Evaluating and Improving Quality in Health and Social Care: A Report

This report delves into the critical aspects of managing quality within the health and social care sector, using Rose Meadow as a case study. It begins by exploring the diverse perspectives of stakeholders, including service users, staff, and regulatory bodies like the CQC, regarding the definition and importance of quality care. The report then examines the role of external agencies in setting and enforcing standards, such as the CQC and NICE, and assesses the impact of poor service quality on various stakeholders. It further analyzes existing standards for measuring quality, different approaches to implementing quality systems, and potential barriers to delivering effective health and social care services. The report evaluates the effectiveness of current systems, policies, and procedures at Rose Meadow, identifies factors influencing quality achievement, and proposes ways to improve service quality. Finally, it explores methods for evaluating quality, considering both internal and external perspectives, and discusses the impact of service users in the evaluation process. The report concludes with recommendations for enhancing quality and ensuring the delivery of high-standard care within health and social care environments.

Managing Quality in
Health and Social Care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Perspectives of different stakeholders regarding quality..................................................1
A. Understanding the quality of care......................................................................................1
B. Stakeholders.......................................................................................................................2
C. Perception of different stakeholders..................................................................................2
1.2 Role of external agencies in setting standards..................................................................2
A. External Agencies in HSC.................................................................................................2
B. Role of external agencies...................................................................................................2
1.3 Impact of poor service quality on stakeholders of Rose Meadow....................................3
A. poor service quality...........................................................................................................3
B. Impact of poor service quality...........................................................................................3
TASK 2............................................................................................................................................4
2.1 Standards that exists in health and social care for measuring quality..............................4
A. Understanding about standards..........................................................................................4
B. Purpose of standards..........................................................................................................4
C. Three standards related to health care................................................................................5
2.2 Different approaches to implement quality systems........................................................6
A. Quality systems..................................................................................................................6
B. Evaluation of TQM............................................................................................................6
C. Other approach of quality..................................................................................................7
D. Opinion regarding best technique for quality....................................................................7
2.3 Potential barriers to delivery health and social care services...........................................7
A. Meaning of barriers...........................................................................................................7
B. Three Potential barriers......................................................................................................8
TASK 3............................................................................................................................................8
3.1 Effectiveness of systems, policies and procedures used for achieving quality of services
offered.....................................................................................................................................8
A. Meaning of system, policies and procedure......................................................................8

B. Effectiveness of three systems...........................................................................................9
3.2 Factors that influence achievement of quality at Rose Meadow......................................9
A. Three factors influencing quality of services....................................................................9
3.3 Ways through which Rose Meadow can improve quality of their services...................10
A. Three major problems......................................................................................................10
TASK 4..........................................................................................................................................11
4.1 Methods of evaluating quality of Rose Meadow considering internal and external
perspective............................................................................................................................11
A. Importance of improving quality.....................................................................................11
B. Three methods of evaluating quality of health and social care........................................12
4.2 Impact of users of services in evaluation process at Rose Meadow...............................13
A. Advantages and disadvantages of involving service users..............................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Managing quality refers to the process which assist in improving quality of product and
services to consumers in order to get their satisfaction. This requires planning related to quality,
assurance of quality through controlling and monitoring of working style. Quality management
assist in not only improving quality but also achieving it. In this report, there is discussion about
managing quality in health and social sector. It is essential to maintain quality of services offered
to client's in order to maintain long term existence in industry. Quality in health and social care is
important because consumers want some specified services such as disability, so it is essential to
among quality so satisfaction can be maintained (Amin and Zahora Nasharuddin, 2013). This
report is based on Rose Meadow which provides accommodation services, care and support
services to resistance. Aim of this association is to improve quality of living life for people. This
association provides 24*7 services by proper supervision with proper home like environment. In
this report, there is discussion about different perspectives of quality in context of health and
social care, different strategies through which quality of health and social care can be
maintained, different policies and evaluation policies and at last it discusses methodologies for
evaluating health and care services quality.
