Managing Quality in HSC: Rose Meadow Care Home Case Study

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

MANAGING QUALITY IN HSC
1

Executive Summary
This report sheds light on the factors that affects the people of Rose Meadow both internally
and externally. Moreover, these reports highlights on the positive and negative aspects that
are found in the above-mentioned organisation. Quality assurance is considered as the major
aspect in this report. Along with that, an attempt was taken by the investigation officers to
improve the working of the organisation. The staffs were taken into special concern because
of their working pattern. Development and organising themselves has more impact that has
been discussed in this report. Various approaches have been taken up in the report that sheds
lights over the service that is being performed by the organisation.
2

Table of Contents
Introduction................................................................................................................................4
LO1............................................................................................................................................4
Task 1 Perspectives of health and social care services..............................................................4
1.1 Perspectives of stakeholders.............................................................................................4
1.2 Role of external agencies..................................................................................................6
1.3 Impact of poor services on stakeholders...........................................................................6
LO2............................................................................................................................................7
Task 2 Portray the strategies to obtain quality in health care...................................................7
2.1 Illustrate the standards found in measuring the quality of health.....................................7
2.2 Portray the different approaches for implementing the systems......................................8
2.3 Describe the potential barriers that are found in the system...........................................10
LO3..........................................................................................................................................11
Task 3 Evaluate the procedures in social care..........................................................................11
3.1 Determine the effectiveness regarding the procedures and policies of health care....11
3.2 Determine the factors that influence social health care................................................11
3.3 Portray the ways that can help in improving health care..............................................12
LO4..........................................................................................................................................14
Task 4 Demonstrate appropriate methodologies that evaluate the quality of social and health
care...........................................................................................................................................14
4.1 Discuss the methods that are used in internal and external perspectives.....................14
4.2 Detail the impact of the service users during the evaluation process...........................15
Conclusion................................................................................................................................15
References................................................................................................................................17
3

Introduction
The health and social care for an individual human being is essential for the purpose of
sustainable living. An individual tries the level best to remain healthy with the help of
balanced diet as well as regular exercises. In spite of this, there might be instances, where the
individual falls sick and admitted to any social care institutions such as Nursing Home,
Hospitals. These health care facilitators are given the responsibility to offer care to the sick
individuals in a sustainable environment. For such institutions, it is essential that they
maintain the required guidelines suggested to them by the appropriate authorities. It has been
observed that the official executives belonging to such auditing authority pay a surprise visit
to these health institutions in order to verify whether the management executives are abiding
the prescribed rules and regulations. In the present report, the executives of the Care Quality
Commission (CQC) had visited the Lifeways Rose Care and Support Limited in order to
assess their quality of care offered to the patients admitted thereby. Unfortunately, it has been
observed that the quality of care offered to the individuals by this care home (Rose Meadow)
is not up to the mark. The reasons behind this inadequate quality of care have been evaluated.
LO1
Task 1 Perspectives of health and social care services
1.1 Perspectives of stakeholders
Quality of care
The term of “Quality of care” is related to healthcare industry. This term indicates the care
offered to the ailing patients for the purpose of health benefits in order to recover from an
illness. This “Quality of care” covers the response time of the nurses in terms of patient’s
assistance, the access time to medicines as well as medical equipments.
Stakeholders
The stakeholders are identified to be the individuals that are affected by the execution of a
process either in positive ways or in negative ways. As suggested by Batalden et al. (2016,
p.510), in relevance of health and social care, the stakeholders are identified to be the
individuals who offer the care to the other individuals as well the individuals who accepts the
care from the social care givers.
4

