BSBINM301 Organise workplace information

Allied Health Case Study (2020/12/22)

BSBINM301 Organise workplace information

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CASE STUDY
Student Instructions
Please read through the following case study. Reflect on your learning and your own research within
this unit.
Prepare a response to each of the questions presented below. Your responses must reflect your
knowledge, skills, and application for this unit. Please ensure you access the relevant codes of
practice, legislation and workplace policies and procedures in relation to your field of Allied Health.

Writing strategies and actions for future improvements

A case study is designed for you to demonstrate your skills in reading, accurately interpreting
legislation, workplace policies and procedures and providing workable responses and strategies.
Check that your responses provide:
 Identification and clarification of the key issues. Discuss and provide some suggestions as to
what has caused these
 Key facts and information that is relevant and demonstrates your ability to provide solutions
 Templates and resources that could assist in the future when managing their teams
 Recommendations, both short term and long term, to improve the current situation
 Include references to relevant legislation, which must be defined
 Ensure the appropriate use of headings and formats to reflect a professional presentation to
demonstrate your ability to organize workplace information

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Scenario 1 - Service review

Total Allied Health is a busy multi-disciplinary allied health clinic located within the South East
Queensland. It has ten staff members. The organisation is reviewing the way it does business and
your supervisor has asked you to gather feedback from customers regarding their level of
satisfaction with the service provided by the organisation.
Here is the current employee breakdown of Total Allied Health.
 One Owner/Clinical Director, who is also a Chiropractor.
 Two physiotherapists who have been with the company for two years.
 One occupational therapist who has been with the company for five years.
 One podiatrist who has been with the company for six years.
 One speech pathologist who has been with the company for three and a half years.
 One medical receptionist/administrator: who has been with the company for eight years.
 One Finance manager who has been with the company for three years.
 Two Allied Health assistants: one who has been employed for 8 months and the other who
has been employed for five years.
Important information that you need to know about Total Allied Health:
Mission: To be patient focused innovators by combining uncompromising integrity and
experience.
Integrity: Uncompromising.
Compassion: Understanding and empathy for every individual.
Communication: Be Informed about Services, Treatment, Options and Costs in a Clear and Open
Manner.
Experience: Experienced professionals working in partnership with clients to deliver the highest
quality and effective healthcare solutions.
Prepare a response that responds to each of the questions presented below. Your responses must
reflect your knowledge, skills, and application for this unit. Please ensure you access the relevant
codes of practice, legislation and workplace policies and procedures in relation to your field of
Allied Health.
Your responses should demonstrate a clear understanding of the learning materials that are
presented in this unit. You should provide original examples to support your explanation. A
minimum of 1,000 words is required.

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Questions
A. Plan and document the steps involved to action this task in the most efficient and effective
manner.
1. Define Objectives and Scope:
 Clearly outline the purpose of gathering feedback and the scope of the
review.
 Identify the specific aspects of the service to be evaluated.
2. Identify Stakeholders:
 Recognize key stakeholders, including customers, staff, and management.
 Consider the perspectives and expectations of each group.
3. Develop Survey Instruments:
 Create surveys or questionnaires tailored to capture relevant feedback.
 Ensure questions align with organizational values and mission.
4. Select Data Collection Methods:
 Choose appropriate methods such as online surveys, face-to-face
interviews, or phone interviews.
 Consider the most convenient and effective way to reach the target
audience.
5. Implement Data Collection:
 Distribute surveys to customers and conduct interviews with staff.
 Ensure confidentiality and anonymity to encourage honest feedback.
6. Collate and Analyze Data:
 Gather and organize responses.
 Use statistical analysis to identify trends and patterns.
7. Interpret Results:
 Extract meaningful insights from the data.
 Identify areas of strength and improvement.
8. Prepare a Report:
 Summarize findings and provide actionable recommendations.
 Present the report in a clear and concise manner.
9. Communicate Results:
 Share findings with stakeholders, including staff and management.
 Encourage a collaborative discussion on improvement strategies.

