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Unit 27 Managing quality in health and social care

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Unit 27 Managing quality in Health and social care

Table of Contents

LO 1. 3

1.1 Explain perspectives that stakeholders in health and social care have regarding quality. 3

(1.2) Analyse the role of external agencies in setting standards. 3

(1.3) Assess the impact of poor service quality on health and social care stakeholders. 4

LO 2. 6

(2.1) Explain the standards that exist in health and social care for measuring quality. 6

(2.2) Evaluate different approaches to implementing quality systems. 7

(2.3) Analyse potential barriers to delivery of quality health and social care services. 8

LO 3: 9

(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. 9

(3.2) Analyse other factors that influence the achievement of quality in the health and social care service  9

(3.3) Suggest ways in which the health and social care service could improve its quality. 10

LO 4. 11

(4.1)Evaluate methods for evaluating health and social care service quality with regard to external and internal perspectives. 11

(4.2) discuss the impact that involving a user of services in the evaluation process has on service quality. 11

References. 13

HND Assignments

Introduction

The present paper has focused upon Wiltshire care home. The paper has put greater emphasis upon managing the quality of services provided in a health care setting. The paper has attempted to provide a clear view regarding the perspectives of the stakeholders associated with the health and social care segment towards quality of services, the standards of quality set by external agencies and the effect of inappropriate quality of services provided to the stakeholders. The discussion has also encompassed matters concerning quality standards that are used for the purpose of gauging the quality of the services provided, the approaches that are required for implementation of quality systems and the hindrances of provision of quality services to the care users. The discussion has covered the various policies and procedures that are implemented to maintain the quality of the services provided and the ways to further improve the quality of services provided in Wiltshire care home. The paper has projected the internal as well as external perspectives to evaluate the quality of health and social care services and it has also projected the benefits of engaging the service users in the process of assessing service quality at Wiltshire care home.

LO 1

1.1 Explain perspectives that stakeholders in health and social care have regarding quality

The perception of Wiltshire care home is different in terms of providing health and social care to its valuable stakeholders and care seekers. These perceptions are different each person and the quality of Wiltshire care services can be improved by taking some important steps which can be useful for promoting the health care system, disease prevention and staff attendance and efficient utilization of resources. In terms of the perspective of the care seekers or the patients, the care seekers need effective and dedicated care which is responsive. The patients are of the opinion that effectiveness of care provided by the employees delivers suitable services (SERQUAL). The professionals engaged in the health care are of the perception that it is important to provide care with technical skills and effectiveness (Fisher, 2005). The employees are of the perception that that in order to carry out their responsibilities effectively, it is important to be motivated and assured. The persons engaged in the health and social care for monetary gains or for gaining experience and training are not suitable for effectively discharging their responsibilities. Therefore, Wiltshire care home must recruit employees effectively so that the care can be provided efficiently to the care seekers. Moreover, Wiltshire care home should take note that the employees should provide utmost care and dedication towards the care seekers and should work towards the welfare of the care seeker and not personal welfare (Fisher, 2005).

(1.2) Analyse the role of external agencies in setting standards

Role of External Agencies

In relation to Wiltshire care home, the role of external agencies is highly important since it enables the organization to set objectives and operational standards which helps in proper functioning of the organization and acts as a yardstick for frequent inspections by external agencies. There are few inspections by external agencies which are carried out regularly such as nursing care, cleansing, accessibility of pivotal instruments and safety standards. The external agencies attribute high importance to service quality and the standards of instruments and the agencies initiate swift action in case of any irregularities. The external agencies also handle training and development of the employees and assist the nurses, caretakers and also doctors in delivering health and social care services. In order to help Wiltshire care home and ease its burden, the external agencies assist in recruitment and also management of the organisation (Barratt, 2000).

