WEEK 11: Application of Research in

Nursing Leadership and Management Methods of Action Research

A. Client Satisfaction Survey  Observing individuals or groups

 is a set of questions used to collect  Using audio and video tape recording
feedback from patients to measure their  Using structured or semi-structured
satisfaction with the quality and care of interviews
the healthcare service provider.  Taking field notes
 is an important and commonly used  Using analytic memoing
indicator for measuring the quality in  Using or taking photography
health care.  Distributing surveys or questionnaires
 Patient satisfaction affects clinical
outcomes, patient retention, and Types of Action Research
medical malpractice claims.
1. Individual action research involves
Objectives of Patient Satisfaction working independently on a project.

1. Health care institutions are primarily 2. Collaborative action research involves

patient centered. a group of teachers or researchers
2. Patient satisfaction is the strongest working together to explore a problem
determinant of hospital functioning. that might be present beyond a single
3. Ultimate goal of the hospital is classroom
satisfaction of its customers.
4. Promote positive outcome of personnel 3. School-wide action research generally
to ensure organizational health. focuses on issues present throughout
5. Patient satisfaction depends on workers an entire school or across the district..
motivation, dedication and duty towards
patients. Steps in Action Research

Principles of Patient Satisfaction • Identification of a problem area

- question should - be a higher order
1. Quality of Care. question-
2. Managing Anxiety, Fear and Pain - be stated in common language, concise
3. Better communication and meaningful
4. Personal attention
5. Staff Accountability • Collection and organization of data
6. Sound organization culture - The collection of data is an
important step in deciding what action
Advantages of Patient Satisfaction needs to be taken. There are many vehicles
1. Improved patient retention and loyalty for collection of data:
2. Greater Profitability • Interviews
3. Increased patient referrals • Diaries
4. Improved compliance • Field notes
5. Better staff moral • Photos
6. Reduced staff turnover • Questionnaires
• Anecdotal records
7. Improved collection
• Checklists
8. Reduced risk of malpractice • Journals
9. Personal and professional fulfillment • Individual files
• Logs of meetings
Increased Patient Satisfaction = Total
• Case studies
Quality Management
• Surveys
• Records-tests, report cards,
B. Action Research attendance
- Its methods involve action, evaluation, and • Samples of students work,
reflection. Projects, performances
- It is a process to gather evidence to
implement change in practices. • Interpretation of data
- Is participative and collaborative. - Analyze and identify major themes. Some
- develops reflection practices based on the of the data are quantifiable and can be
interpretations made by participants. analyzed without the use of statistics or
technical assistance. Other data, such as 2. Description of the Product/Service
opinions, attitudes, or checklists, may be 3. Technology Considerations
summarized in table form. 4. Product/ Service Marketplace
5. Identification of the Specific Market
• Action based on data 6. Marketing Strategy
- Using the information from the data 7. Organizational Structure
collection and review of current literature, 8. Schedule
design a plan of action that will allow us 9. Financial Projections
make a change and to study that change.
Types of Feasibility Study
• Evaluate Results 1. Technical feasibility
- Assess the effects of the intervention to
determine if improvement has occurred  Technical: Hardware and software
 Existing or new technology
• Follow up action  Manpower
- As a result of the action research project,  Site analysis
identify additional questions raised by the  Transportation
data and plan for additional improvements,
revisions, and next steps. 2. Financial feasibility

 Initial investment
c. Feasibility Study  Resources to procure capital: Banks,
investors, venture capitalists
- is designed to reveal whether a  Return on investment
project/plan is feasible. It is an assessment
of the practicality of a proposed project/plan. 3. Market feasibility
- is part of the initial design stage of any
project/plan. It is conducted in order to  Type of industry
objectively uncover the strengths and  Prevailing market
weaknesses of a proposed project or an  Future market growth
existing business.  Competitors and potential customers
 Projection of sales
Steps in a Feasibility Study
Conducting a feasibility study involves the 4. Organizational feasibility
following steps:
 The organizational structure of the
1. Conduct preliminary analyses. business
2. Prepare a projected income  Legal structure of the business or
statement. the specific project
3. Conduct a market survey. Does the  Management team’s competency,
project create a good or service that professional skills, and experience
is in demand in the market?
4. Plan the organizational structure of a. Training Needs Analysis
the new project. What are the - is an assessment process that companies
staffing requirements? How many and other organizations use to determine
workers are needed? What other performance requirements and the
resources are needed? knowledge, abilities and skills that their
5. Prepare an opening day balance of employees need to achieve the
projected expenses and revenue requirements. There are three key areas
6. Review and analyze the points of that are considered accurate assessors
vulnerability that are internal to the of those needs:
project and that can be controlled or a. Skill proficiency of employees
eliminated. b. Employees' frequency of skill usage
7. Decide whether to go on with the c. Level of employees' skills crucial to
plan/project. job performance

Contents of a Feasibility Report - TNA aims to answer some familiar

A feasibility report should include the questions: why, who, how, what and when.
following sections:
Three Levels of training needs
1. Executive Summary assessment.
 a. What is the expected performance?
1. Organizational level b. Do your employees possess the
The training needs assessment at the necessary knowledge and skills?
organizational level is a macro-level c. What is the gap between the
assessment that helps you determine areas expected and actual performance?
where your employees lack the necessary d. What impedes your employees to
skills or knowledge and provide need-based perform efficiently?
training. It aims to answer the following e. What training program must be
questions: provided to your employees to meet
expected performance standards?

a. Where is training most needed? Steps in conducting a training needs

b. Is the training needed for a specific assessment
department or a group of employees? There are five steps you should take to
c. Why is the training program successfully conduct a training needs
recommended as a solution to the assessment. These steps include the
current problem? following:
1. Determine desired outcomes
2. Identify problems or specific points of
2. Operational level pain
At the operational level (also known as task 3. Determine desired knowledge, skills and
or job level), TNA determines what kind of behaviors
training do your employees need to achieve 4. Set training timelines and priorities
a specified level of proficiency. It involves 5. Choose training needs assessments
task analysis, which determines the and formats
knowledge and skills required for specific
tasks and correlates these requirements to Evaluation Studies
the actual knowledge and skills of your - is defined as a form of disciplined and
employees. The gaps or problems revealed systematic inquiry that is carried out to
in this analysis can be used to determine arrive at an assessment or appraisal of an
the kind of training your employees need. object, program, practice, activity, or system
with the purpose of providing information
TNA at the operational level aims to answer that will be of use in decision making.
the following questions:
a. How is the job performed?
b. What are the performance standards
for the job?
c. What are the knowledge, skills and
abilities needed to complete the job
successfully?

Some of the data sources that you can use

to conduct TNA at the operational level
include the following:
 Job specifications
 Job description
 Work performance standards
 Information from small and midsized
enterprises (SMEs)
 Analysis of operational problems

3. Individual level
At the individual or personal level, the TNA
determines how each employee performs
his or her role. The difference between the
actual performance and the expected
performance helps you determine if there is
really a need for TNA at the individual level.

TNA at this level aims to answer the

following questions: