Report on Managing Quality and Standards in Health and Social Care

This report delves into the critical aspects of managing quality within the health and social care sectors. It begins by outlining the perspectives of stakeholders, including patients and external agencies like the CQC, and analyzes their roles in setting and maintaining service standards. The report then examines the impact of poor service quality on stakeholders, emphasizing the importance of patient satisfaction. It further explores existing standards for measuring quality, evaluates different approaches to implementing quality systems, and identifies potential barriers to delivering high-quality services. The analysis extends to evaluating the effectiveness of current systems and suggesting improvements, considering factors that influence quality achievement. The report concludes with recommendations for enhancing service quality and ensuring better outcomes for patients and the healthcare system.

Managing Quality

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Explain perspectives that stakeholders in health and social care have regarding quality.....1
1.2 Analysis the role of external agencies in setting standards...................................................2
1.3 Impact of poor service quality on health and social care stakeholders.................................2
TASK 2............................................................................................................................................3
2.1 Explain the standards that exist in health and social care for measuring quality..................3
2.2 Evaluate different approaches to implementing quality systems..........................................4
2.3 Analysis potential barriers to delivery of quality health and social care services.................4
TASK 3............................................................................................................................................5
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service offered...............................................................5
3.2 Analysis other factors that influence the achievement of quality in the health and social
care service..................................................................................................................................6
3.3 Suggest ways in which the health and socials care service could improve its quality..........6
TASK 4............................................................................................................................................7
4.1 Covered in PPT.....................................................................................................................7
4.2 Covered in PPT....................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
.........................................................................................................................................................9

INTRODUCTION
Managing quality is one of the important task for every organization to attain better
results. It helps in improving overall performance of the company at market place. This report is
based in the quality which is related with health and social care sectors. It define that external
agencies are important in the business organization to set standard of services which provide to
the patients for achieving their higher satisfaction level (Boniface, 2013). In this impact of poor
services on health and social care services and on the patients is also mentioned. Along with this
suggested ways are also describe in this project which helps in improving the overall quality
services in effective manner. In this process there are various multiple factors which directly
impact overall performance of the company. Further more report also defines the main barriers
that affect the services quality and also evaluated that how to overcome from this barriers in
order to improve performance of the company and its quality.
TASK 1
1.1 Explain perspectives that stakeholders in health and social care have regarding quality
Stakeholders are one of the important factors of the business which helps in achieving
better success in the market place. They also affect the every action of the business in which they
contribute their impact in appropriate way. They can be employer and customers which is more
important for the company to attain the success. For this it in duty of the company to provide
better services to maintain their higher satisfaction. In health and social care patients as well as
end users are main part of stakeholders who use company products to fulfil their needs in
effective way. It is important responsibility of the enterprise to understand their customers taste
and preceptive users which helps in improving their overall performance at the market place. In
this the quality will be same of the products but the opinion of services can be different. So that it
is essential duty of the company to understand their requirements in effective manner and
provide them same for getting their better response (Davis, Sauber and Edwards, 2011). For this
firm undertake research to evaluate their customers demand about the products because it helps
to the enterprise to satisfy their needs and provide them better satisfaction. Satisfied patients are
one of the important aspect for the company which helps in improving overall profitability of the
company in more appropriate way. In this context, internal stakeholders include company
patients as well as customers who use their services. On the other hand the external stakeholders
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include CQC, local authorities, health care commission and many more which affect the
company performance. So that it is essential foe all the health care companies to provide quality
services to their patients and also evaluate that all the services are effective for the customers or
not. With the help of this, enterprise easily improve their quality standard (Keller,
Parameswaran and Jacob, 2011). They has their own style as well as standard for assessing the
quality of the services which were offered to the customers. Hence, it is more important for
health and social care industry is to focus on their quality of services to get better satisfaction
from their potential customers in appropriate manner.
1.2 Analysis the role of external agencies in setting standards
External agencies are related with outsiders of the organization which play important role
in establishing better services qualities in effective manner. It helps in deciding the quality
standard as pet health and social care in which they deliver their services in front of customers. If
they fails in satisfying patients needs as per their demand then they increase the negative impact
on the business. On the other hand if they provide better services to their customers the they
easily attract large number of clients and achieve better profitability in most effective manner. In
this process CQC (care quality commission) is an effective body of the public which related with
health and social care. In play important role in setting the actual quality of serveries which
provide to the customers to maintain their performance. It also assist in maintaining the better
services of industry which helps them in satisfying customers needs in order to achieve their
better interest toward the products and services.
