Comprehensive Analysis of Quality Management in NHS (2024)

This report delves into the critical aspects of quality management within the National Health Service (NHS). It begins by outlining the perspectives of various stakeholders, including employees, customers, government entities, and suppliers, highlighting their concerns regarding service quality. The report then explores the roles of external stakeholders like the Care Quality Commission (CQC) and the National Institute for Care Excellence (NICE) in maintaining and improving quality standards. It further examines the impact of poor service quality on stakeholders, using a case study to illustrate the consequences. The report also details the standards required to meet service quality, various approaches to implementing quality systems, and the internal and external barriers that impede quality in health and social care, such as organizational culture and lack of communication. Additionally, it assesses the effectiveness of existing systems, rules, policies, and procedures, identifies factors influencing quality achievement, and suggests ways to enhance quality in the health and social care sector. The report concludes with a summary of key findings and recommendations for improving overall quality management within the NHS.

MANAGING QUALITY

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Perspectives which stakeholders connected with health and social care regarding quality.
................................................................................................................................................1
1.2 Effective role of external stakeholders for maintain standard for quality in health.........2
1.3 Impact of poor service quality on stakeholders................................................................3
TASK 2............................................................................................................................................3
2.1 Standards to meet quality of services...............................................................................3
2.2 Various approaches to implementing quality systems.....................................................4
2.3 Different barriers in health and social care.......................................................................4
TASK 3............................................................................................................................................5
3.1 Effectiveness of systems, rules, policies and procedures opted in health and social sector.
................................................................................................................................................5
3.2 Factors influence achievement of quality in health..........................................................5
3.3 Different ways to improve quality in health and social care............................................6
TASK 4............................................................................................................................................7
Covered in PPT.......................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Quality of every firm needs to be mange by quality management. It can ensure that goods
and services of firm can meet expectation of people. Managers must responsible to maintain best
quality services for the purpose of enhance market growth and build trust among targeted
customers. The main components of this process are planning, strategies, implementation of
rules or regulation, quality control or improvement and much more. The present report is based
on National Health Service (NHS) which provide best quality of health services to large number
of people. It provides medical services to customers at cheap price which can easily affordable
by every person (Weisfeld, 2011). It has multiple stores in all over the country. In this report
discussed perspectives that stakeholders are connected with health and social care. Poor service
quality is having impact on the popularity of firm, reduce number of customers, decrease market
share, reduce profit margin, badly impact on health of people who continuously or casually use
services of health and social care sector. Members of NHS are responsible to follow rules,
regulation and policies which are imposed on them as per the provision of law. They must ensure
that company must maintain Equality Act, 2010, Mental health capacity, 2005 and Health and
Safety Act, 1976.
TASK 1
1.1 Perspectives which stakeholders connected with health and social care regarding quality.
The external stakeholders of NHS have various perspective in terms of the quality as well
as their concern related to matters in terms of managing the quality at health and social care
setting. Stakeholders are like customers, finance providers, suppliers, employees, Government
and other legal authorities (Weiner, Zaichkin and Kattwinkel, 2016). Through this it is clear that
organization needs to be maintain best quality of services, because customers focus on quality
services as provided by health and social care department. Members of company try to meet
expectation of people and attract them as well. The staff members of NHs are majorly concerned
with their safety or security at workplace.
Stakeholder’s perspective in relation with health and social care are as aligned below-
Employees- These are important part of every firm. Staff members of NHS have to take
reasonable step to maintain health and safety working environment for them. Best quality of
employment services is usually attracting employees and motivate them as well towards perform
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task within stipulated time period. With the help of this process company can keep employees for
long tome and maintain performance in effective manner.
Customers- Every company perform function for attract people towards services. Every
person who act as consumer must focuses on the quality services in health and social because no
person is capable to take risk with health (Aveyard, 2014). So that, in order to earn profit and
raise standard of living members of NHS have to provide best quality services in entire country.
