Supporting Good Practice In Managing Employment Relations Assignment Sample

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Introduction of Supporting Good Practice In Managing Employment Relations Assignment

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The efforts that are involved in directing, coordinating, planning, and the non-clinical activities within a hospital, nursing or “health-care” system networks, or organizations are called “Health care Management”. By following the norms and the guidelines of this healthcare management the health workers mainly the nurses can improve their interpersonal skills like communication with their patients. Effective communication can easily reduce stress, improve the quality of both patients and the health workers and also promote wellness. Well-developed interpersonal in a healthcare setting can provide the organizations with higher patient satisfaction, and it also improves the adherence to “treatments” and reduced depression, anxiety, and other psychological effects in both caregivers and their patients. The study further elaborates on the usage of interpersonal skills in a healthcare setting, and what communication barrier the healthcare team face during treating their patients. 

Chapter 1: Usage of Interpersonal skills

After evaluating the three scenarios, it can be stated that the effective communication between Carron and Mrs Johnson has gradually improved Mrs Johnson’s physical and mental health. The patient is much happy with the treatment and care provided by Nurse Carron in the healthcare centre. The interpersonal communication skills of the healthcare workers are much essential but during the covered pandemic, various mental health crises have been observed in the UK. CDC reported that among the patient symptoms of depressive disorders and anxiety disorders have increased during the year 2020. As opined by the scholar Blackmore et al. (2018), the ability of the nurses and other caregivers to understand and elicit patients’ concerns, needs and health issues can be enhanced by appropriate interpersonal communication skills. The nurses can take treatment decisions about the identified issues if they have effective communication and a strong bond with the patients.

This study highlights 3 NHS Right Care Scenarios where it can be seen that nurses, doctors, and other healthcare workers provide treatments to the patients. The professionals here are involved in diagnosing the problems faced by the patients and identifying opportunities to provide them with proper treatment by using correct evidence, intelligence, and data. The healthcare team uses various effective tools, guidance, and system in order to deliver improvements to all patients. There are three simple principles that are being followed by NHS Right Care: Diagnostic, development, and delivering improvements. In the context of Diagnostic, it can be stated that the nurses and the doctors with proper intelligence and evidence trying to solve patients' issues and cure their illnesses. In the context of development, it can be mentioned the nurses are constantly providing support and guidance to the patients through various innovative solutions to their diseases. In the process of delivering improvements, the healthcare workers mainly doctors and nurses arrange various innovative treatment tools, systems, and techniques which can cure the patients quickly.


The interpersonal communication skills of the nurses can enhance the value of the organization and also increase its business operations. These skills are essential in order to improve the outcomes of the patients including improved quality of treatment, higher satisfaction level in the patients, and reduction of negative symptoms. Effective communication among patients and caregivers can also increase patients’ survival rates and improve their quality of life. Reduction in the level of anxiety and depression and improvement in patients’ self-efficacy and self-confidence can also be observed in such cases. As mentioned by the expert Fagerström et al. 2017, there are some situations that take place in the healthcare setting like in the case of Barbara, the patient who is suffering from dementia and have a tendency to forget everything happening in her surroundings. Another case study highlights a situation where the patient is too aggressive that he fails to communicate properly with his attendant. These types of situations need to be handled very patiently by the nurses or the health workers so that the emotional well-being of their patients is not hurt. Effective communication, support, and acre can easily improve the mental and physical health of the patients and also provide the caregivers with job satisfaction. Disease like dementia is mainly observed in adults. In the year 2020 40% of adults or old aged patients were suffering from behavioural and mental conditions as they were going through the crisis of the global pandemic (Crawford et al. 2017). The people were getting more depressed during the pandemic due to various losses they were experiencing in their life.

One of the foundations of “quality patient care” is the interpersonal communication skill which is much valuable for all the healthcare workers like nurses, doctors, and also for the patients. As opined by Sun et al. (2017), effective communication can also eliminate risks in the healthcare setting like giving the wrong medication which can increase the illness or mortality rates. From the case study, it can be understood that in absence of nurse Carron, another nursing staff who was in charge of treating Mrs Johnson, has given the wrong medication due to which she fell sick and got an infection. This situation may arise due to less communication and poor knowledge of the health issue of the patient (YouTube, 2022). As a result of providing Mrs Johnson wrong medication, the patient was in pain due to a drug infection. For vomiting, ampicillin was given by Carron and the nurse in -charge got confused between ampicillin and amphoxilin, and this shows that the nurse has poor knowledge of medicines.

Effective communication among the nurses and the patients in the healthcare organizations is a “boon” as it benefits both the caregivers and patients. The nurses and other healthcare workers get benefits of reduction of work stress and higher job satisfaction. These can help the caregivers to improve their mental well-being and perform better in the upcoming days. There are various types of Interpersonal skills that the nurses must have to give their patients with best quality treatments. Those interpersonal skills of the caregivers are exercising self-awareness, and being respectful to the patients, their family members, and their other co-workers in a healthcare setting (YouTube, 2022). The nurses should also need to become cognizant of “non-verbal” communication. In order to understand the patients’ needs, emotional feelings, and health issues the nurses must also need to become clear communicators and engage them in active listening. Apart from all these the caregivers also need to show empathy to their patients in order to create a strong bond.

