Decision Making and Problem Solving in NHS Staffing Crisis Report

This report provides a comprehensive analysis of the staffing crisis faced by the National Health Service (NHS) in the UK. It examines the causes of the crisis, including staff shortages, burnout, and poor working conditions. The report delves into the NHS's approach to problem-solving, focusing on the Zinger model for employee retention. A critical analysis of the NHS's strategies is presented, evaluating their effectiveness and identifying potential weaknesses. The report also explores alternative approaches, such as the Focus and ERC's Retention models, and assesses their strengths and weaknesses. Furthermore, the report provides a timeline of the crisis, statements made by NHS during the crisis and offers recommendations for improving the NHS's response to the staffing crisis. Finally, the report concludes with a summary of the key findings and insights, highlighting the importance of effective decision-making and problem-solving in addressing the NHS's staffing challenges.

Decision making and
problem solving

Table of Contents
INTRODUCTION...........................................................................................................................1
Purpose of report..............................................................................................................................1
Company Overview...........................................................................................................1
Description of Problem......................................................................................................1
Description of approach used by NHS to solve problem..................................................3
2. Critical analysis of approach taken by NHS.......................................................................4
Crisis type...............................................................................................................................4
Situational crisis communication theory...........................................................................8
Best strategy.......................................................................................................................8
Trend analysis in Stock market........................................................................................15
Investors Reaction...........................................................................................................18
RECOMMENDATIONS...............................................................................................................19
CONCLUSION..............................................................................................................................20
REFERENCES..............................................................................................................................22
Online...................................................................................................................................24
APPENDIX....................................................................................................................................25

INTRODUCTION
Purpose of report
It is health services that is facing acute shortage of staffs (England, 2014). Thus, in this
report, various measures analysed. Further, this report also discusses about stock analysis of
NHS. In addition to this, this assignment also highlights on approaches taken by NHS. The main
purpose of report is to analyse and evaluate problem faced by NHS. They have used many
techniques related to decision making and problem solving to overcome such issue (Erskine and
et.al., 2018). These techniques helped NHS to evaluate on problems and find accurate solutions
in order to overcome staff related issues.
Company Overview
NHS which is also known as National Health Service is used for health services of public
(Taylor, Paton and Kapur, 2015). It was discovered in 1948 as one of the highest social reforms.
They faced staffing related issue. It is the UKs the largest independent provider of services and
has more than 70 different healthcare centres throughout UK. It provides majority of healthcare
in England that includes primary care, in patient care, long term healthcare, ophthalmology and
dentistry. It is funded largely from general taxation having contributed by small amount by
National insurance payment.
Description of Problem
NHS were facing severe problem related to staff (Confederation England and Care Quality
Commission, 2014). There were shortage of nurses and paramedics. Staffs were quitting their job
from NHS as they were facing pressure and poor pay. It has been analysed that health service
force which is 1.4 billion has to be increased by 190,000 by 2027. NHS has been suffering with
acute staff shortage issues as are-
 There is shortage of 42,000 nurses, physiotherapists and occupational therapists.
 GP numbers has been fallen by 1% over last 5 years.
 Almost one in three jobs are vacant.
 Number of nurses leaving rose from 7.1% to 8.7% in 2012.
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There are various causes that makes staffs leave job which are as follows-
 Social environment is determinant that mainly causes disappointment towards job and it
influences workplace stress (Abuse and Administration, 2016).
 Burnout also causes job dissatisfaction. There were 43% nurses faced strong levels of
burnout and disappointment and were intended in order to quit their job.
 Autonomy is also the factor that decreased emotional exhaustion of nurses in hospitals.
 Overload has also affected nurses and that leads to dissatisfaction towards job in NHS.
 Thus, it can be solved by adopting following approaches. Problem solving and decision
making are together. One cannot solve problem without making adequate decision.
Timeline of the problem
(2013) February
12th of February 6976 people hung up after waiting for more
than 30 seconds. The average call time was
14.19 minutes
May (2013)
10 th of May Dr Clare Gerada, chairman of the Royal
College of General Practitioners, warns the 111
service is “seriously flawed” in some parts of
the country.
