Analysis of Quality Management in Health and Social Care at RUH

This report provides a detailed analysis of quality management within the health and social care sector, using Royal United Hospital (RUH) as a case study. It explores the perspectives of various stakeholders, including patients, staff, and the government, and examines the impact of poor service quality on each. The report identifies potential barriers to delivering quality services, such as lack of new technologies, trained staff, and financial constraints, while also discussing the role of external agencies like the CQC in setting standards. It further delves into approaches for implementing quality programs, including staff training and adherence to standards like NICE and NHS. Methodologies for evaluating service quality, both internally and externally, are discussed, along with the advantages and disadvantages of involving service users in the evaluation process. Finally, the report analyzes factors influencing the achievement of quality, such as funding and user expectations, and suggests ways to improve quality at RUH, emphasizing the importance of a comprehensive evaluation process to identify and address shortcomings.

MANAGING QUALITY IN
HEALTH AND SOCIAL
CARE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
PART 1 A........................................................................................................................................1
Different Stakeholders perspective..............................................................................................1
PART 1 B.........................................................................................................................................3
Potential barriers to delivery quality service...............................................................................3
PART 2 A........................................................................................................................................4
Discussion with another colleague methodologies for evaluation of service quality..................4
PART 2 B.........................................................................................................................................5
Evaluation of System, policies, procedures, related to the quality..............................................5
CONCLUSION................................................................................................................................7

INTRODUCTION
Health and social care is the term that concomitant to services that available form health
and social care providers. It is generic way used to refer to entire of healthcare provision
infrastructure, private and public sector. Thus, to managing the quality in health and social care
is very important for healthcare organization, it helps to provide better services and to deliver
quality care. The present report is based on Royal United Hospital, they provide patients medical
treatments for the purpose of health improvement. This study explains perspectives of different
stakeholders and impact of poor services quality on them. It also clarifies the role of external
agencies in setting standards at Royal hospital and explain potential barriers to deliver quality
services in context of health care.
This report explains the various approaches to implement quality program and also
justifies existing standards to measure service quality in firm. Furthermore, it explains how to
managed quality and methods for evaluate with regard to internal and external perspectives. This
report explains the factors that impact on achieving quality and also define ways that helps to
improve colleagues practices in health and social care setting.
PART 1 A
Different Stakeholders perspective
Health care organization provide health and social well being services and products to
people which help to improve their living standards better than now (Tambuyzer, Pieters and
Van Audenhove, 2014). There are the major stakeholders in health well being program such as
patients, employers, government, patients family etc. All these stakeholders have different
perspectives about healthcare service and its quality. Such as:
Patients perspective- Patients is often injured or ill person, who need good medical
treatment for the purpose of well being and improve from illness. People' visit at Royal United
hospitals for taking good treatments, their perspective is to take appropriate medical treatment
that helps to make feel better and fit (Snape and et.al., 2014). They need good care of staff
members and concern of social health care providers that contribute to improve people health
and prevent from any harmful disease which can impact on their health and make them ill or
causes death. Patients need support form their health and also want that professionals helps in
order to cope with disease.
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Staff perspective- In Royal United Hospital their staff is also considered as another
stakeholder that work under firm as having different perspective. Medical staff is responsible for
provide better heath care services to patients that helps to improve people health and make them
fit. They may work or perform its duties part-time or full-time. Hospital staff perspective is to
enhance their performance and offer good and equal treatment to patients by following all the
national health care standards.
Government- Government is the main stakeholder in context of health and social care
services. Government set some standards for whole health care industry and want them to
provide equal treatment for people who visits in Royal Hospital to take good treatment
(Gradinger and et.al., 2015). They believe that health care is human rights which is necessary for
them to improve health. Government perspective is to follow all the set standards in context of
health care via hospital and other health care providers.
Poor service quality impact on stakeholders-
If Royal United Hospital cannot provide good services to stakeholder it affects their
health and behavior.
In Royal united hospital if patients get poor health care service quality they cannot
improve and fit its health, which make them ill more than now. Without good and appropriate
medical treatments patients will not be able to fit and live health lives.
Poor service quality also impact on staff members as they will not be able to provide
better care services which directly impact on hospital market reputation.
It also impacts on government existing policies which they make in context of healthcare,
they need to make strong policies.
