Improving Healthcare Quality through Staff Training

This assignment requires students to analyze the importance of staff training in improving healthcare quality. It involves examining the role of staff training programs in enhancing patient safety, clinical skills, and overall quality of medical services. Students are expected to provide a detailed explanation of how staff training can improve healthcare outcomes, including reducing errors, improving communication, and increasing patient satisfaction. The assignment also requires students to discuss the challenges and limitations of staff training programs, and suggest strategies for overcoming these obstacles.

Module Name: Dissertation
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ABSTRACT
The lack of proper training to the hospital staff can affect the safety and health outcomes
of the patient. It is very essential that for the quality improvement training needs must be
incorporated into practice. The study is qualitative with an exploratory research design. Primary
and secondary data is used and sample population is chosen by simple random sampling.
Themes were included in the data analysis and conclusions. The key findings were that use of
training provisions for the health care professionals helps them to make proper assessment of
patients and their needs. Thus, it enhances the quality of services provided to patients and better
outcomes are achieved. This research on improving quality of patient care through training is
based upon inductive approach and it has been found from the analysis that it is very essential for
the health care service providers to build a training framework for the health care staff for
improvement of patient quality.
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Table of Contents
Topic “To evaluate the effect of regular staff training on quality of patient services”. Research on
NMC Hospital Group.......................................................................................................................5
Chapter 1. INTRODUCTION..........................................................................................................5
1.1 Overview of Research......................................................................................................5
1.2 Overview of Organization................................................................................................6
1.3 Rationale of Research.......................................................................................................6
1.4 Significance of the Study..................................................................................................7
1.5 Scope................................................................................................................................8
1.6 Research Aims and Objectives.........................................................................................8
1.7 Research Question............................................................................................................9
Chapter 2. LITERATURE REVIEW.............................................................................................10
2.1 Concept of staff training sessions...................................................................................10
2.2 Areas under NMC Hospital Group where improvement is necessary...........................12
2.3 Ways by which quality of services can be improved.....................................................15
2.4 Role of staff training in improvement of quality services..............................................17
Chapter 3. METHODOLOGY.......................................................................................................20
3.1 Research Type................................................................................................................20
3.2 Research Design.............................................................................................................21
3.3 Research approach..........................................................................................................22
3.4 Research Philosophy......................................................................................................23
3.5 Sampling.........................................................................................................................25
Chapter 4. DATA ALAYSIS.........................................................................................................27
4.1 Statistical Analysis.........................................................................................................27
4.2 Thematic Analysis..........................................................................................................28
4.3 Data Collection...............................................................................................................28
Chapter 5. ETHICAL CONSIDERATIONS................................................................................30
5.1 Informed Consent...........................................................................................................30
5.2 Minimum Risk of Harm.................................................................................................30
5.3 Confidentiality and Anonymity......................................................................................30
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5.4 Right to Withdraw..........................................................................................................30
5.4 Deceptive Practices........................................................................................................31
Chapter 6. RESULTS....................................................................................................................32
6.1 Thematic Analysis..........................................................................................................35
6.2 Foreseen Limitations......................................................................................................50
6.3 Research Schedule..........................................................................................................52
Chapter 7. CONCULSION AND RECOMMENDATIONS.........................................................54
AREAS FOR FUTURE RESEARCH...........................................................................................56
REFERENCES..............................................................................................................................57
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Topic “To evaluate the effect of regular staff training on quality of patient services”.
Research on NMC Hospital Group
Chapter 1: INTRODUCTION
1.1 Overview of Research
Team-based care can be defined as a provision of health services to families, individuals
and communities. Here, at least two health providers work in collaboration to provide high-
quality care. Patients receive high quality of services and feel safer, when providers work in
effective manner as a team. Therefore, for delivering better services, it is essential for every
service industry to make investment for optimising healthcare teamwork. In addition to this, for
improving more patient-centred primary care and promising to provide best services,
organization dealing under hospitality industry, must concern on making improvement in other
fields also (Alam and et. al., 2014). It includes bringing high-technologies to diagnose diseases
of patients and equipment to maintain their medical records accurately. Moreover, risk
assessment is required to be done before preparation of care-planning to provide appropriate
medication, for well-being of patients.
Quality improvement in health care services is one of the most challenging and essential
aspects for the healthcare professionals. Quality improvement in patient services is not only
essential from the clinical and health perspective but also from the financial perspective (Graban,
2016). The training programs which are aimed at enhancing the skills and efficiency of service
providers in healthcare are important for assuring the quality services. Technology has been
advancing rapidly so that person cantered care can be enhanced. In order to keep the pace with
the regular advancements in medical and healthcare it is vital for the healthcare professionals to
be well aware with the continuous changes.
Along with this aspect nursing and staff members who does not have experience to work
in stressful and practical situation of healthcare organization are also required training. The
training helps novice health experts to understand and learn the real-world challenges and
situations of their profession. In healthcare services, wide range of tools such as clinical audits,
evidence and reflection based learnings, quality frameworks and performance management
strategies are used to provide holistic care to patients. However, the lack of experience and
knowledge creates difficulties in meeting the quality benchmarks of health services.
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Team work, coordination, and leadership are also considered as essential formal qualities
for the professional excellence (Waldron and et.al., 2016). The professionals may not learn these
qualities during their training or learning period. For meeting the needs of patients, health service
organizations regularly conduct training sessions for their staff members. These training sessions
identify the need of quality improvements. Training sessions have positive impact on the
behaviour, knowledge and attitude of professionals. Many health organizations assume that mere
financial incentives are capable to improve the performance and quality of health services.
It has been observed that the training mechanisms holds the equal importance because it
enhances the skills of service providers. Though health professionals are well aware about the
basic knowledge and skills needed for their professional commitment through books and
fellowships (McCormack and et.al., 2017). However, these methods do not enable service
providers to upgrade the skills and methods as per the needs of patient and advanced medical
equipment’s and technology. It is essential that regular training sessions must be integrated with
the quality improvement schemes of health services.
1.2 Overview of Organization
NMC Healthcare is one of the largest private healthcare in UAE, which ranks as the best
leading fertility service providers in whole world. For last 43 years, NMC proves its commitment
to provide the best effective services for well of its patients. It has gained trust of more than
millions of patients by providing them personalized care and genuine concern. But from the last
few years, this hospital face issues related to provide satisfied services to its patients (Campbell
and et. al., 2014). The reason behind this is due to ineffective performance of staff members. To
fill service gap in healthcare delivery system as well as offer a continuum of care to patients,
research has been conducted to identify strategies. It identifies where improvement in service
industry is needed and ways through which the same can be achieved. This organization was
awarded as leading hospital firm, with continuous development into the contributing its efforts
for the people saving initiatives as well as development of the humanity. Its major focus on
service effectiveness rather than profit generation.
1.3 Rationale of Research
This research proposal is strongly related to leadership in healthcare sector. It will mainly
highlight role of regular staff training in quality services of patients (Combes and et. al., 2014).
The research also describes how regular based training sessions of hospital staff can improve
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productivity and working capability. It also elaborates that if a hospital conducts regular based
training sessions for its staff then it will directly improve patient services. This clearly claims
that an effective leadership is required by all industry, it simply improves functioning as well as
quality services of every sector (Carayon and et. al., 2014).
Health care services can be improved only when they take perspective of their users into
account. For instance, for providing complete care to patients, multidisciplinary teams are
necessary. However, the health professionals from various disciplines cannot work together as a
team until they understand its need and approaches. For improving the service quality and patient
care, staff members must be trained and guided so that they can work in collaboration (Merrill,
2015). This research is essential so that hospitals and health professionals can understand the
need and concepts of training sessions. There are various organizations who are well aware with
the importance of training but fails to identify the actual areas which need improvement. The
report may help health organizations to analyse the need of quality improvement practices.
It can also guide health professionals on how they can enhance their skills and
capabilities. The training sessions will help these professionals to improve the services and to
explore advanced knowledge and methods in their professional practice. The research can help
hospitals to understand that how training sessions can help to enhance their efficiency in
providing quality services. It has been observed that support workers in healthcare provides both
clerical and clinical care to patients. However, there staff members are not provided any kind of
professional training. It influences their skills, efficiencies, and patient care efforts of service
providers (Gleeson and et.al., 2016).
The several barriers such as training budgets, lack of assessment of training needs, and
inefficient organizational structure affects the training methods and plans in hospitals. This
report evaluates how different clinical areas need staff training for improving the quality. Along
with the quality services training sessions also assures that operational efficiencies are achieved.
1.4 Significance of the Study
The operational errors are highly unacceptable in healthcare profession as it directly
affects the survival of an individual. Training sessions are also important to assure that clinical
errors or the lack of expertise does not become life threatening for the patients (McCormack and
et.al., 2017). The study is an effective way to analyse the impact and the need of training
sessions on performance of staff members. It can also explain the several areas in healthcare in
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which training sessions are considered as mandatory. It considers a case study of NMC Hospital
so that other health professionals, learners and hospitals can understand the actual
implementation of training needs and practices within healthcare.
Research is also important for the learners or students of health services. The interns or
learners can analyse this study to evaluate which skills can be enhanced by training. The research
study can guide different staff members to realise that training sessions organised by the
hospitals is not only for benefits of organization. Instead, these types of training are focused to
improve the efficiency and skills of staff members (Mohammed and et.al., 2016). The evaluation
can play a critical role in dealing with the several misconceptions related to training. For
example, many organizations and individuals believes that training is mere waste of money and
time so the report findings may help to evaluate the actual significance and methods of training.
1.5 Scope
The untrained healthcare service providers are unable to ensure the desired quality of
healthcare services. However, their performance and accuracy in the delivery of services can be
enhanced by the suitable professional training. The analysis may not only be beneficial for the
health professionals to understand the significance of training but can also be used by the service
providing organizations which are facing quality issues. It can also be used in future studies
which aims at evaluation of performance of health workers. Further the findings can also be used
by the healthcare organizations to improve their functional areas. It will help them to analyse the
aspects which needs improvement.
For the professionals, it has been always challenging facing the transition from learning
to practice phase. The nervousness and lack of experience makes this gap full of inaccuracies or
errors. The regular training sessions can make it possible to eliminate the gap between
knowledge and implementation. The research outcomes can also be used as the basis for
enhancing knowledge of training methods and to demonstrate the significance and necessity of
healthcare services.
1.6 Research Aims and Objectives
The research aim on which entire activities of investigation is based is presented. It also
describes objectives which provide guidelines to project-makers to make strategies for
achievement of the same (Gleeson and et. al., 2016). For improving effectiveness of services for
well-being of patients in NMC Hospital Group, specific aims and research are given as below: -
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Research Aim
To evaluate the effect of regular staff training on the quality of patient services in
healthcare sector”. Research on NMC Hospital Group.
Research objectives
 To evaluate concept of staff training sessions;
 To identify areas of improvement within NMC Hospital Group;
 To determine ways by which quality of patient services can be improved; and
 To ascertain role of staff training in improving quality of patient’s services.
1.7 Research Questions What are the different ways by which quality of patient services can be improved?
 Dissertation structure:
The dissertation is structured into several sections. The first section is introduction
which provides a brief overview of the research background and scope. The later sections
describe the research objectives and questions which forms the basis for study. The third
section is literature review which provides the review of the research subject from the
perspective of literature. The next section is research methodologies which describes the
methodology used in this study. After the research methodology data analysis and
research limitations are provided so that research findings can be interpreted.
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Chapter 2: LITERTURE REVIEW
2.1 Concept of staff training sessions
Conceptual framework
The training programs used by NMC hospital must be capable of catering various types
of learners so that performance quality of every individual can be enhanced. Though for the
long-term improvement of quality training sessions are extensively customized as per the needs
of hospital but for regular improvement they must also consider employee responsibilities and
learning style of individual team members.
In the same aspect Zaheer and et.al., (2015), stated that each individual has different
learning styles. Some staff members may grab the visual information while for some mere audio
information is sufficient. Thus, while preparing the training programs service providers must
assure that each participant is capable to gain the idea behind the training. Another important
perspective of healthcare is that time and quick response are integral part of the job role. Thus,
the healthcare professionals who are assigned critical and important role in hospital must ensure
that training session does not influence their productivity, duties and care quality.
Han and Hyun, (2015) analysed that in health and social sector, it is essential to provide
training sessions to workers. By engaging in such training sessions, staff members can enhance
their skills and knowledge. This would make them to corporate with each other to deliver high-
quality of services, for well-being of patients. Training session can be defined as a program
which helps an individual in learning specific knowledge or skills, for improvement of current
performance. By providing good training programs, an organization gain opportunity to retain
right people at workplace.
In context with NMC Healthcare, it is known for its genuine concern, sincere
commitment for overall well-being of patient and personalized care. This organization believes
that healthcare is not all about detecting, diagnosing and treating an individual. It is about
helping society and individuals to lead a healthy-life. It pledges to give people- “Hope of a
healthy and happy life”. Therefore, to maintain this commitment and serve best services, it is
essential for management to provide training programs (Han and Hyun, 2015).
Management of NMC Hospital Group offers both mandatory (compliance, clinical skill
development, privacy etc.) and optional, by role for its staff workers. Here, optional training
includes leadership development opportunities, continuing medical education and more. These
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practices help in meeting goals and objectives of healthcare organization without overextending
resources (Patten and Newhart, 2017). The healthcare equipment and services are regularly
getting advanced and effective.
However, it has been observed that many of the staff members are not competent or
aware with the advanced methods. For this purpose, NMC Hospital Group is very firm in
implementing the staff training sessions so that the service providers have the updated
knowledge. The concept becomes more dominating for the novice staff members. The lack of
expertise in the profession can increase the difficulties (Ten Cate and et.al., 2016). For instance,
the new nurses of organization may not find it comfortable to communicate with the other
professionals. This can influence the quality of services provided by them. To eliminate such
conditions hospital, assure that during training sessions nurses are provided guidance that how
they can learn from experts and how they can transform their knowledge into real practical cases.
For the healthcare professionals, reflective and evidence based practices are very
influential and impactful approaches. NMC Hospital Group very well understand this aspect and
