Health and Social Care: Managing Quality - A Comprehensive Report

This report delves into the critical aspects of managing quality within the health and social care sector, using Royal Papworth Hospital as a case study. It begins by explaining the diverse perspectives of stakeholders, including government agencies, investors, staff, and patients, emphasizing their roles in ensuring high-quality service delivery. The report then analyzes the influence of external agencies in setting standards and assesses the ramifications of poor service quality on stakeholders. It further explores existing standards for measuring quality, evaluates different approaches to implementing quality systems, and identifies potential barriers to achieving quality service. The report also examines the effectiveness of systems, policies, and procedures, analyzes factors influencing quality, and suggests improvements. Finally, it assesses methods for evaluating health and social care services and discusses the impact of user involvement on service quality, culminating in a comprehensive conclusion and references.

Managing quality in
health and social care

Table of Contents
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 ....................................................5
Assess the impact of poor service quality on health and social care stakeholders.................5
TASK 2 ...........................................................................................................................................6
Explain the standards that exist in health and social care for measuring quality...................6
Evaluate different approaches to implementing quality systems...........................................7
Analyse potential barriers to delivery of quality health and social care services ..................8
TASK 3 ...........................................................................................................................................8
Evaluate the effectiveness of systems, policies and procedures used in a health and social care
setting in achieving quality in the service offered..................................................................8
Analyse the factors that influence the achievement of quality in the health and social care
service.....................................................................................................................................9
Suggest ways in which the health and social care service could improve its quality..........10
TASK 4 .........................................................................................................................................11
Assess the methods for evaluating health and social care service .......................................11
Discuss the impact that involving users of services in the evaluation process has on service
quality...................................................................................................................................11
CONCLUSION .............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Health and social care refers to a sector which generally provide services which is related
with medical in order to resolve their problems related to their health. Their main objective is to
enhance and maintain the health of an individual or the whole society. It might involves the
study of health of an individual or public. There are numerous methods used by health
practitioners in order to treat the patient and diagnose them. It is very important to provide high
quality services to their patients in order to enhance and maintain their health. Sometimes there
might arise various issues and complications while operating an individual which leads to
different complications (Horton and Farnham, 2015). In the present report, Royal Papworth
Hospital is chosen as a health organisation. It is a hospital which is situated in a England and is
one of the biggest and leading heart and lung hospital. This was a hospital which was founded in
1918. Hospital provides large number of services in order to maintain their health by giving the
medical facilities. With a speciality in cardiothoracic, hospital has almost 300 beds facilities. It is
the report which includes a discussion about stakeholders perspective which is related with the
role of agencies and quality in order to set standards. In addition to this, the present report consist
of various standards in order to measure the quality as well as barriers which affect the services
provided by hospitals. At the end of this report, it is going to be cover about the effectiveness of
systems, policies and procedures which highly influence the quality.
TASK 1
Explain the perspectives that stakeholders in health and social care have regarding quality
In each and every enterprise, stakeholders plays very important role in the development
and growth of a business organisation. In order to achieve the objectives of a company it is very
essential to develop plans and strategies. In reference of health & social care, it is very essential
to provide high quality services in order to enhance the patient health. In addition to this, it has
been examined that stakeholder includes all those persons which is associated with the objectives
of the company (Giddens, 2013). Some of the stakeholders includes employees, investors,
government and customer which will assist in enhancing the growth of hospital as well as
improve in the treatments for the betterment of health of an individual. In the present context of
Royal Papworth Hospital, there are ample number of stakeholders which is associated to provide
better services to the needy people. Some of the stakeholders are going to be discussed below:

