Quality Management in Health and Social Care

This assignment focuses on quality management within the context of health and social care. It requires students to analyze various aspects of quality management, including organizational structures, patient safety, service delivery models, and evidence-based practices. The assignment draws upon academic literature and resources to provide a comprehensive understanding of the principles and applications of quality management in this field.

Managing Quality in HSC

Table of Contents
INTRODUCTION................................................................................................................................3
TASK 1.................................................................................................................................................3
1.1 Perspective of external stakeholders concerning quality in healthcare.....................................3
1.2 Analyse the crucial role of external agencies on standard setting in healthcare........................4
1.3 Adverse impact of reduced quality on Stakeholders..................................................................5
4.1 Methods to evaluate the quality of health and social care services...........................................6
TASK 2 ................................................................................................................................................6
2.1 Standards in health and social care organisations and the relationship with quality.................6
2.2 Evaluate diverse strategies that can be used when implementing quality in health and social
care...................................................................................................................................................7
2.3 Potential barriers in delivering of quality management in Whitechapel Hospital,....................8
TASK 3.................................................................................................................................................8
3.1 Effective use of systems, policies and procedures to improve quality of Stanford Residential 8
care home........................................................................................................................................8
3.2 Possible factors that can contribute to the attainment of quality...............................................9
3.3 suggest ways to improve the quality of services in Stanford care home.................................10
4.2 Importance of involving service users in service delivery of health care................................10
REFERENCES...................................................................................................................................12

INTRODUCTION
Health and social care are the terms related to services which are provided by healthcare
professionals, physicians and nurses to patients. As these services have direct impact on human’s
life as it is very necessary to maintain standards to provide quality service to patients and children.
Every healthcare centre will have its own laws and policies which are required to regulate proper
functioning of hospitals and other health care centres (Thomas, 2012). If the quality of health and
social care service centre is not maintained properly it will affect the internal and external
environment. Proper managing skills and monitoring procedures are essential for every organization
to grow effectively and timely.
In this report, different quality parameters will be studied based on the perspective of
external stakeholders of St Andrew's Hospital UK. Further, study will also include negative impact
of reduced quality on service users and other healthcare professionals and ways to improve the
service in the field of health and social care centres.
TASK 1
1.1 Perspective of external stakeholders concerning quality in healthcare
Stakeholders Positive impact Negative impact
Government The perspective of government
about the quality services in St
Andrew's hospital, UK is
positive as well as negative.
These are discussed below.
 Due to the effective
quality and resource
management, UK
government has
reduced the
consultation fees of
hospital which earlier
was very high and due
to this reason
prevented older and
poor citizens to seek
Negative perceptions include:
 Due to less number of
staff members in St.
Andrew's hospital, the
government is planning
to collaborate this
hospital with various
other healthcare centres
(Hibbard, and Greene,
2013).

medical care (Chassin
and Loeb, 2013).
 As the quality and
service of this hospital
has improved to a
greater extent,
government has started
investing more funds
on development of St
Andrew's hospital.
Investors  Due to the better quality
services provided by St
Andrew's Hospital, UK,
the investors have
increased the investment
cost which resulted in
increased of Hospital's
capital (Millar and Hall,
2013).
 As St Andrew's hospital,
UK, is a low budget
hospital it has to pay
dividend to their
investors which will
havea negative impact on
financial resources of the
hospital.
Customers  As the hospital is
capable of providing
better healthcare
services, customers
prefer this hospital for
seeking medical health
issues whenever
required.
 Decrease in staff
members has affected
the quality of hospital.
As patients inflow is
high, more number of
medical staff is required.
to handle the patients.
(Aiken, Sermeus and
Tishelman, 2012).
1.2 Analyse the crucial role of external agencies on standard setting in healthcare
It is necessary to maintain various quality standards for proper functioning and maintaining
of St. Andrew's Hospital (Brunsson, Rasche and Seidl, 2012). Various external agencies that
participate in measuring quality standards are mentioned below.

