Communication

Communication

Communicate in an open and effective way to promote the health, safety and wellbeing of people who use services and their carers.

Communicate respectfully in an open, accurate, effective, straightforward and confidential way.

Good practice

• respectfully - Dear, Good morning, thank you, warmest regards, kind regards, etc etc.

• open - This is what is happening/this is what I need, this is why it will be of benefit.

• accurate - no lies, no exaggerating, no spelling misstakkess

• effective - no insulting others, no complaining, no taking offence. If you can communicate by phone or in person then do that, it's better, but always follow up with an email.

• straightforward - provide a solution, not a problem.

• confidential - no client names, just initials, use works email systems ONLY. NO SOCIAL NETWORKING FOR WORK BUSINESS.

Bad practice

• respectfully - Hey, Sup, No greeting at all

• open - We need to talk....

• accurate - There's a huge problem, it takes millions of extra hours, we need a hundred people to do 1 job.

• effective - Sandra is awful, the home is to blame, don't speak to me like that.

• straightforward - Phil is no good on Tuesdays, no one can work with him.

• confidential - We need to change Stephen's support plan ASAP, I'll WhatsApp you some suggestions.

Communicate effectively and consult with your colleagues as appropriate.

Good practice

• Don't be late - ever - but if you are. Message people.

• Message ETAs, when you arrive places and when you leave.

• Message Plans and changes of plans.

• Message/call if there is an emergency.

• Message at the end of the day all clear, every couple of hours all clear.

• Don't message on social networking.

• Don't message photos or videos of clients.

Bad practice

• Use your own phone for work purposes.

• Never message anyone where you are.

• Never charge your phone or have credit.

• Let client's use your phone.

• Take selfies with clients.

• Join a works WhatsApp group

Always explain and discuss the care, support or procedure you intend to carry out with the person and only continue if they give valid consent.

Advantages of discussing and gaining consent before acting.

• Clients feel included.

• Clients feel empowered.

• Clients feel respected and listened to.

• Staff maintain trust.

• Staff maintain boundaries.

• Staff avoid disrespecting, offending or neglecting clients.

• Staff reduce chance of conflict.

Maintain clear and accurate records of the healthcare, care and support you provide. Immediately report to a senior member of staff any changes or concerns you have about a person’s condition.

If you don't write it down. It didn't happen.

• Writing something down makes it a legal document. It can and will be scrutinised by other professionals including the police.

• Not writing down records from a shift leave your actions open to misinterpretation, allegation and investigation.

How to keep good records.

• Write them yourself. If someone else on shift writes them, then read them before they are submitted. Always.

• Always write the date and times of events. Use something to record these times accurately through the day, like your phone or a notepad.

• Keep them confidential - no names, just initials.

• Do them on the day, never leave them, the longer they are left the more you will forget.

• If it's important/serious then notify a senior staff member or the DSL (Designated Safeguarding Lead) immediately. This means in person or by phonecall. Include that you have done this in your written log.

Recognise both the extent and the limits of your role, knowledge and competence when communicating with clients, carers and colleagues.

Don't promise people things you can't deliver on; sanctions, rewards, activities, changes. Just promise you will pass it on or will support the individual to pass it on themselves.

Open Ended

Darren is 16, he lives in a placement and is supported 2:1 meaning he has 2 support staff every day.

Think about staff discussing and explaining Darren's choices with him, regarding his daily routines in the placement and then waiting for consent before supporting that routine.

Write down some of the advantages and disadvantages to Darren and to his support staff.

Open Ended

It's the end of a long shift; various incidents means you have worked 3 hours overtime. A client had to visit hospital and someone should probably pass it on. Staff suggest writing the log up in the morning with a coffee and dealing with it then.

What are your thoughts?

Open Ended

Staff agree it's definitely better to get it sorted out now. The staff member asks for your support writing the log.

What details should they definitely include in the log?

Multiple Select

Select all the times it's good practice to message colleagues when supporting clients.

• When you're going to be late.

• When there's a change in plan.

• To give an ETA or to say you've arrived/departed.

• When there's an emergency.

• At the end of the shift or every couple of hours to confirm there are no issues and everything is okay.

You've completed communication.

Skills.

Keep it up!