Unit

16:

Managing

Communications,

Knowledge and Information

Contents
Task 1........................................................................................................................... 3
1.1 Discuss the range of decisions to be taken.......................................................................3
1.2 Examine the information and knowledge needed to ensure effective decision taking..................5
1.3 Assess internal and external sources of information and understanding...................................5
1.4 Justify recommendations for improvement......................................................................6
Task 2........................................................................................................................... 6
2.1 Identify stakeholders for a decision-making process..........................................................6
2.2 Make contact with those identified and develop business relationships...................................7
2.3 Involve those identified in the decision making as appropriate..............................................8
2.4 Design strategies for improvement..............................................................................10
Task 3......................................................................................................................... 11
3.1 Report on existing processes of communication in an organization......................................11
3.2 Design ways to improve appropriateness......................................................................11
3.3 Implement improvements to ensure greater integration of systems of communication in that
organisation.............................................................................................................. 12
3.4 Create a personal plan to improve own communication skills.............................................12
Relevant communication skill..................................................................................... 12
Strengths in the communication skill.............................................................................13
Reflective Summary................................................................................................. 13
Task 4......................................................................................................................... 14
4.1 Report on existing approaches to the collection, formatting, storage and dissemination of
information and knowledge........................................................................................... 14
4.2 Carry out appropriate changes to improve the collection, formatting, storage and dissemination of
information and knowledge........................................................................................... 14
4.3 Implement a strategy to improve access to systems of information and knowledge...................15
References................................................................................................................... 16

Task 1
1.1 Discuss the range of decisions to be taken
NHS England has defined plan to help improve public health, however, their attempts are not
free from limitation. It has been mentioned that NHS values communication and information
sharing system and believes that sharing accurate information will result in adequate
participation of respective departments and external assistance from stakeholders to help provide
seamless health care services. Therefore as per NHS decision making is not an individual
approach, but a collective effort, that will include every important individual and respective
social departments, stakeholders to ensure adequate healthcare assistance. In the present
scenario, it has been identified that thinkers in England are debating over the issue of
privatization of NHS(Nhs.uk, 2015). Some are arguing that the privatization would improve
services others are unsure of such a thought as there are problems in the system such as waiting
issue and hospital and unit closure.
NHS waiting times is a serious issue which is becoming worse with time. Countless patients are
waiting for treatment. According to the Health Secretary, they have decided on ordering about
100,000 extra treatment as well as operation to be carried out within the summer and the expense
would be 250m. the decision that were taken by the Health Secretary as mentioned above is
further emphasized with the suggestion of cussing on those patients who have been waiting for a
long period(BBC News, 2013).
Thus after evaluating the report of the waiting times, range of decisions that could be taken to
handle the problem of waiting times, which often lead to prolong waiting for treatment. Firstly
to focus on those patients who have been waiting for too long, secondly give priority to age and
intensity of the patient condition, for example, a cancer patient who is two year old should be
given priority along with a 74 year old bone injury patient. In both the situation the patients need
immediate attention, a cancer patient have limited scope for survival if not attended within time
period similarly a senior citizen may not live long for the treatment if not attended
immediately(http://www.calderdaleccg.nhs.uk/, 2013). Hence, based on the situation the decision
should be taken after discussing with the doctor and the patient. Thirdly, health care assisting
system should be streamlined so that patients no longer have to wait endlessly for treatment. The
present scenario is threatening where an ill person suffers more while waiting, since the
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treatment is not provided(Thompson, 2003). Hence arrangements should be made for immediate
attention, first and required treatment and the entire health care process should be more
organized and systematic. Communication is important in the patient care. it is essential to
maintain clear communication with the patient so that he knows the problem and is clear about
the treatment procedure (Thomas, 2006). Apt data management, information system handling
and organizing the system will help in adequate decision needed to be taken for overcoming the
waiting

issue

and

enjoying

treatment.

