Unit 3 Quality management in the distribution of health and social care
The concept of quality is the main element we will focus on in our Unit 3 assignment report, Quality Management in Health and Social Care. We then discuss the perspectives of different healthcare stakeholders. We will also discuss the role of external agencies that can help set quality standards. The impact of poor service quality on organizations and patients should be discussed. We will also discuss different approaches to implementing quality systems in the context of home care services and barriers to implementing these approaches. After that, we need to discuss the effectiveness of systems and policies, and finally we will discuss methods of assessing the quality of health and social care from an external and internal perspective, and we will also discuss the implications of involving users in the assessment process in the report below.
1.1 Explain how health and social care stakeholders view quality.
The quality of health and social care varies from person to person. Older clients may not like the home care services that their family members or caregivers receive.
- Service seeker's perspective-Individuals seeking services from Royal United Hospital Bath NHS Trust have an opinion on the quality of the service. The quality of home care must meet the basic needs of the patient or user. But it is by no means intended to meet the basic needs or requirements of service seekers. On the other hand, if home care does not meet the patient's basic needs, it is important to analyze some of the reasons behind it (Janamian et al., 2014).
- Views of employees or employees -Customer service staff or we can say nursing staff and professionals have a responsibility and obligation to maintain the quality of Royal United Hospital Bath NHS Trust. This is only possible if the caregivers in the home are sufficiently motivated to perform these practices effectively. For this purpose, monetary and non-monetary incentives can be offered to home care workers.
- a technician's perspectiveThe efficient and effective operation of Royal United Hospital Bath NHS Trust also depends on its technical services. Total for this in home careQuality control(TQM) can be established, i.e. a system in which high quality standards are maintained by the entire workforce of the organization. In addition, functional quality of home care such as auditing, record keeping, monitoring and feedback from clients should also be documented, this will help in providing information etc.
- Perspective of a legal person——Other external bodies, such as the Central Quality Council (CQC), the Health Service Commissioner and the National Institute for Clinical Excellence, set standards for health and social care. These agencies can take action within their boundaries if standards are not met (Blake et al., 2015).
Examples include dressing, feeding and washing patients. All these activities require a greater focus on customers. This can only be achieved by increasing the collaborative approach to the work of Royal United Hospital Bath NHS Trust. This is also useful in the home care recipient setting (Janamian et al., 2014).
1.2 Analyze the role of external agencies in setting standards.
Two external bodies in health and social care could be the Care Quality Commission (CQC) and the National Institute for Clinical Excellence.
Care Quality Commission (CQC):It is a non-governmental agency in the United Kingdom. It sets standards in health and social care
- The CQC guarantees home care services and sets standards to ensure essential services are provided to Royal United Hospital Bath NHS Trust recipients.
- The CQC also regulates and monitors home services and social care.
- Ensuring the rights of vulnerable groups.
- Take action if hoes and welfare do not meet predetermined standards (Blake et al., 2015).
National Institute for Clinical Excellence:Advice to the National Health Service (NHS) in the United Kingdom. The role of NICS is described as follows −
- It develops guidance and, from time to time, gives advice to health and social services.
- It also sets standards for home care and social care services.
- NICE also forwards a wide range of information to healthcare providers (Rawlins, 2015).
1.3 Assess the impact of poor service quality on health and social care stakeholders.
- The organizational effect of poor carePoor service quality can have a negative impact on an organization. Low quality costs reduce organizational productivity, which also reduces the profitability of Royal United Hospital Bath NHS Trust. On the other hand, poor organizational quality can also reduce customer satisfaction, which can lead to organizational failure. The CQC and other health regulatory bodies may have to take certain legal actions, which may also harm the organization's branding (Blake et al., 2015).
- The impact of poor care on service users -Healthcare organizations must have a great impact on the users of their services. If customer satisfaction at Royal United Hospital Bath NHS Trust declines, this could lead to negative word of mouth and the organization could lose customer loyalty. When home care services are provided of poor quality and with poor quality equipment, there may be dangers to care recipients and others (Sahel et al., 2015).
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2.1 Explain what standards exist for measuring the quality of health and social care.