Along with this, CQC define various health and social care commission which directly
contribute in establishing better standard of quality which relate with health and social care
industry. It helps to business organization to provide better services to their customers in order to
maintain sustainability. If the enterprise fails in providing better quality services then they
increase number of critical issue that hamper on overall performance of NHS (Brown, 2013). For
achieve stakeholders trust, it is one of the important for health and social care industry to provide
quality services as per customers requirements which helps in setting the better standard in
appropriate manner.
RQIA: Regulation and Quality Improvement is more important authority which is responsible
for monitoring and also focus on overall quality of health and social care services and also
improve services quality in more appropriate manner.
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SCIE: Social Care Institute for Excellence, it is a charity which is set by government authority in
UK. With the help of this company promote their better social care services in order to develop
the overall performance of the company. One of the best contribution of this is to improve the
people lives by providing better services.
1.3 Impact of poor service quality on health and social care stakeholders
It is one of the important duty of health and social care industry to provide quality
services to their patients in order to get higher satisfaction by them. In case they fails in
providing as well as delivering quality services to their clients then they increase dissatisfy
customers and also reduce their potential customers within their process. In this context, poor
quality services influence the number of dissatisfy customers which negatively impact on overall
performance of the company and also reduce their market share (Kim, Kumar and Kumar, 2012).
It leads lead in reducing stakeholders trust towards the organization and its services. So that NHS
hospital tries to provide best services and also eliminate all the negative factors which negatively
impact on the quality services. It helps in implementing better products to their customers in
order to get their positive response. A health and social care industry is one of the important for
customers because the main focus of this industry on their quality because they are based on
providing better quality treatment to their customers in order to increase their services standard
by getting clients positive response. With the help of positive as well as high quality services
health and social care industry easily increase their market share and take strong place in
competitive market. So that it is an effective and important that they should tries to maintain
their quality of services and reduce negative impact which hampering on the products and
performance of the company.
TASK 2
2.1 Explain the standards that exist in health and social care for measuring quality
In modern world, health and social care industry is growing very well. Even government
is also taking various initiatives for healthcare industry so that they can create safe and secure
environment within whole country. Healthy citizens are highly required for economic and
national growth. The most important responsibility of healthcare organisation is to measure their
quality. For this, they can take help of various standard which are follows as under:
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 Health and social care issue: For measuring quality in health and social care
organisation, managers can take help of healthcare issues. If there various issues in
healthcare organisation then it means, company is not providing high quality services to
its patients and its employees. For resolving all those issues, healthcare organisation can
set appropriate standards for improving its current products or services (Marlatt, Larimer
and Witkiewitz, 2011).
 Duty of quality: It is highly important for all health and social care companies to perform
their assigned roles and responsibilities in most effective manner so that they can keep
maintain quality of their services.
Hence, these are some most important standards which should be set by health and social
care organisation so that they will provide high quality products and services to their potential
customer (Mok, Sparks and Kadampully, 2013). By following above mentioned standards, health
care company can attract huge number of people as well, which can help it in maximising its
financial profit.
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Benchmarking: Manager of an association needs to evaluate working performance of
their staff members. For this, they need to set some standard under which employees need to
accomplish work. This will assist them to maintain quality of goods and services in an adequate
manner. Along with this, employees will also improve their working to attain higher level of
performance.
Performance indicator: With assistance of this, firm will easily achieve targets in an
effective way. This will help to determine success and improvement of an activity adequately.
Along with this, it aids to identify deviation amongst existing and desired performance. It is must
for an organisation to keep up quality of goods and services as this will assist to maintain
goodwill at marketplace.
Code of practice: This will help to give directions to attain standards which are
associated with health and safety. It needs to be implement into firm; therefore, they will gather
and examine confidential data and in addition information.
