Analyzing Continuous Improvement Strategies in NHS: A Report

This report examines continuous organizational improvement within the National Health Service (NHS). It explores features that foster continuous improvement, including equality culture, communication structures, stakeholder relationships, and research and development. The report anal...Read More

Manage continuous
organizational improvement

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 Features of organization that encourage continuous improvements.....................................1
1.2 Leadership and Management styles......................................................................................2
1.3 Features of the learning organization....................................................................................2
1.4 Approaches to introduce and embed changes in NHS..........................................................3
1.5 Approaches for quality improvement....................................................................................3
TASK 2............................................................................................................................................4
2.1 Sources of information for improvement .............................................................................4
2.2 Analyse of information to identify area of improvement......................................................5
2.3 Impacts of proposed changes of NHS ..................................................................................6
2.4 Evaluation of proposed changes............................................................................................6
TASK 3............................................................................................................................................7
3.1 Introduce of required changes to improvements in organization activities ........................7
3.2 Agreed proposed changes with stakeholders........................................................................8
3.3 Produce plan for proposed changes.......................................................................................9
3.4 Design systems and procedures............................................................................................9
3.5 Review the change process.................................................................................................10

CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Continuous improvement helps to company for improving their services. It is technique
which assists to organization for create quality in its services or products. Through this technique
organization can maintain its long term growth. It is also very important to create customers
satisfactions (Benn, Dunphy and Griffiths, 2014).. By providing quality in services customers
satisfaction and their loyalty can be achieved. There are various methods available which helps
to company fro improving their services. For this report National Health Services is chosen
which is UK based public health company. It provides different types of health care services
citizens of UK. The aim of company is to provide free health services to every one. In this
present retort features of organization is described which helps to company fro continuous
improvement. Organization's leadership and management styles are discussed which helps to
them for improving quality services (Capuzzi and Stauffer, 2016). Furthermore, this report also
defines different types of approaches which is used by company of improving their services. This
report Analyse proposed changes which helps to them fro solving internal problems of
company. At last this report make systematic plan for implementation those proposed changes.
TASK 1
1.1 Features of organization that encourage continuous improvements
In the complex corporate world, continuous improvement is very important. NHS is the
health care organization, it is essential for the cited firm to make necessary changes in the
workplace to meet with the needs of service users (Benn, Dunphy and Griffiths, 2014). Features
that can create a culture of continuous improvement are as following:
Equality culture: It is very important that NHS behave equal with all patients and
workers. With the help of equality culture cited firm will be able to gain trust of users. Culture
can be explained as; values, tradition, norms, believes etc. of the firm. Continuous improvement
and self assessment are interlinked parts (Berger, 2014). If NHS treats all staff members equally
then they will be positive towards the entity and will analyse their strength and weakness which
will help them in providing quality services to patients. This will make them loyal towards the
organization thus, they will put their best efforts for improving services of the organization.
Communication structure: It is another feature that can help in improving the services
of the firm. Due to communication gap staff members fail to understand their responsibilities,
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some time it creates misunderstanding in the workplace (Capuzzi and Stauffer, 2016). By
developing two way coordination, misunderstandings can be reduced to great extent. By this way
medical professionals of NHS will be able to deliver quality care services to users. Thus, cited
firm will be able to improve its facilities and will be able to gain trust of users.
Relationship with stakeholders: It is another feature that can help in continuous
improvement in the NHS. Stakeholders of the organization are patients, other related bodies,
government etc (Csikszentmihalyi, 2014) By making effective communication and building
relationship with them NHS will be able to identify their needs which will help in formulating
effective strategies through which it will be able to satisfy needs of them.
Research and development: It is another feature that can encourage continuous
improvement in the organization. By conducting effective research NHS will be able to identify
occurring diseases and habits of individuals (Cummings and Worley, 2014) . Thus, it will be able
to make plans which can help in making people aware with them, by this way it will be able to
deliver quality services to them.
1.2 Leadership and Management styles
Leader is the person who encourage people to put their best efforts for the welfare of the
organization. Consultative management is the effective style in which managers or higher
authorities consults with their employees and after consultation with them manager takes final
decision. In this authorities of NHS can ask views and opinion of its staff members (Gurman and
Kniskern, 2014). By this way people will fell involved and valuable thus, they will share their
innovative ideas with higher authorities, which would help in improving the services of the cited
firm (Capuzzi and Stauffer, 2016). Consulting with staff members will help in making necessary
changes in operations which will help in improving services of the NHS, by this way staff will be
able to provide quality care services to patients.
