Communicating in h&sc

Communicating in Health and Social Care Organisations Unit 1 QFC Level 4Fatima SultanaLCC20123908

Communicating in Health and

Social Care

Unit 1

Fatima Sultana

LCC201239081


2.1

It is relevant to have and use effective communication within the health and social

care context. Considering that it helps develop positive and satisfying relationships between

service users and service providers. Above all to gain trust, respect and confidence in the

service provider there must be a strong positive relationship between them. Effective

communication encourages understanding, agreement and helps having better connection in

personal and professional relationships, e.g. healthcare team, decision making, etc. In order to

have effective communication it’s very important to have effective listening, positive non-

verbal communication, stress management and emotional awareness.

There are many reasons to why the communication process gets influenced. Cultural

values are of great importance in health and social care settings, as in the UK, it is full of

people from different backgrounds and ethnic groups. Religion/religious circumstances,

language barriers, social class position, ethnicity, age, gender and educational training for

service providers must be kept in mind as they are key purposes in health and social care.

Many service users reject care being given to them if the service provider is not of the

same religion. E.g. if there is a case of not having a service provider of the same religion for a

determined patient, it may interrupt their care plan and have a negative outcome on

communication between them. Therefore, it may also cause stress and result in further health

issues, which may then delay or stop effective communication between a client and health

professional. However, if the service provider was of the same religion for a particular

patient, there will be clear communication, help solve problems quicker, relieve stress,

understanding of non-verbal communication and may make the service user feel safe.

There are people from all over the world in the UK, which means that there are

different languages which are spoken in health and care settings. So the UK is a multilingual

country. Service users from different cultures will speak in their own language and also

understand non-verbal language in their cultural way. But for many patients who cannot

speak or understand English will find it difficult to speak to a health professional, this is

where translators come into the picture. Having a translator has made it easier for both client

and service provider to communicate and understand each other. On the other hand, to

provide good quality care and achieve effective communication, it’s relevant to have leaflets

in many different languages (done by the Department of Health).

In order to connect with service users of a different culture, it’s necessary that the

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service provider has the ability to understand and express communication using non-verbal

messages that would not cause conflicts with the client. It’s important to be aware of

individual differences too. E.g. in the UK thumbs up is a sign of approval or support, whereas

in Bangladesh it is a negative sign or abuse. This also outlines how ethnicity can also

influence effective communication. As to using incorrect non-verbal communication by the

client can cause the service provider to feel uneasy at times and not be able to or want to

provide care for particular patients that have different use of non-verbal messages.

Effective communication may have different affects depending on a person’s social

class/status such as low class, middle class and high class. This means that service users

would want to receive care and service from those of the same class so they feel they are

being respected and that they are following their cultural heritance. E.g. when not having eye

contact when talking to another middle class person may be seen as not paying attention or

being rude, but in the other statuses looking down/no eye contact may be seen as showing

respect.

Age also plays a role in influencing effective communication. E.g. an elderly patient

with dementia may expose crucial information to their carer which must be breached without

consent. So due to this the patient may not feel confident enough to tell anyone anything

personal or life threatening. This may have further issues to their health being improved as

the patient will not trust carers and wouldn’t want to communicate.

As well as age, different gender may be seen as an obstruction in communication.

Many female service users wish to and prefer having a female service provider caring for

them (this can also refer to religious circumstances too). E.g. a female patient will feel

uncomfortable to discuss her personal health issues with a male doctor, and if that’s the case

the patient will leave her GP with her problems/care unsolved, as she wasn’t able to

communicate clearly her issues. Also it’s essential for service providers to have adequate

training and education in order to provide complete care to the service users. This may be

done by regular training sessions which can educate about new care standards, medication,

and etc. This will help personal and professional development and gain appropriate

understanding and communication between health professionals.

After all, we have understood that values, culture, and ability of an individual have a

major affect in the way they can communicate. So as a result there are laws that give these

individuals rights to receive care according to their preferences.

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2.2

There are many impacts on the communication process in health and social care due to

different circumstances which raise racial, sexual discrimination and also being separated due

to being of a different social class and also not being given the advantage to speak (e.g. by a

superior). However, these factors are removed with the guidance and cooperation of different

types of legislations, charters and codes of practice. It is substantial to clear the factors to

avoid any obstacles in communication in health and social care services.

