Quality Services in Premier Residency Care

The assignment examines the evaluation of quality services at Premier Residency Care. It highlights factors impacting service quality, such as poor management, communication issues, and hygiene concerns. The document proposes implementing changes to operational activities and emphasizes the importance of understanding consumer needs and wants to enhance service delivery.

MANAGING QUALITY

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Perspective of stakeholders regarding quality.......................................................................1
1.2 Role of external agencies to set standard of quality services in health and social care.........2
1.3 Impact of poor health services on stakeholders connected to health and social care............2
TASK 2............................................................................................................................................2
Question 4 Standards existing in health and social care ton measure quality of residential care2
(Q5) Different approaches to implementing quality systems......................................................3
(Q6)Analyze potential barriers to delivery of quality health and social care services................4
(Q7) Outline effectiveness of systems, policies and procedures used in the health and
socialcare setting in achieving quality in the service...................................................................4
(Q8) Analyze other factors influence in achievement of quality in HSC....................................5
TASK3.............................................................................................................................................6
Question 9 suggesting ways in which health and social care enhance quality of working.........6
TASK 4............................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
It is important to deliver the best quality services to the patients in the health and social care
setting (Brett and et.al., 2014). The report makes a comprehensive discussion regarding various
perspectives of quality services that are attached to it in the minds of stakeholders. Further, it
also focuses on the role of external agencies in setting adequate standards for the services. A
brief explanation will also be processed on varies approaches in order to implement quality
systems in the organization. Further, various factors that have direct influence on achievement of
quality in health and social service. Different quality management tools will also be discussed in
the report.
TASK 1
1.1 Perspective of stakeholders regarding quality
Quality is considered to be major concern of the stakeholders that are related to health and
social care. It is the vital way through which the customers can be satisfied. If quality services
are not provided to the customer then they do not return to the same organization again. Since,
the services that are provided in the hospital; may not be known to a lay man and it requires
adequate amount of knowledge regarding medical te4rm to make the assessment that whether the
treatment that has been extended to the patient is effective enough or not (Moorhead and et.al.,
2013). The assessment of the services can only be made if the patient is able to recover in the
certain period of time.
The main focus of the customer lies on high quality services and hence the objectives of
the organization must be aligned to the expectations of the patients. Other than treatment, another
major concern of the stakeholders is the safe and secure environment provided in the
organization. Another demand possessed by the hospital care is disease free environment and a
positive perspective towards maintaining the health of the individual at the workplace
(Antheunis, Tates and Nieboer, 2013). Legal and regulatory norms that are being issued by the
government and regulatory body must be fulfilled and all the benchmarks related to the quality
standards must be attained by the organization. It is important to build adequate amount of
respect in the social setting so that brand value for the organization can be created. Thus, these
are the significant aspects that are considered by the stakeholder while opting for any health and
social care organization.
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NHS plays an important role in ensuring that all the quality standards are met so that
quality services are provided to the stakeholders in the business practices.
Some other stakeholders are that are related to Mrs Bond condition are as follows: Service Users: As per a service user, Mrs Bond thinks that the quality of services has been
degraded. Since, she is the first person who is affected by the services of health care
department. Service Providers: The service providers are the one who are giving health care services to
Mrs bond. Care Quality Commission: CQC is the independent regulator of all health and social care
services in UK. They are responsible for inspection and regulation of hospitals, care homes,
general public surgeries and other care services. Hence, it has direct relation to set quality
standards for services given by Mrs. Bond. National Institute of Clinical Excellence: NICE plays an important role in bringing together
expertise in royal medical colleges and carer organization. It also plays an important role in
providing appropriate treatment to people with specific disease such as cancer. Since, Mrs.
Bond was suffering from cancer, she has direct relation to NICE. Family: These are one of the important stakeholders as any changes in the routine or
medication of mrs. Bond will create direct impact on her family members as well. Hence,
they should have all the information regarding treatment order of Mrs. Bond.
 Visitors: These are the people who come to visit mrs. Bond. They can be family, friends and
relatives. It helps in encouraging the patient appropriately that can directly contribute in
better delivery of health care services to her.
