This report, focusing on quality management in health and social care, begins by exploring the diverse perspectives of stakeholders, including government agencies, employees, investors, and customers, within the context of Royal Papworth Hospital. It then analyzes the role of external agencies like the CQC and NICE in setting and enforcing standards, emphasizing their impact on patient care and safety. The report assesses the consequences of poor service quality on stakeholders, highlighting the negative effects on staff, customers, and investors. Furthermore, it examines existing standards for measuring quality, evaluates different approaches to implementing quality systems, and identifies potential barriers to delivering quality services. The report also evaluates the effectiveness of systems, policies, and procedures used in a health and social care setting, analyzes factors influencing quality achievement, and suggests improvements. Finally, it assesses methods for evaluating service quality from both external and internal perspectives and discusses the impact of user involvement on service quality.