In this assignment it mainly deals about the NHS of England. It is actually a non-departmental executive public body of the Health Department of the England. The basic aim of the NHS England is to improve all the health outcomes of the people in England. The basic ambition of the NHS is to treat all the patients and the public and also put their interest at first (Bai and Tan, 2014). In the mentioned scenario of this assignment of NHS it discusses about the quality of the services of the care of the patients of NHS is shot then the expected standards which results patient’s lives at the stake and also the close down of the hospitals, specific departments and also the general practices. There is also have other factor which is also mentioned in this scenario of the assignment which led to the closure of the units, hospitals and the centers due to the lack of the poor management, integration of the centers and also due to the financial reason (Burnham, 2015).
As mentioned in the assignment to deal with one of the highlighted issues. The first issue which deals with the degradation of the quality services which results the patients lives at risks and also the close down of the general practices and the hospitals is selected (Brock, 2014).
The various possible decisions which are taken by the management and the NHS England according the mentioned issue are given below (Ham, 2014):
The NHS England needs to improve the experience of the patients by introducing some of the new facilities which include friends and family test, the cancer drug funds, patient centered outcomes measures, health and social care service, consultant treatment outcomes etc (Brunel, 2014).
By improving the technologies and the systems by implementing the strategic systems and technologies, giving the full governance of the information so that it cannot be stole and also introducing the commercial unit of medicine and the care data advisory group (Burnham, 2015).
Improving both the patient involvement and the safety by setting the patient safety agenda allows in involving patient in a better way and maintaining the safety. It also helps in doing the mitigation of both the clinical risk and the issues and also improving the resources of the patient safety (Flippo and Miller, 2014).
The types of the information and the knowledge ensuring the effective decision are given below (Game, 2014):
Qualitative information: Qualitative information is basically the non numeric based information. In the respect of the situation the qualitative information deals with the proper assessment of the implementation of the best practices of the settings. It also deals with the evidence based information which reflects the best practices which are implemented (Ham, 2014).
Quantitative information: under the quantitative information it deals with the collection of the national data which reflects the improvement of the work. Most of the quantitative information is based on the management and the assessment of the performance, choice of the patients and also the improvement of the service. The quantitative information is mainly based on the implementation of the survey process (Game, 2014).
Official and the unofficial information: under the official and the unofficial information it mainly deals about the various official reports which are released by the NHS England and under the unofficial information it tells about the information which is collected from the patients of NHS (Iacobucci, 2014).
Policy and opinion: it deals about the implemented policy of the NHS England which deals with the better improvement of the provided facility by the NHS. Under the opinion it tells about the patients and the staff’s opinion which also helps in doing the improvement of the health department.
The assessment of both the internal and the external sources of the information include formal and the informal sources, internal and the external stakeholders and also the health patients and the workers. Under the internal an d the external stakeholder it include NHS education, health and safety executive, NHS board, environmental bodies, professional bodies, public bodies etc.
Under the internal and the external sources of the information it includes both the internal and the external bodies of the NHS England (Flippo and Miller, 2014).
Key Internal and External Stake holders
(Jaworski and Huang, 2014)
Jaworski and Huang (2014) stated that the techniques which is used to identify and also the assessment of the influence and the importance of the organizations, group of the people is referred as the stake holder analysis.
Internal stake holders helps in the decision making strategies by doing the participation in the funding, co-ordination, publication and the resourcing of the strategies from the health and the partnership strategies. Internal stake holders controls all the strategic resources and also posses the various skills and the knowledge and also helps in controlling the environment (Burnham, 2015).
Internal stakeholders of the decision making process
Under the internal stakeholders it includes: directors of Nursing, Public Health directors, management analyst of public health, committee members of board, trustees, health manager, programmes and services directors, health intelligence, research scientists, management analyst of public health, communications, procurement etc (Burnham, 2015).
External stakeholders of the decision making process
In the context of stakeholders it includes: local authority, customers, service users, patients, suppliers, media, quality assessors, providers, funders, workforce, interested groups, school nurses, link groups etc (Brock, 2014).
