BBRC4103 Research Plan: Addressing Patient Service Complaints

This document presents a research plan designed to address increasing patient complaints at a private hospital. The plan includes a problem statement focusing on issues such as staff behavior, service quality, and cleanliness. Research objectives are clearly defined to investigate these complaints. The plan details the use of probability sampling, specifically simple random sampling, to select 70 patients from different private hospitals. Data will be collected using both primary (questionnaires) and secondary (journals, articles) methods. The survey method will involve questionnaires and interviews to gather patient perspectives. Data analysis will employ both qualitative (content analysis) and quantitative (statistical analysis using MS-Excel) techniques to evaluate the collected data and derive actionable insights for improving hospital services.

Running Head: RESEARCH METHODOLOGY
RESEARCH METHODOLOGY

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Table of Contents
Overview....................................................................................................................................3
Introduction................................................................................................................................3
Problem statement..................................................................................................................3
Research objectives................................................................................................................3
Identification of target group and discussion on the appropriate sampling design....................4
Discussion on the appropriate instrument for data collection....................................................5
Identification and discussion on the appropriate survey method...............................................6
Discussion on the selected types of data analysis......................................................................6
Summary....................................................................................................................................8
References..................................................................................................................................9

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Overview
This chapter discusses many issues that faced by patients in Malaysian hospitals. These are
crowd, misbehaviour of employees, lack of parking facility, and lack of cleanness. Further,
this report mainly discusses certain factors that could be effective for conducting research
like data collection method, data analysis method, and sampling method. These components
support to conduct the research in a systematic matter.
Introduction
Problem statement
In the current era, patients face many issues in the Malaysian hospitals like arrogant
behaviour of staffs in handling patients, lower quality services, and cleanness. The lower
quality services could direct impact on the financial performance of the hospitals (Sebastian,
et al., 2016). Arrogant staff members behave inappropriately to their patients as it would
make a negative image of them among patients. The behavior of a staff member could affect
the behavior of patients for again visit in their hospitals. The chief executive of hospitals
could always remember that their team member should always make a positive relationship
with others (Wong, 2016). Further, it is analyzed that protecting patient privacy could be
effective for the organization and their team to protect their patient’s confidential information
for maintaining their privacy. It could be effective for making a reliable relationship with
others.
A healthcare organization should use HIPPA laws as it permits them to keep confidential
information about research matter. Moreover, health care professionals never break trust of
patient during the treatment for making positive relationship with them (Hassali and Wong,
2018). In addition, it is also examined that lack of expected facility could make a negative
image of the healthcare organization among the patients or consumer hence organization
should use the market research method and understand the actual needs and requirements of
the consumers. It could be effective for the accomplishment of the needs of the consumers in
the least time and cost and make a robust relationship with them (Boo, Cheah, Neoh, and
Chee, 2016).
Research objectives
This research emphasized on addressing issues faced by the patients in the Malaysian
hospitals.
Identification of target group and discussion on the appropriate sampling design
Sampling technique is appropriate for the attainment of the research aim. Because, it permits
to systematically perform the research and get a valid result. Sampling method is practised

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for choosing the research participants for conducting their research and obtain reliable
outcome. There are two types of techniques as it would be considered by the researcher like
probability sampling method and non-probability sampling method (Silverman, 2016). These
methods will support to get accurate statistics from distinct population. In addition, the
probability sampling method permits the researcher to select participants without any biases.
There are certain methods that could be considered in the probability sampling method that is
considered in a probability sampling method like simple random sampling, systematic
sampling, stratified sampling, cluster sampling, multistage sampling (Ledford and Gast,
2018).
This method also allows the researcher to perform research activities and get a reliable
outcome. Further, it is evaluated that probability sampling method could support to collect
the feasible solution about the research matter. The random sampling method enables the
researcher to give the equal chance of selecting research participants and conducting their
study (Humphries, 2017). Apart from this, a non-probability sampling technique facilitates to
select the research participants by considering education, age, race, gender, experience, as
well as region as it could create biases in the research.
In this, convince the sampling method is considered by the researcher to conduct the research.
The non-probability sampling method could be more complicated as compared to the
probability sampling method. Apart from this, it is analyzed that probability sampling method
will be more appropriate to conduct this research caused of subjective nature of the research.
The probability sampling method could support to secure time and cost of the research and
obtain a feasible result (Walliman, 2017).
For this research, research scholar will execute a probability sampling method as compared to
other sampling method. Since, this research study is subjective in nature. Further, non-
probability sampling method could be time-consuming as it influences the quality of the
research outcome. The simple random sampling method is used by the researcher to conduct
this research as it would eliminate the biases from the study and obtain the accurate outcome
with respect to the current research matter (Alvesson and Sköldberg, 2017). This method
offers the similar chance to all the research participants for making a part of the research and
gives their best contribution to the investigation. Thus, it is that the analyzed probability
sampling method could be more appropriate as compared to non-probability sampling
method. For conducting this research, the researcher will select 70 patients from the different
private hospitals to collect opinion and views with respect to current research matter.

