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Derriford hospital Operational Management
Operation management is significant as it involves creating goods and services. It is linked to managing the resources to produce as well as deliver goods and services successfully. Operation management involves designing and managing products, processes as well as services (Ivanov et al., 2017). It includes diverse stages including sourcing and production. Additionally, it includes distribution as well as services. Today, companies understand the significance of operation management (Slack et al., 2016). Effective operations management offers the company a chance to improve efficiency as well as customer service. Another aspect of operations management is that involves dealing with the different issues that are met by companies. It offers alternative approach to deal with wide-ranging problems to a company. Operation management is exciting and involves various changes that are taking place in the business world. Li (2014) maintain that companies adopt diverse business enhancements approaches to improve their performance. Logistics and supply chain management is considered as a crucial aspect in helping companies gain competitive advantage. Although both logistics and supply chain management have been in existence since the early 1980s, some people do not understand the concept of the supply chains management. Logistics involves the management of the movement of products between the origin and consumption point.
The paper looks at the operational management issues linked to Derriford hospital. It will focus on managing quality as well as managing people in operations and supply chain. It is a large acute general hospital that serves Plymouth and Devon and Cornwall. The hospital provides various highly specialized treatments that include heart surgery as well as cardiology services. Other services offered by the hospital include kidney transplants, pancreatic surgery as well as neurosurgery. It caters to about 2 million people leaving in the areas. Previously, the hospitals has had quality management issues. For instance, its maternity services were ranked as the worst. The Healthcare Commission maintained that the hospital’s maternity unit was ranked the worst due to inappropriate utilization of Caesarean sections as well as lack of proper training for the staff working in the unit (BBC, 2008). Total quality management is a philosophy that touches on every person in a company involved in enhancing quality and attaining customer satisfaction (Alghamdi et al., 2013). Total Quality Management focuses on linked company’s functions to make sure that it meets the clients’ needs. Mainly, in quality management, the quality is based on the clients’ needs. The management is tasked with quality management. Managing people in operations and supply chain is important in ensuring the company’s success.
Derriford hospital management needs to make sure that quality in the hospital is well managed. Munhurrun et al. (2011) maintains that Total Quality Management is considered as a potential solution to enhance the efficiency as well as effectiveness of health care provision. Currently, it is becoming significant for effective operations of public hospitals. Customer satisfaction is a vital pointer of health care quality and various hospitals are using TQM to transform service delivery in the hospital. It is considered as one of the competitive approaches and it is widely used in the world.
For organisations to ensure that they apply total quality management it needs to ensure that there is constant improvement, benchmarking as well as empowerment of the workers (Heizer and Render, 2010). Companies need to make sure that employees are satisfied. Based on research, it was evident that in 2008 Derriford hospital maternity unit was offering poor quality to its patients (BBC, 2008). The inspection conducted by the Healthcare Commission showed major problems in the skills of staff working in the unit. Another major issue was that the Caesarean sections were not used properly. Constant improvement is one of the approaches that the hospital can use so as to mitigate the issue of service delivery.
A CQC survey conducted in 2017 shows that the hospital has improved its service delivery in the maternity unit (Plymouth Herald, 2018). The hospital management maintained that they have continued to work hard to ensure that they maintain high standards care for the new and expectant mothers. During the current survey, some women complained that they were spoken in manner that they could not understand (Plymouth Herald, 2018). It made it hard for them to receive the help and advice from a midwife on issues pertaining breastfeeding during their recovery period at home. In this case, the hospital has been focused on making efforts to minimize the use of medical jargon as well as abbreviations when making consultations with patients and their families (Plymouth Herald, 2018). The hospital also maintains that there are various community services that are meant to support new mothers and their feeding method of choice upon giving birth. Therefore, the employees will work towards ensuring that the signposting to the services are clearer and accessible so that they can offer the required support.