The major benefit of Consultative management leadership is successful change
implementation. As senior managers coordinate well with employees and take their suggestion,
this two way communication can enhance trust of staff members on the organization. By this
way any change will be accepted by the medical professionals of NHS. For implementing
changes, senior managers of the cited firm can conduct team meeting and discuss upon the
improvement (Hargreaves and et.al., 2014). Involvement of staff members will satisfy them and
they will accept the changes easily. If leaders do not involve them in decision making process
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then it may be possible hat people resist the changes. Hence, consultative management style is
very effective and help in improving the services of the organization.
1.3 Features of the learning organization
Organizations can learn and can enhance their knowledge by collaborative working. It
helps in knowing the broad aspects of working and new technologies which can help to deliver
quality services to users (Hay and Marsh, 2016). Team working is another feature of learning
organization, by working in a team, people can share innovative ideas and can complete the tasks
in effective manner. Taking feedback is another strategy which can help to identify the strength
and weakness of current process, by this way NHS will be able to identify the lacking points of
current process and can make effective strategies which can help in improving the services of the
organization.
Investment for the development of staff is the best way to improve services of the cited
firm (Hargreaves and et.al., 2014). By organizing development programs and training camps for
the employees, NHS can enhance skills of its staff members thus, they will be able to serve better
to service users.
1.4 Approaches to introduce and embed changes in NHS
Whenever organization make changes in the firm then employees do not accept changes
and they resist it. Kotter and Schlesinger approach is the great concept which defines the reasons
of not accepting changes and explains ways through which firm can make people ready for
accepting modifications. Parochial self interest, misunderstanding, different assessments, etc. are
main reason of resistance (Hayes, 2013 ). Kotter and Schlesinger has defined the six approaches
through which managers of NHS can make people understand about the benefits of changes. Education and communication: It is one of the best way through which managers of NHS
can avoid resistance. If senior authorities communicate the goal and give necessary
training to staff members then they will feel happy and comfortable (Jeston and Nelis,
2014). By this way they will accept changes and will understand the requirements of
modification. Participation and involvement: If managers of NHS involve people in decision making
process then it will enhance satisfaction level of medical professionals thus, they will
accept modifications easily (Hayes, 2013 )..
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 Facilitation and support: To work in completely changing environment is not easily, so
managers need to give time to employees so that they can get adjust in modified
environment (Knowles, Holton and Swanson, 2014). Support is the way through which
managers of NHS can gain trust of its staff members. Negotiation and agreement: If people are not accepting the changes then managers can
negotiate with them and can offer them such beneficial things which can change their
mind. Manipulation and co-option: Some employees do not accept changes easily, but by
involving them more and putting them in the leading role, managers can make them agree
for accepting changes.
 Explicit and implicit coercion: It may be possible that some people do not get ready to
accept modifications then by using the power of the position, manager of NHS can force
them to accept changes.
1.5 Approaches for quality improvement To meet the expectations of customers and maintain standard of corporation, it is
important to deliver quality services. NHS aims to serve quality services to patients. It is
a public health care institution which provides its services in the UK (Kovach, 2016).
Quality improvement approaches assist the entity to increase number of customers and
improve their performance. Following are the approaches used by National Health
services for improving quality in their services. Total quality management: In this approach, organization tries to achieve excellence in
all its functions. This approach applies to all areas of NHS such as healthcare safety, role
of doctors, service time and different types of medical treatment (Kuratko, 2016). By
using this approach, healthcare organization reduces their cost and provide high quality
services to their patients. In NHS, total quality management improves customer
satisfaction and assists the hospital for making competitive strategy for improving quality
of their services. Kaizen: It means continuous improvement. It is long termed approach which assist to
company for improving efficiency services. This approach is used by NHS for improving
health care safety and patient services in more effective manner(Langley, and 2013). This
approach also ensures contribution for every employee in the entity.
