Managing Quality in Health and Social Care (Unit 27) Report

This report provides a comprehensive analysis of quality management within the health and social care sector. It begins by exploring the diverse perspectives of stakeholders, including government agencies, employees, investors, and customers, and their expectations regarding quality. The role of external agencies in setting and enforcing standards, such as the CQC and NICE, is examined, along with an assessment of the impact of poor service quality on stakeholders. The report then delves into the standards used to measure quality in health and social care, evaluating different approaches to implementing quality systems and identifying potential barriers to delivering quality services. Furthermore, the report assesses the effectiveness of policies and procedures in achieving quality outcomes, analyzes factors influencing quality, and suggests improvements. Finally, the report evaluates methods for assessing service quality from both external and internal perspectives, and discusses the impact of user involvement in the evaluation process.

Managing quality in
health and social care

Table of Contents
INTRODUCTION...........................................................................................................................4
LO 1.................................................................................................................................................4
Explain the perspectives that stakeholders in health and social care have regarding
quality....................................................................................................................................4
Analyse the role of external agencies in setting standards...............................................6
Assess the impact of poor service quality on health and social care stakeholders.........7
LO 2.................................................................................................................................................8
Explain the standards that exist in health and social care for measuring quality.........8
Evaluate different approaches to implementing quality systems.....................................9
Analyse potential barriers to delivery of quality health and social care services...........9
LO 3...............................................................................................................................................11
Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service offered...................................................11
Analyse the factors that influence the achievement of quality in the health and social
care service..........................................................................................................................12
Suggest ways in which the health and social care service could improve its quality...13
LO 4...............................................................................................................................................13
Evaluate the methods for evaluating health and social care service quality with regards
to external and internal perspectives................................................................................13
Discuss the impact that involving users of services in the evaluation process has on
service quality.....................................................................................................................14
CONCLUSION..............................................................................................................................16
REFERENCES..............................................................................................................................17

INTRODUCTION
Health and social care are an industry which provides medical facilities and services to people by
solving their health issues and problems. The main objective of health and social care
organisations is to maintain health of individuals. There are various methods for diagnosing and
treating of diseases which are used by health practitioners. This consists of criterion for working
with a team of health professionals including pathologist, nurses, specialists, surgeon,
diagnostics, etc. It is essential for medical practitioners to provide quality services to their service
user’s as need of quality is priority of this sector. If there is any mistake or error in operations of
medical practitioner then it can lead to severe complications (Horton, and Farnham, eds., 2015).
Look Ahead Care Support and Housing was founded in the year 1973. This provides various
facilities to people by giving medical aid to them. Our services can have up to around 12
bedrooms with people who specialise in dealing with those who are both mentally and physically
impaired. The following report addresses stakeholder perspective on the quality and position of
external standards setting agencies. This report is composed of existing quality measurement
standards and potential barriers to delivering quality healthcare services. It also addresses the
efficacy of policies, programmes, and processes that affect quality of health and social care
services. To stakeholders, the consistency viewpoint is the main field concern. It contributes to
customer satisfaction and allows stakeholders to have a positive impact. For the businesses the
output should be the goal. In health and social care, the meaning if quality does not merely
provide the appropriate services, it includes every dimension of their operations and what they
offer to their customers. Special consideration has been paid here in the current scenario to
understand the impact of quality on stakeholders and their quality expectations.

LO 1
Explain the perspectives that stakeholders in health and social care have regarding quality
In organisation stakeholders are essential role for the growth of business. To attain the objective
of business it is necessary to set a goals and objectives. Moreover, in context to health & social
care which need to boost up for the quality which can improve patient and providing them
healthy environment. Additional to it the stakeholder in the organisation includes certain things
that are staff members, investors, customer and even government agencies which can enhance
the growth and quality of hospital which can enhance service user’s betterment health. In context
to Look Ahead Care Support and Housing (LACSH), there are different stakeholders which
regard to better quality and health & social care which are been discussed below:-
Government agencies – There are certain external factor which has set certain
parameters which is been conducted in hospitals to deliver the best facility to people who will
visit the clinic. The agencies which are working for betterment of quality some of them are
(CQC) Care Quality Commission and NICE these are helpful health care which aid the
organisation to achieve facility which can aid the organisation to work in an effective way. The
external agencies are working hard to focus on the quality in an attractive manner (Giddens,
2013). In context to Look Ahead Care Support and Housing (LACSH), these agencies are
guiding and this clinic to improve quality so that service users feel safe and healthy. However,
the outcomes of this will growth of the service sector.
Employees – Employees of an organisation is the keystone which can improve in service
as well establish a relation between clients. Workers they are a meaningful for the company
which can put improvement in increasing quality by providing the best service to service user’s
and attaining six people in better way. In reference to Look Ahead Care Support and Housing
(LACSH) they are focusing on the production process so that quality will automatically increase
Investors – To increase the profit investor who play major role to gain targets of
business. There are certain techniques which medical filed is using to gain the profitability.
Investor conducting the best role in improving stands of living in an effective manner. In context
to Look Ahead Care Support and Housing (LACSH) the investors are investing their sum
amounts for increasing the effectiveness of the clinic so that improvement can be done.
Customers – The clinic can only be affected by efficient customer; the management of
the hospital is major focus on the customer growth which aid to fulfil their needs and