1.2 Role of external agencies to set standard of quality services in health and social care
Stakeholders are affected the most due to course of actions of health and social care.
Patients are the one who pay for the services and expects that the best possible treatment will be
delivered to them. The interest of stakeholders other than patient such as, health care
organizations, medical professionals and other health care providers are protected by government
bodies, professional organizations and labour unions as well.
The quality of services that is provided to the patient must be perfect. When quality meet
the services the end result delivered to patient is satisfying enough. Some external agencies for
the same can be care quality commission, national institute for clinical excellence, health service
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commissioners, professionals, managers, legal authorities. Some of the direct stakeholders of
services, carers, professionals, managers and support workers. These organization monitor that
how effectively the services have been delivered to the end users. Quality monitoring techniques
are used to ensures that all the benchmark being set are achieved.
Some other external agencies include, NICE, which has direct relation to giving treatment
to the patient with cancer or any other dreadful disease. Further, important role in played by Care
Quality Commission as an external agency which helps in setting the benchmark for quality
services provided in the hospital. Since, these stakeholders play direct role in functions of
services provided to the patients, there role is significant in case of Mrs. Bond as well, since she
is suffering from cancer and require these services from these external agencies. The main
perspective of all the health care agencies is to deliver quality services to the patients so that it
can effectively contribute to the health of the patient in a positive manner.
1.3 Impact of poor health services on stakeholders connected to health and social care
Poor services in NHS can have bad impact on the client, care worker, supervisor of health
care and all other stakeholders a well. The first thing that is considered while opting for social
and health care services is standard and quality
(Reuben and Tinetti, 2012). It should guarantee satisfaction of customers by using latest
equipment and machinery for treatment purposes. Further, a positive environment and caring
staff is required in this set of services. A poor quality of services can lead to lower down of the
confidence level of workers as well as patients. As per the case scenario, where wrong
assessment of disease was made. It was due to inadequacy of attention in order to treat the
patient. Right amount of training and development programme is required to be initiated so that
quality services are uninitiated in the environment. Further, it can also lower down the trust of
the stakeholders in that particular health and social care organization.
Service users are greatly affected by the services provided to them. Since they are first
people who come in direct contact to the services that are being provided by health care centres.
Poor service quality badly affects their health and make their condition even worse. Moreover,
the impact is also borne by supporting people who are with the service users. In the given
scenario, impact have been analysed by both Mrs. Bond and their family. Care Quality
Commission, who is responsible for benchmarking services, are not able to fulfil their duties
which is ultimately affecting the overall deliverables to the service users. Further, NICE is
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another external organization involved in delivering its valuable services to the patients at NHS.
However, it is not able to provide appropriate treatment to the patients as well which is further
degrading the condition of Mrs. Bond.
TASK 2
Question 4 Standards existing in health and social care ton measure quality of residential care
In order to measure the quality standards of NHS, there are various standards that can be
used to measure and achieve quality services in the organization. It is important that the best is
put forth to the patients. In order to make the assessment that whether the organization is meeting
the quality, it must be able to fulfil the standards issued by the government. Some of the key
measures taken by the government are:
 Care standards Act, 2000: The act is related to modernizing the tools and techniques
that are used to treat patients. It also ensures that the standards are met. Various
agencies are appointed who keep a check that whether the organization is able to
provide quality services to the stakeholders or not (Glasby and Dickinson, 2014).
 Best Value regime / Performance Assessment Framework (PAF): The legal duty is
placed for the government officials so that the quality standards of the organization can
be checked. Local authorities set their own benchmark and targets and ensure that all of
them are being met by the health and social care organizations in the entity. The
common criteria use measuring progress, reviewing instruments, assessment of
services and produce annual performance plan (Griffiths and et.al., 2012). Inspection
guide is also provided to the local authorities so that all the important aspects are
covered by them.