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 Benchmarking: It is a process which helps company for establishing the standard in its
products or services. It assists the firm in identifying internal process and adopt changes
according to external environment (Benn, Dunphy and Griffiths, 2014). . By applying this
process, NHS formed voluntary network of healthcare services which help people for
receiving healthcare services. In this process employees perform their tasks team through
this team spirit is build among employees. .
TASK 2
2.1 Sources of information for improvement National health services use various sources of information for improving their
productivity and quality (Berger, 2014).By assessing different sources of information,
company can identify their weak areas in its services and implement changes for
improvements. This helps the firm in making their services better and also, assists
employees in improving their skills and knowledge (Csikszentmihalyi, 2014). By
evaluating information about entity's services from various sources, NHS increases the
level of customer satisfaction. Following are the sources of information used by health
care company for improvements. Feedback from stakeholders: Feedback from stakeholders is used by the organization for
assessing their services. For gathering information from stakeholders,NHS motivated to
their employees for take participation in meetings and raise different question which help
to them for receiving feed backs (Fraley and Hudson, 2014.). These discussions help the
entity for ensuring productive outcomes. After receiving feedback from stakeholders,
organization creates an action plan which provides support to their future strategies for
improvement. Benchmarking: It is the process in which organization makes comparison of their
services with other firm which belongs to similar industry (Hayes, 2013.). This approach
helps company in identifying problems in which NHS make informal conversation with
its customers, employees and other staff members. In this process, company conducts in-
depth market research by using different research techniques which help them in
developing and implementing future strategies.
 Suggestions Schemes: It is an effective management tool which is used by NHS in which
organization encourages employees to submit their useful ideas (Kovach, 2016). It is a
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well-designed process which improves employee’s own work process and their morale. It
is also increasing employee’s job satisfaction level and builds team spirit as well
(Langley and et.al., 2013). By using this approach, NHS reduces the cost and increases its
productivity.
2.2 Analysing information to identify the area of improvement
NHS provide its health care services in the UK (Lindenmayer and Fischer, 2013). There
are a good deals of health care services provided by NHS to their patients such as eye test, dental
care and long term care. Core principle of company is to provide good health care services to
everyone. However, the entity is facing issue in managing their staff members (Marcus, 2016).
There is lack of well trained staff in company which leads to create dissatisfaction among
patients.
For analysing the problem, entity uses external consultants. NHS is involved with many
other organizations, thus, external consultants prove to be the best practice for it. External
consultants have more knowledge about different healthcare standards followed by company.
External consultant has strong skills and management styles (Benn, Dunphy and Griffiths,
2014). He/she conducts meetings with employees and try to understand the problem of them. By
understanding the problems of staff, suggestions to top management of company are provided.
Main problem of organization is lack of well trained employees among hospitals. By
identifying the weak areas of employees, entity develops criteria for improvements
(Cummings and Worley, 2014) . In this process, company develops the strategy for improving
performance of employees and suggesting new ideas for their development. Under this process,
different techniques of training are identified and implemented on improving the work
performance of employees.
2.3 Impact of proposed changes of NHS
NHS is facing problems like lack of well trained employees in company. For solving this
issue, company is giving proper training to their employees. This training helps employees in
providing better healthcare services to their customers (Gurman and Kniskern, 2014).. It also
leads to increase the satisfaction level of customers and productivity of employees and
performances of company is improved Following are the impacts of changes of entity's
activities.
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 Employees: Major impact of training on employees is that it creates job satisfaction
among worker. When employees of organization are satisfied with their , it enhances
better customer's satisfaction (Hargreaves, and et.al., 2014). It also increases the morale
and loyalty of employees towards their job. Employees of National Health Service are
also benefited with training. In entity, most of the interactions with patients is done
through staff members so if they are well trained, it will assist company in improving
their services to a high extent. Systems: Through well trained staff, organization’s working system gets improved. NHS
provides its services in the health sector (Kovach, 2016). So, it is important to provide
correct services to their consumers. Through training, entity improves its work
performance and also, reduces dissatisfaction among consumers. By providing training,
company's systems become stronger and provide better quality in their services.
 Resources: Employee’s training reduces the staff turnover ratio along with and
maintenance costs. Resources helps to company for conducting different types of training
programs (Sampson, 2017). The impacts training on organization resources ia tha
company make effective use of its resources. Through well trained employees NHS
porvides better services to their customers.
