Healthcare Services Quality Report: Rose Meadow Hospital

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HEALTHCARE SERVICES: ROSE MEADOW
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HEALTHCARE SERVICES: ROSE
MEADOW
Table of Contents
Introduction......................................................................................................................................4
LO1: Understanding Differing Perspectives of Quality in Relation to Health and Social Care
Services............................................................................................................................................4
Perspectives of Stakeholders.......................................................................................................4
Roles of External Agencies.........................................................................................................5
Impact of Poor Service Quality...................................................................................................7
Poor Service Quality................................................................................................................7
Poor Service Quality of Rose Meadow impacting Stakeholders.............................................7
LO2: Understanding Strategies for Achieving Quality in Health and Social Care Services...........8
Standards to Measure Quality......................................................................................................8
Approaches for Quality Systems Implementation.....................................................................10
Potential Barriers for Delivering Quality..................................................................................11
LO3: Understanding the Evaluation of Systems, Policies and Procedures in Health and Social
Care Services.................................................................................................................................13
Factors that influence achievement of quality health and social care service...........................13
Factors that influence achievements of quality in health and social care..................................14
Ways by which health and social service could be improved...................................................15
LO4: Understanding the Methodologies for Evaluating Health and Social Care Service Quality16
Methods to Evaluate Service Quality Regarding Internal and External Perspectives...............16
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Importance of Service Quality Evaluation............................................................................16
Evaluation methods for Service Quality in Rose Meadow....................................................17
Impact of Evaluation Process on Service Quality.....................................................................18
Conclusion.....................................................................................................................................18
References......................................................................................................................................19
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Introduction
It is very essential for the health and social care sector to have an effective management of
quality incorporated in their services. It should aim at providing the best quality care to the
customers. Good quality maintenance improves the efficiency as well as productivity of the
organisation (Mozley, 2017). In order to improve the quality of services provided within the
organisation it should strictly abide by the guidelines and procedures provided by the authorities
of the government.
In this report, discussion on the various perspectives related to quality in the health care and
social care services will be discussed. It will also discuss the strategies related to quality
achievement in the health care and social care sector. The report will also evaluate the systems,
procedures as well as policies related to the health and social care services. It will highlight the
methods for evaluatIon of quality in this sector. Lastly, a conclusion of the whole report will be
drawn.
LO1: Understanding Differing Perspectives of Quality in Relation to Health and Social
Care Services
Perspectives of Stakeholders
Stakeholders are mainly people or a group of people that hold an interest in the organisation. The
actions, decisions as well as objectives of the organisation can affect them. The various
stakeholders can be creditors, employees, suppliers and many more.
Every individual that seek services from the Rose Meadow Hospital have their own different
perspectives of quality. It is very necessary for Rose Meadow to meet the required qualities of
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the patients and fulfill them. They have their own opinion on the standard that should be
maintained in the health care organisation (Gonzalez-Zapata and Heeks, 2015). A service that
meets the expectations of the stakeholders and satisfies them is referred as the quality of the
healthcare centre. The quality factor of the customers or the service seekers depend on things like
the treatment they get, responsiveness of the staffs attending them, respect and behaviour of the
staffs and the safety of the customers. In the case of Rose Meadow, behavioural issue of the
staffs was a major issue. It had been found that very often the patients were ill treated and
wrongly guided by the staffs. Moreover, critical patients were not handled with utmost care and
they received negligence from the staffs attending them.
The other various stakeholders in Rose Meadow hospital included people like the doctors, nurses
and other service providers within the organisation. To them the definition of quality is a bit
different. Qualities for them is the success of the services they provided, taking proper care and
acquire adequate skills for providing better treatment to the customers. In case of Rose Meadow,
the caretakers were ignorant about the patients (Millar et al., 2015). They often misbehaved and
neglected the patients that resulted in a fall in quality of the services provided by them. The other
stakeholders included the Care Quality Commission. They are responsible for monitoring
surgeries, facilities and various more aspects of the hospital. To them quality revolved around
safety of the patients, the effectiveness of the treatments provided and the availability of the
services of the hospital.
