Managing Quality in Health and Social Care: A Comprehensive Analysis

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MANAGING QUALITY IN HEALTH AND SOCIAL CARE
3/29/2019

Table of Content
Introduction:...............................................................................................................................................3
Task 1:.........................................................................................................................................................3
1.1: Explain perspectives that stakeholders in health and social care have regarding quality:...................3
1.2: Analyze the role of external agencies in setting standards:..................................................................3
1.3: Assess the impact of poor service quality on health and social care stakeholders:.............................4
Task 2:.........................................................................................................................................................4
2.1: Explain the standards that exist in health and social care for measuring quality:................................4
2.2: Evaluate different approaches to implementing quality systems:........................................................5
2.3: Analyze potential barriers to delivery of quality health and social care services:................................5
Task 3:.........................................................................................................................................................6
3.1: Evaluate the effectiveness of systems, policies and procedures used in a health and social care
setting in achieving quality in the service:...................................................................................................6
3.2: Suggest ways in which the health and social care service could improve its quality:...........................6
3.3: Suggest ways in which the health and social care service could improve its quality:...........................7
Task 4:.........................................................................................................................................................7
4.1: Evaluate methods for evaluating health and social care service quality with regard to external and
internal perspectives...................................................................................................................................7
4.2: Discuss the impact that involving users of services in the evaluation process have on service quality.
.................................................................................................................................................................... 8
Conclusion:..................................................................................................................................................8
Reference List:.............................................................................................................................................9
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Introduction:
The primary aim of the assignment is to discuss various perceptions of stakeholders associated
with healthcare industry. Along with this, the assignment also discusses some of the major
external agencies and their impact on the healthcare industry as well. A number of barriers are
also discussed within the assignment. And finally the assignment also discusses the methods
used by the health and social cares with respect to both external as well as internal point of view
are also discussed in the assignment.
Task 1:
1.1: Explain perspectives that stakeholders in health and social care
have regarding quality:
In general, the quality of health and social care varies with every individual. Some of the
previous clients might not prefer home care service provided to them.
Point of view of workers: the healthcare workers are liable to provide adequate quality of
service to their healthcare customers. The quality of their service can be enhanced are provided
ample amount of motivation. The process of motivating the healthcare employees can be done in
both via monitory and non monitory manner.
Point of view of the technicians: technology plays a crucial role in the reputation of any
healthcare institute and their overall performance as well. Hence, it is important that the higher
management of any healthcare organization has equipped them with cutting edge technology.
Along with this, providing frequent training to the existing workers in order to make them more
familiar with new technology can also improve their efficiency as well (Trivedi, et al. 2018)
1.2: Analyze the role of external agencies in setting standards:
Although there are a number of external agencies have a deep influence on healthcare
organizations, however, two of the most important ones are described below:
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Care Quality Commission: it is also known as CQC. This external agency in UK is responsible
to look after the overall quality of the service provided by healthcare agencies in the country.
This external agency is known for their strict measures which have to abide by all the healthcare
organization in the country. If any healthcare organization fails to meet their quality standards,
they have to go through legal action taken against them by the agency.
National Institute for clinical excellence: the prime focus of this agency is to provide advice to
health and social services on a regular interval. Thus by doing so it allows all the existing
healthcare organizations to upgrade their quality of service. This agency is also responsible to set
up standards for home and social care service (Trivedi et al. 2018).
1.3: Assess the impact of poor service quality on health and social care
stakeholders:
It is important to note that the overall quality of the service provided to the customers is the
primary identity of all the existing healthcare organizations. Hence, it can be stated that, a drop
in the quality of the service hinders the reputation of healthcare organization. The service
provided by the healthcare organization is very diverse in nature. It is not limited to checking the
health related issues of their customers. The service also includes transparency in financial
transaction as well the behavior of the healthcare professional attending their customers. Also
poor technical capacity is also considered poor quality service. The healthcare organization
needs to understand the fact that the impact of poor service on their healthcare customers can be
fatal. Thus, a series of such cases can completely cripple the reputation of the healthcare
organization and may lead it to face severe legal issues. As a result, the customers might lose
their faith on the particular organization thus causing them a huge loss in their business (Fink-
Samnick et al. 2018).