requirements on time. Clients who are visiting the hospitals they are customer for the hospital.
The clients their feedback and suggestions should be considered so that improvement can be
made on time (Doherty, Horne, and Wootton, 2014). In context to the hospitality sector the
quality which is provided by the organisation should be best and better quality so that they can
build long relation with clinic and also with staff members in the hospital. As Look Ahead Care
Support and Housing (LACSH) feedback should be considered by the management team of the
hospital through which improvement in quality can be made and which will aid to grow the
organisation in smooth.
Analyse the role of external agencies in setting standards
There is a very essential role of external agencies in setting standards for health and social care
organisations. These standards are important for performing operations of medical practitioners
in an appropriate manner. This consists of different instructions and guidelines that are adopted
by health care organisations. These standards help in making effective decisions and delivering
proper and effective treatment to people. Standards are essential for reducing risks of ant medical
mistake or drug error while doing any clinical practise of a person. In context of Look Ahead
Care Support and Housing (LACSH), there are different medical practitioners who work in this
organisation such as doctors, nurses, pathologists, surgeons, psychiatrist, etc. All these medical
specialists have to adopt different standards and measures for providing effective treatment to
people. There are following standards followed by Look Ahead Care Support Housing (LACSH)
in providing quality services to service users. It is important for medical professionals to deliver
person centred care by maintaining respect and dignity of the person. This health care
organisation prefers informed consent which gives information of patient on clinical practise
before implementation of care plan. Moreover, care professionals have the responsibility for
protecting service users from any neglect, abuse or harm. It is important for individuals to
maintain safety and cleanliness of person by giving healthy and quality food and water to service
users. Some other standards for providing quality service to patient which includes clean
premises, complaints, good governance, staffing, fit & proper staff, duty of candour and display
of ratings (Moser, and Kalton, 2017). These standards are adopted by Look Ahead Care Support
and Housing to deliver appropriate facilities for achieving better patient outcomes.
There is an important role of external agencies like CQC and NICE in the functioning of Look
Ahead Care Support and Housing (LACSH). This provides proper implementation of standards

in hospital in care and facilities of service users. These external agencies have the responsibility
for determining threat of practises and these give information to management of our services.
This helps in providing an effective method for resolving such issues. This helps in improving
quality and standard of medical facilities provided to service users. The external agencies are
responsible for performing their job role effectively. Negative feedbacks of service users are
analysed, and the nature and behaviour of medical practitioners are assessed by these external
agencies. This helps in evaluating effectiveness of clinical procedures. NICE and CQC have the
authority to claim penalty on health organisation if the complaint of the patient is not taken
seriously by care professionals. If any healthcare organisation does not follow standards and
procedures while working, then external agencies can cancel licence of medical practitioners or
whole organisation.
Assess the impact of poor service quality on health and social care stakeholders
In a health care organisation, it is important to ensure that there should be no poor service
quality. If there is a poor service quality in a health care organisation then it can lead to reduction
in good will and profitability of the organisation (Stevens, 2017). This can also increase value of
the health organisation in society. The stakeholders of the healthcare organisation consist of
customers, investors, members and benefit of these people depends upon profitability and growth
of the organisation. This is evaluated that if business is lost then it has negative impact on rate of
return of stakeholders of the company. If poor services are given by Look Ahead Care Support
and Housing, it will negatively impact the business of this health organisation. The negative
impact on health organisation is listed below-
Staff members - These are individuals who are hired by the organisation for working and
achieving goals and objectives of the company. If poor services are given by health
organisations, then it will decrease overall profitability and profit share of the organisation. If
company will not earn money and profit, then it is not easy for it to provide impressive bonus
and incentives to employees. This will reduce level of satisfaction of employees and thus they
will not be able to perform effectively in the company. If Look Ahead Care Support and Housing
will not provide bonuses and incentives to employees, then this is not be favourable for a better
future of the organisation.
Customers – The customers of health organisations are those people who visit health
organisations for treatment and medication. Customers or service users are those people who are

