Impact of Poor Service Quality on Stakeholders

The given assignment discusses the importance of quality assurance mechanisms in the healthcare sector. It explains how poor service quality can affect various stakeholders, including patients, professionals, and external agencies. The impact on these stakeholders is analyzed, and the need for effective quality management practices is emphasized. The assignment also touches upon the regulatory body, NMC, and its role in maintaining standards for nursing and midwifery professions.

HEALTH AND SOCIAL CARE

TABLE OF CONTENTS
TASK 1............................................................................................................................................1
1.1 Quality related perspectives..................................................................................................1
1.2 Role of external agencies......................................................................................................2
1.3 Impact of poor service quality on the stakeholders...............................................................3
REFERENCES................................................................................................................................4

This essay is based on understanding the different aspects of quality in terms of health
and social care services. It highlights the stakeholders perspectives, role of external agencies
such as CQC, NICE etc. with a complete assessment of poor services that leads to reputational
risks mentioned in the case scenario.
TASK 1
1.1 Quality related perspectives
Quality is defined as the standard of measurement in terms of calibre and status that is
characterised by meeting customers' requirements. Its maintenance involves continuous
reviewing and inspection process by the management of the company. This helps in reaching the
patients' requirements and giving services properly.
Perspectives of external bodies-
Conformance means the extent of specified standards to meet the customers' expectations
and requirements. Here the stakeholders like statutory bodies and shareholders play important
role by reviewing the services through feedbacks.
Perspectives of those who use services-
Quality services are essential for Royal Hospital to meet the demands at the community
levels. There is a need to gain knowledge and understanding of internal perspectives like service
users, professionals, employers and patients in improving and maintaining the quality standards.
Moreover, this case scenario emphasized on the poor services which are intangible in nature and
led to development of infections and poor quality standards. Thus, maintenance must be adhered
to manage the hygiene and sanitation by using a collaborative work approach. This in turn would
prevent any hazards or onset of infections.
Here, SERVQUAL Model which is proposed by Zeithaml, Parasuraman and Berry can be
adopted by this hospital to describe the service quality and identify gaps in prevailing standards
of services through factors like reliability, responsiveness, tangibility and empathy at this facility
to stop the spreading of infections among their stakeholders (Bamford, 2013).
Technical Quality: It is measured by differences between actual and ideal experience to the
service users and professionals working in this sector. This factor supported stakeholders of
Royal Hospital to gain an assurance and reliability in context to technical approaches,
frameworks, standards and overall governance to maintain the quality. This is fulfilled through
collaborative approach to maintain the delivery services of the patients.
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Functional Quality: It is defined as the caring aspects that is crucial in removing the
communication gaps and leads to transparency and reliability of health. It is useful in scheduling
and forecasting the requirements of patients and the staff at Royal Hospital. It emphasized on the
compliance factor by the stakeholders for quality management.
Quality Control: This component is imperative to maintain both technical and functional quality
parameters through quality auditing at organizational level. It is a systematic framework to test
the quality of operations and involved requirements of Royal Hospital. It helps in ensuring
improvement or maintenance levels by facilitators, employers and staff to strive for creating
better environment on the basis of CQC guidelines under a legal framework. This supports to
avoid any onset of infection or epidemic for the service users and their families.
Quality Audit: This is important component to check the progression and effectiveness of the
services given to the patients and used by the practitioners.
Quality Assurance: It is related to efficiency and credibility of operations to enhance the overall
profitability of an organization and the service users. Here, Royal Hospital takes suggestions
from service users, staff and related stakeholders to control the policies and decisions by meeting
the deadlines and minimising waste.
Quality Management: This is the amalgamation of the above mentioned aspects and is looked
after by the management of Royal Hospital to inhibit the growth of microbes and infections at
the premises to provide a safe and secure mechanism to reach the assurity and quality.
1.2 Role of external agencies
Objective of external agencies:
The external agencies would assist Royal Hospital to re-evaluate and redesign their
approaches and facilities to bring concrete changes in the quality of their services. These
