Managing Quality in Healthcare Services

This report discusses the significance of quality management in healthcare services, focusing on the Stanford Residential Care Home. It outlines the responsibilities of managers in ensuring compliance with regulations, the importance of team collaboration, and the role of service user involvement in enhancing service quality. The report emphasizes the need for ongoing training and adherence to standards set by external agencies to improve the overall quality of care provided to patients.

Managing Quality

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK ..............................................................................................................................................3
Question 1...................................................................................................................................3
Question 2...................................................................................................................................4
Question 3...................................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
The concept of quality depend upon user's perspectives. Quality is an significant
component in health ans social care. It is important that services provider has to provide quality
of services and should also address all the requirements of external regulatory bodies (Buck,
2011). The present report is based on Stanford Residential care home who is providing services
to elderly people. This care home is not providing the quality of services. The system, policies
and procedures has been explained. Along with this some factors has been discussed which
suggest to improve quality of services in Stanford care home.
TASK
Question 1
In cited care home Sam is appointed as manager. He has to use proper system, rules and
procedure in order to provide quality of services. Care Quality Commission has made new
compliances and establish new care services which has been adopt by the manager. The policies
and procedures that should meet the requirements of CQC. The manager has to meet all the
requirements of regulatory, legislative with in the health and social care sector.
Health and Social Care Act 2008, Regulation 2014 – The residential home care has to
follow this rules to make sure to provide quality of services to patients with safe and effective
manner and encourage them to improve their health. They have to regulate all the services on
regular basis to meet out with all the fundamental standards of quality and safety. The people
have right to receive quality of services (Care Quality Commission, 2012). The manager has to
monitor and inspect all the activities to meet out with the standards. They have to protect the
rights of elderly people including who are suffering from mental problems. Time-to-time the
manager has to take appropriate actions when these services are falling below the standard
requirements.
Care Act 2014 - This act set's out the duties of service provider in assessing the need of
people. In this act the managers has focus on the requirements of patients and how these are
impacting upon their well-being (Care Act 2014, 2016). Whenever any person is suffering from
any illness or diseases the service provide has to provide them in quality.
One system i.e. total quality management, it means that it clarify the philosophy and
tactics of hospital which has been struggle by the organisation in order to provide quality of

services to accomplish with the needs of customers. They have to apply the concept of total
quality management through which they can alter the quality of services which has been
provided by staff (Hutchison and et. al., 2011).
The manager has constantly scan and review all the standards which has been framed but
the CQC for the health and social care development. They have to collect all the information
which are up to date so that service provider can subscribed to provide new services. On the side,
the manager has to monitor all the tools which has been used by staff for the well-being of
patients. Through this the manager can be up to date with the patients health but sometimes it
waste their time also. With the help of monitoring all the patients, it will be beneficial for the
patients. The managers has to adopt these rules on regular basis in order to provide quality of
services to patients and fulfil their needs.
Question 2
The concept of quality is difficult. There are numerous factors which influence the
quality in care homes. The organisation has to follow all the rules and regulations which has
been set by the external agencies. External agencies set the standards and benchmarking in order
to provide quality of services. In Stanford residential home care the external agencies plays an
important role. They have to find those ways through which they can improve quality of
services. They have to provide proper training and development programme to new employees in
order to provide to provide quality of services to patients (Kocher and Adashi, 2011). But there
are some factors which can make contribution in the attainment of quality of services such as;
Team working - In health and care social organisation, improving the quality of services
then it is important to work as team. While working in team, the members can share their task
and they will learn from the other which will improve their skills and knowledge. In cited care
home it is important to work in a team so that service provider can provide quality of services.
Health and safety at work place – It is the responsibility of managers and services
provider to follow all the provisions which has been set regarding the health and social care. At
work work place it is important the that the organisation has to follow the act of Health and
safety at Work 1974. in this this the employers have responsibility to protect the rights of
employees at work place. The employers have to analyse those factors which are causing
hazardous to employees. These regulation will lead in the dramatic improvements in care homes
and service provider will work according to the care quality commission.

