Managing Quality in Health and Social Care Solution Assignment

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 role 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............................................................................................................................................7
2.1 Explain the standards that exist in health and social care for measuring quality.............7
2.2 Evaluate different approaches to implementing quality systems.....................................8
2.3 Analyse potential barriers to delivery of quality health and social care services...........10
TASK 3..........................................................................................................................................11
3.1 Evaluate the effectiveness of systems, policies and procedures for achieving service
quality...................................................................................................................................11
3.2 Analyse other factors that influence the achievement of quality in health and social care
service...................................................................................................................................12
3.3 Suggest ways in which health and social care service could improve its services quality13
TASK 4..........................................................................................................................................14
4.1 Evaluate methods for evaluating health and social care service quality in the context of
external and internal perspectives........................................................................................14
4.2 Discuss the impact that involving users of services in the evaluation process have on
service quality ......................................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Quality is very much important for every kind of organisation as well as individual to get
desirable goals and objectives. Basis of quality majorly focus on maintaining the quality of
services by offering to their ultimate consumer base as per their needs and wants in proper way.
Managing quality ensures about safety and various factors related with the considerations that
are very much potential while dealing with kinds of situations. This report is based on the
stretton nursing home which offers health and social care services to their above 50 years clients
by offering best services to their clients in better way. This report is based on the case study of
Stretton nursing home which not able to give best services as it breaches law. This report is
based on the perspective of the stakeholders regards to the health and social care with role and
responsibilities of external agencies in giving best quality services to the ultimate users. It also
includes the methods for evaluation of social care services regarding external and internal quality
perspective. Further it includes standards that exist in social care for managing best quality by
using various kinds of approaches for implementation of quality systems.
TASK 1
1.1 Explain perspectives that stakeholders in health and social care have regarding quality.
Quality is very much important for every organisation to every organisation to give
delighted experience to the consumer base in positive manner (Curtis, 2013 ). Health and social
care service depends on individual to individual. For an organisation there are some important
perspectives in view of various kinds of stakeholders that are as follows:
Perspective of the services seekers: Each and every individual have their own perspective
in context of service quality of health and social care sector and it is very much essential for
them to meet the needs and wants of various kinds of patients and service seekers (Doherty,
Horne and Wootton, 2014). the perspective of service seeker is to at least meet the essentials of
patients but not mean that only meet the basic needs of an individual or group of individuals. If
they are not able to meet the demand of service seekers then they have to evaluate major reasons
behind it. It is very much important for an services home care if not able to give best services to
their clients then they have to conduct the research to find out major reasons behind it.
Perspective of workers or staff members: Workers of Stretton nursing home for that to
provide best working practices they have to give proper training and development so that they

can give their best services to their ultimate consumer base. Personnel expect that management
give the proper monetary and non monetary benefits to them so that they remain always
motivated to give their best in organisational as well as self development in positive manner.
With the percept that organisation work in good faith of them so they contribute their a lot.
Organisation have to give necessary information about various kinds of laws and regulations to
their employees so that they can never breach any kind of laws in their organisation.
Perspective of technicians: To deal in effective manner organisation have to be give
proper knowledge and information to their each and every kind of personnel. In context of
Stretton nursing home they show their faith or trust on their technicians to give best technical
services so that they can be able to give delighted experience to their consumer base (Hardyman,
Daunt and Kitchener, 2015.). The perception of technician that management provide functional
qualities of home care regarding auditing, recording of data and information with supervision in
positive manner so that they can give their best in organisation as well as own development to
establish in market. They expect that organisation provide fair wages and remuneration to them
and work in their interest also so that they remain always motivated in giving their best. With
help of Total quality management the whole staff members can be able to maintain perfect
quality while treating with their employee base in order to get best results.
So it can be said that perspective of quality should be different from stakeholder to anther
one. To maintain that kind of understanding organisation have to give proper knowledge and
skills to them so that best and competent results should be achieved by them.
1.2 Analyse the role of external agencies in setting standards.
For an organisation quality matters a lot and for maintaining level of quality they have to
set various kinds of standards that helps in giving best quality of products and services for the
ultimate consumer base. With help of external agencies Stretton nursing home can maintain
their level of quality and by giving education to their personnel to follow all rule and regulations
so that harmony in organisation should be maintained in proper way.
There are some kinds of external agencies exists that helps in setting various standards to
set quality of products and services that are as follows:
Care quality commission: it is one of the well known department of public body in UK
that work or deals with setting standards in field of health and social care sector to give best
quality services to the ultimate consumer base . It helps in safeguarding the self interest of the

