Managing Quality in Health and Social Care

This document discusses the differing perspectives of quality in health and social care services, strategies for achieving quality, and potential barriers to delivery of quality services. It also explores the standards for measuring quality and the role of external agencies in setting those standards.

Managing Quality in Health
and Social Care

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK A...........................................................................................................................................3
LO1: Understand differing perspectives of quality in relation to health and social care
services...................................................................................................................................3
1.3 Assess the impact of poor service quality on health and social care stakeholders...........6
TASK B...........................................................................................................................................7
LO2: Understand strategies for achieving quality in health and social care services............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 services in health & social care.........10
TASK C.........................................................................................................................................11
LO3: Be able to evaluate systems, policies and procedures in health and social care services 11
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....................................................12
3.2 Analyse other factors that influence the achievement of quality in the health and social
care service...........................................................................................................................14
3.3 Suggest ways in which the health and social care service could improve its quality....15
TASK D.........................................................................................................................................16
LO4: Understand methodologies for evaluating health and social care service quality......16
4.2 Impact of involving service users to evaluate service quality........................................16
CONCLUSION..............................................................................................................................17
REFERENCES..............................................................................................................................18

INTRODUCTION
Managing quality refers to apply effective policies and techniques for increasing
effectiveness of clinical practices for improving patient outcomes in health & social care. It
includes to analyse threats of procedures and implement changes for increasing relevant outputs
for better patients experience. However, it consist the criterion of working in a team of
professionals including nurse, pathologist specialist, psychiatrist and surgeon together for
increasing entire quality of medical services (Horton and Farnham, 2015). It is necessary for
medical practitioners to remain very careful while making decision for treating an individual
because their minor mistake may leads to severe complications. The present report is based on
Royal Papworth Hospital that can be known as a leading heart and lung hospital which is located
on the Cambridge Biomedical Campus in Cambridgeshire, England. It was founded in the year
around 1918 and consisting various facilities along with approximately 300 beds with speciality
in cardiothoracic hospital. This assignment will focus on perspectives of stakeholders regarding
quality and role of external agencies in setting standards. It will also include existing standards
for measuring quality and potential barriers to deliver quality healthcare services. The
effectiveness of systems, policies & procedures and factors influencing quality in health & social
care service is given below.
TASK A
LO1: Understand differing perspectives of quality in relation to health and social care services.
This task consist the criterion of different perspectives of stakeholders in terms of
boosting up quality of services in health & social care. It will also focus on role of external
agencies in setting standards in context of increasing effectiveness of clinical practices for
improving patient outcomes. The impact of poor service quality on stakeholders in health &
social care is described here.
Stakeholders can be described as an individual, group or organisation that impact by
outcome of particular project and play important roles for making relevant decisions. The
stakeholders of an organisation are responsible for playing an important role in order to complete
set targets and objectives of business. They have an authority to suggest effective ideas or
methods which provide support to boost up quality of health care services which facilitate to
improve patient outcomes respectively (Giddens, 2013). However, stakeholders of an

organisation includes staff members, investors, customers and government agencies which has a
role to increase quality of clinical practices in respect of attaining better outputs. In context of
Royal Papworth Hospital, different stakeholders has their own perspectives regarding quality in
health & social care which are explained further –
Government agencies – This can be described as external organisation which set care
standards for medical probationers and conducting inspections in hospitals to ensure desired
quality and delivery of facilities to people. It involves agencies including Care Quality
Commission (CQC) and National Institute for Health & Care Excellence (NICE) whose
guidelines are mandatory to be followed in every care home in country. These external agencies
determine threats of clinical practices and provide appropriate guidelines to overcome with them
foe increasing quality of facilities respectively. In context of Royal Papworth Hospital, CQC &
NICE have a role to give effective instructions of hospital management regarding several aspects
to improve quality of medical facilities. Moreover, it will facilitate to reduce mistakes and
increase patient outcomes respectively (Doherty, Horne and Wootton, 2014).
Employees – The staff members are considered as backbone of any organisation as they
put efforts to deliver required services to customers. Employees are much capable to give
effective suggestions in context of improving specific aspect of operations for increasing quality
of facilities delivered to sick people for their well being. Meanwhile, they can render appropriate
suggestions to improve productivity of entire organisation in Royal Papworth Hospital properly.
Investors – This includes those individuals ho invest their funds into business in order to
conduct various operational activities to gain fix rate of return as profits. They have a right to
provide recommendations of efficient methods of techniques in order to improve quality of
medical facilities which facilitate to boost up profitability of organisation. In context of Royal
Papworth Hospital, achievement of better profits by increase effectiveness of clinical practices is
beneficial for investors to get more rate of return on invested money.
Customers – The customers are main factor whom which entire management of an
organisation put efforts to fulfil their actual needs properly (Moser and Kalton, 2017). Clients
provide feedbacks about threats of services and aspects in hospital which create problems for
them that are required to be considered by staff to improve properly. The employees of Royal
Papworth Hospital should consider feedbacks and compliant of patients as it is beneficial to
boost up quality of overall clinical practices.

