Operational Management Skills for Healthcare Practice - Unit 10

This report provides an analysis of operational management skills within the context of Beverley Care Home, a healthcare organization with a history of outstanding ratings. It describes the roles and responsibilities of an operational manager in healthcare practices, emphasizing the importance of skills such as communication, professional presentation, and understanding diverse beliefs. The report analyzes the competencies required for developing a leader and operational manager, including managing human resources, operational practices, and project/financial management. It evaluates the requisite competencies for effective leadership, referencing leadership theories and their application to work roles in healthcare. The report also touches upon the importance of effective team building and conflict resolution strategies within the selected organization. Desklib offers a wide range of resources, including past papers and solved assignments, to support students in their academic endeavors.

Developing Operational Management Skills for
Healthcare Practice Managing the team at Beverley
Care Home

Table of Contents
INTRODUCTION...........................................................................................................................1
CONCLUSION ...............................................................................................................................1
REFERENCES................................................................................................................................2

INTRODUCTION
Operational manager is responsible to oversee the organizational activities of the health
care promises, in every type of the organisation operational manager role is supervise, training of
the employees, management of the quality assurance programs etc. In order to meet the standards
of operation management role, manager have to possess and develop some key skills and
conduct operational management essential activities (Acton and Chambers., 2018). Such as the
key skills of the operation management are strong communication, good motivation, strong
negotiation skills, exceptional organisation skills, awareness’s of internal and external
customer’s needs. Beverley Care Home is the health care organisation with the history
outstanding rating from past four years. Within the organisation there are the two unites,
residential and dementia unity 25 peoples in each unit. In this report description of the
competencies as required of chosen operational manager along with the analysis and evaluation
of the leadership skills needs to develop for the effective team management within Beverley Care
Home. Leadership theories and the importance of effective team building and strategies is
analysed for the in context to the selected organisation team management and conflict resolution.
MAIN BODY
LO1
P1 Description of the roles and responsibilities of operational manager in health care practices
Operational managers can be defined as the one that majorly oversees the healthcare
organizational activities of businesses, government organizations and many other organizations.
Operational managers are required both at large as well as small healthcare organizations.
They are majorly concerned with the designing controlling and executing the processes at
various organization that are related to the healthcare practices. An operational manager at a
healthcare centre is responsible for different roles and responsibilities during their course of
work. They basically supervise the daily administrative operations at the centres of healthcare in
order to ensure that everything is running smoothly. They play a major role in monitoring the
expenses so that the excess of costs is not incurred which may seem useless to the organization
unnecessarily ). There are different policies which are prepared by the top level management that
needs to be implemented at the ground level of the company. In this case, these operational
1

managers play an important role by implementing these policies in the best possible efficient
manner.
Roles and responsibilities
The operational managers are also responsible for the resolving the issues of the patients.
They not only solve the issues of the patients but also consider the doubts raised by the doctors,
nurses as well as the healthcare staff so that the healthcare operations do not get affected by the
problem of lack of effective communication. One of the most important role that are played by
the operational manager is that they also train the employees to run the healthcare operation in
the most effective way.
The operational managers are also considered as an important component of healthcare as
they always keep up to date with the heath care regulations in order to avoid any kind of unfair
or unwanted activity that may bring ineffectiveness.
Manger roles and responsibilities
In context to the Beverley Care Home health care practices operational manager key roles
are as follows.
Adhering to the operating budget- That is the key role of the operational manager to
make the financial goal by focusing on effective performance Planed in context to the effective
care of the residents. Operation manager have to manage the selective purchasing and other
spendings in order to ensure the actual budget aligns with the original projection. In context to
the Beverley Care Home this role of the operation manager is essential in context to the effective
performance of the staff members because this is associated with management of crucial
equipment and effective work environment of employees.
Development and establishment of the policies and procedures- In context to health
care practices effectiveness of the Beverley Care Home, that is the role of operation manager to
develop and implement policies and procedures in the health care system in order to manage
effective guidance, this is essential in order to guide day to day activities and reduce the
mistakes, so that's way Beverley Care Home, operation manager Mr Robertson with deputy
manager have to work on their polices development, with improved guidelines. In order to
reduce the staff confusion and clearly job roles.
management of the team of health care professionals- Another key role of the
Beverley Care Home operation manager is management of the team of heath care professionals.
