Impact of Communication Skills on Healthcare Service Quality

This report delves into the critical importance of communication skills within health and social care settings, emphasizing their direct impact on patient satisfaction and service quality. The introduction highlights the central role of communication in healthcare, noting its significance in improving patient outcomes and experiences. The report explores the application of evidence-based practices, the skills required for ethical research, and the importance of effective communication techniques. The literature review examines the relationship between communication skills and patient satisfaction, referencing various studies and highlighting factors that influence patient satisfaction levels. The report assesses the viability of the student's project proposal and outlines the research methodologies, including research design, approach, data collection, and analysis. The study aims to identify the significance of communication in evidence-based practices, determine factors influencing patient satisfaction, articulate challenges faced by healthcare practitioners, and propose methods for improving communication practices to enhance service quality and patient outcomes. The report also assesses the personal research process impact and evaluates the journey towards contributing to innovation and improvement in evidence-based health.

Fundamentals of Evidence-based
Practice

TABLE OF CONTENTS
TOPIC: ............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Role of researcher for evidence based practice in health and social care.............................1
M 1. Assessment of own current skills and knowledge in being able to conduct a literature
review in health and social care towards evidence based practice. .......................................2
D. 1 Evaluate the skills required to conduct ethical research.................................................3
Literature review to identify the importance of communication skills in raising the quality of
services to care users..............................................................................................................3
M.2 Critically assess the viability of own project proposal in relation to the literature review
conducted................................................................................................................................4
INTRODUCTION...........................................................................................................................5
Background of the Research...................................................................................................5
Aims and Objectives...............................................................................................................5
LITERATURE REVIEW................................................................................................................6
M. 3 Justify rationale for proposed research study based on research topic..........................7
RESEARCH METHODOLOGIES........................................................................................7
Introduction............................................................................................................................7
Research Methods..................................................................................................................7
Research Design.....................................................................................................................8
Research Approach.................................................................................................................8
Data Collection.......................................................................................................................8
Data Analysis..........................................................................................................................8
Influencing positive change in health and social care practice..............................................8
D.2 Assesses the viability of the research proposal...............................................................9
M. 4. How the personal research process has an impact on own learning and practice in the
workplace.............................................................................................................................10
D. 3. Evaluation of own journey towards contributing to innovation and improvement in
evidence-based health...........................................................................................................10
CONCLUSION..............................................................................................................................11

REFERENCES..............................................................................................................................12

TOPIC:
Communication skills in practice: the influence of communication skills and techniques
on outcomes for service users in a health or social care service
INTRODUCTION
Communication in a healthcare setting is one of the most important tools that provides
great patient care and improving the patient satisfaction. However, lines of communication can
frequently be crossed as well as lead to power patient satisfaction scores, illness or worse.
Evidence based practices is the best available evidence to guide nursing care as well as to
improve the outcomes of the patient (Noe and et.al., 2017). Communication is the heart and
backbone of healthcare and social care. If communication is not effective, it is not possible to
achieve desire goals and objectives as well as fulfil the needs and expectation of patients. The
perception of patients with regard to quality is mainly depends on the interaction made by the
healthcare practitioners. If communication is not effective, that it is not possible to understand
the needs and expectation of patients. In this present research, researcher will use various
techniques and methods to identify the importance of communication skills in raising the quality
of services to care users.
Role of researcher for evidence based practice in health and social care.
Evidence based practice integrates conscientious and explicit use of the best available
evidence for effective decision making to improve the care of patients. Health and social care
practitioners aim to safeguard the patients and minimize the harm and risk to the patients.
Evidence based practice comprises of patient choice, up to date research and clinical expertise by
effectively making resources and professional available for effective results and healthcare
outcomes in accordance with legal and ethical framework. It has been critically analysed that,
evidence based practice is the integration of the best clinical experience, research evidence and
client desires. Clinical expertise are those of professional clinician's knowledge, experience,
education and skills. It helps in critically understanding the needs and want of the patient which
helps health practitioners to effectively take decision in a systematic manner to achieve desired
results and outcomes which leads to patient satisfaction (What is evidence based practice, 2019).
