Report on Managing Quality in Health and Social Care Context

This report delves into the critical aspects of quality management within the health and social care sector, using the Local Authority Facility as a case study. It explores the perspectives of various stakeholders, including service users, relatives, management, and the government, highlighting their expectations and concerns regarding service quality. The report examines the role of external agencies like the Health and Care Professions Council, General Medical Council, and Nursing and Midwifery Council in setting and enforcing quality standards. It analyzes the impacts of poor service quality on stakeholders, such as the negative effects on reputation, user satisfaction, and human resources. Furthermore, the report discusses essential standards in health and social care, including effective management, staffing, and user rights. It then presents different approaches for implementing quality systems, such as the FADE model and Six Sigma, detailing their stages and applications. Finally, the report identifies potential barriers to delivering quality services, such as financial constraints and the spread of infectious diseases, offering insights into overcoming these challenges.

Managing
quality in HSC

CONTENTS
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................3
1.1 Perspectives of stakeholders regarding quality in health and social care organization.........3
1.2 Role of external agencies in setting standards regarding quality..........................................4
1.3 Impact of poor service quality on the stakeholders...............................................................4
Task 2...............................................................................................................................................5
2.1 Standards need to be considered at the time of measuring quality........................................5
2.2 Different approaches for the implementation of quality systems..........................................5
2.3 Influence of potential barriers in delivering of quality services in the context of given case
study.............................................................................................................................................7
Task 3...............................................................................................................................................7
3.1 Evaluating the effectiveness of policies, systems and procedures used in Local Authority
Facility.........................................................................................................................................7
3.2 Factors that influence organization to achieve their objectives related to provide quality of
services........................................................................................................................................8
3.3 Ways to improve the quality of health and care services......................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................10

INTRODUCTION
In the present era of health and social care, needs and requirements of service users
related to quality have been increased to a higher level. Due to this, organization working in
health and social care are needed to focus on maintaining the quality of its services (Barth,
2005). In order to enhance the level of services as per the user’s perception, management of
company needs to identify the requirements of customers before taking actions in terms of
quality improvement. In accordance to this, the present report describes about different tools,
approaches and methods of quality improvement that can be used by the management of Local
Authority Facility which are operated in West London and currently facing the issue regarding
the spread of infectious disease. This disease is spread within the environment of Local
Authority Facility due to availability of Methicillin Resistant Staphylococcus Aureus.
Availability of this bacterium is leading to reducing the quality of food and accommodation
services provided by Local authority to its services user that are elderly residents.
TASK 1
1.1 Perspectives of stakeholders regarding quality in health and social care organization
Local Authority Facility is a leading and growing health and social care organization in
UK which is focused on rendering care services including food and accommodation to its service
users. Due to availability of above mentioned disease, it is necessary for the management of
organization to focus on improving its quality of services (Dickinson, 2006). Therefore, it is
needed for them to understand the perspectives of stakeholders regarding the quality of its
services. In case of Local authority facility, various types of stakeholders are as follows:
Service users
According to the need of service users, providing better quality of services to them is
crucial for the management of organization because quality of service impacts directly to the
health of them. In the present era, quality services need to be provided by health and care
organization in order to satisfy its clients as well as their relatives.
Relatives
Relatives of service users are also considered as one of the major stakeholders as they are
liable to claim damages for any irresponsibility occurred by management in their provided
services. Major influence of Local Authority Facility is the relatives of elderly residents that
expects the best services given to service users in terms of care, food and accommodation
(Hawkins and Olwell, 2012).
Management
According to the perception of management, it is needed to maintain quality of care
services in care of Local Authority Facility in order to maintain its image in the market along
with satisfying service users and their relatives. Further, it is essential for organization to focus
on the quality of its services for the purpose of getting support from the government and
professional bodies.
Government

