Managing Quality in Health and Social Care: A Rose Meadow Case Study

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Managing Quality in Health and Social
Care
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Executive summary
The report is focused on managing quality of care regarding case study of Rose Meadow after
Care Quality Commission (CQC) inspection. It is important to ensure the responsibility
regarding quality measurement with healthcare settings. The external agencies set the
standards regarding clinical guidance and health services. It is effective to establish and
ensure the health and social care with establishing the health and social care implementation
towards the service users. This is recorded to protect service use and incidents regarding
CQC essentials and investigation regarding care quality.
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Table of Contents
Introduction................................................................................................................................3
LO1............................................................................................................................................4
1.1 Explain perspectives that stakeholders in health and social care have regarding quality....4
1.2 Analyse the roles of external agencies in setting standards.................................................5
1.3 Assess the impact of poor service quality on health and social care stakeholders..............6
LO2............................................................................................................................................8
2.1 Explain the standards that exist in health and social care form ensuring quality................8
2.2 Evaluate different approaches to implementing quality systems.........................................9
2.3 Analyse potential barriers to delivery of quality in health and social care services..........11
LO3..........................................................................................................................................12
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........................................................12
3.2 Analyse other factors that influence the achievement of quality in the health and social
care service...............................................................................................................................13
3.3 Suggest ways in which the health and social care service could improve its quality........13
LO4..........................................................................................................................................15
4.1 Evaluate methods for evaluating health and social care service quality with regard to
external and internal perspectives............................................................................................15
4.2 Discuss the impact that involving users of services in the evaluation process has on
service quality..........................................................................................................................16
Conclusion................................................................................................................................18
Reference list............................................................................................................................19
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Introduction
The study has aim to develop and establish the care and support towards the service users
regarding case study of Rose Meadow Care Home. Managing quality is foremost and
concerned area in health and social care. The health and social care settings include the
different perspective for developing and enhancing the quality of treatment and care for
service users (Ellner et al., 2015). The care home provides effective accommodations,
personal nursing and care to establish the quality management as per CQC’s inspection
regarding quality of care. The study will focus on stakeholders regarding improving social
care in the Rose Care. Additionally, standards, system and policies on Rose care regarding
health and social care will be discussed. TQM and methods to identify the health and social
care will be focused to developing concept in health and social care setting.
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LO1
1.1 Explain perspectives that stakeholders in health and social care have regarding
quality
Quality care:
According to Little et al. (2019), quality care refers to services provided to service users that
allow health services that are provided among individuals and society. The quality care is
involved to measure the updated professional knowledge and expected health outcomes to
establish the process with updated and advanced professionalism by healthcare professionals.
Stakeholders:
Stakeholder is considered as individual and group, who have responsibility regarding the
outcomes and establishing organisation’s objectives. The stakeholders in Rose Meadow Care
Home include the monitoring of care with planning and external care services. They are the
people with establishing the organisation’s objectives and planning process with establishing
the quality of care. The stakeholders in any health and social care setting include both
external and internal stakeholders (Oham and Macdonald, 2016).
Perspectives of three stakeholders about service quality of the organisation
Perspectives of one’s view and opinion focus on establishing own expectations and outcomes
based on their expectation in health and social care. The key stakeholders in Rose Care
include staffs, GPs, service users, providers, nurses, and others.
General Practitioner (GP): The GP in Rose Care follow the specific roles and
responsibilities to focus on patient demand and requirements. GPs have another expectation
and outcomes regarding right storage and expectation due to recommending the perspectives
for allowing maintaining patient’s quality care. It can be developed due to establishing the
GP’s purpose and development to by expecting the GP’s regards and patient’s medication
within Rose care (Hardyman et al., 2015).
Care users:
Care users in Rose Meadow Care Home need to develop the specific roles and demands due
to establishing the rights in healthcare setting. Care users’ perspectives include their different
categories due to establish trust and understating on healthcare services. This is effective to
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follow the opinions due to enhancing and rights and healthcare organisational establishments,
as they want effective treatment with respect and dignity due to rights in healthcare. In
perspective of healthcare services, if the quality is not met, the service users’ perspectives
towards any specific service or healthcare organisation.
Nurses:
Nurse’s perspective is focused and it depends on establishing the service user’s development
and rights. The nurses have different nursing ethics and awareness due to establishing the
service enhancement and individual rights regarding healthcare services. Within Rose care, it
is effective to understand the nursing principles and ethics to focus on patient care and quality
of care. The perspectives can be influenced due to developing the organisational development
and quality of care for patients (Maybin et al., 2016).
1.2 Analyse the roles of external agencies in setting standards
External agencies in HSC
External agencies in health and social care involves the regulatory bodies that are mainly
responsible for regulating care services regarding quality check in the organisation. CQC,
SCIE, NICE, WHO, NMC and other care services have roles to regulate the development
with organisational development and guidelines regarding measuring quality and improving
the care measurements.
