Report: Managing Quality in Health and Social Care (Module ABC)

This report provides a comprehensive analysis of quality management in health and social care, focusing on the perspectives of stakeholders, the role of external agencies in setting standards, and the impact of poor service quality. The report examines systems, policies, and procedures used to achieve quality, evaluating their effectiveness and suggesting improvements. It explores various factors influencing quality achievement, including both internal and external barriers, and proposes strategies to enhance the overall quality of health and social care services. The report uses the case study of New Rise Care Home to illustrate key concepts and provides recommendations for enhancing service delivery and patient satisfaction. The report also discusses the role of external bodies, legal institutions and the importance of policies and procedures to improve the quality of the services offered. The report also covers the effectiveness of different approaches and the need for quality management structures in the context of the Care Quality Commission (CQC) guidelines.

Managing Quality In
Health And Social Care

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Explanation of perspectives that stakeholders in health and social care have regarding
quality.....................................................................................................................................3
1.2 Analyse the role of external agencies in setting standards...............................................4
1.3 Assess the impact of poor service quality on health and social care stakeholders...........5
TASK 2............................................................................................................................................5
Covered in PPT.......................................................................................................................5
TASK 3..........................................................................................................................................14
3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social
care setting in achieving quality in the services offered.......................................................14
3.2 Analyze other factors influencing the achievement of quality in health and social care
service...................................................................................................................................15
3.3 Suggest ways in which the health and social care service could improve its quality....15
TASK 4..........................................................................................................................................17
Covered in Fact sheet...........................................................................................................17
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Managing quality refers to make innovative policies and practices in order to increase
effectiveness of clinical procedures for improving patient outcomes. It includes the criterion of
adopting new ideas and advanced technology for enhancing efficiency of care practitioners and
accuracy of information to make appropriate decision regarding treatment of people (Dowding
and Barr, 2018). In context of this report, it is based on New Rise Care Home which provides
desired care services and medication to people for making them disease free. It is situated in field
of landscaped garden over hills having qualified staff to provide high quality residential care for
elderly residents. This assignment will focus on perspectives of stakeholders and role of external
agencies in care quality & standards. It will also include quality measuring standards, approaches
to implement quality systems and potential barriers to delivery better quality of care services.
The factors influencing achievement of quality and methods of evaluating service quality is
given below.
TASK 1
1.1 Explanation of perspectives that stakeholders in health and social care have regarding quality
Health and social care related quality varies among individuals. In healthcare and social
care services there are number of stakeholders with different perspectives regarding quality.
Some of the stakeholders in healthcare system are managers, inspective bodies, care service
owners, business owners, suppliers, service users etc.
Perspective of service candidates: Individuals who analyse the service of New rise care
home hospital have their own individual perspective regarding quality. The quality should match
the standards of patient satisfaction such as patients like Mary Johnson who had a bad
experience. Moreover if respective healthcare is not able to fulfil the needs of patients must come
up with valid reasons and should analyse them to work on it (Mintzberg, 2018).
Perspective of staff members: Workers or staff members who are supplying their
services to service seekers or healthcare professionals are needs to develop their quality (Nelson
and Staggers, 2016). Possibilities are when staff members are motivated by their mangers and
encourage to work properly in order to give best outcomes. Rewards can be provided to the
employees to encourage them to perform clinical practices efficiently.

Perspective of experts: Performance of New rise care home hospital depends on
technical services also. Maintaining quality standards through each and every staff members help
for the development of organization. Irrespective of this, Functional quality of the London NHS
hospital such as auditing, data collection, keeping records, asking for feedbacks from patients
like Mary Johnson who gives actual feedbacks are necessary to work on quality standards.
Nurses and staffs should adapt the changes made by managers and should work according to
advance technology.
1.2 Analyse the role of external agencies in setting standards
In order to treat patients right way and to reduce risk of complications in health and social
care organizations, some guidelines are need to be set by external agencies (Stanhope, 2017). For
instance, a patient name Mary Johnson was diagnosed incorrectly in hospital and prescribed an
incorrect treatment. Some of the external agencies are:
National institute of clinical excellence: NICE give suggestions and advices to national
health services in UK. Their prior role is giving timely advices to health and social care services.
They also develop some standards for the hospitals. NICE provide useful information to
healthcare organizations.
Care Quality Commission (CQC): It is a non-departmental public body situated in UK.
CQC set some standards for New rise care home hospital in order to improve their facilities and
services. CQC also administer services at health and social care. CQC take strict actions if their
guidelines are not followed by any hospital. Once knowing the urgent issues, a HSC develop
specific programs to work on it.
Health service commissioner: Role of HSC is to improve the quality of clinical
practices in healthcare systems. A health commissioner analyzes medical needs of the society.
Being a HSC a person needs to read daily reports of number people in a society getting sick.
Execution of plans needs doctors and professionals consultants to tell them about new protocols
(Söderström, Eriksson and Åhlfeldt, 2016). However, such actions can also be done through
giving interviews, writing articles and communicating with leaders.
However, irrespective of all this local authorities also play a role in health and social
care. They develop certain standards for hospitals to be followed by them and ensure
development and management of quality standards for public health and society.

