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Part one: Decision Making

Where and how are decisions made in your organization? How can you be invited to the table to be an active participant in decision making that influences your practice?

Submission Instructions:

Your initial post should be at least 500 words, formatted and cited in current APA style with support from at least 2 academic sources.

Part 2: Clinical Assignment: Quality Improvement Final Project

Goal:

Combine your Quality Improvement Project Part 1 through Part 3 and finalize the Quality Improvement Project. (Uploaded Files)

Compose a conclusion for your Quality Improvement Project.

Content Requirements:

A description of the clinical issue to be addressed in the project.

An assessment of clinical issue that is the focus of the quality improvement project.

A SWOT (strengths, weaknesses, opportunities, threats) analysis for the project. Analysis of the strengths, weaknesses, opportunities, and threats related to the quality improvement process.

An outline of the action plan for the project.

Discuss stakeholders and decision makers who need to be involved in the quality improvement project.

Discuss resources including budget, personnel and time needed for the quality improvement project.

Discuss potential strategies for implementation and evaluation.

Conclusion

Quality Improvement Project
Thesis statement: Despite the admirable efforts, UF Health experiences a significant clinical
issue of communication between the nurses and patients, affecting the delivery of desired quality
care.
I.
Introduction
II.
Quality issue in the organization
III.
Rationale regarding the need for change
IV.
The recommended best practice to address the issue
V.
Conclusion
Quality Improvement Project
Healthcare organizations perform well when they conduct surveys to understand quality
delivery issues. While focusing on the University of Florida (UF) Health, which provides
educational and health care services, this facility has managed to scale to greater heights due to
improving community members’ health. The leadership has portrayed consistency in the delivery
of patient care aligning with the organization’s mission of patient care, research, education, and
community service (UF Health, n.d.). This aligns with the vision of striving to develop
unstoppable momentum to improve patients’ health. Despite the admirable efforts, UF Health
experiences a significant clinical issue of communication between the nurses and patients,
affecting the delivery of desired quality care.
According to Racheal Rivera, the communications specialist, the organization has been
experiencing challenges bridging the gap of communication barriers between their healthcare
workers and patients (Rivera, 2019). The organization acknowledges communication as the tool
that facilitates the quality delivery of healthcare. Communication helps foster the core values in
the organization, including teamwork, accountability, excellence, building trust, diversity, and
integrity (UF Health, n.d.). However, healthcare professionals and patients lose touch through
electronic messages in this era of technological innovations. Electronic messages are usually
easier and faster, mostly when professionals make follow-ups on their patients’ health. However,
an emerging concern is that patients feel that most attention goes to computers, phones, tablets,
and electronic health tools such as electronic health records (EHRs) (Rivera, 2019). Notably, this
does not disregard the effectiveness of the EHRs that health professionals use when showing
patients their progress. Instead, it shows that health professionals need to identify a strategic way
of making patients feel valued by paying attention to them but still referring strategically to the
EHRs.
Generally, there is a need to foster change while addressing the communication challenge
at UF health to enable the professionals to achieve the organization’s mission, vision, and values.
Furthermore, effective communication between the care team and the patients is essential
because it promotes patient safety and the delivery of quality care. The engagements between the
patients and health professionals help them collectively identify the health concerns and map a
solution (Koprowska, 2020). As a result, the organization will consistently achieve unstoppable
momentum toward improving patients’ wellbeing. Furthermore, this will enable the health
organization to show in the health reports that the professionals are providing patient safety
through enhanced interpersonal and intrapersonal relationships in the commitment to deliver
high-quality services.
Therefore, a reasonable best practice to the communication problem is to focus on the
basics, mainly training health professionals to use open-ended questions when engaging with the
patients. According to Koprowska (2020), open-ended questions improve interactions between
the care team and patients, helping the professionals unearth crucial details to inform the needed
healthcare decisions. As Ward (2018) emphasizes, the healthy communication patterns
established help build trust and strengthen the patient-physician relationships. Based on such
verified facts, the UF Health leaders have no option but to prioritize improving the
communication patterns amidst the indirect challenges promoted by innovations. Hence, the
identified solution will help the health professionals tailor care depending on the identified
patients’ needs.
In sum, communication is a critical component in delivering quality care. Although the
healthcare industry has leveraged technology to deliver quality care, it is evident that several
challenges emerge which create communication barriers. As seen in UF Health, technological
devices during interactions make patients feel the health professionals do not pay attention to
their needs. However, the suggested training on how the care team should use open-ended
questions can help address the communication problem. Since the delivery of quality care is a
priority in the organization, the suggested solution will positively impact patient-team care
relationships.
References
Koprowska, J. (2020). Communication and interpersonal skills in social work. Sage.
https://books.google.co.ke/books?hl=en&lr=&id=TmbTDwAAQBAJ&oi=fnd&pg=PP1
&dq=Improving+Interpersonal+Communication+Between+Health+Care+Providers+and
+Clients&ots=8BL_zUeP1D&sig=giISdIOLwV9aO3JTKs9NuRmI4Y&redir_esc=y#v=onepage&q&f=false
Rivera R. (2019). How Can We Improve Communication at UF Health? UF Health.

