Problem Solving Tools and Techniques for Decision Making in Honeypot Medical Centre

This report discusses the problems faced by Honeypot Medical Centre and explores the use of problem solving tools and techniques to address these issues. It covers topics such as waiting time, lack of communication, old equipment, and more. The report also highlights the importance of decision making in improving the quality of care. The use of PESTLE Analysis, SWOT Analysis, and other problem solving methods is explained.

PROBLEM SOLVING TOOLS AND
TECHNIQUES WHICH HELPS FOR
DECISION MAKING WITHIN THE
WORKFORCE
HONEYPOT MEDICAL CENTRE

Table of Contents
INTRODUCTION................................................................................................................................3
HONEYPOT MEDICAL CENTRE................................................................................................3
SHARING EXPERIENCE WITH ORGANIZATION.........................................................................4
PROBLEMS WITHIN HONEYPOT MEDICAL CENTRE...............................................................4
LITERATURE RELATED TO THE CHOSEN PROBLEM...............................................................5
SEARCH..............................................................................................................................................6
PROBLEM SOLVING TOOLS AND TECHNIQUES........................................................................6
ALTERNATIVE SOLUTIONS..........................................................................................................11
EVALUATING BOTH OF YOUR PROSED SOLUTIONS.............................................................13
DISCUSSING IMPLEMENTATION OF THE PROPOSED SOLUTION.......................................13
COMMUNICATE THE PLAN TO STAKEHOLDERS....................................................................14
PMI.....................................................................................................................................................15
CONCLUSION..................................................................................................................................15
REFERENCES...................................................................................................................................17

INTRODUCTION
Complication determination plus verdict fabricating are necessary trade plus viability
capacity. Complication determination repeatedly embraces verdict fabricating, executive board plus
director masteries plays primary role in verdict fabricating. Procedures and tactics play a vital role
for increasing verdict fabrication and decision competence. There are separate people who can
decide without any pressure additional those human being must, whence focus for developing the
usefulness with the choice that they are taking. Extra knowledge about choice taking could be
useful to give nature options, however these options must be taking a role within the estimation
procedure. Complication determination plus verdict fabricating are connect to one other mightily
additional every of them required ingenuity to build options, which can take a place within the
brainstorming move towards.
Extreme persons carry out to determinate difficulties to contain an option. Most of the time those
people work better without any pressure and are able to take decisions in short time.
Those tactics are creating simply to achieve the goals in short and quality way within the hoop and
gives the ability to solve fast similarity problems within the organization.
Every modify could be resolve via choice making and brainstorming activities within the staff with
leadership skills.
Problem solving and decision making are considered to be effective and important skills
which in turn helps in improving the quality of the decision making. This helps in fixing various set
of issues which helps in finding the best solution to the problem. Use of effective problem solving
tools like PESTLE Analysis, SWOT Analysis, Brainstorming, etc. in order to solve various specific
problem within the organization. In this report I will explain what the problems within the
Honeypot Medical Centre which are was taken by interviewing some of the staff and seen by my
personal experience. Also, will try to apply Problem solving tools and techniques to solve these
problems. The problem solving tools and techniques will be explained (when is possible), some
suggestion are given plus what are the benefits if those problems will be solved.
HONEYPOT MEDICAL CENTRE
Honeypot Medical Centre is small GP surgery and NHS organization with 8GP’s, nurse, health care
assistant, pharmacist, receptionist. There works an 8 General Practices, 1 Nurse, 1 health care 1
assistant, 1 pharmacist.
The services which the Honeypot Medical Centre provide are: Cancer Screening, Children’s Health,

