Managing Health Care and Social Services

The provided document is an assignment on managing health care services. It includes references to various studies and papers on topics such as unit costs of health and social care, public service management, and strategies for implementing clinical innovations in health and mental health. The assignment likely requires students to analyze these resources and apply their knowledge to a specific scenario or question.

MANAGING QUALITY
IN HEALTH AND
SOCIAL CARE

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
Analyse the perspective of stakeholders in social and healthcare in context with quality..........1
Role of external agencies in setting quality standards................................................................2
Assess the influence of poor service quality on health and social care stakeholders .................3
TASK 2............................................................................................................................................4
Define the standards exists in social and health care for measuring quality...............................4
Evaluation of different approaches to implement quality systems.............................................5
Analyse potential barriers to delivery of quality health and social care services.......................6
TASK3.............................................................................................................................................7
3.1 Effectiveness of systems, policies and procedures used in health and social care................7
3.2 Factors that influence the achievement of quality.................................................................8
3.3 Ways for improving quality of services in health and social care services...........................9
TASK4...........................................................................................................................................10
4.1 Methods of evaluating health and social care by considering external and internal
perspectives. .............................................................................................................................10
4.2 Impact that involves user of services in the evaluation process..........................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Quality management is referred to the act of performing different tasks and activities so
that a desired level of excellence can be maintained for a specific work. Management of quality
involves determination of quality policy, creation and implementation of quality planning,
quality improvement and control etc. It emphasizes on long term goals of company by
implementing the short term initiatives (Amin and Zahora Nasharuddin, 2013). This assignment
is based on Rose Meadow which is social care company, headquartered in England, UK. This
report will cover about perspective of stakeholders in health care for society along with role of
existing agencies in setting standards. Impact of poor service quality on stakeholders and
standards for measuring quality are discussed. Approaches of implementing quality system,
potential barriers to delivery of quality, effectiveness of system, procedures and policies in
achieving quality are also mentioned in brief. Factors related with achievement of desired quality
and ways to improve quality standards are discussed. At last, methods of evaluating health care
service quality along with impact of involving users of service in evaluation process is
mentioned properly.
TASK 1
Analyse the perspective of stakeholders in social and healthcare in context with quality
Rose Meadow is an UK based Norse care facility which is a renowned and well respected
organisation in local level due to their high quality and dignified care services for people. It is a
two storey care home which is situated at North Walsham, England, UK. This agency provides
residential care to more than thirty three older peoples. Quality is defined as a degree of
excellence. In context with people, quality is referred to a distinctive characteristic and attribute
which differentiate them from their competitors. Quality is considered as a perceptual and
subjective attribute which varies from people to people (Rose Meadow, 2019).
Stakeholders is referred to an individual, organisation or group of people which have
concern or interest in a business organisation. Stakeholders of a company can impact or get
impacted by their policies, actions and objectives (Brett and et. al., 2014). In context with Rose
Meadow, main stakeholders of company are directors, investors, creditors, customers,
employees, government and its agencies, suppliers, unions, business owner and community from
which resource to perform business activities are collected. Some stakeholders of company are
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more important than other stakeholders. Perspective is defined as a particular way or attitude
towards an aspect or topic. It is referred to the point of view and individual holds for a study of a
topic. Perspective of an individual decides the manner in which something is perceived. In case
of Rose Meadow, perspective of three main stakeholders about service quality are discussed
below:
Perspective of stakeholders about service quality in organisation
 Perspective of patients: These are those persons which seeks the residential care
services of Rose Meadow and have their own opinion regarding the quality of service.
According to the perspective of patients, the quality of services which are provided in a
home care must meet the basic needs and opinions of service seekers or customers. In
case of Rose meadow, they are given sufficient meals to eat and beverages to drink. Staff
treats them with care, love and compassion. People are also given emotional support due
to which they are happy with healthcare. For ex, residents residing in home care measure
quality by the facilities, safety, response, confidentiality and service they receive at Rose
Meadow residential care. According to patients, they are given services of good quality.
