Evaluating Patient-Centered Care and Healthcare Management Strategies

The assignment delves into the role of technology and patient-centricity within healthcare management. It highlights how integrating advanced technologies can improve patient care by addressing multi-morbidity effectively. The analysis draws from various academic sources discussing the implications of such integrations on patient outcomes, including works like Epstein et al.'s 'Why the nation needs a policy push on patient-centred health care' and Mendes et al.'s research in the Journal of Bacteriology and Parasitology. Furthermore, it considers economic factors discussed by Holland and Goodman's 'The Economics of Health and Health Care,' evaluating how these advancements align with current healthcare policies as detailed by Piontek and others. The document underscores the importance of a patient-centered approach, supported by studies like those from Tenner Jr. on technology threat avoidance, to ensure high-quality care in evolving healthcare environments. Ultimately, this assignment aims to provide comprehensive insights into optimizing healthcare management through strategic technological integration and a focus on patient well-being.

Managing Quality in Health
and Social Care

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different Stakeholders having different perspectives......................................................1
1.2 Impact of poor service quality on stakeholder.................................................................1
1.3 Role of external agencies..................................................................................................2
TASK 2............................................................................................................................................3
TASK 3............................................................................................................................................3
3.2 Factors affecting quality of services.................................................................................3
3.3 Suggest ways in which the chosen service could improve its quality..............................4
TASK 4............................................................................................................................................5
4.1 Impact involving users of services in the evaluation process has upon quality...............5
4.2 SERVQUAL instrument as a method for evaluating service quality...............................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Health care centres are made with a view to prevent people from the various diseases. It provides
various primary and secondary services to the people and helps people to overcome their
diseases. The main aim of the health care centres is to feel better to the patients and
understanding their problems. This project report includes various steps which should be taken
by the hospital to improve the quality of the workforce and what are the things which are lacking
behind to achieve the goal of the organisation. This report is based on Wellington hospital which
is a health care centre and helps people and achieves its objective. Though research is been done
before preparing this report. The various ideas of different individuals are been taken and then
the report is being prepared .The aim of this hospital is to provide better services to the people
and gain customer satisfaction.
TASK 1
1.1 Different Stakeholders having different perspectives
Customer: Customers are an evident part that healthcare organisation must take into
account if they want to succeed. The present report deals and emphasizes on customer
perspective of well known and renowned corporation in healthcare, Wellington Hospital situated
in United Kingdom. It offers variety of services to its patient namely digital radiology,
ultrasound and cardiac imaging and pathology services. The customers share their valuable
feedback which go in favour of the hospital. They say we were in the death bed as have already
understood that they will not live any more but someone in their relation prescribed them to have
a check up at Wellington Hospital as it gives them one more chance to live their life with full
enthusiasm (Barnett and et.al., 2012). They well went to hospital to get healthy which was not
possible because of their condition but who knows the prestigious company will give them new
opportunity to live. As, they were diagnosed and were gone in the treatment though it was costly
but nothing cost more than live.
Government: The government also provide the ways and incentives to hospital so that
the rate of disease gets a downfall. In this regard, it offers incentives so that highly costly
equipments which are needed to commemorate is available to hospital at low cost of operation.
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Employees: The doctors may be the only ones by which a hospital like Wellington is
observed. The salaries should be according to their capability and knowledge and skills.
Owners: As, the hospital is privately owned by an individual it is must that a brand
image is adequately maintained as per the norms. Maximising return on investment should not be
the goal but saving life should be the goal by reducing the expenses of low income customers
(Swayne and et.al., 2012).
1.2 Impact of poor service quality on stakeholder
Customer: The customer who had rendered poor service quality by the providers will
have a negative impact on the hospital's brand image. The patients care should be taken utmost
care because its never easy to build a goodwill but its easy to destroy it. Hence, be it a doctor or
warden or a sweeper, they all should fully give their contribution to earn and save life of patient
otherwise it will be only incurring costs and expenses and no customer satisfaction and
eventually will lead to deteriorating revenue.
Employees: Doctors are an essential part of hospital as they provide help and saves the
patients from not curable disease. As, then they are in duty with full responsibility and
dedication, then they should be paid well, if not then hospital will lose an effective asset of it
(Bur well, 2015).
Suppliers: Suppliers of the medical equipments should perform well in supplying the
adequate machinery to derive more on patient's life well. Instead of it, the management should
make their payment in well time as it ensures its credibility in making payments. In the picture of
delayed payments, suppliers will not entertain the supplies as they are not having surety of their
payments in time, As such, hospital will be unable to draw out its plan in effective way and its
suppliers will be discouraged and will be shifting it to other healthcare which provides them
higher productivity in generating revenue.
