Analysis of Quality Management in Social and Health Care Services

This report provides a comprehensive analysis of quality management within the health and social care sectors. It begins by examining stakeholder perspectives on quality, including those of patients, service providers, and regulatory bodies like the CQC, and explores the roles of external organizations in setting and maintaining standards. The potential impacts of reduced service quality are discussed, highlighting adverse effects on stakeholders. The report then delves into existing quality standards, different approaches to applying quality services, and potential threats to delivering quality care. Furthermore, it evaluates the effectiveness of current systems, policies, and procedures, analyzes factors influencing quality achievement, and suggests improvements for health and social care organizations. The report also explores various methods for analyzing health and social care services from both internal and external perspectives and discusses the effectiveness of service user involvement in assessing service quality. This student-contributed assignment is available on Desklib, offering valuable insights and study resources for students.

Assignment
MANAGING QUALITY
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Table of content
Introduction......................................................................................................................................3
LO1..................................................................................................................................................3
1.1 Stakeholders perspective regarding quality in the field of Social and Health care..................3
1.2 Role that are played by the CQC and external organizations in setting standards towards
Social and Health care.....................................................................................................................4
1.3 The potential impact of reduced service quality and the adverse effect on health and social
care stakeholders..............................................................................................................................5
LO2..................................................................................................................................................6
2.1 existing standard in health and social care industry..................................................................6
2.2 Different proposition to apply quality service...........................................................................7
2.3 potential threats while delivering quality services in health and social care services...............7
Lo3...................................................................................................................................................9
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service(s) offered...............................................................9
3.2 Analyse other factors that influence the achievement of quality in the health and social care
service............................................................................................................................................10
3.3 Suggestion to improve the quality of service in health and social care organisation..............11
LO4................................................................................................................................................12
4.1 different ways to analyse health and social care service regarding both internal and external
outlooks..........................................................................................................................................12
4.2 Discussing the effectiveness of the service users in the assessing process of service quality.12
Conclusion.....................................................................................................................................13
Reference list.................................................................................................................................14

Introduction
This article is about the understanding the standards existing in the health and social care
industries. How are they used to measure the quality? Different approaches used to implement
the quality of the system. This article will also help to identify the barrier in the process and what
are the impacts. It will also help to suggest various ways improve the quality of the service of
health and social care industries and help the reader to evaluate their service regarding both
external and internal services.
LO1
1.1 Stakeholders perspective regarding quality in the field of Social and
Health care
Who are stakeholders?
Stakeholders are the people involved in a specific art or interest. In health and social care
services both the patients and the service givers are stakeholders as the patient pay for the
services provided to them. Also in health care services patients are the main users. Stakeholders
can also be fallen under the category of facility giver, employers and the CQC(Care Quality
Commision) where the care/facility givers provides services(Huotari et al. 2016, p.869).
What are the perspective views from stakeholders?
We should keep in mind that quality in health and social care might have same outcome but from
the view of caregivers or the staff’s and the caretakers or the patient's might be totally different
from each other. Quality is the standard of any service or goods provided. Quality is to meet the
user’s needs, therefore it's very necessary to identity what this needs or requirements are. If any
extra service is being added which the users do not need then that service won't have any
quality in it.
Health and social service care regulators in UK set few standards which people must practice and
they must be registered. Working without proper registration would be crime over there.
Therefore the registers provided to the public openly that they can check if any specific
stakeholder is registered or not(Mohammed et al. 2016, p.19).

