Analysis of Quality Management in Royal United Hospital, Bath

This report provides a comprehensive analysis of quality management in health and social care, using the Royal United Hospital as a case study. It begins by defining quality from various stakeholder perspectives, including service seekers, staff members, and legal authorities. The report then explores the roles and responsibilities of external agencies like the Care Quality Commission (CQC) and the National Institute for Clinical Excellence (NICE) in setting and maintaining quality standards. It also examines the negative impacts of poor quality in healthcare, affecting organizational functioning, service users, and government authorities. The core of the report focuses on quality standards, including effective, accessible services and adequate information flow. It further delves into quality systems, such as Total Quality Management (TQM), and discusses various approaches to managing quality within healthcare settings. Finally, the report identifies and analyzes potential barriers to quality management, such as improper training and insufficient resources, offering insights into overcoming these challenges to enhance patient satisfaction and organizational performance.

Managing Quality in
health and social

Table of Contents
INTRODUCTION....................................................................................................................... 3
TASK 1....................................................................................................................................... 3
1.1:..................................................................................................................................... 3
1.2:..................................................................................................................................... 4
1.3:..................................................................................................................................... 5
TASK 2....................................................................................................................................... 5
2.1:..................................................................................................................................... 5
2.2:..................................................................................................................................... 6
2.3:..................................................................................................................................... 7
TASK 3....................................................................................................................................... 8
3.1:..................................................................................................................................... 8
3.2:..................................................................................................................................... 8
3.3:..................................................................................................................................... 9
TASK 4...................................................................................................................................... 10
4.1..................................................................................................................................... 10
4.2:.................................................................................................................................... 10
CONCLUSION.......................................................................................................................... 11
REFERENCES............................................................................................................................ 1

l壱INTRODUCTION
The quality of task as well as activities are managed in order to gain excellence and
provide efficient health care services to meet the quality standard ans satisfy the patiences. This
process require strong planning in order to assure the quality by evaluating and controlling the
activities within health and social care sector (Balogh, Miller and Ball, 2015). Thus, the
function of external agencies is to assure the proper maintenance of quality that positively
influence the functioning of overall organisation. Quality is a significant component and proper
management of it can help the patient to maintain the hygiene and remain satisfied with the
internal services. For the better understanding of report Royal United Hospital has been selected
that look after the treatment of local residence of Bath as well as nearby towns and villages. This
report cover following topics such as understanding various perspective of quality in relation
with H&S care services. Determine the strategy for maintaining health as well as care services.
Evaluate the system and policies associated within health and social care. Further, methodology
required to measure the quality social care are covered in this report.
l壱TASK 1
l弐1.1:
Quality is the core value that is offered by the health care institution with the aim to
preserve the long term satisfaction of customer. With the increase in awareness among people
most of the individual prefer they get the clean ambiance and quick facility with the help of
innovative technology that reduces the chances of error. In relation to the Royal United Hospital
help to meet the requirement of patient by enhancing the quality of services that differ from one
individual to another. Thus, there are various stakeholders of social and health care that have
various perspective regarding quality (Burwell, 2015). Hence, the opinion of different members
are stated below:
Service seeker: Service seeker are the patients who actually seeks the help from health
care. So for them quality is the prime component that need to be maintain by an organisation
other in near future they will be less reluctant to visit the same hospital and avail the facility.
Although Royal United Hospital Bath NHS trust offer treatment to the people of town as well as
villages so they give special care to the sanitation facility and use of clean equipment that even
help the patient to recover faster.