Develop health and wellness quality standards to maintain the basic framework. The health care quality standard was approved in March 2006. The list of quality standards is as follows:
- These qualities and standards are ensured by the Health Services Command (HSC) and measure the quality of services (Sahel, et. al., 2015).
- Quality standards also provide content for the improvement of healthcare institutions.
- Quality standards help those who need care at Royal United Hospital Bath NHS Trust to ensure they know what they are entitled to.
- Royal United Hospital Bath NHS Trust quality standards also legitimize the formal review of quality standards and safety issues in the organisation.
- Royal United Hospital Bath NHS Trust's quality standards also contribute to meeting human rights and equality-related duties in home care.
Quality standards for health and social services are important to both large and small health care organizations (Cowles, 2012). As healthcare delivery becomes more complex, service and healthcare organizations require a more integrated approach. There are already a number of prominent quality standards that have helped to marinate standards, some of which organizations such as the Royal United Hospital Bath NHS Trust have in mind are effective leadership, accountability for home care to those in need, providing a safe and secure care service , flexible services, promotes, protects and improves healthcare through the use of innovative technological devices and clear communication. These standards are measured and evaluated by the Home Care Regulation and Quality Improvement Agency (RQIA) (Pejovi?, et. al., 2016). The most important part of a nursing home is the protection of care users. It ensures that the requirements and essence of the patient must be met. Staff at the Royal United Hospital Bath NHS Trust also ensured efficiency in the services provided to the service to avoid waste and excessive use of machinery and other equipment (Cowles, 2012).
2.2 Evaluate different approaches to quality system implementation.
The quality standards that exist in healthcare have come a long way in these rapidly changing times. Variations in the quality of home care services can lead to mountain organization. The Healthcare Quality System ensures a broad understanding of the elements of quality through the implementation of different models across Royal United Hospital Bath NHS Trust. Home care quality systems have proven valuable. In addition, the quality services of home care organizations also help in researching and comparing structures so that Royal United Hospital Bath NHS Trust adopts the most suitable model for its smooth functioning. In addition, Total Quality Management (TQM) can be used to implement the quality standards of the Royal United Hospital Bath NHS Trust (Sahel et al., 2015).
Methods of implementation of these quality systems-For continuous growth and improvement, Royal United Hospital Bath NHS Trust can implement TQM. Continuous quality improvement is important for the development of health services (Thorogood & Coombes, 2010). Typically, home care providers prefer quality assurance because it focuses on regulatory issues such as applicant documentation, home care, and staff managing the process. Total Quality Management (TQM) was recognized as the best approach at Royal United Hospital Bath NHS Trust, as its implementation enabled a comprehensive and informative analysis across the organisation. Furthermore, adopting TQM can correct biases in home care,customer satisfactionit can be raised to a great level (Mohammad Mosadeghrad, 2013). In addition, Royal United Hospital Bath NHS Trust fees can also rise to a huge level.
2.3 Analyze possible obstacles to the provision of quality health and social services.
Obstacles to the provision of quality health and social services are explained below:
There are both internal and external obstaclesIn areas of health and social care such as the Royal United Hospital in Bath, NHS Trusts can face internal and external factors. Internal barriers can be lack of improvements in technology and equipment and lack of adequate communication systems, among others. This can lead to dissatisfaction among those seeking help. External obstacles can be a lack of health insurance, a financing system, and a lack of family and social support. These obstacles can lead to unfavorable conditions. For example, a lack of communication between staff or nursing staff at Royal United Hospital Bath NHS Trust could result in poorer treatment for those seeking help. In addition, weak management systems in organizations fail to stimulate innovative changes. In addition, the lack of health insurance can also lead to non-adherence to the scheme for all locals (Ozok, 2012). Poor funding systems may also be responsible for the mismanagement of Royal United Hospital Bath NHS Trust. In addition, the lack of quality system in Royal United Hospital Bath NHS Trust can also lead to weak leadership, lack of training and development programs etc. These factors can also negatively affect the overall management system of the organization (Sahel et al., 2015).
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3.1 Evaluate the effectiveness of the systems, policies and procedures used in health and social care institutions to achieve the quality of the service provided.
