Business Communication Report Hnc

Wordcount (Excluding appendices) 1516 sweetenerframe Jan Cervenka HC-BUS-F Group B 2009 2010 Table of Contents Introduction This floor was commissi hotshotd by Doctors Campbell and Stewart and compiled by Jan Cervenka of inwardness Administrative and Organisational Solutions (TAOS). It was compiled in format to determine the organisational issues and fusss of Cairnwell Health reduce. The organisation risks losing additional funding for the next cardinal years if the problems argon non puzzle prohibited(p). The principal(prenominal) issues be low cater morale high levels of stress-related absenteeism and a lack of appropriate IT.This report aims to examine these issues in detail and make recommendations for change. The organisation is Cairnwell Health Centre, which is located in the middle of the Hame billh housing estate in Fraserhead. It is headed up in union by doctors Campbell and Stewart. They employ a number of rung a arrange Manager, two reactionists, two ty pists, an archivist and treat provide. The capacity of the Centre is active guanine patients. The report was to be submitted by 5 October 2009. Methods of Investigation Questionnaires were distri anded to patients on fifth September Results were collected on 10th September.stave questionnaires were distributed on fifth September 2009. Results were collected on 10th September 2009. Observation of the mental process was held on 11th September. Costing for new IT system was researched with Hewlett & Packard on fifteenth September 2009. Doctors Stewart and Campbell were interviewed on 20th September Findings Patient Questionnaires (Appendix 1) Of the one jet copies of Patient Questionnaires, which were distributed among patients, thither were eight hundred and seventy six replies. The consequence was debatable, as you fag end see in PATIENT QUESTIONNAIRE OUTCOME (Appendix 2). stave questionnaire (Appendix 3)Ten copies of the Staff Questionnaire out of fifteen copies were handed b ack to faculty. The payoff of the Staff Questionnaire was much definite (Appendix 4). All members of staff felt disquieting within their subscriber line. All of them thought that the approach of the Practice Manager and leaders doctors was non satisfactory. Members of nursing staff stated that they felt they atomic number 18 oblige to work overtime very often. The typists and receptionists in addition pointed out that IT equipment is out of date. Their complaints were in general addressed to the stability of hardware and to theage of software applications.Sometimes, they were unexpectedly unable to sign in or find out personal selective breeding of patients, this causes persistent delays. Staff also think that that IT equipment does not let them work as well as they fanny. The majority of staff members would also welcome more than instruct, because they sometimes can not deal with problems they face every day. They do not know, for example, how to deal with rude or elderly patients properly. Observation The main issues, which were extracted from both Patient and Staff Questionnaires, were affirmed by the rumination of the surgery. The observation was held in the reception area, waiting area and staff area.It was noticed, that queues at the reception were undesirably long. Approximate waiting time was between 15-20 minutes. The receptionists were unpleasant and frustrated. It was base that this was caused by the computer, which stopped working suddenly. One of the receptionists tried to calm refine waiting customers, but not successfully. The Practice Manager started shouting at the receptionist instead of helping her. They often did not answer telephone calls. explore into IT solutions It was found that the IT systems of the surgery were out of date and thus, very slow and unstable.Sometimes, it was infeasible to type in personal cultivation of the patients, because memory storage of the computers was full. In some cases, it was also imp ossible to find out personal data of patients due to system failures. Problems with IT equipment lead to increasing stress levels of staff. During an designation with an advisor of Hewlett & Packard, costing of IT equipment refurbishment was discussed. Interview with Doctors (Appendix 5) Both Doctors are ready to ensure appropriate changes in order to improve patient services rapidly. mop upIt was found that the problems that the Surgery faces are serious and need to be solved as soon as possible. All members of staff do not scent comfortable within their occupation. They are not satisfied with the managerial staff of the Surgery. They are also not satisfied with the IT equipment. This leads to one of the biggest issues of the Centre IT equipment. Both hardware are software are outdated. Problems with the IT is a major influence on stress-related absenteeisem. It was found that the doctors realise that the service provided to patients is not the outperform.They are ready to u ndertake appropriate changes to improve levels of provided service. Doctors Stewart and Campbell should consider the following recommendations in order to improve the efficiency of the Surgery. Recommendations To improve levels of the service provided to patients TAOS recommends following solutions. Staff meetings Meetings between the managerial staff, the leading doctors and the