 Perspectives of staff: Different workers in Rose Meadow are nurses, doctors, managers
and other staff members. Perspective of staff in Rose meadow is that if the basic needs of
people will not be fulfilled then it is essential for company to analyse the reason behind
their inefficiency. As per their opinion, quality is referred to the outcome of service users
and the result of care and positive treatment which is performed by them. The perspective
of workers about service quality is the adoption of adequate skills so that proper care and
facilities can be provided to needy people. In case of Rose meadow, they feel that they
must be given proper support and guidance from government so that they are able to
serve their patients in a proper way.(Care Quality Commission, 2012).
 Perspective of legal bodies: Different legal bodies like health service commissionaire,
central quality commission, NHS etc. are some organisations that sets the benchmarks in
social and healthcare sector. According to the preservative of CQC and NICE for service
quality is to provide healthy meals and drinks to patients which are living there and offer
them a family environment so that they can live happy. As per the preservative of legal
bodies, Staff members in Rose meadow are required to ensure that all customers are
comfortable and living a balanced life. If quality standards will not meet then, these
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shareholders can take strict actions against Rose Meadow. In some situations like
providing air condition to patients, organisation lacks. Other facilities provided there are
effective.
Role of external agencies in setting quality standards
There are different external agencies which plays a considerable role in setting
appropriate quality standard for Rose Meadows. Some of these external agencies are CQC,
NICE, Healthcare inspectorate etc. Role of these agencies, in the working of Rose Meadow is
mentioned below:
Care Quality Commission- It is a non departmental public organization headquartered in
England. This agency has the work to monitor the healthcare service offered by a healthcare
organization. In context with Rose Meadow, role of CQC is mentioned below:
Roles of CQC
 Inspects activities and operation of company without prior intimation
 To identify if proper services are given to service seekers or not.
 To inspect, monitor and rate services which are given by health and social care
organization.
 Taking different actions to protect individuals which take healthcare services.
National institute for clinical excellence- It is a non departmental and public
organization in United Kingdom which works in four different fields such as usage of health
technologies, offering clinical practice, guiding public sector worker. This organization sets a
benchmark for Rose Meadow in comparison with the service offered by market leaders (Curtis
and Burns, 2015).
Role of NICE:
 Developing advice and evidence based guidance for public health and social care
practitioners.
 Formulating quality standards for public health and social care services.
 Offering performance matrix commissioning and healthcare organizations. Offering wide information to practitioners, managers around spectrum of social &
healthcare.
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 Healthcare Inspectorate- This agency will monitor and inspects the overall performance
of social and healthcare firms. If any customer or their family have any suspects, they can
ask this external agency to inspect the services which are given by Rose Meadow to their
residents and other service seekers. Role of this agency is to inspect organizations like
Rose meadow if patients and its family are not satisfied with the facilities offered to
them.
Assess the influence of poor service quality on health and social care stakeholders
In accordance with the given case study, it is acknowledged that the service quality which
is offered by Rose Meadow is not as the expectations of residents living there. Due to this,
people residing there are not satisfied and do not feel safe. Poor service quality is defined as a
procedure where client is not given best services due to which their satisfaction for products of
company reduces in a considerable manner. In this context, below are mentioned some
stakeholders like service-users, workers and legal bodies to acknowledge the impact of poor
quality service on them:
Patient: These are those people which avails service from the concerned health and
social care organization. Because of bad quality service, service seekers will not feel comfortable
in residing the rooms provided by them. If basic facilities such as healthy food air conditioners
are not offered, due to which they feel disturbed in sunny days. This impacts their mental
stability also due to which they may start disliking the services given to them. Due to this, their
health can deteriorate and they will not be able to live a normal life. (Care Quality Commission,
2012).
Workers: Due to the poor quality services, employees of an organization get impacted in
an adverse manner. Because to this, organization will not be able to sustain a strong presence in
marketplace and employee turnover will be very high. Due to poor quality services available for
patients, employees will feel frustrated and they will further deteriorate the quality of service due
to lack of interest. Due to poor quality, productivity and effectiveness of Rose Meadow will be
reduced due to which employees will feel reluctant in delivering their best performance
Legal bodies: If health and social care organization such as Rose Meadow will offer poor
service quality to their service seekers then satisfaction level of legal bodies like CQC, NICE and
other bodies will reduce (Doherty, Horne and Wootton, 2014). Due to which, these legal
organizations have to take strict legal actions against Rose Meadow which can destroy the
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reputation of company in UK. Beside this, company may have to pay heavy fines and penalties
also. As poor quality services will be offered to patients, legal bodies can cancel their license in
extreme cases. Other than this, legal bodies can charge them high fines, if patients or their family
members file a case against Rose Meadow.
