Category: Communication

Communication in Patient Care Facilities

Communication in Patient Care Facilities
  Communication in Patient Care Facilities

Communication in Patient Care Facilities

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UNIT 2:Principles of Health and Social Care ( POWERPOINT )

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Communication in Patient Care Facilities

Hospitals and social patient care facilities apply concepts of communication in their day-to-day running (Schwartz, Lowe, & Sinclair, 2010, p. 1). Without communication, it would be impossible for institutions to deliver their services or even run. Efficient art of communication is indispensable for organizational success. There are various approaches that could vary the efficiency of communication from one organization to the other. These include communication skills, systems, infrastructure, channels, regulations, and policies among others. In patient care facilities, communication particularly occurs between institutions and their clients, health professionals and patients, organizations and their staff, as well as facilities and the external environment. Inefficiency at any point during communication processes could impair running of patient care organizations. Usually, following the complexity of communication processes in institutions, challenges may present when purposing to achieve effectiveness of information delivery and use (Bramhall, 2014, p. 54). Under such circumstances, it would be necessary for institutions to find means of enhancing their communication. The approach entails focusing on various aspects constituting the process of communication. These include the previously mentioned factors such as communication skills among health care practitioners, organizational systems and so on. This essay considers the case of Gracefield Hospital and its attempts to improve its communication processes. The institution is located in one of the busiest parts of London City. It serves people of varied social backgrounds and medical needs. The hospital is about to be upgraded to a foundation, and one of the crucial factors that would see to its successful acquisition of the status is efficiency of communication in the institution.

Use of Communication in Patient Care Facilities

  • Theories of Communication in Patient Care Facilities

Reputable patient care facilities have described communication as a central pillar that impacts on patient safety, quality of care, and patient satisfaction (Cleveland Clinic, 2013). As such, institutions should always purpose to have effective communication processes. However, ensuring that communication is effective is challenging for institutions. It is for this reason that facilities require pre-established models and theories for the ease of pursuing excellence in communication. Theories addressing communication matters in patient care facilities include the Theory of Planned Behavior and Health Belief Model. The Theory of Planned Behavior is an advancement of the Theory of Reasoned Action in that it adds up the concept of perceived behavioral control to its predecessor theory. The model hypothesizes that approaches that seek to cause behavioral change should target patient beliefs as they are the basis of attitudes (Niaura, 2013, p. 74). According to the model, behavior results from attitudes. The model further explains that behavior results from the intention of individuals either to perform or not to perform specific actions. In addition to attitude and perceived behavioral control, the theory also incorporates the concept of subjective norm. In patient care, health practitioners apply the Theory of Planned Behavior mostly when giving recommendations to their clients. The model enables practitioners to predict whether patients would adopt certain recommendations or not. Practitioners predict behavior by considering factors such as whether patients express positive attitudes or not. They also determine whether the subjective norm is supportive or not, and also, they evaluate the strengths of various behavioral intentions as expressed by patients. At Gracefield Hospital, clinicians apply the Theory of Planned Behavior when coming up with recommendations for their clients. By so doing, the professionals are able to offer the most applicable treatment and disease management approaches available.

On the other hand, Health Belief Model suggests that it is possible to predict patients’ behavior by evaluating the extent to which they consider themselves vulnerable (Jones, Smith, Llewellyn, 2013, p. 253). According to the model, people evaluate their vulnerability on the basis of their susceptibility to conditions as well as the severity of the consequences associated with such conditions. Usually, patient vulnerability and severity of the risks they face communicate whether patients would apply recommendations or not. By understanding such messages, practitioners would then offer effective advice to their clients (Bramhall, 2014, p. 53). At Gracefield Hospital, for instance, practitioners use Health Belief Model to offer health promotion advice to patients on the basis of their specific medical conditions. By so doing, clinicians at Gracefield Hospital utilize patient messages to enhance the effectiveness of their care.

  • Communication Skills in Patient Care

Communication involves much more than just the words people say (Royal College of Nursing, 2015). For instance, the tone and voice used in communicating would send certain messages to the recipients of information. Likewise, the attention that receivers of information offer sends a message to the persons delivering information. In other words, communication is not just about words, but also skills applied in the process (Ha & Longnecker, 2010, p. 38). Usually, communications skills could be verbal or non-verbal. The verbal aspects include the tone of communication, choice of words, and voice properties such as whether commanding, requesting, or begging. Other verbal skills include the speed of speech, fluency of communication, and articulation of ideas.

On the other side, non-verbal determinants are mainly body language, and they express one’s interest in communication (Royal College of Nursing, 2015). They include body posture, facial expressions, eye contact, gestures, and touch. For instance, a smiley face of a clinician would encourage patients to approach and communicate with their health care attendants than would do a frowning face. Again, a bored look such as when one is yawning would send the implication that clinicians are not interested in attending patients. In addition, practices such as failing to maintain eye contact create an impression of lack of confidence in one-self. Patients may not be interested to communicate their problems to care providers who fail to maintain eye contact. On the other hand, it is important that clinicians avoid staring at their patients when attempting to maintain eye contact. In addition, practitioners should understand that patients of different cultures may get different messages from maintenance of eye contact. For example, some cultures may regard it as a warm encounter while others could perceive it as being rude. In the same manner, different patients may have varied interpretations of practices such as making light touches and physical contacts depending on their cultural background.

In my earlier experiences at Gracefield Hospital, I made a few communication mistakes but for now I have corrected them. I recall that I used to tower over patients when communicating to them if they were lying on bed. I later learnt that the approach was not sending the right message to patients. Upon reflection, I realized that patient felt psychologically distanced from me. As for now, I set my stature to a reasonable level when attending patients  so that they can feel that I am attached to them.

  • Handling Inappropriate Inter-Personal Communication in Patient Care Settings

Effective interpersonal communication is vital in patient care institutions (Ha & Longnecker, 2010, p. 38). As noted earlier, communication in these settings involve multiple parties including patients, clinicians, facility administrators, external parties such drug and equipment suppliers among others. For instance, nurses would require interacting with physicians, pharmacists, therapists, psychologists, dieticians and other relevant clinical personnel for them to understand the specific needs of patients. As such, it would be vital to have a system that promotes such interactions. Patient-centered communication is particularly critical and when it is inappropriate, it would directly impair the process of meeting primary goals of patient care institutions. When communication between patients and health care professionals is effective, patients achieve satisfaction, they tend to comply with treatment approaches, and eventually, they realize their desired outcomes (Negri, Brown, Hernandez, Rosenbaum, & Roter, 2010, p. 7). At times, interpersonal communication is impaired by certain factors within patient care setups. Such factors include language barrier, cultural differences, specific needs, and education disparities. Determinants also include ones associated with organizations, practitioners, and patients. So as to handle inappropriate interpersonal interactions, organizations should address the specific challenges impairing communication. For instance, relevant stakeholders would equip their facilities with modern communication devices to facilitate communication among healthcare professionals. Such infrastructure should also facilitate access of patient information so that practitioners can interact effectively with their clients. On the same basis, institutions should facilitate their interactions with patients by employing technological communication systems in patient follow-ups. For instance, institutions could have working call, messaging, and mailing services to encourage patients to keep in touch with their health care providers. Another effective approach applicable to handling inappropriate inter-personal communication include encouraging health care providers to employ effective communication skills. The strategy would include enhancing the skills of practitioners through training, capacity building, and internal campaigns. Adoption of communication policies would also effectively manage inappropriate interpersonal communication. At Gracefield Hospital for instance, communication policies define methods through which health care practitioners are expected to interact with their clients. These policies guide professionals in extending standardized and high-quality care to patients that is devoid of communication insufficiencies.

  • Caring for Patients with Specific Communication Needs

In health care, patients may present varied communication needs (Kourkouta & Papathanasiou, 2014, p. 65). In most cases, people with physical, mental, and sociocultural disabilities would necessitate specified strategies to address their specific needs. The deaf and the blind are particularly special groups whose communication needs would require extra skills and modification of systems to settle. For example, so as to cater for the needs of the deaf, patient care facilities should consider employing sign language specialists. Such a move would facilitate communication and overcome challenges such as having to waste too much time seeking external help. So as to facilitate interactions with crippled persons who may need to communicate regularly with health care personnel, organization should adopt practices such as encouraging the use technological communication strategies such as video calls to overcome the inconveniences associated with travelling to hospitals. On the other hand, institutions should hire professionals who can use brails to cater for blind people. Other approaches include addressing the communication needs of illiterate patients. For such patients, health care practitioners should consider beefing up written messages with images. Additionally, practitioners should consider giving practical illustrations instead of just directing patients verbally or through written instructions. Another special group that patient care facilities should attend with extra attention constitutes people who are affected by language barrier. Language disparities are likely to impair communication in patient care as professionals may not get the messages of their clients. Likewise, patients may fail to understand their health care providers if they do not understand their language. So as to address the needs of the group, institutions should employ professional translators. Alternatively, institutions should consult families of their patients to connect with their clients. However, the approach may be associated with too many inconveniences and it may be unreliable. For organizations that deal with people of different geographical regions, hiring professional translators would offer one of the most effective approaches to handling challenges of language barriers. For instance, Gracefield Hospital has established the sources of its customers, and it has employed professional translators for languages such as Russian, Spanish, German, and Indian. The personnel work with the communication and customer support department. The personnel facilitate attendance of patients by giving accurate and timely translations to health care professionals.

Influence of Different Factors on Communication Processes in Patient Care Facilities

2.1 Values and Culture

Values and culture are important determinants of communication strategies during patient care. Though the culture of health care professionals also count in influencing communication, the culture of patients poses most of the observed challenges. Clinicians and social health care professionals should understand the cultural values adopted by their clients so as to avoid possible inefficiencies in communication. Usually, culture instills in people certain values and beliefs that could either promote or hinder communication (Kalliny, Ghanem, & Kalliny, 2014, p. 145). For instance, people of different cultures may hold varied perceptions on communication strategies such as disclosure of personal information. For instance, people could hold beliefs such as those restricting them from counting their parities. Some cultures would consider such practices as a taboo, and therefore, patients with such backgrounds would hesitate to disclose the information to health care professionals. Another excellent illustration of the influence of culture and values on communication during patient care is the instance of cultures discouraging men from disclosing their problems to women. For such cultures, male patients may offer limited information to female healthcare professionals.

Usually, clinical and social care professionals are expected to offer culturally-sensitive services. As such, it would be out of order for them to deny patients preferences motivated by culture. Rather than challenging cultural beliefs and values held by their patients, health care providers should seek alternative means of attending patients. It is also advisable to note that though some cultural values could be disgusting and unreasonable from the perspectives of health care professionals, practitioners should not express their frustration to patients. Instead, they should handle such situations in a friendly manner.

Gracefield Hospital is a culturally-sensitive institution. It encourages practitioners to adhere to cultural ethics described in their respective codes of practice. The institution also enlightens its customers by addressing mythical beliefs about communication that could be generated in the society and cultural setups. The institution exposes unfounded beliefs to encourage patients to communicate more effectively with their clinicians. However, Gracefield Hospital does not deny patients the right of holding cultural and personal beliefs by any means. Personally, as an advocate of effective communication at Gracefield Hospital, I would give scientific evidence to patients for them to reconsider beliefs that impair care delivery.

2.2 Impact of Legislation, Charters, and Codes on Communication in Patient Care Setups

Communication is a critical aspect in patient care. It entails requesting information, handling it, reacting to it, sharing it, and managing it. If not properly conducted, communication may impair service delivery, patient satisfaction, as well as patient safety. For such reasons, stakeholders have developed regulations and guidelines directing various practices involved in communication. The regulations range from legislative laws, charters, policies, codes of practice, as wells ethical guidelines. The application of these regulations discourages malpractices that could result with inappropriate means of carrying out various processes of communication. Some of the communication approaches considered worldwide is patient information on drugs. Laws and regulations protect patients from misguidance that could be motivated by financial interests of clinicians and social health care professionals. While the law encourages health care professionals to keep their clients updated on available therapeutic strategies, it discourages them from having vested personal or business interests when recommending management practices. Regulations also define interactions that hospitals should have with pharmaceutical companies (Francer, Izquierdo, Music, Narsai, Nikidis, Simmonds, & Woods, 2014). Such laws define concepts such as product promotion, non-promotion, and scientific knowledge and describe how such factors should be handled in communication between pharmaceutical companies and healthcare professionals or the community. Other regulatory communication laws include the ones that define knowledge delivery to patients and subsequent requests for treatment consent. Usually, ethical guidelines of patient care practice involve autonomy, beneficence and non-maleficence, as well as justice (Selinger, 2009, p. 50). So as to grant autonomy to patients as directed through ethical guidelines patient care professionals require promoting patient awareness by communicating necessary information to their clients. After doing so, then professionals may request their clients to give them consents to take care of their needs. In the UK, professionals who may treat their patients without consent, or those who would use wrong information to acquire patient consent face severe legal consequences, and they are charged with battery (Selinger, 2009, p. 51). Other crucial legal frameworks governing communication in patient care institutions include the Disease Control Act established in 1984. The Act requires healthcare professionals to notify the public about infectious diseases and offer mandatory treatment for illnesses such as tuberculosis. There are also legal frameworks requiring health care professionals to promote patient confidentiality in their practice. For instance, practitioners are required to professionally evaluate the necessity to disclose patient information to other parties such as the police before acting. Other frameworks that influence patient communication with healthcare professionals include advanced care directives. Usually, practitioners are required to refer to such directives, more so if their patients are unconscious at the time of treatment. Gracefield Hospital has achieved its current position by avoiding communication malpractices that by adhering to professional laws as well as the British Constitution.

