Evaluating Staff Training Effects on Patient Services at NMC Hospital

This research proposal investigates the effect of regular staff training on the quality of patient services within the NMC Hospital Group. The introduction provides an overview of the research, the organization, and the rationale, emphasizing the importance of staff training in improving patient care. The literature review explores the concept of staff training, identifies areas needing improvement within NMC Hospital Group (surgical and childcare departments), and examines ways to enhance service quality, such as creating training programs using learning styles, Six Sigma, and Total Quality Management. The methodology outlines the data collection approach. The research aims to evaluate the effect of regular staff training on the quality of patient services in the healthcare sector, aiming to identify areas of improvement, and determining the role of staff training in improving quality of patient’s services. The proposal emphasizes the importance of effective leadership and regular training sessions in improving productivity and working capability, ultimately leading to enhanced patient services.

Research Proposal

Table of Contents
Topic “To evaluate the effect of regular staff training on quality of patient services”. A research
on NMC Hospital Group..................................................................................................................3
1. INTRODUCTION.......................................................................................................................3
1.1 Overview of research........................................................................................................3
1.2 Overview of organisation.................................................................................................3
1.3 Rationale of research........................................................................................................3
1.4 Research aims and objectives...........................................................................................4
2. Research Questions......................................................................................................................4
3. Literature Review.........................................................................................................................5
3.1 Concept of staff training sessions.....................................................................................5
3.2 Areas under NMC Hospital Group where improvement is necessary.............................5
3.3 Ways by which quality of services can be improved.......................................................6
3.4 Role of staff training in improvement of quality services................................................6
4. Methodology................................................................................................................................7
DATA ANALYSIS..........................................................................................................................8
THEMATIC ANALYSIS................................................................................................................8
5. Foreseen Limitation...................................................................................................................12
6. Research Schedule.....................................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

Topic “To evaluate the effect of regular staff training on quality of patient
services”. A research on NMC Hospital Group
1. INTRODUCTION
1.1 Overview of research
Team-based care can be defined as a provision of health services to families, individuals
and communities. Here, at least two health providers work in collaboration to provide high-
quality care. Patients receive high quality of services and feel safer, when providers work in
effective manner as a team. Therefore, for delivering better services, it is essential for every
service industry to make investment for optimising healthcare teamwork. In addition to this, for
improving more patient-centred primary care and promising to provide best services,
organisation dealing under hospitality industry, must concern on making improvement in other
fields also (Alam and et. al., 2014). It includes bringing high-technologies to diagnose diseases
of patients and equipments to maintain their medical records accurately. Moreover, risk
assessment is required to be done before preparation of care-planning to provide appropriate
medication, for well-being of patients.
1.2 Overview of organisation
NMC Healthcare is one of the largest private healthcare in UAE, which ranks as the best
leading fertility service providers in whole world. From last 43 years, NMC proves its
commitment to provide best effective services for well of its patients. It has gained trust of more
than millions of patients by providing them personalized care and genuine concern. But from last
few years, this hospital face issues related to provide satisfied services to its patients (Campbell
and et. al., 2014). The reason behind this is to ineffective performance of staff members.
Therefore, to fill service gap in healthcare delivery system as well as offer a continuum of care
to patients, a research has been conducted. It identifies where improvement in service industry is
needed and ways through which the same can be achieved. This organisation was awarded as
leading hospital firm, with continuous development into the contributing its efforts for the people
saving initiatives as well as development of the humanity. Its major focus on service
effectiveness rather than profit generation.