Chapter 2: Communication barrier

Interpersonal skills mainly the communication skills of healthcare workers are very essential to cure patients' mental as well as physical health. When a patient gets admitted to a healthcare ward, both the patients and their family members experience immense stress and anxiety. The family members of the patients feel stressed when they about their close one's well-being. As stated by the scholar Alert (2017), they are aware of the patients will get proper care and treatment in that health care centre. Various case study reviews highlight that people often show several emotional outcomes, which include fear, stress, irritability, anger, confusion, depression, and boredom when they or any of their close ones get admitted to a healthcare centre for treatment. During the COVID19 pandemic, most of the patients were suffering from a virus infection and their family members were suffering from anxiety and stress if their close ones can get cured and return back home (YouTube, 2022). During this time of the crisis, one of the major responsibilities of the nurses it only to take care of the patient and also to support their family members.


The given scenario also highlights a situation where one of the patients is suffering an incurable dishes dementia, and this illness only affects the well being of the patient but also her family members. The responsibility of the caregivers is to handle the emotional feelings of this patient with care and patience and try to make her feel happy. In another case, the patient Mrs Johnson is suffering from the pain of a drug infection where she has received the wrong medication from her nurse in charge which has not only made her worried but also made her family members anxious. As opined by Stein et al. (2019), there are some communication barriers also faced by the health workers during treatments. Due to these communication barriers, some of the caregivers fail to understand the emotions of their patients and the patients gradually get anxious, depressed, and many of them develop anger and frustration and misbehave with their caregivers. In this situation, the nurse or the attendants must patiently handle their patients without hurting their emotions. For this, the nurses need to develop effective communication with their patients (Shitu et al. 2018). The communication barriers that can be observed in a healthcare setting are lack of privacy among the nurses and their patients, background noises, and competing demands. Lack of privacy among the patients and the caregivers in a healthcare setting is considered as one of the potential barriers which decrease the ability of the nurse to communicate effectively with their patients and also affect medication, patients' health conditions and become the reason for their pain, depression, disabilities, and anxiety. As opined by an expert Molka-Danielsen et al. (2018), in order to get a clear understanding of the patient’s health issues and emotional well-being and behavioural status, the nurse must also communicate and interact face-to-face with the family members of the patient. There are also other communication barriers that the nurses faced during treatments like physical, emotional, gender, cultural differences, language, medical jargon, interpersonal, and perceptual barriers.

The nursing staffs are often considered the backbone of the healthcare organization and must have the de-escalation skills which can enhance their quality performance, value, and also the organizational business profitability and productivity. In the context of Peplau’s theory, it can be stated that interpersonal communication skills mainly emphasize reciprocity among the patients and the nurses in a healthcare organization. As stated by the scholar Marsh, (2017), the theory further highlights that effective interaction between the nurses and their patients helps both of them to mature and evolve. This theory also incorporated the understanding of tool fundamental tools that the nurses use while treating their patients are interpersonal and communicational skills. In order to promote health improvement in their patients and prevent the patient's choices limitations and enhance the service values, a clear understanding must be there between nurses and the patients.

The theory of Peplau also incorporates the infractions between society or culture or environment, nursing, humans and their health. The relationships here are differentiated into 5 major phases such as the orientation phase, identification phase, exploitation phase, resolution phase, and termination phase. As opined by the scholar Weiss et al. 2018, there are several de-escalation skills that the nurses must have like setting long and short term goals and determination to achieve them. They should remain non-judgmental and empathetic while treating their patients and should avoid over-reacting (YouTube, 2022). In a case study, it has been found that the patient is too aggressive and frustrated and constantly misbehaving and shouting at his attendant. In such a case, the caregiver needs to keep patience and keep his body language and tone neutral.

Evaluation of the case study of the Dementia patient Barbara

From one of the provided scenarios, it has can be understood the implications of treatments both in terms of costs and quality of life in cases of an older patient who is suffering from dementia. The main motive of the treatments provided to Barbara is to shift the care pathway from a reactive to a proactive approach which incorporates community-based and primary-care responses. In the UK as per healthcare reports, there are about 850,000 individuals suffering from Dementia which causes issues with one’s emotional behaviours and loss of memory. The treatment cost of Dementia in the UK has been estimated to be about £26 billion per year. People over 55 years of age mainly face this illness. 