2.4 Evaluation of proposed changes
Well trained employees assists to company for achieving their goals. Training is
important part of every organization which improves it effectiveness of employees as well as
company. Using training in health care sector make there services more effective and make
health care system more effective (About the NHS. 2017). Impact of training cover wider area in
entity. In health care sector well trained employees helps to build strong business relation with its
customers (Yang and Cheng, 2016 ) The benefit of training on NHS is that it enhances its
customers satisfaction level of long term and gain customers loyalty. It is also cost benefit
approach for organization. By investing fund in training entity develop reduces it staffs turnover
rate and replacement cost (National Health Service. 2017). Evaluation of training on
organization's activities. Stakeholders: It is consists of employees, shareholders and suppliers of company.
Involvement of stakeholder in implementing changes helps to company for developing
strategy and delivering quality in their services. Purpose of stakeholders in improving
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customers services and organization's performance (Continuous improvement. 2017)..
Impacts of training on stakeholder of NHS is that it provides useful information to
shareholder, improve skills and improved time quality in their services.
 Cost benefit Analysis: Under this approach entity calculated and comparing benefits of
decisions and policy with regard to organization's activities (Cummings and Worley,
2014) . The main purpose of this analysis is to check benefits of investment decisions and
to compare total expect cost to expect benefits (Hayes, A.F., 2013) To give training to
employees and hire external consultant is cost effective decisions. For NHS it is cost
effective technique which helps to company for improve their staff turnover and reduce
replacement costs.
TASK 3
3.1 Introduce of required changes to improvements in organization activities
Implementing changes in organization's activities company helps to company for making
their services better and advance (Hay and Marsh, 2016). These changes assist to organization
for attending their business growth. This approach helps to entity for developing market strategy. Leadership and management abilities: leaderships and management abilities of
company make their employees motivate d and helps to them fro achieving organization
goals. Main objective of NHS is to provide health care services of people of UK (Gurman
and Kniskern, 2014). Service area of NHS is very wast. Organization provides in services
in different area of health care. Its leaders and managers ensure to make contribute for
their employees in every activities so employees are make more efforts to perform better
(Cummings and Worley, 2014) . Entity's leaders and managers ned to focus more on
developing quality in services and motivated to employees for more commitment towards
their work. Job roles and responsibilities: For making changes in job and responsibilities NHS use
two approaches. Job enlargement and job enrichment. In job enrichment management of
company motivate to employees and assists to them for learning new skills
(Csikszentmihalyi, 2014.). It reduces boredom and create better work environment which
promotes positivity and generated maximum productivity. This approach helps to NHS
for create more job satisfaction among employees. Job enlargement means extending
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range of duties and responsibilities of employees on the same level (Berger, 2014).. NHS
use this approach to make their employees experts in particular work and divide their
work in small units.
 Equipment: NHS can make changes in adopting new equipments for creating more
quality in their services. Shortage of different types of advance equipments create
problems for organization (Benn, Dunphy and Griffiths, 2014). . NHS provides it
services to entire UK. There is lack of proper equipments facilities in pathology
laboratories that diagnose cancer. To overcome with such situation organization need to
develop to use more advance technology and equipments for making their services better.
3.2 Agreed proposed changes with stakeholders
There are numbers of stakeholders in National Health Services which are affected by
changes such as customers, doctors and staff, suppliers and government of UK. All of these are
important stakeholders of NHS which are highly effected by proposed changes (Berger, 2014)..
Stakeholders assists to entity for developing strategy and improve performances of company. Negotiation: To make agree stakeholders for changes in entity they make negotiation
with stakeholders. There are many techniques of negotiation. This technique assist to
company for implementing those changes. For negotiation NHS make effective
communication with stockholders (Capuzzi and Stauffer, 2016). . Two way
communication is effective process that reduce misunderstanding which occur during
changes. This technique provides desire results to everyone. Public relations: Another technique used by company is focused on public relations. To
make agree stakeholders of company it is important for company that proposed changes
make good public relations (Csikszentmihalyi, 2014). In NHS patients play key role to
develop public relations. Well trained employees helps to company's customers for
provide quality in their services. Quality is developed thorough by providing good health
services to people.
