Quality Management in Health and Social Care: A Report on RUHB Trust

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UNIT 27 – MANAGING QUALITY IN
HEALTH AND SOCIAL CARE

Table of Contents
INTRODUCTION......................................................................................................................................................... 3
TASK 1............................................................................................................................................................................ 4
1.1................................................................................................................................................................................ 4
1.2................................................................................................................................................................................ 6
1.3................................................................................................................................................................................ 7
TASK 2............................................................................................................................................................................ 9
2.1................................................................................................................................................................................ 9
2.2.............................................................................................................................................................................. 11
2.3.............................................................................................................................................................................. 13
TASK 3.......................................................................................................................................................................... 14
3.1.............................................................................................................................................................................. 14
3.2.............................................................................................................................................................................. 16
3.3.............................................................................................................................................................................. 17
TASK 4.......................................................................................................................................................................... 18
4.1.............................................................................................................................................................................. 18
4.2.............................................................................................................................................................................. 19
CONCLUSION............................................................................................................................................................. 20
REFERENCES............................................................................................................................................................ 21

INTRODUCTION
Quality management is very important in any field of work organization whether it is in the
manufacturing business or in health and social care. In health and social care (HSC), the
importance of quality management is very critical as it can seriously cause damage the
reputation of the health and social care organization like "The Royal United Hospital Bath”
trust (Dill, 2017). The sector aims to improve quality, productivity, the effectiveness of the
management services. Rules and regulations or legal laws are must-have for the different
stakeholders with respect to committing, communicating and making things easier.
The report shows the different aspects of managing quality in health and social care, it
throws light on the views of different stakeholders of health care organization. How
external agencies and internal factors setting and maintain quality standards. The effects of
poor quality services on the patients and on the organizations are thoroughly discussed.
Different approaches for improving quality system and challenges to apply those
approaches.
The study with respect of the royal united hospital bath (RUHB) trust helps individual to
understand the importance of health and social care as quality is an important factor and
also must for to know for the stakeholders and users. With the help of this study individual
also get the knowledge of the methods which can be used in quality perspectives.

TASK 1
1.1
Quality is aspects in which compromise should not be allowed and in the health and social
sector, it is mandatory to ensure the quality of the services or patients may get suffer
seriously (Polenick et al., 2018). Different stakeholders have different views regarding
improve service quality in the RUHB trust. With so many views and thoughts about
improving services quality, the organization get the ideas about the areas which needs to
improve and it actually benefits the organization (Wiebe et al., 2016). The views and
perspectives can be explained as:
PERSPECTIVE OF THE SERVICE SEEKER
The views of service users totally depend on the experience he had in particular health
care. The patients who are in need of proper treatment and alertness for his health
condition needs to be treated well and staff of health care should be helpful for providing
better services for him (Coventry et al., 2018). For RUHB trust it is must to protect the
information of the patients. Patients experience also depends on the safety, security and
confidentiality of his data. Also the basic needs such as purity of water and food,
comfortable bed also should be assessed for a better experience of the patients.
PERSPECTIVE OF WORKERS OR STAFF MEMBERS
Workers and staff members of the RUHB trust organization are liable to provide good
quality of the health and social services. The quality of the services achieved by making
them understands the job responsibility of them as well as motivates them to work better
(D’Anna et al., 2018). By placing a reward system for their good work which encourages
more staff members to do well. The behaviour of workers and staff members directly
related to the patients' experiences (Entwistle et al., 2018).
PERSPECTIVE OF TECHNICIANS
The effectiveness of the performance of the workers of RUHB depends on the resources are
provided to them. If the quality of the resources is good and well maintained then the
effectiveness is increased (Hicks and Ramirez, 2018). To improve the technical services
RUHB can establish total quality management (TQM). TQM is the system in which workers
and staff members of the RUHB have to maintain high-quality standards. Other than TQM,
RUHB can opt for the qualities like recording data, feedback process, supervision, auditing

activities like this can be maintained which can be benefited in information gathering
(Cabassa et al., 2018).
PERSPECTIVES OF LEGAL BODIES
Other than the internal works which are managed by internal bodies the activities like
taking care of whole RUHB trust, safety for the home care are managed by external bodies
(Polenick et al., 2018). The Care for Quality Commission (CQC) is in charge of force the legal
standards for health and social care unit. These standards are must to follow for all the
health care organizations for maintaining clinical performance for the organization. Those
health care organizations that are not following these standards and provisions which is
regulated by CQC and the process activities are not met with the standards CQC take legal
actions against them (Maybi et al., 2016).

1.2
The responsible external bodies who are responsible for placing the standards for health
and social care are:
 CARE QUALITY COMMISSION (CQC)
 NATIONAL INSTITUTE FOR CLINICAL EXCELLENCE (NICE)
Care Quality Commission
CQC is a department free public structure in the United Kingdom. It is the duty of CQC to
placing the standards in HSC (Wiebe et al., 2016). It is also responsible for the care of
health care; safeguard the services and emphasis rules with respect to patients to get better
quality services. CQC manages and inspect the services at the home and social care and
make sure the vulnerable individuals get their rights (Boston-Fleischhauer et al., 2017). If
any health care organization unable to meet the conditions which are set by CQC the
subject organization may suffer legal actions against it.
National Institute for Clinical Excellence
The work of NICE is to provide advice regarding health and social care to organizations. It
is the highest authority which seeks the good quality and good equipment of measurement
services; also it is liable to pre-defined rules and manages the services of the National
Health Services (NHS) (Dill, 2017). Their team includes good doctors and service providers
to give a variety of good facilities.
Above two are the two external bodies that manage the external activities like providing
advice and management guidelines, the emphasis of rules etc. they are responsible for the
external activities of the health and social care organizations (Polenick et al., 2018).

