Impact of Service User Involvement in Evaluation

The assignment analyzes how different stakeholders view healthcare quality, highlighting the roles of external bodies such as the CQC (Care Quality Commission) and NICE (National Institute for Health and Care Excellence). It emphasizes the significance of service user perspectives in the evaluation process, acknowledging both their positive and negative influences. The analysis is based on research findings and relevant literature.

Managing
quality in SCH
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Contents
INTRODUCTION...........................................................................................................................1
P1.1 Quality perspective of stakeholder in health and social care organisation....................1
P1.2 Role of external agencies in setting standard for quality...............................................2
P1.3 Assess the impact of poor service quality......................................................................2
TASK 2............................................................................................................................................3
P2.1 Standard exits in health and social care for measuring quality......................................3
P2.2 Different approaches to implement quality system........................................................4
P2.3 Potential barriers to deliver quality services..................................................................4
TASK 3............................................................................................................................................5
P3.1 Effectiveness of system, policies and procedures..........................................................5
P3.2 Factor influencing the achievement of quality in nursing care......................................6
P3.3 Ways in which health and social care can improve its quality.......................................6
TASK 4............................................................................................................................................7
P4.1 Methods for evaluating service quality within nursing home........................................7
P4.2 Impact of involving service user in the process of evaluation.......................................7
CONCLUSION...............................................................................................................................7
REFERENCE..................................................................................................................................8
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INTRODUCTION
Quality is one of the important aspect of health and social care services. The concept of
quality differs from one another it's generally depend upon the opinion, preference and
perception of the people involved in the system (Antheunis, Tates, and Nieboer, 2013). The
quality of services is not only important for user but also for service provider and external
shareholders. In the current report this perspective has been explained in detail along with
different ways through which health and social care services can improve their services. The
report will also discuss the role of external regulatory body in helping and maintaining the
quality in this social care. Along with this different method are also mentions through which the
proper assessment of quality can be done.
TASK 1
P1.1 Quality perspective of stakeholder in health and social care organisation.
Stakeholders can be defined as all those people who get directly or indirectly affected by
the services of health care organisation. Stakeholders in nursing care generally include service
user like patients, family etc. and service provider that is the professional, nurses, employees etc.
Quality in health care can be defined in various way the professional knowledge of a
service provider can also come in the category. The definition of quality depends upon the
perspective of person some of which are mentioned below:
Quality in the perspective of service user: According to service user they find the
service of care home effective if they feel satisfied with the quality of care. People demand
respect from the service giver and expect them to have good relationship and communication
with them so that they can listen to their problem and can provide them with best service. They
also deserve some power where they can make their own choice. Confidentiality is another point
that patient anticipate from the such organisation (Brach, and et.al. 2012).
Quality perspective from service provider: Service provider can see quality through
the budget, for HR quality means maintaining reputation of firm, effective budget for employing
valuable employees and retaining them while the view of general practitioners may include
managing drugs etc.
Quality is differed from person to person as each have their own perspective about
quality, an elderly person wants a pleasing treatment as Mrs bond also wanted to have proper
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communication with their staff so that trust could be created among them and better service cn
be provided to them (Cameron and et. al.., 2014).
Some examples of key neutral in health and social care are Inspecting bodies, Managers,
worker staff, governing and its agencies owners of care employ, owners of local businesses,
bourgeois, trade unions, service users, and the ownership from which the administration serves.
P1.2 Role of external agencies in setting standard for quality
Government and ministerial agencies are some external group that play important part in
setting the standard for nursing home. This agency set some standard point that are required to
follow by all nursing home. To ensure that these standards are followed and firm is maintaining
the level of quality they conduct frequent inspection on different aspect such as safety,
equipment’s, sanitation etc (Wager, Lee and Glaser, 2017). Furthermore, this firm also provide
special training and development program so that skill of care worker can be enhanced and they
can provide better quality of services
CQC is an independent regulatory commission of England who look after the quality of health
care in England they work to protect the interest of people. It ensures that care homes are
providing the people with high quality, safe and effective services.
