Quality Management in Healthcare

This assignment delves into the crucial topic of quality management within the healthcare sector. It investigates various factors that significantly impact the quality of healthcare services delivered to patients. The assignment also analyzes effective strategies and approaches that healthcare organizations can implement to enhance the overall quality of care provided.

Managing Quality in Health
and Social care

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
1.1 Different perspective of stakeholders regarding quality in health care.................................4
1.2 Role of external agencies......................................................................................................5
1.3 Impact of poor quality services in the organisation..............................................................5
4.1 Methods for evaluating the health and social care services in regards to the external and
internal perspectives ...................................................................................................................6
TASK 2............................................................................................................................................7
Covered in PPT...........................................................................................................................7
TASK 3............................................................................................................................................7
3.1 Effectiveness of systems, policies and procedure used in organisation................................7
3.2 Analysing the factors which influence the achievement of quality in Wellington hospital..7
3.3 Suggestion in which health and social care services could be improve its quality...............8
4.2 Discuss the impact that involving a user of services in the evaluation process has on the
service quality.............................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Quality management is necessary in the business entity as it assist in improving the
business performance. It helps in selling then product and services in a consistent manner.
Quality management includes the four steps that is planning of quality, assurance, control in
quality along with the improvement which succour in attaining the goals and objectives
(Ayimbillah Atinga, Abekah-Nkrumah and Ameyaw Domfeh, 2011). Moreover, it helps in
increasing the satisfaction level of the consumers and according to that they can attain long term
success. When business entity maintain the quality while providing the services they can not ace
any problem in attaining the leading position in the market place. The present report is based on
Wellington Hospital as it is a largest as well as independent hospital in UK. In the below
mentioned report, discussion based on Impact of quality of health and care services on
stakeholders (Factors influencing healthcare service quality, 2014). Along with this analysis on
the role of external agencies have on standard setting in healthcare.
TASK 1
1.1 Different perspective of stakeholders regarding quality in health care
In the health and social care, quality of the services can be defined in many ways. The
employees of Wellington Hospital have to use their knowledge and skills and on the basis of that
they have to provide the services which helps them in attaining the goals and objectives.
Stakeholder is the person who having a interest or power towards the firm. Stakeholders of the
business entity can be divided into two parts whether it is internal or external (Bai, Nunez, and
Kalagnanam, 2012). Different stakeholders which are included in health and social care are
employees, consumers, regulatory bodies along with the society. In the Wellington Hospital,
consumers are important as well as necessary stakeholders and they are focus on the quality of
services which the staff members are providing to them. By this business entity can make the
changes according to the needs and wants into the operational dimension. The major expectation
of the consumer is that they want the better and quick treatment form the Wellington Hospital
(Managing Quality, 2016). For employees, the managers of Wellington Hospital provide the
safety and security in the workplace. Along with this they have to provide the positive working
environment to them. For the ministry bodies, company have to apply the legal policies which
are made by the government which are set for the quality of standards. They have to provide the

