Pearson BTEC HND: Managing Quality in Health & Social Care Report

This report provides a comprehensive overview of quality management within the health and social care sector, using Wellington Hospital as a case study. It begins by identifying and analyzing the various stakeholders involved, including internal staff, patients, government bodies, and research agencies, and discusses their respective interests and expectations. The report then delves into the standards and criteria used to assess quality, highlighting the roles of organizations like the Care Quality Commission and the National Institute for Care Excellence. It examines the barriers that can hinder the delivery of high-quality services, such as patient safety concerns and the importance of employee training. The report also explores different evaluation methods, including questionnaires and interviews, to assess service quality and identify areas for improvement. Furthermore, it details the legal and regulatory frameworks, such as the Health and Safety Act and the Health and Social Care Act, that organizations must adhere to in order to ensure quality and patient well-being. The report also includes the importance of monitoring, innovation, and continuous improvement to achieve and maintain high-quality healthcare services.

MANAGING QUALITY
IN HEALTH AND SOCIAL
CARE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1................................................................................................................................................1
1.2................................................................................................................................................2
1.3................................................................................................................................................2
4.1................................................................................................................................................3
TASK 2............................................................................................................................................4
Covered in PPT...........................................................................................................................4
TASK 3............................................................................................................................................4
3.1................................................................................................................................................4
3.2................................................................................................................................................4
3.3 ...............................................................................................................................................5
4.2................................................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Different departments has their own requirements and criteria which needs to be fulfilled
effectively so that it can give the best results. In health and social care maintenance of standards
and quality is the most important factor which needs to be full filled so that ultimate objective of
providing well being can be achieved. It helps in giving the customers good services which puts
a positive impact on the image of companies (Cebul and et. al., 2011). The given report is
constructed on Wellington Hospital which is one of the most famous medical institution in UK.
Below text will explain how this institution deals with its stakeholders and maintain quality in its
services along with the barriers faced by them in reaching to desired standards.
TASK 1
1.1
Stakeholders are those who has direct or indirect interest in the functioning of a particular
institution and it is very important they are kept satisfied and informed with the proceedings of
work place. In order to explain standards in well being, different modes can be utilised. Working
staff of given organisation use their skills and knowledge to give customers best services. In
return of they expect that they are given the required job security and safety which is of immense
importance to get the required performance out of them. External stakeholders which are
customers who expects high level of satisfaction from the institution where they invest their
amount and for same it is necessary that they are given high quality services so that they do not
feel that they are ignored or ill treated (Marlatt, Larimer and Witkiewitz, 2011). It is the duty of
top management that all the proceedings of work place are carried out within the legal
framework so that government who is an important external stakeholder expectations are
fulfilled. This helps the institution to operate freely without any intervention of regulatory
bodies. Thereafter there are some other parties too which plays a significant role in the
Wellington like the research agencies. They are responsible to transfer the information regarding
the institution to all the interested parties with the help of publishing reports on global level. This
way the knowledge of quality as standard is communicated to all those who are involved in
taking the healthcare service from the cited institution (Almalki, Gerald and Clark, 2011).
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1.2
Standards are the limits which helps management in comparing the standards of the work
done. Through this process the efficiency is ascertain which is very helpful in taking the
corrective standards. In order to set targets for quality achievement different agencies plays
distinct roles. Care quality commission is the external party that ensures that Wellington is
meeting all the criteria set by legal authorities (Chassin and Loeb, 2013). Apart from this same
party also checks that the level of safety is maintained by the management for all those who wish
to take the services of given organisation along with of those who are working in it. With this a
check on the health care committee is kept so that the standards are achieved with a good quality
and in case if the required level is not achieved than this agency provides valuable solutions to
the management. Another outside party is the National Institute for Care Excellence which work
towards developing the output for all those who use the health care services. Their working is
based on proposals which are framed on the basis of knowledge and system provided by health
experts. With the assistance of this agency standards are set in the given institution which helps
the medical practitioner to give an effective service to different patients (Koh and Sebelius,
2010).
1.3
In order to make the business a success it is required that the quality of the services shall
be maintained. In case of Wellington hospital there are many such reasons as a result of which it
is not able to provide the qualitative services to customers. In the health and care sector, quality
is the main requirement to be met as there will be adverse impact on the consumers due to the
poor quality . Some of them will be patient's health and safety, clinic's effectiveness. The
customers of the hospital will be retained for long period only when they will be provided with
the best services and this shall be carried out with the support of the employees. There are many
expectations of the patients and the employees shall be trained in the manner by which they are
able to meet the requirements of consumers. The health of the patients will be affected and also
they will not feel comfortable and will not be able to trust on the treatment which will be given
to them (Barry and Edgman, 2012).
