Service Operation Management Report: Admiral Court Care Home Analysis

This report focuses on the service operation management of Admiral Court Care Home, analyzing the issues identified in a CQC report. The report highlights the poor medication process, lack of staff training, and absence of customer-oriented services. It identifies the lack of managerial oversight as a significant factor contributing to the care home's poor service quality. To address these problems, the report recommends implementing KPIs and benchmarking to improve service delivery, staff performance, and customer satisfaction. The report also suggests improvements in medication management, staff training, and the establishment of a customer-centric approach to enhance the overall quality of care. The application of PDCA and business dashboard tools is also suggested to improve the quality of care. Overall, the report provides a comprehensive analysis of the challenges faced by Admiral Court Care Home and offers practical solutions for improving its service quality.

Running head: SERVICE OPERATION MANAGEMENT
Service Operations Management
Name of the Student:
Name of the University:
Author’s Note:

2SERVICE OPERATION MANAGEMENT
Executive Summary
This report highlights the major issues regarding the service quality of Admiral court care
home. However, it has been received from the given scenario that the medication process of this
care organization is very poor as the staffs are unable to manage the risk of the medicines. On the
other hand, the CQC report focuses on the poor managerial oversight on the potential problem
and the service quality. Therefore, the care process of this organization is not customer oriented
and failed to meet the needs of the service users. Hence, it is important for this organization to
mitigate the problems and to take necessary actions. As for example, use of benchmarking and
KPI will be helpful to make the business continuity by reducing the care issues. Applications of
the PDCA and business dashboard tools are effective to improve the quality of the care.

3SERVICE OPERATION MANAGEMENT
Table of Contents
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................4
Identification of the reasons for the poor quality service in Admiral Court Care Home................4
Task 2...............................................................................................................................................8
Concept of KPI................................................................................................................................8
Impact of KPI on the Admiral Court Care Home in delivering effective and consistent service. . .9
Concept of Benchmarking.............................................................................................................12
Impact of Benchmarking on the Admiral Court Care Home in delivering effective and consistent
service............................................................................................................................................12
Conclusion.....................................................................................................................................13
References......................................................................................................................................15

4SERVICE OPERATION MANAGEMENT
Introduction
Service operation management includes responsibility to produce a quality service in an
organization. In order to satisfy the customers providing quality service is necessary for the care
home sectors. Providing direct service ensures the service quality in an organization. For a
quality service operation, it is important to deal with the operation manager of an organization
for the simultaneous production. Quality management includes people, information, process, and
the system, which involve in the service delivery process (Zurich 2017). In this current study,
Care Quality Commission has given a report regarding the quality service of Admiral Court Care
Home. However, the service quality is not good in this care home as the service users are not
completely protected from the medicinal side effects. Therefore, major improvement is required
in this care home (Hallmark Care Homes 2017). This study deals with the major challenges
regarding the service of Admiral Court care home and a brief account of KPI and benchmarking
process to improve the service quality.
Task 1
Identification of the reasons for the poor quality service in Admiral Court Care Home
Admiral Court Care Home is associated with delivering service to the young adults,
elderly people, dementia patients, people with sensory impairment and mental health condition.
In the year 2016 60 people are living in this care home for their treatment (Cqc.org.uk 2016).
However, CQC or Care Quality Commission had taken an inspection in the year 2016. However,
according to the inspection report, it has been found that the entire service, which is provided by

5SERVICE OPERATION MANAGEMENT
Admiral Court Care Home needs to improve. This CQC inspection identified some concerned
areas that need improvement to establish a better quality service.
Less protection of the service users
The service users of the Admiral Court Care home had been facing risk associated with
the medicine. Medicinal risk is a big challenge for the care homes as it may harm the health of
the service users and the organization may face legal issues for this poor management of the
medicine (Johnston et al. 2012). According to the CQC report, the registered manager of
Admiral Court Care Home was unable to arrange the place in order to manage the safety of
medicines that were provided to the service users in this care home. However, the service users
did not felt safe while taking medicine for their treatment. In a care organization, it is important
to ensure the safety while providing medicine to the service users (Fitzsimmons et al. 2012).
Medication is a crucial part of the care service hence, poor management of the medicines may
lead the service users to face dangerous health issues like infection. In the case of Admiral, care
home there is lack of effective system to manage the medicines as a result, people felt unsafe
during their care. Due to lack of effective system, the staffs of such organization failed to resist
the spread of infection due to poor management of the medicine. The registered manager of such
organization did not take any step to reduce the risk related to medicine. Hence, such appropriate
management of medicine in this care home highlights its poor quality management process,
which needs to be improved.
Poor quality service
Based on the CQC report the service of Admiral Court care home is not effective as many
loopholes are present in this service process. However, the staff training is not good in this care