home care centres by setting some standards that proved beneficial to services seekers in context
of Stretton nursing home that every one give their best without breaching any laws and
regulations to maintain harmony in work and their results in proper way. It helps to supervise
and regulate the standards of home cares and social care centres in best manner. Some another
external agencies also give their contribution in setting standards of quality management so that
important results should be achieved in an organisation.
National institute for clinical excellence: That institute is one of most important body to
give best services by setting standards regarding products and services that should be offered to
the ultimate consumer base in positive way. It helps in setting guidelines and by giving proper
direction to Stretton nursing home to give best services to their clients. It by using wide range of
knowledge and information give best quality products to them so that delighted experience
should be maintained in positive manner.
NMC (Nursing and Midwifery council):
It is one of professionalism regulator of nurses and midwives in the market of UK. The
main focus of that authority is to ensure about that professionals have the adequate knowledge
and information to provide consistent and quality services to keep people safe and secure. By
setting education and servicing standards they able to give one of best practices in health and
social care industry.
So above mentioned all external agencies of health and social care are very much
important for organisation that serve in health and social care for motive to best serve and
manage quality of products and services in positive way.
1.3 Assess the impact of poor service quality on health and social care stakeholders.
Poor quality services impacts very bad not only on the organisation but each and every
individual who associated with it. With poor quality organisation loose its brand values and
loyalty of their consumer base that ultimately impacts profitability level of an organisation in
negative way. So in context of Stretton nursing home they have to maintain service quality they
have to follow each and every law in proper manner so that desirable goals and objectives should
be achieved.
Impact of poor quality on the organisation: Poor quality hinders self interest of an
organisation. Poor quality reduces the productivity of the Stretton nursing home because it
ultimately reduces the level of profitability of an organisation in better manner. On other hand

poor quality of products and services directly affects to the satisfaction level of their consumer
base in negative way. So it directly and indirectly impacts on organisational works and activities
to get fruitful outcomes in positive manner. By maintaining high quality in service industry
organisation can be able to gain competitive advantage that is one of the most important factor.
Impacts on the poor care of the service users: Poor service quality services also impacts on
negative manner on the service users to get right kind of outputs. Negative results enhance
negative mouth publicity that hinders self interest of an organisation to deal in effective manner
to get desirable outcomes. If the consumers satisfaction get down day by day then it negatively
impacts on organisational profitability. With the poor quality of products and services Stretton
nursing home not be able to remain stable and competitive for long time in market. So maintain
quality is one of most important aspect in today’s competitive world by giving best efforts
through giving education and training to employees to get fruitful results in positive manner.
Service-user:
The healthcare social services impact on the service users if they provide poor services.
In case the experience of service users in context of of Stretton decreases then it creates poor
mouth publicity and also harms the loyalty of consumers. If management use the poor quality
services and use poor equipments then it leaves hazardous impact on their health.
Staff organisation:
By poor quality services the organisation and the staff members affected by it in adverse
manner. Poor quality reduces the level of productivity of employees as well as organisational
profitability and harms the trust. Stretton harms the level of trust of an consumers that pace
towards the shut down of organisation.
Care quality commission
CQC helps to set standards and give policies with regulations to build standards while
giving services to the consumers. If Stretton not obey the policies of CQC then it impacts
adversely on its image and reduces its role in the health and social care industry. If that
department not set standards then Hospitals not provide the best services that put hazardous
impact on their health.

TASK 2
2.1 Explain the standards that exist in health and social care for measuring quality.
Standards to maintain quality is very much crucial for an organisation to deal in effective
manner the changes that occurs in taste and preferences of consumer base in positive manner.
Quality standards helps to set a framework that ultimately proved beneficial for employees to
follow all kinds of rules and regulations in systematic way. Every organisation have their
separate standards that proved helpful for organization to measure and quality of products and
services in positive way. Particular set of standards proved beneficial for Stretton nursing home
for effective application to maintain quality. These kinds of standards gives the standards to
maintain excellence level in products and services to meet the standards in proper manner. There
are some important standards that are ISO 9000/14000, various codes of practices with CQC and
norms of NMC to bring stability in organisational work and activities in positive way to get
desirable outcomes in positive way (Care Quality Commission, 2012). It proved beneficial for
health and social care sector to fulfil the standards that directly helps to build most effective
products for the ultimate consumer base. It is very much crucial for nurses to direct and follow
the codes of conduct that helps in building best quality products and services for consumers of
health and social care to deal in effective manner. With help of standards organisation can be
able to compensate the demand so consumers by giving in determined time frame and in
effective manner. To measure the quality standards organisation can be compared by standards
by other organisations so that they can be easily amend in their existing system as per the market
needs and demands to get desirable outcomes in positive manner. In context of Stretton nursing
home they by setting standards that helps to them follow all kinds of rules and regulations that
proved helpful to get outputs in positive manner.
Standards of CQC:
The major standards that set by CQC that always care and provide welfare who avail
services by effective, safe care with treatment by supporting and meets the needs to protect the
rights of people. It also monitor and assess the quality service provision by eliminating the risk
associated with people's health, welfare and safety. In context of stretton they use various
standards within their organisation to provide one of safe and secure working practices to them.
Standards of NICE:

The one of best practices and standards that set by NICE that is by giving one of best
services and treatment to patients to prevent them by ill health so that they get fast recovery and
satisfied with their services. They also operate kinds of campaign to promote and protect the
good health. By setting standards improve the quality of care and health services to remain alwya
competitive in the marketplace positively.
Standards of NMC:
NMC majorly build to give one of best practices and regulations in context of registered
nurses by giving standards framework and midwifery education, standards for the supervision
and their criteria of assessment that helps to check their level of efficiency. They set standards of
programme to protect the self interest and give rights to nurses and midwifery so that they
contribute their best in organisational as well as self development.
2.2 Evaluate different approaches to implementing quality systems.
To maintain service quality in an organisation it is very much important to set some
standards that proved helpful to easily implement systems to maintain quality in positive manner
in an organisation. In context of Stretton nursing home by using various kinds of approaches
they can be able to bring harmony in works and activities. The system of quality should be in
context of care home included in major documents of organisation to best efforts to convey the
stakeholders (Amin and Zahora Nasharuddin, 2013). It is very much important for organisation
to build some strong standards that helps to follow all kinds of regulations in positive manner.
change in quality services for home care services helps to reach at pinnacle level. In context of
Stretton nursing home by implementing changes with quality models so that best results should
be accomplished.
There are various kinds of approaches to maintain quality of products and services to
remain always stable in an organisation to deliver right kind of values to ultimate consumer base
that are:
Stratton home care favours the quality assurance the major reason that it concentrates on
the problems or issues that are directly related with the regulations such as documentation for
service seekers by putting right kinds of efforts in context of home care process (Barlow,
Roehrich and Wright, 2013). To maintain best quality products total quality management proved
beneficial that approach are extensive in nature and revealing the analysis that should be done in
an organisation. With help of it defects should be eliminated and best quality products should be

implemented. So these approaches are very much important for an organisation to deal in
effective manner by bringing harmony in works and procedures.
By maintain quality in products and services to eliminate defects by producing products
and services for the ultimate consumer base. These approaches proved beneficial for Stretton to
get desirable goals and objectives by bringing harmony in works and activities. So it can be said
that organisation have to bring harmony in their works and activities by eliminating defects in
works and procedures.
Total quality management:
TQM is one of the well known philosophy with its core values that centred on continuous
improvement in the quality of products and services, processes to meet the consumers
expectations in positive manner. There are some sort of principles of TQM that are as follows:
 The principles of TQM states that organisation have to put efforts on producing the
quality products and services so that they can be able to give best experience to
consumers.
 Organisation for enhancing the quality of products have to focus on their consumers that
are very much important for organisation.
 Organisation have to adopt one of strategic approach to bring improvement in the quality
of products and services to remain always competitive in marketplace.
 To build error free products and services organisation have to focus on the continuous
improvement in works and processes so that desirable outcomes can be achieved.
The main advantage of TQM that it by eliminating the wastage during the production process
that automatically eliminate the cost associated with the project.
With disadvantage of TQM that while it implement in the organisation employees are not ready
to accept the changes in positive manner that hinders the self interest of an organisation.
Clinical benchmarking:
Clinical benchmarking is a chain of activities in which current practices and care services
should be compared with the amended practices that organisation have to attain for best practice
and care. With benchmarking is an system that provides a structured approach to bring realistic
and supportive development in an organisation. In context of stretton they by using clinical
benchmarking set standards to achieve desirable goals and objectives positively.

