Table of Contents Chapter 1: Introduction....................................................................................................................1 Overview of the research.............................................................................................................1 Background of company..............................................................................................................1 Rationale of research...................................................................................................................2 Research aim................................................................................................................................2 Research objectives.....................................................................................................................2 Research questions.......................................................................................................................2 Chapter 2: Literature Review...........................................................................................................3 Importance of communication for the process of effective customer care service.....................3 Way through which a better communication can be established for a specific area...................4 Issue that can be faced by a company while developing an effective communication process in MDTs...........................................................................................................................................6 Strategies for eliminating the challenges faced in communication process by MDTs................6 Chapter 3: Research Methodology...................................................................................................7 Chapter 4: Data Analysis.................................................................................................................9 Chapter 6: Conclusion and Recommendation................................................................................24 Conclusion.................................................................................................................................24 Recommendation.......................................................................................................................24 Chapter 7: Reflection and alternative research methodology........................................................25 REFERENCES..............................................................................................................................27 Appendix........................................................................................................................................30
Title: Communication process and its effectiveness. Chapter 1: Introduction Overview of the research Effective communication is considering as an important procedure that help an individual to exchange their ideas, knowledge and information with the purpose of delivering best possible results. This is the reason that proper communication is crucial as it help people and group of members to share their views with each other in more appropriate manner so that chances of error or misunderstandingcanbe eliminated(Young and et.al., 2020). In thiscontext, Multidisciplinary teams are referring to the mechanism for organizing as well as effectively coordinating health and care services with the aim of the meeting all the all the complex care needs of individuals. This type of teams comes together the expertise and different skills of professional to appropriately assess, plan and at the same time also manage care in team activities. Along with this, MDTs are focus on working proactively to assist and support people care goals. For attaining the same, effective communication process is play a crucial role in managing as well as developing clear interaction among group members. This can be beneficial in serving best care services to people in order to attain their positive experience towards the company and its offerings as well. In order to improve communication among health care professional, MDTs use various ways and aspects that assist in improving better interaction within the specified area in which they are operating. With the assistance to this, MDTs can easily handle all the challenges that they faced due to improper interaction (Yonashiro-Cho, J and et. al., 2019). Background of company For undertaking current research, the chosen organization isBio Luminex Health Care Limited, is a well-recognised organization that provide high quality care services to the people and community as well. It was established in 2013 with the purpose of developing a reputation for high quality care services to society so that they feel healthy(Wallace and et. al., 2019). In addition to this,Bio Luminex Health Care Limitedis also work in partnership with NHS trust in order to manage temporary staffing banks on their behalf. The main focus of this company is to help their partner trust and improve workforce efficiency along with its productivity as well. It 1
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also focuses on developing appropriate interaction among team members so that quality care services can easily provide to people as per their demand. Rationale of research The main purpose of undertaking current research is to explore the effectiveness of communication process along with measured that assist in providing quality services in MDT at the time of delivering care services to society. In addition to this, researcher also carry out this research for their personal and professional purpose so that they ca develop their understanding about the research aim (van Staa, Peeters and Sattoe, 2020). In relation to personal context, investigator improve their skills and knowledge about communication process and its impact over the MDTs. On the other hand, researcher also undertake research with the aim of acquiring relevant information to enhance their career growth to attain success. This research also assist investigator in evaluating all the variables present in research aim through which researcher can easily draw a valid conclusion and also improve the possibilities of attaining success in future research by implementing its analysis over the research topic (Silverman and Williams, 2019). Research aim “To analyses the communication process and its effectiveness, along with the measures for providing better services in MDT while giving appropriate care service.” Research objectives To evaluate the importance of communication for the process of effective customer care service. To identify a way through which a better communication can be established for a specific area. To understand the issue that can be faced by a company while developing an effective communication process in MDTs. To develop strategies for eliminating the challenges faced in communication process by MDTs. Research questions What is the significance of communication within MDT (Multi-Disciplinary Teams) for effective care service? 2