thus to promote these approaches organization develop an environment so that staff members can
be trained to understand the real meaning and purpose of reflective learnings (Zaheer and et.al.,
2015). According to Nguyen, Bellucci and Nguyen, (2014) it is not simple for the hospital to
promote and conduct training sessions for the staff members. The basis hurdle in development of
this concept is that organization as well as staff members must analyse the need of such
situations. It is possible through regular motivation and encouragement. Apart from this aspect
the financial aspect and resource availability also influences the training. Many times, staff
members demand for the specific training needs but organization does not have sufficient
resources to conduct such trainings.
The communication gap between patients and care providers is one of the key aspect
responsible for the degraded quality of healthcare services. This gap can be easily overcome by
arranging training sessions for the staff members. However, Han and Hyun, (2015) argued that
healthcare service providers do not find such trainings important or relevant. For providing safe
and competent healthcare services, healthcare professionals are required to have special skills
and knowledge. Without effective training health service providers may not be able to deliver
medications and treatment in ethical and accurate manner. Thus, training is not a completely new
or less known concept in healthcare.
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Surr and et.al., (2016) elucidated that along with the hospitals vulnerable individuals are
also in need of different care services such as palliative, transitional or home care services. This
type of care providers may not have skilled education thus it is vital that regular training sessions
are provided to them so that they can recognise the key healthcare issues and their interventions.
The easy and accessible training sessions helps healthcare professionals to recognise the factors
which affect their performance and safety. All healthcare providers must incorporate training
part as necessary element of their practice.
Surr and et.al. (2017) stated that though training requirements are important for all
professionals but it becomes a necessity for new recruitments. The poor training of health
professionals can have direct impact on health of individuals as well as on reputation of hospital.
It has been also observed that when new graduates join hospitals then the lack of effective
training framework makes them nervous. It affects their work quality and their low level of
confidence make them quit the organization. Thus, with the improved training programs
hospitals can enhance the employee retention rate and employee turnover can be easily decreased
(Duclay and et.al., 2015).
Zaheer and et.al. (2015) explain for keeping the moral and confidence of healthcare
workers suitable training frameworks must be designed for them so that their engagement in
teams can be increased and a strong foundation for their career can be established. It has been
also observed that the feedbacks provided during the training session helps professionals to
improve their capabilities and skills (Five big benefits from training your health and social care
staff, 2019). The cross-cultural trainings, reflective and leadership trainings are few examples
which must be essentially employed within hospitals to train their staff members. These training
sessions are an integral part of the quality improvement programs of hospitals and other
healthcare service providers.
2.2 Areas under NMC Hospital Group where improvement is necessary
Heckemann and et. al., (2015) suggests a healthcare institute basically works 24*7, in
order to save life of people that are going through different diseases or met with an accident and
so on. Thus, it is vital for hospitals to focus on various sections on a regular basis and try to make
improvements in order to deliver right services to patients as per their requirements for better
results. In the same way, NMC Hospital Group is offering healthcare services to its patients. But,
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there were many areas of NMC Hospital Group where proper modifications were needed. Some
of these are mentioned below:
Surgical Department:
This section of NMC Hospital Group was going through different problems as there was
no proper management being done of surgical tools. This led the whole process of surgery to get
slower down and became a time taking process for the Hospital which was impacting upon profit
margins as well. In surgical department, training should be provided for using of equipment and
tools, which are basically used during the operation, surgery etc. As, this is the risky case, hence
training should be given on regular basis with continuous evaluation to evaluate the staffs’
performance. This type of training is generally given at the time of respective courses. For
surgical department, NMC Hospital Group should provide training to their staff on the monthly
basis, because new equipment has brought up.
The lack of proper understanding of instruments can cause severe clinical errors which is
harmful for the patient's life and organizational performance. Since NMC Hospital has advanced
equipment which improves the treatment outcomes, each responsible professional must be
trained so that they can use medical equipment on time. According to Duclay and et.al., (2015) to
develop such training programs, highly expertise professionals and trainers must be called so that
each training participant can gain the precise and accurate knowledge. To improve the
management process in surgical department, an additional training such as Six Sigma or Total
Quality Management can also be provided so that staff members can learn to manage the
resources and better service outcome can be provided.
Childcare Section:
The whole environment of childcare section was not good enough as toilets of rooms
under this childcare department were not up to the mark, i.e. the services are not provided as per
expectation. It includes inappropriate sanitary and unhygienic condition at hospital premises.
Therefore, regular quality check was pretty much required for the same thing in order to improve
overall environment for betterment. Childcare section should be well-maintained with top level
hygiene measurement on a regular basis. As per the view of Twigg and McCullough, (2014)
infection could easily be caught to children, hence, proper cleanliness and neatness is necessity.
As infection could easily be caught to children, hence, proper cleanliness and neatness is
necessity. For this, effective training should be given to sweeper's and inspector, who take care
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of such measurements. Equipment for cleaning activities be available, so that cleanliness
activities must be undertaken with right motive.
There are many staff members who are not aware with the importance of hygiene and
safety. The training sessions must be developed in a way that it makes staff members aware
regarding importance and sensitivity of hygiene in childcare section. Ten Cate and et.al., (2016)
stated that children are usually less aware with the safe health practices. Thus, the unhygienic
environment can enhance the vulnerability of health risks especially among new born.
Critical Care Unit:
Critical care unit is specialised section of NMC Hospital which provide care to the
patients whose situation is life threatening and thus they require continuous monitoring and
comprehensive care services. The section is highly critical and needs extreme high and precise
level of services. There has been several complicated mismanagement and functional issues have
been witnessed in NMC Hospital which urges for quick improvement. Most of the time the
individuals receiving this type of care are in serious situation and it is required for health
professionals to make quick decision with their optimum efficiency. However, the new staff
members who are assigned duties in this section get nervous due to complicity of the cases in
this ward. They also face difficulty in communication with other team members.
According to Robertson and Sibley, (2018) ineffective communication has an adverse
impact on decision making and care provided to the patients in emergency situations or while
making regular observations. Thus, there are high possibilities of clinical errors due to
ineffective cooperation between team members. To improve this situation, NMC Hospital can
provide the trainings of team work, leadership and coordination skills so that staff members can
learn the quality improvement methods.
These are the areas in which NMC Hospital Group needs improvement through which
maximum benefits can be given to both staff and to patients as well. In order to improve the
overall quality of services provided by NMC Hospital, the staff must focus on quality
improvement training programs. The training sessions will help staff member as well as hospital
management to cope up with the operational challenges and to improve the quality aspects of
services.
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2.3 Ways by which quality of services can be improved
Mohammed and at. al. (2016) indicate quality plays a crucial role in bettering the overall
performance level of a company and it also aids in keeping customers/patients stick to the
place/organization from which they are taking services. Along with this, there are ample number
of ways through which quality of services could easily be enhanced or improved in much
effective and efficient manner and these are given beneath:
Create training programs using learning styles:
This is being considered as one of effective way through which quality of services at
NMC Hospital Group could be improved. Offering staff with training sessions using different
learning styles may aid individuals in improving skills and knowledge. Training programs are
important to make people aware for changes or defect to be identified with right motive to make
services profitable and effectiveness for patients. Training should be performed into the pattern
of learning styles, which creates proper knowledge for the person to whom quality checking is to
be assigned.
Heckemann and et. al. (2015) argued that hospitals must also develop programs or
strategies which can measure the effectiveness of training sessions. It helps to formulate trainings
which can assist in quality focused services. The inappropriate delivery of training sessions not
only degrade the functional efficiency of the staff members but also leads to the wastage of time
and organizational resources. The training programs used by NMC hospital must be capable of
catering various types of learners so that performance quality of every individual can be
enhanced. Though for the long-term improvement of quality training sessions are extensively
customized as per the needs of hospital but for regular improvement they must also consider
employee responsibilities and learning style of individual team members.
Zaheer and et.al. (2015) stated that each individual has different learning styles. Some
staff members may grab the visual information while for some mere audio information is
sufficient. Thus, while preparing the training programs service providers must assure that each
participant is capable to gain the idea behind the training. Another important perspective of
healthcare is that time and quick response are integral part of the job role. Thus, the healthcare
professionals who are assigned critical and important role in hospital must ensure that training
session does not influence their productivity, duties and care quality.
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Six Sigma:
This approach could be used to eliminate the waste or removal of an element which is
being used less at NMC Hospital Group. This elimination would directly improve quality of
services provided by NMC Hospital Group. It is necessary to provide training to inspector to
make that person efficient and effective, in such a way that waste or any defective material could
be identified in the manner. For NMC Hospital Group, Six Sigma will be suitable option, as it is
helpful in identifying the errors and provide measures to remove it in the most possible time. The
biomedical waste is very critical aspect as its improper management and disposal can further lead
to degradation in quality. For instance, the waste can cause infection and thus it will have direct
impact on the quality of care provided by staff members. Jensen and et.al. (2015) explain six
sigma method can help healthcare service providers to explore the service parameters which can
affect the care quality or which can enhance the operational inefficiency among service
providers.
Total Quality Management (TQM):
Another approach which can be used by NMC Hospital Group in order to continuously
improve ability to offer services that patients will find of particular value. TQM helps in
developing the services to add value proportion for the patients at their choice money. For NMC
Hospital Group, quality should be checked by inspector, which was hired with the major purpose
to ensure the development of services. Zaheer and et.al. (2015) stated that quality assessment is
best provided by patients and their family members. It is vital that staff members must be trained
so that they can communicate with patients and their needs can be evaluated precisely.
If healthcare organization use customer management software then they can be providing
its training so that the customers can be informed with the necessary information. The quality
goals cannot be achieved without team work. Thus, health organization must train its employees
so that they can work as a team. In order to assure the TQM, the performance of all staff
members must be evaluated. The evaluation will help to analyse the required training. For
example, if employees face difficulties in making decision then leaders must communicate with
them and it must be determined that which skills are lacking.
Personalized Training Programs:
Barnicot and et.al. (2017) suggest optimum training benefits cannot be achieved in
quality of healthcare services until personalized training is provided to caretakers. Before
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development of training programs upper management of healthcare providers must discuss it
with hospital staff so that more customized and effective training can be delivered. Along with
the personal needs and learning capabilities of the staff member's, healthcare providers must also
ensure that training session meets long term quality objectives. To achieve quality goals training
sessions must be interactive so that attention span of the staff members is not affected with time.
The advanced training programs such as simulation labs can be used to demonstrate to hospital
staff how they can improve quality of services. The lack of interaction and technology may not
help hospitals to analyse the areas which needs improvement in quality.
2.4 Role of Staff Training in Improvement of Quality Services
Morgan and et. al. (2015) explain training is a basic requirement for continuous
improvement for an employees’ who are working in a hospital. Not only in hospital, but training
is helpful in other medical based services such as a medical practitioner, health development
centre as well as clinics. People are now giving major importance to quality based services to get
right utilization of their cost, which they incurred on availing services. For quality based
services, it is necessary to give effective training and development to staffs of the hospital or any
medical centre to generate effectiveness into the services to optimized the cost on the right basis.
Since the demand of quality based services is rapidly enhancing among service users it is
being found that if staff gets training properly, they will directly start emitting errors while
performing tasks at workplace. Heckemann and et. al. (2015) stated that the basic role of training
to staff is that it aids in providing suggestions for improvement by staff, address patient problems
immediately and build up cooperation among staff members. This will directly aid in enhancing
quality of services that are being offered by NMC Hospital Group. Team work is an essential
part of the healthcare services. The training services to staff members improves coordination,
problem solving approach and team work ability. Thus, the specific tasks which requires team
work can be performed effectively.
Zaheer and et.al. (2015) noted that training is not only means of enhancing knowledge
but also serve as development opportunity. It has been assumed that participation of staff
members in training programs will cause a delay in completion of their organizational tasks.
Also, the hospitals are required to make investments on these programs. Despite these drawbacks
training sessions significantly improves the individual and whole performance of staff members
which makes the time and cost investment worthy for the healthcare organization.
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Oladeru and et.al. (2017) asserted that quality of healthcare services is also influenced by
skill limitations of the employees. Training programs helps to identify such professional skills
and strengthen them which improves the overall quality of services. For instance, the patient
outcomes cannot be improved until staff members are capable to properly communicate with
other team members. Thus, the training sessions which aims at enhancing team coordination can
enhance coordination and service quality. The regular training sessions of safe and accurate
procedures also minimise the clinical errors because trainings develop stronger and deeper
understanding of their practice.
Duclay and et.al., (2015) suggest that with the help of intense research studies and
techniques healthcare sector has witnessed tremendous changes in clinical procedures and
treatment interventions. The continuous training programs helps hospitals to follow and
implement the industry developments. The healthcare organization who quickly analyse the
changing trends of industry holds strong competitive position in healthcare industry. The
structured training programs are also vital for providing employees updated background
knowledge and consistent experience. It is directly reflected in performance and quality
standards followed by organization.
Antohe and et.al., (2016) explain training sessions for health workers can enhance the
profitability and productivity of services. The improved work efficiencies through training helps
to retain staff members for longer and to promote the workplace creativity which is essential for
the quality services. When staff members of healthcare organizations have adequate knowledge
of methods and procedures then they spend minimum time on problem solving. It improves the
health outcomes of patient. This is quite common excuse with the employees that during their
transition period they are not aware with the methods or actions expected from them (How to
Develop Effective Hospital Training and Development Programs, 2018). Thus, this lack of
understanding and unawareness increases time and cost burden on hospitals.
The structured training sessions are useful tool for overcoming these challenges. Through
training sessions employees can reduce the errors and fewer complaints will be received from the
patients and their families regarding quality of care. It is one of the critical measure which
indicates the quality improvement in care services. Warrington, Absolom and Velikova, (2015)
argued that along with the functional improvements training also improve the job satisfaction
and self-esteem among healthcare workers. For the quality services these aspects are necessary to
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consider. When employees are not satisfied with the healthcare organization then, it is
impossible that the staff members will make efforts to achieve functional efficiency. However,
training provides a chance for the service providers to communicate and learn with the other
team members and leaders. It increases loyalty and work satisfaction among staff members so
that they are encouraged to provide more effective services.
Burden and et.al. (2016) elucidated that the quality improvement goals of training
sessions cannot be achieved if training policies and procedures are not as per the expectation and
requirements of the staff members. For instance, the reflective practices and information
technology both plays critical role in enhancing quality of healthcare services. However, nurses
and other front professionals of healthcare may not find it suitable to attend training sessions
related to medical instruments or information technology. In such situations training may not
have much impact on performance or quality (The importance of training staff in care homes,
2018). A successful training program must incorporate the needs of staff members so that
employees can meet trainings related to their professional development.
The improper and ineffective training can cause decline in the performance of staff
members. Zaheer and et.al. (2015) explain inaccurate and out of date training programs can give
staff members wrong information which can be life threatening for the patients. For instance, if
staff members are taught improper measurement of patient statistics then during their practice
also staff members will repeat the same mistake. Such mistakes highly unacceptable in clinical
environment. Thus, it is recommended that to sustain the high-quality services, hospitals must
regularly conduct relevant and effective training sessions.
From the above literature review it can be concluded that staff training programs are
mandatory for improving the performance and capabilities of the staff members and thus health
service providers must develop suitable framework for it. However, the existing literature review
lacks the development of an effective training model which incorporates the needs of patient,
suitability within healthcare setting and acceptability by staff members. These gaps must be
analysed through future research so that improved care services can be provided to patients.
19