The main advantage of evidence based practice to patients is that, it helps in increased
consistency and confidence in practitioners as they have ample amount of knowledge and
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provide the same level of care to all patients. It also leads to reduce in variation of services and
also reduces the amount of time wasted on ineffective and inappropriate care options. Evidence
based practice helps practitioners in professional empowerment through improve knowledge. It
also helps in increased quality of care and service to patients through positive results and
outcomes by giving satisfactory services to patients effectively and efficiently. Evidence based
practice helps in increased professional confidence by applying critical approach to the problem
and finding effective solution for efficient healthcare results and outcomes. Evidence based
practice helps National Health Service (NHS) in effectively enhancing the quality of care and
service to patients by enhancing confidence in the workplace with the help of effective decision
making which result in enhanced care outcomes to the patients. Evidence based practice also
helps NHS in reduced number of complaints and litigation by effectively applying practices at
workplace which leads to enhanced performance and productivity (Chapter 7 The Evidence for
Evidence-Based Practice Implementation, 2019). It also helps NHS in increased cost
effectiveness and information for allocation of resources effectively and efficiently.
The skills and qualities needed to conduct a literature review in health and social care.
A researcher must use all information from ethical and valid sources to give effective and
critical reviews on the particular subject matter of the study for more accurate and viable
understanding on the subject matter. A researcher must have an effective skills to conduct a
survey on the particular area of study effectively and efficiently which helps in filling the gaps
on the particular knowledge of the study. Research must be conducted on a timely manner
without posing harm on the resources of the environment. Researcher must have ample amount
of knowledge to critically analyse the subject matter of the study. Researcher must use various
conceptual and methodological framework to critically compare and contrast the subject matter
of the study to give critical solution to the particular problem.
M 1. Assessment of own current skills and knowledge in being able to conduct a literature
review in health and social care towards evidence based practice.
I have intellectual skills on the health and social care in accordance with evidence-based
practice. This will help in accurately and critically analysing the subject matter by comparing
and contrasting with various authors. I have information literacy on the subject matter which will
help give in depth analysis on the particular area of study. I aim to conduct research on a timely
manner for effective results. I also have synthesized skills and writing skills by effectively
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comparing and contrasting the area of study which results in effective understanding on the
practice of effective communication skills and techniques which leads to higher patient
satisfaction in health or social care service.
D. 1 Evaluate the skills required to conduct ethical research.
Research must be conducted on a timely manner without posing harm on the resources of
the environment. All the information has been collected from the valid and reliable sources using
effective journal articles and references.
Literature review to identify the importance of communication skills in raising the quality of
services to care users.
To identify the significance of communication is healthcare practices.
(Foronda, MacWilliams and McArthur, 2016) sought to analyse that, communication is
an effective and significant tool to provide enhanced patient care and services which leads to
improve patient satisfaction in National Health Service. Good communication practice helps
patients build up their confidence with reduced anxiety which will help clients to feel at ease
effectively and efficiently. Implementation of good communication practice in health and social
care helps patients feel more valued to achieve desired results and outcomes with increased
patient satisfaction. Effective communication helps to mitigate conflicts which helps in building
strong relationship between patients and healthcare practitioners such as doctors, nurses to
deliver better results and outcomes (Evidence Based Practice in Health and Social Care, 2019).
Clear and effective communication also helps in maintaining good standard of health and social
care to deliver the best quality services to the patients in an effective manner. Effective
communication is crucial to the NHS, for specialized healthcare practice and transmission of
knowledge and information for strategic decision making which help improve health of the
patient.
According to (Vermeir and et.al., 2015), healthcare practitioners not only requires
scientific knowledge but also requires effective interpersonal and intellectual communication
skills in addition with technical abilities and skills to achieve desired results and outcomes.
Effective communication is an integral part for NHS that will have a positive impact on the
patients. (Reeves and et.al., 2017) argued that, along with effective communication, health care
practitioners of National Health Services (NHS) must also emphasize on effective clinical
training for improved results in health and social care services to patients. Effective
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communication also helps in building strong relationship and trust between patients and NHS for
effective results and outcomes. Good communication helps in increased influencing patient's
emotional health and leads to higher patient satisfaction.
To determine the factors influencing the satisfaction level of patients.
(Snibsøer and et.al., 2018) carried out a study and states that, patient satisfaction is the
key tool for measuring and analysing that whether the healthcare services meet the needs,
requirements, and expectations of the patients effectively and efficiently. Patient satisfaction and
their impact on recovery act as the valuable tool to evaluate health care services and quality.
Evidence based practice aim at taking informed decision to maintain high standards of medical
effectiveness with effective healthcare services. Healthcare practitioners aim at meeting patient
expectations and also analyse any deficit which will lead to improved health care services.
(Proctor and et.al., 2015), strived to establish that, higher satisfaction ratings leads to fewer
complaints and lower medical disputes which leads to increased hospital assessment and better
patient recovery. Patient satisfaction is a useful tool to assess measures of communication
effectively and efficiently. Patient satisfaction depends on various factors such as privacy and
confidentiality, effective results and outcomes, time of recovery, healthcare quality which helps
in analysing and monitoring patient satisfaction. Patient satisfaction helps in increased quality of
life which leads to higher operational efficiency and productivity for patients. Patient getting
higher care and services leads to higher level of satisfaction. Cleanliness and hygiene with
improved technology and sanitation also helps in achieving improved patent satisfaction. Patient
satisfaction can be increased with improved interpersonal and communication skills for higher
results and outcomes in National Health Services (NHS).
