Report: Managing Quality in Health and Social Care in Great Britain

This report provides a comprehensive analysis of quality management within the health and social care sector, specifically focusing on the National Health Service (NHS) in Great Britain. It begins with an introduction to health and social care, emphasizing its importance in promoting public well-being. The report then delves into the standards used to measure quality, including best practices, benchmarks, and performance indicators. It explores different approaches to implementing quality systems, such as staff training, effective communication, and the use of surveys and questionnaires to gather feedback. The report also examines potential barriers to delivering quality health and social care services, including both internal factors like resource limitations and organizational structures, and external factors such as inter-agency interactions and legislation. The report analyzes the effectiveness of systems, policies, and procedures for achieving quality, along with factors influencing the achievement of quality and ways to improve health and social care facilities, including the use of PESTEL and Fishbone models. The report aims to provide stakeholders with insights into improving healthcare quality, ensuring patients like Alicia Richman receive the best possible care.

The importance of managing
quality in Great Britain in
health and social care

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in Brochure....................................................................................................................1
TASK 2 ...........................................................................................................................................1
2.1 Standards for measuring quality in health and social care.....................................................1
2.2 Different approaches to implement quality systems..............................................................2
2.3 Potential barriers to deliver of quality health and social care services..................................5
TASK 3 ...........................................................................................................................................7
3.1 Effectiveness of systems, policies and procedures for achieving quality..............................7
3.2 Factors influencing achievement of quality...........................................................................8
3.3 Ways to improve health and social care facility..................................................................10
TASK 4..........................................................................................................................................11
Covered in PPT..........................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Health and social care refers to overall desired services which are provide to people by
care providers in order to make them healthy. It involves to different types of facilities which
used in more effective as well as efficient manner for promoting health and social care of
citizens. Moreover, it combines several factors such as sociology, biology, nutrition, law, and
ethics which are important to improve health care in society (Horton and Farnham, 2015). The
present report is based on NHS hospital which can be considered as publicly funded national
healthcare system to provide primary care, in-patient care, long-term healthcare, ophthalmology
and dentistry. It was founded around the year 1948, almost 70 years ago in order fulfil actual
health care requirements to make them well-being. This report will focus on perspectives of
stakeholders and role of external agencies along with standards of measuring quality of health
and social care. It also involves discussion about effectiveness of systems, policies and procedure
for boosting up desired quality. The methods of evaluating quality of health services by
involving users of the same is given below.
TASK 1
Covered in Brochure
TASK 2
2.1 Standards for measuring quality in health and social care
The standards of health care quality can be set by several guidelines of code practices
which should be followed by every staff member of hospital to provide medication accurately. It
includes to compare standards of working with actual efforts of medical professionals which
determine gap among both of them. Moreover, it will facilitate to determine proper issues in
health care services which helps to focus on them for overcome with the same to improve quality
of medications (Doherty, Horne and Wootton, 2014). The given organisation can utilise several
measuring standards by setting guidelines for best practice, benchmarks, performance indicators,
charters, codes of practice and legislation. Meanwhile, it include benchmark practices including
improvement in knowledge, practices and procedures to gain desired outcomes of treatment.
Additionally, minimum care standards involve to operate in required manner by following
relevant legislation, regulations, guidance and best practice. Minimum standards include proper
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planning and procedures for management of medicines, controlled drugs, infection prevention,
and medical records of patients are required to maintained properly. Furthermore, three practices
can be utilised by given organisation while providing treatment through conducting best practice
by considering health technology assessment, evidence based medicine and clinical practice
guidelines appropriately. In addition to this, NHS hospital should prefer standards of practices,
benchmarks, relevant legislations and performance indicators while diagnosing Alicia Richman's
health problem so that they can provide best treatment to her. It will facilitate to solve her health
problem about cancer and she will get proper treatment in the hospital. Meanwhile, they should
apply best practices for treatment including effective chemotherapies of cancer in order to make
her disease free.
NHS Hospital can apply specific guidelines to be fulfilled by following essential ethical as
well as legal norms because they render correct direction to gain better results of treating
procedures. Additionally, these rules are also helpful to avoid wrong pathways to complete
required needs of an individual which is significant to make long term benefits to improve
reputation of hospital in front of external agencies and people.
