Comprehensive Report: Quality Management in Health and Social Care

This report provides a comprehensive overview of quality management within the health and social care sector, focusing on the Royal United Hospital as a case study. It explores diverse stakeholder perspectives on quality, emphasizing the importance of user satisfaction and dignity. The report outlines various strategies for achieving quality, including adherence to standards set by the Care Quality Commission and the implementation of quality management approaches like Total Quality Management and Benchmarking. It also highlights the significance of policies, procedures, resource planning, and the need to address potential barriers such as legal and social policies. The report further evaluates the quality of health and social care services, discussing factors like funding and media influence. The analysis emphasizes the need for continuous evaluation, comparison with other hospitals, and the implementation of patient-centric approaches to enhance overall service quality and effectiveness.

MANAGING QUALITY IN HEALTH
AND SOCIAL CARE

Table of Contents
INTRODUCTION...........................................................................................................................1
PART 1............................................................................................................................................1
a. Different perspective of managing quality in health and social care......................................1
b. Strategies of achieving quality of health and social care........................................................3
PART 2............................................................................................................................................5
a. Eva lute the quality of health and social care services............................................................5
b. Evaluation of systems, polices and procedure in health and social care.................................6
CONCLUSION ...............................................................................................................................7
REFERENCE ..................................................................................................................................8
Books and Journals ....................................................................................................................8

INTRODUCTION
Health and social care is one of the biggest care service provider industry. The main
motto of this is to ensure people a healthy life. Effective quality of health and social care is very
necessary in order to provide the best health care services to their users. So in order to increase
the standard of health and social care, it is essential to improve the effective quality of this
sector. The following principles, guidelines and procedures are needed to followed to improve
the services toward their users. The Royal United Hospital is taken here with the consideration of
different perspective, strategies to improve its quality(De Jongh, Gurol‐Urganci, Allen and .et.al,,
2016). Apart from this evaluation of quality, systems, polices related with health and social care
will be disused here.
PART 1
a. Different perspective of managing quality in health and social care
Social and health care services are connected with various stake holders who have their
own opinion regarding the quality of services. The satisfaction for stakeholders means the quality
of services. The perspective of quality of any service is depended upon the way of thinking, the
experience got by a particular health care. Negative and positive perspectives are created by the
dignity of users that are maintained by giving them good services and respect. It's all about the
user satisfaction with their dignity. The good way of treating them will create a positive
perspective towards the concerning health and social acre(Carayon,Wetterneck, Rivera-
Rodriguez and .et.al., 2014).
Other stakeholders of social and health care are doctors and nurses. Theses are the main
bodies of hospitals who are here to provide treatment and cares to the patients. Their services
towards patients will always encourage their health quality. These professionals have skills to
utilize all the instruments and media through which they can give their best. Professionals are the
closest people to patients and their good behaviours and respect towards them is the main key to
maintain positive perspective of a hospital. So it is necessary to analyse all the prospectives to
enhance the good quality of The Royal United Hospitals.
Apart from this, there are also another stakeholder that is known as Quality Commission
Care whose work is to make difference between the standard and local running health and social
care trusts. Their main perspective to improve the quality of different professional that are
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engaged in health care facilities operations. They look after for the good qualities, services and
the availability of medical facilities within hospitals. The monitoring process of general
physician, surgeons and another doctrinal categories are done to increase the effectiveness of
quality. According to investigation report it was found that the personal and the medical records
are not maintained properly by the nursing staffs of The Royal United Hospitals. The hospital
authority is taking many steps to enhance the quality of this hospital. The Royal United Hospital
is good in beginning, but it starts to decrease its services quality gradually. So it is necessary to
maintain it so a positive user perspective can be maintained(Batterham, Hawkins, Collins,
Buchbinder and.et.al., 2016).
