Level 5 diploma in Leadership for health and social care Reflective account Unit; SHC51 Use and develop systems that promote communication Unit ref no; F/602/2335 Reflective account SHC51 1; Be able to address the range of communication requirements in own role. In my role as deputy manager, one of the ways I ensure the correct methods of communication are being assessed and used effectively for the service users within my home, is to review care plans.
I do this during supervisions with the key worker, I check that the needs and wishes of the service users are being met, and recorded appropriately. I will also ensure that the way information is recorded is done so in such a format that can be understood by all that need to read it, i. e. large print and avoid using jargon. I also maintain contact with family members, care managers and CQC via email and the telephone to ensure that all necessary information is passed on.
This can be formal, if I was informing CQC of an event of informal. If I was just checking in with a family member/case manager, to say all is well etc. Part of my role is to help the staff to develop care plans, a large part of that is aimed at ensuring the staff 1; understand the importance of identifying the best method of communication based, on each individual needs, if a service users is non verbal use of signs or pictures or if a service users has sight problems using large print etc. ; ensuring the key workers know the importance of acting as an advocate to ensure the rights of the individual are met, and to giving support and guidance on how best to achieve this. One of the ways that I inform our service users of up-and-coming events is to use a notice board; this is located in a frequently used part of the house and is written using appropriate wording and text. Within my service I also ensure confidentiality is maintained by booking (and attending myself) safeguarding venerable adults training annually.
Part of this course specifically looks at the Data protection act. I have recently begun designing a system of monthly case reviews, this is to be done on a rota system for each service user, unless a pressing issue has arisen and needs to be addressed. This case review system is intended to be used as a way of communicating between the whole staff team. Case reviews will take place during monthly team meetings to ensure all staff are present, and will look at areas such as; the sharing of ideas and techniques to
Reflective account SHC51 improve methods of communication, how best to meet the needs of individuals, behaviour issues/ triggers, changes in personality, to address any assumptions that have been made, medication and any other matters arising. I ensure that communication systems are used effectively e. g. communication book, memos, staff meetings, supervisions, complaints log and the diary, through regular monitoring and feedback from staff around any areas they feel are in need of development. ; be able to improve communication systems and practices that support positive outcomes for individuals Within my role as deputy manager, I continually monitor the communication systems used within the home, this includes; the comms book, handover files, staff meetings, service user meetings, care plans, communication passports, email, internet, and telephone calls. I will check to ensure that the staff are using these systems correctly, and that the information contained within them is both relevant and necessary.
I will also monitor the effectiveness of the systems; one of the ways I do this is to use forums, such as staff meetings or supervisions to seek feedback from the staff. During staff meeting, we can cover areas such as; confidentiality/Data protection act, National minimum standards, and any other relevant areas. I have recently begun designing a system of monthly case reviews, this will be done on a rotating basis for each service user, unless a pressing issue has arisen and needs to be addressed.
We will use the case review system as a way of communicating between the whole staff team. Case reviews will take place during monthly team meetings; this is to ensure all staff are present. As a team, we will look at areas such as; the sharing of ideas and techniques to improve methods of communication, how best to meet the needs of individuals, behaviour issues/ triggers, changes in personality, to address any assumptions that have been made, medication and any other matters arising. Reflective account SHC51
I also have regular contact with my manager, during which we discuss any areas we feel may need developing. One such area is making use of the staff notice board. I have developed a system that allows me to track and monitor each service user’s action plan (Key workers produce action plans after a key worker meeting; meeting between service user and key worker). This system allows me to; 1- Ensure key worker meetings are taking place, and if they are not I can establish why, 2- Track the progress of any requests that a service user has made during their key working session. -Offer help and guidance to key workers on how best to achieve targets. 3; Be able to improve communication systems to support partnership working Within my role as deputy manager of the Hadlows, I use many different types of communication system; Verbal; face to face, over the phone Written; communication book, handovers, care plans, daily living skills assessments, medical reports, supervision notes, appraisals, personal development plans, policy and procedures (and many more), Electronic; email, internet, telephone
All of these methods of communication are designed to enable relevant parties to use the information contained within to work effectively together to enhance the wellbeing of the people in our care. The systems I use within my workplace allow a flow of information from person to person. This enables and ensures that staff, and where necessary, outside bodies such as social workers and CQC, can continue to develop the ways in which we can meet the needs of each individual, and to monitor that the needs of each individual are being met. An issue that often arises is one of access to information, who has the right to see what?
I ensure that all staff attend training that covers the data protection act. However, I ensure that this topic is revisited on a regular basis. I do this through team meetings and supervision, to ensure the effectiveness of communication systems is considered. Reflective account SHC51 One of the areas often discussed in team meetings is how the flow of information can break down. I use the team meeting as a forum to 1- Identify any issues 2- Identify ways to address the issue 3- Discuss implementation of revised system/s I also use supervision as a way to ensure that staff feel listened to.
In my experience, not all staff feel comfortable raising issues in a team meeting, but can feel safe in a supervision setting, 4; Be able to use systems for effective information management Within my role as deputy manager, I (and all other social care professionals) have a duty to maintain client confidentiality; however this can sometimes be compromised by certain situations. For example, if a service user were to tell me a “secret” that they did not want anyone else to know, and this secret was of an abusive nature, (the service user felt that a member of staff was stealing money), I ould have to explain that, within my role as a care worker I could not let this continue and would have to tell the appropriate people. I would also explain that I have to share this information to promote the safeguarding of the individual. If in the same situation, but where the “secret” was not going to cause harm or distress to the service user (they inform me that they don’t like Eastenders) and they once again told me that I wasn’t to tell anyone I would have to respect their wish’s.