Managing Quality in Health and Social Care

UNIT 27 - MANAGING
QUALITY IN HEALTH IN
HEALTH AND SOCIAL
CARE

TABLE OF CONTENTS
MAIN BODY...................................................................................................................................3
LO1..................................................................................................................................................3
1.1 Perspectives of stakeholders regarding quality in health and social care.........................3
1.2 Role of the external agencies............................................................................................3
1.3 Impact of the poor service quality on the stakeholders....................................................4
LO2..................................................................................................................................................5
2.1 Standards within health and social care............................................................................5
2.2 Approaches in formulating quality system.......................................................................6
2.3 Barriers in delivering quality services in health and social care......................................8
LO3..................................................................................................................................................8
3.1 effectiveness of the system, policies as well as procedures within health and social care8
3.2 Factors influencing quality within health and social care................................................9
3.3 Ways for improving quality............................................................................................10
LO4................................................................................................................................................11
4.1 Methods for evaluating quality.......................................................................................11
4.2 Impact of service user involvement................................................................................12
REFERENCES..............................................................................................................................14

MAIN BODY
LO1
1.1 Perspectives of stakeholders regarding quality in health and social care
The stakeholders are basically the group of people who have the direct interest within an
organization and thus are affected by the operations of business. There are many stakeholders of
hospitals such as statutory bodies, action groups, private companies, service users etc. All they
have different perspective regarding quality services in care homes (Gardner, Linderman and
McFadden, 2018). The Royal United hospital is known for its quality; views of stakeholders are
explained as below:
 Patients: Service users always expect to get best quality treatment in hospitals. Definition
of quality for them is related to their satisfaction. They want that doctors communicate all
information with them and their family members. They also expect honest behaviour by
medical professionals and they show empathy towards care users. Professionals have to
conduct survey to know the level of satisfaction of users and accordingly staff of the
Royal United hospitals has to make changes in their services so that doctors can serve
patients well (Patient perspectives on quality, 2014).
 Strategic health authorities: This is another stakeholder of Royal United hospital, this
body has perspective that every care home serve patient well and contribute well in
minimising the death rate in nation. Hence they always make new strategies that may
improve health condition of users and can control over spreading diseases. They have
perspective that hospitals implement their strategies and give updates to them time to
time so that actual root cause of health issues can be identified and proper measures can
be undertaken to control over it. They emphases more on quality assurance (Davies and
et.al.,2018).
 Care givers: medical professionals are the most essential stakeholder in Royal United
hospital. They have perspective to provide quality care to patients hence they have
responsibility to control over quality.
1.2 Role of the external agencies
Within the health and social care, there are various external agencies which plays an
important role in setting the standards. External agencies mainly supports as well as monitors the
various health care facilities. Besides this, they also act as the quality oversight authorities as

well as the protector of the interest of stakeholder. The external agencies mainly increases the
oversight mechanism providing the regulatory control and monitoring to Federal, local and the
state authorities. They mainly pursue the consumer advocacy plan of action by offering the
incentives and thus are guarantors of the accreditation on the quality (Neuhuettler, Ganz and Liu,
2017). The major external agencies for Royal United hospital are
Healthcare inspectorate
The healthcare commissioner mainly monitors as well as inspects the various activities
in Royal United hospital. Upon conducting its various tasks, this government body then
publishes it's all findings gauge ratings for helping facilities to make reliable choices about the
services (Stanhope, 2017).
Care quality commission
This is basically the independent organization which regulates health as well as social
care within United Kingdom. They are mainly responsible for setting the standards within health
and social care. CQC mainly ensures that all the care facilities is being offered by Royal United
hospital to the patients with safe, compassionate, top quality services. Through these oversights,
CQC encourages the improvement as well as enhancement of quality. This government body
situated in England mainly is responsible for inspecting, regulating as well as monitoring the
health as well as social care services for making sure that hospitals like Royal United hospital
and other healthcare facilities are complying to standards continuously (Nelson and Staggers,
2016).
National institute for clinical excellence
NICE mainly provides the effective and comprehensive advice to Royla United hospital
and other NHS trusts and has been providing since the year 1999. The role of NICE is mainly to
enhance the outcomes for large number of people who are using NHS as well as different care
services. NICE mainly produces guidance along with advice on grounds if the evidence for
people who practice health and public health (Purnell and et.al.,2016).
1.3 Impact of the poor service quality on the stakeholders
One of the most important and significant reason for establishing the good quality within
health and social, care is that without having the proper facilities, mainly the health of various
stakeholders suffers. When standards as well as quality of the Royal United hospita are not
appropriately set then various serious consequences might occur. The poor service quality have a