Exploring the Role of Stakeholders in Improving Healthcare Services

Hospital organization is collecting qualitative data to collect feedback from patients relating to services provided for a specific disease. This data collection method involves involving users of services in the evaluation process, which has an impact on service quality. The report concludes that different stakeholders have their own role and importance in health and social care. Doctors, nurses, and caretakers are focusing on improving quality and standards of services given to patients. External agencies like NHS and CQC also play a crucial role in inspecting the hospital organization to ensure adherence to set standards. The report highlights the importance of providing best possible services to patients to improve their hospital image and earn trust.

MANAGING
QUALITY

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Perspective that stakeholders have in health and social care...........................................1
1.2 Analysing role of external agencies for setting standards................................................2
1.3 Assessing impact of poor service quality on stakeholders...............................................2
TASK 2............................................................................................................................................3
2.1 Standards exists in health and social care in measuring quality.......................................3
2.2 Different approaches to implement quality system..........................................................4
2.3 Potential barriers to deliver quality of health and social care services.............................5
TASK 3............................................................................................................................................6
3.1 Evaluating effectiveness of system, policies and procedures...........................................6
3.2 Analysing factors for achievement of quality in health and social care...........................6
3.3 Recommendations for improving quality within organization.........................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Managing quality focuses on a universal concept that organization products and services
are consistent and they are giving excellent quality at the best price to the individuals. It has 4
major components which constitutes quality planning, control, assurance and improvement.
Effective quality management within hospital helps them in gaining their patients attraction as
organization has best treatment options for their patients (Carlström, 2010). In relation to this,
this present report is based on health and social care in a local authority facility which is in West
London. This present report focuses on analyzing role of stakeholders in health and social care
regarding the quality of service. Further, it also explains standards which exist in health and
social care for measuring the quality.
TASK 1
1.1 Perspective that stakeholders have in health and social care
Stakeholders are those who have interest in organization but at times they are affected
with the business course of action. This problem is quite big in hospital sector as one wrong
treatment shatters the goodwill of the organization. Patients are also treated as stakeholders. This
is because they pay for health care services and are also considered as an end user of it (Chen,
2013). Further, health care stakeholders are medical professionals, different government bodies,
trustees, supporting staff, local government authorities, professional doctors, nurses and care
takers. Trustees are the one who gives financial support to health and social care which leads in
effective functioning and also helps in developing hospital venture. Generally, these trustees
raise fund so that health organization team can do effective and successful operations with best
of the infrastructure and technologies.
Further, local authorities have their own significance as they take part in development of
organization and also help health care ventures to give best of the accommodation and facilities
to treat their patients. Care takers and nurses are the paid employees who are considered as
assistant to doctors who usually helps them in making operation and treatment successful
(Hernon and Altman, 2010). Under the given case study, all the stakeholders are right now
imposing their focus on Methicillin-Resistant Staphylococcus Aureus (MRSA) which is an
infectious disease and hospital organization have to cure it in a positive as well as in effective
manner.
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1.2 Analysing role of external agencies for setting standards
Local authority facility which is in West London does many operations and treatments
throughout the year. In context of it, external agencies play a crucial role to set quality of
standards for health and social care organization. These standards are normally set by World
Health Organization (WHO), National Health Service (NHS), Care Quality Commission (CQC),
government bodies on health care in UK, etc. (Vellnagel, 2013). Further, these external agencies
set various standards and benchmarks which are required to be followed by each and every
hospital for their effectiveness as well as betterment. These agencies impose various rules and
regulations which health care organizations have to consider for generating goodwill and trust of
their patients.
Moreover, these external agencies check and inspect some crucial issues in health and
social care like sanitation, washroom facilities, accommodation provided to patients,
technologies used for operation, etc. Apart from setting standards in hospital venture, these
external agencies focuses on giving training and development to their professional doctors,
nurses, radiologist, etc. so that they can recover their patients in best and effective manner.
Further, if any problem persists in health care organization then these external agencies helps
them in finding new alternatives and best way to solve their problem. Most of the external
agencies are generally working in partnership with one another in order to make sure that
everything is properly aligned and balanced when it comes to standards of health and social care.
Under the given case study, these health care agencies have to find a suitable way to
solve infectious disease. Methicillin- Resistant Staphylococcus Aureus (MRSA) is a disease
which is spreading in West London and especially in the hospital itself (Collison and Spears,
2010). Old age people are the major ones who have are affected by this infection. This infection
is also spreading by eating together as well as in living accommodation. These external agencies
have to implement and undertake necessary steps to save life of patients and also find some
valuable ways to stop this infection to spread.