1.2 Examine the information and knowledge needed to ensure effective decision
taking
NHS England belongs to people, they believe in putting the need of the patients first. Hence in
order to handle the waiting issue, it could be mentioned that to offer need based services it is
essential to be equipped with adequate information and knowledge management system so as to
ensure effective decision making. Irrespective of the nature of the disease or condition, it is
difficult for the patient to avail right treatment if the communication system is ineffective within
the NHS management (BBC News, 2013). It is essential to mange the data, patient information,
statistical information properly. The patient records should be properly stored and filed so that it
could be browsed if and when necessary. Secondly, maintain only patient information will be
futile without maintaining appropriate communication with the respective health care institute
and the doctor. It is a joint system, when each department plays a key role. For offering adequate
health care system, it is essential to maintain clear communication and share of information
amidst the doctor, respective department and the patient so that the much needed treatment could
b easily offered. As far as the waiting issue is concerned, the patient should be aware of his
condition, the health care institution should maintain information of the appointment given for
treatment and communicate it properly to the respective department, so that when the time comes
the patient could easily visit the doctor and get treatment. The doctor needs to go through the
previous reports, data about earlier findings and must possess necessary equipments for
treatment (Berglund and Saltman, 2002). Hence, the information and knowledge sharing should
be adequate and it is the effectiveness of the system which ensures required decision making, as
if the doctor does not have the patient details properly, he would never understand which
treatment should be given, similarly if the patient does not have the information he would miss
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the date of visit and similarly the hospital will not be able to attend the patient. Thus effective
information management is essential for proper decision making (DAgostino and Bylund,
2013).

1.3 Assess internal and external sources of information and understanding

Decision making is difficult without including the stakeholders. According to the report
published on High quality care or all, it is essential to involve patients in the decision making is
essential. Internally, clinicians alone may not be able to help by offering treatment, it is essential
to involve patients as his support and comfort are essential while offering treatment. Thus
decision is needed to taken in partnership and not alone by the clinicians. As far as the present
scenario is concerned, the patient should possess complete clinical information. He should know
the various options available for treatment and could go through the options available for the
respective treatment(Darley, 2002). Thus including the clinicians, management and patient at the
internal level will help in taking the finest route which suits perfectly suits the demand of the
condition of the patient. At the external level the information of various health care institutions,
clinicians and medication along with the financial support which could be expected from the
government or the health care insurance also plays a key role in the decision. Depending on the
available resources, the patient could take a proper decision about his treatment(Davis, 2014).

1.4 Justify recommendations for improvement

Recommendation of improvement in the waiting issue, such as information sharing, stakeholder
involvement, data sharing, knowledge of resource availability are key to offering enhanced
clinical services. Thus involving both internal and external stakeholders in the decision making
on patient treatment will ensure that the patient receives adequate health care facility and lives
comfortably (Moss and Moss, 2012).

Task 2
2.1 Identify stakeholders for a decision-making process
As a public service unit it is essential for NHS to understand that the participation of
stakeholders is important in the decision making process as they are affected by the decisions and
taken by the system. Stakeholder engagement is essential in the NHS and especially in the issue
decision making in the waiting problem. Most organizations believe that stakeholder engagement
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is not limited to providing a list of options to the patient, but also help in identifying the need,
opinion and shape options (Stavans, 2010).
Stakeholders in decision making process, Stakeholders are people who have a stake in a
situation (Thomas, 2006). The internal stakeholders in the healthcare organizations are the
employees as well as the management and the external stakeholders include, customers,
suppliers, competitors, etc
In the given issues the internal stakeholders who are expected to participate in the decision
making process are the Director of Public Health, Procurement, Head of the Health Intelligence
and Information, Director of Nursing, Board committee members, Public Health Strategies,
Trustees, Public health management Analyst, Research Scientist and the employees and the
management(Smith, 2014).
The External Stakeholders are Local Authority, Acute trusts, Patients, Customers, Service user,
Supplier, Fund provider, Special Interest group, Health visitors, Wider public workforce, Quality
assessors.

2.2 Make contact with those identified and develop business relationships

NHS could contact with the stakeholder and experience impact on the organizational policy,
strategy as well as on various projects as per the relationship with the organization and the
various issues concerned(Nhs.uk, 2015).
NHS England can make contact with their internal and external stakeholders by following the

simple planning model.

Figure 1: Stakeholder Planning Model

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Source: (http://www.calderdaleccg.nhs.uk/, 2013)

Internal stakeholders may be engaged or contacted by sharing knowledge and information.
Interest of the stakeholder both internal and external should be given priority and sharing of
information is an essential aspect of the decision making process. The process is channelized
under a defined system, called Shared Decision making, where information are collected then
reviewed and available treatment options are judged before finalizing (Berglund and Saltman,
2002).