Creditors: Creditors are an essential part of any organisation as they provide loan on easy
basis on fixed instalments with yearly interest on repayable. The creditors should be guided with
the organisation full policies and procedure and nothing should be hide from them (Holland,
Goodman and Santo, 2016). The credibility of the firm will give an of crystal clear picture.
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1.3 Role of external agencies
CQC(Care Quality Commission):
The external agency like CQC provides an outlook of hospital ensuring proper quality of
services of industry and minimum standards and benchmarks. They are categorised on these
bases namely-
Patient Centred- The needs and preferences of the patients should be tailored according to
their requirements. No, extra expenses should be spent by the patient which gave outlay their
savings.
Integrity- It is the most essential point as it ensures that patients have respect to your
moral practices and it ensures that patient life's value has been properly addressed. It ensures
organisation dedication towards work.
Equality- Each and every patient should be treated equally by the firm. No one be treated
low by it. Patients life should be the agenda of the hospital (Taylor and et.al., 2011).
Privacy- Privacy should be taken care as no patients report or its disease should be known
to any stranger as it may harm patient's self esteem and his/her privacy. Only doctors of the
department should only be known of the diagnosis and disease of the patient.
B. NICE (National Institute of Clinical Excellence):
They are based on the best available evidence and aim to improve the quality of
healthcare by changing the process of healthcare. Wellington hospital strictly follows it as per
the norms it has provided. NICE helps patients to take informed decisions which are important to
their health perspectives. As such, Wellington also offers its patient to be reliable so that they can
communicate with the concern disease doctors.
The transparency will be evaluated when the communication between the doctors and
patient is observed. It will enhance the hospital's brand image and reputation in the minds of the
patients (Grok and et.al., 2013).
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TASK 2
2.1 Explain the standards that exist in health and social care centres.
The Wellington hospital is a leading hospital in London with a reputation for healthcare.
The areas of healthcare include neurosurgery, spinal surgery, and cardiac care services various
standards which are made in the health care services are as follows:the team of doctors should be
well experienced and proper facilities should be provided to the people. Medicines should be
provided within the building so that time is been reduced . In case of emergencies the medicines
are easily available from the same premises. These four measures should be taken for improving
the quality of health care services(Mendes, da Costa., 2017) Journal of Bacteriology and
Parasitology.
Proper team of doctors:
Well and experienced team of doctors are been appointed so that proper operations are
been conducted and more people are been saved.
Well equipped machines and methods should be used :
New machines and technologies should be used so tat more work is performed in a less
time period.
Number of beds in the hospital should be increased :
If the number of beds increases then the number of patients increases and it leads to the
growth in the hospital and it gains more profit.
Canteen facilities should be provided to the people :
Proper food facilities should be provided so that the people who stays with the patients
feel relaxed as they get the food from the canteen.
These steps should be followed to improve the quality of health and social care and it
increases the overall development of the hospital.(Tenner and et.al, 2017). The Relationship
Between Technology Threat Avoidance and Innovation in Health Care Organizations.
Development of different health care institutions: different health care institutions are
been made so that they provide some funds to the poor people so that they can continue their
treatment in a much better way. WHO ( World Health Organisation has been made in 1995 so
that more stress and attention is being made on the health care and thus the quality of services are
been improved.
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2.2 Evaluate different approaches to implementing quality standards.
The different approaches to implement quality standards:
Quality professional training:
A training session should be made for separate trainees so that they can perform better. If
better training is provided to the people then it will increase in the workforce and increase in the
profit of the organisation.
Clinical workforce:
The manpower who are working in the clinical area should be well experienced and
more than one person should be appointed to avoid wastage of time for getting medicines.
Teamwork:
If the whole team performs with full zeal then the organisation will achieve its objective
in a sort span of time. To achieve any big goal in any hospital or in any other organization the
main aim is performing the work in a team.
Patient participation in care decisions:
If some schemes are made by the health care centres then the patient should also
participate so that it lead to the overall development of the health care centres and it also
encourages people to take decisions (Goethe; 2017). Clinical Social Work with Underserved
Persons in Colorado in an Integrated Healthcare Facility.
Indications for health-care interventions, :
Various health care interventions should be made so that it increases and it leads to more
profit in the long run.
Clinical governance and information systems. :
A proper information should be provided to the people so that they can take the decisions
in proper manner. National institute for health and clinical excellence provides guidance and
support for the people.
2.3 Analyse potential barriers to delivery of quality health and social care services
The following are the barriers of quality of health and social care services.
Insufficient manpower: If the manpower in the hospital is less than proper functioning of the
hospital will not be there and it leads to less growth In the market. Hospital also has different
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department so according to each department people are appointed so tat proper work is being
done by everyone. Factors associated with health education specialists' attitudes towards
providing end-of-life education.