 UK Adverse Incident centre: The UK Adverse Incident Centre functions with the objective
of taking all valid actions within its standards to protect the wellbeing of health and social
care service-users. It adopts the procedure of a regional centre for the voluntary reporting
and investigation of adverse incidents (Firoz, Chou and Say, 2013). It is carried out by
involving medical instruments, non-medical equipment, building elements and for providing
essential safety rules in relation to these items.
 Health and social care complaint centre: Health and social care complaint centre has been
formed to help individual in making complaints regarding various health and social care
issues present in St Andrew's Hospital. If a person needs to lodge a complaint he/she can
register it in formal or informal ways (Qi, Yin and Lin, 2013).
 Quality 2020: Its aim is to measure and maintain quality framework to safeguard patients,
service providers and other individuals connected to health and social care service centres
(Munn-Giddings and Winter, 2013). It also recognises different opportunities and major
challenges that can affect the quality standards of St Andrew's Hospital, UK.
 Personal and Public involvement centre: It determines the quality by involving various
external bodies such as ordinary people and planning commission to deliver and evaluatethe
quality of health and social care services they receive (Dye, Reeder and Terry, 2013).
1.3 Adverse impact of reduced quality on Stakeholders
As the quality standards of St Andrew’s Hospital is affected then it will have a negative
impact on external and internal stakeholders of the organization. Consequences will be in following
ways.
 Impact on Customers and service users: Quality has a direct impact on individuals who
utilises there service. If St. Andrew's hospital provide better services to the customers’ then
they will rank the hospital on higher position (Mechanic, McAlpine and Rochefort, 2013).
But if it fails to deliver quality service to its patients, customer satisfaction rate will decline
which will ultimately effect the hospital's reputation.
 Effect on Productivity: Productivity declines with the decrease in quality of service
provided by St Andrew's Hospital, UK. If this hospital uses low quality surgical instruments
and other drugs for treating patients, it will have a negative impact on their productivity
(Campbell, Fitzpatrick and Kinmonth, 2014).
 Decrease in Profitability: Increase in quality services increases the profit. On other hand, if
the hospital is not meeting the quality standards, automatically their profitability will fall
exponentially. Hence, it is very necessary to maintain proper quality and management in St.

Andrew's hospital, UK (Gilbody, Whitty and Thomas, 2013).
 Impact on Investors and suppliers: Decline in the quality standards will have a direct
impact on external stakeholders of St. Andrew's hospital, UK. As investors spend their
money for the upliftment of this hospital they require the hospital to meet proper quality
standards so that profitability is not decreased. If this hospital fails to provide dividend to
investors and suppliers they will suffer from financial crises (Axelsson, Axelsson and
Seemann, 2014).
4.1 Methods to evaluate the quality of health and social care services
Different criteria have been applied to assess the quality of St Andrew's Hospital, UK. These
are discussed below.
 Customer's Feedback mechanism: It is one of the most reliable method to assess the quality
services provided in St. Andrew's Hospital, UK. If services provided by hospital are of the
best quality then it will directly have a positive impact on feedback. Customers will be more
satisfied if the number of errors are miimized. (Andrulis, 2013).
 Benchmarks designed by hospital: Certain benchmarks are designed by St Andrew's
hospital to check the quality services on timely basis (Gilbody, Whitty and Thomas, 2013).
It is very important to assign benchmarks as it helps in identifying and rectifying the loop
holes which affects the quality of services provided in the care centre (Managing Quality in
Health and Social Care, 2015).Patients’ inflow: Increase in patients’ inflow depicts that St.
Andrew's hospital is providing better medical facilities to its service users. On other hand, if
patient's inflow decreases it shows that hospital is insufficient in providing quality service to
their patients (Drummond and Torrance, 2015).
 Employees’ opinions and views: If the overall staff of St Andrew’s hospital, UK provides
good facilities and services to the individuals working there, it will directly enhance the
quality of work done by employees. Healthcare professionals will attend their patients with
utmost care and support which will further result in gaining goodwill (Glisson and Williams,
2015).
TASK 2
In ppt

