Royal London Hospital: Quality Service Improvement in Healthcare

This report analyzes the planning and monitoring of quality service improvements within a healthcare setting, using the Royal London Hospital as a case study. It explores the legislative and statutory requirements impacting healthcare service delivery, including the Care Act 2014, Equality Act 2010, and Health & Social Care Act 2012, as well as the roles of NICE and CQC. The report examines the importance of diversity and inclusion in healthcare, discussing policies promoting equality and the benefits of diverse perspectives in improving patient care and employee engagement. It highlights the need for continuous improvement, the use of quality measurement methods, and the impact of external quality standards. The report also covers potential barriers to quality enhancement initiatives and strategies for addressing them.

Planning And Monitoring Improvements
To Quality Service In A
Healthcare Setting

Table of Contents
Activity 1.........................................................................................................................................1
Introduction......................................................................................................................................1
Main Body.......................................................................................................................................1
Conclusion.......................................................................................................................................5
Activity 2.........................................................................................................................................7
Introduction......................................................................................................................................7
P4 Review one perspectives of working practices for identification of improvisation which can
be carried out at current level.......................................................................................................7
P5 Why this perspective needs improvisation through usage of distinct sources of information.
......................................................................................................................................................8
P6 Illustrate plan for significant quality improvisation initiative within working setting...........9
P7 What are the potential barriers for completion of quality enhancement initiative...............10
Conclusion.....................................................................................................................................11
References......................................................................................................................................12
Appendix........................................................................................................................................14
Questionnaire.............................................................................................................................14

Activity 1
Introduction
Quality refers to standards of something which is identified or evaluated against other
things which are of identical kind. Basically, it implies degree of excellence of any specified
product. In context of healthcare, quality comprises of safety of providers as well as patients
along with this, efficiency of care without excessive or defensive practices, efficient, patient
centric and timely services (Al-Abri and Al-Balushi, 2014). The reason behind quality in
healthcare is that it will render effective, safe, on time, equitable, patient-centred and efficient
services. This will enable individuals to easily recover from problems they are going through.
Through this, emphasis will be laid on patients, care-coordination as well as usage of data which
acts as important aspect within this sector. The quality can be ensured by analysing data, results,
formulation of goals, creation of balanced team as well as executable plans and many other
methods can be utilised. Each healthcare possesses certain standards which are being utilised by
them for delivering services in an appropriate manner (Care Quality Commission, 2012). For
understanding the concept quality services within healthcare setting, Royal London Hospital is
taken into consideration which was founded in 1740. It renders general hospital services for
Tower Hamlets, City as well as specialised tertiary care services for patients. This essay
comprises of comparison among statutory & legislative needs, relevance of promoting diversity
along with implications of safeguarding services users.
Main Body
A legislative requirement denotes ordinances, by-laws, acts, proclamations and
regulations of commonwealth for delivering the contracted services. Basically, they implies
requirements which are forced by laws which can be applied in context of supply. Being a
manager of Royal London Hospital, an individual is liable for adhering to certain rules and
policies which are being formulated by government of UK while treating their patients. There are
different acts that can be utilised by Hospital for delivering there services. Some of them are
specified here (Grol and et. al, 2013). Care act 2014 is a legislation that sets out the ways in
which people support as well as care for meeting as well as introduces right for assessment
which comprises of self-funders, in-need support and careers. This act is liable for inspiring
caregivers like Royal London Hospital to make use of person-centred approach while
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safeguarding the vulnerabilities. The emphasis is laid on results as well as in assisting people for
connecting with local communities. Equality act 2010 is liable for legally protecting individuals
from any kind of discrimination which might take place within the working environment as well
as wider society. Thereby, this will render opportunities to all equally (Jefford and et. al, 2013).
It aims at providing fair treatment to each individual within the working environment. Therefore,
this is crucial for Royal London Hospital to ensure each individual is treated equally and
provided with options for future growth as well as protection from harassment, victimisation and
discrimination. Health & social care act 2012, formulated an independent board which will be
promoting choice of patients as well as minimise administration cost. It aims at strengthening
role of care quality commission as well as develops and monitors the activities that are being
carried out. Health and safety at workplace act 1974, illustrates the fundamental structure as
well as authority for regulation, enforcement and encouragement within workplace for safety,
welfare and health. The act is liable for defining general duties on contractors, employers,
suppliers of substances & goods and employees along with the one who maintain as well as
manage them (Kash and et. al, 2014). In context of Royal London Hospital, the manager needs to
ensure that their employees as well as patients are provided with appropriate working
environment where there safety is top priority.
Statutory requirements: They imply laws which are being passed by central
government and state. It includes needs that are made applicable through virtue of law which is
enacted by authorities. Manager of Royal London Hospital is liable for determination,
maintenance as well as updation of all the statutory requirements that are applicable in context of
healthcare.