best services so that they can attain goals and objectives as well as employees can not face any
problem (Basu, 2014).
1.2 Role of external agencies
Standard setting is the methodology which helps in defining the different levels so that
they can achieve their goals as well as targets and also provide the cut scores to the distinct
levels. For the test development process, standard setting is necessary. In Wellington Hospital,
role of external agencies play a important role and they are ensure that the business entity are
providing the best services to their consumers and on the basis of that their service users can not
face any obstacles. Research agency helps in providing the ranking among all (Bell and et. al.,
2012). Moreover, role of media is also c an not be neglected and by that consumers can get the
awareness by the quality standards. The research agencies have to prepare and make the reports
of Wellington Hospital and on the basis of that they have to best services and by that they can
maintain the brand image as well as reputation of the organisation in the marketplace. The
response of different stakeholders have to provide the actual scenario of the different level in the
health and social care in the business entity. It includes the government, society along with the
media and research. By using the benchmarking which assist in providing the quality of the
services to their clients and by that they can accomplish their goals. External stakeholders have
to set their own standards as well as policies so that they can provide best services to their
consumers and accordingly they can attain the goals and objectives (Beloglazov and Buyya,
2013).
1.3 Impact of poor quality services in the organisation
There are several reasons by which Wellington Hospital fails to provide the qualitative
services to their consumers. Quality is the main factor in the organisation which are providing
the services regarding health and care. The poor management of the quality having a major
impact on the consumers that includes the effectiveness of clinic, safety of patients as well as
their experiences. Employees of Wellington hospital have to provide the best services along with
the proper care so that service users can remain in hospital for a long time (Bogaert and et. al.,
2013). They have to meet the expectations of the consumers. If employees of Wellington hotel
are not providing the services to the service users according to the their expectations then it
having a negative impact on their health. Along with this they are not satisfied with their
qualitative services then the patients feel not safe by taking the treatment. Due to the poor quality

of treatment, patients feel intense and it can reduce the speed of their recovery. The services of
the business entity are depends on the different techniques which they are using and on the basis
of that they can improve their quality of services and maintain the standards. By proving the
effective services, the staff members can maintain the standards. These techniques helps in
maintaining the quality standards and these affect directly or indirectly their stakeholders that is
employees or consumers (Boniface, 2013). The staff members of Wellington Hospital have to
provide the appropriate services in a proper manner and by that they can meet the expectations of
the consumers.
4.1 Methods for evaluating the health and social care services in regards to the external and
internal perspectives
There are different methods which can be used by Wellington Hospital for evaluating the
services and by that they can achieve the objectives or not.
Questionnaire: The employees of Wellington Hospital have to prepare the questionnaire and
filled up the service users. This will helps in finding out the weakness and on the basis of that by
providing best services they can attain their goals and objectives. The feedback should be taken
from the patients which helps in achieving the level of quality of services and by using the
feedback information Wellington Hospital can improve their qualitative services and this can be
done on the basis of suggestions of clients. The questionnaire can be prepared for the internal as
well as external stakeholders (Chaffey and White, 2010).
Scientific Method: Wellington hospital can use Scientific method which helps in measuring the
services in a day to day activities. It is the best method which helps in evaluating the services so
that they can attain the best results. By using this method, sometime company can not attain
accurate data and carry high risk to achieve targets (Wang, Chen and Chen, 2012).
Interview: The manager of Wellington Hospital can conduct the interview of their patients so
that they can analyse the services which they are providing to their service users. Along with this
it helps in finding out the areas where improvement is necessary. As it helps in accomplishing
the quality as well as objectives (Chandrasekaran, Senot and Boyer, 2012).
TASK 2
Covered in PPT

TASK 3
3.1 Effectiveness of systems, policies and procedure used in organisation
The company have to use appropriate policies as well as procedures so that they can
make the alignments according to that and according to that they can follow proper guidelines.
They have to follow appropriate rules and regulations so that they can provide the proper care
and safety to their patients. There are some rules and regulations so that they can ensure the
quality of services to patients (Cohen-Cymberknoh, Shoseyov and Kerem, 2011). They can use
Health and Safety at Work Act, 1974. This act helps in providing the law which helps in
providing the health and safety law which is related with the employees as well as staff. In
Wellington Hospital, they have to follow the duties at the workplace so that they can relation to
the employee as well as employer. At the workplace, employee wants the security related to the
job. They have to follow the safety laws and on the basis of that they have to provide the
guidance of the law not as a legal advice. The another act is Health and Social Care act which
establish commission of care quality (Denard and Burkhart, 2011). Employees of Wellington
Hospital are aware about the rules as well as regulations and policies which they are following.
They have to provide the better quality of the services and it is important that they have to ensure
that proper and appropriate safety of the patients and resolve their problems.
3.2 Analysing the factors which influence the achievement of quality in Wellington hospital
Quality is a important factor which helps in attaining the goals and objectives (Tse and Tan,
2012). There are different rules and policies which are adopted by the stakeholders so that they can