Task 2:
2.1: Explain the standards that exist in health and social care for
measuring quality:
It is important to understand that, with each passing days, the services of healthcare
organizations is getting extremely complex. Increase in population is a major issue. However, the
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most underlying reason which is responsible for this complexity is the poor life style choice
made by most of the individuals. Hence, like earlier days, when a small amount of treatment all it
took to reduce the health issues of most of the customers, at present even a small health issue can
cause fatal outcomes for the customers. Hence, the healthcare professionals are forced to come
up with better treatment methods in order to counter such problems. Hence, agencies such as
NHS are updating their quality standards very frequently. The quality standards for health and
social care were formally inaugurated in the year 2006. The quality standards are also useful to
update the overall style of leadership and approaches which allows the healthcare professionals
to provide better services to their customers (Sujan et al. 2018)
2.2: Evaluate different approaches to implementing quality systems:
A number of healthcare organizations are adopting Total Quality Management in order to make
sure that their quality in service is improved art a constant rate. A number of home care
organizations rely on quality assurance due to the fact it concentrates on even on the minor issues
that revolves around formalities such as documentation of various other customers as the
employees who are attending them and the entire process of administration. Along with this,
another very common reason which make the Total Quality Management so popular in most of
the healthcare organization now a days due to the fact it allows the higher management of an
healthcare organization to analyze their structure and mitigate them in a very small interval of
time. And finally, the most contributing factor which makes Total Quality Management so
effective due to the fact it can actually be used to enhance the customer satisfaction probability to
new height (Franklin et al. 2018).
2.3: Analyze potential barriers to delivery of quality health and social
care services:
Like any other industry, there are some barriers which if not mitigated with immediate effect,
can hinder the growth any healthcare organization dramatically. These barriers can be both
external as well internal. One of the biggest internal barriers of any healthcare organization can
be their outdated technology. This can cause a dramatic drop in the quality of service given to the
customers. A number of issues can be seen when any organization is unable to update their
arsenal of technology. Another major internal barrier can be inadequate communication system.
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Thus as a result, the customers of the healthcare organization might feel dissatisfied. The
external barriers might include dysfunctional financial system or insurance (Burke et al. 2018).
Task 3:
3.1: Evaluate the effectiveness of systems, policies and procedures used
in a health and social care setting in achieving quality in the service:
A number of healthcare organizations is giving a huge priority to train their staffs with palliative
care in order provide better care to their aged customers. Along with this, via this training the
staffs of the healthcare organization will also have a better ability to deal with the customers who
are suffering from diseases such as heart attack and few forms of cancer. The staffs that go
through palliative care have a better understanding about the needs of their customers with
proper description. A number of healthcare organizations are adopting various policies which
ensure that a number of healthcare customers get adequate service and that too within a price that
is well within their budget. Along with this, the healthcare organizations are also providing better
incentives in order to motivate their staffs. Thus by doing so, it allows them to perform better at
their respective workplace. Special perks and facilities are also been provided to them (Birnkrant
et al. 2019).
3.2: Suggest ways in which the health and social care service could
improve its quality:
There are a number of factors which plays key role to achieve a high quality service in health and
social care. First and foremost in health and social care, the customers expect to get faster
response to their health issues. The shorter the response time, the more quality service it can
provide. Along with this, keeping a good documentation regarding a particular healthcare
customer regarding their current health status and predicting any future issues can also be a good
influence the achievement in quality service. Another major factor is transparency in financial
transaction. There are few cases due to hidden cost the customer had to pay a much higher price
than what was promised to them. This can cause the healthcare customer lose faith in their
respective service providers. Hence, such activities should be avoided. And finally, organizations
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which decided to set up a high quality service for their customers’ needs to make sure that they
are equipping themselves with latest machinery (Nyström et al. 2018).
