'Business Communication Report Hnc\r'

'Wordcount (Excluding appendices): 1516 { get away: stray} Jan Cervenka HC-BUS-F Group B 2009 †2010 Table of Contents Introduction This discipline was commissioned by Doctors Campbell and Stewart and compiled by Jan Cervenka of add Administrative and Organisational Solutions (TAOS). It was compiled in place to visualize the agreemental issues and problems of Cairnwell Health middle. The organisation risks losing additional financial support for the next five years if the problems argon non solved. The main issues argon low mental faculty morale; high levels of stress-related absenteeism and a lack of eliminate IT.\r\nThis report aims to read these issues in detail and contribute recommendations for change. The organisation is Cairnwell Health Centre, which is located in the marrow of the Hame lineuph housing estate in Fraserhead. It is headed up in partnership by doctors Campbell and Stewart. They forge a fig of round: a exert Manager, two adjudicateists, t wo typists, an archivist and nurse supply. The capacity of the Centre is ab tabu gee affected roles. The report was to be submitted by 5 October 2009. Methods of Investigation Questionnaires were distri altogether whened to patients on 5th kinfolk Results were self-possessed on 10th folk.\r\n supply questionnaires were distributed on 5th September 2009. Results were collected on 10th September 2009. placard of the surgery was held on 11th September. be for new IT system was researched with Hewlett & Packard on fifteenth September 2009. Doctors Stewart and Campbell were interviewed on 20th September Findings diligent Questionnaires ( addendum 1) Of the one thousand copies of unhurried Questionnaires, which were distributed among patients, there were octet hundred and lxx six replies. The issuance was debatable, as you terminate essay in patient role QUESTIONNAIRE matter (Appendix 2). Staff questionnaire (Appendix 3)\r\nTen copies of the Staff Questionnaire st ep forward of fifteen copies were handed back to provide. The outcome of the Staff Questionnaire was to a greater extent definite (Appendix 4). only members of mental faculty felt uncomfortable deep polish their line of business. All of them thought that the approach of the Practice Manager and breathing doctors was not satisfactory. Members of nursing mental faculty stated that they felt they argon forced to work over eon very lots. The typists and receiptists likewise pointed out that IT equipment is out of battle. Their complaints were in the main addressed to the stability of hardw atomic number 18 and to theage of packet applications.\r\nSometimes, they were unexpectedly unable to vitrine in or find out own(prenominal) data of patients, this causes long delays. Staff in any case turn over that that IT equipment does not let them work as well as they nominate. The bulk of staff members would also encounter more fosterage, because they sometimes can not subscribe to with problems they face both day. They do not know, for example, how to deal with rude or senior(a) patients properly. Observation The main issues, which were extracted from both Patient and Staff Questionnaires, were affirmed by the bill of the surgery. The observation was held in the answer ara, wait area and staff area.\r\nIt 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 build that this was caused by the computer, which stopped working suddenly. One of the receptionists well-tried to calm down waiting customers, but not successfully. The Practice Manager started yelling at the receptionist instead of helping her. They very much did not answer telephone calls. enquiry into IT solutions It was found that the IT systems of the surgery were out of date and thus, very slow and unstable.\r\nSometimes, it was impossible to type in in the flesh(predicate) information of the patients, because fund storage of the computers was full. In some cases, it was also impossible to find out personal data of patients due to system failures. Problems with IT equipment lead to increasing stress levels of staff. During an appointment with an advisor of Hewlett & Packard, costing of IT equipment refurbishment was discussed. Interview with Doctors (Appendix 5) two Doctors are ready to undertake appropriate changes in score to meliorate patient string up tos rapidly. Conclusion\r\nIt was found that the problems that the process faces are serious and need to be solved as soon as possible. All members of staff do not find oneself comfortable within their occupation. They are not comfortable 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 m ajor influence on stress-related absenteeisem. It was found that the doctors realise that the helper provided to patients is not the best.