues in the office – Directors, Scheduler, Care Coordinator, Compliance Coordinator, Finance Department. We have a brief meeting every morning where I update my colleagues on where we are with new care packages coming through and anything relevant to them.
My colleagues at our Head Office, who give us direction ...view middle of the document...
This may be for example sharing concerns with their District Nurse or phoning the hospital to see how they are doing if they are on a ward.
Professional Organisations and Charities – such as Alzheimer’s Society, Parkinson’s UK, Singing for the Brain. I like to find out what is available in our community so that I let our clients know about events and clubs they may enjoy attending or get some support from.
2.2 Explain how to support effective communication within own job role.
I have to adapt my style of communication to suit the person I’m communicating with in order for it to be effective. Whichever way I communicate, it’s important it’s clear and to the point.
Communication often takes place over the phone and if I want to make sure it’s clear I will follow this up with an email or letter. In the office, our team of 6 staff copy each other in on all emails unless they are very sensitive. This means that we are all aware of situations as they develop and if we take a call from someone we can look at the email trail to get ourselves up-to-date with everything. We also have a 5 minute meeting every morning to talk about where we are with ongoing situations and this gives us the opportunity to communicate and discuss the best way to approach the situation.
On client and caregiver files we have a log sheet at the front of the file to record anything significant which happens. We also print off any emails or correspondence and file it.
With care plans, there are often updates which need to be communicated quickly. To ensure they are communicated securely I send a text to the Caregiver saying something like “Please see email about changes to the support your client Mary J requires”. Then I would email and title it “Client MJ – GU14” and list the changes the caregiver needs to be aware of. I often ask the person I’m communicating with to come back to confirm receipt. I have a document open on my screen and log the responses I’m awaiting and delete these as they come in.
2.3 Analyse the barriers and challenges to communication within own job role.
There are many barriers to communication and it’s important to find ways to overcome these. Below are some examples:
Hearing impairment – we have several clients who have severe hearing loss; some lip read very well and so a face-to-face meeting would enable good communication. Another way to communicate would be to write to them. I have been out to see clients with hearing loss and they’ve had their tv or radio on very loudly, so I’ve had to ask them to turn it off so they can hear me, as otherwise this is a barrier. I also asked a client what I could do to help me communicate with her, she said turn the light on, so she was able to see my face more clearly and so was able to lip read better.
Learning difficulties – we have a younger client who has very mild learning difficulties. When we communicate with him we explain what we need to say and...