BTEC HND Health & Social Care: Managing Quality Report Analysis

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.

Managing quality in
health and social care

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
Explain the perspectives that stakeholders in health and social care have regarding quality 3
Analyse the role of external agencies in setting standards ....................................................4
Assess the impact of poor service quality on health and social care stakeholders ................5
TASK 2 ...........................................................................................................................................7
Explain the standards that exist in health and social care for measuring quality ..................7
Evaluate different approaches to implementing quality systems ..........................................7
Analyse potential barriers to delivery of quality health and social care services ..................8
TASK 3 ...........................................................................................................................................9
Evaluate the effectiveness of systems, policies and procedures used in a health and social care
setting in achieving quality in the service offered .................................................................9
Analyse the factors that influence the achievement of quality in the health and social care
service...................................................................................................................................10
Suggest ways in which the health and social care service could improve its quality .........11
TASK 4 .........................................................................................................................................11
Evaluate the methods for evaluating health and social care service quality with regards to
external and internal perspectives .......................................................................................11
Discuss the impact that involving users of services in the evaluation process has on service
quality...................................................................................................................................12
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Health and social care is industry which provides medical facilities and services to people
buy solving their health issues and problems. The main objective of health and social care
organisations is to maintain health of individuals. There are various methods for diagnosing and
treating of diseases which are used by health practitioners. This consists of criterion for working
with a team of health professionals including pathologist, nurses, specialists, surgeon,
diagnostics, etc. It is essential for medical practitioners to provide quality services to their
patients as need of quality is priority of this sector. If there is any mistake or error in operations
of medical practitioner then it can lead to severe complications (Horton, and Farnham, eds.,
2015). The following report consist of health organisation naming Royal Papworth Hospital
which is a leading and lung and heart hospital situated in Cambridge Biomedical campus,
England. This was founded in the year 1918. This provides various facilities to people by giving
medical aid to them. This hospital has around 300 beds with speciality in cardiothoracic hospital.
The following report discusses about perspective of stakeholder regarding quality and role of
external agencies for setting standards. This report consists of existing standards for measuring
quality and potential barriers for delivering quality healthcare services. The effectiveness of
policies, systems and procedures influence quality in health and social care services is also
discussed.
TASK 1
Explain the perspectives that stakeholders in health and social care have regarding quality
In organisation stakeholders are essential role for the growth of business. To attain the
objective of business it is necessary to set a goals and objectives. More over in context to health
& social care which need to boost up for the quality which can improve patient and providing
them healthy environment. Additional to it the stakeholder in the organisation includes certain
things that are staff members, investors, customer and even government agencies which can
enhance the growth and quality of hospital which can enhance patients betterment health. In
context to Royal Papworth Hospital, there are different stakeholders which regard to better
quality and health & social care which are been discussed below:-

Government agencies – There are certain external factor which has set certain
parameters which is been conducted in hospitals to deliver the best facility to people who will
visit the clinic. The agencies which are working for betterment of quality some of them are
(CQC) Care Quality Commission and NICE these are helpful health care which aid the
organisation to achieve facility which can aid the organisation to work in a effective way. The
external agencies are working hard to focus on the quality in a attractive manner (Giddens,
2013). In context to Royal Papworth Hospital, these agencies are guiding and this clinic to
improve quality so that patients feel safe and healthy. However, the outcome of this will growth
of the service sector.
Employees – Employees of organisation is the keystone which can improve in service as
well establish a relation between clients. Workers they are a meaningful for the company which
can put improvement in increasing quality by providing the best service to patients and attaining
six people in better way. In reference to Royal Papworth Hospital they are focusing on the
production process so that quality will automatically will increase
Investors – To increase the profit investor who play major role to gain targets of
business. There are certain techniques which medical filed is using to gain the profitability.
Investor conducting the best role in improving stand of living in a effective manner. In context
to Royal Papworth Hospital, the investors are investing their sum amounts for increasing the
effectiveness of the clinic so that improvement can be done.
Customers – Clinic can only be ruined by efficient customer, the management of the
hospital is major focus on the customer growth which aid to fulfil their needs and requirements
on time. Clients who are visiting the hospitals they are customer for the hospital. The clients their
feedback and suggestions should be considered so that improvement can be made on time
(Doherty, Horne, and Wootton, 2014). In context to the hospitality sector the quality which is
provided by the organisation should be best and better quality so that they can build long relation
with clinic and also with staff members in the hospital. As Royal Papworth Hospital feedback
should be considered by the management team of the hospital through which improvement in
quality can be made and which will aid to grow the organisation in smooth.
Analyse the role of external agencies in setting standards
There is a very essential role of external agencies in setting standards for health and
social care organisations. These standards are important for performing operations of medical

