Managing Quality in Health and Social Care

This report analyzes the importance of quality management in the health and social care sector, focusing on the case study of Rose Meadow. It explores stakeholder perspectives on quality, the role of external agencies in setting standards, and the impact of poor service quality. The report also analyzes different approaches to implementing quality systems, potential barriers to delivering quality services, and methods for evaluating service quality from both internal and external perspectives. Finally, it suggests ways in which Rose Meadow could improve its quality of service.

Managing Quality

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
1.1 Explain perspectives that stakeholders in health and social care have regarding quality 3
1.2 Analyse the role of external agencies in setting standards...............................................4
1.3 Assess the impact of poor service quality on health and social care stakeholders...........5
LO 2.................................................................................................................................................6
2.1 Explain the standards that exist in health and social care for measuring quality.............6
2.2 Evaluate different approaches to implementing quality systems.....................................7
2.3 Analyse potential barriers to delivery of quality health and social care services in case
study organisation...................................................................................................................8
LO 3 ................................................................................................................................................9
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service(s) offered......................................................9
3.2 Analyse other factors that influence the achievement of quality in the health and social
care service...........................................................................................................................10
3.3 Suggest ways in which the health and social care service could improve its quality....11
LO 4...............................................................................................................................................12
4.1 Evaluate methods for evaluating health and social care service quality with regard to
external and internal perspectives........................................................................................12
4.2 Discuss the impact that involving users of services in the evaluation process has on service
quality...................................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Hospitality industry is the largest sector for economic development of nation which helps
in rising profits and revenues. It is responsibility of manager who are running business should
provide proper services to their consumers (Bai, Nunez and Kalagnanam, 2012). The health and
social care requires effective services for fast recovery of their patient. For that, they should have
quality management to manage quality and services of organisation. It is defined as discipline for
assuring procedure, benefits, output through which they have delivered, meeting stakeholder
requirements and fitting purpose. Managing quality is the main job and responsibility of manager
to provide service along with high quality needs. The given project is based on Rose Meadow
organisation which provide care and support to people. It deals in service providing sector
and solve their problems and issues for effective health. The report covers stakeholders in
health and social care, role of external agencies and impact of poor service quality. Different
approaches use for implementing quality systems along with barriers. There are various
factors which can influence achievement of quality and suggestion for improving ways for
quality. Lastly, it highlights methods of health and social care service quality required for
internal and external perspectives.
LO 1
1.1 Explain perspectives that stakeholders in health and social care have regarding quality
According to definition given by World Health Organisation (WHO), quality of care is
the degree to which health and social care services is provided to patients and individuals for
improving desired health results (Batini, Comerio and Viscusi, 2012). For achievement of quality
of care, it is very important for health care to be effective, efficient, safe, equitable, timely and
people centred. It is very important for Rose Meadow to provide quality of care to their
patient so that they can recover very soon. Thus, care should be in terms of providing all
facilities and requirement to the individuals.
Stakeholder is defined as group, person, individual or organisation which has
common interest in organisation. They can affect actions, objectives and policies of
business. The stakeholders of every sector is different from each others. For example, in
organisation, stakeholders can be directors, employees, government, creditors, suppliers and
others. Similarly, in case of health and social care, stakeholders can be attendants, doctors,

patients, nurse, helpers and others. The role and responsibility of every stakeholder is
different for each and other and perform task and activities in effective and efficient manner.
There are various types of stakeholders who are availing services from Rose
Meadow. The perspective of these stakeholders regarding service quality are as follows:
Staff- As per the perception of staff, they should be provided help and guidance from
their seniors person to assist organisation. They staff of Rose Meadow prefer high quality
service in terms of facilities, medicine and others. They focus on providing and helping
patients with high quality services so that they can recovery themselves at grater speed.
Patient- When any patient visit health and care centre they want high quality service.
Their perception regarding service is very high in terms of facilities, beds, staff behaviour,
affordable price and get recovery as soon as possible. If they lack such requirements then
they cannot recover themselves in better manner (Beloglazov and Buyya, 2012).
Care Taker- They are important stakeholder of Rose Meadow who work is to take
care their patient. They have high perception regarding all requirements which are necessary
for providing help to their consumers. For them quality service means requirement of
equipment, tools through which care can be done for patients.
1.2 Analyse the role of external agencies in setting standards
External agencies are defined as entities like suppliers, government regulators, customers,
partners, society who interact with organisation and influencing their performance but not in
direct control. They ensure high quality of workplace and business practices. The external
agencies put pressure and stress on health and social care for following set procedures and
standards for providing quality of services ( Beniston, Lal and Mercer, 2016). These agencies
has different roles for health and social care such as reducing complaints, increasing quality of
services, level of accountability, improving dignity, increase in staff and patient morale.
Therefore, personal and public involvement is regarded as active users in health and social care
services.
The role of different external agencies along with their importance of standard setting are
as follows:
Care Quality Commission- This is an external agencies which regulates premises as
well as care provided. There is registered manager who looks after CQC for managing various
services. It is inspection body which focus on measuring care and quality of health services. This

