[PDF] Managing Quality in Health and Social Care Services

The importance of managing quality in Great Britain in health and social care
Perspectives of stakeholder regarding quality in health and social
The stakeholders of an organisation are those people who plays an important role in actions,
objectives, policies and targets. It include staff members, clients and investors along with get
affected by profit or loss of the business. Moreover, it is necessary for every health care institution
to put efforts for increasing quality of health care services and its stakeholders also connected with
the decision for the same. In case of NHS Hospital, they also have certain stakeholders having
significant roles in boosting up effectiveness of medical services in health and social care are given
below -
Employees – The employees of given health organisation involve overall nurses, doctors,
ward boys, specialists, psychiatrists, surgeons and other staff members which are considered as
stakeholders. They have practical knowledge of every activity and have capability to analyse
relevant threats as well as improve effectiveness of medication procedures. Thus, employees can
provide suggestions in order to manage patient record and provide treatment in proper manner for
increasing quality of all services. Moreover, recommendations of staff regarding quality of services
to improve them which facilitate to solve problems faced by Alicia Richman.
Shareholders – The people who purchase shares of busines organsation in order to gain
better profit share from overall profitability of the same. They can provide recommnedations to
apply new technologies and software in operations which facilitate to achieve effective outputs in
appropriate manner. It will provide support to improve quality of services andboost up profiots of
business.
Customers – This can be described as patients of hospital who visit there to get an appropriate
diagnosis to remove disease and spend their lives comfortably. It is important for management to
build up more effective as well as efficient care facilities in order improve patient experience by
better quality of facilities. In context of NHS Hospital, they can take feedbacks from their clients
to evaluate their threats which is helpful to take desired actions for reducing the same in order to
boost up quality of services. Additionally, the complaints of Alicia Richman help management of
hospital to focus on important areas which provide support to improve medical services.
Government agency - This can be described as governmnet authorities who plays an important
role in improving quality of health services. They provide certain codes of practices, benchmarks
and guidelines to health care organsation to follow thme in accurate way. Moreover, it will
facilitate to increase efectivenes of clinical practices of NHS hospital and solve issues of patinets
like Alicia Richman for making her cure from cancer appropritely.
Investors – The investors can increase their amount of investment and advice management of
hospital to improve their services along with removing threats of the same. It will provide
support to improve overall facilities for admitted patients and medication services which reduce
risk of mistakes along with increasing. The NHS hospital can involve investors in their
discussion regarding which is beneficial gain more capital and boost up level of facilities. It will
help to Alicia Richman to gain better medications to overcome with her problem of breast cancer
easily and become healthy.

Role of external agencies for improving quality
The external agencies refers to those outside authorities or institutions which are responsible for
carrying out an effective as well as efficient inspections to analyse threats of hospitals. It is
beneficial to know about actual status of health care organisations which indicate about quality of
services getting by patients. In case of NHS Hospital, an external agency like National Institute
for Health and Care Excellence (NICE) and Care Quality Commission (CQC) provide them
proper guidelines for improving health care services appropriately. At the other hand, external
agencies have higher understanding about standards of health care services and know about
possible impacts of poor facilities on people. They are much aware about threats of medical
institutions and bear capability to build up an accurate strategies or practices which can provide
support to increase effectiveness of health services. However, it is mandatory for care providers
that they should remain carefully while giving medication because a single minor mistake may
leads to death of an individual. According to the case study, NICE & CQC are responsible for
providing better indications to obey standards and codes of practice which are helpful to improve
better quality of medication process as well as overall management of records of patients.
The NHS Hospital can utilise advanced technology to make communication including tactical or
emergency system and apply procedures by using an appropriate medications. It also include to
put efforts for boosting up effectiveness as well as efficiency of emergency units in order to deal
with complications immediately to save patient. As per case scenario, they are required to focus
on complaints of cancer patient named as Alicia Richman and other people for making desired
policies or practices to solve them properly.
Impact of poor service quality on the stakeholders
The poor quality of services impacts on different stakeholders which is not appropriate ad it also
affects goodwill of organisation in negative way. It involve different stakeholders in order to get
suffered by inappropriate facilities which are provided in specific health institution. Moreover,
staff members, investors, customers etc. are associated with objectives of organisation and
suffered by profits or loss as well. Impacts of poor service quality in stakeholders of NHS
Hospital are explained further –
Staff members – The poor quality of service results into decreasing image of given health care
organisation which facilitate to stop growth of business. However, reducing profitability effects
on incentives, remuneration and other benefits of employees so that their suggestions are
important to be considered while making new decision regarding quality. Investors – The
investors are such individuals who invest their funds in order to conduct various operational
activities on regular basis after which desired rate if return should be withdraw from organisation
from profit. Moreover, poor quality of services impacts negatively on profit amount which
decrease profitability of investors of NHS Hospital.
Impact of poor services affects Alicia –
 She experince decrease in quality of care by getting incorrect treatment due in
appropriate plan of the same.
 Staff of hospital ignore important symptoms due to which improperr diagnosis
conducted which impacts negatively on health of Alicia.
 Behaviour and practices carried out by professionals is not appropriate which is
responsible for creating health issues for Alicia abd she wanst improvemnet in standards
of cleanliness, communication, waiying time, behaviour of employees etc.