2.2 Different approaches to implement quality systems
There are various kinds of strategies or policies are build up by medical care institutions to
apply quality system so that more effective as well as efficient treatment can be provide desired
patients. Moreover, it is necessary to apply these systems in proper manner in order to gain their
maximum output while treating people to make them disease free (Moser and Kalton, 2017).
Meanwhile, they can utilise different approaches which can used to implement quality system
appropriately such as planning, policies and procedure. Additionally, it involves several methods
to make an effective plan of action including target setting, audit, monitoring, review, resources
(financial, equipment, personnel, accommodation), communication, information and adapting to
change. However, proper funds are necessary to apply more appropriate system to set desired
equipment by adopting advanced technology for improving results of medications like surgeries,
chemotherapies and many more. Furthermore, they can boost up outcomes of efforts and make
country disease free.
Staff Training – The NHS hospital is required to provide effective training sessions
about innovative techniques so that they knowledge and skills get improved which are helpful to
gain better outcomes of medication processes. Moreover, it is necessary to make appropriate
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policies and procedures including to organise efficient plan of action, decision making & best
practices to treat issue of cancer in case of Alicia Richman to sort out the same.
Communication – This includes to maintain effective and complete communication
among medical professionals associated with same case of patient. NHS hospital is required to
implement effective communication system so that every desired information can be shred with
medical professionals including in case of Alicia Richman. It will facilitate to make correct
decision for providing medication and apply needed change in immunotherapy to improve their
effectiveness which are helpful to treat cancer appropriately.
Planning – This involves the criteria of establishing accurate plan of action in case of
Alicia Richman to provide medication of cancer. It is necessary to utilise efficient strategies or
technology in respect of implementing quality through making policies & procedures like
chemotherapies with technological effectiveness to gain target of reducing amount of cancerous
cells in desired tissue of body.
Monitoring & Evaluate – The NHS hospital should prefer continuous audit and review
resources including financial, equipment, personnel & accommodation. It is helpful to analyse
shortage of sources which may impacts negatively in treatment procedure and its outcomes.
Regular auditing of different resources will help to provide appropriate treatment so that Alicia
Richman will get desired medication of cancer.
Collect Feedback – The NHS hospital should take feedbacks from patient in order to
overcome with threats of organisation. As per views of Alicia Richman, several areas requires
improvement like standard of cleanliness and hygiene, behaviour of staff, communication
amongst professionals and waiting time for treatment.
Surveys – This involves to conduct survey to identify threats of hospital by NHS and
problems faced by patients during treatment process. In context to Alicia Richman, she can get
proper medication without facing any issues of given organisation analyse threats previously by
conducting survey on patient problems in hospital.
Questionnaire – This refers to set of questions with multiple choices of answers to
conduct a survey in order to determine actual problem. The NHS hospital can utilise
questionnaire to analyse views of patients including Alicia Richman which facilitate to improve
medication process, management and cleanliness.
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Focus groups – This can be described as an effective method of research in which all the
members are required to share their opinions, perceptions, beliefs, ideas or thoughts. The
selected organisation can conduct meeting with external perspective of inspection agencies like
NICE to evaluate threats of health care services in NHS for improving quality which is beneficial
for Alicia Richman to gain effective medication.
PESTEL Analysis
Political factor – The political factor include government rules and regulations which
should be followed by NHS as it facilitate to improve quality of medical facilities so that Alicia
Richman can get correct treatment of cancer properly.
Economic factor – This involves interest rate, inflation and growth rate which is
responsible for increasing cost of resources due to that medication become quite expensive. The
NHS hospital should implement effective strategies to boost up quality of services by collecting
more funds from different sources. It will facilitate to fulfil complaints of Alicia Richman about
cleanliness, communication and waiting time for treatment which may leads to severe condition.
Social factor – The social factor involves, attitude, lifestyle, beliefs and thoughts of an
individual which impacts on their work. In cases Alicia Richman, she complaint about ignoring
behaviour of staff members which is required to be removed in NHS along with maintaining
healthy interaction with patients to provide correct treatment.
Technological factor – This involves new innovation technological trends in which
various effective machines are used by every organisation. It is necessary to for NHS hospital to
adopt innovative advanced technical equipments or software in order to facilitate appropriate
communication so that threat of improper treatment found in case of Alicia Richman can be
removed.
Environmental factor – The NHS hospital is required to maintain peaceful natural
environment in surroundings which impacts positively on their health. It also involves to make
positive environment inside organisation through appropriate behaviour with patients and their
family members for which Alicia Richman complaints about.