Chapter 2: Literature Review In undertaking a research, literature review is referring to the comprehensive summary of previous study on a specified topic and area. Basically, it provides theoretical framework that help investigator to collect as well as acquire reliable information towards the research aims and objectives. As, it is based on secondary method of data collection which includes books, articles, journals, newspaper and many more sources (Runtu, Novieastari and Handayani, 2019). With the assistance of this section, researcher gather in-depth analysis towards the research topic that contributes in drawing a valid conclusion at the end of the investigation. In this context, review shouldsummarise,describe,enumerateandclarifythepreviousresearchthroughwhich investigator can analysis the issues and also make an appropriate decision at the end of the study. Therefore, it is important for investigator to analysis of the sources before collecting so that they can acquire more reliable and authentic data on the basis of particular research area. With the assistance of this, investigator can draw a valid conclusion and make overall study more authentic in nature. Importance of communication for the process of effective customer care service According to Huang, (2020), Effective communication is not just a part of customer services as it is considering as an important part for providing better customers services. Thus, having good communication among customers is significant as it required proper listening to all the customers’ needs and requirement. Mainly, effective communication protects patients from any kind of potential harm that arising from any misunderstandings. As, improper communication leads to serious issues line wrong leg being amputated that put negative impact over the customer’s experience (Ricciardi and et. al., 2020). In this, effective communication makes people feel more valued and satisfied towards the services health care offer to customers. Good communication not only assist in delivering care services but also develop a healthy and better working environment for carers. It may directly create more transparency and openness in regards to daily task and activities. With the appropriate communication, people feel more empowered and motivated. As there is some importance of communication for theprocess of effective customer care service: Immediateunderstanding of patient’sneeds:Effectivenessof communicationis crucial for providing great care to its customers according to their needs and wants. In this, health care professionals communicate with patients and understand their condition 3
to provide them quality treatment so that patients can easily recover by getting proper and quality care. This is possible by effective communication that professional includes at the time of interacting with their patients. Understanding the emotional state of patients:Health care professional spend more time with patients than others as they need to communicate with their patients and understandtheirphysicalandemotionalwell-being.Withtheuseofgood communication, professional get deeper information about customers and provide them high level of quality care to improve their health. The level of communication can assist in making proper decision about appropriate treatment plan that put positive impact over the patient’s experience (Pirl and et. al., 2020). Understandingsocialdeterminantsofhealth:Itisimportantforhealthcare professionals to understand social, physical and environment conditions in patient’s life because all these determinates directly affect the overall health status of patients. In this, goodcommunicationwithpatientsiscrucialasithelptheminunderstanding determinants that greatly increase patient health and wellness. Tracking changes in care:Understanding patients’ needs and requirement is one of the important activity for health care professional. As it allows professional to target their communication to understand the same. In this, regular and effective communication and track patients progress regularly can lead in analysing actual preferences of patients. This will assist in eliminating the possibilities of arising any kind of physical and emotional distressandatthesametimealsomaintainpositiverelationamonghealthcare professionals and patients. Identifying specialized needs:Effective communication is crucial in health care because patients may have needs outside their medical care. In this, health care professional makes sure that information is provided to the right people who easily solve the issue of customers. By this, quality of care is not being compromised and patient’s requirements are easily met (McClimans, 2021). Way through which a better communication can be established for a specific area AsperviewpointofLiaoandRoen,2019,Incustomer’sserviceinteraction, communication put huge impact as it means everything. Therefore, health care professional needs to use right skills and knowledge to connect with customers in a way in which they leave 4
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satisfied, confident and calmer towards the health care services. In this context, ineffective communication not only affect the patient experience but it can also contribute to a financial loss within different facilities and also negatively impact over the patient’s behaviour or workplace morale. Although ways to improvise communication may not happen overnight as it requires more efforts to eliminate miscommunication and alleviate stress for patients and health care professionals. In relation to this, some ways to improve effective communication mentioned below: Streamline communication channels:If health professional needs to communicate the detail on different platform then they need to maintain proper consistent. For attaining favourable results, it is significant for professional to maintain streamline in all the platform or channels. It is quite time consuming so that health care professional needs to use centralized system that combines important information transmissions. This may help professional to save time and work effectively. With keeping each process together then storing and transmitting data is more efficient and appropriate that may eliminate the possibilities of arising communication issues among health care professionals and its patients. This will also may assist in providing high quality care services to customers as per their demand and keep them more satisfied. Encourage mobile collaborations:It is an important way to communicate with patients effectively as use of mobile device may allow professional to freely walk around and provide proper attention to its patients. With the use of mobile devices, people can quickly connect and message to professional so that all the queries of patients can be easily solved in less time frame and cost as well (Brunero, Dunn and Lamont, 2021). Prioritise face to face communication:In order to eliminate the possibilities of arising issuesamongpeople,itissignificanttodon’tforgetthevalueoffacetoface communication because in health care using technology in communicating is not more appropriate in establishing effective communication between healthcare professionals. Therefore,itissignificantforhealthcareprofessionaltoincludefacetoface communicationwiththeirpatientssothattheycaneasilyunderstandtheactual preferences of patients and get proper or high quality care services (Lestishock, Daley and White, 2018). 5
