Liverpool Home Care: Factors, Strategies, and Change Management

This report provides a comprehensive analysis of facilitating change within the health and social care sector, specifically focusing on Liverpool Home Care. The report begins by identifying and explaining key factors that drive change in the industry, such as political, economic, social, technological, environmental, and legal factors. It then assesses the challenges these factors pose, including resistance to change, maintaining quality care, resource constraints, an aging population, cultural diversity, and the need for electronic communication. The report also outlines strategies and criteria for measuring the impact of recent changes, including regular inspections, surveys, critical quality care assessments, 360-degree feedback, and the PDCA cycle. Furthermore, it proposes service responses to these changes, emphasizing the importance of staff satisfaction and the need for continuous improvement. The report concludes by highlighting the principles of change management, the importance of planning and monitoring changes, and the role of feedback in ensuring effective adaptation to evolving industry demands. The report references relevant literature to support its findings.

Facilitating Change in Health and Social Care

Table of Contents
INTRODUCTION .......................................................................................................................................................................................................3
L 01...............................................................................................................................................................................................................................3
1.1. Explain the key factors that drive change in health and social care services...................................................................................................5
1.2. Assess the challenges that key factors of change bring to health and social care services..............................................................................5
L 02...............................................................................................................................................................................................................................8
2.1. Devise a strategy and criteria for measuring recent changes in health and social care. ..................................................................................8
2.2 Measure the impact of recent changes on health and social care services against set criteria..........................................................................8
2.3 Evaluate the overall impact of recent changes in health and social care
.................................................................................................................................................................................................................................8
2.4 Propose appropriate service responses to recent changes in health and social care services............................................................................9
L O 3.............................................................................................................................................................................................................................9
3.1 Key principles of change management..............................................................................................................................................................9
3.2 Planning of changes in health and social care.................................................................................................................................................10
3.3 Monitoring of recent changes in health and social care services.....................................................................................................................10
CONCLUSIONS........................................................................................................................................................................................................11
REFERENCES...........................................................................................................................................................................................................12

INTRODUCTION

The process of changes in which transformation of present situation takes place in order to attain a desire condition that can boost the
opportunities. Health and social care is the most important industry in the economy. It is the treatment of ill health and medical condition in
hospitals, health centres and in the society. Health and social care includes broad range of roles with different skills which are required and
varying level of demand. The industry includes the work which takes place within hospitals, nursing homes, care homes and dental practices.
This present report is context to Liverpool Home Care which is one of the best care home in Liverpool. It has 30 beds with 24/7 care delivery.
This present report will explain the factors that drive change in health and social care services. In addition to this, it also evaluates the recent
changes in health and social care services. Moreover, this assignment also make understand the principles of change management within
organisation.
L 01