practitioners in an appropriate manner. This consists of different instructions and guidelines that
are adopted by health care organisations. These standards helps in making effective decisions
and delivering proper treatment to people. Standards are essential for reducing risks of ant
medical mistake or drug error while doing any clinical practise of a person. In context of Royal
Papworth Hospital, there are different medical practitioners who work in this organisation such
as doctors, nurses, pathologists, surgeons, psychiatrist, etc. All these medical specialists have to
adopt different standards and measures for providing effective treatment to people. There are
following standards followed by Royal Papworth Hospital in providing quality services to
patients. It is important for medical professionals to deliver person centred care by maintaining
respect and dignity of the person. This health care organisation prefer informed consent and
gives information of patient on clinical practise before implementation of care plan. Moreover,
care professionals have the responsibility for protecting patients from any neglect, abuse or
harm. It is important for individuals to maintain safety and cleanliness of person by giving
healthy and quality food and water to patients. Some other standards for providing quality
service to patient which includes clean premises, complaints, good governance, staffing, fit &
proper staff, duty of candour and display of ratings (Moser, and Kalton, 2017). These standards
are adopted by Royal Papworth Hospital to deliver appropriate facilities for achieving better
patient outcomes.
There is an important role of external agencies like CQC and NICE in functioning of
Royal Papworth Hospital. This provides proper implementation of standards in hospital in care
and facilities of patients. These external agencies have the responsibility for determining threat
of practises and these give information to management of hospital. This helps in providing an
effective method for resolving such issues. This helps in improving quality and standard of
medical facilities provided to patients. The external agencies are responsible for performing their
job role effectively. Negative feedbacks of patients is analysed and nature and behaviour of
medical practitioners is assessed by these external agencies. This helps in evaluating
effectiveness of clinical procedures. NICE and CQC have the authority to claim penalty on
health organisation if complaint of patient are not taken seriously by care professionals. If any
healthcare organisation does not follow standards and procedures while working then external
agencies can cancel licence of medical practitioners or whole organisation.

Assess the impact of poor service quality on health and social care stakeholders
In a health care organisation it is important to ensure that there should be no poor service
quality. If there is a poor service quality in an health care organisation then it can lead to
reduction in good will and profitability of the organisation (Stevens, 2017). This can also
increase value of the health organisation in society. The stakeholders of the healthcare
organisation consists of customers, investors, members and benefit of these people depends upon
profitability and growth of the organisation. This is evaluated that if business is lost then it has
negative impact on rate of return of stakeholders of the company. If poor services are given by
Royal Papworth Hospital then it will negatively impact the business of this health organisation.
The negative impact on health organisation is listed below-
Staff members - These are individuals who are hired by the organisation for working and
achieving goals and objectives of the company. If poor services are given by health organisation
then it decreases overall profitability and profit share of the organisation. If company will not
earn money and profit then it is not easy for it top provide impressive bonus and incentives to
employees. This will reduce level of satisfaction of employees and thus they will not be able to
perform effectively in the company. If Royal Papworth Hotel will not provide bonuses and
incentives to employees then this is not favourable for better future of organisation.
Customers – The customers of health organisation are those people who visit health
organisations for treatment and medication. Customers or patients are those people who are
badly affected by the profit of the organisation. In context of Royal Papworth Hospital, it is
important that organisation must be profitable and has good image in front of society (Sampson,
2017). This will increase the number of patients and customers. If there are improper care
facilities in the organisation then this leads to medical complexities or bad medical condition of
the person or at worst stage it leads to death. The medical practitioners of Royal Papworth
Hospital provide appropriate quality of clinical procedures for giving appropriate treatment to
patients.
Investors - These are individuals who are responsible for providing funds and money for
conducting operations and activities of health care organisations. The investors take some
amount of profit earned by the organisation. Those organisations which are making good money
and profits are preferred by investors as they will get good profits from such kind of
organisation.