B. How can you access product and/or service information to meet the organisational
requirements of the task?

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Accessing product and service information can be achieved through various

means:

1. Internal Documentation:
 Review existing documentation, such as patient records, treatment plans,
and invoices.
 Examine internal reports on service delivery and performance.
2. Employee Interviews:
 Conduct one-on-one interviews with staff members to gather insights.
 Encourage open communication about their experiences and challenges.
3. Customer Surveys:
 Develop and distribute surveys to customers to gauge their satisfaction.
 Include questions about their overall experience, communication, and
perceived value.
4. Review Online Platforms:
 Check online reviews and feedback on platforms like Google reviews or
social media.
 Monitor comments and ratings to identify common themes.
5. Utilize Feedback Forms:
 Implement feedback forms in the clinic for real-time input from
customers.
 Ensure these forms are easily accessible and user-friendly.
6. Benchmarking with Industry Standards:
 Compare the clinic's performance against industry benchmarks.
 Identify areas where improvements can align with best practices.

C. Describe six (6) interpersonal skills required to gather this information and examples of each
interpersonal skill.
1. Active Listening:
 Skill: Demonstrating genuine interest and focus during interviews.
 Example: Engaging in conversations with staff and customers, actively
listening to their concerns and feedback.
2. Empathy:
 Skill: Understanding and sharing the feelings of others.
 Example: Showing empathy towards staff members who may express
challenges in providing services or feeling overwhelmed.

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3. Effective Communication:
 Skill: Conveying information clearly and comprehensibly.
 Example: Presenting survey questions in a way that is easy for customers
to understand and respond to.
4. Conflict Resolution:
 Skill: Addressing and resolving conflicts in a constructive manner.
 Example: Mediating disagreements among staff members to create a
harmonious work environment.
5. Building Rapport:
 Skill: Establishing positive relationships with stakeholders.
 Example: Developing rapport with customers to encourage open and
honest feedback.
6. Cultural Competence:
 Skill: Being aware and respectful of diverse cultural backgrounds.
 Example: Considering cultural nuances when interacting with a diverse
range of customers to ensure inclusivity.

D. What difficulties could you expect when sourcing this information? List a minimum of three.
1. Resistance from Staff:
 Difficulty: Some staff members may be hesitant to provide honest
feedback due to fear of repercussions or job insecurity.
 Mitigation: Emphasize the anonymous nature of the feedback process to
encourage openness.
2. Incomplete or Biased Responses:
 Difficulty: Customers may only provide feedback on extreme positive or
negative experiences, leading to biased results.
 Mitigation: Design survey questions that cover a range of aspects,
encouraging a more balanced response.
3. Limited Customer Participation:
 Difficulty: Difficulty in engaging customers to participate in surveys or
provide feedback.
 Mitigation: Implement incentives or rewards for customers who
participate to increase response rates.

E. What criteria do you use to determine whether the information obtained is current,

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accurate and reliable?

1. Timestamps and Dates:
 Check for timestamps on feedback forms or survey responses to ensure
the information is current.
 Verify the date of the information to assess its relevance.
2. Cross-Verification:
 Compare feedback from different sources to identify consistency.
 Cross-verify information with internal records to ensure accuracy.
3. Sample Size and Diversity:
 Ensure a representative sample size for customer feedback.
 Validate information by considering feedback from a diverse range of
customers and staff.
4. Consistency with Mission and Values:
 Evaluate feedback against the organization's mission and values.
 Assess if the information aligns with the established principles and goals.

F. What software applications are best suited to maintain this information? Describe your
reason for choosing this system.
1. Customer Relationship Management (CRM) Software:
 Reason: CRMs like Salesforce or HubSpot can track customer interactions,
feedback, and preferences. They facilitate organized storage and easy
retrieval of customer-related information.
2. Survey and Feedback Tools:
 Reason: Platforms like SurveyMonkey or Google Forms allow for the
creation of customizable surveys and feedback forms. They provide
analytical tools to interpret responses.
3. Data Analysis Tools:
 Reason: Utilizing tools like Microsoft Excel or Google Sheets for data
analysis helps identify trends and patterns, enabling informed decision-
making based on gathered information.
4. Communication Platforms:
 Reason: Platforms like Slack or Microsoft Teams facilitate real-time
communication among staff. They allow for efficient collaboration in
discussing and implementing improvements based on feedback.

G. Describe any problems encountered during the collecting and organising of the information
and how you worked with others to resolve them.
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1. Data Inconsistency:
 Problem: Inconsistent responses in feedback forms.
 Resolution: Conducted a meeting with staff to clarify the purpose of the
survey and ensure a shared understanding of the questions.
2. Technical Issues:
 Problem: Issues with the online survey platform.
 Resolution: Collaborated with the IT department to troubleshoot and
resolve technical issues, ensuring a smooth data collection process.
3. Staff Resistance:
 Problem: Some staff members were hesitant to participate.
 Resolution: Conducted a staff meeting to address concerns, emphasized
the anonymity of feedback, and assured that the goal was improvement
rather than criticism.

