Enhancing Customer Satisfaction in Bupa Cromwell Hospital

The assignment content discusses the importance of developing employability skills among workers in a healthcare firm, Bupa Cromwell hospital. The report highlights that by launching patients' appointment applications and providing convenience to buyers, the firm can maintain customer satisfaction. It is also essential for the firm to assess different techniques to enhance the motivation of its workers, as motivated teams can help achieve strategic goals. Furthermore, the use of modern technology in their appointment-related operations will help create a distinct image of the organization compared to its competitors.

Employablity Skills
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TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
TASK 1 ..........................................................................................................................................3
1.1 Assessment of own responsibilities and performance targets................................................3
1.2 Evaluating own effectiveness against set objectives.............................................................3
1.3 Recommendation for improvement ......................................................................................4
1.4 Motivational techniques for improving performance............................................................5
TASK 2 ...........................................................................................................................................5
2.1 Solution to work based problem ...........................................................................................5
2.2 Style used to communicate the problem ...............................................................................6
2.3 Time management tactics ....................................................................................................6
TASK 3 ...........................................................................................................................................7
TASK 4 ...........................................................................................................................................7
4.1 Using tools to analyze work based problem .........................................................................7
4.2 Strategies for resolving the assessed problem ......................................................................7
4.3 Impact of implementing the strategy ...................................................................................8
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Employability skills can be referred as essential abilities that can be used by an
individual with an aim to perform the particular job (Employablity skill, 2015). In order to get the
desired job in today's competitive scenario, it is required by the person to make efforts for
developing different types of employability skills in an effective way (Warraich and Ameen,
2011). For the present report, Bupa Cromwell hospital is selected in which I am currently
working at the post of HR manager. It is the private hospital in London that provides its services
to both Children and Adult. Given report will showcase the implications of varied concepts that
are associated with employability skills which are needed in the selected health and social care
organization.
TASK 1
1.1 Assessment of own responsibilities and performance targets
An individual has to fulfill varied roles and responsibilities while working within a HSC
firm. However, the responsibility assigned to the HR manager in this organization can be
fulfilled in an effective way if it possesses significant employability skills (Herzberg, Mausner
and Snyderman, 2011). Being at the position of HR manager in Bupa Cromwell hospital, I have
to fulfill different roles. In accordance with the given context, I have the basic responsibility to
make efforts in terms of maintaining the satisfaction as well as motivation of health and social
care workers. In addition to this, I have another responsibility to provide supportive and open
working environment to the workers in Bupa Cromwell hospital. Furthermore, I am also
responsible for organizing the training and development programs within firm. Besides this,
some performance targets are also set by me that will provide me assistance to fulfill HR related
roles and responsibilities in an appropriate manner. In this regard, I have first performance target
that is to assess the skill development need among health and social care employees.
Additionally, I have another performance objective which is to increase the motivational level of
workers by using different types of motivational techniques. Overall, it can be said that for an
individual, it is necessary that it must set the particular type of performance objective (Brown,
2007). Thus, by complying with the given type of activity only, whether employees are is going
in a right direction or not can be assessed.
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1.2 Evaluating own effectiveness against set objectives
My own effectiveness regarding work performance can be assessed as per the set
performance targets. In this context, I have first objective to analyze the training and
development need among social care workers in Bupa Cromwell hospital. The given objective is
effectively fulfilled by me. However, with an aim to fulfill this objective, I used to take
assistance from the technique named as Training needs analysis. This approach consists of
different steps with the help of which skill development needs among health care workers can be
effectively analyzed by me. But, this method can prove to be ineffective if I would not be able to
follow lengthy procedure of this technique as there are many steps which have to be followed in
order to analyze the need of training among employees.
Besides this, I have another objective that is to maintain the satisfaction and motivation in
workers of Bupa Cromwell hospital. I am effective in terms of fulfilling the given objective.
Here, with an aim to enhance the motivation of them, I can take feedback from health care
workers on regular basis. The given activity as performed by me will provide the information
regarding problem which is being currently faced by health and social care workers. Thus, by
taking appropriate measure with respect to the assessed problem, motivation of Bupa Cromwell
hospital workers can be enhanced (Burns, 2012).
1.3 Recommendation for improvement
Particular identified situation that has been encountered by me while working in the Bupa
Cromwell hospital. In last to last month, there is huge workload which is occurred in Bupa
Cromwell hospital. As a result of it, many nurses as well as health care individuals had to handle
approximately 7 to 8 patients at a time. Moreover, there are some workers who had given their
extra time to the firm (DuBrin, 2012). However, in the given circumstance also, employees
working within organization had given their best performance. But, even after giving this much
of contribution, efforts have not being made by the manager of organization in appreciating the
performance that is given by the employees. Due to this, motivation of health care workers had
impacted. This direct impact can be seen on the quality of services that were delivered by
employees.
