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Managing Quality - Assignment

   

Added on  2020-12-09

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Managing Quality
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Table of ContentsINTRODUCTION...........................................................................................................................3LO 1.................................................................................................................................................31.1 Explain perspectives that stakeholders in health and social care have regarding quality31.2 Analyse the role of external agencies in setting standards...............................................41.3 Assess the impact of poor service quality on health and social care stakeholders...........5LO 2.................................................................................................................................................62.1 Explain the standards that exist in health and social care for measuring quality.............62.2 Evaluate different approaches to implementing quality systems.....................................72.3 Analyse potential barriers to delivery of quality health and social care services in casestudy organisation...................................................................................................................8LO 3 ................................................................................................................................................93.1 Evaluate the effectiveness of systems, policies and procedures used in a health and socialcare setting in achieving quality in the service(s) offered......................................................93.2 Analyse other factors that influence the achievement of quality in the health and socialcare service...........................................................................................................................103.3 Suggest ways in which the health and social care service could improve its quality....11LO 4...............................................................................................................................................124.1 Evaluate methods for evaluating health and social care service quality with regard toexternal and internal perspectives........................................................................................124.2 Discuss the impact that involving users of services in the evaluation process has on servicequality...................................................................................................................................13CONCLUSION..............................................................................................................................14REFERENCES..............................................................................................................................15
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INTRODUCTIONHospitality industry is the largest sector for economic development of nation which helpsin rising profits and revenues. It is responsibility of manager who are running business shouldprovide proper services to their consumers (Bai, Nunez and Kalagnanam, 2012). The health andsocial care requires effective services for fast recovery of their patient. For that, they should havequality management to manage quality and services of organisation. It is defined as discipline forassuring procedure, benefits, output through which they have delivered, meeting stakeholderrequirements and fitting purpose. Managing quality is the main job and responsibility of managerto provide service along with high quality needs. The given project is based on Rose Meadoworganisation which provide care and support to people. It deals in service providing sectorand solve their problems and issues for effective health. The report covers stakeholders inhealth and social care, role of external agencies and impact of poor service quality. Differentapproaches use for implementing quality systems along with barriers. There are variousfactors which can influence achievement of quality and suggestion for improving ways forquality. Lastly, it highlights methods of health and social care service quality required forinternal and external perspectives. LO 11.1 Explainperspectivesthatstakeholdersinhealthand socialcarehaveregardingqualityAccording to definition given by World Health Organisation (WHO), quality of care isthe degree to which health and social care services is provided to patients and individuals forimproving desired health results (Batini, Comerio and Viscusi, 2012). For achievement of qualityof care, it is very important for health care to be effective, efficient, safe, equitable, timely andpeople centred. It is very important for Rose Meadow to provide quality of care to theirpatient so that they can recover very soon. Thus, care should be in terms of providing allfacilities and requirement to the individuals.Stakeholder is defined as group, person, individual or organisation which hascommon interest in organisation. They can affect actions, objectives and policies ofbusiness. The stakeholders of every sector is different from each others. For example, inorganisation, stakeholders can be directors, employees, government, creditors, suppliers andothers. Similarly, in case of health and social care, stakeholders can be attendants, doctors,
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patients, nurse, helpers and others. The role and responsibility of every stakeholder isdifferent 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 RoseMeadow. 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 fromtheir seniors person to assist organisation. They staff of Rose Meadow prefer high qualityservice in terms of facilities, medicine and others. They focus on providing and helpingpatients 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 thenthey cannot recover themselves in better manner (Beloglazov and Buyya, 2012). Care Taker- They are important stakeholder of Rose Meadow who work is to takecare their patient. They have high perception regarding all requirements which are necessaryfor providing help to their consumers. For them quality service means requirement ofequipment, tools through which care can be done for patients. 1.2 Analyse the role of external agencies in setting standardsExternal agencies are defined as entities like suppliers, government regulators, customers,partners, society who interact with organisation and influencing their performance but not indirect control. They ensure high quality of workplace and business practices. The externalagencies put pressure and stress on health and social care for following set procedures andstandards for providing quality of services (Beniston, Lal and Mercer, 2016). These agencieshas different roles for health and social care such as reducing complaints, increasing quality ofservices, 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 careservices. The role of different external agencies along with their importance of standard setting areas follows:Care Quality Commission- This is an external agencies which regulates premises aswell as care provided. There is registered manager who looks after CQC for managing variousservices. It is inspection body which focus on measuring care and quality of health services. This
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