External agencies like CQC and NICE plays a significant role to conduct inspections in
Royal Papworth Hospital for regular basis to in order to make sure about implementation of set
standards of care. They have a responsibility to determine threats of practices and provide related
information to management of selected health care organisations along with providing effective
methods to overcome with these issues. However, it will provide support to improve quality of
medical facilities which facilitate to boost up patients outcomes in health & social care.
Moreover, external agencies are also responsible to fulfil their duty to analyse negative
feedbacks of patients and way of practitioners to deal them to evaluate appropriateness of their
clinical procedures (Sampson, 2017). CQC and NICE may put penalty if complaints of people
are ignored by care professionals or set standards of care are not follow by the, they can cancel
licence of individual practitioners or entire car home.
Health services commissioners and local authorities plays an important role for
improving quality of clinical practices and services. However, health services commissioners
have a duty to manage complaints and assist providers to development clinical procedures for
resolving issue of clients. They perform with public authorities and put efforts to protect rights of
an individual while getting care facilities. Local authorities provide support to people and give
several medical facilities for free of cots to prevent spread of infectious disease in communities.
They helps to increase quality of medical facilities by providing desired amount of funds for
improving clinical practices. The role of external agencies is very important in order to set
effective standards of working which are required to be followed by every medical practitioner
properly. It includes various guidelines and instructions which should be applied in every health
care organisation as they facilitate to make accurate decision making to deliver proper treatment.
However, these standards are helpful to reduce risk of occurring drug errors and other mistakes
while conducting clinical practices for well being of an individual. In case of Royal Papworth
Hospital, overall professionals including nurse, doctors, surgeons, specialist, pathologist,
psychiatrist etc. should follow set standards to provide appropriate treatment to patients for
making their healthy. Hence, some of desired standards of care are mentioned here. Initially, it is
necessary for professionals to deliver person centred care by maintaining dignity and respect of
an individual. Meanwhile, it consist to prefer informed consent and provide information patient
about specific clinical practice before implementing it to their care plan. In addition to this, care
professionals has a responsibility to protect patients from any kind of harm, abuse and neglect

while dealing with them (Stevens, 2017). Moreover, they have maintain cleanlinesses and safety
of an individual by providing appropriate food & drink and use equipments properly.
Furthermore, another standards are related to clean premises, complaints, good governance,
staffing, fit & proper staff, duty of candour and display of ratings which are are followed by
employees in Royal Papworth Hospital to deliver appropriate facilities for achieving better
patient outcomes.
1.3 Assess the impact of poor service quality on health and social care stakeholders
Poor services quality in health care organisation is responsible for reducing goodwill and
profitability which reduce profits of stakeholders. It consist the fact that inappropriate care
facilities create complications for sick people or they may leads to death due to improper
services provided by practitioners. However, stakeholders of an organisation consist staff
members, customers, investors and many more whose benefit depends upon growth as well as
profitability of an organisation. Moreover, it has been analysed that loss of entire business
impacts negatively on rate of return of stakeholders of an organisation. In context of Royal
Papworth Hospital, poor services of hospitals impacts on stakeholders by reducing their profits
which is explained further –
Staff members – This can be described as those people who are working in an
organisation on regular basis to complete desired goals and objectives. Poor services of
organisation reduce overall productivity and profit share of organisation which decrease the
chances of bonuses and incentives for staff members which could contribute to prevent their
growth in career (Hong and et. al., 2013). However, reduced brand image of Royal Papworth
Hospital put a question mark on their capabilities and skills which is not favourable for their
future career.
Services users – This includes people who access the services of a hospital or care
homes. It is noted that poor healthcare service could affect the care and treatment of service
users. Meanwhile, improper care and poor facilities could creating complexities and challenges
for the service user or even lead to death. Moreover, it has been analysed that patients get
suffered in severe ways in the hands of so that it is essential for care practitioners to maintain
appropriate quality of clinical procedures for providing desired treatment to an individual for
their well-being.

