Quality in Social Care Organizations

This assignment examines the crucial role of quality within social care organizations. It explores how maintaining high standards directly addresses user needs and concerns. The report highlights the dependence of healthcare institutions on service users for continued operations and emphasizes the significance of a positive public image. Using examples from NHS hospitals, Whitechapel, and residential care homes, the assignment demonstrates how modern technologies contribute to delivering quality care.

Managing Quality
in Health & Social
Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role of external stakeholders in quality management at social health care service.............1
1.2 Role of external agencies on setting standard in health care.................................................2
1.3 Adverse impact of reducing quality at workplace.................................................................3
4.1 Techniques of evaluating health care service quality with intrinsic and extrinsic
perspective...................................................................................................................................4
TASK 2............................................................................................................................................4
Covered in PPT...........................................................................................................................4
TASK 3............................................................................................................................................4
3.1 Effectiveness of system, policies and procedures while delivering qualitative services at
health care.................................................................................................................................4
3.2 Contribution of factors in attaining objectives of quality.....................................................5
3.3 Suggestion for Sam to improve the quality of services in standard care home....................6
4.2 Significance of service users at health care and evaluating process of service delivery......6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Qualitative services is indispensable at health care organization because prevention of
consumer life is much more important than any other thing. However, main objective of social
care association is to prevent society from dangerous diseases in order to create a nation free
from various types of health issues (Aveyard, 2011). Therefore, assignment is going to classified
into three parts for explaining the significance of qualitative services at various health care
organization which will considered in report . For example; NHS is one of the world famous
association that are engaged in providing necessary facilities to domestic as well as foreign
clients at the time of need. Initially, report is based on NHS in which role of internal or external
stakeholders are expressed in order to offer best qualitative services to users. Furthermore,
strategies for implementing standardized at workplace is also outlining in this project and throw
lights on barriers faced by service provider while treating consumers. At last, policies or system
which is adopted by Sam new care home manager at standard residential home is framing in this
project.
TASK 1
1.1 Role of external stakeholders in quality management at social health care service
Aintree University Hospital is one of the NHS foundation trust which was located in
England for facilitating distinct consumers in order to prevent them from dangerous diseases. In
fact, as a large organization it is not easy to manage all the activities in appropriate way without
acquiring help from various stakeholders. However, shareholders are those person whomsoever
are influencing course of action (Brett and et. al., 2011). Basically, patients are also considered
as a organization stakeholder because they are playing a dual part in health care organization
such as paying for care system as well as acting as a end user of different services. Aintree
university hospital is a part of NHS due to which they need to be very strict towards their job
roles or responsibilities in order to establish positive image at marketplace. Therefore, it is
essential to analyse the perspectives of quality considering staff for implementing necessary
activities at workplace for overcoming different issues. Beside this, quality management
regarding health is based on person to person because every single member of an association is
liable for maintaining qualitative environment at workplace. Thus perspectives of distinct
stakeholders are describing follows:-
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Perspective of service obtainer:- Patient of Aintree hospital is having their own opinion
or views towards improvement in services of social care organization. For example; literate
individuals are also wanted to implement advanced technology at workplace for offering
outstanding facilities to consumers in order to minimize chances of mistakes. On the other hand
illiterate patients are not knowing how to run a business but still they will suggest some
traditional ways of service enhancement. Thus, it is essential to meet the requirement of patients
or service seekers in an appropriate manner with the help of suitable tools or techniques.
Employees or staff members:- Workers whomsoever are liable for facilitating patients of
Aintree Hospitals needs to concentrate on service quality in order to prevent image of an
association at European marketplace. Thus, this can accomplished by encouraging entire staff to
perform their work more efficiently (Care Quality Commission, 2012).
Technicians:- Auditing, recording of confidential information, supervision of employees
as well as feedback from the customers needs to maintained by technical head in order to
maintain quality at workstation.