There are Acts that have been established by the government in the UK to assist in

withdrawing issues that may cause difficulty with communication in health and social care.

These are National Acts which have also been introduced by government as well as the

Department of Health and the NHS. Some of the Acts are Equal Opportunity Act 1995, Sex

Discrimination Act 1975, Race Relation Act 1976, Human Rights Act 1998 and Data

Protection Act 1998. These legislations are followed by all health and social care

organisations in association with policies and procedures by the government. They were

produced and acquired to establish that the quality of care is of high standards.

Data Protection Act 1998 is a law which protects the personal data of people who are

living in the UK. The Data Protection Act 1998 protects various types of data such as health,

finance, personnel, occupational health and more. It protects people’s rights, freedoms and

their right to privacy. In health and social care organisations it’s mandatory for health

professionals to store the service user’s data appropriately and safely and using it if

necessary. However, it’s the responsibility of health professionals to ensure that they are

abiding by the rules set by Data Protection Act 1998 when it comes to holding personal

information of their service users. Maintaining confidentiality will help service users feel

safe and protected and will build communication.

Human Rights Act 1998 allows every human to be able to have their own thought,

conscience and religion. In health and social care a person should be able to express their

views/opinions regardless of what race, age, sex and nationality they are. So a service user

should not be treated any different because of their differences as this law prohibits

discrimination. It gives further effect in the UK to the quality of life within health and social

care by letting people have and make their own choices.

Race Relations Act 1976 is the law which gives people entitlement to have their say

thoughtless of what that person’s race or nationality is. So it is set that to discriminate against

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someone due to their nationality, ethnicity or skin colour is against the law. But this Act can

make exemptions to meet needs of a service user of a particular ethnic group by providing

them with a service provider of the same ethnic group, the reason being that they have better

understanding and communication between them. There is a connection with Race Relations

Act 1976 and the Sex Discrimination Act 1975 as they both consider being against

discrimination in the provision of goods and services. The Sex Discrimination Act 1975 also

established that people should not be discriminated regardless of what their sexual identity is.

If this rule is not followed then the law is being broken.

Equal Opportunity Act 1995 is a law which appointed that every individual must be

treated the same and that the care service shouldn’t intervene with the service user’s religion,

sex, ethnicity, class, race, or even disability. Equal Opportunity Act allows service users to be

able to and gives the right to have their say in relation to their care and the services they are

receiving. Healthcare workers must promote equality and diversity by treating all service

users equally no matter what. It is a norm that service providers cannot choose which

individuals they can care for however must show them the same respect. Discrimination and

cultural differentiating must be avoided at all times in care.

The United Nations (UN) sets International Acts in relation to communication. These

Acts refer to the Acts that have been mentioned earlier but taking into consideration the

communication process. The International Acts function to fulfil communication difficulties

between service providers and users, by helping health professionals to understand the needs

of users and how to create effective communication. Quality of health depends on how

healthcare professionals work together and communicate. Problems may occur for the patient

if there is lack of communication and interaction between professionals in healthcare .

The European Codes of Practice has also set rules to ensure the delivery of effective

communication between people. The fundaments of this code of practice for communication

are to be able to have health professionals to have efficient information through progressive

communication between people. Also to give health professionals, volunteers, members and

trustees extra training so they can develop better interacting skills and be able to provide

better care and understanding for service users. It is important for health professionals to

understand what techniques should be used to make it easier to get through to a service user

and communicate. The European codes of practice for communication works to ensure that

information management, public relations, communication and technological use are of high

standards.

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However, if these laws, charters and codes of practices are being followed well

enough by health care workers in accordance to the organization, then he/she will not be

criticized for any action as they will have followed and acted within rules that were set. At

any rate this will result in minor chance of any legal interference.

2.3

To achieve efficient and powerful communication between health and social care

workers and the service users it’s essential to concentrate on the systems and policies that are

set within the particular healthcare organisation. To reach the potential level of

communication of service providers and their service users there must be adequate

management, code of practice and legislation applied with that organisation. Organisational

policies and systems support the care relationship between carers and users. Good

communication is sustained when important factors are applied. These include proper

documentation, information, practice, system and procedure.

