A Comprehensive Report on Managing Quality in Health and Social Care

This report provides a comprehensive analysis of quality management within the health and social care sector. It begins by examining the diverse perspectives of stakeholders on quality, including service users, staff, and technicians. The report then delves into the role of external agencies, such as the Care Quality Commission and the National Institute for Clinical Excellence, in setting and maintaining standards. It assesses the impact of poor service quality on stakeholders and explores the standards used to evaluate quality, particularly in residential care facilities. The report evaluates different approaches to implementing quality systems, analyzes potential hurdles, and examines the effectiveness of existing systems, procedures, and policies. It identifies factors influencing the achievement of quality services and recommends improvements. Finally, the report evaluates methods for assessing service quality from both internal and external perspectives and discusses the impact of user involvement in the evaluation process.

MANAGING QUALITY
IN
HEALTH AND SOCIAL CARE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P.1. Explain perspective that stakeholder connected with the health and social care
organisation can have regarding quality.....................................................................................1
1.2 Analyse the role of external agencies in sitting standards....................................................2
1.3 Assess the impact of poor services quality on health and social care stakeholders..............3
TASK 2............................................................................................................................................3
2.1 Explaining the standards that exit in health and social care for evaluating quality in
particularly in residential care facilities......................................................................................3
2.2 Evaluating the various types of approaches to implement quality system............................4
2.3 Analysing the potential hurdles that can occur in delivery of quality health and social care
service ........................................................................................................................................5
TASK 3 ...........................................................................................................................................6
3.1 Evaluating the effectiveness of system, procedures and policies utilised in health and
social care setting .......................................................................................................................6
3.2 Analysing the factor that influence the accomplishment of quality services........................6
3.3 Recommending the ways in which health and social care facility could improve quality...7
TASK 4 ...........................................................................................................................................7
4.1 Evaluate the methods for evaluating health and social care services quality with regard to
external and internal perspectives...............................................................................................7
4.2 Discuss the impact that involving users of services in the evaluation process have on
service quality.............................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
In the introduced part of this documentation, we would consider the different
prospectives of the stakeholder in health and social care sector associating quality which are
necessary to know for organisational quality of services development. We will analyse the role
of external agencies at the standard level of the country in service sector and also impact of poor
service quality on health and social care services as well. We would also explain the standard
that exist in health and social care for measuring quality of services of organisation effectively.
At the middle level of this investigation, we will take a look at the effectiveness of systems,
policies and procedures used in a health and social care setting in accomplishing quality in the
services offered by the organisation. Furthermore, we will reveal about methods of examining
health and social care services quality with concerned to external and internal perspectives and
also discuss the impact that involving users of services in the evaluating process on the service
quality of the organisation.
TASK 1
P.1. Explain perspective that stakeholder connected with the health and social care organisation
can have regarding quality
In the health and social care sector the quality is associated with the each individual in
this industry (Manary, Boulding, Staelin and Glickman 2013). Loyal customer of home case
services might not prefer to work as a family member and other staff individuals of home care
services as well. Prospective of service seeker: Each person who seek services of health and social care
services of NHS have their own perception concerning the quality of services provided
by the organisation. The quality of product and services of home care organisation must
be efficient to fulfil their client and customers needs effectively (Creek and Lougher,
2011). But this is not meant by fulfil basic demand of each individual within the society
who are seeking the services. The health and social care service provider are cot capable
to fulfil patient basic needs in the society. Prospective of workers and staff members: All the employees of health and social care
service provider and other social care professional have responsibilities to manage the
quality of NHS trust organisation to furnish effective services to their clients. This could
be completed when employees of NHS trust health and social care organisation should be
1

fully motivated towards become efficient and attractive service provider in their sector.
Some of rewards furnishing approach could increase the service quality of their
customers effectively within the organisation (Aveyard, 2014).
 Prospective of technicians: Effective technician services also increase the service quality
of heath and social care sector. In NHS home care services, there are total quality
management approach could be established to improve the quality of services of this
organisation effectively. In this methodology, record of data, auditing, and feedback from
the customer also required for better manage of documentation and it helps to provide
appropriate information regarding quality of health care service provided by us.
1.2 Analyse the role of external agencies in sitting standards
There are two external bodies of health and social care sector could be care quality
commission and national institute for clinical excellence (Weisfeld, 2011). Both are playing
leading role in order to maintain the standard of health and social care service quality effectively.
 Care Quality Commission(CQC): This is a non departmental public body in the UK and
it works for maintaining the modular of health and social care services which are must be
in effective manner to provide sufficient services.
 Care Quality commission majorly work for protecting the quality of services of home
care service users and also modular the level as well as to the service seeker of NHS trust
to furnish them effective services through this organisation within the country.
 CQC provide some services to govern and supervise all the facilities which are provided
by health and social care service agencies and companies within the UK.
 It also makes sure the authorities of the assailable individual person in the organisation. Also, take an appropriate action if the health and social care service provider are not
accomplishing their set standard within the country.
 National institute for clinical excellence: This body of health and care services in the
UK work for furnishing the suggestions to the National Health Services (Cherry and
Jacob, 2016). Role and responsibilities of NICS are as following:
 This institute formulates a proper guidelines and suggestions frequently to health and
social care services to meet their standards in this sector effectively within the country.
 This also germinate the modular for the home and social care services within the UK to
set their targets which they are demanded to achieve.
2

