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, the role of external agencies in setting standards, the impact of poor service quality on stakeholders, various standards in social and health care facilities, steps to create total quality management, and potential barriers. It provides insights into the strategies and policies that can be implemented to improve the quality of services in the healthcare industry.

Managing Quality in Health
and Social Care
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Table of Content
INTRODUCTION...........................................................................................................................3
Q1. Stake holder's Perspective....................................................................................................3
Q2. Role of external agencies in Setting Standards. .................................................................3
Q3 Impact of the poor service Quality on social as well as healthcare stakeholders.................4
Q4 Various standards in social as well as health care facilities..................................................5
Q5. Various steps to create total quality management.................................................................6
Q6 Potential barriers...................................................................................................................7
Q7 Effectiveness of systems, procedures and policies that are utilized in health as well as
social care setting.........................................................................................................................7
Q8 Factors that impacted achievement of quality in HSC services.............................................8
Q9 To improve quality of Service within Health care ...............................................................9
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11
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INTRODUCTION
Quality management has becomes a vital issue within healthcare organization
(hospitals). The increased attention is main reason is government regulation, Hospital
management, influence of customers consider as the main provider of Healthcare (Snooks and
et.al.,2016) . Health care concept is basically depends on various perspectives and contexts. It
depends on ideas, opinions, preferences, social system and involved parties. Quality is
considered as vital aspect to the service providers and users and also different stakeholders
within circle. To improve services and reduces the efforts, financial strains that can normally
gives assurance. It also provides an aim of reducing expensive as well as unnecessary care
charges. Report focuses on the various strategies that can helps to achieve a better quality . It
also analysis policies, system, procedures in the social and health care system. It also lay
emphasis on understanding different methodologies for evaluation social as well as health care
services quality that will be covered within PPT.
Q1. Stake holder's Perspective.
Stakeholders are the person ,group ,organization shows interest in a firm. They are
involved in a particular task and also they show interest within the success of the projects . They
can be in as well as outside the firm such as they can sponsor the project. The effect of the
stakeholder may be negative or positive on the project of the firm. There are various people
involved within a project to make it successful. The major stakeholders within social and health
care system are physicians, patients, employers, Pharmaceutical firms as well as government.
Physicians are called as the providers while patients are considers as recipients of medical care.
In health as well as social care stakeholders perspective are associated with the quality
maintained. The clinical needs of the patients are fulfilled easily. Each and Every level of the
stakeholder has its own views and perspective in terms of quality maintenance (Snooks and
et.al.,2016). In case of Alicia Stakeholder's perspective is to maintain the quality so that Alicia
diagnosed properly at the first time and her breast lump is easily diagnosed and correctly
diagnosed.
Q2. Role of external agencies in Setting Standards.
External agencies aids ,monitors as well as supports the health care facilities. Theses are the
agencies which can enhance mechanism through offering federal and local authorities and also
through regulatory control of state. These agencies also act as dupery of quality care, can protect
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the interest of stakeholders as well as protect the quality authorities. They can do programs by I
guarantors and incentives of providing quality.
Examples that are associated with the these agencies as well as their roles in setting standards.
Care Quality Commission(CQC)- In England this is considered as one of the independent
regulator institution for health as well as social care. It assures that health care facilities such as
hospitals as well as home care facilities with safer ,effective and compassionate and also provide
high quality services. Here by its roles it encourages quality improvement.
Medicines and Health care products Regulatory Agency (MHRA).It is known as the government
agency that ensure medicines and care devices equipment work is consider as safer and in
professional manner. It is an agency that can be responsible for ensuring that organization can
improve the safety and quality in terms of care setting . Alicia also wanted to the hygiene
maintenance with the helps of these agencies as in the case of Alicia they do not maintain the
hygiene ad Alicia demanded for it . (D’Andreamatteo and et.al., 2015).
Q3 Impact of the poor service Quality on social as well as healthcare stakeholders.
Influence of poor quality on different stakeholders.
