Analysis of Healthcare Quality at Rose Meadow Care Home

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[MANAGING QUALITY IN HSC]

Contents
ABSTRACT.................................................................................................................................2
INTRODUCTION........................................................................................................................2
TASK 1...................................................................................................................................... 3
1.1........................................................................................................................................ 3
1.2........................................................................................................................................ 4
1.3........................................................................................................................................ 5
TASK 2...................................................................................................................................... 6
2.1........................................................................................................................................ 6
2.2........................................................................................................................................ 7
2.3........................................................................................................................................ 8
TASK 3.................................................................................................................................... 10
3.1...................................................................................................................................... 10
3.2...................................................................................................................................... 11
3.3...................................................................................................................................... 12
TASK 4.................................................................................................................................... 13
4.1...................................................................................................................................... 13
4.2...................................................................................................................................... 15
CONCLUSION.......................................................................................................................... 16
REFERENCES........................................................................................................................... 17

ABSTRACT
The purpose of this assignment is to highlight the importance of quality with respect to
health and social care. It demonstrates the skills that are required to improve the care
services at Rose Meadow. It also provides insight into the impact of poor service quality at
Rose Meadow. It also discusses the different perspective of stakeholder related to quality
and highlights the expectation in context to service user at the care home (Moreno et al.,
2018).
INTRODUCTION
A study is conducted with respect to care quality services at Rose Meadow after doing the
inspection of the CQC report so as to provide recommendation and thereby meeting the
quality standards in health and social care. The CQC report was published on 8th March 2019
with an overall rating for the care services as inadequate (Moreno et al., 2018).

TASK 1
1.1
Stakeholders are the group of individuals that impact the activities of the organization. They
play a significant role in health and social care services.
Care Quality Commission and other government authorities play a significant role in
framing the policies so as to provide high-quality services to the service seekers. This will
lead to a higher yield of satisfaction and more accessibility to the patients a Rose Meadow.
Facilitator or service providers refer to the set of individuals that are constantly engaged in
providing quality services that are based on own experiences and viewpoints (Hibbard and
Greene, 2013).
Service users are the person that has their own perspective towards the quality of services.
They seek services from the service providers based on their feelings. They further expect
quality care services so as to improve their health condition.
Staff or Employees at Rose Meadow are the individuals that perform their duties efficiently.
It is important to provide a productive and healthy workplace culture along with necessary
facilities and adequate infrastructure. Moreover, they are concerned about the
communication system and the behaviour of care staff.
General Practitioner is responsible so as to provide proper medication to the staff following
the 7 R's. They are concerned about the perspective of quality (Hibbard and Greene, 2013).
As per the current situation of inadequate care services provided by Rose Meadow, it is
required to have the better collaboration between the various stakeholders for the purpose
of enhancing the staff services and thereby providing better health & social care services to
the users.

1.2
External Agencies plays an important role in setting the rules and guidelines that will help
Rose Meadow so as to achieve the organizational goals. The agency helps in tracking the
progress and provides recommendation for the areas of improvements (Dill, 2017).
External agencies comprise of the regulatory bodies such as CQC, NMC, NICE and such
others. The agencies ensure that services are provided efficiently as per the set standards.
CQC – Care Quality Commission helps in regulating the system of the organization as well as
ensures the compliance of safety, security and quality standards. They continuously monitor
the activities of the staff also ensure the compliance of licensing and registration
requirements. The comprehensive CQC inspection of Rose Meadow took place at 12 and 17
December 2018 and highlights the concerning issues at the organization.
NICE – It stands for National Institute for health & clinical excellence. The organization
provides advice about maintaining the standard of quality so as to provide safe treatment to
the patients. The organization provides recommendations so as to improve the health
conditions and provide a range of professional services to the service users.
Inspectorate is responsible so as to monitor the care home services offered by Rose
Meadow. They inspect the facilities and provide a rating of the services. Moreover,
Inspectorate provides reporting to the higher authorities so as to provide knowledge and
information about the services provided by the organization (Dill, 2017).
Medical & health regulator agency plays an important so as to ensure the overall
functioning and soundness of the care services provided to the users. Thus, the agency plays
an important role in setting the standards for quality of services so as to improve the
effectiveness of the care delivery.

