[Impact of Poor Quality Services on NHS Hospital]

This assignment analyzes the impact of poor quality services on stakeholders, including patients like Alicia who experienced delays in treatment and poor communication at a NHS hospital. The report concludes that such experiences can have long-lasting effects on individuals' health and well-being, and also negatively impact the hospital's brand image.

QUALITY IN HEALTH AND SOCIAL CARE
Perspectives that stakeholders in health and social care have regarding quality
Stake holders are the peoples without whom the organisation won't survive long. various
stakeholders are involved in the process of managing and designing the quality of health and
social services. The quality in health and social care depends upon people. Following
perspectives has been discussed below:
 External stakeholders:
Customers: The people who seeks the services of the NHS hospital has their own perspective
on the basis of the quality of services. The quality provided by home care is fulfilling the
demand of the patients. But it was never meant to meets the basic demands or requirements of
the patients who are seeking their service. In the case of Alicia, poor services are provided to
her which in result can affect the image of hospital in the eyes of customers due to these poor
services (Aveyard, 2014).
legal bodies: External bodies like Central Quality Commission (CQC), health service
commissioners and national institute for clinical excellence (NICE) sets the guidelines and
rules for health and social care sector. These bodies can take legal actions if the standards are
not meet with the specified standards. These ensure that NHS hospital is following the
standards of quality. Due to the case of Alicia, the legal bodies can take legal action on the
hospital for not taking precautions in the treatment and care of patients.
 Internal stakeholders:
Workers or staff members: Employees who are providing the services to the patients or the
health service practitioners have the responsibility for maintaining the quality of NHS hospital.
This can only be done when the employees of the hospital are motivated enough to perform
their activities efficiently. For this rewards are provided by organisation to the better
performer. The case of Alicia can effect on the mentality of the workers due to providing ill
treatment and also they will take necessary precautions for treating other patients in future.
Technicians: Effective and efficient performance of the NHS hospital also depends upon the
technical services. For this total quality management should be established where the
employees of the organisation maintain the high quality standards set by external bodies
(Bowling, 2014). Through TQM, the management can keep an eye on the operations and
activities of the workers and doctors so that the cases of ill treatment such as of Alicia can be
reduced in future.
The external public bodies set the standards for providing quality
services to the consumers in the health and social care sector. These
agencies ask 5 questions which are safe, effective, caring, responsive,
well-led. The various bodies taken in this report for discussing roles are
given below:
Care Quality Commission: is a public body of United Kingdom
who sets the standards of quality in health and social care. Its factors
include:
 To protect patients from abuse and harm.
 To receive care, treatment which will helps customer to maintain
quality of life.
 To ensures staff treats the customer with compassion, kindness,
dignity and respect.
 To ensure that services are provided to meet the needs (Care
Quality Commission, 2012).
 To receive high-quality care based on needs which encourages
learning and innovation, and promotes an open culture.
Role of external agencies in setting standards for quality in
health and social care

National Institute for Clinical Excellence: aims to
provide advices and suggestions to the NHS hospital in
United Kingdom. Role are described below-
 It provides the guidelines and advices from time
to time to the health and social services.
 It also involves setting of standards for the health
and social care services.
 It imparts the broad range of information to the
healthcare organisations.
These bodies evaluate and develops the standards for
providing quality services like offering the information,
maintaining healthy environment and effectiveness of
products that are used for medical services. NHS hospital
is one of the major health care organisations in UK. In
case of Alicia, these bodies needs to take serious
decisions regarding the quality of services which are
provided by the NHS hospital and these associations
should prevent the hospital from doing so again.
Poor quality of services results in bad brand image of
company and its employees. The poor quality of services
also effects the stakeholders due to their responsibility of
maintaining proper health and social care standards for
providing better quality of services to the users (Cherry
and Jacob, 2016).
Impact of poor care on the NHS hospital: An
organisation may have harmful effect on the
performance due to the poor quality of service provided.
In the case of Alicia, Hospital didn't diagnose her
properly and she faces various issues like poor
communication, delay in treatment etc. which impacts
the hospital negatively and even the negative impact will
be on Brand image. These impacts on health and mind of
Alicia stays for forever due to the poor services of such a
highly reputed hospital can effects other persons also
who are associated with the Alicia.
Impact of poor quality services on the stakeholders
Impact of poor care on the Alicia: The poor
quality services of NHS hospital will have a
negative impact on the mind of Alicia. If NHS
hospital should not meet with the standards of
quality services, then it may be possible that
customers won't get satisfaction. The poor
treatment of Alicia in NHS hospital leads to the
dissatisfaction and negative image of the
hospital. Delays in treatment, poor
communication skills of workers, unhygienic
food and environment negatively impacts the
mind of Alicia. She is not happy with the
services of hospital and even suffers a
depressed life.
CONCLUSION
It has been concluded from the above report that there are various points of views
which are affecting NHS hospitals positively and negatively it includes service
providers or users. After analysing the role of external agencies it will gathered that
they are motivating the health sector companies to modify the existing services.
REFERENCES
Aveyard, H., 2014. Doing a literature review in health and social care: A
practical guide. McGraw-Hill Education (UK).
Bowling, A., 2014. Research methods in health: investigating health and health
services. McGraw-Hill Education (UK).