Comprehensive Report on Managing Quality in Health and Social Care

This report delves into the critical aspects of quality management within the health and social care sector. It begins by outlining the diverse perspectives of stakeholders, including patients, families, service providers, and the government, emphasizing their varying interests and concerns related to service quality. The report then explores the role of external agencies, such as the Care Quality Commission (CQC) and the National Institute for Health and Care Excellence (NICE), in maintaining and improving quality standards. It further examines the detrimental effects of poor service quality on stakeholders, including reputational damage and patient safety concerns. The report assesses the effectiveness of existing systems, policies, and procedures, highlighting factors that influence the achievement of quality, such as monitoring, resource availability, and staff training. It provides suggestions for improvement, including cost management, timely service delivery, and continuous staff development. Finally, the report evaluates health and social care service quality measures from both internal and external perspectives, analyzing the impact of service users on the evaluation process. This comprehensive analysis offers valuable insights into the complexities of quality management in health and social care.

Managing Quality in Health
and Social Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Perspectives Of Stakeholders Regarding Quality In Health And Social Care Service....1
1.2 Role of External Agencies ...............................................................................................2
1.3 Affect of poor service quality on heath and social care organisation stakeholders..........2
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................3
3.1 effectiveness of system, policies and procedures.............................................................3
3.2 factors that influence achievement of quality in the health and social care service.........4
3.3 suggestions for improvement...........................................................................................5
TASK 4............................................................................................................................................5
4.1 Evaluate health and social care service quality measures with regard to external and
internal perspectives...............................................................................................................5
4.2 Discuss the impact of service users on the evaluation process on service quality...........6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Health and Social Care is a service term which is provided by Health and Social care
providers. It can be used in the context of health infrastructure, public and private service
providers. This service come under the Human Services. Quality management refers to the act of
determination, maintenance, control and improvement of quality by preparing quality policy and
quality planning. Managing quality in health and social care is very importance because it is
related to the precious life of humans. Health and social quality impact the life of individuals and
its families (Fern, Ling and Goh, 2018). Report will highlight the perspectives of stakeholders
regarding quality, role of external agencies in quality determination and impact of quality on
stakeholders. Report will tell about the existing standards and approaches regarding the
measurement and implementation of quality and barriers which become constraints in quality
delivery. Report will point out on the evaluation of the effectiveness of processes, procedures
and policies to achieve the quality standards and analysis the factors which can influence the
quality. Report will suggest some points through which quality can be improves. Report will
describe the evaluation of methods for evaluating quality and impact of users on these methods.
TASK 1
1.1 Perspectives Of Stakeholders Regarding Quality In Health And Social Care Service
STAKEHOLDERS – Stakeholders are those people who is directly and indirectly related
to the health and social care services.
PERSPECTIVES OF STAKEHOLDERS – Following stakeholders' perspectives are
important -
11 PATIENTS – Their perspective are crucial because they are the one who are directly
getting effect by the quality of services. If quality is not good, it can impact his life and
his earnings. Thus, quality become first when it comes to patients.11 FAMILIES – Their perspective regarding quality is important. Quality of service
providers can impact their decisions regarding patient. Thus, service provider should take
care of the quality. If quality is not good, they can close the service providing units.11 SERVICE PROVIDERS – Service providers should take care of the quality and should
not do compromise with the quality. If quality provided by them is not good, it not only
impact the life of patients and families, it impacts the providers' life and whole industry
(Jonas and Roth, 2017).
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11 GOVERNMENT – Quality of health and social care service can impact the government
too. Because, if quality is decreasing below its standards, government has to take a look
on it and take immediate actions regarding this. And if, quality is maintained, this will
make government relaxed and focus on another important issues related to the nation.
1.2 Role of External Agencies
EXTERNAL AGENCIES – External agencies are those stakeholders who helps in
maintaining effectiveness of quality in social and health care service. They act as a protector of
interests of another stakeholders. Example of External Agencies who help in maintaining quality
are Local Health Departments (LHDs), Care Quality Commission (CQC), Medicines And
Healthcare Products Regulatory Agency (MHPRA), Health Service Commissioners (HSC),
Social Care Institute for Excellence (SCIE) and National Institute for Health and Care
Excellence (NICE) etc.
