Managing Quality in Health and Social Care Solved Assignment - Doc

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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