Issue that can be faced by a company while developing an effective communication process in MDTs According to Kluger and et. al., 2019, Developing an effective communication process is very complex and also create issues that faced by company. It may effect negatively on MDTs working activities. Thus, it is significant for health care professional to evaluate the issues in effective communication process before providing health care services to its patients. All these issues can be understood by following points: Time constraints:In effective communication, time and lack of it develop a significant issue in interacting with patients. As hassled communication is never being effective as professionals faced competitive demand that may create issues and neglect the quality of communication. Thus, it is crucial to remember that interaction does not need to be time consuming as it should be concise so that conversation among patients and nurses may improve (Burns and et. al., 2021). Environmental issues:It is significant to be so familiar with surrounding because environmental factors can create issues in communication. As, background noise is also a major issue that can affect patient’s ability to hear. It may increase the chances of ineffective communication among health care professional and patients as well. Due to this,patentsmaybereticenttosharetheirsensitivepersonalinformationwith professionals. This is the reason that it may create issue in an effective communicating in MDTs that directly affect over the patient’s experience towards health care services. Informationoverload:Atthetimeofcommunicatingwithpatients,heathcare professional face issue regarding lot of information (Kilpatrick and et. al., 2019). Due to this, interaction with people can create more misunderstanding as patient’s does not get proper attention from health care professionals. This issue arises because of patients who are upset, distresses, tired and in shock. Strategies for eliminating the challenges faced in communication process by MDTs According to the view of Zamolo (2021), A multidisciplinary team is mainly defined as the group of health care workers who are the members of the different disciplines such as psychiatrists, social workers and so on, therefore, each individual or professional basically renders effective facility to the patient. The member of the team independently treat assorted issues like a patient may have, concerning over the issue which they specialise. The activities of 6
the team are mainly brought together via using a care plan in which each individual is working with full collaboration and coordination to render effective facility to the patient. MDTs is working as a large team where communication is the key source to manage the operations and there are assorted issues are arises related to communication are quality of care, poor patient’s outcomes, wastage of resources and the high healthcare costs. In addition to this, communication may often create negative influence over patient and the staff satisfaction. However, it is important for the health care professions to resolve the communication as communication is the most effective way to render suitable facility and make collaboration(Kennedy, Castelletti and O’Sullivan, 2018). Thus, there are assorted strategies like implementing effective and innovative communicationchannel,EncourageMobileCollaborationforEffectiveCommunication Between Healthcare Professionals, assess the existing method of communication, Streamline communicationchannels,giveahealthcareemployeeavoice,prioritizefacetoface communication, automated alert delivery, setting group conversation and so on that are effective ineliminatingthechallengesfacedincommunicationprocessbyMDTs.Therefore,the implementation of innovative and effective communication channels like mobile phones social media application and so on are effective in managing the communication effectively so that suitable facilities can be rendered. These all ways are important for the health care professionals to be followed to manage suitable communication and overcoming the barriers that are arises due to the issue of communication processes(Kaye and et. al., 2020). Chapter 3: Research Methodology This chapter play a crucial role in carry out the investigation as it is referring to the specific procedure and techniques that used to determine, select, process and analyse all the data towards the specific topic and area. Basically, it also allows investigator to critically evaluate overall validity and reliability of study in order to draw a valid conclusion at the end of the investigation. It includes various methods and techniques that support researcher in gathering valid and reliable data towards the specified topic and research area (Ho, 2021). At the of undertaking research activities, it is crucial for researcher to select appropriate approach in order to gather authentic data. This will directly contribute in improving the possibilities of accomplishing favourable results within the study. For this, researcher use research onion to undertake research activities. As, it includes different layers that can be understood by following points: 7
