Patient Feedback and Service Improvement

This assignment examines the role of patient feedback in improving healthcare services. It delves into various aspects of patient involvement, including understanding user perspectives, utilizing feedback mechanisms, and implementing changes to enhance service quality. The document emphasizes the significance of incorporating patient voices in shaping a more effective and patient-centered healthcare system.

Managing Quality in health and
social care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 2............................................................................................................................................1
2.1 Standards that exist in HSC for measuring quality...............................................................1
2.2 Different approaches to implementing quality system..........................................................2
2.3 Potential barrier to deliver of quality of health and social care services...............................3
TASK 3............................................................................................................................................4
3.1 Effectiveness of system, policy and procedure used in HSC in achieving quality services
offered.........................................................................................................................................4
3.2 Factors that influence the achievement of quality.................................................................5
3.3 Suggestion for improving the quality of services in HSC.....................................................6
TASK 4............................................................................................................................................6
4.1 Methods for evaluating HSC service quality with regards to internal and external
perspective...................................................................................................................................6
4.2 Impact involving users of services in the evaluation process has upon quality....................8
CONCLUSION................................................................................................................................9

INTRODUCTION
Quality is an essential measure which support business to grow and make their user more
satisfied in nature as well. It is important for every business association to maintain high quality
standard about their products and services so that better and effective outcomes could be gain
properly. Measuring quality in HSC refer to as the process in which business lead to analyse
their quality standard practices and determine that they are operating in right direction or not.
This project is based on Ashford and St Peters Hospital whom want to analyse that they are
rendering their services in an appropriate manner or not (Aveyard, 2014). There are various
standard exist in HSC whom have to get implement in an appropriate manner along with
approaches to implementing quality system. Moreover, it will stated about effectiveness of
system, policies and procedure used in HSC to achieve quality services with all factors whom are
going to affect them. Along with all these things, there will be several methods going to
determine for HSC services in regards to internal and external perspective. All these consents
will going to discuss in this project in an appropriate manner so that high standard of services get
deliver.
TASK 2
2.1 Standards that exist in HSC for measuring quality
There are various number of standard exist in HSC for measuring quality standard so that
they are going to maximise their working practices and make their practices effective in nature.
The quality standard was launched in the year 2006 on 14th March by Health Minister of UK.
There are five major themes get framed by the government whom are responsible in order to
make quality standard which define as follow (Quality standards for health and social care,
2017):
 Corporate leadership and accountability of leadership
 Safe and effective care
 Accessible, flexible and responsive services
 Maintain effective communication process
 Protecting the health of a social well being
These are the quality standard which understand through five major themes. These are helpful in
making and promoting HSC towards ethical and positive working which enables them to deal
with appropriate quality standard. In September 2014, London acute hospital come together with
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a motive to improve the working practices on the practices which made on London quality
standard for acute medicines and emergency general surgery (Brett and et. al., 2014). There are
different hospitals which are under NHS come together and provide presentation about various
consents. In such event, NHS London prepare or frame more than 20 quality standards on which
every HSC lead to get work. Out of them, several standards are presented over here to measure
the quality of standard (Quality and Safety Programme Acute medicine and emergency general
surgery, 2015):
 All cases should be operated by professional within 12 hours of admission or within 14
hours of the time arrival at hospital
 All patients whom are under medical and surgical unit have to examined by professional
in twice a day ward rounds
 All acute medical and surgical units to have provision for ambulatory emergency care
 Training should be delivered in appropriate environment with suitable, graded
professional of HSC
Apart from all these, there are several other standards also get determine which framed by Care
quality commission are described as follow:
 Treatment should be according to person centred so that better and effective services get
deliver
 Should be treated with dignity and respect
2.2 Different approaches to implementing quality system
Implementation of quality standard is an essential task which support in delivery quality
based services to each and every individual (Care Quality Commission, 2012). Thus, for
maintaining quality system in an association, there are diverse ways of methods are determine
which are signifies as follow:
 Quality control
 Total quality management
These two are the best sources which enables Ashford and St Peters Hospital to implement the
quality system in an appropriate manner and support every patient to get recover properly. It is
very important for a business to deliver quality based services to patients according to specific
nature in which they really want. There are various policy and procedures get followed by a HSC
in order to implement their services in an appropriate and effective manner.
