Analysis of Quality Management in Health and Social Care: A Report

This report provides a comprehensive overview of quality management in health and social care settings, focusing on the Royal United Hospital Bath as a case study. It begins by defining stakeholders, including staff, customers, and the government, and explores the roles of external authorities such as the CQC and NICE in setting and enforcing quality standards. The report details the impact of poor quality on service users and the organization's overall functionality. It then examines various quality standards, including those set by the CQC and minimum standards, as well as best practices for improving service delivery. Furthermore, the report discusses different approaches to quality management, such as planning policies, communication, flexibility, and coordination. Finally, it identifies both internal and external barriers to quality, such as inter-agency issues and social policy limitations, offering insights into how these challenges can be addressed to enhance the quality of care provided.

Managing Quality
In Health
And
Social Care

Table of Contents

INTRODUCTION
In health and social care the quality management is an important aspects to both services
that is users as well as providers. It is an degree in which effective health care services are
provided to individuals so that desired outcomes of health can be occurred. With the help of this,
the health care providers can improve quality of treatment and care which increase satisfaction of
patients. So, it is necessary to maintain quality of employment which is provided to sick
persons. This is very crucial for health and care settings as it enhance resources while reducing
errors of medical facilitates (Mensah and Graham, 2019). The improvement in service quality
can increase engagement of customers in their treatment effectively. In this report, Royal United
Hospital Bath adapt some measure which can improve in their quality of treatment. Further
more, this report will cover role of stakeholders with respect the management quality of well-
being care in wellness and societal attention settings. There are different external and internal
authority that help in scope in the standardised of quality care in an organisation. The approaches
that are adapt by organisation in order to improve quality are discussed. In addition to this,
various procedures and policies which is utilised in well-being attention care of peoples. settings
are covered. Moreover, the achievement of different factors that can help in achieving as well as
access in the services of quality are also covered in this report.
TASK 1
1.1)
The shareholders are define as combination for an individual who are linked with
employment in social and health attention settings. The quality includes amount of settings such
as patients satisfaction, training and reducing costs that are needed by an organisation to improve
in their employment. The organisation needs to improve their quality of measures so that they
can fulfil the guidelines of CQC in context of Royal United Hospital Bath(Uenk and Telgen,
2019). This refers to attention choice committee, In health care services that are the free
controller. There are different stakeholders who play an crucial function in rising choice of
services are described below.
Staff members:- In the royal united bath the health care practitioners must have
responsibility to maintain the selection of quality service which are giving to users of
employment. They should consider some factors while delivering services such as effectiveness
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of intervention and treatment, low side effect of services ethical considerations and support
scientific evidence. The better and good quality of care can be achieved if staff members have
the perspective on quality improvement. They should consider efficiency of quality that can
improve health of service users.
Customers:- The service users have different perspective regarding service quality. Their
consideration includes environment while service providing to them, time taken to receive any
services, proper use of equipments, etc. The organisation needs to improve their quality of
services so that they increase customer satisfaction. They must implement caring and supportive
environment so that effectiveness of can be achieve positively (Dickinson and O'Flynn, 2016).
Government:- In order to manage quality, organisation must need to take support from
commissioners who have concern about service users. The government plays an important role in
improving quality according to standards that are based on quality of services. Government of
UK implement and follow different guidelines that can help in developing more resources by
which quality can be improved.
1.2)
The extrinsic authority are responsible for managing quality of services in delivering to
customers. There are lots of external agencies that identify requirements of customers according
to their needs. The organisation needs to follow some standards that are needed for an
organisation to sustain growth of their health settings (Wilson, 2018). There are different
external agencies are occur in UK which develops quality of standards in delivering of services.
The some regulatory agencies implement quality standards are CQC, NICE, Health care
professionals. In context of Royal United Hospital Bath, need to adapt quality standards that are
occur from different regulation agencies.
CQC :- In this commission it is an autonomous controller of well-being care settings.
The work function of CQC includes to measure the quality of services of care practitioners,
hospitals and another healthcare services that provides HSC in UK. Their goal includes to
promote safe, high quality care and effective treatment to services users. It includes to motivate
service providers so that they can make improvement in quality of care by implementing
standards of quality in their settings. They monitor assurance of standardized of safety and
quality that they are properly managing in HSC employment or not.
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Health care commissioners:- They supervise the attribute of company that are
delivering in health and social care settings. They also provide assurance of high quality of
services that are delivering in safe manner (Teleaba, Popescu and Santa, 2019). There are
different commissioners groups that monitor the quality of care such as local authorities,
inspectors, etc. They ensure about the standard quality of care that are providing in services.
