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In National Health Services, the healthcare services are responsible for the retrieval, evaluation, analysis, interpretation, and presentation of data and information. This ability of NHS allows the healthcare organisations to plan and deliver care services to diverse group of patients and specialized care services. It is estimated by Department of Health, (2007) working in the NHS, it is less common for individuals to enter the information management roles directly from outside sources. Moreover, professionals and managers from areas like health informatics are required to have experience in the audit facilitation, information analysis, coding and data managing, information governance, planning and performance management, and public health intelligence management. This assignment is aimed to explore the strategies, interventions, roles and responsibilities, of NHS professionals in increasing confidence in their clients, improving quality of living of patients, and helping them in managing their clinical conditions more effectively, by following a set of framework equally efficient in maintaining balance between stakeholders, information strategies and care planning networks.
National Health Services are learning new means of delivering medical services due to technological advancement. In this regard, decision making is considered as a crucial part, as decision making happens at all levels of successful organisation. Moreover, the assigned managers look for areas that need improvement to maximize productivity and results. The chain of decision makers at all levels is governed by separate managerial positions or consultants are responsible for the smooth flow of operations within the National Health Services. These managers are expert of their field and their decisions always help clients to make the best out of the business (Abdelhak et al., 2015, nd). With the help of Decision Support Tool, various decisions are made by NHS in case of inconsistent decision making. This includes reviewing of decisions that are made on eligible grounds by an individual. NHS has the right to deny for a service or treatment that is highly expensive in nature with very less amount of benefit (The Independent, 2015). NHS also follows shared decision making that leads to the healthcare after conversation between patient and professional.The success of a healthcare company depends on its managers and decision makers, who will make sure that all their patients and clients’ needs and queries are addressed on time. They also analyse the external environment and will make changes in their approaches to stay ahead in the competition.
For effective decision making information is very important. It is a vital component that allows the manager to make accurate and timely decisions regarding the healthcare business and its functions. The success or failure of a healthcare organisation depends on how managers use the information and make decisions in diagnosis and treatment of diseases. For effective decisions, managers make sure that they are certain about the available information. For example: A Pharmaceutical Company, employees work closely with the clients as a team worker, to achieve maximum potential. Also, when making decisions manager has to keep in mind the risk, certainty and uncertainty. Managers at National Health Services will try to gather and analyse as much information as possible to reduce the risk and uncertainty (Lucas et al., 2013, p. 291). The decision making is affected on the basis of various factors such as evidence for other patients dealing with the same situation. The experience of illness and knowledge about patient’s preferences also acts as a level of function. Before jumping to a conclusion, shared decision making may be done for clinical decisions. Research information helps nurses in making clinical decision making. The research findings play an important role. The professionals must know through use of computers to draw IT sources (Thompson et al., 2015). The kind of information used in company depends on the time and requirement, the individuals are engaged with. It is believed in the company that it is the information that everyone has the right to manifest through freedom of expression and dissemination of thought oral or written, by any media, without permission, without censorship or impairment, according to the regulations of the law.
In decision making or in other processes, National Health Services are required to use the information from internal sources as well as external sources. Internal information is gathered within an organisation that helps the managers to use this information for future decision making. External information is collected from outside of the organisation i.e. from the patients, stakeholders, vendors, government etc. These days, National Health Services are using information technology and systems to store information from internal and external sources regarding patients’ medical records and clinical information. This helps the managers and decision makers to access the information for effective decision making in healthcare (Koh, & Tan, 2011, p. 65). The use of IT saves the time of managers and provides information whenever they need. Information system combines the working of hardware, software, people, communication network and other systems that stores and transform information in an organisation. Internal stakeholders participate in the co-ordination and funding for health and well being partnership. The external stakeholders are engaged in contributing the issues important for patients, service users and members of local community. The internal members prepare for transition. They also support the establishment of structures and public accountability. The suppliers maintain confidentiality in NHS. There is development of mutual understanding and opportunities to reach local people (Pickstock, 2007).