The external agencies or bodies are the regulatory bodies that hold the health and social
care system with their different professional powers. This also include the third parties with
statutory regulations power over NHS Trusts. Theses external agencies follow the inspection
policies to analyse the standard of hospitals. National Confidential Inquiries inspect the patients
that how are they being treated by health paraprofessionals. Apart from this these findings are
transferred to the Board that decide the well or good services of concerning Trusts. Works like
Routine check up, annual maintenance, external audits are undertaken by them. NICE guide line
are followed y them to enhance the good quality practices. The chief Executive officer is
responsible for the process of managing and responding to the external agency, inspections,
accreditation and implementation of laws for the best practices.
National Institute of Clinical Excellence is the eternal body that encourages the guidelines
related with different health issues and try to prevent it.
The poor quality of hospitals are caused due to may reasons. Hospital organisation is a
complex process, the quality of this can not be enhanced by only department. They have to work
together honestly. The poor quality services have changed the temperament of stakeholders.
There are many services for that charges are taken by patients, these poor activities always
damage the perspective of an organisation. The problems are occurred due to lack of opinion and
attitudes toward their works. Bad response of professional like doctors and nurses along with the
management team may result the poor quality. But it's a matter of shame that poor qualities
services are provided by such a big hospital. For example it can be accounted here, the
dehydration records of patients are not maintained properly in The Royal United Hospital. The
records that are maintained show the lack of fluid intake in few of patients. In order to maintain
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the stability in stakeholders the inspection and proper enquiries are needed to be done within
hospitals. Although The Royal United Hospital has been taken to improve the quality of health
and social care(Aveyard, 2014.).
b. Strategies of achieving quality of health and social care
Achieving quality in health and social acre is very important but this is a complex
process. Strategies can not be made by considering only one factor, there are many factors that
are needed to be included in this section like different standards and approaches that are followed
within health and social care management.
Standards are the level of maintaining quality through which the performance of health care is
measured. Having standard is necessary to maintain the effective quality of practices. Bad
quality practices can be reduced and it god practices can be increased by following the standards
of health and care.
Many quality and safety standards have been introduced by Care Quality Commission.
One of the standard that is needed to be followed by hospital management is to keep the record
of patients. Department of Health, Social services and Public safety .2006 has implemented
several standards to reduce the error in health and medical services. Record maintaining comes
to priority so that all personal and medical data of patients can be analysed during their
treatment.
Daily check up data, medicines and diagnosis methods with heir timing, theses all are
needed to maintained by nursing staffs(Nelson and Staggers ,2016). Equipments that are used in
treatment must have all required criteria that matches with standards. Record keeping standard
must match the care quality commission. Apart from this, there are other standard implemented
by Care Quality Commission, 2014. This conveys that the dignity of patients should be
maintained during their treatment process. IT is found during RUH Btah study that in several
hospitals the dignity of patients are not maintained.
Various approaches are needed to be implemented that are very necessary to understand
and evaluate the quality of health care. Quality managements are being formed that are focused
towards the satisfaction of patients.
Total Quality Management is the first management system that are working for the qualities'
enhancement throughout the hospitals. They work on weakness of hospital and try to strengthen
that area. Another approach that may be applied is Benchmarking. This is the way of comparing
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one organisation with another one. Good qualities' and facilities of other hospitals should be
adopted by comparing to each other. It is possible that best and different trends can be
discovered by comparing with other one. But this is only done with the permission of that
particular hospital management. Record maintenance is very helpful in analysing the current
development with respect to past situations of hospital(Heiman and Artiga, 2015,).
Polices and procedures sold be followed that are mentioned under NICE guidelines.
Different policies and procedures are implemented for different situations in health and social
care. As in case of out door accidents and domestic accidents the family members are informed
first. IF there is any emergency surgery operations, the agreement of all responsibilities are get
signed by the family members. Patients is treated with precautions to avoid the future
complications. There must be separate wards and sections for different kinds of patients. The
patients who are suffering from infectious diseases should be admitted in apart sections so that
infections can be prevented by spreading to other one.