To keep relevant data and records of service users is a commendable way to improve

communication between healthcare workers and services users. So this needs to be done by

making sure proper documentation is kept of service users. However, communication can be

disrupted if there is carelessness with the service user’s documentation, such as it getting lost

or being wrongly filed. This can also cause confusion and serious harm between service users

care. Not having good communication means that the service user and service provider will

have limited conversations and the service provider will not trust the care worker and will

feel that their care is not being fulfilled.

Proper documentation also means to records incidents that happen within the

organisation or to any person. Also it’s essential to keep record of previous results of the

service user and this also counts for the new records. This will be able to keep healthcare

workers up to date with their patient’s details and future care. Records that are to be

documented include personal details, illness details, diseases details and test results (blood,

urine, sugar, weight, etc).

Information is worth a lot within a health and social care environment. Information is

applied to everything and everyone, so it’s considered as being above explanation. Having

crucial information makes life easier for service providers as well as service users.

Information of patients helps keep track of medication and illnesses, also keeping a record of

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information on computer files make it makes searching for a patient record easier.

Information is needed in order for a healthcare professional to make recommendations to a

service user about their care or any concerns they are experiencing. Delivering the correct

information is a must as it can cause issues later if wrong information is given to the wrong

person. So care workers must be cautious when it comes to giving information to their

patients. Exchanging information is fundamental between health care professionals and

service users, so it must be done appropriately and accordingly.

Applications of systems and procedures is another way of promoting good practice in

communication as it reduces misunderstandings and also lack of understanding. Having the

support of laws and legislations make the foundation of the organisation stronger and also

aids in improving the quality of the services provided. But these organisational procedures

must be updated and implemented on a regular basis. If these systems and procedures are not

applied to health and social then the business would not be successful.

‘Practice makes perfect’. It is said and proven that doing something again and again

will lead to learning to do something right. So in a health and social care organisation,

healthcare professionals can get regular training to provide better and modernized care

services. Implementation of communicating practice will make better the relationship

between health care workers and the service users. To avoid space or separation between care

organisations and their service users it’s an advantage to put into effect effectual

communication. Implementation of practice is an advantage and profitable point for care

workers and the care organisation. It will also contribute towards the care of the service users

and their families.

2.4

Healthcare organisations need to have appropriate use of policies and systems within

the care setting to deliver effective communication. Health and social care professionals

require good communication skills to develop positive relationships and share information

with people using services. This should also enable them to be able to communicate well with

service user’s families and/or carers and colleagues and other professionals within the

organisation. So to improve the communication process, organisational policy and systems

must be acknowledged to gain further the knowledge/training, understanding and practical

skills needed to improve communication skills within the care organisation.

It’s vital to comprise good communication in health and social care practice as it helps

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maintain positive relationships with services users, healthcare professionals and the

organisation. Being able to understand a service users concern and being able to meet their

needs is a way of progressing communication. This also ensures a positive relationship

between health care professionals. Another way to improve communication process is by

sharing convenient information with particular people using the services; this will aid

receiving information back to be able to perform their further care needs.

In order to obtain commendable communication it’s essential that the practice and the

service standard are of distinctive quality. If the service of a health care organisation or a

professional’s care is inadequate it will disable communication from the service user. It is a

requirement that all health and social care organisations are to precede their care services

through the National Minimum Standard. Not applying this criterion will cause complications

when it comes to communicating with service users as the quality of service is deficient.

Better than better relationships can be attained with all persons in a health care organisation,

if the service standard is better than better.

Pressurizing service providers in regards to their service user’s ethics by management

can be beneficial to the communication process. So it’s convenient to keep service user happy

with regular information/updates in relation to their care and most importantly keeping the

records of service users in a safe place. This is done by acting in accordance to legislations

set within the organisation, e.g. Data Protection Act 1998. If management pressurises health

care professionals to follow the standards of the Equal Opportunity Act 1995, it will promote

communication. But if this is not the case ethical factors can lead to a service user to mis-

communicate or not communicating at all, e.g. hurting the feelings of a service user by

differentiating them because of their race and not providing compatible care as others will

lead cause an obstacle/barrier to appear in between the communication process.

There are many types of issues that can be discriminated against and this will create a

wall between the communication of a service user and a health care professional. ‘Unfair

treatment of a person, racial group, minority, etc; action based on prejudice.’