2.3 Organizational Policies and Appropriate Practice of Communication

Organizations shape the communication conduct of their staff through policies and systems. For instance, institutions could impose fines to their own staff that compromise patient privacy by inappropriately disclosing patients’ personal information. Again, institutions could influence various practices in communication such as the application of specific communication skills when attending patients. For instance, institutions would require their practitioners to always welcome their clients with a warm handshake or verbal salutation. On the other hand, organizations could structure and implement policies that would discourage practices such as distracting patient interviews. For example, institutions may require practitioners not to put their personal phones in silent mode when interviewing or educating patients. By so doing, organizations would set up a culture that impact on communication significantly. It is also possible for organizations to influence communication conduct by focusing on personal appearance and dressing code of practitioners. Usually, patients get certain messages by evaluating the general appearance of their health care providers (Ha & Longnecker, 2010, p. 40). In addition, patient care facilities would influence communication to patients and among professionals by adopting certain channels such as ICT devices. For instance, institutions could set up mailing, messaging, and calling facilities that would be facilitating the interaction of patients with their clinicians. Again, the mechanisms of staff supervision that patient care facilities adopt would impact significantly in shaping appropriate communication conduct. For example, if institutions are keen to patient responses about the conduct of practitioners, then the staff would most likely adopt good communication strategies to impress their clients so as to earn a reputable image by the management.

Gracefield Hospital is keen on setting up systems that promote appropriate communication conduct. The hospital has a working system where patients’ compliments and complains are discussed. Staff members are encouraged to handle their clients wisely and those who receive overwhelming complements from patients are rewarded. As such, staff members feel obliged to offer services that meet or surpass communication standards of the facility.

2.4 Improving Communication Processes in Patient Care Facilities

Social and health care institutions can enhance their communication systems through numerous approaches. For instance, organizations can better the efficiency, reliability, and speed of communication by adopting technologically advanced instruments (Robertson, Creswell, Takian, Petrakaki, Crowe, Cornford, & Sheik, 2010, p. 4564). An excellent illustration of technological systems that patient care facilities can utilize is the electronic health records (EHR). The systems would improve interactions between clinicians in different disciplines such as nursing, medicine, and pharmacy. Additionally, adopting EHR systems would provide practitioners with an opportunity to easily access patient information and make safe decisions. The other approach that could lead to improved communication processes is staff training and capacity building. This would entail advising practitioners on appropriate ways of handling patient information, updating them on patient care communication policies, and advising them on the best practices of handling controversial situations. Institutions should also focus on special groups when purposing to improve their communication systems. For instance, they can hire translators to facilitate communication with patients who present with language barriers. For the blind, institutions can higher sign language specialists, and for the blind, patient care organizations should hire professionals who can utilize brail services. Other approaches to improving communication with patients include educating patients. Such approaches would include addressing cultural beliefs that patients hold concerning the disclosure of their personal information under certain circumstances. Institutions should also educate patients on beliefs founded on myths. By so doing, there would be a reduction in situations of cultural hindrances to communication.

Gracefield Hospital has already focused on improving its communication processes. The organization has instituted a committee that has been mandated to investigate communication challenges in the facility and offer recommendations for bettering the system. The process of improving communication in the institution is currently underway and the committee includes professionals from relevant medical fields.

Information Communication and Technology in Patient Care

3.1 Accessing and Using ICT in Patient Care

ICT tools are designed to facilitate communication in patient care and hence impact positively on service delivery and eventual treatment outcomes. ICT-enabled records facilitate access of information by different health professionals at different levels of treatment (NHS Choices, 2015). For this case, EHR systems offer an excellent illustration to accessing and using ICT in patient care. Basically, EHR systems are electronic versions of the previously used traditional paper medical records (Advanced Data Systems Corporation, 2012). They are cloud-based, and therefore, the entered information is secure and only accessible to certain users, who for this case are healthcare professionals. The system is internet-based and one requires devices such as a computer, smart phone, tablet, or laptop to access it. Usually, health care professionals are issued with login information including a password for them to access the system through EHR website. Once they have logged in to the system, users get access to patient information including medical history, personal data, and financial information and so on. Health care professionals using EHR systems also get access to crucial medical information such as laboratory test results and findings of physical diagnoses (The British Psychological Society, 2011, p. 4). In addition to viewing information, users of EHR systems can also modify patient information by adding data.

Gracefield Hospital has adopted EHR Systems and replaced paper-based medical records. The systems are particularly important in that they enable physicians to make referrals with efficiency.  Again, doctors at the hospital use the system to communicate with one another and discuss patient matters. The systems have also been of great use in expanding the knowledge of health care professionals in the hospital. For instance, users of the system stay updated on matters such as those concerning disease outbreaks. Professionals at Gracefield Hospital also find the systems handy in getting scientifically-proved information concerning diseases and their treatment.

3.2 Benefits of ICT in Patient Care for Patients, Practitioners, and Organizations

There has been wide use of ICT in patient care institutions worldwide (Robertson et al., 2010, p. 4564). ICT has remarkably influenced service delivery in patient care institutions. One of its greatest impacts is speeding communication (The British Psychological Society, 2011, p. 5). Unlike in earlier times where there were no major technological developments, it is possible to communicate fast with the help of ICT.  For instance, patients used to deliver their records physically to different health care providers when clarification of issues was necessary. Nowadays, health care providers contact each other on phones, computers, and other gadgets through calls, messages, and mails whenever needs of clarification arise. ICT has also promoted patient safety. For instance, systems such as EHR minimize chances of error as they present information in a standardized way. Again, patients are protected in that they cannot lose their medical history as would have been the case had they depended on paper records solely. They are also protected in that their medical and personal information is only accessible to authorized persons. To patient care organizations, ICT has significantly facilitated management. Usually, one of the greatest worries of organizations is managing and using data. When organizations use computers and online systems to store data, it becomes easier for them to handle such data. They can retrieve it when necessary and also make modifications as needs to do so arise. On their side, health and social care practitioners enjoy benefits such as attending patients accurately. Professionals are able to make accurate decisions as they have sufficient patient information at their disposal, and they can access it timely. At Gracefield Hospital, ICT has mostly contributed to the institutions current position. Technological tools have facilitated care delivery and the overall efficiency of running the facility.

3.3 Impact of Legal Factors on Communication Systems in Patient Care

ICT has both benefits and shortcomings, especially depending on the means of its application to service. For instance, while technological systems facilitate data storage and retrieval, they could easily compromise its security. In abnormal circumstances, people entrusted with keeping information may expose it to unauthorized parties. For such situations, the impact of ICT would be detrimental to the privacy of the owners of information. Bearing such considerations, governments institute legal measures concerning the use of technology. Such legislations have significant impact on the application of ICT in patient care settings. In England, one of the most influential policies is the Data Protection Act instituted in 1998. The Act controls the manner in which institutions use information that they collect from people (Gov.UK, 2015). In patient care institutions, The Data Protection Act requires that facilities only use information from their clients for treatment purposes only. Again, the act requires that such data be applied accurately and precisely to its stated purpose. Additionally, the Act limits the transfer of patient data by requiring that data be accorded adequate protection if it is to be communicated beyond the European Economic Area. The act also influences data handling by requiring patient care institutions to apply extra caution and security on sensitive information such as sexual health, ethnic background, and criminal records. At Gracefield Hospital, the Act encourages practitioners to handle patient information appropriately. Actually, the Act offers patient an opportunity to sue the organization in situations where they would feel dissatisfied with the institutions use of information that it collects from them.

References

Advanced Data Systems Corporation. (2012). How do EHR systems work? Retrieved from http://healthcare.adsc.com/blog/bid/195876/How-Do-EHR-Systems-Work

Bramhall, E. (2014). Effective communication skills in nursing practice. Nursing Standard, 29(14), 53-59.

Cleveland Clinic. (2013). Why relationship centered communication matters. Retrieved from http://healthcarecommunication.info/

Francer, J., Izquierdo, J. Z., Music, T., Narsai, K., Nikidis, C., Simmonds, H., & Woods, P. (2014). Ethical pharmaceutical promotion and communications worldwide: codes and regulations. Philosophy, Ethics, and Humanities in Medicine : PEHM, 9, 7. http://doi.org/10.1186/1747-5341-9-7

Gov.UK. (2015). Data protection. Retrieved from https://www.gov.uk/data-protection/the-data-protection-act

Ha, J. F., & Longnecker, N. (2010). Doctor-patient communication: A Review. The Ochsner Journal, 10(1), 38–43.

Jones, C., Smith, H., Llewellyn, C. (2013). Evaluating the effectiveness of health belief model in improving adherence: a systematic review. Health Psychology Review, 8(3), 253-269.

Kalliny, M., Ghanem, S., & Kalliny, M. (2014). The Influence of cultural orientation and communication style on consumer behavior. Journal of Global Marketing, 27(3), 145-160.

Kourkouta, L., & Papathanasiou, I. V. (2014). Communication in nursing practice. Materia Socio-Medica, 26(1), 65–67.

Negri, B., Brown, L., Hernandez, O., Rosebaum, J., & Roter, D. (2010). Improving inter-personal communication between health care providers and clients. Retrieved from http://pdf.usaid.gov/pdf_docs/Pnace294.pdf

NHS Choices. (2015). Your health and care records. Retrieved from http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/overview.aspx

Niaura, A. (2013). Using the theory of planned behavior to investigate the determinants of environmental behavior among youths. Department of Environmental Sciences, 1(63), 74-81.

Robertson, A., Creswell, K., Takian, A., Petrakaki, D., Crowe, S., Cornford, T., . . . Sheik, A. (2010). Implementation and adoption of nationwide electronic health records in secondary care in England: qualitative analysis of interim results from a prospective national evaluation. BMJ, 2010(341), 4564.

Royal College of Nursing. (2015). Communication methods. Retrieved from http://rcnhca.org.uk/top-page-001/communication-methods/

Schwartz, F., Lowe, M., & Sinclair, L. (2010). Communication in health care: considerations and strategies for successful consumer and team dialogue. Hypothesis Journal, 8(1), 1-10.

Selinger, C. P. (2009). The right to consent: is it absolute? British Journal of Medical Practitioners, 2(2), 50-54.

The British Psychological Society. (2011). Guidelines on the use of electronic health records. Retrieved from http://www.bps.org.uk/sites/default/files/documents/electronic_health_records_final.pdf

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Communicating in Health and Social Care Institutions

Communicating in Health and Social Care Institutions
   Communicating in Health and Social Care                                  Institutions

Communicating in Health and Social Care Institutions

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Communicating in Health and Social Care Institutions

Communication forms the basis of interactions and coordination in health care. Health care professionals have to communicate with their patients, among themselves, as well as with the hospital management. On their part, hospitals have to communicate with their staff and patients and also interact with the external environment. The efficiency of running health care institutions is dependent on the effectiveness of communication systems. Usually, service delivery is unsatisfactory if proper communication fails to take place. Patients may not understand instructions, clinicians may misinterpret directions, and hospitals may lose important information. Basically, communication in health and social care organizations involves concepts such as communication channels, policies, agents, services, devices, and message type, interaction mode, and security protocol. Each of these concepts is mostly determined by the organizational structure in specific institutions. When the communication system is faulty, organizations experience inconveniences and hardships in their practice. So as to avoid such inconveniencies, facilities must explore technologically advanced tools, optimize interactions and discussions among professionals and interdisciplinary personnel, and avoid risks associated with poor communication. On their part, health and social care practitioners should possess particular skills to have efficient communications with their patients. This paper gives an in-depth look into the application of communication skills in clinical and social care by health professionals. Later, the paper discusses factors that influence the application of such skills in the two settings. Lastly, it discusses ways in which health and social care institutions apply technology in their communication systems for enhanced efficiency.