External agencies' role in setting standards at Royal united hospital-
CQC (Care quality commission) is considered as external agency which helps to set
health care services standards in Hospital and other healthcare centers (Gillies, 2015). CQC play
their role as independent regulator, its role is to register health and younger social care services
providers standards in England. Care quality commission main role is inspection at Royal united
hospital and other places where healthcare services has been provided to people, they inspect that
the standards are followed or not within firm. They take actions to protect or secure people who
used health care services, CQC set stand-rads for all and want that all hospital should follow it.
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PART 1 B
Potential barriers to delivery quality service
There are the different potential barriers which make difficulties in the process of
providing good quality health care services.
Lack of new technologies- it means that if Royal United Hospital are not using new
technologies such as Wireless brain sensors, they cannot provide good quality care to its patients
that impact on health and does not make them happy or satisfy according to their needs. Hospital
with lack of new technology make barriers to delivery quality facilities.
Lack of well trained staff- In Royal united hospital staff play important role as they are
the main source of providing healthcare service (Roberts and Fantz, 2014). Lack of well trained
staff always considered as on of the biggest barriers between procedure of delivering quality
services.
Low financial budgets- If Royal United Hospital cannot implement new technologies in
their structure due to low financial budgets, it makes barrier to delivery health care services.
Hospital standards is often depends on amount of money which helps to set the standards within
hospital. Financial budgets help to improve the health service quality, but if it is low than turns
into barrier which impact on health and reputation of firm.
Lack of resources- Lack of resources such as bed, good medical treatments, health care
equipment etc. make barriers to delivery health related services (Dilworth and et.al., 2014). If
Royal United hospital does not have appropriate assets they can not be able to provide good or
equal treatments to its patients which make them more ill which results in extent death. Without
taking good treatments many patients will die and get more serious. Lack of resources also make
barriers to set the CQC standards in firm which directly affect it financial budgets.
Lack of professionals- Physicians, dentist, gynecologist, professional doctors play
important role while patient treatment (Aldridge and et.al., 2016). If Royal United hospital
cannot have professional in their staff, it refers to barrier which create difficulties to deliver
quality services in context of healthcare.
Approaches to implementing quality system within Royal United Hospital
If Royal United Hospital serve or deliver good quality healthcare facilities, so they need
to trained its staff members which help to improve quality system (Martin and Sutton, eds.,
2015). With the help of training medical staff skills and knowledge develop more and more in
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context of deliver health care services. Employees give appropriate medical treatment to patients
with the help of developing or improving skills via training. Training and development is one of
the best approach that contribute to implement and improve quality program.
Standards exist for measuring quality at Royal United Hospital-
Nice quality standards is based on areas which cover healthcare services, it set out
priority filed for quality improvement in social and healthcare (Bailit and et.al., 2016). Thus,
Royal united hospital need to implement Nice quality standards which is essential for providing
quality care.
NHS is also considers as existing standards that helps to measure quality of services at
Royal United hospital. NHS standards set out base on health and social care provisions in which
health care organizations work under it.
PART 2 A
Discussion with another colleague methodologies for evaluation of service quality
Evaluate methods of quality with regards to internal (RUH) and external (CQC)
perspectives
Three main method that can be used to evaluate health and social care both in regards to
internal i.e. RUH and external CQC are:
 Conducting a survey or questionnaire from all the hospital staff members as well as
patients can help RUH to evaluate their healthcare quality and help CQC to identify all
the flaws in the quality care of health and social care
 Conducting interviews of patients and hospital staff members, this will help CQC to
evaluate the quality of RUH hospital healthcare services.
 Asking from feedback from patients and hospital staff by RUH will help them to evaluate
all the improvement areas in the quality of healthcare services.
All the method applied to evaluate quality of healthcare have both positive and negative
perspective such as:
Positive: survey conducted in the form of questionnaire will give RUH a clear vision of their
present quality of health care. It will also help CQC to understand concerns related to patients
and hospital staff in a more clear way (Whitley and et.al., 2016). Asking for feedback's from
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patients and staff members will help RUH to understand all the loop holes within their quality of
health and social care.
Negative: Conducting interviews individually will be a negative aspect for RUH as they will not
get any idea what has been asked or answered by the hospital staff and patients to CQC.