National institute for health and care excellence (NICE):- They provide evidence
based guidelines that can improve quality of health and social care services. It also includes
range of information for practitioners about the region of health and social care. They involve
NHS and other health care services so that services can provide effectively and outcomes can be
improved.
1.3)
The miserable work quality refers to negative outcome of services on well-being of
customers. This problem occur when care practitioner and workers does not follow standards or
pay attention in services of customers. The poor quality of Royal United Hospital Bath puts a
negatively impact on health status of individuals. It also effect overall functionality of an
organisation. The care quality commission monitors that in given organisation, the records of
fluid balance and hydration does not occur properly which is main reason behind the poor quality
services of an organisation (Senot, Chandrasekaran and Ward, 2016). The organisation needs to
ensure about latest techniques and equipments that can provide efficient care to work users. Due
to presence of poor quality system in given organisation, the care should not be provided
according to standards. If the quality of services is relatively low then it will directly impact on
customer satisfaction.
The government and staff members need to take effective actions so that services can
deliver according to standards that are given by external agencies. The CQC needs to take range
of actions that can modify choice of employment according to the standards. The quality of poor
service effect adversely on shareholders of health and social care. The productivity level of an
organisation becomes low which is responsible for providing poor quality of care to customers.
The health care workers need to have proper information about standards so that they can
provide appropriate care to patients. The poor quality of services impacted on all people who are
connected with health and social care settings. The people includes staff members, customers
and government who suffers poor quality of services from organisation.
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TASK 2
2.1)
In the quality standardized provides guidelines to social and health caregivers settings
from which the quality of employement can be measure. These quality standards provides a good
framework to organisation from which good quality of services can be provided to customers.
These quality standards are developed by various settings. Without improper information of
services, the staff members are not able to provide effective care to customers (Bolton, 2016). As
quality standards provides a clear view about service quality which are given by care in health
settings in according to customers needs. The quality standards provides a level of excellence to
organisation so that they can achieve required quality of service care. The criteria of these
standards includes presence of realistic and attainable with resources .
CQC:- It stands for care quality commission and they set some standards of quality
which are described below.
 The organisation must follow ethics rules so that customers can treat equally with dignity
and respect and without any discrimination.
 The health care professionals must hold confidentially to keep records of their patients.
 They should protect their patients from any types risks and hazards that occur at the time
of delivering services.
 The health care professionals need to assess hazards factors that arise in patients care.
 They need to adapt quality standards at minimum value so that it can't adversely effect on
the health status.
Minimum standards:- this standard is design to set a minimum level of quality
standards with an aim of efficiency in the services of an organisation. With the implementation
of minimum criteria, the care professionals are forced to work in that standard value so that they
improve quality of care of customers.
Best practices:- The health care professionals need to adapt best practices so that it can
help in maintaining quality of services. A good operation practice are necessary to be implement
in an organisation. The best practices can result in positive outcome of the emplyement.
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2.2)
In the quality management different formulation that can help in utilizing good quality
system in HSC settings. This is the system of quality in which define as the process which helps
in enhancing quality of organisation (Meng and et. al., 2016). With the help of different
approaches, care can be provided to customer in an effective manner. These approaches provides
right vision of implementation of standard quality from which functions can perform well in the
organisation. The health care professionals need to understand roles so that they can use
approaches in an effective way.
Planing policies:- The planning of policies and procedures can help in implementation of
quality of care to customers in an organisation. With the proper planning of policies, the positive
result can be come out.
Communication:- This is an effective approach to share information between customers
and professionals. This approach help customers to share set of information to service providers
and managers of other agencies. The feedbacks and surveys from customers can help in
measuring quality of services.
Flexibility:- The healthcare professional and workers must accept the changes that are
occur due to standards of quality. This will result in improvement of service quality that result in
positive impact on health of customers.
Evaluating and monitoring:- In this, the external agencies monitored the service quality
that occur in HSC settings. They take some actions plans that are needed to improve the result of
services. By monitoring, the target can be set which help in improving quality of services of
customers.
Coordination:- Coordination is done because of activity implementation of quality of
services, it is needed to be distinct and understandable. In HSC workers need to communicate
and ensure planning so that effective and workable target can achieved.