Government agencies – It is one of the most important and essential stakeholder which
helps in attaining the goals in an effective manner. Government agencies comes under external
organisation, and they set standards as well as conduct inspections on a regular basis in order to
ensure the quality of services provided by hospitals to their patients. Some of these agiences
includes National Institute for Health & Care Excellence (NICE) and Care Quality Commission
(CQC). Guidelines provided by these governmental agencies are mandatory for the hospitals to
be followed by each and every country. In the present context of Royal Papworth Hospital, NICE
and CQC plays very essential role in order to provide them directions to perform their work
effectively and provide high quality services (Doherty, Horne and Wootton, 2014). Along with
this, it will reduce the chances of mistakes as well as provide positive outcomes.
Investors – It refers to the one who invest their money in order to earn higher return. It
includes those individuals who invest their funds so that companies can perform their work
effectively and investors gain fix amount of interest or return which is termed as profit. Apart
from funds, some of the investors provide recommendations to the owners and managers with
the help of which they can enhance the profitability. In the present context of Royal Papworth
Hospital, investors assist the management team of organisation and help them to increase their
profitability by using latest technologies. As a result, it will increase the profit ratio earned by
investors, which they invested in the hospital.
Staff members – Backbone of the company are their potential and capable staff
members. They are the one who give their efforts and time in order to enhance the performance
of company (Moser and Kalton, 2017). In the present context of Royal Papworth Hospital, staff
members of the hospital provide suggestions and recommendations to their management team so
that they can increase the quality of services provided by them to their patients. Along with this,
they can adopt new and latest technologies which will assist them in order to provide high
quality services according to the requirements of patients.
Customers/ Patients – Customers and patients are the one whose requirements are being
fulfilled by the companies in order to enhance their growth. Clients and their feedbacks must be
important for the organisation as they assist them in increasing the performance as well as
profitability. In the present context of Royal Papworth Hospital, it is very essential for the
management team to take feedbacks and suggestions from their patients in order to enhance the
brand image of hospital at the competitive marketplace.

Analyse the role of external agencies in setting standards
External agencies located outside the organisational premises, which influence the
business functionality in both positive and negative manner. These agencies set standards for the
companies and provide them guidelines and instructions in order to attain the pre defined goals
and standards and maintain the quality of services. These standards plays very important role in
maintaining the quality of services they offered to their patients. Standards are very essential in
order to reducing and eliminating risk which is associated with the medical mistake or drug error
(Stevens, 2017). In the present context of Royal Papworth Hospital, management team of the
hospital adopt all the standards so that they will be able to maintain the quality of services. In
some health care organisation, company prefer signature on consent form before implementing
any medical practices on patient. There are some standards which is very essential to follow by
the hospital which includes proper uniform, clean premises, fit staff members, as well as
effective governance. Royal Papworth Hospital adopt all these standards in their organisational
premises so that they can achieve positive outcomes.
There are various external agencies which affects the working of an organisation such as
CQC and NICE. These governmental agencies implement standards in an effective manner so
that they can perform their task properly. All these external agencies are highly responsible in
order to set various standards so that they can enhance their performance by providing high
quality services to their patients. These agencies provide effective methods in order to resolve
various issues and problems. Apart from this, it will assist in enhancing the quality of services
offered by them. If there are any complaints which are ignored by the management team of
hospital, then CQC and NICE may put penalty on them. Along with this, they have the right that
they can cancel the licence of the practitioners or entire clinic (Sampson, 2017).
Assess the impact of poor service quality on health and social care stakeholders
If there is a hospital which provide poor services to their patients, it will reduce the
profitability and goodwill at the marketplace. This will automatically reduce the overall profits
of the stakeholders. Stakeholders includes those individuals who are associated with the
profitability of the company such as investors, staff members, customers and so on. It has been
analysed that if there is any kind of complications arise when operating it may leads towards
death of the individual. In reference to Royal Papworth Hospital, if they provide poor quality
services it which affects the profitability of stakeholders which are going to be explained below:

Customers/ Patients: It includes all those individuals who are sick and suffering from
different types of health issues. Patients regularly visit to the hospitals in order to become disease
free and healthy. If they provide poor quality of services to their patients and customers, it will
directly affect the profitability as well as goodwill at the marketplace (Hong and et. al., 2013). In
case of Royal Papworth Hospital, large number of patients get affected in a negative manner due
to delivery of low quality services. If professionals provide low quality services to their patients
which increase the complexities and leads to death of the patient may negatively affect the
profitability. Along with this, it has been analysed that it is very essential to provide high quality
services to the patients so that they will become disease free. Along with this, it will enhance the
performance and profitability of the company.
Staff members: They are the most important and backbone of any organisation, as they
put their efforts in order to attain the desire goals and objectives. If hospitals provide low quality
services to their patients, it will decrease the profitability as well as brand image. Along with
this, if there is less profit then staff members will not be able to get incentives and bonus which
reduce the satisfaction level among employees. In the present context of Royal Papworth
Hospital, management team of the company put a question mark upon the performance, skills
and capabilities on the staff members which will negatively affect the profitability.
TASK 2
Explain the standards that exist in health and social care for measuring quality
It is very essential for the management team to adopt set standards in order to perform
effective flow of operations. Along with this, there must be a formulation of values as well as
effective ethical procedures, so that every individual will be able to perform their task within
specific period of time and in proper manner (Ball, Grubnic and Birchall, 2014). Staff members
of Royal Papworth Hospital perform their duties according to the structure developed by the top
management authority. It will assist in examining the set standards and the actual performance
done by staff members. Therefore, it will identify the gap and formulate strategies accordingly.
There are ample number of measures which is adopted by the management team of Royal
Papworth Hospital in order to set standards, examine the performance and to maintain code of
practise and many more. There are various standards which is going to assist in attaining goals
and objectives of the organisation. Moreover, it is important to provide high quality services to