H. List the various pieces of information that you will present to your manager, the format you
organise this information, and how you will communicate it to your manager.
1. Executive Summary:
 Format: Brief overview highlighting key findings and recommendations.
 Communication: Presented verbally in a concise and engaging manner
during a management meeting.
2. Detailed Analysis:
 Format: Comprehensive report with detailed data analysis.
 Communication: Shared electronically via email for in-depth review by
management.
3. Actionable Recommendations:
 Format: Clearly outlined steps for improvement.
 Communication: Discussed during a collaborative workshop with
management to gather input and consensus.

I. Explain what systems you have put in place to manage and distribute all the information.
1. Centralized Database:
 System: CRM software to store and manage customer feedback, staff

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insights, and survey results in a centralized database.

2. Cloud Storage:
 System: Utilizing cloud storage for secure and accessible data storage,
ensuring all relevant stakeholders can access the information.
3. Communication Channels:
 System: Using communication platforms to disseminate information to
staff and management promptly.
4. Version Control:
 System: Implementing version control mechanisms to track updates and
revisions in the information.

J. How would you ensure you have collected the best information for the requirements of
business?
1. Diverse Data Sources:
 Collect information from various sources, including customer surveys,
staff interviews, and online reviews, to ensure a comprehensive
understanding.
2. Structured Surveys:
 Design surveys with a mix of quantitative and qualitative questions,
ensuring a balance between measurable data and detailed insights.
3. Random Sampling:
 Implement random sampling techniques to ensure a representative and
unbiased selection of customers for feedback.
4. Regular Feedback Sessions:
 Conduct regular feedback sessions with staff to address emerging issues
and gather real-time insights.

K. How would you go about identifying and documenting future information needs?

1. Regular Review Meetings:

 Schedule regular meetings with staff and management to discuss
ongoing information needs and potential areas for improvement.
2. Industry Research:
 Stay informed about industry trends and best practices to
anticipate future information needs.

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3. Customer Feedback Loops:

 Establish continuous feedback loops with customers to adapt to
changing preferences and expectations.
4. Training and Development Programs:
 Monitor staff training and development requirements to ensure
the acquisition of new skills and knowledge aligning with
evolving information needs.

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Scenario 2 – Product Review

You have recently commenced work at Total Allied Health and have been assigned the task to
review and reorganise information found within the electronic filing systems. The system is
connected so that all staff can access, amend, and store information. The system has not been
managed by anyone and as a result it is disorganised. It is packed full of outdated information and
files are stored in the wrong location. Patient details are stored across two different databases
and no one ever checks which database the patient should appear in and as a result there are
multiple duplications of patient files.
The system also keeps track of stock (such as PPE) and it is very complex. The staff do not like to
use the system so they either email their requests through to the receptionist or leave a post it
note on her desk. Sometimes the stock of PPE becomes very low as no one is updating the
inventory.
Updating the system to reorganise the information and ensure it is relevant, accurate and up to
date is a big job. Also, the system must be simplified to encourage staff to use the system.
4. Detail what must be done prior to reorganising the electronic filing system to ensure it meets
the workplace requirements?
5. Describe methods that could be used to obtain information from internal stakeholders?
What legislative and organisational knowledge will need to be applied?
6. How can you ensure you detect user preferences or needs? a. What interpersonal skills will
be required?
7. What criteria can you use to ensure the information collected is reliable, correct, and
current?
8. Describe the method to set up the information so it is suitable for analysing, interpreting,
and disseminating. Would you use tables, charts, graphics?
9. What software would you use to update, maintain, and store information gathered during
this review process?
10. Describe how the information will be collated and who will need to receive it.
11. What problems could be encountered during the collection and organising of information.
How could these be resolved?
12. Explain the methods you would use to measure relevance and application of the information
currently being provided?
13. How would a decision be made on reorganising the electronic filing systems? How does your
information contribute to the decision-making process?
14. Identify future information needs to incorporate into your collection process.
15. Describe how to incorporate these findings into any scope of modifications to your reporting
processes.

