Caring Angel Hospital: Improving Healthcare Quality Report

This report, authored by a senior consultant at Caring Angel Hospital, provides a comprehensive analysis of the organization's challenges and proposes actionable solutions to improve healthcare quality. The report highlights issues such as inadequate interpersonal and intercultural communication, lack of patient-centered care, and insufficient funding. The consultant identifies key areas for improvement, including the implementation of evidence-based practice protocols, the formulation of strong organizational policies, the creation of multidisciplinary teams, and the improvement of employee morale through salary adjustments and recognition programs. Furthermore, the report suggests strategies to enhance the hospital's competitive edge, such as collaboration with community care workers and the introduction of value-added services like health insurance and telemedicine. The analysis underscores the importance of patient retention and market expansion through improved quality of care and patient satisfaction.

Running head: HEALTH ORGANISATION
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Name of Student
Name of University
Author note

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As a senior consultant at Practical Health Care Consulting, I have spent 3 months at
the Caring Angel hospital. My job in the hospital is to help improve the quality of clinically
delivered care, add value to the departments of the organization, improving the employee
morale, designing the effective organizational chart, creating a strong facility service oriented
team environment and add to the Angel caring hospital’s competitive advantage. During my
stay in the hospital, I found out that the employees working in the organization are not happy
with themselves and this is what is preventing them from delivering a proper patient centered
care to the patients. Based on the supervision and analysis done over a period of 3 months – I
as a senior consultant realized that the organizational culture lack the very interpersonal
communication that is effective and intercultural communication that is ought to effective as
well. It is highly important that the employees that is the staffs in the Caring Angel hospital
focuses on the various aspects of patient centered communication that is important and very
much vital under the circumstances (Fiondella et al., 2016). It is very vital to realize that the
therapeutic communication that is a product of effective verbal and non-verbal
communication and the same must be well directed towards the health care, social and
psychosocial needs of the patient and it is important that the staffs must be together included
in collaborative disciplinary servicing of the patient, rather with each of the patients
addressing each and every need of the patient and this is critical in the management of the
cases in a ethically and therapeutically correct manner (Vincent et al., 2017) and these are the
areas that the health care organization where I am a senior consultant at – were deficient and
lacking very much. Intercultural communication, interpersonal communication, self-
management skills, emotional intelligence, cultural competence, cultural awareness, bioethics
and patient centered communication are the major areas that were identified by me, over the
analysis and observation of 3 months and in addition economic and the financial factors were
also involving in the revenue losses for the company. The Caring Angel hospital lacks the

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necessary funds required and very much needed to set up the infrastructure and it is critically
important to be considered when planning the new processes and the new organizational
policies and strategies to up the ante - that the organization has not received enough funding
from the bank to expand its marketing territories and it is vital that the socioeconomic
conditions are also taken into consideration which strategizing the organizational productivity
and market acquisition plans.
Improving the quality of care is the first and the foremost goal that is imperative in
order to address the above mentioned situational needs of the organization. Patient retention
is a critical area of maintaining a corporate image and it is important and also very much vital
to understand that it is the retained patients who create the new ways of market expansion by
bringing new clients to the organization through word of mouth and good will. Thus adding
quality and improving the quality of the care services is important. At first, the evidence
based practice protocols must be incorporated in the organizational culture and it is very
much important that the bioethics such as beneficence, non-maleficence, totality, integrity
and autonomy must be practices by each and every staff of the organization to improve the
care quality. Secondly, strong organizational laws and policies should be formulation to order
to bring about effective inter and trans-disciplinary collaboration in the prevention and
management of various clinical conditions in the Caring Angel hospital. For this reason, more
staffs from various health disciplines must be recruited and involved in the care process and
thus it is critical in order to improve the patient centered care practices and the organizational
market expansion by allowing more client to seek and address their health needs in this health
care organization itself – the formation of multidisciplinary teams with doctors, surgeons,
nurses and the allied health care practitioners is important and very much pivotal as well.
Adding value to the organization and lifting the morale of the staffs is very much a
vital goal under the above mentioned circumstances and it is vital that both the employees

