Module 05 Assignment: Teamwork And Organizational Culture

Module 05 Assignment Teamwork And Organizational Customereffective P

Identify and briefly describe two issues or concepts associated with the breakdown of teamwork in this scenario. How would you use internal customer service skills, tools, and techniques to resolve this issue? How can good and poor internal customer service affect patient experience and outcomes?

Paper For Above instruction

Effective teamwork is fundamental to ensuring quality patient care, safety, and positive healthcare outcomes. However, breakdowns in communication and interpersonal relations can compromise this goal, as demonstrated in the scenario involving Michael and Flora. Two significant issues contributing to the breakdown include poor interdepartmental communication and conflict escalation stemming from disrespect and miscommunication.

Poor Interdepartmental Communication

One primary issue in the scenario is ineffective communication across departments. Michael’s accusation indicates a failure in conveying essential patient information accurately and timely. When communication gaps occur, they often lead to misunderstandings, delays in treatment, and erosion of trust among staff members. Poor communication can be caused by a lack of standardized protocols, unclear roles, or insufficient information-sharing mechanisms, all of which hinder collaborative efforts vital for patient-centered care (Manojlovich, 2007). Overcoming this requires establishing clear communication channels, utilizing standardized forms or electronic health records effectively, and fostering an organizational culture that values transparency and clarity.

Conflict Escalation and Disrespect

The second issue involves conflict escalation due to disrespectful interactions. Michael’s rude behavior not only disrespects Flora but also creates a hostile work environment, negatively affecting team cohesion. Conflict, when unmanaged, can escalate tensions, reduce morale, and undermine team effectiveness, ultimately impacting patient care. Addressing such conflicts involves applying emotional intelligence skills, such as self-awareness and empathy, to de-escalate tensions. Techniques like active listening, validating others' feelings, and seeking mutual understanding can help restore respect and collaboration among team members (Salovey & Mayer, 1990).

Applying Internal Customer Service Skills to Resolve the Issue

Internal customer service skills emphasize treating colleagues as internal customers, promoting respectful and effective interactions. To remedy the conflict, I would begin by privately addressing Michael to express concern about his behavior and its impact, encouraging him to reflect on emotional triggers and communication style. Simultaneously, I would facilitate a mediated discussion between Michael and Flora, emphasizing the importance of respectful communication and shared organizational goals. Utilizing tools like clear communication protocols, acknowledgment of contributions, and constructive feedback mechanisms can foster a supportive environment. Additionally, promoting teamwork through training in conflict resolution and effective communication enhances organizational cohesion (Larréché, 2014).

Impact of Internal Customer Service on Patient Experience and Outcomes

Good internal customer service directly correlates with improved patient experiences by fostering a harmonious work environment and ensuring efficient, coordinated care delivery. When staff communicate effectively, demonstrate respect, and collaborate, the result is fewer errors, quicker responses to patient needs, and a more compassionate approach, which boosts patient satisfaction and trust (Bitner, Booms, & Tetreault, 1990). Conversely, poor internal customer service breeds conflict, misunderstandings, and burnout, leading to mistakes, delays, and deteriorated patient outcomes. Therefore, cultivating strong internal relationships among healthcare workers is essential for maintaining high-quality patient care.

Conclusion

In conclusion, the breakdown of teamwork in the scenario exemplifies issues such as poor communication and conflict escalation. Addressing these through effective internal customer service skills, transparent communication, and conflict resolution can repair relationships and promote a collaborative environment. Ultimately, fostering a culture of respect and open dialogue enhances patient safety, satisfaction, and overall healthcare outcomes.

References

  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71-84.
  • Larréché, J. (2014). The importance of internal customer service in healthcare. Journal of Healthcare Management, 59(2), 123-130.
  • Manojlovich, M. (2007). The effect of nursing leadership styles on patient safety. Nursing Leadership, 20(3), 64-70.
  • Salovey, P., & Mayer, J. D. (1990). Emotional intelligence. Imagination, Cognition and Personality, 9(3), 185-211.
  • Gittell, J. H. (2000). Contact, coordination, and organizational social ties: The effect of work relationality on nurse–patient communication and outcomes. Journal of Health Organization and Management, 14(6), 543-558.
  • Rosenberg, S., & Witte, S. (2018). Team communication in healthcare: Strategies for effective teamwork. Journal of Healthcare Communication, 3(2), 45-55.
  • Dzuba, I. G., & Samaranayake, S. (2019). Improving communication among healthcare staff to enhance patient outcomes. Journal of Patient Safety & Risk Management, 24(7), 319-324.
  • Cummings, G. G., et al. (2018). Leadership styles and patient safety outcomes: A systematic review. BMJ Quality & Safety, 27(3), 232-249.
  • Hughes, R. G. (2008). Patient safety and quality: An evidence-based handbook for nurses. Agency for Healthcare Research and Quality (US).
  • Shaw, R. L. (2014). Building effective healthcare teams: Strategies for success. Healthcare Management Review, 39(4), 295-302.

Related Assignments