TASK 3
3.1 Effective use of systems, policies and procedures to improve quality of Stanford Residential
care home
In order to improve the overall quality of Stanford Residential care home there is a requirement to
make use of systems, policies and procedures. These are as follows;
 If Sam tries to solve current and potential care problems arising in Stanford Residential care
home due to reduced quality service by doctors it can enhance the quality of the care home.
 Expansion of qualified team of healthcare professionals by Sam will help in providing better
medical care to older people. It will aid in managing quality in Stanford Residential care
home.
 It is essential to maintain records of different patients in Stanford Residential care home so
that those records can be referred in future (Thomas, 2012).
 If Sam develops strategies for providing training about Medicare benefits and its dangers it
will help an individual to develop knowledge on different aspects of healthcare.
 Continuous efforts and hard work needs to be implemented by Sam so as to improve average
performance and correct substandard practices in Stanford Residential care home.
 If Sam takes the initiative to develop better methods to treat older citizens then it will affect
the quality parameters of the hospital in a positive way. Therefore effective care service can
be provided to the patients (Munn-Giddings and Winter, 2013).
 It is important to ensure that the staff members take responsibility for maintaining patient’s
records, including age, sex and other information to minimize errors. This will aid in
providing accurate healthcare services to old age people in Stanford Residential care home.
 Enactment of laws and policies to establish the confidentiality of person who is admitted in
Stanford Residential care home is essential.
3.2 Possible factors that can contribute to the attainment of quality
 Abundant resources: Abundant resources will help in achieving quality at a greater level in
Stanford Residential care home. On other hand, if a care centre lacks healthcare
professionals or other medical and surgical equipments needed to treat old age patients then
it will affect the quality and reputation of the hospital. Hence, abundance in resources plays
an important role in attaining quality standards (Gilbody, Whitty and Thomas, 2013).
 Coordination by employees: Proper coordination between employees and patients is very
necessary. If Stanford Residential care home lacks proper coordination, patient may refuse to
adapt to changes which can be beneficial for his/her health. Sometimes lack of coordination
among different healthcare professionals is also noticed due to which service users complain

about improper quality and care provided to them. Therefore, communication and
coordination are key factors to attain quality in Stanford Residential care home.
 Enactment of proper laws and policies: For maintaining good quality services it is very
essential to develop correct laws and policies so that Stanford Residential care home works
accordingly. If there are no proper rules and regulation, it will result in mismanagement
(Munn-Giddings and Winter, 2013).
 Proper management: Management roles and responsibilities should be assigned to all the
healthcare professionals to deal with citizens of old age in Stanford Residential care home. It
will aid in increasing and enhancing quality standards which is very necessary for any
healthcare centre to function effectively. Mismanagement can sometimes lead to suspension
of healthcare centres.
 Proper communication: It is very necessary to have a proper communication between
healthcare professionals and different patients in hospital. If there a lack of communication
between patients and other staff coordinates then it will adversely affect the care services of
Stanford Residential care home. If older patients are facing different health issues it is
important to communicate it with the concerned health supervisors for treatment. If he/she is
not ready to communicate that problem it can lead to complications. Hence, proper
communication is a significant factor that contributes to the attainment of quality of services.
3.3 Suggest ways to improve the quality of services in Stanford care home
By following different quality standards, quality of service can be improved in Stanford
Residential care home. The standards are discussed below.
 ISQua Standards: The procedure of ISQua standards is to evaluate external environment to
assure that Stanford Residential care home meets thequality standards. It is now ten years
since ISQua’s first principles of the international healthcare standards were developed as a
guide for standards development and revision. By obeying the guidelines of ISQua
standards, quality of service can be enhanced in Stanford Residential care home for older
citizens (Thomas, 2012).
 NICE quality standards: Brief standards have been incorporated to measure quality
improvements within Stanford Residential care home. It has been developed independently
by NICE. Hence, it is very efficient standard that can be utilized by the hospital in
improving the services provided by healthcare professionals to older citizens (Gilbody,
Whitty and Thomas, 2013).
 WHO/UNAIDS Global Standards: By implementing standards designed by
WHO/UNAIDS, quality can be managed effectively in Stanford Residential care home. It is
generally designed for youngsters and old age patients to find it easier to obtain the health