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Research philosophy: In undertaking research activities, philosophy is related with the belief that based on the way in which data should be gathered, analyse and used. The main focus of research is to analyse nature and development of knowledge to evaluate the actual results. Basically, it is classified into two methods including positivism and interpretivism research philosophy. In order to carry out current investigation, positivism philosophy will be applied by researcher because it is based on factual knowledge that gained by observation which is trustworthy in nature. Under this, role of researcher is limited towards data collection as they interpret data in objective way (Higgins and et. al., 2020). With the help of this, research findings will be observable and quantifiable. Research approach: It is referring to the plan that consider steps of broad assumption towards the detailed method of data collection and analysis. Basically, it used for determining the characteristics of specified problem by description. In this context, there are two type of research approaches including inductive and deductive (Campbell and et. al., 2021). As per nature of current investigation. Researcher would use deductive research approach as it is providing possibility to explain causal relationship between variables and concepts. With the use of deductivemethod,investigatorcaneffectivemeasureconceptsquantitativelytomake appropriate results within the study. Research choice: There are different choices in front of investigation while carry out the specified study. This is the reason that investigator needs to select a better one so that valid and reliable outcomes can be easily accomplished in study (Hernández-Zambrano and et. al., 2020). It includes different choices including qualitative and quantitative research. In order to gather information for current investigation, quantitative method is appropriate because it is more scientific, focused and objective that help in researcher in defining appropriate solution towards the research issues. This type of method allow investigator to reach a higher sample size through which information can quickly analysed (Chiasera and et. al., 2018). Research strategy: Under a research, a strategy is referring to the plan that used to gather information from specified aspect as it assists in analysing as well as gathering appropriate data on the basis of particular research topic. Mainly, it includes different strategies including, survey, questionnaire, interview, focus group, case study and many more (Heirene and et. al. 2021). All these directly contributes in gathering valid information. In order to execute research activities, questionnaire is an appropriate strategy to gather data directly from respondents. It includes 8
different open-ended questions that asked from selected respondents to understand their view point on the basis of particular research area. Data source: It is considering as an important procedure of acquiring information from different sources with the aim of taking a meaningful decision within the study. Basically, it divided into two different methods such as primary and secondary method of data collection. Both are play a crucial role in gathering valid and in-depth information that support researcher in finding appropriate solution towards the issues present in specific research (Groom and et. al., 2021). In order to undertake current investigation, researcher use both primary and secondary method for collecting information on the basis of specific research topic. These sources provide detailed and authentic data which assist in drawing a meaningful conclusion. By using primary method, questionnaire will be prepared and other side, secondary source also assists in gathering information from literature review which is based in different books, journals, articles and many (Coupland and et. al., 2021). Research sampling: It is a technique that researcher used to select people or subset of the population to acquire information. Thus, it is crucial for investigator to select appropriate method for selecting sample size from the larger population so that reliable information can be easily obtained. It includes two type of sampling techniques like probabilistic and non- probabilistic (Findlen, Malhotra and Adunka, 2019). In this research, probabilistic sampling technique will be used because it helps investigator to select sample size as per random basis and also provide equal chances to be selected for providing information to investigator (Franklin and et. al., 2020). By using this method, investigator select 50 respondents as a sample size who are the patients and staff members of company. All the participants get equal chances to be selected for study. Research limitation:At the time of undertaking research activities, investigator face various issues that put negative impact over the end results of research. In this context, time and cost are the major issue that researcher is facing in collecting data and information about research topic (Folh and Heale, 2021). Therefore, it is crucial for researcher to prepare a plan that includes all the research activities. This can be assist in eliminating the possibilities of arising issues and at the same time also help in completing the research activities in an appropriate manner. 9
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Appendix Questionnaire Q1) Do you have any idea about communication process? a) Yes b) No Q2) Does effective communication process is important for MDTs to provide quality services? a) Yes b) No Q3) According to you, what are the benefits of communication for effective customer’s care services withinBio Luminex Health Care Limited? a) Enhance patient experience b) Reduce complaints c) Positive relation among patients and health care professional Q4) Why effective communication is important in multidisciplinary team? a) Encourages collaboration b) Help in preventing errors c) Fosters teamwork Q5) What are the different cause of poor communication in MDTs in health care? a) Ineffective policies and procedures b) Conflict between staff members c) Language difficulties Q6) What are the different communication methodsBio Luminex Health Care Limiteduse to interact with their patients? a) Transmitting Patient Data b) Sharing Research Findings c) Collaborating with Colleagues d) Coordinating Hospital Leadership Q7) As per your point of view, what are the effectiveness of using communication practices withinBio Luminex Health Care Limited? 13
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a) Protect their patients b) Increase day-to-day operating efficiency c) Reduce chances of medical errors Q8) What are theway through which a better communication can be established for effective health care services? a) Streamline communication channels b) Encourage mobile collaborations c) Prioritise face to face communication Q9) What are the major issues faced by MDTs while communicating with their patients? a) Environmental issue b) Invalid information about patients c)Time constraints Q10) According to you, what are the effective strategies MDTs can use for interacting and serving heath care services with their patients? a) Better treatment planning and compliance b) Having accurate and sufficient information about patients c) Be flexible towards others d) Focus on patient’s issues Q11) Does effective interacting with health care professional is crucial forBio Luminex Health Care Limitedto provide quality care services? a) Yes b) No Q10) Suggest the alternative ways by which MDTs can improve their communication and serve better health care services to its patients. 14