Legal factor – This involves legislations and acts which should be followed by NHS
hospital including 'Health and Social care act 2012' in order to provide correct treatment to
patients. It will facilitate to solve problem of improper medication of Alicia Richman and she
will get desired facilities for remaining well being.
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Fishbone model –
(Source: Fishbone Diagram, 2018)
The NHS Hospital is required to utilise an efficient planning with appropriate strategies
which provide support apply quality systems to increase accuracy of treatment outcomes.
Additionally, better communication, effective machines, applying change and managing records
appropriately which helps to render accurate treatments to gain better quality outcomes (Stevens,
2017). Moreover, proper planning is required to apply much efficient quality system so that
desired threats can be sort out to make people free from health issues. Furthermore, it will
facilitate to improve health of overall citizens of country which is supportive to development of
the same.
2.3 Potential barriers to deliver of quality health and social care services
The efforts are not only sufficient to deliver better quality of health and social care
services in order to improve health status of people by solving related issues properly. It includes
the criteria of identifying potential barriers which create problems in way of providing better
medical facilities to patients (Sampson, 2017). However, it can be considering several internal
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Illustration 1: Fishbone Diagram

and external factors which are responsible for creating issues in giving better quality
medications.
At the other hand, external factors can involve inter-agency interactions, legislation & social
policy and internal barriers can be considered as risks, resources, organisational structures as
well as interactions between people. However, all of these components may create issues and
become potential barriers including fact that legal policies provide guide lines to be followed
strictly and many time such instructions do not allow to fulfil desired needs by particular
practice. External agencies like NICE & CQC give instructions to consider specific criteria
which also create problem to gain desired results of treating practices in an appropriate way.
There are several internal threats also which are not favourable to improve quality of medical
facilities such as resources, risks, organisational culture and interaction of employees. Moreover,
it is necessary to maintain peaceful and healthy working environment which encourage medical
professionals to perform with accurate focus which provide help to achieve better results. Several
barriers for NHS are observed which are given below –
External barriers – The inter-agency interactions including NICE & CQC evaluate
practices and services in hospital by conducting inspection and they instruct to provide medical
facilities by several guidelines. Additionally several legislations like Health & social Act, 2012,
Equality Act 2010 along certain social policies which are necessary to be followed. In case of
NHS, the few of guidelines or legislation not allow to take several beneficial steps which become
barrier to provide proper medication to patient including Alicia Richman.
Internal barriers – There are several risk and complications in critical medications, like
surgeries, chemotherapies, anaesthetic problems etc. which impacts negatively on results.
Moreover, lack of resources and organisational structure with ineffective communication along
with unhealthy interaction between people are responsible for dissatisfaction of patient i.e.
Alicia Richman in NHS hospital.
Analysis of other barriers – This includes several other threats including lack of
training & communication, staffing levels and poor hygiene which impacts negatively on
medical condition of Alicia Richman. NHS hospital is required organise learning seminars, adopt
technology and take care of proper hygiene so that desired outcomes can be achieved of
treatment procedure for patients.
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TASK 3
3.1 Effectiveness of systems, policies and procedures for achieving quality
The health care organisation had various kinds of practices, policies and system which
provide support to carrying out operational procedures on regular basis to get desired outcomes.
As per specified treatment or diagnosis, hospitals establish much effective machines, equipment,
maintain records and improving medications through technology (Hong and et. al., 2013).
However, management of patient information, sharing data with required professionals, apply
appropriate treating process and so on which can be done through adopting effective systems or
policies.
Total Quality Management, Continuous Quality Improvement and concepts including
preventing problems, management leadership, control of processes, involvement of people,
quality circles etc. Additionally, these systems and concepts can be utilised by NHS Hospital in
order to reduce complaints of their patients and make then satisfied by giving proper treatment to
it and make them fit and fine.
Total Quality Management – The NHS hospital is required to implement total quality
management for improving quality of services, treating procedures, environment of organisation
and focus on people satisfaction. However, overall these factors are helpful to improve medical
facilities to provide appropriate medication which facilitate to solve cancer problem of Alicia
Richman along with removing her complaints. Additionally, management leadership is required
to direct efforts of workers in correct directions and controlling procedures to reduce waste or
time, cost or efforts along with implementing quality circles to boost up effectiveness of medical
facilities.