Chapter 3: METHODOLOGY
The researcher collects information to address research questions. Initially researcher
have to grab information on concept of staff training in order to understand its role at work place
and benefits for staff as well as NMC hospital on which research study is based upon. Further,
researcher will continue its process of data collection on identifying different ways by which
quality of patient’s services can be improved. For this, investigator can go through different
online articles which are available on internet. It will help in understanding point of view of
another researcher on similar topic (Nguyen, Bellucci and Nguyen, 2014).
Researcher can also collect information by communicating to hospital staff, visitors,
patients and other localized people of periphery area. This will help researcher in collecting
authentic and required information for the research. So that, they can identify relevant outcome
which could satisfy research aims and objectives. For this, investigator will initially formulate
different teams on the basis of their skills, so that they could collect information effectively. As a
result, it will contribute in attaining desired information which will ultimately contribute in
satisfying aims and objective in effective manner (Singh, 2015).
3.1 Research Type:
The research type describes the type of data used in the collection and analysis purpose.
The research studies are of qualitative and quantitative type.
Qualitative Study:
It is based upon verbal narratives for drawing the conclusions and requires limited
number of non-representative cases as sample. Qualitative research analyses and use the
observations and reaction of people so that on the basis of their response study subject can be
analysed. Thus, the key emphasis of this type of studies is on behavioural aspects of people. The
entire study depends upon the perspective of participants and specific situations. As compared to
quantitative analysis this type of study is less structured but the use of information gained from
thinking and attitude of people helps to develop deeper understanding. Contrary to the
quantitative studies, in this research type less structured data collection methods are used so that
entire research topic can be evaluated (Creswell and Poth, 2017). Thus, sample size has less
impact upon study outcomes. Another distinguishing factor which separates both types of
research is that qualitative studies analyses the different aspects of the problem and helps to
develop hypothesis.
20

