The Chartered Society of Physiotherapy The Chartered Society of Physiotherapy

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Criteria: Communication

7.1 Mechanisms exist to ensure effective communication within and outside the physiotherapy service

Criteria

7.1.1 The organisation has

  1. an organisational chart available
  2. locally agreed systems for referral
  3. locally agreed processes for the provision of information for multidisciplinary assessments, planned transfers and discharges
  4. policies which govern the use of electronic communication to ensure it is appropriate, secure and confidential
  5. policies for the use of social media professionally, socially and responsibly

7.2 Members communicate effectively with service users to ensure effective and efficient services

Criteria

7.2.1 Members communicate openly and honestly with service users and consider the wishes of those who do not want themselves or other’s e.g. a relative to know the diagnosis

7.2.2 Members assess the recipient’s understanding of the information given

7.2.3 Members use active listening skills, providing opportunities for the service user to communicate effectively

7.2.4 The service user is aware of the role of any other member of the physiotherapy team, allied health professional, or social services staff involved in their care

7.2.5 All communication, written and oral, is clear, unambiguous and modified, where appropriate, to meet the needs of the service user

7.2.6 Methods of communication are modified to meet the needs of the service user e.g. where there is a language barrier an interpreter is used

7.2.7 Information is available on condition-specific support groups and networks

7.2.8 Where written information is provided to service users;

  1. a copy or reference is kept in the service user’s record
  2. all information provided identifies the author, production date and review date
  3. superseded versions of information documents for service users are retained for the same length of time as health records

7.3 Members communicate effectively with other health professionals and relevant outside agencies to ensure effective and efficient services

Criteria

7.3.1 There are organisational policies in place for the;

  1. referral and transfer of care
  2.  use of electronic communication to ensure appropriate information is conveyed and that such communications are secure and confidential
  3. delegation of treatment to outside agencies
  4.  use of multi-professional record keeping and service user-held records

7.3.2 Members;

  1. are aware of lines of communication within and outside the organisation
  2. inform others of their own specific role
  3. are involved in regular team meetings/ briefings
  4. are represented at organisation-wide meetings where these exist
  5. are involved in senior management policymaking and the business planning process
  6. are aware of the roles of members of the multidisciplinary team
  7. provide information for multidisciplinary assessments, planned transfers and discharges
  8. ensure that the information supplied to other professionals is directly relevant to their role with the service user
  9. communicate with other health professionals and agencies involved in the service user’s care
  10. communicate relevant information clearly and promptly
  11. agree common goals with the service user, multidisciplinary team and wider carers and family
  12. when delegating a task, ensure that the line of responsibility is understood and clear
  13. ensure that where a task has been delegated, the outcome is clearly communicated

Standard 7.4 Members treat all information in the strictest confidence

Criteria

7.4.1   Members ensure that;

  1. there is privacy when discussing personal details e.g. communication of a sensitive nature
  2. service user identifiable information is transmitted securely
  3. service user’s information is only released to sources, other than those immediately involved in the plan for intervention, with permission or when there is a signed consent form to allow this process
  4. the written consent of service users is obtained before using identifiable clinical information (photographs, videos etc) for purposes other than the treatment of the patient
  5. where confidentiality cannot be guaranteed, the service user is informed of this fact and given the option to decline giving information
  6. when it is of benefit to the service user and in discussion with the service user, other healthcare workers may be given access to the physiotherapy record
  7. consent is sought from the service user before discussing confidential details with carers, friends or relatives

7.4.2 There are policies in place, which are followed to;

  1. ensure the confidentiality of service user identifiable data held, or transmitted, in electronic formats
  2. ensure the confidentiality of service user identifiable data seen by members but intended for other professional team members 

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