Managing Quality in Health and Social Care

This document discusses the importance of quality in the health and social care sector, perspectives of stakeholders, role of external agencies in setting standards, impact of poor service quality on stakeholders, standards for measurement of quality, approaches to implementation of quality systems, potential barriers to quality service delivery, effectiveness of systems in achieving quality, factors affecting accomplishment of quality, and ways to improve quality of HSC services.

Managing Quality in
Health and Social Care

Table of Contents
INTRODUCTION...........................................................................................................................1
1.1 Perspectives held by stakeholders regarding quality........................................................1
1.2 Role of external agencies in stipulation of standards.......................................................1
1.3 Impact of poor service quality on stakeholders................................................................2
2.1 Standards in HSC for measurement of quality.................................................................3
2.2 Approaches to implementation of quality systems...........................................................3
2.3 Potential barriers to quality service delivery within HSC................................................5
3.1 Effectiveness of systems in HSC in achieving quality of services...................................6
3.2 Factors affecting accomplishment of quality in HSC.......................................................6
3.3 Ways to improve quality of HSC services.......................................................................7
4.1 Methods to evaluate HSC service quality corresponding to external & internal
perspectives............................................................................................................................7
4.2 Impact of involving service users in evaluation process on service quality.....................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Health and social care sector is one of the most rapidly growing sectors across the global
periphery. Quality is considered as an integral and inseparable component of this industry. The
excessive focus upon quality owes to the fact that health and social care deals with a large
number of lives in a single day. The concerned component ensures that service users have access
to satisfactory quality services so that they can sustain a healthy and quality life. It is important
for organisations working within this sector to comply with quality standards and procedures so
that their goodwill and offerings do not get dampened. Royal United Hospital has been
considered for this project which is a health and social care corporation engaged in provision of
care services to users.
1.1 Perspectives held by stakeholders regarding quality
Stakeholders can be defined as the individuals who are influenced and place an influence
over the operations and actions of an entity. Gaining knowledge of their perspectives is
important for health and social care institutions. The perspectives held by various stakeholders
with reference to quality in context of Royal United Hospital are mentioned beneath:-
Patients: They are the users of care and associated services provided by the hospital.
Their primal focus is upon entailment of quality services so that they can sustain a healthy living.
As per their perspective, RUH should provide them access to healthy environment, qualified care
services, 24*7 facilities and hassle free provision of care.
Service Providers: This stakeholder group encompasses the care staff within the hospital
which is engaged in stipulation of care to users. In relation to RUH, the perspective held by
service providers is that they should have access to training so that they can become capable of
delivering high quality services. This will enhance their capability and competency.
Policymaker: They are the ones belonging to top management who are engaged in
development and stipulation of effective policies. Their perspective is to ensure maintenance of
quality by levying down strict policies and regulations within the confines of RUH.
1.2 Role of external agencies in stipulation of standards
External agencies play an important role in setting standards which can ensure quality
within the premises of health and social care organisations. In this regard, two of the most
important external agencies and their roles are discussed underneath:-
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National Institute for Clinical Excellence:
This is an entity which renders guidance in the form of promotion of healthy living by
way of prevention and treatment of illness in due course of time. NICE ensures maintenance of
value for money. With respect to RUH, it can be seen that hereby nurses reassure themselves
before providing any prescription or sedatives to anxiety stricken patients. Organisational staff
takes proper training in relation to NICE guidelines so that none of their actions contradict the
standards set by NICE.
Care Quality Commission:
The care services provided by local authority, public health care institutions, companies
and voluntary associations are regulated under the standards of CQC. This entity ensures that
quality services are provided by entities to users. RUH gets over 3 investigations done by CQC
on an annual basis. The grounds for the same are quality of care services, hygiene and many
more.
The care provided by local authorities, NHS, private companies and voluntary
organization are regulated by CQC. They always aim to provide quality and better health care to
each service user. In Royal United Hospital CQC makes minimum three inspections yearly on
the measure of cleanliness, care quality and so on. CQC has the power to take action on the
behalf of service user if the care and quality provided by health care is not acceptable. CQC
perspective initiates measures through putting service users on the centre of care; they were in
the favour of promoting independence and equality. Always try to improve performance of their
hospital to achieve standard.