Managing Chronic Diseases, Men’s Health, Planning a family, Vaccinations, Woman’s Health.
Honeypot Medical Centre is located at Queensbury, Stanmore and is one of local GP surgeries in
Harrow Council. Honeypot Medical Centre provide also same day appointment which is one of the
issues mentioned in this report.
(Honeypotmc.co.uk)
The location of Medical Centre is at the Hight Street in Queensbury and the local busses 114 and 79
stop near by the surgery, therefore is easy for visiting.
The technology which is using it in the Honeypot Medical Centre is modernistic, but the software’s
are much more complicated for the computers that the surgery work with. Like example: The
appointment booking system is need much larger processor that the one which the surgery
computers works with.
The Honeypot Centre work together with few local clinics where can be booked appointment if the
Honeypot Medical Centre run out of day appointment availability. This is clinics are open from 8:00
am until 20:00pm.
(Honeypotmc.co.uk)
SHARING EXPERIENCE WITH ORGANIZATION
I have been a patient within Honeypot Medical Centre where I was effectively treated with
various medical services in order to gain better care results and outcomes. It was a great experience
to gain quality set of treatment as a patient in this Honeypot Medical Centre. I have been treated by
health care practitioners who has skills, knowledge and experience to treat me effectively. I have
faced difficulty in managing my health problems. I have also faced difficulty in managing my
health condition but professional care practitioners of Honeypot Medical Centre has helped me
provide the best possible care. I have gained immense degree of care from top health care doctors
which helped me in recovering and carry out all the task by myself.
PROBLEMS WITHIN HONEYPOT MEDICAL CENTRE
From primary research was found that in this surgery have a couple of complex problems. In
first time the patients complain about waiting time. The key problem associated with the Honeypot
medical centre is that, they do not have an effective management system to lower the queue in order
to provide better are results within the stipulated time frame. The doctors delay for shifts and the
appointments time delaying automatically. Usually there limit of the appointments for the working
day that is why every appointment should take not more than 10 minutes inside the room. The staff

remember every time to the patients they should explain one problem in one appointment, if they
have more than one should book a double appointment. This means lack of health care specialist
which in turn puts immense pressure and load on few specialized doctors.
The receptionist dealing every day with test result delays complain. There are not enough train
persons to read a test results (only one of the General Practices could do this). The waiting time for
test results could increase to few months. This could cost life’s and late treatments which will be the
worst scenario for Honeypot Medical Centre specially if is a Cancer and is getting worst. Not
enough trained persons for examining test results in turn increases the waiting time to attain test
results. This in turn also increases the risk of the worst scenarios associated with the late delivery of
care treatments.
Apart from this problem is coming another which is about the computers which are using it for
booking appointment system. The staff mentioned that the computers are slowly and the system not
enough strong for the software for the booking system.
Another problem from personal experience is lack of communication. The staff does not ask for
repeating if they do not hear something. When you book appointment and they do not hear properly
the date of birth or the name somebody else gets appointment instead of you. This in turn largely
affects the way care is delivered to each patients in Honeypot Medical Centre.
Some staff come with the point that they are working with old and functional examination beds.
This is another problem within the Honeypot Medical Centre. Some of the beds are not changed for
years and still there to be in use.
The Medical Centre refurbished the building, but not change the facility to build more examination
rooms, not change the furniture’s, not thinking for Information Technology process or to provide
any easy way to help with the appointment bookings.
LITERATURE RELATED TO THE CHOSEN PROBLEM
Kuziemsky, (2016, January) sought to determine the fact that, problem solving in turn is
considered to be an effective technique as it helps in examining a difficult matter which in turn
requires a specific solution. Problem solving helps in ensuring that the individual deals with the
specific real problems. Decision making in turn helps in finding the best solution to the problem
which in turn eventually leads to higher efficiency. Problem solving and decision making helps in
improving the quality of the decision making. It is useful in fixing various set of issues which helps
in finding the best solution to the problem. Patel & Dave, (2019) argued that, the rational decision
making process mainly comprise of problem identification, criteria definition, alternative generation

