R032 TA3. Principles of care in HSC settings. (Quiz 2)

Active listening can include:

• open and relaxed body posture

• reflecting feelings

• summarising to show your understanding

• clarifying any unknown answers

• being distracted by others during the conversation

Look at this picture. How is the nurse using effective communication with the service user? Think about her body language, gestures, facial expression, active listening and positioning.

How is the service user benefiting from the effective use of communication?

A service user may have communication difficulties for a number of reasons. Give at least three examples of what these difficulties may be a result of.

A service user may need to have an advocate speak on their behalf, as they are unable to speak for themselves. Find the correct examples of why a service user may need an advocate.

• lack mental capacity

• young child

• learning disabilities

• older person with dementia

• on holiday

Organise what an advocate can/will and will not do for a service user

Groups:

(a) can/will

,

(b) will not

• help the SU to find information

• go to meetings for them

• advocate for their rights

• write letters on their behalf

• withhold information from them
• act in the best interests of the SU

• give their own personal opinion or choice

• ignore their concerns
• force them to participate
• make decisions for them
• ensure SU's needs are recognised

• speak on their behalf without consent
• fail to respect their autonomy
• express the SU wishes at a meeting

• be completely independent

• dismiss their feelings
• disregard their opinions
• judge the SU

Braille and voice-activated software are two examples of methods of communication. Give examples of at least three more methods that could be used with a service user.

Effective communication supports the person-centred values of care. What are the 9 person-centred values? You have learnt these values in TA2.

A communication profile can be created with the service user to help staff understand how to communicate with them. 1. Give some examples of the information that would be important to document on the profile. 2. Would this profile need to be updated regularly? 3. When might this communication tool be used? Think about any communication barriers a service user may have.

What is the impact for the service user when good communication skills are deployed?

What is the impact for the service user if poor communication skills have been used? How might this make the service user feel?