(Q5) Different approaches to implementing quality systems
The different approaches to implement quality in HSC are as follows:
1. Communication-
Communication is very important in HSC. There should be structured approach to share
information between peers. Clarity should be there about what information is to be shared with
regulatory bodies, with workers in HSC, with managers. In addition, feedback from service user
is very essential to assure quality of services and further improvement if quality is not good in
healthcare.
2. Planning-
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Clear and understandable approach is needed to constantly monitor quality system in
effective manner and which clearly demonstrates benefits to quality users (Booth, Gaspar and
Thrasher, 2016). In order to implement this, NHS should ensure planning of lines of reporting
which should be effective and workable in healthcare.
3. Roles and responsibilities-
The healthcare has responsibility to provide good service-to-service users. NHS has the
responsibility to support individuals to perform task by coordinating overall process effectively
which will achieve organizational goals.
4. Monitoring-
Monitoring is required so that actual performance can be matched with that of set
standards. This will provide NHS to be effective enough so that if any deviations exist in quality
system, then corrective action can be takento removethose deviations. As such, quality of
services will be provided to patients in effectual manner by healthcare. This will give healthcare
good reputation in market and patients will be satisfied with the services given by healthcare in
effectual manner.
(Q6)Analyze potential barriers to delivery of quality health and social care services
The delivering of quality care services, there are some barriers, whichare occurred in
providing services to patients. These factors make people resistance to change. Some of barriers
are apathy, cynicism, lack of resources and resistance to change (Brand, 2012). Apathy shows
that existence of barriers and disinterest of staff to change their old routines is apathy. They do
not believe in rules and procedures that promote quality system in healthcare institution. This
barrier backs NHS as it results in decreased quality of services to patients.
Another barrier is cynicism. It means that it discourages staff from doing better care. It
discourages it to change for some better quality services. Thesepersons thinks that it is not for
their benefit but it is beneficial only to managers. As such, they never agree on viewpoints. Their
thinking’sare developed in negative way and mistrust between their coworkers at healthcare.
This acts as hindrance in institution. Next barrier is lack of resources. This happens as they
excuse that they do not have enough money to spend and it became hurdle for institution
(Buchanan and Carnwell, 2011). Last barrier is resistance to change, it means that employee
never try tocome out of his comfort zone and as such, health care never improve upon its quality.
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It hinders the working of institution because if employees do not accept change then no
improvement can be done in healthcare to provide quality services to patients.
(Q7) Outline effectiveness of systems, policies and procedures used in the health and socialcare
setting in achieving quality in the service
The system, policies and procedures that are being implemented in Premier Health care
are of well tested so that improvement can be done in providing services to service users of it in
effectual manner. Such system are derived from care homes, which have been successful there.
The system should be instilled with the practices so that they can get ideas to provide efficient
services to patients. The system, policies and procedures should be followed and based on
innovation, good quality management of time. It should focus on ways of reducing errors and to
get valuable feedbacks from clients so that they may improve upon services to them.
These system should cater to needs of managers and should be innovative as it will help
them to minimize mistakes soas to avoid monetary losses to healthcare. Premier care home
should focus on providing, improving upon quality of services so that patients can be cured as
soon as possible, and they get healthy life to live happily. Other way to implement system can be
conducting surveys with each stakeholders to listen to their requirements and note down their
suggestions and recommendations so that improvement can be done in those weak areas by
institution in effectual manner. For this, efficient running of systems and policies and task
management is essential which will ultimately achieves healthcare goals and objectives for
betterment of it in effective way (Morath and Turnbull, 2013).
(Q8) Analyze other factors influence in achievement of quality in HSC
There are several methods to assess and influence in achievement of quality in healthcare,
such methods are role of external agencies, quality systems to be set up, desire of management
and workers or staff to provide good services to patients in effectual manner. External agencies
play vital role in influencing to quality standards like CQC. They do benchmarking to assess care
workers and care home to follow up on regular basis. They try to arrange seminars for them so
that knowledge can be increased and they can become skilled in their work. They testy
healthcare on timely basis to assess whether it is abiding by rules and quality standards or not.
They play major role in achievement of quality.
