Managing Quality in Health and Social Care: A Case Study of NHS Trust

Desklib provides past papers and solved assignments for students. This report analyzes quality management in NHS trusts.

MANAGING QUALITY IN HEALTH IN
HEALTH AND SOCIAL CARE

Table of Contents
Introduction...................................................................................................................................3
LO1.................................................................................................................................................4
1.1.............................................................................................................................................. 4
1.2.............................................................................................................................................. 5
1.3.............................................................................................................................................. 6
LO2.................................................................................................................................................7
2.1.............................................................................................................................................. 7
2.2.............................................................................................................................................. 8
2.3............................................................................................................................................ 10
LO3............................................................................................................................................... 11
3.1............................................................................................................................................ 11
3.2............................................................................................................................................ 12
LO4............................................................................................................................................... 14
4.1............................................................................................................................................ 14
4.2............................................................................................................................................ 16
Conclusion................................................................................................................................... 17
References................................................................................................................................... 18

INTRODUCTION
Effective managing quality is very essential for every HSC organization in regards to delivering
the best care and treatment to the service seekers. For improving the efficiency and
productivity of service, the HSC sector focus on managing the qualities of services. And in order
to improve the services, the organization should follow the proper term, principle and policies
set by the care quality commission. In this assignment, we will discuss the views and opinion of
different stakeholders in the organization. The HSC sector must follow the rules and regulation
in order to maintain the quality services in the organization. In this report, we will discuss the
case of NHS trust who is providing acute care and treatment in the population of England.
There are various policies, the strategy has been adopted by the NHS trust in order to fulfil the
demands of the service seekers and maintain the quality standard. The CQC organization is
monitoring the services in the NHS trust.

LO1
1.1
In HSC sector, every stakeholder may have their own views and perspective with regard to
service provided and maintain a standard by the care home. Any facilities that provide
satisfaction among stakeholder means superiority for them (Holloway and Galvin, 2016).
The perspective of service seekers depends on their thinking power experience and values that
they received from previous experience of health care. For the service seekers, quality
measurement means the treatment they receive, with what respect they get treated, safety
and security and hospital responsiveness. If the organization is able to fulfil these demands
then the perspective of service seeker about services quality is good. In the case of NHS trust,
the safety of patients is decreasing day by day (Moore et al., 2018). Patients are waiting for a
long time for a surgical procedure and the trust is not performing the elective surgical
procedure. Such cases are creating a negative perspective on the service seekers. Another
incidence, the trust is not able to fulfil the basic demands of the service seekers.
Doctors and senior nurses are the other stakeholders in the HSC. Their views about quality are
providing proper treatment and care, availability of the equipment and instrument, choose the
right decision that will be beneficial for patients defines quality. The ability to perform the
duties to promote quality services depends on the efforts and commitment of workers. The
NHS trust has deficiently of well-trained staff and senior nurses who lead to improper care and
treatment for the patients (Gan et al., 2017).
The perspective of CQ is very important in the HSC. CQC is analyzing the NHS trust issue and in a
recent inspection, they had given a formal warning to the trust regarding maintaining the good
quality services and provide data and record of the patients. Other than this, CQ can take legal
action against the trust if they do not fulfil the demands of the patients.

1.2
The external agency is playing a great role in maintaining the good quality services and standard
of care sector (Richardson et al., 2018). So many agencies like the National Institute for clinical
excellence, CQC and health services commissioners are running to maintain the standard in the
HSC.
NICE is independent sector provides guidelines in encouraging good health and prevent the
illness or ill health. In the NHS trust, health care professional check and the problems such as
anxiety or any attack those require prior medication before giving the prescription. For that, the
worker can also take advice and reviews from a government organization. A health care
professional can take training from the NICE for treating different medical cases. NICE assures
that the service provided by the organization should be value for money (Limb, 2018).
CQC regulate the services which are provided by the local agencies and public and private
organization. Their main focus to provide quality care to the service user, in the NHS trust, a
minimum of three inspections per year has been taken by the CQC for measuring the
cleanliness and quality. CQC is a legal organization and has a right to take legal action if the
demand of service is not acceptable. CQC support equality and independent service that is
every individual should be treated n equal manner. There should be no description of racial, sex
or caste. CQC always try to enhance the services and performance to accomplish standard
(COMMITTEE, 2016).

