Unit 3 Quality in health and social care Assignment

Program	Diploma in Health and Social Care
Unit Number and Title	Unit 3 Quality in health and social care assignment
QFC Level	Level 4

 

Introduction

Quality management is an important process in healthcare organisations that helps to maintain effectiveness in terms of products and offering of services to users. Quality management ensures safety and consideration of factors that are essential for dealing with different situations. The Quality in Health and Social Care assignment will explain the perspective that stakeholders connected with the health and social care organisation and assess the impact of poor service quality on stakeholders. For that, the report will refer to the case of infectious disease and local authority facilities in West London that offer standard care services for large numbers of clients. In the next task, the report will explain the standards that exist in health care for measuring quality and evaluate the different approaches for implementing different quality systems. Moreover, the report will evaluate the effectiveness of systems that are used and followed at NHS and their role in achieving quality services. In the end, it will suggest ways to improve the quality of social care services and effectiveness.

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Task 1 

1.1 Perspective that stakeholders connected with health care regarding quality

There are various stakeholders involved in the process of managing and defining the quality of health and social care services.  According to a given scenario, there has recently been the spread of infectious diseases, suspected to be linked to Methicillin-Resistant Staphylococcus Aureus (MRSA), within the facility where you work for the care of elderly residents. A large number of the clients, many of whom are susceptible to infection, share eating and living accommodations that hurt the health of the population in West London. Infections constitute a major cause of illness among care home residents which often increase hospital admission rate. The following are key stakeholders that contribute to quality improvement and management:

• Services users - For healthcare organisations, service users would be like residents of clients. The top management of health care services maintains the services according to the needs of the particular target groups. In the current scenario, consideration of quality standards is essential for organisations to meet the objectives of service users. Infectious diseases like MRSA are affecting the health of people the most. Now, it is the responsibility of healthcare organisations to deal with the level of satisfaction by offering quality services according to the needs of the service users (Ender, 2010). Quality in services not only involves the offering of medicines and use of equipment but also considers the cleanness and privacy of information about the individual services users.

• Care workers - According to analysis, it is been identified that care workers of health and social care organisations are playing an important role in developing and offering quality services. For managing the resources and delivery of on-time services to patients, care workers are key stakeholders. The role of staff members is to follow the guidelines and needs of the clients to develop and offer services that would encourage the brand value of the organisation and help to meet the satisfaction level of patients (Glasby, 2012). These involve safety and equality for managing and offering care services.

• Government - The organisations that are operating their business in the healthcare sector require the support of government agencies and authorities for managing the functional activities to maintain effectiveness. As per the analysis, it is been considered that the government has a significant role in the improvement and monitoring of services according to quality standards. The government of London is developing guidelines for health care services quality as well use of resources to meet the objectives.

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1.2 Role of External Agencies in Setting the Standards for Quality in Healthcare Care Services

Various agencies and authorities analyse the conditions and needs of patients in the changing environment. For organisations in the healthcare sector, it is important to follow the standard and quality benchmarks to meet the satisfaction level of patients and maintain sustainable growth in the business. In the UK many agencies evaluate and develop the standard for quality in services like offering information, maintaining a healthy environment, and effectiveness of products used for medical services. Business of NHS is one of the leading healthcare agencies in the UK that defines the standard of quality health services (McKeeargue, 2010). The public and private healthcare organisations are maintaining the quality of services according to a proposed standard of NHS. In addition to this, the Institute of Rural Health Care Services is also having a significant impact on health care services.

These organisations are conducting surveys and collecting feedback from the local population about the healthcare care services and analysing the follow-up of standards in the healthcare organisation (Naidoo and Wills, 2015). Apart from that these agencies have developed the documentation for planning the activities that also have a positive impact on setting the standard in health care services and craft improvement.

 

1.3 Impact of poor healthcare care services quality on the stakeholder-connected

The key stakeholders are majorly responsible for managing the health care services and quality that would be standard. According to a given scenario, there has recently been the spread of infectious diseases, suspected to be linked to Methicillin-Resistant Staphylococcus Aureus (MRSA), within the facility where you work for the care of elderly residents. Large numbers of people are susceptible to infection by shared eating and living accommodation which is a clear case of poor health care services quality. The process and approach that healthcare organisations are following have having direct impact on stakeholder involvement (Payne, 2014). The major reasons behind the lack of poor quality health care services are lack of monitoring, offering the information to protect from disease and disability and optimum utilisation of resources for managing the standard. In addition to this, the lack of skilled human resources for managing the quality is another issue for poor health care services that influence the decision of the local population to use the services of West London health care services. Stakeholders like the government and employees need to take the initiative to encourage the quality and utilisation of services in personal and professional healthcare services.

