Report: Managing Quality, Diversity, and Inclusion in Care Settings

This report, intended for students and available on Desklib, provides a detailed analysis of quality management within care environments, specifically focusing on the Abipon Care Home. It examines the importance of adhering to legislative and statutory requirements, such as the Health and Safety at Work Act 1974 and the Health and Social Care Act 2008, and their impact on measuring and monitoring care quality. The report also emphasizes the significance of promoting diversity, inclusion, and inclusive practices to ensure equal treatment and respect for all service users, addressing issues of discrimination. Furthermore, it explores the importance of protecting service users and reviews working practices to identify areas for improvement. The report includes a plan for quality improvement within a care setting and discusses potential barriers to implementation, offering valuable insights into enhancing the overall quality of care provided.

Managing Quality in Care
Environment

TABLE OF CONTENT
Introduction......................................................................................................................................1
PART A...........................................................................................................................................1
P1 different legislative and statutory requirements are considered in measuring and monitoring
quality in health and social care with theories.............................................................................1
P2 importance of promoting diversity and differences and inclusive practices..........................3
P3 importance of protecting different services users for improving quality...............................5
P4 review of the aspect of working practices in order to identify improvements which can be
made in the level of quality.........................................................................................................6
P5 the aspect selected requires improvement using range of various sources of information....8
PART B...........................................................................................................................................9
P6 plan for relevant quality improvement in own work setting..................................................9
P7 Discuss potential or actual barriers to completing the quality improvement initiative........11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

Introduction
Managing quality in everything is very necessary and especially when it comes to care. In
healthcare quality plays vital role. As good quality of medication and care will help patients to
recover fast. Care and quality have direct connection with each other. Abipon Care Home
provides good quality of home care services to the individuals. Home care services also provide
safety and security to individuals and make the management smooth so that effective medical
facilities can be provided.
This report will discuss different legislative and statutory requirements which helps in
measuring and monitoring quality in health and social care. Importance of promoting diversity
and inclusive practices in care setting will also discuss. Further it will analyse importance of
protecting different service users and review of working practices in own settings. It will also
discuss aspect of selected require improvements and providing plan for relevant quality and also
evaluate potential barriers to quality improvements.
PART A
P1 different legislative and statutory requirements are considered in measuring and monitoring
quality in health and social care with theories.
Rules and regulations should be followed by health care workers as safety is completely
dependent on them. Rules can be made by both parties whether rules can be made by employer
or government can also make rules. Hospitals and care service provider have their own set rules
and policies and these institutions also follows the rules which is formed by the legal authority.
The health and safety at work act 1974:
This is the very important act and it guides related to the health and safety laws. It gives benefits
to the employer and employees at the workplace (Price and et.al., 2019). Employer should have
important policies at the workplace. They should be related to health and safety so that all the
employees should follow it. This care home also have policies which are related to fire policy,
waste policy and lifting policy etc. When carrying and managing care service organisation there
are certain things which they have to do in terms of law.
The legislation can be used by the company in terms of guidance. This act is important as they
are health workers so safety starts with them. Employees should get healthy working
environment so that they become motivated to work. While safety policies should be properly
followed by the care workers when they are handling their clients. Home service organisation
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also have fire policy so that in case of any miss happening compensation will be provided by the
organisation to their employees. In case of hazardous waste if any harm is caused to the staff
then they will get compensation under waste policy.
Health and social care act 2008:
It is other important act. This act has made care quality commission (CQC) the regulator to the
health and social care services. Organisation should aware of all such provisions and also should
implement it in the organisation. company should see quality and safety from the eyes of people
who are using services and give priority to them (Hanada and Kudou 2018). Health care workers
should aware of all the policies which is implemented by their organisation. Legal awareness
plays important role in order to take care of the safety of their patients and also employees. This
act has importance as it plays society at first place.
Health and social care workers should have used the approach which match the standards.
Organisation make objectives for the health care settings. Planning is required in order to
implement the quality. There should be laws and policies for this. Government should also
bound health care service provider to follow the rules and laws. Legal authority should carry on
audit in order to check that quality in terms of care is being provided by them or not. At regular
time period measuring and monitoring should be done.
Effective communication can be helpful in implementing good quality. Workers should
share proper information with each other and when the shift of the worker gets finished than
effectively work must be hand over to other workers. Care service organisation should also have
set some standards and that should have becomes the objective. Health and social care should
have performance indictors in order to measure the performance. That is why it is important to
have legislation. In the standard based approach, quality is important for health and social care
organisation against the pre determined standards. If organisation will follow such standards then
they will reach towards quality (Johnston and et.al., 2018). Although the concept of quality in
today’s world has changed. In the earlier time quantity was measure to see that standards are met
while in today’s time quality is considered important so health care institution must have provide
good quality of services.
Social cognitive theory:
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This theory shows the impact of the individual experience, actions and also the environment
elements on the individual behaviour in terms of health. This theory gives the chance for social
support via self efficacy or using learning in order to obtain behaviour change.
Measuring and monitoring quality of practice have impact on the ways of working in care
settings:
When the quality of practice is measure and monitored than it has great impact on the working.
As the health and social workers will think that someone is always there who is monitoring them.
So they have to deliver good quality of services to the patients. Monitoring the performance also
provide the scope for the improvement.
P2 importance of promoting diversity and differences and inclusive practices.
Diversity:
Diversity means something different or varied. In UK people are different in many terms.
Like people will be found who have different backgrounds, different values or beliefs, practice
different ethics and different interests.
Inclusion:
When the person is included and they get better quality of life as compare to what they have
expected. Inclusion means when each and every individual gets equal chance for the
participation so that to be in the team (Willis and et.al., 2018). So that they can also participate in
the activities.
Inclusive practice promotes and facilitate equality and favour diversity so that people can
get better quality of life (The Importance of Diversity in Healthcare & How to Promote It.,
2020). To promote diversity in order to make sure that individual should be treated equally and
individual should not be excluded so that differences can be valued and full potential is achieved
of personal wants. It can be said that diversity and equality are very important in the health and
social care. Good diversity practice ensures that people are getting fair services and also services
are easily accessible to everyone. They make sure that all individuals should be treated equally
and people should get the respect which they deserve.
Equality and diversity cannot be said as the bonus advantage for health and social care setting
but as considered as the integral part. Diversity is the very important part of the care setting. As
patients should be important to the care organisation. workers should make sure that all the needs
of the people are met and they are getting equal chance to take services. It can be seen that adults
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require more such kinds of services, it can be because of disability, illness or more age, that is
why they are not able to take care of themselves. Along with diversity, equality should also be
promoted at the workplace in order to prevent the discrimination. It is possible that care setting
are discriminating amongst the patients in regards of adults in terms of age, health, disability, so
management must be aware of such things so that they can remove such barriers (Backman and
et.al., 2018).
Inclusive practice is also important because it comes with approaches which help to make sure
that individuals must not feel isolated. This can be achieved when the difference amongst the
individuals will be respected and being valued. Inclusive practice also provide understanding in
order to understand discrimination and also solve discrimination in the positive manner when
ever it occurs in the organisation. that is why inclusive practice promotes equality and diversity
because it treats everyone equally and value their differences. It can be also said that diversity
means difference which can be in terms of age, gender, background, value, beliefs, gender etc. It
should not be matter that what is the differences is. As care setting should always treat people as
individual and not prefer people who belong to certain group. Especially health care workers
should make sure that everyone is getting respect.