Share owners – This can be described as those individuals who invest their funds in
operations of specific health care organisation to gain profits in the anticipating of return.
However, poor services of organisation impacts on goodwill of brand and reduce overall profits
which impacts on income of investors as they will not get better benefits on invested funds (Ball,
Grubnic and Birchall, 2014).
TASK B
LO2: Understand strategies for achieving quality in health and social care services
The given task will consist description about effective strategies which are helpful to
increase quality in health & social care services. This will undertake existing standards to
measure quality in health and social care and different approaches to implement quality systems.
I will also include analysis of potential barriers for delivering better quality of medical services
to patients.
2.1 Explain the standards that exist in health and social care for measuring quality
Values of health care quality are formulated through diverse strategies of code practices
that must be considered by each employee of Royal Papworth Hospital for rendering medication
in an appropriate manner. It comprises of comparison in between working standards to actual
efforts made by medical professionals that will identify gap. Apart from this, issues related with
health care services can be determined for improvising medications quality. Quality measures
consist to use best practices, codes of practices, etc. Minimal standards comprises of appropriate
procedures as well as planning for attaining required results. In addition to this, they need to have
best treatment to recover from cancer. The effectual practices comprises of chemotherapies of
cancer that will aid her get free from disease.
In addition to this, these rules will aid in evading erroneous pathways for inclusive needed
by an individual that is relevant for making long term benefits for improvisation of reputation
from people as well as external agencies (Glendinning, 2015).
Performance indicator: They are type of performance measurements that are
responsible for evaluation of success of organisation or activities in which they are being
involved. With respect to healthcare, they denotes the ways for treating their patients and how
much they have been cured with passage of time.

Codes of practice: It formulates standard of conduct that are anticipated for healthcare as
well as adult social care workers. This also outlines attitude along with behaviour that is
expected from workers those sign up for the code.
Legislation: This consist legal rules including Equality Act 2010, Health & Social Care
Act 2012, Data Protection Act and many more. These are helpful to measure quality of care
services because legislation are responsible for facilitating efforts of medical professionals in
correct direction that support to maintain better quality of facilities (Challis and Clarkson, 2017).
2.2 Evaluate different approaches to implementing quality systems
There exist diverse types of policies that are formulated by medical care institutes for
applying to quality systems so that efficacious treatment can be given to patients. Apart from
this, it is crucial to make use of these practices to have maximal output from them while helping
people to cure from certain diseases. For this, they need to have strong planning and monitor
them along with this latest equipments are required for having improvised results with respect to
chemotherapies, surgeries as well as various others. This can be attained by:
Planning: It comprises of criteria for establishment of appropriate plan of action for
treating her from cancer. It is crucial for Royal Papworth Hospital to effectively make use of
technologies as well as strategies with respect to execution of quality services. For an instance
chemotherapies can be done through utilisation of technologies for reduction of cancerous cells
within tissues (Weare, 2013).
Process & procedures
Staff training: For carrying out the planning as per desired standards, it is necessary for
Royal Papworth Hospital to render effectual training to their employees with respect to
technologies for having better results. It is crucial for having effectual use of procedures and
policies to ensure that patient is treated in enhanced manner.
Communication: It is necessary for Royal Papworth Hospital to have effectual
communication in between medical professionals with respect to treatment of their patients. In
this case they need to make sure that effectual communication takes place in between
practitioners as well as patient. This aid them to have effectual decisions while treating her and
can make changes in immunotherapy for improvising effectualness for treating cancer in
required manner.