TASK 2
Define the standards exists in social and health care for measuring quality
In the present context, each and every social and health care homes applying effective
strategies in order to provide special services to their customer's in a proper way. With the help
of this customer's can get higher facilities within the one place. Along with this, these standards
mainly being followed by the care homes that mainly ensures that practices of quality services
always operates the organisations in an effective manner. Standards are mainly known as the
levels of excellence that helps organisation in order to achieve their goals and objectives in a
proper way. As per the given scenario, company is needed to have good standard in order to
improve the quality services within the health and social care. Along with this there are more
standards which mainly involves in the code of practices, standard by NMC, ISO and so on.
Which always gives good assurance regards the quality within the organisation.
Therefore, there are different kinds of standard and method which is followed by the care
homes in order to measuring the quality, those are given below:
CQC: This refers to the care quality commission, which mainly focuses on the treatment
and care in which they can meet the customer's needs and requirement in order to give effective
support to their people in an appropriate manner. It also has dignity and respect by giving
treatments and care to the people in order to develop independence within the marketplace. The
main things is that every people is treated equally in an effective manner. Therefore, CQC
formulate 1 standard, which is given below:
Fundamental standard: According to this, CQC develop new standard in order to
provide different kind of facilities and health care services to their patients and people. On the
basis of this they can make better treatment and able to fulfil consumers needs. In reference with
Rose Meadow, as they are providing better quality of services if they will follow this strategy,
then they can give better treatments to people by giving effective facility in a perfect way.
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NMC: It refers to the nursing and midwifery council it mainly concentrates on the nurses
who are working in the health care as well as employed in the health care. Therefore, on the basis
of this they can support to people in a proper way. During this system or standard people can get
facility in a proper way.
Standards of midwife and proficiency: According to this aspect NMC can conduct
different kind of programmes within the hospitality sector so that they can get better and safe
environment by using proper practices in a perfect way. In reference with Rose Meadow,
midwife and nurse refers to royal pharmaceutical society in order to make proper framework in a
particular way. Therefore, it is necessary to use for giving better instruction to patient and
implement on unique plan. With the help of this they can feel safe and able to resolve issues
within the health care places.
NICE: National institute for health and care excellence, provide different kind of
standard to people. It is necessary for those people who are suffering from kind of issue related
with their health on the basis of this they can get better resolution and feel happy. In reference
with Rose Meadow, they are using this excellence health and care services in which they can
take any kind of help from them and give satisfaction to people in a particular manner.
Evaluation of different approaches to implement quality systems
Quality system is defined as continuously managing and improving organisational
processes so that highest customer satisfaction can be achieved by spending minimum cost.
There are different approaches such as CQI, quality control, quality that can be used and
implemented by Rose Meadow so that services with high quality can be offered to the service
seekers. In context with Rose Meadow, some approaches are discussed below:
Total quality management: This is defined as a continuous process in which errors in
supply chain management or manufacturing are detected, reduced and eliminated. TQM works in
accordance with customer focused processes so that continual improvement in business
operations can be achieved. It is the major approach through which Rose Meadow can maintain
their quality standards along with identifying areas where further improvement can be made.
PDCA cycle along with TQM
To implement TQM in a proper manner, owner at Rose Meadow is needed to adopt
PDCA principle. This will benefit the concerned organisation in carrying out continuous
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improvement. Following PDCA will allows an organisation to examine their business process
in a detail manner so that they can properly plan what they want to improve (Gurewich, Prottas
and Sirkin, 2014). By implementation and checking of processes at regular time will help Rose
Meadow in acting widely.
There are some principles of TQM which are mentioned below:
 Patients of home care determines the quality of services. Rose Meadow can only gain
success if the needs of consumers can be understood and fulfilled in a proper manner.
 All workforce of Rose Meadow must give equal participation to achieve desired results.
Leadership to maintain high quality is the responsibility of top management.