It is wrong when people are discriminated because of certain group they belong and completely
ignoring their needs and requirements. Equality and diversity is the rule which should be applied
to every stage of the life but it is very important for health and social care where individual
require care (Neuhuettler, Ganz and Liu, 2017). As per the research elder people are increasing
everyday and they require extra care. As the health care services are the services which will be
needed by everyone in some point of life. So that is why it is said that person of any background
should get equal chance for the treatment and must treated with respect. Elder people have
special needs and they can belong to different backgrounds require help at some stage of life so
that their rights should be safe and legislation protected. For promoting diversity and inclusive
practice, company should form policy in regards to that and make sure that there staff is aware of
that.
Requirements of stakeholders needs in working to improve quality in care setting
Stakeholders are involved and influenced by the action. Stakeholder involves patients also and
they are the end user of the health care services (Ferrell and et.al., 2018). The interest of care
setting and health care providers represent government bodies and labour unions. In order to
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understand the quality, staff perspective is important, quality will provide the same results but
thought of care workers and patients may vary. Quality means to meet the service requirements
of the patients. Stakeholders may include agencies which involve care quality commission, local
authorities, professionals, support workers etc.
Involvement of service users, families and community in quality improvement
When it is called about health care services, service users and their involvement is very
important. Everybody expects that they get good quality of services, as getting quality of services
is also the right of them. Community also force care organisation to provide good quality of
services to the people. Their constant involvement pressurise health care organisation to serve
with goof quality services.
P3 importance of protecting different services users for improving quality
This is the technology world which evolves timely and in the medical field it can be seen
that they are also reaching on the peak of advances. But when it comes to safety of patients,
their needs and quality management some of the health care system compromises on that. Many
times physician uses traditional technique to treat the patients whereas medical field has become
so advanced and reliable that doctors should use cost effective quality improvement healthcare
systems. Quality improvement means to guarantee the safety and efficiency (Kruschke, 2018).
So healthcare system should be redesigned and brings tools and techniques which can assist for
the improvement. The involvement of service users in the healthcare system and quality
improvement has become wide (CHALOUF, 2021).
This has bring change in the quality and quality after service user involvement in the
improvement activity in UK. To protect different service users is important because they are the
people who uses services so for that quality compromization must not be allowed. Although it is
seen that there are many cases of good leadership, clinical practice, teamwork and care. This
shows that care system is concerned about their service users. Promotion is important because
when service users will force service providers than quality will definitely improved in care
setting. It is important of constant support of the patient groups and movements in improving
healthcare quality. As patient group can start wide social movement which can protest against
poor standards of care. Different users of the care setting should have information regarding the
benefits of the services. Patients are concerned about that the treatment which they have received
should work.
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Nowadays healthcare technology is so advanced that they are efficient in providing good
quality of services (Baguma and Uchejeso, 2020). Users have right to see the efficacy of
treatments for patients of future generation. As care setting is the customer service industry. Care
service organisation survive only because of the good quality of services provided by them and
healthy interactions between patients and staff. Care setting should not treat patients as their
targeted audience as they are not the customers from whom revenue can be generated. Care
setting should provide good customer setting by taking care of the patients. Quality of services
are important to deliver if the healthcare organisation wanted to survive long term and for that
they have to build good relations with patients and also interact with them timely.
Service users which include family and friends basically normal public which uses health
services, quality plays important role for them. Care home plays vital role in the life of elderly
people. The safety and good quality of services is very much required when it comes to elder
well being. It is also said that it is also the responsibility of local authority to safeguard the
interest of people. Safeguarding problems mainly arise in services which gives poor quality of
healthcare services. As the world is evolving and technology also. In the medical science we had
seen many advance changes but when talking about patients their basic needs are safety, system
and good quality (Shore, 2019).
Quality improvement is required so that patients can receive good quality of services.
Quality improvement does not only protect the interest of users but also gives an good approach
to the healthcare organisations which sees, analyse and improvise the quality in the healthcare.
Healthcare organisation must have to keep check and should have regularly make improvements
in the healthcare system. When talking about quality it is concerned with services which is
provided by the health care organisation, patient satisfaction and efficiency. Healthcare
companies should have brought such policies which facilitate quality improvement so that
effective performance can be achieved. To protect the interest of users and achieve success,
healthcare organisation should monitor their delivery system and not let go any issue.