2.3 Involve those identified in the decision making as appropriate

Figure 2: Engagement framework

Source: (http://www.calderdaleccg.nhs.uk/, 2013)
As per the above mentioned framework both patients as well as the communities shall be
engaged in the process of decision making. The process is different but the approach is
necessary.

Figure 3: Key drivers in the Stakeholder policy

Source: (http://www.calderdaleccg.nhs.uk/, 2013)

Thus communication is essential in the selected process. Communication, both inter and intra
level is essential for engaging the stakeholders in the given situation of assisting in the decision
making process (DAgostino and Bylund, 2013).

2.4 Design strategies for improvement

Decision

Implemen tati on

Co nsulta tio n

De cis io n making s tarte gy for so lving Wating i ssue

Assu ran ce

Pro posa l

Service Designi ng

Discu ssion

Figure 4: Strategy for improvement

Source: (Moss and Moss, 2012, Pg 34)
A well defined strategy always helps in offering immense scope for improvement and value
addition to the services. In order involve stakeholders in the decision making process and ensure
adequate communication, the mentioned steps in the particular strategy will be helpful, Proposal,
Discussion, Service Designing, Assurance, Consultation, Decision and Implementation. To begin
with it is essential to involve the stakeholders both internal and external in the decision making
process by providing the proposal for involvement (Darley, 2002). This would followed by the
discussion session where every individual will get scope of giving opinion on the given topic,
finally the service designing and consultation will be considered before conceiving the decision
and implementing the decision taken.

Task 3
3.1 Report on existing processes of communication in an organization

After working as an Assistant Nurse with the independent health care provider, Care UK, I have
evaluated the effectiveness and unique approach of the communication system of the
organization. There are different types of communication process, verbal, non-verbal and written
or mixed methods selected as per the need of the situation (Careuk.com, 2015).
Between internal stakeholders: with the management and employees the Care UK team maintain an
open communication system. The employees have complete knowledge about the conditions of the
patient and required treatment to be provided. Besides this the management also discusses issues with
the staff before modifying thoughts (Thompson, 2003). The transparent approach and scope of
maintaining free one or communication helps in clear interaction with the patient and understanding
their specific need.
Between the external stakeholders: with the organization and its customers or patients the
organization maintains absolute clarity in message exchanging. It provided information about the
facilities and services clearly on the interne page. Hence, if anyone looking for the types of services
provided, will immediately know the choices offered by the organization (DAgostino and Bylund,
2013). Secondly, the patients get complete information about the detail of their disease, possible
treatment and scopes for availing the treatment. Besides this the waiting list is provided clearly so
that an individual has complete knowledge of his waiting time.

3.2 Design ways to improve appropriateness

In order to offer better services, since the Care UK offers services to those in search of Care
homes or in search of NHS Health care services, Care support at home or disabled care, the
communication plan needs to be developed accordingly. General analysis on the organizations
communication approach informs that it has incorporated a linear and a two way communication
system(Smith, 2014). Though the system is effective and helped in maintaining adequate
relationship with the customers, yet in the present scenario it is essential to introduce technical
innovation and incorporate software based knowledge management system. The online system
helps in accessing the data from anywhere and at anytime. It helps in reducing paper work and
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streamlines the chaotic system of documentation. Every, information is controlled by the master
system and any one could access to relevant data as and when required. The data may be
updated, referred or checked easily (Davis, 2014). Thus the online knowledge management
system will help in improving services by streamlining data and necessary information about the
care seeker.

3.3 Implement improvements to ensure greater integration of systems of

communication in that organization
The software based system help in saving time and ensures accessing to relevant information.
The data regarding a patient is stored in the system, which could be accessed by clinicians,
doctor, nurses and even by the family members. The information about the treatment process
help in understanding the progress of the treatment and healing. Any care provider could check
the detail and provide medication or help at the time of need (Amine Chatti, 2012). Besides this,
if and when there is a need for operation, the collated data could be accessed by the nurses in the
OT and the relevant arrangements could be made without any hassle. No need to communicate
about the requirements or ask for details, any and every department could collect information
from the master system and work smoothly. Thus the IT system will help in saving time and
energy and ensure patient safety and quality treatment (Lam and Chua, 2009).

3.4 Create a personal plan to improve own communication skills

Relevant communication skill

The social care home ensures holistic development of the individual. Hence the communication
plan will include the following steps, to ensure proper assistance to the old aged care seekers.
The four key skills needed for an Assistant Nurse, under verbal, non-verbal and written
communication are;
Verbal ability to communicate with patients and the family members of the patients fluently,
convincing ability and offering psychological support (Offsey, 1997).
Non verbal care provider or the Assistant nurse should have complete knowledge of
communicating through gestures, eye contact, and body language with handicapped patient who
are unable to speak or hear (DAgostino and Bylund, 2013).