TASK 2
Explain the standards that exist in health and social care for measuring quality
There is a standard or code of practise followed by organisation that helps in better flow
of operations. The health care organisations must formulate values and ethical procedures for
working as this will bound medical practitioners to work in an appropriate manner (Hong, and
et. al., 2013). Employees of Royal Papworth Hospital work according to values by formulating
diverse strategies of code of practice. This consists of comparison of working standards with
actual efforts which are made by medical and clinical professionals which will help in
identification of gap. Moreover, there is determination of issues associated with health care
services in order to improve quality of medication facility. There are various measures adopted
by The Royal Papworth Hospital which consists of various formulation of guidelines as a
performance indicators, best practise, code of practise, etc. There are some minimal standards
including appropriate procedures and planning for achieving desired results. Moreover it is better
to provide better treatment to cancer patients. There are effectual practices that consists of
chemotherapies of cancer which helps in preventing from these diseases (Glasby, and
Dickinson, 2014). The Royal papworth Hospital can use peculiar practices which are satisfied by
usage of legal and ethical norms because they help in furnishing accurate direction for gaining
enhancement of outcomes of treatment procedures. These regulations and rules will help in
evading of pathways for inclusive that are needed by a person which is relevant for long term
benefits for improving reputation of people and external agencies.
Evaluate different approaches to implementing quality systems
The medical care institutions have formulated various policies that are applied for quality
systems in order to provide efficacious treatment to patients. It is not easy to make use of
practices for having maximal output from them and providing help in curing various diseases of
people (Ball, Grubnic, and Birchall, 2014). It is required that there should be proper and strong
planning and monitoring and latest equipments and techniques are used for improving results in
chemotherapies, surgeries, etc. There are following steps considered in Royal papworth Hospital
listed below -

Planning: This includes criteria for establishing a new plan of action and treating cancer
in an effective manner. It is not easy for The Royal Papworth Hospital to use technologies in an
appropriate manner. This hospital must have effective strategies for executing and implementing
quality services to people. For an instance chemotherapies can be done through utilisation of
technologies for reduction of cancerous cells within tissues.
Staff training: There must be proper training provided to staff and employees of The
Royal Papworth Hospital for providing quality services to patients. This can be done by making
a proper plan for meeting desired standards while working (Chelladurai, 2014.). It is important
for The Royal Papworth Hospital to provide effective trainings to staff members and increasing
their skills and abilities. It is crucial for having effectual use of policies, standards and
procedures to ensure that patient is treated appropriately.
Communication: Communication is an important aspect in each and every organisation.
There must be proper flow of communication in order to ensure all activities and operations are
done in an effective manner (Glendinning, 2015). There is effective communication among
employees and management of The Royal Papworth Hospital in order to treat employees
properly. There is proper check on flow of effective communication between medical
practitioners and patients. This helps in making effective decisions in curing any disease and
treating people in an effective manner.
Analyse potential barriers to delivery of quality health and social care services
Health and social care organisations are putting a lot of efforts for delivering quality
services to people. There is a need of improvement in health status of individuals by solving
issues and problems in an effective manner. There is a criteria for identifying potential barriers
which creates problems while providing essential medical amenities to patients. This reflects that
there are both internal as well as external factors that creates issues associated with medication.
The external factors consists of inter agency interactions, legislation and social policies. The
internal factors that affect services of the health care organisation are are organisational
structures, resources, risks along with communication among people. These entities can create
problems which includes legal policies and procedures that render guidelines and procedures
must be followed strictly. The various external and internal barriers in The Royal Papworth
Hospital are listed below -