Along with this, PESTLE analysis can be used by Royal Papworth Hospital to consider
different factors that will aid them while treating their patients. It is elaborated below:
Political factor: They comprises of government regulations and rules that must be
followed by Royal Papworth Hospital for improvisation of medical facilities so that patient can
be treated in appropriate manner.
Economic factor: It comprises of growth, inflation as well as interest rate that is liable
for increment within cost of resources which makes medication very costly (Ellner and et. al.,
2015). Royal Papworth Hospital need to execute effectual strategies for boosting quality services
through collection of funds. This will assist to accomplish complaints made by patient with
respect to waiting time, cleanliness and communication.
Social factor: It comprises of thoughts, beliefs and attitude of an individual that creates
influence on work. Patient has complained about employees behaviour that must be eliminated
from NHS while carrying out communication in between patients for furnishing actual treatment.
Technological factor: It comprises of technological trends in diverse effectual
equipments that are being utilised by each firm. This is crucial for Royal Papworth Hospital for
adoption of innovative technological devices for facilitating effective communication by which
threat of indecent treatment can be eliminated.
Target setting: The target is to apply innovative and advanced technology in order to
improve quality of clinical procedures properly. It include to provide staff training so that they
can utilise new implemented technology in appropriate manner. However, optimum utilisation of
fresh technology is helpful to improve overall quality of medical services.
Audit and monitoring: This involves to conducting inspection to determine that new
implemented system of policy is much effective or not to fulfil desired target accurately. It
include to regular monitoring of applied technology or practice and evaluate need of changing it
to complete set target (Walker and et.al., 2017).
The implementation of quality management systems can be done by taking certain
steps that are mentioned here. Initially, it includes to communicate about new quality
management system to make them aware about fresh strategy of healthcare organisation.
Meanwhile, apply new system by managing cost and following plan of action in correct way.
However, it is necessary to provide proper training to employees and make them capable to use
the same in appropriate manner for generating maximum outputs. Moreover, monitor the regular

working of people on fresh quality system to make use about its effectiveness and benefits for
improving quality of procedure and treatment activities.
2.3 Analyse potential barriers to delivery of quality services in health & social care
The efforts that are carried out are not enough for delivering enhanced quality services
with respect to health & social care. There needs to be improvisation within health status of
people by resolving their issues in appropriate manner. It comprises of criteria for identification
of potential barriers that create problems while rendering essential medical amenities to patients.
This denotes that internal as well as external factors that are liable for creation of issues with
respect to medications must be taken into consideration (Nelson and Staggers, 2016).
External factors include legislation, inter-agency interactions and social policies. On the
other hand internal barriers are organisational structures, resources, risks along with
communication among people. Moreover, these entities might create issues that also includes
legal policies which will render guidelines must be strictly followed. There are diverse barriers
of Royal Papworth Hospital, they are presented below:
External barriers: The inter-agency communication comprises of CQC & NICE for
evaluation of services as well as practices within Royal Papworth Hospital by carrying out
inspection along instructions are given with respect to medical services through diverse
guidelines. In addition to this, there are various legislations such as Equality Act 2010, Health &
Social Act 2012 as well as some social policies that are crucial to be amended (Provost and et.
al., 2015). With respect to Royal Papworth Hospital, there exist several useful steps that become
barriers for providing appropriate medications.
Internal barriers: There exist diverse complications as well as risks within critical
chemotherapies, surgeries, anaesthetic problems and various others that create negative impact.
Furthermore, organisational structure as well as lack of resources with ineffectual interactions
along with unhealthy communication among people leads to dissatisfaction in between patients
within Royal Papworth Hospital.
Scrutiny of other barriers: They comprises of lack of communication as well as training
and poor hygiene that creates pessimistic impact on medical situations of patients. Royal
Papworth Hospital needs to opt for technology and provide training to staff with respect to that
so that desired results can be attained.