P4 review of the aspect of working practices in order to identify improvements which can be
made in the level of quality.
The area in the healthcare system where improvements is required is in medication
management.
Medication management:
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It is the services which helps people in order to manage the medications so that they timely take
it and can avoid the risk of incorrect medication services (Maidment and et.al., 2020).
Medication services put impact on the complete healthcare costs and also on the wellbeing. Their
should be medical personnel which helps service users so that they manage medications which
contributes in improving the quality of the life. Medication management services helps in
improving patients healthcare goals. It also helps in decreasing side effects of the medications. It
is also important to have complete medication education. So that people can take their
medication correctly. Individuals should have know that what is the purpose of this medication
which they are taking and also its possible side effects which can occur.
They should have also aware about that how side effects have to be responded. Patients should
know that basic understanding so that they take their own care. That is why education plays
important role here, patients should have knowledge about their medication. Clinics should have
help patients in many ways like diagnosing conditions, providing necessary treatments and
essential services etc. as above it is also discussed that individual plays vital role so they should
have understand information related to health services so that they can take effective health
decisions. So service provides should help in increasing the literacy among people related to
health. Cost is one of the main reasons that why people are not taking proper medication.
Financial problems often lead to delay or ignore taking regular medication (Funk and et.al.,
2019). It can be dangerous if not taken regular medication. So medication should be take as per
advices by the doctors. So care providers should have discuss finances with their patients and
also educate them that how financial assistance can be taken.
They should have give affordable medication to the patients and ignore giving unnecessary
medication which are of no use. Another issue which patients goes through is not able to
understand the prescriptions properly. They does not understand the medicine name and
sometimes they do not have complete knowledge of when medicine has to be taken. Some
people take medicine at wrong time so that can give side effects also. Individual should have
know that why they are taking medication, why it is important, its side effects and how much
time will the medication will take to work. Service providers should discuss the importance of
medication and also its qualities with the patients. Fear is also the reason which turn off patients
to take medication. Some individuals does not like to take medicines and some have fear with
injections, so care workers should talk to such patients and make them aware the consequences
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of not taking proper medication. While in the medication management, patients should have
brought their prescriptions with them daily or if not possible or they forget than they can take
photo of the prescription. While giving appointments to patients service providers should give
complete information to service takers to bring all necessary things with them. Another
important thing in the medication management is the medication errors. As in the healthcare
system, medical error is common. Nurses work continuously so that they can make sure that no
error can be made while giving the medication (Kretchy, Asiedu-Danso and Kretchy, 2021). As
medication is important in individual’s life so error in this cannot be tolerated. Medication
management should have introduced the culture of safety so that medical errors can be reduced.
Nurse staff are on higher risk to perform error so they should be very careful. Medication
management is the concern of hospitals. Issues comes with designing and implementation can
result in problematic outcomes with patients. Healthcare systems should adopt for performance
improvements.
P5 the aspect selected requires improvement using range of various sources of information.
The reason behind the selection of medication management is as this is important part of the
care strategy which is provided to every individual as medication can give both effects which can
be negative as well as positive on patients which dependents on many elements and is not easy
for patients to understand that (The Importance of Medication Management., 2020). While in the
medication management experts takes the time to analyse so that can check the patient’s
conditions and symptoms. This issue is selected because although the doctors give proper
medication so that health outcomes can be achieved but instead for that patients can feel health
problems or other side effects. This will happen because if the patients will not take medication
properly. Some elder people mould medication according to them.
