Managing Quality in Health and Social Care

This report discusses the importance of managing quality in health and social care, including perspectives of stakeholders, role of external agencies, impact of poor quality, approaches to apply quality standards, and barriers in delivery quality services.

Managing Quality in
Health and Social Care

INTRODUCTION
Quality in health care is characterized as the extent to which health care services that are
given to individuals increase the chances of desirable results so that the health of patients can be
reinforced which also help in bettering the overall health of society (Androniceanu, 2017). It is
important to check the attribute of health care systems so that they can be improved which will
help in making the lives of people better and also enhancing the trust of population in health and
social care institutions. Quality measurement is done by evaluating the healthcare data so that
their performance against health plans and recognized quality standards can be judged and
necessary improvements can be made. Quality is a necessary constituent of health and social care
services to both the service providers and service takers which help in improving the health of all
its stakeholders and increasing customer satisfaction. In this report Royal United Hospital is
taken which is a leading acute-care hospital located in Weston suburb of Bath, England, UK and
has about 565 beds which hep in taking intense care of its patients. In this report perspectives of
various stakeholders regarding quality will be discussed along with the role of external agencies
ion setting standards. Further the impact of poor quality of service on stakeholders, approaches to
apply quality standards, barriers in delivery quality services, methods to evaluate quality of
health care service etc. will also be discussed in the report.
LO 1
1.1
Stakeholders are the people who affect and get affected by the actions, activities,
decisions, objectives and policies of an organisation (Bryans, 2015). In wellness and social care
these stakeholders who are dependent on each other so that the services can be used and health
can be improved thereby enhancing the profits of healthcare institutes (Dietz, 2015). Royal
United Hospital needs to consider the interests of all stakeholders and provide them quality
services by following quality standards set by bodies like CQC so that it can continue to provide
acute services to its patients. Perspectives of various stakeholders are discussed below: Perspective of service seekers: These are the people who seek health care services given
by Royal United Hospital so that their health can be improved. They have certain
perspectives regarding services given to them like the nature and comfort of
environment, time taken to receive service, confidentiality of information provided by

them, professionalism of staff, outcomes of treatment etc. (Gradinger, 2015). These
perspectives need to be fulfilled in order to enhance the quality of service which help in
increasing customer satisfaction. Perspective of staff: These are the people who work in the health care institute and try to
provide high quality services to customers in order to improve their health and satisfy
them with their service (Hardyman, 2015). Some important perspectives of staff are the
effectiveness of treatment given to patients, least side effects must be caused to patients
due to medications and treatment, scientific proved treatment must be given following
ethical guidelines etc. These perspectives if followed in healthcare institute then high
quality of service can be given.
 Perspective of legal bodies: The perspective of CQC, health service commissioners etc.
like number of patients treated, conformity to guidelines and standards, justice, access
and value for money for service seekers etc. must be strictly followed which help in
intensifying service given by healthcare institutes (Krachler, 2015).
Thus it is important that Royal United Hospital manages technical quality, functional
quality and focuses on quality control, quality audit so that high quality of services can be
maintained and health of its patients can be improved in an efficient and effective manner.
1.2
There are different external agencies and authorities which analyse the conditions and
needs of patients in ever-changing environment so that effective services can be provided to
patients which help in increasing the sustainability of business and enhancing customer
satisfaction level (Mason, 2015). It is important that health care institutions follow standards and
quality benchmarks so that effectiveness of treatment can be improved. Some external agencies
that are functional in UK are: Care Quality Commission: CQC is an autonomous controller of health and social care in
England and ensures that hospitals, care homes etc. provide people with safe, effective
and high quality service (Milani, 2015) . It also monitors, inspects and regulate services
so that standard of quality and safety are strictly followed by healthcare institutions. It
also focuses on improvement of quality of healthcare services. National Institute for Health and Care Excellence (NICE): It provides national
guidance, advice, quality standards etc. so that health of public can be improved

