Booklet 14

1

Social Care In

Action

September2016

Learning Targets• Understand the roles, the work, and skills of health / social care

professionals and their relationship with service users

• Examine the ways for fostering positive and caring relationships in service delivery

• Build up the competence required for providing health and social care services

Knowledge

•Develop the enabling skills in health promotion and the provision

of care services, including

•team-building and team work

•communication skills

•organisation skills

•Apply the above skills to study related health and social issues / problems and carry out service learning

Skills

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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 InterventionTopic 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

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Purposes of Intervention- PreventionHealthcare 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

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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 life-threatening e.g. professional social workers provide shelter

homes for victims of domestic violence

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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

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Purposes of Intervention - RehabilitationHealthcare 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

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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)

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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 self-help 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

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12.3. Professional EthicsTopic 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 lives11

Professional InterventionPatient/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

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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.

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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 / Respect 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

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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

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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 team16

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

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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 SkillsTopic 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 CommunicationProcess：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

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Models of Communication

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Linear

Model

Helical

Model

Circular

Model

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

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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)

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Helical ModelDescription:

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

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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

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