1.0 Use of Communication Skills in Health and Social Care Institutions

Communication skills that clinicians and social care practitioners apply during their practice influence the ability of patients to understand, follow, and adhere to recommendations and instructions. For instance, studies indicate that patients are better placed to manage chronic ailments and administer preventive self-care when clinicians deliver information effectively (Institute of Healthcare Communication, 2011). Practitioners use communication skills in different ways when ensuring that they communicate effectively with patients.

1.1 Application of Communication Theories to Health and Social Care

The theory of communication as a multi-way process applies perfectly to the health care se up. The theory divides communication into two major concepts, verbal and non-verbal communication (Chaaban & Sezgin, 2015, Pg. 190). The theory describes the verbal part as the words, sentences, and phrases that communicators use. On the hand, the non-verbal part includes four elements. The four are the standing, kinesics, paralinguistic, and prosodic elements (Corcoran, 2013, Pg. 8).  The prosodic part includes the rhythm and intonation used in communication. In health and social care, for instance, the speed of communication alters the extent to which message recipients comprehend communications. This concept is particularly important when clinicians interact with patients. I will illustrate this with my personal experience at Gracefield Hospital. I once used to be fast in directing patients until a time when I had directed one of my patients to the laboratory only for him to head directly to the pharmacy. He queued in the pharmacy section and when I spotted him, I asked him whether he had gone to the laboratory. I learnt from his reply that he did not get my directions, and since the pharmacy is the most obvious destination for patients who have seen their physicians, he just assumed that I had directed him to the place. Upon my reflection, I realized that I was too fast and the patient was not that quick in grasping my directions. This was a practical experience of inefficiencies caused by poor communication skills as warned in the aspect of prosodic element of the theory of multi-way communication. My poor skills had resulted in a waste of time for the client. The other non-verbal cues in the theory of multi-way communication are kinesics, standing, and paralinguistic features which refer to body language, appearance, and use of expressions such as “ahhh” respectively. It is common to find patients and staff members describe how attractive or unattractive other people are in their communication on the basis of these non-verbal features. On their part, verbal expressions as described in the theory of multi-way communication refer to the message itself. For example, if clinicians keep using phrases rather than exact words that they mean, patients may find it hard to get the message. The other relevant model in social and health care communication is the theory of self-disclosure. The model explains interpersonal communication in health care delivery systems (Bylund, Peterson, & Cameron, 2012, Pg. 263). The theory centers on the level of interactions that health practitioners enjoy with their clients. For this model, unlike in the multi-way theory, communication is mainly perceived from the perspective of the patient. When clinicians earn the trust of their clients, they may need to respond by expressing certain features in their communications. For instance, they may need to express emotional attachment to their clients. They would do so by the choice of words that they use. From a personal experience, I express affection to patients who disclose their private life to me and by so doing, I earn more trust from patients and the move enhances my efficiency in attending patients.  So as to improve my communication skills, I should emphasize on the elements in the multi-way communication as well as the ones in the Theory of Self-Disclosure.

1.2 Using Communication Skills in Health and Social Care

Clinicians’ ability to apply communications skills to practice has numerous benefits. Actually, communication is a determinant of the quality of services that professionals offer to their patients. Personally, I boost the quality of my services by conducting open-ended enquiries, reflective listening, and developing emotional connections when necessary. In so doing, I am able to address the specific or unique needs that each patient would present. Generally, application of effective communication skills enhances the accuracy of services such as diagnoses and treatment. It also enhances patient medication-adherence and safety and promotes patient and family satisfaction. Additionally, the practice minimizes chances of malpractice, and it enables health and social care practitioners to address the needs of their patients effectively hence increasing the quality of their services and so their demand. However, so as to have optimal communication outcomes in health care, practitioners need setting the pace from the beginning. Therefore, they should not just focus in areas such as the directions they give to their patients during treatment, but also on the information that patients offer to them during diagnoses. It is for this reason that they should consider a variety of theories when conducting the overall care process. Actually, the basis of health and service care is interviewing patients during diagnosis. If clinicians apply skills that would enable them to conduct interviews efficiently, they would collect all the essential information. Personally, I prioritize on collecting all the necessary information by exploiting skills that stabilize patients such as being able to minimize interruptions. I also promote medication adherence by ensuring that patients understand what they are supposed to do. When purposing to promote patient satisfaction, clinicians should employ skills that convince their clients that they are handling their problems with the necessary weight. For instance, they could let their patients know that the entire patient care team is involved and it is dedicated to address their specific demands. Also, clinicians should show that they understand the history of their clients so as to convince them that their services are satisfactory. Clinicians should also use communication to avoid risks and malpractices. Huntington and Kuhn noted that improper communication strategies are a major cause of risks and malpractices (cited in Institute of Healthcare Communication, 2011).

 1.3 Methods of Dealing with Inappropriate Interpersonal Communication in Health and Social Care Facilities

Usually, communication in health care involves multiple parties and it could be termed as interpersonal. For Gracefield Hospital, clinicians such as nurses, doctors, pharmacists, therapists, dieticians, and others would need to interact effectively for them to handle the needs of their wide range of patients efficiently. However, there may be instances when such communication could be disrupted. Application of interpersonal communication theories would be a crucial approach in overcoming such challenges. For communication between practitioners, interpersonal communication strategies would include dialogues and the use of interactive channels such as office phones and computers. Gracefield Hospital enhances dialogues by adopting interactive communication systems. Failures of communication between health and social care providers and their clients are also risky in patient care processes. At Gracefield Hospital, some of these hardships are commonly generated by language barriers, differences in education levels, disparities associated with culture and social practices, as well personal matters such as privacy, and time constraints. In most cases, hospitals and social care institutions should address particular challenges when designing their communication systems. For instance, they would employ interpreters where instances of language barrier are likely to hinder communication. So as to overcome barriers of communication associated with differences in education, practitioners should use simple language and explain concepts in simplified manners. It would also be important for facilities to encourage their employees to extend culturally-sensitive care so as to avoid misunderstandings between them and their patients. Also, institutions should ensure that practitioners adhere to ethics of care such as those expecting them to maintain confidentiality and privacy when entrusted with patient information. It would also be important for hospitals to have enough facilities and personnel so as to maximize the instructions of patients and care providers. Usually, shortage of resources and inadequacy of healthcare staff pressure practitioners to hasten their care creating time constraints (Chertoff, 2015, Pg. 2). Provision of adequate resources would facilitate interpersonal communications and raise the overall quality of services.

1.4 Use of Strategies that Support Users of Health and Social Care Services with Specific Communication Needs

Patients present different communication needs to health and social care providers. It is important for clinicians to address the needs of specific people so as to ensure that they accurately get their messages for optimal patient treatment and satisfaction outcomes (Ha & Longnecker, 2010, Pg. 38). Specific needs could range from physical, emotional, and psychological disabilities as well as economic, social, and geographical considerations. For instance, healthcare facilities would require having sign language experts so as to address the communication needs of the deaf. For the blind, practitioners should consider extending services such as helping patients use assistive devices and guiding them to different facilities within the institutions. Such practices would facilitate care delivery by enhancing the effectiveness of communication. For people with learning and language disabilities, institutions should consider approaches such as using images, non-verbal cues, translators, or family members. For the case of Gracefield Hospital, translators are indispensible considering that the institution serves people from backgrounds of all manners. Economic, social, and cultural backgrounds are also crucial when addressing patients’ communication needs. Personally, I ensure that my communication strategies are efficient by offering patients an opportunity to choose their preferred interaction strategies during follow ups. I also ensure that I only use gestures that I am sure that they would not be misinterpreted in different cultures.

2.1 How Values and Cultural Factors Influence Communication in Health and Social Care setups

Usually, culture makes people adopt certain values and beliefs that may influence communication. It is a critical requirement by ethical guidelines that practitioners offer culturally-sensitive care to patients by respecting their beliefs and cultural dignity (Zahedi, Sanjari, Aala, Peymani, Aramesh, Parsapour, & Dastgerdi, 2013, Pg. 1). In the case of Gracefield Hospital, for instance, clinicians occasionally deal with people who insist on particular practices concerning their health. For instance, there are cultures that would restrict men from offering or communicating gynecological care to women. Gynecology patients from such cultures may decline to communicate with male practitioners, and the overall care process would be impaired. Whether such beliefs are reasonable or not, it is beyond health care professionals to overlook the preferences of their patients. Instead of initiating cultural conflict, Gracefield Hospital encourages practitioners to explore possible alternatives to maximize patient satisfaction. From my experience of cultural disparities that patient present and my knowledge on communication skills, I encourage patients at Gracefield Hospital to express any concerns that they may have. I also educate them on the importance of avoiding beliefs that could limit their access to health services.

2.2 Impact of Legislation, Codes, and Charters on Communication in Health and Social Care Setup

Health care services and professional practice is subject to legislative regulations. Clinicians and social care workers must adhere to laws, guidelines, codes, charters, and standards that are structured so as to discourage malpractices. In healthcare, each discipline has specific regulations developed by their respective boards, unions, and other regulatory agencies. They include codes of ethical conduct, standards of practice, codes of professional conduct, and of course the national constitution. Gracefield Hospital adheres to the UK regulatory requirements including parliamentary acts. For instance, the Hospital relies on Data Protection Act which was developed by the legislature in 1998 when operating its communication systems. The act requires that organizations only use patient information for the primary purpose which their owners are notified about, and therefore, it is a critical pillar in preventing malpractices and conflicts in hospitals and social care facilities (Gov.UK, 2015a).  Since health care providers collect much personal information from their clients, they should handle it responsibly to avoid exposing what would be contrary to the expectations of their clients. Personally when undertaking my day-to-day duties in the wards of Gracefield Hospital, I come across patients who warn me against disclosing certain information to other people. So as to come up with an acceptable decision, I usually refer to professional codes, principles, policies, and guidelines. Generally, laws and regulations promote patient confidentiality. Health and social care practitioners are always expected to take caution when handling patient information. Additionally, the law requires that clinicians inform their clients how specifically they intend to use their information (Gov.UK, 2015). In my newly entrusted responsibility, I would inform my fellow care providers about specific laws governing communication matters in health care. Again, I would suggest measures that would promote patient knowledge about their rights in managing their information. Through such measures, I would also inform patients that Gracefield Hospital is sensitive to their confidentiality and privacy, and at the same time, the facility is obliged to inform them accordingly.

2.3 Effectiveness of Organizational Systems and Policies in Promoting Good Practice in Communication

Organizational systems are critical determinants of the manner in which health and social care professionals handle communication matters (Kodjo, 2009, Pg. 58). There are certain practices that organizations would encourage or discourage, and by so doing, they influence the nature of communication behaviors that prevails. For instance, if organizations tolerate practices such as ignoring privacy and confidentiality concerns raised by patients, then practitioners would increasingly engage in the habit (Entwistle, Carter, Cribb, & McCaffery, 2010, Pg. 742). Eventually, such communication systems would have impaired rather than facilitated patient-clinician interactions. The current reputable image of Gracefield Hospital could be attributed to factors such as having an excellent communication system. The system allows the management to see to it that clinicians adhere to policies and codes of practice throughout their interactions with patients. It is however important to note that the system at Gracefield hospital does not frustrate care providers. Actually, the communication system is designed in a way that it protects patients, and at the same time, it crates enough room for clinicians to extend high-quality services. Generally, social and health care practitioners are expected to be conversant with laws, policies, and regulations governing communication for their institutions to prosper. Failure of practitioners to observe such laws is a common source of legal conflicts and institutions end up having their image tarnished. Institutions that would be aiming at advancing to more recognizable heights would not afford legal conflicts emanating from improper handling of patient communication. Instead, they would prioritize on perfection, conduct thorough spot-checking, and monitor their communication approaches to evade conflicts with their clients. Gracefield Hospital looks forward to being upgraded to a foundation, and therefore, its staff should practice in a way that would avoid situations that would compromise its integrity and reputation.