Staff member: The service giver, worker or the practitioner of health care are liable to
sustain as well as enhance the quality within respective firm. Also the manager or the senior of
practitioner need to motivate the staff on the regular basis that how they can practice their
function effectively. Along with that the company provide the guidelines and offering positive
environment to the practitioner so that they can explore new things or trend for the betterment of
overall organisation.
Legal authority: It is the responsibility of local authorities as well to set the standard
that need to be maintained by the H&S care for the betterment of themselves as well as society
(Valentine, Nembhard and Edmondson, 2015). Herein, Royal United Hospital Bath NHS takes
special care of the basis requirement of patient that include meals, dressing, bathing and so on
that help to maintain the synergy and accomplish the standards effectively.
l弐1.2:
The prominent role and responsibility of external agency which setting standard for
social and health care are determined below:
Care Quality Commission: This is the public body of UK that remain concern to
develop the standard for health care organization to maintain the sustainable development. The
role of CQC is to safeguard the right of an individual and regulate the services by keeping the
strict supervision over the care facility effectively. In relation to the Royal United Hospital CCQ
is responsible to make sure that the hear care origination maintain the proper record of each and
every patient. Thus, these action plays an essential role for patient because they get the safe
environment where they are treated appropriately and all their information are kept confidential.
National institute for clinical excellence: It is also referred as NICE which is non
departmental body that focuses on different area of an organization. The motive of such agency
is to enhance the health care services and promote the technical and clinic practice. Moreover,
within selected organization the intervention of the association help to set the benchmark to
enhance the H&S care (Cheng and et. al., 2016).
Therefore, such external agencies assist the company to provide relevant services to the
customer by making valuable effort and improve overall services by making best possible effort.
Further, these standard are followed by the Royal United Hospital in order to give better
solution for the welfare of patient.

l弐1.3:
Situation of poor quality is the one in where client remain unsatisfied with the services
due to lack of adequate tool and technique that can enhance the overall services. This can thus
adversely affect the overall operations and can deteriorate the productivity and profitability of
health and social care organization. Thus, the negative impact or consequences of poor service
quality is defined below:
Impact on the functioning of an organization: Poor facility and lack of proper
maintenance can directly reduce the productivity of overall organization. This can also decrease
the market share of Royal United hospital even if it offer its services at reasonable rates. So if
the respective hospital do not manage the quality then CQC external agency can take the legal
actions that can directly affect the goodwill of hospital and losses the trust of society on the
health care facility of an organization.
Service user: There are certain priority of service seeker that need to be addressed by the
by the selected hospital. So if the hospital do not meet those priority then it may lead to the
dissonance as well as it may create the chances of negative publicity that can affect the
functioning of overall organization. Thus, uses of poor quality of equipment is hazardous for the
service user (Curtis and Burns, 2015).
Government authority: There are various legal authority that make significant
precaution in order to offer the efficient care facility for the betterment of overall organization.
Thus, they make crucial regulation or policies which is mandatory for all H&S care to maintain
it for the proper functioning of organization. In relation to Royal United hospital maintain the
guideline of the legal bodies other they may be penalized for adopting wrong practices.
l壱TASK 2
l弐2.1:
Quality standard provide assistance where the service seeker measure the quality and
enhance the overall performance of an organisation by providing favourable services to the
patient. It simply include the benchmark that need to be achieved by the Royal United hospital in
order to promote better quality and dealings. Thus, it is an essential component that help to
maintain the sustainability and improve the services effectively (Wager, Lee and Glaser, 2017).

As per the case respective hospital got warning by CQC agency to maintain all the record of
patient in order to manage the risk and assure the safety measure to upgrade the quality of
hospital. Hence, the aim of quality standard is to maintain the proper quality and code of
conduct so that the patient of respective company can gain the trust or faith over the organisation
and connect with them to boost up overall sales of an organisation. Some of the quality standard
that can be maintained by the organisation are defined below:
Effective services: The effective care and proper functioning area is managed by the
health and social care organisation. As per the guidelines of CQC the hospital need to function
effectively by offering desirable services to the client (Drummond and et. al., 2015).
Easily accessible and flexible services: The services being delivered by the Royal
United hospital need to be easily accessible for the smooth functioning of overall organisation.
Thus, implementation of positive environment and creation of synergy enhances the confidence,
maintain coordination among the workforce and boost up the moral in order to gain long term
success.
Adequate flow of information: Communication is an essential component of an
organisation that help to bind up the people together and help them to meet the quality standard
effectively and within stipulated time period. In relation to Royal United hospital the external
agent such as CQC follow the standard in order to maintain the internal activities for the proper
functioning of hospital. Therefore, proper communication leads to effective flow of activity and
attain the target successfully.
l弐2.2:
Quality system is a valuable component that offer deep understanding regarding the way
to communicate and maintain the effective functioning of health care organisation (Wiley and et.
al., 2015). The term benchmark plays prominent role in order to maintain the proper functioning
of business for the smooth business operation. There are various approaches to manage the
quality that include TQM, lean principle, continuous improvement and so on amongst which the
business can select most effective strategy for the proper functioning in order to enhance the
activities effectively.
Total Quality management: It refer to the systematic approach where business plays
effective roles and responsibility in order to enhance the performance of an organisation and