NICE (National Institute for Health and care excellence) is department of health within
UK and is a non-departmental public body. They have published guidelines within four different
areas which are: clinical practices, supervision for public sector, social care and utilisation of
National Health Service (Kolko and Perrin, 2014). Being a manager within Royal London
Hospital, it is necessary to acknowledge role of NICE in health care services. It aims at
improvisation of results for individuals by making use of public health, social or NHS care
services. This can be attained through evidence-based guidance and rendering advice for
different practitioners along with development of performance metrics and quality standards.
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CQC (Care Quality Commission) was founded in 2009 for inspecting as well as
regulating services and is a non-departmental public body. Their role within healthcare services
or in the organisation which renders services within this sector such as Royal London Hospital,
CQC will assist them in providing their patients with high-quality, safe and effective care so that
they can be encouraged and there can be improvement within their health (McCabe and et. al,
2013). Manager of Royal London Hospital has opted for total quality management approach and
continuous improvement. TQM denotes that management has formulated a system that is based
on principle that each member of workforce is committed towards services they are being
offering for maintaining higher standards with respect to all the aspects of organisation. On the
other hand, continuous improvement defines the ongoing process for improvising services and
processes that are being delivered by peculiar firm. Along with legislations, Royal London
Hospital has opted for these approaches to ensure that their employees are provided with an
affirmative environment where they can deliver their services as per required standards and by
maintaining the quality being delivered by them.
There are certain processes through which quality can be measured, monitored as well as
improvised. It can be carried out by creation of steering committee who will be liable for
evaluation of current procedures and policies, assessment of applicable regulations and make
suggestions with respect to procedures as well as formulation of goals. The next step is to spread
the news with respect to what has to be done by each employee must be circulated to respective
entity. Outcomes must be evaluated so that it can be identified that staff of Royal London
Hospital stays up to date with the information present on reports. Along with this, corrective
strategies has to be implemented so that problems can be identified quickly. It will ensure the
quality services are being furnished by hospital.
There is an affirmative impact of external quality standards and this can be understood by
taking an instance in context of CQC. The treatment and care must be befitting as well as reflect
the needs along with preferences of users. An example can be taken with respect to this, like if
manager of Royal Hospital London is not able to address the needs of their patients then this
imply that specified standards are not met. This imply that there has to be some performance
indicators which will ensure that services meet the quality standards, they can be like individuals
must be treated with respect & dignity, improper & abusive words must be avoided and adequate
number of staff must be there who must be qualified, experienced, skilled & competent.
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The term diversity implies acknowledging that each person is different and unique in
terms of dimensions like sexual orientation, ethnicity, age, physical abilities, race, political
beliefs, race or any other ideology (Mohammad Mosadeghrad, 2013). In context of healthcare,
diversity will allow practitioners as well as nurses for rendering enhanced care to their patients as
this term will lead them to relate with patients. To understand this instance can be taken into
consideration like nurses of Royal London Hospital now the ways in which they can connect
with their patients with respect to their food, background, etc. It enables them (nurses) to provide
better care. Within health & social care environment, this is crucial that there exist equality along
with diversity for ensuring that diverse needs of individuals are met as well as equal access is
provided to each of them. Inclusion denotes sense of belongingness in context of being valued
for what they are and respecting them for the same. With respect to health care, inclusion is
being utilised for people who have disabilities and they needs to be accommodated without any
kind of restrictions (Mosadeghrad, 2014). An example can be taken to understand this like within
of Royal London Hospital each individual is treated equally and have access to all the services
which are mandatory for them.
The different policies have been formulated by manager of Royal London Hospital to ensure that
all the employees are treated equally as well as are valued for responsibilities they are carrying
out. Same goes with patients they are treating, the policies are as: Creation of an environment
where individual differences as well as contribution of employees are valued & recognised
(Nicolay and et. al, 2012). Promotion of equality within workplace as well as develop equality
objectives for ensuring that policy is entirely executed. Render training to employees so that they
are completely aware about issues associated with equality and diversity. These policies are
associated with Human Right Acts 1998 and The Equality Act 2010. With respect to healthcare,
this will render the employees with an option for life, freedom from inhuman, degrading or
torture. To acknowledge this aspect the policy related with equality has been defined by manager
of Royal London Hospital for making sure that each employee is treated on the basis of their
knowledge and capabilities as well as responsibilities are assigned to them accordingly. This is
obvious by the article right for fair trail which is provided within the Human Right Act. Along
with this, there is right for education this imply that as per enhancements within services of
healthcare each employee is liable for training and policy have been created by Royal London
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Hospital in that context. As per The Equality Act 2010, each individual have the right to be
valued and treated equally which is being ensured by manager (Ouslander and et. al, 2014).