2

For this role manager Mr Robertson have to work on the staff training, motivation programs,
strategic planning and mentoring. Mr Robertson have to implement various strategies and
programs of the motivation, such as manager can evaluate staff performance and provide them
rewards, manager have to also focus on the management positive work environment to increase
collaborative team working.
P2 Explanation of that why the different personal skills are prioritised in leadership through
different operational task in healthcare practices
Personal skills are considering as the soft skills, these skills are also known as
interpersonal and people skills. The key personal skills in context to the operation manager of
the health care system are communication, professional presentation skills, ability to understand
and adapt beliefs values etc. Another key personal skill are respecting and promoting diversity.
Below are the explanation four essential personal skills of the operation manager in context to
the Beverley Care Home and how these skills are prioritised in leadership through different
operational task in health care practices.
Communication- This personal skill is the ability to express own prospective and
information in clear and positive way in different forms such as in oral and written form. Key
communication skills which should be possess or develop by the Beverley Care Home operation
manager Mr Robertson are active listening, empathy, confidence, verbal, non-verbal, observation
etc. These communication skills are essential and needs to develop by the Beverley Care Home
oration manager Mr Robertson and unit manager deputies were Miss Johnson and Mr Baktaria,
in order to manage the management effectiveness and leadership qualities. This communication
skill prioritised in leadership role of the operation manager task in health care practices, as it
helps to communicate effectively with the staff. This is important because this helps to lead the
team for increasing their moral, this also help to increase the understanding among the team and
manager regarding work roles and with the help of effective communication leader can train staff
effectively (Bushuyev and Verenych, 2018) .
Professional presentation skills- This personal skill is defined as the set of the abilities
which enables an individual to interact with staff, and services users to transmit messages with
clarity. That is involving the ability to engage the audience in the presentation. This skill is
prioritising in the operation manager leadership activities in context to the effective management
3

of the health care operational task of the staff training and motivation, through interactive
presentation of the team leading guidelines and producers. For example, in context to the
residential management practices leadership manager can use their effective presentation skills
and clarify things guidance’s effectively to the staff by the aid of which residential care
management is can be done effectively.
Ability to understand and adapt beliefs values – That is another most important
personal skill which should be possess and develop by the operation manager Mr Baktaria I
context to the improvement of the staff performance and morale’s by giving respect to their
beliefs. This skill is prioritizing in healthcare operation manager leadership through operational
task in order to motivate staff for the effective performance by giving respect to the staff values
and beliefs.
Respecting and promoting diversity- In health care organization for meeting the needs
of each and every type of the health services related to the residents of Beverley Care Home,
another most important personal skill which should be possess by the Mr Baktaria to prevent
conflict and encourage collaborative performance, is promotion of the diversity of the staff and
respect of their diversity. This skill has to be priorities in the leadership of the health care
operational task such as in management of employees and their performance (Yu and et. al.,
2018).
M1 analysis of competencies required in developing own role as a leader and operational
manager in health care practices
Competence set of the demonstrable characteristics and skills which enables the manager to
improve their efficiency or performance of a job. This is the ability to do something successfully
or efficiently.
Managing Human Resources- This is the type of competency characteristic which must
be use by the operation manager Mr Baktaria. This sets of the skills are ability to understand
human behaviour, to communicate effectively with other and motivate staff to accomplish their
objectives.
Managing operational practice- This is involving the other sets of the competency
skills such as ability to explore resources effectively and differentiating the operations task for
the efficiency according to the employee’s skills.
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Project and financial management- This is including the sets of skills which should be
possess and develop by the Mr Robertson was the unit Manager and his deputies Miss Johnson
and Mr Baktaria, are technical skills, collecting and storing and processing information to be
shared with other stakeholders for increasing work efficiency (Butcher and Norsworthy, 2021).
financial management putting into place standards and practices that will keep your
organization's projects within budget, reduce waste, and streamline processes.
D1 Evaluation of the requisite competencies to be an effective leader and operational manager in
healthcare practices.