At National Health Services, the managers use latest systems and technology to provide solution and services. Information and Communications Technology (ICT) can help in increasing their productivity and business performance. By the induction of ICT Innovations in their healthcare organisation, and by introducing latest software, hardware and mobile devices that will reduce the cost and increase the efficiency of care delivery can improve the service quality (Lucas et al., 2012, p. 134). Moreover, the improvement of living conditions and people's well-being can be improved by providing the continuum of care and support social network of vendors and stakeholders. Further, maintenance of people with loss of functionality or at risk of disability, where the therapeutic care and social support can be guaranteed necessary for the provision and maintenance of comfort and quality of life can be made possible by establishing interactive networks within healthcare organisations working under NHS. Discovery Interview Process may also be undertaken as it elaborates the level of satisfaction in patients with the services received. These narratives can be improved as collaboration. The narratives can also be used for gathering information for quality improvements. It is a sensitive method in inter professional teams for managing local quality improvements (Wilcock et al., 2003). Moreover, support, monitoring and technically suited to the respective hospital situation, the continuous improvement of quality in the provision of continuum of care and social support, support for family or informal carers in the respective qualification and provision of care, and the articulation and coordination network of care in different services sectors and above all, the prevention of gaps in services and equipment, the progressive national coverage, the needs of people in situations of dependency on integrated continuous care are essential components of successful healthcare organisation (Mithas et al., 2011, p. 237).
Corporate stakeholder is an individual or a group who can affect as well as been affected by the company’s decisions. Similarly, without the support of stakeholders, the National Health Services is not being able to achieve its goals and it would cease to exist. Stakeholders are their clients, managers, employees, vendors, physicians and nurses who are looking to adapt technological changes in their workplaces in order to increase the efficiency and productivity (Lin et al., 2012, p. 1977). The stakeholders at NHS are identified as patient organization, individual participants, supplier organization, social care service provider, media, professional bodies and political organizations. These stakeholders respond to queries, seek feedbacks, develop information materials and transmit information to their networks. The stakeholders also support patients and carer members. The external stakeholders play a part in the supply chain. Direct support is provided by members of patient or carer organization (Palmer, 2013).Stakeholders play an important role towards the growth and improvement of the National Health Services. Stakeholders help the business and the managers to make good decisions and increase the productivity. Furthermore, the healthcare managers make sure that they stay connected to their clients through their experts to ensure quick and effective delivery of systems and processes.
The success of National Health Services is based on the abilities of its employees and the relationships between them and their clients. The managers believe that success will only come when the employees are provided with skills, the reputation amongst the business partners and organisations and the relationship approach to work with clients (Lucas et al., 2012, p. 134). The identified stakeholders can be engaged by prioritizing and establishing relationship with them. The strategic goals can be defined by prioritizing the long list against goals. The need for stakeholders must be measured for success. The media can be contacted for meetings. Agenda must be presented at key meetings. Internal communication plan may be developed for improving relationships. Media coverage must be improved by monitoring complaints and observing common themes (Burke, 2013).For the success of healthcare business in today’s world, the role of business partners like suppliers, vendors, distributors is very important as they support the day to day functions and ensure timely delivery of products and services to complete the task. The key proposition of healthcare company is organisational design, cultural change, learning-development and communications, and business change management (Gyllen et al., 2015, p. 23). The company must excel in these services to make them one of the best in the market.
The National Health Services need to make sure that they remain completely independent and do not tie to specific vendors or other third party suppliers to ensure maximum effectiveness and exemplary results for their clients. For them clients satisfaction is most important as compared to their revenues. They need to aim to provide superior services that enhance their client experience and make goodwill about the company in the market (Schwalbe, 2013, nd). After prioritizing and establishment of goals and relationships, these can be used in decision making process. The services have to be designed accordingly as required by stakeholders. The priorities must be decided for identifying which areas of work would be done. The identified gaps in existing service provision must be put into improvements. Moreover, National Health Services’ most important stakeholders are their employees and building their skills as well as making them best at the top priority of the company. Knowledge and information of the clients are stored and recorded in the systems of Classic that will be used during the time of decision making. These information and knowledge will help them in deciding alternatives and assess best opportunities on time (Bryde et al., 2013, p. 971, Lucas et al., 2012, p. 134). Client’s satisfaction is their top priority and by making use of relevant information they can present best solutions to the clients.
The approach and philosophy of bringing improvement among their staff, employees, suppliers, and vendors is based on the fact to develop the decision making and productivity strategies. Stakeholders play an important role in today’s competitive environment. Their analysis can bring positive results for the company. Also companies should build strong relationships with them in order to save cost and timely delivery of its products and services. In addition, the success of a project depends on the ability of the company’s employees to work effectively with the clients and understand the problem properly to provide accurate solutions (Basu et al., 2012, p. 42). In this regard, communication between the company and its clients play a major role to bring effective results. Moreover, National Health Services adopt an open partnership approach to deliver best results for the clients and the company. The improvement programs undertaken by NHS is divided into various domains. A health check may be provided to eligible adults for primary care. Public awareness may be improved and early diagnosis may be provided. Engagement must be made to killer diseases. The transformational capability must be built for experiencing care delivery. New system for safety must be developed across NHS. These strategies would create a forward view that would rapidly share knowledge and expertise. Delivery may be designed at scale. The key stages of improvement cycle must be brought together and put into action (Hartley, 2015).