Facilitating Change in Health and Social Care

1.1. Explain the key factors that drive change in health and social care
services.
The process of changes that leads to the number of alteration and
modification in the operation and functions of all organisations because of
fluctuation in different factors. For Liverpool Home Care it is vital to focus
over those elements as well as changes for effectual operations and
opportunities. There are some external factors that drive changes in health
and social care services are as follows-
Political factors- This is one of the most important factors that played
a great role in the betterment and welfare of the operations and function as
well as develop the opportunities for companies. These factors can impact
the working of Liverpool Care Homes as they are related to the stability,
laws, government policies, regulations etc. As per the report of Care Quality
Commission (CQO), the changes in several acts will definitely affect the
operations of organisation such as Health Act 1999, Health and Social Care
Act and Community Care Act.
Economic factors-This is the factor which discussed the economic
conditions of the country which can also influence the actions of Liverpool
Care Homes. It is very important that organisation should focus on Gross
Development product as well as income level of community so that they can
understand the demands and needs for developed operation. For instances,
the income level of people living in the country is decreased than it will
pressured on the firm to decreases the charges of services.
Social factors- This is also one of the most essential factors that affects the
operations and functions of Liverpool Care Homes. This factor includes
human factors, changes in lifestyle, population etc. For example, the number
of teenage pregnancy is increasing with the highest speed which is affects the
operations and functions of Liverpool Care Homes. It is very essential for the
firm to focus on improving and educating the society and lifestyle of people.
Technological factors- This factor is very important factors that
affects the operations and functions of Liverpool Care Homes. This factors
include the areas of communication, delivery of treatment, tools and
machines used to diagnose the patients, transportations etc. Liverpool Care
Homes should have to use the best technologies in order to satisfy the needs
and demands of customers. The tools and equipment’s Liverpool Care Home
is using should be highly advance and innovative to deliver the best
treatments to the patients.
Environmental factor- This factor is becoming a really challenging
issues due to many constraints as well as scarcity. These include
environmental issues like rate of climate change carbon emission, habits, and
reduction in raw material, pollution and customer demand for ethically
sourced product and from sustainable source.
Liverpool Care Homes environment agendas as well as community
awareness will make the organizations to search for eco-friendly options to
market.
Legal factors- This factor include labour laws, company laws,
remuneration laws, consumer’s rights, health and safety act, etc. It is very
essential that Liverpool Care Homes understand what to do and what not to
do for successful trade. If there is increase in litigation it directly affect the
quality of services.
1.2. Assess the challenges that key factors of change bring to
health and social care services.
There are huge number of challenges which are faced by
Liverpool Care Home that key factors of change bring to health
and social care services as follows-
Resistance and Feeling- This is the biggest challenge that
is faced by the Liverpool Care Home. This is fact that changes
which are made or introduced by the organisation will be
resistance on the part of employees, social care workers,
healthcare professionals along with patients. Thus, the manager
and leaders of Liverpool Care Homes used to understand the
reasons of bringing changes and they also make other understand
the reason behind it. This practice of managers and leaders
control and minimized the level of resistance.
Maintaining the Quality Care- This is also one the
biggest challenge that is faced by the Liverpool Care Home. Care
Quality Commission (CQC’s) visit to the Liverpool Care Home
and they find lot of shortcomings such as incidents of abuse of
clients, health and safety concerns, and other issues of great
concern were identified by the commissioner. Thus, it is very
important for organisation to resolve these issues and improve
the quality of services they are providing.
Human and Financial Resources- This is also one the
great challenges which Liverpool is facing is because they did
not have big infrastructure and huge capital investment. In order
to fulfil the various needs and demands of customers, sometimes
it is very difficult for them to access those demands because of
lack of human and financial resources. For example- introduction
of ICT technology during workload then it is most likely that
human resources may find themselves unable to take out time for
training.

STRENGTH
Good reputation.
Better profitability.
Good quality of services.
Skilled Employees.
OPPORTUNITY
Good opportunity to develop and
grow in the city.
Use of advance technology.
WEAKNESSES
Cost of services are high.
Poor infrastrcture.
THREAT
Competition is high.
Patienst are more concious.
Potitical isnatbility.
High legislation.
 Ageing Population- This is also one of the biggest
challenger that Liverpoorl care homes faced. Increase in
ageing population company have to bring changes in the
policies.
 Different culture- This is another challenge that company
faced that they have to deal as well as manage differnet
culturer of people within organiation such as patiemst of
differnet culturer, employees etc.
 Electonic Communiaction – This is also one of the biggest
challenge in today’s era because to make the customers
satisfied and improve the quality. Company have to sue
electronic modes of communication for which Liverpool Care
homes have to provide training and development
programmes.
Acts which Liverpool Care Homes should follow-
Health Act 1999. The Health Act 1999 aimed to improve the
quality of care provided to patients by the NHS and made a
number of provisions intended to improve the coordination of
care between local authorities and the NHS.
The National Health Service and Community Care Act 1990
introduced an internal market into the supply of healthcare,
making the state an 'enabler' rather than a supplier of health
and social care provision
REFERENCES
Thomas, P., 2017. Integrating Primary Healthcare: leading, managing, facilitating. CRC Press.
Wylie, K., Knudson, G., Khan, S.I., Bonierbale, M., Watanyusakul, S. and Baral, S., 2016. Serving transgender people: clinical care
considerations and service delivery models in transgender health. The Lancet, 388(10042), pp.401-411.
Manners, R.A., 2017. Professional dominance: The social structure of medical care. Routledge.

