The Impact of Staff Absenteeism on Service Users: The Case of Charlotte House

Running head: RESEARCH PAPER
The impact of staff absenteeism on service users: The case of Charlotte House
Name of the student
Name of the university
Author note

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ACKNOWLEDGEMENT
First and foremost, I would like to thank my supervisors, Prof. ..., who supported me
through this research with their patience, knowledge, and understanding. I could not
have wished for better, highly qualified and approachable supervisor. He is so
patient and supportive throughout our session, particularly his one-to-one support.
I would like to thank my family, my wife in particular. They were always supporting
me and encouraging me with their best wishes.
I would also like to thank my lecturers, non-academic staffs and my distinguished
classmates for their kind support and appreciation toward me throughout this
program.
God bless you all.

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ABSTRACT
This research project had examined the impact of staff absenteeism on service
users. The research had highlighted the problem of habitual absenteeism among
care giving organization. Charlotte House had been chosen as the case for analysis.
The house had been facing issues with staff absenteeism due to various issues such
as low compensation package.
The research had been conducted from the perspective of the pragmatism where
mixed method analysis had been conducted. The study had collected data from
patients’ families and management level employees of the organization. This
consisted of 40 respondents for the survey and 3 respondents for the interview.
The data had been analysed using respondents survey response and coding. The
results had shown that the patients’ health conditions deteriorate due to the lack of
staffs and it compromises safety of the patients. Moreover, patients became more
aggressive and are not able to make decisions which affected their cognitive ability.
The research had provided significant conclusion and recommendations which could
help Charlotte house in dealing with their current issues.

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Table of Contents
Acknowledgement.......................................................................................................1
Abstract....................................................................................................................... 2
Glossary of terms........................................................................................................6
Glossary of Abbreviation.............................................................................................6
Chapter One................................................................................................................7
Introduction................................................................................................................. 7
1.1 Project Overview...................................................................................................7
1.2 Background of the study.......................................................................................7
1.2.1 Problem Statement and Organizational Significance.........................................8
1.2.2 Study purpose....................................................................................................8
1.3 Aims and Objectives............................................................................................. 8
1.4 Research Questions..............................................................................................8
1.5 Rationale...............................................................................................................8
1.6 Scope and Limitations...........................................................................................9
1.7 Summary...............................................................................................................9
Chapter Two..............................................................................................................10
Literature review........................................................................................................10
2.1 Introduction......................................................................................................... 10
2.2 Definition............................................................................................................. 10
2.3 Concept of staff absenteeism in healthcare........................................................11
2.4 Problems of Staff absenteeism on patients.........................................................11
2.5 Conceptual framework........................................................................................13
2.6 Literature gap......................................................................................................13
2.7 Summary.............................................................................................................14
Chapter Three...........................................................................................................15
Research methodology.............................................................................................15

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3.1 Introduction......................................................................................................... 15
3.2 Research Paradigms...........................................................................................15
3.3 Research approach and strategy........................................................................15
3.4 Data collection.....................................................................................................16
3.5 Ethical Consideration..........................................................................................17
3.6 Summary.............................................................................................................17
Chapter Four.............................................................................................................18
Data Analysis and Findings.......................................................................................18
4.1 Introduction......................................................................................................... 18
4.2 Quantitative analysis...........................................................................................18
4.2.1 Demographic Questions...................................................................................18
4.2.2 Questions on staff absenteeism and service users..........................................19
4.3 Qualitative analysis............................................................................................. 25
4.3.1 Coded data.......................................................................................................25
4.4.2 Generalizations................................................................................................ 27
4.5 Summary.............................................................................................................27
Chapter Five..............................................................................................................28
Conclusion and Recommendations...........................................................................28
5.1 Introduction......................................................................................................... 28
5.2 Key findings and Conclusion...............................................................................28
5.3 Recommendations.............................................................................................. 28
5.4 Future research directions.................................................................................. 28
5.5 Reflection on own learning..................................................................................29
5.6 Summary.............................................................................................................29
References................................................................................................................30
Appendices............................................................................................................... 34
Appendix 1................................................................................................................ 34

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Appendix 2................................................................................................................ 36
Appendix 3................................................................................................................ 37

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GLOSSARY OF TERMS
Alzheimer- Alzheimer's is a type of dementia that causes problems with
memory, thinking and behaviour
GLOSSARY OF ABBREVIATION
CCG - Clinical Commissioning Group
SPSS - Statistical Package for the Social Sciences

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CHAPTER ONE
INTRODUCTION
1.1 PROJECT OVERVIEW
This research project has aimed to examine the impact of staff absenteeism
on service users. Researches have been conducted in the past on improving the
health care facilities in various hospitals and health care centres. Structure, process
and outcomes are key indicators of care quality (Oliveira et al. 2015). These
elements can be further divided into factors such as working conditions and human
resources which indicate the care structure. On the other hand, the patient
satisfaction is an indicator of outcome. Staff absenteeism is one of the key
components of human resource management and it affects the quality of service
provided to the patients. Studies conducted in the past three decades have been
able to develop critical standards that needs to be followed in each of these care
giving organizations. Absenteeism refers to intentional or international habit of not
turning up to work. In this given research, Charlotte House has been chosen as the
organization for analysis.
1.2 BACKGROUND OF THE STUDY
Charlotte House is a modern and purpose-built care home located at
Isleworth in Middlesex. The care home is known for their specialised service in
respite care and nursing for aged people. The care only provides service to aged
individuals having any form of dementia. The House also provides compassionate
end of life care. The organization provides customized services tailored and carefully
planned according to the needs of each of the patients (Careuk.com 2019). The
facility consists of 56 residential rooms consisting of equal number of rooms in each
of the floors. The ground floor is reserved for the privately funded patients. On the
other hand, 22 rooms are reserved for the patients being referred from Hounslow
CCG and remaining rooms are available for other Authorities in London (Careuk.com
2019). This care home has excellent facility and consists of several hierarchies for
monitoring the activities. The processes of the organization are managed by
business manager, unit managers, deputy managers and home managers. The
staffs consist of 8 registered nurses, 34 care workers, 2 lifestyle coordinators and 1
receptionist for controlling the operational activities (Careuk.com 2019). There are
various activities every day to keep the residents busy and provide them
independence at their old life.
Absenteeism at care giving organizations is one of the key issues faced by
Health care sector. Habitual evasion from work is one of the key issues faced by
various industries in United Kingdom. This effect the productivity of the employees
and shortage of staffs leads to ineffectiveness in the organizational processes.
Moreover, there is significant rise in the human resource cost and increases the