For the current scenario involving the violation of prescribed rules and regulations at Rose
Meadow, the stakeholders are identified to be the doctors of this care institute, the patients
admitted at this care home and the nursing staffs employed in this company.
Doctors
The doctors of this healthcare unit have the main responsibility of treating the patients as per
their symptom of disease either for long-term duration or for short-term duration. As
suggested by Glasby, (2017), it is the duty of the doctors to prescribe the required medicines
for the purpose of the treatment. These doctors belonging to this healthcare unit expect
minimum quality of standards from the institution end in the form of availability of necessary
medications as well as medical equipments in a safe environment for the treatment purpose of
the patients. In addition to medications and equipments, for the purpose of quality of care,
there must be a minimal number of trained staffs present for following the prescribed care for
the patients. Any disruption in the availability of medicines or medical tools and techniques
as well as lack of trained staffs tends to frustrate a doctor. This is because, in case of life risk
of the patients, it is the sole duty of the doctors to save the life of the patient.
Patients
The patients admitted in this healthcare institute are considered one of the most important
stakeholders. This is because; it is for the beneficial purpose of these patients, that the
healthcare institutes are established and the required number of doctors and trained nurses
and staffs are employed. At the admission time of the patient in such care giving units, it is
often observed that the family members of the patients to be extremely anxious. In such
situation, it is expected that the staff of the institute be patient and helpful towards their
service to these individuals for the purpose of quality of care from the end of the healthcare
unit. As suggested by Hanefeld et al. (2017, p.368), the quality of care of a care giving
institute is assessed during the stressful phase of the patients and the family members.
Nurses
The nurses employed by this care giving unit for the assistance purpose of the doctors. As
commented by Kneafsey et al. (2016, p.75), it is the responsibility of the nurses to follow the
instructions prescribed by the doctors for the early recovery of the patients. Thus, it is
essential that the nurses are provided with proper guidance of patient care in the form of
quality training from esteemed organizations before they are given the due responsibility of
caring an ailing patient. This is necessary for the quick response of the nurses in crucial
situations involving life risk of the patients. The responsibilities of a nurse include giving
medicines to the patients, administering injections and reporting the current health condition
5

of the patient in regular intervals to the doctor. The nurses have the basic expectation of good
communication from their employer care-giving institute. This is because, they need to
follow the instructions very carefully for the well being purpose of the patients.
1.2 Role of external agencies
In UK, the care giving institutes are provided with the requisite instructions for the purpose of
quality of care by several authoritative bodies. Apart from this, these institutions are also
responsible for providing the necessary rules and regulations (england.nhs.uk, 2019). Three
of these esteemed organizations have been described below:
Care Quality Commission (CQC)
This commission is given the responsibility to ensure that continuous improvements are made
in the outcome of the patients. This commission further ensures that health and social care
services are provided to the people in safe, quality and passionate environment (cqc.org.uk.
2019).
National Health Service (NHS)
The aim of this service is to collaborate with several other healthcare authorities such as CQC
in both local level as well as national level, in order to provide quality healthcare to the
common people within reasonable financial resources (england.nhs.uk, 2019).
Healthcare Supply Chain Association (HSCA)
This is leading healthcare Group Purchasing Organizations (GPO). This is a critical cost-
saving partner of US that covers the American Hospital, Nursing Homes, Pharmacies and .
The main objectives of this collaboration include reducing the overall healthcare costs by
supporting transparency in order to improve the healthcare processes
(supplychainassociation.org, 2019).
1.3 Impact of poor services on stakeholders
A company defines the poor quality service to be a condition in which the quality of the
service provided to a consumer or an institution is not up to the mark. As commented by
Lupo, 2016, p.470), the impact of poor quality service is observed to be prominent in the
reputation of the individual or institution that is offering the service. The impact of poor
services on the stakeholders of a healthcare unit is detrimental for the healthcare company.
This is because healthcare industry involves the life risks of the patients. As per the present
6

case study, the effect of poor quality service on the doctors, nurses and patients have been
stated below:
Doctors
The doctors join a healthcare unit to offer the treatment service to the patients requiring it for
recovering from a disease. In such situation, if any instance of offering poor quality of service
is offered to the patients by the healthcare unit through the medium of doctors and patients,
then in such situations, it is observed that the doctors are held responsible and thereby
punished over the healthcare unit. On the contrary, in this case, it is the main fault of the
healthcare unit for failing to offer quality of service. This poor quality of service includes
lack of medicines, tools and equipments and trained staffs.
Patients
The patients are identified to be the stakeholders that are greatly affected by the poor quality
services. As opined by Willis et al. (2016, p.20), the patients are identified to be the
individuals who seek the service of the healthcare unit to recover from the life threatening
diseases. Thus, in case the healthcare unit offers any poor quality service to them, then it has
a large scope of the patient losing the life. In case of patients, the poor quality of service
includes lack of experienced doctors and nurses, medicines and state-of-the-art infrastructure.
Nurses
The nurses are given the responsibility of care giving to the ailing patients requiring them as
per the prescribed instruction of the doctor. Thus, this requires that both the doctors as well as
the nurses have the required skill of communication in order to interact effectively with each
other. Apart from this, the nurses are expected to be trained for handling critical patients. This
critical patient handling requires the necessary tools and techniques such as observation
charts. An instance of poor quality of care is observed in case such instruments are not
provided to the nurses and their duty is hampered.
LO2
Task 2 Portray the strategies to obtain quality in health care
2.1 Illustrate the standards found in measuring the quality of health
Standards that are found from the Care Quality Commission (CQC)
7