Example doctors has prescribed them to take three medicines but they end up taking one
only. Many patients does this just to save money but this not the right practice. As medication
must be take as per doctors advice and not modification has to be made accordingly. Some
patients also have the habit to change doctors frequently. Various doctors have different
specialities and also they does not any communication within each other. So they can prescribe
medications to the patients which can deliver negative results into them. So medication
management is the only technique through which this can be prevented. It is also said that if
patients feels positive health outcomes or feels decline in the health than that may be the result of
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no proper medication and they require medication management. Doctors also prescribe some of
the patients to change their schedule of taking medications. As taking right medicines is not only
essential but taking medication at the right time is also very important. So that is why
improvement is required in the area of medication management so that people will not face any
health issues or health issues can be reduced. Although solution to this issue is obvious.
As doctors can adjust their medicines or patients have to make schedule so that they take
dosage at right time. Those healthcare professionals who have better knowledge and experience
does medication management at daily basis than the patients medicines and their actual health
can be evaluated. Then patients will get positive results which matched with the desired results
which patient wanted to achieve (Hobson, 2019). So importance of medication management
should not be neglected especially when elder people are providing care. As there are medicines
which will show amazing results on different patients. As every patient is different and so its
physiology so medications can give surprising results which will show the physiological
difference. Id caregives and family notice any change in the patient’s status or in their mood or
have observed any unwanted symptoms that has came after new prescription, then this can occur
due to negative drug interaction or any medicinal side effects.
So do not wait for any more side effects and it is best that to develop effective medication
management before any additional symptoms gets developed. The aspect which is selected is
required improvement because medication management is the important topic in itself so making
improvement into this will be helpful in improving the health of the patients. Health is superior
no adjustment can be made when it comes to health and via proper medication management,
patients can be recovered. It is often seen that patients does not feel well even after giving
medication this happens because they does not take proper medication. So here medication
management is required. There are such patients also which take multiple medications so for that
it is important to manage dosing schedule which is easy to follow. Health care givers can also
use some tools through which they can give proper medication to the patients (McColl-Kennedy
and et.al., 2017). The tool will also help in eliminating wrong medications. Giving wrong
medications to the patients can lead to bad outcomes or sometime patients can even lose his or
her because of taking wrong medications. Elderly people struggle to manage their medication
properly. So to them medication management will them to do so.
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PART B
P6 plan for relevant quality improvement in own work setting.
To implement the plan for quality improvement initiative in the work setting following
steps needs to be followed.
Establish improvement goals
Smart objectives
Specific: The residential care home need to start some new activity that can help the service
users to develop and grow at their own time so that the potential of the workers are maximized in
the emotional, intellectual, physical, social and spiritual fields.
Measurable: The goal need to be achieved in three months and will be starting from the end of
the month.
Achievable: The children, adults and the elderly units’ needs to feel like they are at their home
and can share anything with the staff. This will help the doctors to proceed in their treatment
(Wells and et.al, 2018).
Realistic: The current situation of the care home is good but the service users can be involved in
the treatment process by connecting with them and understanding them more.
Time-bound: They staff have to reach this goal in three months and the staff will be divided into
three groups for each age group people in the care home.
Identify possible strategies
 The staff member can talk with the people in the care home to make them feel
comfortable and ask if they want anything that can bring more comfort to them.
 The divided team of staff can give their feedback from the conversation they had with the
people in the care home to help set strategies.
 The benchmark practices can be identified in the health care.
 The families of the patients can be involved in the process to take some knowledge about
the patients are the care homes.
Choose specific interventions to implement
Some factors need to be considered while choosing the intervention for implementation:
Compatibility with the organization and local culture: The patients at the care homes can be
served with beverages at the care home as they prefer (Kim, Speed and Macaulay, 2019). The
patients can be greeted with warm and friendly gesture.
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Technical merit: The employee and the patients are provided with the advantages for becoming
more efficient while working. The patients can help the workers to know more about their
situation and what they are feeling. The satisfaction level of the patients at the care home can be
increased along with pursuing the earlier practices.
Fit with the problem: The strategies are planned in accordance to meet the needs of the patients
specifically and they had to address that way. The team made for the outcome need to seek the
objectives of the plan.