1.3
Poor quality services adversely affect the HSC organization. Poor quality services affect the
efficiency and effectiveness of the NHS trust. It diminishes the productivity of the organization.
It leads to a negative impact on the service user. Stakeholder outlook may change due to the
poor quality of services. Service seekers are complaining continuously about the poor quality of
services means change is necessary for the NHS trust. Every patient should be charged for
receiving the services (Curry et al., 2015).
The other issue that influences the quality services are due to funding or financial problem, low
level of staff and a team member or not trained officers, the reporting process is poor. To
improve the service quality, NHS trust should focus on increasing the fund amount, should
generate necessary improvement like reporting time, appoint well-trained healthcare
professional. Other than this, management and ownership should be introduced for specific
facilities system (Jones et al., 2017).
The poor quality of equipment and appliances will cause a health hazard to the service seekers.
The lack of assessing and monitoring the services or deficiency of proper knowledge of
spreading an epidemic disease may lead to poor quality of services. Poor human resources in
maintaining quality is another big concern in the NHS trust. Poor quality services decrease the
gratification level among the stakeholders. Poor quality services lead to the negative publicity
of the organization which may affect the vast building of the organization (Jones et al., 2017).
The employees and government should take an initiative to promote the good quality services
and maintaining the standard of the HSC sectors.

LO2
2.1
Performance of HSC sectors mainly depends on the quality standard. The quality standard is
important in measuring effective and safe practice. It is specified in order to promote and
support a healthy life and a better environment. By adopting quality standard the service
seekers would be able to receive good treatment and care within the HSC sectors. By
implementing the quality standard in the HSC the chances of error have been reduced and
productivity has been increased (Moss, 2017).
CQC has designed many safety and quality standard in the NHS trust in which record and
documentation is one of them. Maintaining record and data assure that the service seekers do
not get incorrect or unsafe treatment and are in the organization. In data maintaining. It
includes personal and professional information, medical condition, previous history of a disease
and other useful information related to disease has been maintained on a regular basis (Mason
et al., 2015). The record maintained should be kept safe and preserve so that wherever it is
required the patient should get. This all can raise the level of standard in the HSC sector. In our
case study, the NHS trust has not implemented the record system properly and hence they fail
to meet the standard level of CQC. Though NHS trusts have maintained some record when the
CQC has asked for the record they are failed to evaluate (Mason et al., 2015).
Maintaining the dignity and individual right is another quality standard that is regulated by the
CQC. It is necessary to maintain the dignity and increase the gratification level of the individual.
Dignity is mainly concern with personal behaviour and feeling. Safeguarding service seeker from
abuse services is also monitoring by the CQC. The individual should be protected from the
abuse services and the staff should be treated with respect and dignity (Perera et al., 2016).

2.2
In the above division, the quality standard in the HSC has been discussed. Now is important to
evaluate the strategies that are important in the implementation of service quality system. The
quality management approaches are focused on service seekers satisfaction and develop
importance for their money.
Total quality management (TQM) is one of the leading organizations currently running in the
HSC for quality management. TQM helps in assessing and monitoring the problems associated
with the services or service seekers (van Wijngaarden et al., 2018). TQM has the aim to increase
the patient satisfaction level and improve the quality of care and treatment in the organization.
The quality management system in the HSC sectors should be adopted for efficient works. It is
necessary that the care workers should be able to fulfil the norms and condition and
understands their responsibilities and roles to perform their job meritoriously. In order to
manage quality services in HSC, the management should generate various policies and
programs such as planning and coordination; develop good communication skills,
responsibilities and role, assessing and monitoring (van Wijngaarden et al., 2018).
These planning and approaches will help the organization to perform efficient services and to
fulfil the desired superiority of the services. The NHS trust could appoint a supervisor in the HSC
so that they should focus on maintaining the quality standard and can set the benchmark to
meet the basic requirement of home care.
Good quality of staff help to provide good quality of services and the services are available on
time and the standard has been maintained. If the NHS trust has good resources then TQM
could be managed easily (van Wijngaarden et al., 2018).
Profits of resources
 By applying procedure, policies and laws the trust will not have to face legal barriers
 The positive image can be created if the assessment procedure has been followed
properly

 By following some policies like STD control will help to prevent infection and achieve
good quality services.
 If the resources are available properly then patient do not need to wait for their time
 With the availability of necessary and proper machine and appliances will help in cure
any disease without wastage of time (Taylor, 2018)
Lack of improper resources and delay in treatment would lead to improper services outcome
and this may lead to the death of patients. Because they have received an inadequate service as
well as the health care worker are overworked so they cannot help for it.