 For carrying out continuous improvement, Rose Meadow will require statistical
reasoning with facts and data so that problems can be solved in a desired manner.
 With the help of systematic and strategic approach, an organisation can achieve its
objectives, mission and vision. By formulating effective plan, manager in Rose Meadow
can integrate quality as an essential aspect while providing service.
Merits of TQM: There are different advantage of TQM such as when it is applied consistently
over specific time period, then expenses and costs of company reduces. TQM assists in offering
better services, customer satisfaction of organisation will increase. It also defects reduction due
to which service quality is improved considerably.
Demerit of TQM: Major disadvantage of TQM is that if management of company will not be
able to implement entire process in a successful manner then partial efforts will also fail. Due to
which employees will get frustrated and their efforts to serve customers will also reduced.
Clinical Benchmarking: This is defined as a quality improvement tool. This benefits in
structuring, formalising and facilitating how business practices of different companies are
compared and developed. It is referred as the procedure of measuring processes, products and
services of an organisation against that organisation which is considered as market leader in that
field. This approach will benefit Rose Meadow in identifying systems, processes, areas and
procedures so that improvements in quality can be carried out with the formulation of effective
plans and policies (Powell and et. al., 2012).
Demerit of Benchmarking: Major disadvantage of this approach is that it lacks in measuring
the overall defectiveness of operational metrics. This approach is restricted only to measure the
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efficiency. This approach will only tell about the standards of other home care but not about the
situation under which those standards were gained.
In context with Rose Meadow which is a residential healthcare provider, business owner
can adopt total-quality-management approach to improve the quality of their services and
facilities which are provided to the service providers. By using the principles of TQM, manager
of service care will be able to eliminate those aspects which are not adding any value to the
healthcare institute. By this, effectiveness of company will enhance in a considerable manner.
Analyse potential barriers to delivery of quality health and social care services
Barriers are the obstacle or fences that hinders the effectiveness of a work. There are
different barriers and problems that can impacts the delivery of quality services in social and
healthcare sectors. Due to these barriers, an organisation became ineffective in providing
standardised services to their customers. This is the reason, these organisations are not able to
sustain a strong place in marketplace. Below are mentioned some reasons or barriers that acts as
a blockade in delivering quality services:
 Lack of concern: In some situation, staff members of company feels that there is no need
to alter the facilities and care which are provided at residential care agencies. This can be
the reason due to which services offered at Rose Meadow are not standardised and of
high quality. Due to lack of concern, staff at Rose Meadow which is given low salaries
may feel that they are not given proper value, due to which they resist while offering high
quality services to the residents. This will reduce the ineffectiveness of healthcare centre
due to which their market reputation will reduce. (Rosenau, Lal and Lako, 2012).
 Lack of resources: This is another potential barrier in providing quality services to the
service seekers. To provide facilities and services in a desired manner, concerned
organisation needs adequate sources like time, capital, employees etc. if any of these
resource will be lacked then it will be difficult for firm to deliver good quality service.
For example, rooms offered to older people for residency have not facility of air
conditioner due to which, it is very difficult for those elder people to live there in
summers. Here, lack of resource acts as a barrier in providing expected quality standards.
 Lack of focus: Due to ineffective leadership style, systems, plans, procedures and
policies, it became difficult for an organisation to offer quality service to its customers.
For example, in context with the case study of Rose Meadows, if leaders will not guide
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employees in a proper manner and offer them required training sessions, they will not be
able to deliver quality service to people residing there.
 Ineffective information sharing: If communication and interaction among employers
and employees are not effective at a workplace then it is not possible for them to
delivering quality service in a timely manner. Lack of communication at Rose Meadow
can be a big barrier in providing appropriate service to customers. As due to
unavailability of information, employees will not be able to serve patients in a
standardised way.
TASK3
3.1 Effectiveness of systems, policies and procedures used in health and social care.
Systems, policies and procedures are very important for the effective and efficient
working of Rose Meadow. The health and social care have proper system which have defined
and organised policies and procedures which works for the attainment of business goals and
objectives. When there is proper system defined then the Rose Meadow will know the different
policies of the organisation. These policies and procedures are required because they set the
general guidelines and helps in making decisions (Valentine, Nembhard and Edmondson, 2015).