External barriers: There are some inter-agency communication which consists of CQC
& NICE for evaluating services and practices within Royal Papworth Hospital. There is
inspection done in this hospital by following all instructions with respect to medical services
through diverse guidelines. Moreover, there are different legislations like Equality Act 2010,
Health & Social Act 2012. There are some social policies which are crucial to be amended in the
hospital. In context of Royal Papworth Hospital, there are various steps which become barrier in
providing medication to people.
Internal barriers: There are different complications and risk in critical chemotherapies,
surgeries, anaesthetic problems and various others which have a negative impact in providing
quality services to patients (Weare, 2013). If there is lack of proper communication among
employees and staff then there is more risk of providing good services to patients. This will also
decrease the level of service offered by the organisation. A proper organisational structure is also
important in the health care company so that employees know how to work properly and
maintain ethics while treating patients. In context of Royal Papworth Hospital, there is proper
flow of communication and also they have adopted hierarchical organisational structure in which
staff members know whom to report and take guidance from for working effectively.
Scrutiny of other barriers: They consists of training and lack of communication. This
also includes poor training and hygiene which creates negative impact on medical health of
patients (Ellner, and et. al., 2015). The Royal Papworth Hotel must adopt new technologies and
equipments for treating patients as this will help in getting desired results.
TASK 3
Evaluate the effectiveness of systems, policies and procedures used in a health and social care
setting in achieving quality in the service offered
Systems
Quality management system – This consists of various strategies and practices for
determining various aspects that can increase quality of services offered by hospital. It is
important for applying effective practices and procedures in the organisation for maximising
outcomes of patients.
Information system – The specific and effective information system is important for
establishing them in health care organisation for sharing data in an effective manner. In context

of Royal Papworth Hospital, medical professionals and practitioners must utilise effective
information system for maintaining accuracy of patient's data for delivering proper medications.

Policies
Meetings – The Royal Papworth hospital must conduct meetings on regular intervals for
reducing drug errors in the organisation and increasing quality of care facilities. This will help
in gaining better outcomes for patients.
Feedbacks – The Royal Papworth Hospital take continuous feedbacks of patients so that
it has knowledge about how to increase quality of service given to patients.
Procedures
Total Quality Management – This is defined as the continuous process used for
identifying and removing errors that occur in practices. This will help in increasing quality of
services offered by The Royal Papworth Hospital. TQM can be used for improving effectiveness
of medical practices and providing better treatment to patients.
Continuous Quality Improvements – This includes procedure for determining issues and
implementing appropriate corrective actions and monitoring these for ensuring improvements in
health care operations (Nelson, and Staggers, 2016).
Analyse the factors that influence the achievement of quality in the health and social care service
In context of Royal Papworth Hospital, they have to focus on factors which have a great
impact on achieving quality in care services (Glasby, 2017). These are mentioned below -
Training programs – There must be proper trainings and development sessions provided
to medical staff of hospital in order to increase their efficiency of working. This helps in
increasing the level of performance of medical practitioners. If health care professionals have
increased knowledge then there will be reduction of drug errors. Specific learning programs are
organised by The Royal Papworth hospital for their employees in order to increase quality of
overall medical services.
Performance of staff – The performance of staff and employees is an important aspect
for increasing effectiveness of operational activities and procedures. This helps in increasing
overall productivity of healthcare organisation. In context of Royal Papworth Hospital,
performance of employees is increased that leads to delivery of effective and quality services to
patients.
Effective communication – The communications plays an important role to facilitate
proper team work among care professionals associated with specific case of patient.