Legal bodies:- Governing bodies of UK was designed an appropriate commission for
analysing quality at distinct hospitals such as; Central quality commission whose main objective
is to conduct auditing process for identifying the visible or invisible issues. Along with this
responsible for assessing that particular health care organization is meeting the standard set by
commission or not in order to take action against faulty association.
1.2 Role of external agencies on setting standard in health care
Hospitals are set for preventing customers or entire society from health damages as well
as aims to protect life of people by using splendid methods. In fact, most of the professionals are
love to serve others and curious to secure suffered people from harmful diseases. Apart from
professionals governing bodies are also introducing various national agencies for ensuring that
hospitals are serving in a qualitative way by conducting different analysing sessions. Therefore,
it is essential for Aintree hospital to offer standardized goods to various desired or needy people
in order to maintain their image and free from wrongful activities (Cherry and Jacob, 2016).
Thus, few external agencies which plays a major role in maintenance of quality at health care
organization is described as follows:-
Care quality commission:- It is consider as a non-departmental public organization
whose main objective is to set the standards at social care association in order to make a risk free
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environment. Main objective of this institution is to set standards for social care association in
order to provide best appropriate facilities. However, it also plays a very eminent role in
safeguarding the services of distinct hospitals. Along with this, they have the authority to take
actions against particular hospitals if they get failed in fulfilling the needs of desired users.
National institute for clinical excellence:- Governing bodies of a nation are concerned
with development of society by introducing distinct of associations for encouraging health care
services at various hospital. However, it is also known as a non-departmental public body which
was establish for encouraging hospitals to adopt several modern technologies in order to offer
high tech facilities to patients as well as aids in preventing them from life taking diseases.
Moreover, assist employees of Aintree hospital towards usage of modern equipments at
workplace because it is highly beneficial for organization as well as customers (Damron and
Damron, 2013).
Consequently, it has been analysed that both the external bodies are very much
mandatory for appropriate management of health care organizations because it helps entire
society from exploitation and fraudulent activities.
1.3 Adverse impact of reducing quality at workplace
Aintree hospital is a part of NHS which is world largest health care organizations by
having their number of branches across the international borders due to which they need to
implement appropriate plans or policies for minimizing the possibilities of frauds. Basically,
number of patients are coming at hospital for acquiring necessary services as well as to
overcome their health problems in a better way. Thus, it is indispensable for enterprise to
maintain their standardization of service whatever they are delivering to end users. On the other
hand, if an association get failed in fulfilling needs or demands of distinct consumers then they
have to encountered heavy damage or loss. Along with this, it also may have a major impact on
goodwill of an association because they are responsible for patient health which is one of the
most significant aspect for every human beings. Hence, in order to manage each or every activity
in much better way managerial team needs to design suitable strategies by which they get
succeeded in delivering best services to final users because improper service affects consumers
in a negative manner (Insel and et. al., 2011).
It means, management team of Aintree hospital needs to take effective measures or steps
by taking care of external and internal stakeholders while offering services. Beside this, they are
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also encountering distinct number of difficulties that are connected with services such as; lack of
ambulance facilities, technique used by doctors for treatment, absence of necessary medicines
and so on. It means, absence of all these facilities resulted in dissatisfaction of users and patients
are failed in recovering health issues. Therefore, company needs to consider relevant facts or
figures while delivering goods or services.
4.1 Techniques of evaluating health care service quality with intrinsic and extrinsic perspective
It is essential for NHS hospitals to prepare an appropriate plan or strategies for
controlling the probability of mistakes or errors at health care organization because it have a
major impact on goodwill as well as choice of consumers. However, every individuals wants to
acquire qualitative services and dream to live their life free from any kind of diseases. Thus,
managers of a Aintree hospital is liable for establishing a standard at workplace by taking
immediate actions against unusual activities. It is essential to evaluate the perspective of different
external or internal stakeholders for overcoming different success barriers. Some of the essential
techniques are detailed below:-
Questionnaire:- According to this element, it is consider as an appropriate document
which in which distinct types of questions are going to ask with every users as well as
stakeholders that are connected with organizations (Moorhead and et. al., 2013). However, in this
document questions are like quality based, services, facilities and so on. In fact, it is an
appropriate technique of improving services of an association.