1.2 Role that are played by the CQC and external organizations in setting
standards towards Social and Health care
External organizations/agencies look after the health and social care provider by monitoring and
supporting the facilities. The agencies play a very important role in providing a good standards in
the health care facilities. Several regular inspections are done like testing of sanitization, nursing
care, availability of tools, safety measurement, and everything that happens in the Anchor care
trust so to make sure that the nursing care they set meets the quality standards. If they find any
fault in the standards they set from the standards that they receive they guide and fix those faulty
standards. Other than setting those standards they also train the health care providers like the
doctors, nurses, matrons, etc(Jiang et al. 2016, p.116).. The agencies have the latest updated
information or trends regarding the health care and they set this trends in the trust centre. The
external agencies also work with other agencies to have balance in the implementation of quality
standards of health care.
Some examples of agencies those work to set good standards in health care are:
a. Healthcare inspectors: These are the people who keeps constant monitoring and
inspecting about all the activities within the facilities. After doing its tasks, this people
announces its findings to the health care facilities to improve their services.
b. CQC(Care Quality Commission): These the UK based institutions which provides
regulatory standards to the health and social care providers. These regulators ensures that
all the home care systems and day care hospitals etc. provide an efficient, safe and high
service quality all the time.
c. MHRA are the government based agencies that provides medicines and healthcare
products and devices including medicines in effective and safe manner. This agencies
also ensures that all the health care facilities improve its standards and quality including
safety measures(Allen et al. 2016, p.25).
Overall all the external agencies have the power to provide and assist all the health care facilities
with important factors that include improving their safety measures in all the possible ways. In
some case the government systems and the external agencies work together to provide a better
healthcare facility to the patients.

1.3 The potential impact of reduced service quality and the adverse effect on
health and social care stakeholders
As per Mosadeghrad and Woldemichael(2017, p.109) decrease in service quality of any health
and social care would lay a negative impact on any patients, service worker, or any kind of
stakeholders. If there is any kind of compromise with the quality in health care due to improper
management then it could lead to negative consequences.
Most important thing to note is health will be the sufferer. Patient Satisfaction will decrease and
expectations will not be fulfilled. The outcome will be poor if the patient safety isn’t guaranteed.
As per the case study few employees work only for vocational purposes and tend to shift their
job in case they get being paid better. So identifying what the staff’s intention is very necessary
and proper action should be taken on them.
Whenever a regulatory body find an inappropriate standards are followed by the health care then
proper steps should be taken against them. Warning notices to provided , charging penalties,
suspension and licence/registration cancellation which will be the closing of a service provider in
extreme cases.
The standards which are given by the regulatory bodies should be properly followed by the
health care professionals in an effective and safe manner. The regulatory professionals will keep
an eye on the quality of training that may put patients life at risk.

LO2
2.1 existing standard in health and social care industry
The HSC or health social care raised some standard for the health and social care industry in
order to improve the quality of their service which they provide to their users (Bowling and A.
2014, p.21). The quality standards were formally announced in the year of 2006 in 14th march.
These standards can be considered as a set of rules which every organisation were bound to
follow in this health care industry. The organisation had to carry a legal liability to make sure
that the service which they were providing to the users. The lists of these standards are given as
follows;
 The HSC were given certain measurements using which they can measure their
performance index and check their development.
 The service must be informed about the service they going to be provided.
 HSC should be helped when they are implementing their duty in respective of
human rights and equality.
 Enable the evaluation of quality and safety of HSC service.
The task of delivering quality service is becoming complex with passing days (Mertens
andD.M. 2014, p.14). Now in this scenario if the authority takes initiative to minimise
this complexity thinking about their service users they will able to fulfil the foundation of
the industry, satisfying the user at any cost, the organisation definitely have a competitive
edge. In order to provide a superior standard of the service five themes are used. They are
given below;
 Developing a corporate leader and an organisation which is liable towards their
users.
 A risk-free and an effective care should be given to the service users.
 A customer tends to retain their business relation with those organisations which
are very much approachable and offers a flexible service. So these two attributes
are very much appreciated.