For the critical review of the key competencies of the operational manager it has been
identified that there are the four essential sets of the competency skills such as the managing
Human resources, managing operational practice, project and financial management. All these
competencies are essential for the Mr Baktaria, although they lack these competencies due to the
Miss Brown not like changes due to which team management along with finical and operation
activities cannot achieve. Mr Baktu deputy do not possess the skill of self-stress management.
Miss Jones face issues in management of competency due to the lack of clear knowledge of the
leadership styles (World Bank, 2018).
LO2
P.3 Different theories of leadership qualities in terms of their applications to work roles in
healthcare practice.
In a healthcare system, leaders may work in a dynamic field which is generally
characterised by a constant push to deliver safe as well as the quality care as possible. In this,
while managing things or resources effectively the workers must lead in clinical terms to
succeed. It is because an effective leadership skills or qualities play an important role in
providing the view as well as shaping the culture in an organisation. An effective leadership
qualities among workers also ensures its ability to deal the complex problems that are simply
related to delivery of healthcare settings. The workers can use various leadership qualities or
styles to deliver an effective care in the healthcare system. As these different theories or
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approaches to leadership as well as management will provide the workers a different way to
interact, relate as well as motivate the staff who are under their charge.
In addition to this the above scenario has lack all the leadership qualities which can help
the workers to provide an effective care in the healthcare system. As it is important to have such
qualities in the healthcare settings so that staff can do their work effectively that can help in
developing the quality care for people. As the healthcare system manages many challenges on a
daily routine and the care providers are expected to deliver the possible quality care. In order to
provide the effective quality care the staff of Beverley Care Home are required to acquire such
different theories of leadership that are as mentioned below:
 Theory of Hershey-Blanchard: According to this theory, the workers are born with the
capabilities as well as the correct traits for leading purpose such as effective
communication skills, confidence, social skills and so on. This theory suggests that the
leaders can adjust their style to those workers they can lead as well as their capabilities. It
mainly focus on guiding, collaborating and monitoring the skills of the workers as the
leaders can make decisions and inform their workers what to do. In context with Beverley
Care Home, the staff should follow this theory to develop their skills so that they can
effective produce the quality care (Williams, Bailey and Kemp, 2019).
 Fiedler’s contingency model of leadership: This theory is holds the group effectiveness
that is totally depends on the match among the demand of situation as well as the
leadership styles. It aims at the effective leadership that is possible on coordinate the
leaders style to the right settings. In context with Beverley Care Home, the workers also
should follow this theory so as to positively associated with enhanced worker's
satisfaction and can reduce the rates that can results in adverse health. This theory can
measures the leadership qualities by using the scale called as the least preferred co-
worker scale. In this scale, it can simply ask the workers to rate the feelings about others
with the worker is least enjoy their working. This theory can help to enhance the
motivation among workers as they simply get to know with whom they are enjoying
(Charnetski and Jarvill, 2021).
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P4. Explain how the theories can support aligning the style of management to different context in
healthcare practice.
There are the various theories which support the style of the management to different
context in the health care practices, below is the explanation in context to the health care
operation management.
The Hershey-Blanchard theory
This is called as situational theory of the leadership that basically empower in aligning
the styles of management in a particular healthcare system. As it can refers to those leaders who
contains the capability to acquire the variety of leadership qualities according to the conditions as
well as the improvement level of other staff. This theory is considered as an effective way of the
leadership because it can acquire the staff's requirements and also sets a advantageous balance
for a healthcare organization. In this, this theory contains the directive behaviour of leaders that
should be adapted by them so that they can easily meet the requirements of the workers. The
staff can do so by finding the right balance among supportive as well as directive behaviours.
The staff member's supportive behaviour can reflects the concern for people.
It mainly focus on maintaining a healthy relationship with the workers by simply paying
attention to worker's well being, their personal requirements as well as their security. These
important skills should be adapted by the workers of Beverley Care Home as it can enhance the
well being, security and can establish a healthy relationship among the workers and can deliver a
productive care to the other people as a outcome. Its skills also make the workers to acquire such
flexibility so that they can also access the problematic situations. As these can be well suitable to
leading the health authority that are public through the certification process (Thomas, 2018).
