Managing Quality in Health and Social Care

Managing Quality in
Health and Social Care

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Explain perspectives that stakeholders in health and social care have regarding quality.3
1.2 Analyse the 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............................................................................................................................................6
2.1 Explain the standards that exist in health and social care for measuring quality............6
2.2 Evaluate different approaches to implementing quality systems.....................................6
2.3 Analyse potential barriers to delivery of quality health and social care services.............7
TASK 3............................................................................................................................................8
3.1 Evaluate the effectiveness of systems, policies and procedures for achieving service
quality.....................................................................................................................................8
3.2 Analyse other factors that influence the achievement of quality in health and social care
service.....................................................................................................................................9
3.3 Suggest ways in which health and social care service could improve its services quality10
TASK 4..........................................................................................................................................11
4.1 Evaluate methods for evaluating health and social care service quality in the context of
external and internal perspectives........................................................................................11
4.2 Discuss the impact that involving users of services in the evaluation process have on
service quality.......................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

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). 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. 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.). 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