Poor quality of service leads to a terrible effect on the stakeholders as well as healthcare
providers as it can damage the reputation of the firm and also degrade the caretaker's spirit. Thus,
it put the decline within a patient's care, also loss of money that can be spent also with care
services. The most vital step is to focus on the service quality as because consumers are very
many consumers about the quality of services that can be provided to them. Good service
quality can influence the positive impact on the customer's loyalty of customers .Here the
satisfaction of the consumers depends on the empathy, responsibilities , tangible are known also
independent variables. In case of Alicia poor quality service leads to diagnosed her incorrectly.
and she faced a bad experience and reported that healthcare services are decreasing over te
years. There are various underlying quality issues that impact on the poor influence at RUH as
well as focusing mismanagement fundamental in framework . It can allow to increase the
improvement of quality and also leads to the patient's center. To increase the quality it must
highlights on the funds, its quality. It may be concerns to deals with effectively as well as
productively to enables to ensure the quality (D’Andreamatteo and et.al., 2015. It considers to
deals with more effectively and rapidly. RUH must considers the improvement within quality as
it can leads to the patient center care and also practices that can ultimately grab ill health
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regarding the facility. It can deliver the bad health .It assists the quality governance as well as
efficient arrangements that can be deliver the high quality governance and also improves the
facility as well as mission. It ensures that it can give the best quality and also the art of care
giving. It can also provide the service development and also included the sharing of learning as
well as expertise with various stakeholder ,broader community as well as external agencies. It
considers as the patients that can have broader side as well as health provider. As in today's
world the performance can easily be highly examined by online. So it is easy to disappoint the
customers rather than makes them happy. In today's world it is easy to make dissatisfied patients
rather than make them happy. Negative reviews are far spreading than the positive ones. So
there message is far-reaching process (Liu and et.al., and Bruno, 2016).
Nice standards which needs to be followed by health care setting.
A NICE quality standard is a concise set of statements designed to drive. and measure
priority quality improvements within a particular area of. care. Around 6-8 statements
per standard – up to 15 in exceptional.
Continuous Improvement process- Continual improvement , sometimes called, continuous
improvement is the process of ongoing improvement of services ,products or processes through
incremental as well as breakthrough improvements. Through the help of these efforts can seek
"breakthrough" improvement or "incremental" improvement over time at a time.
Private health care – The private health care sector is made through the clinics or hospitals that are
run independently regarding national health care services.
Health care service- it means furnishings of medical or surgical treatment ,hospital service, dental
service ,complementary health services.
Customer services- Through customers service we can improve the quality of the services in
healthcare.
Front line staff- Also from front line staff we can improve the quality of the Healthcare services
through the help of feedback from them.
Q4 Various standards in social as well as health care facilities.
The main aim to implement the standardization is to provide advance activities so that there are
an assurance in quality . NICE,Code of practices and CQC and NMC are all ensuring the
enhancement of quality. It is difficult to tackles kinds of things and also focuses on a broad area
of specialization that may be included quality in term of audit, assurance, control, functionality ,
management (Reeves and et.al., 2017). All the factors that can be helps to transforms social as
well as health care to assist humanity because of all these factors patient's can be remains safe.
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Here health as well as social care facilities should follow an approach called extensive approach
that can aids the ideas of wider health and social care systems. Social care facilities and health
care facilities must work on various number of schemes with the health management department
to makes the environment appropriate. In case of Alicia these agencies must work on the quality
maintenance as according to GP referral and national minimum standard a patient is not able to
wait longer than 18 weeks ,patients in urgent conditions should be treated more quickly .this
issue of consent is faced by Alicia majorly.
Quality Index can be enhanced by various ways of measuring quality within care settings. It can
explore approach and structural equation that can be able to test the sounds with regarding
quality services. TQM is specifically favored data that can be increased analyzing. Quality
control can discuss the vital inferences with the increase performance and commitment to
complete the quality service delivery. TQM is considered as the particular instrument in
monitoring. It also considers the audit and review performance. In health as well as social care
system TQM can be considered as interchangeably through continuous quality improvement.
