Managing Quality in Health and Social Care

Managing Quality in
Health and Social Care

Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
1.1 Explain perspectives that stakeholders in health and social care have regarding quality.....3
1.2 Analyse the roles 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...............................................................................................................................................6
2.1 Explain the standards that exist in health and social care form ensuring quality..................6
2.2 Evaluate different approaches to implementing quality systems..........................................6
2.3 Analyse potential barriers to delivery of quality in health and social care services.............7
Task 3...............................................................................................................................................8
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service(s) offered...........................................................8
3.2 Factors which influence achievement of quality services of health and social care.............8
3.3 Ways in which quality of health and social care services could be improved .....................9
TASK 4..........................................................................................................................................10
4.1 Methods for evaluating service quality of health and social with external and internal
perspectives...............................................................................................................................10
4.2 Impact that involves service users in evaluation process of service quality.......................11
Conclusion ....................................................................................................................................12
References......................................................................................................................................13

Introduction
Present report is specifically based upon management the quality of different services
offered by Stretton Nursing Home, which is a care home of Stretton Care Limited. The
information is specifically based on the inspection done by CQC from dated 19, 21, 23 and 24
January 2018 which was also announced (Gonzalez, Mitra and Turel, 2018). This care home
specifically delivers on a range of services in relation to accommodation along with nursing care
for less than 50 older people. Including this, it will also so going to deliver the information about
perspectives of stakeholders within health and social care department in relation to quality,
different standards which regulate the quality within health and social Care industry and the
impact of poor service quality on stakeholders that are specifically investing and delivering
different services within health and social care home.
Task 1
1.1 Explain perspectives that stakeholders in health and social care have regarding quality
In context of health and social care department, quality of care specifically plays an
important role when it comes to deliver appropriate services to the targeted population and also
to improve the existing results (Reis, Paiva and Sousa, 2018). It has been analysed to that, the
quality of care required to be effective efficient, safe impartial and given to people on timely
manner. On the other hand, stakeholders for any organisation whether it is dealing with in health
and social care or any other sector plays an important role because they are the one who are
required and their support is highly important for organization’s goals to be achieved in a
specified time frame (Nedungadi, Jayakumar and Raman, 2018). Away with this, there are both
internal and external stakeholders that affects an organisation in different ways. If it is talk about
their perspectives, then it can be said that quality is required to be managed based on the
perspectives because they specifically know about the expectations of service users.
Service user expectations is something which is to be fulfilled by Stretton Nursing Home,
because they always carry high expectations of getting good quality and to get well in a short
span. But on considering the case study, it can easily be said that this care home was reaching the
different rules and regulations which impacted upon the quality of service given by them
(Simblett and et. al., 2018). This could be understood with the very good example where people
who were living in Stretton Nursing Home, word pleased at a high risk of dehydration and

malnutrition and also staff members were insufficient and were also not receiving any induction
in order to deliver care effectively to two people. However, the expectation of people who were
living in Stretton Nursing Home, that they will be getting Quality Services but somewhere
nursing home was lacking in it. Therefore, it can easily be said that perspectives of service users
not met (Paglialonga, Lugo and Santoro, 2018).
Including this, owners along with the providers of Stretton Nursing Home also having the
same perspectives of high quality and expected to deliver high range of quality based services to
the customers, but due to breathing of different rules and regulations, it impacted negatively on
overall performance level of the organization (Koblinsky and et. al., 2016).
1.2 Analyse the roles of external agencies in setting standards
The external agency that can be taken into consideration in present context are NMC, CQC
and NICE (O'Brien and et. al., 2019). Basically, these are the agencies that consists of front roles
like developing different range of policies for welfare of the public, inspection of the services
offered by a care home and so on.
Care quality commission (CQC), carries different range of roles where every single United
Kingdom scared home comes under and this agency specifically monitors the quality of the
service that has been delivered, set a range of standards to improve the existing health
specifications, and also regulates the health and social care department of United Kingdom
(Snowden and et. al., 2018). In context of the case, Stretton Nursing Home was specifically
being inspected by CQC where they found that the services are not effective and also so sir
versus were also not always caring because people were left in the situations which were
undignified.
The nursing and midwifery council (NMC), can be considered as a registered agency of
United Kingdom that consists of a specific role like regulating professionals who works as nurses
and midwives in United Kingdom and so on. If it is talk about care quality commission (CQC),
then it has found that people with dementia who were living in Stretton Nursing Home, going
through a number of difficulties because of the less number of training sessions given to staff
members that may help them in improving the quality of the service given by them and also
(Field and Brown, 2019). It could help them in in following the rules and regulations like Mental
Capacity Act. In present context, the nursing and midwifery council would help Stretton Nursing
Home in getting appropriate numbers of staff which was effectively required not only two to