(Mossialos, 2015). Its main role is to amend the results for people using NHS and other
health care services by producing proof based counselling and advice for health,
providing message to commissioners, practitioners and managers related to healthcare
etc.
 Clinical Commissioning Groups (CCGs): CCGs are NHS organisations which are set up
by Health and Social Care Act, 2012 and may set up a quality commission to provide
confidence on quality of services and boost continual improvement so that effectiveness
of services can be increased. Also it helps in ensuring the safety of services so that high
quality can be given.
1.3
If health and social care quality is not maintained then stakeholders that are related to
them might face negative consequences which might affect the image of institute and the health
of patients. Poor care service quality might affect Royal United Hospital image and it might also
face legal actions from CQC and other health regulation agencies. It is important that highly safe
and quality services are provided to individuals in the hospital so as to sustain in the market and
increase profitability of healthcare institutions. Also high quality helps in gaining high brand
recognition which increases customer base for the organisation and increases its credibility to
patients.
The poor service quality mention to negative effect of their services on patients. This type
of problem happen when workers and care practitioners don't wan to follow their organisation
standards and provide services to patients and their customers (Prince, 2016). A negative effect
on health status to persons in the poor quality of Royal United Hospital Bath. The care quality
commission supervise in administration. The documentation, record of hydration and fluid
balance in given organisation does not happen in a appropriate way. So that, it is the major
reason for poor quality services in a company. The needs of administration is to assure just about
new techniques which can gives efficient attention and care to service users.
The demands of staff members and government to take effectual actions so that their care
services could convey as per the needs of standards which are provided though external
administrative unit. The care quality commission take range of actions so that they could
improve their quality of services in accordant to their standards. In health and social care of
stakeholders poor quality will influence in a effective way (Renedo, 2015). In organisation the

level of productivity is becomes low, by this it is responsible for giving low quality of care to
their consumers. The care practitioners need to have appropriate information closely to standards
so that they gives care to patients in a better manner. It includes government, staff members,
customers, patients these are those people who are suffering poor quality of services in company.
LO2
2.1
To managing quality in HSC gives guidance from which the quality of services can be
measures. They provide to the organisation that is good framework form which better quality of
services that be given to customers (Sukumar, 2015). The employees are unable to gives
effectual care to customers without any improper information of their services by this quality
standards are grown. According to demands of customer's standards of quality gives a accurate
view which very close to their service quality that is given by health and social care. Quality
management provides a phase of excellence to company so by this they can obtain their needful
quality service acre. These standards consider the presence of attainable and presence with their
resources.
The quality management in NICE is totally ascend-able call quality supervising
supporting solution multiple sites as well as convey their abilities to change several faceted and
quality program which is planned to proceeding needs of managers, evaluators, supervisors and
agents.
The QOF is stands for quality and outcomes framework is refer the performance of
payments and management of generic practitioners in NHS. It was recognised as portion of new
services which was replacing by several other arrangements.
Minimum standards:- It is a set in which decrease level of quality care standards with
goals of efficiency in their services which is provided by health care departments. In an
organisation the care practitioners are strained to work in standard value so that they can modify
equality care of patients and their families as well as customers. It can change minimum criteria
of quality management.
Best practices:- In health care organisation the social worker required to vary better
practices for patients. So by this they can improve their quality of services. The better operation

practices are very needful to be change in company (Surr, 2017). If care workers provide good
services so that it puts effect positive results of their services.
CQC:- It refer care quality commission. They have set several standards of quality that
is consider as follow below:
 In organisation customers and patients can treat equally with dignity, respect as well as
without any discrimination so for this they should follow ethics rules.
 To maintain records and set data of their patients by health care professionals should be
hold confidentially.
 At time of convey services and treat patients, if any type of risks and hazards occurs so
care practitioners should protect them.
 The health care professionals need to assess hazards factors that arise in patients care.
 The several types of risk factors which grow at a time of patient care so by this health
care worker need to evaluate and treat them.
2.2
In health care settings there are various type of approaches which can assist to change
good quality system. By the aid of several kind of approaches this care is given to their patients
in a very effective way (Tse, 2019). In this quality system is determine that assist to increasing
the quality of an organisation. It is very necessary to understand the roles and responsibilities so
according to this they can utilise approaches in effectual manner.
ISO 9001 quality management is determined as international standards which is
undertake their demands for QMS. In organisation they utilise quality standard to exhibit their
capability to systematically gives services and products that regulatory demands and meet
customers.
The investor in people in quality management is found at websites. This schemes
change the company to modify or improve their performances of company people and grow
their qualifications, skills, loyalty, commitment, motivation, knowledge etc.
The European quality mark known as a conformity mark or certification mark. It is the
form of that service, company, products can meets an recognized the standard quality as dictated
through a regulatory body working in industry.