 NICE also assist in order to furnish wide range of data regarding health care services
effectively.
1.3 Assess the impact of poor services quality on health and social care stakeholders Impact of poor care on the organisations: Poor quality of services of health and social
care organisations make negative impact on the society people health and organisation
image as well (World Health Organization, 2012). Weak quality of services by making
lower cost could decrease the productivity and profitability of NHS organisation
effectively. Because of poor quality of services provided by NHS make dissatisfied all
health and social care service seeker to decrease the level of satisfaction of quality of
services furnished by NHS. CQC and other regulator institutes must have taken an
appropriate action to improve the quality of health and social care service provider and
also provide some suggestion of health care service provider professionals to effectively
improve their services in terms of better amendment of their services within the UK.
 Impact of poor care in the service users: The health and social care service organisations
make great impact upon the health and social service seeker in the country. If NHS trust
provide their poor services to their service user then it increases dissatisfaction level of all
employee within the firm effectively. Because of its loyal customer get poor and weak
services enforce their loyal customer to move towards another health and social care
service provider. If its home care service quality and poor and equipments are using by
organisation poor then it makes negative impact on the organisation effectively.
TASK 2
2.1Explaining the standards that exit in health and social care for evaluating quality in
particularly in residential care facilities
Every health care institutions have its own standards which assist organisation in evaluating the
quality of particularly residential care facilities or services. The medical staff in the health care
institutions are required to follow these standards. As This will support firm in ensuring the
appropriate implication or application of quality services in an enterprise. Standard for better
health is the important part of performance assessment that is used by Health care commission
for evaluating the quality of services provided by some health care institution. The other
authority who is accountable for measuring the quality is Commission of social care that is
formed for governing as well as regulating care services like against minimum national standard,
3

care homes etc. Role of this commission is ensured that all hospital, dental clinic care homes and
other service care centre in England deliver safe, quality services to patient. Function of National
institute for heath as well as clinical excellence is to develop guidelines and provide suggestion
to health care organisation in order to make improvement in treatment and medical process
(Wang, Kung and Byrd, 2018)
It also provides firm an opportunity to achieve its goals of customer satisfaction.
Standards are recognised as Level of excellences that assist business entity in developing and
maintaining the quality of service. As per the given case study, purpose of establishing standards
is to bring improvement in quality of residential care facility. Few standards such as code of
practices, ISO 9000/14000 etc. are to be considered by heath care institutions. As this will assist
organisation in providing quality assurance to its customer or service user. The standards
developed by NMS emphasizes on nursing staff who has been appointed in health care centre for
conducting medical practices. According to the laws and standards that are established by legal
authority related to medical practices, it is required by medical institution to appoint qualified,
experienced and knowledgeable staff. As this will assist an enterprise in catering the need of
patient and providing them satisfaction. These standards are very important to be developed by
health care institution as it allows firm to identify the performance gap and create appropriate
strategy or plan in order to improve the same. Standards involves certain rights or duties of
service user and care provide which further allows them to achieve high level of satisfaction by
fulfilling their task in effective manner. It is essential for Health care institution to adopt best
practices. As this will assist cited venture in maintaining the quality of product or service.
Benchmark support enterprise in identifying the performance gap. It also provides firm an
opportunity to identify the barriers that can occur in achieving the objective and improving the
quality of services. The other tool that can be adopted by authorities is KPI that is key
performance indicator. These indicators may help in evaluating the success of health care
organisation (Ginter, Duncan and Swayne, 2018)
2.2 Evaluating the various types of approaches to implement quality system
Implementation of quality system in health care organisation is essential as this will assist
firm in improving the quality of services. It is required by manager in health care institution is to
communicated the objective and inform the implementation of system at workplace. As, this will
assist business entity in generating positive outcome. It is essential for management team in
4