COMMUNICATION IS THE KEY TO QUALITY CARE

UF Health. (n.d.). Mission, Vision & Values. University of Florida Health.
https://ufhealth.org/mission-vision-values
Ward, P. (2018). Trust and communication in a doctor-patient relationship: a literature review.
Arch Med, 3(3), 36.
https://www.researchgate.net/profile/MasoudMohammadnezhad/publication/327575093_Trust_and_Communication_in_a_Doctor_Patient_Relationship_A_Literature_Review/links/5ca3d2efa6fdcc12ee8ed438/Trustand-Communication-in-a-Doctor-Patient-Relationship-A-Literature-Review.pdf
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Quality Improvement Project Plan
Name
Institution
Course
Professor
Date
2
Quality Improvement Project Plan
Nurse-patient interactions are key to determining the patients’ needs and how to best
solve them. Communication in healthcare involves various measures and channels. It involves
using technology for written and spoken communications and in-person interactions between
nurses and their patients. While technology has eased communication and made it cost-effective,
it has also made it less engaging by reducing the time professionals directly interact with
patients. Therefore, it is important to cause changes that will promote in-person communication
and direct interactions to ensure that professionals create strong working relations with patients.
To ensure the communication happens well, change management and a quality improvement
project may be needed.
Stakeholders
Improvements in interpersonal; communication in healthcare will have benefits for
various stakeholders. First, the patients. The patients are an important group of stakeholders
because they are the primary clients of healthcare providers. Proper interpersonal relations
between professionals and nurses ensure that professionals understand patients’ needs and,
therefore, patients benefit from improved care. Improved health outcomes directly improve
patients’ ability to function. Another group is the nurses. Nurses interact a lot with patients.
Nurses have to access, admit and perform other roles that ensure patients get the necessary
treatments (Kaur, 2020). By improving their in-person communication, nurses may understand
what patients want and need and offer high-quality care. Effective interactions may also make
nurses more satisfied with their jobs. The management will also benefit from the improved
performance of their staff. Managers need to ensure that facilities get enough funds and that
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patients are happy (Sibiya, 2018). Through improved patient-nurse interactions, the organization
will become more competitive and benefit employers and managers.
Resources
The project will need various resources to ensure that nurses become more engaged with
patients. Money is among the important resources. The organization must budget for the project
and set aside funds needed for various functions that the project will encompass. For instance,
the project may involve training employees to improve in-person interactions. Also, if employees
need more time with clients, more staff may have to be employed or assigned per shift. Hence,
the budget should cover the finances (Sibiya, 2018). Another necessary resource is human
resources. The human resource will include the parties involved in the project team, such as the
training and the more nurses that may be needed to ensure adequate time with each patient to
enrich the interpersonal communication. Employing the appropriate staff may help the project
succeed.
The team must establish the time required for the project to be complete. Time is a
resource because it must be included in the plan and is needed for the project to happen. The
planning must consider enough time. Apart from time, communication technologies may be
needed for the training and to enable providers to access some of the training online (Harris et
al., 2022). Communication technology like the internet and devices that can access the internet
may be needed.
Action Plan
The first task of the project will be creating awareness. Creating awareness of the issue
will include communicating the issue in staff meetings and posters. The awareness should take
two weeks and should be done between June 20th and July 4th. The department heads will have to
4
communicate to their staff that there will be changes that will be done. Creating awareness aligns
with the unfreezing part of Kurt Lewin’s model (Kaur, 2020). The relevance of creating
