Human Resource Management and Performance Improvement: A Case Study of Oakwood Healthcare Services

This report discusses the HR issues faced by Oakwood Healthcare Services and provides an action plan to improve their performance. It also suggests HR processes to ensure staff well-being going forward.

Resources

Table of Contents
Introduction.................................................................................................................................................3
Q1. You have two options for performance managing staff. An approach involving formal target
setting and review meetings with doctors / nurses / professional staff. Secondly, a softer coaching
mentoring................................................................................................................................................3
Q2. Devise a detailed Action Plan for correcting the issues raised by the Care Quality Commission (this
is in the case study). Your answer must include SMART targets and key success factors. Focus on the
relevant HR issues For Oakwood............................................................................................................5
Q3: Given that staff have been criticized by the Care Quality Commission, what HR processes would
you put in place to ensure staff well-being going forward? Your answer must include reference to
specific, relevant, Well Being research that supports the processes you are recommending...................7
Conclusion...................................................................................................................................................9
References.................................................................................................................................................10

Introduction
Human resource management plays a crucial role in success of every organization. The
main aim of HRM is to deal with the potential issues related to management of individuals
within the company (Strategic Human Resource Management, 2022). Further, it is related with
recruiting, selecting, motivating and retaining the workforce for the betterment of entity in future
period of time. In present time, it has become quite difficult to maintain human resources within
the company efficiently. Also, managing their performance is also a difficult task. Therefore, it is
imperative to identify the issues so that appropriate strategies can be prepared significantly
(Armstrong and Taylor, 2020). In the given scenario, Oakwood health care services have been
taken into consideration. It is a health service provider based on United States. Currently, they
are facing certain HR related issues in terms of poor performance of staff and more. The case
study will include ways to manage the performance of staff along with a suitable action plan to
make improvements in the practices of the respective entity. Further, it will also include
necessary recommendations to make improvements in staff well-being.
Q1. You have two options for performance managing staff. An approach involving formal
target setting and review meetings with doctors / nurses / professional staff. Secondly, a
softer coaching mentoring.
Managing performance of staff is important to ensure their maximum contribution in
success of the entity. By managing the performance, an organization can easily improve its
performance in the future period of time (Performance Management, 2022). Further, it also makes
an entity enable to maintain long-term sustainability in the competitive environment. In HRM,
there are a lot of ways to manage the performance of staff members. Here, the HR managers are
required to select one suitable way to monitor and manage the performance of employees
significantly. In this context, different ways to manage the performance of workforce are
mentioned below:
Target Setting: It is one of the suitable and effective ways of performance management.
In this, targets are set for the individuals in order to keep them motivated and inspired. Targets
are set with due consideration. The main aim of target setting is to make maximum utilization of
the skills and capabilities of the human resources (Guest, 2017). Further, it also helps in

developing a spirit of competition among employees where they wish to perform better than their
colleagues. This helps in generating positive outcomes in future period of time.
Reviewing the performance: Employees are likely to perform assign duties
appropriately so that the organization can grow significantly. Apart from assigning duties, it is
also imperative to review the performance of individuals in timely manner. By reviewing the
performance, it is possible to identify the loopholes so that necessary improvements can be done.
Besides this, reviewing the performance also facilitates communication between superiors and
subordinated that will lead the company towards success (Townley, 2019).
Coaching:Coaching is one of the highly used methods of performance management in
current time. In this, HR manager are likely to provide basic guidance to the employees. It
improves communication between managers and employees significantly (Pfeffer, 2018). It is a
popular way to enhance employee potential along with their work performance. It enhances the
engagement of workforce in significant manner.
In context of OakWoord Health services, efficiency of employees is decreasing as per the
recent inspection by care quality commission. They are unable to offer better mental health
services to the patients thus the respective company has received high exception reporting. Their
services are not upto the mark. As a result, patients are declined or not to respond to the
invitation to attend the review. In addition, the measures have also been taken to assess patients
with long-term conditions. In this context, the practice was found below than the set target by the
authorities. Therefore, it can be said that performance efficiency of the staff of Oakwood is not
upto the mark (Ram, 2018). In current situation, target setting and reviewing the performance
seems the best way to manage the performance of staff members. During target setting, targets
will be determines for each and every practioners such as doctor, nurses and other staff members.
Here, target setting will allow the company to keep control over the performance of health care
staff. It will minimize the case of negligence by health care staff (Zaid, Jaaron and Bon, 2018).
Further, target setting will also allow them to put their best for improving the healthcare services
of the respective company. Apart from setting target, there is also requirement to review the
performance of staff members regularly. By reviewing the performance, it is possible to take
necessary corrective actions for future betterment. Apart from this, reviewing the performance