To do the involvement of the stakeholders in the networking to improve the decision making process the BSR’s five step approach is used. The implemented five steps are discussed below:
Development of the strategy: By reviewing the past strategies of the engagements it also helps to determine the company’s motivation of the engagement and also helps in defining the objectives (Limb, 2015).
Mapping of the stakeholders: By defining the criteria of the identification and the prioritization of the stakeholders it reflects an engagement mechanism which includes open forum, single meeting, or the ongoing panel of stakeholder (Limb, 2014).
Prepare for an engagement: Defining both the long term and the short term goals, and by setting the rules and the tactics for the engagement (Maroun and Solomon, 2014).
Engagement of the stakeholders: needs to conduct the engagement by doing the focus in the conversations and also by arranging the different engagement sessions and by doing the mitigation of the tensions when arises (Neale, Miller and West, 2014).
Establishment of the action plan: to do the improvement of the business strategies and operations, building of the trust of the stake holders and also by identifying the opportunities and also by doing the planning for the future engagements (Neubaum, Dibrell and Craig, 2012).
(NHS England issues safety alert after patient deaths, 2015)
In this assignment the organization Tesco is selected for doing the task.
3.1.1 Communication between the management and the employees
To do the communication between the management and the employees the organization Tesco 5 different ways:
Team 5: in this process Tesco organize a weekly five minutes communication in face to face way for the all the employees of the organization. In this five minute they discuss the important messages which are most relevant to the role of the employee (Oderich et al. 2014). This process is divided into three parts:
Helps the employees to do the job
Helps to serve the customers in a better way
Helps to gather all the information and the news about all the distribution centers
The one: in this technique Tesco produce a monthly basis colleague publication for all the peoples of the stores, offices and the distribution centers. In this all the issues are packed with all the available news, funs, competitions and the features. In this the colleagues can send their own news and the stories of the business (Pero and Sudy, 2014).
Our Tesco: it is an internet site where all the colleagues can get connected and also can share their experiences and the skills. Through the site of Tesco it helps to read the news and also help to view the helpful documents.
Notice boards: Tesco also uses the techniques of the notice board which helps to display the various up to date information about the areas which include training, safety and health notices, benefits, statutory information, union updates, club activity and the company news. All these are the essential parts of the communication and by doing the regular visit to this site gives the employees updated with all the changes (Personalising health IT a challenge for NHS England, 2014).
Steering wheel: (Bai and Tan, 2014) stated that, this tool helps to measure the performance also helps in managing the business in a balanced manner. It also plays an important role in doing the communication of the strategies and also the performance of the colleagues. It have the five parts: customer, people, finance, operations and the community (Ruck and Stottan, 2014).
(Santos, Almeida and Assis, 2014)
3.1.2 Communication between the organization and the customers
Doing the communication between the customers and the organization Tesco uses the various techniques which are discussed below:
Employee feedback: As the communication plays the important role to get the better understanding of the staffs and also to increase the loyalty of the customers of Tesco. They also communicate with the employees by the face to face briefings, questions, publications and also the internet (Sierra et al. 2014) .
Trade unions: The employees of the Tesco join the trade union and also they are able to exercise their rights. They also have the agreement of the industry leading partnership and also help to set up the improvement in the communication on the basis of the issues of the employees.
Whistle-blowing: it is a 24- hour confidential telephonic line and the email address which helps the customers to rise about the ethical issues and also to report about the grievances. They also help to set up and also to review the plans for ensuring the awareness of the facility (Burnham, 2015).
To improve the appropriateness of the communication process, Tesco uses 4 techniques which are given below (Burnham, 2015):
Listening each other: They always need to hear all the views of the employees, colleagues on the basis of the issues which occurs the impacts on the businesses. In this they also have the discussions by doing the publications and by the briefings in the face to face approach. It also helps Tesco to understand the matters of the issues in a batter way (Sofosbuvir to be funded by NHS England, 2014).