1.3
The services are said to be of poor quality when they do not meet the standards of the
quality set by the external agencies (Wieb et al.,2016). The services in the nature of poor
quality could have a serious impact on the internal and external shareholders that includes
suppliers, staff, service users and other health professionals. It could directly impact the well
beings of the service users.
It also affects the reputation of Rose Meadow and thereby lacking the motivation level of
the workers in delivering the service. Following are the impact of poor quality services as
follows:
 It will lead to the poor health of the patients at Rose Meadow.
 This also creates a negative image and attitude towards the care service providers in
the entire nation.
 The poor services at Rose Meadow could lead to non-fulfilment of health targets in
society (Wieb et al.,2016).
Thereby it is required that Rose Meadow should frame adequate policies and procedures so
as improvise the existing health services in the organization. This further requires the
compliance of the legal framework so as to ensure the viability in this field. Furthermore,
organizational standards need to be developed so as to ensure the highest quality services.
The level of customer dissatisfaction will lead to having a financial impact with respect to
Rose Meadow. This will further increase the turnover rate of the staff and decrease the
overall productivity of the organization. Moreover, the poor quality services at Rose
Meadow will lead to an increase in the cost of service providing and decrease in the profit.

TASK 2
2.1
Standards are the set of rules or guidelines that enable the service providers at Rose
Meadow to measure the quality with respect to health and social care (Wieb et al.,2016). It
also helps the organization so as to achieve the business goals. Examples of such standards
are:
CQC standards - It consists of 16 quality standards that are to be abided by the
health care organization. The purpose of the standards is to ensure the care services
and maintain a safe & effective environment at the care organization. Apart from
this, it also contains the regulations related to human rights and protecting the
patients from harm.
NICE standard – The standards set out the rules for care and services that are
common to most people. As per the guideline of the National Institute for health and
social care, it is important so as to promote and protect good health. It also set the
priorities areas for improvement at Rose Meadow and also helps to monitor the
progress of the achievements (Polenick et al., 2018).
Code of practices – The code of practice provides statement 2 for the social workers
so as to promote the rights, dignity and privacy of the service users. The code
requires Rose Meadow so as to promote the rights and choices of the resident in a
dignified manner.

2.2
The Rose Meadow can apply different kinds of models and approaches so as to integrate the
quality system across the organization and thereby improving the health and social care
services.
Benchmarking Model
This model helps Rose Meadow so as to investigate the health services through the design
of the questionnaire (Moreno et al., 2018). It contains the aspects related to social care and
quality of services. Furthermore, this method will help the manager at Rose Meadow so as
to develop the quality standards based on the findings of the questionnaire and thereby
implementing the changes in the organization.
This enables the organization so s to frame the strategies with respect to the current
scenario at Rose Meadow. Such practise will support quality improvements and enhance
productivity. Moreover, this technique will help to deliver improved performance at lower
costs.
Total Quality Management
This is also known as Continuous Improvement model that focuses on improving the
current services offered by care organization. The application of this model can provide
benefit to Rose Meadow in terms of monitoring the performances and integrating the
changes as per the performance standards. This model helps in conducting a detailed
analysis with respect to care services provided by Rose Meadow and thereby focuses on
improving the quality and performance of the organization. TQM provides some important
principles which are further useful in improving the quality of services.
 Focus on Customer needs - Rose Meadow must adopt a adopt strategic approach so
as to focus on the needs of the employees. This will further help in gaining loyalty
and keeping the customer happy (Maybin et al., 2016).
 Leadership - The implementation of sound leadership practice at Rose Meadow can
help to control the overall process very effectively at Rose Meadow.
 Involvement of people – The active involvement of people can be very helpful in
delivering quality products and services.
 Continuous Improvement – This is an important principle of TQM that focuses on
achieving good quality on a continuous basis.