 Nourishing and aiding to quick improve health of the users is next theme on this
list.
 Users should be informed about the service through constant communication.
This is the last theme on this list (Posavac and E. 2015, p.9).
These standards are used in two different ways to measure the quality;
 By inspecting the service provided by the HSC.
 Regulating the service provided by the health and social care organisation.
2.2 Different proposition to apply quality service
There are various approaches to get a quality service. Some of them are listed below;
 Quality system; by using measurement models in health and social care setting the
quality system is used as a tool to enhance the concept of an index of quality. The use of
a quality system in a health care environment is a reliable tool to explain the growth of
quality service. It uses an investigation approach and a structural equation model to
examine the service quality (Tarquinio et al. 2015, p.40).
 Methods used to apply the quality system in quality service; in the health and social
industry TQM is constantly interchanged with CQI as it is used to develop clinical
practice and its concept is there is a huge an opportunity to improve the facilities in the
health and social care industries (Oliver and R.L.. 2014, p.25).
 Benefits of applying quality system; when a rugged quality system is injected in the
organisations, it helps to review its practices in a systematic way. A good quality system
has the ability to give the organisation to control both external and internal factors.
2.3 potential threats while delivering quality services in health and social care
services
If the health care and social institutions fail to meet the expectation of the service user, then the
user will be left with bad experience. This is a major drawback for the healthcare services. In the

end, if the desired result is not being able to provide and the user feels that are not getting value
for their money this will also be a huge threat to the reputation of the organisation(Fink and A.
2014. p.12). Even the lack of proper insurance can be a potential barrier as the user might not be
comfortable to do business with the organisation. List of other threats or barriers are given
below;
a) The rapid change in technology is the single biggest threat to the health care
organisations. These new technology often comes with huge price tags which many
organisations are unable to afford. Due to the lack of cutting edge technology, the opinion
of the service user may rapidly degrade about the organisation.
b) The second point in our list is related very closely to the first point. Lack of financial
support or uneven flow of capital. Now it is a well-known fact that the capital is the life
line of any industry. When the flow of capital is uneven within the organisation it is
unable to equip itself with a proper instrument. To compensate this problem many health
and the social organisation rely on donation which is yet again a very unstable and
unreliable way of gathering funds which hamper the growth of the organisation (Wimo et
al. 2014, p.310).
c) Lack of enthusiastic employees and lack of proper training upsets the growth of the
organisation. The employees serve as a bridge between the service user and the provider.
If the user is not treated well by the staffs of the organisation then they would not give a
second thought about terminating their relation and the intension of doing business with
that particular organisation.

Lo3
3.1 Evaluate the effectiveness of systems, policies and procedures used in a
health and social care setting in achieving quality in the service(s) offered
As the case reveals that service is not being provided in better manner by the service users.
Additionally, if the service users are not getting better services the they are having the probable
chances to move from one service units to others in order to get better services at a reasonable
prices. Additionally, there are different policies and the procedures’ that are required for Sam to
follow and they are as follows.
Ruh action plan
According to this fact it sates that the service providers must keep a proper documents among
themselves and this documents have to be submitted in the time of treatment. Additionally, if
service users are suffering from particular diseases then in that case there must be valid
documents and which shows that the service providers are affected by these diseases.
Monitoring of the performances
Additionally, when service providers are doing their work then their services must be monitored.
Additionally, if the works are not being monitored effectively then it will be unknown by the
management that who are working effectively. Additionally, as Sam have been appointed as the
manager then it will be his duty to monitor the works of others and if he fails to monitor the
works then the loopholes will not be found.
Role played by NICE
Additionally, this body is one of the regulatory body in the healthcare sectors and this body
reveals the fact that those who are admitted in hospital they must be treated in proper manner and
there needs must be fulfilled by the service providers. Additionally, as Sam is the manager of this
home care so it will be his duty to see that every service users are getting proper nutrious foods

