Level 5 Effective Communication, Information Handling & Complaints Management Assignment: Health and Social Care Case Study

Units Covered

• Unit 14: Effective Communication in the Workplace
• Unit 15: Handling Information
• Unit 11: Comments and Complaints in Adult Care

Helpful hints and tips

Section one:

Theoretical models of communication

• Argyle’s communication cycle
• Shannon and Weaver’s model of communication
• Schramm’s model of communication
• Walter Lippman’s barriers to effective communication
• Scudder’s model
• Berlo SMCR Model of Communication
• Barnlund Communication Model
• Albert Mehrabin

Models and method of conflict management and resolution

• Karl Marx
• Talcott Parsons
• The Thomas Kilmann Conflict Model: Accommodation, Compromise, Avoidance, Competition, Collaboration
• Concept of win-win

Section Two:

Requirements for handling information relevant legislation relating to the recording, storage and sharing of information in care settings, including:

• General Data Protection Regulation (GDPR)
• Freedom of Information Act 2000 • Other relevant legislation relating to the duty of confidentiality
• Human Rights Act 1998
• Safeguarding Vulnerable Groups Act 2006
• Equality Act 2010
• Health and Social Care Act 2008, including all amendments
• Care Act 2014
• Codes of practice, including Skills for Care Code of Practice for all care workers
• Relevant local or internal codes of practice relating to the handling of information and the accuracy, retention, availability, and disposal of information
• Importance of having secure information systems, ensuring necessary safeguards and appropriate use of personal information

Section Three:

Legislative framework

• The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009
• Equality Act 2010
• Human Rights Act 1998
• General Data Protection Regulations (GDPR)
• Care Act 2014
• Public Interest Disclosure Act 1998.

Regulatory guidance

• Care Quality Commission (CQC)
• The Parliamentary and Health Service Ombudsman
• Local Government Ombudsman
• Healthwatch England
• Professional regulators (e.g., General Medical Council, Nursing and Midwifery Council)
• NHS Complaints Advocacy
• Clinical Commissioning Group

Codes of practice

• Set out minimum standards
• Promote dignity and respect
• Safeguarding
• Duty of care
• Effective communication
• Record keeping

Policy development and service improvements

• Whistleblowing policy for staff
• Concerns, compliments, and complaints policy

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KNOWLEDGE TASKS

Please take note of the following command verbs that you will come across in the knowledge activities below and what they mean in terms of the level of detail your answer requires:

• Describe – In order to describe something, you must give a detailed account of it. This must be written in full sentences and paragraphs.
• Explain: You need to ensure that your answer is clear, revealing relevant facts. This must be written in full sentences and paragraphs.
• Identify – Your answer should establish who or what something is. This can be in a list format.
• Summarise – Write down briefly the main points or essential features.
• Evaluate– You are required to look back on the effectiveness of something. When answering evaluate questions, you need to: make a judgement. Support this judgement with evidence that shows why you said it was effective or ineffective.
• Analyse– You are required to break down each topic into fundamental parts and critically examine each, providing in depth discussions.

Referencing

The Harvard referencing system offers a standardised method for acknowledging sources and enhancing the credibility of your work. Harvard Style Guide

When you are citing information, you need to do the following:

• Book– include the author’s surname and initials, year of publication, title of the book (in italics), edition (if applicable), place of publication, and the name of the publisher.
• Journal articles– provide the author’s surname and initials, year of publication, article title (in single quotation marks), journal title (in italics), volume number, and page range.
• Online source– include the web address and the date you accessed the information.
• In-text citations – should include the author’s surname, publication year, and page number if quoting directly.

Consistency is key, so be diligent in following the Harvard referencing style throughout your academic journey, ensuring that your references are accurate and complete. Remember, proper referencing not only strengthens the validity of your work but also demonstrates academic integrity and respect for the intellectual contributions of others.

Plagiarism and use of Artificial Intelligence (AI)

It is imperative to understand and adhere to the principles of academic integrity, particularly in avoiding plagiarism. Plagiarism involves presenting someone else’s work, ideas, or words as your own without proper acknowledgment.

This also include the use of information generated from Artificial Intelligence, whilst you may use this for further research, you still need to ensure this is cited correctly and that the information provided is accurate and valid.

When you copy and paste content from AI tools, websites, or other sources without proper citation, it’s considered unethical. Therefore, it’s imperative to always cite your sources accurately. When you copy text without comprehending its context, you miss out on the opportunity to gain a deeper understanding of the subject matter.

As you are completing a work based qualification, we strongly recommend that you recognise all opportunities to support your answers with examples of workplace practice.

We will also use tools to check for plagiarism and AI use and your submission will be returned, should this be detected.

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Section One

Section Two

Section Three

Criteria covered

Unit 14 1.1, 1.2, 1.3, 2.1, 2.2, 2.3, 3.4

Unit 15 1.1, 1.2, 1.3, 2.3

Unit 11 1.1, 1.2, 1.3, 1.4