Now CQI is considered as an instrumental that develops clinical practices as well as depends on
the large extent of opportunities that can be existed with the care process and Facilitation. Thus,
it can prefer to implement quality assurance programs. TQM is known as the best approach that
can handle depth evaluation and descriptive process in the favor of the evaluation.
Q5. Various steps to create total quality management.
Total Quality management (TQM) is considered a strategy that can maximize a patient's
satisfaction through considering all losses as well as profits to be faced within healthcare. here I
management of TQM there is a continuous quality improvement that can analyses GLP( Good
laboratory practices) as well as GMP ( Good Manufactures practices) . It can manage as well as
analyses improve process in terms to provide good services.
To clarify vision and mission as well as values
Staff members of healthcare in Alicia case need to know that what are the strategies of a
company and objectives. Employees required to understand that what are the loopholes of the
organization as well as its hopes to achieve i.e consider as mission and operational values that
can steer its decision-making power and priorities.
Critical success Factor (CSF) – This success factor focus on things which aids to meet the
objective and also move a little closer to accomplish the mission of an organization. Such as
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process improvement, market share, employee's satisfaction, Financial performance and also
product quality (Leabman andBrewer, Energous Corp, 2017)..
To tack CSF data develop some measures and metrics.
It is taken as one of the most critical factors that can be recognized ,also there requirements can
be measured and also place to tack the progress as well as monitors it. This can be achieved by
reporting process that can be utilized to collect specified data and also share information with
peers.
Recognized group of key Patients .
Customers are vital part of an organization. Hospitals also have customers in form of patients.
So they have to create products as well as services that can be based on the needs of the
patients .for example consumers, suppliers , vendors, volunteers ,employees.
Feedback from patients
There is a only way for an organization to know that whether they have capacity of fulfilling the
requirements of the consumers or not is by asking more and more questions. For meeting such
requirement hospital's employees such as nurses can follow a structured feedback from each and
every group of patient and also asked them what is vital for them for examples they needed good
medicines, good environment as well as good medication services (Leabman and Brewer,
Energous Corp, 2017). . At the same time they also asked the patient about the things which
patients do not want. Thus it can be required that this kind of feedback can get by the customer
focus group .
Develops tool called survey tool.
Hospital mangers also laid focus on the satisfaction of the customers that can be based on what
may be vital for the customers (Kuhar and et.al., 2018).. Such as Patients care about the quality
rather can cost but simultaneously if hospital cut down the cost of various medicines and
operation fees and at the same times necessary the quality of the products and services.
Q6 Potential barriers
Potential Barrier regarding the health services involves such as High cost, lack of cultural care,
no insurance as well as lack of availability of services. Due to lack of availability of quality
services Alicia faced a major problem regarding breast lump .Also, various internal challenges
such as poor communication is considered as the disproportionate priority regarding
improvement. These are the things which can leads to the aggressive behavior of Patients and
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also the failure to the robust complaint system (Leabman and Brewer, 2017).. Financial
resources ,Heath care insurance and also the lack of family and social support are come under
the external barrier . Here Poor communication is considered as the inability to communication
so that necessary talks that be exchanged with the employees as well as patients that can suffer.
While lack of health insurance is also becomes a barrier for an organization of united kingdom.
Here poor financial management system, also leads to the mismanagement of social support and
funds that can be taken from poor patient's family . Here disease as well as pain can also be
treated if patient's family members as well as care takers both can understand the problem.
CQC,NICE,NMC and Code of practices all can provide the ensuring quality in audit,
assurance ,functionality and control. As all of above can able to transfers the social as well as
health care (Liu and et.al., 2016). .
Q7 Effectiveness of systems, procedures and policies that are utilized in health as well as social
care setting.
