Evaluation Research of a Healthcare Organization

This paper evaluates a healthcare organization, including its mission and vision statement, organizational structure, management policies, teamwork, staffing, strengths, and weaknesses. It also provides a reflective personal profile using Gibbs reflective cycle to analyze the factors of medication policies, safeguarding, new staff induction, and procedure of medication protocol, staff turnover, and lack of support from the management.

Running Head: SSC310
Reflective Personal profile
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Part 1 (Evaluation Research)
Introduction
The paper will demonstrate the evaluation research of a healthcare organization. It will provide
an overview of the organization along with various aspects. It will present the mission and vision
statement of the organization to achieve the target. It will discuss the organizational structure of
the supported living home based on their executive group of the team. Moreover, it will discuss
various management policies adopted by the organization to manage its workplace environment
systematically. It will present the appraisals, teamwork, staffing as well as strengths and
weaknesses of the organization in detail. Thus, the paper will reflect on evaluating an
organizational placement. However, the company name has been changed due to confidentiality.
Overview of the organization
The supported living home is a company related to healthcare is based in the United Kingdom
(UK) was founded in 2007. The headquarters of the company is located in London, UK. It is a
healthcare industry that operates in 36 locations worldwide. It provides with various healthcare
services. The parent company is in Sydney, Australia and has become an international group of
the hospital that operates 151 hospitals (Handy, 1999). It provides day surgery facilities all over
Australia, UK, Malaysia, Indonesia, and France. The number of employees in the company is
around 77,000 and treats 8.5 million patients within its hospitals. In 2018, the company became
the first group of the hospital who introduced with a staff accountability program that is Speak
Up for Safety across 33 of its hospitals. The program has been launched to safeguard the patients
and strengthen its reporting culture (Healy and Spencer, 2008).

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Mission Statement
The mission statement of supported living home is to treat everyone equally and must have an
opportunity to engage in the community and become an active citizen. The company’s mission is
to facilitate excellent personalized care that creates a difference in the patient's experience related
to the hospital. The mission is to challenge and overcome the disadvantages that people face
through disability and illness diseases. The mission of the company is to provide a wide range of
health care services that will lead to consistent health superior outcomes for the patients (Elsdon
Reynolds and Stewart, 1998). It aims to provide individualized services and care that exceeds the
expectations of the customers. The company seeks to sustain a competitive edge by developing,
educating and attracting the specialty team.
Organization’s Vision
The vision statement of supported living home is to become the best provider of choice of Renal
Dialysis, Day Surgery, and Mental Health and provide treatment to the people with challenging
behavior and learning difficulties by facilitating high-quality care in a welcoming and friendly
environment. The company is highly committed to being a leading provider of healthcare
services by supplying high standards of outcomes for the patients by ensuring them to provide
long-lasting profitability. It focuses on building constructive relationships with the patients with
learning difficulties to get a positive spirit of success (Thompson and Thompson, 2008). It values
respect, credibility, and integrity for every individual. It seeks to provide better customer service
with the goal of increasing stakeholder’s potential. The values of the company is to respect
people and provide right things to the people even if it takes long time. They operate their work
with pride and tries to achieve more to get success.

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Organization Structure
With the help of policies, practices, and operations the company puts a genuine attempt to
develop the quality of life of the society, local community, and the employees along with their
families. The organizational structure is decentralized as it differentiates itself from the other
hospitals. It helps the managers of the hospital to develop a productive working relationship with
the doctors and the staff. The structure of the company are directors, managers, HR pay roles,
trainers, and assistant manager, behavior therapist and support workers. The company builds
outstanding relationships with the members throughout the organization (Moses et al., 2015). It
is considered to be the private and statutory organization. It provides support to the people in
residential services through different shapes and sizes. In few cases they facilitate respite service
for couple of hours weekly to enhance the people to live an active life. The organization
comprised of experienced and competent managers who are well-known for having an open door
policy for the staff and doctors. The workplace environment of is flexible and receptive for the
employees. The managing director gives special attention to the health and safety of the staff and
whoever visits the organization. The corporate objectives of the company are recognized by the
board of directors in discharging the responsibilities to all its stakeholders. The action groups are
provided with the responsibility of undertaking a complete analysis of the results of the staff
satisfaction (Sallis, Owen and Fisher, 2015). It listens to the feedback of the staff and works
upon it to improve the organizational function. To acquire the feedback of the employees it
developed a Staff Forum that is held on a regular basis within the organization. The
responsibility of the manager is to update the employees with every information related to the
organization and allows them to ask questions. The managers and staff take the good opportunity
of the updated information to perform well.

