Quality Improvement through Advanced Technology Implementation

The assignment involves analyzing the importance of quality in a BAXTER Health Care Company, identifying the need for change or improvement in operational activities, and recommending strategies to implement advanced technology effectively. The case study aims to improve quality services by reducing production costs, attracting more customers, and providing customer satisfaction.

Research Project

` Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
1.1 Developing and recording research project outlined specifications......................................3
1.2 Recognising the factors which has contributed to the process of research project selection
.....................................................................................................................................................4
1.3 Critical review on the References.........................................................................................5
1.4 Creating a research project specification .............................................................................6
1.5 Providing suitable plans as well as procedures for the agreed research specification..........8
TASK 2............................................................................................................................................9
2.1 Coordinating resources efficiently to the research questions...............................................9
2.2 Undertaking the proposed research with agreed specification as well as process..............11
2.3 Recording as well as gathering relevant data......................................................................11
TASK 3..........................................................................................................................................13
3.1 Utilising suitable research evaluation techniques...............................................................13
3.2 interpreting as well as analysing the outcome ....................................................................13
3.2 Recommendations and conclusions....................................................................................20
TASK 4..........................................................................................................................................21
4.1 Using an agreed format and appropriate media to present the outcome of research to an
audience.....................................................................................................................................21
REFERENCES..............................................................................................................................22
1

INTRODUCTION
In present scenario, consumers in market is more concerned about the quality of services
or product rather than the price. Especially in service sector, such has health and social care,
quality of services plays important role in supporting institution to gain customer loyalty and
develop strong relationship with them. Poor quality of services has negative as well as long
lasting effect on patient mind and their behaviour towards organisation. It is required by the
health care institutions to focus on the quality of services as this factor can have adverse effect
ion the patient health as well which can further lead to legal obligation on company.
The present study have focus on analysing the poor care quality care in BAXTER Health
care Limited which delivers several services such as sterile IV solutions, parental nutrition ,
biosurgery etc.
TASK 1
1.1 Developing and recording research project outlined specifications
Background of the study
The health and social care organisations required to develop their focus on identifying the
methods or strategies for enhancing the quality of services. It is BAXTER Health care Limited
company to adopt or implement the advance technology within an enterprise. As this strategy
will help business entity in improving the quality of services and providing satisfaction to
customers. It will also assist firm in developing as well as maintaining strong relationship with
clients. Quality of service is required to improved assist might have negative impact on patient
health. Manager in an organisation can make training arrangement for medical staff, as this will
help them in improving their performance , productivity at workplace.
2

`Present research report have focus on analysing the impact of quality of services on the
consumer or customer in the health and social care institution.
Aims and objectives
Aim- To ascertain the impact of poor quality care on service users in the context of residential
care homes: A study on BAXTER Health care Limited.
Objective-This is the initial stage in planning related to conducting the research. It is important
phase, as objectives provide investigator an outline of the activities which are required to be
conducted. These objectives also supports scholar in identifying or determining the appropriate
source of data collection. Purpose of investigations:
 To assess the quality issues and its impact on service user.
 To develop the understanding about the factors which has effect on Quality of services
provided by BAXTER Health care Limited.
 To identify the tools which can be utilised by BAXTER Health care Limited. for
improving the quality of services .
 To suggest the strategies or techniques which can be used by BAXTER Health care
Limited for improving the quality of services.
1.2 Recognising the factors which has contributed to the process of research project selection
There are many factors which has encouraged scholar to conduct research on the topic
poor quality care in residential homes and its impact on service users. The significant reason is
decrease in sales of much health and social; care homes. Another reason in there are continuous
increase in number of complaints by customers related to poor quality of services. Most
important reason is rise in medical errors as well as high morality rate due to poor quality or
ineffective treatment. Much health and social care institutions including BAXTER Health care
Limited which has direct and major effect on their business performance , growth and success. A
3

combination of higher-dependency residents in residential homes and lower-dependency
residents in nursing homes propose that placement criteria need to be improved. Present study
will emphasize on developing the understanding about the experiences of older people from
minority ethnic groups. Relatives' experiences of the transition to care homes propose that there
is potential for practitioners to raise the experience for older people.
1.3 Critical review on the References
As per the view of Paustenbach, (2015) in highly competitive as well as dynamic
business environment, it is difficult for an organisation to maintain focus on the quality of
services. According to the opinion of Barzilay (2002)presently less ethnic diversity in the older
population as compared to the younger age groups, this is predicted to change. Policy-makers,
clinicians and care home staff are progressively aware of the future situation of rendering
quality, long-term care in care homes for especially old age people. The debate related to the
research project include relationship between quality of care and quality of life. As per the view
of Paustenbach, (2015) the quality of services has great impact or influence on patient behaviour
towards company. Another important components or variables which influence on services user
behaviour or satisfaction level are communication method or attitude of medical staff, meal-time
experience, recreational activities, environment in hospitals etc. Investigation has been
conducted by organisation in order to develop understanding about poor quality care in
residential homes and its effect on service users. As per the view of McCarthy (1956) it is
required by the management team in BAXTER Health care to develop appropriate strategies and
involve employees in developing the plan related to improving the environment in Hospital. As
this will assist business entity in delivering high level of satisfaction to clients and retaining long
term relationship with them Laurence, Schmid and Hewstone, (2018) According to the
perception of Sinha and Udbhav Tiwari , firm is required to employ advance technology such as
4

