Analysis of Quality Management Strategies in London NHS Healthcare

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Managing Quality in Health and Social Care
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Contents
Introduction......................................................................................................................................4
LO1) Understanding the perspective of Health and social services in terms of quality.................4
Q1) Stakeholder’s perspective with the health and social care in terms of quality (P1.1)..........4
Q2) Role of external Agencies for maintaining the quality of healthcare. (P1.2, M1)...............5
Q3) Impact of poor service quality of the stakeholder connected for the social care
organisation. (P1.3)......................................................................................................................7
LO2) Understanding the strategies of grating the quality in health.................................................8
Q4) Explaining about the standards for maintaining quality in residing care facilities [P2.1]. . .8
Q5) Evaluating the approaches for applying quality systems [P2.2, D1]....................................9
Q6) Analysing the potential barriers for delivering quality health and social care services
[P2.3, M3]..................................................................................................................................10
LO3) Evaluating the systems, procedures and policies in health care and social care..................11
Q7) Effectiveness of policies and procedures for quality services [P3.1, D2]..........................11
Q8) Analyse factors for influencing the achievement of quality [P3.2, M2]............................12
Q9) Suggesting ways for improving quality in health and social care facility [P3.3]...............13
LO4) Understanding the methodologies of health care and social care service quality................15
Q10) Evaluating the methods of health & social service quality with external and internal
perspectives [P4.1, D3]..............................................................................................................15
Q11) Impact that involves the users of services on service quality [P4.2]................................16
Conclusion.....................................................................................................................................17
References......................................................................................................................................18
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Introduction
The study introduce about the importance of all team management in the Healthcare sector of
London. The case study is linked with the different quality management safety and the factors
affecting according to the situation. Also the study has introduced about the approaches for
implementing the different quality system in London’s NHS. In the last, it will suggest the
different ways for improving the quality of social care services and effectiveness.
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LO1) Understanding the perspective of Health and social services in terms of
quality
Q1) Stakeholder’s perspective with the health and social care in terms of quality (P1.1)
Q2) Role of external Agencies for maintaining the quality of healthcare (P1.2, M1)
Q3) Impact of poor service quality of the stakeholder connected for the social care
organisation. (P1.3)
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FACTSHEET
Q1) Stakeholder’s perspective with the health and social care in terms of quality
(P1.1)
According to the scenario of Alicia Richman, the quality in NHS hospital was not at all
acceptable and the vulnerable patient was diagnosed in a wrong way in the initial stage
(Frow, et al. 2016). The stakeholder of NHS hospital should have adopted the standard
of health and home services in the initial stages for offering satisfaction to the patient.
The different stakeholders of the organisation are:
Service users: The perspective of service users in NHS depends on the way they think.
The quality of the organisation should understand the essential of the patients and the
need of service according to their diseases. The service user should understand not to
miss the basic needs or requirements of the individual who seeks for better service in the
hospital. According to the scenario in the hospital could not meet the basic rules for
which the service users have failed by treating the patient in a wrong way. Thus, it has
created a negative perspective in terms of quality service (Van Zwanenberg, and
Edwards, 2018).
Staff members: The staff member includes senior nurse and doctors, caretakers, employees
in cleaning department, documentation department etc. According to them the quality can be
termed as the outcome of service user and focus on the positive impact of the treatment. The
perspective of adopting the skills for proper care and treatment, taking correct decision for the
patient, availability of instrument and different medium of treatment can be considered as the
high quality services. The staff members should implement the policies and procedures which
is essential for promoting the quality service.
Technicians: In 21st century digital world, the organisation can adopt TQM as the staff
depends on the technicians which can help to maintain the high quality standard. Adoption of
those can also help to improve in the recording of data, auditing and supervision of feedbacks.
Legal bodies: The care quality Commission can help to make difference in adopting the
quality care and monitor the critical diseases like cancer etc with weekly observation,
Surgeries etc. This will help the organisation to improve the service and complete with other
competitors in the market (Gradinger, et al. 2015).

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Q2) Role of external Agencies for maintaining the quality of healthcare (P1.2,
M1)
National Institute for Health and Care excellence (NICE): This is an executive
non departmental public body which has focused on the four areas of the
organisation:
 It has adopted to understand the health Technologies and improve in the
existing medicines, treatments and procedures.