Role of Care Quality Commission

CQC or the Care Quality Commission is considered to be the health and social care regulator which is responsible for various actions taken by NHS, activities of the voluntary organization and the Care home. The CQC assist in maintaining the quality standards in the health care services and observe the restrictions under Mental Health Act. In relation to the present situation, both the external agencies are responsible for hiring employees of Wiltshire care home and select such candidates who are dedicated toward their responsibilities over their self-interests. The present case study suggest that the Wiltshire is facing difficulty in retaining workers and it is facing higher employee turnover. Therefore, it is essential to identify the employees who render priority to self interest and monetary gains over providing quality care and social services to the care seekers. Wiltshire care home must choose those professionals and recruit such employees who desire to provide effective services and inspire as well as train others with effective technical skills and technique (Martin and Henderson, 2001).

The role of various external agencies is provided below:

NICE:

This agency plays the role of enhancing the quality of services provided to the care seekers by the NHS or other public health and social care settings. NICE plays this role through development of evidence based guidance as well as advice for the health practitioners, NICE also forms quality standards and performance metrics for the health care service providers. NICE also plays the role of provision of information to the managers, practitioners as well as commissioners in the health and social care segment.

HSE:

HSE or the Health and Safety Executive is an external Agency belonging to the UK government. The ultimate responsibilities of the HSE is to focus upon workplace health and safety of employees across UK, and the organisation works for encouraging, regulating and enforcing the regulations concerning health, safety and welfare at workplace. The agency also carries out researches on occupational risks that may take place in organisations in UK. The health and social care sector also comes under the purview of the HSE. The agency enforces the regulatory requirements concerning the protection of health, safety and wellbeing of workers working in the health and social care sector. The agency has set certain standard measures of health and safety and it monitors the performance of the organisation by comparing their existing practices with the standard practice set by the agency.

LGA:

The Local Government Association plays a vital role through collaborating with the NHS and its partners for the purpose of enhancing and improving health across UK. It also helps in tracking the social determinants of health. The LGA always strives to formulate a better and more efficient system to improve health of the society.

 

(1.3) Assess the impact of poor service quality on health and social care stakeholders

The deteriorating quality of service at Wiltshire care home is adversely impacting patients and social care users and also employees, nurses and supervisors. A care seeker is satisfied with the services and perceives value for money only when a care seeker receives adequate attention, care and dedicated healthcare services. Wiltshire care home uses different types of innovative instruments which effectively benefits the nurses and the employees (Stretch, 2007). However, the service standards and the quality of provision of service by Wiltshire care home is quite poor which demotivates the nurses, employees and other healthcare professionals. Consequently, the effectiveness of the delivery of the services by the health care professionals towards the care seekers deteriorates. The decline in the morale of the employees, nurses and other healthcare professional impacts the quality of health and social care services to the care seekers and patients (Ashcroft et al., 2007).

The key areas of poor practice range from abuse and inappropriate behavior towards patients, poor hygiene practices, below standard treatment and support services, safeguard and safety standards inadequate, inappropriate communication strategy. The individual stakeholders and patients would be highly impacted with the poor practice areas which would seriously influence their health and service quality. The families and associates of the stakeholders and the patients would be impacted due to poor service quality and inappropriate hygiene (Hall, Schmidt & Wood, 1999). The inappropriate behavior with the patients including abuse, inadequate safety and safeguards, and below standard treatment and support service would severely endanger the health of the care seekers and they would not be provided with adequate care. The hygiene and communication strategy would also highly impact the care seekers, stakeholders and their families in terms of providing proper information and delivering adequate service to the care seekers that fulfills their requirement. Therefore, the poor practices followed by Wiltshire would impact stakeholders, care seekers and their families adversely (FOLLAND, 2017).