So in context of Stretton to provide one of best services to consumers they have to use Clinical
benchmarking that provides clear instructions and guidance to amend in health care practices to
remain always competitive in marketplace.
2.3 Analyse potential barriers to delivery of quality health and social care services.
Stretton Care Ltd is a care home which always provide good services to its patients. An
organization is always have some challenges or barriers which hinder its performance leaving an
impact on the service quality and delivery. Some of the barriers which have been affecting the
quality of services are as follows:
Resources- This is an internal barrier due to which Stretton had to go through. Social and
care unit is for the patients suffering from various kinds of diseases, this is the main objectives
which can be achieved with adequate resources. It has been found that staff did not always fulfil
the needs of patients. There were situations where patients were suffering from dehydration but
they were not provided sufficient amount of water. Stretton has failed to have sufficient
resources this has made the condition of its patients worse.
Adherence to statues- Laws are important for every business in order to carry the
business within the legal boundaries. Social and care units are established with a view to take
care of people hence, legal provisions are necessary to comply with in order to maintain the
legality in the business. Non-compliance of applicable laws can create problems (Rubio-Valera
and et. Al., 2014). This diverted the focus of the management of Stretton from prime activities
therefore, financial burden was added this caused the entity to have low budget for spending on
purchasing the resources.
Organizational structure- Entities often change their organizational structure in order to
work more efficiently which affect the service quality. The main problem that occurs in this is to
make the staff understand the reasons behind changing organizational structure and make them
familiar with new one. The existing policies were not sufficient to maintain adequate safety
within the organization. Furthermore, the staff of Stretton failed to exercise full control and
monitoring on the activities of its staff which increased the difficulties.

TASK 3
3.1 Evaluate the effectiveness of systems, policies and procedures for achieving service quality
Systems, policies and procedures are made so that entities can have certain standards in
order to meet the expectations of the service receivers. The other reason is not to make any
mistakes in delivery of the services. This is beneficial in managing the requirements of clients.
Stretton Care Ltd can have recruitment, communication system and monitoring system
implemented within the organization. Recruitment refers to methods of choosing the most
suitable candidate for achieving the tasks assigned to them. With the use of this, Stretton can
have individuals having required qualifications, skills and capabilities to manage the work. It is
useful for selecting people who fit the specifications of job vacancy. It has been found that
Stretton lacks sufficient number of trainer employees hence, it can look for those having
experience in the field of health and social care so that time and cost can be saved. Proper
planning of recruitment along with choosing the right method can get Stretton appropriate
members within target time. Apart from this, communication system is a way through which
information is exchanged from one person to another and from one place to another. It should
have an effective system within the organization which is very well known to all team members.
Also, every individual should be given training to use the system so that right information can be
shared without any delay. Staff can communicate with each other about urgency, replenishment
of stock, particular requirement of patients etc. This is effective in raising the quality and
standard of current situation going on in the unit. Lastly, it can have monitoring system for
tracking the actions according to what has been planned. It is fruitful in keeping all the actions in
place so that outcomes can be achieved as per the standards. It involves controlling also in which
the gap which has been ascertained can be minimised by taking corrective actions (World Health
Organization, 2016). It is important to evaluate the working of Management and proper
leadership should be provided to the staff for guiding and giving them direction to to provide
appropriate services to the patients. This increases the chances of improvisation in the existing
service quality which further helps in making improvement India all system practices and
procedures. Apart from this, it is important for social and healthcare units to focus on the needs
and interests of the patients receiving the services for speedy recovery from their illness.

3.2 Analyse other factors that influence the achievement of quality in health and social care
service
Every type of business goes through ups and downs because of variety of factors that are
significant to affect the achievement of quality in the services provided (Bowling, 2014). These
factors should be identified and analysed in order to get a conclusion to reduce the impact so that
standard of the quality is maintained. In the context of Stretton, d the forces that are affecting the
quality in the health and social care services are as follows:
Expectations of user: it is one of the main factors which is about the level of expectations
of the patients from social and healthcare service units. In most of the cases, uses have high
expectations which is not possible to be provided by such organisations. However, carry on it’s
always try to fulfil the needs and requirements of its patients to provide them full satisfaction and
achieve the expectations. Stretton is a health and social care your net which makes continuous
improvements for raising the standard of its service quality in order to meet their expectations of
patients.
Financial resources or funding: this factor is about gathering the funds from different
sources so that service quality can be improved. There are different kinds of sources which can
be accessed in order to raise funds for its utilisation in the main business of an organisation. In
relation to Stretton, government of funds available with the unit is sufficient to to accomplish the
goals of maintaining the service quality. However, it should assess the level of quality and
correct any variances with corrective measures.
Media: is that part of the society which is responsible with collecting the news and make
the people aware about what's going around the world. It plays a great role in influencing the
quality dimensions in health and social care services. Also their influence on the mind-set and
opinions of people are great and impactful. This promotes a brand or products from zero to a
very high level resulting in increasing the popularity for that particular brand or good. With
regard to Stretton, it should always maintained a quality standard so that irrelevant and rivers can
be avoided which may have negative impact on the quality services and perceptions of its current
and prospective patients.
All these forces should be assessed to know their impact on the service quality.