By preparing and setting the policies, the organisations are able to effectively communicate with
the employees to achieve the desired results. In health care atmosphere, setting policies can act
as foundation for providing safe and cost effective quality care to the individuals. In present
technological world, the majority of the health and social care organisations are enabled with
advanced technology. It assures that employees can easily and effectively reach to the
information and can communicate with managers and various stakeholders. The Rose Meadow,
by setting proper policies and systems, provides an assurance of rendering the best level of care.
Maintaining quality is a very difficult aspect in present business world and so the
organisation will focus on evaluating the three-different aspect of the quality assurance which
will be used by Rose Meadow in order to maintain the quality. They are discussed below:
 The systems which are used by the Rose Meadow for protecting and safeguarding the
patients and other members from various risk and threat are to provide the proper and
relative training to the employees. The trained staff knows and understands their
responsibilities are are familiar with the local safeguarding policies and practices. The
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staff will have used the medicines and injection in a proper manner. As per CQC report,
the people who are responsible for managing and assessing the risk were actively
involved in making different decisions in the health care organisation. Furthermore, the
records of the customers are properly stored, controlled, secure and is available to the
staff members. The organisation has effective systems which will help in providing
promotions and encouraging concerns which is required to be shared appropriately.
 The Rose Meadow followed the services of using the medicines safely. For this, they
have developed the system in which the patients will be given medicines only when the
trained professionals will be available and in their absence no medicine will be given to
them until and unless prescribed. This is because the providing medication should plans
and records of how they are to be given. As per this service, the CQC report has
identified that only the trained staff is liable for providing the medicines to the patients.
Therefore, the people who makes use of such services has different care plans and
medication records which supplies the information regarding how to give the medicines
to the patients. The CQC report has provided the proper set of different protocols to the
staff regarding the different medicines.
 The system of audit was conducted in the Rose Meadow regularly, where the purpose of
this will be identify the risk and threat which can affect the patients health. The staff of
the organisation is trained enough to effectively record and report the incidents which are
of greater concern for the safety of the patients. For this, as per CQC inspection report,
the service makes an assurance that there are appropriate number of staff members in the
organisation in order to meet customers safety and security. The company has followed
robust recruitment procedure in which reference has been obtained and disclosure and
barring services has been checked out.
3.2 Factors that influence the achievement of quality.
Quality is a very crucial factor when any kind of services is delivered. In the present
business world, due to the higher level of competition, the organisations are placing more
emphasis on providing extraordinary services to the customers which are of superior quality by
leaving the customers satisfied. The important purpose for setting the quality standards in health
and social care organisations like Rose Meadow, is to place emphasis on understanding the
actual questions which are creating problems in maintaining the quality standards. Therefore,
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there are various different types of factors that have an influence in the achievement of quality.
The main elements or factor which influences the achievement of quality is the skills and
potential of employees. It is very important that the health and social care organisation have
effective workforce who poses the ability which can help them in maintaining the quality.
Furthermore, the identification and analyses of the customer needs and requirements is
another important factor which influences the achievement of quality. In present world, patients
are becoming more conscious of the superior quality services, they want all the services nearby
or within the health and social care organisation. So Rose Meadow has worked immensely on
providing the effective and efficient services in the organisation itself. Apart from this, when
customer will be satisfied with the services as per their needs and requirements then this will
automatically contributes in overall quality improvement in the system.
The another important factor which depicts the influence on the achievement of quality is
access to the information. The health and social care organisation has several types of
combination of information (Provost and. et. al., 2015). They must concentrate that such
information must not be used by unauthorised person because they can harm the quality
perspective of the organisation. Furthermore, confidentiality and privacy of such information is
very important in order to accomplish the desired objectives. The rose meadow has stricter
storage of information of organisations and patients that helps in maintaining proper
confidentiality.
The bad atmosphere of the organisation has a greater influence on the quality of the
services provided by the Rose Meadow. This is because, bad and poor atmosphere will
discourage people to work for the accomplishment of business goals and objectives. This will
further hamper the team spirit and conflict will arise between the individuals and employees
working with the organisation which will lead to the poor result generation. When people remain
demotivated then they do not feel working for the company and this can even increase the labour
turnover rate, thereby leading to poor quality services. So for this, the leaders of the Rose
Meadow must be such that they work greatly in accomplishing the needs and requirements of the
customers and employees. They will be providing regular motivation so that they work properly
in order to accomplish the set business goals and objectives.