You can do this task in a format of your choice. You might choose to present your response as a

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report or essay. You might choose to create a PowerPoint presentation, a speech, or a booklet.
Your responses should demonstrate a clear understanding of the learning materials that are
presented in this unit. You should provide original examples to support your explanation. A
minimum of 1,000 words is required.

Questions
A. Detail what must be done prior to reorganising the electronic filing system to ensure it
meets the workplace requirements?

Before reorganizing the electronic filing system, several crucial steps need to be
taken:

1. Assessment of Current System:

 Conduct a comprehensive audit of the existing electronic filing system to
identify the extent of disorganization, outdated information, and
duplications.
2. Define Workplace Requirements:
 Collaborate with key stakeholders, including management and end-users,
to clearly define the requirements and expectations for the electronic
filing system.
3. Legal and Ethical Compliance:
 Ensure compliance with relevant legislation, such as privacy laws, to
protect patient confidentiality and organizational integrity.
 Implement policies and procedures that adhere to organizational and
industry standards.
4. Risk Assessment:
 Evaluate potential risks associated with the reorganization, such as data
loss or system downtime.
 Develop a risk mitigation plan to address identified risks.
5. Staff Training:
 Provide training sessions for staff on the importance of maintaining an
organized electronic filing system.
 Familiarize staff with the benefits of using the system effectively.

B. Describe methods that could be used to obtain information from internal stakeholders?
What legislative and organisational knowledge will need to be applied or complied with?
1. Surveys and Questionnaires:

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 Conduct surveys to gather feedback from staff regarding their

experiences and challenges with the current system.
 Apply knowledge of privacy laws and organizational policies to ensure
compliance with data protection requirements.
2. Interviews:
 Conduct one-on-one interviews with key stakeholders, including clinical
staff and administrators, to gather more in-depth insights.
 Ensure compliance with ethical guidelines and respect for confidentiality.
3. Review of Existing Policies:
 Examine existing organizational policies related to data management and
filing systems.
 Align information collection methods with established procedures to
maintain consistency.
4. Legislation Review:
 Stay informed about relevant legislation, such as health information
privacy laws.
 Ensure that information collection methods comply with legal
requirements.

C. How can you ensure you detect user preferences or needs?

1. Active Listening:
 Skill: Paying full attention to verbal and non-verbal cues from
stakeholders.
 Example: Actively listening to staff members' frustrations and preferences
during interviews.
2. Empathy:
 Skill: Understanding and acknowledging the emotions and concerns of
stakeholders.
 Example: Acknowledging the challenges staff face with the current system
and expressing empathy.
3. Effective Communication:
 Skill: Clearly conveying information and actively seeking clarification when
needed.
 Example: Clearly explaining the benefits of a well-organized system and
addressing any concerns raised by staff.
4. Building Rapport:
 Skill: Establishing positive relationships to create a comfortable
environment for open communication.
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 Example: Building rapport with staff through regular check-ins and

informal conversations.

1. What interpersonal skills will be required?

1. Active Listening:
 Skill: Paying full attention to verbal and non-verbal cues from
stakeholders.
 Example: Actively listening to staff members' frustrations and preferences
during interviews.
2. Empathy:
 Skill: Understanding and acknowledging the emotions and concerns of
stakeholders.
 Example: Acknowledging the challenges staff face with the current system
and expressing empathy.
3. Effective Communication:
 Skill: Clearly conveying information and actively seeking clarification when
needed.
 Example: Clearly explaining the benefits of a well-organized system and
addressing any concerns raised by staff.
4. Building Rapport:
 Skill: Establishing positive relationships to create a comfortable
environment for open communication.
 Example: Building rapport with staff through regular check-ins and
informal conversations.

D. What criteria can you use to ensure the information collected is reliable, correct, and
current?
1. Cross-Verification:
 Verify information through multiple sources to identify and rectify
inconsistencies.
 Ensure that information aligns with other existing records.
2. Timestamps and Dates:
 Ensure that collected data is timestamped, providing insight into the
currency of the information.
 Regularly update and cross-check timestamps to maintain accuracy.
3. Validation with Stakeholders:

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 Validate collected information with stakeholders to confirm its accuracy

and relevance.
 Incorporate feedback from stakeholders to correct any inaccuracies.