M.2 Critically assess the viability of own project proposal in relation to the literature review
conducted.
It has been critically evaluated that the data collected are from authentic sources and are
true and correct with the critical viewpoints of various authors. The data has not been collected
from Wikipedia and do not hamper the reliability of literature review.
To provide ways to bring improvement in the communication practices of healthcare users to
bring better outcomes for service users.
D. 2.
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INTRODUCTION
Background of the Research
This present research is based on the importance of communication is health and social
care in raising the quality of services to health and social care. National healthcare services
(NHS) are chosen for research as it is one of the biggest healthcare institution in United
Kingdom. Recently, the report shows that 75 percent of service users at health and social care
organisation are not satisfied because of poor communication is affecting there health outcomes.
Thus, this research will focus on effectiveness of communication within organisation.
Aims and Objectives
Aim:
“ To identify the importance of communication skills in raising the quality of services to
care users. A study on National Healthcare Services (NHS)”.
Objectives:
 To identify the significance of communication is evidence based practices in healthcare.
 To determine the factors influencing the satisfaction level of patients.
 To articulate the challenges faced by healthcare practitioners in communicating with the
patients.
 To provide ways to bring improvement in the communication practices of healthcare
users to bring better outcomes for service users.
Research Questions:
11 What are the significance of communication is evidence based practices in healthcare?11 What are the factors influencing the satisfaction level of patients?11 What are the challenges faced by healthcare practitioners in communicating with the
patients?11 What are ways to bring improvement in the communication practices of healthcare users
to bring better outcomes for service users?
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LITERATURE REVIEW
As per the Arnold and Boggs, (2019) there is string relationship between communications
skills of healthcare practitioners and capacity of patient to follow through with medical
recommendations and adopt preventive health behaviour. Good communication is essential for
better patient satisfaction in evidence based practices as it allows in building interpersonal
relationship. It is fact that, healthcare practitioners should have effective communication skills so
that they could deal the with health of patients in right way. Evidence based practices is the best
available evidence to guide nursing care as well as to improve the outcomes of the patient.
However, Kurtz, Draper and Silverman, (2016) said that, patient satisfaction is also depends on
some other factors such as accessible opening hours, cleanliness and hygiene at hospitals, tools,
machines and equipments, infrastructure, privacy setting and many other such factors which are
also straightly influence the patient satisfaction. If cleanliness, patient will nit feel comfortable
and recovery is also not possible. Cleanliness is said to be the strongest forecaster of the
satisfaction of patients. Moss, (2017) argued that, tools, machines and equipments should be well
in condition and certified. It is very important at to have a certified and efficient EHR system,
surgical and service line technologies should also be very impelling so that the outcomes of
patients is better.
As per the findings of McCormack and et.al., (2017) privacy setting is very important for
better health outcomes of the patients. Privacy is the right of patients and it is another most
important factors that raise the satisfaction level of customers because owner of hospitals and
healthcare practitioners are not allowed to share the personal information to anyone without the
concern of patients or family. Thus, patient should feel confidentiality in getting treatment from
the hospital. However, Batterham and et.al., (2016) sated some challenges which healthcare
practitioner or care givers face communicating with the patients. Lack of training to care givers
is one of the biggest challenge that is faced by the care givers in communicating with the patients
as it results in poor communication experience which directly influenced the service quality.
Thus, in order to improve the communication gap or issues proper training from expertise should
be provided to the care takers so that there communication skills could be raised. If
communication is not effective than it is not possible to take effective decisions (Latulippe,
Hamel and Giroux, 2017).
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As per the views of Castro and et.al., (2016) communication gap especially internally
because of older and outdated technologies within organisation is another challenge hinders
effective communication as well as leads to decline the satisfaction level of patients. Thus, in
order to bring improvement in the internal communication, healthcare organisation need to use
current methods such as vocky-tocky, use of smart phones, email, messaging etc. Boosting
mobile collaboration is another way to improve the communication gap within organisation, for
example installing application like Internet Of Things (IOT) so that patient can contact with
doctors regularly that also leads to better health of patients especially in evidence practices (Belt,
2017).