In the business there are various techniques which are used and they will be the one on
the basis of which the service quality will depend. So by using the correct techniques it will be
possible to improve the quality and by that the standards which are set will be achieved. With the
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manner in which services are made., the stakeholders will be affected and some of them are
consumers and employees of organisation. So it can be said that to maintain the success,
Wellington will have to fulfil consumers expectations and meet all there requirements (Murdoch
and Detsky, 2013).
4.1
In business it is very important that all the methods which are used in the organisation
shall be evaluated so that the performance can be measured and some of the tools which can be
used in this are described below:
 Questionnaire: This will be the method in which a set of questions is made and will be
provided to users who are required to give the answers of those. By this the shortcomings
which are present and the services with which customers are not satisfied will be
identified. This will help the hospital to take the appropriate measures by which
improvement can be made so that objectives can be attained (Andersen, Rice and
Kominski, 2011). The quality of the services provided will be enhanced with the help of
feedbacks given by various patients. Also the suggestions which are given by the
consumers will be taken into consideration and that can be used for internal and external
both purposes.
 Interview: To analyse the manner in which services are provided to patients, interview
can be conducted. In this the views of them will be known and the areas in which the
need of improvement is there will also be determined. By the use of them objectives and
customers satisfaction will be achieved.
Scientific method: The quality of the day to day services can be measured with the use of
various methods which are available. The best outcomes can be attained by the use of it in the
Wellington hospital as by this services which are provided can be evaluated. Risk will be
involved with this method as sometimes there are chances that data which is obtained by the use
of it will not be accurate and so it will be difficult to achieve targets.
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TASK 2
Covered in PPT
TASK 3
3.1
The organization need to utilize suitable approaches and techniques with the goal that
they can influence the arrangements as indicated by the institution to its service user. They need
to take after fitting tenets and controls with the goal that they can give the correct care and well
being to their patients. There are a few guidelines and directions with the goal that given hospital
can guarantee the nature of administrations to patients. Health and safety act can provide law
which helps in giving the well-being and security law which is connected with the
representatives and additionally staff. In Wellington Hospital, they need to take after the
obligations at the work environment with the goal that they would create a relation between
representative and in addition business (Manary, 2013). At the work environment, worker needs
the security identified with the employment. They need to take after the security laws and on the
premise of that they need to give the direction of the law not as a legitimate exhortation. The
another demonstration is Health and Social Care act which build up commission of care quality.
Representatives of Wellington Hospital know about the guidelines and controls and strategies
which they are following. They need to give the better nature of the administrations and it is
imperative that management guarantee the legitimate and suitable well-being of the patients and
solve their issues (Burwell, 2015).
3.2
In order to achieve the quality standards in given hospital the stakeholder ensure proper
monitoring over
Quality is an essential factor which helps in accomplishing the objectives and destinations. There
are diverse standards and strategies which are embraced by the partners with the goal that they
can execute the objectives and destinations. They need to do appropriate observing of the
considerable number of exercises which helps in keeping up the models of giving the
administrations so they can achieve the objectives. Every one of the administrations which are
conveyed to them they need to give in a group alongside the best possible coordination of
Wellington Hospital which enhance the nature of administrations. They need to utilize new and
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imaginative plans to convey the best administrations. Besides, they need to deal with the nature
of administrations (Tinetti, Fried and Boyd, 2012). They need to give preparing and
improvement to their representatives which help with expanding the staff competency and by
that patients will get the incredible administrations. There are a few elements which are:
 Patients socio-statistic factors
 Sort of patient sickness
The workers of Wellington Hospital need to consider these variables as it helps in
accomplishing the nature of the administrations. Alongside this they can convey the services to
their buyers so they do not confront any issues. For the business element, patients are imperative
part on the grounds that through that they can accomplish the objectives and give the better
nature of administrations to them.
3.3
In this association to enhance its quality need to give the learning and advancement
procedure that can upgrade the information of the part that can enhance the administrations and
also standards (Cohen, Shoseyov and Kerem, 2011). In different process that is going to the
courses, meeting about the administrations and furthermore improve the execution of the care
that can quantify the nature of the services which is given to the patient. The part to enhance
their best playing out the assignment in a superior way to comprehend the confinement of the
administrations. In this association the labourer must be cognizant with respect to the lawful
procedure which are trailed by the representatives (Boniface, 2013). It can likewise set the
coordination between the staff individuals that mindful about the all data of the association. They
can settled the work arranged climate they done or not. In this procedure the gathering exchange
that is enhance the correspondence ability great additionally get the learning about the
administrations. It depends on the better mindfulness and fulfilment of the clients.
