Managing Quality In Health And Social Care

This document discusses the importance of managing quality in health and social care, including the perspectives of stakeholders and the role of external agencies in setting standards. It also assesses the impact of poor service quality on stakeholders and evaluates the effectiveness of systems, policies, and procedures in achieving quality in health and social care services.

Managing Quality In
Health And Social Care

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Explanation of perspectives that stakeholders in health and social care have regarding
quality.....................................................................................................................................3
1.2 Analyse the role of external agencies in setting standards...............................................4
1.3 Assess the impact of poor service quality on health and social care stakeholders...........5
TASK 2............................................................................................................................................5
Covered in PPT.......................................................................................................................5
TASK 3..........................................................................................................................................14
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the services offered.......................................................14
3.2 Analyze other factors influencing the achievement of quality in health and social care
service...................................................................................................................................15
3.3 Suggest ways in which the health and social care service could improve its quality....15
TASK 4..........................................................................................................................................17
Covered in Fact sheet...........................................................................................................17
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Managing quality refers to make innovative policies and practices in order to increase
effectiveness of clinical procedures for improving patient outcomes. It includes the criterion of
adopting new ideas and advanced technology for enhancing efficiency of care practitioners and
accuracy of information to make appropriate decision regarding treatment of people (Dowding
and Barr, 2018). In context of this report, it is based on New Rise Care Home which provides
desired care services and medication to people for making them disease free. It is situated in field
of landscaped garden over hills having qualified staff to provide high quality residential care for
elderly residents. This assignment will focus on perspectives of stakeholders and role of external
agencies in care quality & standards. It will also include quality measuring standards, approaches
to implement quality systems and potential barriers to delivery better quality of care services.
The factors influencing achievement of quality and methods of evaluating service quality is
given below.
TASK 1
1.1 Explanation of perspectives that stakeholders in health and social care have regarding quality
Health and social care related quality varies among individuals. In healthcare and social
care services there are number of stakeholders with different perspectives regarding quality.
Some of the stakeholders in healthcare system are managers, inspective bodies, care service
owners, business owners, suppliers, service users etc.
Perspective of service candidates: Individuals who analyse the service of New rise care
home hospital have their own individual perspective regarding quality. The quality should match
the standards of patient satisfaction such as patients like Mary Johnson who had a bad
experience. Moreover if respective healthcare is not able to fulfil the needs of patients must come
up with valid reasons and should analyse them to work on it (Mintzberg, 2018).
Perspective of staff members: Workers or staff members who are supplying their
services to service seekers or healthcare professionals are needs to develop their quality (Nelson
and Staggers, 2016). Possibilities are when staff members are motivated by their mangers and
encourage to work properly in order to give best outcomes. Rewards can be provided to the
employees to encourage them to perform clinical practices efficiently.

Perspective of experts: Performance of New rise care home hospital depends on
technical services also. Maintaining quality standards through each and every staff members help
for the development of organization. Irrespective of this, Functional quality of the London NHS
hospital such as auditing, data collection, keeping records, asking for feedbacks from patients
like Mary Johnson who gives actual feedbacks are necessary to work on quality standards.
Nurses and staffs should adapt the changes made by managers and should work according to
advance technology.
1.2 Analyse the role of external agencies in setting standards
In order to treat patients right way and to reduce risk of complications in health and social
care organizations, some guidelines are need to be set by external agencies (Stanhope, 2017). For
instance, a patient name Mary Johnson was diagnosed incorrectly in hospital and prescribed an
incorrect treatment. Some of the external agencies are:
National institute of clinical excellence: NICE give suggestions and advices to national
health services in UK. Their prior role is giving timely advices to health and social care services.
They also develop some standards for the hospitals. NICE provide useful information to
healthcare organizations.
Care Quality Commission (CQC): It is a non-departmental public body situated in UK.
CQC set some standards for New rise care home hospital in order to improve their facilities and
services. CQC also administer services at health and social care. CQC take strict actions if their
guidelines are not followed by any hospital. Once knowing the urgent issues, a HSC develop
specific programs to work on it.
Health service commissioner: Role of HSC is to improve the quality of clinical
practices in healthcare systems. A health commissioner analyzes medical needs of the society.
Being a HSC a person needs to read daily reports of number people in a society getting sick.
Execution of plans needs doctors and professionals consultants to tell them about new protocols
(Söderström, Eriksson and Åhlfeldt, 2016). However, such actions can also be done through
giving interviews, writing articles and communicating with leaders.
However, irrespective of all this local authorities also play a role in health and social
care. They develop certain standards for hospitals to be followed by them and ensure
development and management of quality standards for public health and society.

