Analysis of Quality Management Strategies in Health and Social Care

This report focuses on quality management within health and social care (HSC), using the Royal United Hospital Bath as a case study. It explores the definition of quality care, the perspectives of various stakeholders (staff, service users, medical representatives), and the role of external agencies like the Care Quality Commission and the National Health Service. The report delves into the impact of poor quality, including patient dissatisfaction and staff demotivation, and examines relevant standards such as the Health and Social Care Act 2008 and the Mental Capacity Act. It discusses quality systems like Total Quality Management (TQM), along with its advantages and disadvantages, and highlights barriers to quality transfer, such as staff and management shortages. The report also analyzes systems, policies, and processes like medicine management and score systems used to achieve quality in HSC services.

Managing Quality in
Health and Social Care
Table of Contents
INTRODUCTION...........................................................................................................................3

TASK 1............................................................................................................................................3
1.1 ..........................................................................................................................................3
1.2 ..........................................................................................................................................4
1.3 ..........................................................................................................................................4
TASK 2............................................................................................................................................5
2.1...........................................................................................................................................5
2.2 .........................................................................................................................................6
2.3...........................................................................................................................................7
TASK 3............................................................................................................................................7
3.1 ..........................................................................................................................................7
3.2 ..........................................................................................................................................8
3.3 ..........................................................................................................................................9
TASK 4............................................................................................................................................9
4.1 ..........................................................................................................................................9
4.2 ........................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Hospitality industry is fast developing sector which helps in economic development of
nations. It is essential for HSC to maintain superior and provide good services to patients for fast
recovery (American Geriatrics Society Expert Panel on Person‐Centered Care, Brummel‐Smith
and et. al., 2016). In order to maintain quality, there should be effective quality management
team in hospital industry. The given assignment is supported on Royal United Hospital Bath
which supply treatments and aid to people around 500000 in Bath and nearby township and
small town. The main aim of report is to realize different view and strategies of care related to
HSC. It also highlights systems, policies and process and methodological analysis for evaluation
of HSC work and quality.
TASK 1
1.1
Quality of care is defined as degree that HSC is providing to their patients in order to
improve health. For achieving quality care, health care need to be harmless, people oriented,
effectual and economic. It is manager responsibility to provide quality care to all individual who
are availing their services.
Stakeholders is referred as individual, group, organisation who possess common interest
in business. The stakeholders of respective organisation can be staff, vendor, patient,
governments (Bai, Nunez and Kalagnanam, 2012). It is essential for respective organisation to
provide health and safety along with quality to their people. The perspective of different
stakeholders in respect to quality in HSC are Staff- They are stakeholders who helps in
providing service to patients. The staffs of Royal United Hospital Bath should help consumers in
rendering treatment in best manner. They should be given guidance from high authority for
improving themselves and assisting business. Second is Service User- As per perception of
service user, it is very essential for respective organisation to provide them with quality health
and social care service so that they can be recover quickly. If respective organisation can know
about need and requirements of patients and users then they can focus on improving their
services. Last is Medical Representatives- As per perception of medical representatives, they
should provide best and quality medicines and care to their patients. It is very crucial for

respective business to provide prime equipments to representatives so that they can service
patients in best way.
1.2
External agencies are referred as regulators, society, consumers, suppliers, governments
who focus on interacting with firm and influence performance indirectly (Batini, Comerio and
Viscusi, 2012). These agencies has right to put pressure on health and social cares for improving
their quality along with following standards, procedures and rules. The agencies plays role in
reducing complaints, improve accountability, increasing morale of staff. External agencies are
regarded as national body of UK that is mainly established in order to supervise services for
serving in better services. These agencies has various role in setting standards which are as
follows:
Care Quality Commission- It is external agencies which helps HSC to regulate care
services and premises in better manner. In this agency, registered manager looks after different
HSC . This is inspection agency which look after quality and measuring of health care services.
It assist in providing ambulance, health and other services to patients. They set standard for
assisting people in better and effective manner.
National Health Service- This is also external agencies which helps in providing
services to disabled people. Such agency set standards for providing high prime work to their
users. It work on basis of various principles such as services should be comprehensive and free
to patient for their health recovery. It work at national level and focus on rendering HSC services
for better results.
1.3
Poor quality is regarded as dissatisfaction of health and social care services to users and
individuals (Beloglazov and Buyya, 2012). The respective organisation has to face various
problems in organisation due to poor quality. It can be related with different issues such as
safety, care, quality, health and others. Different factors rise poor service quality in business such
as poor training, poor management, unskilled staffs and others. This can leads to decrease in
value and goodwill of organisation in competitive marketplace. The respective organisation has
also faced such poor service quality issue in their business which decrease value in market. Some
of effect of bad work quality on HSC stakeholders are described below:

Patients- Currently, user who takes services from Royal United Hospital Bath are totally
dissatisfied because of poor quality services provided to them. This issue leads users to change
their hospital from existing to new. As this can impact their health conditions which can cause
serious problem to them. Due to lack of skilled and trained staffs leads to providing poor quality
service. Also, respective hospital does not focus on providing proper training and development to
their customers (Boniface, 2013).
Staff- The poor service quality can impact personnel and employees of respective
organisations as this can alter mind set of team. When poor quality is provided to patients then
staff become careless for performance and work. This issues is faced by staff because of lack of
proper resources and other requirements. Therefore, with their performance, standards are not
meet and they cannot provide high quality work.
TASK 2
2.1
Standards are defined as collection of regulation and set that are mainly set for delivering
work to individuals (Beniston, Lal and Mercer, 2016). With help of these standard, health and
social care cannot provide low or below standard service to patients. It is very essential for
respective business to provide high and superior service to their people by following such
standards and norms. The standards are developed for HSC in order to maintain framework. It is
developed on basis of various principles such as supporting human being, compassion,
responsive care and others. For providing better HSC such standards are made and applied in
various services like day care, housing support, care homes, hospital.
With following of different standards, Royal United Hospital Bath can easily increase
goodwill and trust among patient for taking treatment and services in effective manner. Some of
regulation that survive in HSC for measuring choice are described below:
Health and Social Care Act 2008- This standard is mainly developed for providing HSC
to people along with maintaining quality. It assist in rendering HSC to service users, patients and
others to improve their heath in better and effective manner. Royal United Hospital Bath can
easily help their patients and achieve their set objectives and goals in effective and efficient
manner. If health and social care breach such standards then are liable for penalty.

Mental Capacity Act- This standard is mainly framed for those people who are lacking
mental capacity and their decisions are made by others on their behalf. As per such standards,
individuals are making decisions and assisting them whenever required to them for better
outcomes. Such standard can help to mental disorder people along with maintaining quality in
respective organisation.
2.2
Quality system is referred as accumulation of policies, plan of action, process, processes,
incentives, resources and organisational activities that is needed in implementing and
formulating business practices (Cascio, 2015). This is regarded as blue print of business for
carrying out activities. Total Quality Approach (TQM) is long term approach which can provide
success to business with help of consumer satisfaction. It is based on different principles which
need to be followed by respective organisations such as communication, integrated system,
continual improvement, customer focused and others (Curtis and Burns, 2015). This can help
business to carry out task and achieve success in better and effective manner.
TQM is good approach for business to carry out their activities and achieve success.
Though it carry both advantages and disadvantages which are given below:
Advantages
 This helps in checking of non productive work and waste.
 This approach focus on demand and need of market.
 It provide high quality products and services to consumers.
Disadvantages
 It is expensive approach for implementing in business which cannot be carried by all
types of organisation.
 It has target of standardization which discourages creativity and innovation
 While implementing such approach, training should be provided to staffs which can
hamper production.
There are different approacher that is related to quality described below:
Just in Time- As per such approach, activities should be performed on given period of
time. As each and every work need to be done on time basis. This approach should be used by
respective organisation for getting timely work which can help in achievement of goals and
objectives.

Clinical Benchmarking- It is systematic procedures where comparison is done between
current care and practices to gain best future practices (Durbin and et. al., 2016). This type of
approach is used in evaluating, comparing, performing standard against set or specified
standards. If this approach is used by respective firm then they can enhance prime and
productivity for improvement along with reducing cost.
2.3
Barriers are regarded as problems, hindrance and obstacles that can impact performance
of business and activities (Kneese and Bower, 2013). This can create problems in
accomplishment of end and objectives of firm. The manager of respective organisation need to
identify barriers which can help them for action of finish and objectives. Some of potentials
obstruction for transferring of quality in HSC are as follows:
Lack of Staff- The Royal United Hospital Bath is facing issues of staff who are skilled,
experienced and knowledgeable. This create problems in serving their patient in better and
effective manner. Due to lack of staff, organisation cannot attain their goals and objectives in
better and effective manner. As existing staff cannot control and take care of all activities
running in business in better manner.
Lack of Management- The Royal United Hospital Bath is facing problem of
management people for successfully running of business. The existing and unskilled managers
were looking at business who are totally unaware of managing organisation and activities. This
poor management leads firm to provide poor quality service to patients which can deteriorate
their health. This can create various issues in respective organisation for providing high quality
health and social care services.
TASK 3
3.1
System is defined as accumulation of elements that has common purpose for organising
work. It is the plans, policies, methods and others for carrying work and solving issues (Leff and
et. al., 2015). Policies is regarded as formal statement that helps, support and produce by
management. It should be flexible enough to make changes as per changing environment.
Similarly, procedures are instructions for achieving goals and objectives. This is formulated