4.2
Involving different parties in determining the level of service is of great help. This way
management gets to know about its strength and weaknesses and hence can take the corrective
actions. When user of services show their consideration their feedbacks highlights the different
facts about the quality which is being deliver to them. This way the challenging areas are given
more care which further leads to advancement in quality as than management try to remove
various obstacles faced while delivering care and bring the required change in management.
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Given below are the distinct points which gives the details of role of getting involvement of
different users:
Statistic principal – According to this standards it requires the great arrangements which are
involve in the concern of the general population about the administration and furthermore
familiarity with their well-being and care benefit (Chaffey and White, 2010). The primary point
of this strategy is to improve the global well-being management that collect for social
administrations. Individuals likewise assessed the familiarity with the specific administrations
that aid in an upgrade the mindfulness in regards to the administrations which they utilized.
Administration change - The primary goal of this procedure is accomplish the more experience
for clients in social insurance administrations. It is essentially enhanced the consumer loyalty
with respect to the administration that gave by the human services administrations. In the
Wellington Hospital enhance the standard of the clients that can mindful about the nature of
administrations (Chandrasekaran, Senot and Boyer, 2012). It was recommended the
administrations that can utilized by the clients. It can improve the connection between local
individual and furthermore the uncommonly master. That can be work for the clients fulfilment
and improve criticism from the clients.
CONCLUSION
From given study it has been summarised that different stakeholders play a crucial role in
maintaining quality service in health and care department. Distinct agencies assist in ensuring the
use of good standards in the given organisation as discussed in above text. Later, it is highlighted
that how with the concept of feedback and benchmarking company work on improving its
services. Thereafter, the report concluded with different factors which are helpful in bringing a
good change in Wellington hospital.
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REFERENCES
Books and Journals
Cebul, R.D. And et. al., 2011. Electronic health records and quality of diabetes care.New
England Journal of Medicine.365(9). pp.825-833.
Marlatt, G.A., Larimer, M.E. and Witkiewitz, K. eds., 2011. Harm reduction: Pragmatic
strategies for managing high-risk behaviors. Guilford Press.
Almalki, M., FitzGerald, G. and Clark, M., 2011. Health care system in Saudi Arabia: an
overview/Aperçu du système de santé en Arabie saoudite. Eastern Mediterranean health
journal. 17(10). p.784.
Chassin, M.R. and Loeb, J.M., 2013. High‐reliability health care: getting there from here. The
Milbank Quarterly.91(3). pp.459-490.
Koh, H.K. and Sebelius, K.G., 2010. Promoting prevention through the affordable care act. New
England Journal of Medicine. 363(14). pp.1296-1299.
Barry, M.J. and Edgman-Levitan, S., 2012. Shared decision making—the pinnacle of patient-
centered care. New England Journal of Medicine. 366(9). pp.780-781.
Andersen, R.M., Rice, T.H. and Kominski, G.F., 2011. Changing the US health care system: Key
issues in health services policy and management. John Wiley & Sons.
Murdoch, T.B. and Detsky, A.S., 2013. The inevitable application of big data to health care.
Jama. 309(13). pp.1351-1352.
Manary, M.P., Boulding, W., Staelin, R. and Glickman, S.W., 2013. The patient experience and
health outcomes. New England Journal of Medicine.368(3). pp.201-203.
Burwell, S.M., 2015. Setting value-based payment goals—HHS efforts to improve US health
care. N Engl J Med.372(10). pp.897-899.
Tinetti, M.E., Fried, T.R. and Boyd, C.M., 2012. Designing health care for the most common
chronic condition—multimorbidity. Jama.307(23). pp.2493-2494.
Boniface, P., 2013. Managing quality cultural tourism. Routledge.
Chaffey, D. and White, G., 2010. Business information management: improving performance
using information systems. Pearson Education.
Chandrasekaran, A., Senot, C. and Boyer, K. K., 2012. Process management impact on clinical
and experiential quality: Managing tensions between safe and patient-centered
healthcare. Manufacturing & Service Operations Management. 14(4). pp.548-566.
Cohen-Cymberknoh, M., Shoseyov, D. and Kerem, E., 2011. Managing cystic fibrosis: strategies
that increase life expectancy and improve quality of life. American journal of
respiratory and critical care medicine. 183(11). pp.1463-1471.
ONLINE
Managing Quality. 2016. [Online]. Available through:
<http://www.smetoolkit.org/smetoolkit/en/content/en/956/Managing-Quality>.
[Accessed on 22nd August 2017].
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