and their needs and desires are being fulfilled. Additionally, service providers must behave
properly with the service users so that they don’t feel that they are being neglected.
Hydration bundle policy
Additionally, this policy has been designed by the government and this policy states that what is
the level of fluids that are being taken by the service users. Additionally, it also points the facts
that what is output and input level fluids those who are admitted there.
3.2 Analyse other factors that influence the achievement of quality in the
health and social care service
Moreover, there are different strategies that must be taken by Sam in order to improve the
service of the health care and they are discussed in paragraph
Training of the employee
Additionally, those who are appointed as the service providers then it will be the duty of Sam to
see that the employees who are providing services to the service users they must be well trained
and if they are not well trained then they will be unable to provide services in better manner.
Additionally, this will lower the efficiency level of the employees and also the profit margin.
Additionally, it must be checked by management team that they must appoint better employees.
Similarly, they must be able to face different situations that are being created by service users.
Better technologies
Additionally, when service care sectors are taking assistance of better technologies then there
services are being improved and most of service users can show their trust and confidence on
these sectors. Additionally, it will also create positive impacts in the mind of individuals that
they will get better service from here and this will help to recover service users quickly.

3.3 Suggestion to improve the quality of service in health and social care
organisation
The health and social care services have improves dramatically since few decades. This
improvement would not have been possible without the aids from the government. Not only the
government but few private organisations have taken an initiative to increase the quality of the
services provided by these organisations. Numerous initiatives have been undertaken to improve
the quality of these organisation even in the grass root level (Millar et al. 2013, p.931). Many
health experts from all around the world have formed a framework to improve the health
conditions of their user at a very reasonable price. They are very much determined to address all
the problems regarding the health of their users who comes to seek help from these
organisations. A repot was shown to address this framework in order to reform the health care
service at a very reasonable price. The staffs of these organisations are trained to handle their
customers at a personal level. In order to maximise the service quality the framework is aiming
at few objectives which are given below;
a) The top priority is given to the aspect of safety to improve the service quality. The goal is
to avoid less injury and provide an easy and quick recovery from the diseases.
b) The next priority is given to effective treatment to the user through practical knowledge
of the problem and by using cutting edge technology at a fair price (Cucciniello et al.
2014, p.100).
c) The next priority was given to efficiency, i.e avoid wasting of time ideas. By following
this point the delivery of services was provided to the user much faster.

LO4
4.1 different ways to analyse health and social care service regarding both
internal and external outlooks
To evaluate the services of health and social care services in respect to both interior and exterior
service following methods are mainly followed;
a) Feedback is an excellent tool which can be used to improve the quality of the service.
Proper feedback forms should be maintained to make the job easier. The service users
must be given the form and should be asked to write their genuine experience they had
doing business with them. The feedback perhaps the best tool to improve the quality of
their service (Grembowski and D. 2015, p.20).
b) The thought of improving the quality just by doing an inspection. Apart from maintaining
feedback form another great tool to improve the quality of service is by doing survey will
also serve as a good supplement for the purpose of improving the service quality.
c) Lastly having a measuring tool to analyse its successes to provide a quality service itself
is a major tool.
4.2 Discussing the effectiveness of the service users in the assessing process of
service quality
After evaluating and according to the study, there would be a major impact on both user as well
as care providers. We will discuss this with an example of an aged citizen who wants to get
treated and served in a hospitable way. He wants to have the feeling of a home in the hospital.
He want the staff’s to listen to him by fulfilling his requirements. Old age people are the ones
who carry pride and do not ask for help all the time so as to show they still are able to do things
on their own. Quality care according to them is when they are able to do things according to their
freedom without any interference. They feel conventional ways of treatment are better than the
high technology gadgets(Killaspy et al. 2017, p.157). So, they rate service quality according to
these issues. A care provider thinks a good quality service is the good relationship between a

nurse and a patient. To achieve this a care provider wants the patient to trust them completely
which is only possible by the good understanding between them. Good bonding is achieved if the
care provider understands the mental and physical state of the patient and if the and also the
patient should trust the care provider fully. The overall evaluation system can be made better
through this. This methods of effective improvement will be advantageous for both the parties ie
the care workers and also the customers.
Conclusion
The health and social care service are a very noble organisation. Their service is required to
improve the health and led a good life. So it is very important for them to improve their quality
of service. The health and social care organisation must not develop the concept and mentality of
making a profit only rather they should try to connect with their customers in a more humanly
way as possible.

Reference list
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