National health and care excellence is another such organisation it's a non departmental public
body which is responsible for the health technologies within the NHS, it also provides training
and workshop for care workers so that they can perform well.
NHS hospital of London has also sought the help of this authority so that they can
maintain the quality of work in order to provide their patients with best services.
In this case role of external agency is help to improve the level of performance and
growth rate in organisation. It is help to manage the working environment. In this way Entities
such as custom-made, provider, partners, authorities regulators, and the social group, which act
with an organisation and may powerfulness its carrying into action, but are not under its direct
power.
P1.3 Assess the impact of poor service quality
Quality is an important aspect of Health and social care services, poor performance in
quality will have major impact on all the stakeholders. It has adverse impact on the basic criteria
that is poor clinical effectiveness, patients experience as well as their safety. In such condition
the patient needs are unmet which can have adverse effect the health of patient as happen with
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Mrs Bond negligence from the professional and wrong treatment affect her health (Chartier,
2014). Insufficient qualified staff along with lack of equipment and improper systematisation on
care service are also the result of poor quality.
London hospital unqualified professional, poor hygiene services inadequate service long
wait for the treatment all shows that firm was not following the basic standard that were set these
shows that care home was providing poor quality of services that was also affecting the
stakeholders.
Fact sheet
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TASK 2
P2.1 Standard exits in health and social care for measuring quality
The reason behind these standard is to advance daily activities so that quality services in
care environment can be provided. CQC, NICE, Code of Practice etc. are few organisations that
has set some standard that are need to follow by all SHC so that they can provide there service
user with quality services some of this standard are mentioned below
ISO: This standard ensures that supply and manufactures of all the product and services
of care home are safer, clean and efficient so that service user can get quality product. They
ensure that satisfaction of patients by providing them with quality of service along with making
necessary improvement in working so that standard of quality can be maintained.
BS 5400: This standard is for the construction of steel, when new building of health care
is constructed its necessary of them to follow this standard to ensure that these building are safe
for giving health care services and it should guarantee safer stronghold for health care consumers
(Horgan and et.al., 2015).
PS 9000: This standard is made for pharmaceutical packaging materials. It ensures that
all pharmaceutical material is safe for the users. It helps in avoiding any type of risk in
purchasing pharmaceutics and drugs and make sure that service user is getting genuine product
only.
Other than this there are some basic standard that every HSC home has to maintained are
mentioned below Person centred care: Its necessary of care home to provide the service to patient that
meet their preference and needs. Dignity and respect: Care workers are required to treat their patients with respect and
dignity. It’s necessary of them to listen to your wishes and provide patients with privacy
when they needed it.
Consent: Patients consent is must before providing them with any type of treatment. Without
the permission of service user doctors cannot move forward (Foot and et.al., 2014). Safety: Safety of patients is utmost responsibility of service provider. They are not
allowed to put patient through any treatment that is unsafe or they are unsure about it. Food and drink: Social health care givers should provide their patient with good quality
of food and drinks that can keep them healthy.
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 Premises and equipment: The hygiene is one of the important factor, the equipments and
place should be cleaned and suitable for the treatment
 Staffing: The firm should have qualified team that can carry out their function in efficient
manner.
In this context quality is help to increase the level of performance and maintained the
growth rate in organisation. It is help to increase internal and external level in market. In this
way relation to prime and its measure, and outlines input on this issue. Intentional to be of value
to those for whom prime and its measure is integral to their day-to-day piece of work, it will also
assist the wider wellbeing and social assemblage to understand the contribution.
P2.2 Different approaches to implement quality system.
Quality system provide health care with better understanding of quality index. With the help of
different approaches is assessed and measure the quality in care setting. From many reports it
has come forward that quality system has been quite effective in maintaining the quality of
health care services
There are different approaches that London hospital can implement in order to maintain
the quality of services in firm. Total quality management approach is generally used with
continuous quality improvement. CQI is quite effective in developing clinical practices. It works
on the principle that there are many opportunities through which the quality can be improved and
maintained. Quality assurance is another such programme that help in maintaining the quality in
services. This approach mainly focuses on the identified issue and try to find the best possible
solution that can help them in managing such problem (Fichera, and et.al., 2016). It follows
regulatory process that include documentation, reviewing and oversight processes. EFQM
excellence model is another such approach that can also be used by HSC this model helps in
self-assessment and provide and provide 9 criteria where continuous development can be made.
