Managing Quality

Sample report on Managing Quality

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Introduction to Managing Quality

Appropriate management of quality at the time of providing health care service to different patient is one of the major requirements of health and social care organizations. But, maintenance and improvement in service quality if crucial task for hsc (fornaciari and callens, 2012). The current research report is based on managing quality in health and social care organizations. It shed lights on the case related to the infection diseases methicillin-resistant staphylococcus aureus (mrsa). In addition, study will focus on nhs which also deal with these types of diseases. Research includes the perspectives of different stakeholder towards the service quality. It will also describe the different strategies for achieving the high service quality. Including this, there are different policies and procedures which can affect the quality of health and social care organization and services which are also described in the current report. Along with this, different methodologies for evaluating health and social care service quality are also describing in the following paragraphs of the report.

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Task 1

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

According to the given case, local health and social care organization is associated with the different stakeholders and they have their own perspective towards the quality of services. Major stakeholders of health and social care are service users, health care professionals and care commissioners. As per the given case, service users are facing the infection problem due to the sharing food and accommodation (boylan, 2008). As per the perspective of patients, quality of the services can be declined due to the improper care, inappropriate cleaning facilities, unavailability of resources, etc. Service users require high quality services for reducing the negative impact of the infection diseases mrsa. According to the care commissioner’s perspective quality of the services of hsc must fulfill all quality standards which will help in resolving the different health issues of various service users. According to the staff or health care professionals nhs provides best quality services to their patients but infection diseases reflect that all professional has not provided appropriate service quality to every patient. Therefore, got providing appropriate quality services organization should make arrangement of training and development of every staff member

1.2 Analyses of the role of external agencies in setting standards for quality in health and social care

There are different external agencies and regulatory authorities which play very important role in developing standards for quality in nhs. Major agencies include nice (national institute for clinical excellence), coq and health service commission, etc. Care quality commission plays very significant role in setting quality standards for nhs (healy, 2011). Cqc helps in developing and inspecting the fundamental standards of care for health and social care organization for reducing the negative impacts of infection. These standards also focuses on the different areas for examples, food and drink, staffing and health and social care workers, safety of patient, cleanliness of premise and equipment’s. For attaining all the standards of cqc, nhs needs to develop appropriate plan of maintaining clean and safe environment of patient. Along with this, nice play important role in setting priority standard for health and social care organizations. As per these standards, nhs needs to provide all required services to all patients with the best evidence and practices (herring, 2013). Including this, major role of health service commissioners is taking actions against different complains about the service providers. It also help in improving the quality of the services of nhs. Along with this, actions of this agency also help in improving the overall quality of health services of different health care organizations.

1.3 Assessment of the impact of poor service quality on the stakeholders

As per the given case scenario, spread of infectious diseases methicillin-resistant staphylococcus aureus (mrsa) affect the health conditions of individuals. At the same time poor quality services of nhs may have impact on different stakeholders in negative manner. It can affect the physical and mental health conditions of different service users or patients. In this infection major need of patient is hygiene and patient safety but, poor quality services cannot provide appropriate safety to every patients which increases the health risk for every service users. As per the given case, this infection diseases can affect the health conditions of elderly patient. So, poor quality services can raise the social issues in nhs regarding the care of elderly patients. Similarly, poor quality services of nhs has reflected in disciplinary actions of all health care professionals (fillerup, 2007). It can create question mark on skills, knowledge and capabilities of every professionals. Therefore, poor quality services of nhs have negative impacts on all stakeholder of nhs.

Task 2

2.1 Explanation of standards for measuring quality that exist in residential care facilities

Different standards can be used in existing residential care facilities for measuring quality. These are;

National occupational standards (NOS)

These standards give a detailed account about the skill set, understanding and knowledge that is to be possessed by health car staff for carrying out a particular task. These thus aid in measuring the overall quality to be processed in residential care settings. The National occupational standards further present a set of Key activities that can act as a major tool to improve their performance

NHS performance framework

This framework assists in the organization about the criteria that is used for performance assessment. Irv further provides data to health authorities about what is meant by poor quality abs how to deal with the same. The framework is inclusive of 5 areas being transparency, consistency, proactivity, proportionate and recovery focused (Øvretveit, 2000). These principles thus act as a major guideline for measuring quality in residential care facilities.