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Discussion on the appropriate instrument for data collection
The data collection method is essential to obtain feasible information with respect to the
current research matter. The information will be collected from different sources as it would
be effective for the accomplishment of the research goal (Marczyk, DeMatteo, and Festinger,
2017). The suitable sources of data collection permit the researcher to create understanding
towards research matter as it could also be effective for making the reliable conclusion with
respect to research matter. There are different methods that are considered in the data
collection method like primary and secondary data collection method. The primary data could
be information that could be fresh or new as it would be collected by the researcher. There
are different many sources that are considered in the primary data collection method like
survey through a questionnaire, observation, and interview method (Weber, (2017).
In contrast to this, secondary data collection method is an effective method for collecting
feasible data with respect to the current research issues. Besides this, the secondary data
collection method is a technique as it collected by existing sources to meet the aim and
objectives of the research (Žikić, 2016). In addition, it is analyzed that the secondary data
analyses method could be effective for the accomplishment of research objectives. There are
many many sources of the secondary data collection method that are considered to obtain
feasible outcomes like books, governmental reports, magazines, journals, newspapers,
articles, and websites (Denzin, 2017).
This study is used to examine problems faced by patients in the private hospitals. Hence, the
researcher will entail both data collection method like primary as well as secondary data
collection method. Herein, the primary data collection method will empower the investigator
to conduct the survey through questionnaire and directly collect views of patients in the
context of current research issue. In addition, the secondary data collection method is an
effective technique to obtain theoretical data with respect to current research dilemma. In
this, research scholar facilitate to obtain the data from many sources like journals, websites,
articles, and books as it could be effective for increase validity as well as the reliability of
research result. In the primary data collection method, survey through questionnaire method
will be used as compared to others method caused by collecting feasible information with
respect to the current research matter. Further, it is evaluated that researcher will obtain a
view of patients towards services that are offered by hospitals.
Identification and discussion on the appropriate survey method
The survey method is an effective technique for gathering possible information about the
research dilemma. With respect to the accomplishment of research objectives, the

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investigator could use many approaches like literature review, experiment, case study,
observation, questionnaire, interview, and focused group (Larsen, Buss, Wismeijer, Song,
and van den Berg, 2017).
For this study, the researcher will use interview and survey method as it would be imperative
for collecting the feasible information about research matter. The survey through method
enables the researcher to directly communicate with research participants and obtain feasible
information about the current matter. In addition, it is evaluated that survey through strategy
permits the researcher to obtain information in less time and cost as it increased the validity
and reliability of the research outcome (Marczyk, DeMatteo, and Festinger, 2017). Apart
from this, the application of interview strategy supported the investigator to directly converse
with research participants and obtains their perception and views with respect to the current
research matter. It supports to make reliable and valid research outcome.
The survey through questionnaire method is convenient to collect feasible information with
respect to current research matter (Larsen, Buss, Wismeijer, Song, and van den Berg, 2017).
This method enables the researcher to use the email method and directly communicate with
their selected participants towards research matter. It will support to obtain reliable
information about research matter in limited resources. The survey method is less expensive
as compared to the other data gathering process (Denzin and Giardina, 2018). But at the same
time, it is also analyzed that the survey through questionnaire method could be time-
consuming as compared to secondary data collection method.
Discussion on the selected types of data analysis
Data analysis method is also an appropriate method for evaluating collected data. The data
analysis method permits the investigator to examine data that is collected by the research
participants. An effective data analysis method could be authoritative for making a realistic
conclusion. There are many approaches that are used in the research like qualitative and
quantitative data analysis method (Birkinshaw, 2016). The qualitative data analysis method
is used to evaluate theoretical material about research issue. But at the same time, it is also
analysed that the quantitative data analysis method facilitates to evaluate collected data by
considering numerical sources. The quantitative data analysis method could be effective to
conduct the research and get a reliable result.
From this method, a researcher will be able to get numerical data with respect to current
research matter. There are different techniques as it could be involved in the study such as
correlation, frequency in the tables, variability, and statistical data analysis (Lancaster, 2017).