Quantitative Study:
The studies based upon quantitative type use statistical or logical observations for
achieving the research objectives. Thus, the numerical data is used for predicting the research
outcomes. In case of quantitative studies statistical tools are primarily used for the analysis
purpose. It is used to provide detailed verification of the theories or concepts with the help of
statistics. Quantitative methods can be considered as the top down approach in which collected
statistical data is used for testing hypothesis. Data collection methods in quantitative studies are
more organised and thus sample size plays significant role and only limited research variables
are analysed (Moon and et.al., 2019). The smaller sample size in quantitative analysis can make
the analysis process less important and effective. It also required the knowledge of statistical
analysis so that research quality can be improved.
This research is qualitative type of study and it uses various secondary and primary
sources for the analysis of qualitative data. It will help to analyse and evaluate the large data
volume by using a small and manageable population size. The collected data will help to
evaluate new theories related to the subject. However, it can be challenging analysing the
qualitative data as it does not convert the data into numerical or statistical format. Thus, for the
analysis purpose themes are required in qualitative studies.
3.2 Research Design:
Research design is very critical part element of the research and is defined as the road
map which helps to accomplish the research effectively (Gray and Malins, 2016). The research
design provides the way to achieve research objectives by defining guidelines for various
research variable and processes. There are three types of research designs which are described as
follows:
Exploratory Design:
The exploratory design is widely used for the analysis of various issues, prioritising ideas
and course of actions which needs statistical research. Its key focus is to collect the generalised
data instead of drawing final conclusions (Endsley, 2016). The key data collection methods
which are used with exploratory design are based upon the interaction with the population so that
their attitudes or behaviour can help to develop conclusions. Exploratory design is widely used
for the studies in which hypothesis are required to explain the research phenomenon and to set
priorities for the study.
21

Descriptive Design:
This design tends to provide the description or explanation of the information obtained
from the exploratory design. As compared to exploratory design it is well structured and pre-
planned so that statistical interpretation of the information can be accomplished. Descriptive
design is used for the studies in which traits of particular group are described and specific
predictions are developed. One of the benefit of using this type of research design is to determine
the covariance between different study variables (Padilla-Díaz 2015.). It follows rigid approach
and thus the data collection methods used in this design are also less flexible and unstructured.
Causal Design:
Causal research designs are the best suitable for developing and determining relation
between cause and effect of a phenomenon. The relation helps researcher to explain every detail
and pattern of the related process. Causal designs are quantitative in nature and have well known
pre-planned structure. Thus, it is also known as conclusive design. It uses experimental base for
the evaluation of the relation between research attributes (Moon and et.al., 2019). By using this
design, it is possible for the researcher to analyse the nature of relation between variables as well
as to identify the causes and their effects.
In this study, exploratory design will be used so that new insights of the topic can be
discovered and analysed. Its unstructured process brings the flexibility in the research so that
different perspective and angles of the study areas can be compared and analysed.
3.3 Research Approach:
Research approach provides the reasoning foundations and methods so that gained
knowledge can be transformed or utilised for making conclusion or explanations. The three
different types of reasoning approaches which can be used for the research are described as
below:
Deductive Approach:
This research approach begins with the hypothesis formation and emphasis is mainly on
causality. With this type of reasoning approach the research is executed from specific to general
findings (Endsley, 2016). Contrary to the inductive approach, in this method a known or
expected pattern is verified against observation instead of seeking patterns within identified
observations. The research studies which are based upon this approach gets the benefit of easy
resource availability thus they can be easily execute. However, for the completion of the studies
22

with deductive approach limited time duration is present due to time dependent or varying nature
of research variables with time.
Inductive Approach:
Inductive approach provides more focus on exploring the new theoretical concepts so that
the hidden aspects of the research can also be explored. Instead of using hypothesis in this
approach relevant questions are formulated so that the scope of the study can be limited to those
questions only and more focused findings can be analysed (Ryder, Jacob and Hendricks, 2019).
Along with the discovery of new patterns this approach can also be used to review and analyse
the existing concepts from a new or innovative perspective. The inductive approach can be used
with both qualitative and quantitative studies.
Abductive Approach:
This research approach is used to address or resolve the loopholes associated with the
inductive and deductive approach. In deductive approach, it is very complex to choose relevant
theory for hypothesis testing. It reduces clarity in the study approach. On the other hand, with the
use of inductive approach empirical data is used which may not guarantee the formation of
theories. Thus, the abductive approach uses pragmatist perspective so that the limitations of other
two approaches can be overcome. With this perspective researcher chooses the best possible
solution for solving or surprising facts which are discovered through empirical data. However,
despite this benefit the use of abductive approach is very limited in the research studies because
in terms of implementation and execution it is very complex and challenging than the other two
methods (Moon and et.al., 2019). In this study, inductive approach is used for this report so that
instead of testing the existing theories, new theories can be generated by using the existing
evidences and data.
3.4 Research Philosophy:
Research philosophy refers to the summary of research interests and experience including
the associated endeavours. It also consists of assumptions related to knowledge development for
the study purpose. The research philosophy consists of numerous ways through which researcher
visualise the world or other assumptions related to the study. Thus, it is vital to carefully choose
the philosophy (Rahi, 2017). This aspect of the research is influenced by the relation between
process and knowledge as well as on the practical considerations related to the research subject.
The research philosophies are classified into following three types.
23

Interpretivist Philosophy:
The fundamental principle of interpretivism approach is to analyse the specific
phenomenon in the natural environment so that its actual dimensions and irregularities can be
determined. However along with this basic element other phenomenon which can influence the
study outcomes are also analysed and included in the study (Vermaas and Vial, 2018). With the
use of this philosophical approach scientific knowledge and the interpretations associated with
the reality are analysed. The researchers using this approach interprets the input and output
variables of the research on the basis of social constructions which have great impact on reality.
IT also combines various approaches such as hermeneutics and social constructivism. For
evaluating the actual and realistic meaning this type of research philosophy use variety of
methods so that multiple perspective of the issue can be identified.
Realism:
It is based upon the assumption that reality is independent from the perspective and belief
of human mind. Thus, for this purpose knowledge is developed with the help of scientific
approaches instead of particular observations or perspective of different people. Direct realism or
the native realism gives priority to the personal senses for portraying the world. On the other
hand, critical realism emphasis on the theory that since human beings only experience the images
and sensations associated with the real world, thus their interpretations cannot be considered as
the actual portraying of the world (Endsley, 2016). The real-world situations of the research
subject are regularly changing and thus realism philosophy emphasis on multi-level type of
studies.
Positivism:
This philosophy is based upon the principle that it is not necessary to analyse the
phenomenon instead the stable nature of reality can also be identified or described from the
objective perspective. With the use of positivism philosophy only a single independent study
variable is varied so that manipulations or irregularities in the study can be observed and relevant
relationships can be developed (Chirkov and Anderson, 2018).
In this study interpretivism philosophy is used because as compared to the other
philosophies its key emphasis is on human instead of objects or methods. Thus, the use of
interpretivism helps to underpin the impact and role of training in the health outcomes of the
24