2.3)
There are various type of obstruction that is internal and external in HSC. It has been
search that there are various type of potential barriers that restrict the Company for the great
point (Androniceanu, 2017). I have observed that in health care for example NHS confront
different barriers such as deficiency of financial resources that has been recognised and including
a main problem in organisation. External barriers are consider as inter agency, interactions,
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social policy, legislation, on the other hand internal barrier are interactions between people, risks,
resources, organisational structure. These barriers are describe as follow below:
External Barriers:
Inter-agency- In consider as in external barrier, it is seen as a substance of improving the
health of patients care (Chen, 2016). In order to, this may modify evaluate to provide services as
well as reduce the gaps of services. It reduce costs of health care by creating use of existing
resources or reducing service duplication. Moreover, improve equity in provision of services in
NHS.
Social Policy- It is an hindrance that stops provided policy instrument that is existence of
modifying the limits towards the social policy that could be changed in NHS as a barriers. On a
extreme level many types of barriers may proceed to definite instruments being unmarked (Dzau,
2017). And outcomes plan of actions much less effective in health and social care departments.
They help poor people who are unemployed, homeless, lower middle income class.
Internal Barriers
Interaction between people- The interaction among persons in HSC organisations. The
communication is the main constituents to providing leads to patients satisfaction high quality
healthcare services (Kohm, 2015). The interaction is the multi factorial, dimensional and
complex process , dynamic procedure which is associated in environment in which persons
interact with other other. The issues are create when a person speak rapidly, don't listen carefully
etc.
Organisational Barriers- In organisational barriers to quality improvement in health care
organisation. Both practitioner and researches should include as technical, psychosocial, goals,
values and managerial (Krachler, 2015). Several organisational barriers are consider as research
training, education, development and help to the family. It is broadly identified that high amount
are main factor stops evaluation to speciality care but also for continuity of p[preventive care.
TASK 3
3.1)
There are several system, procedures and policies in healthcare and social organisations
which is followed by NHS. It makes services increase to measure as well as maintain the
effectiveness. As per the government of UK, it is right for those people to attain normal
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healthcare services in private and public settings of healthcare systems. In this the essential
policies of NHS is to execute their healthcare services of citizens in UK and geographical region
as well. They assist to keep professional standardized of their services.
The TQM is refer the total quality management in healthcare. In NHS around the world
have been increasingly change (Purnell, 2016). It improve efficiency and gives higher quality
patient care and reduce costs and amount. It offers prospect or great market share and
profitability and which places on improves satisfaction of patients in healthcare. It can be crucial
part of hospitals competitive scheme in quality of NHS. The concept of TQM is define
approaches of management to long term success by satisfaction of patients. It effort entire
members of company which is involve in services, care, Culture and products.
The CQI is continuous Quality improvement is healthcare is the process of structured
organisational process which participate physicians and another staff member in implementing
and provision present active implement in processes of are to gives quality healthcare outcome.
Involvement of people is subjected that the involvement of patients is considered a open
and new objects for trials. The attempt of participating patients has an crucial effort to
improvement in quality. In the duration organisation and planning of procedure, patient
participation is atypically for lean style of work, which is poorly applied.
The requirements of NHS is to get goals by using the severe disease programs, giving
finer healthcare to service searcher person as well as patients. It also consider the execution
based pay scale and culture monetary system and non monetary rewards. These type of policies
are very effective and using social care service and in home care just because they assure the
improvement in quality in NHS.
3.2)
There are assorted type of component which effects NHS which consider the record and
documentation of positive outcomes in organisation. Apart from this, accomplishment in the
HSC is tied to define the rewards and values. It seeks to provide the enhanced unity to their
stakeholders to get quality (Sheikh, 2015). This features can effect to achieving quality care
standards in given organisation by carrying out of effectual as well as prosperous quality system.
It specifically participate the requirements to work to the way of proper phase of performance.
There are various type of factors that having important effect on accomplishment of quality in
healthcare services. According to me it is more essential in HSC is expeditious (Tunçalp, 2015).
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It is consider as to paying attention to value for money, careful use of limited resources,
avoidance of unnecessary interventions. In NHS the healthcare must be respondent to delivered
with compassion, experience and satisfaction, examine or improving potentiates, providing
personalised.
Economic factors: In NHS, the economic conductivity plays a vital role in planing of
services and work as well as job betterment in quality for health and social care department.
Planning and statement of their services is important to meet quality objectives. The situation of
NHS in UK, in which economic conditions are not good which has directly effected on their
employment planning or provision.