health care institution to emphasize on standards and developing norms for medical staff. As, this
will assist organisation in catering the requirement of medical institution. It is required by NHS
London to implement quality system and effective medical practice at workplace. Role of
manager in health care organisation is to ensure that all the member in an enterprise are
committed to their task and complying the code of conduct. Implementing the quality system and
communication will allow medical staff to get knowledge about the standards. It will also
support employees in recognising their roles and responsibility in an enterprise. The several
approaches that can be adopted by health care institutions are planning, coordination, effective
communication, monitoring, Evaluation, roles and responsibilities. These approaches can support
management in successful implementation of quality system in health care organisation. The
another approach is development of suitable as well as effective procedures and policies. As this
strategy will assist manager in encouraging medical staff to improve their performance, in a
company. It is required by human resource manager in hospital to provide training to workers.
As, this will support NHS in delivering quality services in professional manner to service user. It
will also enable enterprise to maintain quality of services (Zhang, Ying and Tan, 2018)
2.3 Analysing the potential hurdles that can occur in delivery of quality health and social care
service
There are several barriers that can occur in delivering residential facility and quality
services to patient are lack of resources, business culture, Absence of effective communication,
Increase in operational cost, Inappropriate training, external agency interaction, ineffective
customer service, resistance to change, empathy etc. Resistance to the change is the important
barriers that can occur in delivery of quality health and social care service. As, medical staff may
Not accept changes as employees may feel threat of losing their position or job in an
organisation. Workers ion an organisation also perceives that changes at workplace may have
adverse effect on their routine activities or schedule. Lack of financial and other resources is
another major hurdles in providing suitable care and quality service to patient. As due to these
factors' management team in health care institution may face difficulty in managing people and
conducting important task. The other big problem is language barrier or cultural diversity. This is
the significant issue, as medical may feel challenging in delivering the information about patient
health. Lack of knowledge about the laws and regulations can create barrier in delivering the
quality services to patient. This obstruction mainly includes the lack of legal powers for
5

executing specific instrument or responsibilities which limits the organizational capabilities to
serve the patients. Inappropriate training to medical staff can create obstacle in delivering the
quality services to user that has been recognised in the given case study of London NHS hospital
(Gardner, Linderman and McFadden,2018)
TASK 3
3.1 Evaluating the effectiveness of system, procedures and policies utilised in health and social
care setting
There are several types of policies, system, processed are developed as well as
implemented by hospitals in order to improve the quality of services. Effective plans and policies
are developed by cited venture for services that are being provided by heath care institutions.
These factors have supported the cited venture in maintaining their professional standards.
Quality management strategy adopted by organisation has supported business entity in achieving
its goals and objectives. It has also provided firm an opportunity to gain customer loyalty. This
plan has assisted an enterprise in developing and maintaining healthy and strong relationship
with patient. The several other strategies or plans has supported health care institution in
managing operations and development of practices as per the requirement of service user. It has
been identified from the given case study that policies and standards applied by Premier
residential care home has positive effect on health care arrangement. Due to this strategies
medical staff in cited venture has able to provide satisfaction to service user. It has been analysed
from given case study that the business entity has taking high initiative to bring drastic and
positive improvement in quality of system, services, policies and medical practices. The cited
company is gathering information and obtaining feedback from services in order to identify
performance gap (Dust, Rode Howe and Ramaswami, A., 2018)
3.2 Analysing the factor that influence the accomplishment of quality services
The factors such as service mix, availability of resources, economic variables have both
positive and adverse influence on accomplishment of quality in health and social care service.
Resources are the major and essential factors that have direct effect on process of bringing
improvement in quality of services. As, this procedure require lots of resources in order to
generate desired outcome. Size and service mix is another crucial element that has major
influence on effectiveness of services the size of organization and services mix planning has
significant influence. As it has been identified from given case study that cited venture is
6

providing its services in urban as well as rural areas. Lack of talented, skill and expert workforce
has created major hurdles in accomplishment of quality in health and social care service.
Economic factor plays important role in planning procedure related to improving care services or
facilities (Inglis, 2015)
3.3 Recommending the ways in which health and social care facility could improve quality
It is required by health and social care institution to conduct analysis and evaluate plan as
well as policies. As this strategy will assist organisation in achieving business goals and
objectives. It is important for manager in cited venture to obtain feedback or seek expert advice.
This activity will support firm in identifying the performance gap and recognising the
appropriate ways to imp[rove the same. The human resource manager in cited venture is required
to make proper training arrangement for medical staff. As, this strategy will aid organisation in
bringing improvement in quality Of services. It will also help business entity in delivering
effective service to user in professional manner. The health care institution in order to bring
improvement in quality of health care services, online registration and follow up would be
another good option that will be cost and time effective for both organization and services users
(Dale, Van der Wiele and Van Iwaarden, 2014)
TASK 4
4.1 Evaluate the methods for evaluating health and social care services quality with regard to
external and internal perspectives External factors: The assessment of influences of the Care Quality Commission is
assistance in ascertaining the impact of external environment in health and social care
sector (Munn-Giddings and Winter, 2013). Care quality commission is helpful in order
to prepare appropriate documentation in of all external elements of the organisation
which functions are operating within the country. Making analysis of external factor for
the organisation such as conducting customer satisfaction survey, examining key
performances of quality of services in the organisation and also taking feedback from
their loyal clients to assess the performance and quality level of NHS organisation within
the country effectively.
 Internal Factors: In the terms of Internal factor to examine the performances of health
and social care service quality, Total Quality Management could find out the financial
performances of the NHS health and social care organisation to examine their actual
7