Government- Staff members of NHS are responsible to fulfil rules, regulation and
policies which are imposed on them as per the provision of law. Equality Act, 2010, Mental
health capacity, 2005 and Health and Safety Act, 1976 are some act which needs to be
implement in entire organization. They are bound to meet expectation of legal authorities.
Suppliers- These are also part of firm which provide raw material to company for the
purpose of further production and distribution of goods and services (Kocher and Adashi, 2011).
1.2 Effective role of external stakeholders for maintain standard for quality in health.
Standard is the term which is stands for as a morale of principles that is opted in order to
measure something. External agencies are not the part of company but they can collectively
support to firm to maintain quality standard. External agencies are like Care Quality
Commission (CQC) and National Institute for Care Excellence (NICE). The main role of
these two agencies is to maintain overall performance of firm and analyse that members can
meet standard of legal authorities. They are responsible to identify issues which create in
organization evaluate solutions for the same (Creek and Lougher, 2011). Members of NHS are
responsible to frame different plans and strategies for meet satisfaction of people. After this try
to implement them for meet standard of government.
Care Quality Commission (CQC)- The main and significant role of this agency is to
ensures that whatever the quality service opted and provided by NHS but have to covered
standard of government of United Kingdom (Andersen, Rice and Kominski, 2011). Also setting
up new standards in order to maintain health and safety for the target audience who expect best
quality form company. When requirement of company as well as standard of legal authorities
may not meet then CQC is there to provide essential improvement to them.
National Institute for Care Excellence (NICE)- The important role is this agency is to
grow, enhance and expand expected results for people who using services of NHS. Members
participate in creating proposal which are based system as well as data related to health and
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social care. NICE offer various types of informational services regarding maintenance of health
of people. It can protect principals of in order to improve and maintain quality of services
(Murdoch and Detsky, 2013).
1.3 Impact of poor service quality on stakeholders.
Health and social care department needs to provide best quality of services to people in
international market for attract large number of customers in effective manner. Specially in
health care sector, poor quality of service is unacceptable (Tinetti, Fried and Boyd, 2012).
Furthermore, stakeholders of NHS can be impacted by the poor quality services in terms of
sensitive, public and much more.
Form the mentioned case study of Mrs Bond who is cancer patient from last 10 years.
She admitted in NHS for further treatment of her cancer. During the period she notices that
service quality of firm decreases as the day passes which is beneficial for people and for
company itself (Marlatt, Larimer and Witkiewitz, 2011). Through it may not able to attract
number of customers and not maintain best performance as well. Due to reduce quality of
services company may not able to expand business in international market.
Through the case study it is clear that, poor quality in health and social care make having
impact on the stakeholders of NHS. Members of firm have to analyse to improve quality of firm.
they are responsible to use collective efforts for the attain target within stipulated time period.
Customers are the part of stakeholders, so that company can reduce number of consumer if not
provide quality health services (Almalki, FitzGerald and Clark, 2011).
TASK 2
2.1 Standards to meet quality of services
Quality of care and continuous maintenance of standards are essence of any organisation
working in health and social care sector. There are certain regulatory body that monitors the
same. Care Quality Commission is one such regulatory body which is responsible for regulation
of health and social care services (Glasby and Dickinson, 2014). It also aims at protecting the
interest of general public. There main focus is to protect and improve the standard of quality in
health and social care services. There are some local authorities also like Brent department of
health that seek improvement in medical facilities. These authorities have made certain rules to
be followed such as use of performance indicators, PI work book (every quarter) etc. in order to
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improve performance of organisations. The commission for social care inspection is a body that
inspectorate all social care organisations whether public, private or voluntary. It inspects and
review standards of health and social care services. It also registers services that meet national
minimum standards. The protection of interest and dignity of people are also done by CSCI. The
commission inspect all social care organisation against national standards. The bodies also have
set some code of practice for social care workers (Glasby and Dickinson, 2014). There are
certain acts made by legislations that concentrates on protecting interests of general public who
are getting any medical treatment-
Equality act 2010- This legal framework will protect the rights of individuals and
advance equality for all. It safeguards individuals from unfair treatment and promote equality in
society.