This help firm in identifying their current standard and make necessary changes to provide better
services.
London NHS hospital can adopt Quality assurance programme in practice in order to
improve their quality of service the approach will provide hospital with area where they lack and
problem they are facing which is causing hindrance in quality of firm. This approach work on
research and detail study this is one of the best way that cited hospital can adopt along it this it
can also adopt CQI approach so that continuous development can be happened in firm.
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P2.3 Potential barriers to deliver quality services
The potential barriers that are hampering the development in the London NHS hospital
are poor communication and lack of concern in delivering quality services. This both things lead
to dissatisfied patient leading to aggressive behaviour and institute failure complaints system.
The reason behind the poor communication can be because of the inability of staff and skills that
are required to handle patients. Along with this inability of management to make necessary
changes that can help firm in the improving their services create the barriers like robust
complaint system. Some external barriers are also affecting the services of London NHS
hospital such as health insurance, financial power etc., Insufficient financial support from health
department is also affecting the services of firm.
Lack of fund is another barrier that cause hindrance in providing valuable services. Because of
lack of finance and resources London hospital is unable to provide their patients with best
services, but in order to make necessary changes NHS has provide the hospital with additional
fund so that they can implement development programmes, and can make essential amendments
so that quality of firm can be enhanced (Forder and Allan, 2014).
Improper communication and ineffective information sharing has become one of the big
barrier in London NHS hospital in providing quality services. Miscommunication and ineffective
information sharing lead to delay in the services that has major impact on the health of patients.
Lack of funds is also the reason behind the poor services provided by firm.
TASK 3
P3.1 Effectiveness of system, policies and procedures
System, policies and procedure play important role in providing quality services to
service user. Effective system and procedures set guidelines that care home and hospital is
working efficiently. Some general policy and procedure that firm follow include health and
safety policy, where hospital and health care home are require following this policy under which
they are responsible for providing the best health and safety care for their patients (Oates, 2015).
Confidentiality policy is another policy that HSC care follow under this in no condition this
health care home pass the personal information of patient to other people without the consent of
patients. Information policy is another such policy where service user has written to ask about all
the necessary information related to the person and its treatment.
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Health and social care provide many services to their patient such as HELP IN YOUR
HOME in this the service user come at patient house to take care of them. They provide help in
simple task such as getting dressed, washing preparing and eating food etc. Advisory service and
advocacy is another such services. This service is quite effective for the people who are in need
of care but find it difficult to use their right. This advisory provide patient with information
about various services that they can use and also suggest them with those services that will be
most benefited to the patients. Financial support is another such benefits the people under the
social and health care can get financial support and funding from charities that help them in
covering the cost of expensive treatment or equipment. In health and social care is to be focus on
some system and polices to improve the growth rate in market. A correctly corporate health and
safety policy undoubtedly mentions health and safety goals and the service’s promise to colorful
better health and safety carrying into action. Policy and routine also admits the owner’s
legitimate duties. Organizing a health and safety policy is a vital realistic move towards
delivering and preserving a work place atmosphere that is protected and devoid of harms to
health and social care.
P3.2 Factor influencing the achievement of quality in nursing care
The health and social care services should be clinically effective, efficient and
responsive. The achievement in the quality of services get determined by the service user and
other stakeholder. If the service user is satisfied with the services provided to them than it can be
said that Residential care home was able to achieve require quality standard in their working.
One of the most significant factor that can help care home in achieving the quality is keeping a
close eye on the working of rival firm. Premier Residential care home can look over the
procedure and services of others firm and can implement necessary changes in their working.
Following the standard set by the CQC and other organisation van also be helpful, they
can also seek the help of such organisation or can work in partnership with them (Sallis, 2014).
It can provide cited firm with necessary advice and funds that can help firm in maintaining the
quality of their services.