As an HR manager of Bupa Cromwell hospital, I had communicated the given problem to
employees that reside at top level position. In addition to this, different suggestions were also
recommended by me in order to solve this issue. In this regard, I had suggested to the top
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officials that they must use different monetary techniques with an aim to raise the motivation of
workers. In this regard, firm can use the incentive approach in which extra money will be needed
to be given to workers that had given their extra time to the firm during this situation. In addition
to this, I have also given suggestions to the top management officials that they must give reward
to all nursing staff as well as health care professionals who had given their immense contribution
in this situation (Motivational technique, 2015). However, with an aim to improve my own
performance, I have carried out my efforts in terms of reading different books and journals. It is
through this way only; I have improved my knowledge regarding varied motivational techniques.
However, the knowledge gained through these sources will be used by me with an aim to give an
effective suggestion to the top officials of Bupa Cromwell hospital.
1.4 Motivational techniques for improving performance
Being the HR manager of hospital, I would use different motivational techniques in order
to improve the quality of performance which is delivered by the health care individuals. Here,
the performance carried out by health care individual of Bupa Cromwell hospital will be
appreciated by me by giving them the letter of recognition. In this context, generally, it has been
seen that the employees will give their best performance to the firm if they are being appreciated
by their top officials. It is because, these types of small efforts as carried out by the organization
to make the workers feel an important part of the firm (Brown, 2008). As a result of it, they
would feel highly motivated as well as satisfied. In addition to this, different type of bonus
schemes will also be launched by me with an aim to raise the motivational level of health care
workers in an effective manner.
TASK 2
2.1 Solution to work based problem
In last to last month, a heavy workload type of problem was occurred within Bupa
Cromwell hospital. The problem occurred within hospital has caused direct impact upon the
motivation level of workers. Here, many of the worker working in hospital had feel demotivated
as they are not being appreciated by their employer for giving best performance in the heavy
work load type of situation. In this context, I have given my immense contribution with regard to
resolve the given issue that had occurred within firm in last to last month. Here, I have suggested
an effective solution to the top officials of Bupa Cromwell hospital they must use the
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combination of different monetary and non monetary motivational techniques such as letter of
appreciation and giving reward in the form of incentives etc . With the help of given techniques,
motivation of health care workers can be enhanced. Moreover, it is through this way only the the
motivation of workers can be maintained in the heavy workload type of circumstances in an
effective way. The employees that works within hospital can direct their efforts in terms of
giving their best quality of services to the cited firm in an effective manner (Guest, Paauwe and
Wright, 2012).
2.2 Style used to communicate the problem
Communication plays very crucial for the success of any organization. This is because,
by having proper two way communication between employers and employees only the goals and
objectives of the firm can be met in an effectual way. In accordance with the given context,
different communication styles identified that I would use for the purpose to convey solution to
the motivation related problem among supervisor and peer members. The problem of lack of
motivation among the health care workers of Bupa Cromwell hospital will be communicated by
me with the help of face to face communication style. In this context, I will organize business
meeting with the top management officials as well as supervisors of cited firm. In this meeting, I
will raise the given problem in front of them with an aim to seek the solution for the same. In
addition to this, there are different type of suggestions with respect to enhance employees
motivation will also being recommended by me. In addition to this, I would float email to the
peer group members regarding the solution of the given problem. Thus, it is by complying with
the given type of practices only the problem occurring within firm can be resolved by me.
However due to this, the firm can get the benefit in the form of increased profits and sales
(Wang, 2005).
2.3 Time management tactics
Time management is the act of exercising control over the amount of time spent by the
individual upon the particular type of activity (de Guzman and Choi, 2013). A manager has to
perform different type of tasks simultaneously. Here, all the tasks assigned to it can be
effectively performed by manager if it takes assistance from the varied time management tactic.
In this respect, two basic and most effective time management tactics are identified which is of
scheduling and prioritizing. As the HR manager of Bupa Cromwell hospital, I have to fulfill
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different tasks on daily basis. In this regard, it has been identified by me that there are some tasks
that are urgent and need to be completed by me within given specified time limit. In order to
complete the such type of task I would take assistance from the prioritizing type of time
management tactic.
With the help of given tactic I would assign priority to the different activities that need to
be completed by me on particular day. Here, I will assign first priority to that activity which is
urgent and require more time. Thus, it is through this way only the work allocated can be
completed by me within particular deadline. In the similar way, another time management tactic
such as scheduling will also being used by me. This tactic will assist me in terms of carrying out
the assigned activity in a planned way.
TASK 3
It is in PPT
TASK 4
4.1 Using tools to analyze work based problem
There are different types of tools and techniques identified that will be used by me with
an aim to identify the problem that may occur within Bupa Cromwell hospital. It consists of
following taking feedback from the customer and filling the questionnaire from the patients and
their family members on monthly basis. These are being regarded as the two basic type of tactics
that I would useful the purpose to identify the problem that has caused direct impact upon the
operation of the firm. For example, while taking the feedback from the patients I have came to
know about that many of customer are complaining about their increased waiting time at
reception counter (Cassidy, 2006). Here, customers are complaining that due to the presence of
very less number of reception counter they have to wait for the longer period of time in queue
with an aim to get the appointment of doctor. The given problem assessed is affecting the work
environment of health and social care firm. This is because, there are conflicts occurred between
customers while waiting for the longer period of time in queue. Thus, as an HR manager of cited
firm I am responsible for taking an effective action with regard to the same.
