Report: Quality Management in Healthcare Settings and Systems

This report delves into the critical aspects of quality management within the healthcare sector, examining the diverse perspectives of stakeholders, including service users, healthcare professionals, and regulatory bodies. It analyzes the roles of external agencies such as the Care Quality Commission (CQC) and the National Institute for Health and Care Excellence (NICE) in setting and enforcing healthcare standards. The report assesses the impact of poor service quality, providing insights into how failures in care delivery, such as misdiagnosis and inadequate treatment, affect patient experiences, hospital reputations, and legal repercussions. Furthermore, it explores methods for measuring and implementing quality systems, and evaluates potential barriers to delivering high-quality health and social care services, including resource limitations, staff negligence, and cultural and legal obstacles. The report also examines the effectiveness of existing policies and procedures, and suggests strategies for improving quality within healthcare settings, emphasizing the importance of patient rights and the need for continuous improvement in service delivery.

MANAGING QUALITY

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Explaining perspectives of stakeholders regarding quality...................................................1
1.2 Analysing the role of external agencies in setting standards.................................................2
1.3 Assessing the impact of poor service quality on stakeholders...............................................2
TASK 2............................................................................................................................................3
2.1 Measure quality of the standards that exist in health and social care....................................3
2.2 Different approaches to implement quality system...............................................................4
2.3 Analyse potential barriers to delivery of quality health and social care services..................4
TASK 3............................................................................................................................................5
3.1 Examine effectiveness of systems, policies and procedures used in health and social
careunits.......................................................................................................................................5
3.2 Factors that influence the achievement of quality.................................................................5
3.3 Different ways to improve quality at healthcare sector.........................................................6
TASK 4............................................................................................................................................6
4.1................................................................................................................................................6
4.2................................................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
In health care sector, managing quality is one of the most important aspects, however, it
meaning varies from different stakeholder’s perspectives such as service-seekers, workers,
regulatory bodies and others. The main aim of delivering great quality services to the people is to
diagnose their problems appropriately and improve their quality of life. The target of the
assignment is to investigate perspective of various people about quality and evaluating how poor
quality impacts them. Moreover, it will also examine applicable standards in health and social
care for implementing a sound quality system. In addition, the effectiveness of policies, systems
and procedures will be thoroughly examined.
TASK 1
1.1 Explaining perspectives of stakeholders regarding quality
There are number of stakeholders in the health and social care sector who have different
opinion & perspective about quality standard that are examined below:
Service-seekers perspectives: Individual who demands health care services to diagnose
their diseases or illness is called service-seeker or service-user. They consider quality as all the
efforts made by healthcare experts to treat patient’s diseases and chronic illness carefully to cure
them. In the given situation, Mrs Bond, struggling with cancer experienced poor quality issues. It
is because, initially, she was incorrectly diagnosed as just a normal breast tissue lump and
delivered with incorrect treatment(Burwell,2015). Later, when it is discovered, than NHS
hospital did not express any apologies. Besides this, she also noticed cleanliness issues, poor
staff behaviour, lack of communication between professional and longer waiting time for the
treatment. However, patient with serious issues like cancer must be treated promptly by
professionals within 2 weeks from General Practitioner’s referral.
Staff members perspective: All the people who put their efforts to render healthcare
facilities to the patient including professionals and service practitioners have an obligation to
maintain quality standard prescribed by NHS HospitalDay, (Casali,, 2015). In the given situation,
staff members did not provided the best quality medical treatment to Mrs Bond and even did not
showed apologies for incorrectly treating the lump. Staff members need to provide proper
medication, take right decision and inform patients about the same. However, in the given case,
they did not informed Mrs Bond about severe side effect to obtain her consent.

Commissioner’s perspectives: Regulatory bodies such as Central Quality Commission,
service commissioners and other sets quality benchmark and have right to take action, if such
standards are not meet(Gardner,2018.). In order to improve quality standard, London NHS
hospital collaborating and obtaining support from care quality commission (CQC) and National
Institute for Health & care Excellence (NICE) to overcome such issues.
1.2 Analysing the role of external agencies in setting standards
Health and social care sector in UK is a highly regulated industry that is abided by
different statutory provisions and regulations set out by external agencies such as NICE and
CQC who monitors and regulate health care facilities and protect the interest of stakeholders.
Care Quality Commission: It is an independent public body that targeted to safeguard the
service users by rendering them compassionate, highly effective and best quality medical
treatment. They plays an important role as they set out mandatory standards which London NHS
Hospital must comply with to assure superb quality treatment to people (Hardyman, 2015). The
body also monitor, administer, regulate and supervise facilitates and ensure vulnerable
individual’s right. As in the case, Mrs Bond suffering from cancer was not treated well, thus,
CQC has right to take legal actions as they did not meet the standards.
National Institute for Health & Care Excellence: It is a body of Department of Health
(DOH) which provide guidelines on following:
 Clinical practices including treatment on specific diseases
 Health technologies such as use of medicines, procedure of treatment and others
 Guiding workers about several ways to promote health to avoid ill-health problems
 Advising social care service as well as service-seekers
As in the case, London NHS Hospital’s care quality is decreasing continuously and in the
cited case, hospital staff did not provided appropriate treatment to Mrs Bond to cure cancer
problems(Wiley,2015). NICE can guide workers about different health care practices, appropriate
medical facilities and various ways to promote her health condition. It also helps to keep NHS
workers update with the use of new technologies, new vaccination and others so that patient
disease can be treated appropriately.
1.3 Assessing the impact of poor service quality on stakeholders
Delivering inappropriate, insufficient and ineffective healthcare facilities not only affect
service-users but also affect hospital reputation. In the given case scenario, NHS Hospital staff

