Managing Services

Health Care Services

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Intorduction to Managing services

Managing service is an imperative process in health care sector. It involves various aspects regarding team work, quality of management and delivering quality services to patients. In this context, various issues faced by the firm regarding restructuring of services, are explained. Further, leadership as adaptive style is also elaborated to ensure overall success of group for achieving targets. Motivational theory has also been described for motivating workforce for meeting the objectives of the firm. In addition to this, quality improvement strategies are also suggested which ensures growth and improve overall management so that service users get benefit.

LO1

As per the given scenario, John Bales is the team leader of six Environmental health officers in South London borough. The organization planned to restructure itself which caused several problems and members of teams started facing various issues regarding fulfillment of objectives (Ahgren, 2010). It can be critically evaluated that the present work environment is not able to accomplish the objectives of the firm because number of areas need to be inspected by the members which increases workload (Brown and et. al., 2008). However, workers are facing problem regarding post as well salary scale which in turn create hurdles in the growth of South London borough. In order to improve the performance of the team, John Bales should adopt adaptive leadership style at workplace. It facilitates to bring changes in the corporation and manage work accordingly (Aveling and et. al., 2012). It also helps to increase productivity and ensures proper coordination among team members. John Bales as the manager of the team can adopt this style by applying four principles that motivate members to take risk and accept changes at workplace. These principles are explained as follows-

• Clear view regarding objectives of the firm
• To know effectiveness of team members for adaption
• Set level of tolerance related to uncertainty
• Define freedom for members to take necessary action

With the help of aforementioned principles, manager of team can overcome the issues faced by South London borough (Chowdary and George, 2012). However, team members are placed at different locations or buildings which create communication barriers during restructuring of the services (Adaptive Leadership, 2014). Further, various prominent tasks are being put on hold because of poor performance of team. Moreover, in a team of six members, only two people are highly skilled and trained in specific procedure (Breyfogle, 2010). It is because of workload in those particular areas otherwise they do not have appropriate skills to perform their job in an effective way. It can be critically evaluated that the team is unable to maintain records completely by proper visit in South London borough (Burgess and Williams, 2009). Thus, adaptive leadership style can contribute towards success of the team. In this, John Bales can share responsibilities and provide appropriate authorities to members of the team for doing work in their specific areas (Elg and et. al., 2012). People of team can be introduced about the success and well being of the firm by adapting leadership style.

This style will help to attain goals of the organization and will bring positive culture at workplace. It would also ensure collective efforts by the members towards achieving goals of the firm (Hosseini, 2010). In order to bring changes or manage restructuring of services, John Bales who is the manager of the team will give equal importance to all the members and they will be guided properly for completion of set goals (Ip and et. al., 2014). Manager of South London borough can also become extremely participative with the members so that it ensures proper communication and building of strong relationship among them (Pros & Cons of Situational Leadership in Turbulent Environments,  2014). It gives clear understanding about the work and responsibility of each member in the group (Johnson and Bullard, 2013).

Adaptive leadership style will help the team manager to better coordinate among team and accept challenging situation which is likely to increase productivity and ensures collective success of team (Kangwa and Olubodun, 2007). In order to ensure survival of the organization in long run, leader adopts this style which is suited to all situations and they can mould themselves as per the requirement. Further, it is very effective to appraise the performance of employees and provides higher level of motivation so that they work with zeal and enthusiasm (McWilliams and Manochin, 2013). They also remain active for facing challenges and take risk which enables the team to be excellent and achieve the target rate of return. John Bales, as the manager of the team can take ideas from members and provide them learning regarding how to work in complicated circumstances (Miller, Yasin and et. al., 2006). Thus, to provide health services in complex environment, John Bales must adopt adaptive style of leadership which in result will ensure proper visit in all fields as well as successful restructuring of overall team (Nyström and et. al., 2014). It will also help to complete task on right time and proper reporting to head office.

Restructuring of the services creates uncertainly in overall team and people get confused regarding the work. It has badly impacted the performance of group as they lost two members. Some of them are having issues regarding their post and salary scale (Singh, Garg and Deshmukh, 2007). Therefore, it has an impact on the achievement of target and team had failed to meet objectives. They were also not able to report on right time and health issues were increasing to a great extent. It resulted in mismanagement in overall health care centre and service users were not getting appropriate facilities (Wong and et. al., 2007). Further, one of their members was absent for uncertain period which dissatisfied patients followed by causing decreased productivity. Thus, restructuring has left the team confused and uncertain which had direct impact on the overall performance (Brown and Osborne, 2012).