 

Task 2

2.1 The standards that exist in health and social care for measuring quality, especially in residential care facilities

Every health and social care organisation includes separate standards which help in measuring the quality in the residential care facilities. These standards being followed by the care homes ensure the effective application of quality service practices such with the organisation. The standards are normally the levels of excellence which help an organisation to meet the desired quality levels (Lewis and West, 2014). According to the given scenario, it is required to set standards with the purpose of improving quality services in health care in West London. Some of the most important standards such as ISO 9000/14000, code of practices, CQC, standards by NMC, etc. indicate the assurances of the quality. It has been identified that these standards must be fulfilled by the health care which states different aspects to maintain the service qualities. The standards by the NMC or Nursing and Midwifery Council largely focus on the nurses who are employed in health care.

It is very important that nurses or midwives follow the codes of conduct of health care and must acquire the relevant skills and knowledge to fulfil the needs of a patient. The standards are been considered to be very crucial as they assist the service users with the right to demand quality services to be provided timely and effectively. It has even provided a strong base for health and social care and makes them establish assured quality services to the people specifically. In addition to this, the quality standards are been measured by evaluating and comparing the standards with the existing procedures of health care to identify the loopholes if any (Goetsch and Davis, 2014). The standards include various rights and duties of the customers as well as the care workers which makes them work towards fulfilment of the same and abide by the aspects effectively.

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2.2 Evaluate different approaches to implementing quality systems

To bring enhancement in the quality standards, it is very important to execute a quality system in health and social care. The quality system for the care home is been mainly included in the documents of the organisation and is been conveyed to all the stakeholders to ensure positive results.  It is very important that the management of health care is entirely focused on the standards and sets norms for the workforce to meet all the requirements of the care home (Carayon. et.al, 2014). The quality system in the health care home in West London requires to be implemented with effective practices and concerns over the systems. It is very important to ensure that the care workers must be able to meet all the norms and understand their roles and responsibilities so that to carry out their duties effectively. To implement quality standards in the care home, the management could make use of various approaches such as coordination and planning, effective communication, roles and responsibilities, monitoring and evaluation, etc.

These practices would help the authorities ensure an effective execution of the quality system in the care home and meet the desired levels of excellence in the services. In addition to this, the total quality management approach could also be used to establish a quality system in the care home. The Total quality management practices would help in meeting the demands and expectations of the patients and enhance the standards of the care home. Another approach which could be used to implement the quality system is making effective policies and procedures at the workplace which must be followed by the management as well as the staff members (Croft and Parish, 2013). The application of quality standards being followed by the care homes would ensure the effective execution of quality service practices such with the organisation. Implementation could even be made effective by providing the employees with enhanced training and development sessions to make them familiar with the procedures and ensure the fulfilment of the quality standards in the care services while providing the services users with protection and care.

 

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

To deliver quality services in the health and social care home, it has been found that there are several potential barriers which restrict the organisation to a great extent. In context to the current case, it has been observed that health care such as NHS faces various barriers like lack of financial resources which is been identified as a major issue for any organisation. The proper arrangements of equipment, funds, human resources, etc. are the major concerns for the care home and lacking the same would limit the management to a great extent (Van Boekel. et.al, 2013). Change resistance has also proved to be an obstacle in delivering quality services as the staff members would resist the changes being implemented within the organisation.

It has been found that in many of the cases, the staff members do not accept the changes effectively and thus avoid meeting the same. This could prove to be a barrier to delivering the desired quality services to the service users for the management of health and care homes. Additionally, cultural diversity or language barriers could also impact health and social care in delivering the desired levels of quality services to the service users. The legal and institutional barrier also acquires a potentiality of being in health care. This barrier mainly includes the lack of legal powers for executing any of the specific instruments or responsibilities which limits the organisational capabilities to serve the patients.

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Task 3 

3.1 Effectiveness of system, policies and procedure used in health care settings

There are various types of systems, policies and procedures in health care organisations NHS are followed to make the services up to the standard and maintain effectiveness. According to the national government of the UK, it is a basic right of the individual in the county to obtain standard health care services in both public and private health care settings. The important policies of organisations are to promote the quality of health care services in all geographical areas of the country as well as maintain the professional standard in the services. In addition to this, the organisation is supporting the regulations that have been proposed by EMTALA, CMS and the Council of Health and Social Care. Apart from that, the system that the NHS is following has a positive impact on the health care system of the nation as an organisation has proposed an outline for managing the operational activities and maintaining the practices according to the needs of the patients in different sectors (Purnell, 2012).