In National Health Services, series of developments are required to establish the main communication process and with this, they are connected to their local offices by different ways such as verbal, written and also through technological tools that include telephone, fax, email and other devices (Lucas et al., 2012, p. 134). The National Health Services need to build an environment that supports its employees to work better. The organisation need setup all new means of communication within the company to enhance the working conditions. The companies need to be more focused towards its clients and industries, they conduct meeting and conferences to identify the issue and find the best solution (Cresswell & Sheikh, 2013, p. 86). The approaches used by National Health Services include both structured and coordinated form to deliver the result. Apart from this, the company aim to attract, develop and retain the best people who work with the best clients of the industry on the programme of change. The healthcare companies need to understand the importance of communication and work closely with their clients to deliver best results for them as well as for the company. There is a communication gap in the health system due to different conversations happening at the same time. There are three members in one clinical team where separates conversations happen between two individuals. The main communication processes are face to face, telephonic conversations, email and letters. Security protocol is a vital factor in health care system. For patients, privacy is a major concern. One must not have access to patients’ medical history. NHS has established a fair system to ensure security protocols. The interaction system built by them are designed in a way that other cannot interrupt. The clashing cultures also act as hindrance in the communication process. There is an acute mindset among people that leads to failed integration efforts. There is an informal link between practitioners and strong patients. This is for recruitment and retention of mechanisms (Coiera, 2006).
In today’s diverse environment where changes take place abruptly, a quick and clear mechanism needs to be developed by establishing a clear two-way communication channels. Accuracy can be improved by dividing all the internal and external players of the organisation into segments and then using the most appropriate means of communication for each segment depending on the communication need of that segment. The organisation needs to make most important messages repetitive (Basu et al., 2012, p. 42). Apart from that a clear framework needs to be established as to who should one contact in different circumstances. Most importantly, employees should be provided with a comfortable way to share their queries and concerns. For fulfilling everything said above, communication trainings should be provided to the organisation’s employees in the form of a class, meeting or webinar. It will help in setting up the guidelines that will be provided to all the employees in order to communicate effectively with managers, supervisors as well as co-workers (Lucas et al., 2012, p. 134). By implementing these key changes, an organisation can significantly improve both its productivity and self-confidence of employees. Appropriateness may be improved by changing the design and development of proposals. The planning and development process may be changed in a constructive manner. Commissioners must actively change service design and change by identifying high quality services. There is a need for strong public engagement. The perspective needs to be consistent according to choice of the patient. Clinical evidence must be provided clearly along with support. The process to improve appropriateness is followed by designing a proposal to passing through various stages of discussion, assurance, consultation, decision making and implementation. The development and integration is a time consuming process. The design of electronic information systems fails at times due to lack of common standards. There is a fear of diminished privacy. Inadequate training exists among employees at NHS.
In order to ensure integration between the systems of communication, a separate multi-disciplinary communication expert with core competencies in persuasion, message design, training, information technology, and business process reengineering and performance assessment will be hired. The communication expert is going to evaluate the communication needs of the organisation as well as the current problems they are having in communication. This person would work with representative staff from the target audience to examine the existing situation, to prototype and to assess interventions (Lucas et al., 2012, p. 134). For a large organisation, a team is required comprising of similar kind of experts. It may exist in one or many different departments according to the research needs. Effective communication may be established by evidence formed decision making process. The methods involved in evidence based clinical practice include delivery of healthcare and integration. Comprehensive services may be provided by identifying the degree of integration. The patient focus may be service planning and improvement based for different health care providers. The geographic coverage must be expanded to reach through different communication channels. The interprofessional teams must develop ways to enhance communication so as to provide quality of care. There is a need to develop information systems for scheduling coordination and management of data. Processes and strategies may be established with an alignment of principles and structures for integration. These structures include co-location of services and information systems.
