A Detailed Report on Managing Quality in Health and Social Care

This report provides a comprehensive analysis of quality management within the health and social care sector. It begins by exploring the diverse perspectives of stakeholders, including government agencies, employees, suppliers, and service users, on the concept of quality. The report then delves into the roles of external agencies in setting standards, such as the Sector Skills Council and the Care Quality Commission, and the impact of poor service quality on various stakeholders. It further examines existing standards for measuring quality, different approaches to implementing quality systems, and potential barriers to delivering high-quality services, such as lack of proper implementation and patient-centered cultures. The report also discusses the effectiveness of current systems, factors influencing quality achievement, and methods for evaluating service quality, including the impact of user involvement in the evaluation process. Overall, the report emphasizes the importance of quality in healthcare and social care, offering insights into how to improve service delivery and meet the needs of all stakeholders.

Managing Quality in Health
and Social Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 .....................................................................................................................................1
1.1 Perspectives that stakeholders in health and social care have regarding quality..................1
1.2 Role of external agencies in setting standards for quality in health and social care.............2
1.3 Impact of poor service quality on stakeholders connected with health and social care
organisation.................................................................................................................................3
TASK2.............................................................................................................................................4
2.1 Standards that exist in health and social care for measuring quality....................................4
2.2 Different approaches to implementing quality systems........................................................4
2.3 Potential barriers to delivery quality health and social care services...................................5
TASK 3............................................................................................................................................6
3.1 Effectiveness of systems, policies and procedures used in health and social
care.............................................................................................................................................6
3.2 Factors that influence the achievement of quality in the health and social care
service........................................................................................................................................6
3.3 Ways to improve the health and social care facilities..........................................................7
TASK 4............................................................................................................................................8
4.1 Methods for evaluating health and social care service quality.............................................8
4.2 Impact involving users of services in the evaluation process has on service quality...........9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11
.................................................................................................................................................12
.......................................................................................................................................................12

INTRODUCTION
Health is considered as wealth by people in this society because they believe that it does not
matter how much success a person or society achieve in terms of development or money if they
do not have good health than they can never enjoy their life (Stevensand et.al., 2011). It is
responsibility of government as well as of society to work on health issues so old problems and
new problems relating to health can be solved as soon as possible. Health and social care involve
infrastructure, private sector and public sector. Social care is different from health care because it
deals with old age, poverty, illness, personal care etc. Department of Health and Social Care is
responsible to give people of their nation a better life for a long time. They assure that their
citizen get best treatment available and they live their life with compassion and respect they
receive. In this report prospective of stakeholders will be discussed and impact of quality service
will also be part of this file. Standards which measure quality of service and approaches to
implement a system of good quality will be included under this file. Their are some barriers that
restrict quality health and social care will become part of this report and some other factors that
influence this issue will also be added (Usher, 2012). Their are some methods that help in
evaluation of these service, they will be studied in this file including their impact on services.
TASK 1
1.1 Perspectives that stakeholders in health and social care have regarding quality.
Stakeholders' perception and prospective differs in terms of quality because one person
can get satisfy by a service by other may not. Stakeholders include, government and its agency,
employees, trade unions, Pharmaceutical suppliers, users of service etc. Government always
consider quality public health and social care their prime objective as it is their duty to take care
of socially backward and sick people. They never look toward profit and focus on providing
necessary service to public. It is the duty of government agency like Department of Health and
social care consistently work on public health and for needy people because sometime they do
not have resources to fulfil their basic needs (Staniszewska and et.al., 2011.). Suppliers of
medicines and other pharmaceutical instruments look health and social care as a business as it is
1

