BTEC HND Level 5 - Facilitating Change in Health & Social Care

This report examines the factors driving change in health and social care, focusing on Bupa Care Homes and the influence of individuals, society, government policies, and technology. It identifies challenges to implementing change, such as resistance from workers, the importance of continuous professional development, financial constraints, and maintaining quality of care. The report discusses methods for measuring change, including questionnaires, regulatory inspections, and feedback surveys, and explores techniques for assessing the impact of changes, such as interviews, customer surveys, and employee reports. It emphasizes the importance of adhering to national guidelines and policies and suggests service responses to improve healthcare provider engagement and ensure successful implementation of changes within Bupa care homes. The overall impact is evaluated through client and worker questionnaires, performance development systems, and analysis of waiting times and referral rates.

Running head: UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Unit 26 Facilitating change in health and social care
Name of the Student
Name of the University
Author note

1UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Task 1.1
Change in health and social care is constantly taking place with emerging ideas that
concerns superlative methods in order to provide care to the clients. Similarly, Bupa Care Homes
would also like to undergo significant change to deliver high standards of qualitative service to
the clients and their family members. Taking the Care Quality Commission (CQC) into
consideration, changes in the care homes are driven by factors that is related to the good quality
of health and social care services (Care Quality Commission 2012). The factors include:
individuals, society, government and legislation, sector and technology that greatly drive change
in Bupa Care Homes.
 Individuals: Clients or service users are the main factor that drives change as services
are provided to them in the form of health and social care services being delivered to
them. Change is an inevitable process and it is important as the expectations and demands
of service users are increasing day by day. This increase along with diminishing
resources is the factors responsible for driving change. The services need to change with
changing nature of illness or disease so that specific needs of the clients are fulfilled at
Bupa Care homes.
 Society: The demographic factors and social life styles are changing that may alter the
perceptions and views of individuals and their expectations for provision of using health
and social services. Although, change is necessary, however, firstly one needs to know
about the demographic condition and lifestyle of people of the particular area where Bupa
Care Homes is established. One needs to critically analyse and evaluate the situation and
take action for the concerned changes. Moreover, the religion, culture and societal

2UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
construction of the demographic area where Bupa Care Homes is established also drive
change.
 Government: This is a huge and important factor that influence change in health and
social care. This factor is concerned about regulation, government policies, stability of
the organization, ethics and economic policy, government culture and other political
factors that can bring drastic changes to the health and social care services in National
Health Services (NHS). Political changes affect NHS as introduction of new changes or
act in the existing system can influence the working complying with the changes made. If
some changes are introduced in UK regarding Health and Social Care Act 2001, Bupa
Care Homes have to implement and direct efforts in implementing those changes in their
organizational policy (Steele and Cylus 2012).
 Sector and technology: As the phase of illness is changing with increasing ageing
population in UK, there is need for specialized workforce with medical advancement that
meet the specific needs of the clients. In this competitive world, to be ahead, Bupa Care
homes need to specialize themselves and be updated with advanced technologies
maintaining the data. For example, to install Electronic Medical Records (EMRs) at the
care home require training of the workers, and due to hectic schedule, they may resist
change (Murdoch and Detsky 2013). Moreover, latest and updated technology is required
for delivering services to service users or clients so that they benefit maximum from it.
The predictions of intranet, internet and impact of fundamental and technical change are
important that influence change at the care home.

3UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Task 1.2
Various challenges encompass the change for health and social care service at the care
home.
 The incorporation of changes to the existing system may result in resistant to change.
Although, change make results better and work for further development, it can be resisted
by some workers as it may inbuilt fear for losing job (Dixon-Woods, McNicol and Martin
2012). To incorporate new changes and motivate workers to comply with it, pose
challenge for the management at the Bupa.
 Importance of Continuous Professional Development (CPD): To remove resistance to
change and make workers motivated in compliance with the new change, it is important
to train them well through CPD (Lammintakanen and Kivinen 2012). This would help
them to become competent in executing the desired change and an ongoing process that
drives excellence. However, due to hectic schedule, they may resist to change and
participate in CPD program.
 Financial resources and economy: To drive successful change, there is need for
economy for spending in the organization, staff salary and training, expenditure on
service goods, interest rates and in meeting the goals of the organization. These
parameters require capital challenging the spending capacity of the organization and as a
result affecting change (Harper 2014).
 Maintaining the quality of care and matching efficiency: This is a major challenge for
the health care providers ensuring to deliver the best quality of care to the service users
that is unmatched and fulfils the specific demands of the clients. Every client has specific

4UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
needs and ageing population have varied demands and needs and it is difficult to identify
their needs in providing the best quality of care.
Task 2.1
To measure the change, it is important to collect data before, during and after the
implementation of change. Firstly, it is important to measure the engagement of workers towards
the change in the organization being employee-friendly and at low cost. There is requirement of
human and financial resources and thorough analysis of organizational environment that is
effective to measure recent change and manage existing services simultaneously. For this, it is
mandatory to develop a questionnaire for the clients within the organization. It would help to
know clients’ satisfaction level and willingness to avail the services at the Bupa Care Home.
Similarly, it would also help to assess whether the delivered services fulfil the specific needs and
expectations of the clients. Regulatory inspections at regular intervals can help to evaluate
whether the services are better reducing episodes of long wait and increased satisfaction among
the clients (Damberg et al. 2014). Another strategy can also be devised to measure changes
through a survey questionnaire give to the workers that can be helpful to take their feedback and
comments about the recent changes carried out at the Bupa Care Homes. The questions would be
framed in such a way where it can be possible to understand the effect of the change among the
service users and workers within the health and social care organization (DiDiodato 2013).
Frequent monitoring periodically can also help to look for things that require improvement.
Moreover, seeking appropriate response from the service users about the changes encompassing
quality of care delivered and how well it fulfil the meets of clients in their daily life. Self-
evaluation of workers along with organizational systems of quality assurance should also be
aid in measuring the quality of care services (Ivers et al. 2012).

5UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Task 2.2
For measuring the impact of health and social care service changes at Bupa, varied
techniques can be identified with an aim to assess the impact within the organization. Interview,
survey questionnaire is an effective way having questions that can be asked from workers
regarding the implemented change. A rating system for the workers can also help to know the
career development in them by assessing the obtained ratings. These feedbacks serve as reports
informing the organizational issues, employment engagement and barriers that are witnessed
during the change process. Customer survey and employee reports are vital for measuring the
impact as they are the ones would have a good knowledge of the organizational changes and face
the working environment within Bupa Care Homes.
Most importantly, the services are being given to the clients and therefore, there should
be promotion of choices for them like direct payments, reduction in waiting hours and instant
responses and referrals. For this, a common inspection framework can be helpful in monitoring
and evaluating the care services provided to the clients. There should be efficient, delivery of
targeted services that is of best quality to the clients meeting their varied needs and expectations
(Burnes 2004).
There should be implementation of professional development program focusing on inter-
professionalism working style where workers show more work engagement employing job
satisfaction (Martin 2003). The health and social care workers should be highly skilled to adapt
to the changes and provide best quality of care services to them. For this, there should be proper
training and improved recruitment so that workers are highly efficient in adapting the change.

6UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Implementation of policies and national guidelines can also be helpful in addressing the
recent changes at Bupa. For example, Health and Social Care Act, 2012 and National Institute
for Clinical Excellence (NICE) guidelines should be strictly followed by the organization so that
workers and employers work in accordance with the best forms of health and social care services
and provide best social and health care practice to the service users (MacKian and Simons 2013).
Task 2.3
The overall impact of recent changes at Bupa can be evaluated through introduction of
different questionnaire for the clients or service users as well as for the health and social care.
The questions should be framed that address recent changes so that analysis of overall impact
can be clearly evaluated. This is important as the direct changes that take place in the health and
social care organization affect clients effectively (Weng et al. 2013). The expectation and
satisfaction level of the service users can be analysed through these feedbacks at Bupa
determining the quality of health and social care services delivered to them. In this way, the
percentage of client abuse or issues of heath and safety can be addressed maintaining good
quality care services. The maintenance of performance development system is effective for the
evaluation in the organization. Although, this strategy is costly, it gives more accurate and
reliable data for the change process evaluation (Valentine, Nembhard and Edmondson 2015).
The overall impact can also be evaluated by looking into the waiting and response time of
clients through interview or survey conveying both positive and negative effect of the change on
the working of the Bupa Care Home. There should also be better referral rates with benefits
given to the service users at low-cost and targeted delivery meeting their specific needs.

7UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Task 2.4
According to CQC report, Bupa care homes lack health care providers’ engagement as
there are cases of client abuse and poor delivery of care services. This problem needs to be
addressed by motivating them and giving job satisfaction through effective leadership. To stay
focused, it is important to provide benefits in the form of rewards to the workers who are
delivering care services to clients. Training services are also must for the workers as it would
help them deliver health and social care services effectively to the clients fulfilling their varied
needs (Aveyard 2014). This extra service response can be helpful to uplift the quality of services
provided to them. The employee development program can also be helpful in their career
development and also identify barriers that resist change within the organization. This type of
organizational training would improve the knowledge of the workers and enhance satisfaction
among them in accepting the change. The health and social care workers need to be highly
adhered to the organizational policy and national guidelines while following it to carry out
changes and work in accordance with it for effective care service management (Brownson,
Colditz and Proctor 2017). The above mentioned service responses can be helpful in the positive
and successful implementation of changes at Bupa care home.
Task 3.2
While planning change, firstly, it is important for the new manager to direct efforts
towards the possible impact of the desired change on the stakeholders in the organization. The
change in delivery of care service and employee engagement ensures to give positive impact on
service providers and users both providing the best quality of care to them.

8UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Next step is to communicate the change to the other stakeholder prior change decision
making. The new manager needs to convey the change by arranging a conference with the
stakeholders and workers through meetings, emails and displaying a presentation on the
proposed change (Grol et al. 2013).
Adoption of effective management style is important like participative style being
adopted by the manager. Through this way, the resistance can be reduced and the overall change
can satisfy demands and needs of the clients as well as service providers assisting in delivery of
best quality of care.
Identification of varied stakeholders and their recognition for change is also a part of
planning where the individuals must work in an effective way in providing best quality of care.
There is low engagement level among workers and lack of compliance with the technology being
identified as the potential factors that need change. To identify need for change, survey
questionnaire can be helpful in recognizing the areas that need change.
The development of goals for change framed by manager would help to execute the
change in the organization. The employees can be motivated through reward and recognition
enhancing their level of engagement in the delivery of services. Training program to workers can
help them to become skilled enhancing their professional career development. The waiting time
can be reduced through introduction of new technology like EMR and increase response rates.
Selection of change agent who can motivate employees to accept the change at Bupa
Care Home is the next important step. The internal and external factors like individuals,
government, sector, policies and economy influence the change process as mentioned above

9UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
Lastly, development and implementation of change like high worker engagement and
quality care services for the clients, necessary training would be given to them along with
introduction of technology. By complying to these practice, successful implementation can be
carried out (Doppelt 2017).
Task 3.3
The reduction of waiting time can be checked through comparing the time before and
after the implementation of change through waiting time machines. The improvement in
engagement level of workers can be evaluated through increase in response and referral rates and
in delivering care services. The conduction of survey questionnaire, feedback for the clients and
workers with the respective change can help to monitor the recent changes implemented as they
share their views and opinions regarding the change (Best et al. 2012). Clinical auditing and spot
checks can be helpful to evaluate the participation and motivational level of employees towards
training and career development program in providing the best quality of care to the clients’
specific needs (Gillam and Siriwardena 2013).

10UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
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11UNIT 26 FACILITATING CHANGE IN HEALTH AND SOCIAL CARE
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