Abstract of Dissertation

Keyword : Internal Communication; Clinical Providers; Non-Clinical Providers; Communication Gap

Objective : The following objectives were kept in mind while conducting the study: • To assess the internal communication flow between the Supervisor and Subordinates in Thumbay Hospital, Hyderabad • To identify the ways in which employees usually receive most of their information. • To suggest measures to fill internal communication gap if there is any. The following methodology was used for performing the study. Research Questions: The following research questions formed the basis of the study: • How does the internal communication flow between supervisor, subordinates, and co-workers in Thumbay Hospital New Life, Hyderabad? • Is there a difficulty for lower level staff to get information from their supervisors? Research Design: A cross-sectional study design was used for this study. Duration: 3 months Data Collection: The study includes primary data. Primary Data: In this study, two sets of questionnaires were used. The study included a collection of primary data through two sets of questionnaires. SET I: Middle-level Employees SET II: Ground Level Employees Data Collection tool used: A semi-structured questionnaire containing both open and closed-ended questions was used. Sampling Technique: A cross-sectional study design.

Background : In order to deliver messages to the patient in an effective and efficient way, the organization must build strong internal communication. When there is an internal communication problem within an organization there is usually a breakdown in the way information is been sent from the sender to the receiver. This is precedent in the organization that has a top-down hierarchy. In this type of hierarchy, it can be difficult for bottom level employees to obtain information regarding changes within the organization which will eventually affect external communication leading to patient dissatisfaction.

Findings : About 59% of doctors, 60% nurses 50% technicians and 68% non-clinical providers receive information through WhatsApp group. It was also seen that the company emails and group meetings were least used sources of communication in the hospital. Only 6% of doctors, 3% nurses and 16% non-clinical staff use company emails. 6% doctors, 21% nursing staff and 42% non- clinical staff believes that within organization everyone was fully informed,47% doctors, 32% nurses and 32% non-clinical staff believes that everyone is fairly well informed. 35% of doctors, 26% nurses and 43% technicians also believe that everyone is given only a limited amount of information. At the same time 12% of doctors, 21% nurses, 57% of technicians also believe that no one is informed. The graph clearly shows that the majority of technicians believe that they are not informed about what is going on in the organization.

Recommendations : With the growing technology and today’s social media and application world in the hospital where this study was carried out it was found that the most used modes of communication were WhatsApp group. Based on the answers given in the survey, more people were neutral and/or thought that communication was satisfactory within the hospital. Majority of the participants also felt that their supervisors’ and subordinates’ communication skills were either excellent or good. Although they agreed that the supervisors communicated effectively, more respondents admitted to not being fully informed/ updated about changes in the organization. The participants were consistent in saying that they wanted more information about policy changes, new recruitments, doctor’s OPD, and OT timings, and they wanted adequate training on hospitality, patient handling. Some of the employee vent about lack of communication when they feel as though their voice is not been heard. Also, they need more manpower and yearly performance measuring tools. The certain employee is reporting to more than one subordinates, and some have also asked for information on their job responsibilities.