How to Manage Quality of Health and Social Care Services

TASK 1

1.1: Perspectives that stakeholders in health and social care have regarding quality

Various stakeholders are involved in the process of managing and designing the quality of health and social services. The quality in health and social care depends upon people. Following perspectives has been discussed below:

Perspectives of service seekers: The people who seeks the services of the NHS hospital has their own perspective on the basis of the quality of services. The quality provided by home care should fulfil the demand of the patients. But it was never meant to meets the basic demands or requirements of the patients who are seeking their service. On the other hand if the home care is not able to meet the basic needs of the patients then this is important to analyse the certain reasons behind this (Aveyard, 2014).

Perspectives of workers or staff members: Employees who are providing the services to the patients or the health service practitioners have the responsibility for maintaining the quality of NHS hospital. This can only be done when the employees of the hospital are motivated enough to perform their activities efficiently. For this rewards are provided by organisation to the better performer.

Perspective of technicians: Effective and efficient performance of the NHS hospital also depends upon the technical services. For this total quality management should be established where the employees of the organisation maintains the high quality standards set by external bodies (Bowling, 2014).

Perspective of legal bodies: External bodies like Central Quality Commission (CQC), health service commissioners and national institute for clinical excellence (NICE) sets the guidelines and rules for health and social care sector. These bodies can take legal actions if the standards are not meet with the specified standards.

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1.2 Role of external agencies in setting standards for quality in health and social care

The external public bodies sets the standards for providing quality services to the consumers in the health and social care sector. The two bodies taken in this report for discussing roles are given below:

Care Quality Commission: is a public body of United Kingdom who sets the standards of quality in health and social care. Its roles includes:

• To secure the services and standards for service seekers so that they get the basic facilities at the NHS hospital.
• To regulate and control the services or quality of the health and social care.
• To ensures the rights of the compromised individuals.
• To take actions when the health and social care organisations doesn't fulfil the pre-defined standards (Care Quality Commission, 2012).

National Institute for Clinical Excellence: aims to provide advices and suggestions to the NHS hospital in United Kingdom. Role are described below-

• It provides the guidelines and advices from time to time to the health and social services.
• It also involves setting of standards for the health and social care services.
• It imparts the broad range of information to the healthcare organisations.

These bodies evaluates and develops the standards for providing quality services like offering the information, maintaining healthy environment and effectiveness of products that are used for medical services. NHS hospital is one of the major health care organisations in UK. These organisations frequently conducts surveys and questionnaire for collecting feedbacks from local population about the health care services.

1.3: Impact of poor quality services on the stakeholders

Poor quality of services results in bad brand image of company and its employees. The poor quality of services also effects the stakeholders due to their responsibility of maintaining proper health and social care standards for providing better quality of services to the users (Cherry and Jacob, 2016).

Impact of poor care on the organizations: An organisation may have harmful effect on the performance due to the poor quality of service provided. Poor quality can reduce the performance and productivity of the organisation. Due to this, the profitability of the NHS hospital can also decrease. Even the poor quality services of the organisation may also reduce the satisfaction level of customers which can results in the organization to shut down. CQC and NICE needs to take specific legal actions which may destroy the brand image of the company.

Impact of poor care on the service users: The health care service organisation should have a huge impact on the customers. If NHS hospital should not meet with the standards of quality services then it may be possible that customers won't get satisfaction. It can lead to negative publicity of the company and leads to reduction in loyal customers. If the company is providing poor quality services and poor equipments then it can be proved dangerous for the customers.

TASK 2

2.1: Standards that exist in health and social care for measuring quality

Quality standards in the health and social care sector are introduced so that the quality based services should be provided to the customers by health and social care institutions. Quality standards in the health and social care are introduced in March, 2006 (Currie and Lockett, 2011). The list of quality standards are stated below:

• These standards helps in measuring the quality of services provided.
• Quality standards also support the improvement to be done in health and social care organisations.
• Quality standards provides help to the customers in NHS hospital and also to aware them about the services they are eligible to seek.
• Quality standards in the NHS hospital also helps in evaluating the safety issues and quality standards in the organisation (Doherty, Horne and Wootton, 2014).
• Quality standards in the NHS hospital also help in implementing the duties and responsibilities related to the equality and human rights.

It is very essential for employees to follows the codes and rules of conduct of the health and social care and must have the required skills and knowledge to fulfil the demands and requirements of the patients. These standards are considered as very necessary for assisting the customers with the rights to provide quality services effectively on the right time. It also helps in making strong relationships with the strong base of customers to ensure whether the quality services are provided to the people or not.

2.2: Different approaches to implement in quality systems

Quality standards in health and social care sector are changing with the time. Quality system in this area provides the broad understanding of the quality factors which are implemented by the NHS hospital. Quality systems in the health and social care had proved to be effective. The quality service in the health care organisations helps in investigating the suitable model that can be adopted by the NHS hospital for the smooth functioning. Total quality management can also be adopted fro implementing the quality standards in NHS hospital.

