Theme 3: Communicating through technology
About this theme
Use this guidance to understand the skills and training your organisation needs to communicate using technology.
This video shows how developing these skills has helped a home care provider to better communicate with each other and with the people they support.
1. Understand the different methods of digital communication and why they are used |
There are many ways you can communicate digitally with colleagues, with people you support and their families, and with other professionals and organisations. |
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2. Choose the right type of communication technology for the situation and adapt my communication style as necessary |
Understanding the digital communication tools on offer, and which tools are right for the situation and/or the needs of the person you are communicating with, will help you to provide quality, person-centred care. |
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3. Use communication technologies safely, securely, and appropriately, with respect for others and in line with my organisation’s policies |
It is important that all staff can use communication technologies safely and appropriately. This may also involve helping others, for example, supporting someone you care for to set up a video call with their family. Digital communication should always be appropriate, respectful of others and in line with your organisation’s policies (including any policies regarding use of social media). |
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4. Use digital platforms and forums to collaborate with others |
Having the ability to collaborate digitally with others to achieve a shared goal (for example, by contributing to a shared document or online workspace) can help you to learn and develop new skills, and contribute to the provision of quality care. |
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5. Support others to use digital communication tools to stay connected to family, friends and their community |
There are a range of technologies that can help people to keep in touch with family, friends and their community. Tips and guides are available to help you help others to stay connected using technology. |
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Knowledge criteria | Additional information | Useful resources |
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6. Lead in modelling and promoting good practice in digital communication |
You can support your colleagues to develop their digital communication skills by modelling and promoting appropriate use of communication technology in the workplace. You can also advocate the benefits of online forums for learning and collaboration. |
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7. Help colleagues to understand, access and use communication technologies safely, and choose the right type of technology for the situation |
There are a range of resources available to help you help your colleagues to communicate safely using technology. |
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8. Contribute to the development of procedures around safe and appropriate digital communication within my organisation |
In line with the CQC’s key questions and quality statements, care providers are required to seek accessible ways of communicating with people they support and meet people’s information and communication needs. As digital communication methods are increasingly used in the provision of care, staff in leadership and management roles should ensure appropriate policies and procedures are in place to support good digital communication practice. |
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Knowledge criteria | Additional information | Useful resources |
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