I think that the ability to communicate effectively at home, healthcare setting and life is the most vital set of skills a person needs. We all have those moments where we have failed to communicate our ideas or our communication ran into a barrier. While external barriers are beyond our influence, we can work to get rid of our internal barriers such as poor listening skills, fatigue, lack of confidence, poor language skills and so on. Therefore, if we can evaluate our present standard of communication skill and try to improve it, we can get much better in it. I aim to become a good communicator to bring more productive results for myself and for the company I work. I will try to connect with others on a personal level if possible and will develop a positive attitude which is important for a productive communication. I will try to focus on the result, this will help me in staying focused and directed towards the goal. Last but not the least, I will request for feedback and will prefer follow up. Communication skill means the ability to convince others by the words, logic or thinking procedure. For improving the communication skill, the first thing that needs to do is the improvement of the listening skill. Most of the people often forget that if they don't listen first then how they can able to tell their view. The next thing is to maintain humility in the communication procedure. All persons make mistakes in their life so if one knows that he is wrong at any point then he should try to rectify his fault and learn the correct one without any hesitation. The most important thing for improving the communication skill is the proficiency of the language in which the person is communicating. The communicator should always have a good gesture and smiling face at the time of making the communication (McSherry, Simmons and Abbott, 2002).
Since, National Health Services, information comes from two sources that are internal and external. While it can be in formal or informal form collected through primary or secondary means. Formal form includes annual reports or spending pattern of clients whereas, informal form includes newspaper, media or other rumours from the market. Formal information is more accurate but informal information is more critical for the company as it can speculate future trends based on that information. Similarly, both forms of information can either be collected by the company itself or through secondary sources such as government data, newspapers or competitor’s data (Basu et al., 2012, p. 42). The information is then formatted, and then timely dissemination of that information takes place using IT system. The National Health Services need to have their own customized business ERP system that integrates information inside as well as outside the organisation in a timely manner. The information is mainly collected from two sources the primary source and the secondary source. The information that is derived from the activities is known as the primary information, and the information that already exists is known as the secondary information. All these types of information are useful for the users as they can take the decision as per the information provided to them (McSherry, Pearce and Tingle, 2011). Earlier the information collection procedure is based on the oral and written communication medium such as information published in journals, but now with the advancement of the technology the ERP system has been developed. Now for each and every organization it is very easy to transfer the information from one source to another, and the information is also having 24 hours accessibility. It makes the decision making procedure faster.
A system can only be deemed effective if it allows the National Health Services to make better decisions. So it’s not just about quantity of information but quality is also very important for the organisation. The information should be available in a concise manner that can easily be comprehended. Similarly different stakeholders are likely to have different information needs, so information should be managed in a way that appropriate information must be passed on to the relevant person. So information needs to be presented to different people in different way and often using different medium as well. Similarly, we can’t ignore the time factor when we talk about information management. Therefore, the information must to be collected and shared in a given frame of time in order to transform that piece of information into a full advantage for the organisation. Last but not the least, standard process needed to be established for communication where all the employees must be excellently trained for using the communication tools. As already stated information is needed for the purpose of effective decision making. The ability to provide the information is not based on the quantity of the information. Rather the quality is very important in this regard. There are more than one users of the information, and they have a different need. For example, the government may be more interested in tax related information of the company whereas the shareholders find more interest in the dividend payment. So the information must be structured in such a way that can fulfill the requirement of all the parties (Khosrow-Pour, 2005).
There were times when the National Health Services used to manually handle the information. We are living in an era of information technology where managing information is very easy. Each organisation has unique communication needs and I think traditional IT software won’t do the job. Therefore, in order to improve access to systems of information and knowledge, I would recommend a well-integrated and customized IT-based business solution made with the help of a thriving IT company to meet the ground level needs of the National Health Services. Every employee will get the hand-on training on this new business software to get familiar with it (Basu et al., 2012, p. 42). The only downside would be the cost related to install this business solution, but I would like to call it an investment rather than the cost, because sooner or later it would pay off. Furthermore, the software must be properly supported by fast internet and intranet services to ensure quick access and dissemination of information (Lucas et al., 2012, p. 134). Digital Programme may be implemented as a strategy in improving access to informations and knowledge. Training must be provided to people at NHS for accessing and discovering the usage of information technology. They must also be provided with training for appropriate usage of internet so that nurses can conduct a research when required. This research process would help in taking clinical decisions when required. This would expand knowledge and evidence. Information systems would also support communities and practice knowledge sharing. Bureaucracy may be improved through the use of intranet. Approvals may be gained for usage of forms. Feedback must be taken into consideration for improvement of services (Freed et al., 2015).
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