2.3
Barriers act as obstacles or hindrances in achieving organizational goals or objectives. There
can be barriers in delivering the quality of services at Rose Meadow; these can be internal
or external (Maybin et al., 2016).
Some of the Barriers are as follows:
Lack of funds The insufficient fund can lead to poor services at the care
organization. This will limit the number of facilities to the
user and thereby impacting the overall quality.
Resistance to
change
The quality of services can be improved by encouraging the staff at
Rose Meadow so as to accept the changes. This will further provide
room for improvement.
Lack of Training The effective training needs to be provided for all the staff and
health care practitioner so as to effectively perform the duties and
update their knowledge in the relevant field. As per the CQC, report
changes need to be introduced so as to improve the rating of overall
services (Hicks and Ramirez, 2018).
Lack of effective
communication
This acts as a major hindrance so as to deliver the quality of care
services at Rose Meadow. The smooth flow of communication is
important so as to run the day to day activities. Additionally, the
complaint mechanism needs to be designed so as to properly
address the issues and also lead to improvement of services at Rose
Meadow.
Lack of support This could also act a major hindrance towards delivering the quality
of services at Rose Meadow. The active participation of the family
members and society is required so as to effectively cure the disease
as well as identification of the needs of the patient (Hibbard and
Greene, 2013).

Thereby, it is required by Rose Meadow so as to remove the barriers and improve the level
of commitment amongst the employees. This will help in delivering quality services to the
patients at Rose Meadow.

TASK 3
3.1
A system refers to the combination of policies and procedures applicable to the
organization. It is important to design the integrated system at Rose Meadow for improving
the effectiveness of the quality services. Policies refer to the statement that helps in
designing the operational procedures and other activities at Rose Meadow (Folland et al.,
2016). The procedure provides the ways that have been laid down as per the specified
policy.
As per the CQC report, there is a lack of proper training to the staff due to which they are
unable to provide the quality services. The services were also not safe. Also, the response of
the staff is unable to meet the people’s need. Such ineffective measures can prove harmful
to the patient (Hancock, 2016).
Rose Meadow must design effective policies and procedures with regard to:
Monitoring of fire safety equipment at regular intervals.
Proper training programs so as to enrich the knowledge and skills of the staff.
The adequate procedure so as to keep the patients home clean so as to avoid the
risk of infection.
The decision to made so as to support the staff at Rose Meadow
Implementation of disease management policies and thereby improving healthcare
coordination (Flin et al., 2013).
Establishing the link between performance and promotion.
The incorporation of the legislative framework can help to reduce the operational
expenses and thereby improving the quality of services.
Thus, the effective design of the policies and procedures will help to reduce the complexity
in the existing system and enable the care services as safe and helpful to the patients
(Entwistle et al., 2018).

3.2
The analysis of various factors is important so as to ensure the highest quality in HSC
services:
Attitude and skill
The positive attitude of the staff at Rose Meadow will help the organization so as to make
the proper decisions. Further, it will help in eliminating or reducing the risk. The
implementation of good quality standards will help in enriching the quality of staff as well as
achieving the better results or outcomes (Entwistle et al., 2018).
Communication
Communication provides the manner in which information should be exchanged amongst
the staff and management (Dill, 2017). It can be in different forms’ verbal, non-verbal,
written, oral or any other form. Therefore, the effectiveness of communication at Rose
Meadow helps in promoting the quality of care and reducing errors or mistakes.
Past performance
It is important to assess a track record of quality attainment in the past. This will help in
assessing the valuable achievements by Rose Meadow and thereby improving the
organizational care services (D’Anna et al., 2018).
The credibility of the organization
The aspect of credibility is valuable input so as to achieve success in the field of care service.
It is required to increase the level of trust and confidence at Rose Meadow and improve the
commitment amongst the stakeholders for providing the better quality of services.