agency regulate health care providers of all age group people, along with mental health services,
ambulance services, clinic and others. Their main role is to register under health and social care
organisation and check whether standard set are met or not. They focus on quality and standard
which helps in describing right of individual for providing of quality services.
National Health Service- It is an external agency mainly framed for providing health
services and funded care to people with disability. This agency helps in developing standards
which allow health care firms to help and provide high quality and better services to their
patients ( Boniface, 2013). They have set standard for their patients which allow directions and
priorities for health care services. Also they focus on providing health care facility to assist users
of service.
1.3 Assess the impact of poor service quality on health and social care stakeholders
Poor service quality is defined as the way where users of services are provided with bad
quality and leads them to unsatisfactory. It is referred as poor quality or bad services provided to
consumers. There are different factors which leads to poor service quality to stakeholders such as
poorly trained staff members who does not have proper knowledge and skills, impolite and
unhelpful staffs, poor after sales service and others ( Brown, 2013). As this can affect business
and their goodwill in market. Here, Rose Meadow value has decline because of providing
poor service quality to their users and individual which decline their value and goodwill at
marketplace.
The impact of poor service quality on different stakeholders at Rose Meadow are
described below:
Staff- The staff of Rose Meadow were not provided with proper knowledge and
skills regarding service quality. As they were not deployed properly and provided with
training and development to provide service to their people. The staff working in Rose
Meadow did not work with other firms and professional guidance were not provided to
them. This cause problem in helping people with proper quality of services. They did not
follow rules and regulation required for service quality and provide poor quality to their
individual which create impact on their health and life.
Patients- They are other stakeholders who suffered a lot by providing poor service
quality. The staff and care taker are person who are responsible to help patients but due to
lack of knowledge, skills, training and guidance they were not provided with high quality

service. This lead in creating problems for their recovery and health did not get well. They
were no proper food facility for patients, environment was unsafe, medicines were not
stored properly which create people live at risk.
Care Taker- These stakeholder focus on taking care of special patient. There were
many patients who were suffering from various diseases such as legionella which has not
managed and assessed properly and effectively. The care taker were facing lack of training
and development programme in order to provide care to those people and help them
(Capozzi and et. al., 2015). While inspection was done, such issues were came across and
rating was given to improve them in better and effective manner.
LO 2
2.1 Explain the standards that exist in health and social care for measuring quality
The health and social care standards are developed for maintaining basic frame work.
These standards built on different principles such as compassion, responsive care, supporting
well being, respect & dignity and included. These standards are made in order to make social
care, health and social work services better for each and every people for treating them with
respect ( Chan, 2012). The standards are made for everyone with entitled to get high quality
support and care. It is applied in different services such as care homes, hospitals, day care for
children, clinics and housing support at home for adults. It is very important for Rose Meadow
to follow standards while providing health and care services to their individuals.
The different purposes of standards in HSC are setting high quality of service for
their users. This can help Rose Meadow to serve their people in better and effective manner.
With following of standard by respective organisation can create trust on patient to take
services and treatment of disease in better manner (Davis and Hyndman, 2017). This can be
useful for intangible and tangible disease. This also plays an effective role in availing
services and achievement of goal and objectives.
There are different standard set for health and social care in context of Rose Meadow
are described below:
Health and Social Care Act 2008- It is the standard which view quality of service
and proving rating under Care Act 2014. This standard mainly focus on providing health and
social care service to all the individuals for better health. If such standard is followed by