2.4 Ways of Improving Communication in Health and Social Care Settings

There are different approaches that organizations could take in bettering their communication strategies (Ha & Longnecker, 2010, Pg. 41). Interestingly, communication is one of them. The approach entails equipping practitioners with professional communication skills through training, capacity building, educational seminars, and so on. For international hospitals, the management should encourage the staff to learn common languages such as English, Spanish, French, Chinese, Germany, Indian, Russian, and others depending on the regions from which they fetch most of their customers. Having basic skills in multiple languages would not only make professionals and their institutions operate efficiently, but it would also attract people in the sense that they would feel a psychological sense of belonging. Likewise, disabled persons such as the deaf would feel secure if they visit institutions where their type of communication is appreciated. In cases where institutions may not necessarily train their practitioners to learn skills such as sign language, an effective alternative would definitely be employing interpreters for such purposes. Gracefield Hospital, so to illustrate, has a specific subdivision in the communication department concerned with translating information presented in languages other than English. As such, the Hospital would rarely delay services to patients regardless of its customers’ origin. Other important approach that health and social care institutions should consider when focusing on improving communication strategies between care providers and patients include encouraging basic practices such as listening and paying attention to the meaning of the information that patients disclose. Practitioners should possess rich listening skills for them to interact effectively with their clients. On the same line, institutions should discourage distractions such as making personal calls in the middle of interviewing patients. From a different angle, organizations should better their communication systems by ensuring that their staff members are conversant with different cultures. For instance, they should know that cultures vary on their perception of certain gestures, paralinguistic features, speaking tone, as well as certain lines of interrogations such as those that could sound as prying into one’s personal life. Having such knowledge on communication would place them at a position where they can deliver care effectively. Also, hospitals should update their staff members on information concerning policy changes from the legislative, boards, and union perspectives. Such updates are necessary to ensure that clinicians and social health care providers adjust their communication strategies so that they adhere to regulations.

  1. 1 Accessing and Using Standard ICT Software Packages in Supporting Practice in Health and Social Care Setups

Perron et al. defined ICT as modern tools employed in patient care to store, convey, or manipulate data (Perron, Taylor, Glass, & Margerum-Leys, 2010, Pg. 67). The tools influence the careers of social health care workers just as they influence those of clinicians. Practitioners require adapting to the technological environment by expressing competencies in using these tools. There are both technical skills as well as abilities such as being well-placed to collaborate with other health care professionals. In some cases, practitioners in England learn the use of ICT tools through online databases such as Social Care Online (Scie, 2008). At Gracefield Hospital, one of the facilities that employ ICT is the Common Assessment Framework (CAF). The technique is ICT-enabled, more so from the perspectives of case assessment recording and data sharing. The basis of CAF is technologically-assisted reporting systems (Holmes, 2014). Usually, the technique enables the involved professionals to assess the needs of minor patients with efficiency (Hampshire County Council, 2012). The administration of the tool includes having a lead practitioner and a team of health care professionals (Department for Education and Skills, 2015). Professionals share information through online portals. It should be noted that the involved team members may not necessarily be in the hospital practice, but they could be in social care as well. In the UK, there are specific guidelines, policies, and performance management information that direct the use of CAF. Generally, for hospitals and social care institutions to fully employ CAF, they need having reliable infrastructure with a competent IT system, efficient information support systems, and also equip their personnel with the requisite skills.

3.2 Benefits of Using ICT in Health and Social Care to Service Users, Health Practitioners, and Institutions

The application of ICT in healthcare has numerous benefits. The technology enhances the speed, reliability, standardization, and overall efficiency of care delivery. Healthcare professionals can monitor their patients remotely and handle complications with their requisite urgency. Electronic health records (EHR) are of special significance when considering the benefits of ICT instruments in health care. The devices facilitate care delivery by allowing practitioners to instantly access all patient history necessary for diagnosis and treatment. Additionally, these devices allow clinicians to consult each other and seek clarifications when necessary. Usually, it is only authorized persons who access patient information through EHR systems. This is enabled by having the system requiring login information which is only available to healthcare personnel (Fernandez-Aleman, Senor, Lozoya, & Toval, 2013, Pg. 541). Therefore, unless clinicians act irregularly, patient information is held intact by the use of the technologically developed systems. EHR devices also promote patient safety by minimizing chances of errors. The systems overcome the challenges of inaccuracies associated with unclear representation of data. Also important to consider is the property of the devices enabling the consolidation of various types of patient information including physical diagnoses, laboratory results, pharmacy records, financial records, insurance services and others. When such information is consolidated, clinicians find it easier to come up with decisions. On their part, health and social care organizations find it economical to use EHR systems as opposed to the traditional paperwork practices. Institutions do not have to keep collections of as many papers as they used to do prior to advances in ICT. ICT overcomes the challenge of losing information by misplacing papers or by having books get damaged and also saves space for institutions. Hospitals are able to maintain orderliness and their management gets improved. For the case of Gracefield, EHR devices have promoted general practices by allowing clinicians to instantly access patient information such as blood pressure, breathing rate, past medication history, temperature, and other crucial tests. Such information would have taken time to access had there not been the technological instruments.

3.3 Impact of Legal Considerations Concerning the Use of ICT on Health and Social Care Systems

The application of ICT in health care is regulated by several legal policies. Such policies are instituted so as to control malpractices and safeguard the general wellness of patients. In the UK, the law requires practitioners to use ICT meaningfully (Adler-Milstein, Ronchi, Cohen, Winn, & Jha, 2014, Pg. 112). For instance, it is unexpected of clinicians to use patient information to establish personal or business links with them. Again, practitioners are not expected to compromise patient confidentiality and safety by placing information in places where unnecessary parties may find access. The law in Britain does not tolerate malpractices associated with ICT. Indeed, there is an established Act addressing misuse of computers. The Computer Misuse Act was developed in 1990 and it defines inappropriate uses of ICT as a prosecutable crime. The Act points out actions such as hacking of information, unauthorized access to information, deliberate moves to alter data among other practices as unconstitutional (Gov.UK, 2015b). While the law does not limit the application of ICT in service provision, it is tough on those who seize the opportunity to cause harm. The law explains penalties imposed on culprits of ICT crime, and the punitive measures include custody and fines (“Penalties”, 2015). Definitely, the British law protects patients and therefore impacts positively on health and social care. Without the law, there would be cases of malicious exposure of patient information on public sites such as social media. Usually, non-adherence to the law leads to poor patient outcomes, unmet patient expectations, high chances of legal conflicts, and a bad reputation for institutions. Gracefield Hospital prioritizes on responsible use of patient information and practitioners who would use ICT irresponsibly would face severe punishments. The hospital’s emphasis on appropriate use of ICT has contributed to its desirable reputation.

Conclusion

Communication is an important tool in running health and social care facilities. It is the basis of interactions and coordination in health and social care. Health care providers should apply vital communication skills for them to deliver services effectively. The theory of multi-way communication and that of self-disclosure are essential when addressing communication issues in healthcare. There are various ways through which institutions can better their communication systems. They include training their personnel, and employing professional translators. Being in the heart of London, Gracefield Hospital stands a chance to serve people of varied backgrounds, and translators are indispensible for efficiency running of the institutions. By enhancing its communication system, the hospital will maintain its high profile, earn more credit, and be upgraded to a foundation. However, the hospital would face risks of having its image tarnished if its staff members fail to observe the law and ethics of practice. Non-adherence to the law, regulations, and policies would attract legal technicalities, and the integrity of the hospital would be compromised.

References

Adler-Milstein, J., Ronchi, E., Cohen, G. R., Winn, L. A. P., & Jha, A. K. (2014). Benchmarking health IT among OECD countries: better data for better policy. Journal of the American Medical Informatics Association : JAMIA, 21(1), 111–116.

Bylund, C. L., Peterson, E. B., & Cameron, K. A. (2012). A practitioner’s guide to interpersonal communication theory: An overview and exploration of selected theories. Patient Education and Counseling, 87(3), 261–267.

Chaaban, A. & Sezgin, A. (2015). Multi-way communications: an information theoretic perspective. Foundations and Trends in Communications and Information Theory, 12(3), 185-371.

Chertoff, J. (2015). The evolving physician-patient relationship: equal partnership, more responsibility. Insight Medical Publishing Group, 23(1), 1-3.

Corcoran, N. (2013). Communicating health: strategies for health promotion. London: SAGE.

Department for Education and Skills. (2015). The Common Assessment Framework for children & young people: supporting tools. Oxfordshire County Council. Retrieved from https://www.oxfordshire.gov.uk/cms/sites/default/files/folders/documents/aboutyourcouncil/planspublications/caypp/localityworking/CAFSupportTools.doc

Entwistle, V. A., Carter, S. M., Cribb, A., & McCaffery, K. (2010). Supporting Patient Autonomy: The Importance of Clinician-patient Relationships. Journal of General Internal Medicine, 25(7), 741–745. http://doi.org/10.1007/s11606-010-1292-2

Fernandez-Aleman, J., Senor, I., Lozoya, P., & Toval, A. (2013). Security and privacy in electronic health records: A systematic literature review. Journal of Biomedical Informatics, 46(3), 541-562.

Gov.UK. (2015a). Data protection. Retrieved from https://www.gov.uk/data-protection/the-data-protection-act

Gov.UK. (2015b). Serious Crime Act 2015: fact sheet, computer misuse. Retrieved from https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/415953/Factsheet_-_Computer_Misuse_-_Act.pdf

Ha, J. F., & Longnecker, N. (2010). Doctor-Patient Communication: A Review. The Ochsner Journal, 10(1), 38–43.

Hampshire County Council. (2012). Identifying needs: Common Assessment Framework. Retrieved from http://www3.hants.gov.uk/childrens-services/practitioners-information/caf-support-and-resources/cs-caf.htm

Holmes, L. (2014). The Common Assessment Framework: the impact of the lead professional on families and professionals as part of a continuum of care in England. John Wiley & Sons, 2014. Doi: 10.1111/cfs.12174.

Institute of Healthcare Communication. (2011, July). Impact of communication in healthcare. Retrieved from http://healthcarecomm.org/about-us/impact-of-communication-in-healthcare/

Kodjo, C. (2009). Cultural competence in clinician communication. Pediatrics in Review / American Academy of Pediatrics, 30(2), 57–64.

Penalties. (2015). Teach ICT. Retrieved from http://www.teach-ict.com/gcse_new/legal/cma/miniweb/pg6.htm

Perron, B. E., Taylor, H. O., Glass, J. E., & Margerum-Leys, J. (2010). Information and Communication Technologies in social work. Advances in Social Work, 11(2), 67–81.

Scie, S. (2008, May 16). How practitioners use ICT in social care work. Retrieved from http://www.communitycare.co.uk/2008/05/16/how-practitioners-use-ict-in-social-care-work/

Zahedi, F., Sanjari, M., Aala, M., Peymani, M., Aramesh, K., Parsapour, A., … Dastgerdi, M. V. (2013). The Code of Ethics for Nurses. Iranian Journal of Public Health, 42(1), 1–8.

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Communication Methods Applications to Scenarios

Communication Methods Applications to Scenarios Communication Methods to be applied to scenarios
Telephone and voice mail
Meetings

Communication Methods Applications to Scenarios
Communication Methods Applications to Scenarios

Video Conferencing
Memos(High-Impact, Traditional)
Blogs
Face-to-Face
Email
For the following four (4) scenarios, decide which method would be most effective and justify your answer. Draft a form of communication for each.
• One of your employees is constantly late, leaving food and drinks at the work station, and you are forced to address the situation.
• You need to let all employees know about a company special event.
• You hear from a friend that a client is about to sign a contract with one of your present competitors.
• You have three bids on a piece of equipment and you need to get a management decision on purchasing.

Comments and constructive criticism Essay

Comments and constructive criticism
          Comments and constructive criticism

Comments and constructive criticism

Order Instructions:

The writer will have to read each of this post and react to them by commenting, analyzing and supporting with relevant articles. The writer will have to read carefully before giving constructive comments on the post. The writer should write a one paragraph of at least 150 words. APA and in text citation must be use as each respond to the two post must have in text citations. The writer will have to use an article to supports his comments in each of the article. Address the content of each post below in a one paragraph each, analysis and evaluation of the topic, as well as the integration of relevant resources.

The details will be send via email

SAMPLE ANSWER

Comments and constructive criticism

 Article one

I do agree with the article on the explanations provided on the differences between qualitative and quantitative research. Qualitative research aims at collection of information by using broader questions about participants. Quantitative research on the other hand requires application of mathematical theories as well as hypothesis to help in testing of the phenomena (Kasim, Alexander, and Hudson, 2010). The fact that the article has used integrative method is a good idea as it has acted as planning tool; something that ensures that research process is done effectively (Corner, 2002). The research topic on factors that contribute to the success of Upstate of South Carolina is also well done. Application of the five elements of integrative model is important to ensure that all steps and process are followed to ensure that enough information is gathered. The article is as well organized and written. It is also well supported with evidence, hence highly credible and objective.