 The body was adopted for maintaining the guidance on the appropriate
treatment for complex diseases like cancer, tuberculosis etc.
 It has focused on the guidance for public sector workers on health
Promotion and ill-health awareness.
Care Quality Commission (CQC): This is a public body which focus on non-
departmental part of the UK.
The three predecessor organisation have adopted in relation to CQC:
 the Healthcare Commission
 the Commission for Social Care Inspection
 the Mental Health Act Commission
After setting CQC safeguards the NHS Trust can get the basic facilities like:
 Regulating and supervising the services at the home and social care.
 Ensuring the rights of the vulnerable people.
 Taking actions of the social cares do not meet the predefined standards.
Q3) Impact of poor service quality of the stakeholder connected for the social care
organisation. (P1.3)
The vital part of stakeholders focus on managing the health services and the required
quality that maintains the standard (D’Avanzo, et al. 2017). According to given scenario,
there has been a negligence of the cancer treatment and thus the stakeholders adopted
various steps for improving in hygiene, behaviour of staff, communication amongst
professionals, and waiting time for treatment. The lack of treatment, behaviour has resulted
Alicia Richman in delay in treatment. The process and approach that NHS organisation is
following now is focusing on direct impact of stakeholder involvement.
One of the major reason behind the lack of poor quality in health care services are lack of
concentrating and monitoring, offering the vital information for protecting dangerous
diseases. Also, optimum utilization of resources is another issue for managing the rules
and standard in the NHS organisation (Aveling, et al. 2016). In relation to this, the lack of
knowledge in human resources could not meet for managing the quality service. The issues
for maintaining the poor health care services have influenced the decision of other patients
in the West London health care services. The different stakeholders like government body
and different employees of different department needs are now taking initiatives for
encouraging the quality service. The utilization of different services is now improving the
personal and professional health care services by minimising the issues.

LO2) Understanding the strategies of grating the quality in health.
Q4) Explaining about the standards for maintaining quality in residing care facilities [P2.1]
The idea for standardizing the advance activities in the Healthcare sector can help to improve the
quality and guarantee the patients with proper care environment. According to standard by CQC,
NICE, code of practice and NMC one of the major path for maintaining a positive impact in the
resident care area is to implement this standards which will ensure a quality by enhancing the
capacity of the user for staying safe in the health sector. The different factors focus on
transforming the health and social care by aiding humanity in their endeavours. The major
instrument countering the discrepancies are adopting the quality assurance, control and Audit
which relies on the human and technical intelligence (Zimmermann, et al. 2016). The improper
activities can lead to inefficiencies in the service sector which can challenge the guarantee
quality Service Delivery. Quality standards for health and social care provide the health service
command which can help to measure the level of improvement that is required in the health and
social Care Organisation. The organisation of London NHS have already adopted measures for
measuring the level of improvement required however the organisation need more precautions
for safety issues which can be done to different standards. According to the scenario it is very
important for the organisation to set the the standard ISO 9000/14000 along with the other
standards mentioned initially for indicating the aspects of maintaining the service quality
(Gradinger, et al. 2015). The standards adopted by CQC and MNC will help the organisation to
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conduct counselling in a large way and solve the issues by developing the required amount the
staffs, nurses and doctors.
The codes of conduct of the Healthcare and must acquire will improve and fulfil the needs of a
patient. This will provide a strong base for health and social care and will also evaluate and
compare the standard with an existing process in the organisation. Beside this, it will remove the
loopholes and abide by the aspects effectively. While maintaining the quality standard is
important it is also important to maintain the responsibility of the order towards technology for
flexible services and clear communication among the individuals working in the organisation
(Van Zwanenberg, and Edwards, 2018).
Q5) Evaluating the approaches for applying quality systems [P2.2, D1]
To maintain the continuous growth and improvement of quality service in the organisation
understanding the value of TQM is very important. Applying of Total Quality Management
can improve in the technical fields of Health Services and will remove the issues that are related
with the standards like documentation of service seekers and for the employees working in the
administration process (Polese, et al. 2019). The application of the quality management process
in the entire organisation strengthen the cross departmental lines and will increase the
satisfaction. Also it will focus on current data of the Healthcare organisation so that each and
every data gets recorded effectively. The old records should also get recorded along with the new
records. Another quality system that can be adopted is the bench marking system that will help
the organisation to compare and implement the basis solution (Sharma, et al. 2019). Along with
this organisation can also adopt the various government documents for maintaining guidelines
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and regulation. The different policies and procedures that will implement in the different
situation of the organisation will help to take action for immediate emergencies and will also
inform the family members immediately. Also the policies have been adopted for controlling the
infectious diseases. By following the measures the organisation will be able to handle the
infectious waste and treat the residence by removing the complaints.