NHS workers say lack of resources harms patient care as when individuals are not given
appropriate treatment or provided with on time medication then this will lead those diseases to
become incurable with time. For an instance if cancer is not detected in initial stage then it
becomes very difficult for an individual to survive at last stages.
Four in five health and social care workers think that their organization does not have
adequate resources to meet patient's care needs.
Lack of staff: This factor causes adverse impact on ways in which services are being
delivered to patients. It will hamper the health of individuals as well as it will also lead to decline
within performance of entire organisation.
Laziness: It is the other factor that causes harmful impact. This can be understood by an
example, doctors are not present on time, even in the case of emergency sometimes they are not
available. This will lead to creation of negative impact as it might lead to death if careless or lazy
attitude is maintained by individuals.
Absenteeism: The worst factor doctors, nurses or caretakers are not available within the
hospital. Sufferers are only patients as they lack appropriate treatment and their diseases
becomes incurable after certain duration of time.
Budget cut: It is very obvious that organisation tends to cut the cost for this they also
make sure that they have the limited sources who will be enough for carrying out diverse roles
and responsibilities (Oham and Macdonald, 2016). Like nurses are also given responsibilities to
furnish their services within care homes. The motive is cut cost not to ensure that effective
services are being delivered.
TASK C
LO3: Be able to evaluate systems, policies and procedures in health and social care services
This task will focus on effectiveness of systems, policies and procedures in achieving
quality in services for improving customers experience. It will also include factors influencing
the achievement of quality in health & social care services and ways of improving quality of the
same.

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
Health care organisations has various kinds of operational activities and procedures
which can be improved in certain ways for increasing quality of facilities. It is necessary for
every hospital management to use more effective as well as efficient procedures in order to boost
up effectiveness of medical services respectively. However, better quality of care facilities are
responsible to deliver appropriate treatment to every specific individual in respect of making
them disease free (Kondasani and Panda, 2015). Moreover, it is very important to determine
more appropriate systems, policies and procedures that are favourable for increasing efficiency if
clinical practices which facilitate to maximise patient experiences. In context of Royal Papworth
Hospital, they can utilise more effective systems, policies and procedures for achieving quality in
services and that are given below.
Systems
Quality management system – This can be described as set effective strategies and
practices in order to determine aspects for improving to increase entire quality of care services.
Quality management system is favourable to evaluate effectiveness of clinical procedures which
are helpful to make appropriate decision to apply strategies for improving quality of services.
Moreover, it will facilitate to maximise patient outcomes and satisfy them medically to become
healthy. It is necessary to apply efficient practices or technological aspects in respect of
increasing effectiveness of medical facilities and treatment procedures in Royal Papworth
Hospital.
Information system – The specific and effective information system is required to be
establish in health care organisation in order to share data in appropriate way. Information
systems is much effective to improve accuracy of sharing data which facilitate to improve quality
of clinical practices and other treatment procedures. It has been evaluated that information
system is very efficient to store, maintain, process and share data more accurately. It includes the
fact that correct information related to patient should be shared between team of professionals
working together on same case of particular patient which facilitate to make accurate decision for
providing proper treatment to them (Mintzberg, 2018). In context of Royal Papworth Hospital,
medical professionals should utilise efficient information system to maintain accuracy of patient
data to deliver correct medications for their wellness.