Approach for implementing these quality systems: For the spontaneous growth and improvements in NHS hospital, Management should adopt the TQM system. Continuous improvement in quality is necessary for the development of health and social care services. The quality assurance concentrates on the issues related with the regulations of customer as well as of the employees of the health care and administration process. Total Quality Management is considered as the best approach for the NHS hospital because of the broad and informative analysis can only be done after implementing this approach in the organisation. Other than this, by adopting this TQM, defects of NHS hospital can be eradicated which will increase the customer satisfaction to a huge level. Additionally, the cost of the NHS hospital can also be removed to a high level (Drummond and et. al., 2015).

2.3: Potential barriers to delivery of quality health and social care services

For delivering the quality services in the health and social care industry, It has been analysed that several potential barriers restrict the organisation to increase the productivity and performance in the market. From the given case study, It has been observed that NHS hospital faces various barriers such as less financial support, old equipments, human resources, etc. which are the major concerns for the company (Major, and Savin-Baden, 2012).
NHS hospital can face several internal as well as the external factors. Internal barriers refers to the lack of improvement in communication or less updates in the technology and equipments which can lead to dissatisfaction among the customers. External barriers refers to the lack of financing system, health insurance, and lack of family support. These barriers can results into harmful effects on the organisation. For example- lack of communication among employees in the NHS hospital can results into poor handling of the customers. Poor financing system can also be responsible for mismanagement in the NHS hospital. Additionally, lack of adoption of quality system in the NHS hospital can also be reason for poor leadership, lack of training and development programs etc. These all factors can negatively affects the whole management system of the NHS hospital.

TASK 3

3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social care setting in achieving quality in the services offered

There are various systems policies and procedures are present in current scenario which have to followed by the health care companies in order to maintaining effectiveness of services which are provided to patients in hospitals. By the Legislation of UK Individuals have right to getting better kind of health services in both type of sectors such as private or public. Organisation has to promote the important policies which are related with quality in health care services in all geographical areas of UK and also maintain the standard of services which are connected with users. Furthermore, organisations should follows the guidelines which are created by National institute of Health and care excellence (NICE) and Care Quality commission (CQC) in order to maintaining quality and standards. Whereas, NHS following the system which gave positive impact in the health care sector of UK. It is maintaining their services and quality standards as per the requirement of the patients in various segments.

After consideration of reviews it is analysed that systems and policies which are followed by the private and government sector, Who are engaged in health care services achieving the quality standard as per requirement of patients. It will gave aid to organisations and improve the services which are offered by them for this, they have to collecting feedbacks from the patients and taking reviews on the services. Due to this, they will maintain the quality and meet the satisfying patients. It will be helpful in the planning of new policies and modify existing policy if there is a requirement (Marlatt, Larimer and Witkiewitz, 2011).

3.2 factors that are influencing the achievement of quality

To maintain the quality and providing better quality of services some factors which assists to organisations in achievement of quality in health care services they are as follows:

Availability of resources: It is one of an important factor which gave significant impact on the organisations in order to achievement of health care services. The natural resources are available at small level and quality of products and services in health care services requires more resources. For maintaining the high quality in services has direct impact of availability of resources.

Size and services mix: By the analysis it is proved that size and services mix planning gave more influence in health care organisations like NHS and other public health care organisations. For maintaining the quality and effectiveness of services they have to provide services in rural and urban locations but due to shortage of skilled and capable staff it gave wrong impact on the achieving of quality in services at health care.

Economic factors: It is an important factor which is affected the standards of quality and gave a barrier in meet the satisfaction level of service users. The economic conditions are not so good for public health sector companies such as NHS in UK. Due to shortage of funds they can't maintain the quality of services and does not achieve the satisfaction level of patients. It is essential to planning and proper budgeting for the companies to achieve the quality targets.

3.3 Ways to improve quality in health care

Some important ways are defined as suggestions which have to followed by the organisations in order to achieve the quality improvement they are defined as under:

Proper analysis and evaluation- It can be done by the companies and a proper development plan is created by the organisation in order to achieve the targets. It is very important to taking feedbacks from the user of services which will assist in quality improvement. Furthermore, It can be applied by both type of organisation such as private or public sector in order to maintaining the quality in services according to health legislation of UK.

Use of resources- It is an essential part due to this the quality of services are maintained. Organisations has to follow the rules and regulations which are made by UK government. National government has to analyse the quality in services of health sector companies. Due to this, private organisations who are using the resources in wrong way to improve their quality in services. They will also considering the guidelines and utilize the resources in an efficient way (Parekh and et. al., 2011).

Use of Technologies- Health sector organisations can adopt the online registration way due to this they will reduce their cost and time which is good for improvement of quality in services. Service users will also gave their good feedback on the services which are offered by the organisations.

