Reflective Workshop on Managing Quality in HSC Organizations

Desklib provides solved assignments and past papers to help students succeed.

A Reflective Workshop on Managing Quality in HSC Organizations

Table of Contents
Introduction................................................................................................................................................................. 1
Part 1............................................................................................................................................................................... 2
(1) Perspectives of quality concerning HSC services............................................................................2
The perspective of health and social care stakeholders on the quality of service..............2
Role of external agencies in the establishment of standards.......................................................4
Impact of the poor performance of service on health and social care participants...........5
(2) Strategies for achieving quality in HSC services................................................................................6
Standards for measuring the quality of health and social care services.................................6
Approaches for the Implementation of Quality Systems...............................................................7
Barriers in the delivery of Quality HSC services................................................................................8
Part 2............................................................................................................................................................................... 9
(1) Systems, Policies and Procedures in HSC services.........................................................................9
Effectiveness of systems, policies and procedures used in a health and social care
setting in achieving quality in the service offered............................................................................9
Factors that influence the achievement of quality in the health and social care service
............................................................................................................................................................................... 10
Ways in which the health and social care service could improve its quality.....................11
(2) Methodologies for Evaluation of HSC service quality..................................................................12
Methods for the Evaluation of HSC service quality.........................................................................12
The impact that involving users of services in the evaluation process have on service
quality................................................................................................................................................................. 13
Conclusion.................................................................................................................................................................. 14
Reference:................................................................................................................................................................... 14

Introduction
Quality is an important aspect of any Health and Social Care Services (HSC). HSC services
are important to society as it helps the people in taking care of themselves with various
issues of health and social factors. This report is going to highlight the managing quality of
HSC services. It analyses the outlook of the stakeholders, the role of external agencies and
the impact of poor service quality on them. It explains the standards, approaches and
barriers of HSC Services. It also explains the factors that influence the achievement and the
methods of quality of the process. The Royal United Hospital Bath NHS Trust offers
emergency therapy and support for a population of about 500,000 in Bath, as well as
neighbouring cities and villages in Northeast Somerset and Western Wiltshire. The
organization intends to provide individuals in their local town and villages with high-
quality treatment (Fenning et al., 2016).

Part 1
(1) Perspectives of quality concerning HSC services
The quality of services of HSC differs for every stakeholder. It is important to evaluate
various perspectives of theses stakeholders to know about the quality of services provided
by the Royal United Hospital and the role of external Agencies in specifying the standards
for the same (Garces et al., 2017). The assessment is done on the effect of weak services
provided by the HSC on the people.
The perspective of health and social care stakeholders on the quality of
service
There are various people involved in proving and using the services of the Royal United
Hospital. All these stakeholders have different outlook regarding the services provided by
the organization. These stakeholders include the service users, service providers and the
inspection committee. All these stakeholders help in analysing the quality of services
provided by the Royal United Hospital.
Source 1 (Garces et al., 2017)

The service users include those individuals who use the service of the HSC organization.
They may be male or female, old or young etc. They are the external stakeholders and have
a different opinion regarding the quality of services. The perspective of these stakeholders
depends on the level of care, communication and the amount of respect given by the
organization to them. They evaluate the quality based on facilities provided like the
treatment, clean environment, confidentiality of information, the support provided by the
doctor and the waiting time. (Garces et al., 2017)
The service providers include the doctors, nurses and other employees working in the
organization. They are the internal stakeholders which provide services to the customers.
Their outlook on the quality of service depends on the user right treatment, helping the
patients in being able to live a healthy lifestyle, the services provided by them, their
involvement in increasing the quality of the services etc.
The committee for the inspection (Care Quality Commission) are important stakeholders
in the community of HSC. They look forward to analysing the issues happening in the
hospital with the patients of the employees. They make sure that the treatment is done in
the right way and proper safety measurements have been taken by the hospital regarding
the treatment of the patients. (Garces et al., 2017)

