HEALTH AND SOCIAL CARE

Managing Quality in Health and Social Care

Introduction3

Section 13

Perspectives that Stakeholders have Regarding Quality3

The Impact of Poor Service Quality on Stakeholders3

The Role of External Agencies in Setting Standards4

Section 24

Analyze Potential Barriers to Delivery of Quality Service4

Evaluate Different Approaches to Implementing Quality Systems5

Standards that Exist for Measuring Quality at the Royal United Hospital5

Section 36

Factors that Influence the Achievement of Quality6

Evaluate the Effectiveness of Systems, Policies and Procedures used in Achieving Quality6

Suggest ways in which quality could improve at the Royal United Hospital7

Section 47

Methods for Evaluating Health and Social Care Service7

Involving Users of Services in Evaluation Process7

References9

Managing Quality in Health and Social Care

Introduction

This report is designed to evaluate the management of service quality in health and social care, particularly in the case of Royal United Hospital Bath NHS Trust (RUH). RUH offers acute treatment and care for the population of around 500,000 people in Bath, and also in the neighborhood villages and towns in Western Wiltshire and East Somerset. In 2013, the Care Quality Commission carried out an inspection at RUH for checking whether this hospital is meeting the essential standards related different areas and what are the essential areas of improvement. CQC “Care Quality Commission” gave a formal warning to RUH for making immediate improvements in its last standard of 'Records' (CQC, 2014). As RUH have to make sure that it should keep the records of patients in a way that can guard people from dangers of inappropriate and unsafe treatment. This report will present how such non compliance of standards impacts on patient's health and other stakeholder's position and how RUH can manage its health and social care quality.

Section 1

Perspectives that Stakeholders have Regarding Quality

The idea of quality varies on every stakeholder's perspective, as all contain different views, opinions, and philosophies about health care quality. The stakeholders of the hospital can be service users, strategic health authorities, primary care trusts, social services departments or practitioners, charities, action groups, practitioners, their relatives and carers.

It has been observed that service user or patients expect to be treated in a satisfying and milder way. They want to be looked after and also expect to be listened by nurses. Patients will consider quality in terms of personal satisfaction and the outcomes of care, such as mortality, recovery, and functional status. Moreover, they will also find quality in the physicians' efforts.

The statutory stakeholders will see quality in terms of excellent annual report judgment and changes in the health care needs.

Moreover, the health care professionals will consider quality in terms of technical excellence with which the interaction of patient and provider is attributed. They might employ different service quality scale such as Servqual for presenting quality ratio (Arah, 2003).

The Impact of Poor Service Quality on Stakeholders

The health of service users greatly impacted by poor service quality as it can lead their life in danger. Poor service quality can even worst patient's illness on higher extent and can lead them to change their care providers (Sussex, ...