1.3 Assessing impact of poor service quality on stakeholders
Stakeholders have a keen interest in hospital as they focus on betterment and healthy life
of individuals. But at times, poor service quality affects hospital performance and also impacts
interest of their potential stakeholders. If services of hospital are not proper and patients are not
getting the best of the treatments, then it will affect goodwill as well as functioning of the
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hospital. Potential stakeholders for hospital are supportive people, local government authorities,
trustees, patients, doctors, nurses, care takers, etc. Further, if doctors and nurses are not punctual
in order to perform their task and duties then patients will not show any interest to visit hospital
whenever they are sick again (Maignan, Ferrell and Ferrell, 2005). Trustees who are considered
as a main root of organization will stop providing finance to hospital as no major undertaking in
research and innovation is taken up by the hospital venture. Same with the government bodies as
they will stop providing finance as well as major equipment and innovative machines. This is
because hospital organization does not possess any specialist doctor who can operate such
machines for treatment as well as betterment of patients.
By analysing all the condition, it will be assured that hospital dignity will be on stake and
they will not be able to incur any profit or revenue from the fees of patients. With all such bad
facilities, patients will also avoid to have their treatment there and will seek treatment from other
good and renowned hospital of UK.
TASK 2
2.1 Standards exists in health and social care in measuring quality
There are various standards for measuring the quality in health and social care. Some
standards for hospitals are ISO 9000/14000, Federal Standard 1037C, Good manufacturing
practices, etc. These standards for measuring quality plays a crucial role as they make sure that
the hospital organization meets those standards and maintain them in order to give better and
healthy service to their clients (Gorla, Somers and Wong, 2010). Further, ISO standards measure
the supply and manufacture of all the products like syringe, injection, tablets and ensure that they
are efficient and safer in use. Further, health care organization in London guarantees for the
satisfaction of their clients as everything they are investing in their treatments and surgery should
be paid off effectively by the hospital venture.
Moreover, mentioned organization in West London has maintained some standards in
residential care facilities. These care homes are developed by hospital in order to give long term
care either to children or adults who stays in these types of health care homes only. These care
homes are developed by hospital and they are somewhat like orphanage and child disability care
(Negi, 2000). Under this, care takers and nurses have to take care of their patients on daily basis.
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Apart from medicines and other treatments, hospital premises have to take care of their food,
needs and wants. Further, mentioned hospital venture must focus on following points:
 They should have prevention and supported self management
 Care to the patient is required to be provided with high standard of quality, efficiency and
safety
 Patients who are admitted in cited hospital should get discharged as soon as possible with
a limited risk of re-admitting them again
2.2 Different approaches to implement quality system
Quality systems are generally considered as organizational structure which is usually
accountable for implementing the qualities in all health and social care organization within
London. For implementing different types of approaches within hospital venture, everything
starts from a health care employer or a doctor who is working therein (Palakurthi, 2008). In order
to improve quality system, health care organization can undertake following points: Setting up of targets- Organization has to set a unique standard in order to provide best
and unique services for their patients. These standards should be reviewed by top
authority of the hospital venture either quarterly, half yearly or on yearly basis. This will
give a clear idea to the mentioned hospital that how many patients visited to the hospital
and what was their response after getting the treatment from doctors. Further, as like
business enterprises, more patients increases more productivity, revenue and goodwill for
the hospital organization (Vlachos and et.al., 2009). Local authority facility in West
London have to make well defined targets in order to check how many old age patients
got rid of spread infection and how they are feeling now after getting the necessary
treatment.
 Planning- Proper planning lead towards effective functioning of health and social care
organization as doctors, nurses and care takers need to be effective and efficient to
perform their task and duties timely. They have a major role to treat individuals as it will
lead towards safety and betterment of patients (Kwak and Anbari, 2006). Mentioned
hospital along with their potential stakeholders has to work on the infectious disease
which is slowly and steadily attacking the people who are working in hospital
organization itself. Further, along with various external agencies and government, they
should impose necessary steps to overcome this disease within small time period.
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2.3 Potential barriers to deliver quality of health and social care services
There are potential barriers which health care organization faces while delivering quality
of services to their patients (Patient perspective, 2013). These barriers can be both internal and
external.