L 02
2.1. Devise a strategy and criteria for measuring recent changes in health and social care.
Liverpool Care Home can adopt number of strategies and standard in order to meet the needs and demands as well as have improvement
in their services by observing recent changes. In addition to this, it is also sometime very important for the healthcare organisation to understand
the needs of stakeholders as well as other factors in order to improve in the operations and function of organisation in context to recent changes.
The categorization of regulations as well as criteria is as regular and continuous inspection, monitoring of organisational systems, feedback and
quality measures (Lawlis, Anson and Greenfield, 2014). The reinforced use of feedback will provide the better information to Liverpool Care
Homes regarding perception of customers and facilitate in better implementation of strategies according to the needs and demands of customers.
In addition to this, it can be said that changes can also be measure by doing the checking of maternity equipments and about all the services. It
will be done so that it can be understand that weather they these are being provided on continuous basis or not. It will help in knowing that this
are the changes for which certain strategies are being formed and after the same are being measured.
Measurement tools
Regular inspection is very important for better performance of Liverpool Care Homes. Regular workplace inspections are an important
part of the overall occupational health and safety program and management system,
Survey- It is also one of the most important tool which Liverpool Care Home should use because survey focus on factual information
about individuals, or it might aim to obtain the opinions of the survey taker.
Critical Quality Care- This is also one of the most essential tool that company should use in order to check the performance of the
employees. Liverpool Care Home should formulate a quality team to measure and check the performance of the employees.
360 Degrees: It is a tool where the employees are being judged on all the basis as per the performance, discipline and various other
aspects. Liverpool care home uses the same for measuring their changes and implement the new things after knowing about it more.
Illustration 1: 360 degree approach,2017
(Source: 360 degree approach,2017)

PDCA: plan–do–check–act or plan–do–check–adjust) is an iterative four-step management method used in business for the control and
continuous improvement of processes and products. This let the organisation know more and help in checking the performance.
2.2 Measure the impact of recent changes on health and social care services against set criteria
There are various changes that are made in health and social care regarding the rules, regulations and their policies of working. These
changes are being measured by keeping a regular check.
Staff satisfaction: These is that kind of satisfaction which allow in knowing that weather the employees are happy with their work or not. To
maintain satisfaction in employees every health care has to make some or the other changes for the employees in their working (Rolls and et.al.,
2016). Certain changes for organisation development leads to dissatisfy employees but they need to accept it for their own future benefit.
Organisation has to make different policies for evaluation and benefits of service users at health and social cares. Internal survey can be executed
for measuring the satisfaction level of employees at the workplace. If employees will be satisfied they will work more enthusiastically.Quality of
work can be considered to be important factor which can assist management in determining the satisfaction level of workers. In addition to this,
attitude is other factor which indicates staff satisfaction level. Personal interview is another tool which can be utilised for the same.
Customer satisfaction: It is the most important aspect of organisation change which is made for the satisfaction of customers (Union,2014).
Liverpool has made this changes like fast services and taking care of patients in better way. This has lead to satisfy the customers to a great
extent and make them happy. Due to this certain changes customers got a better life and it also helped them in healing emotionally. In addition to
this, personal well being of employees also got maintained worth a better life. Thus, impact of recent changes on health and social care services
has also helped in customer satisfaction. Customer feedback or market researcher can be used as a technique for determining the level of
satisfaction gained by customers. It will also help business entity in analysing the performance of products as well as company in the market.
This customer feedback can be taken by different service users who are availing the services of Liverpool health and social care.
2.3 Evaluate the overall impact of recent changes in health and social care
The changes in the global environment has a huge impact on each and every type of business or organisation. These changes or trends in the
environment highly influence the functions and performance of health and social care organisations. The overall impact of changes on health and
social care can be described as below -
 Efficiency of the organisation – The efficiency of an organisation is responsible for improving he performance of a health and social
care organisation. Changes in organisational structure, system or relocation of services can help the organisation to improve their service
delivery (Marshall and Raynor, 2014). For example NHS surgeries are not getting more efficient in terms of service delivery through
increased resources and improved technology. Health and social care organisations are effectively providing fast health carte services to
their patients which is promoting good health in the society. In context to case scenario the Liverpool home care has the 30 bed efficiency
and it gives services 24 hours.
 Service users– The another major impact of changes in health and social care has increased the satisfaction level of the patients. New
technologies, surgical practices and organisational policies played a major role in the development and improvement of health care
services offered to the patients (Snape and et.al., 2014). Therefore, patients are now more satisfied with the treatment they obtain from
health and social care organisations.