Selecting measures to monitor the progress
The staff members after completing the first month following the plan can look for the
indicators that can help to give the outcome of the progress. This can be done by keeping track of
the patients and the progress they are making. If the patients are responding positivity to the plan
then the plan can be continued for the other two months. If the patients are not responding
positively to the plan then the plan need to revised and changed according to the needs.
Communicate with the staff for the requirements they think is leaving. Any kind of gap can be
detected and resolved.
Test and refine actions
Small actions can be taken to check the results from them. This will help the staff to
measure the problems that are arising. The failure to any action will have low risk.
Act
The plans can be implemented when there is no risk attached to it. After the completion
of the time specified for achieving the plan is over, the staff and team can be involved to make
further plans for the long term (Gillespie‐Marthaler and et.al, 2019). The measurement need to
be taken time to time to achieve the objectives and aims of the care home. The staff can see the
improvement due to the intervention implemented.
This will help to know what is working for the patients and what needs to be changed.
Following the process with regular measurement will help the team to achieve the goals in the
given time period. This short goal will help the care home to achieve the long term goals.
P7 Discuss potential or actual barriers to completing the quality improvement initiative
There are various kinds of barriers that can be faced by manager of Abipon Care Home in
completing the quality improvement initiative:
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Managing change is one of the main barrier because mostly whenever a change is brought
within an organization even quality improvement initiative it is mostly resisted by employees.
They do not want to accept change and bring changes within their work or performance as per
the changes. Due to this management of change becomes difficult. It is one of the main barrier
that can be faced by Abipon Care Home in completing quality improvement initiative. Managing
and monitoring staff members in home care environment is another barrier in completing quality
improvement initiative of Abipon Care Home. It is another barrier that can impact completion of
quality improvement initiative because management and monitoring of staff members working
within Abipon Care Home is itself a task in order to check whether they are following
guidelines, quality standards. Manager need to ensure that all the staff members are following
standard quality guidelines, following guidelines etc. other wise implementation and completion
of quality initiative can become difficult.
There are many other barriers can impact completion of quality improvement initiatives.
Some of these are external barriers such as social policy, legislation, inter-agency interaction etc.
if social polices do not support new quality improvement initiatives, then these social policies
can work as a barrier for manager of Abipon Care Home. Inter-agency interactions are another
kind of barriers because health and social care organizations have collaboration with various
inter-agencies and many of them fund these healthcare organization so that they can provide high
quality services to patients. Before introducing any kind of quality improvement initiative it is
important to interact with various inter-agencies and if there is a need to collaborate with one of
those organizations then it should be done in order to reduce barriers in implementing this
quality improvement initiative. Lack of availability of required resources is another barrier that
can affect completing the quality improvement initiative. This is because for successfully
completing this initiative it is important to identify required resources that will be used for
implementation of this quality initiative. Lack of resources is one of the most important barrier
that can impact completion of this initiative.
CONCLUSION
From the above report it has been summarized that it is extremely important for health
and social care organizations to strive for excellence in terms of provision of health and social
care services. for that it is extremely important for those organizations to focus upon continuous
improvement to safety, wellbeing and satisfaction of patients or service users. It has further been
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summarized that before focusing upon initiating continuous improvement programs it is
extremely important to access impact legislation and policy upon improvement initiative taken
by organization because it can impact success or failure of improvement initiative taken by
organization. These legislation can impact overall quality of practice in a health and social care.
Bringing improvement within services provided by health and social care settings can impact
different individuals in both positive and negative manner. So, before focusing upon initiating
quality improvement initiatives it is important to analyse impact that improving quality upon
different individuals in a care setting. It has further been concluded that in order to implement
quality improvement initiative it is important for organizations to focus upon exploring quality
improvement requirements in a care setting because lack of availability of resources can impact
successful completion of initiative and after exploring these requirements proper plan for
bringing improvement to quality should be developed for its successful completion.
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