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3.3 Ways for improving quality of services in health and social care services.
Improving the quality in health and social care organisation is a very complex procedure
(Patti, Rapp and Poertner, 2014). The need and importance of health and social care
organisations is increasing at a rapid rate due to the increasing diseases and for this purpose,
Rose Meadow must concentrate on several aspects of the health and social care organisation so
that they can identify the weakness areas which needs to be improved in order to provide assured
and improved quality services. The organisation is facing various issues like poor infrastructure
where patients suffer a lot, the staff does not give importance to the needs and requirements of
the patients, the organisation has unskilled staff which lacks several skills, traditional techniques
of working style which minimises the effectiveness of patient’s treatments. Therefore, for
improving the quality, the Rose Meadow can consider the following steps in order to attain
business goals and objectives:
 Development of infrastructure: The Rose Meadow must focus on developing the
infrastructure of the health and social care organisation (Noe and. et. al., 2017). This must
be free from water leakages, proper fixing of water pipelines, the rooms for the patient
and doctors must be clean and have all the relevant things which are needed for their use.
 Training: The Rose Meadow must regularly concentrate on rendering the required
training for the development of quality services within the health and social care
organisations. The term training is concerned with providing learning abilities to the
employees, staff, nurses and other people working within the company so that they can
perform the necessary task or activity in a desired manner. The issue of making the
workforce skilled enough so that they can deal with problems and difficulties.
 Motivation: The organisation must regularly motivate their staff and other team
members which will influence them to work for the betterment of customer services. This
motivation can be financial or non financial in nature such that the group of employees
will remain motivated in order to accomplish the desired task (Nelson and Staggers,
2016). Therefore, when employees and staff will be motivated then they will provide
better treatment and services to the customers such that they will be satisfied and this will
improve the maintenance of quality within the organisation. By doing the labour turnover
rate can be minimised and employees will work with full motivation and zeal towards the
accomplishment of business goals and objectives.
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 Technology: This is the most emerging term in present business world because every
business is adopting the newer and advanced technologies in its working. So therefore,
the Rose Meadow will use the latest technological equipment like blood pressure
checking machines, diabetes checking machines, x-ray equipment, etc. All these
equipment works with the help of technology and for this purpose it becomes very
important for the health and social care organisation to adopt these technical machines so
that they can generate better results and maximises the productivity (Milani and Lavie,
2015). Thus, this will contribute in improving the overall quality of the organisation.
With this, the health and social care organisation will be able to solve the problem of late
start of treatment of patients through which they have to suffer a lot.
TASK4
4.1 Methods of evaluating health and social care by considering external and internal
perspectives.
Evaluation of various methods for health and social care is important because this helps
in devising the proper solutions to the problems which are faced in ever method. By evaluating
each and every aspect, the health and social care organisation will be able to know the areas
which lacks efficiency and develops poor results and focuses on it to improve the same. So Rose
Meadow will consider the various internal and external perspectives in order to improve the
quality of the services provided by them. The following are the methods which takes into
account the internal and external perspectives:
 Six sigma: The approach of six sigma is concerned with rendering various tools and
technique to the organisation such that it can improve the potential of the company in
order to attain business goals and objectives (Dunning, Sinclair and Colagiuri, 2014).
By adopting six sigma, Rose Meadow will be able to improve the performance and
minimise the variations that will assist in reducing defects and increasing the employee
morale, profits and quality of products and services.
 TQM: The approach of TQM stands for total quality management which works for the
long term success of the organisation. By adopting TQM approach in the functioning
and operation, the Rose Meadow will focus towards the customers and improving their
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satisfaction. This will further involve all the relevant elements and constituents that
contributes to the overall and regular improvement of services in health and social care
organisations. Therefore, the concept of TQM will be very effective in order to attain
the business goals and objectives of the health and social care organisation and
providing an assurance of proper quality and authenticity.