Government is focused on monitoring the quality of services provided by the health and
social care organization in order to ensure the welfare of nation, society and human being
(Klefsjo, Bergquist and Edgeman, 2006). Due to this purpose, rules and regulations are made by
government that are necessary to be followed by Local Authority Facility in order to perform its
business activities in a legal manner.
1.2 Role of external agencies in setting standards regarding quality
In health and social care, external agencies are focused on supervising the business
practices of organizations so that health of patients and welfare of communities can be
maintained in an effective manner (Reeves, Macmillan and Van Soeren, 2010). Due to this,
standards are set by them in terms of quality services, therapies, treatment, equipment and
medicines. Local Authority Facility needs to consider all these standards set by the external
agencies in order to maintain quality of its care services along with resolving the issue mentioned
at above. In UK, there are so many external agencies which are as follows:
Health and Care Professions Council
Main aim of this council is to focus on understanding the needs and demands of service
users with the help of survey that is taken from the local citizens as well as feedback that is taken
through communicating with service providers and service users (Sallis, 2014). After identifying
needs, standards are made by them that are communicated to all organizations working in health
and social care for the purpose of improving quality.
General Medical Council
Main purpose of this agency is promote individuals and businesses to enhance the level
of quality in its services and in daily practices so that they can maintain the health and safety of
service users as well as themselves (Van den Heuvel and et. al., 2005). Standards, regulation and
rules are made by this council that are necessary to be followed by all the medical practitioners.
In UK, license to work in health and social care is provided by this council to doctors and other
professionals.
Nursing and Midwifery Council
In order to enhance the quality of care services, development of nurses is controlled by
this organization. Due to this, training is given to them in order to enhance their knowledge,
skills and education in terms of dealing with services users and ensuring its treatment in a better
way.
1.3 Impact of poor service quality on the stakeholders
Various impacts of poor quality on different stakeholders of Local Authority Facility are
as follows:
Management
Availability of poor quality put its negative impact on the reputation of company among
population. Along with this, it leads to decease the image of organization in front of service users
and their relatives as well as in the market. Poor quality includes number of factors that are
related to lack of treatment methods, inappropriate care practices, poor hygienic environment,
lack of skilled staff and use of traditional technology (Dahlgaard and Mi Dahlgaard-Park, 2006).

Availability of these factors put its adverse impact in the revenue of organization comes from
charities and donation.
Service users
Availability of poor quality may have adverse impact on the satisfaction level of service
users and their relatives that may lead business to the failure by reducing the number of service
users. In vase of poor quality, health of service users is affected so that relatives of then can
complain in court for claiming damage.
Human resources
Availability of unhygienic environment as well as poor quality put its negative impact on
the health of medical professionals including doctors, technicians, workers and nurses. This type
of unhealthy environment leads human resources to leave this organization that enhances the
level of employee turnover at Local Authority Facility (Munn-Giddings and Winter, 2013).
TASK 2
2.1 Standards need to be considered at the time of measuring quality
Various type of standards related to health and social care that need to be considered
while measuring quality are as follows:
Effective management and development of organization
There is needed for organization to make effective plans, policies and strategies in order
to manage their health and care practices in an effectual manner. Other than this, Local Authority
Facility needs to focus on maintaining proper culture and structure at workplace for better
advancement of organizational development (Twigg and et. al., 2011). With the help of effective
management, quality of services can be improved in an effective manner and proper treatment
can be scheduled in a better way.
Proper staffing
In accordance to this standard, Local Authority Facility must be focused on selecting
qualified, trained and skilled professionals in order to ensure the level of service’s quality.
However, there should be adequate number of medical professionals including nurses, doctors
and care workers (Standards of quality in residential care, 2015). With staffing, it is also
necessary for organization to focus on training and development of all professionals as per their
profession.
Health and personal care
By considering this standard, care workers and nurses need to provide health and care
services on time as per the need of service users. Along with this, safety of equipment and
hygiene of food and accommodation services should be maintained in a proper manner.
Rights of service users
Rights of service users is one of the most essential standards that must be integrated by
the management of Local Authority Facility at the time of performing its care practices