4.2 Strategies for resolving the assessed problem
A strategy has been identified by me with the help of which the problem occurring within
the organization such as Bupa Cromwell hospital can be resolved. In order to resolve the
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problem of increased waiting time of customer, I would write the letter to the top officials of
hospital. In this letter I would request to them with regard to increase the number of reception
counter within hospital. In addition to this, I will also carries out my effort in terms of
implementing an effective system for assigning appointments to the customer. In this context, I
will request to the top management official of Bupa Cromwell hospital that they must implement
new and modern means like internet for the purpose to assign appointment to the patients. Here, I
will convenience the top officials that they must launch patients appointment related application
at the website of company (Csikszentmihalyi and Wong, 2014). It is through such type of
practices only convenience can be provided to the customer which is generally hindered when
they have to wait for the long period of time in queue (Rao, 2014).
4.3 Impact of implementing the strategy
There are varied positive benefits will be being gained by the Bupa Cromwell hospital if
the strategies being recommended by me will be implemented by it in an effectual manner. For
example, by increasing the number of reception counter within hospital, the conflict that occurs
between customers can be solved out. Thus, it is through such type of practices only an effective
environment can be developed within health and social care firm. In addition to this, by
launching the patients appointment application in the website of the company, satisfaction of the
buyers can be maintained. In this context, it has been identified that buyers will feel highly
satisfied if firm would take appropriate measures in terms of providing convenience to the
buyers. In addition to this, the buyers that are satisfied with the services being provided by the
Bupa Cromwell hospital will get influenced with regard to again use the services of the
organization in an effective manner (Story and et. al. 2014). Thus, due to this the cited firm will
get the benefits in the form increased profits and sales. In addition to this, it is by implementing
the given tactic only large number buyers can be attracted by the firm. Moreover, the use of
modern technique in their appointment related operation will help firm in terms of creating the
distinct image of organization in comparison to its competitor (Poon, 2012).
CONCLUSION
It can be articulated from the given report that, for the firm it is essential that it must
make its efforts with regard to develop different type of employablity skill among its workers.
This is because, it is by complying with the given type of practices only best quality of services
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can be delivered by the health care firm to its respective customer. In addition to this, it is the
responsibility of firm only that it must assess different techniques of enhancing the motivation
of workers. This is because, by developing the team of motivated workers the strategic goals
which is being framed by the manager of enterprise can be met.
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REFERENCES
Books and journal
Brown, L. V., 2007. Psychology of Motivation. Nova Publisher.
Burns, J. M., 2012. Leadership. Open Road Media.
Wang, J., 2005. Technology Innovation And Hrm. Emerald Group Publishing.
Brown, E. 2008. Inspired Jewish Leadership: Practical Approaches to Building Strong
Communities. Jewish Lights Publishing.
Cassidy, S., 2006. Developing employability skills: Peer assessment in higher education.
Education+ Training. 48(7). pp. 508-517.
Csikszentmihalyi, M. and Wong, M. M. H., 2014. Motivation and academic achievement: The
effects of personality traits and the quality of experience. In Applications of Flow in Human
Development and Education. pp. 437-465.
de Guzman, A. B. and Choi, K. O., 2013. The relations of employability skills to career
adaptability among technical school students. Journal of Vocational Behavior. 82(3). pp.
199-207.
DuBrin, A., 2012. Leadership: Research Findings, Practice, and Skills. 7th ed. Cengage Learning.
Guest, D. E., Paauwe, J. and Wright, P., 2012. HRM and Performance: Achievements and
Challenges. John Wiley & Sons.
Herzberg, F., Mausner, B. and Snyderman, B. B., 2011. The Motivation to Work. Transaction
Publishers.
Poon, J., 2012. Real estate graduates’ employability skills: The perspective of human resource
managers of surveying firms. Property Management. 30(5). pp. 416–434.
Rao, M. S., 2014. Enhancing employability in engineering and management students through soft
skills. Industrial and Commercial Training. 46(1). pp. 42–48.
Story, J. S. and et. al. 2014. Meeting the challenges of effective international HRM: Analysis of
the antecedents of global mindset. Human Resource Management. 53(1). pp. 131-155.
Warraich, N. F. and Ameen, K., 2011. Employability skills of LIS graduates in Pakistan: needs
and expectations. Library Management. 32(3). pp. 209-224.
Online
Employablity skill. 2015. [Online]. Available through:
<http://myfuture.edu.au/getting-started/what-is-a-career/what-are-employability-skills>.
[Accessed on 3rd July 2015].
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Time management. 2015. [Online]. Available through: <http://www.studygs.net/timman.htm>.
[Accessed on 3rd July 2015].
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