services. WHO/UNAIDS Global Standards helps in promoting and giving them quality
services so that they can protect and improve their health and well-being (Drummond and
Torrance, 2015).
 Physical activity quality standards (QS84): Physical activity quality standards (QS84)
describes advanced priority areas for quality improvement in Stanford Residential care
home. This quality standard was enacted by UK government under the Health and Social
Care Act (2012). Each strategy mentioned in this standard consists of a prioritised set of
particular, brief and measurable statements. They help in creating a guideline which can help
in adopting various measures to enhance the quality of the hospital. This quality standard
aids in adapting all the physical activity in people of all ages who are physically unwell. It
includes patients from different health issue centres such as neurology, orthopaedic, and
other endocrine department.
4.2 Importance of involving service users in service delivery of health care.
It is important to involve service-users in delivering health and social care services due to
following reasons. They are:
 Decision making: It will be of great benefit if Stanford Residential care home involves
service users in delivering their healthcare services. They can help in decision making by
providing suggestions to care professionals regarding development and care planning
(Munn-Giddings and Winter, 2013). Sometimes, service users have better ideology and
planning which can enhance medical care services and quality. Hence, involving patients
inservice delivery plays a significant role in growth and development of Stanford Residential
care home.
 Quality improvement feedback: It is very necessary to receive feedbacks from patients
regarding the quality of care Stanford Residential care home is providing to its service users.
Service users can provide or propose certain strategies which can be implemented to
improve the healthcare facilities for older patients (Gilbody, Whitty and Thomas, 2013). If
patients are not satisfied with the medical care provided by supervisors then they will give
negative feedbacks. These negative feedbacks from old age patients will help in fortifying
and rectifying mistakes that declines the quality of service in health and social care
(Axelsson, Axelsson and Seemann, 2014).
 Personalized care planning: It has been observed that older citizens find themselves
uncomfortable if they are treated in Stanford Residential care home due to their age factor.
They prefer the same quality of care to be delivered as it is provided in their personal homes
(Personalized Care Planning, 2015). Hence it is very essential to have a proper
communication with old age patients in Stanford Residential care home. This will help in

better planning of personalized care. Sometimes, they also need to appoint personal
healthcare professional for their satisfaction. Hence, involving service users help in
improving the quality of services provided in health and social care sectors (Glisson and
Williams, 2015).
CONCLUSION
The above report focused on the reasons and parameters which affected the quality
management of St Andrew hospital, UK, with respect to perspectives of different external and
internal stakeholders involved in the development of this hospital. The standards present in health
and social care centres were also discussed for implementing various effective strategies to increase
and enhance the quality of services provided by St Andrew's hospital, UK. Further, the report also
included various potential barriers that are faced by healthcare professionals, service users and other
external bodies associated with the hospital. Different ways were suggested to overcome the
potential barriers for proper functioning and development of this hospital in UK. Certain parameters
which are assigned by external agencies to improve quality is also included in the above report.

REFERENCES
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Online
Managing Quality in Health and Social Care. 2015. [Online]. Available through:

<http://asasedu.com/managing-quality-in-health-and-social-care/>. [Accessed on 10th
February 2016].
Personalized Care Planning. 2015. [Online]. Available through:
<http://www.evidentlycochrane.net/personalised-care-planning-for-adults-with-chronic-or-
long-term-health-conditions/>. [Accessed on 10th February 2016].