ASS072-1 Introduction to Health and Social Care
Reflective Account of Role Play Exercise
Ensuring effective services to every client in the health and social care facilitates to achieve a positive appearance from them. Hence, one-to-one communication with the clients and developing interpersonal skills presents an important part in order to understand their demands effectively.
This essay produces a critical analysis of five minutes of audio recording dialogue between a Service User and a Social Worker in a pretended role play.
Also, is based on the comprehension of having one-to-one handling with the clients and relevance of interpersonal communication that is why I will use the model Kolbs Learning Cycle (Kolb, 1984) which contains four essential steps: Concrete Experience, Reflective Observation, Abstract Conceptualisation and Planning Active Experimentation and further I will use an example of UK Healthcare organization, Arcadia Healthcare. The aim of the essay is to evaluate the relevance of developing communication skills, positive attitude, and values between Service User and Social Worker.
The simulated role-play took place in the hospital after the Service User had a medical procedure involving a hip replacement surgery and after being discharged from hospital, he will need a care package regarding how he will be assisted in getting his treatment and recovering the mobility.
As opined by MacLean et al. (2017), developing proper relationship with the client or service user can only be possible if the service provider adopts an amiable and positive attitude with them and on my primary approach with the Service User, I tried to start a conversation in an amiable and respectful way trying to obtain the trust of my client.
I presented myself and I portrayed the reason of the session making beyond any suspicion that the Service User is attracted to have a dialogue with me that will lead establishing respect and trust between us (Koprowska, 2005) knowing that the evolution of the one-to-one working skills includes a major significance in the Healthcare segment. Based on this study, it can be said that for comprehend the needs of a service user, using effective verbal communication is essential.
A key quality inside the interview was the successful use of empathic understanding which seems to put the Service User in comfort. Statements such as, ” That is so unfortunate Mr Smart”, ” I feel so sorry” and convenient utilize of eye contact and body language passed on sympathy, coinciding and unlimited positive respect. These are three gist circumstances expected in person-centred counselling (Rogers, 1980). I meet that by using the skills within the interview, Service User was able to talk honestly about his needs.
As defined by Papadopoulos et al. (2016), communication provides protection of the clients and can guide them in the right direction. As for example, in Arcadia Healthcare, the care plans are set by the doctors, which require fluent communication in order to explain the actions and medication plan with proper instructions to the nurses and other operating staffs. Hence, it can be found that the service provider must enhance their interpersonal and communication skills so that they can manage healthcare better. This is what I try to provide to my client confidentiality regarding his care plan and explaining to him that I am in contact permanently with the therapy team that will provide a hospital bed, rota stand and a frame that he can move properly around the house.
In another study, Mikesell et al. (2016), it is found that paying attention to the body language is the technique of non-verbal communication that should be used while talking with the service provider. This study also conveys that poor communication is the end-of-shift that can result in harming client if the wrong information is passed from a professional person. Hence, developing a planned communication is helpful for delivering effective nursing treatment to the service users. For example, effective communication can allow the carers for expressing the empathy to the service users that is important for creating a sense of trust among them. In addition, Paige et al. (2018) signify that it allows the service carer to meet the needs of individual clients that are most important in health and social care. I can say that the Service User was open during the interview, however, he became hesitant when I ask him about his daily activities if he is attending activities at daily centres. I observed from his body language that he is not comfortable with the subject and I prefer to ask him about how many times a day he wants to be visited by a carer and help him with his personal care. I give him the option that the carer can come four times a day but he believes that four times a day is too much and his desire was to come two times a day and it was very important that I did not oppress Service User by undermining their responsibilities for the choices they make (Dominelli, 2002, p.47).
As opined by Papadopoulos et al. (2016), personal ethics refer to the type of ethics that the individual identifies the needs of showing respect in their day-to-day life schedules. On the other hand, professional ethics are the one that is developed by the organizations which need to be maintained by every person in context to the interaction and service operation in the professional life. In the case of the healthcare sector, maintaining both these present an important value in order to create an environment of trust and ethics.
On reflection, if I will conduct the interview again, I am thinking that I should insist by giving more arguments to my client about having the carer four times a day because of his poor physical condition at least until he will start the therapy and his physical condition will increase.
In conclusion, this first interview helped me to identify what are my strengths and weaknesses. I found that effective communication is a good method that should be enforced in every healthcare organization for expanding a positive relationship with service users. This helps in establishing a diverse range of culture in the organization, which is effective in developing trust, confidence, respect, and most remarkable the meeting of individual needs in a prosperous approach. It has been found that ethical values and providing consideration to the service users in healthcare are one of the essential conditions for enlarging the relationship with them. An organization of UK that is Arcadia Healthcare is analysed using the transactional theory of communication that is effective for recognizing the importance of implementing effective communication skill in health and social care. ?
Dominelli, L., 2002, Anti-Oppressive Practice: Social Care and the Law, Buckingham: Open University Press;
Kolb, D.A, 1984, Experiential Learning experience as source of learning and development. New Jersey: Prentice Hall;
Koprowska, J., 2005. Communication and interpersonal skills in social work, Exeter: Learning Matters;
MacLean, S., Kelly, M., Geddes, F. and Della, P., 2017. Use of simulated patients to develop communication skills in nursing education: An integrative review. Nurse education today, 48, pp.90-98.
Mikesell, L., Bromley, E., Young, A.S., Vona, P. and Zima, B., 2016. Integrating client and clinician perspectives on psychotropic medication decisions: developing a communication-centered epistemic model of shared decision making for mental health contexts, Health Communication, 31(6), pp.707-717
Paige, S.R., Stellefson, M., Krieger, J.L., Anderson-Lewis, C., Cheong, J. and Stopka, C., 2018, Proposing a transactional model of eHealth literacy: concept analysis, Journal of medical Internet research, 20(10), p.e10175.
Papadopoulos, I., Shea, S., Taylor, G., Pezzella, A. and Foley, L., 2016. Developing tools to promote culturally competent compassion, courage, and intercultural communication in healthcare. Journal of Compassionate Health Care, 3(1), p.2.
Rogers, C.R., 1980, A way of being, Boston: Houghton Mifflin;