TASK 1
1.1 Perspectives of different stakeholders regarding quality
A. Understanding the quality of care
Quality of care refers to the networking through which quality of services can be
maintained by managing cost and assist in maintaining customer satisfaction. In current market,
there is essential role of technology, so it is easy to maintain telephonic and internet techniques.
Quality of services can be done with the help of time management and limited errors. In case of
health and social care, there is requirement of best quality of services to consumers. Rose
Meadow is the association which provides services related to personal care and accommodations
to help less people. As per case study, there is requirement of improvement in services offered
by individuals. So managers of Rose Meadow has to understand perspective of stakeholders to
provide best services (Barlow, Roehrich and Wright, 2013).
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B. Stakeholders
Stakeholders refers to the independent parties such as service user, service provider,
workers, family of client, government and other legal parties, etc. who have interest in working
style of association. They are the individuals, group of individuals or organizations who have
particular interest in working style of association. Stakeholders have share in organization, so
they must have complete knowledge about working style of company.
C. Perception of different stakeholders
Perceptive of different stakeholders are as under-
Service seekers- There are different client's at Rose Meadow who avail services such as
accommodation, personal care, etc. They expect best services such as proper cleanliness, timely
medication, good quality food, etc. They prefers that there personal information will not be used
for any illegal or personal reasons by Rose Meadow. For e.g. consumers wants proper
cleanliness and timely medication so there is improvement in their health.
Staff- There are different individuals who join Rose Meadow for internship and gaining
their practical knowledge. These days, there is difference in demand of consumers and clients,
hence in this case they must must have complete knowledge about latest trends. Perception of
practitioner is good and positive working environment. They are able to get opportunities for
career enhancement. They prefers to get proper guidelines and directions of working from their
seniors at Rose Meadow.
CQC- Care Quality Commission is a committee which is associated with evaluating and
monitoring practices of health and social care homes. They perceive that the center is full of
individuals who are highly trained and skilled and ensure that the services provided to patients
are at par with the care standards crafted out by the committee (Brett and et. al., 2014).
1.2 Role of external agencies in setting standards
A. External Agencies in HSC
External agencies refers to the bodies which have authority to analyse and evaluate
performance of health and social care for the purpose of authenticity. This makes working style
of Rose Meadow positive and relevant to legal policies. For health and social care, there are
some agencies which are working for providing services to consumers. There is requirement of
different types of changes which are effective and relevant in context of making changes in
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working style of Rose Meadow. External agencies plays role of watch dog and frame policies
through which health and care organizations can work. So they places essential role for
providing better services to client's.
B. Role of external agencies
Role of external agencies are discussed as under-
Care Quality Commission (CQC)- This is the non department public company
independent health care organization in England. This is the organization which inspects services
provided by health care company. As per case study of Rose Meadow, they are inspecting
operations of organization without any prior intimation. So they works t inspect whether health
and care organizations are working properly or not.
National institute for clinical excellence (NICE)- This is the association which works
as non- departmental public body in UK. This organization works for four areas such as : use of
health technologies, providing for clinical practices, guidance for public sector worker for
promoting health of individuals. So this association sets benchmarks for health and social
association in industry.
Healthcare Inspectorate- Inspectorate is the person who inspects and monitors
performance of health and social care enterprise. If there is any suspect from some client or their
relative, then they give orders of inspection (Briones-Vozmediano and et. al., 2013).
With the help of above mentioned agencies, it is clear that they are working to give
authentic and relevant services to consumers. This gives best services to consumers because they
are making efforts to improve services of health and social care. With setting standards of these
organizations, Rose Meadow will work in to give absolute services to consumers.
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1.3 Impact of poor service quality on stakeholders of Rose Meadow
A. poor service quality
Poor service quality refers to the process in which client is not able to get best services
and their satisfaction gets affected. In this case, managers of Rose Meadow are not considering
benchmarks which has to be followed. As per case study, it is evaluated that quality of services
provided by Rose Meadow is not up to the mark. Consumers are not satisfied because that place
is not safe, in order to get sufficient services there is scope of improvement, hence overall
performance of Rose Meadow is not adequate. So they are not delivering up to the mark services
to client.