1.3 Impact of poor service quality on stakeholders
Quality being the central focus of health care organisations has a substantial impact over
the stakeholders if it is found to be poor. The probable impact of poor quality over the
stakeholder groups of RUH is mentioned beneath:-
On Patients- Dissatisfied patient bad mouths about the hospital as they do not derive the
kind of services they desired and expected from the entity. They are not willing to make a visit to
such hospital again whereby they have once been provided with poor quality services.
On Service providers- When staff of RUH is not provided with training and
development opportunities to enrich their professional personalities, they prefer to leave such
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institutions. Instead they prefer to work for the enterprise whereby proper guidance is provided
to them.
On Policymakers- Poor quality induces the policy makers within Royal United Hospital
policymakers to lay down strict policies which need to be followed by each employee at every
point of time. An instance of high deviation would result in termination of such employee from
the organisation.
2.1 Standards in HSC for measurement of quality
There are several standards that are setup within health and social care sector for
measurement of quality within the premises. A number of organisations devise standards for
measuring quality within health and social care premises. Such organisations and their standards
are explained underneath:-
CQC:
This organisation, through the stipulation of effective standards as well as policies, makes
sure that entities operate in a manner such that they fulfil the demands and requirements of
patients. This organisation lays down the required code of conduct to be maintained in the
premise of health and social care institutions so as to provide due care to service users. The most
important standard laid down by this entity is Person Centred Care.
CCG:
This entity also lays down effective policies and standards which ensure the maintenance
of quality services within the premise of health and social care institutions. The standards laid
down by CCG encompass rights of patients, appropriate diagnosis and care plan for proper
medication. With this, CCG ensures that satisfactory quality services are provided to patients at
all the times.
NHS:
This entity is engaged in reassurance of compliance with an information standard by
health and social care institutions with a view to enable exchange of data. Through this, data can
be easily transmitted within the confines of a HSC firm.
2.2 Approaches to implementation of quality systems
Quality systems are the base owing to which health and social care institutions ensure
delivery of quality services to patients. In this regard, it is identified that there are several
approaches which are taken into use to execute quality systems within health and social care
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entities such as Royal United Hospital. Two of the most effective approaches are explained
underneath:-
TQM:
This being one of the most prominent approaches intends to formulate system such as
Quality, HSE and Environment management. Total Quality Management encompasses 4 main
principles which are discussed underneath:-
Strategic approach to foster improvements: This principle stipulates that education
should be provided to staff within health and social care institutions. This is done with an aim of
ensuring delivery of quality care which can meet the needs of services users. In this relation,
Royal United Hospital should hold timely training sessions to equip employees with desired
information.
Users being the focal point: This states that service users should be placed at the heart
of health and social care services with a view to ensure that all of their needs are duly taken care
of. The implementation of this standard within Royal United Hospital would ensure delivery of
quality services to patients.
Consistent Improvements: The third principle of TQM is keen on bringing rapid
evolutions within the working systems of health and social care institutions like Royal United
Hospital. This is done with the aim of maintain hygiene as well as clean environment in the
premises at any point of time.
Facilitation of group work: This principle states that collaborative working is essential
for delivery of high quality care to users. This reduces the burden upon individual staff members
belonging to health and social care organisations such as Royal United Hospital.
Advantages of TQM
 This approach inflates the service quality in a rapid course of time.
 This approach seeks to provide training to employees, which help them in career
progression and professional development.
Disadvantages of TQM
 This approach only gives emphasis over quality and ignores other crucial aspects such as
management.
Clinical Benchmarking:
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It is a systematic approach which seeks to create a balance between the existent and
altered practices to ensure delivery of best quality services to users. The standards are hereby
contrasted with the performance to execute improvements which can ensure accomplishment of
targets in due course of time.
Advantages of Clinical Benchmarking
 Clinical benchmarking inflates the quality along with output delivered by care staff.
Disadvantages of Clinical Benchmarking
 It is an approach which requires extensive time and handsome sum of money.
Out of the above 2 approaches, Total Quality Management is a better approach for Royal
United Hospital. With the implementation of its 4 principles, the concerned hospital would be
able to ensure its alignment with the quality standards levied for health and social care sector.
2.3 Potential barriers to quality service delivery within HSC
Quality is the focal point of health and social care sector. In this relation, there are several
barriers or constraints which seem to hinder the delivery of quality services to users. With
respect to Royal United Hospital, following are explained certain potential barriers which may
dampen the service delivery:-
Lack of skills:
It is one of the most prominent and crucial barriers which hinder a number of health and social
care institutions from delivering quality services to users. At times, Royal United Hospital faces
the consequences of this barrier. To deal with this, the concerned hospital’s management should
conduct training sessions for staff through which they can upgrade their knowledge and
proficiency.