Interview:- According to this component, managers needs to conduct interview sessions
for gathering relevant information or data in most appropriate manner. In fact, one of the major
technique of acquiring corrective facts by interacting personally. Thus, Aintree hospital needs to
adopt this framework for understanding perspective of their internal or external.
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TASK 2
Covered in PPT
TASK 3
3.1 Effectiveness of system, policies and procedures while delivering qualitative services at
health care
Health care is an important aspect to be provide in appropriate manner so that it will not
harm human beings. For ever healthcare organisation, it is essential make policies as well as
strategies in such manner to render proper services to clients as it is relevant to life of an
individual. Stanford Residential care home have to establish various procedures along with
effective systems to implement for delivering better services to patients (Parekh and et. al.,
2011).
It is necessary for health organisation to recruit enough number of employees as per their
excellent efficiencies and abilities to fulfil responsibilities of different designations. They have to
hire experienced and well qualified nurses, ward boys, specialists and surgeons. This will
facilitate to conduct various check ups of patients in proper manner which results in accurate
treatment to provide better medical services to make them healthy. Stanford Residential care
home to make sure that their employees are rendering proper medications along with their
behaviour. They have to attain various objectives by applying several kind of policies like certain
disease events, providing better health care advices, free check up campaigns to improve social
health care.
Such firms are also take care of different kind of machines and equipments which are
necessary to make various kind of internal check ups like x-rays, sonography and so on. These
procedures are essential to know about exact health problem to prefer correct medication to
patient (Reeves and et. al., 2011).
Health care system and policies are playing eminent role in overcoming distinct issues
and problems by facilitating employees with best services. Basically, as per national governing
bodies of UK every individual have right to acquire standardized health care services with the
help of best services. Therefore, first and foremost policy of an enterprise is to promote best
quality of health facilities across the regions in distinct geographical region by satisfying the
requirement of needs. One of the most appropriate example of policy effectiveness is ;
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minimization of health issues, dangerous infectious and non-infectious diseases and so on.
Additionally, health care organization are getting succeeded in developing the nation by offering
qualitative facilities to their desired people. Moreover, promote economy of a country with the
upliftment of poorer sections of community.
3.2 Contribution of factors in attaining objectives of quality
It is well known that people want to prefer only those health organisation who has their
best medical services in their expertise field. For this, companies have to make sure that they
have to establish their systems in such manner to render appropriate medication to patients for
solving their medical issues or cure the diseases they have. Stanford Residential care home have
to consider some factors which are given below:
Availability of resources:- This can be described as one of beneficial factor which have
an important affects on procedure of attaining health care services. Medical resources are really
very essential to provide proper treatment to desired individual. But natural sources are still
limited and process of increasing in quality of products and services demands more resources.
Stanford Residential care home need to maintain high standards of services has direct of
availability of medical sources.
Size and services mix:- It is required to maintain quality as well as effectiveness of
services the size of firms along with service mix planning has essential affiliation. As per
observation and research of external agencies like CQC (Care Quality Commission) are
providing services in rural as well as urban areas. But lack of skilled health care staff is affecting
the events of attaining quality in this field (External Stakeholders, 2008).
Economic factors:- It is very obvious that every organisation need amount of money as
per their expenses regarding various important activities or procedures on regular basis.
Economic criteria plays a significant role in planning of craft or service improvement in
attribute. If financial situations is not good in Stanford Residential care home then they are
unable to provide proper treatment or medications to their patients. It is important to meet quality
goals by forecasting and planning of services.
3.3 Suggestion for Sam to improve the quality of services in standard care home
Healthcare organisation have to adopt several techniques as well as methods by which
they become able to enhance their services to people for their well-being. These firms have to
observe, analyse and evaluate development plan along with effective policies to meet targets of
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enhanced services. It is essential that Stanford Residential care home have to establish such
teams to collect each feedback and then focus on planning to solve issues facing by people.
