An individual is a person who needs care and support. Preferences of an individual may be based on culture, religion and beliefs. This knowledge is important because it can be used to enable effective communication; to enable expression of needs, wishes and preferences; to reduce the occurrence of mistakes in care setting; to establish trust between individuals and care professionals; to avoid the individual becoming distressed, frustrated and frightened to support independence in daily life.

QUESTION

Describe a range of communication methods

ANSWER

i. Non-verbal communication, this may include:
Written words; British sign language; facial expressions; eye contact; touch; body language; braille; technological aids; minicom; telephone; relay system; behaviour and gestures among others.
ii. Verbal communication, on the other hand, include:
Speech, vocabulary; linguistic tone and pitch.

UNDERSTAND HOW TO REDUCE BARRIERS TO COMMUNICATION PERFORMANCE CRITERIA (PC)

QUESTION

Identify barriers to communication

ANSWER

The use of jargon
Emotional barriers and taboos
Lack of attention, interest, distractions or irrelevance to the receiver
Differences in perception and viewpoint
Physical disabilities such as hearing problems or speech difficulties
Physical barriers like inability to see non-verbal cues and gestures
Language differences and difficulties in understanding different accents
Expectations and assumptions
Cultural differences

QUESTION

Describe ways to reduce the barriers to communication

ANSWER

We can reduce barriers to communication by using clear speech and appropriate vocabulary. You should also ensure that you have been understood by seeking feedback from those you are communicating with. The comfort of the environment is also a factor, so we should ensure little or no background noise and adequate lighting, thereby minimising distractions. Technological aids like hearing aids or human aids like sign language experts or interpreters are also necessary.

QUESTION

Describe ways to check that communication has been understood

ANSWER

It is necessary to be aware of any possible barriers that may be involved when communicating with another, whether it is through disability such a speech, or an environmental factor. Therefore, steps to reduce the barriers can be put in place. Also, requesting feedback from that person, to check that they have understood, actively listening, reflective listening and observation of body language.

QUESTION

Identify sources of information and support or services to enable more effective communication

ANSWER

Company training; speech and language therapists; advocacy services; RND; Stroke Association; National Autistic Society, etc

UNDERSTAND CONFIDENTIALITY IN ADULT SOCIAL CARE SETTING PERFORMANCE CRITERIA (PC)

QUESTION

Define the term “confidentiality”

ANSWER

Confidentiality means not telling anyone, other than those who should or need to know, what an individual has said to the care worker or the problem that they have. It is also important not to show anyone (other than those who should or need to know) the personal notes of an individual.

QUESTION

Describe ways to maintain confidentiality in day to day communication

ANSWER

You can maintain confidentiality on a day to day basis by putting all paper based information in a locked cabinet. To ensure that you have a second copy of all paperwork, save it on a computer in multiple locations that are locked by password. If you are sending out emails, you can use initials rather than full names to keep it confidential. You can also send the emails to selected care workers that the subject involves. If you are discussing a client, ensure that there is no one listening if it does not affect them. When leaving a care call, ensure that the care plan folder is closed, so that if the client has any visitors, such visitors will not be able to peruse through personal information.

QUESTION

Describe situations where information normally considered to be confidential might need to be shared with agreed others

ANSWER

When emergency services such as ambulances are called, they need to know the individual’s personal information and medical history. If the police or any other law enforcement is involved to investigate any crime, they may need to know anyone’s personal information related to the crime. If it is believed that the country’s security has been compromised, then data protection does not apply to keep data confidential.

QUESTION

Explain how and when to seek advice about confidentiality

ANSWER

When to seek advice about confidentiality:

I. If the individual’s sensitive information has been shared without his/her consent to others or any others or any other organisation who does not legally exercise “need to know” or “right to know”.
II. A practice that may raise the risk of individual’s sensitive information being stolen.
III. Deliberate attempt to steal individual’s sensitive information.
IV. Care plan where individuals’ sensitive information are recorded have been left out in public accessible area.
V. Work PC has been left out in public unlocked.
How to seek advice about confidentiality:
I. Following instructions on company’s employees’ manual/handbook.
II. Approaching home manager or supervisor
III. Contacting information security officer

UNDERSTAND WHAT IS REQUIRED FOR GOOD PRACTICE IN ADULT SOCIAL CARE ROLES PERFORMANCE CRITERIA (PC)

QUESTION

Identify standards that influence the way adult social care job roles are carried out