The study further states that Nurses at “Guy’s and St Thomas’ NHS Foundation Trust” created a video in order to raise awareness among the staff about the disease of Dementia (Healthinnovationnetwork, 2022). The story of Barbara is a powerful reminder of the importance of every individual contribution to creating a positive and safe environment in the healthcare ward. After going through all the details of Barbara's story all care professionals gained a better understanding of the problems that Dementia patients face and this helps them to support and handle, vulnerable patients. After evaluating every detail of the story, biased situations have been found in the case treatment of Barbara. For instance, Barbara is found waiting in the “outpatient department” for a long to get a call from the doctor. When she tries to find some information from the receptionist she seems to be very dismissive towards her. Other than the receptionist no other staff members offered her help when she lost in the corridor and looked confused. Everyone made Barbara feel anxious, disrespectful, and vulnerable in the consulting room other than a nurse named Jane. She is also neglected by the nurse when she arrives at the ward and this is very disappointing for a patient suffering from Dementia or minor cognitive impairment. Porter and the nurse in the ward were busy talking about the nurse’s wedding and do not greet and introduce themselves to Barbara which is also a sign of disrespecting her. Other biased situations have also been found in this case like not showing the use of the calling bell in the ward, and not offering her the preferred food for lunch. But the nurse Jane maintained eye contact, a soft voice tone, and smiled at Barbara. This is the only reason for certain improvements in Barbara.

Chapter 3: Process of teamwork evaluation

Healthcare teamwork effectiveness

There are various complexity and challenges healthcare teams to face while dealing with patients. In a complex “healthcare system”, it is very important for every caregiver especially the nurses build an effective communication channel between themselves and the patients. Teamwork efficiency is also important to improve the health of the patients and keep them secure and safe from all complications they can face during their treatments in the healthcare centres. Effective teamwork by the caregivers can easily improve the quality of performance by minimizing adverse events caused due to miscommunication with other team members while providing care to the patients admitted to the wards. As opined by the scholar Weiss et al. 2017, there are various benefits the organizations can get from the high efficiency and dedication labels of the healthcare teams. Those benefits are effective teamwork can reduce serve medical errors, enhance the safety and health condition of the patients, and also improve mortality rates the patients. As there is poor communication and understanding in the team the patient Mrs Johnson has been treated with the wrong medication and this not only affected the patient's mental and physical health but also affect the organization's business value and its caregivers’ reputation.

Effective teamwork also enhances patient satisfaction and reduced healthcare staff turnovers. As opined by Polis et al.  (2017), the health workers are also provided with job satisfaction and less stress if they are placed in an efficient team. In order to build an effective team, every healthcare centre must provide its caregivers with proper training on how to handle tough and challenging situations. The situations that can affect the organisational culture are high frustration, anger, and depression level in the patients and in this situation; the caregivers must handle those patients with care and politeness. Team efficiency can also be enhanced if the team embers remain supportive and motivate each other at their work. This can build a team which can help in the betterment of the organization in its future days.

Importance of effective communication within a multi-professional team

There must be effective communication and collaboration among the staff in the healthcare organizations. The team members of a healthcare team must remain supportive and have much understanding among them. A proper understanding of team care benefits it to bring clarity and priorities continuity within the patient care team. As opined by Aburayya et al. (2020), this also helps the organization to raise its service sale and enhance its business profitability and value across the globe. Good collaboration also encourages the team members, fosters teamwork, and also helps the caregivers to reduce medical errors. Communication in the multi-professional team of the healthcare sector also keeps the team workers motivated, engaged, active, and encouraged at their work and often fosters a culture of collaborative “problem-solving”. To keep these healthcare teams engaged and dedicated to their work the organizations must arrange reward programs for the high performers and this can enhance staff productivity and efficiency level.

Teamwork and service quality in the healthcare setting

In every healthcare organization, the management applies a teamwork technique in order to prevent patients’ lives and take care of their mental and physical well-being. In the healthcare team, the nurse is often considered one of the strongest pillars who can cure a patient by becoming his or her friend and remaining concerned about the patient's needs and emotional health. As opined by Sangaleti et al. (2017) in a healthcare team, every member has a unique talent and comes with various experiences. An honest discussion of each other past experiences creative ideas and thoughts in a healthcare team can enhance the team's efficiency and productivity. If all the members of a healthcare team remain supportive and understanding to each other they can together build up a team which can contribute highly to organizational business profitability and productivity. Effective communication is crucial for the nurses in an organisation as they deal with the patient that needs the utmost attention and care. Effective communication also allows for the monitoring of patients' concerns, opinions and experiences. It permits the nurse to develop active listening and take feedback from the patients that can actually levitate the performance of the nurses in the organisation more efficient.


In a healthcare setting, effective communication between caregivers and patients is much important. Among all the caregiver nurses plays the important role in improving the well-being of the patients. They learn about the needs and concerns of their patients and also keep a record of their health improvement and learn about their health issues through verbal culmination, an effective communication can help to improve the emotional as well as the physical health of the patients and also provide the health workers with job satisfaction. After evaluating three scenarios it can be stated that every healthcare organization must develop an efficient healthcare team with good interpersonal and communication skills.



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YouTube, 2022. About ‘Skills for Health NHS Training. Available from: [Accessed on: April 30, 2022]

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Healthinnovationnetwork, 2022. “Barbara’s story”. Available at: [Accessed on: May 15, 2022]

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