their livelihood, but they feel responsibility so at the time of any health crises like at the time of
outbreak infection they provided their assistance for free or may charge less amount. They see
health and social care as an industry so they always try to expand their revenue. Their are Trade
unions of pharmaceutical industry, their work is to raise the voice of pharma stores, they always
work on quality of service but when they feel that some government regulations or any player in
industry is doing harm to their members than they may do something that go against quality
health and social service. People who are working to for quality service are one of the most
important stakeholders as they are responsible for implementing the policies and rules so better
services can be provided to society (Rigby and et. al., 2011). Their perspective is clear, they
know that their work will bring change society. Service users may have different perspective as
some may feel that quality services are available but some may think that proper services are not
available in country (Wahlbecket.al., 2011).
1.2 Role of external agencies in setting standards for quality in health and social care.
Sector skill council is an external agency who work on building a quality workforce and
they will also work in hospital industry so the whole healthcare sector can be improved. They
train workers so they can work on their shortcomings and provide a better service to users.
Another organisation is centres of excellence, they have funding from government and they work
in research field. They work in order to find vaccine or any other solution on new infections and
diseases (Rhodes, 2012). They also work on future medical problems that society may suffer in
future and try to find early solutions of these medical issues. They use science and technology to
find problem of solutions relating to health and social care issue. Their is a commission known
as Care Quality commission who is responsible for checking the services provided by local and
private companies so all people can get good level of quality services at every place like hospital,
own home and in home (Welcome to the College of Health and Social Care). Another
commission is National Care Standards who work for old age people as well as for adults whose
age is in between 17- 65. They mainly focus on sick people. Social Care institute for excellence
is responsible for spreading the knowledge available in industry to all the members of industry so
they can properly work on individual health (Pownal, 2013). All these organisation focus on on
providing the necessary service so overall development in health care industry can be done and
all the problems relating to social care can be solved at the point from where they initiate. This
2

assist in spreading the correct knowledge regarding quality service and various stakeholders will
feel a strong connection to with each other.
1.3 Impact of poor service quality on stakeholders connected with health and social care
organisation.
One of the major impact will be on patients needs as they will not be met according to
their need. In order to provide good services hospitals need private information but there are
some rule which become barrier because they do not allow hospitals to get some private details
which influence quality of service. Patients need rest, so lack of proper infrastructure create
problem in their rooms and in hospital which create various issues at the time of their sleeping.
Medicine is one of the most essential need for them because their improvement in health is
dependent on it. Basic facilities like toilet, clean bad will also affected by poor service whose
overall impact will created many troubles for patients (Pollock and et. al., 2012.). Compliance
issue is related to management in of beds, private rooms etc. The risk related to health of patients
and needy people will enhance because basic facilities which they deserve which not be
according to their need so they will to face serious health issues. Loss of life is considered as one
of the major risk of low quality service as health is related to life. Suppliers of pharma service
are one of the major player in this field so they will definitely be the part of poor service. For
them maintaining high standard will be beneficial and they will play an important role in
improving the overall service. User of these services should be aware of their rights and
responsibility so poor work in health and social care industry improved as they are going to
suffer most from this problem (Murdochand Detsky, 2013.).
A minor problem can be converted into major because of poor service which create
problem chaos in society and its ultimate affect is negative for economy also (Moran Enderby
and Nancarrow, 2011). When people suffer from poor health they cannot work according to their
potential because of which the growth in employment and working sector become negative an
economy face a negative growth rate (HEALTH AND SOCIAL CARE).
3

TASK2
2.1 Standards that exist in health and social care for measuring quality.
There are various indicators that must be analysed in order to provide better quality
services to the consumers especially in residential care services (Munn-Giddings and Winter, R.,
2013). These indicators reflects the 7 basic themes which must be indicated in order to provide
relevant information on the part of generating employment opportunities to the consumers .
These various types of themes are
 Personal resident's and relatives view on health and social care will impact the
development of personal activities which will help in creating better opportunities in
social sector powered by most unique resource utilization.
 Medication means that every employee should generate medical treatment and for this
treatment there should be a medicated treatment which must entail medication in the field
of treating same patients with proper care and development.
 Care development refers to the process by which care must be taken in order to provide
effective developments for the purpose of creating and using fair trade practice sin
achieving all the best and able employees that acres socially and internationally
(MinassianOwens and Reidy, 2011).
2.2 Different approaches to implementing quality systems.
The various types of approaches that are used are
 Customer Focused means that every customer must focus on the product
performance and if any mistake is regarding the ingredient of product or service
then it must be analysed so that every marketing essential is required to develop
similar type of products and services based on the performance in which every
products needs to grow and develop.
 Employee centred means that every employee must be benefited in order to
provide effective utilization of product and service development .In this process
the benefits of employees must be analysed in the way that every employee
benefits form the process of production and services development.
4