badly affected by the profit of the organisation. For Look Ahead Care Support and Housing, it is
important that organisation must be profitable and have a good image in front of society. This
will increase the number of service user’s and customers. If there are improper care facilities in
the organisation, then this leads to medical complexities or bad medical condition of the person
or at worst stage it leads to death. The medical practitioners at Look Ahead Care Support and
Housing provide appropriate quality of clinical procedures for giving appropriate treatment to
service users.
Investors - These are individuals who are responsible for providing funds and money for
conducting operations and activities of health care organisations. The investors take some
amount of profit earned by the organisation. Those organisations which are making good money
and profits are preferred by investors as they will get good profits from such kind of
organisation.
LO 2
Explain the standards that exist in health and social care for measuring quality
There is a standard or code of practise followed by organisation that helps in better flow of
operations. The health care organisations must formulate values and ethical procedures for
working as this will bound medical practitioners to work in an appropriate manner (Hong, and
et. al., 2013). Employees of Look Ahead Care Support and Housing work according to values by
formulating diverse strategies of code of practice. This consists of comparison of working
standards with actual efforts which are made by medical and clinical professionals which will
help in identification of gap. Moreover, there is determination of issues associated with health
care services in order to improve quality of medication facility. There are various measures
adopted by The Look Ahead Care Support and Housing which consists of various formulation of
guidelines as performance indicators, best practise, code of practise, etc. There are some minimal
standards including appropriate procedures and planning for achieving desired results. Moreover,
it is better to provide better treatment to cancer service users. There are effectual practices that
consists of chemotherapies of cancer which helps in preventing from these diseases (Glasby, and
Dickinson, 2014). Look Ahead Care Support and Housing can use peculiar practices which are
satisfied by usage of legal and ethical norms because they help in furnishing accurate direction

for gaining enhancement of outcomes of treatment procedures. These regulations and rules will
help in evading of pathways for inclusive that are needed by a person which is relevant for long
term benefits for improving reputation of people and external agencies.
Evaluate different approaches to implementing quality systems
The medical care institutions have formulated various policies that are applied for quality
systems in order to provide efficacious treatment to service users. It is not easy to make use of
practices for having maximal output from them and providing help in curing various diseases of
people (Ball, Grubnic, and Birchall, 2014). It is required that there should be proper and strong
planning and monitoring and latest equipment and techniques are used for improving results in
chemotherapies, surgeries, etc. There are following steps considered in Look Ahead Care
Support and Housing listed below -
Planning: This includes criteria for establishing a new plan of action and treating mental
illness in an effective manner. It is not easy for Look Ahead Care Support and Housing to use
technologies in an appropriate manner. This hospital must have effective strategies for executing
and implementing quality services to people. For an instance various one to one sessions and
medication.
Staff training: There must be proper training provided to staff and employees of Look
Ahead Care Support and Housing for providing quality services to service users. This can be
done by making a proper plan for meeting desired standards while working (Chelladurai, 2014.).
It is important for LACSH to provide effective trainings to staff members and increasing their
skills and abilities. It is crucial for having effectual use of policies, standards and procedures to
ensure that patient is treated appropriately.
Communication: Communication is an important aspect in each organisation. There must
be proper flow of communication in order to ensure all activities and operations are done in an
effective manner (Glendinning, 2015). There is effective communication among employees and
management of LACSH in order to treat employees properly. There is proper check on flow of
effective communication between medical practitioners and service users. This helps in making
effective decisions in curing any disease and treating people in an effective manner.
Target setting: To improve effectiveness of clinical practices and provide good quality
service to all patients and individuals. The main target is to improve quality of service provided