ANSWER

1. Regulations, including
i. Health and Safety at work Act, 1974
ii. Care Standards Act, 2000
iii. Manual Handling Operations regulations
iv. NHS & Community Care Act
v. Food Safety Act
vi. Management of Health and Safety at Work
2. Codes of Practice, including
i. Codes of Practice for Social Care Workers and Employers
ii. General Social Care Council
iii. Standards of Conduct
iv. Standards of Conduct Performance & Ethic Health Professionals Council
3. National Occupational Standards, including
i. Health and Social Care
ii. Children’s Care Learning and Development

QUESTION

Explain why reflecting on work activities is an important way to develop own knowledge and skills

ANSWER

Reflection on own work activities is important because it allows the social worker to assess what is being done well, identify areas where improvements need to be made or where more training or guidance is required in order to attain the best possible levels, and also meet the industry policies, standards and procedures. It also keeps the social worker on the alert, to be always aware of work in relation to his clients.

QUESTION

Describe ways to ensure that personal attitudes or beliefs do not obstruct the quality of work.

ANSWER

Although everyone is entitled to have their own opinion beliefs, it is very important that they do not a negative impact on a person’s work. Within the workplace, it is very unlikely that I will agree with all the beliefs and attitudes of all the people i work with, and so it is very important that regardless of my own feelings, i must never try to impose a belief or feeling on someone. Instead, the other person’s beliefs and attitudes must be respected as separate from my own.

Understand the service users more, and learning a little of their history goes a long way into preventing any obstruction in working with them as I’m less likely to come across barriers.

UNDERSTAND HOW LEARNING ACTIVITIES CAN DEVELOP KNOWLEDGE, SKILLS AND UNDERSTANDING PERFORMANCE CRITERIA (PC)

QUESTION

Describe how a learning activity has improved own knowledge, skills and understanding

ANSWER

Learning activities can improve an individual’s knowledge skill set and understanding by providing me with new ideas, such as something I may have never encountered before. The teacher for example, may be an experienced support worker or have experiences that I have I have never had to tackle in the past, which would give me a new and hopefully more effective ideas on dealing with situations that I would have in the past been uncomfortable with. Learning activities also give the individual new areas of learning, such as subjects and topics that I may have not previously covered. And courses on things that make the job easier or even legally required courses that produce great new areas of learning that allow me to perform my job role, such as manual handling of medication training.

It also enables me to apply theories or ideas into practice and discover if they are successful in doing what I intend them to, which in turn is great in developing my self confidence. For example, if I perform a task within a learning activity such as a course, I may have gotten all the questions correct or proven myself to be comfortable under pressure when being assessed by my tutor. Confidence is often the key in making strides with a difficult individual or even with self improvement. And with being confident, it allows me to learn at an easier pace, which also develops my skills into more tangible tools that I understand.

QUESTION

Describe how reflecting on a situation has improved own knowledge, skills and understanding

ANSWER

Reflecting on a situation can improve an individual greatly by providing personal insight on a subject, which leads to a better understanding of a topic. I can reflect on how well I performed and in what ways my performance could be improved. By reflecting, I can examine how effective my practice is by thinking about peoples’ reactions to me. About how there have been other outcomes, and how to reach those outcomes, eliminating the bad paths and highlighting the more positive conclusions, in hope of reaching them the next time I face same situation.

QUESTION

Describe how feedback from others has developed own knowledge, skills and understanding

ANSWER

Feedback from other people can be a very useful way for me to learn more about myself and can help me to improve my practice. Feedback can be formal or informal. For example, my manager may give me formal feedback during a supervision or appraisal. Informal feedback often comes from friends and work colleagues. Service users can also give me valuable feedback on how I have done something for them.

KNOW HOW A PERSONAL DEVELOPMENT PLAN CAN CONTRIBUTE TO OWN LEARNING AND DEVELOPMENT PERFORMANCE CRITERIA (PC)

QUESTION

Define the term “personal development plan”

ANSWER

Personal development plan is a term which describes an agreed way of recording information, such as agreed objectives in regards to individual, proposals on how to meet those objectives and the activities to follow. This will include time scales for reviews among other things, and dates to assess the progress of any of the above, though the term “personal development plan” may not be used exactly.

QUESTION

Identify who could be involved in the personal development plan process

ANSWER

There are many people who may be involved with certain service users’ personal development plan. These include, but are not limited to such people as cares, advocates, supervisors, line managers, employer, the individual, other professionals like doctors and nurses.

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