 Government– Along with the development of technologies and healthcare services, government is also getting involved in promoting
the health and social care organisations. Government is providing effective support to the organisations to improve their infrastructure
and develop their products and care services. Government is also promoting and providing the subsidies to Liverpool health and social
care
 Staff: recent changes in health and social care centres increase satisfaction level of employees. Satisfied employees brings effectiveness
in business activities and operations which brings effective results and outcomes. Changes in Liverpool health and social care facilitate
effective involvement of staff employees in the operations and business related activities.
2.4 Propose appropriate service responses to recent changes in health and social care services.
Every organisation consists of several numbers of stakeholders who play an important role in the business. It is with special consideration
of health and social care organisations whose service users are always needed to be kept satisfied in terms of the services provisioned to them.
Recently, some prominent changes regarding the quality of services has been arisen in the cited firm. Considering this, the quoted enterprise has
taken up several effective measures to focus upon the modification of their current policies and procedure (Ajzen, 2015). This is with a specific
concern of improving the undertaken work practices to enhance the quality of services rendered to the users. However, it is also important for the
mentioned establishment to continually evaluate the changes for its own and future development.
Training: In health and social care training are being given to service providers so that the discrimination can be avoided. It has also made them
learnt that equal services should be given to every service user along with proper care and needs.
Meetings: Changes are also made by way of conducting meetings so that every problem can be discussed.
Debates: Certain debates are also conducted to know both the sides in order to know and understand the needs and requirement in social care.
Policies and procedures: After doing the same policies are formed for the betterment so that it can be implemented for better results.
L O 3
3.1 Key principles of change management
Liverpool Home Care adopts to Kotter's eight steps approach to bring effective changes in health and social care settings. According to
Kotter's approach every organisational system has ability for adopting to change that increases chances towards success. Liverpool Home Care
aims at bringing effective changes so that it can consider health and safety concerns of its clients and employees and overcome the problems(Yip
and Hsiao, 2014).
Liverpool Home Care adopting to eight steps of Kotter which is explained in detail as follows:
 Liverpool Home Care needs to create sense of urgency for adopting change and making employees aware about importance of change.
This will convince employees to adopt changes and effective results can be expected.
 It needs to create guiding coalition which will can be created by establishing project team which can occupy and implement changes
which Liverpool Home Care wants to adopt. This will make employees encouraged for cooperating and results in effective and
constructive way for change.
 Creating a vision for change will benefit Liverpool Home Care to bring changes and convincing employees.
 Liverpool Home Care needs to communicate importance of its vision for change with employees. Kotter's eight steps approaches aims at
creating support and acceptance of employees so that it can lead to bring effective changes(Eldredge and et.al., 2016).
Illustration 2: change management