By promoting diversity as well as inclusive practices within healthcare, will lead
employees to feel that their value is being heard and they will be delivering their best in
responsibilities carried out by them. Along with this, it will foster more innovative and creative
workforce & identify what is morally correct. Furthermore, through promotion individuals will
be aware about social norms as well as serve & render their responsibilities in an effectual
manner. The advantage that can be gained by manager by promoting diversity and inclusive
practices in Royal London Hospital, they can have distinct perspectives which might lead them
to have clearer picture of what can be done, employee engagement will be enhanced and
problems of their patients can be resolved within optimised time frame. The major limitation of
this can be creation of an environment where dignity and respect must be promoted so that any
kind of conflicts do not take place in between employees. Being manager diversity and inclusive
practices will create an affirmative impact on the ways in which services are delivered as patients
will be treated as per their requirements (Piepoli and et. al, 2014). The reason for promoting is to
make employees aware about their basic rights within the working place.
Safeguarding is defined as term for protecting human rights, well-being and health of
individuals that will allow them (young people, children or vulnerable adults) to live free from
harm, neglect and abuse. For ensuring this, government of UK has enacted distinct legislations as
well as published guidelines so that individuals can be prevented from unfair practices. Manager
of Royal London Hospital is liable for ensuring that any individual who is being treated by them
is free from any kind of neglect and abuse (Pilotto and et. al, 2017). In context of child,
safeguarding is important as in these cases victims do not have voice and can’t fend for
themselves. A disabled individual also goes through different abuses like mental, emotional and
even sexual. With respect to safeguarding, manager of Royal London Hospital needs to make
sure that the applicants or employees they have do not possess any kind criminal records so that
their attendees can have a safe environment. This is important so that each individual can have
appropriate lifestyle as per them.
SVGA (Safeguarding Vulnerable Groups Act) was passed on 2006 for avoiding risk of
harms by preventing individuals who are unsuitable for working with vulnerable adults and
children as they can get access to them through their work. It is necessary to protect service users
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so that they can have appropriate environment where they can have what they need as this is
their basic right. For ensuring this, Royal London Hospital has opted for Human Rights Act so
that there service users can have enhanced and affirmative environ where they can get treated for
problems they are going through within any kind inequality or discrimination. Safeguarding and
quality are directly associated with one other (St Pierre, Hofinger and Simon, 2016). If quality
services are being delivered for users then there rights will be protected as quality implies
delivery of standardised services by rendering satisfaction to individuals.
When the requirements of individuals will be addressed then they will be satisfied with
kind of services that are being delivered to them. But in case this do not happens then it will
shows that quality standards are not met. For understanding this aspect, an example can be taken
like an individual visit Royal London Hospital and there is no doctor to treat them then it will
lead to creation of pessimistic impact on individuals & they will not visit the premises again.
This implies that the quality of services rendered by hospital is not up to the mark and there
patients or stakeholders are not satisfied. For this, it is important to ensure that each perspective
associated with quality must be taken into consideration so that requirements of stakeholders can
be accomplished.
The reviews or feedback can be taken from staff, service users as well as community to
understand what they need and what lacks in the services furnished by Royal London Hospital.
This will lead manager to understand what improvements have to be made so that quality
improvements can be made. For this, it is important to measure the care settings to acknowledge
their limitations and work on them accordingly. By involving all the major stakeholders their
perspectives can be considered and each have their own view by addressing those innovative
alterations can be carried out.
Conclusion
From above it can be concluded that, quality denotes standards which are formulated by
organisation with respect to services they are being carrying out so that enhanced levels of
satisfaction can be attained by their consumers. For this, healthcare sector has opted to make use
of different legislations as well as approaches so that rights of both employees and their
customers can be secured and services can be provided to them as per necessary aspects. Along
with this, it is necessary for healthcare sector to ensure that they promote practices of diversity as
well as inclusiveness so that their service users can be treated as per their requirements and
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quality they are looking for. Therefore, it implies that it is necessary to safeguard them from any
kind of conditions which might lead to creation of negative impacts on them.
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Activity 2
Introduction
Planning and monitoring are two aspects which are important to be considered while
delivering services. The process associated with ways in which activities are being carried out
for attaining desired goals is defined as planning. This includes both creativity as well as analysis
while defining business constraints and opportunities (Wandersman, Chien and Katz, 2012). The
systematic process that is related with collection, analysis and usage of information for tracking
progress of program so that objectives can be attained is referred to as monitoring. This report is
based on Royal London Hospital who delivers wide range of services with respect to health care.
This report comprises of determination of process which has to be improvised, reasons for this,
formulation of plan and identification of potential barriers while carrying out improvisation.
P4 Review one perspectives of working practices for identification of improvisation which can
be carried out at current level.