Quality system is another way through which they can maintain the quality by applying
the approaches like total quality management and continuous development Residential health
care can analyse the various area they lack and can make some changes that will help them in
providing satisfactory services.
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P3.3 Ways in which health and social care can improve its quality
There are many ways through which the services in health and social care can be
improved. By setting high customer setting standard, this will ensure that care home is providing
quality services to their services user. They can empower their customer and can increase the
engagement of patients this will help them in creating trust between them. The Premier
Residential care home can ask for their patients’ feedback about their services and can make
necessary changes so that best services can be provided for the one in need.
Other than this they can also hire new and well qualified people who can help in
managing various activity of care home, this will not only reduce the pressure from other
employees but it will also help care home in providing better services to their customer
(Krajewski, Ritzman and Malhotra,2013).
Training and development program are other ways through which these hospitals and
nursing home can enhance the quality of their services. The care home can provide their
employees with special training on handling elderly people. They provide them with basic safety
knowledge that will help them taking necessary measures at the time of need. By implementing
training and development programme the skills and knowledge of service provider will enhance
they will be able to provide proper care to the patients.
Apart from this target messaging is also one of the effective way through which quality
can be maintain in the services. By placing target in development and planning in order achieve
it helps in gaining noticeable change and maintaining the quality of work. For e.g. firm can make
quality target for every month and can try to reach them (Chartier, 2014). Premier Residential
Care Home can also adopt the method of continuous monitoring this will help them in assessing
their services and how care workers are performing their job. This will help them in maintaining
their performance.
By communicating well and developing better relationship with their patient care home
can come to know about their perspective and can make necessary changes so that they can
improve the quality of their services. Furthermore, they can also follow the standard made by
CQC so that standard can be maintained in the care home. This all factor will help them in
providing in quality services to the patient. It will also help care home from being suspended.
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TASK 4
P4.1 Methods for evaluating service quality within nursing home
Enclosed in ppt.
P4.2 Impact of involving service user in the process of evaluation
Enclosed in PPT
CONCLUSION
From above report it can concluded that that the perspective regarding the quality differ
from stakeholders to stakeholders. External bodies such as CQC and NICE play major role in
maintain the quality standard in the firm. Stake holders play major role in the evaluation process
and can have both positive and negative impact.
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REFERENCE
Books and Journals
Antheunis, M. L., Tates, K. and Nieboer, T. E., 2013. Patients’ and health professionals’ use of
social media in health care: motives, barriers and expectations. Patient education and
counseling. 92(3). pp.426-431.
Brach, C. and et.al. 2012. Ten attributes of health literate health care organizations (pp. 1-26).
Washington, DC: Institute of Medicine of the National Academies.
Cameron, A. and et.al.., 2014. Factors that promote and hinder joint and integrated working
between health and social care services: a review of research literature. Health & social
care in the community. 22(3). pp.225-233.
Chartier, Y. ed., 2014. Safe management of wastes from health-care activities. World Health
Organization.
Fichera, E. and et.al., 2016. Quality target negotiation in health care: evidence from the English
NHS. The European Journal of Health Economics. 17(7). pp.811-822.
Foot, C. and et.al., 2014. Managing quality in community health care services. King's Fund.
Forder, J. and Allan, S., 2014. The impact of competition on quality and prices in the English
care homes market. Journal of Health Economics. 34. pp.73-83.
Horgan, C. M. and et.al., 2015. Managing and improving behavioral health care quality in
private health plans. Drug & Alcohol Dependence. 146. pp.e143-e144.
Krajewski, L. J., Ritzman, L. P. and Malhotra, M. K., 2013. Operations management: processes
and supply chains (Vol. 1). New York, NY: Pearson.
Oates, J., 2015. Participant experience of a Care Quality Commission inspection. Nursing
Standard. 29(48). pp.42-46.
Sallis, E., 2014. Total quality management in education. Routledge.
Wager, K. A., Lee, F. W. and Glaser, J. P., 2017. Health care information systems: a practical
approach for health care management. John Wiley & Sons.
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