their patients. For instance, Cancer patients are treated with best techniques and medicines within
the premises of Royal Papworth Hospital. There are some rules and regulations which will assist
in maintaining benefits for the organisation as well as in enhancing the goodwill at both internal
and external level.
Evaluate different approaches to implementing quality systems
Each and every organisation develop some kind of strategies in order to maintain the
quality of services they offered. Similarly, health care institutions generate some strategies and
policies so that they can improve the procedures of their treatment. It is required by the top
management team of the hospital to make strong and effective planning along with regular
monitoring (Glendinning, 2015). In addition to this, staff members use latest equipments, tools
and techniques so that they can produce positive outcomes. Some of the effective steps used by
Royal Papworth Hospital are as follows:-
Planning: In the present context of Royal Papworth Hospital, it is very important for the
management team to develop effective planning in order to provide better treatment to their
patients. It is very essential to use upgraded technologies so that they can perform their task in an
effective manner. For example, in order to treat the cancer patients effectively, management team
of the hospital provide chemotherapies to their cancer patients in order to reduce cancerous cells
within tissues.
Training sessions: It is very important to provide training sessions to their staff members
on a regular basis, so that they can easily use latest technologies and tools. In the context of
Royal Papworth Hospital, management team use latest technologies in their premises, so that
they can treat their patients effectively. For this, management team should provide effective
training sessions to their staff members, so that they will be able to enhance their knowledge,
skills and efficiencies in order to work effectively in adverse situation (Weare, 2013).
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. 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
There must be enough amount of efforts carried out within health and social care, so that
they can provide high quality services. For eliminating the issues, there must be some
improvement in the health status. There are various barriers arise within the organisational
premises or sometimes outside the premises which affects the quality of health and social care.
Internal barriers includes resources, organisational structure and many more. On the other hand,
external factors involves social policies, governmental rules, legislation and many more.
Moreover, there are some authorities and legal entities which formulates policies in order to
perform their duties effectively (Ellner and et. al., 2015). In case of Royal Papworth Hospital,
some of these external and internal barriers are as follows:
Internal barriers: Internal barriers includes all those obstacles which arises within the
organisational premises. There are various risk and complications associated with the surgeries,
chemotherapies and many other problems which directly or indirectly negatively affects
performance. Along with this, there are lack of resources available at which affects working as
well profitability. Along with this, there is lack of communication which affects the overall
procedure in a negative manner within Royal Papworth Hospital.
External barriers: In case of external, there are two main agencies which develop
strategies and plans for hospitals which need to be followed by them. These agencies are CQC &
NICE examine the services offered by Royal Papworth Hospital to their patients. Along with
this, there are ample number of legislations which need to be followed by organisations such as
Health & Social Act 2012, Equality Act 2010 and many more (Nelson and Staggers, 2016).
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
There are different kind of procedures and activities which need to be followed by health
care organisations in order to improve the quality of services. It is required by the management
team of hospital to adopt effective tools and techniques so that they can perform their duties
effectively. For this, it is essential to determine various policies, strategies and procedures. In
reference to Royal Papworth Hospital, some of the effective procedures, systems and policies
used by them are as follows:

Policies
Meetings & feedbacks: In the present context of Royal Papworth hospital, management
team need to conduct meeting on a regular basis, so that they can gain feedbacks and fulfil the
requirements. Gathering feedbacks from patients on a regular basis can enhance the quality of
services. Along with this, it will assist in increasing the performance of staff members and
produce positive outcomes (Provost and et. al., 2015).
Systems
Quality management system: It is the system which includes different strategies used for
identifying the quality of services they offered to their customers. In context of Royal Papworth
Hospital, management team examine and maintain the quality of services in order to produce
positive outcomes.
Information system: In order to share data and information, it is very essential to use
effective information system within the health care organisation. In the present context of Royal
Papworth Hospital, professionals and medical practitioners use this system in order to share
information as well as to maintain the details and information of patient's.
Procedures
Total Quality Management: It refers to a continuous process which is adopted by the
management team in order to examine and eliminating errors and provide high quality services.
In the present context of Royal Papworth Hospital, management team adopt TQM procedures in
order to enhance the quality of services they provide to their patients.
Analyse the factors that influence the achievement of quality in the health and social care service
There are various factors which influence the quality within the health care organisation.
In the present context of Royal Papworth Hospital, there are various factors which highly affects
the quality of services. Some of these factors are as follows:
Training programs – It is very essential to provide training sessions to the staff
members on a regular basis so that they can enhance the performance and efficiency of the
overall organisation (Kondasani and Panda, 2015). It will assist in enhancing the performance
level of the staff members. In the present context of Royal Papworth hospital, management team
provide training sessions to their staff members in order to enhance the quality.
Performance of staff – One of the important aspects in enhancing the effectiveness of
activities is the performance of staff members. Performance of staff memebers helsp in attaining

