Managing Quality in Health and Social Care : Assignment Sample
Added on 2021-02-21
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MANAGING QUALITY INHEALTH AND SOCIALCARE
Table of ContentsINTRODUCTION...........................................................................................................................3MAIN BODY...................................................................................................................................3TASK1.............................................................................................................................................31.1 Stakeholders and their types and perspectives regarding quality in Health and Social Care................................................................................................................................................31.2 Impact of poor service quality on stakeholders................................................................51.3 Analysis of role of external agencies in establishing standards.......................................6TASK 2............................................................................................................................................72.1 Standards for quality measurement with special reference to NICE and CQC................72.2 Different approaches to be used while implementation of quality in diabetes.................82.3 Analysis of barriers in achieving quality in health and social care..................................9TASK 3..........................................................................................................................................103.1 Effectiveness of system and policies adopted by St. Thomas and Guy's Hospital inachieving quality..................................................................................................................103.2 Analysing influence of other factors..............................................................................103.3 Ways in which quality can be improved........................................................................11TASK 4..........................................................................................................................................124.1 SERVQUAL instrument as a method for evaluating service quality.............................124.2 Impact involving users of service on the quality in evaluation process.........................13CONCLUSION..............................................................................................................................13REFERENCES..............................................................................................................................14
INTRODUCTIONQuality is a very important aspect in the healthcare sector because here, a life is at stakeand therefore no compromise can be made with respect to quality. This report will discuss thevariety of stakeholders and their perspectives regarding quality along with the standards set byvarious institutes and how they can be achieved. This report will also highlight which techniquescan be adopted by healthcare units which will improve their system and procedures adopted forimproving quality and lastly, this report will discus the impact of users of services and theimportance of SERVQUAL as a method for evaluating quality.MAIN BODYTASK11.1 Stakeholders and their types and perspectives regarding quality in Health and Social CareStakeholders can be defined as those parties who are directly or indirectly interested inthe business activities (Cooper & et.al., 2018). In healthcare sector, the relevant stakeholders arepatients, caretakers, employers, external agencies like Care Quality Commission etc. In St.Thomas and Guy's hospital there are three major stakeholders classified as Caretakers i.e. thedoctors and other professionals who take care of the patients and other activities that need to beperformed in a healthcare unit; Patients who are concerned with the efficiency of the technologyused for treating the diseased person, the quality of the methods adopted, the effectiveness ofresults etc. and the third main party is the external agency i.e. the regulatory bodies like CareQuality Commission, Local Authorities, National Institute for Clinical Excellence which ensurethat the methods and technologies adopted by the unit are ethical and do not harm the society orpatients. They also ensure that the treatment fee charged is minimal (Maybin, Charles &Honeyman, 2016). Perspective Regarding Quality:- In healthcare sector, the importance of quality isextremely high but every stakeholders formulates a different aspect, for e.g. Caretakers perceivequality as the level of service provided, skilled doctors and professionals hired communicationsystems etc. while for patients the quality is related to the quickness and efficiency of thetreatments provided and the environment of the healthcare unit along with behaviour of the staffworking there towards patient (Waring & et.al., 2016). And, the regulatory bodies perceivequality as accountability along with responsiveness of caretakers and the practices implemented.3
The different parties have different viewpoint regarding quality i.e. technical quality orfunctional quality etc. because the interest level of these parties differentiate and while caretakersi.e. mangers are more focused on the profit and returns aspect i.e. functional quality, patientsare focused on the quickness of treatment i.e. technological quality and regulatory body isfocused on quality of the treatments provided.4
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