will also help the company in terms of making improvements in the future performance of staff
members significantly.
Q2. Devise a detailed Action Plan for correcting the issues raised by the Care Quality
Commission (this is in the case study). Your answer must include SMART targets and key
success factors. Focus on the relevant HR issues For Oakwood.
Care Quality commission has been reviewed the performance of Oakwood. They have been
identified ample of areas to make further improvements. Basically, they have found that there are
major two areas which need to improve by Ooakwood (Zhang and et. al., 2020). Here, they been
identified high exception reporting in mental conditions of patients. Due to this, the number of
patients is declining or they are not likely to respond towards invitation to attend the review of
their condition. The another issues is having least in terms of child immunization and cervical
screening. Despite of taking improvements to uptake child immunization practice, the company
still remain below than the minimum uptake target of 90% set by the WHO (Yousaf and et. al.,
2019). Also, the uptake of cervical screening was also below the target set by public health
England. The one important reason of decreasing service quality is the inefficiency of human
resources. Here, HR issues also put a profound on the efficiency of the company. In order to
make necessary improvements in the health care services of the respective company, suitable
action plan is given below:
Objectives/ Target Support and
resources Actions Way to measure
the progress
Target date for
review?
Improving
efficiency of staff
For this purpose,
suitable strategies
of performance
management such
as target setting,
coaching,
mentoring and
more will be
Here, HR
manager will put
significant efforts
to improve the
overall efficiency
and productivity
of workers so that
they can provide
In this regard,
reviews of patients
will be recorded in
terms of measuring
the efficiency of
staff members
3 Months

followed by the
company (Mone
and
London,2018).
better care to the
patients.
Training and
development
To train and
develop the staff
members, HR
managers is likely
to arrange
necessary training
programs. These
programs will be
based on
requirement of
staff members of
the healthcare
company.
Here, training
requirement will
be measure than a
suitable training
method will be
selected to
improve the
overall capability
of staff members
to deliver better
services to the
patients.
In this regard, the
results will be
measured based on
the performance of
healthcare staff. In
addition, their
productivity and
efficiency will also
be measured
efficiently (Givens
and Frizzell, 2022)
.
5 Months
Improving the
service quality
To improve the
quality of services
necessary
equipments will
be used. Also,
improving
efficiency &
productivity of
workers will also
prove helpful in
enhancing the
quality of services
significantly.
Here, staff
members will be
trained in using
the latest medical
equipments. Also,
they will also
train in terms of
improving their
overall
knowledge which
will help in
dealing with the
issues identified
This will measure
by taking reviews
from the patients
regarding the
services. Further, it
can also be measure
by comparing the
performance
indicators set by the
higher authorities
such as WHO and
more.
7 Months

by CQM.
The above-mentioned action plan is based on the correction of the issues that are being noted by
CQC. Apart from this, the smart targets and key success factors for the respective company have
also been taken into consideration while preparing the action plan. This action plan will not only
improve the overall quality of service of Oakwood but it will also help in dealing with the
potential HR issues that are being faced by the respective healthcare organization.
Q3: Given that staff have been criticized by the Care Quality Commission, what HR processes
would you put in place to ensure staff well-being going forward? Your answer must include
reference to specific, relevant, Well Being research that supports the processes you are
recommending.
Staff members are considered as an integral part of a company as they perform the assigned
duties in rightful manner (Nejati, Rabiei and Jabbour, 2017). In the current context, employees of
Ooakwood have been criticized by care quality commission due to their poor performance.
Therefore, it is important to take suitable actions in order to make necessary improvements in the
overall HR process of the company. In this context, suitable recommendations are mentioned
below:
 It is suggested that Ooakwood needs to arrange suitable training and development
programs to improve the overall knowledge base of workers (Kaufman and Zelentsova,
2022). This will improve their capabilities so that they can offer best possible services to
the patients. While offering the training, there is requirement to assess training needs of
the workers so that the respective company can arrange appropriate training programs for
them. This will help in improving the knowledge base of workers to deal with the issues
encounter by CQC.
 Motivation also plays an important role in improving the morale of workforce (Park and
Min, 2020). In this regard, Ooakwoord need to adopt suitable motivation strategies. In
this regard, either they need to pay more salary, incentives and other monetary benefits to
staff members or they can follow non-monetary ways such as rewarding, appreciating

and promoting the workers (Ali and Anwar, 2021). Here, motivation will help in
engaging the workforce in significant manner.
 It is suggested that Oakwood need to adopt suitable techniques to enhance the employee
engagement (Johansen and Sowa, 2019). For this purpose, they need to provide suitable
coaching, mentoring and direction to the workers. By enhancing engagement of workers,
it is possible to develop willingness among them so that they perform their duties
efficiently (Cheng and Chen, 2017).
 Communication is highly important to maintain a positive environment (Bratton and
Watson, 2018). In this regard, Oakwood need to maintain proper communication with
staff members so that they feel themselves as a crucial part of the company. Here,
communication will help in minimizing the conflicts so that all the employees will work
collaboratively for the success of the company (Taheri, Miah and Kamaruzzaman, 2020)
.
Ooalwood can implement the above-mentioned recommendations significantly to improve
their overall HR process. This will help in dealing with the issues identified by the CQC and
also make the company enable to enhance their HR process significantly.

Conclusion
Out of the above-mentioned points, it can be summarized that The main aim of HRM is
to deal with the potential issues related to management of individuals within the company.
Additionally, it has become quite difficult to maintain human resources within the company
efficiently. The above report is based on Oakwood case study that is a healthcare provider
company. They have received negative review by Care quality commission and facing certain
issues related to HRM. There is an appropriate action plan has been covered to make necessary
improvements in the overall practice of the company. It is suggested that they need to arrange
training sessions, motivating workforce, maintaining communication to make improvement in
the overall HR process in significant manner.

References
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<https://www.cipd.co.uk/knowledge/strategy/hr/strategic-hrm-factsheet>

Performance Management, 2022 [Online] Available through:
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