Bio Luminex Health Care: Communication Process Effectiveness Analysis

This report examines the critical role of effective communication within the healthcare sector, particularly focusing on its impact on patient care within Multidisciplinary Teams (MDTs). The research, conducted for Bio Luminex Health Care Limited, investigates the importance of communication in delivering quality customer care services. The report explores the significance of clear communication for immediate understanding of patient needs, emotional support, and the identification of specialized requirements. It also delves into strategies for enhancing communication, such as streamlining channels, encouraging mobile collaborations, and prioritizing face-to-face interactions. Furthermore, the report identifies potential challenges in developing effective communication processes, including time constraints, and proposes solutions to overcome these obstacles. The literature review provides a comprehensive overview of previous studies, establishing a theoretical framework for the research. The report concludes with recommendations aimed at improving communication practices and ensuring better patient outcomes within healthcare settings. This report is available on Desklib, a platform offering past papers and solved assignments for students.

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Table of Contents
Chapter 1: Introduction....................................................................................................................1
Overview of the research.............................................................................................................1
Background of company..............................................................................................................1
Rationale of research...................................................................................................................2
Research aim................................................................................................................................2
Research objectives.....................................................................................................................2
Research questions.......................................................................................................................2
Chapter 2: Literature Review...........................................................................................................3
Importance of communication for the process of effective customer care service.....................3
Way through which a better communication can be established for a specific area...................4
Issue that can be faced by a company while developing an effective communication process in
MDTs...........................................................................................................................................6
Strategies for eliminating the challenges faced in communication process by MDTs................6
Chapter 3: Research Methodology...................................................................................................7
Chapter 4: Data Analysis.................................................................................................................9
Chapter 6: Conclusion and Recommendation................................................................................24
Conclusion.................................................................................................................................24
Recommendation.......................................................................................................................24
Chapter 7: Reflection and alternative research methodology........................................................25
REFERENCES..............................................................................................................................27
Appendix........................................................................................................................................30

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