(Darbyshire and et. al., 2006). Rights of service users are referred to render accurate information,
provide proper treatment, availability of hygienic food and comfortable accommodation.
2.2 Different approaches for the implementation of quality systems
In case of Local Authority Facility, there are different approaches that can be used to implement
quality systems. These are mentioned below as:
FADE model
This model includes four types of stages in the respect of quality management that can be
considered by Local Authority Facility while implementing quality systems. These stages are as
follows:
Focus
This first stage assists organization to identify and verify the issues and problems exist in
the quality of health and care services (FADE model of quality improvement, 2014).
Analyze
In this stage, management needs to collect and analyze data in order to identify the root
causes of problems along with getting better solutions.
Development
After identifying the causes of problems, this stage is focused on establishing appropriate
plans and policies in order to resolve the problems present in the service’s quality.
Execution
This stage is determined about the practice in which developed plan is implemented for
the purpose of improving the quality of care services and health practices (Reeves and et. al.,
2008).
Six Sigma
This model is used to detect and remove errors that are available in the quality of health
and care services. It includes five important steps that are as follows:
Define
According to this stage, it is required for Local Authority Facility to understand the needs
of residents along with identifying the objectives of quality management.
Measure
This stage influences organization to analyze the issues exist in the quality of health and
care services (Arcury and et. al., 2005).
Analyze
This stage states that it is needed for gathering and analyzing information in order to
understand the main causes of problem and getting better solutions.
Improve

In this stage, plans are made and implemented to resolve the issues available in service’s
quality.
Control
This stage includes the process of monitoring the satisfaction level of service users as
well as the performance of care professionals so that efficiency of service quality can be
measured effectively (Marmot and Wilkinson, 2005).
2.3 Influence of potential barriers in delivering of quality services in the context of given case
study
In accordance to case study, there are various types of potential barriers that put its
impact on the delivery of quality services. These barriers are as follows:
Finance
According to given case study, Government is suffering from the issue of economic
recession. Due to this, they are not able to support organization in terms of finance because
recession put its negative impact on the financial condition of country. In case of Local Authority
Facility, management needs to re-design and re-evaluate their plans and strategies in order to
overcome from the issue of infectious disease through improving its quality of services (Barth,
2005). Availability of above processes leads to increase the expenses of company and without
finance, there is not possible to maintain the quality of services in an effective manner.
Leadership
In order to deliver quality of services in a better way, management needs to provide
proper guidance to its care workers as well as nurses and other professionals. Due to this,
manager of company must have leadership and management skills in order to communicate and
coordinate with all professional for the purpose of rendering quality of services. Lack of
leadership skills puts its adverse impact on the quality of care practices.
Training
Training must be given to all types of professionals as per their position in order to
enhance their skills and abilities as well as their knowledge and education in terms of providing
better treatment (Hawkins and Olwell, 2012). Lack of training at workplace leads to reduce the
efficiency of care services at Local Authority Facility.
Lack of new technology
Availability of traditional methods, technologies and equipment may have negative
impact on the satisfaction level of service users as well as their relatives. Further, lack of new
technology leads business to the failure and consumes too much time in performing the practices
related to treatment.
TASK 3
3.1 Evaluating the effectiveness of policies, systems and procedures used in Local Authority
Facility
In accordance to given case study, Local Authority Facility is suffering from the issue
related to spread of an infectious disease within the whole atmosphere of organization due to