1.3 Assess the impact of poor service quality on health and social care stakeholders
In health and social care quality is an important component with many perspectives and
interpretations. It is an important aspect for stakeholders of health and social care to maintain a
high quality service. If quality is not improved in social and healthcare organization, some
serious consequences could occur. A hospital should build a proper management structure to
provide best facilities. However, failure in implementing quality improvement can lead a bad
impact on health and social care stakeholders (Gupta and Rokade, 2016). Quality of organization
will effect on a serious note due to bad services. It can affect the cost productivity of
organization and will put a direct impact on profitability of New rise care home. Poor service
quality can effect patient satisfaction and which will lead to shutting down of hospital. It affects
the brand building of organization.
Being a part of healthcare system it is mandatory for hospitals to maintain a good quality
of services otherwise some strict actions will be taken against them. Service users will be
effected by bad quality services in a vast range. It will put a negative impact on service users of
respective hospital and it will loose its customer loyalty. It can be hazardous for service users of
hospital if they use poor quality equipment and machines. It would lead to bad experiences for
patients and they will doubt on their safety (Gardner, Linderman and McFadden, 2018). Also,
local targets could not be attain because poor quality. Hence, for delivering a better care to their
patients it is necessary to follow quality standards.
TASK 2
Covered in PPT

A number of statements is given under each standard to help improve the quality of life. Few
fundamental standard sets have been registered which are run by caring home like New rise care
home are mentioned here.
 Any form of abuse, disrespect, unneeded restraint and ill treatment should not be
neglected.
 The provider must be clear and transparent with the way treatment will be proceeded, the
duty of candour must be followed.

The aim of benchmarks in healthcare like New rise home care is to amend efficiency, improve
care quality, satisfaction and safety of patients. Internal and competitive benchmarking are two
types of benchmarking in healthcare. The cost of treatments, average hospital stay of patient,
safety and satisfaction of patient, hospital redemption rates, emergency room waiting time are
healthcare potential indicators that is used to analyse and monitor all applicable healthcare
processes to enhance satisfaction of patients. The codes of practice consist confidentiality and
record keeping standards should be followed in selected organisation for improving quality of
care services.

However, in different healthcare systems these facilities are overlooked by their management
team and need to imparts some changes.
In New rise care home healthcare, different approaches are need to be analyse to improve
the quality of their services. Respective healthcare need to develop quality management structure
in their premises to deliver the best quality of services and in order to match the guidelines of
Care Quality Commission( CQC) recommendations. Hospital should implement some of the
quality improvement to deliver best possible care.

Goals and target should be specific and there must be limited number of goals to avoid
confusions. There should be proper review on financing and auditing. Hospital should analyse
and look for the best resources such as new advance technologies and equipments, expert
technicians and surgeons and clinical services. Manger of healthcare should communicate with
his team members and motivate them and encourage them to adapt changes for betterment of
organization.

External barriers can be need of inter-agency interactions. Here the lack of communication
between New rise care home and inter agencies like financing systems, health insurance
company, blood bank service providers, deficiency of support from family and society may lead
to mismanagement of organisation and result in unfavourable condition. Inadequate
conversations with insurance company may fail to provide the funding to individual at the time
of treatment which deteriorates the quality of social care services and the individuals have to
suffer. Social policies like casteism, favouritism, family background, social acceptance, status of
an individual can constraint the healthcare seeker to get medical attention at the time of
requirement. For instance, in New rise care home people from one caste may not accept the
blood from another caste making the services less affected.
Internal factors like short-handed resources supply also affect the quality of healthcare services
because without new and innovative resources treatment and diagnosis of patients is not
successful and due lack of improvement and technology service seeker remain dissatisfied.
Another important internal factor is lack of interaction between same organisation people, due to

some personal grudges people doesn't convey important details about patient which result into
weak management and mishandling of health seeker.