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Social Care In Action Booklet 14 1 Learning Targets • Understand the roles, the work, and skills of health / social care professionals and their relationship with service users Knowledge • Examine the ways for fostering positive and caring relationships in service delivery • Build up the competence required for providing health and social care services •Develop the enabling skills in health promotion and the provision of care services, including •team-building and team work Skills •communication skills •organisation skills •Apply the above skills to study related health and social issues / problems and carry out service learning 2 Major characteristics of a profession • Training professional skills acquired through a long period of learning and training and certified in an examination • Regulation practice regulated by the acts of self-restraint, professional ethics and standards • Professional association society or association established by own professionals, which has the authority to establish, review and monitor the qualifications of its members 3 14.1 Professional Intervention Topic 5 - Health Promotion and Maintenance and Social Care in Action 5A Professionals in health and social services 5A3 Professional intervention To understand the roles, the work, skills of health / social care professionals 5B Health and social care services and agencies 5B4 Purposes of service 5B5 Forms of service delivery 5B6 New trends in the delivery of health services and social care services To compare different forms of service delivery To explore the new trends in the delivery of health services and social care services 4 Purposes of Intervention- Prevention Healthcare Profession •To avoid the development of a disease or injury / early detection of diseases e.g. vaccinations/ health checks / health education Social Care Profession •To encourage clients to manage their own lives / early identification of individual and family problems e.g. family life education/ publicity/ counselling 5 Purposes of Intervention- Emergency Support Healthcare Profession •To provide immediate care to individuals who is in serious or potentially life-threatening condition e.g. first aid/ accident and emergency services Social Care Profession •To provide immediate care to individuals who experience an event that is serious or potentially lifethreatening e.g. professional social workers provide shelter homes for victims of domestic violence 6 Purposes of Intervention - Curative and Problem-Solving Healthcare Profession to prevent progression of the disease / deterioration / shorten the length of stay in the hospital / decrease mortality e.g. surgical treatment for removal of tumors Social Care Profession to help clients to accept and cope with current difficulties, incomplete, or difficult life situations e.g. social services to socially support battered spouses and to give the unemployed re-training 7 Purposes of Intervention - Rehabilitation Healthcare Profession •To minimize residual disabilities and complications / To help persons with disabilities to fully extend their physical, mental and social capabilities within the limits of their disability e.g. physiotherapy / occupational therapy Social Care Profession •To provide support and care to clients’ physical, social, intellectual and emotional needs / To help the clients to reintegrate into the society/ return to normal life e.g. counselling for drug addicts/ gamblers 8 Forms of service delivery Integrated vs. Specialised services Integrated services Holistic care : physical, intellectual, emotional, social, religious and cultural needs of the client are taken into account Specialised services Healthcare Profession: needed when focused investigation or treatment is necessary for patients with severe health conditions, e.g. psychiatric problems and obstetric care Social Care Profession: for particular groups, e.g. sexual violence victims, survivors of domestic violence, batterers, ethnic minorities and new immigrants Specialized and integrated services are always in parallel development Centre-based vs. Outreach, Home-based, Residential services (Refer to Booklet 7 – Community Care) 9 New trends in the delivery of services Community based: focus at district level, long term care provide support to the special needs of individuals and families of the community and enhance selfhelp and mutual-help ability a kind of care delivered in or around people’s home, or in homely settings in the community Community development empowering a local community by professionals to address local concerns and provide support and care 10 12.3. Professional Ethics Topic 5 - Health Promotion and Maintenance and Social Care in Action 5A4 Professional Ethics – Code of Practice privacy and confidentiality equality in care practice support and advocacy 5A6 The relationship between professionals and service users Patient/client centered Role of clients: not only as passive service receiver, but also actively seeking information and participating in the decision making To accept ethical standards and apply them in daily lives 11 Professional Intervention Patient/client centered (D. Effective Communication for Professional Intervention) Client readiness Needs / problems need to be addressed An expression of empathy Selection of goals with clients Follow up the needs of clients 12 Professional Ethics • Privacy / confidentiality to respect the privacy