Managing Quality in Health and Social Care

Added on - 03 Dec 2019

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Managing Quality in Healthand Social Care1
Table of ContentsIntroduction..........................................................................................................................................4Task 1....................................................................................................................................................4a) Quality of services from the point of view of stakeholders.........................................................4b) Outlining key areas through model of quality.............................................................................4c) Relationship between quality of the clinic and principles of care for people with breast cancer5d) Role of hospital and department of health in setting of waiting time standards.........................6Task 2....................................................................................................................................................6a) Range of standards for measuring quality of performance of the clinic......................................6b) Approaches to implement quality systems in the clinic..............................................................7c) Values of established quality systems..........................................................................................7d) Impact of quality of the clinic on patients, staff and others........................................................7e) Potential barriers to delivery of quality.......................................................................................8Task 3....................................................................................................................................................9a) Effectiveness of systems, policies, procedures in achieving quality in services.........................9b) Factors that influence achievement of quality.............................................................................9c) Recommendations for actions to affect improvements in the quality.........................................9Task 4..................................................................................................................................................10a) Alternative methods for evalutaing service quality...................................................................10b) Benefits of consulting service users..........................................................................................10Conclusion..........................................................................................................................................10References...........................................................................................................................................112
INTRODUCTIONQuality is one of the most important and vital aspects that management of any organization,is operating and needs to follow as they are directly related to operating effectively in the marketand also to meet their goals and objectives (Shortell and et. al, 2011). This aspect becomes all themore important for companies in the health and social care industry. The present report discussesabout perspectives of some stakeholders in relation to quality in the firm. Furthermore, it alsoconsists of role of hospital and the department of health in health care setting in terms of waitingtime standards.TASK 1a)There are many stakeholders that a health and social care organization needs to satisfy to agreatest extent. Stakeholders are customers, i.e. the patients, government, regulatory bodies, etc. Interms of quality their viewpoint and perception is of great importance, even if they may differ fromone another (Wade, 2009). Herein, it may not be wrong to say that perception of patients towardsquality of care and services in the hospital is of great significance. At the out-patient clinic in NHShospital, it was observed that patients are not satisfied to a great level, as they have to wait for along period of time to meet the doctor. Clinic's policy is to treat a patient within 15 minutes of thetime given to them, only if they arrive at hospital on time. But on many occasions they have to waitfor more than 25 minutes to meet the doctor. Therefore, in this context, it may not be wrong to saythat patients' view on quality is that they are given the right treatment and according to theappointment given to them(Review of Cancer WaitingTimes Standards, 2011).Similarly,stakeholders such as employees also have a very important view point for quality in health careservices. If employees of the care home are not trained properly, then their performance would notbe very effective, due to which quality of the clininc would decline considerbly. Therefore, it maynot be wrong to say that staff at the care home would want that they proviide the best health careservices to the patients, but for the same, they will also expect regular training and developmentsession from management at the organization.On the other hand, stakeholders like government and regulatory bodies which may includethe likes of General Medical Council (GMC), Care Quality Commission (CQC), etc.have a verydifferent perspective on the same.Their expectation is that the health and social care organizationsoperating in the country follow all rules and regulations which are developed by them. There aremany rules such as Equality Act, 2010; Disability Discrimination Act, 1995; etc. Similarly, bodiessuch as Care Quality Commission, expect that all the quality related standards and principles3
prepared are followed by health care organizations such as clinics, hospitals, etc.b)(Source:Davies, Nutley and Mannion, 2011)There are many models of quality that can be considered by management of the clinic inorder to perform better to achieve organizational goals and objectives. One such model is theNordic Model developed by Gronroos (Hawn, 2009). It consists of three major areas that need a lotof attention in order to effectively operate and also maintain certain quality standards at theworkplace. Technical Quality; Functional Quality and Image have a direct impact on both theexpected services and perceived service quality. The technical quality aspect of the model discussesabout the tasks that have to be carried out to develop and maintain quality standards in theorganization.The given hospital lacks in this area of quality as there is a lack of any set technicalprocedures for getting access to reports of previous investigations in a timely manner.On the other hand, functional aspect consists of how the pre-determined tasks and duties have to becarried out, so that the quality standards could be developed and maintained in the clinic (Munn-Giddings and Winter, 2013).The clinic is further lacking in this aspect of quality which has led toan increase in waiting time by 25 minutes despite arriving on time as pr scheduled appointment.This shows a serious lack in functional standards that are followed within the clinic.The final element of this model is that of the image. A good and positive image can be prepared byeffective functioning of the above two aspects related to quality.In this sense, it may not be wrongto say that the clinic is lacking in terms of not being able to develop a positive image as the two4Illustration1: The Nordiac Model
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