1.3 Rationale of research
This research proposal is strongly related to leadership in healthcare sector. It will mainly
highlight role of regular staff training on quality services of patients (Combes and et. al., 2014).
The research also describes how regular based training sessions of hospital staff can improve
productivity and working capability. It also elaborates that if a hospital conducts regular based
training sessions for its staff then it will directly improve patient services. This clearly claims
that an effective leadership is required by all industry, it simply improves functioning as well as
quality services of every sector (Carayon and et. al., 2014).
1.4 Research aims and objectives
This part of research entails aim on which entire activities of investigation is based. It
also describes objectives which provide guidelines to project-makers to make strategies for
achievement of the same (Gleeson and et. al., 2016). Therefore, for improving effectiveness of
services for well-being of patients in NMC Hospital group, specific aims and research are given
as below:-
Research Aim
“To evaluate the effect of regular staff training on the quality of patient services in
healthcare sector” A research on NMC Hospital Group.
Research objectives
 To evaluate concept of staff training sessions
 To identify areas of improvement within NMC Hospital Group
 To determine ways by which quality of patient services can be improved
 To ascertain role of staff training in improving quality of patient’s services
2. Research Questions
 What are the different ways by which quality of patient services can be improved?

3. Literature Review
3.1 Concept of staff training sessions
According to view point of Han and Hyun, (2015), it has analysed that in health and
social sector, it is essential to provide training sessions to workers. By engaging in such training
sessions, staff members can enhance their skills and knowledge. This would make them to
corporate each other to deliver high-quality of services, for well-being of patients. Training
session can be defined as a program which helps an individual in learning specific knowledge or
skills, for improvement of current performance. By providing good training programs, an
organisation gain opportunity to retain right people at workplace. In context with NMC
Healthcare, it is known for its genuine concern, sincere commitment for overall well-being of
patient and personalized care. This organisation believes that healthcare is not all about
detecting, diagnosing and treating an individual. It is about helping society and individuals to
lead a healthy-life. It pledge to give people- “Hope of a healthy and happy life”. Therefore, to
maintain this commitment and serve best services, it is essential for management to provide
training programs. In this regard, management of NMC Hospital Group offers both mandatory
(Compliance, clinical skill development, privacy etc.) and optional, by role for its staff workers.
Here, optional training includes leadership development opportunities, continuing medical
education and more. These practices help in meeting goals and objectives of healthcare
organisation without overextending resources.
3.2 Areas under NMC Hospital Group where improvement is necessary
According to Heckemann and et. al., (2015), a healthcare institute basically works 24*7,
in order to save life of people that are going through different diseases or met with an accident
and so on. Thus, it is vital for hospitals to focus on various sections on a regular basis and try to
make improvements in order to deliver right services to patients as per their requirements for
better results. In the same way, NMC Hospital Group is offering healthcare services to its
patients. But, there were many areas of NMC Hospital Group where proper modifications were
needed. Some of these are mentioned below:
Surgical Department: This section of NMC Hospital Group was going through different
problems as their was no proper management being done of surgical tools. This led whole
process of surgery to get slower down and became a time taking process for the Hospital which

was impacting upon profit margins as well. In surgical Dept., training should be provided for
using of equipments & tools, which are basically used during the operation, surgery etc. As, this
is the risky case, hence training should be given ion regular basis with continuous evaluation to
evaluate the staff's performance. This type of training is generally given at the time of respective
courses. For surgical Dept., NMC hospital group should provide training to their staff on the
monthly basis, because new equipments have brought up.
Childcare Section: The whole environment of childcare section was not good enough as
toilets of rooms under this childcare department were not up to the mark, i.e. the services are not
provided as per expectation. It includes inappropriate sanitary and unhygienic condition at
hospital premises. Therefore, regular quality check was pretty much required for the same thing
in order to improve overall environment for betterment. Childcare section should be well-
maintained with top level hygiene measurement on a regular basis. As, infection could easily
caught to children, hence, proper cleanliness and neatness is necessity. For this, effective training
should be given to sweeper's and inspector, who take care of such measurements. Equipments
for clean activities be available, so that cleanliness activities must be undertaken with right
motive.
Henceforth, these are the areas in which NMC Hospital Group needs improvement
through which maximum benefits can be given to both staff and to patients as well.
3.3 Ways by which quality of services can be improved
As mentioned by Mohammed and at. al., (2016), quality plays a crucial role in bettering
the overall performance level of a company and it also aid in keeping customers/patients stick to
the place/organisation from which they are taking services. Along with this, there are ample
number of ways through which quality of services could easily be enhanced or improved in
much effective and efficient manner and these are given beneath: :-
Create training programs using learning styles: This is being considered as one of
effective way through which quality of services at NMC Hospital Group could be improved.
Offering staff with training sessions using different learning styles may aid individuals in
improving skills and knowledge. Training programs are important to make aware people for
changes or defect to be identified with right motive to make services profitable and effectiveness
for patients. Training should be performed into the pattern of learning styles, which creates
proper knowledge for the person to whom quality checking is to be assigned.