At the Royal United Hospital Bath NHS Trust, nurses and paramedics provide care to patients. In addition, nurses also provide palliative care to elderly patients suffering from heart disease, cancer, etc. This palliative care provides the necessary care and helps in describing the patient's condition. The specific policy, procedure and scenario of Royal United Hospital Bath NHS Trust is that a high quality health and social care facility is involved in the organization of services that provide high quality health and social care (Ozok, 2012). These organizations seek to achieve goals by implementing policies, such as programs for critical illness, providing better health care to recipients and patients, and providing incentives or other benefits to the organization's health care workers and other qualified personnel. This may include a performance-based pay structure and culture, including monetary and non-monetary rewards. The policy is effective in the provision of home care and social care as it ensures quality improvement at Royal United Hospital Bath NHS Trust.
3.2 Analyze other factors that influence the achievement of the quality of health and social care.
Factors influencing the effectiveness of the Royal United Hospital Bath NHS Trust included the organization's documentation and validation results records (Ozok, 2012). In addition to this effect in home care, the value of the reward is also decisive. Royal United Hospital Bath NHS Trust also strives to satisfy its stakeholders with a high level of integrity to achieve quality. These factors influence the achievement of quality standards of care at Royal United Hospital Bath NHS Trust through the implementation of an effective and successful quality system, which often includes requirements to achieve appropriate performance levels (Hu, 2014). Organizations that work without setting standards cannot achieve their goals due to imperfect internal systems.
3.3 To propose ways in which the quality of health and social care can be improved.
Royal United Hospital Bath NHS Trust may apply certain methods to improve the quality of services.
Due to overcrowding, the capacity and efficiency of staff at the Royal United Hospital Bath NHS Trust has fallen to an enormous level (Ozok, 2012). In addition, agency aid seekers also have to wait in line. The capacities of residential aged care facilities are almost full and the auxiliary beds are full, leading to chaos in residential aged care facilities. The main problem of the Royal United Hospital is the lack of staff and equipment. As a result, hospitals had difficulty accepting new patients and home care management could not maintain quality due to overcrowding.
Problems such as those mentioned above can be recognized and removed by applying certain methods. When necessary, organizations can adopt a comprehensive approach and a palliative approach. These approaches can help address staff shortages by recruiting more talented workers to meet growing workforce demands. In addition, Royal United Hospital needed to update its technology systems to make its work environment more efficient. Therefore, the organization may also need to expand its buildings and infrastructure (Sahel et al., 2015).
4.1 Evaluate methods for assessing the quality of health and social care from an external and internal perspective.
There we discuss some ways of assessing health quality from an external and internal perspective -An impact assessment carried out by the Care Quality Commission (CQC) helps determine application in the external environment. Care quality commissions are also useful in documenting external factors in an organization's ability to perform its functions (Blake et al., 2015). On the other hand, Internal Total Quality Management (TQM) factors inquired about the financial performance of Royal United Hospital and also help in understanding customer behavior (Mohammad Mosadeghrad, 2013). This approach is commonly used in health and social care settings at the Royal United Hospital. The Royal United Hospital's quality assurance program also focuses on specific issues such as documentation, monitoring and administrative processes. In addition, Care Quality Councils are also effective for organizations in developing healthcare practices and procedures that can lead to increased service seeker satisfaction. TQM is probably the best approach for home care because of its ability to analyze external and internal factors. In addition, TQM has benefited the Royal United Hospital by ensuring its sustainability and providing it with a competitive advantage (McKee, 2012).
4.2 Discuss the impact of service user involvement in the evaluation process on service quality.
The influence of the inclusion of service users in the evaluation process on service qualityRoyal United HospitalIt can be positive or negative. They are described as follows −
By focusing on working together, the Royal United Hospital can establish a quality assessment system. It also gives meaning to elements of quality assessment in safe, hygienic and efficient environments. By recognizing the quality of health and social care, a broader perspective should be introduced. In addition, failure to involve the person asking for help can sometimes result in injury. It is difficult to analyze the quality of health and social care when practice is carried out without the involvement of stakeholders or other parties (Barber et al., 2011). By engaging service seekers from diverse backgrounds, organizations can bring innovation and more creativity (Barber et al., 2011). Let's discuss the essential factors for improving the quality of the Royal United Hospital. Organizational development called for diversity, and the Royal United Hospital needed quality measures so that decisions made could guide performance that signifies performance. In addition, improving the facilities and grounds of the Royal United Hospital will enable it to serve more patients. In conclusion, we can say that health and social care providers must reach new heights in service delivery (Barber et al., 2011).