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In the quantitative research method, the researcher will consider many statistical techniques
to evaluate the collected data like Ms-Excel software by considering chart, column, pie, and
graphs. It could lead the organization to obtain reliable and valid outcome in the in the
context of current research issues.
The qualitative data analysis technique will lead to gathering the theoretical information with
respect to current research matter. In addition, it is also evaluated that this method could also
be effective for evaluating data by the non-numeric tool (Ary, Jacobs, Irvine, and Walker,
2018). It could be effective for completing the task in the least time and cost. Further, there
are certain factors could be considered in the study like disclose analysis, content analysis,
narrative analysis, and grounded theory.
In addition, it is evaluated that the researcher will gather reliable and valid information with
respect to the current research matter. In this, the investigator will consider content analysis
tool and evaluate the collected information in a systematic manner (Ary, Jacobs, Irvine, and
Walker, 2018). Moreover, it can also be evaluated that the content analysis technique refers
to the process of categorizing behavioral and verbal information to categorize and tabulate
the data effectively. Moreover, it can also be illustrated that the content analysis technique
will enable the investigators to interoperate gathered data and coding written data. Through
this method, the investigator will examine the collected information with respect to the
current research concern and get a reliable outcome. Moreover, it is illustrated that the
researcher will evaluate tools and techniques to meet the aim and objectives of the study
(Rani, Yadav, and Jain, 2016).
Further, it is also evaluated that the content analysis technique is discussed as the
methodological investigation of the collected information. Through this method, the
researcher will be capable to collect the valid result. Moreover, it is also evaluated that the
content analysis could be imperative to evaluate intention, meanings, and message to get the
valid result. This method will allow the researcher to get information from specified research
participants and meet the research aim and objectives. As a result, the researcher will be able
to get a valid and reliable result (Robson and McCartan, 2016).
Summary
With respect to the above discussion, it can be concluded that the proper identification of the
research methodology permitted the investigator to meet the aim and objectives and aim in a
systematic way. For the attainment of the research aim and objectives, the researcher will
identify various data collection and data analysis technique. These methods are the primary
data collection method secondary data collection method. It will assist to make reliability and

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validity in the research outcome by offering feasible information. The data collection method
could be imperative for the attainment of research goal.
Apart from this, the researcher will sue different methods of the data analysis as it could be
effective to examine the gathered information in the least time and cost. It can also be
summarized that the researcher will use data collection technique and make a reliable
decision with respect to research matter. In addition, it is also illustrated that the investigator
will use a probability sampling method to gather belief and visions of the research
participants and obtain a reliable result. Further, a probability sampling method could be
effective for selecting an appropriate sample size to conduct their research and get a reliable
result.
Moreover, it can also be concluded that there are two kinds of methods as it could be used by
researcher for collecting the information in the context of current research issues and obtain a
reliable outcome. Furthermore, a qualitative data analysis technique could support the
researcher to examine theoretical information by considering non-numerical sources and
obtain a reliable outcome. In addition, quantitative data analysis tool could enable the
company to evaluate the numerical data to reach a reliable conclusion.
Furthermore, it can be summarized that the researcher will use both data collection method
like primary as well as secondary data collection method for getting a reliable result. The
primary data collection method facilitates the researcher to obtain fresh information about the
research matter. It could also enable the research scholar to complete the aim and objectives
of the study in the least time and cost. The research will also consider the secondary data
collection method to collect information about theoretical data and accomplish feasible
information. It will also enable the investigator to conduct their study in a methodological
way and get a valid and reliable outcome.

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