(http://dictionary.reference.com/browse/discrimination). This is absolute poor standard of

service, which will certainly cause communication failures between service users and care

workers. Race Relations Act 1976 and the Sex Discrimination Act 1975 both consider being

against discrimination in the provision of goods and services in health and social care. These

laws set the rules of ensuring discrimination are forbidden within the care organisation. The

consequence of a discriminatory practice is result in a bad communication system.

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http://dictionary.reference.com/browse/discrimination


To improve communication within a health and social care setting it’s essential that

values and principles are respected of all individuals, as this may encourage communication.

Its best to respect others values and culture as it may put the person making disregarded

comments in a bit of a commotion with the law. However, disrespecting a service users

values and culture will build a wall between the communication process, but to ensure

excellent communication there must be respect and interest shown towards their values and

culture of the service user.

So, overall it is mainly the service provider and the care organisations responsibility

to ensure that there are no injustice and negligence from their side that will onset barriers to

communication with service users. This will then lead to poor, lacking care service system.

3.1

We are going to make an approach to establish ICT (Information and Communication

Technology) to our organisation so we can deliver more improved and effective service for

the service users. This is because ICT plays a major role in health and social care and is being

applied to provide comfortable, cheap and easier access and service for care. There are a

number of ICT software’s but the most standard ones are those that we will be applying to

our health and social care workplace. Adequate training will be provided to top up skills for

use of communication tools as we already have skills for using scientific tools for care.

These software packages will be very useful in communicating for us in health and

social care as this is the new modern science that has been applied to communication process.

The software package includes word-processing, database, spreadsheets, information

retrieval, internet, intranet, email and image software. Before, we can get this system up and

running, we will be getting technical engineers out in the building to install computers,

printers, scanners, etc. These equipments are needed in order to put to use the software

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packages to support work in health and social care in our workplace.

However, to begin with we will be installing the computers with a software package

called Microsoft Office. This package includes Microsoft Word, Excel, OneNote and

PowerPoint. We will also provide every member of staff with their own private password to

be able to access the network that can only be used within the organisation, in other words the

Intranet. There will also be Internet access for other queries too, that may be able to provide

guidance/information to improve further work in care.

Microsoft Word likewise word processing will allow us to create written documents

through typing and then storing it electronically onto a disk or USB flash drive (a data storage

device). These documents can be modified again and again if needed by entering characters

from a keyboard and printing from a printer. A word processor will also enable us to change

font styles, layouts, word wrap, copy and paste and have graphics and do spell checks. File

management is included in this to help our search easier for files/documents of particular care

or service users.

Microsoft Excel software functions spreadsheets and occasionally databases.

Spreadsheets help to organise and analyse data into table form, such as grids. Grids consist of

labelling row with numbers and columns with letters to identify each cell separately. The

spreadsheet software has different ways of presenting data and may have interacting sheets.

Information collected and organised in a tabular format can be also called database, but these

can also be done on other programs other than Excel. A database is a collection of

information, e.g. patient’s details, etc. Database is the information which is saved

electronically on the computer and can be accessed to make changes or updates or to view

particular information. It is like a filling system but an electronic one which takes up less

space than pieces of paper of many service users, etc.

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This image on the left is showing an example of how a database can be made using Excel/ or spreadsheet. It can contain patient’s details, such as names going down and age, gender, ethnicity and health issues going across. http://www.medidata.co.nz/.


Information retrieval (IR) is to gather information resources which are applicable to

the information that is needed. To avoid information overload, we will be shown how to use

the automated IR systems. IR systems are most common in libraries to help find books/other

documents easily. But we can use this within our health and social care department to classify

and evaluate complex healthcare information. Another type of IR system is the web search

engines, by typing in a leading word to assist us to find further details/information.

As we all know the Internet is a global protocol technology, it is the network which

connects to computers all around the world. There are many types of networks: public,

private, business or government but they are somehow connected through cables or wireless

devices. The Internet will help us search for information resources, views documents of the

World Wide Web (WWW) and also include email. This is normally done using search

engines, such as Google, Bing, Yahoo, etc. Even the use of government websites will assist

us in our everyday issues and concerns in health and social care (e.g. www.dh.gov.uk).

The Department of Health website supports health and social care matters everyday

and provides regularly updated information. The ‘DoH’ website consists of eight sections.

1. Healthcare news, which is also in connection with the NHS. So NHS link can

be followed for additional information and that to in HTML format.

