Your organisation will have set procedures that need

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Your organisation will have set procedures that need to be maintained and a legal requirement todocument the work that is performed and to monitor the care of individuals within your service.Within the medical and healthcare sector, records of clients’/patients’ care are vital to ensuring thatthe correct level of care is assessed and given; they also help enable further health and careevaluations to be made to determine any future requirements. They convey accurate medical andhealthcare information on the client/patient which in turn may need to be communicated to othermedical professionals and specialists. This process of documenting and recording informationprovides an effective system for cross-service delivery of care.Communicate to all service providersProvide clear guidance to all your service providers on the expectations for giving feedback. If certaininformation is needed, you could send the appropriate forms/templates to ensure that information is
recorded appropriately. Let them know the requirements they need to fulfil, as designated in the individualised plan of the older person.10. Identify the skills which are required, in order to seek feedback from serviceproviders and the older person about the effectiveness of the service delivery plan?You will need to seek feedback from the service providers and the older person in care about theeffectiveness of the individualised plan. This will require active listening skills and a documentationsystem for feedback.Active listening and respondingActive listening is a form of communicating that requires the listener to feedback what they hear tothe speaker, by way of restating or paraphrasing what they have heard intheir own words. This helpsboth parties clarify and confirm what is being communicated. Empathic/active listening is the mosteffective form of communication between people in a professional context – it is functional,mechanical and leaves little room for assumptions/interpretation. Feedback shows understandingand involves both verbal and non-verbal communication. When someone is listening to the wordsbeing spoken by another, they are also taking note of the way the words are being spoken. Often,workers/clients can find it difficult to express their feelings in words and non-verbal cues can expressa client's feelings more effectively. When you communicate through active listening, it shows respectfor the client/service provider and validates their worth. This enhances their self-esteem which, inturn, enables them to relax and means they are less likely to put up defensive barriers.You will need to seek feedback from the service providers and the older person in care about theeffectiveness of the individualised plan. This will require active listening skills and documentationsystems for feedback.

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