To apply the approaches adequate and efficient the amount of staffs should be trained and the
quality of services should be maintained on time. Adopting appropriate resources can help to
implement the TQM easily in the organisation (D’Avanzo, et al. 2017). It will also never face
any legal consequences and will always create positivity in the market which will increase the
revenue. Also it will serve the service users on time by reducing the waiting period.
Q6) Analysing the potential barriers for delivering quality health and social care services
[P2.3, M3]
The purpose for delivering the Quality Services includes internal as well as external barriers. The
several potential barriers has been observed in NHS in according to the history which has created
a huge problem for the patients. The lack of improvement in the technology and in the
communication of the staff has increased the dissatisfaction of the patient. This has resulted in
four heading of the service seekers and has degraded the health of the patient. The incorrect
treatment plan, ignorance, and the problem for cleanliness have forced Alicia to file a complaint.
Also the organisational structure is another issue in the organisation. For gaining the quality
standard it is very important for the organisation to maintain the value and ethics medical
facilities (Aveling, et al. 2016). The external videos like Health Insurance, financing system,
improper medicine and lack of family support has created a problem and has led to an adverse
condition. Other than this, the management system of the organisation has also created a problem
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in the innovative changes in the organisation. This has not only affected the health of the patient
but also has impacted on the image of the London NHS organisation. The mismanagement and
improper structure of the organisation can be due to poor financing system. The lack of
production quality system in the London NHS can cause a poor leadership and development of
the staff in the organisation. Also the lack of training and development programmes can be other
factors for improving the Quality Services and the management system. It is also very important
for the organisation to focus on the motivation of the employees working in the environment.
This will increase the quality service and will remove the obstacles delivering the best service
(Fraser, 2019). The different staff members will be able to resist the changes which are
implemented within the organisation only when the employees are trained initially and
communicated properly.
LO3) Evaluating the systems, procedures and policies in health care and
social care
Q7) Effectiveness of policies and procedures for quality services [P3.1, D2]
The system, procedure, rules and regulation must be followed in the organisation for safety of
individual. This is usually belongs from the local and designed by the employer which gets
implemented by the government in the country. In UK, the NHS hospital has focused on their
own policies and has set main rules and regulation under the health and safety at work act 1974
(Manalo, 2016). This act has provided the basis of Health and safety law which has plays the
general duties on the people at work which includes employers and employees. It is important for
NHS to focus on the nurses for providing the palliative care especially to the elder patients and
the patients who are facing issue with heart attack and cancer etc. This care will ensure the
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necessary care treatments that will be helpful for description according to the situation of the
patient.
The specific policies and procedures according to the scenario in the London NHS is the quality
health and social care Institute which are incorporated with the different services of the
organisation (Zimmermann, et al. 2016). According to the national government of UK, the basic
rights of individual in the country are to obtain the safety and clean health service care for both
public and Private Health Care system.
Recently, the organisation has supported the regulation which has been proposed by CMS,
EMTALA, and council of health and social care. Centers for Medicare and Medicaid Services
(CMS) Emergency Medical Treatment and Labour Act (EMTALA) are implemented because of
the emergency department that will help to provide the care for emergency medical condition on
an urgent basis without scheduling the appointment. Along with this procedure the organisation
has also focused on the positive impact on the health care system by maintaining the operational
activities and practices.
This has not only improved the efficiency of the business but also has gained a lot of trust among
the patient in the different departments of the organisation (Zuabi, et al. 2016). According to the
analysis of the case study, it has been considered that the system and policies by the NHS have a
huge changes in the quality service of the health sector. This has improved the expectation of the
patients for meeting the satisfaction level. The organisation has recently adopted continuous
feedback from the patient and from the employees for improving the business service and
analysing the need of new policies for encouraging the quality.
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