Managing Quality in Health and Social Care Assignment Solution
Added on 2020-09-08
14 Pages4574 Words109 Views
Managing Quality inHealth and SocialCare
Table of ContentsINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Identifying reasons and presenting the extent to which different stakeholders having variedperspectives in relation to the quality aspect...............................................................................31.2 Assessing the impact of poor service quality on stakeholders..............................................41.3 Analyzing the role of external agencies in setting standards.................................................4TASK 2............................................................................................................................................52.1 Explaining the standards for measuring quality in the context of health and social care......52.2 Evaluating different approaches or strategies that assists in implementing quality systemsin the firm....................................................................................................................................62.3 Analyzing potential barriers that might prevent achieving quality in Health and Social care.....................................................................................................................................................8TASK 3............................................................................................................................................93.1 Evaluating the effectiveness of systems, policies and procedures used in health and socialcare organization..........................................................................................................................93.2 Analyzing factors that have influence on the achievement of quality.................................103.3 Suggesting ways through service quality can be improved.................................................10TASK 4..........................................................................................................................................114.1 Methods for evaluating health and social care service quality with regard to External andInternal perspectives..................................................................................................................114.2 Discussing the impact involving users of services in the evaluation process has uponquality........................................................................................................................................12CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................13
INTRODUCTION In the recent times, each and every sector lays high level of emphasis on providingcustomers with the quality products or services. Hence, health and social care organizationsmake more focus on quality management which in turn ensures that services offered by it areconsistent. Aspect of quality management mainly includes for elements such as qualityassurance, control and improvement. Thus, by working on all such aspect health care firm wouldbecome able to enhance brand image and thereby profit margin. The present report is based ondifferent case situations which will provide deeper insight about the extent to whichinappropriate or poor quality affects concerned stakeholders. Besides this, report will shed lighton the measures through which quality of the offerings can be measured. It will also describe theways through which care unit can deal with the barriers associated with the quality serviceoffering. Report also depicts how users of services have potential in relation to influencing theservice quality. TASK 11.1 Identifying reasons and presenting the extent to which different stakeholders having variedperspectives in relation to the quality aspect Stakeholders imply for the individuals or authorities who have interest in the operationsand functions of firm. Main list of stakeholders include suppliers, investors, customers,management team etc. that closely influences from the actions, objectives and policies oforganization. In the context of St Thomas and Guy’s hospital, management team, nursing staffand patients are recognized as the main stakeholders. Due to having varied objectives,perspectives of stakeholders regarding quality differ significantly. Management team perceivesquality of the services as providing patients with appropriate medication facility that contributesin their well-being (Goodwin, Gruen and Iles, 2016). Further, nursing staff makes focus on providing patients with the services as per theinstructions given by the doctor. Thus, from the perspective of St Thomas and Guy’s hospitalnursing staff quality mean offering services to patients as per the budget. Along with this,nursing staff has accountability to offer suitable medicine to the patients on time (Fakhimi andProbert, 2013). Thus, nursing staff’s perspective also varies from other one. In the case of
patients quality means care, communication, doctor’s support, hygiene, waiting time and otherfacilities (Entwistle, and Quick, 2016). For instance: Elderly people or patient considers servicesas high quality when it involves pleasing treatment as well as freedom. On the other side, familymembers of the patients relate quality with the ways in which services are provided by the carepersonnel. By taking into account such aspect, it can be stated that varied stakeholders havingdifferent perspectives in relation to the quality aspect. 1.2 Assessing the impact of poor service quality on stakeholdersFrom assessment, it has been identified that service quality has greater influence on thestakeholders of St Thomas and Guy’s hospital. Patient is the one of main stakeholder of care unitwho expects high quality services from the hospital. But due to poor quality services they are notable to get appropriate treatment and are unable to get rid of their problems. Thus this increasethe temperament of patients and they show their anger on employees which results in unhealthyworking environment (Hockenberry and Wilson, 2014). All this results in the demotivationamong patients already present there and it will effect to both surrounding and quality of care. Itis well known that when patient feel stressed and tensed it may lower down the recoveryprogress and may further deteriorate the condition. Thus will also pose serious impact on the nursing staff as they are unable to provideeffective care to the patients. Due to less availability of resources both managing team and nursesstaff face many problems and results in poor quality services. Along with this, the security ofnursing staff and other social workers is also hindered sue to poor services in heath and socialcare setting. Due to risk at work place many nurses are not able to concentrate on their nursingprofession which results in poor health care services. But at the end most affected stake holdersare patients as they are key care receiver and poor quality will affect their health. However thispoor services quality can be improved by proper monitoring measuring the quality of servicesprovided to patients (Anhang Price and et.al., 2014).1.3 Analyzing the role of external agencies in setting standards Many role are played by external agencies in order to provide high quality services andhelp in setting appropriate standards of care provided in healthcare centers. Number of externalagencies are available such as: National institute for clinical excellence, Health service
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