Mental health capacity 2005- It involves in care, treatment of people who lacks in
capacity of making decision by their own. It is framed to protect and restore powers of such kind
of people.
Health and safety 1976- It is also one of the important legislative act responsible for
enforcing health and safety. It handles issues of safety and standard of quality of health care
services.
2.2 Various approaches to implementing quality systems
Implementing quality system is essential for any organisation working in health and social
care sector. It is important for keeping high standards of quality. Quality control and Total
quality method can be best approaches to implement such system. Maintenance of quality
standard are needed in NHS for smooth functioning (Glasby and Dickinson, 2014). The
requirements of service user can be fulfilled. It will also help to regulate the job efficiency and
hence overall contribute to standards.
Quality management can be defined as a tactic business follow to better deliver services
in order to make them healthy and satisfied. There should be a target setting done by NHS in
order to maintain standard. For eg. Time given to patients will be increased to serve them with
better services. The seniors have to monitors time a particular professional is giving to service
user. The problem comes from unsatisfied service user of health and social care. They can be
better treated with no hurry. Staffing also plays a crucial role. The communication system should
be effective enough to deliver information accurately to every professionals working in NHS.
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2.3 Different barriers in health and social care
There are internal and external barriers that acts as an obstacle for delivering better quality
services in health and social care services. A service user can be satisfied with best delivery of
care. The details of such factors can be explained as under-
Organizational culture- Organisational culture is where professionals of social and
health care comes in contact with each other. Positive and healthy environment is essence for
smooth functioning of operations in NHS. If culture of such organisation is good, service user
will get better treatments from them (Glasby and Dickinson, 2014).
Lack of communication- There should be effective communication system. Lack of
communication will make service user unsatisfied. In order to address any patients,
communication plays a critical role. Ineffective communication will definitely lead to failure of
business.
Training- Professionals working in such sector need continuous training and
development in order to tackle innovative technology. There is enormous scope in medical
science. Research are advancing technologies used. Staff need training to better serve customers.
Operational cost- The cost of operational activities is also vital. As if expenditure will
be more in less needy activities. NHS would not able to bring high-technology equipment for
better serving service user.
Customer service- The overall aim of better quality of customer service is make general
public health. Any customer who is coming to NHS needs to satisfied. This can be possible with
trained professionals and innovative technology.
TASK 3
3.1 Effectiveness of systems, rules, policies and procedures opted in health and social sector.
Health and social care is a sector that requires standardised policies and programs for
making sure that each aspect is properly maintained and all variables are controlled. These days
it is necessary for National health organisation to utilise all the laws and legislations in a way
that they are able to serve each case in a desired manner. It has to follow all the guidelines and
ensure that its services are at par with requirement. At present, the effectiveness of system can be
analysed in a way that the response time of NHS to a case is minimised to 7 minutes. Which is
considered to be fastest in world. It is also able to provide them with extra care where it is
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needed. The companies that are operating in health and social care needs to ensure that they
follow all the guidelines. The effectiveness can be judged by annual changes in the variables.
3.2 Factors influence achievement of quality in health.
Care Quality Commission and many other statutory bodies such as Commission for social
care inspection are controlling standards that needs to be met in NHS. They have definite
regulations that are needed to be followed by NHS in order to better serve customers. They have
instructions and guidelines with regards to quality of health and social care. Making service user
satisfied is one of the key element that further influence quality of care. A patient that came to
NHS should feel better serve from professionals and quality of treatment is must. Also facilities
of emergency need to be effective (Glasby and Dickinson, 2014). Immediate care must be given
to patients coming in emergency. Admission procedure and fees are not more important than life
of human. Medical professionals need time to time training and developmental activities in order
to be effective and for giving best treatments to general public. Interest of public must be
protected and safeguarded. Patients must be treated with respect and dignity. The professionals
are more responsible for maintenance of quality. NHS also get charity and grants from
government to purchase capital assets such as equipment required for better serving patients. The
government also frame set of rules and regulations that should be followed by them. Use of
modern technology needs to be encouraged. A special department needs to be created that
monitors overall innovation of technology and make them available in an organisation.
