Stakeholders and Impact of Service Quality - Report

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
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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
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