Role of external agencies in the establishment of standards
The external agencies have a significant role in the establishment of a standard for the
services provided by the HSC organization. These agencies include government,
department of government and other governmental agencies. They support the Royal
United Hospital in increasing the quality of services provided by them by making changes
in various aspects. (Braithwaite et al., 2018)
The National Institute for Health and Clinical and Health care Excellence is one the
main government agency which evaluates the quality of services and provides standards of
these services. This unit has introduced various rules and standards for the hospital which
helps them in providing quality services. They focus on enhancing the health of people and
providing them with treatment for the diseases. Their aim is achieved with the help of
various hospitals, so they establish guidelines for the same purpose.
The Health Service Commission is also one of the external agencies helps the
organization in increasing the standards of the services which provides their services to
society. They help the Royal United Hospital in recognizing the areas in which the hospitals
can improve in providing better services and satisfying the patients visiting in the hospital.
(Braithwaite et al., 2018)
The Care Quality Commission also provides various guidelines for the treatment
provided by the hospital and keep a check on them to ensure all the standards are followed
by the organization in giving high-quality services. They inspect with regular time for
maintaining their guidelines. They regulate the services of the hospital, NHS, local
authorities and private & voluntary organizations. For Example, they make at least three
inspections in the Royal United Hospital to check whether the guidelines issued by them
are followed or not.

Impact of the poor performance of service on health and social care
participants
The performance in the HSC sector is defined by the quality of services provided by the
organization. The poor quality of service affects the health of the patient and their
perspective regarding the services of the organization. It reduces the dignity of the hospital
as the patients’ switches from one organization to another which results in low services
being provided in the society and hinders the services of the hospital. The poor service of
the organization makes the patient losing interest in the hospital and demotivates them
which affect their mental conditions. (Gottileb et al., 2016)
In the given scenario, the hospital is facing challenges in recent years which reduce the
quality of services provided by them. The patients complain regularly regarding the
waiting periods even after taking appointments and standards which are not followed by
the staff. The complaint also includes the issue of low bed maintenance, low cleanliness
and unprofessional staff. All these complaints and poor quality of services of health sector
negatively affect the life of its stakeholders.
The complaints from the patients regarding the quality of service are increasing due to the
negligence of staff. This has resulted in the patients doesn't get proper treatment on time
which has increased the rate of deaths in the hospital. This makes the stakeholders in
society against the Royal United Hospitals.
The case study also reveals that due to low-quality services, patients demand better
services and this led to customer dissatisfaction and reduction in the value of services. The
service providers including the health professional also lose interest in providing the
services in the treatment of the patients. Therefore, monitoring of the performance of the
staff members is required to enhance the quality of service and increase the value of
organization in society. (Gottileb et al., 2016)

(2) Strategies for achieving quality in HSC services
The quality of service provided by the HSC sector should always be high as they are
connected with the life of an individual. Various strategies can be used by the Royal United
Hospital to maintain the quality of services and satisfy the wants of the patient with the
pure and best treatment. This segment of the assignment specifies the standards,
approaches and barriers to maintain the high quality of service by the HSC organizations.
Standards for measuring the quality of health and social care services
The quality is the core aspect which defines the level of services of an organization. It helps
in retaining patients for a long period and increases the value of the organization. Thus, for
the maintenance of the quality of service, the RUH uses different approaches to define the
standard of quality of service provided by the organization. The standard is the level which
defines the quality level of any service in the organization. These standards help the
organization in knowing the strength and weakness of the health care service and they can
be made changes according to the needs. (Donaghy et al., 2018)
The CQC has made various standards regarding the quality and the safety while proving
health care services to the patients in the health care organizations. It specifies the
organizations to maintain the record of services provided to the patients in a manner laid
by the commission. It ensures that the patients are provided with safe and right treatment
after following the standards. According to the case provided in the assignment, the RUH
has failed to maintain the records as per the instructions of the commission.
The CQC suggested another standard which requires the organization to provide high-
quality service with taking because of the respect and dignity of the patients. This is
important to increase their satisfaction level regarding the services of the hospital. The ISO
9001 standards of quality should be followed in providing the services. The ISO standards
are the benchmark of the quality of service which every organization needs to follow to
reduce the chances of low customer satisfaction. These standards also include the
regulations provided in the Health and Social Care Act 2008 which is not followed by RUH.
(Donaghy et al., 2018)