Rose Meadow then they can achieve their goals and objectives. During inspection, they also
consider who used their service. The insufficient care planning, poor management of
incident, medicine, environment are considered as breach of this standards.
Mental Capacity Act- This standard render model for making specified decisions on
behalf of those individuals who is lacking mental capacity. According to this standard,
people are making own decisions and helping when required (Jose Tari, Heras-Saizarbitoria
and Pereira, 2013). When mental condition of people is not good then those who made
decision on their behalf help them. This standard is made specially for those individual who
mental state is not good.
Accessible Information Standard 2016- It is standard which is made for people of
disability or sensory loss and making them to understand information given to them. This
information should be presented in table or picture form so that they can easily understand
them.
2.2 Evaluate different approaches to implementing quality systems
Quality system is defined as aggregate or collection of organisational activities, policies,
processes, plans, capabilities, resources, incentives, responsibilities and infrastructure which is
required in formulating and implementing business ( Kim, Kumar and Kumar, 2012). It is
blueprint of organisation which determine processes and model of business where people work
together for getting things done and establishing specifications for performance.
Total Quality Management (TQM) is defined as an approach which determine long term
success through consumer satisfaction. The organisation following TQM focus on improving
processes, services, products and culture where they work.
There are various principles of TQM which are described below:
Continual Improvement- Rose Meadow should follow this principle in order to
improve their performance on continuous basis. This can leads organisation to be creative
for becoming competitive and meeting expectation of consumers.
Communication- There should be an effective communication channel for maintaining
morale and motivating staffs at all levels.
Integrated System- All the system which are running in Rose Meadow should be
integrated to one for better result achievement. It is very important to understand mission,
vision and other for organisation.

Customer Focused- As customers are main asset who ultimately purchase product, so it
is very important for Rose Meadow to follow TQM in order to satisfy their consumers.
The advantage and disadvantages of TQM are as follows:
Advantages
 It focus on need and demand of market.
 It focus on producing high quality goods and service for people.
 It check waste and non productive activities.
Disadvantages
 TQM require to provide training to staffs which can take time for day to day
activities that leads to product disruption.
 TQM is expensive in nature to implement in organisation.
 It focus on task standardization that discourages innovation and creativity.
There are various types of approaches to quality which are described below:
Just in Time- According to this approach, work should be done timely for their
people to achieve outcomes.
Quality Circles- As per this approach to quality, it is very important to maintaining
quality at organisation and developing individuals so that better outcome can be achieved
(Kneese and Bower, 2013).
There are different types of quality approach which can be used by business. As per
given case study, Rose Meadow should use quality approach for their organisation. This
health and social care is facing quality issue problem so it can be best for it to improve
quality and effectiveness of business.
2.3 Analyse potential barriers to delivery of quality health and social care services in case study
organisation
Barriers are obstacles and hindrance which can impact business and its activities. These
barriers arise in organisation due to various reasons which does not allow company to achieve
their results in better and effective manner. It is the anything that makes difficult for performing
work in business. In simple terms, barriers is defined as obstacles or hurdles on doing task of
organisation (Manchikanti and et. al., 2012). It can be physical, language, personal,
organisational and other barriers. It is responsibility of manager to identify barriers so that proper

performance can be done for goal achievement. If it is not identified then business have to face
loss and exit from competitive market.
There are various barriers which are faced by Rose Meadow in terms of quality
services are as follows:
Lack of effective Staff- Rose Meadow has problems in terms of effective staff. As
there is proper management system who can guide staff for providing services to their users.
As they does not know how to behave or responds with users of service. If staffs are
unskilled and not provided with training and development session then they cannot provide
quality services to their users (Monticone and et. al., 2013).
Lack of Management- While inspection was done in Rose Meadow then committee
found lack of management people for running business. As new and unskilled staffs were
looking after organisation who are unaware about management and other activities to be
carried by business. Due to poor management, patients were provided with poor quality
care, insufficient training. The management is overall responsible for carrying out business
activities if they fail then organisation has to face losses. Therefore, ineffective management
system create problems for Rose Meadow to provide proper quality health and care services.
Lack of Training- It is also an potential barrier which is faced by Rose Meadow in
providing quality health and care services to their users. The management does not focus on
providing training and development to employees and staff who are working in organisation
create problems in running business in effective and efficient manner.
LO 3
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service(s) offered
Systems is referred as collection of components or elements which are organised for
common purpose. It is regarded as plan or organisation or parts in system. In other terms, it is
collection of detailed procedures, methods, routines created for carrying out particular activity,
performing duty and solving problem ( Pusic and et. al., 2012).
Policies are defined as formal statement which are supported and produced by senior
management. The policies of organisation reflect objectives of information security programs. It
should be like building foundation which should be resistant to change. It can be of issue-