to the patients so that healthcare organisations can increase their way of working. It is essential
for the hospitals and other healthcare organisations to maintain their quality for effective services
to individuals. Also, another factor which is considered in the improvement of quality is to
provide all standards given by CQC and NICE in an effective manner.
Auditing: Quality healthcare depends upon an accurate as well as complete clinical
documentation in the medical record. An effective way for improving clinical documentation in
medical record audits. The main goal of an audit is to provide efficient and better delivery of care
and to improve financial health of medical provider.
Quality management system: This is defined as set of policies, processes and procedures which
are needed for planning and executing production or development in core business of health care
organisation. Quality management seeks to improve effectiveness of treatments and increase
patient satisfaction with the service. With an ageing population and rising health care costs,
quality management in health care is gaining increased attention.
Analyse potential barriers to delivery of quality health and social care services
Health and social care organisations are putting a lot of efforts for delivering quality services to
people. There is a need of improvement in health status of individuals by solving issues and
problems in an effective manner. There is a criterion for identifying potential barriers which
creates problems while providing essential medical amenities to service users. This reflects that
there are both internal as well as external factors that create issues associated with medication.
The external factors consist of inter-agency interactions, legislation and social policies. The
internal factors that affect services of the health care organisation are organisational structures,
resources, risks along with communication among people. These entities can create problems
which includes legal policies and procedures that render guidelines and procedures must be
followed strictly. The various external and internal barriers in Look Ahead Care Support and
Housing are listed below -
External barriers: There are some inter-agency communication which consists of CQC
& NICE for evaluating services and practices within LACSH. There is inspection done in these
services by following all instructions with respect to medical services through diverse guidelines.
Moreover, there are different legislations like Equality Act 2010, Health & Social Act 2012.
There are some social policies which are crucial to be amended in the hospital. In context of
LACSH, there are various steps which become barrier in providing medication to people.

Internal barriers: There are different complications and risk in service user behaviour,
substance abuse and various others which have a negative impact in providing quality services to
service user’s (Weare, 2013). If there is lack of proper communication among employees and
staff, then there is more risk of providing good services to service users. This will also decrease
the level of service offered by the organisation. A proper organisational structure is also
important in the health care company so that employees know how to work properly and
maintain ethics while treating service users. In context of Look Ahead Care Support and
Housing, there is proper flow of communication and also, they have adopted hierarchical
organisational structure in which staff members know whom to report and take guidance from
for working effectively.
Scrutiny of other barriers: They consists of training and lack of communication. This
also includes poor training and hygiene which creates negative impact on medical health of
service user’s (Ellner, and et. al., 2015). The Royal Papworth Hotel must adopt new technologies
and equipments for treating service users as this will help in getting desired results.
LO 3
Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the service offered
Systems
Quality management system – This consists of various strategies and practices for
determining various aspects that can increase quality of services offered by hospital. It is
important for applying effective practices and procedures in the organisation for maximising
outcomes of service users.
Information system – The specific and effective information system is important for
establishing them in health care organisation for sharing data in an effective manner. In context
of Look Ahead Care Support and Housing, medical professionals and practitioners must utilise
effective information system for maintaining accuracy of patient's data for delivering proper
medications.
Policies

Meetings – Look Ahead Care Support and Housing must conduct meetings on regular
intervals for reducing drug errors in the organisation and increasing quality of care facilities.
This will help in gaining better outcomes for service users.
Feedbacks – Look Ahead Care Support and Housing take continuous feedbacks of
service user’s so that it has knowledge about how to increase quality of service given to service
users.
Procedures
Total Quality Management – This is defined as the continuous process used for
identifying and removing errors that occur in practices. This will help in increasing quality of
services offered by Look Ahead Care Support and Housing. TQM can be used for improving
effectiveness of medical practices and providing better treatment to service users.
Continuous Quality Improvements – This includes procedure for determining issues and
implementing appropriate corrective actions and monitoring these for ensuring improvements in
health care operations (Nelson, and Staggers, 2016).
Analyse the factors that influence the achievement of quality in the health and social care
service
In context of Look Ahead Care Support and Housing, they have to focus on factors which have a
great impact on achieving quality in care services (Glasby, 2017). These are mentioned below -
Training programs – There must be proper trainings and development sessions provided
to medical staff of hospital in order to increase their efficiency of working. This helps in
increasing the level of performance of medical practitioners. If health care professionals have
increased knowledge, then there will be reduction of drug errors. Specific learning programs are
organised by Look Ahead Care Support and Housing for their employees in order to increase
quality of overall medical services.
Performance of staff – The performance of staff and employees is an important aspect
for increasing effectiveness of operational activities and procedures. This helps in increasing
overall productivity of healthcare organisation. In context of Look Ahead Care Support and
Housing, performance of employees is increased that leads to delivery of effective and quality
services to service users.

