Booklet 14

1. Enriching Knowledge for the Health Management and Social Care Curriculum Series (12) : Social Care and Social Welfare (Compulsory Part) 21 Apr 2015 p.m. Booklet 14 Social Care In Action

2. Learning Targets

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. Forms of service delivery • Integrated vs. Specialised services • Integratedservices • 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)

10. 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

11. 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

12. 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

13. 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.

14. 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

15. 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

16. 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

17. 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

18. 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.

19. 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

20. 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, picturesetc. • Verbal Communication ： talk, e-mail, letters etc.

21. Communication Barriers Common communication barriers ： • Lack of trust • Message ambiguity/distorted • Lack of empathy • Lack of active listening • Assuming • Not agreeing • Dominating

22. Models of Communication

23. 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

24. 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) 

25. 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

26. 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