Analyzing Quality in HSC: Royal United Hospital Bath NHS Case Study

This report provides a comprehensive analysis of quality management within Health and Social Care (HSC) organizations, focusing on the Royal United Hospital Bath NHS as a case study. It explores the perspectives of various stakeholders, including service seekers, legal bodies, and staff workers, regarding quality. The report also examines the role of external agencies like the Care Quality Commission (CQC) and NICS in setting standards and assesses the impact of poor service quality on HSC stakeholders. Furthermore, it evaluates different approaches to implementing quality systems, such as Total Quality Management (TQM), and identifies potential barriers to delivering quality HSC services. The report also analyzes the effectiveness of existing systems, policies, and procedures in achieving quality and discusses other factors influencing the attainment of quality in HSC, such as employee support, technical equipment, financial terms, and appropriate documentation. This document is available on Desklib, a platform offering a wide range of study resources for students.

managing quality in HSC

INTRODUCTION
Quality is the most important part of HSC organization. The growth and success of the HSC
organizations are based on the quality of their work and services. The service user should feel
comfortable and satisfied with their work (Wager, et al. 2017). The HSC authorities and
stakeholders make different strategies and plans in order to improve the quality of work. The
improvement and enhancement of quality will improve the satisfaction level of service users.
This report demonstrates different perspective regarding the HSC services for determining the
quality dimensions. Moreover, the report will also describe the strategies and policies which is
made by the organization to improve the quality of work for attaining the desired goals and
objectives (Krachler and Greer, 2015). The assignment will describe all the working criteria in
the context of Royal United Hospital Bath NHS, that is also known as the trust provider. The
hospital gives proper treatment and services to their clients and patients. There are many
patients who take services and treatment from the Royal United Hospital. The management of
hospital is really concerned about maintaining the quality of work.

TASK 1
1.1 - EXPLAIN PERSPECTIVES THAT STAKEHOLDERS IN
HSCHAVE REGARDING QUALITY
The stakeholders are the most important element of the HSC organisation which helps them to
manage the activities and actions. The overall goals and objectives can be achieved with the
help of stakeholders. Mainly there are two types of stakeholders such as internal and external
stakeholders (Bowling, 2014). Stakeholders maintain a proper plan according to the needs and
requirements of the peoples that can bring proper improvement in the working style of the
hospital. while the external stakeholders are those who concentrate on quality standards and
healthcare services of the organization. the staff members work according to the plans and
strategies that are made by the stakeholders. These strategies will be helpful in achieving the
desired goals of the organization.
Apart from that, the government policies set some rules and regulation which has to be
followed by the HSC organization. The major aim of the government policies is to provide better
services and treatment to all the patients. The government has set rules for maintaining
equality among all the employees.
THE PERSPECTIVE OF SERVICE SEEKERS
They are always concern about maintaining the quality of services. The Royal United Hospital
Bath NHS is always successful in maintaining their quality standards and services with the help
of service seekers.
THE PERSPECTIVE OF LEGAL BODIES
They set the benchmark for the people which will be helpful in providing the healthy
environment to the service users. The legal bodies are really helpful for maintaining the
equality in the HSC organization.
A PERSPECTIVE OF STAFF WORKERS

The staff workers are the most important element of Royal United Hospital. They create a
healthy environment for the patients and clients which give them comfort and peace.

1.2 - ANALYSE THE ROLE OF EXTERNAL AGENCIES IN SETTING
STANDARDS
The external agencies play a significant role in the development of the HSC organizations. They
set the standards with the benchmark which is followed by the organization. There are some
tests which are conducted by the external agencies such as safety measures, nursing care,
equipment's availability, purification, and almost everything. The external agencies test all the
equipment's and activities which happens inside the Royal United Hospital to check the quality
standards (Gillam and Siriwardena, 2018). The external agencies have the right to take action if
they found the difference between the standards they have maintained. The organization must
follow the rules which are set by the external agencies.
The external agencies are updated about the current and upcoming trends of the HSC
organization. They have all the information regarding the similar trusts and hospital which is
having the same treatments. Apart from the tests and quality check the external agencies give
training to the staff members, nurses and doctors. They also guide the staff towards their duties
and responsibilities. The Royal United Hospital is benefitted from the external agencies because
they are really helpful in maintaining the quality standards of the hospital. The external
agencies are also helpful in developing better relations with the clients and patients.
ROLE OF CARE QUALITY COMMISSION (CQC)
The care quality commission (CQC) is known as the non-departmental public body of the UK,
which set rules and regulations for all the HSC organizations. The main of CQC is to provide
equal and better facilities to all the peoples.
ROLE OF NICS
The NICS set standards and policies which involves the strategies and planning that will be
helpful for HSC organization. The NICS is helpful in gaining the data of other institutions which is
having the same treatment process (Kelly, 2015). This will be really helpful for maintaining the
quality standards of the Royal United Hospital.

