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(PDF) Managing Quality in Health & Social Care

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Added on  2020-10-22

(PDF) Managing Quality in Health & Social Care

   Added on 2020-10-22

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TABLE OF CONTENTSINTRODUCTION .....................................................................................................................................2Q.1.........................................................................................................................................................2Q.2.........................................................................................................................................................3Q.3.........................................................................................................................................................4Q.4.........................................................................................................................................................5Q.5.........................................................................................................................................................6Q.6.........................................................................................................................................................7Q.7.........................................................................................................................................................8Q.8.........................................................................................................................................................9Q.9.......................................................................................................................................................10CONCLUSION.......................................................................................................................................10REFERENCES.........................................................................................................................................12
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MANAGING QUALITY IN HEALTH AND SOCIAL CAREINTRODUCTION Within the social and health care services, quality in facilities delivery is veryessential. Quality is important facet to service provider and users as well as others individualswithin business circle. The present report explain stakeholder’s perspective that connectedwith NHS service quality and examine role of external agencies in setting level for quality inhealth and social care. In addition to this explain the affect of poor service quality onstakeholders connects with NHS under consideration (Patti, Rapp and Poertner, 2014).Furthermore, report will clarify standards that subsist in health and social care for measuringquality and also evaluate various approaches that implement systems quality. Q.1.Quality is conforming to customer requirements and expectations and customer ishappy when requests or expectations are met. Before customers’ requests can be met, there isthe need for the organization to know who the customers/service users are and understandwhat they expect from the service provider as well as develop a ‘Quality Culture’ with theorganization. Firm need to understand customers/staff perspectives that help in the process ofdeliver good quality services in health and social care. One concept – many dimensions, theonly way one can overcome this is to meet the standard. These are the ingredient needed toprovide good quality service.According to Juran (1986), quality is fitness for purpose. This means if an item fitsand serves the purpose for which it is intended, it is a quality product. When you delivergood service, your client will be happy with your service. Crosby (1984) defined quality asconformance to requirements meaning customer must be happy. In addition, therequirements have to be stated, and are often in the form of ‘standards’ (for example nationalminimum standards for social care workers).In relating to the case study, the quality of health and social care services provided bythe London NHS hospital has been decreasing over the years and does not meet the serviceuser’s requirement that impact on patients' behaviour (Alicia, R.) as she stated she waswrongly diagnosed as a result of which an incorrect treatment plan was prescribed havingignored important symptoms with no apologies. For an organisation to satisfy its customers,
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the staff definition of quality perspective must be similar to the perspectives of the serviceusers. Quality perspective could be external or internal. For example, internal perspective isservice users, service providers and other health professionals. External are Care QualityCommission (CQC), National Institute of Clinical Excellence (N.I.C.E.)Perspective on quality: different stakeholders hold different perspective about quality.Service User’s Perspectives – The perspectives on quality by users of health and social careincludes the following:Outcome s of their treatment and careThe way they are treated by staffThe time taken to receive serviceThe professionalism of service providersEase and convenience in use of equipmentEffectiveness of the treatment or interventionEthical guidelines – London NHS hospital s are not ethically guided.Q.2.The external agencies play an important role in setting quality standards in health andsocial care at London NHS hospital. Apart from setting quality standards, the hospital is nowcollaborating and receiving support from the National Institute for Health and CareExcellence (NICE) and Care Quality Commission (CQC). Both agencies give properguidance to NHS for improving their service quality in health and social care sectors thatimpact on user's and other people effectively.NICE: provides national guidance, advice, quality standards and information servicesto improve health, public health and social care. In addition, NICE’s role is to improveoutcomes for people using the NHS for example – patients using London NHS (Alicia).They do this by (a) producing evidence-based guidance and advice for health (b) developingquality standards and performance metrics for those providing and commissioning health andproviding a range of informational services for commissioners, and practitioners.
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CQC: is an independent that regulates health and social care in UK. They work inthe following ways to set standards of health and social care (CQC 16),Ensuring perfect services to meet required and basic standards of services – thatmeans it is people’s right to get fundamental services when they are going to receive.CQC registers care services that meet their services.Inspecting, regulating and monitoring health and social care services to ensure thatthey are following standards incessantly.Protecting and ensuring the rights of vulnerable people. It also protects rights of thepeople i.e. those that are restricted under Mental Health Act.Receiving feedback from the service users and take necessary actions.Working with other organisations – local, public and people. By involving them, theywork as partnership to create standardsQ.3.The most important reason of establishing good quality in health and social care isbecause without this the health of service users may suffer (Brett and et.al., 2014). So, if thestandards and quality of health and social care are not properly set, then there might be aserious consequence. Only planning and regulating health and social care will not fulfil theexpectations of the locals, that mean the satisfaction of patients will not be met. Quality mustbe ensured. The impact of poor service quality mainly on three segments of health and socialcare. Poor service quality highly impact on stakeholders like patients, employee's and otherpeople that connect with NHS hospital in London. It affects the entire business process ofsupply goods and services to people that minimize their facility quality and decrease profitmargin more than the other health and social care organizations.Firstly, on the poor facility quality of the health and social care services impact ondifferent stakeholders, the service user complained of wrong diagnosis, delay in treatmentand poor communication of care staff. As a result, the service user lost confidence in theservice provided by London NHS hospital. This poor standard could lead to a fine by CQC.The service given to Alicia does not fit for purpose. Quality entails a lot of things and theonly way the service provider can overcome this is to meet the standard.
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