and evaluation and effective implementation of the plan. Monitoring and seeking feedback in turn
is considered to be an effective measure which in turn eventually helps in delivering the best results
and outcomes. Miller, Singh, Arnold & Klein, (2020) investigated that, use of effective problem
solving tools and techniques such as PESTLE Analysis, SWOT Analysis, Brainstorming, fish bone,
Porter's five force model, PMI, etc. in turn are considered to be very useful in analysing the solving
the various set of problems associated with the medical centre. This in turn helps in providing better
care results and outcomes. Lack of proper trained staff, lack of communication, old equipments,
long waiting time, lack of quality staff, etc. are considered to be the key problems of the medical
centre.
SEARCH
This report will use primary research which has been done by interviewing some of the staff
at Honeypot Medical Centre. The problems are explained and used different problem-solving tools
and techniques. The research has been carried out and it has been analysed that, Honeypot medical
centre requires funds from the NHS and government in order to improve the reasons associated with
the complaint time.
Like every NHS organization the Honeypot Medical Centre need more finance for changing the
operative system, to change the facility, for refurbishment etc. For all those changes there need to
come money from the Government and NHS, which is happened not very often.
The common reasons for complaints are:
 The appointment time taking long and is some happens mistakes from the system;
 Lack of quality staff;
 Lack of training;
 Lack of Communication;
 Old furniture’s
These in turn are considered to be one of the key problems which in turn has to be resolved in order
to provide the best quality care services and attain better care results and outcomes.
All of this information was taken by private discussions within the Honeypot Medical Centre
General Practice’s, Nurses, some patients and was given the personal experience.
PROBLEM SOLVING TOOLS AND TECHNIQUES
The Honeypot Medical Centre tends to focus on effectively applying range of problem

solving techniques in order to provide the best quality care services and attain better care results and
outcomes within the health care sector.
PESTLE ANALYSIS- Know it also like PEST analysis, is an idea in trading rules.
Besides, these rules are used as an implement by companies and factories to check the productivity
and profits. (PESTLE Analysis,2019)
Political factors which play role for the normal function of Honeypot Centre are: Brexit, tax
increasing, Government decision, NHS restrictions, Small budget. The key factors such as
government laws and legislations, tax policy, funding grants and initiative from NHS and
government, political stability, etc. influences the operations of the Honeypot Medical Centre.
From Ecological side there are: Cuts form NHS, Small salaries, poor facility. These factors
comprise of increase in interest rate, higher inflation rate, lower disposable income of the
individuals, poor economic conditions, etc. influences the operations of the Honeypot Medical
Centre.
Social factor: The key factors such as age population, improvements in healthcare service,
increase in the growth of the population, health consciousness, demographics, etc. in turn largely
influence the operations of the Honeypot Medical Centre.
Technology: New software for the computers or for the appointment booking system,
examination by the phone or phone appointments, proper communication within the target markets,
increase number of training because of integration of innovative technology etc. in turn largely
influence the operations of the Honeypot Medical Centre (Laukkanen, Suhonen, & Leino-Kilpi,
(2016)).
Environmental factor: The key factors such as ethics and suitability, climate change,
environmental pollution, reduction in the carbon footprint, accessibility to the medical care, etc. in
turn are considered to be the most influencing factors which in turn largely influence the operations
of the Honeypot Medical Centre.
Legal factor: The key factors such as various legal laws and legislations associated with
employment law, health and safety law, safety standards, competitive legislations, equal
opportunities, consumer laws, etc. are considered to be the most influencing factors which in turn
largely influence the operations of the Honeypot Medical Centre.
The expression PEST is routinely practised for long time and is not easy to organize. Primitively
has been remark to instrument and styles for checking the trade conditions. Aquilar (1976) talk
about ETPS- the four areas important for circumstances- Ecological, Technology, Political and
Social. Upon the time was recognize just a PEST accompanying of extra lines-Ecological and
Legislative for commerce investigation (Aguilar,1976)