specific, organisation-wide and system specific. The made policies should be easily understood
and accessible by users and employees. It is created for several years and on regular basis
changes should be made.
Procedures are defined as step by step instructions in order to achieve provided mandate
or goal. These are made for internal departments and should be able to change control method. It
is developed as per organisation where it want to go. It is the step of work which comes one after
another and focus on achievement of goals and objectives.
In order to run business, different systems are required in business. The effectiveness of
three systems which are used by Rose Meadow are described below:
Medicine Management System- The medicine is not properly arranged and
managed in Rose Meadow due to which users has to bear problems. It is very important for
them to implement such system in their business for effective outcome. The effectiveness of
such system is that it can avoid problems of medicine which is not stored in proper and
effective manner (Rosenberg, Verthelyi and Cherney, 2012).
Site Risk Assessment System- It is the system which is made for patient who are
suffering from Legionella disease. This type of disease is caused due to water system and
make people life at risk and cause serious illness. With use of such system, they flushing
used water sources to protect people suffering from disease.
Control System- It is the system which protect and prevent people from healthcare
infection or other disease. Through such system they can do control over respective disease.
Rose Meadow has fixed various machines in order to kill or reduce bacteria of infections.
3.2 Analyse other factors that influence the achievement of quality in the health and social care
service
Quality is regarded as the most important factors which is most required in every
business ( Sharma, 2012). In case of health and social care, it is mostly preferred and required to
achieve goals and objectives. Here, Rose Meadow has to face issue because of lack of quality
in their business so it need to develop and improve their quality system in better manner.
The health care which provide hygiene and high quality services to their consumers create
goodwill and image in market. The three factors which can influence achieving quality in
Rose Meadow are described below:

Medicine Management- The proper medicine management can help Rose Meadow
to achieve their quality. It is very important for hospitality industry to have proper medicine
management. Rose Meadow does not have proper system for medicine management so it is
very important to implement such factors for achievement of quality in business.
Quality Care Plans- The plans should be made related with quality care so that
users can get proper quality services from Rose Meadow. This factors can help respective
organisation to influence quality. The plans consists of process and ways through which
quality and care should be maintained (Sharpley and Wang, 2014).
Communication- It is another factors which is required in every organisation and
sector for achievement of goals and objectives. The staff working in Rose Meadow should
have effective communication channel so that information can be passed from one to
another. This can influence in achievement of quality as members can communicate each
other in better and effective manner.
3.3 Suggest ways in which the health and social care service could improve its quality
The organisation which run their business in competitive market has to go through some
issues and problem which can affect their survival. It is very important for firm to focus on
quality improvement. Rose Meadow works in providing health and social care services to
their users which need to improve its quality in effective and efficient manner. There are
various major problems which are faced by Rose Meadow in terms of quality that should be
improved in good manner. The problems along with suggestions are described below:
Lack of Training- It is the major problem which is faced by Rose Meadow in terms
of health and social care service. Due to ineffective management, employees are not
provided with training and development session which lack them to perform better work and
provide quality services to employees (Van Bogaert and et. al., 2013). In order to solve such
problem, it is responsibility of manager to provide training on frequent basis to improve
them for improving health and social care quality and services.
Poor System- The management system is very poor due to which Rose Meadow has
to face various problems. They have new and unskilled employees and staffs for handling
management department. In order to solve such problems and improve quality of service,
they need to hire skilled, experienced and knowledgeable employees to carry out business