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LO2

As per the given scenario, team is not able prioritize its time due to which many tasks have been put on hold. They are not able to accomplish important work on right time such as park issues which need to be resolved as per the standards set by their health and safety executive (Goodwin, 2006). For this purpose, team manager decided for staff training and performance appraisals of overall team. This all can be done with the help of applying Black and Mouton Managerial Grid which is based on behavioral dimensions (Harris, 2006). It specifies leader's task with the work of members of the team. It is centered with the leadership style of manager to get work done by subordinate (Harvey, 2006). These are as follows-

Impoverished Management- In this, John Bales may try very less to get the work done from members of team and he may not be concerned about the job satisfaction (Hollins and Shinkins, 2006). Further, manager might worry about the completion of work on right time. It leads to creating chaos in overall teams and dissatisfaction among the people of the group.

Task management- In this, John Bales can be more concerned about the issues faced in service restructuring thereby causing delay in reporting to head office (Maister, 2007). So, manager will make sure that members increase the output followed by resolving issues. He will ensure completion of important tasks first so that team can provide good quality of services (Reed and Canning, 2011). Further, manager can take necessary action when required.

Middle of the road- Under this, John Bales can try to make balance between work and objectives of the team (Samuelsson-Brown, 2006). He does not focus on single task which in turn causes failure to meet the objectives of the firm as well as satisfaction of employees (The Blake Mouton Managerial Grid., 2014).

Country club- In this, John Bales as a leader of the team may put emphasis on people to satisfy their needs. He has to put full focus over their requirements and motivation so that production will automatically boost (Stenberg and Austin, 2007). If not done, then there may be hampering of performance of the team as leader does not consider efforts towards completion of objectives.

Team management- Under this, John Bales can resolve all issues faced by the team because it ensures proper management of team in an effective way. It is the most appropriate style which the team manager can opt so as to provide higher level of satisfaction to employees. Further, all efforts are required to be directed to achieve success of the overall team.

Thus, in order to provide training to all the members in limited budget, manager must use team management approach. It will ensure appraisal of the workers on right time with effective utilization of limited resources.

Johan Bales, as a manager, will have to address the restructuring and make sure about the satisfaction of employees which is likely to cause successful operation of firm. Leader should follow Maslow’s need hierarchy theory where at first the requirement is to identify physiological needs by providing appropriate wages so that they can fulfill their necessities in an effective way. In the next stage, the most important need is health and safety where workers want protection, safety and stability (Maslow's hierarchy of needs, 2014). As per the scenario, park issue includes hazards at work such as drug paraphernalia and broken bottles. Thus, manager should provide safety measures such as safety gloves and hazard preventive tools which ensure safety at workplace. John Bales also needs to consider belongingness which specifies good relations between members and interaction with each other (Stenberg and Austin, 2007). In order to solve the problem of lack of job satisfaction, team leader should also ensure about the workers’ esteem and self actualization need so that they can feel sense of achievement and ensure their personal growth in the organization. It increases the level motivation of the people and leads to providing job satisfaction among them.

The team leader at South London borough can motivate its team by providing proper coordination and connectivity amongst them. He can also make work simple for them by providing safety measures while dealing with harmful substance (Belbin's Team Roles, 2014). He must follow Belbin theory to define roles and responsibilities of people in team so that they can achieve target objectives. He can categorize roles in following manner-

Action oriented- Under this, John Bales can define role of team members as shaper, implementer and finisher. They perform specific tasks such as providing feedback to improve performance and getting insight of new ideas in the ongoing task. Finisher ensures completion of task on right time. This way, manager of team at South London borough can provide job satisfaction to members of group (Reed and Canning, 2011).
People oriented- In this, John Bales can select those members who manage people in team and ensure good relations among them. It includes coordinator, team worker and resource investigator (Maister, 2007). It is the best way to restructure services and completion of important task on right time.
Thought oriented- It includes plant, monitor-evaluator and specialist. With the help of these roles, John Bales can ensure about completion of objectives of South London borough in an effective way and reporting of the visit on right time (Hollins and Shinkins, 2006).

As per the scenario, team members are not satisfied with the working conditions as well as pay scales. They are very confused and uncertain due to overload and hazards such as broken bottles and drug paraphernalia. Therefore, they have dissatisfaction with present job conditions. They are uncertain about their position also and there is less integrity among team members because of restructuring and poor leadership quality. It acts as a barrier in their performance and they are not able to meet their targets on right time. Members of team are facing communication problem because quality of management. Moreover, they do not possess proper skills to work in an effective way. Thus, they are required to carry out proper performance appraisal activities as well as training by which they can achieve target rate of return.

