Effective communication

The importance of good communication

Effective communication is central to all therapeutic interaction and is increasingly identified in standards of health and social care. The right of an individual to use their language of choice is also recognised. The quality of your communication may affect the outcomes of the care that you provide and is known to make a difference to the satisfaction that your service users feel (Priest et al 2005, p236).

Competence in communication

With both service users and colleagues, competence in communication is being able to utilise verbal, non-verbal, written, visual and digital skills to impart information or to express a range of opinions and behaviours appropriately, which enables all those involved in the interaction to gain the outcome they want or need.
 
You need to understand that different people and cultures will have distinct beliefs and customs involved in their communication that you should understand and respect. You should also have the knowledge and understanding to support your communication with conviction and confidence, underpinned by the values, attitudes and beliefs of your profession.

Team communication

Good communication is key to the dynamics of any team and will influence its effectiveness. You need to have a common understanding of the language and culture of your profession, your team and/or your organisation, supported by a clear understanding of the roles and responsibilities of all the people involved. Your language needs to be inclusive, open and collaborative.

Written communication

It is vital that your written communication is of a high professional standard, especially where it relates to your service users. Your reports, letters and emails need to be accurate and clear in terms of terminology, spelling, grammar, meaning and content.

An individual’s chosen method of communication

There is a connection between language choice and identity, self-respect and confidence (NHS Wales 2002).  Davies (1994) provided 5 principles regarding service delivery in Welsh, as follows:

1. A client has the right to choose which language to use with a worker.
2. Language is an essential part of a person's identity.
3. A person can express feelings more effectively in a chosen language.
4. Giving a client real choice regarding the use of language is the essence of good practice.
5. Denying this right is a way of oppressing a client. (Davies 1994, p6)

 
Although written with regard to the use of Welsh, these principles would be relevant to anyone, including those who choose to use signed or electronic communication. Consideration should always be given to service users' language and communication preferences in planning and intervention. Good record keeping should identify this information.
 
Your service users should always be given an active choice of preferred language or communication method, and the preference should be respected as far as possible. Where you or your colleagues cannot meet this preference yourself, you will need to access interpreter services. Such circumstances may indicate a training or recruitment need for your service.
 

8. Effective communication - standards

8.1 You are aware of and use a range of verbal, non-verbal, written and electronic means of communication

Criteria
8.1.1 You meet the minimum language requirements of the HPC
8.1.2 You meet the minimum language requirements of your local employer, in order to meet the needs of your local service users
8.1.3 You use your service users’ preferred means of communication where possible
8.1.4 You optimise your service users’ abilities to participate in communication, whether through verbal, non-verbal, written or electronic means
8.1.5 You select and modify your means of communication to take account of any specific physical or learning needs of your service users
8.1.6 You take account of the age, gender, culture and background of your service users when communicating
8.1.7 You involve an interpreter, where necessary and available, with your service users’ consent
8.1.8 You make effective use of information technology as a means of communication when appropriate
8.1.9 Your written communication, such as reports, letters/emails, is accurate and clear in terms of terminology, spelling, grammar, meaning and content 

8.2 You are able to explain your role and actions as an occupational therapist

Criteria
8.2.1 You are able to explain the importance of occupation and role to the wellbeing of people
8.2.2 You are able to explain the impact of occupational dysfunction, disruption or deprivation and the importance of restoring occupation and role
8.2.3 You are able to explain the reasoning behind your professional  intervention and/or activity
8.2.4 Any information that you provide, in respect of your professional work, is clear, accurate and up to date

8.3 Your communication style and manner is always professional while you work. You consider the effect of your communication upon others

Criteria
8.3.1 Your language and communication style demonstrates respect to those with whom you are working
8.3.2 Your language and communication style demonstrates a positive attitude to your work and towards those with whom you work
8.3.3 You maintain professional communication towards your colleagues and/or service users, even in situations of personal incompatibility
8.3.4 Discussions related to your service users are held in a way that maintains their dignity and privacy
8.3.5 You listen and respond positively to feedback concerning the service(s) you provide

8.4 You are able to contribute effectively to work undertaken as part of a team

Criteria
8.4.1 You co-operate and communicate with openness and inclusivity within the team(s) to which you belong
8.4.2 You are able to participate in formal and informal reporting with confidence
8.4.3 You share your professional opinion with your colleagues, supported by your rationale and any evidence available
8.4.4 You listen to and value the professional opinion of your team colleagues
8.4.5 You inform the team about the intervention you are providing to your service users and its outcome(s)
8.4.6 You pass on any information to another person/professional for action when necessary and appropriate
8.4.7 Your care records, as a form of communication, document all that has been done for/with or in relation to your service users, in line with professional and local standards

8.5 You communicate effectively to others outside your organisation when required, in line with legislation and local policy

Criteria
8.5.1 Service user information is only shared with external organisations with your service users’ consent, when it is legally required or if it considered to be in the public interest to prevent serious harm
8.5.2 When transferring information to another organisation, you ensure that it is via a safe and confidential system
8.5.3 The information you transfer is clear and accurate, ensuring the appropriate ongoing care and safety of your service users
8.5.4 You pass on information that is related to the safety of children or vulnerable adults to the appropriate person or organisation

8.6 You communicate effectively within your line management structure

Criteria
8.6.1 You pass on information clearly and accurately, both up and down your line management structure
8.6.2 You communicate effectively to build the competence and confidence of those you supervise, including junior staff, new practitioners and students
8.6.3 You participate in any alert sharing or emergency systems
8.6.4 You report and provide evidence on any aspect of the service that may endanger the health and safety of personnel, service users or others affected by the service
8.6.5 When reporting any concerns, the information you provide is objective, relevant and limited to the matter of concern
 
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These standards link with:
Code of ethics and professional conduct, section(s) 2.2.6; 2.4.7; 3.7; 5.3 (COT 2010a)
Common core principles to support self care, principle(s) 2 (Skills for Care, Skills for Health 2008)
Doing well, doing better: Standards for health services in Wales, standard(s) 9; 18; 19; 20 (Welsh Assembly Government 2010)
Guidance about compliance: essential standards of quality and safety, outcome(s) 6; 12 (CQC 2010)
National care standards - principles, principle(s) 1; 6 (SCRC 2002)
Quality standards for health and social care, section(s) 5.3.1; 5.3.2; 6.3.2; 8.3 (DHSSPS 2006a)
Rehabilitation standards: hallmarks of a good provider, standard(s) 1; 4; 5 (UKRC 2009)
Standards of conduct, performance and ethics, standard(s) 2; 7; 10 (HPC 2008)
Standards of proficiency: Occupational therapists, section(s) 1a; 1b; 2a; 2b (HPC 2007)
The NHS knowledge and skills framework and the development review process, core dimension(s) 1, dimension(s) Health and wellbeing (DH 2004)