Hygienic conditions of hospitals is very essential because lots of waste products are
shorted out from hospitals. Hospital should have proper storage management for wastes products
because they are release very bad and poisonous smell.
Resources planning are the important part of strategy making to enhance the quality of
health and social care. Adequate amount of staffs are very helpful in mainlining the discipline of
hospitals. It would be easy to manage the works. If all the polices and procedures are followed,
hospital can not have to face any legal consequence. Availability of all tools and equipments will
be very useful in diagnosis of diseases. Treatment will be handled easily without wasting of
time.
There are many barriers that produce hindrance in achieving the quality and standard services
for hospital.
Legalisation polices : Many times it is found that most of the organisation are not following the
under line rule and regulations. Due to this reason the quality and image of hospital is get
affected.
Social policies : Every one has rights to get the best treatment and services within hospital but
problems are faced by many people due to lack of staffs setting. Money is one of the big factor
even in this field. It is the common problem of society to take money to make a setting approach
so that treatments and diagnosis could be done in time.
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PART 2
a. Eva lute the quality of health and social care services
The quality and effectiveness of health and asocial care can be enhanced by evaluating
the different polices, procedures that are used in systems. Additional services can be given to the
patients if they are suffering from critical problems. The wheel chair facilities is given by
hospital management of The Royal United Hospital. If there are dementia patient, bracelets must
be engaged into their wrist so that they can not go out of wards.
The accidental cases are informed to family members. Sometimes hospital management
also follow the Escalation procedure that are used in RUH in order to manage the waiting time. If
there is serious problem to patients the waiting time can be managed by other senior staffs and
treatments are given to patients(Goetsch and Davis 2014).
Comparison with other hospitals are also one of the way to evaluate the quality of health and
related services.
There are several factors that influence the achievement of quality of health services.
Funding: Economy support is very necessary to enhance the quality of an organisation. In
hospitals there are need of more facilities and services so the requirement of a big fund is must.
Maintenance of hospital organisation is impossible without a big fund because the services and
products of medical services are costly than the other services. New advanced and updated
diagnosis machine can be only hired if there will be availability of money to hospital
management. Standards are maintained with the help of money. All required facilities are given
to patients if all resources will be available with hospital management.
Apart from this the bad practising of services may cause a bad impact over the hospital
management.
Media: When patients get unsatisfied with the services of hospitals, complaining starts to spread
into market and this causes the lower in quality graph of hospital. Then pressures are created by
RUH so that the quality of hospital management can be increased.
The Royal United Hospitals can implement many ways to improve the quality of health
and social care. The quality of this hospital has been reduced due to many reasons. One of the
big reason is over crowding of patients. Due to this negative impacts are created towards the
quality management of it. First thing that is needed to be done is to increase the number of beds
along with the number of staffs.
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Recruitment of talented staffs can be done so that they can manage the work easily and quickly.
Separate wards must be prepared there so that the relatives of patients can stay there. The
hospital management should hire more number of ambulances to reduce the crowd of patients.
More services can be given to the people by hiring extra number of vans. Better facilities may be
afforded by collaborating with medical board but before this all process and procedures are
needed to be followed by hospital management.
b. Evaluation of systems, polices and procedure in health and social care
In order to evaluate the effectiveness of quality of hospitals, it is necessary to make a
survey of hospitals along with the opinion of patients. The evaluation can be done on the basis of
way of thinking of people. Money is paid to management in return of their services but it s a
matter to evaluate that patients are being given the appropriate services in accordance with
money. Lack of bed, working staffs, discomfort feelings among service providers are included
under the bad facilities of hospital systems.
It is fact that systems must be managed in a proper way with the help of all possible
requirements. External factors are minimized with the help of Care Quality Commission.