PESTEL is also call a business investigation. The outside elements of order could be value
via go it to pieces and seeing the changes through all five positions (Political, Economic, Social,
Technology, Environment and legal).
Similar inspect list could take place within the company (Health Knowledge,2017)
SWOT ANALYSIS- Swot Analysis is a business investigation system that assures the fairs for
purpose are fully explain and all the points communicates to the assure are rightly named.
Swot Analysis investigation signifies four areas:
Strength, Weaknesses, Opportunities and Treats.
The Inward and outward ingredients reflect to the Swot Analysis when is in action and both plays
important role for triumph of the purpose. (Notredameonline.com,2017)
SWOT ANALYSIS FOR HONEYPOT LANE
The strengths of the Honeypot Medical Centre are: The good location-easy for access, is free for
NSH users, they have computers and operative systems, using telephones to contact patients and
patients can use the telephones to contact the surgery. The major strength associated with the
Honeypot Medical Centre is that it is located in a good location which is very accessible for the
patient to visit the medical centre. They also offer wide range of medical services to the patients in
order to attain better care results and outcomes.
Weaknesses is coming: There not good communication between the staff and between staffs to
patients; There are not enough General Practice’s, but and in the building does not have much space
for extra examination rooms, there are not enough budget for refurbishment. The major weakness
associated with the Honeypot Medical Centre is that, they tend to have lack of finances and funds in
order to carry out business operations (Arocha & Patel, (2017)). Deficit of GP's and lack of
communication in turn are considered to be one of the major weakness for Honeypot Medical
Centre.
Opportunities: Train the staff, New booking system, more employees, extension to the building for
update the room examinations. The key opportunity with the Honeypot Medical Centre is to hire
trained and specialized staff which in turn helps in properly examining the working of the company.
Integration of the effective online booking system and software in turn helps in effectively
managing the various business operations. Creating more examination rooms and creating more
general practice in turn helps in creating wider set of opportunity for the business.
The threats which can be taken are providing a training to the staff, updating the software systems
and change the technical, employing more General practice’s, build more examination rooms. The

major threat associated with the Honeypot Medical Centre is associated with more staff meeting and
proper training to the health care practitioners in turn leads to higher cost to the business. Building
extension for more rooms and employing more general practice in turn are considered to be the
major threat to the Honeypot Medical Centre.
This analysis show that the Honeypot Medical Centre is not in perfect condition comparing with the
other Medical Centers within the Harrow council.
There need to be make a huge change within the surgery. The staff need to be change as well, need
people with strong leadership skills to solve the problems.
this analysis showing that the Honeypot Medical Centre is connecting to the Government and
Harrow Council and if both of them reduce the budget for the local Medical Centers there not will
be possible to improving the quality and the way of communication.
BRAINSTORMING- Brainstorming blends a reduced simple way to problem solving among
indirect believing. Stimulate humans to suggest conceptions along with abstractions which can be
difficult for understanding. These conceptions could be clever designed and can be original answer
for dilemma, when separates could stimulate extra conceptions. This lend a hand to the humans and
motivate them to produce more conceptions.
whence, over a brainstorming sitting the humans escape with disapproving or return the
conceptions.
Arbitration and investigation in this level exploits the concept originality and extend the
imaginability.
All the staff in Honeypot Medical Centre could make meeting every weeks or every two weeks to
discuss what going wrong and how could be resolve. Everybody will have a chance to say what will
be better to be change and how, what must be removed from the service list and together to think
about budget and new staff.
The meetings will help to arrange a training for the untrained personal, to discuss with the manager
the day complains and what is the reasons for them.
FISHBONE DIAGRAM-This source investigation instrument related to one of seven primary
characteristic instruments.
The Fishbone diagram recognize numerous imaginable sources for outcomes or difficulty.
(Asq.org,2020)
Fishbone analysis stock a span table to split additional classificatory potential reasons for a trouble
along authorizing groups ability to point the dilemma. It is advantageous within the search

breakdown which is actually practised within well-being attention status.
The triumphant manner to practice the fish bone investigation is to comfort the teams within the
organization to operate in collective and to recognize the potential sources of the dilemma. Those
sources are ranked in clusters like a circumstances, process, humans and tools. To finish the work
out, the answer will come and operations which have to be taken in the next step will showing up.
(Contributor,2013)
This analysis shows that the Honeypot Medical Centre need have problem with the rules of
the examination appointments and there must be explained that one appointment should take
not more than 10 minutes. If the patients need more time or coming with more than one issue,
they must book a double appointment.
There coming an option for building extra examination rooms and employs more General
Practice’s.
PORTERS FIVE FORCES-Porter’s Five Forces is an easy, however strong instrument for
considerate the competitiveness of trade circumstances also for recognizing tactics.
(Chappelow,2019)