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Organization Management
The management is very helpful, understanding, supportive and highly professional. It
implemented a structured learning program that provided excellent services about patient care.
The management team constantly focuses upon the areas of care and always promotes and
actively maintains the vital activities of the organization (Hasan et al., 2015). It manages all the
health and safety related queries as well as injury management of all the employees. The Board
and Risk Management Committee put their efforts to meet their governance responsibilities by
presenting strong strategic leadership in quality and safety. It has developed various
comprehensive clinical governance framework related to the integral approach to constant
quality improvement and clinical risk management (Schwarz et al., 2017). The responsibility of
the clinical risk management is to ensure that the services that are provided are safe which
reduces the risk of error. Whereas, the incident management policy focuses on the processes for
investigating and assessing the incidents. The organizational committee manages to visit the
medical practitioners and assist the health care professionals to monitor the quality and safety of
patients care (Rooney et al., 2016). The governance framework is mainly designed to effectively
manage the statutory obligations, corporate integrity and culture of personnel within the
organization.
Teamwork and Appraisal
In any supported living organization teamwork plays a vital role in delivering proper care to the
patients. In the company, teamwork employs enhanced communication and practices of
collaboration that exceeds the traditional roles of the employees. The employees in the
organization work as a team to attain a common goal of providing quality care to the patients. As
the company is determined to be a decentralized health care system thus collaboration and

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teamwork are highly essential to have well care of the patients (Rose-Munro, 2016). Healthcare
is regarded as a multidisciplinary profession, hence the healthcare professionals, nurses and
doctors in the organization work together to provide better outcomes. Working as a team helps
the team members of the company to solve the issues of the organization. The members of the
team work together to enhance health promotion for the vast communities and inculcate disease
prevention behaviors among the patients. The team members make efficient use of
communication methods and meetings to discuss the results of the patients, debate suggestion
and share information. It comprises a multidisciplinary team that solves the health problems of
the patient immediately using various tools and techniques (Heaton, 2018). The team members
take care of the patient with autism, special treatment and care are provided to such patients.
The organization efficiently utilizes the performance appraisal to collect relevant information
related to the business. With the help of the appraisal, it becomes easier for the organization to
analyze the data of the employees. This, in turn, proves to be beneficial for the comapny for the
development of its business (Valdmanis et al., 2017). The performance appraisal helps in getting
appropriate information related to the strategic approach that leads to the organization to achieve
the target.
Training
It provides its staff with various development and training opportunities to facilitate the people to
learn, improve and succeed in attaining their full potential. Every year it makes a significant
investment in medical research, training, and teaching. Regarding training and teaching the
organization makes a huge investment to both nurse and doctor training by the development of
learning facilities and clinical placements (Courtney-Pratt, Ford and Marlow, 2015). The policy
of the organization is to develop employees business and personal performance. Thus, the

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company provides effective and appropriate development and training to the employees to take
advantage of the promotional opportunities and prepare them to be ready for the operational
change. It comprises of a successful team that understands the situation of every patient and
works in the following manner to solve the difficulties of the patients (Madden, Mathias and
Madden, 2015).
Staffing
The aim of the fundamental processes and policies to provide the staff with various opportunities
that include development and training as well as career expansion. The company is mainly
recognized for its commitment to the employees by development and fostering of a specific
culture. It deals with the issue of unsafe and short staffing by the nurses (Erickson and Rothberg,
2017). The company believes that it is significant to provide quality care and safe staffing to take
the best care of the employees, nurses, and patients. The staff are highly professional with a lot
of skills and friendly.
Strengths and weaknesses of the organization
Strengths
The company possesses some strengths that help it to succeed within the market. It not only
helps the organization to secure its market share but also helps to penetrate a new market. These
are the strengths of the company, although the workload is too much still it always recognizes
the appraisals. It provides high level training programs which is quite appreciable. It comprise of
highly skilled workforce that brings sustainable quality to the work (Ferlie et al., 2016). It has
effective track record that delivers new products and have solid distribution network and free
cash flow.