6SERVICE OPERATION MANAGEMENT
home as there is lack of effective training process. Lack of training resists the staff in the care
organization to provide quality service to the service users (Dewing and Dijk 2016). On the other
hand, there was lack of good practice in this care home, which also another big reason for poor
quality service in Admiral Court Care Home. This care home is associated with the care home
dementia patient, for this treatment staff training is mandatory. On the other hand, this
organization provides service to the younger adults, for this reason, the staff's need special
training to tackle such service users. Lack of training affects the safeguarding process of the
dementia patients, as a result, the residents become unlawful (Woo et al. 2016). However, lack of
staff training affects the maintenance of the rights of the vulnerable people in this care home. For
Admiral Court Care Home, they need to provide effective service to the service users by taking
special care of the dementia patients, people with mental disability and younger adults as those
are categorized in the vulnerable group. Hence, the staffs did not get proper training to develop
their skills to improve the service standards, as a result, the quality had disrupted of this care
home. Lack of training led the service user of this care home towards the danger and they might
face risk regarding their health.
Lack of service user-oriented service
Providing service based on the needs and demand of the service users in the care home is
essential to meet the need of the people (Benwell et al. 2017). As per the CQC report, the service
was not customer oriented in Admiral Court care home. This was a big reason, of the failure of
their service. The staffs did not focus on the need for the service users, which affected the
satisfaction level as well as the quality of the service. In this care home, the service users did not
get meaningful activities for their engagement. This organization includes dementia patients who
need meaningful activities to improve their condition. However, the staffs of Admiral care home

7SERVICE OPERATION MANAGEMENT
failed to provide customer-centric service due to the poor infrastructure of this organization. On
the other hand, the care records of the people did not organize in a proper structure, which
highlights on the poor quality service of this organization. However, for a care organization, it is
important to keep the record of the service users in a proper way to provide an effective service
(Vithanwattana et al. 2016). According to the CQC report, it has been found that record of all
service users in Admiral care home was not kept a proper manner as a result, the quality standard
of the service is affected.
Lack of managerial oversight
Based on the CQC report in the context of Admiral Court Care Home it has been received
that there was lack of managerial oversight in the entire service process. However, for a care
organization, it is important for the managers to check and monitor the service process in a
spontaneous manner (Gopee and Galloway 2017). In this care home, the managers did not show
the effort to understand the issues regarding the service. This hampers the quality of the service
in this care sector. CQC report highlights that the quality assurance process in Admiral Care
home was not appropriate, as there was no account about the area of concern. On the other hand,
there was no method to address the issues in the quality assurance system. For a care home, it is
mandatory to establish a quality assurance system to monitor and identify the major issues in the
service provision (Eriksson 2016). However, the management system of Admiral care home was
not effective to address the service related issues and the quality assurance system was not
maintained properly to identify the concerned areas and to develop solution regarding these
problems.
Recommendations

8SERVICE OPERATION MANAGEMENT
Proper checking of the medicine could be helpful for Admiral care home to reduce
infection rate and to ensure the quality of the medicine. On the other hand, providing training to
the staffs could be effective to manage the service users having dementia and mental illness. This
could enable the staffs to improve their skills and knowledge to tackle the different service users
with different needs. Therefore, the establishment of the customer-centric service could be
effective for Admiral care home to meet the specific needs of the service users.
Keeping the record of the service users by using advanced technology like ICT
(Information communication technology) could be helpful for this care organization to improve
the service efficiency. Apart from these, this organization needs to improve their quality
assurance system to determine the areas of concern and to generate the solution to mitigate such
issues. Implementation of the supportive system could be effective for this care sectors to
enhance the quality assurance system (Foley et al. 2016). Different support departments could be
helpful to ensure the high quality of the service. On the other hand, it is important for Admiral
Court to care home to assure the accountability of the manager as it might lead the managers to
provide concern towards the present issues within the service.
Task 2
Concept of KPI
KPI or key performance indicator refers to a measurable value that highlights the process
through which an organization can achieve their key business goals (Ilic and Svensson 2017).
However, the KPI is a real-time reporting tool by which the performance of the staffs in a
business can be measured. One of the major tools that are used to track the KPI is the dashboard