2. Social care materials can be found on caring for particular service users that

are e.g. dementia/ learning disability patients.

3. Public health issues which can be viewed by service users as well as service

providers for their interest or for their own knowledge.

4. Management service section can update people on financial issues in relation

to health and social care, such as news and effect of NHS cost and budgets.

5. Publications section is in the interest of all to view and is available in HTML

format so they can open the publications on most computers.

6. Consultation services are beneficial for those who wish to follow advice over

the phone or online in relation to any health matters instead of attending a

health and social care practice in person that is if it’s not a major concern.

7. Media centre within this websites section is similar to publications service but

this helps raise public awareness of particular health and social care news.

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http://www.dh.gov.uk/


8. About us is the most important section of a website because it will give

viewers a good idea where, who and how they can contact the ‘DoH’ and also

to assure that it is a legit website.

This is how the ‘DoH’ communicates with its viewers and that is all service users,

providers and even the organisation. So to be able to use and apply knowledge from this

website suggests that other software packages can be put into action. Therefore, supplying the

internet will be creating further success for health and social care services.

However, these days most common use of internet is to communicate, such as social

network sites, instant messaging and video calling (e.g. Skype), however email is one the

most important communications supply and this is what we will use exclusively in our

workplace. These services are also available on most mobile phones.

We will all have set up our own Email addresses so we are able to send pictures,

documents and files to particular health professionals within our organisation. Emails can be

sent and stored without having to be signed in to the email. But our workplace will introduce

the Intranet, so we can connect with everyone within the organisation. The network which

uses the Internet is called an Intranet and is mostly applied to systems within an

organisation. So we will have the intranet which will keep us connected within the

organisation. This will keep every member of staff and the manager up to date with new

broadcast and help us contact our colleagues instantly, e.g. healthcare professionals

discussing key issues of care on the Intranet forum so only employees within the organisation

can be aware of. This will be our very own private internet which will be restricted outside of

the building. However, email, web search services and file transfer system will still be

available on the Intranet. If we see necessary, then we may supply user confirmation and

passwords so we can access this when off-site.

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This is an image of nurse’s schedule within a health and social care organisation. To make this schedule, there has been use of spreadsheet or Excel. Also information such as schedules of health professionals can generally be viewed on the Intranet within the organisation. http://www.aaisinc.com/database/web/intranet.php


3.2

ICT software will benefit every person within our health and social care organisation. It will

be an advantage and profitable for us as care workers and the organisation we work for. It

will also contribute towards the care of the service users and their families.

GP’s can send text messages to patient’s mobile phone to remind them of any

upcoming appointments they may have or sometimes to update any health records, e.g. do

you smoke? Reply back Yes or No. These services help in meeting service user’s individual

needs. So here is the use of instant messaging, which can be sent from our intranet site to a

majority of our patients to keep us up to date with the patient’s records. This is also a way of

communicating with service users. It is important to have good record keeping of our services

users, so we can administer the treatments that we need to make in order to fulfil a patient’s

physical and mental health. Therefore, we must focus on the data collection and recording

systems which will support us in screening and making assessments. This will also be a

benefit for us as care workers to be able to concentrate on and manage statistical data of our

service users. Being able to send reminders by text is also a benefit for us as care workers and

for our organisations quality of service as we will be able to lower DNA (did not attend)

rates.

However, the use of ICT will help in saving time of both service users and

professionals, such as being able to complete health related forms online instead of coming in

to a health care organisation. As well as doing formalities n the internet it can also be done on

the phone, e.g. a service user can make appointments over the phone. This process will save

time and is easier than physically attending to complete procedures.

It’s relevant to carers and the organisation to be aware of how much of a patient’s

information they need and that it is accurate and detailed briefly so there won’t be any further

difficulties in the treatment of any of our patients. We will start using e-forms within our

workplace to admit or make any referrals of patients. This will be forms that will need filling

out on the computer system and so it will be saved into the database automatically. You must

also know that our paper based records will be replaced will the computerised system. This is

because papers files tend to get damaged quickly and many cases lost. So individuals would

not have to worry about having a black pen when it comes to filling in a form. These files can

be saved onto hard drives, pen drives or in emails.