1.3 - ASSESS THE IMPACT OF POOR SERVICE QUALITY ON
HSCSTAKEHOLDERS
Poor service quality will impact every client, patient, staff member, and stakeholder. When a
client comes for the treatment they are mainly concern with the standards and quality of the
services. If the organization provide accurate standard work and quality services it will be
helpful for the growth and development of the organization.
The Royal United Hospital NHS should assure their patients with the good quality and services.
This is the responsibility of the HSC organization to provide best services to their patients and
clients (Barton, 2018). The quality services make the clients satisfied and comfortable. The
poor-quality services will affect the productivity of the organization. If the customer's
satisfaction level is low with the treatment and services of Royal United Hospital NHS, then it
will directly affect the growth and success of the organization. The management needs to
provide training to the staff members and workers for providing the better treatment and
services. Proper training and accurate measure of activities can be helpful in achieving
satisfying results from clients.

TASK 2
2.1 - EXPLAIN THE STANDARDS THAT EXIST IN HSCFOR
MEASURING QUALITY
The management of Royal United Hospital bath NHS makes strategies and plans to maintain the
quality standards. The strategies are helpful in maintaining a balance between the external and
internal factors. Quality care services must be provided to the people according to their needs
and requirements (Doel and Shardlow, 2017). The measurement of the quality standards is
helpful for managing the safety and security standards which provide comfort and satisfaction
to the patients.
There are some quality standards which have been made by the government and controlling
authorities such as:
MINIMUM STANDARDS
The Royal United Hospital bath NHS should maintain some basic standards for all the
employees and workers. The minimum standards will be helpful in maintaining work pressure.
The workforce will work according to the minimum standards for attaining the objectives and
goals.
BEST PRACTICE
To maintaining the position and success in the HSC industry the Royal United Hospital bath
NHS, should use best practices. The best practices will give positive results of their treatment.
BENCHMARKS
The Royal United Hospital bath NHS has to compare their performance and activities with the
other successful organization which is providing similar services to the clients (Baxter, et al.
2014). This will be really helpful for improving the performance of the company.

PERFORMANCE INDICATORS
The organization need the key performance indicators for measuring the performance of
employees and workers. The performance indicators are also beneficial for evaluating growth
and development of Royal United Hospital bath NHS.
LEGISLATION
The organization should follow all the government policies and regulations for maintaining the
quality services and standards (Gopee and Galloway, 2017). The organization should know
about all the legal rules because a wrong step can affect the brand image of the organization in
HSC sector.

2.2 - EVALUATE DIFFERENT APPROACHES TO IMPLEMENTING
QUALITY SYSTEMS
There are many approaches and method has been followed by the HSC organization in order to
improve their quality of work. The different types of approaches are really helpful in
development and growth of the organization. The different type of approaches can be used by
the management according to the situation. Every organization in HSC need a quality system for
development (Bond, 2015). The quality system process is beneficial for enhancing the quality of
work and standards of the organization.
The Total Quality Management (TQM) process is one of the most effective approaches that is
followed by the Royal United Hospital bath NHS for maintaining their quality standards. The
TQM is really helpful for facing the problematic situation. These are some different approaches
which need to be followed at the time of implementing the quality system
PLANNING POLICIES
This is the initial approach for implementing the quality system within the organization. Proper
planning and implementation will be helpful in attaining the goals and objectives.
TARGET SETTING
Only planning will not be enough for managing the quality standards (Boaz, et al. 2016).
Organization need to set targets for providing quality services to the patients.
COMMUNICATION
Communication is the most important approach for setting the quality standard in HSC
organization. There should be a structured format to share views with each other.
FLEXIBILITY
The organization structure should be flexible to deal with any type of environment. The staff
members should be flexible enough to accept any changes and challenges.

AUDIT MONITORING AND EVALUATION
This is the last stage in which progress is being tested in comparison to set standards. The plans
and strategies can be improved for getting best results.

2.3 - ANALYSE POTENTIAL BARRIERS TO DELIVERY OF QUALITY
HSCSERVICES
There are some potential barriers which comes while providing the quality services to the
peoples in HSC organization. There is some problematic situation occurs at the time of
delivering quality services to the patients. These situations impact the effective functioning and
growth of the organization (Hastings, et al. 2014). There are some factors which can be
influenced for the quality of HSC services such as
 Lack of skilled employees
 Insufficient communication
 The poor relationship between the workers and staff members
 Rude behaviour with the patients
 Lack of technical equipment’s
 Dissatisfaction of the service users
All these factors negatively impact the overall strategic planning and quality services of HSC
organization (Gopee, 2015). Poor leadership and management can also affect the organizational
structure of the Royal United Hospital bath NHS.