implement the goals and objectives. They have to do proper monitoring of all the activities which helps in
maintaining the standards of providing the services so that they can attain the targets. All the services
which are delivered to them they have to provide in a team along with the proper coordination of
Wellington Hospital which improve the quality of services (Dutta and et. al., 2012). They have to use
new and innovative ideas to deliver the best services. Moreover, they have to manage the quality of
services. They have to provide training and development to their employees which assist in increasing the
staff competency and by that patients will receive the excellent services. There are some factors which
are:
 Patients socio-demographic variables
 Type of patient illness
 Patient cooperation
The employees of Wellington Hospital have to consider these factors as it helps in achieving the
quality of the services. Along with this they can deliver the services to their consumers so that they can
not face any issues. For the business entity, patients are important part because through that they can
achieve the goals and provide the better quality of services to them (Evans and Lindsay, 2013).
3.3 Suggestion in which health and social care services could be improve its quality
In this organisation to improve its quality have to provide the training and development
process that can help to enhance the knowledge of the member that can improve the services as
well as quality (Stukalina, 2010). In other process that is attending the seminars, conference
about the services and also enhance the the performance of the services that can measure the
quality of the services which is provided to the patient. Also evaluate the role of the enhance the
decision making as well as communication skill to improve the quality of health care and social
care service (Hutchinson and Purcell, 2010). Training process is also the most important factor to
need the better and effective communication to interaction between to one person to another to
get high and more effective feedback from the patients. The member to improve their best
performing the task in a better manner to understand the limitation of the services. In this
organization the worker must be conscious regarding the legal process which are followed by
the employees (Rosenberg, Verthelyi and Cherney, 2012). It can also set the coordination
between the staff members that aware about the all information of the organization. They can
fixed the work planned weather they done or not. In this process the group discussion that is
improve the communication skill good also get the knowledge about the services . It is based on

the better awareness as well as satisfaction of the customers. And also set the goal as well as task
to achieve the objectives. And also improve in the future (Oakland, 2012).
4.2 Discuss the impact that involving a user of services in the evaluation process has on the
service quality
In this process the main motive of the involving user of services to the regional person
that is two sake of this are follow in below:
Democratic principal- In this principles it requires the good planning which are included the
interest of the people about the service and also awareness of their health and care service. The
main aim of this method is enhance the national health service that assemble for social services
(Parekh and et. al., 2011). People also evaluated the awareness of the particular services that is
helps in a enhance the awareness regarding the services that they used.
Service improvement- The main objective of this process is achieve the more experience for
customers in health care services. It is basically improved the customer satisfaction regarding the
service that provided by the health care services. In the Wellington Hospital improve the
standard of the customers that can aware about the quality of services (Pusic and. et. al., 2012). It
was suggested the services that can used by the customers. It can enhance the relation between
regional person and also the specially expert. That can be work for the customers satisfaction and
get better feedback from the customers (Rong, Akkerman and Grunow, 2011).
CONCLUSION
After summing up the above carried report it has been inferred that role of stakeholders
have to influence the business objectives. Along with this they have to follow rules and
regulations so that they can deliver the best services which helps in attaining the goals and
objectives. If the employees of Wellington Hospital provides the poor services to the consumers
it affects the retention in the market for a long period of time. For doing the improvement in the
services they can take the suggestions from the experts which helps in improving the
performance as well as assist in delivering best quality of the services.

REFERENCES
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Online
Factors influencing healthcare service quality. 2014. [Online]. Available through:
<https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4122083/>. [Accessed on 6th April
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Managing Quality. 2016. [Online]. Available through:
<http://www.smetoolkit.org/smetoolkit/en/content/en/956/Managing-Quality>.
[Accessed on 6th April 2017].