1.3 Assess the impact of poor service quality on health and social care stakeholders
In health and social care quality is an important component with many perspectives and
interpretations. It is an important aspect for stakeholders of health and social care to maintain a
high quality service. If quality is not improved in social and healthcare organization, some
serious consequences could occur. A hospital should build a proper management structure to
provide best facilities. However, failure in implementing quality improvement can lead a bad
impact on health and social care stakeholders (Gupta and Rokade, 2016). Quality of organization
will effect on a serious note due to bad services. It can affect the cost productivity of
organization and will put a direct impact on profitability of New rise care home. Poor service
quality can effect patient satisfaction and which will lead to shutting down of hospital. It affects
the brand building of organization.
Being a part of healthcare system it is mandatory for hospitals to maintain a good quality
of services otherwise some strict actions will be taken against them. Service users will be
effected by bad quality services in a vast range. It will put a negative impact on service users of
respective hospital and it will loose its customer loyalty. It can be hazardous for service users of
hospital if they use poor quality equipment and machines. It would lead to bad experiences for
patients and they will doubt on their safety (Gardner, Linderman and McFadden, 2018). Also,
local targets could not be attain because poor quality. Hence, for delivering a better care to their
patients it is necessary to follow quality standards.
TASK 2
Covered in PPT

A number of statements is given under each standard to help improve the quality of life. Few
fundamental standard sets have been registered which are run by caring home like New rise care
home are mentioned here.
 Any form of abuse, disrespect, unneeded restraint and ill treatment should not be
neglected.
 The provider must be clear and transparent with the way treatment will be proceeded, the
duty of candour must be followed.

The aim of benchmarks in healthcare like New rise home care is to amend efficiency, improve
care quality, satisfaction and safety of patients. Internal and competitive benchmarking are two
types of benchmarking in healthcare. The cost of treatments, average hospital stay of patient,
safety and satisfaction of patient, hospital redemption rates, emergency room waiting time are
healthcare potential indicators that is used to analyse and monitor all applicable healthcare
processes to enhance satisfaction of patients. The codes of practice consist confidentiality and
record keeping standards should be followed in selected organisation for improving quality of
care services.

However, in different healthcare systems these facilities are overlooked by their management
team and need to imparts some changes.
In New rise care home healthcare, different approaches are need to be analyse to improve
the quality of their services. Respective healthcare need to develop quality management structure
in their premises to deliver the best quality of services and in order to match the guidelines of
Care Quality Commission( CQC) recommendations. Hospital should implement some of the
quality improvement to deliver best possible care.

Goals and target should be specific and there must be limited number of goals to avoid
confusions. There should be proper review on financing and auditing. Hospital should analyse
and look for the best resources such as new advance technologies and equipments, expert
technicians and surgeons and clinical services. Manger of healthcare should communicate with
his team members and motivate them and encourage them to adapt changes for betterment of
organization.

External barriers can be need of inter-agency interactions. Here the lack of communication
between New rise care home and inter agencies like financing systems, health insurance
company, blood bank service providers, deficiency of support from family and society may lead
to mismanagement of organisation and result in unfavourable condition. Inadequate
conversations with insurance company may fail to provide the funding to individual at the time
of treatment which deteriorates the quality of social care services and the individuals have to
suffer. Social policies like casteism, favouritism, family background, social acceptance, status of
an individual can constraint the healthcare seeker to get medical attention at the time of
requirement. For instance, in New rise care home people from one caste may not accept the
blood from another caste making the services less affected.
Internal factors like short-handed resources supply also affect the quality of healthcare services
because without new and innovative resources treatment and diagnosis of patients is not
successful and due lack of improvement and technology service seeker remain dissatisfied.
Another important internal factor is lack of interaction between same organisation people, due to

some personal grudges people doesn't convey important details about patient which result into
weak management and mishandling of health seeker.

TASK 3
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the services offered
New rise care home should implement some policies, systems and procedures for evaluation of
their effectiveness to achieve high quality in services. New rise care home provide trustworthy
nurses and professional health providers to the patients to maintain and enhance quality
management of services. The main aim to maintain such policy is to improve the quality
continuously throughout the service by providing extra attention to elder patients, especially who
are the patients of cancer and cardio related problems. It has been evaluated that hospital
management should update their policies and practices on the basis of guidelines provides by
Care Quality Commission to deliver better quality services for wellness of patients. It is
necessary to to ensure the consideration of quality standards such as person centered care,
respect & dignity, consent, safety, safeguarding from abuse, drink & food, premises &
equipment, complaints, good governance, fit staff and duty of candor.
Policies and specific procedures in New rise care home is incorporation of social and quality
health institutions, this measure of involving more educated and professional health providers
give more description about the mental and physical health condition of patient to increase the
effectiveness of treatment and medicines (McDermott, Kitchener and Exworthy, 2017).
On the other hand, it has been analysed that hospital management can conduct inspection
regularly to ensure that care standard and legislation by staff. They evaluate effectiveness of
policies and procedures by comparing current clinical practices with desired quality standards to
identify the existing gaps. These determined gaps encourage management to establish effective
policies by considering guidelines of Care Quality Commission to improve potential of
procedures followed in New rise care home for welfare of services users. External bodies and
legal institution should monitor the clinical practices carried out in healthcare organisation within
the country to make their appropriate effectiveness in terms of satisfying actual need of services
users. It has been analysed that New rise care home should put separate efforts to set care
standards according to quality guidelines and then compare with actual clinical practices to
overcome with the existing gaps.
Problems like emergence of new technology and resources, deficiency of funds, highly paid
doctors and nursing staff, quickly changing disease profile and ascending burden of chronic