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Various hospitals provide presentation on their quality system which have to understand
by others and implement them in most accurate manner. Thus, association have to apply these
two approaches to their business so that they are going to implement the quality system in their
working and improve such areas which really need to get meliorate as per their assessment.
Moreover, they also have to prepare several policy and regulations so that care workers
will going to follow that in order to implement high quality system (Cherry and Jacob, 2016).
Total quality management model is described as a combined efforts of both top level
management and employees in order to formulate effective strategies for meeting user
satisfaction as well as multiply their number of users. Ashford and St Peters Hospital have to
apply this technique into business after big event in London and determine their weak area which
need to get improved.
Another major factor which enables in deliver quality standard services is to maintain
cover sheet in which all details of their patient get included. This facilitate them in rendering
quality standard services to each and every individual. This approach have to implement by HSC
properly which further enable them in maintain multi disciplinary team so that more accurate
services get deliver and emergency cases could be managed. As per the quality standard, this
section have to implement by every HSC in their association so that they become able to deal
with all emergency cases and patient will lead to gain effective services.
2.3 Potential barrier to deliver of quality of health and social care services
Quality services is an essential factor for every business which should have to get
implement by managers in appropriate manner. Managers of business have to look upon on each
and every activity in an appropriate manner so that in case of deviation they will going to take
frequent steps for overcoming (Damron and Damron, 2013). But there are several barriers
always get determine which made a vast impact on deliver of quality services in health and social
care. Barriers always made negative impact on health and social care context, there are several
number of issues or obstacles are determine which are related with Ashford and St Peters
Hospital:
 One of standard stated that, HSC have to deliver training to each and every care workers
properly. This will lead to increase budget of HSC and their overall budget get impacted
but a positive side of this aspect signifies that all patient will going to gain benefits of
effective services.
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 Legislation and change in government policies also work as another barrier because it
will lead to impact working of care practitioner in an effective manner. Thus, care
workers have to identify all new regulations properly otherwise they might harm an law
binding activities which further impacted on their professional image (Insel and et. al.,
2011).
 Another barrier which impacted on HSC services is lack of resources. Ashford and St
Peters Hospital have to analyse that they have well equipments and factors in hospital so
that their patient will lead to gain quality and effective services. This enables them in
performing task properly and converted into positive manner.
These are several barriers which have to get recover in an appropriate manner otherwise health
care will lead to face various problems in their working. Thus, it become hard for them to deliver
quality based services and manage appropriate quality standard.
TASK 3
3.1 Effectiveness of system, policy and procedure used in HSC in achieving quality services
offered
System, policies and procedures play a vital role in an organisational when point of delivery of
quality services arises. Quality standard of services get accomplish by preparing appropriate
policies, procedure and system in an effective manner so that users get proper care and treatment
according to the nature of demand. Thus, managers of health care have to evaluate all issues and
problems properly and then formulate appropriate standards of policy, system and procedure in
order to deal with them (Moorhead and et. al., 2013). Ashford and St Peters Hospital managers
analyse several issues and problems and in according to that following system, policy and
procedure get implemented for making their services effective and achieve quality standard in an
appropriate manner: Total quality management: One of a system which lead to implement by HSC in their
account is TQM through which many association become able to manage their working
practices. It is a continuous process which enables them in reducing, eliminating errors
and speed up the process of programming. HSC have to implement this into their
working so that care workers will lead to offered and take care every patient individually
by eliminating chances of errors in practices.
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 Incident reporting system: Another major system which have to get implement in HSC is
incident reporting system under which they are going to include reports for all rare
accidents which are taking place in an association. A major objective behind
implementing this technique is to minimise chances of accidents and risk which already
took place in past time (Parekh and et. al., 2011). Ashford and St Peters Hospital
managers have to implement this system in an association so that better and effective
services will going to render in an appropriate and effective manner.
 Monitoring tools: A major procedure which have to get implement by every small or big
organisation is to take care and regular checking of tools and equipments which they
used. In health and social care this concept play an effective role because through this
services delivery and offerings become possible and effective in nature. Managers have
to regular looking upon in tools which they used so that recovery of patients become
possible earlier and chances if accidents and risk get reduce.