Delayed Response:
This is another significant barrier that dampens the quality of service delivery to users. To deal
with this, it is essential that care staff and management assume their responsibility towards the
patients as their delayed response could even result in loss of someone’s life.
Inadequate staff:
Insufficiency of employees within health and social care institutions also hinders the delivery of
quality services to patients. Hereby, the sole reason is that the number of patients exceeds the
number of medical attendants available within the hospital owing to which either the quality
would be hampered or some of the patients would be barred from getting care and treatment.
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Ineffective leadership:
This is yet another barrier that has been dampening the quality of services provided to users. In
the absence of an effective leadership, the hospital is unable to duly fulfil the needs of service
users in an effective manner.
3.1 Effectiveness of systems in HSC in achieving quality of services
Several systems are put to use in health and social care service for achieving the desired quality
of services. In this relation, 2 of the most effective systems are discussed underneath:-
Score system:
This system when put to use by health and social care organisations aim to provide rating to
employees for the quality of services given by healthcare professionals to users. This system is
quite effective as it instils a sense of motivation within the employees to work in a better manner
and achieve a higher rating than colleagues.
Quality Assurance System:
This is a system which is dependent upon a number of regulations and rules that need to be
followed by professionals working within HSC institutions such as Royal United Hospital. This
system provides aid in inflating the quality of services rendered to users and thereby enable
derivation of maximum satisfaction by patients.
3.2 Factors affecting accomplishment of quality in HSC
The factors which place an influence over the achievement of quality within health and social
care sector are discussed underneath:-
Availability of resources:
Resources are regarded to be the prerequisite to deliver quality services to users. Whereby a HSC
centre lacks the required resources to provide care to patients, it would not be able to ensure that
quality is maintained during service provision.
Availability of staff:
Human resources are the most important asset for any entity. Whereby, a health and social care
centre is suffering from lack of staff, it would face direct consequences in terms of dampened
quality service provision to users. Level of staffing within the hospital at any point of time is a
major factor which affects the achievement of quality.
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3.3 Ways to improve quality of HSC services
Following are some of the ways for enhancement of Health and Social Care services:-
 Taking regular feedbacks from service users on a number of parameters, quality being the
most important one.
 Ensure availability of human and financial resources at all times to effectively meet the
needs and demands of care users.
 Upgrading the equipments and technologies used within the premises in regular intervals
of time to replace the obsolete machineries within the hospital.
4.1 Methods to evaluate HSC service quality corresponding to external & internal perspectives
The most effective methods for evaluation of service quality within health and social care
sector are discussed underneath:-
Questionnaire:
This is a method whereby a form consisting of some questions is prepared. It is an
external approach whereby respondents are made to answer enquiries related to healthcare
sector. This provides aid to health care institutions such as Royal United Hospital to gain
knowledge of the extent to which their offerings and care are able to meet the expectations and
needs of service users.
Complaints Procedure:
This is a way to survey regarding the service quality offered by hospital. A feedback box is
prepared by which any patients can provide its detailed information of dissatisfaction. This box
is opened at regular interval of time by which hospital is able to know about the problems of
patients services in hospital.
4.2 Impact of involving service users in evaluation process on service quality
Service users are the ones for whom offerings are rendered within the premises of a
hospital. When service users are involved in the process of evaluation, the quality of offerings
gets inflated. They can give their views and opinions on the extent to which their expectations
are fulfilled with the services provided by the staff and management of the hospital. Their
feedback in relation to hygiene, cleanliness, safety and so on is important to be gained from the
service users by Royal United Hospital. Thus, it can be said that involvement of services users
provides aid to the concerned hospital in providing high quality service offerings to users and
derive maximum satisfaction from them.
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CONCLUSION
As per the findings of the report, it can be stated that quality is one of the most crucial
aspects of health and social care organisations. Further, it is acknowledged that CQC, NICE
MHRA are some of the external agencies which seek to ensure maintenance of quality within
health and social care entities by stipulation of mandatory standards and regulations for them to
follow. Apart from this, it is recognised that there are several factors which place influence upon
maintenance of quality within offerings of such entities. There are a number of approaches to
execute quality system, some of these are TQM, Benchmarking, QC, CQI and many more.
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