patients. Another reason for choosing this philosophy for this study is that it emphasises on
qualitative analysis, thus the study can be executed with improved procedures.
3.5 Sampling:
Sampling is known as the selection procedure for fixed size population which are
concerned or associated with the study. It is very complex and resource consuming process to
analyse the findings from an entire huge population thus sampling method is used to limit the
population size. The data obtained from the samples is considered as the representation of views
of entire subject population of the research (Robertson and Sibley, 2018). To enhance the
reliability of the research samples must be chosen from diverse sections of the complete
population. There are several types of sampling techniques which can be used by the researcher
to define or select the sample participants. On broad level sampling is classified as probability
and non-probability sampling. In this study staff members of NMC Hospital Group are selected
as the samples. A total of 30 participants are included in the sample and are selected through
simple random sampling technique so that each individual has chance to get selected and
unbiased results can be obtained from the participants.
Probability Sampling:
In this type of sampling every individual in the population has equal or known probability
of getting selected. This sampling technique is preferred when the population is homogeneous
and individual selection does not affect the quality of sample. The homogeneous nature of
population depends upon the type of research (Rahi, 2017). One of the most common type of
probability sampling is simple random sampling in which participants are randomly selected
without any specific selection criteria. This type of sampling method gives every individual a fair
chance to be selected due to the homogeneous nature of entire research population.
Non-probability Sampling:
Contrary to the probability sampling in this sampling method every population member
has unequal chance or probability of getting selected as the sample. Non-probability sampling is
suitable for the studies in which population has diverse members and specific criteria or
condition is required for an individual to get select (Wilson, Kenny and Dickson-Swift, 2018). It
is considered as cost effective sampling method but it can be challenging and time consuming to
find and select the study participants which meets the selection criteria. Thus, as compare to
probability sampling this method can be time consuming. However, this approach depends upon
25

subjective judgement of researchers and thus is less preferred for the homogeneous population or
the related studies.
In this study staff members of NMC Hospital Group are selected as the samples. A total
of 30 participants are included in the sample and are selected through simple random sampling
technique so that each individual has chance to get selected and unbiased results can be obtained
from the participants.
26

Chapter 4: DATA ANALYSIS
Data analysis methods provides the interpretation and evaluation of data through proper
organisation of gathered data. The gathered data is logically reviewed so that relevant
conclusions can be drawn. For the data analysis purpose, statistical and analytical tools and
approaches are used. The data analysis process is very important for the research study as it helps
to explore the findings from collected data (Vermaas and Vial, 2018). Data analysis is also
important for making critical decisions on the basis of interpretations and findings. For the
qualitative studies, thematic analysis is preferred while for the quantitative studies statistical
tools are used for the data analysis purpose. For analysing the data at first data is collected from
the sample population and then it is interpreted on the basis of knowledge gained through
literature analysis. For making the analysis process more effective graphical interpretations are
also used by developing various themes.
In order to collect the data at first sample population was chosen and finalised. Then all the
participants were discussed and informed regarding the objectives and procedures of the study so
that they can provide their consent without any doubt. After taking the informal consent from the
participant's questionnaire was provided to them and on questionnaire they provided their
response. On the basis of the response and questions of questionnaire keywords were chosen and
suitable themes were developed. Then for each of the theme graphical interpretations were used
so that facts can be determined.
4.1 Statistical Analysis:
The qualitative and quantitative data can also be analysed by using computer based
statistical tools. With this analysis, statistical methods such as mean, median and other statistical
formulas are used to determine the relation between research variables (Palinkas and et.al.,
2015). Though this type of analysis has more validity and auditability of the research but there
are certain complexities related with the approach. It requires learning of computer packages or
algorithms as well as complex data retrieval methods. This type of analysis can be considered as
the suitable choice for the studies in which mathematical relations or dependency between
variables is required.
27

4.2 Thematic Analysis:
For the development of themes coding approach was used. On the basis of each of the
question keywords were picked and theme was developed. On the basis of thematic statement
interpretation was carried out.
In this type of analysis specific themes or patterns are recognised and examined within
data set. Themes are identified in a way such that they are capable to describe the entire research
phenomenon and thus can relate with the research question. The key benefit of using themes over
statistical tools is that it enhances flexibility in the research so that developed themes can be
employed within multiple frameworks (Eggink and Snippert, 2017). This data analysis
techniques emphasis on extracting patterns from the text instead of categorising text. To execute
the thematic analysis in proper and organised way themes must be arranged systematically so
that it can be easily reviewed or analysed. Though it is critical and challenging implementing
accurate themes but as this analysis technique does not require supervision it can be easily
determine the findings without complex set ups or analysis methods.
This research is qualitative type and thus thematic analysis is used for the analysis of
qualitative data. The use of themes makes the study flexible and thus vast range of theories and
concepts can be applied to data sets. Another benefit of using themes is that it is does not require
knowledge of any complex algorithm for the interpretation of the findings.
4.3 Data Collection:
In order to complete this research, researcher gathered information from both the primary
and secondary method of data collection. Data collection was one of the essential method to
maintain the research integrity (Vermaas and Vial, 2018). The use of suitable techniques for
collecting data and ability to properly use data for analysis reduced error probability in the
research. The formal and well defined data collection process enhanced validity and accuracy of
gathered data.
Data collection methods are discussed as follows:
Primary Method: In this methodology, investigator directly gathers information from
respondents. This collected data is highly authentic and helps researcher in finding out true
results on research topic. Primary data is mainly collected from different sources like interview,
questionnaire, focus group, field trial etc. The major benefits of primary method are that it
provides huge base of data to the investigator for arriving at the valid and suitable conclusion.
28

The primary data is collected by the researcher at investigation site thus this type of data is
unique and original. This type of data collection was accomplished according to the research
objectives thus the gathered data does not need any kind of modification or adjustment
(Bradshaw, Atkinson and Doody, 2017). Primary data collection methods are more reliable and
focused on the research subject, however this data collection technique is more time consuming
and expensive as compare to secondary methods. The steps followed for the data collection
methods are as follows:
 The selection of appropriate sample population is vital for the study. Thus, at first sample
population was chosen.
 For collecting the data the head of department of the hospital were contacted who gave
the permission to conduct the research in their health care setting. The department head
then gave the information of the registered nurse who then gave the list of staff members
who can help in research. As per the list participants were discussed regarding the
purpose and objective of the study.
 After that informed consent was taken from the samples or the participants so that their
participation can be confirmed.
 While collecting data all ethical considerations were taken into account so that unbiased
and reliable data can be collected.
 The questionnaire form was distributed among chosen participants so that they can
provide their response. The response of the participants was recorded and interpreted by
developing suitable themes.
Secondary Method: In this type of research, collected information is based past records
or previously conducted study of any other researcher. This methodology is mainly used by
researcher to meet project deadlines without compromising with quality of data. Secondary
sources of data collection include books, Journals, online articles, magazines, newspapers etc.
This method basically keeps its major focus on suitability and reliability of data/information.
Secondary method generally based on collecting data on the basis of reality, gaining additional
results and arriving at the valid and comprehensive conclusion. Contrary to primary data, this
type of gathered data is not unique or highly focused as per the needs of research. Thus,
secondary data may require adjustment so that it can be used for the study purpose (Patten and
Newhart, 2017). One of the key advantage of using secondary data in the study is that this data is
29

unbiased and there are the least possibilities of prejudice because the data is collected by number
of researchers.
As per present research which is based on identifying the concept of staff-training for
improving healthcare services, both primary and secondary methods are used. Under secondary
research, various books and articles are accessed from websites, to analyse perception of
different authors (Rahi, 2017). This would help in analysing importance and role of trainers in
developing skills of service providers. The use of both data collection methods in the study helps
to utilise the strengths of both the approaches so that validity of the research can be increased.
Furthermore, primary research is used to take feedback of patients and their relatives for
improving services of NMC Hospital Group. Therefore, both techniques are used to identify
areas of improvement in delivering best services to patients.
30

Chapter 5: ETHICAL CONSIDERATIONS
Ethics are the integral part of the research studies which makes the findings legal,
unbiased and valid (Roberts, 2015). It is important for the researcher to use ethical principles in
data collection and analysis. The researcher must follow the below principles:
5.1 Informed Consent:
This is the foremost ethics which ensure that participants are not forced to take part in the
study. The samples used in the study must be informed regarding research objectives, purpose
methodologies as well as possible harm or the impact they may face. It will help individuals to
independently decide that if they want to participate in the study or not (Wilson, Kenny and
Dickson-Swift, 2018). The researcher must not force people to provide consent instead the
participants must be free to decide at their own.
5.2 Minimum Risk of Harm:
It is the responsibility of researcher to ensure that study participants are not harmed in
any way. The harm is not only in terms of physical but also in terms of social disadvantage,
psychological stress or discomfort (Vermaas and Vial, 2018). Thus, all participants must be
informed about the possible risk before they provide their consent. During the data collection
process, as well the safety and privacy of the individuals must not be compromised.
5.3 Confidentiality and Anonymity:
During the primary data collection methods, it is required that confidentiality and privacy
of the respondents must be protected. When the collected data is sensitive to organisation and
revelation of identity of the participant can cause any kind of harm then confidentiality becomes
a necessary parameter. The assurance to maintain this aspect help study respondents to provide
the relevant information without any kind of fear or bias (Capon and et.al., 2016).
5.4 Right to Withdraw:
The participants have the right to withdraw from the study at any instant of time when
they find it uncomfortable and unwanted. Though prior to the study participants are informed
regarding all risks, discomforts or demands of the study but it is possible that participants may no
longer desire to continue (Gelinas and et.al., 2017). In such situation, the decision of the
respondent must be respected. It is also possible that participant may not be comfortable to share
a particular type of information then he or she must have right to skip the particular question or
process.
31

5.5 Deceptive Practices:
From the ethical perspective, it is also required that all individuals taking part in the study
must be treated with dignity and respect. The researcher must respect their identity and they must
be provided equal treatment (Eggink and Snippert, 2017). It is also required that the privacy and
comfort of the participants is considered during data collection.
32