Standardization can be described as the idea of meeting every activities are essential in daily
lives. It equally enhances the environmental care and quality of the activities. The standard of
Care Quality Commission is responsible of putting into efforts that can help in enhancing the
quality of services produced to the patients (Svirydzenka et al. 2017). Apart from that,
standardization can be considered as a subject that functions with the audit, control,
assurance, management and functionality of a health care centre. Thus, this section
completely depends on the technical and human intelligence that will further help in
providing quality service guaranteed.
Standards that are set in health and social care
According to World Health Organisation, quality health and social care helps in providing an
access in order to allow the people to take control of their individual lives. Nevertheless, they
need to keep up the highest maximization of autonomy that will help them in regaining their
self-confidence and morale to recover them from the sufferance.
Usefulness of setting the standards that will help in achieving quality outcomes
According to Ross (2017), the appropriate strategies are effectively delivered if the
organisational structures are on the right place. Nonetheless, health and social care is
responsible of working directly with the department of health in order to have a strong focus
that will result in better outcomes. Further, it has been found that CQC is responsible of
monitoring the fact that every individual is taken equal care in Rose Meadow. In addition, the
NHS is found responsible of delivering a wider social care system to the organisation. NHS
has applied their latest framework, which is The Accessible Information Standard (AIS) that
ensured fund and care for the people who are suffering from disability or loss of sensory
nerves. Lastly, the Health Care Supply Chain Association has followed the Regulation 11
that suggested in the restricting staff practices if suffering from mental disability. This
regulation suggests of providing extra labour towards the people who are in need of consent.
Moreover, they followed Regulation 12 that suggested of taking special and safe treatment
and care towards the patients of Rose Meadow.
2.2 Portray the different approaches for implementing the systems
Knowledge of Quality systems
According to Pronovost et al. (2017), quality systems are responsible of offering a basic
knowledge understanding the index, which are used with the help of models in care settings.
In this context, the findings have been obtained with the help of Benchmarking that is found
8

to remain under access in the health and social care service environments. On than that,
exploring the structural equation model and investigating the approach is done by quality
systems. According to Obeidat et al. (2016), Total Quality Management favours in analysis
of data. Therefore, Quality Control is used for discussing the growth of the concerned
organisation. It looks after the quality and performance that are being given by the
organisation with respect to their patients. In this respect, Total Quality Management (TQM)
helps in controlling an audit and monitoring it accordingly.
Evaluation of Total Quality Management (TQM)
According to Millar et al. (2016), TQM is considered as a structured approach towards an
organisational management. In this context, Rose Meadow has been taken into consideration.
It has been found that an inspection by the CQC has been taken on this organisation. In many
health care systems it has been found that, TQM works according to its major principles. In
this scenario, it has been found the same and the principles followed by TQM are as follows:
● To have continual improvement- It is considered as a major component of TQM
because it leads to the higher and improved quality process. According to Leff et al.
(2015), continual improvement process leads to the production of high quality
products and increase in customer expectations.
● To be customer-focused- It is the customers are considered as the final judge who will
decide whether the quality is up to date or not (Winters et al. 2016). They are the one
who are responsible of deciding the quality and service of a product.
● To follow a strategic and systematic approach- To improve business, TQM needs to
this approach in order to their mission, vision and goals. This strategic plan ensures
the quality on which the whole business is dependent.
● To be helpful in communications- It plays a very crucial role in TQM because it helps
in motivating the employees in order to improve their morale. The employees have to
be active and present everywhere in their daily operations that are taken down in the
concerned organisation. Further, it helps in creating an environment, which has unity
and success all over it.
Advantages and Disadvantages of TQM
Advantages Disadvantages
● Provides better product at low cost
● Helps in failure analysis
● Requires a deep commitment
● Demands cultural change
9

