This report examines quality management within the health and social care (HSC) sector, using the Royal United Hospital (UK) as a case study. It explores stakeholder perspectives on quality, differentiating between internal and external stakeholders like government bodies, investors, and customers, and analyzing their positive and negative impacts on service quality. The report details the role of external agencies, such as the UK Adverse Incident Centre, and the Health and Social Care Complaint Centre, in setting and maintaining quality standards. It also assesses the impact of poor service quality on stakeholders, including service users, investors, and suppliers, and the standards used to measure quality, such as ISQua, NICE, and WHO/UNAIDS standards. Different approaches to implementing quality systems are discussed, along with potential barriers to delivering quality HSC services. The report includes an analysis of systems, policies, and procedures in an HSC setting and suggests ways to improve quality. The conclusion summarizes key findings and suggests improvements for the Royal United Hospital.
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