Chapter 6: RESULTS
The following questionnaire was used for the data collection purpose. The response of the
participants was recorded and analysed on the basis of literature sources and relevant theories.
For analysing the results, the frequency of the response from the participants was used so that a
common trend can be identified and a conclusion can be developed with the specific exceptions
among individual participants.
QUESTIONNAIRE
Q1. Do you know about the concept of staff training sessions?
 Yes
 No
FREQUENCY
20
10
Q2. What is the requirement of training programs in hospital?
 Improve quality
 Reduce complications
 Increase patient outcomes
FREQUENCY
15
5
10
Q3. What are the areas that requires improvement regarding quality?
 Surgical department
 Childcare section
 Critical care unit
FREQUENCY
10
10
10
Q4. What are the ways to increase quality of medical services or facilities?
 Improve communication
 Management of surgical tools
 Training sessions
FREQUENCY
18
4
8
Q5. What are the roles of staff members in order to improve quality of
medical services?
 Provide suggestions for improvement
 Address patient problems immediately
 Cooperation between staff
FREQUENCY
14
6
10
33

Q6. Have you ever attended any training program to improve your clinical
skills?
 Yes
 No
FREQUENCY
18
12
Q7. Does your organisation follow any training framework or guidelines for
the staff members?
 Yes
 No
 Not sure
FREQUENCY
15
10
5
Q8. Do you believe that staff members in their transition period or the first
year of joining need training compulsorily?
 Yes
 No
 Not sure
FREQUENCY
20
8
2
Q9. According to your hospital training sessions must focus on development
of which aspects?
 Clinical skills
 Management skills
 Personal and professional development
 All the above
FREQUENCY
5
5
10
10
Q10. Have you ever witnessed or experience financial issues in conducting or
attending any kind of training sessions?
 Yes
 No
 Not sure
FREQUENCY
12
14
4
Q11. Does NMC Hospital Group follow any kind of approaches like Total
Quality Management and Six Sigma.
FREQUENCY
34

 Yes
 No
 Not sure
17
8
5
Q12. Do you believe that commencement of training program will improve
the performance of NMC hospital?
 Yes
 No
 Not sure
FREQUENCY
9
9
12
Q13. What is the best way to improve the efficiency of healthcare staff
members
 Personalised training to staff members
 Regular performance evaluation
 Monitoring
 All the above
FREQUENCY
10
3
2
15
Q14. Have you ever received any suggestions or complains from patients
regarding inefficiency of untrained staff members?
 Yes
 No
 Not sure
FREQUENCY
20
4
6
Q15. Does your engaged schedule act as barrier for your professional
development and from attending training sessions?
 Most of the time
 Sometime
 Never
 Always
FREQUENCY
8
4
2
16
6.1 Thematic Analysis:
THEME 1: Concept of staff training sessions
Q1. Do you know about the concept of staff training sessions? FREQUENCY
35

 Yes 20
 No 10
INTERPRETATION: Staff training session is often used by organizations for providing
some specific knowledge or skill to their employees. Here all the respondents were asked that
whether they are aware about the staff training sessions or not. According to the input collected
from the responses of all the 30 responders from staff, it has been interpreted that 20 were aware
about the concept of staff training session, whereas 10 do not know what is staff training session.
This shows that staff training program is not done correctly or is not explained to all the staff
members correctly due to which patient care quality is compromised. This also becomes a
hindrance in the path of service providers to update their knowledge. Due to this all the staff
members who do not know about staff training program misses the development opportunities
related to their medical practice or related to medical education that should be provided to them
by time to time so that they can bring necessary changes within them. So, in order to improve
this all the staff members should be made aware of the concept of staff training and whenever
these sessions are organised all the staff members including doctors and nurses should be made
aware of those training sessions so that they can bring improvement in their practise, learn new
things and grip all the new opportunities that are provided to them.
THEME 2: Requirement of training programs in hospital
Q2. What is the requirement of training programs in hospital? FREQUENCY
 Improve quality 15
36
20
10
Yes
No
Illustration 1: Concept of staff training session

 Reduce complications 5
 Increase patient outcomes 10
INTERPRETATION: Most of the hospitals run 24*7 in order to save their patients’
lives or can cure them form the diseases they are suffering, so for this in a hospital, training
sessions are very much helpful as these training programs helps in improving the overall quality
of their patient care, outcome of curing of patients can be improved. These training programs
help employees working in hospital premises to know how to behave and treat with different
types of patients so that they can be cured in an effective manner. This lead the hospital to
increase the outcomes and reduce complaints of their patients related to quality of services.
According to the input collected from the responses of all the 30 responders, it has been
identified that 15 believe that these types of activity help in improving quality, 10 think that this
increase the outcomes, whereas 5 believe that it reduces complaints. These training programs
will not only improve the quality of service, reduce complications but are also required
improving the efficiency of different departments in the hospitals. Like these training programs
will improve the type of surgical tools used for surgery or help in improving the process of
surgery, Children care department will be able to provide better care and service to the children
in a better way so that risk associated with them can be reduced specifically for new born.
THEME 3: Areas that requires improvement regarding quality
Q3. What are the areas that requires improvement regarding quality? FREQUENCY
37
15
5
10
Improve quality
Reduce complications
Increase patient outcomes
Illustration 2: Required training program within the hospital

 Surgical department 10
 Childcare section 10
 Critical care unit 10
INTERPRETATION: With the help of above mentioned graph, it can easily be
interpreted that 10 out of 30 respondents were in favour of surgical department, 10 of them have
said that improvement is needed among child care unit and lastly 10 stated that critical care unit
is the area where proper improvement is required through which service quality could be
basically enhanced that is provided to the patients. As all the above three departments are one of
the most important departments in the hospitals which are run 24*7. Most of the patients
admitted in these departments are serious patients. So, improvement regarding the quality within
these departments is needed and not only this, these departments need continuous improvement
within them so that the quality of the patient care is maintained and not compromised. Scope of
improvement in these departments is much in such department quality of equipment used should
be maintained, surgery process should be improved continuously etc. such departments require
continuous care, monitoring so that care service is not compromised. One of the most important
thing that is required to be improved in these department is coordination among staff members so
that all the operational challenges, complications can be handled properly. Scope of
improvement regarding the quality is not limited to the patient care but consist of all the
maintenance of all the things used by these departments.
THEME 4: Ways to increase quality of medical services or facilities
38
10
10
10
Surgical department
Childcare section
Critical care unit
Illustration 3: Areas that requires improvement regarding quality

Q4. What are the ways to increase quality of medical services or facilities? FREQUENCY
 Improve communication 18
 Management of surgical tools 4
 Training sessions 8
INTERPRETATION: Considering above graph, it can be said that quality of medical
services can be enhanced through effective communication. Here, 18 respondents were in favour
of improving communication, 4 have said that management of surgical tools are needed to be
developed in a rightful manner and lastly, 8 said that quality could be enhanced through training
sessions. As discussed above that improvement of quality of hospital departments include all the
things. So, in order to increase the quality of medical facilities and services it is important to
identify all the areas to be improved so that the overall quality of the provided medical services
can be improved properly. For this, there are many things that should be tried to be improved
such as improvement in communication within the staff members, improvement in the quality of
surgical tool that are used within the operation etc. For the improvement in quality of medical
services and facilities, it is extremely important to improve the quality and frequency of training
programs and sessions that are conducted for the doctors, nurses and other staff members. This
will help in improving the overall quality of patient care in the hospital. This can be done by
improving the learning program of the training, bringing new opportunities for the staff members
so that they feel motivated and improve their quality of service that they prove to the patients.
39
Improve communication
Management of surgical tools
Training sessions
Illustration 4: Ways to increase quality of medical services or facilities

THEME 5: Roles of staff members in order to improve quality of medical services
Q5. What are the roles of staff members in order to improve quality of
medical services?
FREQUENCY
 Provide suggestions for improvement 14
 Address patient problems immediately 6
 Cooperation between staff 10
INTERPRETATION: With the help of above mentioned graph, it is being interpreted
that, major role of staff is to offer suggestions to the company in order to enhance overall quality
of medical services. Here, 14 out of 30respondents have said that suggestions needed to be given
by staff for improvement. Only 6 mentioned that, addressing patient's problem with healthcare
providers would aid in improving and only 10 were in favour of cooperation and stated that
group actions (cooperation) would aid in enhancing quality of medical services. It has been seen
staff members of the hospital play a vital role in improvement of quality of medical services as
they are the one who interact with the patient the most, they are the one who uses all the
equipment and services as well as interact with each other most frequently. Staff members of the
hospital should be asked for their suggestions quite often so that they can ask to improve all the
problem that are faced by the patients and can be improved in a proper manner, so that all the
changes and improvement required to address patient's problem can be solved properly. Staff
members as well as patients should be asked for their suggestions in order to improve the overall
40
Provide suggestions for
improvement
Address patient problems
immediately
Cooperation between staff
Illustration 5: Roles of staff members in order to improve quality of medical services

quality of the training session to further improve the quality of hospital to improve the patient
care in all departments.
THEME 6: Attended any training program for improvement of clinical skills
Q6. Have you ever attended any training program to improve your clinical
skills?
FREQUENCY
 Yes 20
 No 10
INTERPRETATION: Clinical skills are one of the most important and common skills that is
required to be known by all the doctors, nurses and other staff members. It is one of the basic
knowledge that is to be known by all the staff members working in a hospital. Here all the
respondents were asked that whether they have attended any training program for improvement
of clinical skills or not. According to the input collected from the responses of all the 30
responders from staff, it has been interpreted that 20 have attended training programs to improve
their clinical skills, whereas 10 haven't attended any kind of training programs to improve their
clinical skills. Correct clinical skills help the staff members to check the patient and identify their
problems or disease much more easily. These are the skills that are mostly ignored by most of the
staff members of the hospitals as the importance of these skills is not known correctly by them
and is taken much more lightly or taken for granted. So, hospitals should also organise sessions
for improvement of these clinical skills so that staff members can bring changes in those skills
41
Yes
No
Illustration 6: Attended any training program for
improvement of clinical skills