digital media at workplace. As this will help in enterprise in improving the quality of services an
eliminating the medical errors. Implementations of technology will also aid firm in reducing the
cost and delivering appropriate as well as quality treatment at reasonable price to customers. Use
of the digital media will support business entity in changing the perception of users by
demonstrating the benefits of availing services. This statement is opposed by Margaret A. Boden
who stated that artificial intelligence is the effective technology which will assist medical staff in
improving the quality of treatment. According to Boden , artificial intelligence is a creativeness
which assist health and social care in enhancing the quality of services as well as improving
effectiveness of treatment. As per the thinking of Price water house Coopers old age people in
the society have the high chances to prone to chronic disease as compared to young age people.
As per the opinion of Oddy (2003)Complaints as well as litigation may suggest a breach in the
duty of care and could have negative effect on brand image of company, patient family members
may perceive that a fall has occurred due to negligence by medical staff. According to the view
of Mitchell (2009) who interpreted that that increase in number of complains by services user
might lead to high level of dissatisfaction in customer, demotivation in employees etc. This
factor could hinder the relationship between medical staff and Patient. Mitchell also states that
due to poor quality of services and ineffective treatment the patient may avoid visiting such
health and social care institutions (Paustenbach, 2015).
1.4 Creating a research project specification
Research design--Explanatory, exploratory , descriptive and experiments are some designs
which can be used by the scholar for executing investigation on topic poor quality care in
residential homes and its impact on service users. In present study, investigator will use
descriptive design for conducting the research. The rational behind selection of this specific
design is that as the scholar does not have depth knowledge about this specific issue, descriptive
5

research design will help scholar in increasing awareness as well as will help researcher in
identifying the appropriate way or method for dealing with such type of problems in health and
social care setting. It will also help investigator in analysing the impact of quality of health care
products or services on the perception of behaviour of customers towards company.
Approach of the investigation-There are two commonly used research approaches these are
deductive and inductive. As the subject topic is related to poor quality care in residential homes
and its impact on service users starts and initiates with the very basic information like concept as
well as significance of maintaining the quality and delivering the same to customers. This is the
reason inductive approach will be used by the researcher for conducting research.
Research thought or philosophy – There are two mainly used research philosophies these are
positivism as well as Interpretive. In the present investigation Interpretive philosophy will be
used by the scholar for executing research. This research philosophy is used on the basis of
nature of subject mater,As the present investigation is related to topic poor quality care in
residential homes and its impact on service users which include all qualitative information ,
therefore the interpretive is the best approach for gathering the qualitative data. The another
reason for selecting this approach is that , it will help scholar in reaching to some definite
conclusion.
Collection of information or data-Primary and secondary are the two important or most
commonly used for gathering information or data which is essential for reaching to the
conclusion. In present investigation, the scholar will use interview as well as questionnaire
method for collecting or gathering data as well as information directly from participants. The
secondary data will gather from the books, journal. Magazines , newspapers and articles. Scholar
will seek support from medical staff and nurses in collecting the reliable information. These
methods for gathering data or informations is selected based on the beliefs that medical staff will
6

the suitable participants those who have depth knowledge about the services provided by an
organisation, through their working experience they can provide the detail about the root cause
of poor quality of care or services. This will also support researcher in identifying innovative
ideas or strategies for resolving this problem.
Sampling-In current investigation, 20 nurses will be selected as the participants in the
investigation. These people will be chosen by using the simple random sampling technique.
Questionnaire will also be distributed to these participants in order to gain detail information
related to the issue in which each and every participants has to fill their response. Close ended
questionnaire will be used by the scholar, as this will help them in gathering only relevant data as
well as eliminating irrelevant information.
Analysis of information or data- Data analysis is the most important activity which is required
to be done after the collection of information. As this will assist investigator in making
presentation attractive , clearer and easily understandable by user. In present study, thematic
analysis technique will be used by the investigator (Kumar, 2014.)
Scope of Work : The project has limited scope as researcher has planned to gather the
information within an organisation due to limited time period as well as resources. There will be
only few activities such as data collection, analysis, interpretation and presentation of
information will be done by scholar.
1.5 Providing suitable plans as well as procedures for the agreed research specification
Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
7