Funding is the most important part that can be used to increase the quality of management. The
internal factors like the documentation. Supervision and administrative process. Running of
organisation against legal rules and regulations can cause negative impacts over health care
services. Total Quality Management can be applied to home care because external and internal
factors both can be analysed easily. Evaluating all the procedures along with documents will help
in enhancing the internal quality of hospital. The Royal United Hospitals are in try to manage all
the internal and external factors to maintain a good reputation(Mossialos,, Courtin, Benrimoj and
.et.al.,2015).
Impacts of the users in the evaluation process of The Royal United Hospital. There may
be both positive and negative impacts.
Survey based on users may be different in different respects. Equal easement are done on the
basis of hygiene, safety and efficient environmental condition. It is not always easy to analyse
the quality of health services because sometimes patients are not in comfort zone to say explain
about the experiences they have got during treatment. Patients are the key role who can help in
enhancing the quality of hospitals. Health and social care are totally in vain without patients .
They are the only external factors who get their services and on the basis of their services, the
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positive and negative impacts are calculated. Patients are mainly impressed by the respect what
they get during their treatment. This makes them feel like that they have also their own dignity
even after being disable. The Royal United Hospital do not have too much good experiences with
the survey of patients because more crowds are occurred in that hospital and there are no proper
arrangement so that patients can take their seats(Posavac, 2015.).
` Not maintaining records of patients create a negative impact of users over hospital
management. Customers have to diagnose the disease again and again within few days of
interval because hospital management do not maintain the medical reports of patients. This result
in more money expenditure for patients when ever they go to meet doctors. The assessment and
evaluation with customers, rules and regulations, it I clear to the Royal United Hospital is that all
the small issues related with health and social care must be resolved by it. It should also take a
step to spread awareness program to enhance the hospital services so that patients can get their
satisfactory result within health and social care.
CONCLUSION
It is concluded that Health and social care are the most demanding services of people.
There are many medical facilities that re not properly provided to patients. Patients are made fool
on the behalf of treatment. To improve the quality of medical services, all the standards are
needed to be followed honestly(Westwood King,and Bailey, 2015). There is need to make a
smooth communication between patients and medical professionals. Here, all perspectives of
health and social care along with the external and internal factors have been discussed. Apart
from this, how the poor quality of hospital can be enhanced by using different strategies have
also been described. Last but not the least Importance of users in analysing the quality of health
and social care have been mentioned.
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REFERENCE
Books and Journals
Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide.
McGraw-Hill Education (UK).
Batterham, R. W., Hawkins, M., Collins, P .A., Buchbinder, R. and.et.al, 2016. Health literacy:
applying current concepts to improve health services and reduce health
inequalities. Public Health, 132, pp.3-12.
Carayon, P., Wetterneck, T. B., Rivera-Rodriguez, A. and .et.al, 2014. Human factors systems
approach to healthcare quality and patient safety. Applied ergonomics. 45(1). pp.14-25.
De Jongh, T. E., Gurol‐Urganci, I., Allen, E., and .et.al,, 2016. Barriers and enablers to
integrating maternal and child health services to antenatal care in low and middle income
countries. BJOG: An International Journal of Obstetrics & Gynaecology. 123(4). pp.549-
557.
Glasby, J., 2017. Understanding health and social care. Policy Press.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Heiman, H. J. and Artiga, S., 2015. Beyond health care: the role of social determinants in
promoting health and health equity. Health. 20(10). pp.1-10.
Mossialos, E., Courtin, E., Naci, H., Benrimoj, S. and .et.al.,, 2015. From “retailers” to health
care providers: transforming the role of community pharmacists in chronic disease
management. Health Policy.119(5). pp.628-639.
Nelson, R. and Staggers, N., 2016. Health Informatics-E-Book: An Interprofessional Approach.
Elsevier Health Sciences.
Posavac, E. J., 2015. Program evaluation: Methods and case studies. Routledge.
Westwood, S., King, A and Bailey., 2015. Good practice in health and social care provision for
LGBT older people in the UK. Lesbian, Gay, Bisexual and Trans Health Inequalities:
International Perspectives in Social Work. Policy Press, Bristol, pp.145-158.
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