The role of three external agencies with the importance of their standards setting
Care Quality Commission (CQC):
CQC focuses to ensure the organisational setting to develop and influence the quality and
measurements to comply with safety and standard establishment (Cqc.org.uk, 2019). It is
effective to develop and measure the facility and inspection regarding the quality of care and
social development regarding quality of care with social platforms. CQC has role to decide
the treatment process regarding importance of security and quality standards for providing the
platforms for carrying out standards in healthcare settings.
Nursing and Midwifery Council (NMC):
Main role of NMC includes the interest of professionalism with establishing the midwifery
and nursing principles with developing the care quality (Nmc.org.uk, 2019). NMC has role
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with establishing the process for the nurses and midwives. In the UK, the NMC has initiated
codes and ethical principles regarding nurse’s responsibility and ethical principles. It is
effective to focus on delivering the clear and transparent efficiency while providing care
towards the patients. This is effective to provide the necessary training and delivering the
standards of investigating the midwives and nurses roles regarding standards in Rose Care.
The National Institute for Health and Care Excellence (NICE):
NICE provides the proper guideline regarding health related topic with establishing the
effective standard practice within the care service (NICE, 2019). It is important to develop
the necessary roles and responsibilities regarding health and social care delivery lifestyle and
wellbeing, population group to establish the protected care delivery with developing excellent
care quality regarding health and social care and treatment delivery. NICE has effective
guideline regarding standard development and checking quality of care and treatment (NICE,
2019).
1.3 Assess the impact of poor service quality on health and social care stakeholders
Poor service quality:
Poor quality can be defined to establish the requirements and standards regarding the
development with service users that are focused to have impact over stakeholder’s
performance and activities. Poor quality refers to when the quality of service does not meet
with governing bodies and government regulation regarding serious impacts over the
stakeholders. It is effective to establish standard quality and health quality towards the
patients. The stakeholders have responsibilities regarding serious impact of stakeholders over
investigating the other’s role to provide the treatment towards the care users (Kondasani and
Panda, 2015). This is focused to establish below standards within the care home.
The impact of poor service quality on three stakeholders
Impact on General Practitioner:
General practitioners have responsibility to influence the service quality and quality check
within care home. This is focused to create the pressure and additional development and
regarding the reputation of care home (Ellner et al., 2015). GPs have impact that they are
responsible for poor quality of service to provide the social care and services. This is focused
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to establish the social care and health development due to providing effective care towards
the patients. They can focus on quality of care that is given to patients.
Impact on care users:
The care users have responsibility regarding maintaining care provisions. It is effective to
develop and establish the standard belief and trust regarding care quality and standard within
the care homes. It is effective to focus on measuring the care quality and standard regarding
care quality and responsibility. They receive the quality approach and refuse sometimes about
any particular disease and treatment. This can initiate poor service and quality in healthcare
settings. The service users have responsibility regarding external forces and pressure
regarding external forces (Wager et al., 2017).
Impact on nurses:
Nurses have the responsibility to conduct the care towards their patients. They have impact
by not caring or not focusing on regular and daily treatment and care delivery to care users.
The nurse’s impact is important to focus on establishing the belief and care provisions while
establishing the quality approach and standard development in order to maintain quality care
(D’Andreamatteo et al., 2015). It is important to focus on encouraging and ensuring to
develop and maintain the care with ethical consideration due to developing the care and care
quality as establishing the rights and standards as being registered nurse in health and social
care settings.
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LO2
2.1 Explain the standards that exist in health and social care form ensuring quality
Standards:
Standard refers to establish the organisational rules and regulations due to maintaining the
guideline and standards while establishing the care provisions. It is taken to ensure the
legislation and laws that are applied in healthcare settings (Ross et al., 2016). This is referred
to help health care settings for achieving the CQC standards. As per CQC report, it is found
to carry out the standard as establishing the changes that are required to improve the quality
care. CQC inspection includes the care quality within the healthcare.
Different purposes of standards in HSC:
There are different purposes that the healthcare standards follow. Codes of nursing ethics,
CQC standard and other standards have purpose to focus on application and care quality of
standards within the healthcare. The standards are effective to improve the legal and
legislative activities within the care setting. The different purposes include the care quality
and service provisions due to protecting the quality and care in the care home (Wight et al.,
2016). CQC standards have data requirement with improving and managing the quality in
care home. It is effective to develop the quality for Rose Meadow.
Three standards from the agency
CQC standards:
CQC standards have some divisional categories with meeting the quality in healthcare
provisions. It is required to ensure the safe and quality care towards the patients (Cqc.org.uk,
2019). CQC requirements are engaged to focus on people’s wellbeing and health as
qualifying the wellbeing and safeguarding for individuals in healthcare settings. The
fundamental standards have applied to help the staffs regarding day-to-day roles.