functions in better manner. As capable staff have high degree of knowledge to perform any
activities and work in business.
Lack of Effective Governance- In order to manage health and social care, there are
different governance formed. It is very necessary for them to guide health and social care
workers to carry out work. In order to solve such issues, it is very necessary for governance
to check health and social care on regular basis whether they have followed laws or not and
impose penalty in case of violation of regulations.
LO 4
4.1 Evaluate methods for evaluating health and social care service quality with regard to external
and internal perspectives
Evaluation is procedure for determining the work done by individual or organisation.
This can provide both positive and negative effect to business. Health and Social Care (HSC)
requires evaluation on daily basis for improving quality in service and provide their consumers
with better care to improve their health and mental conditions (Bai, Nunez and Kalagnanam,
2012). If any changes required then it should be implemented in business and helps in improving
quality service to patients.
In order to evaluate quality of health and social care, different methods are used. They
can be internal and external which are described below:
Internal Methods
Under internal, following methods are used for evaluating quality of services such as:
Feedback- It can help in evaluating quality of services. Rose Meadow can use such
method where they can take feedback from their users, patients, employees for improving
quality. The individuals can provide best opinions as they have faced it.
Questionnaire- It is another method where questionnaire are prepared by quality team
and are given to each and every patient to know about their opinions regarding quality of
services. This can help in saving time and taking correct answers form all users who are availing
facilities of Rose Meadow. Through questionnaire prepared, correct data and information can
be abstracted and provide solution to problems (Batini, Comerio and Viscusi, 2012).
Survey- This is also type of methods for evaluating quality of health and social care. In
this method, survey is conducted by taking few sample from large population in order to know

about their opinions and views regarding services. In this methods, all individuals are included to
know their views and they provide all correct data and information.
External Methods
Under external, CQC inspection is used which is described below:
It is the method where inspection is done for various service of health and social care
such as accommodation, support and personal care. It is in depth, scheduled and routine
investigation of each and every department and functions ( Beloglazov and Buyya, 2012). The
CQC quality can use different methods for evaluation of quality of Rose Meadow such as
audits, findings, review, supervision and so on. It helps in providing accurate data as quality
team is there for inspection. Through this method, improvement can be done within short
period of time.
4.2 Discuss the impact that involving users of services in the evaluation process has on service
quality
Service users are defined as end user who are using services provided by hospitality
sector. As they are users so they prefer high quality goods and services in effective manner. The
service user plays an important role in evaluation of quality process. If Rose Meadow provide
better service quality then user provide positive feedback and in case of negative service
quality then it is regarded as negative feedback. The advantage and disadvantages of
involving services users in evaluation process along with suggestions for improvement are
described below:
Advantages of Involving Service
This can helps in identifying various issues and problems regarding quality of
services. In order to improve quality of service at Rose Meadow should include service
users for effective outcome. As users helps in providing guidance to the management for
change services and improve quality of work (Beniston, Lal and Mercer, 2016).
Disadvantage of Involving Service
The service users provide own opinions and views regarding quality of services
which can make confuse administrations and management. As strategies and policies are set
by management. It is difficult for Rose Meadow to change such strategies and policies
provided by service users.

In order to improve effective evaluation process, it is necessary for service users to
take feedback, opinions and view regarding quality of services. They can provide guidance
and help to have skilled and efficient staff for carrying out task and achieve goals and
objectives of business. Therefore, evaluation should be done on regular basis which can
improve quality of service and business.
CONCLUSION
From the above report, it can be concluded that quality is very important in health and
social care service. All stakeholders such as care taker, patients, nurses and other prefer quality
service which is important for their health. Different agencies has their own role for improving
quality and setting standards for business. In case of poor quality service, it can impact business
and its performance to achieve gain. There are standards set for measuring quality at health and
social care to improve business and maintain their standards. Also total quality measurement
approach plays an effective role in maintaining quality. In hospitality sector, quality is very much
important and sustain in market. It is responsibility of high authority to minimize barriers and
develop effective system for maintaining quality and efficiency in business.

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Online
WHAT IS TOTAL QUALITY MANAGEMENT (TQM). 2019. [Online]. Available through:
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