MANAGING QUALITY INTRODUCTION 1 TASK 11 1.1 Role of external agencies to set standard of quality services in health and social care

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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