Preparation of research content
Setting aim as well as objectives
Study of Background research
Variety of suitable research method
Collection of information by using
primary as well as secondary sources
Analysing of data collected
Presentation as well as Interpretation
of collected information in to
produce desired outcome.
Decision and Suggestions
Submission of draft written report
Change as per the feedback or
recommendations
8

Final Submission of the document or
report.
TASK 2
2.1 Coordinating resources efficiently to the research questions
Research questionnaire
Statistical Information
Name:
Age :
Occupation:
Ques 1. .What Ethnicity/Race best describes you?
 Black British
 White British
 Asian
 Others
Ques 2. Provide the rating to quality of services provided by company to its patients?
 Very good
 Average
 Bad
Ques 3. How much control medical staff have on conducting several activities ?
 Full control
 some control
 No control
Ques 4 Which of the following statements best describes how clean and
Comfortable care home is?
9

 Clean as well as comfortable
 Not at all clean and comfortable
 care home is not quite clean or comfortable enough
Ques 5 Average number of complaints made by customers or user on daily basis related to
quality of care services?
 5-10
 15-25
 25 and above
Ques 6 How safe you feel at workplace?

 Completely safe
 Unsafe
 I feel adequately safe
Ques 7 If the advance technology is employed within an enterprise will it help in dealing with
quality issues?
 Yes
 No
 don't know
2.2 Undertaking the proposed research with agreed specification as well as process
In study on topic poor quality care in residential homes and its impact on service users,
scholar has uses qualitative technique. This specific method has been selected as the topic of the
research is theoretical in nature .Qualitative technique will help researcher in reaching to the
appropriate as well as effective technique. Several graphs, diagrams , charts have been utilized
for presenting the data in order to make facts as well as figures under stable to user.
2.3 Recording as well as gathering relevant data
Ques 1. What Frequency Percentage
10

Ethnicity/Race best
describes you?
Black British 5 25.00%
White British 10 50.00%
Others 5 25.00%
Ques 2. Provide the rating to
quality of services provided by
company to its patients? Frequency Percentage
Very good 6 30.00%
Average 10 50.00%
Bad 4 20.00%
Ques 3. How much control
medical staff have on conducting
several activities ? Frequency Percentage
Full control 6 30.00%
some control 4 20.00%
No control 10 50.00%
Ques 4 Which of the following
statements best describes how Frequency Percentage
11

clean and comfortable care home
is?
Clean as well as comfortable 10 50.00%
Not at all clean and comfortable 3 15.00%
care home is not quite clean or
comfortable enough 7 35.00%
 Ques 5 Average number
of complaints made by
customers or user on
daily basis related to
quality of care services? Frequency Percentage
 15-25  15 75.00%
 25 and above  5 25.00%
Ques 6 How safe you feel at
workplace? Frequency Percentage
Completely safe 13 65.00%
Unsafe 2 10.00%
12

I feel adequately safe 5 25.00%
Ques 7 If the
advance technology
is employed within
an enterprise will it
help in dealing with
quality issues? Frequency Percentage
Yes 18 90.00%
No 1 5.00%
don't know 1 5.00%
TASK 3
3.1 Utilising suitable research evaluation techniques
Quantitative : This is considered as an effective tool which is used for applied mathematics
analysis are practically used on the data set collected for identifying the conclusion. Several tools
in quantitative method will be used such as arithmetic mean, mediation , standard deviation etc.
which is not at all will be included in this research study.
Qualitative: The know-how of evaluation in which all the tools related to the explanation part
are included like thematic etc. Qualitative analysis is utilized for management of the research on
theoretical concepts. It does not include numerical data or information. In current investigation
qualitative method of data collection is utilized by scholar (Flick, 2015)
13

3.2 interpreting as well as analysing the outcome
Themes 1:Ethnicity/Race best describes employee in BAXTER Health care company.
Interpretation:It has been identified from the information collected that many of the employees in
an organisation belongs to different cultural background , due to language barriers , medical staff
is facing difficulty in providing suitable care to patients. It is required by manager in BAXTER
Health care to appoint translator to support medical staff in understanding the problem faced by
the patients.
14
Black British White British Others
0
2
4
6
8
10
12
5
10
5 Frequency

Themes 2: Provide the rating to quality of services provided by company to its patients
15
Very good Average Bad
0
2
4
6
8
10
12
Frequency