External barriers Legislation- Legislation has its own place in hospital organization but at times in incurs
as a barrier. This is because when a patient is quite severe and in critical condition, filling
of documents consumes lot more time and before filling doctors do not prefer to do
operations. Hospital organization point of view is also correct that if any mishap occurs
then they are not responsible for the same but they will give their best for the success of
operation (Wilding, 2010). Therefore, at times this documentary process consumes lot
more time. Lack of resources- To improve things and to make innovations with new machines for
better health of patients, major barrier occurs which is in form of lack of resources. This
resource consists of time, money, and training of doctors and nurses to provide effective
services to the patients within Local authority facility.
 Social interaction- Social interaction is a major drawback as well as barrier for hospital
organizations as patients comes from different backgrounds who have their own cultural
and native language (Pang, 2003). Sometimes, it is difficult for doctor to understand from
what he/she is suffering from.
Internal barriers Time availability- Hospital organization hasn’t identified the barrier to deliver quality.
Just because of this reason, time constraint affects the performance of few prestigious
staff members. In order to improve this, hospital venture have to identify the best doctor
and nurses and they should train them properly in order to perform their duties
efficiently. Internal Communication- Internal communication acts as a barrier when staff within
hospital unable to coordinate properly. This arises due to ineffectiveness of staff
members and their inefficiency to hear something (Ricard, 2014). At times, hindrance
occurs between staff members when inefficient hearing leads to wrong precautions. For
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instance, tablet given by the doctor is wrongly interpreted by nurse and caretakers and
they give false prescription to the patients.
 Structure- Organizational structure within hospital venture acts as a barrier when things
gets complex. It arises when organization has a long team structure and authority is
passing from one person to another. This acts as an obstacle which results in delay in
treatments as well as for the severe operations (Thibault and et.al., 2007).
TASK 4
4.1 Evaluating methods for health and social care regarding internal and external perspective
Currently, West London facing a infectious disease namely Methicillin- Resistant
Staphylococcus Aureus (MRSA) which is affecting leaving of elderly patients within residential
homes. Organization welcoming solution from all the stakeholders including various external
agencies. Organization in order to over come with this infectious disease can generally assess
service quality through different sources.
Internal perspective: Questionnaire- Researcher can ask questionnaire relating to disease both with patients as
well as the staff working in the organization (Collison and Spears, 2010). Questionnaire
is a treated as a prime method of recording individuals suggestions in a definite manner.
People will have their own perception to speak on to the questions which is so asked by
the researcher Focus groups- Focus group is considered as a good way to gather together people from
similar backgrounds or experiences to discuss a specific topic of interest. Under this,
researcher will focus on skilled and talented people and they will emphasis on giving the
best solution to overcome the infectious disease. Semi structured patient interviews- These interviews are done by hospital organization to
collect qualitative data (Lane, 2007). These are considered as a primary source of data
and they are relatively more time consuming. This will help organization to know the
feedback from their patients relating the services provided for the disease.
External Perspective:
 Inspection agencies- Agencies like NHS, CQC will have an inspection of the hospital
organization in order to see the standards set by them to overcome the infection which is
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spread in residential care (Minett, 2009). They have questions relating to professional
doctors relating to the major implications taken by them to solve this disease
4.2 Impact that involving users of services in evaluation process has on service quality
Hospital services are used by patients and they have major influence on increasing and
decreasing goodwill of mentioned organization. Disease which is so spread need to be overcome
within a specific time period (Carlström, 2010). Further, evaluation has been taken of patients in
order to know how doctors and nurses are treating them and whether they are happy with the
services provided by the hospitality.
Under this scenario, patients have their own perception and some will be in favour and
some might be in against the service provided by the hospital organization.
Positive attitude of patients will be a gold dust for hospital venture as they will be able to create
more of the potential patients. Further, negative answer from individuals can result in vice-versa.
CONCLUSION
From the above report it is clearly evident that different stakeholders have their own role
and importance in health and social care. Further, this report clearly analyse that doctors, nurses
and caretakers are focusing on improving quality and standards of services which are given to
their patients. Moreover, this report also concludes the role of external agencies which focuses
on improving nursing care facilities which is provided to individuals within hospital
organization. This report also consists of different approaches to implement quality system like
planning and target setting. Hospital organization has to provide best of the services to their
patients to improve their hospital image and also earn trust of their patients.
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