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Written communication this is essential for data management and maintaining online
communication or handle knowledge management system. The data or information about the
patient needed to store in the IT system. The Nurse should have complete knowledge of handling
computer, software data entry and information management (Thomas, 2006).
Strengths in the communication skill

As an Assistant nurse in the Care UK, I have complete knowledge of adequate verbal and non
verbal communication. Patient care is priority, hence I handle patients with care and offer them
absolute comfort. Understand their gestures to help then in pain or problems when they are
unable to voice the issues. Besides these handling disabled children for holistic development is
processed through non verbal communication (Darley, 2002). Apart from helping patients I
have thorough knowledge in handling IT system and therefore could easily enter all required
information in the system and access them as and when necessary.
Two weaknesses in the communication skill are approaching the old at the care home and
handling mental patient. It is difficult to understand the expectation of senior citizens and
especially those with mental problems. Hence I would have to improve on understanding the
need of mental patient and then help them accordingly (Lam and Chua, 2009).
Two SMART (Specific, measurable, achievable, realistic and Time) objectives that could help
me improve my communication skill are
Specific improve communicating with mental patient
Time learn within three months time
Reflective Summary

After evaluating the skill development plan it may be mentioned that as an Assistant Nurse, the
knowledge of verbal, non verbal and written communication is highly essential while working in
a care home. Patients are old, disabled or looking for NHS help. In short there are different types
of patient need which are to be addressed on daily basis. Hence, having complete knowledge of
communication, right use of gesture and adequate knowledge of information technology will
help in offering the desired care services and ensure career growth in the specific domain.

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Task 4
4.1 Report on existing approaches to the collection, formatting, storage and
dissemination of information and knowledge
The information management system helps in apt data storing, collating, referring and retrieving
ability to use information as needed. Every IT firm helps with specific data management
software (Offsey, 1997). The common data management or information storage system are
Access, MySQL,. However the most effective and widely used is the knowledge management
system. According to James Robertson (2007) goes as far as to argue that organizations should
not even think in terms of knowledge management systems. He argues that KM, though enhanced
by technology, is not a technology discipline, and thinking in terms of knowledge management
systems leads to expectations of "silver bullet" solutions. Instead, the focus should be
determining the functionality of the IT systems that are required for the specific activities and
initiatives within the firm.
However in the college it has been evaluated that generally the data is stored in the Microsoft
word files and HTML files. Most documents are stored in paper format and rarely in the IT
system. Only important students details are stored in the Matrix software, but other information
are stored in Microsoft Excel or Word document(Lam and Chua, 2009).

4.2 Carry out appropriate changes to improve the collection, formatting, storage
and dissemination of information and knowledge
After auditing the data storing system of the respective college it could be mentioned that
developing new software for the students in the specific college will be helpful. Matrix is
adequate for student information management and Excel is perfect for handling the financial
transaction and preparing journal ledger, but Word is not always helpful for documenting other
details. Word is fine for students while writing and formatting notes or assignment work, but not
effective for official purpose (Moss and Moss, 2012). Hence, it is essential to develop a specific
system for the collecting, formatting, storing and sharing information and knowledge from a
single system. Therefore using the virtual storage space for data storing is suggested as it will
protect data from loosing or hacking. Secondly it could be used from any server, thirdly it is
economic (Stavans, 2010). Therefore developing a proper student friendly non complicated
software will be helpful in the present scenario.

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ployrScg
ustaineEm
4.3 Implement a strategy to improve access to systems of information and
knowledge.

Strategy for improving access to the information and knowledge

Figure 5 : Process of improving access to the system of information and knowledge

Source: (Amine Chatti, 2012, Pg 67)

The above mentioned process will help in improving access to the required information and data
which are to be handled by the students and the college management for improving services and
knowledge management (Davis, 2014).

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Davis, K. (2014). Electronically mediated communication. Primary Health Care, 24(10), pp.1818.
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Lam, W. and Chua, A. (2009). Knowledge outsourcing: an alternative strategy for knowledge
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Lisa Sparks Bethea Anne L. Balazs, (1997). Improving Intergenerational Health Care
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