Size and services mix: In this effectiveness and quality of services and sizes of
organisation to maintain this. The services mix planning has important effect to NHS. In
accordant to examination of NHS as well as several other private organisation in United
Kingdom, the health care settings are giving emplacement and service in both urban and rural
areas. But their staff have lack of skills and knowledge is affecting the procedure of obtaining
quality in healthcare organisations.
Availability of resources: The natural resources are limited and procedure of betterment
in quality of services and products and their requirements is more resources. For keeping high
quality in services or employment has directly effected to availability of resources. It is one of
the main features which having important influence on the procedure of health care service in
NHS.
3.3)
There are various type of ways in NHS to improve their quality. The ability and
efficiency of personnel at given organisation has decreased to huge level because of over
gathering. In advance, those persons who are service seekers of company also have to wait in
waiting line. The facility capability at house care services was almost full and excess beds were
also filled that consequences in physical phenomenon in home and social care. The major
problem at NHS was deficiency of employees and equipments as well. In order to hospital was
searching problems in admitting new sick persons. Because of over assemblage the
administration and managements of home care is not capable to take care the quality.
In significance of service users They get profit directly according to their demands. If
their requirements are match for example effective treatment for illness. The service users of
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health ans social care are rarely worried, anxious, stressed. Different type of feelings has lack of
information, worsened by long waits, poor facilities and insensitivity to their requirements.
There are various type of strategies tom improve quality, by customer service, they
improve quality management that is encourage agents feedback, Evaluate regularly, provide all
agents clear and consistent standards, take a team approach to eliminate bias.
TASK 4
4.1)
In health and social care the evaluation can be define as the determination of their
services quality because to examine its worth. In HSC the evaluation is important in NHS
because of evaluate the effectual services as well as improve operations in company. This is the
portion in which quality is improve or if it going better, so this can assist the company to resolve
inform decision making , to build knowledge and normal problems. Their main intention in HSC
is to improve their service qualities. The NHS is can utilise the number of evaluation methods
because of quality improvement. In quality of care is on going evaluate us though taking
habitually collecting data. The utilisation of regular data has various benefits but there are also
several essential difficulties are:
The measurement of quality, In this scientific methods of measurement are highly
increasingly needs. The access demands have better methods in order for consequent data to be
helpful. Advance data by approach are being utilised to develop important modification. So
faulty data which is based on inaccurate measurement methods to convey a high hazard and
risks. The quality is able to improved as a phenomenon of NHS. In HSC setting they should
determine the quality, create innovations to perpetually improve, measure their accomplishment.
It involves the active participation of whole in the company. In this the visible supportive
leadership is important. The internal component, TQM is enquire the financial execution of NHS
or also assistive in perceptive the behaviour of those people who needs job.
The health and social care facilities in NHS usually follow their approaches. In CQC is
facilitatory to defining usage of external environment. It is also assistive in documentation of
external factors in which NHS is operating their purpose and role. The questionnaires can also
used as well as structured and semi structured, feedback forms, road shows, panels, focus groups
etc. The patients determine only criteria that could numeration in assessing the service quality. In
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which sick persons can judge judgements are irrelevant, judge service quality The demands of
sick persons are consider as:
Access- Ease of contact and approachability.
Competence- Ownership of required knowledge and skills to execute their services.
Understanding of needs of patients- They creating effort to understand patients
accordion to their requirements.
Security- Risk, doubt, freedom from danger.
Responsiveness- The willingness to assist patients as well as to give prompt services.
Reliability- The capability to perform promised service accurately and dependably.
Courtesy- Honesty of service provider, believability, trustworthiness, credibility,
consideration, respect, politeness, friendliness of health ans social care worker.
4.2)
The influence of affecting users of employment in assessment procedure on service
quality at NHS be positive or negative. This is define as below:
In NHS, they can establish evaluation in quality involvement system by concentrating on
collaborative. This is provides the importance to the quality evaluation constituents in safe,
efficient environment, hygienic. Through declaring quality which is associated to health and
social care demands to be a wider prospective. On the other hand it is failure of participation of
job seeker persons that can cause ill health sometimes. This can be tough to examine quality of
Health and social care when training has done under separation from stakeholders or some other
people discomposed functions.
By participation of those persons who need job and services are belongs to various
backgrounds that can follow NHS towards creativity and innovation. The developments in the
company desire diverseness at NHS, in this they require the quality criterion so that
determination that are taken able to supplying in management to grade their performances. The
involving users of services are including as mechanisms, consultation, panel as well as
empowerment that is handled services. There is raising funds and resources will also assist
organisation to pull in patients and formed a affirmative picture in head of work users.
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