9SERVICE OPERATION MANAGEMENT
software. This will give the entire insight of an organization. However, the KPI software leads
the business authority to carry out the data management and analysis process. In this system,
specific software is used in which the organization puts data and is able to connect the external
environment as well as external services.
KPI is useful to collect data in an accurate manner (Wetzstein 2016). The software that is
used in the KPI system allows the organization to comprehend and visualize the data from
different numbers of KPIs. Hence, through this process, the different areas of the business can be
represented by a single place. Sales team performance can be measured via KPI as it helps the
organization to track the new revenue. Performance of the marketing group is measured by
KPI by calculating the total revenue. One of the most important is the performance of customer
support team that can be measured by using KPI. In this section, the measurement can be done
based on the customer call, survey, and identification of the customer satisfaction (Calabrò et al.
2015). In the context of Admiral Court Care Home, KPI will be helpful to measure the
performance of the staffs by taking a survey of the customers. However, it is crucial for the
business organization to use the KPI in order to identify the loopholes in a workplace. Moreover,
customer satisfaction is the crucial part of any business, which needs an effective performance of
the staffs. Hence, to bring improvement in the staff performance use of KPI is a good initiative.
Impact of KPI on the Admiral Court Care Home in delivering effective and consistent
service
According to the case scenario, Admiral Court Care home has been facing issues
regarding their staff performance. However, the service users are not protected from the risk of
the medicine. On the other hand, the performance of the managers in the medicine section is not

10SERVICE OPERATION MANAGEMENT
good and there is lack of effective system (Cqc.org.uk 2016). Managers are not too much
responsible for the care of the service users and the service is not customer oriented. During this
condition, improvement is essential by implementing an effective system in this organization.
Hence, key performance indicator or LPI will be helpful in this situation to identify the staff
issues and their performance level. Use of the business dashboard software is an effective
approach of KPI (Muriana et al. 2016). This software is a business management tool that allows
the organization to measure the overall performance of the organization. However, Admiral
Court Care Home will be able to understand the insight of their organization by using this
software. A clear message about the performance of the enterprise can be recorded by business
dashboard software.
Improving the care quality of the service users is the highest priority of the healthcare
sectors (Lloyd et al. 2017). For this purpose, Admiral Court Care home can use patient
satisfaction dashboard in order understand the key activities which are associated with the
patient satisfaction. This dashboard involves in monitoring the lab test turnaround and the length
of the stay. In this process, the organization will be able to determine their service user
satisfaction by asking them a direct question and conducting a survey by using questionnaire
(Kariya 2015). The authority of the Admiral Court Care Home will be able to identify the issues
from the survey by using patient satisfaction dashboard. This will help them to make a cross-
check by matching the patient feedbacks with the CQC report regarding the quality issues of the
service.

11SERVICE OPERATION MANAGEMENT
Figure 1: Business dashboard software
(Source: Lloyd et al. 2017)
Figure 2: Patient satisfaction dashboard
(Source: Kariya 2015)

12SERVICE OPERATION MANAGEMENT
KPI is effective to set the goal in a healthcare sector to meet the organizational demand
(Toussaint et al. 2015). KPI is an integral part of the business strategy to develop policy and
monitor the existing or new systems in an organization. KPI will allow Admiral Court Care
home to establish a baseline information, which highlights the current performance level in this
organization. As a result, the present issues like medicinal risk, lack of good practice and lack of
managerial approach are understood by this organization. On the other hand, application of the
key performance indicator allows a care organization to set the performance standards and
targets (Gemmel 2017). Hence, Admiral Court Care home will be able to bring continuous
improvement in their care process by reducing the medicinal risk. They will understand the
needs of the customers and can set a customer-oriented service. On the other hand, the
stakeholders of this organization will judge the performance of the staffs by using KPI. Analysis
of the patient satisfaction survey is a crucial part of KPI. This will allow Admiral Court Care
Home to collect feedback from the service users regarding the diagnostic, medication and
support process. As a result, they will understand the major drawbacks of the medication process
and will able to bring improvement in this area by conducting a proper checking of the medicine.
As per the given scenario, patient satisfaction is the major thing for Admiral Court Care
Home as the service quality is very poor in this organization. KPI will allow this organization to
measure the degree of the service user satisfaction (Kariya 2015). In this context, the patient
satisfaction is very low due to lack of effective service in this organization. Hence, by analyzing
the report that is exhibited by the KPI will be helpful for the managers to understand their roles
and responsibility. The result of KP will increase the awareness among the staffs as it highlights
the low patient satisfaction. Hence, the staff will be able to understand the importance of serious
change needs in the existing system of this organization.