This tool is used to be analyses the ability to be employed more GP’s. If this happened the
complains will stop about there are delating with the appointments time. Every patient will be
seeing when that is needing and will receive treatment if there have any needs for.
Not really clear how this tool is used to analyze particular problem, but the idea is that there are
several factors which influenced to the Honeypot Medical Centre improvement.
There must be have enough finances for renewed the building, but those financed come from the
country budget. From this budget the Government deicide how much to be invested to the health
faciality. From those money coming the decision how much will be needed for healthcare
improvement, how much the local clinics and surgeries with be taken for their needs.
The patients are a factor which plays role for the organization feedback. When they complaining
there is coming signal that the organization doing something wrong and this must fix. From the
patient’s complaints the management will be clear what must be change and what action have to be
taken for improvement.
With few words Honeypot Medical Centre can solve the problem with the communication and this
can be solved by team building, staff meetings where everyone can suggest ideas and how they can
be putt in action.
ALTERNATIVE SOLUTIONS
Every problem within Honeypot Medical Centre can be solve by logical way.
The lack of communication can be solved by team buildings. Need to be arrange some holidays or

just day travel time to take the staff out of the city, to be provide some food and drinks. The staff
will start to communicate each other and will start to know their characters and interests. This step
makes everyone to relax and stop thinking about the stress during the shift and is helping to build
teams within the organisation and they will work to achieve the same goals- No complaints and
better care. Another way to solve the lack of communication problem is by integrating subordinates
to participate in the decision making process. This in turn eventually helps in making better care
decision in order to attain the best results and outcomes.
Research also could be useful for solution about complaints. Managers could search and collecting
data what the other Medical Centres improve their facility and care service.
The problem with the waiting time is coming for not clear policy how long is the duration of one
appointment. There should be remained to every patient that the appointment time is 10 minute per
patients and if they need more time for discussion or just to chat about their condition, they need to
book double appointment (20minutes). Also, there can be putted a leaflet which explain about the
duration of the appointment.
The other way of solving this problem is to employ more GP’s and to build extra examination
rooms. This will reduce the waiting time in drastic way, there will be perfect if this happened soon.
If this step is taken many people will be able to use daytime appointments and is not will need to
wait extra half an hour or more
The problem with the technology system will be resolved if the manager ask the IT (Information
Technology) department could change the operative system of the computers and the booking
appointments start to functional normal. The new operative system of the computer will be facing
the exact need of appointment booking system and not will meeting any more the same mistakes
and delays.
About the test result delays there will be need a training and time to teach a some of the staff. The
better solution is to Employ the qualitative GP’s which are already trained to read a blood or urine
test. Sometime delays in the results could be fatal and the Medical Centre must close the doors
forever (personal opinion).
Another solution could be if the laboratory sending the results with explanation. This is will safe
time for patients and money for the surgery.
The furniture will be change if the Honeypot Medical Centre have finances for it or the NHS is
prepared to invest in them.
To change all the beds in the building the surgery could use local charity or to create one. Also,
could ask to be part of foundation trust and the patients could make donation to help with there

needs.
EVALUATING BOTH OF YOUR PROSED SOLUTIONS
Problem associated with the lack of communication: team building capability is
considered to be more beneficial in order to resolve problem associated with the lack of
communication. This helps in collaborating people and helps in better decision making associated
with certain care problem.
The problem associated with the waiting time: Building extra examination room and
employing more general practice in turn helps in reducing the waiting time drastically. This in turn
helps in checking more patients within a day which helps in better care results and outcomes within
the Honeypot Medical Centre.
The problem associated with the technology system: The best solution associated with the
problem is to integrate effective operative system and integrated technology which in turn helps in
assessing mistakes and delays associated with booking of appointment. The new operative system
of the computer will be facing the exact need of appointment booking system which helps in
delivering effective services.
Problem associated with the test results delay: Giving effective and proper training to the
health care practitioners in the Honeypot Medical Centre such as staff, doctors, nurses, etc. to read a
blood or urine test. This helps in solving problem associated with the delay in the test results of the
patients. This in turn helps to provide timely care to the patient without any delay.
Old furniture: Raising funds from the NHS and government in turn helps in changing the
beds in the building. This also helps in refurbishing the building which in turn helps in better care
results and outcomes with positive care environment.
DISCUSSING IMPLEMENTATION OF THE PROPOSED SOLUTION
Implementation plan in turn is considered to be an effective strategy which in turn helps in
turning strategies into the desired action. This in turn helps in accomplishing strategic goals and
objectives.
Implementation plan for lack of communication: The management team of the Honeypot
Medical Centre must focus on creating a team and must focus on carrying out group meeting
activities like holidays, hangouts, etc. which helps in better collaboration of the team members. This
helps them in better interaction and helps them know each other.
Implementation plan for reducing waiting time: Raising fund from the government and