TASK 3
3.1 - EVALUATE THE EFFECTIVENESS OF SYSTEMS, POLICIES
AND PROCEDURES USED IN A HSCSETTING IN ACHIEVING
QUALITY IN THE SERVICE OFFERED
Within the Royal United Hospital Bath NHS organization, the health care providers follow the
strategies and regulations which is created according to the needs and requirements of the
peoples. The doctors, nurses and other staff members need to follow the policies and
procedures for achieving the success (Alrubaiy, et al. 2015). The management provides training
to the workers and the staff members for giving them information about all the important
policies and rules of the organization.
The polices which is made by the government and other authorities in the context of HSC
organization are mainly focused on the quality standards (Ringard, et al. 2014). The Royal
United Hospital Bath NHS is mainly concerned with the quality management for providing the
effective services to the patients according to there needs and requirements.

3.2 - ANALYSE OTHER FACTORS THAT INFLUENCE THE
ACHIEVEMENT OF QUALITY IN THE HSCSERVICE
There are many factors which influence the achievement of quality in the HSC organization. The
main of the social care organization is to provide better services and facilities to their patients
so that they can live their life comfortably (Haynes, 2015). There are some documentation and
values which should be remembered at the time of setting the quality standards. It will be
helpful in giving rewards and performance appraisal to the employees according to their work.
The management should maintain some strategies to handle critical situations. These are some
factors which affect the quality of services such as
 lack of support from the employees
 lack of technical equipment’s
 Poor financial terms
 Inappropriate management
 Lak of support from the stakeholders
These are some factors which influence the achievement of quality standards in the HSC
organization (Browne, et al. 2014). The operational terms and organizational behaviour also got
affected.

3.3 - SUGGEST WAYS IN WHICH THE HSCSERVICE COULD
IMPROVE ITS QUALITY
There are various by which the HSC organization can improve their quality of work. There are
some policies and procedures which can be helpful for managing the quality services. The
organization should always prepare for the new changes and challenges. It will improve the
quality of the work (Golightley and Goemans, 2017). The management should take feedback
from the employees and service users in order to improve their work quality and standards.
The new experiments and research will give better results to the organization. They should take
suggestions and guidance from the stakeholders it will be helpful in managing the external and
internal factors that affect the productivity of the HSC organization. For gaining success and
growth the Royal United Hospital Bath NHS organization follow all the government policies and
rules (Halter, M.J., 2017). Data collection from the previous research can give the helpful
information about the experiences and views of the services users.

TASK 4
4.1 - EVALUATE METHODS FOR EVALUATING HSCSERVICE
QUALITY WITH REGARD TO EXTERNAL AND INTERNAL
PERSPECTIVES
There are various methods and approaches which is helpful in evaluating the service quality of
HSC organization (Gorrindo, et al. 2014). the care quality commission (CQC) is also helpful for
providing knowledge about the internal and external factors which affects the effective
functioning of the organization.
As mentioned above the TQM is really beneficial for understanding the policies and procedures
which need to be followed by the organization (Mechanic, 2014). The Royal United Hospital
Bath NHS is adopting the TQM for evaluating the quality standards of the organization. The
organization need to maintain the quality of their services for attaining the desired goals and
objectives. The growth of the Royal United Hospital Bath NHS is based on the healthcare
policies and procedures. They are really concerned about the health of their patients. The
internal and external factors highly influence the satisfaction level of the patients. The
organization need to compare their work and performance with the other organization which
provides similar treatments and services to the patients. This will be helpful for knowing the
external and internal factors that can be influenced by the service quality of health and social
care.

4.2 - DISCUSS THE IMPACT THAT INVOLVING USERS OF
SERVICES IN THE EVALUATION PROCESS HAS ON SERVICE
QUALITY
The management can set the quality standards with the help of proper management and
collaboration. The organization should maintain the positive environment in the workplace for
providing satisfaction to the service users (Guest, et al. 2017). The quality management system
includes some elements such as hygiene, positive environment, effective working culture, and
safe environment. It is important to analyse the needs and requirements of the patients and
provide them services accordingly.
The proper management of the activities will really helpful for the organization. it will be
helpful in achieving the targets and objectives. In addition to this, there are some facilities and
services which is provided by the HSC organization to maintain a healthy relationship with the
employees (Enthoven, 2014). It will be helpful in improving the work efficiency of the
organization and helps them to enhance the profitability as well.

CONCLUSION
This report depicts the study of managing quality in the HSC organization. The quality
management is really important for the HSC organization. There are different approaches and
strategies which is made by the social care organization to maintain the quality standards. The
report studied the role and importance of stakeholders in the HSC organization. Apart from this
the external agencies and government bodies play an important role in the success of HSC
organization. furthermore, the impacts of poor services of the organization have been
described. In the end, the report concluded the effectiveness of procedures and policies which
is helpful in identifying and maintaining the quality standards.

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