Table of Contents
1.1 Explain the perspectives that stakeholders connected with the health and social care organization can have regarding quality.
The perspective of stakeholders.
1.2 Analyse the role of external agencies in setting standards.
1.3. The impact of poor service quality on health and social care stakeholders.
2.1 Explain the standards that exist in health and social care for measuring quality.
2.2 Evaluate different approaches to implementing quality systems.
2.3 Analyse potential barriers to the delivery of quality health and social care services.
3.1 Evaluate the effectiveness of systems, policies and procedures used in the health and social care setting in achieving quality in the service(s) offered.
3.2 Analyse another factor (s) that influence the achievement of quality in the health and social care service
3.3 Suggest ways in which the health and social care facility could improve quality.
The quality of the health and social care sector depends on different perspectives and contexts. Most importantly, the quality in the health and social care sector depends on the ideas, opinions, and preferences of stakeholders. This paper focuses on the stakeholder perspectives to understanding their needs and expectations to improve the quality of service. Different bodies are considered as the business’s stakeholders such as the government, local residents, patients, staff in the health and social care sector. However, it is a very challenging issue to analyze, evaluate, and assess the service quality of the health and care sector. This is because health and social care provisions have a significant impact on the health and care system. This paper focuses on these issues.
1.1 Explain perspectives that stakeholders connected with the health and social care organization can have regarding quality
Quality has a practical understanding of the superiority or non-inferiority of products in the business. It is described as a strength for the function of quality. Quality is conditional, perceptual as well as subjective feature and can be known in a different way by several people (Burton, 2015). Customers can concentrate on product or service quality features and how it contrasts with the competitor’s indifferent marketplace. Manufacturers may observe the quality confirmation of the amount to which that service or product is manufactured properly (Torrington, 2015).
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Quality management not only emphasizes product quality through the approaches in order to achieve it. Quality improvement, quality control and quality assurance are three key elements of management of quality (Torrington, 2015).
Perspective of stakeholders
Service user perspective: quality is described as a strength for designed consumption from a user-based perspective. Customers have several wants, needs and desires, therefore, differentiate values of quality. The user-based perspective did not eliminate the quality manufactured because of a planned purpose but recommend an outline for it (Torrington, 2015). This is most famous with the customer in the marketing field that believes that quality exists in the observer mind or the product user before the producer who locates the product standards (Payne, 2015).
The perspective of staff: Widespread work has been emphasized on analyzing and developing several quality measures and performance in the health services. Therefore lesser has been available on how users access and understand the quality and performance of health care services. This assignment shows how the staff of health service assesses and understands their individual activity and everyday work quality (Torrington, 2015). Questioning staff how they understood they were performing better work, it discovered behaviors, values, and motivations of employees connecting to healthcare activity. The assignment describes how staff views of performance and quality are frequently based on several logics to quality and performance dominant notions fixed in recent strategy (Payne, 2015).
The perspective of service providers: Good providers always want to satisfy their customers. Therefore, providers evaluate the effectiveness of intervention and treatment focusing on scientific evidence, ethical guidelines, and least side effects (Payne, 2015). To ensure the quality of service and infectious diseases, the service providers must have professional excellence, efficiency, and concerns about service users and patients.
Commissioners: the commissioners have high interests in the number of service users who receive services and the complaints of service users. Then, this body is concern about the cost-per episode of treatment, and information related to quality (Payne, 2015).
The general public and local residents: these stakeholders always look for fairness and equity and value for money from the service providers. In addition, they look for available information about health and services. (Payne, 2015)
1.1 Analyse the role of external agencies in setting standards
There is a number of external agencies that play a significant role in setting standards in the health and social care sector. Firstly, NHS aims to maintain high quality, improving quality of care, upgrading quality, access to high quality on a regular basis, ensure high quality at affordable prices (Payne, 2015). Then, the Care Quality Commission (QCC) is an independent regulator/body that sets standards for the health and care sector. This body monitor inspects, regulates, and encourages GPs, dental practices, care homes, and hospitals to ensure and improve the quality of health care services (Hughes and Ferrett, 2012).
The National Institute for Health and Care Excellence (NICE) provides quality standards, information services, national guides, and advice. The healthcare Commissioner Group (CCGs) set up and organize the delivery of NHS services in the UK. This body also works with healthcare professionals, patients, and in partnership with local authorities and local communities (Healy, 2011). This body establishes a quality committee to ensure quality services. The Local Authority assesses the needs of people in communities and social care services. This body also works with healthcare professionals, patients, and in partnership with local authorities and local communities. Local Government Association (LGA) works with local councils and helps the people to receive the best possible services from health providers (Payne, 2015).
1.3. The impact of poor service quality on health and social care stakeholders
Poor service quality impacts health and social care stakeholders in different ways. According to Payne (2015), poor services can damage the reputation, disrupt funding and dampen the spirit of the health service providers. Then, poor services can lead to a decline in user care that may affect the value of money…….