 Process Centred means that every process needs to be made the centre of
attraction rather then making it the back process of the company. The process
must be analysed in the starting phase so that every element that can be developed
needs to be catered in order to provide effective utilization of production in the
department in relation to employees benefits.
 Communication must be made in the beginning of the production and continues
till the ending of result achieved in order to analyse the feedback generated and
the orientation must be developed to change the scenario if required.
 Fact based decision making means that every fact should be based on decision
regarding buying of products and services which needs more attention in the way
that every decision must be based on true facts and figures patented by
organizational benefits (Marmot,and et.al., 2012).
 Integrated systems must be analysed in the best possible way that every element
must compile it and needs great attention in the part of product and service
delivery.
2.3 Potential barriers to delivery quality health and social care services.
The potential barriers that can be analysed are-
 Lack of proper implementation in the way that every service which must be
provided by the department must be of so proper interface that every element of
documented procedures must be effectively utilized.
 Lack of incentives to change traditional aspects of all the elements which can be
generated under the department with the help of social and health care industrial
services offered to the consumers.
 Lack of Patient Centred Cultures implies all the cultures, social values and ethics
which must be considered while developing an organizational values economical
in terms of developing the employees benefits and creating organizational
efficiency.
 Lack of Relevant training and support must be organized in the way that every
department employee must be provided to create benefit of employees themselves
and the organization itself.
5

 Lack of Expertise suggests us that all the employees should be trained so that they
provide expertise in certain specific fields in which every if there pertains any
problem then solution can be provided to generate effective results (Lowes and
Hulatt, 2013).
 Resistance to change means all the changes must be made in order to provide
quality goods and services that asters the organizational dependence of employees
problems and solutions that needs to be implemented in the best and suitable way
to remove dependence.
 Time barrier means the lack of time which every employee should provide to the
organization in order to make the organization effective in terms of its better
quality services and products which needs to be offered.
TASK 3
3.1 Effectiveness of systems, policies and procedures used in health and social
care.
Various systems that must be achieved are through effective and efficient policies and
procedures being developed and implemented by various departments like departments and
private sectors for the purpose of analysing the various health and social activities (Krachle and
Greer, 2015.).
Private sector companies Departments of Govt.
 Costly products and services  Low priced products and services
 Luxurious facilities  Normal or low cost facilities
 Not available for poor persons  Available for poor persons
 Develops and grows economy  Improve social health
3.2 Factors that influence the achievement of quality in the health and social care
service.
Various factors that affect quality achievement
6

 Clinical efficiency refers to the process by which all the clinical data can be improved in
order to provide best quality services at the effective rate of interest. The clinical
efficiency can be developed in the way that every element can be implemented suitably
(Husseinand Manthorpe, 2012).
 Focus on Treatment- It implies the treatment outcomes which must be analysed in the
manner that every operation conducted should generate better opportunities that must
favour then consumers.
 Including Rates of Survival- This means that all the rates of health and social care must
be implemented in the best suitable way such that every element needs to analyse the
situation in which each and every report can be generated for economical usage.
 Symptoms- It states that each and every element of the problem must be analysed
effectively and efficiently in order to create a devastating effect on the problems that
pertains to most part of health and social care industry.
 Patient oriented outcomes- The outcomes must be implemented in the way that each
element must be developed in the benefit of the patients and each patient must consider
every aspect the major issue of challenge for the industry.
 Complications- The complications refers to the situations in which every hospital or
social sector caters to the tension to patients in terms of generating harmful problems in
terms of patient's health and mental status of the person in order to make the situation so
worse that every patient feels annoyed and starts thinking in negative sense (Hex and
et.al., 2012.).
3.3 Ways to improve the health and social care facilities.
There are various ways in which quality and safety of hospitals can be removed in the
way that every patient who is aligned to take proper use of available services in the best and
suitable aspect. The ways are-
 Alignment of organizational processes and external pressures- It means that all the
organizational processes which must be analysed in the way that all the steps must be
clearly understood and the process must be implemented in the suitable way so as to
make external pressure more economical and suitable in the way that every pressure must
coordinate with the process to generate better results.
7