3.3 Suggest ways in which health and social care service could improve its services quality
Stretton was providing the services to the expected level of its patients however the number of
problem started soon enough. It breached major legislations, the number of regular complaints
were increased and patients were complaining about not getting the proper services because of
reduction in staff. Also, the patients were facing problems of dehydration due to lack of water
available at the place (Griffiths, F. and et. Al., 2012). The other issues for that stuff was
untrained and light in supervision, care plans for not reflecting what the current healthcare of
patients, user guides and complaint procedure for not accessible for maths for people with
physical impairment and disability and the list was long to cover all the problems. Every problem
need to be sorted with a solution as quickly as possible. Hence, to overcome the problems faced
Stretton, following measures can be undertaken which are mentioned below:
 The staff should be given adequate training along with proper supervision so they can
exercise their roles and responsibilities with care and proper direction. They should be
made understand to spend more time with patients and encourage them to eat it and
maintain their routine.
 You should have a team dedicated to oversee the legislations which are applicable on the
social and healthcare units for complying with the applicable laws. This is the major
problem Stretton business as it has contravened many prime statues.
 The basics of services such as water, installation of phones near the bed, Bell facility, and
many such other services should be provided him the right amount and as per the
convenience of the patients. This will reduce the number of complaints from the patients
with his their expectations will be fulfilled if improvements are made in the service
quality.
 There should be meetings and seminars for having frequent interaction with each other
and to increase knowledge and to implement innovative ideas.
 Lastly, feedback should be taken from patients and their family members to understand
that queries or complaints for providing effective and appropriate solution.

TASK 4
4.1 Evaluate methods for evaluating health and social care service quality in the context of
external and internal perspectives
Health and social care service quality should be checked at fixed intervals. It should be a
routine exercise which can help regulatory authorities and providers to have better learning and
better information regarding future betterments. It is important to measure the service quality for
maintaining the required quality of health and social care so that patients can be become healthy.
There is a particular system for measuring the service quality. It can be done through quality
review, quality audit and quality inspection. These have been explained in the context of
Stretton:
Quality review- It is a function which is conducted internally within the organization. The
main activities involved are to inspect quality as per particular structure so that service of
Stretton can be met. This method is used on regular basis for monitoring activities related to
services or products. It is effective in keeping things at place by reviewing the quality on daily
basis.
Quality audit- It is the systematic investigation of quality system implemented in an
organization with a view to find out shortcomings. It is conducted by internal or external quality
auditor or an audit team can also be appointed. It is useful for knowing efficiency of the system
so that improvements can be made. Furthermore, it ensures that standards applicable on Stretton
are met.
Quality inspection- It refers to measures designed to check, measure, or test the features
of products or services. The ultimate aim is to make a connection with final outcome in order to
fulfil the compliance. It is an activity of specialist who is loaded with expertise and advance
knowledge. In respect to Stretton, it can use this ensure minimum safety, quality, and resources
within the organization so that unnecessary costs can be reduced (Halbesleben and Whitman,
2013).
Apart from this, feedbacks work as a good way to evaluate the quality of service for
improving service quality as per the expectations of the patients. In addition to this, data can be
gathered buy quality programs so that top management can make decisions in order to implement
them within the organisation.

4.2 Discuss the impact that involving users of services in the evaluation process have on service
quality
Service users are the people who conduct the services and are closely related to influence
quality of service. It is very important to include them every activity that is being performed in
health and social care organization like Stretton. Their contribution can be in the form of new
ideas, opinions etc. When it comes to evaluation process of service quality, the perceptions or
judgement of service users can provide positive as well as negative impact upon the entity. They
provide supervision which helps in better management of work. Due to this, number of problems
get reduced which increases the efficiency. Furthermore, with the exchange of information and
idea, two way communication can be done which is helpful in providing effective training. It
makes them feel happy that they are being engaged in the management of the health and social
care unit which encourage them to hard work. However, there could also be negative impact
such as resistant to change according to requirement,lack of interest in taking initiatives. Apart
from this, there is constant problem to change the attitude of professional towards service quality
(Zhao, Lu, Zhang and Chau, 2012).
CONCLUSION
The service provision of Stretton Care Ltd. is getting impacted through number of aspects
amid which some are being mentioned in the study. Hence, lastly researcher has discussed
several suggestions through which Stretton could improve the level of service quality.

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