According to analysis, it is been considered that the system and policies that have been followed by the local and national health care organisations have a positive impact on the health care settings for achieving the quality and meeting the satisfaction lave of the patients. Furthermore, the organisation is looking to improve the services by conducting surveys and collecting feedback from the patients and care workers that will play an important role in the planning of new policies and making changes in the existing system to encourage quality.

 

3.2 Factors that are influencing the achievement of quality

The following are the key factors that have a significant influence on the achievement of quality healthcare services.

• Availability of resources: This is one of the major factors that have a significant impact on the process of achieving health care services. In the current scenario, natural resources are limited and the process of improvement in the quality of products and services demands more resources. Maintaining a high quality of services has a direct impact on the availability of resources (Shim, 2010).

• Size and services mix: To maintain the quality and effectiveness of services the size of the organisation and services mix planning has a significant influence. According to analysis, organisations like NHS and other private healthcare settings are providing services in both rural and urban locations but the lack of skilled healthcare staff is affecting the process of achieving quality in health care.

• Economic factors: For healthcare organisations, economic conduction plays a critical role in the planning of services and craft improvement in quality. The economic conditions are not so good for the UK and NHS which has a direct impact on the services provision and planning of the new services to meet the satisfaction level of service users. Forecasting and planning of services are essential to meet the quality objectives (Storey, 2016).

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3.3 Ways to improve quality in health care

To craft improvement in the health care service and products, the organisation could use follow recommendations:

• Analysis and evaluation of national development plan and policies for health care services to meet the objectives. For that collection of feedback and planning of the issue is important. Moreover, the public and private healthcare organisations are maintaining the quality of services according to the proposed standard of NHS.

• The national government needs to focus on consideration of private sector organisation to improve the quality as these organisations are utilising the resources more efficient manners. This kind of approach and system will help to meet the objectives of quality services.

• For improvement in the quality of health care services, online registration and follow-up would be another good option that will be cost and time-effective for both organisations and service users. By considering the rating and cost of services the patient would able to make decision making and draft their feedback for effectiveness of services.

 

Conclusion

From the above study, it can be considered that health care services are fundamental rights of the local population of any nation. The leading agencies are taking the initiative for planning and monitoring the approach of health and social care organisations to evaluate the quality and areas of lack. The report has explained the importance of stakeholders in the management of healthcare services and assessed the impact of poor services for healthcare organisations that are under consideration. Moreover, the report has explained the standard of health care services and discussed the potential barriers to the delivery of services. In the end, the report has evaluated the effectiveness of systems, policies and procedures to achieve the quality standard in health care services.  

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References

Book and journals 

Carayon, P., Wetterneck, T.B., Rivera-Rodriguez, A.J., Hundt, A.S., Hoonakker, P., Holden, R. and Gurses, A.P., 2014. Human factors systems approach to healthcare quality and patient safety. Applied ergonomics, 45(1), pp.14-25.
Croft, B. and Parish, S.L., 2013. Care integration in the Patient Protection and Affordable Care Act: Implications for behavioral health. Administration and Policy in Mental Health and Mental Health Services Research, 40(4), pp.258-263.
Glasby, J., 2012. Understanding health and social care. Policy Press.
Lewis, J. and West, A., 2014. Re-shaping social care services for older people in England: policy development and the problem of achieving ‘good care’. Journal of social policy, 43(01), pp.1-18.
McKeeargue, M., 2010. Budget crises, health, and social welfare programmes. Bmj, 341, p.77.
Naidoo, J. and Wills, J. eds., 2015. Health studies: an introduction. Palgrave Macmillan.
Payne, M., 2014. Modern social work theory. Palgrave Macmillan.
Purnell, L.D., 2012. Transcultural health care: A culturally competent approach. FA Davis.
Shim, J.K., 2010. Cultural health capital a theoretical approach to understanding health care interactions and the dynamics of unequal treatment. Journal of Health and Social Behavior, 51(1), pp.1-15.
Storey, J. ed., 2016. Leadership in Organizations: Current Issues and Key Trends. Routledge.
Van Boekel, L.C., Brouwers, E.P., Van Weeghel, J. and Garretsen, H.F., 2013. Stigma among health professionals towards patients with substance use disorders and its consequences for healthcare delivery: systematic review. Drug and Alcohol Dependence, 131(1), pp.23-35.
Wagstaff, A. and Lindelow, M., 2014. Are health shocks different? Evidence from a multishock survey in Laos. Health economics, 23(6), pp.706-718.