B. Impact of poor service quality
When services are not up to the mark, then there is negative impact on performance of
Rose Meadow. There are different parties such as client's, their family, legal bodies, etc. gets
negative impact. Impact of poor services on different stakeholders are as under-
Service users- Service users are the individuals who are availing services from Rose
Meadow health and social care organization. Quality of services s not good, so they are not able
to learn how to do their work, they can not know about new techniques which are important in
current market. Service seekers are ot able to feel safe at Rose Meadow so they do not get mental
peace. Hence there is no social development of disable people, so development of overall UK
society is not possible (Care Quality Commission, 2012).
Organization- Rose Meadow would also be affected by poor quality in the service. This
would be because by not paying attention to the quality standards, it would soon lose trust of its
patients and this would also effect on its goodwill and its relations with its other stakeholders.
Staff members- Workforce of Rose Meadow plays crucial role in growth and
development of organization because they are dealing with client in order to assist them in their
routine work. As per case study it is evaluated that Rose Meadow is not working in effective
manner because workers are not getting proper training. This arise consumer dissatisfaction and
increase their absenteeism and turnover rate. Workers do not get proper remuneration for their
working, so they do not want to continue with Rose Meadow.
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TASK 2
2.1 Standards that exists in health and social care for measuring quality
A. Understanding about standards
Standards refers to the set benchmarks which has to achieved by providing better services
to client's. Quality is one major and essential component which assist in making long term
relations with consumers and provide satisfactory services. In order to understand specific
standards set by legal bodies while services to consumers mangers has to change working style.
Working standards are set by legal bodies as code of conduct for Rose Meadow through which
they provide assistance to disable. But as per case study all over rating of Rose Meadow is not
good because they do not give proper training to employees
B. Purpose of standards
As per case study purpose behind setting these standards is to improve quality of services
offered through proper code of conduct, care quality commission, etc. With the help of standards,
there is authentication of working style of Rose Meadow and they do not make faith promises
with relative of patient (Craig and et. al., 2013). Managers of health and social care will aid them
to provide specialized services in terms of assurance, control, audit, etc. With setting standards,
managers of Rose Meadow provides environment where client is able to work with confidence
and boost their morale.
C. Three standards related to health care
Quality standards was introduced in 2006. There are five themes which has to be
considered for managing and maintaining quality. Some quality standards are discussed as
under- Safe and effective care- There is requirement of creating safe and effective care for
disable person at health acre social care organization. This standard is implemented by
Care Quality Commission (CQC) through which clients' get best services to disables. Accessible, flexible and responsible services- Services offered by Rose Meadow are
required to be flexible, accessible as well as responsible, for its service users to find a
positive and caring environment supporting their growth. National institute for Health
and Social Care applies such practices through which they could enhance the trust and
morale of dependents (Curtis and Burns, 2015).
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 Effective communication and information- With the help of communication, it is easy
for Rose Meadow to perform commercial actions. This standard is used by Nursing
Midwifery Council (NMC) by which, they ensure coordination, collaboration and better
facilitation of information within as well as outside their care home.
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2.2 Different approaches to implement quality systems
A. Quality systems
Quality systems refers to legal and formal way to communicate about specified working
style of health and social care. It is important to benchmarks which are significant to make clear
understanding about set benchmarks through which they can perform actions of individuals.
In order to measures quality of services different approaches can be used such as TQM,
continuous improvement, six sigma, etc. With the help of such different approaches it is easy to
understand changes which are taking place in external market and take actions in order to
improve it.
B. Evaluation of TQM
TOTAL QUALITY MANAGEMENT
Total quality management refers to the technique through which consumer focused
services can be provided to them. Under this case there is continual improvement in product and
services. As per case of Rose Meadow, there is improper services to consumers because of
improper training technique, cultural diversification, etc. It is essential to understand changes
which are taking place in external market and then plans to implement in better ad relevant
manner (Curtis, 2013). So managers of Rose Meadow must use quality management tool through
which they can maintain quality of services and achieve consumer satisfaction.