 Putting high quality on the agendas- This means that all the qualities should be imparted
in the best and suitable way so as to minimize agendas required in the organizations.\
 Implementation of Supportive Organizational Systems- This means that organizational
systems should be implemented in the best suitable way so that every quality can be
improved for the purpose of managing organizational growth and development can be
maintained.
 Conduct regular feedback- This means that regular feedback should be provided to the
consumers in the way that every consumer who is using the product and service should
be able to analyse the uses and can develop its responses accordingly.
 Proper feedback- This is an important and regulating process that can be implemented by
analysing the feedback from the customers in the way that every customer can be
provided the best suitable product or service (Fotaki, 2011).
 Implementing pathway systems- This system will help the department to analyse all the
responses and the direction it can be provided in order to make the working style so
effective that organizational goals can be achieved.
TASK 4
4.1 Methods for evaluating health and social care service quality.
To solve the problems relating to quality service, continuous evaluation is necessary.
Their are some methods which can provide a lot of assistance in finding and analysing problems
related to this issue (Boote, Baird and Sutton, 2011). Quality audit is system in which periodic
examination as well as verification of all the process in a system analysed. It can be of various
types depending upon the service but its aim is always same as it work on improving the quality
in a system so its optimum level can be achieved. Their are two areas where a system has to
analysed in order to improve it, first is internal and second is external. In internal a system is
checked from inside because most of the problem are present into the whole process. Outbreak of
an infection is an example of internal flaw which made a huge impact on complete social care
agenda. Their can be many types of internal flaw like problem in infrastructure, availability of
proper medicine etc (Blackburn, Brownsell and Hawley, 2011). Most of the internal problems
can be solved as Department of Health and Social care can control many things regarding this
8

issue but in case of external perspective, it is difficult to control and people who are not aware
regarding health and social care problem do not care much about issues relating to it. Public
awareness regarding this issues can be increased by promotional camp, online promotional etc.
For effectiveness in services, suggestions of patients and needy people is essential because they
will give correct information regarding so policies and work can be done according to it.
4.2 Impact involving users of services in the evaluation process has on service quality.
Evaluation process will assist in finding the shortcomings of quality system and if it is
done on a continuous basis than problem can be solved at the time of its generation. People will
get aware of this issues so they will work on solving the problems regarding this issue. User of
these services will get a lot of benefits because of this, as they are related to problem. Old
people will get medicine and other facilitates in short time and at affordable price which is their
basic need at age. People who are financially weak will also get quality service because this
evaluation will also focus on price of quality service and it will work on reducing current market
price (Aveyard, 2014). Finance is significant in this issue because Department of health and
social awareness have to invest lot of money in developing essential quality system to check
outbreaks of infection and providing other necessary service basic issues can be solved. One of
the major impact of this evaluation is that a confidence will develop in society that some
organisation is working to solve their health related problem and they will take care of public
health and medical facilitates so in future a healthy environment can be created. Commitment is
needed to execute the plans that are made for benefit of health and social care. Money will be
another need as no service is provided free by anyone, except government. To improve the whole
system communication is necessary because when society will decision about this issue they will
also focus on finding the solutions regarding it (HEALTH & SOCIAL CARE).
CONCLUSION
So from the above report it can be concluded that there is a lot of scope of improvement
in health and social care area because in this era daily new diseases are spreading in public and
their proper medication is also not available. Their basic health facilities are also out of reach of
some people because of various issue like their financial position. The main problem which is
discussed in this report is relating to quality of health and care service. Their are various
9

stakeholders and their perspective toward this issue is different. Stakeholders include
government, suppliers in pharma industry, user of services etc. Their are many
organisations/institutions that are working in order to improve quality of services they work on
various issues like providing better service in hospitals as well as in home at the same time some
of them work on different research so services can be improved and further hurdles can be
avoided. Their are many problems relating to quality and a lot of resources are needed to solve
that problem. Poor service made a huge impact on health of patients and old age people because
they need appropriate health care service so they improve from the diseases that they are facing.
Poor service also made a huge impact on society as a whole because in future they also have to
face serious consequences of quality issue. Their are many standards relating to this issue but
they are needed to be followed and they some of them also assure that when they are followed
properly some major problems can be solved.
10