considered lump as normal breast tissue lump and delivered wrong treatment to Mrs Bond which
create negative image about the London NHS Hospital and reduce trust and reliability of patient
on the organization. Even after the identification of poor service-delivering, do not expressing
apologies create dissatisfaction among people and develop a perception that patient are not
provided with the best quality healthcare facilities at the hospital (Valentine, 2015) Despite this,
other facilities were not managed well such as cleanliness, staff behaviour, long waiting hours
and inappropriate communication tends to built negative image. In such circumstances, legal
actions might be taken by regulatory bodies like CQC which destroy brand reputation of London
NHS Hospital. In addition to this, Mrs Bond who is a service seeker and treated inaccurately can
complaint about the poor service-delivery system. It may leads to increase negative word of
mouth publicity. Moreover, dissatisfaction tends to result loss of loyalty towards the
organization.
TASK 2
2.1 Measure quality of the standards that exist in health and social care.
In health centres and social care centres quality is the key component. It is essential for
users of social and health care services. For maintaining quality of the residential care facilities,
every organization use separate standards. Basically the levels of excellence which enables the
organization to meet the targeted quality levels can be termed as standard. The main aim of the
nurses is to follow the code of conduct and acquire all the skills that are important to fulfil the
requirements of the patients. The standards are very important to define the level of the service
and the quality of the service provided by the care units. The quality of the standard is calculated
by comparing it with the existing procedures to find out the limitations. The main criteria of
measuring the standard is to measure the quality of the service provided by the health and service
care units. Various rights and duties of the customer are included in standard. It is the one and
only duty of care workers to enhance the their standard of services provided by them. Care
workers works to fulfil the requirements of the customers in order to maintain the level of the
standard. Standard level depends upon the services provided by the health care units and social
service care units. Quality is the main factor while analysing standards, the purpose of this
standard is to increase the efficiency of the services provided by the units.

2.2 Different approaches to implement quality system.
With the motive to increase the quality of the standard, it is very important to introduce
the system in the care unit, the system will help in enhancing the quality standards. The
documents of the organization includes the details of the system's quality and the information is
passed to all the stakeholders in order to ensure the positive result from it. The focus of the
management of the health care should be highly on the set norms and standards to meet all the
requirements of the care unit, it is very much important that lay high focus on it. It is very
important to assure that the care workers are able to meet the requirements and needs of the users
and it's the responsibility of the care unit to make sure that they are following all the set norms,
rules and regulations (Sweeney, 2015). The management community can maintain the quality of
the standard by using various techniques of planning, monitoring, evaluating coordinating and by
providing proper brief of roles and responsibilities. This techniques help authorities to enhance
the quality of the system and reach the level of excellence. The approach can also be used to
measure the overall quality of the care home. This approach will help to reach the desire
standards and increase the satisfaction level among the patients, this will help in fulfilling the
demands and requirements of the patients and enhance the standard of the care home. The
application use by care home to enhance their quality will help in providing the better and
effective services.
2.3 Analyse potential barriers to delivery of quality health and social care services.
In order to provide the quality services at the care units, organization face so many
barriers which restrict it to the great extent, there are so many potential barriers which disable the
organization to serve what they want to serve. In order to the current case, it has been seen that
the doctors of the hospitals are not sufficient enough to identify the right disease and provide the
wrong treatment to the patient, because of their ignorance and negligence towards the patient,
this is a potential barrier. It has been found that I many cases because of the negligence of the
doctors, patients have to suffer a lot. This is a barrier in providing right service to the patient. In
this case it has been also seen that the staff members and doctors are not guilty of what they have
done, because there is no as such laws for such negligence and mistakes made by the doctors so
they assume that they are not answerable to anyone (Raghupathi, 2014). On the other hand it is
also believed that cultural barriers and language barriers also play very crucial role in health and
social care units. The health care unit is also affected by legal and institutional barrier. This

