Enhancing Integrated Care: Leadership, Communication, and Improvement

This report examines the critical role of leadership and communication in enhancing service improvement and integrated care within healthcare organizations. It discusses various communication types, including written and verbal, and the impact of technology. A SWOT analysis identifies strengths, weaknesses, opportunities, and threats related to effective communication during shift rotations, while a PEST analysis explores political, economic, social, technological, environmental, and legal factors. The report suggests overcoming communication challenges through root cause analysis, transformational leadership, and collaborative approaches. Evaluation methods like focus group interviews, surveys, and questionnaires are proposed to assess improvement. The ultimate goal is to improve patient care by fostering better communication and coordination among healthcare professionals.

Running head: LEADERSHIP, SERVICE IMPROVEMENT AND INTEGRATED CARE
LEADERSHIP, SERVICE IMPROVEMENT AND INTEGRATED CARE
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1LEADERSHIP, SERVICE IMPROVEMENT AND INTEGRATED CARE
Table of Contents
Introduction................................................................................................................................3
Types of Communication within the healthcare organization...................................................4
Written Communication.........................................................................................................4
Communication role...............................................................................................................4
Verbal Communication..........................................................................................................4
Technology in the Healthcare Field...........................................................................................5
SWOT Analysis.........................................................................................................................6
Strength-.................................................................................................................................6
Weakness................................................................................................................................7
Opportunity............................................................................................................................7
Threats....................................................................................................................................8
PEST Analysis.......................................................................................................................8
Political..................................................................................................................................9
Economic................................................................................................................................9
Social......................................................................................................................................9
Technology.............................................................................................................................9
Environmental......................................................................................................................10
Legal.....................................................................................................................................10
How the Problem can be overcome:........................................................................................10
Root Cause Analysis-...........................................................................................................11

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Transformational leadership.................................................................................................12
Collaborative Leadership.....................................................................................................12
Evaluation................................................................................................................................13
Focus Group Interview.........................................................................................................14
Survey Research...................................................................................................................14
Questionnaire.......................................................................................................................15
Reference..................................................................................................................................16

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Introduction
The private and the public healthcare organizations are exposed to new challenges and
there has been a series of policy papers that have exhorted for the improvement in the public
services through the conceptualization and the development. Healthcare organizations rely on
the highly developed skills of leaders (Huber 2017). This would be improvement in
maintaining the quality of the organizational process and the quality of the healthcare. The
healthcare organizations operate for 24 hours therefore it is imperative for the management to
maintain the workforce for 24 hours in rotational and shift basis. Therefore it is necessary that
the management maintains a proper balanced workforce for the entire day. To maintain such
a balanced workforce for the entire day, an effective communication process is necessary in
the healthcare organization (Kourkouta and Papathanasiou 2014). Great communicational
abilities are basic for wellbeing and social care experts, since they assist them with
developing connections and exhibit that they care. It is important to include good
correspondence in social care. It helps us to fabricate associations with patients and their
family, create associations with the staffs of the organization, leaders and other people that
are involved in well-being and social care, give clear data to the clients and care staffs, and
helps to kept proper record about the staffs and the clients (Arnold and Boggs 2015). The
purpose of the assignment is to provide rrecommendations to improve effective
communication among care workers during shift rotation period. The following paper will
provide a brief idea about the communication process in the health care organizations, SWOT
and PESTAL analysis of effective communication in order to understand the issues and
recommendations to overcome the issue in an effective manner.

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Types of Communication within the healthcare organization
Written Communication
Written communication is essential to the medical field. This gives information to
individuals without attendants or medical faculty having to be up close and personal keeping
in mind the end goal to impart (Garon 2012). Written communication includes the signs that
can be seen through the healing centres that give information about a wide range of
sicknesses or meds. Likewise the medical records that the attendants and specialists keep
about the patients are a type of written communication.
Communication role
Communication assumes an essential role all through the medical field. Everything
that goes ahead within the medical field and within healing facilities involves
communication. All types of communication are utilized which includes: written, nonverbal,
and verbal communication (Brock et al., 2013). Technology additionally assumes a
noteworthy role in the medical field since it permits the organization less demanding
associations all together to impart. Effective communication helps the health professionals to
understand the central need of the patients and provide effective service in order to meet their
needs and achieve expected outcomes. Communication process helps the patient to
understand the treatment process thus helps to gat consent of the patient regarding the
treatment process (Arnold, E.C. and Boggs, K.U., 2015).
Verbal Communication
Communication is the way to achievement of the business and the prosperity of the
general's wellbeing. The most well-known type of communication is verbal. Verbal
communication comprises of talking to associates within the healing centre as well as groups
of the patients, other offices in the doctor's facility and in particular the patients themselves.
Speaking discretely and candidly determines the mind-set, disposition and climate in the