LO 2

(2.1) Explain the standards that exist in health and social care for measuring quality

In order to quantify and understand the quality of services at Wiltshire, different types of services are implemented which include ISO 9000/14000, GMP (Good Manufacturing Practices), TL 9000, Federal Standard 1037C, AS 9000, BS 5400, PS 9000, etc. These standards are highly essential in helping the patients of Wiltshire in understanding the quality of services offered at Wiltshire and these standards assure the patients and care seekers about the quality, competence and assurance of the services to the patients or care seekers. These standards have enabled the care seekers and also health and social care professionals identify the level of quality at various placed in the world and also reallocate technologies in the developing counties (Moullin, 2002). The standards can be explained as follows: –

GMP

GMP requires safety standards and quality infrastructure and equipment to reduce any deficiency any service and provide effective service to the patients. GMP also ensures that the services provided by the organisation are safe and the organization have adhered to the safety rules and regulations along with provisions of cleanliness, safety equipment, objection clarification, etc. while providing the services (Steinborn and Steinborn, 2004).

ISO

ISO Standards ensure safeguarding the rights and interest of the care seekers and the standard ensures that the care seekers or the patients get satisfaction from the services or they recover fully due to the services availed from the organization. ISO Standards certify that the patients or care seekers get value for money and get quality services in return (Hoyle, 2009).

PS 9000

The PS 9000 standard certify quality regarding telecommunications and it ensures that organization like Wiltshire provide best quality health care services to the care seekers and patients. The standard ensures that the organization take suitable care regarding their patients and the patients receive best quality services, medicines and care in return (Oakland, 2014).

TL 9000

TL 9000 also certify telecommunications quality which ensure that the organization has covered wide variety and range with excellence in service such no patient is deprived (Kempf, 2001).

BS 5400

BS 5400 is a British Standard which has been established to certify designs or built in relation to quality and standards of steel, bridges and concrete. Therefore, BS 5400 certifies the quality of the infrastructure and the construction of the organization like Wiltshire (Brown and Iles, 2000).

Care Act 2014:

The Care Act 2014 is one of the prominent legislations affecting the health and social care, which has been enacted by the UK Parliament. The act was formed to make alterations in the existing legislation prevalent in UK that focuses upon the health and social care segment. The Act has highlighted certain major alterations in the existing legislation, which makes it mandatory for the local councils to look after the wellbeing of the care givers, the provisions of Human Rights Act 1998 will be applicable to a care seeker, who is in receipt of care services offered by a regulated care giver, the council will be obliged to provide care funding advice to care seekers, moreover, this Act also focuses upon provision of guidance to vulnerable adults.

(2.2) Evaluate different approaches to implementing quality systems

In relation to the health and social care systems, organisations like Wiltshire, which are engaged in the health and social care must implement few quality parameters and standards in the health and social care development process. Wiltshire desires to provide best service to the care seekers and the quality parameters and standards would handle the quality process entirely. The health and social care professionals should focus or concentrate on different aspects of healthcare and ensure proper understanding of their roles and responsibilities in order to provide effective care services. The aspects for which approaches have been identified are as follows: –

Communication

In relation to Wiltshire, sharing of information with different persons is required to provide effective services. However, there are certain constraints which the healthcare professionals must know and follow and they must speak properly to others. The communication with all stakeholders must be undertaken effectively and suitability must be observed. The organization should seek feedback from the patients which would enable the organization to know about the improvement in services required (Kunst and Lemmink, 1997).

Coordination and Planning

Coordination and planning involve being aware about the needs of the market and the customers. In this relation, the organizational head of Wiltshire should undertake planning and coordinate with the healthcare professionals in the organization to accomplish the objectives of the organisation.

Roles and Responsibilities

The quality of the services is based on training and performance of the service providers and Wiltshire needs to coordinate with the health care professionals in the organization in effectively carrying out their roles and responsibilities and help them in efficiently discharging their performance (Kunst and Lemmink, 1997).

Monitoring and Evaluation

In terms of monitoring and evaluation, the activities of Wiltshire are monitored and verified by the Authority and any deviation in planning and parameters can be undertaken by the Authorities for development, growth and betterment of the organization.

The aforementioned approaches have been undertaken for the development and efficient output for the care seekers at Wiltshire (Kunst and Lemmink, 1997).