References

Corner, P. D. (2002).  An integrative model for teaching quantitative research design.  Journal of Management Education, 26(6), 671-692.  doi:10.1177/1052562902238324

Kasim, R., Alexander, K., and Hudson, J. (2010).  A choice of research strategy for identifying    community-based action skill requirements in the process of delivering housing market renewal.  Research Institute for the Built and Human Environment, University of Salford,  UK

Article 2

The article is precise and well organized. This is exemplified through the use of sub headings that address different components of a research paper. I also do agree that indeed, just like qualitative study, quantitative study has some setbacks that the researcher must put to consideration when conducting a study (Creswell, 2013). Appropriate procedures should be put in place to help avoid or eliminate any instances of biasness in variables and data. It is important to use an integrative approach more so for student learners. This approach provides or acts as a guide and this ensures that the study is done appropriately (Corner, 2002). In doctorate study, using this integrative approach is critical. It is important to come up with various hypotheses for testing. This is also put into consideration in this study and it makes this article credible. Furthermore, the article has incorporated various sources that contribute to credibility and credibility.

References

Corner, P. D. (2002). An integrative model for teaching quantitative research design. Journal of Management Education, 26(6), 671-692. https://www.doi:10.1177/1052562902238324

Creswell, J. W. (2013). Research design: Qualitative, quantitative, and mixed methods approaches (Laureate Education, Inc., custom ed.). Thousand Oaks, CA: Sage

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The effects of OTT players on the mobile operators

The effects of OTT players on the mobile operators
The effects of OTT players on the mobile                                     operators

The effects of OTT players on the mobile operators

Order Instructions:

Dear all,

Reference to the on going project we are working on:

Please refer to the order number:
113162 for the project proposal
113311 for the literature review

Now i want you Please to start working on the introduction or the chapter one, please make sure to use the same references you used in the proposal and the literature review, as soon as this part will be ready we will start the last chapter for the methodology and the data collection.

– Please find below the instructions for this chapter:

1- we need to show couple of diagrams in the introduction.
2- Introduction should cover the literature review.
3- the research questions will as follows:
a) What are the OTT players/ providers.
b) How they are affecting the mobile operators?
c) what are the strategies applies by the Mobile operators?
4- what is my hypothesis?
5- the methodology used will be qualitative through interviews top management in couple of the mobile operators, quantitative survey for the consumer on using the OTT rather than the service from the operators.

PLEASE CONTACT ME FOR ANY CLARIFICATION AND HELP ME TO PASS THIS SO THAT WE CAN START THE THIRD PART.

SAMPLE ANSWER

Abstract

OTT players have been considered a potential threat to the telecom companies. Mehrotra & Kumar (2014, p.169) argue that the OTT players have the tendency to provide services across all IP networks. The mobile operators find that it is hard to compete with the actors because they provide services that are value added. With the development of technology such as adoption of tablet computers and smartphones, the players have become more advanced than their counterparts’ telecom mobile operators. The OTT players include Internet-based alternatives such as WhatsApp and Skype (Tsai, Lee & Yu 2009, P.210). The OTT players also include third-party content and social networking firms such as Facebook and YouTube. Their effects are alarming as there is a considerable fall in revenues on the side of the mobile operators (shown in diagram 1). Usually, their (OTT players) operations are not under the administrative control of the content of the service giver. The players have drastically affected conventional telecom services, particularly SMS and voice. OTT messaging is projected by Adejuwon (2013, p.51) to surpass SMS in 2012 (shown in diagram 2). The effects have caused the mobile operators to work ineffectively. For instance, the players have started to use data to supplement loss.

Park, Jung & Noh (2014) and Sheehan (2010) argue that the mobile operators are in a ferocious cycle of confusion. The mobile operators are viciously engaging in investing much of their considerable money and time searching how to provide similar web services models for the altered telecom customers. Noticeably, the business models used by mobile operators and OTT players are quite different. Observably, the OTT players generate their income from advertising and the sale of the content or services they provide. Martinaitis & Rogoža (2015) argue that the revues from advertising are satisfactory to the players since they tend to have a larger churning subscriber base. This is apparent because the customers can switch between products whenever they want. Therefore, the client has a direct correlation with the OTT players and is free to contact subscriptions from any place, at any given time, and using any available technology.

Research background

The literature review gives that the mobile operators have been devising the mechanism to decrease the competition from the players. The mobile operators have been focusing on leveraging their primary business of selling data, thereby projecting to increase their walled market share (Kreutzer & Land 2014). The mechanism used in leveraging is by decreasing the content and service to those subscribers who use their products (Smith 2014). In addition, the leveraging takes the shape of offering the best quality of service to its customers. This method is mostly defensive.

One of the strategies to be improved to lessen the deep scars of OTT players on the mobile operators is by developing new ecosystems. Nelder (2011, p.204) and Stage & Wells (2013, p.6) argue that the mobile operators can facilitate new ecosystems and advances. This is possible because the operators can use the network infrastructure to expose APIs (application programming interfaces) correlated to their pieces of equipment (Keefe 2009). The net effects will be that the mobile operators will create innovative services that could connect into multifaceted infrastructure. In addition, the operators will be able to provide value-added services to communications (Leah 2014). Commendably, the operators will also be able to give application-based communication services.

The next strategy is to ensure that their (mobile operators) products are of high quality and have service reliability (Star 2014, p.239). Relating that the operators enjoy the ownership and control of the network, it can be able to ensure that it services meets reliability and quality for its respective subscribers. Observably, the mobile operators own as well as control the billing correlation (Jimenez-Castillo & Sanchez-Perez 2013, p.19). Therefore, it can use this opportunity to charge subscribers for the use of OTT services. This process can be affected through the monthly subscription or based on the per-event basis (JHO 2013). Furthermore, the operators can take advantage of the market by comprising free access to these OTT players as a component of a serving price plan, which will comprehensively include SMS, data, and voice minutes. Deregulation of markets can be enhanced to make sure mobile operators operate efficiently (Harris 2009, p.208). Apparently, the performance of mobile operators is retarded by rigid regulations in most countries. Therefore, they are unable to flex their innovations to compete with the OTT players. In addition, going digital can be enhanced to make sure that they use the most sophisticated methods to compete in the digital market (Adejuwon 2013, p.56). Going digital imply the adoption of technological advancements that can have equal or more production to those of OTT players.

Diagram 1: how share traffic volume is shared in LTE networks (Gates, Milgrom & Robert 2009, p.427)

Diagram 2: The percentage usage of the application mobile data traffic by a device type in 2012 (Dowling, Boulton & Elliott 2010, p.208)

Research aim statement

The purpose of this research is to examine how the mobile operators in the telecom industry can address the effects of OTT players.

Research Objectives

The following research seeks to achieve the following:

  1. Determine the effects of OTT players on the mobile operators
  2. The strategies the mobile operators have been using to counteract effects from OTT players

III.       Find out the best solution to handling the effects of OTT players

Significance of the research

The study aims at finding the extent at which the OTT players have affected mobile operators. Research also aims at giving the appropriate solutions on how to handle the effects of the OTT players (Carlson, Vincent, Hardesty & Bearden 2009, p.864). This is because the pieces of the literature failed to provide the best solution to deal with effects of the OTT players. There is a call in the literature review for further research to investigate how the mobile operators can strategize itself to weather the storms of OTT players non-defensively (Car, Pilepić & Šimunić 2014, p.207). This is because the pieces of literature appeared to concentrate much on the defensive strategies to deal with the situation. The defensive strategies include limiting access to the network and other mechanisms (Azzara 2010). The research will aim to find how non-defensive strategies such as collaboration can make the mobile operators rejuvenate their sales.

Delimitation

The research aims at studying two hundred and thirty top management persons in the couple of the mobile operators (Almossawi 2012, p.139).

Research methodology

The methodology used will be qualitative through interviews top management in couple of the mobile operators, quantitative survey for the consumer on using the OTT rather than the service from the operators (Mitchell & Jolley, 2010). The quantitative research will be an impact to give the exact figure the OTT players has affected with the mobile operators Zachariadis, Susan & Michael 2013).

References

Adejuwon, O 2013, ‘Sources of Organizational Legitimacy in the Nigerian telecommunications Industry,’ African Journal of Business & Economic Research, Vol. 8 Issue 2/3, p51-83 retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

ALMOSSAWI, M.M., (2012). Customer Satisfaction In The Mobile Telecom Industry In Bahrain: Antecedents And Consequences. International Journal Of Marketing  Studies, 4(6), Pp. 139-156, retrieved from EBSCOhost Database: Business                         Source Complete on 07.09-2015.

Azzara, C. V. (2010). Questionnaire design for business research: Beyond linear thinking–an interactive approach. Mustang, OK: Tate Pub & Enterprises Llc.

Car, T, Pilepić, L, Šimunić, M 2014, ‘MOBILE TECHNOLOGIES AND SUPPLY CHAIN MANAGEMENT – LESSONS FOR THE HOSPITALITY INDUSTRY,’ Tourism &       Hospitality Management, Vol. 20 Issue 2, p207-219, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

CARLSON, J, VINCENT, L, HARDESTY, M, BEARDEN, O 2009, ‘Objective and Subjective Knowledge Relationships: A Quantitative Analysis of Consumer Research   Findings’,  Journal of Consumer Research, Vol. 35 Issue 5, p864-876.

Dowling, M, Boulton, W, & Elliott, S 2010, ‘Strategies for Change in the Service Sector: The Global Telecommunications Industry,’ California Management Review, Vol. 36 Issue 3, p57-88.

Gates, S, Milgrom, P, Robert, J 2009, ‘Deterring Predation in Telecommunications: Are    Line-of-business Restraints Needed?’,  Managerial & Decision Economics, Vol. 16   Issue 4, p427-438, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

Harris, R 2009, ‘Telecommunications Policy in Japan: Lessons for the U.S.,   California Management Review, Vol. 31 Issue 3, p113-131, retrieved from EBSCOhost      Database: Business Source Complete on 07.09-2015.

JHO, W. (2013). Building Telecom Markets: Evolution Of Governance In The Korean Mobile Telecommunication Market, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

Jimenez-Castillo, D, & Sanchez-Perez, M 2013, ‘Integrated market-related internal communication: development of the construct’, International Journal of Market Research, Vol. 55 Issue 4, p2-19. 18

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LEAH, M. (2014). The EU Approach To Net Neutrality: Network Operators And Over-The-Top Players, Friends Or Foes. Computer Law & Security Review, 30(5), 508-520, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

KEEFE, H. (2009). Is Digital Technology Reshaping Employment Systems In The U.S. Telecommunications Network Services? Industrial & Labor Relations Review, 63(1), P42-59, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

KREUTZER, R., & LAND, K.-H. (2014). Digital Darwinism: Branding And Business Models In Jeopardy, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

Martinaitis, V, Rogoža, R 2015, ‘Quantitative estimation of improvements in the efficiency of district heating substation control system’, Building Services Engineering Research & Technology, Vol. 36 Issue 4, p455-468, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

MEHROTRA, R. and KUMAR, S., (2014). A Comparative Study Of Customer Relationship      Management In Telecom Industry In Rajasthan. Asia Pacific Journal Of Management & Entrepreneurship Research, 3(1), Pp. 169-178, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

Mitchell, M. L., & Jolley, J. M. (2010). Research design explained. Australia: Wadsworth.

Nelder, J 2011, ‘Quantitative In Context’,  Journal of Advertising Research, Vol. 51, p204-206, retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

Park, K, Jung, K, & Noh, K 2014, ‘Strategic action and customer mobility: Antecedents and  consequences of strategic actions in the Korean mobile telecommunication service  industry,’  Asia Pacific Journal of Management. Mar2014, Vol. 31 Issue 1, p171-193,retrieved from EBSCOhost Database: Business Source Complete on 07.09-2015.

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Learning Program Framework for PCSS Call Centre

Learning Program Framework for PCSS Call Centre Order Instructions: In this assignment, you apply the knowledge you have gained from this module of human resource planning: identifying learning needs and designing learning programmes.

Learning Program Framework for PCSS Call Centre
Learning Program Framework for PCSS Call Centre

It is a practical assignment that tests the application of theory to practice, and as such you are not expected to produce a long list of references, although you should ensure that you have done the required reading for the module as this will be reflected in your work.
For this assignment, imagine that you have been appointed to lead a group of external consultants to devise and deliver a new learning programme for a new service center (call center) employing a staff of 250. You may choose to locate this fictional call centre in any place of your choosing, but you must justify your choice based on sound human resource planning grounds. For example, think about the availability of potential employees with the appropriate skills.
The programme which you are to devise is aimed at a group of 36 newly appointed supervisors who work in the call center which operates 24 hours a day, 7 days a week.

Produce a document showing the framework of a learning programme that takes place during the supervisors’ first month of employment. You should set out a plan for the month’s training, including a set of learning objectives, content and a justification of the learning methods adopted. You should aim to ensure that the majority of training takes place in a simulated or actual work environment. Up to 3 days (or 6 half days) could take place off the job.

