Managing Quality in Health and Social Care Report - Wellington hospital

   

Added on  2020-06-03

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Managing Quality in Healthand Social Care
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TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Different Stakeholders having different perspectives......................................................11.2 Impact of poor service quality on stakeholder.................................................................11.3 Role of external agencies..................................................................................................2TASK 2............................................................................................................................................3TASK 3............................................................................................................................................33.2 Factors affecting quality of services.................................................................................33.3 Suggest ways in which the chosen service could improve its quality..............................4TASK 4............................................................................................................................................54.1 Impact involving users of services in the evaluation process has upon quality...............54.2 SERVQUAL instrument as a method for evaluating service quality...............................6CONCLUSION................................................................................................................................6REFERENCES................................................................................................................................7
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INTRODUCTIONHealth care centres are made with a view to prevent people from the various diseases. It providesvarious primary and secondary services to the people and helps people to overcome theirdiseases. The main aim of the health care centres is to feel better to the patients andunderstanding their problems. This project report includes various steps which should be takenby the hospital to improve the quality of the workforce and what are the things which are lackingbehind to achieve the goal of the organisation. This report is based on Wellington hospital whichis a health care centre and helps people and achieves its objective. Though research is been donebefore preparing this report. The various ideas of different individuals are been taken and thenthe report is being prepared .The aim of this hospital is to provide better services to the peopleand gain customer satisfaction.TASK 11.1 Different Stakeholders having different perspectivesCustomer: Customers are an evident part that healthcare organisation must take intoaccount if they want to succeed. The present report deals and emphasizes on customerperspective of well known and renowned corporation in healthcare, Wellington Hospital situatedin United Kingdom. It offers variety of services to its patient namely digital radiology,ultrasound and cardiac imaging and pathology services. The customers share their valuablefeedback which go in favour of the hospital. They say we were in the death bed as have alreadyunderstood that they will not live any more but someone in their relation prescribed them to havea check up at Wellington Hospital as it gives them one more chance to live their life with fullenthusiasm (Barnett and et.al., 2012). They well went to hospital to get healthy which was notpossible because of their condition but who knows the prestigious company will give them newopportunity to live. As, they were diagnosed and were gone in the treatment though it was costlybut nothing cost more than live.Government: The government also provide the ways and incentives to hospital so thatthe rate of disease gets a downfall. In this regard, it offers incentives so that highly costlyequipments which are needed to commemorate is available to hospital at low cost of operation. 1
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Employees: The doctors may be the only ones by which a hospital like Wellington isobserved. The salaries should be according to their capability and knowledge and skills.Owners: As, the hospital is privately owned by an individual it is must that a brandimage is adequately maintained as per the norms. Maximising return on investment should not bethe goal but saving life should be the goal by reducing the expenses of low income customers(Swayne and et.al., 2012).1.2 Impact of poor service quality on stakeholderCustomer: The customer who had rendered poor service quality by the providers willhave a negative impact on the hospital's brand image. The patients care should be taken utmostcare because its never easy to build a goodwill but its easy to destroy it. Hence, be it a doctor orwarden or a sweeper, they all should fully give their contribution to earn and save life of patientotherwise it will be only incurring costs and expenses and no customer satisfaction andeventually will lead to deteriorating revenue.Employees: Doctors are an essential part of hospital as they provide help and saves thepatients from not curable disease. As, then they are in duty with full responsibility anddedication, then they should be paid well, if not then hospital will lose an effective asset of it(Bur well, 2015).Suppliers: Suppliers of the medical equipments should perform well in supplying theadequate machinery to derive more on patient's life well. Instead of it, the management shouldmake their payment in well time as it ensures its credibility in making payments. In the picture ofdelayed payments, suppliers will not entertain the supplies as they are not having surety of theirpayments in time, As such, hospital will be unable to draw out its plan in effective way and itssuppliers will be discouraged and will be shifting it to other healthcare which provides themhigher productivity in generating revenue.Creditors: Creditors are an essential part of any organisation as they provide loan on easybasis on fixed instalments with yearly interest on repayable. The creditors should be guided withthe organisation full policies and procedure and nothing should be hide from them (Holland,Goodman and Santo, 2016). The credibility of the firm will give an of crystal clear picture.2
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