14th of may Seven of the regional bodies were still not
ready to start giving advice to patients.
July (2013)
28th july Managers of the non-emergency phone line
said it is unsafe for patients at the weekend due
to a lack of staff.
A poll found 85 per cent of practice managers -
those in charge of the running of surgeries -
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were so fearful about the safety of 111 that
they believed the phone lines should be closed,
and previous out-of-hours helplines re-instated.
29th July NHS announces it plans to pull out of its 111
contract due to severe problems. NHS Direct
initially won 11 of the 46 regional contracts,
covering 34 per cent of the population.
It has already pulled out of two, but now said
the remaining nine are “financially
unsustainable.”
Description of approach used by NHS to solve problem
Theory of problem solving
Thus, NHS followed Zinger model to problems relating to staff issues (Quinn, 2016).
That includes the following,
Zinger model- Retention of employees is an art and science of engaging people in connections
that are authentic and recognised to strategy, roles, performance, organisation, community, etc
(Sornette, 2017). Thus, according to this model, the retention of employee is directed towards
achieving the results of NHS regarding achieving appropriate solution towards staffing crisis
(Teixeira-Coelho and et.al., 2017). Hence, to achieve this results, NHS need to craft strategy in
order to overcome such issue (Miao, Wang and Xu, 2016). Therefore, a central and important
key in retention of employees is the connection that means engagement of staffs towards the
cited health care service (Ertas, 2014).
Thus, role is set of behaviours, right at companies must guard against too many roles and
also being into roles that contributes results to NHS (Nuttin, 2014). Zinger model mainly
emphasis that retention of employees can contributes in high management of performance where
later this performance demonstrates engagement and helps in achieving top success in resolving
staff relating issues (Perkins and et.al., 2017). This model also comments that employees or
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staffs that are involved in NHS must have to experience both types of development that includes
personal and professional through various courses in order to develop their own strengths and
engagement (Phillips, Parker and Rushmer, 2017).
2. Critical analysis of approach taken by NHS.
Crisis type
Crisis types, by level of responsibility
Victim Cluster
Staff related issue
Finance related issue
Doctors related issue
Academic clusters
HONOS MHCT Tool
Preventable clusters
Care Cluster Allocation Tool
NHS is suffering with staffing and financial related issue. These issues were worse than ever
been before in NHS. They were short of 41, 722 nurses that means 11.8% of the entire workforce
of nursing. They were also facing crisis of doctors too were there were 11,576 vacancies in terms
for doctors.
Evaluate approaches used by NHS
Problem Method used by NHS Method must have used
Lack of motivation NHS used Zinger model in
order to overcome the issue
related to staffing crisis. This
model is effective as it helps
in improving relationship
between staffs and heads that
leads in achieving results
The focus model that have been
used by NHS simply means that
they engage in business
practices that raises the good
working relationships and
productive, satisfied workforce.
They can also maintain stable
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(Claxton, Lomas and Martin,
2018). It has been assessed
that approaches used by NHS.
Thus, NHS is facing
recruitment crisis with an
estimated shortage of at-least
50,000 doctors and nurses. It
is stated by NHS that they
don't have enough staff in
hospital. It has been estimated
that number of staffs needed
and number of recruitment is
unsustainable. Operations and
appointments has been
cancelled due to shortage of
staffs. About 33,000 nurses
leaves NHS each year.
relationship of employment
rather than specific programs of
retention. This includes
bonuses, incentives and
strategic plans that helps in
convincing employees to stay in
NHS.
Employee engagement The approaches that have
been used by NHS simply
means that they engage in
business practices that raises
the good working
relationships and productive,
satisfied workforce. They can
also maintain stable
relationship of employment
rather than specific programs
of retention. This includes
bonuses, incentives and
strategic plans that helps in
convincing employees to stay
NHS must have used ERC's
Retention model that
concentrates on applied
organisational experience that
indicates three primary drivers f
employee retention. This also
helps in retaining employees
therefore leaders that are
involved should campaign the
change and must share
innovative ideas relating to the
issues.
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in NHS.
Evaluate statements provided by NHS during crisis
They provided statements to patients that includes that demand of staffs rising has been
putted every department of NHS in pressure. The focus of this crisis has reported to situation of
hospitals and there are many wider issues of NHS that is to be blamed.