Suggest ways in which the health and social care service could improve its quality
The Royal Papworth Hospital can adopt certain effective as well as efficient ways for
improving quality of care facilities. These are listed below -
Total Quality Management (TQM) – The total quality management emphasises on
different aspect of the health organisation including atmosphere of institution, treatment process
and customer satisfaction (Provost, and et. al., 2015). The Royal Papworth Hospital can use
total quality management in order to increase quality of care services offered by the hospital.
Continuous Quality Improvement – This can be described as an effective methods
which can be used by Royal Papworth Hospital for identifying threats of clinical practices to
improve them. It will facilitate to apply continuous improvements of care facilities in
organisation which provide support to deliver appropriate treatment to maximise patient
outcomes.
Management leadership – Leadership & management is involved in scope for
improving health & social care (Asenova, Bailey, and McCann, 2015). If there is effective
leadership, then practitioner can provide treatment to people effectively. In context of the Royal
Papworth Hospital, leadership followed is democratic.
TASK 4
Evaluate the methods for evaluating health and social care service quality with regards to
external and internal perspectives
In health care organisation there is requirement of methods that will help in improving
quality of the services. This will help in maintaining a good image and reputation of the
organisation among customers and stakeholders. The implementation of these methods is
necessary for analysing outcomes which are gained by adopting improvements in method. These
will help in improving efficiency of clinical practices of the organisation. The Royal Papworth
Hospital must monitor implementation of methods for identifying need of changing these
methods and improving quality of care facilities and services.
Focus groups - A focus group is defined as the group of members who conduct meeting
and share their views and thoughts on a particular topic. Such groups help in evaluating effective
decisions for a particular problem or situation (Kondasani, and Panda, 2015). It is important for
evaluating that applied techniques and methods can impact positively or negatively on

operational practices in hospital. Focus group can be used by Royal Papworth hospital for
solving problems of the hospital. This can help in getting to know about various methods that
can be applied for improving quality of care services of patients.
Questionnaires - Questionnaires are defined as a set of questions which are asked by
particular group of individuals. This will help in knowing about problems faced by patients and
other people in the hospital. These are helpful in getting information about need and demands of
customers. In context of The Royal Papworth Hospital they can use questionnaires for collecting
knowledge about problem of customers. In this way, organisation can get information for
improving health care services. Questionnaire is helpful in getting information about various
problems related to staff behaviour, medical services, delayed responses in order to improve it
for increasing quality of care facilities.
Complaint procedures- This is known as a proper procedure or step for analysing
complaint of of clients. There must be a proper procedure for complaining about any problem or
situation of the health organisation (Mintzberg, 2018). There is a specific team of management
which take complaint of clients and emphasises on betterment of facilities and services of Royal
Papworth Hospital.
Discuss the impact that involving users of services in the evaluation process has on service
quality
There is involvement of service users for evaluating quality of services. This will help in
providing appropriate information regarding threat of care services and facilities. The health care
organisations or hospitals focuses on feedbacks of customers or patients for satisfying actual
demands and needs of them. There is a positive impact of service user in evaluating service
quality. Some of the impacts are mentioned below -
Improvement of services – This consist of gathering knowledge about actual problems
that are faced by customers while seeking good care facilities in a hospital. It is important for
hospital to focus on these issues and work for these as this will help in improving effectiveness
of care services for increasing better results of patients outcomes.
Analyse actual threats – There must be involvement of service users for revealing threat
of care services, delayed facilities, inappropriate management of staff and employees misbehave.
This is helpful for determining problem of medical facilities that are not known by

administration of hospital (Dunning, Sinclair, and Colagiuri, 2014). Staff members hide issues
from administration for improving the quality of services offered by Royal Papworth Hospital.
CONCLUSION
From the above report, it has been concluded that quality improvement is an important
aspect in health & social care for maximise patient outcomes. It includes perspective of
stakeholders like Government agencies, Employees, Investors and Customers in terms of
improving quality of care facilities. However, it consist role of external agencies like CQC &
NICE for setting carte standards including person centred care, maintaining dignity & respect,
informed consent and protect harm, abuse and neglect. In addition to this, approaches to
implement quality systems requires planning, staff training and effective communication to gain
better outcomes. There are some systems, policies & procedures for achieving quality in services
such as quality management system, information system, meetings, feedbacks, total quality
management and continuous quality improvements. The quality in health care organisations
involves methods for evaluating quality including focus groups, questionnaires and complaints
procedures.

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