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Weaknesses
The company has several weaknesses where it has shown quite an improvement. It possesses
numerous weaknesses such as, Investment in Development and Research is low than the other
organizations. It has failed to tackle the challenges of the rivals. Poor at forecasting of product
demand. The major weakness is staff turnover and lack of induction for new staff trading
opportunity before the work (Derrick, 2015). It pays low salary to the staff and has long working
hours. The significant weakness is that the managers are never present in the office rather they
are always there in the head office that makes it difficult to get cover for shift. It puts heavy
pressure on the permanent staff that results into doing long hour’s duty. Hence, their motto and
values are not working as they promise. It is a caring company but needs improvements as it
lacks in various aspects.
Conclusion
The paper concludes by evaluating the organizational placement and providing detail of the role
and responsibilities of the organization. It is observed the organizational structure of the
supported living home is decentralized. Thus its organizational culture is flexible and supportive.
The organization has a mission, and a vision statement focuses on providing a high quality of
service to the employees. The organization provides training to its staff to take advantage of the
promotional activities and learn new techniques to perform better. It is noticed that the
management team is understanding and supportive which manages all the functions
appropriately. Therefore, it can be seen that the organization puts effort to overcome with its
weaknesses.

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Recommendations
It possesses various weaknesses within its organization. Hence, it is highly recommended to
work upon the weaknesses to achieve the organizational goals. It is recommended to have more
investment in the development and research processes to construct innovation by the staff. It will
help the organization to compete with its rivals to get success and provide better care to its
patients (Fernandez et al., 2015). It is significant for the company to define its unique selling
proposition based on the products that will enhance its market segment to a greater extent. It
must make use of modern technologies to provide efficient care to patients. Implementation of
modern technologies will help to treat the patients adequately. It must invest higher values in
new technologies to integrate the processes across the country. It is needed for the organization
to actively face the challenges of the competitors to increase its market share (Chillas, Marks,
and Galloway, 2015). It is also recommended to increase its net contribution and profitability
that will be beneficial for the organization as well as the staff. It must increase the induction
opportunity for the trading of new staff within the organization.
On the other hand, it must increase the incentives of the staff to fulfill their needs and enhance
their performance. The organization must reduce the working hours of the employees and should
not put high pressure on the permanent staff. Every employee with the organization must be
treated equally as mentioned in the mission statement of the company (Gray and Wilkinson,
2016). This will help the organization to maintain a good relationship with their employees and
create a comfortable working environment.

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Part 2 (Reflective personal profile)
Introduction
The paper will reflect upon the scenario that focuses on the factors of medication policies,
safeguarding, new staff induction, and procedure of medication protocol, staff turnover and lack
of support from the management. It will use Gibbs reflective cycle to analyze the scenario and
experience based on placement. Gibbs reflective cycle uses description, feelings, evaluation,
analysis, and action plan to demonstrate the situation. The paper will use all these aspects to
provide a reflection based on the scenario. It will provide with the reflection based on the
experience before, during and after the experience. It also provides with the conclusion based on
the experience within the workplace.
Description
In the placement, during my night shift, I went to the office. I was appointed as a support worker,
where I worked with people with challenging behavior and learning difficulties. The workplace
comprise of one manager, one assistant manager, two support workers on shift and two on night
and two during day time. There I saw that Mr. David has some learning difficulties, he began to
come in and out of his flat in the office, and he was looking exhausted. I ask the other staff
members in the night shift that what is the matter, what has happened to him. The night staff
demonstrated the fact that he used to take medication to keep himself calm, but at the start of the
shift he was asleep hence, medication was not given to him (Khan et al., 2015). I asked the staff
members that why the medication was not given to Mr. David at some other time when he was
awake. One of the staff replied that when he was awake, the other staff members were busy with
the other residents who are their priority. They also stated that one of the staff was new and he

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was unaware of giving medication to (Mr. David Lee, Kozlenkova and Palmatier, 2015).
Whereas, the other members were busy assisting the other residents.
Hearing this I decided to provide him the prn drugs to keep him calm. But before I could reach
the medication cupboard, I saw that he pulled out the official top drawer and threw it on the
floor. The drawer passed by staff and a resident without hurting them. I was shocked by seeing
this; he became too aggressive as he was given prn drug. Everyone got afraid, to settle down the
situation I called the manager and explained to him about the overall incident. I told him that it
was a minor incident and no one got hurt. I also told the manager that I would give him the
medication and get with my job. Also, the night shift staff went back to their work.
Feelings
After the entire incident I felt furious, I realized that this incident would not have taken place if
he was given medication at some time during the night. The night shift staff very well knew
about the learning difficulties of Mr. David (Potter, 2015). They also knew the fact that if he
needs the prn drug to keep himself calm and if it is not given to him in a proper time he could
become aggressive as it happened today. The staff members have to provide him with
medication when he was awake rather than disturbing him when he was asleep (Barker,
Lencucha and Anderson, 2016). Before my placement, I thought that the staff takes proper care
of all the residents. Thus, I have to be focused on my job. But, after joining here, the situation
seems exactly opposite to what I thought. When I went to the medication cupboard to bring the
prn drug for Mr. David, he has thrown the drawer of the office on the floor. I was shocked when
I saw this; I handled Mr. David as he got too aggressive because he was not provided with the
prn drug. I also handled the manager by convincing him that this was a minor incident and no
one was hurt and it will not happen again. Observing all this I felt terrible, and to ensure that