Out of all those methods best method for evaluation of quality of health and social care is
conducting structured and semi-structured interviews as it will help CQC to monitor, regulate
and inspect quality of health and social care services in a better manner. They will be able to
interview all the staff members and patients of the hospitals and evaluate the quality of
healthcare in a better manner as per their set standards.
Impact that involves users of service in the evaluation process has on quality of service
Advantages and disadvantages of involving service users in evaluation process of RUH
Advantages:
 This will give hospital and CQC a brief account of all user managed services in the
hospital as well as with their quality. Consultation regarding improvement and evaluation can be taken from service users.
Disadvantages:
 One of the main disadvantage of involving service users in evaluation process is that it
will make the overall evaluation process time consuming.
 They do not understand all the internal technical details and the procedure of the hospital
and due to this will make assumptions For example for the doctors their first priority will
be to attend serious patients first but for them doctors first priority should be according to
the first come first serve process.
Improvement of Quality at RUH
This complete evaluation process will help RUH to understand their loop holes and the
all the areas that are required to be improved (Thomas and Milligan, 2015). This will give RUH
a brief idea of all the areas that are needed to be improved in order to improve the quality of
health and social care so that the overall service quality of the hospital can be improved.
PART 2 B
Evaluation of System, policies, procedures, related to the quality
Analyse factors that influence the achievement of quality
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Factors that can influence the achievement of the quality in health and social care
services are many but there are three specific factors that can influence the achievement of
quality are:
 Funding: RUH provides various services to their service users some of them are free,
some of them are paid. So, most of the times for free or non-profitable services they
require funding from local service care authorities or from government trust etc. these
funding sometimes influence the overall achievement in quality standards in health and
social care services of RUH.
 Users of service expectations: Sometimes expectations of service users also create
hurdles in fulfilment or achievement of service quality at RUH. As it sometimes
becomes a bit difficult for heath care services to maintain and remain up to the
expectation of their service users. It is not always possible to fulfil the expectation of
their service users so it might influence the achievement of service quality in RUH.
 Regulatory requirements: it is referred to the rules, laws or policies that are issued by the
regulatory body assigned by the state or central government. It is one of those factors that
influence the hospital in achievement of service quality as it becomes important for RUH
to follow those rules, regulations etc.
Effectiveness of systems, policies and procedures in achieving quality in the service offered.
Policies and procedures are designed to meet all the legislative, regulatory as well as
good practice designs within health and social care sector. Effectiveness of systems, policies and
procedures used in achieving the quality in the service offered can affect the overall quality of
RUH services in many ways (Pickersgill and et.al., 2017). There are various policies, regulations
or procedures that if implemented in a healthcare organizations then it can help in achieving the
quality of healthcare service. Two specific policies from RUH case study are: first is health and
social care Act 2008 helps RUH in improving safety and quality of health care. Another policy is
care act 2014 helps RUH is assessing who requires care and support in health and social social
care.
Both the polices are quite effective in the current scenario as both the policies focus on
providing and improving safety and quality oh health care to those who require it the most. Both
the polices improves the effectiveness of the the system's policies and procedures in health and
social care settings in achieving quality of service offered in RUH.
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Suggested ways in which quality could be improved in health and social care
There are various ways in which health and social care service in RUH can be used to
improve their service quality. As the hospital was failing in improving care and welfare of their
patients, assessing and monitoring the quality of service provision etc. So, they need to focus on
improving the quality of care and welfare of the patients as well as improve monitoring the
quality of service provision. This can be done by conducting an internal audit within a fixed
interval of time this will help them in identifying the quality of service that is being provided to
the patients. They can also conduct training sessions and seminars for the hospital staff so that
they can understand and improve their care and welfare that they provide to the patients. This
will help them in improving their quality of health and social care.
CONCLUSION
From the above assignment it has been concluded that there are various perspective of
quality that stakeholders have which impact the overall quality of services provided to the
patients. It has been analyzed that there are various potential barriers that makes it difficult for
the hospital to provide good healthcare services such as financial budgets, lack of technologies
etc. in the above assignment evaluation of various methods of quality had also been done with
regards to both internal and external perspective based on this impact of service users in this
evaluation process is also discussed. Lastly, based on the RUH case study system's policies and
procedures related to the quality are also discussed.
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