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and the patients who are the main clients of the hospital bringing in the revenue are valued
properly in order in order to retain the client base and expand the market and strengthen the
market position of Caring Angel hospital is a very effective manner. At first, interesting
salary or pay scale must be designed and planed for the employees that have the required
benefits with incentives and with the health insurance coverage for the employees so that they
feel secure in the organization (Meacock, 2019). This is an important strategy. Next, having
proper appraisal schemes that are undertaken on an annual basis is again very much vital to
the value the employees and monthly reward and recognitions programs are equally
important to address the esteem and belonging needs of the employees, thus adding value to
the clinical and the supportive staffs in the health care organization. This would also improve
and lift the morale of the staffs in the clinical scenario (Reynolds et al., 2017). As for the
patients who are the clients of the organization, it is ethically and clinically very important to
value them and this is a critical way of increasing the business growth of the company as well
(Cooke, 2016). At first, the organization must train the staffs with quality care protocols and
with cultural competence language as well so that they apply the proper soft skills and the
verbal and nonverbal communication skills to address the patient needs in terms of health,
social and cultural as well. Providing lucrative insurance covers and providing cost effective
bundle services to patients are important ways of adding value to the patient care services
(Lamont et al., 2016).
Create a strong team environment through effective interpersonal skills and through
effective collaboration skills is very important. Promoting team exercises such as empathy
building exercises, social psychology processes uplifting the culture and the moral of the
employees is a very important process in the fulfillment of the goal of creating a strong team
environment (Kapur et al., 2016). Promoting psychological safety in each and every staff and
providing a sense of security to the staffs and promoting collective behaviors, consensus

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building, interpersonal risk taking and clinical leaderships in order to guide others through
supervision, education and peer support are critical methods that should be used to develop a
collective spirit in the health care teams. The health managers and the supervision must be
audits and supervisory skills to bring about a transformational change in the team behavior
that would again lead to betterment of patient service, patient satisfaction and market
expansion of the health care organization.
In order to create the hospital's competitive edge, It is important that the bundles
services, insurance policies, the referral programs and the ease of the accessibility of the
services are bettered in order it an competitive edge over the other health care facilities in the
same area.
One approach that the hospital could use for acquiring a larger market share given the
prevailing financial circumstances is through collaboration with the community care workers
(Filipiak & Jasińska, 2018). Community services or rather the extended hospital services in
the community areas or at different parts of the society is critical and it is highly important
that the Caring Angel hospital has in its network - the community workers, the social
workers, the health care managers and community nurses, community level general
practioners in order to source the client and increase the market in the other territories as
well.
The two value-added services that Caring Angel Hospital could offer to strengthen its
value proposition are the health insurance services offerings that can both the address the
financial aspects of the clinical service and also cover the financial expenses of the patient as
well as of the patient’s family in the future. Telemedicine can be another important value
added service that can improve the market expansion, market value and the expense of the

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patient through a more cheap online health information technology mediated medical service
delivery to the clients

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REFERENCES
Cooke, H. (2016). Changing discourses of blame in nursing and healthcare. In (Re) Thinking
Violence in Health Care Settings (pp. 71-90). Routledge.
Filipiak, B. Z., & Jasińska, E. (2018). Changes in the Approach to Measuring Efficiency of
Public Healthcare Organisations. Zeszyty Naukowe Wyższej Szkoły Bankowej w
Poznaniu, 78, 87-101.
Fiondella, C., Macchioni, R., Maffei, M., & Spanò, R. (2016, September). Successful
changes in management accounting systems: A healthcare case study. In Accounting
Forum (Vol. 40, No. 3, pp. 186-204). Taylor & Francis.
Kapur, N., Ibrahim, S., While, D., Baird, A., Rodway, C., Hunt, I. M., ... & Appleby, L.
(2016). Mental health service changes, organisational factors, and patient suicide in
England in 1997–2012: a before-and-after study. The Lancet Psychiatry, 3(6), 526-
534.
Lamont, T., Barber, N., de Pury, J., Fulop, N., Garfield-Birkbeck, S., Lilford, R., ... &
Fitzpatrick, R. (2016). New approaches to evaluating complex health and care
systems.
Meacock, R. (2019). Methods for the economic evaluation of changes to the organisation and
delivery of health services: principal challenges and recommendations. Health
Economics, Policy and Law, 14(1), 119-134.
Reynolds, A. C., Paterson, J. L., Ferguson, S. A., Stanley, D., Wright Jr, K. P., & Dawson, D.
(2017). The shift work and health research agenda: considering changes in gut
microbiota as a pathway linking shift work, sleep loss and circadian misalignment,
and metabolic disease. Sleep medicine reviews, 34, 3-9. Bmj, 352, i154.

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Vincent, C., Carthey, J., Macrae, C., & Amalberti, R. (2017). Safety analysis over time: seven
major changes to adverse event investigation. Implementation Science, 12(1), 151.
APPENDIX
FIG 1 : Organizational chart
Board of directors
President of the board Board of directors
Therapeutic service centre Diagnostic service centre Administrative service
centre
Financial services
centre
Supportive services
centre
Therapy centre
Pharmacy centre
Nursing centre
Dietary centre
Radiology centre
Cardiology centre
Neurology centre
Facilities centre
Information centre
Admission centre
Billing centre
Budget and planning
Accounting
Emergency
preparations
Clinical engineering
Facilities and planning
SafetyHR centre Payroll service
Purchasing