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such a thing would not happen again I decided to do something to bring a change in the
workplace.
Evaluation
According to me at the time of the night shift the thing that worked well for me is that I got to
know about the workplace environment. This helped me to acknowledge that what I must to do
change the situation so that such type of situation does not happen again. It is important for every
staff to know everything about the workplace (Bender, Williams, Su and Hites, 2016). This helps
an individual to implement various strategies to execute its work. I came to know about the
importance of medication policies, safeguarding, new staff induction, and management support. I
understood what happens if an organization possess lack of management support that puts an
impact not only on the organization but also to the staff and patients. I understood the fact that
how to deal with the patients and staff within the organization. During my experience various
things went badly, the first thing was the carelessness of the staff as they have not provided
medication to Mr. David to keep him calm. The next thing that happened was Mr. David got too
aggressive, and he threw the drawer of the office, without hurting no one. It could have been
prevented if he was provided with medication beforehand.
Critical Analysis
During my night shift, the several things went badly due to the carelessness of the staff. It is
significant that everyone must be given equal priority. This will help in solving the problem of
every patient without creating an awkward situation. Mr. David threw the drawer on the floor as
he became aggressive as he was provided with prn drug that he was supposed to get every day to
keep himself calm. The medication was given to him regularly as he was having learning
difficulties. But on that day medication was not given to him as he was asleep and when he woke

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up, the staff were busy handling other residents. Not a single staff took care of Mr. David to
provide him with prn drug. Although the staff was aware of the health condition of Mr. David,
still they underestimated him. It clearly states that the entire incident took place only because of
the mismanagement of the staff (Noel, Babor and Robaina, 2017). If the staff has given proper
care towards him than this situation would not have taken place.
During the incident, the things that worked well for me is that I got to know about the
organizational culture of the organization. I understood that how to handle the situations
systematically. Every incident teaches everyone something new that could be applied in the
future. Likewise, this incident helped to gather knowledge of how they handle the different
situations. I talked with the manager and effectively handled the situation. Through this, I
learned that how to manage a situation effectively.
Conclusion
From the overall scenario, it is observed that to control the situation taking into account the
safety of the patient it is the responsibility of the staff to provide medication to Mr. David.
Instead of giving prn drug to him the staff was busy with other clients which shows there
carelessness. As Mr. David got too aggressive he threw the drawer that might have hurt
someone. Therefore, I learned the significance of remaining calm when an incident occurs and
follow the procedures and policies to control the situation. This will not only help to manage the
situation but also will bring change within the organization.
Action plan
It is significant to implement the various action plan to get the organizational work done
effectively. Throughout my placement my experience enforced me to take some action plans to

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execute the work systematically and with proper care. Some of the action plans that need to be
implemented with the organization are, the staffs are required to be trained in how to
communicate with the patients effectively in every situation. The staff must have proper
knowledge about the health condition of every patient. It is significant that the staff must focus
upon the areas of medication protocol, new staff induction and safeguarding as all this plays a
vital role for a patient (Christensen and Ellingsen, 2016). Safeguarding of the patient as well as
the staff is essential hence it must be given prime importance. The staff must be warned that if
they do not follow the policies than it will lead to staff turnover. Also, there must be a proper
management team that will look upon the responsibilities of each staff member, whether they are
following their duties or not. To execute this, the management team must promote the use of
knowledge to observe the actions of the staff and make appropriate decisions. The action plan
will help the staff to improve their skills and set a goal that will provide them with a better
framework that will prove to be effective (Spencer et al., 2015). In the future, while working
with my colleagues, I will aim to develop my certain skills to make sure that the patient’s well-
being is maintained. I will make this a goal for my learning in my next assignment and will
discuss the strategies with my other staff members on how to achieve this.

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References
Reference list for reflective account
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