Roles of External Agencies
Within the context of any service organisation, the importance standards is immense as these
standards help to outline the policies and procedures that would enable the company to achieve
their goals and objectives. From the research works of Vincent and Amalberti (2015), it has been
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found that standards are helpful for identifying the aspects of the organisation, which require
improvements, and moreover, it also helps to guide the organisation in taking steps that would
help to improve the quality. For any service organisation, external agencies help to set the
standards for the organisation and in the context of Rose Meadow, the external agencies are:
 CQC (Care Quality Commission): From the research works of Richardson et al.,
(2019), it has been found that CQC or Care Quality Commission governs and monitors
all the aspects and system of the organisation and ensure that Rose Meadow is able to
comply with the standards pertaining to safety, security and quality. The CQC is able to
overview and regulate the staff members’ actions within the organisation and monitor the
service facilities inspections as well as the publication of the final reports based on their
inspection. The latter is extremely important as it helps to influence the people on
whether or not they would be able to prefer the organisation for their treatment or not.
Every year, CQC has been able to evaluate the standards of Rose Meadow and publish
reports annually based on their observation which has helped to not only sustain the
brand image of Rose Meadows, but has also helped to gain customers that enabled them
to enhance their revenue generation as well as profitability.
 NICE (National Institute for Health and Clinical Excellence): From the research
works of Ramjeeawon et al., (2019), it has been found that NICE or National Institute for
Health and Clinical Excellence helps to give suitable advices, set up specific quality
standards for maintenance, and many more so that they would be able to provide safe
health services. The guidelines of NICE are based upon the research and evidence that
has been collected based on the ideal care and treatment provided to the patients. NICE
plays a crucial role for Rose Meadows in helping them to set up their standards. Due to
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the data and information that they have collected from various partner agencies and
professional healthcare organisations, they are able to formulate the standards, which the
Rose Meadow has to follow. This is done in order to ensure that the organisation is able
to provide quality services to the customers.
Impact of Poor Service Quality
Poor Service Quality
Saini (2018) opined that in the modern business environment, the quality of product or service
offered by the organisation directly impacts on the brand reputation of the organisation. In case
of a healthcare service like Rose Meadow, poor quality of their service can have severe impact
on the various stakeholders of their organisation. As an organisation like Rose Meadow has both
the external and internal stakeholders, poor quality of service affects the organisation, service
user and staffs of their organisation.
Poor Service Quality of Rose Meadow impacting Stakeholders
The impacts of poor service quality on three stakeholders of Rose Meadow are as follows:
 Impact on the organisation: Poor quality of service usually have severe impacts on the
financial conditions of an organisation. Meesala and Paul (2018) argued that as poor
quality results in a decrease in customer satisfaction, it also damages the morality and
enthusiasm of the staffs regarding their service, which ultimately results in a damage of
their entire brand reputation. In case of Rose Meadow, as they provide healthcare
services, poor service quality can directly result in worsening of the condition of patient,
or in some cases, even death of patient. Hence, Rose Meadow has got a low rating by
CQC, which has also negatively affected their reputation.
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 Impact on the clients: Kruk et al. (2018) opined that in case of service organisations,
poor quality of service affects the clients the most, who feel like the organisation has
cheated with them or breached the promise of provided service with them. In case of
Rose Meadow, their patients are not getting proper treatments from them, which is
resulting in rapid deterioration of health conditions of some of them, increasing the
patient dissatisfaction.
 Impact on the employees: Even the employees of an organisation can eventually get
stressed due to the poor quality of service that is provided by them. In fact, Um and Lau
(2018) argued that poor service quality forces the employees to work more in order to
increase the service quality, and this creates dissatisfaction among them. In case of Rose
Meadow, their staffs are stressed, and they may eventually end up whistleblowing by
complaining to CQC.
LO2: Understanding Strategies for Achieving Quality in Health and Social Care Services
Standards to Measure Quality
It can be observed that in order to maintain quality, standards are established for maintaining the
basic quality with a proper framework (McCarthy et al., 2016.). This helps in protecting the
service users and makes the provider to abide by various rules and regulations so that the goals
of quality service are being achieved easily. These strategies are:
Nice quality standard
It stands for national institute for Health and care Excellence. They are providing primary care
while covering a range clinical condition for the patients. NICE brought in several standards,
which improved the quality of service provided to the patients. The services are aimed at provide
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clear descriptions of higher priority areas to improve the care service and describing the
standards to be aspirational but achievable (McCarthy et al., 2016). Further, each standard
contains concise numbers and statements that define the quality measures. These standards were
used in epilepsy as an evidence source.
CQC standard
The CQC commission is responsible for maintaining the fundamental standards. It helps the
providers to work in a safe environment and in the most enthusiast manner. Thus, it helps in
maintaining the service quality and protects the residents from any kind of harm or social
problems. The health inspectors use a set of questions to enquire about the service quality
through which the level of inconsistency is removed (Sajjad et al., 2016). Further, they make
approaches to promote the CQC’s principle of equality and human rights. Thus, service quality is
being examined through the help of fairness, respect, equality, dignity, autonomy, rights to life,
and rights for staff.