Continuous Quality Improvements – This concept should be implemented in NHS
hospital because it will provide support to patents for gaining better treatment including Alicia
Richman. It involves regular improvement in working techniques in terms of increasing
outcomes of medications in order to solve cancer problem of patient in NHS. However, accurate
concept of specific diseases and treatment cancer requires chemotherapies or immunotherapy to
make patient diseases free. Moreover, strategies for preventing problem of people is necessary
like listening their complaints or taking feedbacks including ignoring behaviour, lack of
cleanliness etc. in order to solve them immediately.
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Meetings – The NHS hospitals should conduct meetings for discussing about threat of
organisation and make solutions for resolving complaint of patients including Alicia Richman. It
is necessary to focus on issues faced by her including standard of cleanliness and hygiene,
behaviour of staff, communication amongst professionals and waiting time for treatment.
Debates – The debates can be carried out among people associated with NHS hospital
such as professionals, higher authority, patients and their family members so that actual problem
can be determined. However, it will provide support to solve difficulties faced by patients
including ignoring behaviour and improper medication face by Alicia Richman.
Feedbacks – This involves the criteria of take views and opinions of patients so that real
issues can be evaluated and facilitate to improve quality of medical facilities. In case of NHS,
they are required put efforts for solving problem of Alicia Richman like cleanliness, non-
cooperative behaviour of professionals and communication among employees which impacts
negatively in medication outcomes.
At the other hand, total quality management and continuous quality improvement are
important system which facilitate to increase effectiveness of medication services (Ball, Grubnic
and Birchall, 2014). Furthermore, several policies are beneficial such as reduce issues, control of
activities to avoid threats, involving desired individuals to get appropriate suggestion in terms of
boosting up quality of facilities. Additionally, these policies and procedures can be applied by
NHS Hospital so that they can decrease complaint of people like cancer patient and make them
satisfied by providing better quality of treatment.
3.2 Factors influencing achievement of quality
The quality of services is required to be achieved in appropriate manner which is helpful to
fulfil actual needs and desires of people along with gaining their satisfaction (Glendinning,
2015). In context of NHS Hospital, they can also focus on such elements which are responsible
for improving quality of medical services and some of them are explained further –
Trained staff members – The NHS Hospital is required to conduct different specialised
training sessions for medical professionals to make their knowledge and experience up to date.
Moreover, it will provide support to deal with critical case more appropriate manner to gain
desired outcomes (Weare, 2013).
Team work – The NHS staff members should perform as team by cooperating with each
other through effective communication which helps to provide appropriate treatment to Alicia
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Richman. It includes to make required conversation between team of medical professionals
associated with single case such as cancer patient and share every detail about her condition to
facilitate accurate medication.
Performance of employees – This includes to organise effective training or learning
activities like seminars, conferences and other events which improve knowledge and skills of
employees in NHS. It will provide support to increase their performance levels which facilitate
to conducting medication process for cancer and make Alicia Richman disease free.
Effective communication – The effective communication is required to be applied in
NHS which helps to simple understand concept of specific health problem in proper way. It is
helpful to render accurate medication to Alicia Richman for cancer but ineffective conversation
results into lack of quality in medical facilities.
Training – NHS hospital should conduct various training events such as Safety & Health
Administration, electronic medical record training and equal employment law in seminars. It
help to upgrade knowledge skills of professionals which facilitate to reduce threats of
performance in NHS.
Control – This includes the criteria of controlling and monitoring overall procedures or
policies in order to maintain standards while providing treatment to patient like Alicia Richman.
It will help to manage overall situation of patient with risk & complications to gain desired
outcomes of medications like chemotherapies in given case.
Stakeholders analysis – The stakeholders of NHS involves government, investors,
employees and customers from which they can consult about better suggestions or facilitating
better quality of services. They can take recommendations from stakeholders for applying
change in strategies or techniques which helps to solve complaints of Alicia Richman about
inaccurate communication and improper medication.
Communication strategy – The NHS hospitals are required to implement effective
communication system which facilitate to make an appropriate conversation with patients
including Alicia Richman as well as colleagues which impacts positively on treating outputs.
Top down-authoritarian – This involves to use hierarchical communication while
making decision of right decision for medication so that problem of Alicia Richman regarding
improper treatment can be solved.