In Fiedler’s contingency model of leadership, it mainly compares the staff to the
problematic situations whereas, the above theory consists a main focus over the characteristics
of the followers. The Fiedler theory can look more at the conditional components so that they
can identify the suitable leadership qualities. The main applications of Fiedler's theory for which
is its used such as leading, motivating, decision making, resolving the conflicts. It is important
for a healthcare organisation as by utilising these such applications or approaches the staff
members can be more effective when they are managing for an effective quality care. This theory
is used as there will always be some particular conditions which will purely alter or challenge the
workers. Therefore, the staff member must be willing to acknowledge the fact that member's
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success will depends partially on their conditions in addition to their personal skills (Chernov
and Sornette, 2020).
The staff members should perform variety of activities like constructing the structure of
healthcare organization, planning aims, motivating the workers, decisions making as well as
resolving the conflicts. Most of the members can improve their way to perform their duties and
also accomplish their aims by using some methods of leading or approaches. In addition to this,
these kind of achievements can be limited if the members can believe on the quality standard or
approaches. As the role of Fiedler’s contingency model is to enhance the effectiveness by
utilizing the approaches in management (de Sousa Jabbour and et. al., 2019).
M2 assess the benefits of applying theories of leadership to the practical operational management
of team in health care setting
John Adair’s Action-centred Leadership (1973) leadership is essential for the health care
organization operational management, as it benefits the practical operation management of the
Beverley Care Home by providing grate blueprints for leadership and management of the team,
group and organization. Fielder’s Contingency Model (1958) benefits the operational practices
by providing realistic view of the management, this helps the manager to manage the staff roles
specifically one the basis of their skills with innovative and creative management style. For
example, in context to the Beverley Care Home benefits of applying these theories are
management of the organization operational issues like improvement of the understanding of
their role or increasing of competence (Fitzgerald, 2017) .
LO3
P5. Use theoretical models of leadership to contribute towards the development and management
of a team in the healthcare practices.
The theoretical models of the leadership that make contributions towards the
management as well as development of their team in a healthcare system as the leadership
theories studies the qualities of a good manager. The psychologist analyse and create the
leadership theory and the researchers that attempt to analyse the most common qualities as well
as the patterns of behaviours of a great member. The leadership aspects which is considered such
8

as the personality traits, decision making process, conditions and so on. The theoretical models
generally tends to focus on the qualities of a leader. These theoretical models are based on the
researchers theory and authors and are not necessarily applied in the specific healthcare systems.
These such models are somewhat more theoretical as well as often academic in nature and
encouraged by the researches. These models contains the 3D models of leadership, as in this it
involves some of the key theories that are relating to the situational leadership qualities as well as
the managerial influence on the effectiveness of healthcare systems (Thomas, Servello and
Williams, 2017).
This model theory mainly focus on the effectiveness of managerial and style. It also
determines the various different leadership styles and measure their potency in various typical
conditions specially enlarge the management grid by simply adding the unique attribute of
analysis. In addition to this, essentially adding a key attempt in the concept of situational
leadership by stating that there is no best match of the leadership quality which can basically
applied to all the conditions that usually arises in a particular healthcare organization. The
concept of effectiveness is generally defined by the appropriateness of the specific leadership
styles in any of the conditions. If the managers can effectively lead their healthcare system then
they are more likely to influence the action decisions as well as the overall attitudes of the other
members also in a very positive manner. It is because in an organisation when there is high
morale as well as a positive working surrounding, then the organisation is ultimately set up for
the success (Giddens, 2018) .
In context with Beverley Care Home, the effective members or care providers will
provide the meaningful guidance to their working staff as well as advice for their staff. The
effective leaders or care providers are able to express to their working staff about how to
perform their work tasks more effectively. The managers are also give the solutions to their
problematic conditions which cannot be solved by the workers. By applying these such effective
skills they can improve the their as well as their surroundings well being also. Through this they
can also develop an effective communication so that there can be null chances of having any
mistakes (Saidi, Mutswangwa and Douglas, 2019). This helps in the team development with the
implementation of the appropriate leadership style such as participative and transformational
style, which support the employees in their growth and skills development.
