Service Improvement in the Health Sector Name
Case study 1
| Which factors affect the service? | Which factors could improve the provision of the service? |
| The poor services offered by the social worker in the case study are due to lack of adequate communication mechanism between the social worker and the managers. The social worker does not have the required communication skills that can help in the improvement her services. Furthermore, the social worker lacks the required management and organisation skills. In most instances, social workers need to have better organisation of their daily activities. Proper organisation of social worker activities will be of the essence in minimizing work overload and in dealing with the busy schedule. A successful prioritizing and management aspect can play a critical role in maximizing the time a social worker can have in offering meaningful services to their clients. Lack of proper coordination has also affected the quality of services offers by Cassie to her client. Through poor coordination skills, Cassie failed to connect the troubling client with the available services[1]
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To advance the quality of services offered by a social worker, the organisation needs to establish reliable communication mechanism between social workers and the organisation leaders. Effective communication mechanism will facilitate reliable referral services to the interested clients. The organisation should also increase the number of its employees. The rise in the number of the organisation’s employees will be helpful in reducing work overload and in facilitating job specialisation. The organisation social workers need to get training on some of the most useful operation skills in an organisation. Training on reliable communication and coordination skills can be relatively useful in advancing services offered by social workers |
Case study 2
| Which factors affect the service? | Which factors could improve the provision of the service? |
| Lack of proper training among recruit is one of the main facts that have affected the nature of services offered by the new medical receptions. Ben does not have the required skills of dealing with fire incidences. Instead of taking the necessary action to save the lives of the patients, the medical receptionist has used unethically unacceptable procedure to escape. Poor management is also a major fact that has undermined the quality of services offered by the new medical receptionists. In most instances, it is professionally incorrect to leave less trained professionals in any healthcare settings. Poor communication among professionals in the organisation is also a major factor that has destabilized the quality of services offered by the new medical receptionist. Lack of better communication mechanism forced the recruits to move out of the healthcare facilities without searching for external assistance.
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To improve the quality of services offered by medical receptionists, the organisation needs to offer adequate training in all areas. Lack of the required skills in fire safety undermined Ben’s ability of assisting the suffering patients. The organisation also needs to review its training manual in order to include training on fire safety. The organisation also has a role of improving its management systems. The recruitment of prominent professionals with the ability to organise the employees is appropriate in improving the quality of services offered by healthcare professionals. |
- How would you raise the issues you have identified about the service provision in each case study? How would you make suggestions about the service provision in each? State your answers in the table below.
| Case study | How would you raise issues identified? | How would you make suggestions to the service provision? |
| 1.
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The issue on lack of the required communication skills should emerges in the staffs meetings. The clients can also write directly to the organisation’s management complaining on the poor quality of services offered by the organisation’s employees. The social worker can also complain about the work overload directly to the human resources department. Direct complaints will be useful in helping the human resources department understand the prevailing situation as well as the most effective mechanism of averting future challenges. The client has the role of complaining on the quality of services to the social worker organisation. Direct complaints to the social workers organisation will be useful in facilitating the improvement of the quality of training offered to social workers
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With an intention of advancing the quality of services offered by social workers, the organisation needs to increase the number of its workers. The increase in the number of the organisation’s social workers will be useful in facilitating job specialisation and division of labour. Continuous training can also be relatively useful in improving the skills of the organisation’s social workers. Based on the case under study, it is clear that a good number of the organisation’s employees do not have the required communication skills. The introduction of training on reliable communication skills will help in advancing the quality of services offered by social workers. |
| 2.
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The issue on inadequate training skills on fire safety needs to emerge during the organisation staff meeting. The use of the communication channels such as suggestion boxes, the use of online services as well as trade unions could be relative useful in ensuring that the information reaches the concerned departments. In reference to the issue of poor management strategy, the organisation trade union can aid in advancing the quality of services offered by the organisation management department.
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The organisation should include the topic on fire safety in their training and induction manual. Training on the most effective means of controlling fire incidences will play a decisive role in reducing possible negative outcome of fire outbreaks. Experienced healthcare professionals should also accompany inexperienced professionals. Teamwork between experienced and less experienced professionals will be relative useful in advancing the nature of services offered by healthcare professionals. |
- Describe three different circumstances when you might need support to make changes to your own working practices to ensure service provision improves in your current health sector organisation.
| Circumstance | What support is required? | How will it improve your own working practices? |
| The introduction of new technology can be the most appropriate circumstance to request for assistance from other healthcare professionals.
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The competent professional will be useful in helping the recruit understand the most effective mean of utilising the introduced technology. | In case of the introduction of a new technology, a trainee needs to engage in detailed and systematic exercise |
| An emergency circumstance can also force a healthcare professional to request for a support from an experienced individual.
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In the case of an emergency, a healthcare professional would need to understand some of the most effective means of addressing the emergence | Engaging in continuous and keen observation will be a critical undertaking in improving the working experience |
| A new healthcare challenge can also compel a healthcare professional to search for the support from other professionals.
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A healthcare professional will seek to understand some of the most effective means of dealing with the challenge. | Detailed interaction and consultation will be relative useful in boosting the superiority of services offered by healthcare professionals. |
- Why is it important to keep to timelines to ensure improvements are implemented effectively? State your answer below.
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Keeping an appropriate timeline is helpful in minimising the possibility of shortfalls in the provision of quality services in modern healthcare institutions. The adoption of an appropriate training timeline is also useful in advancing the quality of services offered by healthcare professionals in any healthcare settings. Recent studies further affirms that keeping of timeline help in reducing wastage of resources in rectifying unpredicted social and health challenges.
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References list
G, Martin. “The British National Health Service 1948-2008: A Review of the Historiography,” Social History of Medicine, Dec 2008, Vol. 21 Issue 3, pp 437–460
[1] G, Martin. “The British National Health Service 1948-2008: A Review of the Historiography,” Social History of Medicine, Dec 2008, Vol. 21 Issue 3, pp 437–460
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