HND Health and Social Care: Quality Management Report (SNH Case)

This report, prepared for an HND in Health and Social Care Management, examines the critical aspects of managing quality within the health and social care sector, using the Stretton Nursing Home (SNH) as a case study. The report begins by defining quality in healthcare as meeting stakeholder needs and demands, then identifies key stakeholders including service users, providers, and the Care Quality Commission (CQC), analyzing their respective perspectives on quality. It highlights issues at SNH, such as long wait times, staff shortages, and low staff morale, and their impact on service quality and stakeholder satisfaction. The report further analyzes the role of external agencies like the CQC in setting standards and assesses the impact of poor service quality on stakeholders. The report explores standards for ensuring quality in health and social care, evaluates different approaches to implementing quality systems, and analyzes potential barriers to delivering quality care, offering a comprehensive view of the challenges and considerations in maintaining high standards within the health and social care environment.

Report on
Managing Quality in Health and Social
Care Sector:-
The Case study of Stretton Nursing Home

1.1
The quality in health is defined as meeting of stakeholder need and demand in order to
satisfy their requirement as per standard. Stakeholders are defined as people or persons that are
affected adversely with interest or having stake in home care activity or evaluation of their
service users, employers, patients, insurance companies, physicians, government and
pharmaceutical firms.
In order to work in health care centre, there are two important stakeholders who perform
various roles and responsibilities. The stakeholders are named as internal and stakeholders where
internal stakeholder means who possess direct stake in home care such as owners, manager of
organization whereas external stakeholders means having perspective regarding quality care such
as CQC.
Service Users- These are the stakeholders who want high quality service in health care
such as quick reply or response, high quality facilities, less waiting time, quick service and so on
that helps in forming perception of service users. In context of SNH, perception of services users
is not met as they have to wait till 5.30 pm in evening to get treatment where level of staff is not
responding to users in proper and effective manner. This create problems for users to avail the
facilities for SNH and get well. Due to this, the respective organization has got low rating and
inadequate quality care.
The Provider- These are the stakeholders who are manager, director and staff member
having various perception for the quality provided by health care. The quality is perceived in
various terms such as low and high. Here, in the case quality is low because of absentee of staff,
issues, high staff turnover, reputation, high waiting time and so on. Similarly, in context of
Stretton Nursing Home (SNH), quality expected is very inadequate and low because of waiting
times for providing supports and care from one to another patients or users is very low, staff
problems as they are working under unsafe and unhygienic practices and high pressure on them
which resulted into low team and staff morale. If respective organisation wants to increase their
reputation and valued in market then they have to focus on providing high quality services to
their users. Therefore, good reputation is considered as high quality value to nursing home, but

lack of management and clinical ended and affect safety and quality which is impacting
respective organisation in negative way.
CQC- These are considered as external stakeholders who have different perception for
quality of health services. They perform functions as commissioner and watchdog which is based
on standard compliance, proper recording and documentations, staff fitness and many more. The
respective organisation SNH has faced issue in terms of falling CQC qualities because of low
compliance, standard, regulations which has breached 13 of health and social care act 2008.
Here, working staff has not understand their roles and responsibilities for preventing, identifying
and reporting abuse in home care. The staff and employees showed low visible signs of distress,
reduction of staff in their fitness quality expectation and insufficient and poor documentation.