Benchmarking is another Total Quality management tool used by the hospital (Heizer and Render, 2010). A report by Care Quality Commission (2011) show that the organization has made the necessary improvements in the maternity unit. Derriford hospital has included important check-lists that are recommended by the World Health Organisation as well as the National Patient Safety Agency. The hospital is using the list effectively in its operating theatres (Care Quality Commission, 2011). The checklists used by the hospital offers a major set of safety checks to enhance the safety of surgery by minimizing deaths as well as complications. The inspection showed that there were improvements within the hospital. The surgical safety list is detailed and it is considered as the mandatory part of the hospital surgery process.
During the latest inspection, it is evident that the hospital has made major moves to enhance its service delivery process. Although the checklists are used properly, CQC inspectors found that the manner in which operations are carried out was affecting the way the staffs worked (Care Quality Commission, 2013). The way operations are scheduled they are putting workers under a lot of pressure thus making it easy for them to make mistakes. Mainly, the clinical staff complained that the timetables were not realistic. They claimed that they did not leave room for unexpected incidents that may cause delays. Also, there are issues concerning staff shortages making it hard to find specialist theatre staff on duty. Based on the information, it is evident that Derriford hospital is having a hard time in managing quality.
Hospitals such as Arnold Palmer hospital are focused on delivery of quality services. The hospital delivers more than 16,000 babies every year. It applies almost every quality management technique (Heizer and Render, 2010). First, they ensure that there is continuous improvement. Also, the hospital focuses on empowering their employees and benchmarking. The hospital uses quality tools and just-in-time approach. The operations managers are tasked with delivering healthy safe products as well as services. Stakeholders are involved in the process of ensuring that safety measures are implemented. However, for Derriford hospital, it appears that the employees are not considered in the process of ensuring that quality services are provided (Care Quality Commission, 2013). For instance, when implementing the checklist guideline, the hospital seemed to put a lot of pressure on the specialist theatre staff. When using employee empowerment tool, it is important to support workers. Also, the employees need to be involved in the decision-making process which is not the case with Derriford hospital.
Managing People in Operations and supply chain
People play an important role ensuring that operations in a company is successful. Managing the needs as well as expectations of workers includes offering more economic rewards as well as balancing inter-related activities of job satisfaction as well as the social relationship with other members of the company (Hall et al., 2013). The organisations can take various approaches in managing people. Derriford hospital has issues in managing its staff working in the theatre unit. Employees were complaining the working schedule is putting a lot of pressure on them thus leaving room for making mistakes (Care Quality Commission, 2013). Clinical staffs complained that the timetable was not realistic. They maintained that there was no allowance of unexpected incidents that may lead to delays. Workers were forced to cut corners so that they could save time in tight schedules. One way of managing people is meeting the staff strategic needs (Hall et al., 2013). They are requirements that ought to be addressed to attain the company’s goals. Mainly, they are centered on company enhancement or transformation management.
Derriford hospital continues to make innovative approaches towards the recruitment of clinical staff. It is creating a stronger plan to deal with issues affecting the company on a sustainable basis (Plymouth Hospital NHS Trust, 2018). One of the approaches that the hospital is undertaking is reviewing the shift patterns as well as flexible working policies for the employees. The hospital is ensuring that they support the employees and provide them enhanced life balance by offering flexible working environment. Derriford hospital is also reviewing the current workforce as well as needs. It is planning a programme of work on ensuring that the workforce future is secured. Another approach used in managing people within a company is 360-degree feedback (Hall et al., 2013). It involves getting feedback from supervisor, colleagues and employee’s subordinate. It also includes feedback from self-evaluation.
The hospital is focused on responding to the needs of the employee by making sure they have a voice (Plymouth Hospital NHS Trust, 2018). It introduced Tea with staff initiative, whereby employees were given a chance to meet with the matron. Matrons hold meetings with the staff and allow them to informally give real-time feedback. They talk about their everyday challenges. The initiative was introduced to offer staff to have safe place to air their grievances. It offers joint leadership, support as well as enhancement for the trainee nurses working in the hospital. Derriford hospital introduced daily feedback sessions that take place through safety briefs (Plymouth Hospital NHS Trust, 2018). The briefs were introduced in theatres, whereby, the staffs would be made aware when the patient is not cared for. Another approach of people management in operations is performance development reviews. In the particular case, managers are tasked with staff appraisals whereby they review their performance. It helps in understanding the employees needs and implementing the proper strategies to deal with the issues (Hall et al., 2013). Organisations using the approach to offer development activities to assist workers to enhance their technical skills.