● Provides a statistical control process
● Follows the plan-do-check-act cycle
(PDCA)
● Demands time, planning and
resources
● Discourages creativity
Table 1: Advantages and Disadvantages of TQM
(Source: Created by learner)
Apart from TQM, another approach can be used in the Continuous Quality Improvement
(CQI) (Karimi and Brazier, 2016). It is used as a substitute to TQM because it deals with the
clinical practices that are mainly based on the opportunities that come on the way to improve
the processes and approaches taken in care.
Therefore, from the above discussion it can be stated that TQM is the appropriate approach
that is best about the Rose Meadow case study. It is because it helps in providing a
descriptive analysis of every process that is taken in this approach. It is also helpful because it
works in an instrumental pattern towards the audits and monitoring them well.
2.3 Describe the potential barriers that are found in the system
Barriers in health and social care are defined as the factors that help in preventing individual
access in the quality systems. Social and health care mainly faces physical barriers. The three
main potential barriers that are found in the concerned case study are poor communication,
lacking of health insurance and expired medicines.
Firstly, poor communication acts as an internal barrier for the patients because the people
mentally sick are unable to communicate about their requirements.
Secondly, health insurance is considered as the external barrier towards the quality system.
To overcome this barrier, every patient needs to have a health insurance of his or her own.
Lastly, the medicines that were found during investigation were expired and outdated. They
need to change the medicines and bring new stocks into the care system.
10

LO3
Task 3 Evaluate the procedures in social care
3.1 Determine the effectiveness regarding the procedures and policies of health care
According to Johnson et al. (2015), policies are the rules and principles that are adopted by
an organisation in order to reach their goals. On the contrary, procedures are the methods that
help in expressing policies found in the daily operations of Rose Meadow. On the other hand,
systems are the agencies that have its effective on their governance regarding to authority and
skills. Therefore, in this case study, the three systems that have been considered are as
follows:
1. PIR- According to Guerin et al. (2017), Provider Information Return (PIR)
provides permission to carry on with the investigation on Rose Meadow. Moreover,
they provide information related to the service that has been provided to the care
centre. In addition, it provides the approaches that have been taken to evaluate the
questions raised by CQC.
2. DoLS- People achieved liberty regarding their care and treatment along with a proper
legal authority. In this care home, Deprivation of Liberty Safeguards (DoLS) is
found that applies wherever required and improve the complications and conditions of
Rose Meadow. Under this system, the staffs are trained properly in order to act
functionally towards the patients.
3. AIS- As per the case study, The Accessible Information Standard is used as a
framework that helps in funding care to the people who are disabled or not in sense.
In this system, a patient will be provided with proper care and medicines in order to
prevent from the common disease, Legionella disease.
3.2 Determine the factors that influence social health care
Many factors are found to influence social and health care. In this context of Rose Meadow,
the three main factors that have been found to drive health care are Recruitment, Pre-
employment check and Safety maintenance.
Recruitment has been maintained properly in order to avoid any kind of delay in hiring
staffs for their patients. Moreover, recruiting appropriate candidates for the post of a staff at
Rose Meadow has to have the following qualities. They are as follows:
11

● To be patient
● To be calm
● To stay organised
● To be multitasked
● To be good with elderly people in the home
● To be a good listener and work accordingly
● To be knowledgeable to every aspect regarding service
Pre-employment check is necessary so that no wrong people are hired during the
recruitment. Apart from that, it means that the appropriate candidate will be hired and
provided employment to work. Once employment is done, every individual will be provided
with proper training in order to work according to the requirement of the care home.
Moreover, pre-employment check ios essential to make sure that every individual works as
per the requirement of the patient present whether enabled or disabled. In Rose Meadow,
mostly sick and mentally disabled people are present hence; to take special care of them will
be the main objective of the selected candidates.
Safety maintenance is detailed as the third aspect that encourages an influence in health and
social care. It has been found in the case study that the home meets to every requirement that
are needed by the people staying there. During the investigation, it has been found that they
have taken up special efforts to maintain safety in their home. Therefore, it was seen that
sharp elements such as knives, blades and other equipments were removed from the kitchen
and other places. This described that people residing in the home can go to the kitchen
without the help of any staff working.
3.3 Portray the ways that can help in improving health care
Improving health care can be encouraged with the help of proper balanced diet, proper
medication. In this case study, it has been found during investigation that the care plan,
assessment of risk and unusual and inappropriate staff responses were found more as
problems that hampered the lives of the people in Rose Meadow.
Care plan of this home was found inaccessible due to which enough of the informations was
found missing and the investigation was undone. Legislation was not followed accordingly
and therefore, proper evidences were not found. Diagnosis that was provided to the people
had no records present and hence, the investigation was kept incomplete. Moreover, no
guidance were provided to the people who needed it immensely. According to Greenwood et
12