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In the report above, we discuss the views of different stakeholders in health and social care services, including recipients or patients, providers, technicians and other legal entities. The role of two external bodies, the Care Quality Commission and the National Institute for Clinical Excellence, is then well described. Then it also describes the effect of poor care inbusiness organizationand service seekers. Industry standards of health and care are also a good measure of quality. It then discusses the evaluation of different approaches implemented in quality systems and possible obstacles. It also describes the effectiveness of policies, procedures and systems used in healthcare in achieving quality service. The report also includes some ways to improve the quality of home care services. Finally, it also focuses on evaluation from internal and external perspectives and then characterizes the influences involving service users during the evaluation process.
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Effective – providing evidence-based healthcare services to those who need them; Safe – avoiding harm to people for whom the care is intended; and. People-centred – providing care that responds to individual preferences, needs and values.What are the 4 components of the health care delivery system? ›
Figure 1–1 illustrates that a health care delivery system incorporates four functional components—financing, insurance, delivery, and payment, or the quad-function model. Health care delivery systems differ depend- ing on the arrangement of these components.What are the 4 steps in the quality improvement cycle? ›
The fundamental approach that serves as the basis for most process improvement models is known as the PDSA cycle, which stands for Plan, Do, Study, Act.What is the purpose of quality management in healthcare? ›
More than just meeting criteria for reimbursement, quality management, when used to its full potential, will encourage optimal outcomes, supreme patient satisfaction, reduce work by improving efficiency, and lower overall patient and hospital costs.What are the three 3 key activities of quality management? ›
There are three main processes of project quality management. These are Quality Planning, Quality Assurance, and Quality Control.What are types of healthcare delivery? ›
- Exclusive Provider Organization (EPO) EPO's have a network of providers who have agreed to provide care for the members at a discounted rate. ...
- Health Maintenance Organization (HMO) ...
- Integrated delivery system (IDS) ...
- Preferred Provider Organization (PPO) ...
- Point-of-Service (POS) Plan.
Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality.What are the main objectives of a healthcare delivery system? ›
Health care delivery forms the most visible function of the health system, both to patients and the general public. It concentrates on patient flows as well as the organization and delivery of all services dealing with the diagnosis and treatment of disease, or the promotion, maintenance and restoration of health.What are the 4 C's of quality management? ›
Complete with the musings of 20+ years in network support, I bring you simplified guidance on how to make the right ITIM choice for your enterprise: The 4 Cs of Quality IT Monitoring Tools - Collaboration, Convenience, Cost and Clarity.What are the 4 P's of quality improvement? ›
The Four Ps
Planning includes the development and deployment of policies and strategies, setting up appropriate partnerships and resources, and designing with quality in mind. Processes include understanding, management, design/redesign, quality management systems, and continuous improvement.
All successful quality improvement programs include four key components: the problem, goal, aim, and measures. All successful quality improvement programs start with an in-depth understanding of the problem.What are the 3 main objectives of the quality program? ›
In such a system, there are 3 main objectives of quality control: enhance product quality and reduce risks, gain production efficiencies, and garner customer loyalty. These 3 objectives will be evident in any manufacturer with a robust and functional quality control program.What are 3 benefits of quality management? ›
So, what are the benefits of a quality management system? In summary, a QMS supports business leadership, promotes customer focus, improves company culture and the bottom line, manages new innovations, and helps you understand any issues.What are examples of quality improvement in healthcare? ›
- Reduced hospital readmissions.
- Improved care coordination among departments.
- Decreased medication administration errors.
- Improved electronic medical record documentation.
- Reduced medication-related adverse events.
- Optimized sepsis care.