NHS in order to build extra number of examination room and hiring number of specialized staff
helps in reducing waiting time and also results in better care outcomes within stipulated time frame.
Implementation plan for integrating technology system: Selecting an appropriate IT team
in order to create a software and develop an effective website which help in
integrating the online booking system.
Implementation plan for test result delay: Selecting the group of health care practitioners
who need to specialize their skills associated with the test results. This helps in timely examining
the test results of the patients.
Implementation plan for changing old furniture and beds: Raising fund from the
government and NHS of around $2600 in order to change the old furniture and beds of the
Honeypot Medical Centre.
COMMUNICATE THE PLAN TO STAKEHOLDERS
A stakeholder communication plan in turn is considered to be very crucial because it helps in
outlining the plan and discuss the plan to the stakeholders. This in turn eventually leads to long term
sustainable growth and efficiency within the health care sector and medical centre.
This implementation plan associated with the medical centre problem can be effectively
communicated to the stakeholders by scheduling a meeting or a conference call. This in turn helps
in effectively addressing all the problems associated with the Honeypot Medical Centre. Project
summary report must be sent to the key stakeholders of the organization in order to make them
aware about the various changes which in turn has been carried out within the Honeypot Medical
Centre.
The which can be taken Is one step for improvement.
The manager of Honeypot Medical Centre is responsible to write action plan and to putt this plan in
action.
Goals:
The goals of Honeypot Medical Centre are to refurbish the building, to build more examination
rooms, updating the operative systems, reducing the waiting time.
PMI
+ - Interesting

Updating of the technology
will help for time delating (+5)
New Cost (-2) Waiting time will be not issue
(+5)
Quality staff will help with test
results (+5)
More money for salaries (-3) The Cancer treatments will be
on time (+5)
More examination room will
help the complaints to be
reduced (+5)
More money for refurbishment
(-5)
10 minutes per appointment
(+5)
Total: +15 Total: -10 Total: +15
From the PMI tool is seeing it that the updating of operational computer system will reducing the
waiting time to be seen the GP, train staff will help to reduce the test results time and not will be
issue and will cost money. Also showing that the Honeypot Medical Centre will be able to meet
patients needs without long waiting time for. More General Practice’s will be ale to see more
patients on same day appointment without any rush or complaining about waiting time. Yes, they
need bigger budget to do all those steps, but the complaints and bad feedbacks will be reducing to
the minimum.
The Honeypot Medical Centre can employ quality staff which is already trained, those staff could
be General Practice’s, nurses, receptionist, pharmacists etc. This step could safe money from
training and the health care within the Honeypot Medical Centre will be improved.
CONCLUSION
There are some factors which are barriers for Honeypot medical Centre to achieve all the planning
changing for improving the quality of care that they provide.
Some of the factors are financial (Government deciding how much money from the national budget
can be spent in the health sector). I believe there are options for council to help to local surgeries
and clinics, to meet there needs. Somehow Honeypot Medical Centre need finances to build extra
examination rooms and ability to employ more General Practice’s. Another reason to receive more
money is to update the technology system and that will be helpful with properly working on a
booking system.
In conclusion can be said that the Honeypot Medical Centre has to identify the problems, break
them to peace’s, found out what cost this problem and after that to thinking for solutions to these

problems.
Honeypot Medical Centre must employ more quality and experienced staff to reduce the complaints
and bad feedbacks. Building new examination room will be helpful to be reduced the appointment
waiting time.

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