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room. Without talking and interacting with patients and families the healing facility would
disintegrate (Garon 2012).
Technology in the Healthcare Field
Technology assumes a basic role in the medical field. The advances in the present
current technology are the reason that our healing centres keep running as productively as
they do today. On an everyday premise the doctor's facility and its specialists utilize a wide
range of kinds of technology, for example, IP telephones, pagers, PCs, mobile phones and
significantly more (Thakur, Hsu and Fontenot 2012). These bits of technology take into
consideration the labourers to convey through each other and the diverse wings of the
doctor's facility by means of content, email, medical records, and verbal communication.
Without technology in the healing facility the specialists would need to depend on just
written communication which basically is a defeat because of the absence of speed.
The principal visit to a specialist is to an amount vital for advancement of a rigorous
and productive specialist patient rapport. The improvement of this rapport depends on good
collaboration and association with the patient that aids in cure, as well as makes the patient
agreeable ideal from the primary visit. This is the creation of a productive healing exercise
which goes past the archetypal regular remedial ideal prototypes. Interpersonal
correspondence is critical to understand the patient, as well as to honour him as a person with
his own needs and issues, as opposed to an illness condition. It likewise inspires the patient to
realize his medicinal ailment and efficiently partake in dealing with themselves (Thakur, Hsu
and Fontenot 2012).
Numerous schemes are envisioned to promote a doctor's ability and improve their
tactic to case taking and help them assemble a dependable connotation with their patients. In
these ventures, interpersonal aptitudes are educated to the doctor with the end goal that they

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can validate the suitable degree of kindness and anxiety for the patient. This helps the patient
in opening up before their experts, accordingly authorising experts to inspire the whole
measure of imperative data from a patient (Thakur, Hsu and Fontenot 2012). An impactful
medicinal involvement with the patient consequences in an optimistic human services
consequence, as well as also leads to tolerant and in addition dexterous fulfilment.
SWOT Analysis
Healthcare organizations are dynamic and they are changing structurally and
culturally in the workplace. Healthcare techniques and technologies demand new form of
leadership to respond to the healthcare teams and developing new approaches of leadership to
work efficiently. Healthcare sector consist different professional groups and departments and
the experts with non-linear interactions between them. Within the healthcare group the
subcultures either will be supportive or in conflict with each other. Therefore, the role of
leadership will be to elaborate the diversity that exists within the health care organization and
manifest its capability in efficiently designing the management processes (Wong, Cummings,
and Ducharme 2013). The following is the SWOT analysis of effective communication in
health care organizations between the staffs during rotational shift:
Strength-
 Effective communication is one of the most important features of patient centred care.
The main strength of effective communication is that it helps the health professionals
to coordinate with each other in order to provide adequate treatment to the people
with need. It is important to understand the need of each patient in order to provide
patient centred care in the health care organization. In this regards communication
between the health professionals helps to take roper decision regarding the
appropriate treatment process in order to help the patient to recover soon (Dean and
Street 2015).

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 Communication between the health professionals during rotational shift helps them to
remain updated regarding the progress in the treatment process thus reduce confusion
about the treatment process (Riley 2015).
 Communication and coordination between the health professionals during shift
rotation period helps them to reduce their work pressure and increase their ability to
fulfil their responsibilities in an effective manner. Thus, helps to maintain appropriate
work environment in the health care organization. Workforce balance in the health
care organization is maintained with the help of effective communication during
rotational shift (Riley 2015).
Weakness
The primary weakness of effective communication among care workers during shift
rotation period is the deficiency in the field of marketing. The communication tools and the
systems that are required to establish a proper communication system among the caregivers
while there is shift rotation is important to be marketed properly and used. Due to lack of
development in the technological field the health professionals lack communication and
coordination during rotational shift thus fail to share important information regarding the
health condition of the patient that creates confusion while providing care service to the
patient (Ng et al. 2013).
Opportunity
The main opportunity of effective communication among care workers during shift
rotation period in this field is the technological development that has happened over the years
and which has been the main impetus of medical advancement are technological innovations
(Van 2012). It is seen that the technologically advanced methods of treatment has improved
the way communication happens among the caregivers and between the caregivers and the
patients. There are dedicated applications and software’s that help in such communication. It

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would help the health professionals to document the health condition of the patients thus
reduce the confusion during treatment (Thakur, Hsu and Fontenot 2012).
Threats
The main threat in this case is a faulty communication system that may lead to
problems in a smooth management and operation when there is a shift change. Shift change is
a phenomenon which must include processes like information handover, patient care details
handover and details about the processes to be explained to the new shift employees. Often
because of lack of communication or hurry of the care givers whose shift is ending there is
not enough information sharing which leads to faulty operation handling. It is a duty of
employees of both the shifts to maintain that all the responsibilities are handed over
(Kourkouta and Papathanasiou 2014). Such activity could lead to serious harm to the patient
and even death could occur in case of high risk patient. In such case question regarding the
patient safety could occur. Such situation could lead to the violation of nursing ethics in the
health care organization. Legal steps could be taken against the health care organization that
could affect the reputation of the organization and reduce productivity (Parahoo 2014).
PEST Analysis
As discussed earlier that the main problem that has been identified in the effective
communication among care workers during shift rotation period is the lack of a diverse
workforce and absence of patient-centred integrated care (Ahmad 2012). There needs to be
better awareness about communication processes. The problem was detected through survey
research that was part of a pilot study conducted by a healthcare professional team for a
longitudinal study regarding the problems in a hospital.