Skills for care

This is regarded as development body that aids in addressing the social care practiced followed in England. It further aids in measuring quality of services. The development body further makes sure that staff members have got the presence of right set of skills and values by which they can deliver high quality care

Standards of Proficiency for Social Workers

These standards have led to setting up of areas so that safe and effective practice can be ensured within health care profession. They are regarded as threshold for protecting the service users who visit the residential home. These proficient standards are a must to be met by staff members. Proper using of these standards can ensure that residential care facility is effectively able to measure the quality of service and compare it both the benchmarks. Loopholes can then be worked upon.

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2.2 Evaluation of different approaches for implementing quality systems

There can be use of many approaches by which proper quality systems can be implemented in the organization. These are as follows;,

Setting targets

It is very essential for management team at NHS to set targets. It can aid in implementing quality systems. This is likely to bring a substantial improvement in quality residential care setting of NHS.


Effective monitoring of quality systems can be done by making use of cameras, video recording etc. In this regard, a senior nurse can be appointed that may assist in monitoring through cameras. Recording can be taken with respect to whether hand washing is being practiced or not, floor cleaning is being done as well as how often equipment’s are being washed after usage. The action can be taken against those who are not adhering with the above mentioned practices.

Training session

This can be regarded as a major approach that can assist in implementing quality systems within residential care setting of NHS. Trainers can be appointed who can reveal about importance of quality (Büyüközkan, Çifçi and Güleryüz, 2011). They can further take activities within premises so that quality can be maintained. Presentations can be taken by them followed by disturbing pamphlets with respect to how hygiene and quality can be maintained. This will aid in communicating about importance of quality culture and make staff adhere with quality

Providing adequate resources

Quality systems can only implemented when the staff members have been provided with adequate resources. These include hand washing equipment’s, masks etc. Other than that separate and isolated eating areas must be made for patients who are suffering from infectious disease.

Commitment to Quality

The Company can make Commitment to Quality as its mission. This can help in delivery of safe, cost-effective care. It may further led to launch of initiative so as to increase quality, control and productivity. Initiatives in the areas of patient safety, medical staff governance as well as practices of nursing can be launched. It can lead to addressing of issues related to patient safety and reporting, as well as nursing excellence and patient throughput.

2.3 Analyzing potential barriers to delivery of quality care

There is a presence of many barriers that may affect the overall quality in health and social care services. These are;

Lack of resources

There are instances when the facility may face lack of resources in form of masks, hand washing gels, towels etc. An absent of huge rush during festive season is also a cause of concern. Other than that lack of finances can e dot non recruitment of staff as well as purchase?


This section plays a crucial role so as to deliver proper care. Hence, communication of information must be done on right time so as not to hinder the quality. Urgency of situation must be made aware to all so that proper step can be taken by every staff member. It can also be assessed that none maintain of supportive and friendly culture may led to barrier in communication. His may ultimately affect the overall quality being practiced in company.

Lack of proper training

It can further be a key reason by which quality care cannot be provided by staff members. There is a possibility that new recruits may face issues with respect to adhering with quality standards. Hence training can asset in rectifying the given issue.

Huge inflow of patients as well as work load

This may make it difficult for care workers to adhere with the quality standards. They may tend to forget washing hands as well as equipment’s.

Task 3

3.1 Evaluation of the effectiveness of systems, policies and procedures

There are different system, policies and procedures which can improve the service quality of NHS. Evaluation of the effectiveness of these is described as under:

Clinical governance is a major system which focuses on the continuous improvement in the service quality of different health care services of NHS. Therefore, it is helpful for maintaining high quality strand tads for residential care services and settings. Therefore, it is helpful for achieving the high quality standards for providing service to every patient (Eriksson, 2012).

ISO9000 is one of the major quality standard for health and social care organizations. It focuses on the high quality of services by hard work, good planning and continuous improvement. So, it is very effective for improving the documentation and records of all patients of NHS. Along with this, it is also helpful for proving best services to every patients as per their needs and requirements of health conditions (Tasman, 2008). It is also very effective for saving cost and improving productivity of NHS.

National government of UK has introduced different policies for improving the quality of services of health care organizations. These policies are very effective for maintaining quality of services for residential and nursing care. Along with this, all these policies also focuses on the safety and security of service users and maintaining of the favorable environment for patients and professionals (Willis, 2013). Overall, different policies help in managing high quality of different types of health services.

