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Health and Social Care: PDF

   

Added on  2020-10-22

7 Pages1621 Words349 Views
HEALTH AND SOCIAL CARE

TABLE OF CONTENTSTASK 1............................................................................................................................................11.1 Quality related perspectives..................................................................................................11.2 Role of external agencies......................................................................................................21.3 Impact of poor service quality on the stakeholders...............................................................3REFERENCES................................................................................................................................4

This essay is based on understanding the different aspects of quality in terms of healthand social care services. It highlights the stakeholders perspectives, role of external agenciessuch as CQC, NICE etc. with a complete assessment of poor services that leads to reputationalrisks mentioned in the case scenario.TASK 11.1 Quality related perspectivesQuality is defined as the standard of measurement in terms of calibre and status that ischaracterised by meeting customers' requirements. Its maintenance involves continuousreviewing and inspection process by the management of the company. This helps in reaching thepatients' requirements and giving services properly.Perspectives of external bodies-Conformance means the extent of specified standards to meet the customers' expectationsand requirements. Here the stakeholders like statutory bodies and shareholders play importantrole by reviewing the services through feedbacks.Perspectives of those who use services-Quality services are essential for Royal Hospitalto meet the demands at the communitylevels. There is a need to gain knowledge and understanding of internal perspectives like serviceusers, 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 andled to development of infections and poor quality standards. Thus, maintenance must be adheredto manage the hygiene and sanitation by using a collaborative work approach. This in turn wouldprevent any hazards or onset of infections. Here, SERVQUAL Model which is proposed by Zeithaml, Parasuraman and Berry can beadopted by this hospital to describe the service quality and identify gaps in prevailing standardsof services through factors like reliability, responsiveness, tangibility and empathy at this facilityto stop the spreading of infections among their stakeholders (Bamford, 2013).Technical Quality: It is measured by differences between actual and ideal experience to theservice users and professionals working in this sector. This factor supported stakeholders ofRoyal Hospital to gain an assurance and reliability in context to technical approaches,frameworks, standards and overall governance to maintain the quality. This is fulfilledthroughcollaborative approach to maintain the delivery services of the patients.1

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