2.3
There are so many obstacles or barrier associated with the HSC in delivering the quality services
in a care home. Barrier produced due to the external environment in front of the NHS trust
influence the hospital in accomplishing the service quality standard. It has been found that the
NHS trust is facing the legal issue. This would affect the image and service quality of the
organization (Taylor, 2018). CQC inspection team has made a warning notice regarding the
quality standard.
The main criteria for maintaining good service quality are choosing the right staff or team
member with having a positive attitude towards services quality. As this is not being adopted by
the NHS trust. Since poor attitude and least interaction among stakeholder may create a barrier
in delivering the quality services in the HSC sectors. To improve the quality standard, the NHS
trust should need to make modification in terms of structure. Proper training is necessary in
order to improve believes, value, staff and ethics (Taylor, 2018).
Another barrier that the NHS trust is facing is an economic condition. The trust is unable to
face the financial condition as they are lacking funds. With the increasing price of services and
treatment procedure, many services seeker were not able to afford it. Many new technologies
and equipment are not optional for the hospital and the service seekers as this would lead to
disturbing the financial support.

LO3
3.1
The different procedure, policies and system have been implemented for various situations in
the HSC sector. In the NHS trust senior nurses and health care professional provide care and
treatment to the service seekers. Nurses also help in assessing the palliative care for those who
are suffering from chronic or long term diseases (Jiménez-Jiménez et al., 2015). Specific
procedure and policies have been incorporated in the NHS trust are maintaining the quality
care and services. The NHS trust could achieve these goals by introducing some policies like
awareness program for better health, disease program, precaution and prevention related to
infectious disease, giving rewards and incentive to a health care professional and staff members
in the HSC organization. This could also be done by performance base data of staff. The policies
are very effective in residential care and social care services because these safeguard equal care
and support for everyone (Jiménez-Jiménez et al., 2015).
There are so many systems, policies and procedure in the HSC setting that are regulated to
improve the services and to accomplish the quality standard. In England, the government has
proposed that everyone has a right to receive the best or right health services in the residential
and social level organization. The main agenda of the organization is to improve the service
quality in various sectors as well as to sustain the standard level of services.
It has been an analysis that the system and policies that have been accepted by the residential
and national wide care sector have a great impact on the HSC organization (Ross, 2017). It may
increase the gratification level of the customers as well as accomplish the quality standard.
Other than this, day by day health and social care organization is refining the services by
analyzing, surveying, and receiving feedback from the patients and staff members.

3.2
The factors that could affect the efficiency of the NHS trust is documentation as well as data
record of the organizations. Additionally, the home care services can be rule out to find the
reward values. In order to provide quality services and proper facilities, there is a need for
proper funding condition (Ross, 2017). The NHS trust is facing a funding problem. However, to
overcome these, the NHS is providing funds to the organization which help in improving and
achieving good quality services. The NHS trust use funding to make innovative changes and to
promote good quality services.
When people expect something from you, you start improving yourself to fulfil the demands for
them. Same things occur in the NHS trust if a huge amount of fun has been invested means
individual wants more quality services with excellence. This intervention automatically helps
the organization towards improvement in achieving quality services and with discipline (Ross,
2017). When dissatisfaction level of patient increases and people start refusing the services and
complaining about the qualities and facilities provided by the NHS trust mass media start
making pressure on the organizations. The force of media will helps to improve the services in
the HSC organization.
The most effective outcome can be obtained when health care professionals work together,
propose new ideas and innovation, learn new things together, gives their opinion regarding
services and practices (Ross, 2017).