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Cultural and Communication Issues at Pines Park

Task2: (report plan) and Task3(report)

The staff of 'Pine Parks' care home work together to provide care and treatment for their elderly residents. however, communication is breaking down between the team, and communication is breaking down between staff and service users.

The Board of directors have asked you to examine the cultural and communication issues that may that may have caused the breakdown in communication, and then make recommendations to the board on how to prevent future conflicts.


Task3: write a 1000 report explaining the cultural and communication issues that may have caused the breakdown in communication at Pine Parks, and then making recommendations to the Board of Directors on how to prevent future conflicts.


Answer

Task 2 report plan

Executive summary section
  • Topic
Importance of culture and communication in organization
  • Argument
Collapse of organization is because of the   miscommunication and cultural misunderstanding rather than the organizational   policy and professional skills of the employees.
  • Key factors 
Importance of culture and   communication in order to sustain the quality of patient care.
Importance of respecting different values and cultures of the   employees and the patients.
Importance of identifying individual care needs.
Importance of communication in effective   workplace management.


Introduction
Topic: Importance of culture and communication in   organization
MB paragraph 1
Topic sentence 
In   order to run an organization successfully more than the organizational policy   and the professional skills of the employees, organizational culture and   communication are important.
Argument 
Lack of communication can potently cause the   breakdown of the organization.


Analysis
Introductory paragraph
Key: overview of the   scenario
The   reason of such communicational error can be cultural conflict as the service   providers and the patients often belong from different cultural backgrounds   and countries.
MB paragraph 1
Topic sentence 1
David   who is a son of one of the patients in the organization, the organization   needs to hire more qualified staff.
Evidence: 
Quote from the scenario
David   stated: “ I pay a lot of money to Pine Parks, and I think they should hire   more qualified staff from England rather than hiring cheap foreign staff.”
MB paragraph 2
Topic sentence 2
As it is evident from the Operations manager at Pine   Parks he is more concerned with the CQC and the business plan of the   organization rather than the problems and issues faced by the individual   patients of the organization.
Evidence   
Cristoph,   the operational manger stated: “ I don’t know why this is important. We have   a CQC inspection coming up at the beginning of new year.”
MB paragraph 3
Topic sentence 3
As   evident from the case study there are several reasons that have the strength   to create a communicational error among the service providers and the   patients. 
Evidence
The   Board suspects that the issues have more to do with culture and communication   than with the professional skills and policy at the care home.
MB paragraph 4
Topic sentence 4
As   assessed from the attitude of Dilan it is evident that her cultural   background and consciousness regarding her skin colour have significant   impact over her behaviour to the patients.
Evidence
“It’s like they don’t want to have a conservation   with me because my skin is the same colour as terrorists.”


Recommendations   
Introduction paragraph
As the board of directors have suspected that the   organizational collapse is mainly standing upon the culture and   communication, it is important to improve the workplace culture that Pine   Parks follows. 
MB paragraph 1
  • It is important to establish sound communication   among the employees and the authorities in order to avoid such issues.


Conclusions   
Topic sentence 1
organizational   culture and communication are as important as organizational policy and   professional skills
concluding sentence
The board of Directors need to improve their human   resource management department and arrange for proper training and   presentations in order to make the employees understand the importance of   respecting cultural and individual values that are associated with care   giving.

Task 3  

Introduction

Every organization is founded over several values that are both organizational values and the workplace values that are concerned majorly with the workers of the organization. In order to run a organization successfully more than the organizational policy and the professional skills of the employees, organizational culture and communication are important. Lack of communication can potently cause the breakdown of the organization. The current report attempts to shed light on the organizational issues of Pine Parks. Considering the emerging issues the study evaluates the reasons of cultural conflict which are prior to the cultural and communication issue. Based on the evaluation possible recommendations are provided in order to resolve the identified conflicts.

Analysis

Overview of the scenario

As per the provided scenario it is evident that the communicational problem in the Pine Parks organization is evident. The reason of such communicational error can be cultural conflict as the service providers and the patients often belong from different cultural backgrounds and countries. The communication in the organization is breaking down the distress is evident from the comments of the staff and the care givers. The emerging issue in this organization is associated with care giving and the behaviour of the organizational personnel and the care givers toward the patients. 

