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Managing Quality in Health and Social Care

   

Added on  2020-10-22

13 Pages4005 Words200 Views
Managing Quality in Healthin Health and Social Care
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Table of ContentsINTRODUCTION...........................................................................................................................1PART 1............................................................................................................................................11.1. Perspectives of stakeholders regarding quality....................................................................11.2. Impact of poor service quality on stakeholders....................................................................21.3. Role of external agencies in setting standards at The Royal United Hospitals Bath...........32.1. Potential barriers in delivering quality services...................................................................32.2. Approaches to quality services implementation..................................................................42.3. Standards for measuring quality at The Royal United Hospital Bath..................................5PART 2............................................................................................................................................64.1. Methods for evaluating quality with regard to external and internal perspectives of TheRoyal United Hospital Bath........................................................................................................64.2. Impact of involving service users on service quality evaluation process...........................73.1. Factors that influence the achievement of quality................................................................73.2. Effectiveness of systems, policies and procedures in achieving quality services................83.3. Suggestions to improve quality in The Royal United Hospital Bath...................................8CONCLUSION................................................................................................................................8REFERENCES..............................................................................................................................10
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INTRODUCTIONQuality is the necessary component of health and social care services. It is the major areaof concern for service users and external stakeholders. The quality standards for Health andsocial care sector are part of framework for raising the quality of services provided to thecustomers across UK. The main aim of companies providing health and social care services arerendering quality services which includes dimensions of operations that are provided tocustomers (Parekh, Goodman and Koh, 2011). In this report the quality concept of health andsocial care services and perspectives of stakeholders in the healthcare industry are discussed.Role of external agencies in setting standards, impact of poor service quality on stakeholders andbarriers in delivering services with quality are also studied. PART 11.1. Perspectives of stakeholders regarding qualityIn terms of managing quality in health and social care services the external stakeholdershas different perspectives and is their main concern. Perspectives of Customers: Customer always focuses on acquiring high quality servicesfrom health and social care services, hospitals or health care setting making those organizationsmake changes to their operations and expectations. Customers do expects good cure and quicktreatment rather waiting on the long queue taking too much time for treatment. Perspectives of workforce: The staff or employees who render service to The RoyalUnited Hospitals Bath has the liability and responsibility in maintaining quality of the trustthereby providing quality service to the customers. The employees are the responsible for thequality maintenance as they handle and stay with the patients or service users for providing carewith service for a long period of time (Reeves, Lewin and Zwarenstein, 2011). So they mustrender services as per the customer expectations to avoid negative impacts or impressions in themind of customers.Perspectives of legal bodies: In The Royal United Hospitals stakeholders and externalagencies ensures quality availability at workplace and business practices. They sets severalstandards and procedures that the organization needs to follow by putting force or pressure onthem. This works on all aspects of the health and social care work where it assures quality fromevery stakeholders perspective. External agencies are the top body for the health and social careindustry or regulatory associations . Other external bodies like Central Quality Commission1
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(CQC), Health service commissioners and national institute for clinical excellence sets certainbenchmarks for the health and social care services. Those organizations which does not meet thenecessary standards are prone to legal actions by these apex bodies. Perspectives of Research agencies: They have a crucial role in ensuring quality withinthe health and social care setting as they provide ratings or rankings to the organizations afterconsidering several parameters (Russell, Dahrouge and Tuna, 2009). They publishes reportinternationally or nationally for the people to have access to these findings which will help inbrand reputation and value managing. Their main aim is to make the general public aware of thequality standards of The Royal United Hospitals Bath. Central Quality Commission, localauthorities and other regulatory agencies may take legal actions if there's lack of quality serviceby the trust which can destroy the brand name and goodwill. 1.2. Impact of poor service quality on stakeholdersIn many cases when an organization fails in ensuring quality maintenance which willhave an adverse effect on the stakeholders largely especially the customers and employees.Providing poor services and care will affect The Royal United Hospital Bath's productivitywhich will eventually decrease the profitability. This also reduces the satisfaction of customerswhich may lead to closing down of the organization. The Royal United Hospitals Bath mustfocus on providing high customer satisfaction level to avoid negative mouth publicity and lossof client loyalty which can decrease the brand value (Millar and Hall, 2013). In order to avoidtrouble and arguments between patients and staff it is important for Royal United Hospital Bathto ensure good quality measures to earn positive impression from the customer thereby makingthem happy and satisfied. The surroundings must be proper with good equipments and services which must be up tothe satisfaction level of the customers so that they are not demotivated with the treatment qualityof the trust. Good quality systems has a major impact on the staff of the Royal United HospitalBath that will help them in improving profession which will increase the production levels andcustomer satisfaction. Use of latest equipments and improved philosophy with efficient optimalservice in providing care to the stakeholders must be the major motto of Royal United HospitalBath. Customers looks for standard and quality services with effective care and treatment to getworth of their money. Individuals who are interested in pursuing a career in health and social2
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