Six Sigma: This approach could be used to eliminate the waste or removal of an element
which is being used less at NMC Hospital Group. This elimination would directly improve
quality of services provided by NMC Hospital Group. It is necessary to provide training to
inspector to make that person efficient and effective, in such a way that waste or any defective
material could be identified in the manner. For NMC hospital group, Six Sigma will be suitable
option, as it is helpful in identifying the errors and provide measures to remove it in the most
possible time.
Total Quality management: Another approach which can be used by NMC Hospital
Group in order to continuously improve ability to offer services that patients will find of
particular value. TQM helps in developing the services to add value proportion for the patients at
their choice money. For NMC hospital group, quality should be checked by inspector, which was
hired with the major purpose to ensure the development of services.
3.4 Role of staff training in improvement of quality services
As mentioned by Morgan and et. al., (2015), training is a basic requirement for
continuous improvement for an employee's who are working in a hospital. Not only in hospital ,
but training is helpful in other medical based services such as a medical practitioner, health
development centre as well as clinics. People are now giving major importance to quality based
services to get right utilization of their cost, which they incurred on availing services. For quality
based services, it is necessary to give effective training & development to staff's of the hospital
or any medical centre to generate effectiveness into the services to optimized the cost on the right
basis. Since the demand of quality based services is rapidly enhancing among service users. It is
being found that if staff gets training properly, they will directly start emitting errors while
performing tasks at workplace. The basic role of training to staff is that it aid in providing
suggestions for improvement by staff, address patient problems immediately and build up
cooperation among staff members.
This will directly aid in enhancing quality of services that are being offered by NMC
Hospital Group.
4. Methodology
While conducting this research, researcher will require to collect information on research
questions. Initially researcher have to grab information on concept of staff training in order to

understand its role at work place and benefits for staff as well as organization that is specific
hospital. Further, researcher will continue its process of data collection on identifying different
ways by which quality of patients services can be improved. For this, investigator can go
through different online articles which are available on internet. It will help in understanding
point of view of other researcher on similar topic (Nguyen, Bellucci and Nguyen, 2014).
Researcher can also collect information by communicating to hospital staff, visitors, patients and
other localize people of periphery area. This will help researcher in collecting authentic and
required information for the research. So that, they can identify relevant outcome which could
satisfy research aims and objectives. For this, investigator will initially formulate different teams
on the basis of their skills so that they could collect information effectively. As a result, it will
contribute in attaining desired information which will ultimately contribute in satisfying aims
and objective in effective manner.
In order to complete this research, researcher will gather information from both the
primary and secondary method of data collection. Both of them are defined as below:
Primary method: In this methodology, investigator directly gathers information from
respondents. This collected data is highly authentic and helps researcher in finding out true
results on research topic. Primary data is mainly collected from different sources like interview,
questionnaire, focus group, field trial etc. The major benefits of primary method is that it
provides huge base of data to the investigator for arriving at the valid and suitable conclusion.
Secondary method: In this type of research, collected information is based past records
or previously conducted study of any other researcher. This methodology is mainly used by
researcher to meet project deadlines without compromising with quality of data. Secondary
sources of data collection includes books, Journals, online articles, magazines, newspapers etc.
This method basically keeps its major focus on suitability and reliability of data/information.
Secondary method generally based on collecting data on the basis of reality, gaining additional
results and arriving at the valid and comprehensive conclusion.
As per present research which is based on identifying the concept of staff-training for
improving healthcare services, both primary and secondary methods are used. Under secondary
research, various books and articles are accessed from websites, to analyse perception of
different authors. This would help in analysing importance and role of trainers in developing
skills of service providers. Furthermore, primary research is used to take feedback of patients and