There is no word limit for this assignment, but you should produce a matrix showing the various timings and activities. Please try to keep paperwork to a minimum, although you will need to write a short justification of your choice of content and methods. Remember that not all the learning needs to take place in a classroom, which leaves room for creativity. Marks will also be given for showing that you understand the needs of the group of learners and the organization; research into call centre environments will help improve your work.

Presentation and justification for your selection of a location for the call center. This is most likely to be in a location with which you are familiar, so please give some background information and do not assume that your Instructor will be familiar with your country or region (NOTE: MY COUNTRY EYGEPT)

A set of learning objectives for the programme (up to 10 objectives for this section).

Think about a potential learning programme aimed at fulfilling a set of specific skills for a group of people within your organization. For example:

Delegation Skills for Middle Managers
Dealing with Difficult Clients for Front-Line Staff
Interviewing Skills in Employee Selection for All Levels.

Write a set of learning objectives and propose strategies and methods for the learning programme. Justify your selection.

Learning Program Framework for PCSS Call Centre Sample Answer

 

LEARNING PROGRAM FRAMEWORK FOR PCSS CALL CENTRE

Professional Call Support Service Centre (PCSS Centre) is a call centre located in Alexandria, Egypt, employing a total of 250 employees. Being Egypt’s second-largest city, Alexandria is rich in resources necessary for the call centre to flourish; including availability of highly qualified personnel with appropriate skills, as well as adequate business opportunities from the high number of organisations in the city. The call centre operates every day of the week for 24 hours each day and this ensures that client needs are effectively addressed.

The call centre is expected to be among the most professional service centres in the city, providing high quality services and the best value for clients. In order to achieve this objective, a learning programme has been designed to ensure that the 36 newly appointed supervisors acquire the necessary skills to promote efficiency at the call centre. The month-long training is designed in such a way that most of the training is conducted within the actual work environment. Supervisors will be trained for six days a week, with a break given on Sundays. To enhance the effectiveness of this programme and enhance the learning process, the training will be highly interactive, to ensure that the supervisors participate as much as possible as opposed to conducting trainer-led sessions only.

This document consists of the framework of a learning program, which supervisors will go through during the first month following their recruitment.

 

 

 

 

LEARNING PROGRAM FRAMEWORK FOR  PROFESSIONAL CALL SUPPORT SERVICE CENTRE
Main objective: Training for PCSS Centre supervisors
Expected outcome: To equip supervisors with necessary skills to manage the call centre activities and hence ensure quality service provision for clients
Period of training: One month
 

LEARNING PROGRAMME FRAMEWORK
Objective Training issues Expected outcomes Strategies and methods Methods justification Scheduled training period
1. To promote effective technology use to promote efficiency ·  Telephone and computer technology – telephony equipment, interactive voice response, speech recognition software, automatic call distribution, cloud computing Perfect understanding of how equipment, telephony technology and software in the call centre operate This training is expected to be practical and will be guided by a telephone service engineer

 

Supervisors will test and make use of all equipment and technology available at the call centre

 Understanding technology to be used at the call centre will ensure supervisors are familiar with their work environment and can handle any form of mishap Day 1 – 2
2. To equip supervisors with professional customer care skills ·    Understanding customer needs

·  Talking to customers – language of communication, tone and voice control, empathy e.t.c.

·  Guiding customers to get the right information

·  Directing customers to the most appropriate help desk

 Satisfied clients and good services as a result of understanding and helpful call centre employees This will include lectures on customer service as well as practical examples.

 

Supervisors will receive staged as well as real calls to test their customer care skills

 A theoretical class is necessary for supervisors to acquire the required knowledge

 

Practical lessons will ensure they can effectively handle clients and pass on the skills to front office staff

 Day 3 – Theory class

 

Day 4 – Practical class
3. To instill phone etiquette and work ethics ·  Phone etiquette, including how to pick calls, respond to calls and talk to customers

·  Professionalism in communication

·  Official language of communication

 

 

 Satisfied clients and professional handling of telephone conversations Team work, combined with interactive sessions with trainers will be used to identify the best practices when talking to clients on phone Supervisors will make suggestions on best etiquette and ethics and this will ensure that they will be more committed to promoting the set standards Day 5 – 6
Day 7 – Sunday
3. To equip supervisors with adequate skills to deal with difficult clients ·  Dealing with difficult clients for front line staff

·  Responding to difficult clients

·  Use of professional language

·  Dealing with issues while making the customer feel important

 Supervisors to guide customer service staff to ensure that they can handle difficult clients; by providing them with skills and proper language to use to enhance customer experience Real world settings with difficult or rude customers will be used, and supervisors will be required to make suggestions on how best to handle such clients.

 

 

 The use of real-world examples and involvement of supervisors ensures that that realistic solutions can be made Day 8 – 9
4. To train supervisors on how to transform staff into service sellers ·  How to sell PCSS Centre to potential clients

·  Encourage repeat clients

 Attract potential and retain existing clients through quality and professional service Combined interactive practical and theory training to include general office etiquette and training on courtesy and customer care language.

 

 Interactive learning ensures participation from participants and hence promotes efficiency in learning Day 10 – Theory class (Morning hours)

 

Practical class (Afternoon)
5. To provide supervisors with skills on how to develop a motivated team ·  Reduce staff turnover

·  Combat absenteeism

 High staff retention and effective customer service Supervisor-led discussions on best ways to motivate staff. To be done in teams and best suggestions discussed together with trainers. These will be compared with professional standards and best methods selected Allowing supervisors to suggest best ways of motivating staff will promote practical solutions as the supervisors are responsible for motivating employees Day 11 – Team discussions

 

Day 12 – 13  Discussion of best practices based on discussions and professional standards
Day 14 – Sunday
6. To promote skills on how to maintain high employee performance ·  What leads to poor performance?

·  How to approach employees with poor performance records

·  How to promote performance

·  Staff motivation

 High employee performance and hence quality work delivered to clients

 

Increased customer loyalty

 Half day training on best practices to promote employee performance followed by team discussions on how best to enhance performance

 

Survey to be done on employees to determine what motivates them and what their expectations are

 Theory class will ensure managers acquire effective skills in maintaining employee performance

 

The survey will give supervisors a better understanding of what employees really desire at their work places

 Day 15 –

Theory class (Morning hours)

 

Practical class (Afternoon)

 

Day 14 – 15 – survey and results discussion
7. To instil knowledge on delegation ·  Why delegate?

·  When to delegate

·  What jobs must be done by the supervisor and what can be delegated?

 Reduced supervisor burn out through delegation and enhanced efficiency as work is performed faster in team settings

 

 With guidance of trainer, supervisors to identify critical activities within the call centre; determine what can be delegated and what may not be delegated A practical lesson will ensure that supervisors delegate appropriately by creating a gap between what can be delegated and what needs to be strictly done by them Day 16
8. To equip supervisors with interview and staff selection skills ·  Selecting best candidates based on skills and capabilities

·  Best institutions to get skilled candidates

·  Identifying needs of the call centre

·  Interview skills to get best candidates

 Ensure that  PCSS Centre achieves best possible standards in terms of service provision and client satisfaction Theory classes on best human resource management practices

 

Identification of best skill sets for the call centre to be identified in teams

 

Conduct dummy interviews in teams and selection of ‘candidates’

 Combining theory with practice ensures that what is learned is well implemented. This will ensure that the supervisors can identify best skills for the centre and conduct interviews that ensure the best candidates are selected Day 17 – Half day theory class; Identification of best skills

 

Day 18 – 19 – Dummy interviews and selection of ‘candidates’
9. To promote continuous learning and development  through performance management ·  Staff monitoring

·  Coaching

·  Mentoring and training

 High employee skill set and experience

 

Quality service and more clients

 Practical performance management plans to be set up by managers – Identify skill sets of the newly employed employees, assess their capabilities and possible ways of improving performance at PCSS Centre As a hands-on undertaking, development of performance plans by the supervisors will test their understanding of the training and also set pace for performance management at the call centre Day 20 – Theory training (half day) on performance management

 

 

 
Day 21 – Sunday
Objective 9 cont’… Day 22 – 23- Identification of PCSS Centre skills set

 

Day 24 – 25 Development of performance management plan
10. To evaluate skills acquired by supervisors following the training conducted ·  Have adequate skills been assimilated by supervisors

·  Can supervisors pass on the acquired knowledge to subordinates?

 

 Skills taught over the month well understood and stimulated

 

Ability of supervisors to undertake the role of effectively managing the call centre

 Evaluation based on skills taught – Evaluation test

 

Team-based practical evaluations where best team will be selected

 

Perform 2-day training for front office staff on basic customer service skills, telephone etiquette and handling difficult clients

 These methods will ensure that all skills taught have been well understood by supervisors

 

Practical execution through the 2-day training will ensure taught skills are utilised

 Day 26 – Evaluation tests on various topics

 

Day 27 – 28 – Team evaluation on different subjects (practical sessions)

 

 
Day 28 – Sunday
Objective 10 cont’ … Day 29 – 30 – Training for front office staff

Learning Program Framework for PCSS Call Centre

References

Chomal, N, & Baruah, P 2014, ‘Performance Linked Reward and Job Satisfaction: Banking Sector’, SCMS Journal Of Indian Management, 11, 4, pp. 53-60, Business Source Complete, EBSCOhost, viewed 18 June 2015. Retrieved from http://eds.b.ebscohost.com/ehost/pdfviewer/pdfviewer?sid=25f9c689-2769-4895-a43a-6e7e53c93d92%40sessionmgr113&vid=1&hid=117

Eisenbeiss, S, Knippenberg, D, & Fahrbach, C 2015, ‘Doing Well by Doing Good? Analyzing the Relationship Between CEO Ethical Leadership and Firm Performance’, Journal Of Business Ethics, 3, p. 635-651, Academic OneFile, EBSCOhost, viewed 22 June 2015. Retrieved from http://eds.a.ebscohost.com/eds/pdfviewer/pdfviewer?sid=f7ed0ba7-c131-4c19-8bd3-4bd8e6e9c7f6%40sessionmgr4003&vid=0&hid=4113

Khalifa, Mohamed Hossam El-Din; Truong, Quang (2010). “The Relationship between Employee Perceptions of Equity and Job Satisfaction in the Egyptian Private Universities” (PDF). Eurasian Journal of Business and Economics 3 (5): 135–150.

Lawler & Boudreau. (2013). Achieving strategic excellence: Assessment of Human resource organizations. Stanford, CA.

Schultz, Duane P.; Schultz, Sydney Ellen (2010). Psychology and Work Today: An Introduction to Industrial and Organizational Psychology (10th ed.). New York City: Prentice Hall. pp. 38–39.

Smither, J.W. & London, M. (2009). Performance Management: Putting Research into Action. John Wiley & Sons , New York.

 

Call centres in the financial services sector

Call centres in the financial services sector
Call centres in the financial services sector

Call centres in the financial services sector

Order Instructions:

Dear Admin,

Please read the following, then answer the questions at the end:

Call centres in the financial services sector – just putting you on hold . . .

UniBank
UniBank was founded in the West Midlands during the late nineteenth century and by 1990 had become a traditional national high-street bank with branches in most UK towns and cities. Its main business is in personal banking and financial services for individual customers and small businesses. It has subsidiary business units which handle personal insurance, mortgages and share-dealing, but these are managed separately from the high-street banking concern.

The development of UniCall
By the mid 1990s all traditional banks were feeling the pressure of fierce competition in financial services, intensified by the arrival of new entrants such as supermarkets and other well-known brands. With an eye to the growing commercial success of direct line banking organisations, UniBank decided to enter the telephone banking sector, and has recently been able to improve shareholder value by switching a significant proportion of its general account management and enquiry activity to a dedicated call centre, named UniCall. This resulted in the closure of many smaller, unprofitable branches and the consequent need for redundancies. UniBank attempted to redeploy existing employees where possible, but also needed to recruit new staff to work in the national call centre. True to its origins, and mindful of the relatively high unemployment rates in the West Midlands, UniBank decided to locate UniCall just outside Birmingham. However, none of this was achieved easily, since the press and public expressed concern and dismay at the closure of so many small local branches, and there was strong trade union resistance to the job losses. Thus is it true to say that currently staff morale is low, that there is considerable anxiety and discontent with the new arrangements, and that the staff at UniCall itself are beginning to feel somewhat exposed as the debate about branch closures rages in the media.
26 27

The work at UniCall
At present UniCall employs 150 staff and operates 24 hours a day, 7 days a week on a 4-shift system. The majority of staff work on the daytime shifts. Staff work at sets of 4 desks, wear headsets with microphones to take the calls and operate terminals with access to all the required account and product information. Supervisors are responsible for each shift and there are two call centre managers and a deputy manager, one of whom is always either available at the centre or can be contacted by mobile phone. Pay scales are standardised; there is a starting rate of £15 000 which applies to newly recruited staff during their 6 months probationary period, after which they are placed at the bottom of a 4-point scale which rises by increments to £20 000. Employees proceed up the scale by annual increments until they reach the top point, after which further increases are dependent on promotion to supervisory or managerial work. Supervisory grades start at £22 000 and rise similarly to £27 500. There is no performance management system in place, and as yet the idea of an appraisal system has not been developed. UniCall is located in pleasant, airy open-plan offices which are nicely decorated and have good basic facilities including a snack and sandwich service, a rest room, a separate smoking room, and a kitchenette for the preparation of hot drinks and snacks; thus the ‘hygiene’ factors are fairly good.