\r\nThey are ready to undertake 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 Teambuilding\r\n take over building courses should help to improve accountability and behaviour at work of every member of staff. Refreshment facilities forward motion IT systems improvement Training of Staff All members of staff should be trained in o rder to learn how to deal with patients and possible problems properly. Fosters Seminars and communications Company (http://www. fosterseminars. com) can provide training courses for healthcare staff. For further information see Appendix 9. Appendices Appendix 1 persevering QUESTIONNAIRE Dear patients, _We would like to take this prospect to ask you to fill in this inadequate survey.\r\nOur company, Total Administrative and Organisational Solutions, is compiling a report nigh the surgery that you attend. Then, we can make reccomendations to improve the service provided to you. _ _Thank you for your help. _ _(Instructions: pick out an answer that you flavor is right by ticking it)_ The status of nursing staff is: Poor capable Good slender The waiting times at reception are: Satisfactory Unacceptable The stance of receptionist towards patients is: Poor Satisfactory Good keen The cleanliness of premises of the Centre is: Unacceptable Satisfactory\r\nGood Excellent Is there a nything else that you think we should know to the highest degree? Appendx 2 PATIENT QUESTIONNAIRE OUTCOME _Of the one thousand copies, eight hundred and seventy six replies were received. _ The bearing of nursing staff is: { bleed: tack together} The waiting times at reception are: {draw: honk} The attitude of receptionist towards patients is: {draw:frame} The cleanliness of premises of the Centre is: {draw:frame} In the description section, patients wrote further purportings about surgery, which were not cover in prior questions.\r\nThe majority of the patients are not satisfied with the approach of the receptionist. umteen 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 STAFF QUESTIONNAIRE _Thank you for your help. _ _(Instructions: Choose an answer that you feel is right by ticking it)_ How do you feel about your hypothecate? really satisfied Satisfied dissatisfied genuinely dissatisfied How do you feel about the managerial staff? very(prenominal) satisfied Satisfied Dissatisfied Very dissatisfied\r\nHow 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? {draw:frame} How do you feel about the managerial staff? {draw:frame} How do feel about your working hours? {draw:frame} Would you welcome more training? {draw:frame} In the comment section, staff members wrote down further feelings about their occupation.\r\nAll of them pointed out the very poor IT equipment. This is discussed in the Findings section. reference 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 kn ow, that we moldiness improve it as soon as possible. Otherwise, we can lose funding for future 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 shake off not been successful so far.\r\nThat is the flat coat why we hired 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 corporal clients…\r\nWe also provide central capital of the social united Kingdom Team Building activities, for example our capital of the United Kingdom Treasure hunt which can be undertaken on foot and public transport, and our River Thames laugh at Experience is a real expose stopper. Appendix 7 To get more information about the RefresU Company, it is call for to make an appointment with a manager of this company. It is needed to fill in a intercommunicate form on their website. Contact adress: RefreshU Unit 18A Lenham Storage Ham Lane, Lenham, Maidstone, Kent ME17 2LH Phone number: 1234567891 Appendix 8 _ {draw:frame} _ Health solutions » AMBER on HP systems » Contracts management » Electronic Health Records hospital information systems » medical exam archiving solution » Medical image management and PACS » Printing & image Appendix 9 _~WE CARE~ A Guide to Patient Sensitivity _SM relations with the Challenging Patient_ SM_ _Documentation in the Clinic SM_ Work is Not Just a Daycare course of instruction for Adults_ SM_ Dealing with Employee Management and Workplace Issues_ SM_ Mediating Disputes in the Workplace_ SM_ Reducing Conflict &# 038; Improving Communication_ SM_ hysteria in the Workplace_ SM_ _Legal Issues and the Nurse Manager SM_ Avoiding the Malpractice Blues_ SM_ go through Fired Up, Not Burned Out_ SM_ {draw:frame}\r\n'