The paper seeks to give an in-depth analysis of the strategies used within the call center in a healthcare organization to improve customer satisfaction and efficiency. It will go further to explain the significance and ways of improving the communication channel between the clients and the staff within the healthcare facility. This gesture will be based on the strict budget available within the health facility that cannot allow the management to increase the number of staff at the call center (Ward et al., 2019). The main issue, in this case, lies with the increased number of calls made between the clients and the staff at the facility.
Based on the issue under the case, there is a need for the healthcare organization to develop effective measures in meeting the needs of the rising number of phone calls at the center. The management should integrate proper communication channels among the teams within the call center. There is the need to develop cohesive team building abilities to ensure that the members of the group relate well with each other in the workplace environment (Johnson, 2019). They must get involved in activities that would strengthen the relationship in the workplace. The next aspect used to ensure efficiency involves the proper training offered to the members of the call center as a means of ensuring that the personnel at the call center receive the relevant skills needed to handle the increased number of callers to the health facility. They should also be trained on the new strategies used in the communication to help ease and fasten their work at the call center.
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Teamwork is an essential aspect of the healthcare industry based on the fact that this sector deals with the understanding of the health of the patients and the overall health of the public. It is important to note that the healthcare teams are often more adapted and responsive faster to the transformation in the healthcare setting once they work together as a team. The healthcare sector is dogged with the interdisciplinary team of personnel that tends to need the aspect of the teamwork to help bring a cohesive understanding of the needs and proper care to the patients in the hospitals (Ward et al., 2019). The other importance of teamwork in the health sector lies with improved communication among the employees in the facility. There is a need for a comprehensive communication mechanism between the workers in healthcare to help develop excellent and cordial relationships with the patients while under their care. The proper communication channels would ensure that the activities carried out in the health facility run smoothly and efficiently.
In the military sector, teamwork is applied in the cases of battalion taking charge in the protection of their territories. Collaboration is required and used in the grueling nature of the SEAL training in most of the military bases across the globe. It is important to note no one in the military makes it by themselves. They are often paired up with either a partner, battle member or a swimming member. The military training and work is always part of a squad or a boat crew depending on the arm of the military. The military training often starts with a large number of members in a single class and would undoubtedly graduate in a small cluster of the members in the team. As much as the graduating members are never the strongest, fastest, or most significant, they are often the ones considered to bear the highest mental toughness (Johnson, 2019). In the military setting, fitness is crucial to the success and the extent to one is fit helps in creating the less reliance on the mental toughness of the same individual the combination of the two issues helps in the main focus on the importance and application of teamwork in the military service in a broad manner of events. The same gesture is essential in the creation of an excellent communicator that supports other members of the team in any available task in the military work.
The health sector can adopt other practices from other areas to help align itself in line with the proper service delivery to the patients. For example, in the hospitality industry, the healthcare sector can apply the simulations on the rising demand for personalization and standardization. This aspect can then be involved in the reduction of the reimbursement to drive the hospitals to do more with little resources to ensure the need for efficiency and productivity (Turner, 2019). This gesture is brought about by the fact that the healthcare industry is characterized as one of the most inefficient sectors across the globe. Most of the managers in the health sector are looking at the hospitality, restaurant, and retail industries as models of change.
Organizational factors that would affect the service delivery in the healthcare sector include how there is a mix of organizations that tend to provide the services in health. The next factor lies with the division of the activities carried out by these organizations in the patient care delivery systems. There are also organizational interactions based on their relationships with the economic and political environments (Johnson, 2019). This gesture is based on how they attain the resources that they may require to have continued progress. The management structures and internal administrative processes in the organizations also play an essential role.
With the limited funds available, the hospital management can then seek to purchase an improved communication control machine that would accommodate more calls per time using the same individual in operation. The device would be valuable in the extending of the number of requests that can be kept in waiting as others are still being attended (Turner, 2019). Other resources that can be used to improve customer satisfaction and efficiency in the healthcare sector include the use of a plan to do the act that would help in giving the cyclical aspect in the change process in the organization.
Conclusion
In summary, the paper has discussed the issues linked to the problems related to the increased communication between the client and the staff within the facility. It has looked to give an inside and out an investigation of the techniques utilized inside the call focus in a human services association to improve consumer loyalty and productivity. It went further to clarify the centrality and methods for enhancing the correspondence channel between the customers and the staff inside the human services office. This motion has been founded on the exacting spending plan accessible inside the wellbeing office that cannot enable the administration to build the quantity of staff at the call focus. The main issue, for this situation, was pegged on the expanded number of calls made between the customers and the team at the office.
References
Johnson, J. D. (2019). Network analysis approaches to collaborative information seeking in inter-professional health care teams. Information Research , 24 (1).
Turner, P. (2019). The Importance of Professional Credibility. In Leadership in Healthcare (pp. 173-202). Palgrave Macmillan, Cham.
Ward, M., McAuliffe, E., Fitzsimons, J., & O'Donovan, R. (2019). Informing healthcare team performance: Integrating data to improve quality and safety. International Perspectives in Psychology: Research, Practice, Consultation , 8 (1), 53.