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LO3

In order to increase interaction between workers, John Bales as team leader can follow Herzberg theory. It specifies attitude of employees and their motivational factors which affects their performance in a team. With the help of this theory, team manager of Environmental health office can come to know about the job satisfaction of people. It is based on two important factors such as Hygiene and Motivational (Ahgren, 2010). It will help to provide training to employees in an effective way on the basis of insight regarding their thoughts. These are described as follows-

Hygiene theory- It specifies about the working environment of team. It leads to dissatisfaction among group members because of  hazards at work such as broken bottles, drug paraphernalia in park etc (Brown and et. al., 2008). Interpersonal relation among team is also not good because of different locations of members as they have to inspect several areas. As per the given case, workers are not satisfied because restructuring of services has caused many issues regarding salary, policies of region and their job post. Further, prevailing leadership style is also not effective which has disappointed workers of the group (Aveling and et. al., 2012). So, team manager at South London borough can provide training to workers so that they can understand about the policies of South London borough. Moreover, personnel can be guided in their desired manner by having proper coordination among them. It is because these factors lead to increase in dissatisfaction level among employees of the firm. Hence, John Bales should strengthen relations with members and ensure smooth flow of communication at workplace so that they can be informed on right time (Chowdary and George, 2012). In addition to this, leader can take ideas and perception of employees so that it becomes convenient to guide them in an effective way. Reward system can also be implemented in the team so as to boost their morale and they must be conveyed about the importance of policies and procedure of the firm (Breyfogle, 2010).

Motivation- It is the most important aspect of this theory which concludes that job should be formed in such a way where employees can contribute their 100% towards achieving objectives. Under this, John Bales can use team building activities and ensure interaction among workers so that they have sense of achievement (Burgess and Williams, 2009). On job as well as off the job training must be provided to increase their productivity so that they can work with zeal and enthusiasm. Team performance must be appraised on specified time and reward system should be implemented so that they will have recognition at workplace. Further, John Bales should provide various opportunities for their workers by which they can ensure their growth in the business (Elg and et. al., 2012). Various team building activities can be introduced at administrative center so that all the members can share their views with each other. Problem solving team should also be formed for smooth operation of services at South London borough. It boosts morale of all workers and they work with greater motivation. So, these factors improve the overall efficiency of the firm and ensure successful restructuring of service. It will also ensure timely training as well promotion of the workers (Hosseini, 2010). Thus, John Bales can cooperate in team in an effective way and it will ensure survival of firm in long run with greater profitability. Both these factors are very helpful to know actual need of the workforce which directs corporation towards success and achievement of growth of the overall team (Ip and et. al., 2014).

LO4

On the basis of given scenario, there are various issues faced by South London borough due to management problem. There was a lack of job satisfaction among team members during service restructuring (Johnson and Bullard, 2013). So, quality improvement strategies need to be adopted by John Bales and upper level management which would help to provide quality services to users. Health care should use formal base for improving quality of management (Kangwa and Olubodun, 2007). Rules and regulations must be in precise form so as to guide upper level management on how to manage overall quality department. There must be properly defined corporate leadership style to guide the members of the team which would help to ensure the well being of the firm as well as service users (McWilliams and Manochin, 2013). Staff must be trained enough to ensure safe and effective care of service users. Members of team should be properly educated who possess greater knowledge and create awareness among service users about the health and social well being.

In order to provide higher level of satisfaction to service users, John Bales needs to ensure effective flow of information among society as well team members (Miller, Yasin, and et. al.,  2006). It leads to increase in productivity as well as ensures long run growth of Health care of South London borough. Department can set standards or benchmarks for specific period which need to be communicated to the employees (Nyström and et. al., 2014). This process should be reviewed by providing timely feedback so that service users can have benefit and organization is able to meet its targets in an effective way. Further, John Bales can take assistance from patients regarding any improvement in the quality of management of service centre (Singh, Garg and Deshmukh, 2007). It will assist in better management while providing services and overall quality assurance. Training should be provided to workforce at the introduction phase so that they come to know about the new technologies and overall details about service care (Wong and et. al., 2007). So, John Bales as team leader needs to pay attention towards all the aspects while improving quality.

