Principles of working with customers in the Health and Social Care sector

1. Understand the principles of communication in the context of a health and social care setting.

• 1.1 Describe a range of communication methods that can be used and factors which determine which method is most appropriate
• 1.2 Describe a range of communication skills needed in the context of health and social care including; • Verbal • Written • Non-verbal • Active listening
• 1.3 Describe the barriers to communication in the context of a health and social care setting
• 1.4 Describe a range of methods to remove barriers in communication including the use of; • Communication apparatus • Available services and support

2. Understand the importance of communication in relation to the customer in a health and social care setting.

• 2.1 Describe why the brand standards of the organisation should be followed during communication exchanges
• 2.2 Describe the significance of; • Observing verbal and non-verbal reactions • Questions to ascertain understanding • Confidentiality during communication
• 2.3 Describe how the environment can contribute to effective communication

3. Understand how teamwork plays a crucial role in meeting customers’ expectations in the context of health and social
care.

• 3.1 Describe the characteristics of an effective team to include; • Skills • Attitudes • Behaviours
• 3.2 Explain the benefits of an effective team for; • Team member • Customers • Problem solving
• 3.3 Describe how the customers’ experience of using a service can be affected by; • Attitudes of team members • Behaviours of team members • Interactions between the service provider and customer
• 3.4 Describe positive behaviours, attitudes and interactions to enhance the customer experience

4. Understand relationships in the context of a health and social care.

• 4.1 Describe the relationship between excellent customer service and establishing a positive relationship in a health and social care context
• 4.2 Describe with examples the different customer relationships in health and social care and how to establish and maintain positive relationships with each customer