and complaints regarding the improper clinical skills form the patients can be minimised. This
will also help in improving the overall quality of the hospitals through improved training
sessions to improve the knowledge and skills of the staff members.
THEME 7: Training framework or guideline for staff members
Q7. Does your organisation follow any training framework or guidelines for
the staff members?
FREQUENCY
 Yes 15
 No 10
 Not sure 5
INTERPRETATION:
The majority of the staff members of NMC hospital informed that the organisation has
definite framework for providing training to the staff members. However, 10 respondents out of
30 disagreed that the existing organisational structure has appropriate or well defined training
framework. Thus, it can be interpreted that hospital needs to improve its training programs with
well-defined policies and budget consideration. The existing frameworks are not effective
enough that they can create impact on the performance of staff members. It has been also
analysed that the healthcare organisations which have clear guidelines for the training for
instance training method, selection criteria for training, improvement skills and budget aspects
tend to have better performance in terms of patient care. The well-defined framework help to
42
Yes
No
Not sure

analyse the improvement dimensions in which control and improvements are required. 5
participants also informed that they are not sure if NMC hospital has any framework for training
or not. Thus, it is also required that health organisations must create awareness among their
employees regarding such training schemes so that large number of staff members can enhance
their skills through these programs.
THEME 8: Compulsory training for the staff members in transition period or first year of
joining
Q8. Do you believe that staff members in their transition period or the first
year of joining need training compulsorily?
FREQUENCY
 Yes 20
 No 8
 Not sure 2
INTERPRETATION:
Most of the quality related issues are witnessed by NMC hospital due to lack of expertise
or experience. Especially the training graduates who join organisation as fresher lack the
professional expertise and thus they find it hard to adjust themselves as per the working culture
of the organisation. During the interview 20 out of 30 study participants agreed that there is strict
need of training to staff members in their first year of joining. It can help them to understand the
practical functional attributes which differs from the theoretical or learning framework. However
contrary to these 8 participants believes that providing training is not an efficient way to enhance
43
Yes
No
Not sure

their expertise. Instead, their quality of work will naturally improve with time and experience.
Two of the respondents were also not sure that such type of training will bring improvements to
patient care or not. From this analysis, it can be interpreted that training staff members from the
beginning phase can be one of the critical aspect which can enhance the service quality provided
to the patients.
THEME 9: Hospital training sessions focusing on development aspects
Q9. According to you, hospital training sessions must focus on development
of which aspects?
FREQUENCY
 Clinical skills 5
 Management skills 5
 Personal a

 nd professional development
10
 All the above 10
INTERPRETATION:
Training sessions are essential tools for the skill development. In order to provide the
quality services to patients’ health professionals must also have good command and knowledge
of management skills along with the clinical knowledge. 10 respondents out of total 30 give their
consent that for the overall quality services staff members must develop efficiency in terms of
44
Clinical skills
Management
skills
Personal and
professional
development
All the above

clinical expertise, management approaches and skills related to personal and professional
development of individuals. However, 10 respondents believe that instead of improving all of
these skills if personalised training is provided for addressing the personal skill development of
staff members then their work efficiency will be improved and it will be reflected in terms of
quality patient care.
5 staff members of NMC hospital also informed that since most of the quality related
issues are because of clinical inefficiencies training programs must focus on only clinical skills.
The key argument with this preference is that when staff members are not aware about clinical
considerations or knowledge then they commit mistakes and quality of patient care is suffered.
Hence, for quality improvement purpose only clinical skills must be groomed. In the same
context 5 participants also informed that for working in hospital management skills are required
because most of the hospital staff have clinical knowledge but they lack management skills.
THEME 10: Financial issues in conducting and attending training sessions
Q10. Have you ever witnessed or experience financial issues in conducting or
attending any kind of training sessions?
FREQUENCY
 Yes 12
 No 14
 Not sure 4
45

INTERPRETATION:
The budget considerations are also crucial aspects in training staff members. Most of the
time there is need of conducting training so that performance of employees can be improved as
per the latest demands of organisation and advancements in healthcare. However, such trainings
can be expensive and thus on many occasions it is not possible for the staff members to hospital
to participate in such training programs. When study participants were asked this question,
mixed response was obtained. 12 Out of 30 staff members stated that on several events,
organisation lack funds due to which training sessions were cancelled while 14 participants
stated that finance has never been any issue in NMC Hospital Group for avoiding training
programs. The supporting arguments provided by those respondents is that when there is extreme
need of implementing any kind of change of technology then organisation never hesitate in
investing the good amount of funds. Thus, it can also be interpreted that certain types of training
programs which are too expensive and provides limited benefits in future then hospital may not
spend sufficient amount in such training practices.
THEME 11: Total quality management and six sigma approach
Q11. Does NMC Hospital Group follow any kind of approaches like Total
Quality Management and Six Sigma.
FREQUENCY
 Yes 17
 No 8
 Not sure 5
46
Yes
No
Not sure

INTERPRETATION:
The quality of patient care services also depends upon waste management and quality
improvement strategies. Thus, practices like Six Sigma and Total Quality Management are very
common approaches used by hospitals. During interview 17 out of 30 people gave response that
NMC Hospital Group employs such approaches while 8 staff members informed that
organisation is not having any such strategies. Thus, it can be analysed that there is need of
providing training related to these approaches. It is quite possible that despite their
implementation good number of staff members are unaware. The staff members who are aware
with these approaches also explained that hospital must convey the importance and methods of
such practices so that every employee of the organisation can work with excellence and
efficiency.
THEME 12: Improving performance by commencing training programs
Q12. Do you believe that commencement of training program will improve
the performance of NMC hospital?
FREQUENCY
 Yes 9
 No 9
 Not sure 12
47
Yes
No
Not sure

INTERPRETATION:
When study participants were asked that if training will be an effective solution for the
quality issues of patient care then mixed response was obtained from the staff members. 9 people
out of 30 informed that it will not bring any significant difference in the quality aspects. They
support their opinion with the claim that organisation already hires only efficient employees thus
instead of training there is greater need of monitoring and controlling. Contrary to this same
number of people also informed that NMC Hospital Group can achieve its quality only with the
help of regular training sessions. Such training sessions identify the drawbacks of individuals and
help to groom the professional skills. Thus, periodic trainings must be organised by the hospital
for providing accurate and quality services and care to its patients.
THEME 13: Ways to improve efficiency of healthcare staff members
Q13. What is the best way to improve the efficiency of healthcare staff
members
FREQUENCY
 Personalised training to staff members 10
 Regular performance evaluation 3
 Monitoring 2
 All the above 15
48
Yes
No
Not sure

INTERPRETATION:
For improving the overall performance of hospital, NMC Hospital Group can adopt wide
range of methods. A good number of around 10 staff members out of 30 stated that if
organisation will provide personalised training to staff members then their performance will be
improved and overall patient care quality will also be increased. However, 15 staff members do
not agree with this and they believe that for the overall success of hospital along with training
continuous performance evaluation and monitoring is also a necessary component. Similarly, 2
respondents also believe that instead of providing training if hospital will incorporate monitoring
system then every staff member will accomplish job role with honesty and efficiency. This
approach will naturally prove as a mile stone in achieving quality goals and there will be no need
of providing training. From this analysis, it can be interpreted that mere training sessions cannot
be used as measure to meet quality objectives. Instead, NMC Group must focus on training along
with performance evaluation and monitoring.
THEME 14: Suggestions or complains regarding inefficiency of untrained staff members
Q14. Have you ever received any suggestions or complains from patients
regarding inefficiency of untrained staff members?
FREQUENCY
 Yes 20
 No 4
49
Personalised training
to staff members
Regular performance
evaluation
Monitoring
All the above

 Not sure 6
INTERPRETATION:
More than 60% of the staff members of NMC Group received complaints from patients
regarding the lack of understanding with between their careers and staff members. One of the
key reason or this aspect is that health professionals lack certain skills such as communication or
family centred care approach. Thus, NMC authorities and management often receives negative
feedbacks regarding the code of conduct of staff members. The respondents who agreed to this
fact explained that when staff members are not provided cultural or multidisciplinary trainings
then this type of issues occur. Hence, the proper training framework addressing feedback
comments of patients can be helpful in resolving such issues. On the other hand, 6 of the study
participants were also doubtful that if training is an effective solution of overcoming this quality
issue. The key argument behind this opinion is that patient outcomes depends upon the
professional excellence of staff member and training programs cannot address such individual
drawbacks.
THEME 15: Engaged schedule as barrier for training sessions and professional development
Q15. Does your engaged schedule act as barrier for your professional
development and from attending training sessions?
FREQUENCY
 Most of the time 8
 Sometime 4
50
Yes
No
Not sure

