Factors Influencing Healthcare Service Quality

The study highlights the importance of making changes in healthcare services to improve performance and maintain market position. Social and health care firms can use various strategies to compare actual and expected performance, and involve staff members and patient feedback to monitor and apply changes effectively.

FACILITATING
CHANGES

Table of Contents
INTRODUCTION ...............................................................................................................................4
TASK 1.................................................................................................................................................4
1.1 Explain the key factors that drive change in health and social care services............................4
1.2 Assessment of challenges that key factors bring to health and social care services..................5
TASK 2.................................................................................................................................................6
2.1 Strategy and criteria for measuring recent changes in health and social care ..........................6
2.2 Measure the impact of recent changes on health and social care services ...............................6
2.3 Overall impact of recent changes in health and social care......................................................7
2.4 Appropriate service responses to recent changes in health and social care services.................8
TASK 3.................................................................................................................................................8
3.1 The key principles of change management using either Kotter’s eights steps .........................8
3.2 Planing of changes in health and social care. ...........................................................................9
3.3 Assessment to monitor recent changes in health and social care services...............................10
Conclusion..........................................................................................................................................11
References..........................................................................................................................................12

INTRODUCTION
Health and social care organisations needs some changes in their working system. This helps
in improving the performance and enhance them to use latest and appropriate techniques for the
treatment of patients. These changes also enhance the knowledge, skills, abilities and capacities of
social workers, doctors, nurses, etc. It make them to learn new things like using new equipments for
treatment leads to learn how to use them and operate them (Hart and Bond, 1995).
This report contain proper analysis of all changes required in health and social care
organisation and implementation of those changes. It also consist of factors, challenges, strategies,
etc. for the applied changes in the given case scenario. Along with this, there is detailed information
about the impact of changes on HSC. In the end, the measures and conclusion of the changes are
explained.
TASK 1
1.1 Explain the key factors that drive change in health and social care services
In order to deal with the issue of underperforming staff as well as improving quality issues
several changes are required. There are various key factors that drive changes in health and social
care services of one of the chain of Nursing Homes. These factors that drive changes are explained
as below: Economic Factors: The financial condition of the nursing house is poor. This makes
improper management of workers. Due to this reason, they pay less salary to their workers
which demotivate them and makes them to perform not well. The house is also not in
condition to provide quality services due to the bad economic status. These all factors leads
to underperformance of workers (Auerbach and et.al., 2013). Social factors: The user expectations from nursing house are increasing. The demand of
quality services which need to be easily accessible are creating a type of pressure on this
nursing chain. As user awareness regarding the treatments also makes healths and social care
workers to develop their skills and enhance their knowledge. The knowledge of handling the
risks at the time of treatments along with the quality of the treatment provided by the
nursing chain affects the the demand of users and on that basis they selects the institutions. Legal Factors: The policies and practices provided by UK government also make firm to
apply different changes. As government apply new policies and modify the exiting ones
which leads to create changes in nursing house (Kaakinen and et.al., 2014).
 Technological Factors: To provide quality services to the patient it is important to bring
new technologies and equipments in the nursing house. These services also need to simple
and easy to access. For the proper use of those equipments, workers need to improve their

knowledge and skills. This need training in that particular field and different types of
programs which results to enhancement of knowledge along with motivation to perform well
(Dossey and Keegan., 2012).
1.2 Assessment of challenges that key factors bring to health and social care services
Nursing home is going through different problems which is indicating it to bring some
changes in the working structure and environment. To maintain the success and growth of the
house, it need to implement required changes so that it can attract more users and can able to
provide them quality services (Melnyk and Fineout-Overholt, 2011). These changes in the house
also helps in improving the work performance of workers. While implanting changes, house will go
through many types of challenges. The challenges that house will face due to the key factors of
change are explained below:
 Workers resist to change in the initial stage which create challenge of convincing them for
the change. Nursing house will face resistance towards change. They need to explain them
the benefits of change in the firm and in their life as well. They have to conduct a meeting
for convincing t\he workers and explaining the results of it.
 Legal factors also work as challenge for the nursing firm. The technologies or the
equipments nursing house wants to add in their nursing house need to be legal in the view of
UK government. If the change does not fits to the policies and practices of the government
then firm need to redevelop the changes and it consume more time and cost. This factor
stops nursing house to implement those changes which are not allowed by the
government(Maslach and Jackson, 2013).
 Implementation of new technologies leads to challenge of managing the cost of nursing
house. Although this change improve the quality of services and treatments given by the
house but it also increase the cost. This leads to manage costs of the existing services and
resources so that it can bring new equipments.
 Another challenge is change in the perception of the users. Users will like the change or
dislike it. In such condition, firm have to face different views and thoughts of the users. The
first priority of firm is to satisfy its users. So it face many challenges to satisfy them. The
best way to know about the perception of users is to take feedback (Stuar, 2014).
TASK 2
2.1 Strategy and criteria for measuring recent changes in health and social care
Strategy: Nursing house can use the strategy of PDCA(Plan Do Check Act) for measuring
the recent changes. This strategy helps in proper implementation of changes and knowing its
outcomes.