M. 3 Justify rationale for proposed research study based on research topic.
Satisfaction is very important in health and social care because it is directly connected
with the health outcomes. The reason for choosing the topic importance of communication in
health and social care is that it is fact that in UK, the satisfaction level is highly declining
because of poor communication. Thus, researcher is highly interested to understanding the
importance of communitarian as well as factors associated with the patient satisfaction. Further,
the academic interest of scholar is also another reason which leads to consider this research topic.
Moreover, this research will also aid scholar to gain knowledge of the study in order to conduct
future research in better way.
RESEARCH METHODOLOGIES
Introduction
This is one of the most important part when it comes to conducting the research.
Researcher will apply various tools and techniques to answer the research question in very
effective and efficient way (Johnson, Gibbs Grey and Baker-Bell, 2017). Research
methodologies is the technique of process which is used to collect information and data for the
purpose of making business decision.
Research Methods
Qualitative and Quantitative are two main methods that helps in carrying out the research.
When researcher needs to determine the problem by obtaining numerical or statistical values
than research is called as quantitative research (Kumar, 2019). On the other hand, when
researcher needs to understand the issues on understanding of attitudes, opinions, belief than the
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data is called as qualitative research. In this preset research, scholar will use qualitative methods
as all the information are based on secondary methods (Sim and et.al., 2018).
Research Design
Research Design is the framework which defined technique the is used by scholar in
order to mix several important elements of the research is a logical way. Deductive and Inductive
design are mainly two type of research design that is used in the research. In this present
research, researcher will use descriptive research design so that the case and design of the study
will be designed properly (Mackey and Gass, 2015).
Research Approach
The plan and process for research from broad assumption in order to select the methods
of data collection, analysis and interpretation is called as research approach (Stanley and et.al.,
2015). Deductive and Inductive are two approaches that is mainly used in the research.
Researcher will use inductive approach.
Data Collection
The process that is used to collect the data from the valid methods either primary or
secondary or it can be both (Forman and et.al., 2015). The data which is collected from
interview, survey, observation is called as primary methods, whereas the data which is collected
from other sources like books, journals, government publication are called as secondary data. In
this present research, researcher will use to collect data from secondary sources (Silverman,
2016).
Data Analysis
After the collection of data, researcher have to look for the data analysis. Qualitative and
Quantitative methods and Qualitative are two methods that is used for data analysis (Riff and
et.al., 2019). When the data is analysis by using statistical tools like SPSS and spread sheet than
data is analysis through quantitative methods (Bresler and Stake, 2017). The researcher will use
qualitative data analysis under which researcher has used thematic analysis which focuses on
fixed themes and patterns presented in the data
Influencing positive change in health and social care practice.
Positive change in health and social care practice influence patient satisfaction and leads
to higher operational efficiency, performance and productivity which leads to improved results
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and outcomes. Implementation of new and improved technology which helps in better treatment
and outstanding outcomes (Noe and et.al., 2017). Evidence based health and social care practice
in National Health Services (NHS) helps in effective decision making which leads to improved
and effective care for patients.
It has been summarized from above research that, implementation of effective
communication tools helps in building strong communication with the practitioners and patients.
Improved training practice to healthcare practitioners helps improved current service and care
which leads to high patient satisfaction reviews (Read and Laschinger, 2015). Effective
communication with the patients helps in improved decision making which leads to improved
results and outcomes. Staff with necessary skills and availability of necessary resources helps in
improved evidenced based practice in NHS.
D.2 Assesses the viability of the research proposal.
The research proposal conducted is viable as all the information is collected from valid
and authentic sources as well as the literature review section present the clear understanding of
the aims and objectives prepared in research proposal.
To articulate the challenges faced by healthcare practitioners in communicating with the patients.
(Tsoh and et.al., 2016) sought to determine that, there are various challenges faced by
healthcare practitioners in communicating with the patients which leads to lower patient
satisfaction level and it also hampers the operational efficiency, performance and productivity of
the National Health Services (NHS). Lack of effective training is the major barrier faced by
patients and healthcare practitioners which leads to poor and ineffective communication
(Barriers In Communication In Health & Social Care, 2015). This affects the healthcare
quality and services which impact the health of patients and also leads to lower level of patient
satisfaction. The major barrier is that healthcare practitioners tend to use medical jargon which
act as a barrier to clearly communicate the cause to the patients. In contrast, (Norouzinia and
et.al., 2016) strived to establish that, healthcare practitioners must effectively communicate with
patients and its family members to critically analyse the cause which helps in effective decision
making for better results and outcomes. Psychological issue can be a barrier in communication
which may have negative impact on the patients and act as a barrier to communication which
leads to lower level of patient satisfaction. Disability like hearing impairment, visual disability or
impairment act as a barrier to communication. In relation with this, (Taenzer and et.al., 2017)
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