 Never 2
 Always 16
INTERPRETATION:
Being a health professional timing adjustments and working in shifts is one of the
challenging and routine aspects. The pre-occupied and tight schedule often prevents staff
members from attending training sessions. A majority of 16 staff members of NMC Hospital
Group informed that they desire to enhance their clinical skills so that they can develop better
understanding of situation of their patients. However, they do not get sufficient time to groom
their skills. Even if they attend any training programs, then they are always in hurry to finish the
training sessions and to continue duty assigned by the hospital. Thus, lack of time is also
significant aspect in providing training services. It can be interpreted that hospital often avoid
conducting training programs so that operational activities are not affected. Contrary to these 4
participants stated that it happens occasionally only. Most of the time when staff members need
training their duties are adjusted accordingly.
6.2. Foreseen Limitation
 Formulation of aims and objectives: Broad analysis of aims and objectives can lead to
large problems, as it is not possible to include broad scope of any topic. For this
formulation of aims and objectives of research must be narrowed (Waldron and et.al.,
2016). This will help to focus on specific topic with high efficiency. In other words, it
51
Most of the
time
Sometime
Never
Always

can be said that in order to increase the level of focus of the study aim and objectives of
the research are needed to be narrowed down.
 Sample size: Size of the sample data completely depends upon the type and nature of the
research problem. If sample size used to dictate research problem is small then it will be
difficult to find relation between data. Size of the sample should be chosen accordingly
i.e. it should neither be too small nor too high (Capon and et.al., 2016). However, in case
of qualitative research, sample size is less applicable as it is mostly required in statistical
tests, so it can be said that in qualitative research sample size does not affect the research
much i.e. it can be small or adequate.
 Lack of reliable data: It will restrict scope of analysis, size of sample and it can be
difficult to find meaningful relation between different data. Apart from this researcher
needs to find out reason that why they feel that data is missing (Price and et. al., 2015).
The data is collected from the staff members of hospital and is based upon their opinion
and observations. Thus, the collected data lacks the reliability elements.
 Lack of prior research studies on topic: This formulates basis for literature review and
helps to acknowledge research problem which is being investigated or in other words in
order to identify the research scope prior studies plays an important role (Armstrong and
et.al., 2017). If prior information related to topic is not found, then new research has to be
conducted. This can be conducted by identifying gaps in existing literature and formulate
that as basis for new research. This identification of gap in research also helps to narrow
down the research problem.
 Data collection methods: There is flaw in data collection methods due to lack of
experience in data collection methods like in primary data collection methods complete
books and journals have to be read to analyse specific topic (Ryder, Jacob and Hendricks,
2019). The researcher faced a bit of difficulty in collecting primary data for this research.
 Lack of time: In this project, time is the major problem, because sources for data
collection is relatively high and less available and not only this to evaluate and analyse
the collected information also requires time which makes it difficult for the researcher to
complete the research on time (Palinkas and et.al., 2015). Hence, in that case, it would be
difficult for investigator reach at the defined goals at the given point of time.
52

 Scope Discussion: Because of less experience in conducting research despite that the
topic chosen is of our own choice, lack of experience makes it difficult to do in-depth
discussion in the research paper and due to this all the data is not used to complete the
research (Chirkov and Anderson, 2018). Further the lack of exposure to the practical
working conditions in the hospital can also limit the discussion scope.
6.3 Research Schedule
Research schedule is a part of research which helps the research to provide complete
detailed description of the project i.e. how it is completed or in other words this part of research
provides description through which a project has been completed (Twigg and McCullough,
2014). As present assignment is based on making improvement in healthcare services within
NMC Hospital Group. Therefore, it includes the following steps to conduct the research in
specified manner and within 4 months of duration:
Steps Description
Step 1: Identify the
area of improvement
In this section, researcher will find out the areas in which NMC
Hospital Group is required to be made or in other words area that is
needed to be improved will be identified. Along with the hospital
sections which need improvement researcher will also analyse the
professional and personal attributes of the staff members which needs
training improvements for assuring the quality services within
healthcare organisation.
Step 2: Do complete
research on the chosen
topic
In this section, research will be doing in depth study of the topic and
will collect all the required information to complete the research
which can be used further. The researcher will also evaluate the
possible input and output research variables so that better
understanding related to the research objective can be obtained.
Step 3: Formulate the
strategies
Under this phase, a range of strategies are going to be find out by
researcher and the best is going to be implied in order to improve
different areas. This will help to move and complete the research on
time in a correct direction and also help the research to complete the
53

research an adequate and correct manner.
Step 4: Organise staff
learning programmes
This section basically implies the developed training programme
which will aid in enhancing skills of staff and this will directly put
positive impact upon both environment of workstation and
performance level of NMC Hospital Group. So, that all the required
changes can be brought in the training program of the hospital which
will enhance the patient care that is done by the nurses and the doctors
within the hospital.
Step 5: Improve
organisational culture
and environment
Implied strategy is going to be monitored under this step by research
that if organisational culture and environment has got improved or
not. So that it can be observed that whether all the suggested changes
were implied correctly within the hospital and whether they are
effective enough or not.
Step 6: Monitoring and
results of the overall
strategy
This is being considered as the last stage where monitoring and
analysis of strategy would take place and modifications can also be
made in order to pull out best results. So, that the overall environment,
training program of the hospital is improved in an effective manner
within the hospital.
54

Chapter 7: CONCLUSION AND RECOMMENDATIONS
With the help of above mentioned report, it is being concluded that training sessions
plays a crucial role for every single business organisation under any sector. It has also been
summarised that, overall investigation is basically showed that offering employees with a range
of training sessions may aid them in enhancing profit margins. Along with this, their skills and
knowledge also increases which directly impacts positively upon overall performance level of an
employee and on hospital as well at the same time (Epstein and et.al., 2017). Proper training and
development is also important to enhance the skills and abilities of an individual at the greater
and higher level. Lastly, it is also concluded that development of skills and knowledge will help
an individual to make sure that services should be clearly optimised.
In this research report, concept of staff training sessions with its importance is clearly
explained. As discussed above that these training sessions helps in enhancement of knowledge
and skills of workers in a better way in order to deliver high quality of service to the patients.
These training programs also helps the organisation to retain right people for the required roles
as well as helps the staff members to grab an opportunity to bring some changes in their
procedures or improve their skills and knowledge so that the overall patient care quality can be
improved for the well-being of the patient as well as personalise the overall patient care
(Geldmacher, 2018). In this research importance of training programs clearly explains that
hospitals are not only for treatment, diagnosing and detecting but they are for maintaining a
healthy society and this can only be done by providing best services to the patients which can be
improved by providing accurate patient care.
It has also been analysed that many of the staff members are not even aware of the
advance treatment methods and training programs where they can learn those methods, skills and
update their knowledge. So, it has been noted that these training sessions should be organised
quite frequently whenever required so that hospital staff can learn new methods of treatment,
bring improvement in their method of treatment and provide better service to their patients. So, it
can be said that one of the most important thing that is required in a hospital is training for
continuous improvement and development of employees. This also helps the staff members to
reduce the number of mistakes they commit while performing their tasks (Smolowitz and et.al.,
2015). In the above report, it has been analysed that in order to bring changes and improvement
55

within the hospital, suggestions for both staff members and patients is important to be
implemented.
These training programs are not only important for the staff members but also for
improving the quality of services. According to the above report, it can be done by improving the
coordination and communication among staff members, improving the quality of surgical tools
and by improving the quality of services provided to the patients. According to the above
analyses, it can be done by addressing the issues and problems of the patients by teaching the
staff members ways to approach a certain problem in order to solve it. For this proper
communication and interaction training can be provided to the staff members so that they can
easily interact with their colleges, patients etc. (Ten Cate and et.al., 2016). This will also help
them to come-up with the solution of the problem and ways to tackle it.
This research has also helped to analyse different techniques, studies, strategies that can
be used to improve the quality of health care services within a hospital. This study has helped in
developing strategies and the ways training programs can be improved so that overall
performance and knowledge of the doctors, nurses and other members can be improved which
will further enhance the quality of service of the hospital (Fitchett and et.al., 2015). As per the
above research, requirement of these training programs is needed in all the departments of the
hospital whether it is a clinical department, surgical department, child care department or critical
care department. As requirement and duties of all departments are completely different with
completely different priorities. Like priority of clinical department is much sever but priority of
critical care, surgical and children care department is high. So, to bring changes and
improvement in departments coordination among staff members should be high, quality of
instrument or tools used should also be high and not only this, the overall procedure used for the
treatment of the patient should also be good and accurate as mistakes are not tolerated in these
departments as it could cost patients with their lives.
From the above analyses, it has been summarised that many staff members of NMC
Hospital Group does not even know the concept of training sessions i.e. they are completely
unaware of training that were conducted and held in the hospital for the improvement of staff
members of the hospital in order to improve the overall quality of the hospital (Epstein and et.al.,
2017). So, it is required to make all the staff members aware of such kind of training so that they
can participate in these sessions. In the above analysis, the importance and requirement of
56

training within the hospital has been analysed. Factors because of which there is a requirement of
training programs within the organisations are to reduce complications or mistakes, improve the
overall quality of the services and to increase the output of service care provided within the
hospital (Graban, 2016). These improvements are specifically required in departments such as
surgical, childcare, critical unit department etc. However, there are many other departments such
as dental care etc. but in these department's life of the patient is not dependent on the doctors. At
last, it can be concluded that in order to improve the quality of patient care within the hospital
communication within staff members and with patients should be improved, surgical tools
quality should be managed effectively and for these proper required training sessions should be
organised. For this all the staff members should be made aware of their role in the training
sessions like to provide required suggestions for improvement, address patient's problems
effectively so that it can be solved but most importantly they should be told to coordinate among
their team members properly (Waldron and et.al., 2016). So lastly, it can be said that for the
improvement of patient care or to improve the quality of service it is important to organise
training sessions and all the above discussed problem should be addressed in a better way by
implementing all the above given suggestions and identifying areas of improvement and most
importantly by monitoring the result of those changes.
Areas for Future Research
The study analyses the significance of the training programs for the health staff members
so that quality of patient care can be improved. However, there is need to analyse and research
the suitable training programs and framework which can suit the complexity and needs of
healthcare services and their criticality. In addition, future research can also be conducted in the
area to identify the various factors which can influence the training programs and their
effectiveness. Such types of studies will help health service providers to improve the patient care
through training programs.
57

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