awareness is to show that the change is needed and to improve nurses’ attitudes about in-person
communication. In the meetings, the managers will communicate when the training will happen
and the venue.
The second task will be to find the experts needed for the training. Recruiting trainers
should take two weeks and happen concurrently with awareness creation between June 20th and
July 4th. The experts needed will have to be experienced to teach the staff about communication
skills and why they need to incorporate in-person communication to improve their interactions.
Third, the training will have to be conducted between July 10th and July 15th. The training will
include a two-hour training for two days and online sessions and simulations. After training, the
new policy’s implementation should begin immediately on July 16th. From the end, monitoring
should continue under the project team for six months to ensure that the new communication
methods are implemented. The team should monitor the change until January 30th and submit
relevant reports to the management to determine whether it should be handover to the
management or make changes.
Conclusion
In conclusion, changes must be implemented systematically. Therefore, resources must
be planned for and acquired to improve interpersonal communication between patients and
nurses. Also, the project plan should involve creating awareness, training and monitoring the
results.
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References
Harris, J. L., Roussel, L. A., Dearman, C., & Thomas, P. L. (2022). Project Planning,
Implementation, and Evaluation: A Guide for Nurses and Interprofessional Teams. Jones
& Bartlett Learning.
Kaur, B. (2020). Interpersonal communications in nursing practice-Key to Quality Health
care. Archives of Nursing Practice and Care, 6(1), 019-022.
https://www.peertechzpublications.com/articles/ANPC-6-144.php
Sibiya, M. N. (2018). Effective communication in nursing. Nursing, 19, 20-34.
1
Quality Project SWOT Analysis
2
Quality Project SWOT Analysis
In healthcare, people have to collaborate with patients and other professionals to cause
high-quality treatments for patients. Therefore, recently, technological advancements have been
geared towards improving the efficiency and speed of communication. Technologies like
electronic records, telehealth technologies and others enable people to exchange messages and
improve speed and care quality. However, like other types of advancements, technologyenhanced communication has its limitations. Among the organization’s limitations is the loss of
the human touch in the communication experiences. Therefore, the quality improvement project
chosen for the assignment is improving communication efficiency by incorporating more
traditional methods of communication. To determine whether the project should indeed be
implemented, a SWOT analysis may help know the strengths, weaknesses, opportunities, and
threats related to the project (DecisionSkills, 2016). A SWOT analysis will help determine what
challenges and supports both internally and externally the project may encounter and therefore
determine how best to improve its success.
SWOT Analysis
Strength
One strength of the project is that it is research-supported. Communication and
interpersonal skills are supported by various studies that have related them to improved
outcomes in healthcare. In-person communication between nurses and their patients is needed to
enhance functions like patient education and ensure that patients properly understand. Also,
interpersonal skills and communication are needed for solving conflicts among people in
healthcare teams. While technologies are needed, the impacts of technology depend on people’s
ability to use them (Bullington et al., 2019). Therefore, the project is supported by scientific
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studies, making it a strong candidate for quality improvement projects that are acceptable for the
organization. Also, interpersonal communication is important in building trust and bridging the
gap that results from people’s poor technology literacy (Cannity et al., 2021).
Weakness
One main weakness of the project is the preference for innovative technology-enhanced
communication rather than the traditional in-person communication that was previously favored.
The project may be opposed by stakeholders and scholars who prefer technology-enabled
communication methods because of their advantages over traditional methods. For instance, inperson communication requires more time to be invested and therefore, it may lead to slower