National Committee for Quality Assurance (NCQA):
NCQA is set to establish the quality and management with establishing the medical home
recognition with special practice of care (NCQA, 2019). This standard is used to develop and
establish the digital quality and improving quality of home care. It focuses on better choices
for better health. It is established to exist for better health. Quality assurances and
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investigation against bad and ineffective care are taken place to consider the quality
management and better choice in health practice.
Codes of Professional standards of practice and behaviour for nurses, midwives (NMC):
The code of practice for nursing and midwifery focuses on developing the professional
promotion and trust towards the collaboration and nursing practice in the UK. NMC codes
have standards to preserve safety and professionalism within the healthcare organisations
(Nmc.org.uk, 2019). This is established due to establishing and developing the themes and
trust regarding nursing practice and professionalism with codes of practice with reinforcing
the nursing ethics and collaboration to bring fitness in practice.
2.2 Evaluate different approaches to implementing quality systems
Quality systems:
Quality system includes the policy and procedures to help the effectiveness for improving
quality care. Total quality system in Care Meadow is ensured to enforce the continuous
effective process as regarding continuous opinions to explain the development and quality of
care.
Total quality management (TQM):
TQM is measured as comprehensive quality check with continuous improvements and quality
improvements that is based on feedbacks received from clients, staffs and other external
agencies (Harris et al., 2017). This includes the care improvement and quality management
with establishing the treatment and effective contribution towards the quality services and
management.
Four principles of TQM
 Customer focused is one major principle with establishing the level of quality for
them. Customer-focused principle helps to integrate with quality development and
improvement. It determines the quality by providing training employees, developing
design process, integrating quality towards care users (Demarzo et al., 2015).
 Fundamental principle of TQM focuses on process-centred as process thinking. This
established to monitor and detect the transformation and unexpected variations. This
develops the functional interconnection on process thinking.
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 Integrated system is considered as different functional development with establishing
the horizontal processes with interconnection by developing the horizontal care
(Lamont et al., 2016). The care system in TQM establishes the target processes for
implementing the strategy to cover the critical processes continuously as processing
the business performance.
 Decision-making is integrated with establishing the achievement and improving the
accuracy in healthcare setting. This principle helps to develop the achieving
consensus and allowing predication on patient history.
Advantages and disadvantages of TQM
Advantages of TQM involve the developing and improving leadership within healthcare
setting. It helps the organisations regarding communication and team working skills
(Almajali et al., 2016). TQM boosts the efficacy and superiority of service development and
quality approach towards the customers.
Disadvantages of TQM include time consume and cost for maintaining TQM in health and
social care setting. Lack of efforts and resources to establish the success about TQM program
is another disadvantage. The system is costly and time-consuming for implementing TQM.
Another approach to quality
ISO: Setting Standards for Consistency is consider as another process to measure the current
practice and care standards within care settings. ISO is developed due to measuring the
service standards and international development with each other. International standards are
enforced to be confident about the services and international standard development (Slade,
2017). It has benefits that addressing international standards help the organisation to be
competent, successful and focused towards the clients and service users. The health
organisation gets helps to establish the good quality and better regulation with ISO standards.
Between the two approaches of quality measurements, TQM is more effective as it helps the
organisation to focus on improved and better quality. Effective communication and team
working capacity are improved due to developing TQM as per the case study of Rose
Meadow. TQM is better approach as it helps to focus on explaining and focusing on quality
service and customer satisfaction. Though it is time consuming, it is simple and applied easily
in Rose Meadow to improve and set criteria for measuring quality improvements.
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2.3 Analyse potential barriers to delivery of quality in health and social care services
Barriers:
Barriers refer to preventing any organisation to achieve the aim and objectives set by the
authority in the organisation. The barriers can be considered as lack of leadership, training,
areas of unsafe care, legislative concerns, poor oversight of care, and others. The barriers can
be both external and internal barriers reading establishing the legislation and standard
development with developing the leadership approaches (Reiss-Brennan et al., 2016).
Three potential barriers from the organisation
Unsafe care:
In Rose Meadow, it is found that unsafe care is barrier to achieve the organisation’s goal and
objectives. Unsafe care is reported as per CQC report in Rose Meadow. This is focused to
restrict the control and choice regarding patient care
Legislative concerns:
Legislative concern and standards are applied to check the quality care. There are several
legislative processes to check the care quality. The laws and legislations are considered as
concerning the indication to prevent the service in Roe Meadow. Laws and legislations
indicate the proper standards regarding establishing the important aspects regarding care
standards.
Staff training:
Stagg training is another barrier as it is found in effective health and social care setting. This
is effective to enhance and understand the responsibility degrading training. The untrained
staffs cannot make proper communication and liberty by establishing the training
development to improve the care quality within care settings (Sherwood and Barnsteiner,
2017).
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