Methods for Evaluating Quality in Health and Social Care Services

This report delves into the critical aspects of quality evaluation within health and social care services. It explores various methods for assessing quality, encompassing both internal and external perspectives. The report highlights the significance of user involvement, discussing the benefits of incorporating patient feedback through surveys, feedback forms, and structured interviews. It examines the impact of user involvement on service improvement, including advantages like enhanced user self-esteem and potential disadvantages such as treatment risks. Furthermore, the report emphasizes the importance of balancing user input with professional expertise, particularly in critical treatment scenarios. It concludes by underscoring the necessity of a comprehensive approach to quality evaluation, integrating both internal and external assessment methods to ensure the delivery of high-quality healthcare services.

MANAGING QUALITY IN
HEALTH AND CARE SERVICES

Table of Contents
 Introduction
 Methods for evaluating health and social
care service quality with regard to external
and internal perspectives.
 Impact of involving users of services in the
evaluation process on quality.
 Conclusion
 List of References

Introduction
 Measuring the quality
of health care is
important to ensure
that the service user
is getting the right
services.
 Measuring of quality
can be perform by
accumulation and
analysis of data.

Methods for evaluating health and
social care service quality with regard
to external and internal perspectives
 Evaluation of quality provided in health and
social care services will enable to know the
negative and positive aspect of services.
 Methods such as structured and unstructured
interview, feedback forms, panels, surveys and
road shows can be used for quality assessment.
 Taking interview and surveys can be time
consuming and costly but feedback will take
less time and cost.

Continued
 Survey can be conducted on the market which
can be helpful in evaluation of quality. Survey
can be performed through Questionnaire
framed perfectly and asking for opinion from
targeted audience.
 Complaint Feedback form can be disseminated
to patient which is an internal perspective in
order to identify any discrepancies or
dissatisfaction. This will be helpful in knowing
the honest and fair opinion about services
provided. NHS can act upon the suggestion
given by the patient.

Continue
 Semi structured or structured interview can also
be undertaken where face to face or telephonic
interview can be conducted face to face with
target audience. This will provide the accurate
and authentic information which is not in survey.
 As a result of inspection the quality can be
improved in NHS.
 Feedback from employees can also be effective
method of deriving the lack of quality.
Employees can reveal the reason of low quality
or can also advice good ideas and suggestion.

Impact of involving users of services
in the evaluation process on quality
 Involvement of user can provide
enormous benefit in terms of developing
self esteem of users and high satisfaction
in controlling their life and welfare.
 Users will become more assertive.
 Users can provide great ideas and
suggestion.
 Services can be revaluate and delivery
can be enhanced.
 Users will also prefer to take regular
services when they will feel that they are

Continued
 Involvement of user can also lead to
disadvantage such as treatment may be
at risk.
 If the treatment to the patient is not
provided the way it wanted then it can
disappoint the patient.
 Some treatment can be based on the
advice of user but the treatments which
are critical cannot be left on users.

Conclusion
 Quality evaluation is equally
important as
implementation of quality
system in health and social
care services.
 Quality evaluation should be
perform with both internal
and external methods.
 Patient or service user must
only involved in few services
not in all cases.

List of References
 Payne, M., 2015. Modern social work theory. Oxford
University Press.
 Storey, J., 2016. Changing theories of leadership and
leadership development. In Leadership in
Organizations (pp. 33-58). Routledge.
 Holden, R.J., Eriksson, A., Andreasson, J.,
Williamsson, A. and Dellve, L., 2015. Healthcare
workers' perceptions of lean: A context-sensitive,
mixed methods study in three Swedish
hospitals. Applied ergonomics, 47, pp.181-192.
 Brooks, P. and Hestnes, B., 2010. User measures of
quality of experience: why being objective and
quantitative is important. IEEE network, 24(2).