Interpretation: It has been analysed from the information gathered that among 20 participants
only 6 employees has stated that an organisation is providing the best services to client.
Whereas maximum number of participants that is 10 has interpreted that a company is delivering
average quality of services to users. Few medical staff has accepted the truth That an enterprise
is not delivering the effective or standard quality of services to patient. People who has stated the
company is providing average quality service also suggest that firm is required to provided more
training to employees in order to assist workers in improving quality of services as well as their
performance at workplace.
Themes 3: control medical staff have on conducting several activities
16

Interpret ion This specific question have been asked by the participants in order to identify their
power to control actions. It helps in determining the chances of medical error which has adverse
effect on the patient health. Medical staff in an organisation to take training. Ast his will help
workers developing the knowledge about the technique which can be used for improving quality
of services. It will also aid employees in identifying the appropriate methods for dealing with
complex as well difficult situation at workplace.
Themes 4: Which of the following statements best describes how clean and comfortable care
home is
17
Full control some control No control
0
2
4
6
8
10
12
Frequency

Interpretation- By analysing the above information represents that among 20 medical employees
, feel comfortable at workplace. Only few workers has stated that an organisation does not have
environment. Scholar believes that unsafe environment in hospital might be the root cause of
high level of dissatisfaction in patients or services.
Themes 5:Average number of complaints made by customers or user on daily basis related to
quality of care services
18
0
2
4
6
8
10
12
Frequency

Interpretation : It has been identified from the above data that medical staff receive the major of
the complaints related to quality of care or services. Management team in an enterprise is
required to make proper training arrangement for the employees .At this strategy will provide
management opportunity to discuss the issue with worker and encourage them to improve
productivity as quality of work.
Theme 6: workers feel safe at workplace
19
15-25 25 and above
0
2
4
6
8
10
12
14
16
Frequency

Interpretation -it has been identified from the above information that there is no issue related to
the safety at workplace. But few workers in an organisation has stated that there company should
make environment more comfortableness for patients. As this will help firm in providing high
level of satisfaction to service user.
THEME 7: If the advance technology is employed within an enterprise will it help in dealing
with quality issues
20
Completely safe Unsafe I feel adequately safe
0
2
4
6
8
10
12
14
Frequency

Interpretation: The above data represents that among 20 workers in BAXTER Health care
company has show their consent related to the fact that implementation of advance technology
will assist business entity in improving as well as maintaining the quality of services.
3.2 Recommendations and conclusions
It has been concluded from the research that quality is most important element which has
direct as well as significant impact on the behaviour or perception of service user towards
company. Quality of products or services have major impact on the brand-image as well as
reputation of an organisation .Therefore management team in BAXTER Health care Limited
required to develop their focus on bringing the change or improvement in operational activity.
21
Yes No don't know
0
2
4
6
8
10
12
14
16
18
20
Frequency

An enterprise can employ advance technology within company which will support business
entity in reducing the cost of production and attracting more number of customer by developing
new products. Artificial intelligence technique if implemented at right place in a health carte
organisation can bring drastic improvident in quality of services. This can also support an
organisation in providing satisfaction to customers. Training will also support the workers in
identifying the skills that are required by them for operating particular technology and
developing the understanding about the need as well as importance of improving the quality of
services. It also enables employees identify the appropriate solution to the problems faced by
employees when delivering treatment or care to patient (Parsons,2013)
TASK 4
4.1 Using an agreed format and appropriate media to present the outcome of research to an
audience
Covered in PPT.
22

REFERENCES
Books and Journal;
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Parsons, A., 2013. Using social media to reach consumers: A content analysis of official
Facebook pages. Academy of Marketing Studies Journal. 17(2). pp. 27.
Paustenbach, D. J., 2015. Human and Ecological Risk Assessment: Theory and Pactice. John
Wiley & Sons.Xi, M. and Smith, S. P., 2014, March. Simulating cooperative fire
evacuation training in a virtual environment using gaming technology. In Virtual
Reality (VR), 2014 iEEE (pp. 139-140). IEEE.
Hernandez, K., Prieto Martín, P. and Ramalingam, B., 2016. The Impact of Digital Technology
on Economic Growth and Productivity, and its Implications for Employment and
Equality: An Evidence Review (No. IDS Evidence Report; 207). IDS.
Laurence, J., Schmid, K. and Hewstone, M., 2018. Ethnic Diversity, Inter-group Attitudes and
Countervailing Pathways of Positive and Negative Inter-group Contact: An Analysis
Across Workplaces and Neighbourhoods. Social indicators research.136(2). pp.719-749.
Kumar, R., 2014. Research methodology: A step-by-step guide for beginners. Sage.
23