3.2 Factors that influence the achievement of quality
In health and social care, staff have to work on a line through which they can maintain a
quality standard. But there are always some factors which lead to affect and influence operation
of health and social care organisation (Reeves and et. al., 2011). Managers have to determine all
such factors in an appropriate manner and take frequent steps to get overcome from them. This
will support them in improving their working so that better and appropriate services will lead to
get deliver. Ashford and St Peters Hospital managers have to take all such factors in account
properly and then take some suitable steps to get overcome from all issues and problems in an
ethical framework. Several factors which influence the quality of services achievement towards
users are described as follow: Lack of equipments: One of a major factor which influence the quality of services is not
using proper quality equipments when dealing with users. This is a major issue or a
problem in every business whether they deals in profit or not. Managers have to take an
appropriate step regarding this section so that better and effective services will going to
deliver. Ashford and St Peters Hospital have to determine this fact in order to bring
quality services to every patient so that they will get recover in more early time.
 Staff shortage: Another major factor which affect service delivery process is staff or
employees of a company. Managers have to maintain appropriate number of staff
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personnel so that services become more quality in nature. In HSC every cause require
specialised care workers in order to deal with that. Same scenario get followed in
Ashford and St Peters Hospital as they have to recruit and select only such personnel
whom have better and effective knowledge about every cause in which mainly hospital
deal. Staff shortage will directly impacted their services because more than 5 patient will
going to examine by one care workers which is not appropriate at all.
3.3 Suggestion for improving the quality of services in HSC
For improving quality of services, it is a duty of manager to use appropriate steps which
aid in improving quality of services (Singer and et. al., 2011). Quality improvement is an
essential factor which directly associated with business on which managers have to take
appropriate steps. Thus, all services have to get improved in according to their users wish and
demand. This will bring positive impact on working practices and increase number of users as
well. Thus, managers or care practitioners of Ashford and St Peters Hospital have to determine
and take appropriate steps to improve their services. All these actions will be based on issues and
problems which faced by an association as well as some natural recommendations also included
for them:
 Provide proper training to all staff members so that they can deliver quality services to
users
 Arrange funds for purchasing new and highly advanced technology and machines so that
they can maintain and work on all infectious diseases
 Recruit appropriate number of employees which support in operating all projects in an
effective manner ( Weisfeld, 2011).
 Use suitable method of recruitment and selection and fulfil all needs and demands of
every staff personnel in an appropriate manner
 Monitor and examine each and every patient or user properly so that they are going to
make things correct and appropriate
These are the several suggestions which have to get implement by Ashford and St Peters
Hospital properly in order to deliver quality based services to every user. This enables them in
working properly so that users health get recover properly and frequently. Along with this, it also
support them in identifying users demand and needs as well as internal stakeholders need which
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have to fulfil in an appropriate manner. This support HSC care workers to care about each and
every individual properly and make healthy environment as well.
TASK 4
4.1 Methods for evaluating HSC service quality with regards to internal and external perspective
For evaluation of services and working by a business, it is essential to use appropriate
methods and techniques in order to bring positive working direction (Reeves and et. al., 2011).
Various methods which have to used by Ashford and St Peters Hospital in assessing their quality
system are: Questionnaire: Managers of health care can prepare appropriate questionnaire in which
they can ask various number of questions to their users in order to determine that they
are working in an appropriate manner or not. Ashford and St Peters Hospital can use this
approach in order to identify such areas which really need to get improved in an
appropriate manner.
 Interviews: Another method for assessing their service quality is personal interview and
interaction with patient whom are once a part of HSC. This support them in order to take
all relevant information which aid them in order to improvise their working pattern.
Apart from these methods, internal and external perspective can also utilise by health and social
care in order to evaluate their service quality and standard (Weisfeld, 2011). By inspecting all
service quality and standard properly management become able to deal with various issues and
problems effectively. Internal perspective are related with organisational standards which they
framed with an objective to guide the whole organisation as well as maintain continuous
improvement nature in which they lead to maximise their service quality. External perspective
are related with all agencies like CQC whom are responsible in order to manage quality
standards.