(2.3) Analyse potential barriers to delivery of quality health and social care services

There are various aspects which may be considered to be barriers while delivering quality services to the care seekers. These aspects may generate challenges for the health care professionals delivering services to the care seekers. Primarily, the information regarding the person desiring to be appointed is received along with his intention to work in the organization. The organization thereafter determines the priority of the candidate in terms of fulfilling responsibilities or earning money. In the event the organization is certain that the candidate desires to provide care to patients over self-interest then that person would be indulged in training. The professionals and care providers who indulge in fulfilling self-interest and give priority to earning money act as a barrier to providing quality health care services. These persons can create barrier in providing quality service since such persons are more concerned about earning money over providing services (Haugen and Musser, 2012).

LO 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

Wiltshire may provide suitable services and accomplish effectiveness in delivering healthcare services by adhering to the framework. The effective policies are implemented by way of suitable trial and error method and it is important for the health care services to implement improved systems within the organization as per the assigned frameworks and procedures. These frameworks and procedures are accessible to each healthcare professionals of the organization since it improves the knowledge and capability of the healthcare professionals. It is essential that the policies and framework concentrate on the innovation and development with effective management process which can assist in reaping efficiency and optimum utilisation of resources (Dlugacz, 2017). This will also assist in decreasing errors which have taken place in the organization and in this regard feedbacks and information from the customer are important for accomplishing higher quality and management processes in terms of the prevailing legislation. In order to develop service quality, it is essential that the manager searches efficient ways which will reduce errors and restrict outflow of cash. Survey of different stakeholders can also be an effective way to improve the services of the organization and survey would assist in comprehending the needs of the stakeholders and in turn develop improved business processes. Therefore, it is essential to handle frameworks and policies frequently and effectively bring amendments therein (Dlugacz, 2017).

(3.2) Analyse other factors that influence the achievement of quality in the health and social care service

In relation to Wiltshire, different aspects encourage achieving quality and these aspects inspire the external organization to implement systems and frameworks that deliver higher quality and fulfil the requirement of the organization as well as the employees. The external organization are significant in achieving the quality standard by encouraging the health care professionals in different ways. The external organization act as a yardstick for the employees and the organization which needs to be verified regularly and, in this regard, the external organisationhelps the professionals through seminars and workshops and provides them with larger range of learning regarding he services that are required to be delivered to the patients or care seekers. Implementation of quality system in the organization is important for accomplishing improved quality system which will act as a benchmark for suitable operation within the organization. The quality system comprises policies which will be adhered like any legislation and the same would eventually fulfil the requirement of the patients. Hence, it is significant to encourage the employees for adopting the systems to accomplish improved results (Dlugacz, 2017).

(3.3) Suggest ways in which the health and social care service could improve its quality

Wiltshire, as an organization must implement different methods and changes in various aspects of the organization.  The organisation must understand the perception of different stakeholdersand fulfil their requirement. Wiltshire can implement different methods which ae adopted by other organisations and comprehend by way of trial and error method. Wiltshire can develop its quality and health care services by implementing the views of the care seekers and patients. In order to improve the quality of the services, the organization can also analyse data. The care seekers may provide positive as well as negative comments but the organisation should persistently contribute efforts towards development of quality of services which would eventually result in achieving best and quality service to the patients and care seekers (Martin and Henderson, 2001). Therefore, it is essential for Wiltshire to improve its quality and adopt quality system with effective framework and processes within the organization.

  • Communication
  • Training and development of professional
  • Observation
  • Use of technology

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LO 4

(4.1)Evaluate methods for evaluating health and social care service quality with regard to external and internal perspectives

The quality for Wiltshire can be evaluated through various methods and marketing can be primary method of assessment. Marketing depends on the requirement of the care seekers and thereafter service marketing helps in comprehending the entire parameter and the nature as well as the quality of services that are utilised in service marketing. The assessment of the quality of service provided at Wiltshire can be done through various judgements that has been undertaken by the organisation. There are various internal factors that impacts the quality of service at Wiltshire such as cost, employee behaviour, employee turnover, among other things. These internal factors can be seen in different aspects of operations of Wiltshire and the way the organisation provides service to its care seekers and patients. These aspects can also be related to the physical environment and the requirement of the customers can be identified from it (Martin and Henderson, 2001). The external judgements to assess the quality to the service can be done from the review of the patients and care seekers in terms of fulfilling their requirement. Both these internal and external factors must be focused by Wiltshire.