performance of financial reports within a year (Reeves, Lewin, Espin and Zwarenstein,
2011). This also assist in to find out client and customer behaviour toward the
organisational services within the country. The NHS organisation accept this
methodology in order to evaluating the quality of health and social care services
effectively. Moreover, care quality commission is also beneficial for the organisation in
germinating health and social care services and practices of the organisation effectively
so the satisfaction level of clients can be raised effectively within the business as well.
4.2 Discuss the impact that involving users of services in the evaluation process have on service
quality
Involving the users of services in the assessment of process on the service quality in the
NHS trust can be positive and negative as well. These are as following:
In context of focusing on the collective work in the NHS trust of health and social care
sector can constituted the evaluation of quality system of services in the UK. It also provides
importance to the check out quality evaluation factors within the safe, hygienic and efficient
climate within the organisation. There are needed to wide range of prospective in terms of
acknowledging the quality of health and social care services. Moreover, it makes negative impact
I upon the organisation by inclusion of their clients and customer in the evaluation to find out
service quality of health and social care sector (Stewart and Wild, 2017). Numbers of time it can
be difficult to evaluate the quality of performance by involving stakeholders of organisation and
some other external factor as well. And many of times by inclusion of clients and customers who
belongs to another fields of could furnish some innovative ideas in terms of essential changes in
the organisation to develop their services quality more effectively within the country. We will
examine the elements which are important for measure the improvement quality of NHS health
and social care services. Increment of health care services and premises of NHS trust quality of
services can be raised for more patients within the society. Ultimately, we could be said that
health and social care services need to accomplish the highest rate of their effective services in
the service field of this industry.
CONCLUSION
It has been concluded from the project that, every individual in the country has right to
take quality services from health care institutions. The report has highlighted the various
approaches that can be adopted by service provider for minimising the influence of internal as
8

well as external forces on quality of product or services. It has been analysed from the study
there are several obstacles that might occur in implementation of quality system in health care
organisation. The assignment has provided various strategies that can be adopted by cited
venture for bringing positive as well as drastic improvement in policies, medical practices and
procedure.
REFERENCES
Books and Journals
Reeves, S., Lewin, S., Espin, S. and Zwarenstein, M., 2011. Interprofessional teamwork for
health and social care. Vol. 8. John Wiley & Sons.
9

Munn-Giddings, C. and Winter, R., 2013. A handbook for action research in health and social
care. Routledge.
World Health Organization, 2012. Dementia: a public health priority. World Health
Organization.
Cherry, B. and Jacob, S. R., 2016. Contemporary nursing: Issues, trends, & management.
Elsevier Health Sciences.
Weisfeld, V. D., 2011. Jonas and kovner's health care delivery in the united states. Springer
Publishing Company.
Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide.
McGraw-Hill Education. UK.
Creek, J. and Lougher, L., 2011. Occupational therapy and mental health. Elsevier Health
Sciences.
Manary, M. P., Boulding, W., Staelin, R. and Glickman, S. W., 2013. The patient experience and
health outcomes. New England Journal of Medicine. 368. 3. pp. 201-203.
Stewart, B. W. K. P. and Wild, C. P., 2017. World cancer report 2014. Health.
Ginter, P. M., Duncan, J. and Swayne, L. E., 2018. The Strategic Management of Healthcare
Organizations. John Wiley & Sons.
Zhang, M., Ying, K. T. and Tan, K. H., 2018. Managing quality risk in supply chain to drive
firm's performance: the roles of control mechanisms. Journal of Business Research.
Gardner, J. W., Linderman, K. W. and McFadden, K. L., 2018. Managing Quality Crossroads in
Healthcare: An Integrative Supply Chain Perspective. Quality Management Journal,
25. 1. pp. 2-17.
Dust, S. B., and et.al., 2018. Managing the self‐esteem, employment gaps, and employment
quality process: The role of facilitation‐and understanding‐based emotional
intelligence. Journal of Organizational Behavior.
Inglis, A., 2015. Quality improvement, quality assurance, and benchmarking: Comparing two
frameworks for managing quality processes in open and distance learning. The
International Review of Research in Open and Distributed Learning. 6. 1.
Dale, B. G., Van der Wiele, T. and Van Iwaarden, J., 2014. Managing quality. John Wiley &
Sons.
10