1.3
Poor service quality can damage any business organization not only the health and social
organizations but in health and social organizations like RUHB the quality service plays a
very Hugh role for the organization (Hicks and Ramirez, 2018). Poor service quality affects
all the related subjects like organization, stakeholders, as well as patients. The main thing
which can reduce the productivity and revenue of an organization is its poor service
quality. The service provided in RUHB leads to dissatisfaction amongst the people by that
the brand image of the organization is dramatically decreased (Maybi et al., 2016). The
poor service quality can cause by:
Poor Equipment
Equipment can increase the service quality of services and can decrease as well. One of the
main reasons for poor service quality is poor equipment provided by the stakeholders. For
RUHB trust organization equipment is very crucial as medical work generally depends on
technical equipment (Hancock, 2016).
Worker and Staff Member’s Behavior
Another reason for the poor service quality is the workers and staff members do not fulfil
their duty. Where they should be encouraging others for proving good services they itself
not showing interest to satisfy the needs of the patients (Coventry et al., 2018).
The external structures like CQC and NICE keenly observe the service quality provided to
the patients and time to time give their views on how the service can be improved.
Some of the strategies & Policies of RUHB trust to improve and maintain the quality
services in the organization.
Strategies for achieving quality services
 Time to time inspect the activities practised in the RUHB trust and give suggestions
to improve them.
 Proving good quality technical equipment for achieving better results.
 Feedbacks from the patients and staff members to know their experience and try to
improve the critical areas (Moreno et al., 2018).
 Hire well educated and professionally trained staff for proving the best treatments
to the patients.

Policies of RUHB trust for maintaining quality services
 Following the guidelines of the CQC and NICE is the best way to maintain the quality
of the service in RUHB.
 Policies should be created for activities practised within the RUHB like hiring
trained staff (D’Anna et al., 2018).
 Put more efforts on Discipline and time management.
 Better work received a better reward system.
These are the same strategies and policies of RUHB trust organization to improve and
maintain their service quality and gain the trust of the patients and stakeholders. These
strategies and policies not just only improve the quality of the services but also increase
the revenue of RUHB.

TASK 2
2.1
Each health and social care organizations follow different standards for measuring the
quality of the service they provided. The term standard refers to the legal bar which needs
to maintain by the HSC (Cabassa et al., 2018). Whenever for the time of inspection when
the services quality of the health care organization did not meet the standards set by the
responsible authority they suffer reputation down for them for not following the rules of
the respected organization.
Having standards is very important in the RUHB as patients feel protected and secure and
assured to have good quality services (Entwistle et al., 2018). One of the important benefits
of setting the standard is it provides a better environment and support for the employees
and patients and also feel motivated in health care organization.
Some of the key points of quality standards introduced by CQC are:
Safe – CQC standards ensure that the practices are safe for patients, workers and staff
members.
Effective – The treatment should be effective means for your hard-work positive results
should be received.
Caring – The behaviour of staff members towards patients should be well behaved.
Workers and staff members make sure that the patients’ needs are fulfilled (Cookson et al.,
2018).
Responsive – RUHB should consider the needs of the patients of the organization. RUHB
should respond to the needs of the patients.
Well-led – The leaders of the RUHB should lead by the example as it motivates other
workers and staff members (Folland et al., 2016).
The motive and duty for HSC are to direct RUHB to build a clear and proper communication
flow on improving the patients’ health (Maybi et al., 2016). The use of technology should be
effective to improve quality services of the organization and promote the other methods
like flexibility. The most important requirement for the healthcare organization is to secure
the services for the users. The assurance of the safety and quality service build their
affirmative image (Moreno et al., 2018). The staff should understand to minimize the

unnecessary consumption of the resources and give ideal benefits with less use of
resources.
Secure the people for becoming test subjects by the standards set by the CQC this also
maintains the dignity of them and protect their rights and prevent them from abusive
activities.

2.2
For achieving good quality services RUHB required to implement a quality system within
the organization (Moreno et al., 2018). The quality system is the approach in which the
process of improving quality should be in focused and in order to achieve it what measures
should be taken into consideration. Factors such as responsive to patients' need, the
behaviour of workers and staff members etc. taken into consideration. For the process, the
document plan should be prepared and inside structure of RUHB should aware of it for a
positive return. For the unfavourable situation, an alternative system should be taken into
consideration (Cabassa et al., 2018). All the members including staff and workers and
owners must know their roles and responsibilities for the effectiveness of the quality
system. The key features of the quality system are:
Communication
A systematic approach to passing the information and thoughts should be followed. The
flow of communication should be fluent and proper (Hancock, 2016). The priorities of the
information should be cleared to all as what needs to share with workers, what information
should be shared with main bodies’ etc. communication should consist feedbacks of
patients and staff members as it provides a clear view of the area of improvement
(Entwistle et al., 2018). The systematic and proper method is the key to further
improvement.
Planning
An official way to manage activities to improve quality should be observed by the central
authority for effective use of the plan which is developed for improvement in the quality
services (Moreno et al., 2018).
Roles and Responsibilities
Everyone should know the roles and responsibilities of his own in planning to improve the
quality services. The roles and responsibilities are very important for the improvement
activity and the responsible person should take responsibilities for their duties for effective
quality improvement (Folland et al., 2016).
Monitoring and Evaluation
Monitoring the activities is very important for the success of the quality system. Monitoring
ensures that all the activities are processing according to the plan and all the responsible
persons are properly doing their duty (Boston-Fleischhauer et al., 2017).

On the other hand, after successful completion of the quality system evaluation is very
necessary. The evaluation shows the effective results of the quality system and
improvement of the quality in RUHB.