agencies assist in setting standards and roles defined at Royal Hospital to laid the quality
parameters to gain perspectives to support and promote awareness regarding health issues.
CQC (Care Quality Commission):
Definition: It is the non-departmental executive body under the Department of Health and Social
Care in England. This was formed to supervise the services in context to health and social care
(Parsley and Corrigan, 1999).
Role: The fundamental standards helped Royal Hospital to follow the guidelines and outcomes
in relation to daily operations related to staffing, nursing, maintenance of equipments, storage
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and others. In regard to given case, Royal Hospital can supervise and monitor the operational
activities and manage their professionals work to bring transparency and reliability and give an
assurance in speedy recovery of their patients.
NICE (National Institute for Health and Care Excellence):
Definition: It is an independent organisation established in 1999 to take decisions regarding the
medication, treatment plans etc.
Role: This gives recommendations and guidelines related to the clinical care and emphasis on
health services to the professionals and the patients with their families. In context to case
scenario, there must have been proper clarity to know about the legal rights, policies and
guidelines given.
NHS (National Health Services):
Definition: It is the national healthcare system which is public funded and is useful in setting
instructions to maintain the quality and delivery services to patients under a legislative
framework.
Role: This assisted Royal Hospital in framing legal responsibilities, roles and rights to give
appropriate preferences to deliver the services to staff and the entire taskforce with the users
efficiently. With respect to case scenario, Royal Hospital would give a set of guidelines to the
organisation to follow in strict compliance and bring concrete changes to maintain the quality
and delivery parameter.
NMC (Nursing and Midwifery Council):
Definition:This is the regulatory body for nursing and midwifery professionals to take care of
service users with managing the available resources and optimizing the costings and efficiency.
Role: This undertakes the regulatory work and instructions for nursery and midwifery
professions. Here, a register is kept for record keeping. Moreover, their processes must be
undertaken by Royal Hospital under an interactive networking systems to safeguard the patients
lives with complete focus on overall well-being. In regard to the above, this hospital's
management involved updating the knowledge and skills as per the standards led by NMC to
make the working practices of nurses in smooth and systematic manner.
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Thus, Royal Hospital is working for the betterment of the public by following all the
policies and legislation to manage the delivery and quality of health related services in
professional manner.
1.3 Impact of poor service quality on the stakeholders
Overview: Healthcare sector is demanding industry which continuously works for the well-
being of the public and the community on the whole. The focus is to provide the best quality and
hygiene standards to monitor the premises through a proper quality assurance mechanism.
Factors of poor services quality: Work pressure on staff, constant generation of damaging and
negative decisions in planning, underpaid or lower pages, no reward system, loss of quality and
shortage of capital leads to such poor services on quality (Martin, Charlesworthand Henderson,
2010).
Impact on the working practices of the following stakeholders:
Service users and their families- Their health may get hamper along with inconvenience might
be caused to their families especially the kids and children. Such poor services would ass to the
issues related to reporting process, ill management of financials, non-compliance behaviour
towards the staff would lead to ineffective practices and lower the productivity levels.
Professionals and support workers- Employees working gets demotivated and increases the
concerns that should be dealt faster to curb challenging situations at workplace. There is an
ambience on non-cooperation and unproductive work which ultimately affects the profitability.
External Agencies and Local Authorities- Their frameworks are not followed properly and
supervised accordingly at organisational levels. Moreover, due to internal issues like
mismanagement, low wages, overburdened through additional shifts etc, it becomes difficult to
follow these regulations. However, their regulations are flexible in nature and employees must
follow it under the ethical standards. This would help in enhancing the capacities, commitment
and improve such quality of services.
Henceforth, poor service quality must be monitored and bring necessary changes by
monitoring for better governance fulfil the organization's objectives and aim. Thus, quality is the
most important component for maintaining patient-centred care under legislative framework.
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REFERENCES
Books and Journals
Martin, V., Charlesworth, J. and Henderson, E., 2010. Managing in health and social care.
Routledge.
Bamford, T., 2013. Commissioning and purchasing. Routledge.
Parsley, K. and Corrigan, P., 1999. Quality Improvement in Healthcare: Putting evidence into
practice. Nelson Thornes.
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