ROLE OF EXTERNAL AGENCIES IN QUALITY SETTING – Some of external
agencies' roles are as follows -
11 CARE QUALITY COMMISSION (CQC) – Its main role is to ensure that service
providing units provide people high quality care. It also helps in improving the quality. It
inspects the current standards being followed by units against decided standards and
monitors the deviations if occurs during inspection.11 NATIONAL INSTITUTE FOR HEALTH AND CARE EXCELLENCE (NICE) –
Their practitioners do auditing and reporting for ensuring the quality standards maintain
by all service provider units. They do reporting to the governments and its authorities to
decide the new standards and targets to improve the service quality.11 LOCAL HEALTH DEPARTMENTS (LHDs) – This agency helps the health care
providers to get to know about health issues and how these issues impact the quality of
services. They also provide guidelines to overcome with the current issues (Van
Zwanenberg and Edwards, 2018).
1.3 Affect of poor service quality on heath and social care organisation stakeholders
Poor quality of service damage reputation of health and social well being institutes and
lead to inappropriate decision planning. It impacts on stakeholders who are connected with NHS
and other people in firm. Quality of work is main element in HSC services, that will have effect
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on overall functions of company as well as its image in industry. Lack of management in
workplace and poor communication are the reasons of poor quality which make impacts on
primary criteria that are miserable clinical effectiveness, experiences and patients safety. People
needs good health care services through NHS staff that ensure about the concern of organization
regarding patient. If customer will not meet with its needs they will be left firm due to poor
service quality, their dignity and privacy will not be maintained which make them
uncomfortable. Issues on abidance such as developing bed management, certifying patients
hydration and nutrition daily will arise due to lack of quality in services. Poor quality of facilities
will also make risk to health safety of customers who are taking treatment in organization. Staff
members cannot play their role and accomplish its responsibilities in NHS that make effect on
patients' health and arise difficulties for company (Makar and et.al., 2019).
Low paid staffs felt not valued and does not work in firm which make effect on its services and
reputation in marketplace. Low pay employees cannot take show their concern or focus on
responsibilities in which patent get suffer. Lack of workers is one of the biggest factors that
influence on service quality. Waiting time for treatment and surgery was long and people wait
outside brings negative impact upon business that will decrease its profit margin and low down
the position in health and social care sector. These things show quality level of services and its
impact on stakeholders in NHS. Inadequate capacity of firm to meet with emergency areas
during time of black escalation when requirements is high. People will wait in corridors of
emergency rooms for treatments and during that situation overnights stay engaged in day surgery
unit.
TASK 2
Covered In PPT
TASK 3
3.1 effectiveness of system, policies and procedures
Effectiveness of system in health and social care: - In tower hamlets hospital, a separate
department is made to monitor and control the overall system. Nurses, ward boys, receptionist,
doctors are under controlled and monitored every second. Nurses follow the orders given by
doctors for maintaining quality demanded by patients and people. Ward boys has responsibility
of providing safe and hygienic environment (Nelson, 2016). It improves the quality of services
provided by hospital.
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Effectiveness of policies in health and social care: - Policies that are made by board authorities
of hospital tower hamlet are need to followed by each and every citizens. In accidental cases,
policies are made in such a way that after permission of crime department or authorised police,
patient will be taken care under doctors for treatment purpose. These type of policies are made
for maintaining discipline and legal laws in work place.
Effectiveness of procedures in health and social care: - For effective treatment of patient in
hospital need specified procedure. A well hygienic environment is required so that diseases do
not get transferred from infectious one to normal one. A person who need just perception from
doctors are categorised in other factor. And those patients who need ward room for treatment are
categorised in other factors. This makes the procedure of hospital tower hamlet masks easy for
management authorities.
3.2 factors that influence achievement of quality in the health and social care service
Maintaining quality is not responsibility of an individual, it is responsibility of whole
employees who work in welfare of hospital tower hamlet.11 Monitoring and controlling : - to govern quality every month, monitoring of system and
procedure is required. It motivates and directs the employee in right direction and makes
them engaged. Tower hamlet uses CCTV cameras for monitoring doctors, nurses, ward
boys, peons, receptionist. Controlling is done by supervisors who control them like
nurses are controlled under doctors. Doctors give instruction to nurses and they follow
them. It makes every employee disciplined and focussed on their work (Stoddart, 2017).11 Structure : - building, staff, medical equipments or machines, additional services plays
major in managing quality. Having enhanced space for accommodating more patients in
comfort way lead to more qualitative management. It increases trust and meet people
demands.11 Availability of resources : - in doing cure of people, resources that are used by doctors
lead to quality management. Like having effective and efficient X-ray machines, it gives
satisfied report to both doctors and people. If machines are not available in hospital, then
it took a negative impact and can ruined quality drastically. So availability of resources is
must in taking care of people.
