Aim of the course

The course aims to provide health and social care workers with the knowledge and practical awareness needed to communicate safely, respectfully and effectively.

It helps learners understand how good communication supports dignity, consent, safeguarding, continuity of care and positive outcomes, while poor communication can cause distress, mistakes, unmet needs and avoidable harm.

Scope of the course

This course is suitable for:

1. Care assistants and healthcare support workers
2. Nurses and nursing associates
3. Senior carers and team leaders
4. Support workers and personal assistants
5. Domiciliary and supported-living staff
6. Care-home employees
7. New staff and existing workers requiring refresher training

The course considers verbal, non-verbal, written, digital and accessible communication with individuals, colleagues, families and other professionals.

It supports relevant expectations under the:

1. Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, particularly Regulations 9, 10 and 11
2. Equality Act 2010
3. Mental Capacity Act 2005
4. Data Protection Act 2018 and UK GDPR
5. Care Certificate Standard 6: Communication
6. NHS England Accessible Information Standard

The Accessible Information Standard requires applicable NHS and publicly funded adult social care organisations to identify, record, flag, share, meet and review communication and information needs associated with disability, impairment or sensory loss. NHS England: Accessible Information Standard

This is an awareness course. Completion provides underpinning knowledge but does not, by itself, confirm workplace competence in specialist communication methods such as British Sign Language, Makaton, interpreting or speech and language therapy interventions.

Topics covered

1. The meaning and purpose of effective communication
2. The communication process and different methods
3. Verbal and non-verbal communication
4. Active listening and checking understanding
5. Person-centred and respectful language
6. Identifying individual communication preferences
7. Factors that may affect communication
8. Sensory loss, learning disability, autism and cognitive impairment
9. Dementia, distress, pain and changes in communication
10. Language differences and the appropriate use of interpreters
11. Communication aids, Easy Read materials and assistive technology
12. The NHS England Accessible Information Standard
13. Consent, mental capacity and supporting decision-making
14. Communicating with families, advocates and representatives
15. Professional communication, handovers and escalation
16. Written records and digital communication
17. Confidentiality and appropriate information sharing
18. Managing misunderstandings and communication breakdowns
19. Reporting concerns and seeking specialist support

Learning outcomes

By the end of the course, learners should be able to:

1. Define effective communication within health and social care.
2. Explain why communication is essential for safe, person-centred care.
3. Identify verbal, non-verbal, written, visual and digital communication methods.
4. Demonstrate awareness of active listening and appropriate questioning techniques.
5. Recognise common barriers to communication and ways to reduce them.
6. Explain how to establish an individual’s preferred communication method.
7. Describe how communication should be adapted for sensory, cognitive, language or learning needs.
8. Explain when communication aids, accessible formats or professional interpreters may be required.
9. Describe the key requirements of the Accessible Information Standard.
10. Explain how communication supports informed consent and decision-making.
11. Recognise that difficulty communicating does not automatically mean that a person lacks mental capacity.
12. Communicate appropriately with relatives, advocates, colleagues and other professionals.
13. Describe the principles of clear, factual and respectful record-keeping.
14. Explain how confidentiality applies to verbal, written and digital communication.
15. Identify communication failures that could create risks or safeguarding concerns.
16. Report communication concerns and seek appropriate support through agreed workplace procedures.

CQC requires communication with people receiving care to be respectful and appropriate to their needs as part of dignity and respect. CQC: Regulation 10—Dignity and respect