Derriford hospital is also faced with employee shortage and lack of proper skills to carry their work effectively. The hospital introduced clinical audit which offers a means of assessing whether the care offered in the hospital (Plymouth Hospital NHS Trust, 2018). It makes sure that the clinicians provide care that meets the patients’ needs. It encourages staff development and offers a platform for continuous enhancement. In 2017 and 2018, the hospital was involved in 98% of open and important national audits based on Healthcare Quality Improvement Partnership (Plymouth Hospital NHS Trust, 2018). Derriford hospital is also having theatres improvement project. In this case, the hospital is focused on raising the number of patient operations per day.
It is also focused on minimizing disruptions by making enhanced planning. The hospital is supporting its staff to understand the delays that patients are facing in the emergency unit (Plymouth Hospital NHS Trust, 2018). They want to ensure that the they minimize the time that patients spend in the department. It is evident that Derriford hospitals is focused towards improving their operations by managing their staff. They are making sure that employees’ needs are met to motivate them to provide proper patient care. The hospital is engaging the staff to understand their needs and areas that need improvements. Another approach the hospital is taking is ensuring that their operations are enhanced.
Triple Bottom Line
Organisations should consider triple bottom line so as enhance their sustainability. Triple Bottom line is an approach of assessing economic, environmental and social service impacts of a company. Organisations focused on sustainability ought to perform against triple bottom line (Potts, 2004). The term was first introduced in the 1980s to focus on the significance of accounting for the non-market as well as financial features of performance in a company. It involves performance assessment as well as management that focuses on the interdependence of economic, environmental and social approach. It is important for companies to consider people in the community they are operating.
Derriford hospitals seems not to focus on the people in the surrounding community. There have been complains concerning the services offered in the hospital which caters for communities around it. The hospital also seems to neglect its employees as the working conditions are not favorable (Care Quality Commission, 2013). The activities has had negative impact on the company. Therefore, it needs to ensure there is sustainability by transforming their approach in managing employees. Derriford hospitals need to ensure that the staff are well managed. They can do this by offering flexible work environment. The hospital should ensure that the workers do not work under so much pressure as it may affect their service delivery process. The hospital should also employ new workers to ensure that there are enough employees to attend to the patients especially in the theatre unit. It would increase performance and ensure constant enhance of quality management. The hospital will increase its ratings, hence, more patients will visit it. The approach will increase profits for the organization. The hospital also needs to consider surrounding environment. They should make sure that the hospital waste is well managed. Derriford hospitals has issues ensuring that there is sustainability through people. It is focused on improving the work environment.
The organization has been focused on improving the healthcare system. Although it has been poorly rated different times, it is focused towards improving their operations by managing their staff. They are making sure that employees’ needs are met to motivate them to provide proper patient care. The hospital is engaging the staff to understand their needs and areas that need improvements (Plymouth Hospital NHS Trust, 2018). Another approach the hospital is taking is ensuring that their operations are enhanced. It makes sure that the clinicians provide care that meets the patients’ needs. It encourages staff development and offers a platform for continuous enhancement. It introduced Tea with staff initiative, whereby employees were given a chance to meet with the matron (Plymouth Hospital NHS Trust, 2018). Matrons hold meetings with the staff and allow them to informally give real-time feedback. They talk about their everyday challenges. The initiative was introduced to offer staff to have safe place to air their grievances.
Operation management is significant as it involves creating goods and services. It is linked to managing the resources to produce as well as deliver goods and services successfully. Operation management involves designing and managing products, processes as well as services. The hospital is focused on enhancing its operations. Although it is faced with service quality issues, the management is focused in ensuring the service offered meets the clients’ needs. The hospital is implementing diverse strategies of operation management.
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