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3.3 suggestions for improvement
For quality management of hospital, after making system, policy and procedures, then
also it requires some suggestions for maintaining it.11 Cost factor – to manage the cost that is charged by hospital authorities for treatment of
patients influence quality too much. Low income people cannot afford if cost is too high
(Burton and et.al., 2017). And they suffer from very big diseases that can results in death
as well. So to set price in such a way that all class people can have treatment in tower
helmet hospital.11 Quality of service- Service provided by authorities of hospital are under monitoring and
controlling. But to provide service on time is majorly suggestion for hospital staff. Patient
who is in emergency case requires treatment immediately. This time quality management
factor maintains quality very effectively and gains trust of people.11 Training – Staff requires training for improvement in their skills. For example, doctors
needed information regarding new current trend treatment process so that less time
consumed with better efficient provided service (Dickinson, 2016). Ward boy needed
training regarding managing large number of patients or to maintain hygienic
environment. Every staff member plays their individual role important.
TASK 4
4.1 Evaluate health and social care service quality measures with regard to external and internal
perspectives
In a health and social care service enterprise, the quality of service measures which are
been carried out by the firm will be deeply influenced by the internal and external perspectives or
factors that are been carried out by organisation. This will include the following elements or
factors which will influence performance of an organisation in a significant manner.
External perspectives will include the online evaluation and rating process, third party
survey and assessment measures which will help in carrying out of the evaluation of the quality
standards of the services or products that are been offered by an organisation (Osborn and et.al.,
2015). Besides this, the quality inspection and former customer reviews are certain measures
which are been carried out by organisation in a significant manner. The external perspective and
evaluation is carried out on the basis of the quality measures and standards that are been set by
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different governing authorities. This will help in setting up of effective data assessment measures
undertaken by the firm.
On the other hand, the internal assessment like feedbacks from service users, reviews of
the peers, and audits that are been performed by the management of a health and social care
service provider firm. This will help in improving the sales and carrying out the data assessment
and evaluation measures which are been carried out by the service providers in an effective way.
Effective implementation of these assessment measures that are been carried out by a
health care service provider will assist in prioritising the compliant resolution and service user
welfare measures in most effective way.
4.2 Discuss the impact of service users on the evaluation process on service quality
Involving the service users of a health and social care service provider firm in the service
quality evaluation measures will help in proper planning of the effective measures which will
help in proper assessment of the health care services and products offered by the service
providers. The public reviews that are been undertaken by the organisation will help in carrying
out of the services which are been followed by the enterprise. The involvement of the customers
or service users will help the management of health and social care setting to provide the patients
with high quality services and hence it will help in improving the quality of services and thus,
will lead to the improvement of the products and service qualities in an effective way. As the
service users of customers will be satisfied, they will look after proper evaluation of the service
quality and hence will help in identifying the scope of improvement for the organisation in a
significant manner.
The involvement process will also support the development of a positive perception about
the health and other growth measures which are been carried out by the organisation (Gradinger
and et.al., 2015). It will support the health and social care enterprise to tackle maximum number
of complaints, improve their product or service quality and increase the satisfaction level of the
organisation in a suitable manner. The quality monitoring and governing bodies like CQC will
also see through the involvement of service user in their assessment in order to improve the
quality of their services and improve their weaker areas.
CONCLUSION
Based on the effective assessment of the various health and social care measures which
are been carried out by the firm. The evaluation of the perspectives of the stakeholders and role
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of external agencies is been carried out with the proper evaluation of problems at the work place.
Suitable strategies with the standards in health and social care with suitable involvement of
quality management system is been carried out. This will help in the proper assessment of the
systems and quality measures undertaken by the firm will influence the systems, policies and
procedures along with the evaluation of the health and social care service measure in regard of
external and internal perspective and involvement of health service users in quality assessment is
been carried out for effective evaluation of health and social care services.
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