their relatives for improving services of NMC Hospital Group. Therefore, both techniques are
used to identify areas of improvement in delivering best services to patients.
DATA ANALYSIS
QUESTIONNAIRE
Q1. Do you know about the concept of staff training sessions?
 Yes
 No
FREQUENCY
20
10
Q2. What is the requirement of training programs in hospital?
 Improve quality
 Reduce complications
 Increase patient outcomes
FREQUENCY
15
5
10
Q3. What are the areas that requires improvement regarding quality?
 Surgical department
 Childcare section
 Critical care unit
FREQUENCY
10
10
10
Q4. What are the ways to increase quality of medical services or facilities?
 Improve communication
 Management of surgical tools
 Training sessions
FREQUENCY
18
4
8
Q5. What are the roles of staff members in order to improve quality of
medical services?
 Provide suggestions for improvement
 Address patient problems immediately
 Cooperation between staff
FREQUENCY
14
6
10

THEMATIC ANALYSIS
THEME 1: Concept of staff training sessions
Q1. Do you know about the concept of staff training sessions? FREQUENCY
 Yes 20
 No 10
INTERPRETATION : Staff training session is often used by organizations for providing
some specific knowledge or skill to their employees. According to the input of 30 responders
from staff, it is interpreted that 20 were aware about the concept of staff training session, where
as 10 do not know what is staff training session.
THEME 2: Requirement of training programs in hospital
Q2. What is the requirement of training programs in hospital? FREQUENCY
 Improve quality 15
 Reduce complications 5
 Increase patient outcomes 10
20
10
Yes
No

INTERPRETATION : In a hospital, training sessions are very much helpful. They help
employees working in hospital premisses to know how to behave and treat with different types of
patients. This lead the hospital to increase the outcomes and reduce complaints of their patients
related to quality of services. In this interpretation of 30 responders, it is identified that 15
believe that these type of activity help in improving quality, 10 think that this increase the
outcomes, where as 5 believe that it reduces complaints.
THEME 3: Areas that requires improvement regarding quality
Q3. What are the areas that requires improvement regarding quality? FREQUENCY
 Surgical department 10
 Childcare section 10
 Critical care unit 10
INTERPRETATION : With the help of above mentioned graph, it can easily be
interpreted that 30 out of 10 respondents were in favour of surgical depart, 10 of them have said
15
5
10
Improve quality
Reduce complications
Increase patient outcomes
10
10
10
Surgical department
Childcare section
Critical care unit

that improvement is needed among child care unit and lastly 10 stated that critical care unit is the
area where proper improvement is required through which service quality could be basically
enhanced that is provided to the patients.
THEME 4: Ways to increase quality of medical services or facilities
Q4. What are the ways to increase quality of medical services or facilities? FREQUENCY
 Improve communication 18
 Management of surgical tools 4
 Training sessions 8
INTERPRETATION : Considering above graph, it can be said that quality of medical
services can be enhanced through effective communication. Here, 18 respondents were in favour
of improving communication, 4 have said that management of surgical tools are needed to be
developed in a rightful manner and lastly, 8 said that quality could be enhanced through training
sessions.
THEME 5: Roles of staff members in order to improve quality of medical services
Q5. What are the roles of staff members in order to improve quality of
medical services?
FREQUENCY
 Provide suggestions for improvement 14
 Address patient problems immediately 6
 Cooperation between staff 10
Improve communication
Management of surgical tools
Training sessions