Health and safety act (1974): This law needs to be apply in each and every kind of
company. It aids to secure staff members who are working at premises. As a result, they will
retain in company for longer period of time. If workers are safe healthy then, they will
accomplish their task within provided time span; as a result, productivity and profitability of
enterprise will get enhanced.
2.2 Evaluate different approaches to implementing quality systems
There are various approaches which can be used by health and social care company to
implement quality systems and these are follows as under: Clarify vision and mission: For applying quality system within work place, it is highly
important for managers to make vision and mission clear to employees so that they will
operate business activities and practices as per organisational mission and vision
(Implementing a Quality Management System, 2016). Find out critical success factors: It involves those forces which makes healthcare
company internal and externally strong. By focusing more on those factors, organisation
can lead to high level of success and also can maintain its quality system. Develop measures to study customer needs: Health and social care organisation can
implement quality system only by evaluating actual needs and wants of customer. In
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simple words, for getting high success and growth it is highly important for company to
produce quality products as per the requirements of customer.
 Develop improvement plan: For improving current business position or producing
quality products and services, it is essential for health and social care company to
formulate and implement development plans within work place.
2.3 Analysis potential barriers to delivery of quality health and social care services
Number of barriers are present in delivering process of the quality services which directly
impact on overall performance of the company. The main reason behind the issue are improper
implementation of plan and less motivation in the staff members (Oakland, 2014). Lack or
proper training also a big issue which create more problems with the organization in which they
are not creating patents centred values and culture that negatively impact ion the organizational
performance. In appropriate implementation of data is also big issue in quality services. Along
with this lack of leadership is also a negative barriers for the company which reduce employees
performance in order to achieve better results (P. Crick and Spencer, 2011). So that all these are
create negative impact in which it is important duty of the company to eliminate all the dispute
within the organization to maintain the better performance and also provide quality services to
satisfy their customers. For enhance the overall productivity of the staff members, NHS provide
better training and development programs so that they easily improve their qualities and handle
their customers in effective manner. With the helps of proper training health and social care
sector easily deliver quality services to their patients as per their requirements in order to provide
them better satisfaction. In this context there are some barriers which negatively impact on
delivering process of the quality services are as follows:
 Poor management: It is one of the biggest barrier which directly impact on the employees
performance so that they fails in delivering quality services to their customers. So that it
is more important for the manager to define clear roles and responsibilities to their
employees to that they perform effectively and manage their quality of the services which
leads in attaining better satisfaction through its customers.
 Lack of training: It is also a main cause of reducing performance level of the employees
in which they fails in satisfying customers demand. Training is more important for the
employees to improve their skills and knowledge which leads in attaining better results.
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With the help of this they easily deliver quality services to their customers and enhance
their satisfaction level.
 Poor knowledge of staff members: It also a negative cause in which employees fails in
deal with their customers and also fails in understating their demand. So that it is
important for the manager of the company to provide better direction to their workers so
that they improve their skills and knowledge. With the help of this they easily deliver
quality services to their customers in appropriate manner.
 Lack of financial resources: If company does not have enough financial resources than
they face more problems in delivering quality services to their customers and also fails in
getting competitive advantage. So that it is more important for the manager to manage all
the financial resources so that they easily satisfy customers needs and get their higher
satisfaction.
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 offered
Every enterprise use effective policies, process and system to maintain their quality
services. In this the health and social care organization also affected by the policies which is used
in delivering their services to maintain their performance in appropriate manner. It is important
for the company to select best process to deliver their services to the customers which helps in
satisfying their requirements and also enhance effectiveness of the company. With the help of
better process organization easily maximize their profits by provide higher satisfaction to their
customers. Along with this, they also use specific policies in which they tries to maintain the
better quality which affect various services of the company in most effective manner. They also
implement a best system in which they improve effectiveness of the services that is provide to
the customers. With the help of number of techniques, enterprise deliver same quality of services
to the patients which contribute in maximizing the overall performance of the firm in most
effective manner. In this the procedures and system directly affect the quality standard of the
services (Postel and Richter, 2012). So that a business firm should be implement an effective
system in which they easily increase the profitability as well as effectiveness of services which is
deliver by the NHS to its patients for getting their higher satisfaction. There are some effective
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process and procedures are used by the company which helps in offering quality services to the
customers which are as follows:
Total quality management: It is one of the effective process which helps in maintaining the better
quality of the services which leads in achieving long term success by satisfy customers demands.