the pre defined goals and objectives. It will assist in enhancing the performance and productivity
of the organisation. In the present context of Royal Papworth Hospital, if the performance of
staff members is increased then it will leads to deliver high quality services to their patients.
Effective communication – Communication plays very important role in order to
provide high quality services to their patients. Management team of Royal Papworth Hospital,
communicate with their staff members effectively and perform their task in an effective manner
(Mintzberg, 2018).
Suggest ways in which the health and social care service could improve its quality
There are various ways in which quality of services might be increased so that they can
attain the pre defined goals and objectives. It is very essential for the health care organisation to
provide high quality services, so that it will satisfy the patients. In the present context of Royal
Papworth Hospital, there are various ways in which quality of the services can be enhanced
which are as follows:
Total Quality Management: It mainly focuses on various aspects of the health care
organisation which consist of treatment process, temperature of the clinic and satisfaction of
customer. In the present context of Royal Papworth Hospital, management team of adopt the
method of total quality management so that they can maintain the quality of services they offered
to their patients.
Management & leadership: In order to provide high quality services it is very essential
to have proper leadership & management within the organisational premises. It is the method
which is used by the organisations in order to enhance the performance as well as productivity of
the company. In the present context of Royal Papworth Hospital, managers and leaders adopt
democratic style of leadership (Dunning, Sinclair and Colagiuri, 2014).
Continuous Quality Improvement: It is considered as one of the most effective
methods which is adopted by the managers and leaders of Royal Papworth Hospital. With the
help of this, they will be able to identify the threats available in order to improve the quality and
services. It will be helpful if health care organisation adopt this method as it will deliver high
quality services and maximise the positive result.

TASK 4
Assess the methods for evaluating health and social care service
There are various methods which is required by the management team of the organisation
in order to provide high quality services. In the present context of Royal Papworth Hospital, it is
required by the managers to examine and evaluate the methods on a regular basis. Some of these
methods are as follows:
Focus groups: It is the method which consist of conducting various group meetings in
order to analyse different thoughts and view so that they can enhance the quality of services. It
will assist in evaluating the techniques and tools used by organisations in order to provide
services (Asenova, Bailey and McCann, 2015). In the present context of Royal Papworth
Hospital management team of the health care organisation, use this technique in order to resolve
the problems arise within the organisation.
Complaints procedures: It is the method where a team is formulated by the top
authority of health care organisation, so that they can take feedbacks and complaints from
customers and work on them. It is the method which is quite beneficial for Royal Papworth
Hospital, as it will help them in order to enhance the quality of services they provide to their
customers.
Questionnaires: It is the method where series of questions are included so that
management team will be able to know about the view and thoughts of individuals. In the present
context of Royal Papworth Hospital, managers of the health care organisation gather required
informations and knowledge about the issues faced by patients. Along with this, they will be able
to provide services according to the requirements.
Discuss the impact that involving users of services in the evaluation process has on service
quality
There is the involvement of service users in order to examining the quality of services
they offered to their patients. It will assist in giving required and relevant informations which is
related with threat of care facilities and services (Glasby, 2017). It has been analysed that
hospitals mainly focuses on the feedbacks and issues of clients and work on them in order to
satisfy the requirements. There are positive impact which are going to be discussed as follows:

Improvement of services: It consist of collecting information and data related to the
problems faced by patients and clients in order to provide high quality services to their
customers. It is quite beneficial as it mainly focus on the problems and issues faced by the
patients and work on them in order to provide high quality services and produce positive
outcomes (Glasby and Dickinson, 2014).
Analyse actual threats: The involvements of services users are used to examine the
actual threats, delayed facilities, inappropriate management system. It is beneficial to identify the
issues faced by health care organisation in order to provide high quality services within the
Royal Papworth Hospital (Chelladurai, 2014).