Assessment of Healthcare Quality: Perspectives of Stakeholders

Desklib provides solved assignments and past papers to help students succeed.

LO1- Understanding different aspects of quality with regard to
health care and social care services
1.2 Role external agencies play in determining standards.
1.1 Viewpoint that stakeholders in health and social care have with concerns to quality.
The perspective refers to opinion of different individual regarding same thing. The opinion and perspective of the individual may differ depending on their values and beliefs and interest and likes.
Similarly the perception of different stakeholder that are the patients, employees and the organization may be different for the quality management in health and social care. Stakeholders are defined as the
individuals included and having their stakes in the process and in health and social care they are considered as patient, employer and employees (Amin and Zahora Nasharuddin., 2013).
Perspective of service seeker
Service seeker are the individuals who seek services at the Royal United Hospital Bath NHS Trust and they are having own opinion regarding the quality of the services at the care home. It was reported
that the quality of care provided at the NHS Trust is according to certain care standards but not successful in achieving patient satisfaction and rapid recovery ( Akter, D’Ambra and Ray., 2013). It is seen
that the perception of quality among the service seeker at this setting is greatly based on high delivery of good services with proper equipment and resource utilization and safe and protected environment
for them.
Perception of the service provider or staff members
The service provider and the staff members at the Royal United Hospital Bath NHS Trust have huge responsibility to manage and control the quality of services they provide. The services that they
provide should be adequate in order to achieve the desired goals and achieve patient satisfaction (Sun, Fang, Lim and Straub., 2012). After evaluating the opinion of the staff members at the Trust it was
seen that senior nurses reported improper management of services and recording system at the care home. The fluid and nutrition records were not maintained adequately and the staff members reported it
to be low quality service provision. It was visible that the workers themselves have high expectations of quality and perspective that the quality at the centre is not adequate.
Perspective of the management and organization
Poor service quality impacts the organization as well as the service seeker in great
manner. The impact of poor care will be directly influencing the health of the
service seeker and services of the organization (Mosadeghrad., 2014).
Impact of poor quality on organization can lead to reduced productivity for the
organization. Similarly the profitability and the business done by Royal United
Hospital Bath NHS Trust can be affected to great level due to poor services (Lloyd.,
2017). Poor quality can also reduce the satisfaction of the patient that will lead to
less referral by them and negative publicity in community and sector. After the
inspection and warning by CQC the branding of the organization is on stake.
Poor quality on the service seeker at Royal United Hospital Bath NHS Trust leads
to improper services and low quality outcomes. The patients are not satisfied with
the quality of care promoted at the hospital. This lead to incidence of misconduct,
ill services, improper documentation handling, issues with practices and low
utilization of resources (Graban., 201). This has influenced the recovery and health
of the patients at the NHS Trust. This will result in negative publicity as well low
response rate and service user base.
1.3 Assess the effect of poor service quality on health and
social care stakeholders.
External agencies are the one that inspect and work to manage and monitor the
quality of the service at health and social care organization. The two agencies
that are mainly established for this purpose are CQC and NICE.
CQC (Care Quality Commission) is an independent public body that is aimed
at ensuring delivery of best quality services in health and social care sector
(Care Quality Commission., 2012) CQC safeguards the services and set
standards for the delivery of quality care at health care organization. It ensures
right of vulnerable individuals and helps in maintaining safe and secure
environment for them. At Royal United Hospital Bath NHS Trust the
inspection by CQC helped in improving the quality and highlighting the issues
in the care.
NICE (National Institute of Clinical Excellence) has role of providing guidance
to the NHS trust in the UK. It has chief role in providing guidance for care and
service delivery to the NHS in the UK also it works to set standards of care and
provide framework for quality service delivery in the UK (Rawlins and
Culyer., 2004).