While rendering services within any sector it is necessary to monitor the activities or ways
in which they are being carried out to ensure that goals can be attained as per required standards
as well as retain their users for longer duration of time. In case of health care it is also similar to
this; the way in which individuals are served creates an impact on quality of their services.
Therefore, it is necessary to identify the factors which lead to decline in their actions so that they
can be improvised (World Health Organization, 2016). Manager of Royal Hospital London is
liable for ensuring that all the demands as well as pressures can be improved which ranges from
retention staff to overall results of the healthcare firm. The evidence based practices will assist
within improvisation of capacity of organisation within effectual selection, development and
deployment of personal in ways through which best support can be rendered for furnishing
services. It is necessary for manager of Royal London Hospital to identify the factors which
leads to decline within their services.
The major practices which are being within healthcare industry include organisational
engagement, staff acquisition & development, frontline empowerment and leadership alignment
along with development. In context of Royal London Hospital, staff acquisition and development
needs to be improvised. The process of getting in human resources that are required for assigning
as well as working on specified project is defined as staff acquisition (Al-Abri and Al-Balushi,
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2014). Basically, it implies practices that are associated with recruiting as well as retention of
high quality staff. To understand the impact of staff on ways the services are delivered, an
instance can be taken. Suppose a patient comes for a check up but as work timings are completed
doctor do not attend them and ask to come tomorrow. This implies that rather than serving
humanity, individuals own personal life is important. While rendering services it is important to
keep work as the topmost priority when it comes to the life of someone. Technology is evolving
and this also creates an affirmative impact on ways in which services are rendered. An example
can be taken, due to the lack of knowledge nurse increases the intensity of laser beam while
carrying out any operation or activity. This will lead to pessimistic impact on patient as well as
Royal London Hospital. This do not imply that with enhancement of technology all staff must be
replicated but denotes that with passage of time training must be rendered so that their
performance can have improvement as well as through this there work will get smoother. This
denotes that it is an important aspect which must be enhanced so that quality services can be
delivered by Royal London Hospital. This can be done by making use of external recruitments as
well as making use of job platforms so that qualified candidate can be hired (Care Quality
Commission, 2012).
P5 Why this perspective needs improvisation through usage of distinct sources of information.
Staff acquisition as well as development is a crucial perspective which can create both
affirmative as well as pessimistic impact on overall performance of the firm. Healthcare sector or
industry is the section in which if any kind of carelessness occurs then it might take life of
someone which can be prevented. Therefore, it is important to understand that effective
workforce creates a strong impact on the ways firm deliver their services. But it is alone not
sufficient to enhance quality. An example can be taken with respect to Royal London Hospital,
suppose the firm has recruited energetic workforce with some experience. Then it do not imply
that if some technology is brought in by hospital then all can work on this as it is not possible to
acquire knowledge about all the aspects within any field (like child specialist can handle the
children in an impelling way rather than gynaecologist). Similarly, it goes with technology such
as if a person is expert within taking X-rays then it do not imply that they will also be able to
MRI with same excellence (Grol and et. al, 2013). The reason for giving examples to make it
clear that there is need for development with evolving technology and accordingly training
should be provided so that instead of making things better they get worse.
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This perspective needs to be improvised as without appropriate workforce or employee’s
quality services cannot be delivered to their patients. Therefore, manager of Royal London
Hospital needs to formulate effective strategies as well as policies which will enable them to
ensure this. The effective workforce denotes that roles and responsibilities can be carried out in
an appropriate manner and in case if any kind of unwanted situation occur then the innovative
ideas can be attained which will assist within having solution to that (Jefford and et. al, 2013).
Development will provide a strong base to each individual with respect to their responsibilities
they are carrying as appropriate training will boost up their skills which will automatically lead
to improvisation within their activities.
M3 Justification of aspects of improvisation within working practices in terms of impact on users
experience.
The improvements have to be made with respect to staff acquisition and development.
Qualified and experienced workforce will lead to creation of affirmative impact on the ways in
which services are being delivered to patients of Royal London Hospital. An instance can be
taken like if a practitioner is checking an individual then it will take time to know what is the
exact problem and may recommend some tests for ensuring. But if doctor is experienced then by
knowing the symptoms they will identify the problem. This will lead to save time along with
appropriate services can be delivered which will satisfy requirements of individuals. Being a
manager, it is important to ensure that affirmative impact is created on their visitors.
D3 Evaluation of evidences attained by sharing information among distinct stakeholders in
context of quality improvisation.
Manager is liable for sharing important details related with ways in which operations has
to be carried out. It is crucial to ensure that the formulated plans must be discussed with each
individual so that operations are being carried out accordingly. This will create an affirmative
impact on the ways in which stakeholders (assets of firm) deliver their services. An instance can
be taken to understand this aspect like if individuals know what they have to do on respective
day then they will start to work rather than waiting what has to be carried out. It will lead to
enhancement within the quality of services.
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