of the residents in the residential care by providing the private space not to disclose the information about the clients without his/her consent • Equality to serve all clients equally irrespective of race, nationality, belief, age, gender or social status etc. 13 Professional Ethics • Support and advocacy to support clients’ / patients’ in participation in planning and implementation of services to advocate health promotion / social initiatives for improving the health and well-being of the clients / patients • Client-centred to respect the clients and assist them in making decisions to share information and collaborate with the service users to meet a mutual agreement of a treatment plan/ solution to provide more user friendly services, e.g. online booking system to put the interest of the clients on the top of the priority 14 14.2 Roles, Skills and Approaches in Management Topic 5 - Health Promotion and Maintenance and Social Care in Action 5D Leadership in health and social care 5D1 Team building and team work in and across professional, voluntary and private health and social care To develop the enabling skills in health promotion and the provision of care services, including team-building and team work 15 Leadership Leadership styles ：Authoritarian, Participative and Delegative Different Roles of Managers：Planning Role, Supervision and Administration Role, as well as Leading Role Leading Role Set priorities for the tasks Synthesize and get the work done with efficiency Build the team 16 Team Building and Team Work Roles of Team Leader Guidance： the process of directing the discussion and providing structure for planning and action to take place Stimulation：reinforcing productive team efforts so all team members are actively involved Coaching： giving feedback Coordinating：improving communication and feedback among team members to produce a cohesive working team Roles of Team Members Involve：motivate others by getting them involved in an idea or problem Listen： listens actively Support：supporting and encouraging others Compromise：gives up something for problem solving 17 Team Building Conditions for an effective team A reason for working together that makes sense to the team members Mutually dependent on one another’s experience, abilities, and commitment in order to accomplish mutual objectives Members believe in and are committed to the idea that working together as a team is preferable to working alone The team accountable as a functioning unit within a larger organisational context Norms for effective group functioning Before evaluating a member’s contribution, others check their assumptions to ensure they have properly understood. Each person speaks on his or her own behalf and lets others speak for themselves. When the group is not working well together it devotes time to finding out why and makes the necessary adjustments. Conflict is inevitable but will be managed and dealt with positively. 18 14.3 Communication Skills Topic 5 - Health Promotion and Maintenance and Social Care in Action 5D Leadership in health and social care 5D2 Communication skills Types of communication Communicating with different people, e.g. one’s health provider, patients, health and social care providers Communication when working in teams Barriers to communication, factors enhancing or hindering the effectiveness of communication Strategies to overcome the barriers and ways of enhancing the effectiveness of communication To develop the enabling skills in health promotion and the provision of care services, including： communication skills 19 Process & Types of Communication Process：a person sends a message to another person Including: thoughts, feelings or information Noise - impairs message and thus erroneous or irrelevant information is transmitted Types ： Nonverbal Communication ： facial expressions, body language, tones, pictures etc. Verbal Communication ： talk, e-mail, letters etc. 20 Communication Barriers Common communication barriers ： Lack of trust Message ambiguity/distorted Lack of empathy Lack of active listening Assuming Not agreeing Dominating 21 Models of Communication Linear Model Circular Model Helical Model 22 Linear Model Description: One-way communication that the sender delivers the message and the receiver receives the message Limitation: No chance for clarification of message / senders have to verify that what the listener heard is what they meant to say 23 Circular model Description: Two-way communication that the sender delivers messages and the receiver gives feedback to the sender on the message he/she receives Limitation: This model may require a longer time of communication (vs Linear Model) Noises will lead to unintended additions, distortions, or deletions of a message that block desired understanding (vs Helical Model) 24 Helical Model Description: communication evolves in the beginning and then develops further with modifications Limitation: require the longest time of communication and not applicable to the urgent cases 25 Effective Communication Ways to Enhance Effective Communication： e.g. gather information / restate information, thoughts or feelings / clarify problems / express own feelings / stay calm and considerate / use of an I-message instead of you-messages Active Listening e.g. be motivated / make eye contact / show interest / avoid distracting actions / empathy / take in the whole picture / ask questions / paraphrase / don’t interrupt / don’t over talk 26
