BOOK REPORT

Quality and Service Improvement

Executive Summary

It is necessary for medical students to have certain awareness about medical subjects. Quality is basically the grade of service provided by the company (Ahern et.al, 2013). It defines the swiftness of service and the way of providing services or gesture of the service provider. In health care organizations, it is necessary for health care organization to emphasis on quality of service because it may risk the life of patient. The agenda of service and quality improvement is related to policies, programs, guidelines, local bodies, some legislations, capabilities of assessment use by higher authorities of government in order to improve the service quality provided to the patients in social and health care sector. The quality of service provided by healthcare institutes of England is related to success of government (Barco et.al, 2013, pp. 159). That is the reason that the rules and regulation of improving quality improves every year in order to provide and ensure the service quality provided by healthcare institutes. In this part of report, author identified the steps of chosen organization and the requirement of quality assurance department like the policies, plans for quality improvement, it also includes Care Quality Commission doing ISA and CRB ensures on the viewpoint of organization's employees and creating different personalized Care Plans for users of service. This portion of paper consists of GAP analysis. This method is used to provide complete information about the necessities of healthcare organizations and its requirements. Most of the managers of the organization do not emphasis on quality of service and try to reduce the budget (Bos et.al, 2013, pp. 34). It is not a good practice, in other words the manager compromises the life of patients.



Report Background5

Introduction5

Quality and Service Development Agendas and its impact on Social and Health Care Institutes6

Dimensions of Quality6

Reliability6

Responsiveness6

Competence7

Access7

Courtesy7

Communications7

Credibility8

Security8

Individual Needs or Requirement8

Equipment/Physical Environment8

Expectations of User9

Patient Perspective9

Quality in the Public Sector9

History of NHS10

Services for Patients12

NHS Community Care Act12

Quality Improvement Agenda and Labour Government13

Modern NHS14

Plan of NHS14

Act of Parliament 200015

Act of Parliament 200315

Act of 200816

Act of 201216

Response of Organization17

Maxwell - Quality in the NHS17

Equity17

Access to Services18

Relevance to need (for whole community)18

Efficiency18

Social Acceptability19

Effectiveness19

Analysis of Service Quality issue with the help of Theories and Models Quality Model19

Preventative Model19

Gap Analysis21

Conclusion25

References26

Quality and Service Improvement

Report Background

The author of this book report is a student, studying the subjects of health. Most of the healthcare institutes offer some internship programs for their students. The author of this book works as support member of staff with a Health Care organization in London. This organization is linked with various other institutes of London (Brennan et.al, 2013, pp. 20). NHS (National Health Service) is a health care organization. It provides a number of services related to health. It is approximately one thousand employees, in their regional office. This organization is a member of UKHCA and CQC.

Introduction

Quality defines the excellence of products in tangible items. In case of service, it is define as the grade of service provided by the ...