lower staff should be carried out regularly and communication between all members of staff should be improved. Occasionally, staff reports should be compiled. Relationships between members of staff TeambuildingAppropriate building courses should help to improve responsibility and behaviour at work of every member of staff. diversion facilities improvement IT systems improvement Training of Staff All members of staff should be trained in order to learn how to deal with patients and possible problems properly. Fosters Seminars and communications Company (http//www. fosterseminars. com) can provide training c ourses for healthcare staff. For further information see Appendix 9. Appendices Appendix 1 PATIENT QUESTIONNAIRE Dear patients, _We would desire to take this opportunity to ask you to fill in this short survey.Our company, Total Administrative and Organisational Solutions, is compiling a report about the surgery that you attend. Then, we can make reccomendations to improve the service provided to you. _ _Thank you for your help. _ _(Instructions consider an answer that you life is reform by ticking it)_ The attitude of nursing staff is Poor fine Good clear The waiting times at reception are Satisfactory Unacceptable The attitude of receptionist towards patients is Poor Satisfactory Good Excellent The cleanliness of set forth of the Centre is Unacceptable SatisfactoryGood Excellent Is there anything else that you think we should know about? Appendx 2 PATIENT QUESTIONNAIRE OUTCOME _Of the one thousand copies, eight hundred and seventy six replies were received. _ The attitude o f nursing staff is coaxframe The waiting times at reception are drawframe The attitude of receptionist towards patients is drawframe The cleanliness of premises of the Centre is drawframe In the comment section, patients wrote further feelings about surgery, which were not covered in prior questions.The majority of the patients are not satisfied with the approach of the receptionist. Many of patients also pointed out, that the equipment of the surgery is very good. They are satisfied with magazines, which are up to date. Appendix 3 faculty QUESTIONNAIRE _Thank you for your help. _ _(Instructions Choose an answer that you feel is right by ticking it)_ How do you feel about your job? genuinely satisfied Satisfied Dissatisfied very dissatisfied How do you feel about the managerial staff? Very satisfied Satisfied Dissatisfied Very dissatisfiedHow do feel about your working hours? Satisfied Dissatisfied Very dissatisfied. Would you welcome more training? Yes, I would No, I would not Appendix 4 STAFF QUESTIONNAIRE OUTCOME _Out of 15 copies of the questionnaire, 10 replies were received. _ How do you feel within your occupation? drawframe How do you feel about the managerial staff? drawframe How do feel about your working hours? drawframe Would you welcome more training? drawframe In the comment section, staff members wrote down further feelings about their occupation.All of them pointed out the very poor IT equipment. This is discussed in the Findings section. INTERVIEW WITH DOCTORS STEWART AND CAMPBELL Summary of the interview Examples of questions *How do you feel about the service* which is provided to patients? Dr. Stewart I realis_e, that the service is not the best and I know, that we must improve it as soon as possible. Otherwise, we can lose funding for upcoming years. It would by mandatory for us. _ Dr. Campbell _I agree wit Dr. Stewart. I would like to tell you that we are trying to improve it, but we have not been successful so far.That is the reason why we leased TAOS to help us. _ What do you think about high levels of stress-related absenteeism? Dr. Stewart I think, that the problem is caused by everyone. Not only by us and management. Still, I think, that the staff should work harder. Dr. Campbell _I realise, that the Practice Manager is often too demanding. Sometimes, he shouts at the staff without any reason. I think, that he should attend a training course. _ Appendix 6 Overview of the company Team building events for corporate clientsWe also provide central capital of the United Kingdom Team Building activities, for example our London Treasure hunt which can be undertaken on foot and existence transport, and our River Thames Rib Experience is a real show stopper. Appendix 7 To get more information about the RefresU Company, it is needed to make an appointment with a manager of this company. It is needed to fill in a touch sensation form on their website. Contact adress RefreshU Unit 18A Lenham Storage Ham Lane, Lenha m, Maidstone, Kent ME17 2LH send for number 1234567891 Appendix 8 _ drawframe _ Health solutions yellow-brown on HP systems Contracts management Electronic Health Records Hospital information systems Medical archiving solution Medical image management and PACS Printing & imagination Appendix 9 _WE CARE A Guide to Patient predisposition _SM Dealing with the Challenging Patient_ SM_ _Documentation in the Clinic SM_ Work is Not Just a Daycare Program for Adults_ SM_ Dealing with Employee Management and Workplace Issues_ SM_ Mediating Disputes in the Workplace_ SM_ cut Conflict & Improving Communication_ SM_ Violence in the Workplace_ SM_ _Legal Issues and the Nurse Manager SM_ Avoiding the Malpractice Blues_ SM_ build Fired Up, Not Burned Out_ SM_ drawframe