These type of approaches gives accurate vision of modification in standard quality and
that functions which are performing in NHS. There are several types of approaches to
implementing the quality systems.
Communication:- In this approach it share information among professionals and
customer's. In this approach is to assist patients and customers to distribute a many effective
information to health care practitioners, mangers etc. In this surveys and feedbacks from their
clients that can aid in measuring quality of services.
Planing policies:- The procedures and planning that can aid in modification of quality of
care to their clients in companies. With the appropriate planning policies, by this positive
outcomes can be comes out in an effective manner.
2.3
In health and social-care there different type of barriers that are internal and external. It
has been analysed that there are several barrier of potential that bounds the company in terms of
there work-culture (Waring, 2016). It has been analysed by NHS that health care faces several
barriers that is like lack of financial resources and that is the major issue of the company. There
are some internal barriers that is interaction between the people, organisation structure, risk and
resources. Whereas, external barrier include legislation, social policy, inter-agency, interaction.
These are as described below as:
External Barriers
Inter-agency: It is a type of external barrier, that includes the factors that affect the
health care of the patients. It may have the negative impact as it increases the healthcare cost by
excess use of resources and also increase the service duplication. Inter-agency includes loss of
legal powers that bounds the abilities to serve the patients. However, it also enhance equity in
service supply in NHS.
Social-policy: It is a barrier that bounds the implementation of the policy and also limit
the healthcare manner in NHS. With that different instruments also be unmarked and unused.
The plan of social policy is much less effective in terms of health and social-care department.
But on the other hand it also helps the people who are unemployed, lower income class.
Internal barriers
Interaction between people: The relation between the people of health and social-care is
affected as they have less communication that also affects the satisfaction of the patients. As

interaction is very important to understand the different factor and if patient doesn't try to
understand the feel of each other and doesn't respond effectively that creates the barrier.
Organisational barrier: It is a barrier that is induced within the organisation as it
includes both practitioner and researcher. It has been introduced when the goals and objectives of
the Healthcare is not cleared. This also includes the generation of complex behaviour that create
imbalance in the business environment.
LO3
3.1)
There are various system, policies and procedures of the health and social-care
organisation that has been followed by NHS. It enhances the effectiveness of the services that
maintains the balanced culture of workforce. According to UK government, the healthcare
system of private and public sector present there services to the patient in an effective and
efficient manner. The policies of NHS maintains professional standard of the services and also
implement the required policy for the citizens.
The total quality management of the health-social care manages the change of services
according to the welfare of the citizens. That enhances the efficiency of the quality services and
with that reduces the cost of healthcare. That increase the market share and profit and also satisfy
the need of the patients. It is a vital scheme of the hospitals of NHS, as it provides the long term
success to the organisation.
The participation of persons is referred that participation of patients is included a new
and open objects for their attempt. The activity of involvement of patients and sick persons has
an important attempt to quality improvement. During the process of planning and management
the involvement of patient is typically for lean style of their work as well as which is poorly
applied.
The CQI stands for continuous quality improvement in healthcare, it is the reduced of
integrated administration al processes. In which involvement of physicians and another faculty
members in provision and implementing shows active changes in procedure to prove results in
quality healthcare.

3.2
The quality in HSC services there are different types of features that effect NHS
including data and record of their positive results in company. Except this, The achievements in
health and social care unit is tied to determine their values and rewards. To obtain quality they
wants to raised unity to stakeholders. That type of factors influence to get quality care standards
in NHS through conveying out effective and comfortable quality system in administration. It
particularly involve their demands towards the work of appropriate level of their execution. This
is more important in HSC is efficient. It is consider careful use of limited resources, avoidance
of unnecessary interventions, paying attention to value for money. In given organisation the
health and social care should be responsible to transferred with providing personalised, examine
or improving potentiates, experience and satisfaction, compassion.
Availability of resources- In this factor there are various process of betterment in
attribute of products and services. As well as they wants more resources. For maintaining higher
quality in employment and services has instantly influenced to accessibility of resources. It is
major factor that having crucial effect on process of health care work for patients in an
organisation.
Economic Factors: In an organisation, the economical conduction that plays an
important role in planning of work and services. And in quality standards for health and social
care companies. In their services the statement and planning is more essential to meet objectives
of quality standards. In UK, the situation of NHS, is that the economic conditions are not well
and it has instantly influenced on planning or provision in their employment.
Size and services mix: In size and services the quality standards and effectiveness of
organisation are maintain factors. According to investigation of NHS, In both urban and rural
areas various another private companies in UK, in which the health and social care system
providing services and position. In which the service mix planning give important impact to
NHS.
3.3
In order to over crowded, In health and social care the efficiency and ability of staff
member in provided organisation has reduced to vast level (Wiley, 2015). In early time, most of
population in UK are want jobs, so for this they also have wait in queue for their jobs. In home
and social care, the facility is according to their ability at home care services is almost full and

