HND Unit 27: Managing Quality in Health and Social Care - Final Report

This report delves into the critical aspects of managing quality within the health and social care sector, focusing on the UK's NHS. It begins by highlighting the importance of quality in these services, which directly impacts the physical and mental well-being of individuals. The report examines the perspectives of various stakeholders and the role of external agencies in setting and maintaining standards. It analyzes the impact of poor service quality on stakeholders and the effectiveness of systems, policies, and procedures in achieving quality. The report also identifies internal and external factors that influence service quality and suggests ways to improve these services, including customer service enhancements, staff empowerment, and functional quality improvements. The report concludes with a summary of key findings and recommendations for enhancing the overall quality of health and social care services, supported by relevant references.

Managing Quality in Health and Social
Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................1
TASK 3............................................................................................................................................1
3.1 Effectiveness of Systems, Policies and Procedures in Achieving Quality in the Service.. .1
3.2 Factor that Influence the Achievement of Quality In the Health and Social Care Service. . .2
3.3 Ways to Improve Quality of the Health and Social Care.......................................................3
TASK 4............................................................................................................................................3
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION
These days the requirement of the quality in the healthcare and social care is the basic
need of the human beings. This services are related to the physical and mental health of the
people. The social care are the services which are provided in the communities to the people in
it. This services are personal care and social support for the children and adults when they need it
or in condition of the risk. This report is giving the role of the NHS in the health and social care
in the United Kingdom. This report is explaining about how the stakeholders connected with the
health and social care services and how they relate to quality delivery of the service. This study
is giving the information about the agencies which are setting the standards for the health and
social care services and how the poor quality of the services have impact on the stakeholder of
these services (Blomgren and Waks, 2015). The effectiveness of the system, policies and
procedures to achieve the quality in these services. This study is giving the information of the
other factors that have impact on the quality of the health care and social care services. This
report is suggesting the ways to improve the quality of these services and evaluating the factors
that affects or influence the quality of the services. This report is explaining the quality of the
health care regard to the external and internal perspective of these services. This report
explaining the impact of the involvement of user in the health care services.
TASK 1
Covered in brochure
TASK 2
Covered in the presentation.
TASK 3
3.1 Effectiveness of Systems, Policies and Procedures in Achieving Quality in the Service
The policies of the government, procedures and system of the NHS have great influence
on the quality of the health care and social care services. The policies decided by the government
has great impact on the effectiveness of the quality of the services provided by the health care
and social care services. If the policies decided by the government are properly implemented by
the health care services and the social care services can improve the quality provided by the
organisation (World Health Organization, 2016). These policies are made for the people to
provide the good quality services to them. By the good implementation the quality service can
1

be provided to the people. The system followed by the NHS also can be helpful to provide the
good services to the people (Beirão, Patrício and Fisk, 2017). The system of the NHS is made to
provide the best services to the people whom its serving. In the condition of the MRSA infection
is spreading in the local area, the system of the NHS can treat large number to patients. A good
system improves the efficiency of the organisation and with this good performance of the
organisation will lead to improve the quality delivered by the NHS for health care and social care
(Zhao, Wang and Fan, 2015).
For the quality management there are different methods can be used. The total quality
management, continuous quality improvement, control processes the quality of the services
provided to the people can be improved.
3.2 Factor that Influence the Achievement of Quality In the Health and Social Care Service
Some internal and external factor can influence the delivery the good quality services to
the people (Thomas, 2017). This internal factors are employee relation, resource provider and
communication. The external factors are political, economical, social, technological,
environmental and legal. These factors can affect the quality provided by the NHS. The political
decisions can affect the working methods of the organisation which may lead to the poor
performance (Lerum, Solbrække, and Frich, 2017). The economic changes can affect the cost of
the resources used in the organisation that will increase the cost of the services provided by the
health care and social care provider, this can lead to the reduced performance of the
organization's services. The social factors also have impact on the services of the NHS. The
social conditions can reduced the quality of the NHS because the social gatherings can enlarged
the effect of the infection and number of the patient in the hospital will increase that will reduce
the quality of the services provided by the NHS (Osborne, Radnor and Strokosch, 2016).
Technical factors can affect the quality of the service. If the good quality of instruments are not
provided to the NHS will reduce its performance of the doctors because the proper examination
of the people is not possible. The environment of this service provider can affect the quality of
services. In the viral infection the environment is the key thing to prevent the spreading of
infection. The communication also can reduce the quality of the service delivery because of the
bad communication in the NHS will lead to the wrong treatment or less efficient treatment.
That's how the external and internal factors affect or influence the quality of the services
provided by the NHS.
2

3.3 Ways to Improve Quality of the Health and Social Care
The services provided to the people can be improved by the improving the methods of
the NHS. By improving the customer service, empowering the users and the services, improving
the functional quality, by putting the people first, by valuing the staff and internal standard
improvement. This is how the performance of the services can be improved. By providing the
more convenience customer service to the customer can improve the quality of the service. By
empowering the staff the performance of the services can be improved because the empowered
staff can perform better in the worst conditions (Wiebe, Helgeson and Berg, 2016). By
improving the functional quality the performance and quality of the services can be improved,
more functionality provides more options to the staff. By the policy of putting the people first the
services provided to them will be boosted because this will improve the strategy of the staff to
give more focus towards the patients.
TASK 4
Covered in brochure
CONCLUSION
Through this report the relation of the quality to the stakeholder is presented. This report
is explaining the role of external agencies to set the standards for the organisation. The impact of
the poor quality on the stake holder is also explained in the report. This report is explaining the
ways to evaluate the quality of the organisation. This study is giving the methods to improve the
performance of the quality of the services provided by the health care and social care services. In
the last part of the report different methods are suggested to evaluate the quality of the NHS.
3

REFERENCES
Books and Journals
Blomgren, M. and Waks, C., 2015. Coping with contradictions: hybrid professionals managing
institutional complexity. Journal of Professions and Organization. 2(1). pp.78-102.
World Health Organization, 2016. Consolidated guidelines on the use of antiretroviral drugs for
treating and preventing HIV infection: recommendations for a public health approach.
World Health Organization.
Zhao, J., Wang, T. and Fan, X., 2015. Patient value co-creation in online health communities:
social identity effects on customer knowledge contributions and membership continuance
intentions in online health communities. Journal of Service Management. 26(1). pp.72-96.
Beirão, G., Patrício, L. and Fisk, R.P., 2017. Value cocreation in service ecosystems:
Investigating health care at the micro, meso, and macro levels. Journal of Service
Management. 28(2). pp.227-249.
Thomas, P., 2017. Integrating Primary Healthcare: leading, managing, facilitating. CRC Press.
Lerum, S.V., Solbrække, K.N. and Frich, J.C., 2017. Healthcare professionals’ accounts of
challenges in managing motor neurone disease in primary healthcare: a qualitative
study. Health & social care in the community. 25(4). pp.1355-1363.
Osborne, S.P., Radnor, Z. and Strokosch, K., 2016. Co-production and the co-creation of value in
public services: a suitable case for treatment?. Public Management Review. 18(5). pp.639-
653.
Wiebe, D.J., Helgeson, V. and Berg, C.A., 2016. The social context of managing diabetes across
the life span. American Psychologist. 71(7). p.526.
4