Nursing and Midwifery council
This council is responsible for maintaining the nursing register and specialists who provide
community health service. It helps in ensuring that the nurses and the midwives meet the
professional standards to provide quality service and they have fair knowledge in the field of
nursing which will ultimately help them to increase the skills in respect to new practices that are
developing. Therefore, it is essential for the nurses of Rose Meadow to abide by the various
codes of practice and involve in well being of the people. Hence, for this, the nurses and
midwives can undergo certain training programs to increase their skills and handle any
professional misconduct that the patients may complain about these things (Mausbach and Irwin,
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2017). Thus, the council has established certain role, which is providing the nurses and the
midwives a professional and strategic direction for compiling with the relevant legislations.
Approaches for Quality Systems Implementation
It can be noted that the quality standards are quickly changing with the era i.e. the policies and
procedures of doing anything related to healthcare. These approaches are described below:
Patient centered medical homes
These homes are being designed with the help of integrated care models so that high quality care
service can be provided to the patients. It helps in taking care of the patients beyond the medical
services such as addressing the needs of vocational, social and the emotional needs. Further,
these homes are targeted for quality improvement with the aim of providing the best service
across the healthcare emergency departments so that the medical issues are attained properly.
Telemedicine
This type of telemedicine tends to influence the quality of service for faster response times. The
process is very much cost saving and it is growing among the healthcare sector. Further, the time
is also saved which can be invested on curing the patients, as they do not have to travel to the
clinics on regular basis (Lupo, 2016). For instance, this telemedicine is very much effective for
diabetic patients as it reduces their visit on daily basis to the diabetic clinics and helps the family
from overspending to be cured from debilities.
Leadership and focus on patients’ needs
It can be noted that leadership helps in putting the principles of service into actions so that a
quality control process can be implemented. This will help in focusing on the patients so that
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their needs are achieved. Rose Meadow can have the best practice but it is the duty of the leaders
to make the employees follow the leadership traits. The employees should be given proper
training for interacting with the patients in a professional manner so that it makes the customers
happy. Further, Rose Meadow may ask for feedbacks from the patients for making
improvements in their service and help in implementing total quality management aspects within
the services they are offering. Thus, it makes more people to get involved in the process of
providing high quality service to the patients and ensure a higher satisfaction level.
The above approaches can be implemented by Rose Meadow to ensure that the standards are
maintained and are being documented properly. However, in addition to this, Total Quality
management can also be implemented for establishing quality management and achieve desired
levels in providing services. This TQM will help in finding the defects and help in building
quality improvement networks. The networks will help the management of Rose Meadow to
make necessary training programs for improving their service quality and offer greater benefits
to the patients.
Potential Barriers for Delivering Quality
It can be observed that Rose Meadow can face several problems related to service quality and it
restricts their growth to greater extent. The major barriers are being discussed below:
Lack of financial resource
The cost of providing good quality of service is very much high which makes the organization
unable to provide such services. This is one of the major issues for any kind of healthcare
organization. It is making Rose Meadow unable to purchase equipments and hire proper staffs
that have the right skills to deliver quality service. Further, the existing staffs cannot undergo any
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training programs, which could have increased their skills. This is the result of systems and
processes, which were not working properly.
Improper training
It is essential that the staff of Rose Meadow undergo training to make them flexible for the
changes that are taking place in the healthcare service. It can be noted that any organization
where the employees do not undergo regular training programs tends be low on moral and
turnover increases to higher rate (Adebanjo, Laosirihongthong and Samaranayake, 2016). This is
making the management unable to handle requirements of the patients. Thus, affecting the
quality of service provided by Rose Meadow, as the staffs were non-caring during the time of
overcoming challenging incidents. In addition to this, the staffs of Rose Meadow ha limited
knowledge, which make them unable to follow the evidence-based guidelines.
Improper leadership leading to improper flexibility among staffs
It can be seen that if the leaders are unable to lead the team, then it reduces the flexibility nature
of the employees. The main problem arises in managing the cultural diversity that exists in the
workplace of Rose Meadow (Sajjad et al., 2016). Further, improper flexibility resulted in
improper support of the patients and not following the policies of good quality service
effectively. This made the staffs not to work in professional manner so that the patients can be
cured easily.
Lack of effective communication
Communication in any field is very much essential for the success of the organization and giving
the employees the required information on time. In Rose Meadow, the serviced quality was not
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