Basically this process focus on measuring the overall quality of the services.
Continuous quality management: It is also an effective philosophy which helps in reducing the
wastage and also increase the efficiency of the products which leads in improving the overall
process of maintaining the quality services. It is ongoing process in which company easily
improve their performance level.
3.2 Analysis other factors that influence the achievement of quality in the health and social care
service
It is more important for the company that how they deliver their services to their clients.
It is one of the important question which arise within health and social care field. In this they
tries to deliver quality services to their customers in order to get their higher satisfaction and also
protect from any harm (Sallis, 2014). It also helps in protecting error and provide clean and
positive environment. It directly impact on the delivering process of the company of their
services in effective manner. In this, enterprise also ensure that all the quality services deliver
according to the customers requirements which lead in eliminating all the financial barriers. For
this it is more important for the organization to proper utilization of their available resources.
Along with this, it also eliminate the unnecessary internation at the time of delivering quality
service to the customers. In this process the organization also deliver their services with lots of
care which helps in maintaining the quality services for the clients in effective manner. If the
enterprise understand their clients needs towards the services then they easily deliver quality
services to their customers and satisfy their needs in more effective manner which lead in
increasing the overall profitability of the company. Customers as well as patients are important
and backbone for the company because they helps in generating more revenue. For this company
needs to undertake various researched to identify the patients needs and provide them better
quality accordingly. This process helps in increasing customers and profitability of the company
in most appropriate manner. There are some effective factors which helps in achieving quality in
health and social care services are as follows:
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Training and development: Manager will provide some training sessions to their employees as
this will help to improve their working quality. Along with this, with assistance of it unwanted
cost will get reduced. Therefore, they will be able to provide best and adequate services to their
clients in a proficient manner.
Communication: It is required for superior to keep up an open conversation at
workplace; thus, they will maintain proper coordination amongst each and every division. As a
result, work will accomplished within limited period of time. This will also help to improve
working quality in enterprise. Additionally, they will decrease clashes within firm.
3.3 Suggest ways in which the health and socials care service could improve its quality
In health and social care industry, various ways are available to improve the delivering
process of the company. For this it is more important for to give better training and development
program,s to their staff members so that they easily deal with their potential patients and provide
them effective services. In this process there should be define provision of personalized that aid
in services according to the customers needs. Along with this, need of expertise is also important
which aid in delivering best services to the clients. Organization should be motivated their
employees so that they able to provide set services in order to get their higher satisfaction.
Ambience and environment should be clean which aid in improving the better satisfaction of
patients within the organization. In this proper attention is also an effective way which helps in
maintain the better quality services in order to satisfy customers needs (Siddiqi, 2011). For this
providing better training and development programs helps in improving employees performance
so that they easily deal with the patients and provide them better services as per their
requirements. In improvement of the employees performance, training and development program
is one of the important activities for develop their motivation and skills (Stensaker, Välimaa and
Sarrico, 2012). there are some effective ways
Technical quality: It portrays once the customer and employee interaction will lead to
take place. This will enable an association to determine about what really need to improve after
the interaction process between an employer and customer of a company so that better and
appropriate working could be managed.
Functional quality: This process stated about process of delivering services and products
of a company so that effective gaining could be managed.
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Societal quality: This stated that firms must have to consider ethical responsibilities of
business at such point of course when products get develop properly.
TASK 4
4.1 Covered in PPT
4.2 Covered in PPT
CONCLUSION
From the above mentioned report, it can be concluded about all the issues which is
related to health and social services field. It define all the relevant information about the opinion
and perspective of stakeholders. It also summarized that how external agencies impact on the
quality operation of the firm and also evaluated that poor service directly impact on the
stakeholders behaviour in health and social services. It define the effective way to improve the
services qualities in order to get better satisfaction of the patients. Along with this, main factors
of quality services in also concluded that policies, process affect the services and its qualities
which provide ton the customers. In this it is also define that how to overcome from the barriers
and improve their quality services to maintain positive performance. In this context, every
organization evaluate as well as measure their standard which helps in providing better quality
services to their customers in appropriate manner.
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