Problems with UniCall
The history of UniCall has been mixed. After a patchy first 6 months, it seems to be picking up business very rapidly as customers begin to see the advantages of this service. While this is encouraging, it has led to a new range of problems. The existing number of UniCall staff is now clearly inadequate for the growing demands for the telephone banking service. Recruitment is under way but this is likely to place existing induction and initial training programmes under strain. Complaints are beginning to be heard from customers who are being ‘put on hold’ for anything from 30 seconds to 5 minutes during busy periods (especially early in the evenings and at weekends).

There are also problems associated with the use of the computer system itself; these centre on the apparent inability of some staff to extract accurate information about relatively simple enquiries, or the length of time that such interrogations take. Monitoring systems which measure the number and duration of different types of call add weight to these complaints, with enquiries relating to standing orders and direct debit arrangements appearing to take up to 50 per cent longer than they should according to the authors of the software. There have been customer complaints about rudeness, staff’s apparent inflexibility when dealing with complex account problems and the fact that different operators seem to give different answers to the same questions. There are additional knock-on effects for customers who prefer to visit their local branch. Here the problem seems to be that branch staff themselves have to telephone the call centre in order to deal with certain very simple transactions such as opening new accounts, and that they too are often kept ‘on hold’ to the annoyance of clients and their own considerable frustration.

The call centre staff are also beginning to complain about aspects of the work. UniBank carried out a staff survey 6 months after the start of the operation and again after a further 3 months and the findings of the second survey reflect the increased pressures by revealing a higher degree of discontent than that noted in the first survey. Workers say that they often feel very isolated from their colleagues, which leads to a certain unhealthy rivalry both within and between shifts. Many feel that they are ‘like battery hens’, working in an intensive manner, with little control over the number and type of calls which they receive 2728and limited opportunity to recover from one call before receiving the next. They are also under constant surveillance, with calls being monitored both to determine the productivity of the operators, and to check the accuracy of the information given and general quality of their work. This causes some resentment, and it appears that the operators often find informal ways to control the number of calls they receive and the time between calls. Some groups have worked out a method by which calls can be redirected to one of their number, thus allowing them all to appear busy while only one is actively taking calls. This way they take it in turns to give themselves an informal break from calls while still giving the appearance of working. On occasion this technique has been used to ‘soak’ new or unpopular members of staff, who find themselves the victims of such redirection, not realising that they are the only person on their team who is actually busy and appears to have a backlog. Supervisors are aware that this is happening, but find it very difficult to detect.

Some of the redeployed staff remain unhappy with the type of service they are being asked to give and find it too impersonal. On the other hand, some of the new recruits, especially in the younger age groups, believe that they work better and more effectively than other staff, and are beginning to feel that the standardised pay structure does not recognise or reward their individual skills and efficiency. Some are concerned about their employability and want formal recognition for their skills which would be transferable to other similar employers, of which there is an increasing number in the region. Indeed, UniCall has already lost a number of its staff to other local call centres which have a more varied clientele and better career prospects.

UniCall and UniLine, the future strategy
UniBank remains aware of the way in which the banking and personal finance sector is likely to develop and management recently decided to expand the service at UniCall to include the provision of mortgages and insurance, thus providing more of an integrated ‘one-stop shop’ service. Furthermore, work has already started on the development of an online banking system, ‘UniLine’, in parallel with the telephone service. UniBank has been somewhat late in its realisation of the importance of online banking, and thus finds itself at something of a disadvantage here. The new operation, UniLine, is located in the same set of buildings as UniCall, and urgently needs both programming staff and others with knowledge of banking and financial services who can help both to develop and run the initial trials of UniLine. It is also clear that if the local labour market is unable to supply this type of expertise at a competitive rate, then UniBank will have to consider alternative approaches.

UniBank and unions
UniBank recognises the UNIFI trade union. Membership increased at the start of the branch closure programme, but has been affected by redundancies and is starting to decline. Membership was always low at UniCall, where the workforce is relatively transitory and predominantly female (10–12 members on average). In addition, workers at UniCall felt that the union was concentrating too hard on resisting the branch closure programme to take an interest in the call centre, particularly since the call centre was partly responsible for job losses at the branches. However, there have been rumours about the possibility of 2829further job losses, this time at UniCall. This is because competitors in the banking and financial services industry continue to outsource work abroad, and because UniLine is likely to take over more of UniCall’s business and this is causing UNIFI to start recruiting more steadily at UniCall.

1.Identify and assess the key HRM issues at UniCall.

2.Recommend and justify HRM interventions that would improve business performance.

Also,

1) The answer must raise appropriate critical questions.

2) Do include all your references, as per the Harvard Referencing System,

3) Please don’t use Wikipedia web site.

4) I need examples from peer reviewed articles or researches.

5) Turnitin.com copy percentage must be 10% or less.

Appreciate each single moment you spend in writing my paper

Best regards

SAMPLE ANSWER

HRM issues at UniCall

The rapidly changing business landscape implies that there are presently a lot of many human resource management (HRM) issues that would continue evolving for several years to come. HR practitioners who face various challenges utilize their leadership skills as well as expertise in averting issues which may stem from those challenges (Stone & Deadrick 2015). In this paper, the main human resource management issues at UniCall are identified and assessed exhaustively. Moreover, a number of human resource management interventions that would improve business performance at this company are recommended and justified.

HRM issues at UniCall

Inadequate number of staffs: at the moment, the number of employees at UniCall is clearly insufficient for the increasing demands for the telephone banking service. Even though recruitment is underway, it may place existing induction as well as training programmes under strain. Thanks to insufficient staffs, complaints are starting to be heard from clients who are being put on hold for even up to 5 minutes in busy times particularly at weekends and early in the evenings.

Rude employees and employees giving inconsistent responses to customers: it is worth mentioning that there have been complaints coming from customers with regard to rudeness of UniCall staffs. In addition, another HRM issue is employees’ clear inflexibility whenever they deal with complicated account problems and the fact that dissimilar operators appear to give dissimilar responses to the same questions. Branch staffs not conversant with simple transactions: in local UniCall branches, the staffs there have to telephone the call centre so as to deal with some very simple transactions for instance opening new accounts. They are also kept on hold to the annoyance of customers as well as their own frustration.

Employees at UniCall discontented with work: a staff survey revealed that UniCall employees have increased pressures and there is an increased degree of displeasure. Workers at UniCall reported that they usually feel isolated from their co-workers, which results in a certain unhealthy rivalry both between and within shifts. A lot of them feel as though they are battery hens since they work intensively with little control over the number as well as type of calls that they receive. They also usually have limited opportunity of recovering from one call prior to receiving the next call. Furthermore, employees at UniCall are under continuous surveillance and this causes some resentment amongst UniCall staffs.

UniCall’s employees uncertain about their employment: there have rumours at UniCall with regard to the likelihood of further job losses. This is because UniCall’s rivals in the financial and banking services industry continue outsourcing work overseas and because UniLine may take over more of UniCall’s business. Lack of performance appraisal system: at the moment, UniCall has not implemented any performance management system. As yet the idea of an employee appraisal performance system has not been developed. Pay begins at £15,000 and rises by increments to £20,000. The pay for supervisors begins from £22,000 and rises by increments to £27,500.

HRM interventions that would improve business performance

Recruit more employees: a major HRM issue at UniCall is certainly inadequate number of workers since the company is understaffed. This problem could be effectively resolved through hiring more staffs to reduce pressures on the existing staffs. The goal of human resource management is basically to develop and maintain a sufficient supply of skilled personnel who are adequately motivated to work effectively and offer outstanding service (Armstrong 2010). By hiring more workers, the existing ones would be less strained.

Increase employee morale and motivation: many employees at UniCall are discontented with work and their morale is low. Managing employees is a challenging and crucial task for any manager. Workers are often motivated by a range of factors which could be affected by management. Perceiving they are fairly treated, receiving effective supervision, feeling appreciated and valued, getting feedback, having opportunities for professional development, and understanding their job priorities can all help employees at UniCall to perform better (Maugans 2015). In addition, developing and maintaining an effective, equitable and fair human resource management system can help in motivating employees and increase their level of job satisfaction as well as efficiency, which could lead to improved service quality. According to Marler (2012), a vital part of a long-term strategy is to create a management and organizational structure for human resource management that is executed by employees and managers at all levels. A HR partnership between individual employees, HR professionals, supervisors, and senior managers is what really makes a human resource management system work (Allen, Ericksen & Collins 2013).

Properly train new hires and re-train existing staffs who are incompetent: training is usually carried out in order to upgrade the skill of a person or to add a new skill, which could consequently bring the change desired by the company (Maugans 2015). At UniCall, some employees cannot even deal with some very easy transactions for instance opening new accounts. This problem could be resolved by re-training employees at local branches so that they are conversant with such simple transactions and would not need to call UniCall. Training staffs at UniCall will help in fostering growth and development, will build self-confidence and commitment of staffs, and would produce a measurable change in employee performance.

References

Allen, M, Ericksen, J, & Collins, C 2013, ‘Human Resource Management, Employee Exchange Relationships, and Performance in Small Businesses’, Human Resource Management, 52, 2, pp. 153-173, Business Source Complete, EBSCOhost, viewed 14 August 2015.

Armstrong, M 2010, Armstrong’s Handbook Of Human Resource Management Practice, London: Kogan Page, eBook Collection (EBSCOhost), EBSCOhost, viewed 14 August 2015.

Marler, JH 2012, Strategic Human Resource Management in Context: A Historical and Global Perspective. Academy Of Management Perspectives, 26(2), 6-11.

Maugans, C 2015, ’21st Century Human Resources: Employee Advocate, Business Partner, or Both?’, Cornell HR Review, pp. 1-4, Business Source Complete, EBSCOhost, viewed 14 August 2015.

Stone, D, & Deadrick, D 2015, ‘Challenges and opportunities affecting the future of human resource management’, Human Resource Management Review, 25, 2, pp. 139-145, Business Source Complete, EBSCOhost, viewed 14 August 2015.

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Written Communication and the Contract Law

Written Communication and the Contract Law Order Instructions: Contract Law

Assignment Requirements

Written Communication and the Contract Law
Written Communication and the Contract Law

• Written communication: Write in a professional style with correct grammar, usage, and mechanics.

• APA formatting: Use APA (6th edition) style and formatting to present your references and citations.

• Length of paper: 1, double-spaced pages.

• Font and font size: Times New Roman, 12-point.

Assignment: Select one of the following questions to serve as your essay:

1. Should the law allow debtors to avoid payment of their debts if those debts cause the debtors to lose their homes or suffer other extreme hardship?

2. Should a business be able to erase its obligations to workers if those obligations would cause the business to be unable to pay dividends to its shareholders?

3. Should a student ever be able to obtain forgiveness of her obligation to pay tuition?

4. Should a parent ever be able to obtain forgiveness of his obligation to pay child support?

Written Communication and the Contract Law Sample Answer

QUESTION 1

The law should exempt the payment of debts in some circumstances especially if this is likely to cause extreme hardships to the debtor. The law has tried to play a pivotal role in this through providing channels that can exempt debtors from paying most of their debts.

One of the ways through which a debtor can be allowed to cancel his/her debt is through filing for bankruptcy. The debtor can file for bankruptcy under chapter 7.  In this type of bankruptcy, the debtor seeks for the court to cancel most his/her debts but some assets that were not exempted during the making of the contract will have to be sold by the trustee to pay off the creditors. For one to be eligible for this type of exemption, he/she must show that his/her income does not exceed a certain set limit. This is meant to show that the debtor cannot reasonably pay off the debt and that the actions of the debtors are not mala fide. (Miller & Jentz, 2011, pg 530)

However, there is an exemption to the types of debts that a debtor can be exempted from paying. This chapter does not cancel the following types of debts; income taxes that have accumulated over the past three years, student loans in cases where the individual does not qualify for hardship discharge, child and spousal support, damages to be paid to an individual who was injured by the debtor while operating a locomotion machine under the influence of substance(s). (Strike Debt [Movement], 2014, pg 154)

Personally, I think that the law should also provide means through which debtors can be exempted from paying their debts in all types of circumstances so long as the debtor is able to prove beyond reasonable doubt that he/she cannot pay off the debts and that they are acting in good faith.