barrier encompasses the issues like lack of legal power for maintaining the organization which
has capabilities to fulfil all the requirements of the patients.
TASK 3
3.1 Examine effectiveness of systems, policies and procedures used in health and social careunits
Their is numerous type of policies and procedures that are followed by the health care
organization. These policies and procedures are made to develop the effectiveness of the system.
It's main aim is to develop the quality of the system and maintain the standard. According to the
national government of United Kingdom, it is basic right of Resources : The main reason behind
the this is non availability of resources, due to limited resources sometimes it become impossible
to reach the desired quality of standards which then lead to dissatisfaction among the customers.
According to some scenario, it has been seen that resources are less and the quality requires high
amount of resources.
It is essential for the organization to provide the quality services to their users and to
promote it (Prince, 2016). The system which is followed by the organization must have positive
impact on the health care system and specifies the standards of quality services. Health care
requirements are the first and foremost right of an individual I every country and every nation.
These are the general and basic requirements of the individual. As per the case it has been seen
that, the staff members of the old age home are not concerned about the people who are living
there, they continuously neglecting their requirements and needs which in return developing the
sense of dissatisfaction among them (Mossialos, 2015). The standard of the care home is ow
reached to below minimum level and this is because of the lack of the interest of the staff
members and the organization who is running it. The organization should increase their interest
and make new plans and policies to encourage the quality.
3.2 Factors that influence the achievement of quality
Resources : The main reason behind the this is non availability of resources, due to
limited resources sometimes it become impossible to reach the desired quality of standards
which then lead to dissatisfaction among the customers. According to some scenario, it has been
seen that resources are less and the quality requires high amount of resources. They have direct
influence on the quality of the product.
Financial Factors : For providing high quality of services in health care organization

financial support is must. Economic factors plays vital role in deciding the standard of the
organization. Financial factors have direct impact on the quality of the services. In health care
organizations, financial factors play critical role in planning and implementing quality services.
Unskilled Staff: It is the major drawback of any organization (Kitapci, 2014). According
to some analysis, it has been said that many organization are not able to meet the required
standards because of their unskilled and untrained staff. In all the organization and specially in
health care units workers should be well trained and skilled to provide quality services.
3.3 Different ways to improve quality at healthcare sector
Premier residential care home should be able to improve upon quality of services so that
patients may be treated quite nicely. The capability and efficiency of care takers have reduced up
to high extent which had led to many problems to patients. The major issue at healthcare is that
patients has to wait for long time in queue which is not suitable for their health. To improve upon
this, healthcare should hire efficient staff which posses certain skills and abilities to take care of
service taker in effective way. This will help them to achieve patients' satisfaction quite
effectively.
Moreover, healthcare has to improve upon technology and should update to produce
effective results. Proper records of patients should be maintained so that complication can be
reduced in providing medication to patients. It should also provide proper medical facilities to
patients so that they may be treated.
TASK 4
4.1
Enclosed in PPT
4.2
Enclosed in PPT
CONCLUSION
On the basis of above report it can be concluded that operational activities of a health and
social care sector will be improved and better financial health. There as been analysis over the
various cases and issues which influence the operational activities of the firm. The professional
of this organisation has been suggested various ways to make improvement s in the activities as
well as deliver the quality services to the patients. Further the report is also consisted of
techniques which will be helpful in terms of analysing the internal and external factors of the

health and social care services.

REFERENCES
Books and journals
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Day, G.E. and Casali, G.L., 2015. The ethics of managing health services: Why does it
matter?. Asia Pacific Journal of Health Management. 10(3). p.SI4.
Gardner, J.W., Linderman, K.W. and McFadden, K.L., 2018. Managing Quality Crossroads in
Healthcare: An Integrative Supply Chain Perspective. Quality Management Journal.
25(1). pp.2-17.
Hardyman, W., Daunt, K.L. and Kitchener, M., 2015. Value co-creation through patient
engagement in health care: a micro-level approach and research agenda. Public
Management Review. 17(1). pp.90-107.
Kitapci, O., Akdogan, C. and Dortyol, I.T., 2014. The impact of service quality dimensions on
patient satisfaction, repurchase intentions and word-of-mouth communication in the
public healthcare industry. Procedia-Social and Behavioral Sciences. 148. pp.161-169.
Mossialos, E., and Sketris, I., 2015. From “retailers” to health care providers: transforming the
role of community pharmacists in chronic disease management. Health Policy. 119(5).
pp.628-639.
Prince, M. and Karagiannidou, M., 2016. World Alzheimer report 2016: improving healthcare for
people living with dementia: coverage, quality and costs now and in the future.
Raghupathi, W. and Raghupathi, V., 2014. Big data analytics in healthcare: promise and
potential. Health information science and systems. 2(1). p.3.
Sweeney, J.C., Danaher, T.S. and McColl-Kennedy, J.R., 2015. Customer effort in value
cocreation activities: improving quality of life and behavioral intentions of health care
customers. Journal of Service Research. 18(3). pp.318-335.
Valentine, M.A., Nembhard, I.M. and Edmondson, A.C., 2015. Measuring teamwork in health
care settings: a review of survey instruments. Medical care. 53(4). pp.e16-e30.
Wiley, J.A. and Alexander, J.A., 2015. Managing chronic illness: physician practices increased
the use of care management and medical home processes. Health Affairs. 34(1). pp.78-
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Online

Five Deming Principles That Help Healthcare Process Improvement . 2017. [Online] Available
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