TASK 4

4.1: Evaluate methods for evaluating health and social care service.

It is an important for an organisation to evaluate the services which are offered by organisations to the users. for this, it is essential for management of NHS to collect views and feedbacks from internal as well as external parties which help them in achievement of quality targets. It can be further explained as under :

Internal perspective: In this type, Organisations has to create a questionnaire which is based on services that are offered to employees for improvement of services. It includes their informations about expectations from the organisation, What actions will be taken by the organisation to increase their loyalty, They have any complaints about the management of organisation etc. By conducting this, management gave motivation to them in order to getting maximum efforts from their employees as well as improvement in quality (Reeves and et. Al., 2011).

Advantages

• It gave boost in quality of services
• It is helpful to management in collecting different kinds of views from their employees.

Disadvantages

• It is a waste of time and money
• In this, a big number of employees are involved which reduces the profitability of organisation.

External perspective: Under this perspective, Management should use different kind of surveys for getting response of outsiders of organisation or it will be conducted for collecting feedback about services of the organisation from the users. NHS should conduct a survey due to this, they will be know about the customer's response it includes responsiveness of hospital staff, quality of treatment, safety tools are used by staff members, after doing survey, the management of NHS will able to know the department which has need to improvement.

Advantages

• It gave real knowledge to management about their services
• It is conducted by loyal staff members of organisation.

Disadvantages

• It will gave wrong information to management some time.
• It is a costly method which includes a huge amount of money from organisation.

4.2 Discuss the impact that involving users of services in the evaluation process have on service quality

The impact of the involving users of services in the evaluation process on the service quality at the National health organisation can be positive as well as negative. These are described below-

Positive factors: National health services can establish the evaluation process which may gave the importance to the quality of services. It will assists to management with creating safe and healthy environment for the service users. Furthermore, they have responsibility to gave better services to users. Apart of this, shareholders and other government bodies have to provide service better to their clients. So that, they have to modifying organisation's services with their innovative idea and creative minds (Weisfeld, 2011). The development of organisation includes the enhancement of facilities which are given to users and builds a good image in the mind of users by giving proper serving of users in order to achievement of new heights in the health industry

Negative factors: Whereas, it is some time failure because unskilled staff members can't gave proper facility to the users. It can be difficult sometime to analyse health and care when the practices are done from the shareholders and other representatives of the organisation. Due to this, company can't achieve the targets of quality properly. Organisation has to overcoming this type of issues in order to maintain proper quality in services.

CONCLUSION

It has been concluded from the above report that there are various points of views which are affecting NHS hospitals positively and negatively it includes service providers or users. After analysing the role of external agencies it will gathered that they are motivating the health sector companies to modify the existing services. It will improves the quality in services by the impact of government bodies. It will also consider the standard who measures the quality of services especially in residential care facilities. It helps in consideration of various approaches to implementation in quality systems. It assists to organisation in identification of systems policies and procedures used in health sector. It aid to management in finding the influence of quality in health and social care service. It gives proper suggestion to management in which the health and social care facility could improve. It helps to management of organisation in creating appropriate structure for the users with improvement in quality.

REFERENCES

Books & Journals

• Aveyard, H., 2014. Doing a literature review in health and social care: A practical guide. McGraw-Hill Education (UK).
• Bowling, A., 2014. Research methods in health: investigating health and health services. McGraw-Hill Education (UK).
• Care Quality Commission, 2012. The state of health care and adult social care in England in 2011/12 (Vol. 763). The Stationery Office.
• Cherry, B. and Jacob, S.R., 2016. Contemporary nursing: Issues, trends, & management. Elsevier Health Sciences.
• Currie, G. and Lockett, A., 2011. Distributing leadership in health and social care: concertive, conjoint or collective?. International Journal of Management Reviews. 13(3). pp.286-300.
• Doherty, T.L., Horne, T. and Wootton, S., 2014. Managing public services-implementing changes: a thoughtful approach to the practice of management. Routledge.
• Drummond, M.F., and et. al., 2015. Methods for the economic evaluation of health care programmes. Oxford university press.
• Major, C.H. and Savin-Baden, M., 2012. An introduction to qualitative research synthesis: Managing the information explosion in social science research. Routledge.
• Marlatt, G.A., Larimer, M.E. and Witkiewitz, K. eds., 2011. Harm reduction: Pragmatic strategies for managing high-risk behaviors. Guilford Press.
• Parekh, A.K., and et. al., 2011. Interagency Workgroup on Multiple Chronic Conditions. Managing multiple chronic conditions: a strategic framework for improving health outcomes and quality of life. Public health reports. 126(4). pp.460-471.
• Reeves, S., and et. Al., 2011. Interprofessional teamwork for health and social care (Vol. 8). John Wiley & Sons.
• Weisfeld, V.D., 2011. Jonas and kovner's health care delivery in the united states. Springer Publishing Company.

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