Written Communication and the Contract Law References

Miller, R. L. R., & Jentz, G. A. (2011). Business law today: Text & summarized cases : e-commerce, legal, ethical, and global environment. Mason, Ohio: South-Western Cengage Learning.

Strike Debt (Movement). (2014). The debt resisters’ operations manual. Oakland, CA: PM Press.

Communication in a multi-generational workforce Project

Communication in a multi-generational workforce
Communication in a multi-generational workforce

Communication in a multi-generational workforce: draft small-scale qualitative project write-up

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Small-Scale Qualitative Project Write-Up

For this Discussion Question, please be sure to visit the Application area before completing this Discussion.

Throughout this course, you completed various components of your Small-Scale Qualitative Project. The primary purpose of this assignment is to provide you with firsthand experience for conducting qualitative research.

• For this Discussion, you will attach your initial draft small-scale qualitative project write-up by Day 4 and final draft by Day 7 draft, be sure to also post a 5-sentence narrative abstract of your interview.

SAMPLE ANSWER

Communication in a multi-generational workforce: draft small-scale qualitative project write-up

Background: Of late, there has been an increase in the number of multigenerational workforce and this has complicated communication in the place of work. The current American multi-generational workforce compasses employees from four dissimilar generations/eras, with each having their own particular perspectives and needs, as well as styles of communication. One of the main difficulties experienced by multi-generational workforce is communication among the diverse age groups (Brown, 2012).

Problem statement: in many workplaces nowadays, people of diverse generations are working side by side. This multi-generational workforce comprises individuals in the following generation groups: Generation Y aged 25 years and under, Generation X aged twenty-five to forty five years, Baby boomer generation aged forty-five years to sixty-five years, and lastly the Traditionalist or Silent generation who are aged above 65 years (Cekada, 2012). Dissimilar communication styles is what really represents the main difference between the younger generations – Generations X and Y – and the older generations, Silent and Baby Boomers, in the place of work. Members of the younger generations have been in the workforce for a relatively short period of time and are less experienced in comparison to their older baby boomer and silent generation workmates (Brown, 2012). It is of note that members of the younger generations are inclined to using a form of communication that involves abbreviations, informal language as well as colloquialisms that need to be seriously broken down for better understanding. On the other hand, older generations’ workers are accustomed to communicating using appropriate formal language and this happens with high formality that has to be followed to the latter. In essence, the past homogenous human capital administration may not work successfully for the current working environment that consists of individuals from diverse ages (Rajput et al., 2013).

Purpose statement: thanks to increased multigenerational workforce, the general problem is that each generation has a unique and preferred communication/motivational style that challenge the leaders and the supervisors of multigenerational workforce. The main focus of this qualitative research study is to find out how communication can be a challenge within the multigenerational workforce and what needs to be done to improve the situation. The focus of this qualitative multi-case study is to explore strategies that managers use to communicate with a multigenerational workforce and eliminate any obstacles that impede effective communication with a multigenerational workforce. A survey methodology that employs the use of case study can best be used to answer the research questions related to communication in a multigenerational workforce.

Research questions: effective communication styles that can be used by company leaders and supervisors when communicating with a multigenerational workforce has not been fully established. The ability of the people in the multigenerational workforce to enhance their communication is very important as it will enhance proper relationships and improve the productivity of employees in the workforce (Jora & Khan, 2014). The research questions which this research seeks to answer are as follows:

  1. How is effective and proper communication a challenge amongst a multi-generational workforce?
  2. What strategies and communication styles can managers make use of to ensure effective communication with a multi-generational work force?

Theoretical framework: the theory that is applicable to this research study is certainly the social constructionist theory. This theory considers communication as a perfect transaction of message that comes from the sender to the receiver as a product of information sharing and creation of social meaning. The social constructionist theory essentially claims that how somebody says something will determine the meaning of the message by assuming that the ideas are constructed though the social process.

Significance of study: the data for this study would be gathered from three human resource managers within New York City. The data and the result from this study might significantly contribute to the social change by increasing communication and the overall productivity within the multigenerational workforce environment. This study will basically look into how communication amongst the multigenerational workforce could actually be a major challenge in an organization and what could possibly be done in order to address this crucial issue. In addition, this study is significant since the results would help organizations in addressing the issue of poor communication amongst staff members from different generations, which a problem that becoming increasingly common in more and more business organizations. Improved communication with staff members of diverse generations will certainly result in increased satisfaction with job and reduce the rates of employee turnover (Jora & Khan, 2014).

Members of staff usually feel empowered if they appreciate their multigenerational differences in the context of communication between them. Hiriyapa (2009) reported that the effectiveness of communication flow is of major importance to staffs given that employees often feel secure whenever they are able to receive truthful, understandable and clear information from their leaders as well as their co-workers. All in all, enhanced communication skills would help in reducing the impediments in the multigenerational workforce and improve understanding amongst the general employees.

References

Brown, S. E. (2012). Attracting, challenging, and leading a multigenerational workforce-A perspective. Frontiers of Health Services Management, 29(1), 29-33.

Cekada, T. L. (2012). Training a multigenerational workforce. Professional Safety, 57(3), 40-44.

Hiriyappa, B. (2009). Organizational Behavior. New Age International, New Delhi.

Jora, R. B., & Khan, S. (2014). Motivating multigenerational human resource. International Journal of Organizational Behaviour & Management Perspectives, 3(4), 1276-1281.

Rajput, N., Marwah, P., Balli, R., & Gupta, M. (2013). International Journal of Marketing and Technology, 3(2), 132-149.

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Improve communication and coordination

Improve communication and coordination
Improve communication and coordination

Improve communication and coordination

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Health Level Seven International (HL7) is a not-for-profit, standards-developing organization dedicated to providing a comprehensive framework and related standards for the exchange, integration, sharing, and retrieval of electronic health information that supports clinical practice and the management, delivery, and evaluation of health services.

After reading “Strategic Initiatives” (see Module 4 assigned readings), refer to the journals listed:

Search the GCU Library and the websites of professional health care informatics organizations, such as the American Health Information Management Association (AHIMA), American Medical Informatics Association (AMIA), and the Healthcare Information and Management Systems Society (HIMSS). Useful periodicals include:
•Health Data Management
•Health Management Technology
•Healthcare Informatics
•Healthcare IT News

Locate a case study that discusses how a health care organization solved a communication problem with a hardware solution while maintaining existing software.

Prepare a professional report (1,250-1,500 words) as if you are the informatics director of a 300-bed facility and the chief operating officer (COO) has given you the following directives:

1.Improve communication and coordination between admitting, laboratory, pharmacy, and clinicians to increase throughput; assume that each department has its own system currently in place.

2.Propose a solution that maintains existing software in each department and is supported by the HL7 initiatives.

In addition, define your focus and select a hardware solution; it may consist of a phased approach or an approach that directs attention only to one of the groups, or it may involve all of the aforementioned departments.

Provide a solution; emphasize interoperability.

Discuss how HL7 will improve communication and coordination between the departments.

Address the challenges of incorporating interoperability mandates from the Office of the National Coordinator.

Consider the challenges of an environment that is best of breed and the desire to move to a standard EHR across a health care enterprise.

Your solution may not implement new EHR software, but must provide a hardware solution to increase throughput.

Be creative with the context and formatting.

Prepare this assignment according to the APA guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required.

This assignment uses a grading rubric. Instructors will be using the rubric to grade the assignment; therefore, students should review the rubric prior to beginning the assignment to become familiar with the assignment criteria and expectations for successful completion of the assignment.

You are required to submit this assignment to Turnitin. Refer to the directions in the Student Success Center. Only Word documents can be submitted to Turnitin.

SAMPLE ANSWER

Improve communication and coordination

This Healthcare facility is experiencing operational stress due to reduced financial stability. The profit margins are low and the bed capacity records are at their highest. The management demands that there is need to raise the bed capacity to meet the healthcare demands. The most effective approach would not be an addition of new physical building but rather increase of their service capacity to enable serving more patients through an effective management system that increases the throughput (NCBI, 2013). This calls for a technology that will improve communication between the healthcare professionals as well as their coordination by offering real-time patient particulars such as laboratory updates, physician’s information, as well as information from the pharmacists. The system should facilitate the flow of information in the inpatient setting and the emergency department. This sort of technology is not common in most healthcare environment, especially in the surgical environment (Peter et al., 2012).

The HL7 standards aim at establishing set of values and specifications that facilitate free exchange of healthcare information. This will reduce healthcare services incompatibility due to reduced interoperability. For this reason, the proposed healthcare applications should support effective communication of information between the various environments, and should be available in common programming languages. Additionally, the program should have all the elements of each medical field and segments that can be customized (CDC, 2012).

In this context, the researcher is required to eliminate the information gaps in the healthcare system, which often results to expensive healthcare costs such as diagnostic error or medication error. For this reason, the proposed software should be in a position to tackle the challenges by improving interoperability without slowing down the care delivery process or putting patients at risk. Real-Time location system software enables increase interoperability in the healthcare industry by supporting the alignment of the physician through exchange of relevant healthcare information, which facilitates the management of care transitions. Consequently, responsible care is delivered at lower cost. The system involves physical keying of patient particulars, and the patient is provided with a tag that when used in the healthcare system, it reflect the patient particulars with ease. This way, nurse in charge would know the exact dosage for a particular patient, the physician would easily identify referral cases, and pharmacists would learn the patient particulars with ease (Vast & Gamm, 2010).

To increase throughput, the solution is to ensure that the proposed solution is readily available, and is compatible with the preexisting  systems; ensuring that relevant data is captured, and is transmitted in a standardized way, such that the quality of information is not lost during the sharing of information. The part of the process will include ensuring that there is a standard code for all of the departments so that information shared is matched. This will ensure that each department gets a system that contains data in the format needed. The system supports teamwork, staff coordination and promotes patient engagement (CDC, 2012).

The benefits  associated with the implementation of this technology  includes  increased throughput  and is evidenced  by healthcare variables such  decreased length of stay, improved billing system (charge capture, reduced  ambulance diversions as well as increased patient quality of life and satisfaction. Additionally, the standard implementation is rather straightforward and considerably customizable to meet the healthcare facility demands (Vast & Gamm, 2010).

Challenges of incorporating interoperability

The main challenge of integrating interoperability is the inadequate sustainable models, which can be used to guide the changes, and to assure that the data sources and storage are secure, offer technical support and a system is cost effective. There are increased risks of questions and distrust over who is responsible in controlling of information collected. Additionally, there are concerns on the standardization process. This implies that there are reduced agreements on which set of standards should be used, and in some cases, the standards used are too general and are susceptible to multiple interpretations. This could result to serious errors (King Et al., 2013).

Technology incompatibility is another issue. Although technological systems have similar objectives, some systems have differing ontologies as well as terminologies about the same healthcare or medication concept. This makes it difficult for interoperability (Vast & Gamm, 2010).

Overcoming the challenges

The main approach to overcome these key challenges is the standardized integration of applications and pricing by the manufactures. This will lower the installation, operation, as well as maintenance cost. The healthcare system should explore on ways to improve a culture that adopts changes. Additionally, legal barriers and hospital policies should be annulled. This includes working in partnership with the healthcare providers to debunk the misconceptions that prevails. The healthcare facility should establish a standard coding system and medication symbol and format, which largely influences the rate of interoperability. More efficient as well as effective software should be established to ensure that their i.e. effective communication and coordination between the stakeholders (NCBI, 2013).

Reference list

CDC (2012) Public health surveillance data: legal, policy, ethical, regulatory and practical issues. Supplements 61; 3, p30-34. Retrieved from [http://www.cdc.gov/mmwr/preview/mmwrhtml/su6103a7.htm?s_cid=su6103a7_x]

King, G. Et al.(2012) Boundaries and e-health implementation in health and social care. BMC Medical informatics and decision making 12; 100, p1-12

NCBI (2013) Sharing Clinical research data: Workshop summary. Retrieved from [http://www.ncbi.nlm.nih.gov/books/NBK137823/]

Peter, B. Et al. (2012). Mining electronic health records: towards better research applications and clinical care. Nature reviews 13; p395 -407

 Vest,  JR.,  &  Gamm, LD. (2010). Health information exchange: persistent challenges and new strategies. J Am Med Inform Assoc. 2010 May-Jun; 17(3): 288–294 doi:  10.1136/jamia.2010.003673

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