according to organisation and whenever it go. Procedures comes one after another for carrying
out work in proper and effective manner. The different powerfulness of scheme, plan of action
and process used in a health and social care setting in achieving quality in the services offered
are as follows:
Medicine Management System- In order to manage medicine in proper and effective
manner, Royal United Hospital Bath should hire skilled and capable employees or staff for
managing and storing medicine. Through this system, they can provide best medicine to
employees for fast recovery.
Score System- It is the system which is designed for rating quality of services and works
provided by employees to their patients. This can help Royal United Hospital Bath employees
for better execution and provide them motivation. With implementation of such system leads to
high quality of services and experience of employees boost to highest.
3.2
Quality is very significant factors in case of HSC that can helps in achievement of goal
and objective (Leyerle, 2016). The respective organisation has face difficulty due to quality so it
should focus on improving their system in effective way. It is essential for management to focus
on problems and find best solution for maintenance of quality of services. The element that
determinant accomplishment of quality in the health and social care service are described below:
Communication- This factor is necessary in every departments and organisation for
carrying out task and objectives. It is very essential for Royal United Hospital Bath to have good
communication channel in order to pass information from one section to another. This can helps
in accomplishment of choice in health and social care. Therefore, it can determinant and help in
better results.
Lack of assessment of equipments- There are many areas under Royal United Hospital
Bath which requires proper equipments for providing treatment to patients. As staffs are not
provided with proper knowledge and guidance regarding use of equipments in effective manner.
It is responsibility of manager to conduct training session for effectively using of equipments in
organisation so that results can be achieved.
3.3
The company run business in market which can face various problems that can impact
survival (Manchikanti and et. al., 2012). It is responsibility of manager of Royal United Hospital

Bath to focus on providing health and social care services with quality. For improving prime of
organisation, various steps can be taken by respective organisation to serve their consumer in
better and effective manner so that end and objectives can be accomplished. For amending health
and social care work and quality, various suggestions are provided to organisation which are as
follows:
Effective Governance- For improving quality of respective organisation, there are
various governance which are formed that should be applied in business. This helps in guiding
health and social care for carrying out work in effective and efficient manner. Due to lack of
effective governance Royal United Hospital Bath has faced quality issues. Therefore, in order to
solve such difficulty, it is suggested to Royal United Hospital Bath to follow proper rules,
regulation and standards for carrying out work in best possible manner.
Training- For better selecting of health and social care, it is very important for Royal
United Hospital Bath to conduct training and development session for their employees for better
use of equipments, machines and other. It should be done on frequent basis in order to make staff
aware and updated regarding quality and maintenance in organisation. This can help in
achievement of result of business in effective and efficient manner.
TASK 4
4.1
Evaluation is the process in order to determine work performed by individual and
providing any feedback or comments for improvement if required (Pusic and et. al., 2012). It can
be positive as well as negative that can effect to business. It is essential for health and social care
to do evaluation on daily basis for altering service and mental and health conditions of patients.
For evaluation of health and social work, different method acting can be used by Royal United
Hospital Bath which are as follows:
Questionnaire- It is the internal method which require quality team for preparing
questionnaire and provide to existing patients for knowing their opinions and views regarding
quality provided by organisation (Sharma, 2012). Various questions are asked in multiple choice
and subjective forms. This can help Royal United Hospital Bath to improve their quality and
serve patients in better and effective manner.

CQC inspection- It is an external methods where inspection is performed regarding
support, personal care and accommodation of wellness and societal work. This is scheduled,
depth and routine investigation of health and social care department and functions. Here, Royal
United Hospital Bath can use various quality methods like review, supervision, audits and
findings and so on. As it provide correct data and information regarding services of quality. With
use of such method, fast betterment can be performed. It is used by all types of organisation to
inspect hospital sector so that they can make improvement in proper and systematic manner.
4.2
Service users is referred as ultimate or end user who uses services given by hospitality
industry (Valentine, Nembhard and Edmondson, 2015). They want high quality goods and
services for their use. Here, service user are person who plays effective role in evaluation of
quality process. If quality of Royal United Hospital Bath is good then positive feedback is
received and vice-versa. The pros and cons of work users in evaluation process and their
suggestions for improvements are given below:
Advantages of Involving Service
Evaluation process assist in identification of different problems in terms of choice of
health and social care work. The service users provide feedback to organisation and they focus
on improving it. Here, it is responsibility of Royal United Hospital Bath to receive feedback and
change it. The user can provide guidance to management in order to change poor quality of
services and improve it.
Disadvantage of Involving Service
Each and every service users provide views and opinions from their perspective that can
create trouble and confusion to management and administration. The management of every
organisation set policies, plans and strategies. Therefore, it is problem for Royal United Hospital
Bath to alter their existing plans, policies and strategies given by service users.
CONCLUSION
As per mentioned assignment, it has been summarised that quality is essential component
in health and social care sector. It is crucial to render choice work to all stakeholders of
hospitality industry. The agencies are formulated in order to better quality and fit regulation for
organisation. If poor quality service is provided then it can impact health of patients and people.

Here, total quality management helps in achievement of goals and objectives of business in
effective and efficient manner. Therefore, manager should minimize barriers and implement best
system in order to maintain quality and efficiency in firm.

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Online
Health and social care. 2019. [Online]. Available
through:<https://www.ukessays.com/essays/nursing/managing-quality-in-health-and-
social-care-nursing-essay.php>.
WHAT IS TOTAL QUALITY MANAGEMENT (TQM). 2019. [Online]. Available through:
<https://asq.org/quality-resources/total-quality-management>.