 Plan: The first step is to plan all the changes effectively. Nursing house need to decide the
objectives and processes for bringing the change. Firm also need to decide the output
expectations which helps in proper planning. Along with this, firm have to do feasibility
study also (Townsend, 2014). Do: After proper planning, the next step is to implement the changes. Firm needs to
implement the changes in the field of performance improvement and quality services. Check: After implementing and executing, the next step nursing house need to follow is
checking all the changes. It compare the actual result with the expected results which helps
in improving the changes if required. This comparison makes firm to know any deviation or
gap which need to improve. Nursing house also look after the completeness and accuracy of
change(Frost and et.al., 2011).
 Act: In this step, firm will find out that whether the changes are brining expected
improvement or not. If they are operating in the right direction then firm will look for
developing new standards and new strategies for better improvement. But if it is not
working in the expected way then, this leads to redevelop the strategies (Doran, Misa and
Shah, 2013).
The various criteria for measuring recent changes are as follows:
 Customer satisfaction.
 Efficiency and effectiveness of the current change(Pollack and Pollack, 2015).
 Satisfaction of staff members.
 Increase in the quality service of the house.
 Effect on the cost of the firm(Mishra, 2013).
 Benefits from changes.
2.2 Measure the impact of recent changes on health and social care services
The impact of recent changes on health and social care services can be measured with the
help of follows factors: Quality services: Quality services can be provided by fulfilling the demands and
requirements of the patient's family. They need to analyse the type of treatments which helps
in improving patient's condition faster and quicker (Perry and et.al., 2014). Favourable perception: This can be achieve by accomplishing the needs and desires of the
users. Firm can know their perception by filling feedback forms, questionnaires, one to one
communication, etc. And on the basis of obtained results they can measure the impact.
 Performance improvement: As workers are not performing well, so for better performance,
firm need to motivate them by organising various programs and activities. Improved

performance can be achieved by conducting different training programmes (Rodin, 2014). Proper delivery of services: The quality services should be delivered in right and
appropriate manner. The systematic delivery of services leads to satisfy users. Easy and
simple access of those services make patient and their family feel comfortable. Enhancement of information and knowledge: By providing effective training programmes
firm can enhance the information and knowledge of the workers. This leads to increase their
skills and abilities in understanding the various kinds of diseases. This also make them to
know the operation and working process of different machines and equipments (Kirch,
Henderson and Dill, 2012).
 Handling risks effectively: By using increased information and knowledge social workers
can handle risks more effectively at the time of t6reatment which leads to better care and
treatment of patient.
2.3 Overall impact of recent changes in health and social care
The overall impact of the recent changes on health and social care services are in different
ways. Betterment in the services and equipments leads to positive impact. The quality services
provided by the nursing house will impact on the perception of patients and their family members.
They will either get satisfied by the provided services and treatments or will get dissatisfied. There
reaction, behaviour and feedbacks helps firm in knowing whether they like it or not. Along with
them, it also impact on working of staff members. This helps in increasing the knowledge, skills and
abilities of workers in different fields (Ettinger and Chalmers, 2015).
The proper knowledge in this field helps them in handling the risks occurs at the time of
treatment. It also improves performance which increase the motivation level of workers. This also
leads to proper utilisation of resources which leads to better financial conditions. Staff members can
feel some difficulty at the time of training but later it results to their betterment with firm. Use of
latest technologies also helps in improving the market position. Better services attracts more
patients and their families which improve the economic status of nursing house. The recent changes
leads to improve the working and cultural environment of company. The impact of all the changes
on the nursing house tends to better work management with improvement of performance. Patient
and their families also feel satisfied as recent changes take care of their demands and fulfil them.
The love and care towards the patient makes them to adjust easily and feel them comfortable
(Zastrow, 2013).
2.4 Appropriate service responses to recent changes in health and social care services
Appropriate service responses to the recent changes in health and social care nursing house
are explained below:

 Training: The firm can provide training to their workers related to the new technologies and
equipments. This training leads to increase the information and knowledge in different
fields. Firm can also organise various programs and activities which helps them in updating
themselves as per the market need. These training programmes also increase the morale and
motivate workers to work well (Mandleco, 2012). Employment of new staff: Firm can hire new workers at different positions for various
roles. This helps them in proper delivery of services. The hiring of experienced and talented
social workers leads to provide better care and attention. Hiring of specialized doctors helps
in proper understanding the case of patient and which leads to effective time management. Change in equipments: New equipments and machines leads to better results. These
equipments makes the work of doctors and social workers easier. New machines and
techniques leads to provide more appropriate results which update health workers about the
change in patient. Staff members need to train about the working of those techniques and
machines which aware them about their pros and cons (Moorhead and et.al., 2103).
 Change in service delivery: Firm can change the ways of delivering the services to satisfy
patient and his family. Proper delivery of quality services helps patient in adjusting.
Providing effective services and delivering them well tends to make patient feel comfortable
Organisation and service delivery. 2011.
TASK 3
3.1 The key principles of change management using either Kotter’s eights steps
In order to introduce changes in the firm there can be usage of Kotter’s eights steps to
Successful change. Creating urgency- The very first step is to make the employees feel how urgent is the
change. In this regard, employees are required to be made aware about the probable change
in management that is being planned by the company. It should also make employees aware
about new technology so that training sessions will be made for them. This will make the
employees realize the urgency of situation (Perry and et.al., 2014). Form a Powerful Coalition – The next step is all about Convince people that change is
necessary. This can be ensured by taking people from present management as well as from
the employees who will lead the change. The formulated team can be given new roles with
respect to convincing employees as to why change in management is necessary. The team
can further convince the employees about the new technology being introduced in the health
care organization. Create a Vision for Change: In order to make the proposed change a reality, the need is to

form a vision where future of organization is made clear after the changes has been done. It
will help the employees to understand why the change is being introduced (The 8 step
process for leading change. 2015). Communicate the Vision: The senior management of the organization is required to make
sure that the vision is communicated to all the employees. The vision can then be used to
address the peoples’ concerns and anxieties with respect to proposed changes. Remove Obstacles- Seeing the present changes to be introduced within n organization, the
barriers can be with respect to resistance shown by employees towards accepting the new
technology as they may fear loss of job. The obstacle can thus be removed by identifying
there concerns and making sure that in employee is fired (Successful Change Management-
Kotter's 8-step change model. 2015). Create Short-Term Wins – This step will majorly show its effect when the change is
introduced. In this regard, the management can reward that employee who has learned the
new technology easily. They can also set short term targets so as to motivate performance of
employees. Rewards can then be given to them. Build on the Change: This step entails for analysing as to whether the changes are showing
the real effect or not. This can be done by measuring the overall performance of employees
after management has been changed and new technology is introduced. This will help to
make sure that change has been built properly.
 Anchor the Changes in Corporate Culture: The last step of this process is to make sure that
changes are stick in the organization. It is likely to help the present company in making sure
that changes are leading to increase in performance.
3.2 Planing of changes in health and social care.
As per the case scenario the changes to be introduced are with respect to technology as well
management. Hence the need is to make sure that the proposed changes are well planned as well as
in place. In this regard, there can be use of Lewin's change model. This model can help to make sure
that changes are well planned.
The very first step is of unfreeze where the need is to break down the existing g mind-set of
staff members. Here, they would be made aware about the change in management as well as
technology y to be introduced within the organization. This will aid in preparing the organization in
a successful manner. The employees are likely to face issues in form of being stressed out. They
might present queries as well as complaint in form of management. The need on part of
management is to make the employees aware about why the change is necessary and solving doubts
in best possible manner(Kirch, Henderson and Dill, 2012) .
The next stage is of unfreeze where employees will be prepared to accept the change. The

management can point out that the presence of underperforming and demotivated staff is affecting
sales figures, financial results as well as customer satisfaction.
Next stage involves for change where employees will start working on the uncertainty as
well as look at new ways of doing things. This is likely to generate support of staff members as they
realize that new changes can motivate there performance (Ignatavicius and Workman, 2015).
3.3 Assessment to monitor recent changes in health and social care services
The management of health care organization is required to monitor the changes in best
possible manner. In present scenario, the changes are likely to increase employee performance,
generation of less quality issues. Firm can monitor the changes by the following factors:
 Market position : Nursing house can monitor the changes by evaluating market position of
it. The changes appears to be beneficial in the expected way or not is checked by the
position of firm in the market. If market position of the firm is rises then it means that it is
going in right direction and the changes are resulting in expected manner. Through analysing
the market position firm can evaluate the results of changes (High impact changes for health
and social care. 2008).
 Patients and their family Feedback: As changes are in the services and technologies
provided to the patient so their feedback plays important role in monitoring outcomes. Firm
need to take feedback from them. If they are satisfy from the services and improved
treatment then it will increase users which improver the brand image (Factors influencing
healthcare service quality. 2015).
 Workers feedback: As changes are applied for improving the performance of workers so it
is important to know their perception also. The feedback of staff helps firm in knowing
whether they are happy with the changes or facing any type of problem. This provide new
opportunities to the firm and workers.
CONCLUSION
From the above study, it is concluded that social and health care firms need some kind of change
time to time to work effectively and to maintain the market position. Firms can use various
strategies to compare the actual and expected performance. Changes in techniques and services also
helps in providing better treatment to the patients which results to satisfaction of their family
members. Firms can take feedback of their staff members and patient for any type of problem they
are facing or any type of improvement they require. This helps firm in applying and monitoring the
appropriate changes.

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