3.3: Suggest ways in which the health and social care service could
improve its quality:
There are various elements which should be assessed for the advancement of wellbeing and
social consideration. Most importantly in wellbeing and social consideration, the clients hope to
get a quicker reaction to their medical problems. The shorter the reaction time, the greater quality
administration it can give. Alongside this, keeping great documentation with respect to a specific
human services client in regards to their present wellbeing status and foreseeing any future issues
can likewise be a decent effect on the accomplishment in quality administration. Another central
point that should be improved is straightforwardness in a budgetary exchange. There are not
many cases because of shrouded cost the client needed to pay an a lot more expensive rate than
what was guaranteed to them. This can make the social insurance client lose confidence in their
particular specialist co-ops. Consequently, such exercises ought to be dodged. Lastly,
associations which chose to set up an astounding administration for their clients' needs to ensure
that they are outfitting themselves with the most recent apparatus (Davies, et al. 2018).
Task 4:
4.1: Evaluate methods for evaluating health and social care service
quality with regard to external and internal perspectives.
In order to deal with external environment that influences the health and social care
organizations Care Quality Commission is extremely helpful. Care Quality Commission or CQC
also helps the healthcare organizations to document all the external factors in which any
particular organization is operating in. the internal operations on the other hand Total Quality
Management or TQM is responsible for handling internal matters of health and social care
organizations. For example, TQM can be used to monitor all the flow of capital used for various
operations within and outside of a health and social care corporation. Thus, by doing so, it can
actually mitigate all the additional expenses which was not brining desired results. Along with
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this, TQM is also used to monitor the expectation of the customers with better depth.
Administrative process can also be improved with the help of Total Quality Management.
4.2: Discuss the impact that involving users of services in the evaluation
process have on service quality.
The overall impact of involving healthcare customers in the process of evolution has a direct
impact on the quality of service provided by the health and social care organization. The biggest
change the higher authorities can notice is the in depth understanding of the requirements of their
customers. Thus, it allows them to serve them better. It also reduces the chance of failing the
expectations of their service seeker to a good extent. The level of innovation to solve complex
health issues of their service seekers will also improve if the healthcare organization involves a
vast diverse of service seekers in their evolution process (Dowding et al. 2018).
Conclusion:
The task unmistakably examines the perspective of various partners in the wellbeing and social
consideration administrations, which incorporate the perspective of administration searchers,
specialist co-ops, professionals, and different other legitimate bodies. At that point the job of two
outer organizations Care Quality Commission and National Institute for clinical perfection
depicted well. Alongside this, the effect likewise portrayed of poor consideration with regards to
business association and administration searchers. Benchmarks of the wellbeing and care
industry are likewise talked about so as to gauge quality. At that point the assessment of various
methodologies executed to quality framework is talked about with the potential hindrances.
Viability of arrangements, techniques, and framework which are utilized in the social insurance
for the accomplishment of the quality administrations likewise portrayed. In this task, the
specific techniques likewise included improving the nature of home consideration
administrations.
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health visitors. Routledge.
Davies, H.T., Tavakoli, M., Malek, M. and Neilson, A. eds., 2018. Managing Quality: Strategic
issues in health care management. Routledge.
Sujan, M., 2018. Managing health IT risks: reflections and recommendations. Journal of
innovation in health informatics, 25(1), pp.007-013.
Burke, L., Kirkham, J., Arnott, J., Gray, V., Peak, M. and Beresford, M.W., 2018. The transition
of adolescents with juvenile idiopathic arthritis or epilepsy from paediatric health-care services
to adult health-care services: a scoping review of the literature and a synthesis of the
evidence. Journal of Child Health Care, 22(3), pp.332-358.
Fink-Samnick, E., 2018. Managing the Social Determinants of Health: Part I. Professional case
management, 23(3), pp.107-129.
Franklin, P., Arber, A., Reed, L. and Ream, E., 2019. Health and social care professionals’
experiences of supporting parents and their dependent children during, and following, the death
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Herron, A.R., Kennedy, A., Kinnett, K. and Naprawa, J., 2018. Diagnosis and management of
Duchenne muscular dystrophy, part 3: primary care, emergency management, psychosocial care,
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Trivedi, D.P., Braun, A., Dickinson, A., Gage, H., Hamilton, L., Goodman, C., Ashaye, K.,
Iliffe, S. and Manthorpe, J., 2018. Managing behavioural and psychological symptoms in
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community dwelling older people with dementia: 1. A systematic review of the effectiveness of
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