3.3 Different ways to improve quality in health and social care.
Development of quality of health care is must for NHS to better serve its customers.
Regular feedback can help in same process. A service user can better evaluate the care they are
getting in such organisation. Patients have to wait a long for treatment and surgeries, these are
key problems in such organisations. Continuous monitoring these issues and resolving them
quickly is must for NHS. There should be a complain department where any customer can
complaint about such issues (Glasby and Dickinson, 2014). Hence quality can be improved. Also
training and development activities of medical professionals needs to be increased in order to
adapt to changing requirements and innovative technology. The ways in which health and social
care facilities can be improved are as follows-
Service user feedback- Seeking feedback from patients is one of the important ways to
improve care services. The user knows better about the behaviour of medical staff and
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professionals while treatment. This helps administration to gather both positive and negative
feedback from them.
Effective communication- Communication is what make any organisation effective.
Coordination among medical professional’s better serve service user. Also communication plays
a crucial role in treatment of patients. E.g. While operation, medical professionals talk with
patients to make them comfortable.
Adaption of newer methods- Adaption of new technology will help NHS to remain
competitive. Professionals need training and developmental activities to have knowledge about
using such technologies.
Research- Now-a-days every organisation in health and social care sector give
consideration for researching. A research is what make an organisation better in serving its
patients.
Thus, these are some common ways to improve quality of health and social care service.
TASK 4
Covered in PPT
CONCLUSION
On the basis of above mentioned report, it is affirmed that quality in health and social care
sector play significant role to manage things. NHS is the public organization which is provide
best quality of medical services to people. The main aim of this firm is to offer best quality of
medical services to people. In this report mentioned different ways to improve quality. Poor
quality of services may be having impact on stakeholders.
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REFERENCES
Books and Journals
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overview/Aperçu du système de santé en Arabie saoudite. Eastern Mediterranean health
journal. 17(10). p.784.
Andersen, R.M., Rice, T.H. and Kominski, G.F., 2011. Changing the US health care system: Key
issues in health services policy and management. John Wiley & Sons.
Antheunis, M.L., Tates, K. and Nieboer, T.E., 2013. Patients’ and health professionals’ use of
social media in health care: motives, barriers and expectations. Patient education and
counselling. 92(3). pp.426-431.
Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide.
McGraw-Hill Education (UK).
Creek, J. and Lougher, L., 2011. Occupational therapy and mental health. Elsevier Health
Sciences.
Glasby, J. and Dickinson, H., 2014. Partnership working in health and social care: what is
integrated care and how can we deliver it?. Policy Press.
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.
Marlatt, G.A., Larimer, M.E. and Witkiewitz, K. eds., 2011. Harm reduction: Pragmatic
strategies for managing high-risk behaviors. Guilford Press.
Murdoch, T.B. and Detsky, A.S., 2013. The inevitable application of big data to health
care. Jama. 309(13). pp.1351-1352.
Tinetti, M.E., Fried, T.R. and Boyd, C.M., 2012. Designing health care for the most common
chronic condition—multimorbidity. Jama. 307(23). pp.2493-2494.
Weiner, G.M., Zaichkin, J. and Kattwinkel, J. eds., 2016. Textbook of neonatal resuscitation.
American Academy of Pediatrics.
Weisfeld, V.D., 2011. Jonas and kovner's health care delivery in the united states. Springer
Publishing Company.
Online
Managing quality in health and social care. 2016. [Online]. Available through: <
http://www.dissertationhomework.com/essays/health-and-social-care/managing-quality>.
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