In order to deal with quality issues, TQM approach must be used for understanding
quality aspects. There are eight principles through which quality can be evaluated and
maintained. These principles are discussed as under-
Customer focused- These days consumers wants to get best quality services, so under
this technique training of employees so best quality can be provided to consumers. There is
upgrading in technology which requires changes in working style by proper learning , so
workforce at Rose Meadow can perform best out of their efficiency.
Leadership- Another principle is leadership which requires head doctors and carers to
take charge of the quality of services provided within the care home.
Involvement of People- As per this principle, there is requirement of employees
participation for conducting business operations. When workers are well known about their
working style, then they feel responsible and they tries to give best while serving consumers.
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Process centered- There must be requirement of proper process through which actions
are done. There are different activities which has to be involved in providing services to client
such as planning for accommodation, proper medication, quality of food related items, etc. which
will be performed by managers in appropriate process. This process must be systematic and in
continual format(Doherty, Horne and Wootton, 2014).
Integrated system- There are different actions, plans, procedure for which some
specialized services has to be communicated. There must be horizontal sequence in actions, so
duplication of business actions will not arise. With integration of actions, best services can be
complied and perform activities in better and relevant manner.
Advantage of TQM- Through Quality management approach adopted by TQM, there is
improvement in quality of services with more consumer loyalty. Clients' of Rose Meadow gets
services at lower prices which assist in reducing variability of services. There is engagement of
employees in decisions of associations, so they feel responsible for providing best services.
Disadvantage of TQM- Fails to implement for whole organization. This method focus on
training of personnel, so this is used with statistical tool (Foot and et. al.., 2014).
Clinical Benchmarking- This is an effective procedure in which, the current performance
standards of the care home are compared and contrasted to the best services within the industry.
Advantages- It allows the firm a brief scope of improvement so that they could ensure a
better service provided to their patients.
Disadvantages- It just provides a brief overview of the standard, however, it does not
provide any sort of pathway for the organisation to attain those standards, which could consume
time as well as cost.
C. Other approach of quality
Apart from TQM, managers of Rose Meadow can use continuous improvement
technique. This is the technique which focus on improving quality of product and services on
continuous basis. This is the best way through which possibilities of error will negligible and
clients' gets satisfied with availing services from Rose Meadow.
D. Opinion regarding best technique for quality
As per my opinion, TQM approach of measuring quality is best because this is the best
way through which changes are effective and actions has to be taken through employees
participation regarding their working efficiency. With implementing this technique, managers of
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Rose Meadow can provide responsibility to employees as well and they will be accountable in
case of negative results. So inefficient service rating of Rose Meadow can nullify.
2.3 Potential barriers to delivery health and social care services
A. Meaning of barriers
Barriers refers to the factors which gives negative impact on business actions and
activities. These are the obstacles and hurdle which affects success rate. There are different
barriers such as improper planning, lack of market analysis, change in market trends, etc. which
arise in health and social care in conducting their operations.
B. Three Potential barriers
There are different barriers such as lack of communication techniques faced by Rose
Meadow due to which they are not able to provide best services to consumers. Some barriers are
discussed as under-
Lack of training- As per case of Rose Meadow, there is requirement of training for
employees, so they can perform their business actions with best (Gulliford and Morgan, 2013).
There are many technological changes taking place in society such as use of latest software,
online resources, etc. When employees have complete knowledge about latest trends, then there
will educate clients' with best technique.
Lack of leadership- According to the case, there is a serious lack of leadership within the
company due to regular employee turnover and missing space of individuals at managerial
positions.
Lack of resources- For health and social care, there is requirement of different resources
such as human resources, technical assistance, expertise knowledge, etc. So in case there is lack
of resources, then Rose Meadow is not able to work in appropriate manner and this affects
quality of services offered by them.
Lack of Effective communication- Communication is the process through which
information, ideas, thoughts can be communicated to other person. There is requirement of
proper communication technique through which workers can aware about their job roles. If there
is no proper communication, then quality of services gets negatively affected (Gurewich, Prottas
and Sirkin, 2014).
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