Ashford and St Peters Hospital can use SERVQUAL instruments in order to evaluate
their service standard and quality effectively. This instrument completely based on five
dimensions which are helpful in order to gain maximum customers perspective and opinion. Five
dimensions of SERVQUAL instruments are described as follow in accordance with HSC (The 5
Service Dimensions All Customers Care About, 2017):
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 Tangibles: A major thing which get evaluate through this tool is to examine the physical
appearance of HSC equipments which they used. If people will get negative feedback
over on this, then care management have to improve them in an appropriate manner. Reliability: It stated about the promise which HSC make with their users. A basic
objective behind this element is to identify that health care services are reliable in nature
or not (Parekh and et. al., 2011). Responsiveness:Another important thing which have to take in account by users of HSC
is to evaluate that HSC have willingness to deliver quality based services or not. Assurance:Employees and care workers are ultimate one whom have direct relation with
their users. Thus, through survey courtesy of employees get measured that they are
working properly or not.
 Empathy: The last thing is about focusing and caring individual in order to treat them
properly.
(Sources: The 5 Service Dimensions All Customers Care About, 2017)
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Illustration 1: The 5 Service Dimensions All Customers Care About, 2017

This dimension is based on customer satisfaction in which get dived into 100 points. Thus, every
point have their own frequency which have to understand by Ashford and St Peters Hospital
practitioner effectively in order to bring and provide effective services.
4.2 Impact involving users of services in the evaluation process has upon quality
Every service sector business should have to involve their users in consideration at the
time of delivering quality based offerings. This made a positive impact on business and its
performance so that better and highly considering areas get improvise by utilising most effective
approach. Thus, quality is an essential measure and it get evaluated through customers by
availing them feedback form. This support in gaining users feedback about their working and
management practices (Damron and Damron, 2013).
Ashford and St Peters Hospital can utilise this approach in account which facilitate them
an option to bring positive change. For this process, involving users of services is an essential
thing through which following things could get done: Consultation: Service users of HSC can consult from their patient that they are working
in positive and ethical direction or not. If they found any unfair practices at workplace
then it is a duty of manager to improve that and maximise users satisfaction. This will
also aid in implementing new and effective techniques. Panel: Another essential concept which have use by HSC in order to evaluate their
services is panel of specialised personalities. They are more helpful in order to provide
quality based services and its evaluation process. This section is supportive in nature for
making their users experience in more appropriate and effective manner.
 Empowerment: Ashford and St Peters Hospital have to empower their users properly so
that they are going to take appropriate action on all such measures which really need to
get improved. This will support them in perform all relevant things in more effective
manner (Inse and et. al., 2011).
Thus, through involving all users in evaluation process will lead to made a positive impact on
health and social care services. This will lead to maximise their satisfaction level and support in
building trust and faith on them as well.
CONCLUSION
It get concluded from the project that quality management is an essential factor in health
and social care. There are various strategies get prepare and framed by HSC in order to manage
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quality standard. This support in make the things correct and appropriate in nature so that care
users gaining level get enhance. Moreover, management have to prepare appropriate policy,
system and procedure in an health care so that quality get managed effectively. Along with this it
will also going to maximise their satisfaction level and they get recover in minimum time period.
For evaluating the health care services, it is essential for analysing that by taking users
perspective. This will support in improving services according to users perspective by taking
appropriate feedback.
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REFERENCES
Books and Journals
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Cherry, B. and Jacob, S.R., 2016. Contemporary nursing: Issues, trends, & management.
Elsevier Health Sciences.
Damron, W.S. and Damron, W.S., 2013. Introduction to animal science: global, biological,
social, and industry perspectives.
Insel, P., and et. al., 2011. Core concepts in health.
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Parekh, A.K., and et. al., 2011. Managing multiple chronic conditions: a strategic framework for
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471.
Reeves, S., and et. al., 2011. Interprofessional teamwork for health and social care (Vol. 8).
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Singer, S.J., and et. al., 2011. Defining and measuring integrated patient care: promoting the next
frontier in health care delivery. Medical Care Research and Review. 68(1). pp.112-127.
Weisfeld, V.D., 2011. Jonas and kovner's health care delivery in the united states. Springer
Publishing Company.
Online
Quality standards for health and social care. 2017. [Online]. Available through
:<https://www.health-ni.gov.uk/articles/quality-standards-health-and-social-care#skip-link>.
Quality and Safety Programme & Acute medicine and emergency general surgery. 2015.
[Online]. Available through
:<http://www.londonhp.nhs.uk/wp-content/uploads/2016/01/London-Quality-Standards-Acute-
medicine-and-emergency-general-surgery-Nov-2015.pdf>.
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