Care Certificate Standard 6 communication teaches us as carers the importance of using simple and clear language in care homes. Below are the answers for Standard 6. Please read and learn, do not copy. Your answer can be completely different than mine. There is no ONE answer in Care Certificate.
Activity 6.1a Answer
| 1. | Verbal communication: Adjust tone pitch, speed and volume of voice according to the individual’s understanding. Always be respectable when communicating. |
| 2. | Position: Sitting too close to an individual can make them feel uncomfortable and sitting away from them, can make them feel that you are not interested in them. Thus, one should sit or stand neither too close nor too far. |
| 3. | Written communication: This method is used to send messages, keep records or provide evidence. The written records need to be accurate without any errors and honest. State only facts. |
| 4. | Braille: The raised dots that are ‘read’ using touch for people who are blind or visually impaired. |
| 5. | Eye contact: Maintaining eye contact is an important way to show engagement and listening. |
Activity 6.1b
Question1 Answer
- When someone cannot hear what other person is saying to her, write it down on whiteboard or piece of paper make sure they have eyeglasses on.
- When someone cannot see, use braille method or introduce the activities in which they can take part such as quiz, listening to music.
- Take to service user with good body language and eye contact.
- Use open end question, for instance, “Hello Mrs. Simpson, what do you want to have in breakfast”, “How would you like it spend your day?”.
Question 2 Answer
- Using closed end communication with only yes or no.
- Sitting too far away from service user.
- Crossed arms or impatiently tapping feet on the ground.
- Not giving enough time to service user to express.
Activity 6.1c
Question 1 Answer
It is important that we notice the changes in other person’s reactions as it can tell whether the person is feeling confused, angry, upset, stressed or anxious. Noticing the reaction on time can help to take action to help stop this from happening or help them express their feelings in the best way for them.
Question 2 Answer
Responding on time is very crucial, otherwise the anger or frustration can easily build up which can affect the person’s wellbeing.
Activity 6.2a
Part I) Answer
- Ask the person, they can tell what their likes or dislikes is.
- Individual’s family might be able to share experience of which communication methods work best and needs, wishes and preferences of individual.
- Individual’s friends or carer can also help.
- Be creative and try different method of communication and see which one works best.
Part ii) Answer
- I will first and foremost ask the resident basic questions, such as “what do you like to drink? tea, coffee, or juice”. Judging how they are responding; I will be able to know. If someone is struggling to understand, it could mean they have hearing aids or other special need.
- Secondly, I will ask the family prior admission to fill small assessment form, so that we the staff are aware about individual’s communication and language needs.
- Thirdly, I will ask the individual’s friends or carer to get more information regarding the individual. However, I will not rely on this method alone as sometimes they do not communicate well with the person being supported.
- Lastly, it’s my duty to be observant and notice the changes or reactions of individual to establish an individual’s communication and language needs.
Activity 6.2b Answer
- Word or symbol boards.
- Touch.
- Speech Synthesizes (voice recognition software).
- Sign Language.
- Hearing aids, hearing loops.
- Text phones, text messaging on mobile phones.
- Magnifiers.
Activity 6.3a and b Answer
| Barriers | How it can be reduced |
| 2. Emotions | If an individual is showing sudden signs of anger and frustration, I need to immediately report it to my manager and record it. So that help can be given to person. |
| 3. Noise (Loud environment) | If an individual does not like loud music or any social gathering where dance is being taking place, I will take the person to quite area and after her snacks /drinks and will find some other activities like painting to keep her engaged. |
| 4. Sensory impairment | If an individual cannot hear me properly, I will write the question on white board. So that the person can easily read and respond me. |
| 5. Language | I have to make sure only common language (English) is being used at workplace, so that service users do not feel excluded from the conversation. |
Activity 6.3c Answer
Checking that complete communication took place, and the receiver understood what sender had to say. I have to make my questions are open and not closed end. Some examples of open questions that I can ask the service user are as follows:
- Hello Linda, what do you like to do in your spare time?
- Mr. George, what do you like to have in breakfast?
- Miss Christine, do you feel like going for a walk in the garden?
The response back can tell the sender whether receiver understood the question or heard the question way.
Activity 6.3d Answer
- HM, a resident who had hearing aid but lost both of them in previous care home. She had hard hearing problem, carer needed to speak very loudly to her. But sometimes despite loud speech, HM could not understand well.
- My manager, a person has 15+ years’ experience of working in care home. My manager instructed us to use white board for her. This really helped with HM and HM visibility looked happier and more settled.
Activity 6.4a Answer
In my job role as Senior Carer, confidentiality means treating my service users and colleagues’ information with care and only share with others on ‘need-to-know’ basis. At MH, I have signed data confidentiality contract which guide me to follow General Data Protection Regulation 2016. I have to make sure resident’s files are securely locked in the cupboard and every time I use iPod, tablets or computer, after use I sign myself off the system. Our computer and tablets are protected by a password and antivirus.
Activity 6.4b Answer
| General Data Protection Regulation (GDPR) 2016 | 1. Sign data confidentiality contract.
2. Change the PCS password regularly. 3. Log off before going home. 4. Store residents files in locked cupboard. 5. Do not share resident’s information with family, friends or anyone outside work. 6. Do not update care plans outside the organization premise. |
Activity 6.4c Answer
| Example 1 Answer: An individual Spo2 dropped to very low level and needs hospital treatment. I have to pass on personal information using hospital pack (includes medication, allergies, next kin details) to the paramedics that arrive on the scene. |
| Example 2 Answer: An individual shared to me that they have been financially abused but do not wish to tell anyone. I will have to explain to them that I have pass the information to my manager, so that she can take some action. |
| Example 3 Answer: An individual having suicidal thoughts and expressed to me but do not want me to tell anyone. I am legally obliged to share this with my manager. |
Activity 6.4d Answer
| People | They could help me |
| Manager | My manager can advise on the best action to be taken. |
| Senior Staff | Can offer guidance on how to tackle the situation from experience. |
| Police | Can investigate any financial abuse that resident indicated in previous question (6.4c) |
| Social Services | Are obliged to treat all reports seriously and investigate them. |