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In context with the healthcare settings, the theories that generally informs about the
management as well as the development of the team in order to promote the positive outcomes
for people includes the Theory of Hershey-Blanchard and the theory of Fiedler’s contingency
model of leadership. As these are the theories which generally explains the importance of team
management and the development as it directly makes impact over the organisation's objective as
well as affect the growth of an organisation positively. These theories can help to develop the
communication skills among the working staff and also establish the positive relationships
among them so that all these collectively results in producing the effective quality care.
Advantages theoretical model of the leadership
 There is the huge possibility of cultivating and develop leaders.
 Flexible patterns of the behaviour and adaptability of unique situation.
Disadvantages of the theoretical model of the leadership
 This can causes employees resentment, paralysis when the boss is unavailable and
limiting creativity, due to the lack of employees performance.
P6 Outlining the different strategies used to resolve conflict arising between individuals in
different context in health care practices.
In the health Care organization like Beverley Care Home conflict between the individuals
in different context is can be can be disruptive conflict, interpersonal conflict, intergroup conflict
and completive conflict. Below is the explanation of some key strategies of conflict management
in context to the Beverley Care Home, which have to be use by operational manager Mr
Robertson (Gloster, A. and Leigh, J., 2021)
Competing- This is the type of conflict management approach, demonstrate the high
commitments to the goals and low commitments to the relationship. Staff members who
competing the approach pursue their own goals at the other party expense. In context to the
Beverley Care Home operation manager, should use this strategy to manage the conflict. Such as
in the residential and dementia unit if the one nurse recognize that another nurse has made error
in amount of the medication which have to be administer to the patient, then that is the
responsibility to meet nursing role goal, by taking the medication out of other nurse hands and
place the correct dosage.
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Accommodating- This is another key strategy of the conflict management under which
manager have to demonstrate low commitment to goal and high commitment to relationship.
This approach is apposite to the competing approach. this occur when a person ignores or
overrides their own concerns to satisfy the concern of other party. This is the type of conflict
management strategy which involves the self-sacrifice to prevent the conflict. This can be
appropriate to use an accommodating approach when one of the nurse in the shift face difficulty
in patient and taking up lot of the time and efforts, then the other nurse in the sift must encourage
to take some of the task of that nurse who is facing difficulty.
Compromising- This is another key approach of the conflict management, which guide
to maintain balance between a commitment to a goals and commitment to relationships. The
main goal of this approach is that compromising approach is a quick solution that will work for
both practices. Normally this is involving the both practices such as giving up something and
meeting in the middle. In other hand compromising is often used in the labour negotiation in
context to the multiple issues to resolved in short period of time. For example, in context to the
Beverley Care Home operational practices, when the one nurse from the other unite is shift with
another nurse, which dose the bare minimum and rarely likes to help colleagues out. Example of
the patient management situation under which it has been two hours since lunch and one of the
dementia resident have not received their lunch tray, then that should be manage by the nurse to
go and look for the lunch tray, which another nurse has to manage the resident behaviour during
the process of lunch eating as the previous nurse having difficulty in with resident behaviour
management (Sachs and et. al., 2019) .
Collaborating- This is another important approach of the conflict management, which
involves the demonstration of the high commitment to goals and also high commitment to
relationship. This approach is use in attempt to meet concerns of the all parties. Trust and
willingness for risk is required for this approach to be effective (Gray, Farrington and Steenberg,
2019).
M3. Analyse theories that inform how the team are managed and develop to promote positive
outcomes for individual in different context in healthcare practice.
In context with the healthcare settings, the theories that generally informs about the
management as well as the development of the team in order to promote the positive outcomes
for people includes the Theory of Hershey-Blanchard and the theory of Fiedler’s contingency
11

model of leadership. As these are the theories which generally explains the importance of team
management and the development as it directly makes impact over the organisation's objective as
well as affect the growth of an organisation positively. These theories can help to develop the
communication skills among the working staff and also establish the positive relationships
among them so that all these collectively results in producing the effective quality care
(Lavrentieva and et. al., 2021).
LO4
P7 Produce a plan to implement change in an area of provision in health care practices
In order to improve the operational task efficiency and competency along with the
management of staff effective performance, Mr Robertson was the unit Manager and his deputies
Miss Johnson and Mr Baktaria have to work on their operation management skills improvement,
leadership style awareness and application along with the development of competency and
conflict management skills or abilities. Below is the illustration of smart plan to make
improvement and changes on the operational management system of the Beverley Care Home
(Lightford and et. al., 2019).