Policies
Meetings – This can be described as a process of carrying out an effective discussion
among professionals or higher authorities of management to focus on those aspects which are
required to be improved. However, it has been evaluated that meetings are appropriate methods
to determine actual threats of operations to be improved for increasing quality of medical
facilities. Moreover, it includes to conduct meetings on regular basis to reduce drug errors and
increase quality of care facilities for gaining better outcomes in health & social care.
Feedbacks – In context of feedbacks, it is evaluate that feedbacks helps to determine
problems of patients that can be improved for increasing patient outcomes. It is necessary to
make address feedbacks by applying quality increasing approaches for improving effectiveness
of operational procedures in healthcare. The feedbacks refers to complaints and views of
customers regarding services and behaviour of staff which should be focussed to improve it
properly (Dunning, Sinclair and Colagiuri, 2014). Meanwhile, it is favourable for management of
healthcare organisation to concentrate on feedbacks of patients in order to boost up quality
medical services for attaining better patient outcomes.
Procedures
Total Quality Management – Total quality management has been evaluated that
indicates that this approach is very effective to boost quality of overall activities and processes
which are carried out for patient treatment. It is efficient to focus on every aspect related to
operations and put efforts to make changes for increasing quality of medical facilities. This can
be described as continual process of identifying and removing errors in practices for increasing
quality of services. The Royal Papworth Hospital should use Procedure of total quality
management for improving effectiveness of clinical practices for providing better treatment to ill
people.
Continuous Quality Improvements – The process of continuous quality improvement
facilitate increment of clinical practices on regular basis which improve quality regularly. It has
been evaluated that this method is helpful to facilitate continue improvement in practices that
helps to maintain appropriate quality of medical facilities (Mozley, 2017). This procedure
include the criterion of determine issues and implement appropriate correction actions along with
monitoring them to ensure improvements in operations. It is suitable for Royal Papworth

Hospital to utilise this technique in respect of facilitating quality improving approach on
continuous basis for increasing patient outcomes.
3.2 Analyse other factors that influence the achievement of quality in the health and social care
service
The quality achievement is known as an important aspect which should be focussed by
every health care organisations in terms of providing appropriate services to people for their well
being. It includes various components of management and operations in order to increase
effectiveness of clinical practices and activities for delivering more suitable treatment to
individuals (Asenova, Bailey and McCann, 2015). However, it is necessary for management of
hospital to conduct inspections to determine threats and errors in operational procedures on
regular basis to improve them for increasing quality of medications respectively. In context of
Royal Papworth Hospital, they are required to focus on those factors which impacts on
achievement of quality in care services and some of them are given below.
Training programs – This can be described as effective events or seminars which are
organised for proving learning to employees in order to increase their knowledge level and
abilities. It will facilitate to boost up regular performance of staff members which increase their
skills to provide appropriate treatment to patients for their wellness. Meanwhile, increased
knowledge of care professionals reduce chance of occurring drug errors which facilitate to
improve effectiveness of clinical practices for making an individual disease free. The Royal
Papworth Hospital should determine need of specific learning programs and then organise
appropriate training event for employees to increase quality of overall medical facilities.
Performance of staff – The performance and efforts of employees plays an important
role for increasing effectiveness of entire operational activities and procedures which facilitate to
increase overall productivity of an organisation (Glasby, 2017). It consist the criterion to focus
on regular working of people and then determine their productivity and quality of performance.
In context of Royal Papworth Hospital, they should determine errors in working of staff and
provide appropriate learning sessions for improving their performance which results into
delivery appropriate services to patients with better quality.
Effective communication – The communications plays an important role to facilitate
proper team work among care professionals associated with specific case of patient. It is
necessary for employees to share desired information about an individual to their team which is

important to establish effective cooperation as well as coordination among them. The staff of
Royal Papworth Hospital are required to make accurate decision for treatment process through
communicating with colleagues properly to provide better quality of facilities to an individual for
their well-being.
3.3 Suggest ways in which the health and social care service could improve its quality
Quality of services and products should be increased according desires of customer and
for increasing profitability of an organisation. It is necessary for every health care organisation to
put efforts to determine appropriate ways which are helpful to boost up quality of medical
services. However, it is essential to identify those aspects which are beneficial to utilise them for
improving effectiveness of clinical procedures (Glasby and Dickinson, 2014). Moreover, threats
are also mandatory to be determined in order to remove them for increasing quality of delivering
facilities. The Royal Papworth Hospital can adopt certain effective as well as efficient ways in
order to improve quality of care facilities in which few of them are explained here.
Just in time – This involves to correct every activity of of entire operations which
facilitate to deliver appropriate care services & product to patient to make them well-being. It
will facilitate to maintain better quality of medical facilities which helps to increase patient
outcomes respectively. However, it can be considered as an effective way to remove number of
threats of clinical procedures for increasing quality.
Six Sigma – The six sigma can be described as an effective system of statistical tools and
techniques which consist approach called DMAIC that stands for define, measure, analyse,
improve and control. It involves several factors such as a business strategy, a vision, a
benchmark, a goal, statistical measure and robust methodology which should be focus to
improve quality of medical facilities in healthcare organisation (Darabont and et.al., 2017).
Management leadership – Leadership & management deals with bringing strategic
scope for improvement in health & social care. It can be considered as tools to empower
practitioner to identify scope for quality improvement such as identifying where changes in
quality is essential to be made and how it would be implemented to health and mental services in
accordance to brings development and remedial of the health services. Due to the leadership,
practitioner skills and knowledge will be brings up and that person would become capable to
increase quality of health care service in the Royal Papworth Hospital. Thus, leadership needs to
be democratic to receives guidance and view of the health person.

