Managing Quality in Health and Social Care: Perspectives, Standards, and Implementation Approaches

MANAGING
QUALITY

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
1.1. Explanation of perspectives of stakeholders in health and social care regarding quality1
1.2. Analysis of the role of external agencies in setting standards.........................................2
1.3. Assessment of impact of poor service quality on health and social care stakeholders.. .3
LO 2.................................................................................................................................................4
2.1. Explanation of standards that exist in health and social care for measuring quality.......4
2.2. Evaluation of different approaches to implementing quality systems.............................5
2.3. Analysis of potential barriers to delivery of quality health and social care services......7
LO 3.................................................................................................................................................7
3.1. Evaluation of effectiveness of systems, policies and procedures used in Stretton Nursing
Home (SNH)...........................................................................................................................7
3.2. Analysis of other factors that influence the achievement of quality in health and social
care service.............................................................................................................................8
3.3. Suggestion of ways in which health and social care services could improve its quality 9
LO 4...............................................................................................................................................10
4.1. Evaluation of methods for evaluating health and social care services quality..............10
4.2. Discussion of impact involving service users in evaluation process have on service
quality...................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Managing Quality in health and social care is a very important and imperative element that
is associated with effective and essential improvements in the overall service quality, along with
the infrastructural requirements of a particular care organisation that provides enhanced benefits
to the service users of the same. It is a very important element which the organisations must
adopt and implement in order to ensure that the service quality which is being provided by them
is at par with the industrial standards, as well as perception of patients and their peers (McColl-
Kennedy and et. al., 2017).
Hence, in regards to this, the report below is based on Stretton Nursing Home (SNH),
which is one of the care homes in United Kingdom and currently facing a lot of quality issues
following the Care Quality Commission (CQC) inspection. Therefore, the report would be
undertaking different perspectives of quality in relation to health and social care services. Along
with this, the assignment would also be analysing various strategies for achieving quality in
context of these services. Furthermore, evaluation of various systems, policies and procedures in
health and social care services is also a prime focus of the report. Additionally, the assignment
would also be evaluating various methodologies for evaluating health and social care service
quality.
LO 1
1.1. Explanation of perspectives of stakeholders in health and social care regarding quality
Stakeholders are the individuals who are in association with a care organisation have
experience and have direct or indirect impacts from the working of the organisation (Cardona-
Morrell and et. al., 2016). Therefore, it is crucial to explain their perspectives in health and social
care regarding quality. Hence, in case of Stretton Nursing Home, there are several stakeholders,
perspectives of whom are explained below:
 Staff:
One of the prominent stakeholders of SNH is the staff members of the organisation who
support the professionals into giving an effective service to the patients. These include nurses,
care assistants and majority of workers that work within the organisation. They perceive
professional growth and effective career opportunities, along with better appraisals for their
services (Nelson and Staggers, 2016). Moreover, they wish to explore the technological
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advancements in the care organisation and work with latest techniques and procedures. However,
within SNH, this perspective is not being met, as considering the CQC inspection, there were no
training or proper induction being given to staff members, as well as strict deadlines were set for
them to perform their tasks, which led to massive downfall in their performance quality (Flick,
2018).
 Service Users:
These are the one which acquire the services within the care home. Their perspectives
include high quality service, effective communication, fulfilment of their medical and personal
requirements, proper diet and nutritional requirements and so forth. Within SNH however, the
perspectives of service users are not fulfilled, considering the fact that the inspection pointed out
that the dietary requirements of the patients are not fulfilled. Along with this, there is minimal
safety due to ineffective risk assessment, along with placement of the service users in several
undignified situations.
 Care Providers:
These are the professionals working within the care home and who are actually required to
provide the social and medical services to the individuals. Since they would be the one’s directly
impacted towards any action of the company, their perspective related to the firm is to get high
ratings in CQC commissions, which includes low turnover of staff, high quality recognition,
government support and so forth. However, this perspective is also not fulfilled as the inspection
from CQC highlights major ineffectiveness in the quality standards of the organisation, along
with high staff turnovers and gaps within the organisation currently and poor safety and service
quality (Surr and et. al., 2017).
1.2. Analysis of the role of external agencies in setting standards
External Agencies are the associations that are regulated by the government directly, as
well as are responsible towards providing the care organisations with commissioning expertise
towards their health and social care quality standards. Therefore, in context of SNH, some of
these external agencies and their roles are analysed below: Care Quality Commission (CQC):
This is one of the most crucial independent regulatory organisations in the United Kingdom,
that plays the role of regulating, setting up standards, as well as monitoring the overall service
quality provided to the service users. They are responsible towards inspecting that the required
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