the excess quantity of beds were almost filled. The main issue in given organisation, it has lack
of equipments and staff members so that total is puts on patients they have to suffer many things
by this deficiency. In order to all of consequences, the managements and administration in home
care is unable to protect their care quality.
The importance of service users obtained directly profit as per entire requirements.
According to this their demands are similar such as treatment for their diseases. The health care
practitioners in organisation are often stressed, depressed and worried. In which various type of
thoughts and ideas has poor facilities, insensitivity to their demands, worsened by long traits,
lack of information. By customer service there are different types of schemes, in which they
modify quality management which is evaluate regularly, encourage agents feedbacks, take a
team approach to eliminate bias, provide all agents clear and consistent standards.
LO4
4.1
The evaluation of health and social care is determine of quality services in order to
assess its valuable. The health and social care in NHS is measure the effective services and
modify operation in their organisation. It is a part of improvement in quality standard for better
results. This can help NHS to solve inform decision making process. By this they can build
normal issues and knowledge, skills. In HSC their major purpose is to modify their quality
standards services. In the given organisation the quantity of evaluation methods for improvement
in quality. It is current evaluating process in quality of care and there is collecting data
habitually. The use of daily record has different types of profits as well as there are also various
important troubles in quality management.
The measurement of quality, the needs are in very high in this scientific methods. The
way of their requirement have finer methods and techniques because of resultant data is useful
for them. In advanced data by approaches are being used to create essential changes. So that the
inaccurate methods to carry out a higher risks and hazards. The quality standard is capable to
modify as a phenomena in NHS. In Health and social care they must define quality standards and
quality management, measure their achievement, innovations to perpetually improve. It affects
the involvement in entire company. In which the visual accessory leadership is essential part. On

the other hand, the internal component, TQM is communicate their financial performance of
NHS as well as they also help in keen behaviour of those type of persons who required job.
In NHS the health and social care facilities by quality management generally precede
their approaches in very effective manner. In care quality commission is helpful to determining
the use of external surroundings. In external factors this also helpful to collect data and maintain
records in organisation for operating role and purpose.
In this the questionnaires has been used that is semi structured and structured. It includes
focus, groups, panels, road shows, feedback, forms etc. The sick person identify the criteria that
can count in evaluating their quality services and quality management. The patients judgements
are irrelevant, judge service quality. The requirements of patients are follow below:
Competence- The ownership of required skills and knowledge to perform their services.
Understanding of needs of patients- They developing effort to understand patients
according to their demands.
Access- Ease of contact and approachability.
Courtesy- Believability, trustworthiness, honesty of service provider, friendliness of
health and social care worker. credibility, consideration, respect, politeness.
Reliability- The capability to execute promised service accurately and dependably.
Responsiveness- The willingness to assist patients as well as to give prompt services.
Security- Risk, doubt, freedom from danger.
4.2
The effect of influencing services users of business process in quality service at NHS that
gives positive or negative impact are presented below:
In given organisation they can set up access the system of quality involvement through
concentrating on cooperative. It gives the value to evaluation of quality components in hygienic,
environment, safe, efficient. By declaring the quality standards is related demands of health and
social care to be a broader prospectives. Moreover, It is failure of involvement, who wants job
and sometimes, that can cause sick health. It is very tough to analyse the quality management in
health and social care while their training period has done under alteration from stakeholders and
several other persons that can bothered their functions.
The involvement of those type of peoples who required services and job which is belongs
to different backgrounds that can move in NHS towards innovation and creativity. The

concerned service users of patients are considering as empowerment, panel, consultation,
mechanism that is managed their services. There is increasing resources and funds that will also
helps NHS to pull patients as well as define the positive picture in head of service workers.
CONCLUSION
From the above assignment, it has been concluded that each and every type of
stakeholders for example customers, patients, staffs members as well government have their
perspective with respect to quality of care and quality management that are giving in health-
social department. Moreover, it has been terminated that various internal and external factors
which assist in found quality standards from which it can be modified in company. There are
several standards that happen in HSC departments that is used to access the quality management
service care. The poor service quality can increase negative effect on their stakeholders. The
utilise of various approaches that can assist in professional to develop better quality care to their
patients. The issues increases because of low level of thinking between health of patients.
Furthermore, it has been terminated that there are several type of barriers in HSC systems with
effectiveness of policies that can assist to accomplish better quality care of patients.

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