services than when technologies like emails and applications are used (Juita & Herawati, 2021).
Also, implementing the project will disrupt the organization’s work because of the time and skills
needed to implement in-person communication.
Opportunities
The quality improvement project may benefit from several available resources. First, the
current availability of data collected using the available information systems may help improve
the implementation. The healthcare organization collects lots of information and data from
various sources like patients and professionals. Such data includes issues like patient satisfaction
and employee satisfaction (Juita & Herawati, 2021). Other information may include the
efficiency of available communication systems. Using the data and evidence sources from
elsewhere may support the project. Current information systems will offer evidence that will
improve project implementation and provide the opportunity to improve healthcare by
incorporating the new skills that the training will offer in the working of professionals with
patients.
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Threats
The biggest threat to the project is the electronic communication systems. While the
management may support the project, the staff’s preference for technological advancements that
are currently available may limit its success. The current electronic system is convenient and
time-saving (Juita & Herawati, 2021). Therefore, it may cause people to resist adopting more
interpersonal communication that will be needed if the project is implemented.
Foundation of Action Plan
From the SWOT analysis, the action plan will have to consider the roadblocks that may
limit its effectiveness and the available opportunities for implementation. For instance, the
project has the weakness of being perceived as inferior to the current methods of communication.
Therefore, the unfreezing stage will be very important to make people understand the
importance. Unfreezing involves showing the project’s importance and awaking people from the
status quo (Hassan, 2018). During this stage, the SWOT analysis should be incorporated. The
project team should explain that the project will improve the quality of communication with
patients and improve interpersonal relations. During implementation, the information systems
should be used to collect information on changes. For instance, patient satisfaction should be
determined, and information systems used to estimate any changes. Information systems will
help collect information on evidence to support the project and changes in the quality of care that
people receive when they get care from the organizations.
Conclusion
The project will improve patient-nurse interpersonal relations through communication.
Improvement of communication has been studied, and therefore the project is evidence-based.
While the project will improve care quality, it will be threatened by the current information
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systems. Therefore, the project team should create awareness about the importance of in-person
communication when used alongside the electronic systems. The information systems will be
important in disseminating information about in-person communication to as many people as
possible and therefore creating awareness of the importance of the project.
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References
Bullington, J., Söderlund, M., Sparén, E. B., Kneck, Å., Omérov, P., & Cronqvist, A. (2019).
Communication skills in nursing: A phenomenologically-based communication training
approach. Nurse Education in Practice, 39, 136-141.
https://doi.org/10.1016/j.nepr.2019.08.011
Cannity, K. M., Banerjee, S. C., Hichenberg, S., Leon-Nastasi, A. D., Howell, F., Coyle, N., … &
Parker, P. A. (2021). Acceptability and efficacy of a communication skills training for
nursing students: Building empathy and discussing complex situations. Nurse Education
in Practice, 50, 102928. https://doi.org/10.1016/j.nepr.2020.102928
DecisionSkills. (2016, June 10). How to conduct a SWOT analysis [Video]. YouTube.

Hassan, A. T. (2018). Organizational change management: A literature review. Available at
SSRN 3135770. https://dx.doi.org/10.2139/ssrn.3135770
Juita, J., & Herawati, T. (2021). The Benefits of Electronic Health Record (EHR) on Operating
Room Efficiency: Literature Review. Jurnal Ilmiah Ilmu Keperawatan Indonesia, 11(04),
190-198.

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