We've divided them into three related categories: completeness, correctness, and clarity.What are 3 examples of importance of Total Quality Management? ›
Reduced costs and better cost management. Higher profitability. Improved customer focus and satisfaction. Increased customer loyalty and retention.What are the three most important element of quality management? ›
The entire process of Total Quality Management is built on a strong foundation of Ethics, Integrity and Trust. Total Quality Management involves every single employee irrespective of his designation and level in the hierarchy.What is step three of the quality control process? ›
Step 3: Plan for improvement in your quality standards
Even if your processes are running smoothly, your company should be brainstorming new ways to improve your set standards and developing methods to meet stricter regulations.
Traditionally, four dominant methods are mentioned in the literature on the organization of nursing care delivery: functional nursing, individual, team nursing, and primary nursing .What is a care delivery model in healthcare? ›
The Care Delivery Model is led by a dyad model-- a nurse and physician that functions as a team and has the operational responsibility and accountability for patient care quality, service excellence and overall efficiency of care delivery.
The term healthcare setting represents a broad array of services and places where healthcare occurs, including acute care hospitals, urgent care centers, rehabilitation centers, nursing homes and other long-term care facilities, specialized outpatient services (e.g., hemodialysis, dentistry, podiatry, chemotherapy, ...What are the three 3 major factors affecting health? ›
- the social and economic environment,
- the physical environment, and.
- the person's individual characteristics and behaviours.
- Clinical competence of the hospital staff. ...
- Physical ambience of the hospital. ...
- Amenities provided by the hospital. ...
- Expertise of the physicians. ...
- Behaviour of the staff. ...
- In-patient experience. ...
- Patient satisfaction.
Healthcare disparities exist across a spectrum of financial, geographic, cultural and social challenges.How can we improve healthcare delivery system? ›
- Center the "whole person" in the system design.
- Develop systems for care management and coordination.
- Incorporate behavioral health and social health determinants into the equation.
- Work toward collaborative leadership.
- Align care delivery and the community.
- No central governing agency and little integration and coordination.
- Technology-driven deliver system focusing on acute care.
- High in cost, unequal in access, and average in outcome.
- Delivery of health care under imperfect market conditions.
Delivery Objective means the requisite number of CT parts associated with the Performance Objective Set, as set forth in Annex III hereto, to be delivered to Purchaser is delivered to a site or warehouse location and is suitable for installation in a CT with an expected in service repair interval equivalent or ...What are the 7 concepts for effective quality management? ›
Seven basic elements capture the essence of the TQM philosophy: customer focus, continuous improvement, employee empowerment, quality tools, product design, process management, and supplier quality.What are the four 4 quality management techniques? ›
It consists of four key processes: quality planning, quality assurance, quality control and continual improvement.What is Six Sigma in healthcare? ›
Six Sigma is a metrics-driven system used to reduce medical errors and remove defects from processes involved in delivering care. Both methodologies strive to optimize operations and increase value for patients.
The four main components of a quality management process are Quality Planning, Quality Assurance, Quality Control and Continuous Improvement.What are the five strategies for quality improvement? ›
- Frontload the work. ...
- Build the project team. ...
- Set the pace. ...
- Make the project easy. ...
- Start with the end in mind.
Three Types of Measures
Use a balanced set of measures for all improvement efforts: outcomes measures, process measures, and balancing measures.
Healthcare organizations have been using a quality improvement framework consisting of six attributes — safe, effective, patient-centered, timely, efficient, and equitable — for decades.What is an example of a quality goal? ›
Some examples of the most common quality objectives include: Defects: Send out fewer than X percent of products with a defect. Performance: Increase product performance to X hours of use. Efficiency: Improve operational efficiency by X percent.What are the 3 major areas of quality planning? ›
The Juran Trilogy consists of three primary managerial processes to manage quality within an organization – quality planning, quality control and quality improvement.What are the elements of quality of care? ›
The six domains of healthcare quality outlined by the Institute of Medicine are patient safety, effectiveness, patient-centred, timeliness, efficiency, and equity. Each of these is important for ensuring that patients receive high-quality care.Which 4 factors contribute to quality of care? ›
- The Social and Economic Environment.
- Health Behavior.
- Clinical Care.
- The Physical Environment.