remain committed to achieve the objective successfully. By applying such approach the
company continuously improve its services and bring significant changes to enhance the overall
services of an organisation successfully. It is significant for the market to bring essential changes
and implement the effective strategy for the long term customer satisfaction. Hence, some of the
principles of TQM approach is defined below:
Customer focused: Most of the customer of social and healthcare prefer that they get
efficient quality product by providing proper training session to the employee (Hardyman, Daunt
and Kitchener, 2015). So application of TQM approach within Royal United Hospital Bath NHS
that help to improve the learning and lead to up-gradation of technology in order to gain best
possible effort.
Total employment involvement: Employee are service giver which is the significant
part of an social and health care. Thus, there are proper requirement or guideline that help the
business to conduct the operation and acquire the new skill or current knowledge in order to
effectively serve the customer.
Process centred: It involve the various business activity as well as actions that need to
be performed within the organisation by offering significant services to the patient (John and et.
al., 2016). Thus, respective hospital need to look after the various activity of business such as
offering accommodation, provide quality food and take care of their medication. Such
systematic format takes valuable position within an organisation.
Therefore, within the help of TQM approach the business offer prominent services that
decreasing the chances of error and satisfy the patient by offering them supreme level of
services.
l弐2.3:
Barrier is the hurdle or the hindrance which is faced by the business that affect the
performance or success (Kondasani and Panda, 2015). The chances of obstacle within Royal
United Hospital Bath NHS can arise due to various reasons like changing market trend, improper
planning, ineffective marketing planning and so on that affect the social and health care
organisation. Thus, some of the potential barrier that selected company can face while perform
day to day routine work are defined below:
Improper training: Training helps in the retention as well as up-gradation in the skills
of existing as well as new employee of health care services. With the innovation and adoption of

latest technology has lead to made it essential for the Royal United hospital to remain updated
with the external factors that educate the workforce. This is the best technique that help to
perform the function and maintain the quality by performing the cations effectively.
Insufficient resources: Royal United Hospital Bath NHS depend upon various resources
for the proper functioning of overall organisation. These resources can be either be in form of
monetary term or non monetary term so optimum utilisation of the resources can help the
company to meet the target and take effective measures for the satisfaction of service seeker.
Thus, respective health care company operate in efficient manner and maintain the quality
successfully.
Less connectivity among internal management: Communication plays valuable role
that help in easy flow of information among different stakeholders of the company. Thus, it is
vital for Royal United hospital to maintain transparency amongst the practitioner that help to
reduce the chances of hurdle or negative consequences for the proper dealing of business.
l壱TASK 3
l弐3.1:
System include the framework or the mechanism that help the firm to structure the
business activity effectively for the social and health care services. Policies are basically the
guidelines that need be followed by the organisation for the effective functioning of business in
order to maintain the effectively functioning of business. Along with that procedure are the
process or the stages that need to be performed in health and social care organisation. Herein,
Royal United Hospital can adopt score system which is used to measure the quality and maintain
the effectiveness. It include rating which is given to the various services offered by hospital to
the patient. Usage of such rating act as an agenda to motivate the employee and set priority that
need to be be performed significantly.
Quality assurance system: As per the 2008 act of heath and social care it is mandatory
for the hospital to abide by such regulation. This assure the firm to manage the resources and
perform the activities to enhance the current performance of Royal United hospital and update
their operation effectively.
l弐3.2:

The health and social care organisation include various factors that are associated with
the proper functioning of business and help to maintain the quality effectively. Thus, it is
essential for the Royal United hospital to determine these factor and perform the function based
on quality of services. Such factors are defined below:
Financial requirement: Adequate availability of fund is the essential part of an
organisation that help the firm to mange all its internal activity as well as operation effectively
(Milani and Lavie, 2015). It is basically the top priority because on the basis of this the hospital
fulfil the requirement of patient. Herein, Royal United hospital availability of financial support
assist the firm to use latest technology and maintain the quality standard which cannot take place
at the absence of sufficient fund. There are various financial options that can help the selected
hospital to cater their requirement effectively.
Customer expectation: The changing preferences of patient need to be maintained by
the health and social care organisation as it engages the patient and help them to build trust for
an organisation. Thus, in order to remain competitive it is essential for the Royal United hospital
to use innovative idea and take the constructive feedback from the employee so that they can
bring the chances and cater their expectation significantly.
l弐3.3:
Quality being an essential component within healthcare organisation need to be
constantly managed by the Royal Hospital in order to sustain the relationship between the
service seeker as well as giver. Some of the essential recommendation for the company are
defined below:
·Lack of communication amongst the internal staff is one of the loophole that can lead to
mismanagement as well as coordination issue. So the representative of respected company need
to create positive environment where everyone of them can work together and integrate their
performance for the long term success of company. Along with that the manager of hospital
should continuously interact with the practitioner and facilitate proper communication in order
to ensure the quality and enhance performance effectively.
·The internal representatives should continuously make effort to mitigate the chances of risk and
maintain the safety of employees by monitoring the activities effectively. Along with that
standard should be set for the staff or service giver which they are motivated to achieve within

stipulated time period. Hence, it leads to better accomplishment of target and efficient delivery
of services.
·TASK 4
·4.1
The internal and external perspective which can be used by the Royal United hospital
within health and service care are defined below:
Internal perspective
Total Quality Management is a significant technique that primarily help to enhance the
existing quality on regular basis. The major benefit associated with this method is that it help the
firm to continuously enhance their quality standard (Mintzberg, 2018). On contrary, this process
may be time and cost consuming due to which majority of the staff will remain less reluctant to
adopt the changes.
External perspective
Quality Audit is the most significant method that need to be adopted by the inspector of
Royal United hospital for which they need to maintain medical patients record. Thus, systematic
record of entry helps to bring transparency and leads safety due to proper treatment of each and
every patient. Along with that selected health and social care organisation need to follow the
guideline of external agencies like Care Quality Commission. Hence, adequate monitoring of
the record helps the health and social care organisation to inspect their existing performance and
regularly enhance it to meet the objective effectively (Nelson and Staggers, 2016).
l弐4.2:
Service user are the service seeker who acquire the social as well as health care services
which can positively or negatively impact the service quality of Royal United Hospital that is
defined below:
Advantage associated by involving service user within evaluation process:
·If the service user become the part of an evaluation round then it is an advantageous situation
for the company as they can regularly receive the feedback and utilised those reviews in favour
of an organisation.

·Construction suggestion can lead to innovative decision making by including diverse
knowledge and creativity in order to gain the success effectively (Sukumar, Natarajan and
Ferrell, 2015).
Disadvantage associated by involving service seeker in the process of evaluation:
·Although inclusion of service user is a beneficial process but this may create the confusion or
internal clashes. Further, health and social care organisation may take time to reach out the final
conclusion.
·This may perhaps lead to mismanagement of activities and at times complicate the activity for
the internal management to create confusion while managing the quality effectively (Allen,
Braithwaite and Sandall, 2016).
·CONCLUSION
From the above report it has been concluded that quality is the core element that need to
be managed by social and health care organisation for the effective operation of the organisation.
This is the base of the organisation on the basis of which the service seeker judge the operation
of company. The operation of social and health care organisations gets affected by the
perspective of various stakeholders who can directly or indirectly affect the operations of
business. Moreover, there are certain factors that can enhances the quality of business and can
affect the operations in order to manage the activity effectively. Further, service user being a
part of evaluation process and adequately help the firm to manage the quality and set the strategy
for the betterment of health and social care.

·REFERENCES
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