Quality system set guidelines forhealthcare to be followed by everyone and these
guidelines are governed to healthcare issues in the institution (Niles, 2010). These quality
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systems along with policies also provide procedural methods to get success in improving
healthcare services of Premier care home in effective way. The workforce should provide sincere
services to patients so that theycan be cured in the best possible way by healthcare institution.
They should perform their duties and responsibilities in the way that helps healthcare to improve
upon its services, provide, and impart quality services care to the service user or patients who
come for their treatment. This should be done with sincere effort by the healthcare to achieve its
goals.
TASK3
Question 9 suggesting ways in which health and social care enhance quality of working
In order to enhance the work performance as well as quality in the duties performed by such
individuals there is need to plan the adequate policies and procedures which in turn helpful for
the business operations of such health and social care units. In terms or attaining the
organisational goals there is need to make improvements in the small piece s of work or the
initial level of the business such as increasing the efficiency of the workers, facilitate the quality
services to consumers as well as adapt innovative changes to delivery the services to patients or
clients (Antheunis, Tates and Nieboer, 2013). Premier residential care home must implement
new strategies o plan which in turn helpful for making the adequate business operations as well
as overcome with the loopholes of the business such as inadequate staff members, lack of
equipments, lack of team work, poor work management as well as communication barrier.
However, there has been various ways on which the organisation can be able to make adequate
changes in the operational activities such as:
 The need to collect the previous year’s data such as form financial statements or the
annual reports of the business. It will be fruitful for managers in making the adequate
assumptions or budgets fro the future expenses.
 Taking feedback from the clients or shareholders of the organisation will be beneficial in
making the improvements in the areas of weaknesses.
 Improvements in the efforts made by employees will be fruitful in delivering the
satisfactory level of services to the patients of Premier residential care home.
TASK 4
Enclosed in PPT
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CONCLUSION
To make the improvements in the business operations of the health and care unit there is
need to make the adequate changes in the operational activities which in turn help the
professionals to deliver the quality services. Hence, there has been discussion which was based
on he factors which are influencing the evaluation of the quality services such as poor
management, lack or communication as well as unhygienic environment. However, the
professionals at Premier residency care have been suggested to make the efforts in implementing
the fruitful changes in such operational activities as well as focus over fetching information
regarding consumer needs and wants.
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REFERENCES
Books and journals
Antheunis, M. L., Tates, K. and Nieboer, T. E., 2013. Patients’ and health professionals’ use of
social media in health care: motives, barriers and expectations. Patient education and
counselling. 92(3). pp.426-431.
Booth, C., Gaspar, H.B. and Thrasher, A.J., 2016. Treating immunodeficiency through HSC
gene therapy. Trends in molecular medicine. 22(4). pp .317-327.
Brand, D., 2012. Social and health care integration: (1) The individual dimension. Journal of
Integrated Care. 20(6). pp. 371–378.
Brett, J. and et.al., 2014. Mapping the impact of patient and public involvement on health and
social care research: a systematic review. Health Expectations. 17(5). pp.637-650.
Buchanan, J. and Carnwell, R., 2011. Effective Practice in Health and Social Care. McGraw-Hill
International.
Glasby, J. and Dickinson, H., 2014. Partnership working in health and social care: what is
integrated care and how can we deliver it?. Policy Press.
Griffiths, F and et.al., 2012. Social networks–the future for health care delivery. Social science &
medicine. 75(12). pp.2233-2241.
Moorhead, S.A and et.al., 2013. A new dimension of health care: systematic review of the uses,
benefits, and limitations of social media for health communication. Journal of medical
Internet research. 15(4).
Morath, J. M. and Turnbull, J. E., 2013. To Do No Harm Ensuring Patient Safety in health Care
Organizations. Jossey Bass Wiley.
Niles, J. N., 2010. Basics of the U.S. Health Care System. Jones & Bartlett Learning.
Reuben, D. B. and Tinetti, M. E., 2012. Goal-oriented patient care—an alternative health
outcomes paradigm. New England Journal of Medicine. 366(9). pp.777-779.
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