 Removing obstacle is the next step for adopting change and convincing employees for the same. Liverpool Home Care needs to aim at
eliminating obstacles which undermine the vision of organisation and change.
 Creating short-term wins will benefit Liverpool Home Care as employees get clear idea of happenings in organisation. Employees feel
motivated and encouraged to accept changes as they see accomplishment of goals.
 Consolidation of improvements will bring effective results for Liverpool Home Care. It needs to integrate short-term achievements and
focus on continuous improvement and long-term goals.
 Anchor the change is last step of Kotter's approach of change. Liverpool Home Care needs to make employees convinced for adopting to
change and also needs to integrate it with values, standards, new vision and behaviour of employees.
3.2 Planning of changes in health and social care
Health and social care adopts to changes in order to bring effectiveness in activities. Approaches of change management facilitates
effective changes and it also focuses on increasing quality of services and cost cutting as well. Change management approaches puts health and
social care organisations and Liverpool Home Care to focus on accomplishing targeted outcomes. Liverpool Home Care aims at bringing
changes so that it can overcome problems regarding abuse of clients and their safety concerns (Francis, 2018). Adopting to change includes
effective planning as it plays vital role for occurring and adopting changes.
 Liverpool Home Care needs to first consult effects of adopting changes in health and social care settings. Consulting about better change
management will lead to create effective planning of change. Proper planning for change management will also include communication
between various levels of management.
 Communication between levels of management affects planning process of change. Top to down communication may influence planning
process of change as it will allow guidance and direction to employees from top management. Whereas, if Liverpool Home care adopts
bottom to up communication, it includes employees suggestion and ideas and considers while planning change. Management style and
managing anxiety also considered while making plans for change (Ajzen, 2015).
 Liverpool Home Care needs to make effective planning regarding adoption of change so that it can bring positive outcomes and results.
Change planning needs to also consider development needs of its staff employees. Liverpool Home Care makes its plans for change by
considering all the important factors.
 Development needs of employees of Liverpool Home care will lead to make effective plans for change and this also ensures improved
possibilities and opportunities for future. This will result in adding more and more value to the health and social care
 Effective leadership style adopted by staff and employees of Liverpool Home care would lead to bring effective changes in Liver pool
Home care and will also benefit in managing anxiety in home care centre.
 Stakeholders analysis is process for assessing systems and potential changes to it as they relate to related and interested parties.
Stakeholders analysis is a part of stakeholder management of Liverpool Home care.
 A communication analysis focuses on meaningful communication activity, describes it, and analyses it using a relevant theory set of
theories.
 Consultation analysis is a part of teaching, learning and bringing changes in working environment. This consultation will help in making
more senses and developing the Liverpool Home care
3.3 Monitoring of recent changes in health and social care services
After adopting to change, health and social care needs to monitor the results and outcomes of it. Liverpool Home Care aims at measuring
and monitoring the results and benefits of change. It adopts various research survey to identify effectiveness and satisfaction of customers.
Monitoring recent changes and its positive outcomes will also motivate and encourage employees. Liverpool Home Care measures and monitors
recent changes by conducting group forum, analysis of data and feedback. This brings accurate results of changes which motivates employees
and also results in effective accomplishment of overall goals and objectives (Giles-Corti and et.al., 2016).
Reinforced monitoring can be done by measuring efficiency of employees and their satisfaction level. Changes adopted in health and
social care facilitate in cost benefits which is also considered as measurement. Liverpool Home Care can measures and monitor results of
changes by considering waiting and response times in its healthcare units. If customers or patients are still facing problem of long waiting time,
then it is not considered as effective change. Referral rates can be also considered while measuring and monitoring change. This refers to
responses of clients and patients who are taking services of health and social care settings (Laranjo and et.al., 2014). Clients provide with
feedback regarding efficiency of employees of Liverpool Home Care and also regarding changes adopted by them. Liverpool Home Care adopts
to changes to overcome the shortcomings happening in care setting centres. Changes will benefit healthcare setting to satisfy both its customers
and clients, which will lead to achievement of overall goals and objectives.