Colleague forums: it is designed to get involved in the businesses. This forum includes three levels which are:
Distribution forum- held in monthly basis
National forum- four times in a year
Stream forum- for times in a year
Feedback: in this the feedback from the customers and the people matters to do resolve all the issues and also to do some of the required changes. They also do the survey of the provided feedback of both the colleagues and the customers by doing the questionnaire process, highlighting any of the issues and also by identifying any of the specific areas.
In doing the improvement of the IT system they need to do the following steps which are given below (Flippo and Miller, 2014):
Use of social media and internet: they can use the social networking sites: twitter, face book, YouTube etc which help in doing the improvement of the technologies used. These sites also give a greater platform to get in touch with both the colleagues and the friends. They also need to integrate the new CRM system which provides the opportunity to the employees with the facility of answering calls and also by providing the knowledge by answering all the questions of the customers.
Set of the expectations: the Tesco team needs to set the expectations in a very proactive manner and also by letting all the followers to reach every one and also to keep the notice if any of the employees needs any type of the help.
Local service: by doing the connection of the entire business in both the internal and the external ways so that it becomes easy to deliver the complete and the relevant solution. It also helps to empower the knowledgeable agents and also by supporting the network which helps the companies to give both the valuable and the intricate services (Flippo and Miller, 2014).
The communication planning includes the 6 steps which are given below (Flippo and Miller, 2014):
Step 1: research and analysis: the communication planning needs to be done on the basis of the some research and also needs to identify the organization strengths, weakness and the goals. It also needs to identify the effective ways of the communication and also the major opportunities of the communication.
Step 2: objectives and goals: it needs to define both the objectives and the goals of the plan and also helps to focus the ways of the communication planning. Both the objectives and the goals needs to be more clear, specific and also needs to evaluate the implemented communication plan respective to the objectives.
Step 3: target audience: the next step is doing the targeting to the audience by doing the properly analyzing the groups and also by listing all the communication of the groups.
Some of the approaches to do the collection, formation and the dissemination of the information and the knowledge are given below (Iacobucci, 2014):
Questioning: It is an effective technique for doing the effective communication and also the exchange of the information. By doing the questioning to all the employees of the college it becomes easy to improve the learning experience of the students. The basis of the question include: the connection of the concept, needs to make the references, needs to explore the basic level of the thinking, knowing and also the understanding (Soumeya and Djamel, 2014).
Case studies: Case study is also an effective way to do the proper evaluation and also the collection of the basic information and the knowledge. It also helps in engaging the students for both the reflective and the research discussion facilitates the creative solution of the problems, creation of the opportunity for the students and also enables the students for acquiring the skills.
Discussion: it is also another technique for doing the collection and the formation of the information and the knowledge. It also helps to encourage the students in doing the contribution, directs the effective discussion on the basis of the perspectives and the skills and also helps to do the alignment of the discussion on the basis of the curriculum. It also helps to get the proper controlling the discussion.
As per the requirement of the question to do the improvement of the collection and the formatting of the information need to follow some of the mentioned steps (Iacobucci, 2014):
The lecturer of the colleges mostly needs to be done on the basis of the evaluation of the case studies so that it gives the opportunity to do the creative solution of the problems, enables the students to acquiring the skills and also helps to create the opportunities so that they can learn from each other.
They also need to create both the small and the large group activities so that it can encourage the students to get more focus on the topic and also by creating some of the new ideas.
To improve both the knowledge and the information of the by doing the analysis of both the external and the internal stakeholders which include lecturers, employees, students and the managements they needs to some of the things (Iacobucci, 2014). It also need to do the proper planning of the processes, selection and the definition of the policies, identification of the key stakeholders, proper adaptation of the tools, collection and record the information, proper filling and analyzing of the stakeholder table of the college so that it becomes easy.
This whole assignment is divided into the four tasks. In the first task it gives the proper information of the range of the decisions on the basis NHS England. It also helps to examine both the information and the knowledge based on the operations and the issues of the scenario of NHS England and also by doing the proper assessment of both the internal and the external sources of the information. The second task is mainly on the basis of the stakeholder analysis and also the decision making process. The third task deals with the communication process of the organization. The fourth or the last task is mainly deals with the improvement of the information and the knowledge system
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