TASK D
LO4: Understand methodologies for evaluating health and social care service quality
This is the final tasks of project which consist methods of evaluating quality with regard
to external and internal perspectives. It will also include description about impact of involving
service users to evaluate service quality in terms of increasing effectivenesses of clinical
practices and relevant facilities.
The implementation of quality improving methods is required but evaluating them is
another important aspects that should be done for ensuring about effectiveness of these
techniques. It is necessary to analyse outcomes gained by applying quality improving methods in
order to determine that they are suitable or not for increasing efficiency of clinical practices. The
Royal Papworth Hospital is required to monitor the implemented methods in order to identify
need of changing them for improving quality of care facilities.
Focus groups – This consist to conduct group meeting and share different views to each
other effectiveness and threats of implemented methods of increasing quality. It is helpful to
evaluate that applied technique impacts positively or negatively on operational practices in
hospital (Chelladurai, 2014). In case of Royal Papworth Hospital, they should consider this
method for ensuring effectiveness of applied specific method to improve quality of care services
for maximising patients outcomes.
Questionnaires – The questionnaires can be used to take views of customers about
threats of services in order to gain information about them to work on it for improvements. The
Royal Papworth Hospital can utilise questionnaires to gather knowledge about problem in staff
behaviour, medical services, delayed responses in order to improve it for increasing quality of
care facilities.
Complaints procedures – This can be described as to establish specific team of
management to take complaints of clients and focus on it to facilitate betterment of services. It is
beneficial for Royal Papworth Hospital to focus on complaint processes in terms of improving
quality of entire organisational services and other treating practices.
4.2 Impact of involving service users to evaluate service quality
The involvement of service users to evaluate service quality is suitable because they will
provide appropriate information about threats of care facilities. It is favourable for for health care

organisations to focus on feedbacks of patients in order to satisfy their actual needs properly. In
context of Royal Papworth Hospital, engaging service user in evaluating service quality impacts
positively in which few of effects are given here.
Improvement of services – This involves to gather knowledge about actual problems
faced by customer while seeking for care facilities in hospital. It is favourable to focus on these
issues and work on them which facilitate to improve the effectiveness of care services in respect
of increasing patient outcomes in Royal Papworth Hospital.
Analyse actual threats – The involvements of services users are suitable to reveal actual
threats of care services, delayed facilities, inappropriate management of staff and employees
misbehave. It is helpful to determine issue of medical facilities which are hide by staff among
administration in terms of improving quality of services in Royal Papworth Hospital.
CONCLUSION
From the above report, it has been concluded that quality improvement is an important
aspect in health & social care for maximise patient outcomes. It includes perspective of
stakeholders like Government agencies, Employees, Investors and Customers in terms of
improving quality of care facilities. However, it consist role of external agencies like CQC &
NICE for setting carte standards including person centred care, maintaining dignity & respect,
informed consent and protect harm, abuse and neglect. In addition to this, approaches to
implement quality systems requires planning, staff training and effective communication to gain
better outcomes. Meanwhile, it consist systems, policies & procedures for achieving quality in
services such as quality management system, information system, meetings, feedbacks, total
quality management and continuous quality improvements. Moreover, it involves methods for
evaluating quality including focus groups, questionnaires and complaints procedures.

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