9LEADERSHIP, SERVICE IMPROVEMENT AND INTEGRATED CARE
Political
The political factors that inform the healthcare industry are employment regulations,
consumer protection laws, policies on drugs and change in the tax laws and the insurance
mandates (Koumparoulis 2013). The company must be properly following all the provisions
of the government and the laws of the land even in the field of communication among the
employees.
Economic
Increase in the rate that may fail the investors in the health sector, higher
unemployment rate and the reduced purchasing power of the consumers. The impact may fall
on the communication system of the care givers as well. The economic problems may cause
the management to invest less on employee communication and management system thus
could restrict the health care organization to provide adequate service (Koumparoulis 2013).
Social
People have more information regarding their health and therefore there is more
awareness. In case of communication the social factor is very important as all
communications are social in nature. The care givers are essentially in need of better social
conditions and job emoluments. Ensuring this will automatically result in better
communication during shift rotation (Kourkouta and Papathanasiou 2014).
Technology
Medical companies are engaged in the healthcare distribution and veer towards
technology for solutions related to healthcare (Ahmad 2012). Technological innovations
maybe used as marketing strategies and communication processes. Health care organizations
are veering towards apps to get the doctors connected with the patients. In this particular case
technology is important in keeping track of the system and the shift rotation. The outgoing

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staff members and the staff who are joining the duty must be recorded in terms of duty
timings, entry and hours (Thakur, Hsu and Fontenot 2012).
Environmental
The healthcare organisations must be careful about the responsibilities towards the
environment and the wastes which are produced must be handled properly and these should
be dumped in designated places. The leadership of the organisation must be aware of the
various ways in which environment can be preserved and protected (Gupta 2013).
Legal
The various aspects of legalities in the healthcare sector which needs to be followed
by the healthcare organisations include safety of the patients, maintaining all the licenses and
registrations that are required, to see whether the medications and the drugs that are used are
all legal and permitted by the government (Ahmad 2012). Legal obligations are must to be
followed by the healthcare providers in order to communicate effectively.
How the Problem can be overcome:
As mentioned before that lack of communication between the health professionals
during rotational shift restrict them to provide adequate treatment and care to the people wit
need. Such activity could create minor to severe harm to the patient and could lead to the
death of the patient in case of high risk. Thus it is important to introduce effective
interventions in order to improve the communication system in the health care organization
so that the health professionals could coordinate in an effective manner and provide essential
service (Riley 2015). In this regards it is important to identify the factors that affect the
communication process in the health care organization. Root cause analysis process could be
used in order to identify the factors so that effective strategies could be introduced to reduce
the effect of the factors (Card, Ward and Clarkson, 2012). On the other hand the problem can

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be overcome by two types of leadership: transformational leadership and the collaborative
leadership (Huber 2017). The transformational leadership is not limited to the traditional style
of transactional leadership (Avolio and Yammarino 2013). Here the goal is to make people
work for efficiently by inspiring them and bolstering them to work for a mission. In addition
to transformational leadership, I would deploy collaborative leadership in resolving the
issues. The highlight of collaborative leadership is that it is both assertive as well as
cooperative and would ensure that the individuals work together for the mutual benefit to
culminate environmental symbiosis. Collaborative communication strategies help to
encourage conversation between the multiple stakeholders through sharing information and
skills and in reducing the level of complexity in the organization (VanVactor 2012.).
Root Cause Analysis- Root cause analysis (RCA) is a procedure for basic reasoning used for
recognizing the root causes of deficiencies or issues (Card, Ward and Clarkson, 2012). A
factor is seen as a root cause if ejection thereof from the issue accuse progression shields the
last undesirable come about because of recurring problems; while a normal factor is one that
impacts an outcome of the event, anyway isn't a root cause. Regardless of the way that
clearing a causal factor can benefit an outcome, it doesn't keep its rehash with certainty. RCA
is associated with intentionally perceive and make correction to the root causes of events,
instead of simply addressing the symptomatic result (Cunico et al., 2018). Focusing cure on
root causes has the target of thoroughly neutralizing issue reappearance. Of course, RCFA
(Root Cause Failure Analysis) sees that aggregate expectation of rehash by one remedial
action isn't for the most part possible.RCA is commonly used as a responsive methodology
for perceiving event(s) causes, revealing issues and settling them. The analysis is usually
done after an event has happened. Encounters in RCA make it possibly significant as a pre-
emptive system (Dolansky et al., 2013). RCA can be used in the event to check or foresee
likely events even before they happen. While one takes after the other, RCA is an absolutely