Sveikatos priežiūros įstaigų vidinės komunikacijos barjerų šalinimas

LTSveikatos priežiūros įstaigos (SPĮ) yra ganėtinai uždaros, kompleksinės įstaigos. Čia komunikaciniai ryšiai tarp nutolusių skyrių, įvairių profesijų atstovų ir hierarchinių grandžių yra sudėtingi, kyla konfliktų, nesusikalbama, iškraipoma informacija. Nesprendžiamų vidinės komunikacijos barjerų pasekmės – ne tik kilusi įtampa tarp darbuotojų, darbo kokybės prastėjimas, bet nukenčia ir įstaigos reputacija, galima neatitaisoma žala paciento sveikatai. Siekiant veiksmingos komunikacijos, reikia tam tikrų įgūdžių, abipusio supratimo, pagarbos tiek iš organizacijos vadovų, tiek iš darbuotojų. Straipsnyje analizuojamos SPĮ vidinės komunikacijos barjerų atsiradimo priežastys bei jų šalinimo būdai. Remiantis tyrimo rezultatais, nustatyta, kad analizuojama SPĮ neturi vidinės komunikacijos strategijos, vidinė komunikacija nepakankamai kontroliuojama, yra fragmentiška. Personalas susiduria su organizacijos struktūros, fizinio, psichologinio ir technologinio pobūdžio vidinės komunikacijos barjerais. Siekiant juos eliminuoti, pateikiama rekomendacijų, kaip gerinti SPĮ vidinę komunikaciją. [Iš leidinio]Reikšminiai žodžiai: Barjerai; Sveikatos priežiūros įstaiga; Vidinė komunikacija; Barriers; Health care institution; Internal communication.

ENHealth Care Institutions (HCI) are rather closed and complex institutions. Here, the communication links between the remote departments, the various professions and the hierarchical chains are complex, the conflicts, miscommunication, and information distortion arises. The consequences of unresolved internal communication barriers – the tension between employees, the decrease in the quality of work, the negative impact on the reputation of the institution. Effective communication requires certain skills, mutual understanding and respect both from the heads of organization and from the staff sides. The article raises problematic questions: What are the barriers of internal communication in a health care institution? How can internal communication barriers be removed? Objective: to investigate the barriers of internal communication of the health care institution and to provide recommendations for their elimination. • To analyse internal communication barriers in theory. • To investigate the internal communication barriers of health care institutions. • To provide recommendations for the elimination of internal communication barriers in the healthcare institutions. Methods: analysis of scientific literature, analysis of internal documents of HCI, questionnaire survey, semi-structured interview. Data processed using SPSS software package. Based on the study results, it was found, that one of the main internal communication gaps in the HCI is the hierarchy of duties between employees. This issue is also sharpened by the opinion of the research participants on the lack of respect, equivalence, evaluation and shortage of attitude as a team member. This leads to conflicts, distrust of managers and lack of feedback.Other significant internal communication barriers: lack of communicative skills, lack of informal forms of communication, outdated IT, insufficient IT application in internal communication, excessive flow of information, lack of time, physical distance between sections and departments. The study found, that gender and cultural differences, constant change of employees and forms of informal communication (rumours and informal celebrations) do not fundamentally affect the dissemination of information in the institution. The investigation revealed, that the staff of the HCI felt quite free to communicate on various topics, express their opinions and ideas. In most cases, this happens in informal discussions, which are positively evaluated by respondents and are a valuable tool for information exchange. Meanwhile, the content of transmitted information and the performance of tasks are not affected by the rumours. The results of the research revealed, that employees focus more on the means of transmission of formal communication and their quality, and consider the value of informal communication only as much as it helps to meet the necessary social needs, but without the need for greater efforts. Recommendations have been made for the elimination of diagnosed communicative process deficiencies. It is recommended the audit of institution’s internal communication, and based on its findings, establish an internal communication strategy and a plan for its implementation, linked to the overall organization strategy. It is also proposed to apply an internal communication efficiency model, that includes the concept of HCI team formation. Its main objective is directed to create a positive, open, motivating, supportive internal communication. The development of IT would help reduce the information distance between different positions, save time and improve the regulation of information flows. [From the publication]

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