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Possibility of resistance – The order from higher authority can be avoided as a
professional thought that better option can be applied for correct treatment. It includes that
people will not cooperate which should be improved to ensure desired outcomes of medication to
make Alicia Richman healthy.
Bottom up – This involves the democratic policy in which employees can suggest their
ideas to solve health problems through consulting with superior or specialist. It ill provide
support to increase quality of medications and reduce other problems faced by Alicia Richman.
3.3 Ways to improve health and social care facility
The improvement in health care services is must because it plays an important role to save lives
of people in country. It is essential to apply several accurate practices in order to increase
effectiveness of medical facilities so that citizens will get proper treatment of their health issues
and gain desired outcomes of medications with satisfaction. In case of NHS Hospital, they can
apply certain ways which provide support to improve health and social care facility and dome of
them are given below -
Functional quality – There are various kinds of functional activities are carried out on
regular basis for treating different types of health issues. However, it includes the criteria of
overall medical procedures conducted by relevant professionals in NHS Hospital which can be
improved by their quality to facilitate care services properly. Meanwhile, these functional
activities are required to be improved so that overall treating procedures can become more
effective as well as helpful to satisfy people with medical services of given health and social care
organisation (Giddens, 2013).
Putting people first – This involves to put first actual needs or priorities of patients who
required medical treatment and then conduct treating procedure. It will facilitate to fulfil medical
requirement of people by increasing effectiveness of medication through making it favourable
for them. Moreover, this is helpful in making disease free in perfect manner by increasing quality
of medical facilities.
Planning structure – The plan of action should be establish according to priorities of
specific case, maintain standards of performance, legislation and risk management strategies. It
is necessary to make appropriate planning structure for a cancer patient to make her disease free
by effective medication of removing cancerous cells and preventing synthesis of the same in
NHS.
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Policies and procedures – The NHS hospital should focus on improving quality of
medical facilities to increase level of customer service for their well being along with
satisfaction. It involves empowering users of services in which person centred care in given case
of Alicia Richman to decrease chances complexities. Moreover, policies should be decided
through putting people first along with increase functional quality to gain desired results of
chemotherapies.
3 stage Lewin – This is kind of effective model used for implementing change for
improving management which can be used in NHS to improve quality of healthcare facilities. It
will provide help to solve complaints of Alicia Richman including hygiene, communication,
ignoring certain symptoms and improper treatment.
Unfreeze – Initially, it involves to make sure about employees to ready for accepting
change in order to boot up effectiveness of medications.
Change – However, it includes to implement change for increasing quality of healthcare
facilities.
Refreeze – Moreover, it is necessary to ensure that changes ate applied in correct way and
they are permanent in hospital.
TASK 4
Covered in PPT
CONCLUSION
The above had concluded that health care sector include efficient practices for making
people disease free. It includes improvement of about quality of services in order to achieve
patient satisfaction by making them healthy in perfect way. Moreover, it involves perspectives of
stakeholders such as clients, staff members and investors to quality of services and their link with
the same. However, it includes approaches to apply quality system involving planning, policies
and procedures through properly auditing and monitoring activities regularly. Additionally,
factors effecting quality achievement with ways to improve it such as functional quality, putting
people first and valuing front line staff.
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REFERENCES
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Doherty, T.L., Horne, T. and Wootton, S., 2014. Managing public services-implementing
changes: a thoughtful approach to the practice of management. Routledge.
Moser, C.A. and Kalton, G., 2017. Survey methods in social investigation. Routledge.
Stevens, R., 2017. Medical practice in modern England: the impact of specialization and state
medicine. Routledge.
Sampson, R.J., 2017. Family management and child development: Insights from social
disorganization theory. In Facts, frameworks, and forecasts (pp. 63-94). Routledge.
Hong, J., Reed, C., Novick, D. and Happich, M., 2013. Costs associated with treatment of
chronic low back pain: an analysis of the UK General Practice Research
Database. Spine, 38(1), pp.75-82.
Ball, A., Grubnic, S. and Birchall, J., 2014. 11 Sustainability accounting and accountability in
the public sector. Sustainability accounting and accountability, p.176.
Glendinning, C., 2015. A single door: social work with the families of disabled children.
Routledge.
Weare, K., 2013. Promoting mental, emotional and social health: A whole school approach.
Routledge.
Online
Fishbone Diagram. 2018. [Online]. Available through:
<https://creately.com/blog/diagrams/fishbone-diagrams-tutorial/>
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