Managing Quality in (HSC) Health and Social Care Report
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Added on 2019-12-03
Managing Quality in (HSC) Health and Social Care Report
Added on 2019-12-03
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MANAGING QUALITY IN HSC1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Understanding different perspectives of quality in relation to HSC................................31.2 Role of external agency in establishment of standards....................................................41.3 Assessing the impact of poor service quality on HSC stakeholder..................................5TASK 2............................................................................................................................................62.1 Standards of health and social care..................................................................................62.2 Approaches for implementation of quality systems.........................................................72.3 Potential barriers for delivery of quality health and social care service at RUH.............8TASK 3............................................................................................................................................93.1 Evaluating the effectiveness in systems of RUH.............................................................93.2 Factors leading to various influences in the achievement of quality................................93.3 Suggestions for improvement in quality.........................................................................10TASK 4..........................................................................................................................................104.1 Evaluating methods for evaluating HSC services..........................................................104.2 Discussing the impact of involving users of services in the evaluation process............11CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................122
INTRODUCTIONMaintenance of quality in health and social care services is an important aspect that is tobe considered by all. It is highly important for both the users of health and social care servicesand external stakeholders as well. This aspect might be interpreted differently by differentpeople. The differing perspectives are clearly highlighted in the report. The strategies that can beapplied for attaining quality in health and social care services is also outlined in the followingreport. Along-with the involvement of users of services, the significance to address therequirement of external regulatory bodies is also shown. Lastly, the methods that can beemployed for the assessment of different quality perspectives and ability for evaluating suchmethods against the service objectives are discussed in detail. TASK 11.1 Understanding different perspectives of quality in relation to HSCThere are many stakeholders that a health and social care organization needs to recognizeto a great level. Each of them has their own perspective to the term regarding quality of services.Their perception of term quality and its view point on it is of great significance to theorganization (Wonderlich, 2007). The bodies such as Care Quality Commission have expectedall quality related standards and principles that are specifying the quality maintenance by thosewho are involved in services. According to senior nursing staff, it was difficult for them to knowwhat was being delivered by the lower staff. The perspectives of different stakeholders are- 1.Conformance- Conformance criteria are specifically identified standards by everyorganization. The aim of these criteria is to measure whether the standards have beensuccessfully implemented by an organization or not. Such criteria are measured at the endof the completion of task. In the current report, Royal United Hospital Bath NHS trustneeds to adopt these criteria that fit to the needs of patients as well as the firms (Kwakand Anbari, 2006). 2.Perception of staff- Staff members are the ones who are delivering the adequate services.They must look on providing the quality of services. For enhancement in the standards ofoperations of staff members, they must undertake the efforts to improve their quality ofservices. 3
3.SERVQUAL- This is the model of quality management which has been developed byZeithaml, Parasuraman and Berry to measure the level of quality of services. Such modelhas highlighted the key components of esteem qualitative services that are stated byhealthcare services. 4.Quality Audit- This is a process that indicates a systematic examination of a qualitysystem which is carried out by either an internal or external quality auditor (Perera andKuruppuarachchi, 2010). The hospitals have been undertaking informal spot checks on anad-hoc basis. 5.Technical quality- This is closely related to technology which is employed within healthcare setting. Effective utilization of technical services makes the staff member's work in amore convenient manner. Technological models are required to gather the information inrelation to client and their problems. Assistive technology has been introduced after theincident where a patient had left their ward unattended. 6.Functional quality- Functioning of staff members is truly critical as it has to keep onunderstanding the type of problem that persists with the patients. 1.2 Role of external agency in establishment of standardsWith an aim to measure the level of quality of services rendered by Royal UnitedHospital Bath NHS trust, there persists a number of external agencies who have played a crucialrole in setting up of standards for maintaining quality in services. Some of these externalagencies are-1.CQC (Care Quality commission) - Main aim of this body to check the quality of servicesprovided in health and social in UK. The key role played by this body is to assure that thequality in service provided by the hospitals RUH are adequate and there is non-existenceof any complaints from the patients (Ricard, 2014). According to the commission, qualityof services provided must be safe, effective and highly qualitative. 2.National institute for Clinical excellence- This is also an organizational body formed bythe UK government. Their main role is to assess the quality in efficiency of drugs andtreatments as and when provided. Simultaneously, it also provides the specifiedguidelines on the way in which patients can receive optimum support services. 3.Health Service Commission Act 1993- It is an Act of the parliament of UK. Here, in thisact, a commissioner is appointed who provides confidential services. The key role of4
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