Effective system, policies and procedure plays a crucial role in Health as well as Social
care settings because of many factors. Policies as well as procedures assist in setting general plan
that can be utilized as a guide to accomplish desired results as well as work as fundamental
guidelines to make the effective decisions. Health as well as social care policies communicate
basic guidelines o the base in which staff members of an organization will accomplish desired
results. In social and health care setting these policies assists in deciding primary roles of
healthcare professions in order to meet the clinical needs of the organizations. It also helps to
enhance the overall quality services that are given by health as well as social care settings to
maintain and improves patient's safety, quick as well as coordinate care and many more. If
policies are followed properly. Alicia do not face problem regarding quality of services. Due to
the effectiveness of the system helps to increase the effectiveness of healthcare professions as
well as they can fulfill the duties within an effective manner. These effective social as well as
healthcare systems also assist in achieving overall quality of services that was offered by the
firm. Due to all of these presences such as effective systems, procedures as well as policies are
crucial within health as well as social care setting so that quality can be enhanced (Gentry and
Badrinath, 2017).
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Q8 Factors that impacted achievement of quality in HSC services.
Quality is considered as the most vital in terms of patient's safety point of view. So the
patient's safety is much more necessary as if untidiness within the hospital is there and patient'
clothes are not property washed this leads to the health related problem due to uncleanness.
Sometime the tools which are used for the operations of patients are not properly sterilized so
this will a danger for the safety of patient . Factors such as maintenance of hygiene ,staff
behavior as well as communication is also plays a major role in Alicia as due t lack of all things
it puts a negative impact (D’Andreamatteo and et.al., 2015) . Second one is the lack of
communication as well as ineffective implementation of health related standards is considered as
responsible for damaging the quality of services . There is no training procedures for the nurses
in health and social care services from a transition period (Thompson and et.al., 2016).. It is
results insensitive and unprofessional work culture. This is considered as the one of main reasons
that social and health care professionals are not understand the problems of the patients properly
and also their needs can be able to fulfill. Due to this causes clinical errors for example incorrect
diagnosis ,medication negligence .Apart from training and knowledge Financial sources as well
as lack of suitable leadership and planning strategies is considered as the prime factor tat can
bale to cause services inefficiency. In professional skills gaps is also been a reason for the
degradation service of quality. If people do not work properly than they have not skills to be
work within professional settings ,in groups or whether in healthcare.
NHS can various strategies that can increase the quality of services. There can be focus
on improving communication . Hence, improved communication among the patients as well as
health professional will enable a good environment.
Q9 To improve quality of Service within Health care
Quality service within health care is not only crucial for the perspective of the Firm but
also important in terms of safety of the patients. The services which is associated with quality
can be impacted through may factors (D’Andreamatteo and et.al., 2015). The first and most
important factor is known as the lack of monitoring as well as performance check system. NHS
London does not provide any effective framework that can review the performances as well as
behaviour of its employees. Even if the patients' like Alicia complaint against the issues
regarding the quality than also they neglected and no action is taken for that. There are various
ways which is mention below about the improvement in social and health care . In case of Alicia
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First and forming is to forming an outline about the standard as well as guidelines about the
services that can be provided. It will allow in proper controlling and monitoring as well as
working condition as per the guidelines. Next is to evaluate the process as well as data by which
loopholes can be recognized. Through this it is easier to make changes regarding the delivering
of services and also the improving quality (Liu and et.al., and Bruno, 2016)..It also gives the
training to the employees and also allows them to learn and adapt new skills and practices in
health care services. The trained employees will assure that quality is maintained as well as
guidelines are followed.
Through utilize good quality instruments that can be available at less cost as compare to others.
Through the development of proper inventory and control system within a provided operation the
cost may be lowered (Gentry and Badrinath, 2017). Patients like Alicia not complain in the
future references.
Quality can be improved by implementation of new technologies.
It is vital for the continuously employ new technology as well as services in order to improve the
quality of care.
Q 10 AND Q11 COVERED IN PPT
CONCLUSION
This study summarized that the Quality is very important in every aspect of life. Quality can be
maintained in social as well as healthcare systems. As stakeholders have multidimensional role
in an organization.
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REFERENCES
Books and journals
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