Approaches for the Implementation of Quality Systems
The quality system should be implemented in the Health care organization to make sure
that the services they provided to the patients within the standards laid down by the
commission and governmental organizations. There are numerous factors which are used
by the organizations in managing the quality of the services.
Total Quality Management: It is the main aspect of maintaining quality standards in RUH.
This approach helps the organization in evaluating the areas in which improvement is
needed. This will help RUH in managing the services with a lower level of defects. It focuses
on the higher satisfaction level of the patients regarding health care services. (O’neal et al.,
2016)
Benchmark System: This approach is one of the best approaches that can be used by RUH
in implementing the quality system. With the help of the benchmark system, the
management can make standards and then measure the level of performance in providing
the services. This reduces the level of defaults and faults done by the organization.
Continuous Quality Improvement: This approach inspects the quality with the help of the
commission organized for the same purpose. CQI can suggest RUH the areas which need
improvement in providing the services.
There are various other approaches which can be used in the management of quality of the
organization which includes the setting of a target, an audit of the skill of the personnel's,
making plans, increasing the resource, etc. All these approaches help in increasing the
quality level of the service which will help in increasing the satisfaction level of the
patients. (O’neal et al., 2016)
In the current scenario of the Royal United Hospital, they can use the approach of Total
Quality Management which will enable them to implement the quality system in all the
areas of concern and help in quick decision making regarding the services of the
organization.

Barriers in the delivery of Quality HSC services
There are various barriers to providing high-quality services in Health and Social Care.
These increase the inefficiencies and reduce the satisfaction level of the patients in the
organization. The quality of services provided is also influenced negatively because of these
barriers. Some of the barriers are discussed below.
Lack of Concern: The concern includes the attitude of staff towards providing the services
to the patients visiting the RUH. The lack in level of concern affects the quality of the
services provided by the organization. This irritates the patients and they start to change
the organization for taking the services. (Miller et al., 2019)
Limited Resources: The resources include the capital, time, employees etc in the RUH.
They are limited in nature. All these resources are interdependent. Lack of any of these
resources hinders the quality of the organization.
Social Policies: To achieve a high satisfaction level of the service user of the RUH, the level
of safety should be increased and their money should be valued more. The staff should be
trained with proper skills and knowledge to provide their best services.
Organizational Structure: The organization structure also creates a barrier in providing
service in RUH. As the change in structure might create confusion in the minds of the
employees and if it is not clear then it will create confusion among the employees regarding
their tasks and job.
Lack of interaction among employees: For the maintenance of good practices in the
healthcare organizations, the staff should have the correct attitude which can be
implemented by interaction among the employees and the management and the employees
and their clients. (Miller et al., 2019)

Part 2
(1) Systems, Policies and Procedures in HSC services
The policies and procedure in Health and Social Care organizations are different from those
other business organizations. Their main purpose is not making a profit but to provide
services to society. In the report, we will discuss, the effectiveness of these policies and
procedure in the system, factors influencing the quality of service and suggestions to
improve the quality.
Effectiveness of systems, policies and procedures used in a health and
social care setting in achieving quality in the service offered
There are various systems, policies and procedures implemented in RUH to provide high-
quality health services to the patients. These policies and procedures may be effective or
ineffective depending on the process of implementation. (Rossi et al., 2018)
Safe Wandering Policy: This policy has been implemented to attach the wrist and the
bracelets of individuals suffering from dementia. It has the risk of raving of the ward. It can
only be attached to the recommendation of the doctors.
Procedures in different Situations: In RUH, different methods and procedures are used
in different situations like heart attack, accident, paralysis, etc. In case of an accident, firstly
the hospital files report and inform the family of the individual. After this, the patient is
treated in the best possible manner to avoid future consequences.
Escalation Procedure: This procedure is used to manage the time in RUH. The time
management will include waiting time of patients, doctor’s time to patients and so on. For
example, it the waiting time of the patient increases, they have the right to complain to the
top management. (Rossi et al., 2018)
National Institute for Health and Clinical and Healthcare Excellence (2012):
According to this Act, the hospital should maintain the hydration and nutritional level of
the patients and evaluates the need accordingly.

Assessment and Care Treatment Planning System: It is a method which is used to
record all the information regarding the patient and their treatment. It is effective only if
maintained properly.
NMC Record-Keeping Guidance: In this policy, the RUH proper documentation is done
and measures are taken with the help of NMC (Nursing and Midwifery Council). It specifies
the facts and details regarding the treatment and care for the evaluation purpose.
All these policies, procedure and systems which are used by Royal United Hospital to
maintain and increase the quality of the services provided. These are effective only when
managed with sincerity and authenticity. It will help in increasing the satisfaction level of
the service users of the RUH (Rossi et al., 2018).