Moreover, service care of South London borough can also take feedback from families of patients regarding services provided by the workforce (Brown and Osborne, 2012). It will also help to bring changes in the current working method by using another effective way on the basis of suggestions taken from service users. Hence, various measures can improve the quality of management. Leader has to ensure about culture of safety and clean environment so that service users feel more comfortable and can be satisfied by the provided services. Health care of South London borough should use updated technology which leads to providing happiness to service users (Goodwin, 2006). It will also help to reduce cost as well as save time of the firm.

An effective leadership style is also a major part to make sure about the better management at workplace. It is the way to improve quality and complete work on the basis of benchmark so that it forms multidisciplinary teams and strategies which assist to deliver superior facilities to service users (Harvey, 2006). Further, adoption of team management approach will increase the satisfaction level of employees as well as boost production of the health care centre. It can resolve issues regarding completion of important tasks on right time as well as reporting of the visit in specified span of time (Hollins and Shinkins, 2006). Performance appraisal of the team members can also be a good measure for improving overall quality of services which increase revenue of South London borough. In this way, management can have good command over the workers and achieve target rate of return by satisfying wants of services users (Maister, 2007). In addition to this, reward system can also be very helpful to increase productivity and make service users happy (Reed and Canning, 2011).

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LO5

According to the case, management is not able to cope up with the members of the team and bring changes in an effective way. It is creating barriers in the performance and achieving target of the firm (Samuelsson-Brown, 2006). John Bales as the manager of the team is facing various problems because of restructuring of services which in result has left members uncertain and confused. Further, they are not able to report to their health and safety executive on right time. It is because of workload, different locations of the team members, communication barriers and improper management (Stenberg and Austin, 2007). So, it is suggested to the management of health care at South London borough that leader should adopt adaptive leadership style to face challenges and get the work done effectively (Adaptive Leadership, 2014). It will ensure coordination among workforce and productivity will boost.

On the basis of given scenario, several issues are faced at South London borough such as hazards at work and ineffective prioritizing of task by team members. It leads to creating mismanagement in overall team (Brown and Osborne, 2012). Thus, it is recommended to John Bales that he should allocate tasks by keeping in mind the ability of personnel and they must be trained to accomplish objectives of the team (Samuelsson-Brown, 2006). Further, leader of the team has to ensure about the safety measures at workplace which reduces employee’s turnover and increases productivity. Moreover, there is need to improve management quality by adopting formal base of leadership style where all workers are directed towards success with the help of proper feedback and performance appraisal (Reed and Canning, 2011). It will give higher level of satisfaction to service users and workers will work with zeal and enthusiasm.

CONCLUSION

From the report, it can be concluded that proper coordination and cooperation among team ensures collective success of the firm. It is the base to make clients happy as well achieve target rate of return. It can also be said that quality of management makes significant impact on fulfilling the requirements of service users.

REFERENCES

  • Ahgren, B., 2010. Mutualism and antagonism within organisations of integrated health care. Journal of Health Organization and Management. 24 (4). pp.396 – 411.
  • Aveling, E. and et. al., 2012. Quality improvement through clinical communities: eight lessons for practice. Journal of Health Organization and Management. 26(2). pp.158 - 174.
  • Breyfogle, F. W., 2010. Process improvement projects shortcomings and resolution. International Journal of Lean Six Sigma. 1(2). pp.92 - 98.
  • Brown, A. and et. al., 2008. Quality and continuous improvement in medical device manufacturing. The TQM Journal. 20(6). pp.541 - 555.
  • Brown, K. and Osborne, S. P., 2012. Managing Change and Innovation in Public Service Organizations. Routledge.
  • Burgess, S. and Williams, I., 2009. Investing in your people works – can 40,000 organisations be wrong? Library Management. 30(8/9). pp.608 - 618.
  • Chowdary, B. V., and George, D., 2012. Improvement of manufacturing operations at a pharmaceutical company: A lean manufacturing approach. Journal of Manufacturing Technology Management. 23 (1). pp.56 - 75.
  • Elg, M. and et. al., 2012. Co-creation and learning in health-care service development. Journal of Service Management. 23(3). pp.328 – 343.
  • Goodwin, 2006. Managing Health Services. Tata McGraw-Hill Education.
  • Harris, M. G., 2006. Managing Health Services: Concepts and Practice. Elsevier Australia.
  • Harvey, J., 2006. Managing Service Delivery Processes: Linking Strategy to Operations. ASQ Quality Press.
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