E. Describe the method to set up the information so it is suitable for analysing, interpreting,
and disseminating. Would you use tables, charts, graphics?
2. Data Categorization:
 Organize information into clear categories, such as patient details, stock
levels, and staff feedback.
 Utilize tables for structured presentation and ease of analysis.
3. Visual Representation:
 Incorporate charts and graphs to visually represent trends, patterns, and
comparisons.
 Use graphics to enhance understanding, especially for complex stock
tracking data.
4. Narrative Summary:
 Include a narrative summary that provides context and interpretation of
the data.
 Use written explanations to complement visual representations

F. What software would you use to update, maintain, and store information gathered during
this review process?
1. Electronic Health Record (EHR) Software:
 Utilize EHR software to update and maintain patient information securely.
 Ensure that the chosen software complies with healthcare data protection
standards.
2. Inventory Management Software:
 Implement an inventory management system to track stock levels
efficiently.
 Choose software that is user-friendly and can be easily integrated with the
existing system.
3. Collaboration Tools:
 Use collaboration tools like Microsoft Teams or Slack for real-time
communication and updates.
 Foster collaboration among staff to encourage system usage and
information sharing.

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G. Describe how the information will be collated and who will need to receive it.
1. Collation Process:
 Assign a dedicated team or individual responsible for collating
information from various sources.
 Regularly update a central repository with the collected data.
2. Stakeholders:
 Ensure that key stakeholders, including clinical staff, administrators, and IT
personnel, receive relevant information.
 Distribute information through secure channels to maintain
confidentiality.

H. What problems could be encountered during the collection and organising of information
and how could these be resolved?
1. Resistance from Staff:
 Problem: Staff reluctance to participate in the information collection
process.
 Resolution: Address concerns through clear communication, emphasizing
the benefits of the system's improvements.
2. Technical Issues:
 Problem: Technical glitches or compatibility issues with the chosen
software.
 Resolution: Engage IT support to troubleshoot and resolve technical
issues promptly.
3. Incomplete Data:
 Problem: Missing or incomplete information during the collection
process.
 Resolution: Implement thorough training sessions to ensure staff
understand the importance of providing comprehensive data.

I. Explain the methods you would use to measure relevance and application of the information
currently being provided?
1. Feedback Sessions:
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Organize feedback sessions with staff to gauge their perception of the

relevance and practical application of the information.
 Collect qualitative feedback on the usability of the reorganized system.
2. Key Performance Indicators (KPIs):
 Establish KPIs related to system usage, data accuracy, and staff
satisfaction.
 Regularly monitor and assess KPIs to measure the success of the changes.

J. How would a decision be made on reorganising the electronic filing systems? How does your
information contribute to the decision-making process?
1. Collaborative Decision-Making:
 Involve key stakeholders, including management and end-users, in
decision-making processes.
 Share collected information to provide insights into the current
challenges and the potential benefits of reorganization.
2. Data-Driven Decision-Making:
 Use the collected data to highlight inefficiencies and areas of
improvement.
 Present information in a way that supports the rationale for reorganizing
the electronic filing system.

K. Identify future information needs to incorporate into your collection process.

1. User Training and Support:
 Future information needs may include ongoing training requirements and
support mechanisms for staff using the system.
2. Technology Upgrades:
 Anticipate future needs related to technological advancements and
potential upgrades to the electronic filing system.

L. Discuss how you will incorporate changes in information gathering requirements that may
happen in the future.
1. Regular Review and Updates:
 Establish a system for regular reviews of information gathering processes

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to adapt to changing requirements.

 Implement updates and modifications as needed to address evolving
organizational needs.
2. Continuous Training:
 Provide ongoing training for staff to keep them informed about changes
in information gathering processes.
 Foster a culture of continuous improvement to encourage staff
engagement in the evolving system.

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Quality outcomes
Ensure the following for your submission:
5. It is grammatically correct.
6. It is error-free.
7. It is written in simple English.
8. It comprises of an average of 15 words for each sentence.
9. There are separate paragraphs for each new content/topic or discussions. Include references
to relevant legislation, which must be defined.
Attach any models, tools, or resources that could be used in an organisation to improve the case
study situations presented.
Tip: Read all text aloud to identify any gaps and correct them. Ask another person to proof read your
work in order to check for accuracy before you submit.
A minimum of 1,000 words is required for each response to the scenario (attachments are not to
be included in word count).

Submission Instructions
Please proofread your work and save a copy of your assessment to keep in your own records.
Save the document to include your name in the file for example:
BSBINM301 Case Study Your Name.
Submit your completed assessment for marking by your assessor.

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Comments:

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