The application of ICT will make it quicker to receive test/blood results quicker and

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also reports/referrals. Service users will be able to get their reports through email, which is a

really quick process other than us sending out letters which take time to get to service users

and cost us. This also promotes that distance is not a major problem when there is ICT access

available. By being able to receive reports, etc by email the service user does not have to be

in the country or at home to receive them. By accessing internet and email they can see them

anywhere. However, this is an advantage for health professionals and organisations as they

don’t have to worry about the service not being close by to be seen. The video messaging

programs such as Skype/messenger have made that process effortless and are free of cost.

Administrative work has become easier due to the fact that ICT has taken control of

communication and other relevant procedures that need doing in health and social care.

Therefore, ICT software’s can also assist us in planning and managing our meetings

with other health professionals and organisations in regards to the care of a particular service

user. Using word processor, we can keep a record of the individuals that have attended the

meeting and those who haven’t. A record can be kept of what targets have been spoken of

and the goals that have been met according to the patient’s treatment. This document can be

saved on a computer file and be viewed by health professionals that it may concern using the

Intranet.

However, all this ICT business means more training for us and more skilled

administrators on our team. But with all this new and efficient systems we will be able to

exchange information, assessments and care plans with other professionals within the

team/care. There are also online journal articles and further information which will be

knowledgeable for all health care professionals. To ensure we do not make any mistakes in

our client’s data’s, we can have document printed and re-checked to avoid any error, so we

will be having accuracy of records. Besides this does not have to be done by a group of health

professionals this can be done by 1 or 2 service providers so the other professionals can carry

on delivering care services, so this is being more efficient. We will also have set up our own

online database, which we can use to get more information on policies of our organisation,

resources, standards, etc, e.g. Social Care Online.

At latest results, health and social care will have increased accountability due to ICT

software’s keeping us up to date and independent in making no strong mistakes in service

users care quality.

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3.3

Despite all the positive points of having ICT software’s installed within our health

and social care organisation, we must not overlook health and safety, data protection

negligence and access to records in health and social care just because we are using

technology. There are legal considerations which must be followed to avoid any further

issues for us as care professionals and the organisation. These considerations are little like

barriers which are applied to avoid impairments, hastiness and many other reasons. These

legal considerations are applied to ensure rules and regulations are followed in order to

provide unlimited care for the service users. So the importances of these legal considerations

are keeping in mind the health and safety of us and our colleagues. However, we must not

disregard data protection as this will affect everyone within the health and social care

organisation as well as own health and safety.

Even though we are switching our paper work to computerised files this may increase

spending more time on computers, which can be an issue for those who may experience

postural and visual complications. Postural problems can be neck pain, back pain and arm

pain due to long hours sitting at desk typing information or assessments. This problem can be

solved if you sit up straight and not slouching, or using aids such as a pillow to support your

back, etc. Long hours at a computer can bring about different behaviour issues in the health

care professional, as searching for files may take long and can be stressful. The functioning

of the brain may be affected due to large amounts of stress. This can even happen when files

are being stored manually. Due to sorting out files into necessary sections is a challenging job

it can be a burden on a professional’s career, in case of any mistakes.

Confidentiality is another clearly worrying responsibility for health care professionals,

as it puts professionals under pressure of not disposing personal/confidential data of service

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users to others unless necessary. This is according to the Data Protection Act 1998. Health

care professional must ensure that they are storing accurate and up to date information of

service users and safely enough so it mustn’t come across any else. The Data Protection Act

1998 sets rules that may be problematic for a care workers career if they knowingly or

unknowingly violate the law. There are a lot of policies, guidance and information about data

management available, which can come on top of some care workers practice (e.g. issues

about disclosure and data sharing with systems such as the Common Assessment

Framework).

However, a health and social care organisation must be able to manage time

appropriately, to certify that high quality care is being given to the service users. Wasting

time can occur if there is too much elaborated information on the service user’s data. As well

as manually noting down a service user’s details and health issues may also cause valuable

time being consumed.

The use of IT has made life in health and social care organisations easier and quicker

and resourcefully a place of good quality care. Due to sufficient information being found

online in regards to health of service users, it has made care services more efficient and

proficient.

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14-May-2013

Care Quality Commission (2013). About legislation. [online]. Available.

http://www.cqc.org.uk/organisations-we-regulate/registered-services/legislation. Accessed

25-May-2013

Community Care (2012) Council breached equality duty in setting care home fees. [online]

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Communicating in h&sc

Healthcare

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