 Continuous improvement: As the name suggest, this is the procedure of regularly
improving and examining the process. By adopting continuous improvement approach,
the Rose Meadow will be able to focus on growth of the health and social care
organisation and develops a proper culture for regular improvement (Doherty, Horne
and Wootton, 2014). It helps in planning the process, implementing the plan, checking
that the implemented plan is going as per the expectation and if any deviation arises
than proper and corrective actions are taken. This will help the health and social care
organisation in maximising their productivity and profits, have higher level of
flexibility which can adopt the changes rapidly in order to meet with the changing and
fluctuating needs of the customers. Thus, this will improve the overall quality of the
products and services offered by Rose Meadow.
Therefore, the best method which the company can adopt is the six sigma because it uses
the concept of DMAIC which helps in properly eradicating the defects and problems.
Furthermore, the result is easily measurable under the six sigma and improves the overall
efficiency.
Questionnaire for quality audit
Strongly
disagree
Disagree Neutral Agree Strongly
agree
Don't know
Q1. The
organization
tries to
design
quality into
new
services as
they are
0 0 6 7 9 3
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being
developed.
Q2. The
organization
has effective
policies to
support
improving
the quality
of care and
services.
0 0 0 8 15 2
Q3. The
quality
assurance
staff
effectively
coordinate
their efforts
with others
to improve
the quality
of care and
services the
organization
provides
0 0 3 10 8 4
4.2 Impact that involves user of services in the evaluation process.
The services which are offered by the Rose Meadow is used by the people and during the
evaluation process and various impacts has been derived by different set of users. The user or
customers of health and social care organisations are the patients who wants superior quality
15

services and does not want to compromise with their health (Curtis and Burns, 2015). So they
will highly be concerned about the level of health and social care services in providing medical
facilities and other related services due to the advancement in science and technology, the
customers or patients prefer higher services which generates proper results.
The quality system is a method through which the health and social care organisation will
regularly monitor and review the maintenance of services up to the performance standards. If
there is proper quality assurance in the Rose Meadow then the customer experience will be good.
They will be satisfied with the treatment which they have been offered by the organisation. This
will have a positive impact on the organisations reputation and goodwill. The technical
instruments used by the organisations helps the patients in deriving accurate and relevant results
and the medical facilities provided to them will provide them quick recovery from the disease or
problem suffered by them. But at the same time, improvement in quality services can also affect
the customer negatively because the health and social care organisation may increase the cost of
the services. When the cost for providing such services increases, then it sometime becomes
difficult for the customers in order to cope up with the expenses.
Therefore, it has been suggested to the Rose Meadow that they should focus on
maximising their services meeting the quality expectations of the customers. For this purpose,
the organisation should provide the services to the customers at minimum prices such that they
can afford it (Burwell, 2015). Quality is important not only for the betterment of the organisation
but it insure the safe, hygienic and proper atmosphere for working. This will also fulfil the
requirements of the customers by properly adopting the different methods of improving quality
like TQM, six sigma, etc. which eliminates defects.
Learning disability service in CQC
The service providers in CQC for learning disability will be rated positively in each and
every aspect because this will improve the communication and feedback provided by the
inspectors during the evaluation of the services. Majority of the providers of rendering the
learning disability has found it useful but some service providers claimed that the size of the
team is very large.
Mental Health Act Code of Practice 2015
The service of Mental health code is concerned with identifying and looking at various
things and the barriers which are found by the guidance. For this, the health and social
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organisations worked with different stakeholders. By working with them, they have realised that
there is lack of understanding in promoting, applying and reporting on guiding principles in the
code. The service care providers have not properly supported the staff members as per CQC
reports. This has restricted and limited them in proper conversation with the patients.
CONCLUSION
From above discussed report, it has been concluded that quality standards play an
important role in the engagement of stakeholders in health and social care sector. There are
different external agencies like national institute of clinical excellence, CQC, NHS etc. which
ensures that quality service must be implemented in a proper way. Benchmarking and feedbacks
are some techniques that can help business organisations to carry out required changes in their
quality dimensions. There are different barriers like shortage of manpower and funds due to
which it is difficult for businesses to ensure quality standards. There are various factors which
restricts the achievement of desired quality and with the help of stakeholders these restrictions
can be removed desirably.
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Online
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