In Stanford residential care home it is important to improve the quality of services by
taking advices from the expertise (Mechanic, 2012). The manager has to provide proper training
and development programme to employees. Through this, these employees will acquire more
information that how to do things in new manner. This is important aspect in care homes to
provide ongoing trainings so that services providers will be up to date of information. With the
help of this they will also became to know how to use new equipments in order to provide
quality of services. With the help of training it also improve the skills and knowledge of
employees and they give will provide productivity results. Training minimise the preventable
accidents and it promote the quality of services. Further, they have to take feedbacks from the
employees that in which area they need suggestion to improve their quality of services.
Question 3
In residential care home it is important to involve services user in health and social care.
The manager has to provide quality of services to users. They have to encourage patients which
will improve their health. Service user involvement is that process where people are using the
service which are involved in planning and development in the delivery of services. The services
users has to understand the framework which has been provided by the doctors. If service users
are not happy with the services of organisation them it will directly impact on the company brand
image.
The service users are important for the organisation because without them they cannot
run their business successfully. The service users in health and social care facilities have huge
impact on quality of services (Parekh and et. al., 2011). These impact can be positive or negative.
The company has to evaluate the performance of employees because it gives the advantage to
health and social care to get to know about the patients experience. It is always good for the
health and social care to involve the services user in evaluation process. With the help of this the
patients feel valued towards the organisation. Stanford residential care home has to provide
services according to the needs of patients thorough which will confidence so that they can share
their knowledge with them. It makes the positive impact on quality of services by receiving the
positive reviews from the customers. The feedbacks which they have receive from the services
users or patients is the key element for the health and social care. With the help of this they can
improve the and develop the quality of services and can provide excellent services to the users.

It is also important for administration to improve quality of services of the staff also in
order to fulfil the requirements of patients (Tolson and et. al., 2011). It is the responsibility of
higher authority also to follow the proper rules and polices on regular basis so that they can
analyse the quality of services at work place. It will also help them to retain patients for a long
period of time. In global competitive market, it became important to sustain patients in care
homes.
With the help of evaluation process the services providers can get the positive view point
of users that they are feeling happy. Through this they will understand their core values in
organisation. Time-to-time the services provider has to change their equipments in providing the
quality of services. The managers has to provide them training related with the new use of
technologies so that they can provide good quality of services to them (Young and et. al., 2010).
They have to also take review on care plans from the services users to determine whether the
services provider are improving their services or not and to handle the procedures so that
corrective actions can be taken.
CONCLUSION
After summing up report it has been concluded that Sam have to follow all the rules and
regulations which has been framed by Care Quality Commission in order to provide quality of
services. Further it will give advantage to care home while providing the proper training and
development programme on regular basis. Through this the quality of services will be improved.

REFERENCES
Books and Journals
Buck, J. A., 2011. The looming expansion and transformation of public substance abuse
treatment under the Affordable Care Act. Health Affairs. 30(8). pp.1402-1410.
Care Quality Commission, 2012. The state of health care and adult social care in England in
2011/12 (Vol. 763). The Stationery Office.
Hutchison, B., and et. al., 2011. Primary health care in Canada: systems in motion. Milbank
quarterly. 89(2). pp.256-288.
Kocher, R. P. and Adashi, E. Y., 2011. Hospital readmissions and the Affordable Care Act:
paying for coordinated quality care. Jama. 306(16). pp.1794-1795.
Mechanic, D., 2012. Seizing opportunities under the Affordable Care Act for transforming the
mental and behavioral health system. Health Affairs. 31(2). pp.376-382.
Parekh, A. K., and et. al., 2011. Managing multiple chronic conditions: a strategic framework for
improving health outcomes and quality of life. Public health reports. 126(4). pp.460-
471.
Tolson, D., and et. al., 2011. International Association of Gerontology and Geriatrics: A global
agenda for clinical research and quality of care in nursing homes. Journal of the
American Medical Directors Association. 12(3). pp.184-189.
Young, J., and et. al., 2010. Diagnosis, prevention, and management of delirium: summary of
NICE guidance. BMJ: British Medical Journal. 341.
Online
Care Act 2014. 2016. [Online]. Available through:
<http://www.scie.org.uk/care-act-2014/assessment-and-eligibility/>. [Accessed on 25th
April 2017].