Managing Quality in HSC: Evaluating Effectiveness, Factors and Ways to Enhance Quality

This presentation discusses the evaluation of effectiveness of systems, policies and procedures used in HSC to achieve service quality, factors influencing achievement of quality and ways to enhance quality.

LO3
Managing quality in HSC

3.1 Evaluating the effectiveness of systems, policies and procedures used
in HSC to achieve service quality
 Care provider: Being in the position of care provider I will make use of different techniques
with an aim to enhance the effectiveness of the system and policies which are used within
HSC in order to attain the services quality. Here, I will use different policies and principles
such as ISO 9001 quality standard so that best quality services can be rendered by me to
patients. Furthermore, I will also implement different quality standards such as share eating,
separate accommodation etc. so that infection can be prevented and thus helps in
overcoming the diseases. Thus, through this way only proper quality standards as per the
UK legislation will be followed by me and as a result of it I will give best quality services
to users. In addition to this, I will also use technique like benchmarking with an aim to
enhance the quality of services. With the help of this I will deliver effectual services and
thereby will met needs and requirements of patients. In order to implement the same I will
set some standards and these set standards will be later on compared by me with the actual
performance.

Continued...
 External stakeholders: This includes social organization, quality
accessors and local authority etc. In order to enhance the
effectiveness of HSC I will take assistance from different standards
health care policies which is being used by many countries. Through
this way I will given an effective suggestion to the firm.
 Family member of service users: Being the family member of
patients I will suggest all the flaws to the company which I have
faced while getting the services from the firm.

3.2 Other factors influencing achievement of quality
Following are the different factors that need to be considered by the care setting as it influences
the attainment of quality. These are as discussed underneath-
Expectations of family member of service users- In return spending money in enterprise, I
always expect the high quality of services from the side of health care firm. In addition to
this, I also expect that my family member will be given proper antibiotics for the prevailing
infection so that it can be overcome. In addition to this, I will also expect that my family
member will get high quality of services.
Expectation of external stakeholders: I will expect that the individual who is giving services
within firm must be skilled. It must possess proper knowledge regarding the ways of
delivering services within the firm.

Continued....
Perception of service providers- Being the services provider of company, I
have many expectation I expect that firm must organize regular training and
development programs for me. This is because, through this way only I can
perform improvement in my skills. Thus, through this way I can deliver the
high quality services to the patients Thereby, I can maintain their
satisfaction in an effective way.

3.3 Way to enhances quality
Different ways identified with the help of which significant improvement in the service
quality of HSC can be carried out.
 Care provider: With an aim to enhance the service quality of firm, I will make
efforts in terms of assessing the care needs of patients in an effective way. In this
regard, it has been seen that for the organization it is very essential to assess the care
needs of patients as need of each individual varies. Here, I will mould my services
as per the care needs of patients.
 External stakeholders: With an aim to enhance the quality of firm, I will take help
from empowering technique. It is the best way to improve the service quality by
empowering the service users and fulfilling their needs. Here, I will provide
freedom to patients in order to meet their relatives and friends so that they can
overcome their diseases.

Continued...
 Family member of service users: I will just give suggestions to the
company and I will also inform regular information to the company
regarding the flaws which I have faced. Through this way only I will
enhance the service quality of HSC.

References
Maignan, I., Ferrell, O. C. and Ferrell, L., 2005. A stakeholder model for implementing
social responsibility in marketing. European Journal of Marketing. 39(9/10), 956-
977.
Negi, S., 2000. Human Resource Development & Management in the Hotel
Industry. Frank Brothers.
Palakurthi, R., 2008. Online distribution strategies and competition: are the
global hotel companies getting it right. International Journal of Contemporary
Hospitality Management. 20(4). pp.375 – 387.
Pang, W., 2003. Barriers to creativity in the hotel industry – perspectives of
managers and supervisors. International Journal of Contemporary Hospitality
Management. 15(1). pp.29 – 37.