SMART plan of changes and improvement in operational provision of Beverley Care
Home.
Goals Specific Measurable Achievable Relevant Time
bond-
timeframe
Improvement
of the
operational
management
skills.
Operation
manager have to
improve their
communication
and presentation
skills in order to
address the staff
management
issues (Reis and
et. al., 2018).
Verbal,
written,
observation,
understanding
skills will be
developing
with the key
actions like
more frequent
communication
For
achievement of
the success in
this goal
operation
manager have
to set the target
of the each and
every type of
the
This is
essential as it
helps to
address the
staff
management
issues and
increase the
performance
efficiency.
5 months
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task
participation.
Promotion of
the virtual
communication
and embrace
transparency.
communication
skills essential
to health care
system. Such
as
development
of these skills
is can be
achieve within
5 months.
P8 Describe the potential impact of the plan on service provision and outcomes for individual in
health care practices
In context to the Beverley Care Home individuals key impact of the plan on services
provision in health care practices are as follows, which will help the organization to further
achieve the outstanding ratings for their operational practices of the health care practices (Lucci,
2019).
Improvement in the team performance- Operational manager with the improvement of
their leadership style and theories awareness, will be able to improve the team performance by
the application of the appropriate leadership style in context to the team motivation, guidance for
collaborative working.
Clarity of the staff specific roles and responsibilities – With the improvement of
communication skills operation manager of the Beverley Care Home can resolve the issues of
lack of the understanding of staff regarding their roles and responsibilities. Because with the
effective communication operation manager get success in clarifying role of the staff.
Effective operational management of the team- Within the leadership changes and
improvement of the competency along with the implementation of the conflict management
approaches, operational manger and their deputies can effectively manage their team for the
efficient work.
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Excellent management and leadership- With the implementation of effective
competency, leadership and operational skills, operation manager can motivate and guide the
staff for effective working and performance in resident’s health care practices along with the
prevention of conflict.
High level of clients’ participation in care delivery- With the development of
operational management skills and competency operation manager can help out their staff
members with the effective strategies of the client’s participation in care delivery of the dementia
(Melnyk and et. al., 2018).
M4. Analyse the potential impact plan on service provision, practice and outcome for individual
in healthcare practice.
In context with Beverley Care Home, the service provision here includes the variety of
activities such as provision of assistive devices, the rehabilitation services, therapy as well as the
health services. The main purpose of these such service provision plans it involves the ways of
input like workers, equipments, money as well as ethical drugs are combined in order to deliver
the wellness interventions to their members. It also involves the skills as well as performance of
the workers that can simply impact the service provision in a healthcare settings. Their potential
impacts also includes the equality in cultural diversity and the availability of essential facilities
for the staff that directly impact over the delivery of quality care (Mikkelsen, Geisler and Holst,
2021)
D2. Reflect on the effectiveness of own plan to improve an area of provision taking into account
different theories and models of leadership and team building in relation to own
operational leadership skills.
In context to the Beverley Care Home, the effectiveness of an individual's plan on
services provision in health care sectors includes the improvement of the team performance,
effective management and leadership skills, client's participation in delivery of care and many
more. As its aim is to help the organization to achieve the outstanding ratings for their
operational practices of the health care practices (Myers and et. al., 2017). Within the complete
process of the health care operational management learning of the different management skills
went good and now I have decided to develop some more effective management skills.
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CONCLUSION
From the above study it has been concluded that the key roles and responsibility of the
operational manager in the health provision are management of the operating budget and
establishment of the policies and procedures management of the team along with the assurance
of effective work environment and staff motivation. Some of the key skills which have to be
possess by the operational manager are communication, presentation skills, value of the others
and respect of the diversity. Competency which should be possess by the operation manager are
managing human resources, managing operational practice, project and financial management
etc. the key strategies of the conflict management are Competing, accommodating etc. in order to
make the provision changes and improvement operation manager have to work on their skills
development and leadership styles for which they have to make smart plan. Positive impact of
the operation management is smooth health care functioning and its negative impact is higher
financial investment.
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