Apart from these firms, it is also necessary for government of nations to put some efforts towards
maintaining quality in services to enhance standards by utilising resources in more efficient
manner for social well-being. Methods which can be implementing be firms are as follows:
Proactive engagement of consumers:- It is necessary to attain proactive engagement of
patients it is vitally essential for healthcare enterprises to involve with people in such way that
makes then view the whole system of health care with sense of trust.
Healthcare system empowerment:- It refers to that aspect in which patient and physician
involvement extends only so far then further engagement needs closing conversation loop. It is
important to make sure about proper health of patient and provide post care also many times by
asking for feedbacks from clients.
Apart from all the above factors number of factors and techniques are identified through
which company can easily enhance service quality of organization. Some of the major techniques
are discussed as follows:-
 Needs to design an appropriate plan or procedures by considering necessary facts or
figures for overcoming possibilities of mistakes.
 Implement usage of modern technologies for completing assigned job in minimum time
period.
 Advanced technology aids in connecting with long distance patients in minimum
duration.
4.2 Significance of service users at health care and evaluating process of service delivery
Managers of Stanford residential care is appointing Sam as a new care home manager for
improving the quality of an organization as well as aids in offering best service to clients. It is
fundamental for an association that incorporates their administrations client in the system of
providing quality administrations to them. For executing such things on organization, clients
fulfilment will get augment and extensive number of administrations lead for including it. "One
might say that it is basic for benefit clients in social insurance". This contention is totally valid
because of well-being and social care, right off the bat perceive the reason which need to decide
and after that settle on rectify choice that must be taken in compelling way. In this specific
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circumstance, investment of client is obligatory. Along these lines, organization require to learn
their procedure which they will gave to their administration to clients.
For estimating the execution, nobody lead for giving right information and data as
opposed to benefit client. Along these lines, Stanford mind home administrator need to take
fundamental choice for prompt required with their extensive number of client for assessing their
clients point of view. For getting the criticism from number of clients which help in expanding
the working and activity of business. Suitable data prompt spur their representatives and they
start to performing undertaking in positive way. With regards to positive factor, there are sure
negative components which recognizing the working condition.
Significance of service users at health care organization are discussed as follows:-
 Health care sector needs to have service users the only business activities can continue.
 Image of association is fully based on entire society.
CONCLUSION
From the above report it has been summarised that maintenance of quality is very much
essential at health care organization because it aids them in overcoming issues of users.
However, main objective of this report is to represent suitable ideas or techniques to service
providers in order to accomplish their job role in much better way. NHS hospitals, Whitechapel
and different residential care home are playing a major role in serving needy patients in a best
qualitative way by adopting various modern technologies. Hence, assignment helping in
analysing the necessity of quality at social care organization with the help of distinct scenarios.
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REFERENCES
Books and Journals
Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide.
McGraw-Hill Education (UK).
Brett, J., and et. al., 2014. Mapping the impact of patient and public involvement on health and
social care research: a systematic review. Health Expectations. 17(5). pp.637-650.
Care Quality Commission, 2012. The state of health care and adult social care in England in
2011/12 (Vol. 763). The Stationery Office.
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.
Moorhead, S.A., and et. al., 2013. A new dimension of health care: systematic review of the
uses, benefits, and limitations of social media for health communication. Journal of
medical Internet research. 15(4).
Parekh, A.K., and et. al., 2011. Managing multiple chronic conditions: a strategic framework for
improving health outcomes and quality of life. Public health reports. 126(4). pp.460-
471.
Reeves, S., and et. al., 2011. Interprofessional teamwork for health and social care (Vol. 8).
John Wiley & Sons.
Online
External Stakeholders. 2008. [Online]. Available through:
<https://www.stakeholdermap.com/external-stakeholders.html>. [Accessed on 3rd
August 2017].
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