Response time Statements
16th of January 2017 taken some immediate steps in relation to that
issue, but we are also looking to ensure the best
practice in the NHS and looking at a long-term
solution to what has been a problem that’s been
ducked by government over the years
16th of January 2017 As lack of beds and inadequate social care
funding has prompted the Red Cross to declare
a humanitarian crisis in our hospitals, Theresa
May cannot continue to bury her head in the
sand as the situation in our NHS and social
care sector deteriorates
Other approaches NHS could have used, 2 models, for both model describe as below:
Method 1
Strengths Both the model as ERC's retention and
approaches helps in overcoming issues relating
to g crises. The main strength is that this helps
in maintaining relationship between all the
employees or staffs of NHS.
Methods and tools The methods that were used in order to plan
this were training and development programs
that helps in building knowledge and skills in
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staffs and positive relationship between
members of NHS. Thus, this leads in
minimising the crisis and issues faced by NHS.
Practised by These are practised by administration of NHS
and also includes heads and various other top
managers of NHS.
Weakness The major weakness is that it takes
maximum time in order to input such
approaches and plans. Thus, NHS is also
facing financial crisis, to plan these approaches
it is difficult for NHS.
Expected outcome This models help in resolving staffing related
issues and it will increase employee
satisfaction by resolving their issues that is
related to benefits and dissatisfaction in
number of ways.
Method 2
Strengths The main strengths of this is that It helps in
identify problems and try to understand
problems of staffs that are involved and apply
possible solutions.
Methods and tools Training and development sessions and also
counselling session.
Practised by This must be practised by leaders of NHS and
also the head of organisation.
Weakness Due to financial and staff issues this becomes
difficult to use or plan these methods.
Expected outcome This will help in achieving loyal customer and
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employee base and huge success.
Table of Authors supported this model
David zinger
November 1,
2011
5 Compelling Invitations to Achieve Employee Engagement in Environment,
Health, Safety and Sustainability
Situational crisis communication theory
This is the theory in field of crisis communication that suggests in matching responses of
crisis manager and strategic crisis to level of crisis responsibility and reputational threat that is
posed by crisis (Teixeira-Coelho and et.al., 2017). NHS used situational crisis communication
theory in order to handle staffing related issue. There are various guidelines and solutions in this
in order to handle the situation faced by NHS. They must have utilized strategies in a way in
which it is acceptable.
Illustration 1: NHS crisis
(Source: Why NHS is in deficit, 2005)
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Best strategy
Further, to overcome staffing issue once and for all they have to follow some strategies
that will help in hiring talented staffs on behalf of past staffs (Carter and et.al., 2015). Following
are some strategies-
Develop a long term strategy- In order to fill vacant position, they require long term recruiting
strategy in NHS. The administration must focus on institutions while developing such strategy.
They must become creative in order to become recognizable by recruiters. Another key element
is that NHS has to define its health care service by being careful about uniqueness from
competitors.
Determining needs- thus, to develop long term recruiting strategy, NHS has to determine the
needs before posting position for recruitment (England, 2018). They must provide information
about immediate requirement in hospital. This will help in having clear understanding of the
duties of position and skills and experience required for that particular position.
Offering incentives to employees- NHS must consider offering or provide maximum incentives
or rewards so that they provide referral for open position. This offering will motivate employees
in order to recruit new candidates or nurses towards health care service.
Thinking through interview process- NHS should think through process from start to end.
They must plan before starting the process about the questions asked or requirements needed as
per the position (Christiansen and et.al., 2016).
Make employees feel valued- It is very much critical to make employees feel valued. NHS has
to make their transition a successful one by making staff comfortable with culture of the
company and making friendly environment. The administration of NHS must be quick and
immediate in rewarding towards achievements along with addressing things that are not working
in NHS.
Offering competitive compensation package- the tax professionals must assist in determining
about norms of industries in regard to salaries and benefits along with developing incentives to
entire quality workers (Chatwin and Ackers, 2016). They must also verify the compliance with
labour and tax laws of employment and help them in taking advantage of any tax credits that are
available.
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