The evaluation of the service quality can be done by: –

  • Survey
  • Observations
  • Interviews or interactions
  • Focus group

(4.2) discuss the impact that involving a user of services in the evaluation process has on service quality.

It can be said that, the approach of involving the care seekers in the process of assessment can have both favourable as well as adverse effect upon the quality of services provided by Wiltshire health care setting.

Wiltshire considers working in collaboration as a one of the primary objectives of the process of assessing quality of services. Wiltshire takes into account the importance of the quality of care provided to the care seeker and this constitute the primary goal of the organisation. The approach of the organisation also focuses upon the various components of evaluation of service quality, within the health care setting, which are associated with equity, accessibility as well as efficiency of the care services provided to the care seekers. It requires a broader view concerning the relationship existent between the service users and care workers, for the purpose of getting a proper understanding regarding the quality of health and social care services extended to the service users (Ellis and Whittington, 1998).

Failure to involve the service users in the process of provision of services can potentially affect the quality of operations and services provided by the setting. If it is found that, the health care concern is functioning independently, it will be difficult to acquire access to quality health and social care services. They are different forms of services users belonging to different backgrounds and their involvement will encourage creativity and help in developing new ideas that will support the process of enhancing the quality of services provided (Ellis and Whittington, 1998).

Different health and social care settings are continuously striving to generate new ideas and knowledge for the service providers, in order to improve the skills. Moreover, new changes have also been applied by different health care settings, which are service user oriented. Feedbacks relating to service quality can be generated from the service users, which can be used for the purpose of developing new strategies to improve health care service quality. The information concerning the requirements of the various service users can be used for the purpose of developing new quality standard for the concern. These approaches will help in improving the overall quality of services offered by the organisation. However, this process will be time consuming for the management to improve the quality of services offered by the organisation (Ellis and Whittington, 1998).

References

Ashcroft, R., Dawson, A., Draper, H. and McMillan, J. (2007). Principles of Health Care Ethics. New York, NY: John Wiley & Sons.

Barratt, C. (2000). Intermediate health & social care. Oxford: Oxford University Press.

Brown, C. and Iles, D. (2000). Commentary on BS 5400-3: 2000. Ascot: Steel Construction Institute.

Dlugacz, Y. (2017). Introduction to health care quality. Hoboken, New Jersey: John Wiley & Sons, Inc.

Ellis, R. and Whittington, D. (1998). Quality assurance in social care. London: Arnold.

Fisher, A. (2005). Health & social care. Oxford: Heinemann.

FOLLAND, S. (2017). ECONOMICS OF HEALTH AND HEALTH CARE. [Place of publication not identified]: TAYLOR & FRANCIS.

Hall, J., Schmidt, G., & Wood, L. (1999). Principles of critical care. New York: McGraw-Hill, Health Professions Division.

Haugen, D. and Musser, S. (2012). Health care. Farmington Hills, MI: Greenhaven Press.

Hoyle, D. (2009). ISO 9000 quality systems handbook. Amsterdam: Butterworth-Heinemann.

Kempf, M. (2001). The TL 9000 guide for auditors. Milwaukee, Wis.: ASQ Quality Press.

Kunst, P. and Lemmink, J. (1997). Managing service quality. London: Chapman.

Martin, V. and Henderson, E. (2001). Managing in health and social care. London: Routledge.

Moullin, M. (2002). Delivering excellence in health and social care. Buckingham: Open University Press.

Oakland, J. (2014). Total Quality Management and Operational Excellence. Hoboken: Taylor and Francis.

Steinborn, L. and Steinborn, L. (2004). GMP. Boca Raton, USA: CRC Press.

Stretch, B. (2007). Health & social care. Oxford: Heinemann.

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