Managing Quality in Health and Social Care
Added on 2020-06-06
16 Pages5458 Words338 Views
Managing Quality in Healthand Social Care
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Stakeholders' perspective on quality......................................................................................11.2 Role of external agencies in setting standards.......................................................................21.3 Impact of poor quality of services on stakeholders...............................................................3TASK 2............................................................................................................................................42.1 Standards of health and social care management..................................................................42.2 Approaches of implementing quality systems.......................................................................52.3 Barriers that might prevent achieving quality in HSC ..........................................................5TASK 3............................................................................................................................................63.1 Effectiveness of system, policies and procedures..................................................................63.2 Factors that influence the achievement of quality.................................................................73.3 Ways in which health and social care service could improve its quality...............................8TASK 4............................................................................................................................................94.1 Methods for evaluating health and social care service quality..............................................94.2 Affect that involving users of services in process of evaluation .......................................10CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
INTRODUCTIONQuality management is one of the important tasks of every health and social carebusiness. Main objective of these institutes is to provide the best treatment or care to their clients.For improvising effectiveness and efficiency of their services, health care entities are focused onmaintaining the quality. In order to gain high customer interest and retention, it is essential forthis sector to follow up all principles, procedures, values and guidelines in a systematic mannerwhich are set by government authorities (Cherry and Jacob, 2016.). Health and social careorganisation can easily gain long term commitments and success by fulfilling all of theselegislations ethically. ST Thomas and Guy Hospital is the chosen organisation in this presentassignment. It is an executive non-departmental public body of health department. The mainobjective of HSC sector is to deliver qualitative and value added products and services in aneffective manner. Apart from this, the report will describe stakeholders' perspective on the basisof quality. It will be also state the impact of poor quality of services in HSC organisation.Readers will also come to know that managers also have to adopt certain approaches in order toimplement effective quality system. TASK 11.1 Stakeholders' perspective on qualityStakeholders:- This term can be defined as a person, group or institution which hasinterest or concern in an organisation. They are important members of any health and social careassociation which can impacts on its actions, objectives and policies or get affected by the same.It is so because they invest their money to conduct various procedures of projects going on incompany and rate of return is related to profits earned by the same.Stakeholders play a vital role in decision making process of health and social care. Mainstakeholders of HSC sector are government, public, NGO, health insurance, health careproviders, legal administrators, governing bodies, etc. These people are associated in health carehomes by having their own views and perspectives in order to boost up the quality of products.They also give effective ideas and opinions in order to maintain the standard and values.Furthermore, any crucial service that offers maximum level of satisfaction to all thesestakeholders is concerned with quality for them. Employees and customers are also the mainstakeholders of HSC sector where opinions of service users rely upon their values, attitude,1
beliefs and the way of thinking which they got from service providers(The Top Five ChallengesFacing Today’s Hospitals, 2017). Along with this, in terms of patients, service quality alsorelates with the care they get, behaviour of staff members, standards of hospitals, etc. Therefore,it is essential for ST Thomas and Guy Hospital to provide impressive products and services inorder to attain or retain clients for long term period to service users. In HSC sector, it has beenseen that safety indicators for patients are decreasing i.e. they have to wait too long for anysurgical process or treatment. Sometimes, due to the negligence of doctors, patients do not getproper care that they actually want. These elements would generate negative opinions and thoughts in the minds ofstakeholders. Due to lack of technological advancement, several health and social care firms arenot able to achieve their personal needs and goals. Patients also face the issue of shortage of bedsand lack of staff members that create discomfort among people. Hence, in order to improvecustomer satisfaction level, ST Thomas and Guy Hospital needs to conduct an inspectiontowards improving the quality. It also helps this enterprise to increase its profits in stipulatedperiod of time. 1.2 Role of external agencies in setting standardsIn order to set quality standards and values within health care homes, their managers takehelp of external agencies. Such bureaus monitor as well as support the services and facilities ofhealth care firms. They act as the protector of stakeholders' rights and authorities of qualityoversight. Along with this, there are various external agencies which are liable in order toenhance the flexibility of its mechanisms by offering restrictive control. It also pursue differentprogrammes for customers' advocacy as they can know their rights. Apart from this, health andsocial care firms have to work with coordination and cooperation in order to maintainorganisational standards. ST. Thomas and Guy Hospital has its own quality monitoring systemthrough which it can easily assure the quality of its services and set priorities and standards. Examples of external agencies - Healthcare Inspector – It is responsible for carrying out all activities of HSC body andfinding out its ratings in order to make better decisions. Care quality commission – CQC protects all rights and interests of patients as they canget safe, secured, compassionate and high quality services. This is an organisation whohas a task to conduct inspections in several health care associations who provides2
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