Case study of the communication channels of PGH Health Service personnel

Abstract

The case study explored the communication channels used by the personnel of the University of the Philippines Manila Health Service in disseminating various health related information. The study employed unstructured interviews with members of the organization, specifically the department chair and the head nurse. Participant observation, Document review and critical incident analysis were also conducted to obtain additional information about the organization's functions, its structure, and its members. By using the Process Model of Communication Consultation, the study revealed that various oral and written communication tools are readily available to the UPHS employees when dealing with different stakeholders of the organization. The researcher was able to create and analyze the advantages, disadvantages and prerequisites of the various channels depending on the goal of the communication. The researcher was able to observe a semi-formal network of communication from the Health Service employees that help create an atmosphere which is important in effective patient-centred communication. The way the employees address each other informally, the use of both Filipino and English language and other communication strategies made sure that during interactions one party does not alienate the other, allowing for a more cohesive exchange of information and further providing a good example of a supportive organizational climate. Another important finding is that both cost and speed are the main factors in choosing one communication channel over the other. The personnel of PGH health service department often have to consider the resources that are available to them, as well as emergency situations where immediate actions need to be taken.