3.2 Analysis of the factors that can influence the achievement of quality

Availability of resources is one of the major factor which can influence the service quality of health services of NHS. If organization has appropriate resources for providing different services to patients then it can maintaining high quality standards. But, lack of resources can re4duce the quality standards of health care services.
Capability of professional in terms of Skills, knowledge and competencies of different health care professional can also affect the service quality. Experienced and skilled professional can maintain and achieve all quality standards (Collins, 2009). But, lack of training and capabilities can create problem in providing qualitative services to all patients.
Health care professional can determine the needs and requirements of patients by making communication with them which will help in providing qualitative services. But, poor communication with patient will lead inappropriate identification of requirements of service users which can harm the quality standards also

3.3 Ways by which the health and social care service could improve quality

Implementing quality standards

NHS should follow all quality standards, policies and systems which have developed by different authorized health and social care agencies (Fillerup, 2007). This implementation will help in maintaining high quality standards in health care services.

Training and development of staff

Using this way NHS can improve skills, knowledge and capabilities of every health professional which will help in managing quality of services at the time of providing service to different patients


As per the given case, organization is suffering from the infection diseases. So, company needs to develop a standard guideline for providing service to different patients. It will help in maintaining quality standards.

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Task 4

4.1 Evaluation of the methods for evaluating health and social care service quality with regard to external and internal perspectives

For evaluating the service quality in NHS, SERVQUAL method has been chosen. This is a quality management framework. The main components o high quality service are highlighted by it. ServQual is based on five dimensions which define the quality of service. These are reliability, assurance, responsiveness, empathy and tangibles.

The method can be applied to the issues in the case study facility NHS. It is facing the issue of spread of infectious diseases. With the help of five dimensions of Servqual, various areas of service of the residential home can be evaluated. This will comprise of finding out the reliability, assurance, responsiveness of service. A questionnaire can be prepared for this. It will be based on evaluating the quality of care service in different areas of the residential home. Following it, the management can be asked to fill the questionnaire. Therefore, gap can be determined in the dimensions which could not fulfilled by the residential home while providing service.

The case study facility suffers from various problems related to quality. These are sharing of accommodation and eating areas, lack of isolation wards for infected residents, lack of hand hygiene and awareness regarding prevention of infection. Possible strategies and solutions for improving service would include placing infected patients in separate isolation wards. The eating places should also be separate for healthy and infected individuals. Along with that, good hand hygiene practices should be implemented. The service users can be involved in the problem solving effort through various methods. These include questionnaire and discussion sessions.

4.2 Impact that involving users of services in the evaluation process has on service quality

There are various strengths of ServQual method. It assists in understanding the perceptions of service users about their service needs and expectations. It is beneficial for providing appropriate services to service users. Along with this, it also helps in determining the perception of the healthcare staff at the facility. Further, it helps in gap analysis and thus leads to improvements in the service. Overall, ServQual method is effective for maintaining hihgh quality services in health and social care perspective. But, on the other hand, the method also suffers from some limitations. It lacks reliability and validity. Also, ServQual method in not based on an established economic or statistical theory. All these limitations can affect the total quality of the health care services of the organization but different health care companies use appropriate precautions and strategies for managing these limitations and improving quality of HSC practices and services.


It can be coincided that stakeholders often possess different perspectives towards quality to be maintained within health and social are setting. Hence the need on art of NHS management is to take into consideration all the areas before ensuring for quality. In the same way, external agencies have further got a crucial role to play in maintain the overall quality. Poor quality is likely to increase patient inflow and affect the health status of entire nation. However, it is further true that quality achievement has further got a presence of many barriers such as lack of resources, proper training huge inflow of patients among others. The need is to implement proper quality mechanisms so as to make the nation a healthy one.


  • Bindman, A. B., Chen, A. and Fraser, J. S., 2009. Healthcare reform with a safety net: lessons from San Francisco. The American journal of managed care. .
  • Boylan, M., 2008. International Public Health Policy and Ethics. Springer Science & Business Media.
  • Büyüközkan, G., Çifçi, G., and Güleryüz, S., 2011. Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications,
  • Collins, S., 2009. Health and Safety: A Workbook for Social Care Workers. Jessica Kingsley Publishers.
  • Daly, M., 2012. Making policy for care: experience in Europe and its implications in Asia. International Journal of Sociology and Social Policy.
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