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Show full transcript for Communication and Person Centred Care video

In order to provide person-centred care, good communication in all its forms must be carried out. This can be a challenge for managers and staff as communication comes in many different forms. There have been many surveys that show concerns about the acceptable levels of the English language among health and social care staff and not just those for whom English is not their first language.

Verbal communication varies so much with people who have different accents, dialects and ways of talking, so we need to look at how our communication will affect the person we care for. We need to think about not only what we say but also how we say it, to ensure the person understands us without them feeling left out or confused. If you are communicating with someone with communication or hearing impairments, this becomes even more important.

When talking to someone, make sure that they know you are talking to them, take time, do not rush them for an answer, speak clearly and loud enough but do not shout, be patient, never behave in a way that could seem aggressive or become annoyed at them and finally use non- verbal communication as well and make sure you smile.

When we talk about communication we are not just talking about spoken language but also written communication. Written documents are very important in care and if is not written down and documented, it is not easy to prove what happened or what was done.

Good clear written communication is vital between workers so that mistakes in care do not happen and we must make sure there is a paper chain on what has happened and what care was given. Having good written records helps to ensure good person-centred care as the written records ensure everyone knows what the person wants and what care can be given. As a care worker, you need to make sure that what you write is clear and easy to read, dated and the time recorded, has your name and signed by you and finally, recorded in the right place and not just on a scrap of paper.

It is important that care workers have good written and verbal skills to ensure the care given is the best level and for the best wellbeing of the service user. Where the care workers have written or verbal skills cause a concern, extra training needs to be taken to ensure that we can communicate at all levels for the best wellbeing of the service user.