 Feedback process: For making changes effective NHS can apply feedback process in its
process. Receive feedbacks from various stakeholders helps to company to improving
their changes and make effective implementation of those changes (Hargreaves and et.al.,
2014). In process organization receive feedbacks from stakeholders by asking questions
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and also encourage to stakeholders for giving their valuable ideas to making changes
effective.
3.3 Produce plan for proposed changes
For making employees well trained in NHS organization and make communication with
stakeholders of company following points are included in produce a plan. PRINCE 2: It is effective technique used by company for making their project more
quality in management, control organization's activities and maintain consistency project
management (Jeston and Nelis, 2014). The purpose of this methodology is to make
continuous improved in business and maintain quality in services (Knowles, , Holton and
Swanson, 2014.). By applying this project model in NHS company apply changes and
defined role and responsibilities of company. Monitor: In motoring process company identify different area of implementing changes.
NHS can identity different area to making their employees for well trained (Kuratko,
2016.). This process ensures progress of project and quality of services which provides
by NHS and keep systematic review upon their projects. Measurement: In this process organization evaluate their projects detail by measuring
their standards time with actual performance (Langley and et.al.,2013). For measuring
training process company evaluate employees present skills and their future
requirements.
 Time scales: time is important factor for plan. By setting time scale for their changes
organization make sure they project meet their deadlines (Lindenmayer, and Fischer,
2013). Time scales helps to NHS for making their projects more effective for
implementing changes.
3.4 Design systems and procedures
Systems design management helps to company for implementing changes for effectively
in organization (Milnitz and Tubino, 2016). In this process organization continuous
improvement. For implementation of changes organization need to gather information resources
these resources assists to company for developing effective planning. By gathering resources
such as finance company develop effective changes. By gather require fund from different
stakeholder company can trained their employees (Marcus, 2016). Two way commination is
effective producers which apply by company for implementation of changes. NHS is also using
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this technique so they can explain importance of changes to their stakeholders in more effective
way. This approaches helps to company for implementation of changes and make employees
trained (Mols, 2013) . It also gives useful information to stakeholders fro making business
decisions..
Under Policies and producers company make effective policies which helps to them for
making changes (Prochaska, 2013). In policies company adopt different types of policies which
helps to them for making effective training.
3.5 Review the change process
To review improvement process following steps are taken by national health services. Monitoring: to review plan of company it is important to monitoring plan. In this
method's organization make continuous motoring on changes (Sabatier and Weible,
2014). This motoring methods helps to company for reviewing their process on time and
make changes according to it Receive feedback: Receiving feedback form stakeholders and different source of
information help to company for improving their changes (Sampson, 2017). By asking
various questions from stakeholders organization make strategy according to its
 Performance measurement: Under this process NHS check there expectation level of
services and actually services provides by them (Yang, Lee and Cheng, 2016). For
implementing changes organization they develop performance measurement systems in
their process which helps to them fro making further changes in organization
CONCLUSION
For surviving in today's competitive world it is important for making continuous
improvements in organization systems. This continuous improvements help to company for
making quality in their services and make effective use of their resources. If entity's employees
are well trained they it add value in services of organization. The continuous improvement assist
to company for increasing productivity employees and organizations. From the above report it
concluded that by applying different types of continuous improvements approaches National
Health Services enhancing values of its services. NHS provides services health care sector.
Company is trying to give training to their employees so they make better interaction with their
customers. For making changes more effectively entity also involved their stakeholder for
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implementation of changes. From the above report it can also conclude NHS 's management is
also highly flexible for adopting changes. For applying different changes in their management
they improved quality in services. However, for giving more quality in services company need to
focus on advance technology which helps to them for providing better quality in their services.
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<http://www.nhs.uk/aboutNHSChoices/Pages/ContactFilter.aspx>. [Accessed on 29th
January 2016]
Continuous improvement. 2017. [Online] Available through:
<http://businesscasestudies.co.uk/corus/continuous-improvement-as-a-business-strategy/
continuous-improvement.html#axzz4XFo2WOvW>. [Accessed on 29th January 2016]
National Health Service. 2017.[Online] Available through:
<https://www.gov.uk/government/topics/national-health-service>. [Accessed on 29th January
2016]
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