Introduction
Many service providers that cater to specific clients struggle to understand their clients’ concerns and values. The healthcare system is one of the fields that is profoundly dependent on its patients. Feedback and communication with clients are vital components for addressing patients’ needs and providing high-quality healthcare services. This case analysis will focus on the consideration of problems, possible and recommended solutions, and outcomes of the Niagara Health System. To address patients’ dissatisfaction, it is essential to collaborate with internal and external stakeholders and to obtain clients’ feedback to inform specific improvements.
Identified Problems
In the face of modern challenges such as the COVID-19 pandemic, many healthcare systems lack understanding of how to communicate with patients. The Niagara Health System is not excluded from this rule. For example, surveys conducted among citizens of the Niagara region showed considerable dissatisfaction with the services provided. Much research on the problem showed that the lack of understanding regarding the patient’s needs and priorities is caused by the absence of direct collaboration and communication with them (Berry & Bendapudi, 2003). Therefore, the identified problem lies in the mutual understanding and close communication with customers.
The Patients’ Feedback
When assessing the drawbacks of healthcare systems, it is understandable that a central issue is the lack of mutual trust between doctors and patients. In particular, healthcare providers were unable to obtain direct feedback from clients (Rubin, 2013). It means that such adverse system issues, such as low availability of private rooms, poor cleanliness, and poor appointment quality, were ignored. Therefore, in analyzing the case of Niagara Health System, it is crucial to pay close attention to how the system delivers its priorities to clients and to the feedback it receives from them.
Possible Solutions
Among the possible solutions for communication between healthcare providers and patients, the Telehealth approach is essential. According to Casey et al. (2018), “the service offers patients lay telecare guides, who call participants one or more times per week.” It means that doctors will be able to sustain constant communication with patients, including those in rural areas. Consequently, the quality of healthcare services will improve due to greater equality in the care provided. Moreover, this method will allow hospitals to serve more patients, given the considerable number of citizens in the region. However, these approaches require additional funding to create Telehealth systems and provide patients with appropriate equipment.
Recommended Solutions
Communication with Clients and External Stakeholders
As the first recommended solution for the Niagara Health System, it is vital to intensify direct communication with patients and potential clients. It is essential to understand that this process’s outcomes will enable healthcare specialists to gain valuable, unique knowledge about patients’ problems and concerns. Consequently, creating specific strategies to address them will be easier. In this case, it will be efficient to collaborate with external stakeholders who can act as a bridge between the hospitals and the patients. As members of local communities, external stakeholders can communicate with people regularly and understand their everyday values and concerns (Casey et al., 2018). Moreover, this approach will allow the health system to have relevant customer feedback.
Communication with Authorities and Internal Stakeholders
First, this method will increase the health system’s positive reputation. When communicating with government representatives, it will be possible to build new relationships and secure contracts. For this purpose, it is better to act with the help of internal stakeholders. For example, their support from board members, staff, volunteers, and donors will be essential to present the authorities with the necessity of specific improvements (Casey et al., 2018). Second, this collaboration will create the possibility for additional financial support.
Expected Outcomes
The first expected outcome is an increase in the trustworthiness of the healthcare system. Notably, it depends both on the authorities and the patients. As Rubin (2013) states, “Corporate communication includes, or has close ties to, investor relations, employee communication, government relations, and corporate advertising…” (p. 2). Secondly, reducing factors such as burnout and worker enthusiasm should be emphasized to retain professionals in their positions (Rubin, 2013). This outcome will be possible through honest, sincere communication with clients and patients. For example, Berry and Bendapudi (2003) focus on Mayo Clinic and its attitude towards its clients. Particularly, according to Berry and Bendapudi (2003), “they perceive an integrated, coordinated response to their medical conditions” (p. 4). This case can serve as an illustration of the expected outcomes for the Niagara Health System resulting from improvements.
Conclusion
While summarizing the paper, it is essential to underscore the importance of close communication with stakeholders to enhance Niagara Health System’s healthcare potential, reputation, and services. In particular, the involvement of internal and external stakeholders will be significant in managing the situation and gathering client feedback. Moreover, authorities and governmental structures will help provide additional funding and support.
References
Berry, L., & Bendapudi, N. (2003). Clueing in customers. Harvard Business School Publishing Corporation.
Casey, M., Campbell, D., & Stockman, K. (2018). Building more trust between doctors and patients. HBR.org.
Rubin, J. (2013). Contemporary corporate communications: Stakeholder engagement and the business model. Darden Business Publishing.