As complaint by David who is a son of one of the patients in the organization, the organization needs to hire more qualified staff. The moot reason of this complaint emerged from the behaviour of the care givers to his mother as she was denied of an apple at 3.00 a.m at night by her chief care provider. It is evident that Adriana’s rigidity barred her from understanding the reason of the denial as mentioned by one of the staffs that as a patient who is suffering from kidney failure, she can not eat highly acidic fruit as it can have adverse effect over her health. It is also true that the behaviour of the organizational personnel and the care givers are not sensitive enough to deal the elderly people effectively.

As it is evident from the Operations manager at Pine Parks he is more concerned with the CQC and the business plan of the organization rather than the problems and issues faced by the individual patients of the organization.


Su who is Adriana’s lead care worker is accused of the fact that she maintains a close link to the patient n order to understand their care needs which is essential in the area of the elderly care. Brenda the night duty worker who has denied Brenda of an Apple, states that she is more professional and does not do anything without proper direction and instruction. Dilan who is a duty nurse at the organization clearly stated in rather harsh words that the reason why Adriana was denied of the acidic fruit is her kidney infection. But as evident from her statement she has faced organizational issues regarding her skin colour and she is very much concerned of that.


Reasons of conflicts

As evident from the case study there are several reasons that have the strength to create an communicational error among the service providers and the patients and they are:

  • Lack of compassion of the organizational personnel such as the operational manager of Pine Parks as he is least concerned with the care services and the emerging issues of the organization.
  • Pine Parks is an organization that works with staffs from several cultural backgrounds and some of them are conscious about their ethnicity and cultural background.
  • All of the caregivers are not compassionate enough to understand the cultural values of the patients belonging from different cultural backgrounds (Arnold & Boggs, 2015). As per the scenario Adriana an elderly patient felt that her values have not been respected by the care givers and as per her son’s complaint too she has not been treated properly.
  • The care givers and the operational manager are facing communication gap among themselves. The caregivers such as Sue do not listen to the opinion of the operational manger who has forbidden her to have close relation with the patients and vice versa the values of Sue are also not given importance (Schubart et al, 2015). It is important for a care giver to understand the personal or individual needs of the elderly patients and it is important to respect their values as well because these people need individual attention and care which is as important as proper treatment.

Cultural and communication issues

As it is evident from the provided scenario, it is important for the subordinates working in the care service to feel important part of the organization and this can only be done with respect to their culture, ethnicity and values. As assessed from the attitude of Dilan it is evident that her cultural background and consciousness regarding her skin colour have significant impact over her behaviour to the patients. She feels unwelcomed because of her brown skin colour which indicates towards racial discrimination (Betancourt, Green, Carrillo & Owusu Ananeh-Firempong, 2016). It is creating cultural barriers among the individual which is leading to the miscommunication which is the moot essence of organizational collapse.

Adriana the elderly patient who belongs from a different country of  a different time zone is not treated with compassion and needed care. It was important for the care givers to understand her needs accordingly and also welcome her cultural values and convince her reasonably in accordance to her medical condition.

The operational manager and the staffs do not have parity in the communication process. Proper communication among the employees and the authority is the primary requirement in order to sustain a care service organization with so much cultural variation (Adames et al, 2014).

Recommendations

As the board of directors have suspected that the organizational collapse is mainly standing upon the culture and communication, it is important to improve the workplace culture that Pine Parks follows. 

  • It is important to establish sound communication among the employees and the authorities in order to avoid such issues.
  • The operational manager needs to be involved in the patient care to some extent so that he can understand the importance of understanding cultural values and individual needs prior to the treatment of the elderly people.
  • People coming from different cultural backgrounds and ethnicity needs to be respected and the organization needs to the work culture accordingly. It needs to implement a workplace culture that respects every employee and their values so that they can understand the importance of understanding the cultural values of the patients (McKnight-Eily et al, 2014).

Conclusions

In the light of the above study it is evident that organizational culture and communication are as important as organizational policy and professional skills. The professional skills of the employees are sound enough but the patients are not satisfied with them because of lack of compassion and behaviour. Therefore, the board of Directors need to improve their human resource management department and arrange for proper training and presentations in order to make the employees understand the importance of respecting cultural and individual values that are associated with care giving.


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