diseases has now been resolved to much extent by collaboration with researchers and agencies
for funding and diseases related investigation to increases effectiveness of healthcare services.
By controlling and managing the process for diagnosis, care and prevention at every level from
beginning increases the credibility of New rise care home, making it more suitable to healthcare
seekers.
3.2 Analyze other factors influencing the achievement of quality in health and social care service
Quality in social care is a presentation of cooperation between healthcare seekers and providers.
National Health Services (NHS), New rise home care, Bupa Cromwell Hospital, Care UK,
Ramsay Healthcare are few healthcare services where sequentially arranged affirmative results
and coordinated documentation of organization influences the achievement of quality. NHS also
seeks to supply high integrity to their stakeholders so as to achieve high quality.
Such factors influences not only the quality standards in NHS, New rise care home, Care UK but
also make a prosperous and effective organisation to work with. A suited level of performance is
required by all the staff member of organisation for overcoming the short comes and making the
quality standards high.
Acquiring high health insurance coverage, lowering the level of healthcare and social care
product and services price, great market powers over insurers and advancement in technology
make inspire the quality of services like NHS more. Collaboration and development of
partnership, high leadership and management with full potential facilities and resources make
such services more accessible to people in a better way. Provider related factors like competency,
providers motivation, socio demographic variables also influences the affectivity of quality
(Southwick, Evans and Davies, 2018).Patient related factors also comes in role when it comes
to serving quality to its best, one is the type of illness the patient has because more chronic the
disease is more time will be required for treatment which in turn affects the quality. Patient's
cooperation with doctors and other staff also plays a major factor moving the quality of services.
3.3 Suggest ways in which the health and social care service could improve its quality
The efficiency, susceptibility and capability of working staff at New rise care home has
somehow reduced to the huge level because of the less management due to overcrowding. As a
result, care seekers have to wait in long queues outside organization which eventually make

patients and their family member to suffer. By employing more staff members, equipment and
extra patient beds chaos and over crowdedness can be reduced which will apparently increases
the quality of New rise care home.
Another case of increasing the quality in New rise care home is to prioritize people first, the
utmost priority should be always given to healthcare seekers and especially to the elders or the
one having more deadly disease. More complex care and orientation should be provided to the
patients having chronic diseases because the diet charts, medications, therapies given to them are
more time taken and require proper attention of highly professional healthcare providers
(Synyayeva and et. al., 2019).
Hospitals can collaborate with the National Institute for Health and Care Excellence (NICE) and
Care Quality Commission (CQC) for receiving much more support in improving standards and
quality. They provide a prime centre for research analysis, advance technology, by helping the
NHS and New rise care home staff for developing the organization.

TASK 4
Covered in Fact sheet

CONCLUSION
From the above report, it has been summarised that managing quality can be described as
an important aspects to enhance effectiveness of care services for improving patients outcomes.
It includes benchmarks, performance indicators and codes of practice to measure and improve
quality of medical facilities. However, it consist panning, procedures, policies, target setting,
audit and monitoring for implementing an appropriate quality systems in care home. Moreover, it
includes the methods of evaluating quality such as questionnaire, feedbacks and interviews for
enhancing patient experiences respectively.

REFERENCES
Books and journals
Dowding, L. and Barr, J., 2018. Managing in health care: a guide for nurses, midwives and
health visitors. Routledge.
Nelson, R. and Staggers, N., 2016. Health Informatics-E-Book: An Interprofessional Approach.
Elsevier Health Sciences.
Mintzberg, H., 2018. Managing the myths of health care. In The Myths of Health Care (pp. 3-
11). Springer, Cham.
Stanhope, M., 2017. Managing quality and safety. Foundations for Population Health in
Community/Public Health Nursing-E-Book, p.276.
Söderström, E., Eriksson, N. and Åhlfeldt, R.M., 2016. Managing healthcare information:
analyzing trust. International journal of health care quality assurance, 29(7), pp.786-
800.
Gupta, K.S. and Rokade, V., 2016. Importance of quality in health care sector: A review. Journal
of Health Management, 18(1), pp.84-94.
Gardner, J.W., Linderman, K.W. and McFadden, K.L., 2018. Managing quality crossroads in
healthcare: An integrative supply chain perspective. Quality Management
Journal, 25(1), pp.2-17.
McDermott, A.M., Kitchener, M. and Exworthy, M. eds., 2017. Managing Improvement in
Healthcare: Attaining, Sustaining and Spreading Quality. Springer.
Southwick, C., Evans, D. and Davies, H.T., 2018. Improving child dental health in Scotland: an
audit in primary care. In Managing Quality (pp. 103-115). Routledge.
Synyayeva, L. and et. al., 2019. Managing of the Living Quality of Population in the Social
Sphere. In Modern Development Paths of Agricultural Production (pp. 571-581).
Springer, Cham.