Effective communication – The communications plays an important role to facilitate
proper teamwork among care professionals associated with specific case of patient.
Suggest ways in which the health and social care service could improve its quality
Look Ahead Care Support and Housing (LACSH) can adopt certain effective as well as efficient
ways for improving quality of care facilities. These are listed below -
Total Quality Management (TQM) – The total quality management emphasises on
different aspect of the health organisation including atmosphere of institution, treatment process
and customer satisfaction (Provost, and et. al., 2015). LACSH can use total quality management
in order to increase quality of care services offered by the hospital.
Continuous Quality Improvement – This can be described as an effective method
which can be used by Look Ahead Care Support and Housing for identifying threats of clinical
practices to improve them. It will facilitate to apply continuous improvements of care facilities in
organisation which provide support to deliver appropriate treatment to maximise patient
outcomes.
Management leadership – Leadership & management is involved in scope for
improving health & social care (Asenova, Bailey, and McCann, 2015). If there is effective
leadership, then practitioner can provide treatment to people effectively. In context of the Look
Ahead Care Support and Housing (LACSH), leadership followed is democratic.
LO 4
Evaluate the methods for evaluating health and social care service quality with regards to
external and internal perspectives
In health care organisation there is requirement of methods that will help in improving quality of
the services. This will help in maintaining a good image and reputation of the organisation
among customers and stakeholders. The implementation of these methods is necessary for
analysing outcomes which are gained by adopting improvements in method. These will help in
improving efficiency of clinical practices of the organisation. Look Ahead Care Support and
Housing must monitor implementation of methods for identifying need of changing these
methods and improving quality of care facilities and services.

Focus groups - A focus group is defined as the group of members who conduct meeting
and share their views and thoughts on a topic. Such groups help in evaluating effective decisions
for a problem or situation (Kondasani, and Panda, 2015). It is important for evaluating that
applied techniques and methods can impact positively or negatively on operational practices in
hospital. Focus group can be used by Look Ahead Care Support and Housing (LACSH) for
solving problems in the services. This can help in getting to know about various methods that
can be applied for improving quality of care services of service users.
Questionnaires - Questionnaires are defined as a set of questions which are asked by
particular group of individuals. This will help in knowing about problems faced by service user’s
and other people in these services. These are helpful in getting information about need and
demands of customers. In context of The Look Ahead Care Support and Housing (LACSH) they
can use questionnaires for collecting knowledge about problem of customers. In this way,
organisation can get information for improving health care services. Questionnaire is helpful in
getting information about various problems related to staff behaviour, medical services, delayed
responses in order to improve it for increasing quality of care facilities.
Complaint procedures- This is known as a proper procedure or step for analysing
complaint of service users. There must be a proper procedure for complaining about any problem
or situation of the health organisation (Mintzberg, 2018). There is a specific team of management
which take complaint of clients and emphasises on betterment of facilities and services of Look
Ahead Care Support and Housing (LACSH).
Discuss the impact that involving users of services in the evaluation process has on service
quality
There is involvement of service users for evaluating quality of services. This will help in
providing appropriate information regarding threat of care services and facilities. The health care
organisations or hospitals focuses on feedbacks of customers or service user’s for satisfying
actual demands and needs of them. There is a positive impact of service user in evaluating
service quality. Some of the impacts are mentioned below -
Improvement of services – This consist of gathering knowledge about actual problems
that are faced by customers while seeking good care facilities in a service. It is important for
Look Ahead Care Support and Housing to focus on these issues and work for these as this will

help in improving effectiveness of care services for increasing better results of patient’s
outcomes.
Analyse actual threats – There must be involvement of service users for revealing threat
of care services, delayed facilities, inappropriate management of staff and employees misbehave.
This is helpful for determining problem of medical facilities that are not known by
administration of hospital (Dunning, Sinclair, and Colagiuri, 2014). Staff members hide issues
from administration for improving the quality of services offered by Look Ahead Care Support
and Housing.
Involving consumers of the facilities means understanding their healthcare preferences. It is a
highly significant factor which the health care needs to take into account in particular. The
service users know what they are asking from the hospital in order to have a positive impact on
the hospital's efforts to improve the quality of their care. For example, if service users point to
any particular quality or skill of any individual member of staff that made them special and
comfortable then those skills could be identified if the service users are involved in the process
of health care or quality improvement. The company can also try to build on those competencies
and behavioural dimensions in other staff members. It is therefore one factor that shows the
significance of involving the users of the service in health and social care. The service users or
associated persons with them may point to the problematic and challenging areas of organisation
that create obstacles to improving the quality of service. So, it can help bring about the
appropriate change (Improving Quality in Health Care. 2002). Customer views and viewpoints
are something that can help on the ground of quality-measurement performance improvements. It
might therefore be noted that the role of service users is enormous in making hospitals that are
powered by quality and creative health and social care.

CONCLUSION
It can be concluded that the role of quality in engaging the stakeholders in health and social care
settings is vast. However, with the aid of the current report, the position of external agencies in
ensuring the delivery of quality service is also evident. The feedback and benchmarking
techniques are the key to understanding the areas of concern with a view to bringing about
adequate adjustment of the output measurements. Review of the case study helps to understand
the role of higher authorities and various factors in bringing changes in service quality.

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