availability of less quality of accommodation, food and care practices. Availability of traditional
technology, machinery and equipment are the major causes that leads to decrease the level of
service quality at workplace of organization (Klefsjo, Bergquist and Edgeman, 2006). This
availability of traditional approaches is reducing the level of service user satisfaction as well as
the development of Local Authority Facility. Other than this, there is also a reason behind the
decrease level of quality services that is related to the availability of power culture at workplace.
In accordance to this culture, management does not involve mower level of professional such as
nurses and care workers in decision making process and all the decisions are taken by the top
management only. Due to availability of power culture, productivity of human resources has
been minimizing continuously that may lead to reduce the level of service quality.
However, lack of leadership at workplace is also affecting the quality of care services by
reducing the performance level of staff members. In Local Authority Facility, proper guidance is
not given to human resources in an effectual manner and objectives are also not communicate to
them properly (Reeves, Macmillan and Van Soeren, 2010). Further, safety standards are also not
considered by the chef team at the time of preparing food in the kitchen.
3.2 Factors that influence organization to achieve their objectives related to provide quality of
services
There are so many factors that influence Local Authority Facility to fulfill its objectives
in terms of rendering quality of services. These factors are:
Lack of communication between service users and service providers
There must have effective communication in between the service users and service
providers in order to understand the expectations and needs of service users. Proper
communication needs to be conducted in between management, human resources and elderly
residents (Sallis, 2014). Lack of communication may have adverse impact on the relationship
and coordination of all of them that can lead to maximize the chances of conflicts at workplace.
Inappropriate planning
Planning is one of the effective tools that helps Local Authority Facility to achieve its
objectives in the respect of maintaining service quality. Availability of inappropriate planning is
crucial for organization to render responsibilities to all professionals in an effectual manner in
order to perform health and care practices in a better way (Munn-Giddings and Winter, 2013).
While, Non-availability of inappropriate planning puts its adverse impact on the effectiveness of
organizational structure and culture as well as on its care practices.
Lack of resources
In order to provide health and care services in a better way, there must have adequate
number of resources including finance, human and technical. In case of human resources,
experienced doctors, care workers and nurses are needed to satisfy the needs of service users in
terms of quality services. Technical resources include a range of treatment equipment, new
therapies and medicines (Twigg and et. al., 2011). Without all these resources, organization
cannot be sustained and survived in this advanced and competitive world.

3.3 Ways to improve the quality of health and care services
In order to resolve the issue related to spread of infectious disease, management of Local
Authority Facility should focus on identifying the root causes of this problem so that corrective
actions can be taken by them in an effectual manner. Along with this, it is needed for company to
communicate properly with nurses and care workers so that proper services can be provided to
service users (Reeves and et. al., 2008). For that, it is required for Local Authority Facility to
involve all the professional of different levels in decision making process. In order to enhance
the quality of food and accommodation services, management of company needs to focus on the
standards set by the government and professional bodies working in the UK.
For maintaining quality, it is necessary for organization to focus on understanding the
needs and requirements of service users. Therefore, Local Authority Facility is required to
enhance the level of communication and coordination with then. For that, feedback is the most
effective method through which service user’s demands and needs can be identified in an
effectual manner. However, it is needed for organization to render proper training to all their
professionals including nurses, doctors and care workers for the purpose of maximizing their
skills, capabilities and knowledge (Arcury and et. al., 2005). Inappropriate number of human
resources is also an issue in case of Local Authority Facility that put its huge impact on the
effectiveness of care services. In order to overcome this issue, organization needs to focus on
recruiting experienced and skilled professionals as per their needs.
CONCLUSION
From the above study, it has been concluded that maintaining the quality of services is
crucial for organization in order to satisfy service users in an effectual manner. Along with this,
quality must be analysed and improved on the regular basis in order create positive image in
front of service users, their relatives as well as society. Furthermore, quality improvement is
required for the organization to maintain better relationship with stakeholders including service
users, employees, government as well as relatives of service users.

REFERENCES
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Online
FADE model of quality improvement. 2014. [Online]. Available through:
<http://patientsafetyed.duhs.duke.edu/module_a/methods/fade.html>. [Accessed on 15
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Standards of quality in residential care. 2015. [Online]. Available through:
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