Burden of debt: If the hospital charges more money than there will be more financial burden on
the people and the people are not interested to prefer that hospital. So the charges should be
nominal so that every person should afford to take the treatment in this hospital. Person in the
rural areas are not having much money to do the treatment in the private hospitals so minimum
charges should be there so that all people can afford to do the treatment and the lives of various
people are saved ( Shah, 2017).
Lack of Optimum use of available resources: If there is less number of resources then the work
load of each person will be more and this creates the stress in the minds of every individual so all
the work is performed by limited manpower so the organisation does not achieve its goal.
Facility of buses should be provided for the people so that the hospitals which are outside the
city area should ave profit because the people who are not having the facility of moving from
one place to another can afford to come in buses and thence we can save the lives of more and
more individual.
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 services offered.
To make the system effective various policies should be made by the hospital in
achieving quality(Lane Healthcare What Comes Next?).
Some rules of the hospitals: The general rules should be made for the whole hospital unit.
Rules regarding employees working in the hospital: There should be proper leave systems for
the employees so that they get flexibility in doing their work and thus proper functioning of the
organization takes place. There should be proper time management in the hospital. Morning
timing as well as evening timing. These rules are only valid for the employees for the proper
functioning of the organization.
24 hour service: Hospital should be working 24 hours so according to that the employees are
been ired If these policies are been followed then the quality of performing the work is better and
it leads to high growth in the market and maximum profit is been achieved.
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3.2 Factors affecting quality of services
Patient Loyalty: Loyalty means that customers or patients are immensely relying on
hospital's trust because hospitals like Wellington has to constantly improves its quality of
services to ensure that its patients are being loyal towards it. Now, it builds their reputation in
favourable way.
Fast Treatment: This purely depends on hospital's modern equipments and how it earns
profit so that it can deliver the treatment by an effectual manner to patients.
Communication Barriers: Communication is very much important to get transparency
between patients and doctors or may be any of other people employed in the hospital. It will
enhance effectiveness in most probable manner (Murdoch and et.al., 2013).
Cooperation: Cooperation by patients will help the doctors more easy and effective way
to diagnose the disease and by curing it before its too late to solve it.
Amount of Illness: Wellington hospital ensures that no patient is derived by any negative
feeling. The illness of the patient should be told in the way which improves trust and boost
morale of a patient. The patients should be informed about the disease in the desired way.
Physician Skills: The skills of the doctor also has an impact on patient life. If any patient
has been handled by the doctor in effective way according to his skills, then the chance or
probability of curing the patient gradually increases.
Motivation: Its one of the best way to prevent the patient in effectual manner. When
doctors motivate the patient, then automatically half relief has been given by him/ her (Tine,
Fried and Boyd, 2012).
Facilities: The facilities and amenities provided by the Wellington hospital are up to the
mark and ensures that each and every patient remain healthy till the time he is cured.
3.3 Suggest ways in which the chosen service could improve its quality
Alignment of Organisational Processes- In order to attain efficiency of the hospital,
accreditation should be clear up to the higher extent. In that case, when organisation's policies
are familiar with the projected goals, then only alignment is possible. When the renowned brand
like Wellington its much more relevant to its growth. The need arises because of the safety and
privacy of the individuals who are admitted into the hospital.
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Immense high on Quality agenda- When the hospital is providing healthcare services ,
they should not just merely deliver it but should be purely emphasized on its quality as the main
concern of it. As, though having all the services in its hub, if there is low quality of it, then
hospital will never gain anything.
Coordination among Departments- The coordination and cooperation should be taken in
picture because when an operation of patient is about to have, then the allotted time should be
informed to the warden to make available all the equipments at the time of operation (Bar bash
and G lied, 2010).
Team Expertise- Its one of the important feature and a suggestion a hospital has to take
when are having the required skills at the time of looking after the patient, so that no loophole is
observed when the curing the patient.
Incorporating information system- Those days are gone when the hospital are doing the
paperwork. Instead of that using and implementing sophisticated information system in the
Wellington is very much helpful to have even the patients worldwide so that not only the
residents but also the worldwide people can have its benefit in authenticated way. And within the
range of individuals of the world.
TASK 4
4.1 Impact involving users of services in the evaluation process has upon quality
Care planning: The strength and consistency is very much striking and is relevant in
involving users of services. This practice is difficult to apply in real world as it is reluctant to one
of the key element. The patients who are admitted in Wellington hospital are of many varied
diseases. The one who is mentally retarded is very difficult to handle and here care planning
works its role.
Individual Differences: The differences are very much and no other person possess the
similar nature between them. As such, hospital have their key role in maintaining its dignity by
solving individual differences. The patients are taken utmost care regarding this issue (Epstein
and et.al., 2010).
Focus on Patients: When there is focus, then no duplication of efforts takes place in
between the patients' health and his security. If hospital is lacking behind this aspect, then it will
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not produce good results because patients will criticise it in the wrong way which is harmful
from the hospital's point of view as it will reduce their customer satisfaction.
Feasibility: Translational gaps were most likely to occur where staff were overburdened
with administrative responsibilities and then feasible clarification is required when staff are
solving the problems of the users of information.
Relational Skills: The relation skills which are required to be fulfilled by the
administrative staff and patients are very much relevant to build a healthy and better relationship.
The healthy relationship makes ensures that patient is loyal and committed to the trust of the
hospital.
Service delivery: The time which it takes to cover and deliver the services is very much
essential to the hospital as such, the patient should not take any negative impact on his or her
mind (Charter, 2014). It should be fast and secure.
4.2 SERVQUAL instrument as a method for evaluating service quality
These are categorised in five ways which are discussed in following points. These are
Reliability, Assurance, Tangibles, Empathy, Responsiveness. Now these will discuss one by one
with reference to Wellington hospital.
Reliability: Reliability means that patients have been given surety that they will be cured
in prescribed time by the doctor whom they have consulted. As such, patients promise should not
be broken by the concern doctor, if such happens then patient will be vain and will not trust him
any more. It will harm the goodwill of the hospital and will be unable to make profits and
revenue in that way. Once, reliability is destroyed and demolished, then organisation efforts will
be wasted and will diminish its reputation.
Assurance: The courtesy and knowledge of the employees who are committed to the
hospital convey trust and assurance to the patient so that they are not in the position to offend the
patient (Kongstvedt, 2012). This implies that the patient has been given surety and convey trust
that they will be taken good care by the doctor and his her staff. Its one of the way that will build
trust and enhance confidence in the patient that they will be cured in the best possible way.
Tangibles: Tangibles like physical medical equipments should be properly addressed to
the patients that will be used by the doctor and his staff.
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Empathy: This means to take care personal care of the patient to make him feel
comfortable that everything will be alright within short span of time.
Responsiveness: The patient should be taken care to help him in the best possible way by
listening each every query to solve and to respond it.
CONCLUSION
From the above report it is seen that various heath care issues have been organised by the
hospital. The people are well satisfied with the services provided by the hospital so that more
attention of the public is been attained and growth of the organization takes place. Various rules
should be followed by every individual wile entering the hospital and if the participation of the
people will be good then it will to high growth and success.
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REFERENCES
Books and journals
Bar bash, G. I. and G lied, S. A., 2010. New technology and health care costs—the case of robot-
assisted surgery. New England Journal of Medicine. 363(8). pp. 701-704.
Barnett, K. and et.al., 2012. Epidemiology of multi morbidity and implications for health care,
research, and medical education: a cross-sectional study. The Lancet. 380(9836). pp. 37-43.
Bur well, SUM., 2015. Setting value-based payment goals—HHS efforts to improve US health
care. N Engel J Med. 372(10). pp. 897-899.
Charter, Y. ed., 2014. Safe management of wastes from health-care activities. World Health
Organization.
Epstein, R. I. M. and et.al., 2010. Why the nation needs a policy push on patient-centred health
care. Health affairs. 29(8). pp. 1489-1
Goethe, T'S., 2017. Clinical Social Work with Underserved Persons in Colorado in an Integrated
Healthcare Facility.
Grok, R. and et.al., 2013. Improving patient care: the implementation of change in health care.
John Wiley & Sons.
Holland, S., Goodman, A. C. and Santo, M., 2016. The Economics of Health and Health Care:
Pearson International Edition. Route edge.
Kongstvedt, P. E. R., 2012. Essentials of managed health care. Jones & Bartlett Publishers.
Lane, W. H., 2017. Healthcare: What Comes Next?.
Mendes, NS, and et.al., 2017. Journal of Bacteriology and Parasitology.
Murdoch, TAB and et.al., 2013. The inevitable application of big data to health care. Jams.
309(13). pp. 1351-1352.
Piontek, A., factors associated with health education specialists' attitudes towards providing end-
of-life education.
Shah, D. C., 2017. Two Years of Triumph: Bringing Rural Healthcare to a Global Audience.
Marshall Journal of Medicine. 3(4). p. 1.
Swayne and et.al., 2012. Strategic management of health care organizations. John Wiley &
Sons.
Taylor, M. D. and et.al., 2011. The importance of transitional care in achieving health reform.
Health affairs. 30(4). pp. 746-754.
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Tenner Jr.M.R., 2017. The Relationship Between Technology Threat Avoidance and Innovation
in Health Care Organizations.
Tine, M. E., Fried, T. R. and Boyd, C. M., 2012. Designing health care for the most common
chronic condition—multi morbidity. Jams. 307(23). pp. 2493-2494.
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