Managing Quality in Health and Social Care - Assignment Example

Managing Quality in Health and Social Care Task1: Quality perspectives in health and social care a. Describe the quality of the service from the point of view of three stakeholders Quality service in the health organization is key to the achievement of the institutions objectives. It aids in building confidence in the patients thus ensuring case for the public (Mollenkopf and Alan 215). In HNS hospital, the management of the health care system is poor thus leading to poor service delivery. The key stakeholders in the delivery of service in the institution are the receptionists, nurses, and doctors. The concept of quality in this case varies depending on the perspective of the users of the services. Such qualities that enhance the likeability of a service include an individual’s opinion and the present situation. The study scenario proves the quality perspectives in regard of the user perspective places emphasis on the value of consultation services offered in the clinic in ensuring the proper management of cancer through screening. The clients can never approve anything concerning the quality of health care services because of the various preferences to the consultation service they have encountered or would like to have in place working for them (Mollenkopf and Alan 215). Therefore, when it is an issue regarding the quality of consultation services offered in the hospital, the patients expect fast attendance within the stipulated time so that they can leave and attend to other crucial things elsewhere. What makes and keeps one satisfied regarding the quality of service is when things move on smoothly in terms of time and space while one is seeking consultation services in the hospital. The quality concept from the institutions perspective is ensuring a system that enhances timely attendance to the patients. b. Using a model of quality, outline your key result areas The model that works best in such situations is the Philip Crosby model that emphasizes on doing thing right the first time (Bryans 64). The application of a model in ensuring quality service delivery in the hospital follows that the quality concept should start with the doctors, nurses, and receptionists in this case. Therefore, they have the mandate of making strategic improvements in ensuring that the patients have timely assistance whenever they come for consultations. The receptionists for instance should ensure that the patient’s records are available all the time to avoid inconveniences. On the other hand, the doctors and the nurses should ensure they have in place the needs of their client and work fast to meet the needs. In so doing, they will reduce the cancer cases thus finding it easier to manage the consultation services (Bryans 66). c. Analyze the relationship between the quality of the clinic and the principles of care for your client group The relationship between the quality of the clinic and the principles of care for the client group is mutual (Sollecito and Julie 37). It results from the fact that when one thinks about the services that the clinic should offer, then it always remains a fact that the clinic has the mandate for the provision of quality care. The clients should have the opportunity to enjoy high quality services from the clinic. All the workers within the clinic should ensure the maximum satisfaction of the patients’ needs and they will have the opportunity of deriving joy from whatever that they do in their line of duty. d. Evaluate the role of the hospital and the department of health in setting of clinic waiting time standards The clinical department of health has the sole mandate of setting time for clinical consultations. The time should have its conventions that the relevant stakeholders must adhere to all the time to ensure that the patients have confidence in the services delivered to them. Therefore, the department ensures that the health records management system is in place. The system should n have proper maintenance to ensure little or no loss of records at any given time to facilitate the effective running of affairs within the organization. The standards that the department will maintain will work towards seeing the clients having a broad smile on their faces. The main reason for this is that quality standards entail ones way of doing things that will make others happy and ultimately the person doing it (Sollecito and Julie 37). Task 2: Strategies for achieving quality a. Describe a range of standards you would use for measuring the quality of performance of the clinic The clinic can embrace quite a number of strategies in order to ensure quality achievement in terms of service delivery. In order to measure the level of quality service output to the public, the management should evaluate the existing equipment in place to ensure smooth running of the service management(Bryans 88). If they have any defects, then it acts as an indicator of poor service delivery to the public. In addition, the management should include the assistance of the patients to find how their management system works in terms of ensuring timely attendance and or inconveniences during consultations. b. Evaluate different approaches that may be used to implement a quality system for the clinic In order to ensure the implementation of quality service, all factors begin from the employer of the people workers in the clinic. The employer should group the staff well to ensure that everything is working according to the designated roles. The staff should assume flexibility in dealing with issues that occur within the clinic. For instance, if the systems fail, the staff should work harmoniously to ensure that there are manual records that they can retrieve for the fast attendance to the patients. The employers should make very worker to understand the role to play in ensuring quality of service. For instance, the person responsible for record keeping at the reception should have knowledge on how to reduce record loss in most cases. Therefore, in that way, the implementation of the quality system can occur without many challenges (Bryans 52). In order to ensure the implementation of a quality system in the clinic, the management should ensure that there is regular inspection of the systems to ascertain their reliability in ensuring safekeeping of records. In addition, the clinic management should have a benchmark of the standards that the systems (Glasby and Helen 58). The move should serve to see to it that the available systems are working towards passing quality standards to the respective clients. c. Analyze the value of established quality systems which might help the clinic improve its quality rating The established quality systems serve as potential tools to oversee the ultimate improvement service deliver in the clinic. For instance, the quality systems enhance proper management of the database system thus improving health care service delivery. The proper record management of the clinic will enhance the quality of service to the patients through offering of effective and timely consultation services whenever the patients come for their appointments. As a result, the clients will develop a liking for the quality of services that they receive thus talking positively about the clinic to the outsiders. In return, the clinic will get a good overall rating in offering of quality health care services to the public (Glasby and Helen 58). d. Describe the impact of the quality of the clinic on patients, staff and other stakeholders The quality of the clinic affects the relevant stakeholders in various ways. For instance, if the clinic offers low quality service to the patients, then the patients will lack some satisfaction in the services they receive (Bryans 52). Therefore, the patients will tend to shun away from having consultations in the clinic and seeking health care services in other health institutions with favorable services to their clients. Thus, the clinic will run at a loss due to little or no clientele. On the other hand, the staff in the organization can face demoralization if the systems in the organization do not work effectively to enhance quality service (Bryans 54). Therefore, some of the staff members will opt to look for better working conditions elsewhere because the inability of the systems to operate to their maximum capacity will make them overwork themselves manually. In addition, other stakeholders such as the directors of the clinic stand to lose much in terms of profit if patients stop visiting the clinic due to low quality of service offered to them. a. Analyze potential barriers to delivery of quality in the clinic scenario. Some of the potential barriers to the quality of service in the clinic are the faulty record management systems. A faulty system can lead to loss of records in some cases. In addition, the management of the clinic actively contributes to the low quality of service. The contribution comes in the sense that the management has failed to provide an alternative method to use in keeping the patient record. Those patients who come to book consultation services appointments should have their records even in hard copy done manually as opposed to soft copy that is unreliable (Bryans 56). Task 3: Evaluating Systems, policies and procedures a. Critically evaluate the effectiveness of systems, policies and procedures used in the scenario in achieving quality in the service offered. The established policies, systems, and procedures are effective in the production of positive and valid quality services in the clinic (Statham 85). The good establishment and implementation of the factors is very significant ensuring the proper running of the clinic by the staff. Therefore, if the practices are instilled on the staff members in the clinic, they will have good and reliable ideas on the provision of quality service to the patients coming for consultations. However, for the practices to work effectively, they should have a focus on innovations for a better management system and acquiring of relevant feedback from the clients. The practices also have the potential of minimizing ignorance mistakes thus ensuring more efficient quality service. The systems, procedures, and policies in the organization are not concrete to guarantee high quality services in the clinic. There is some laxity to have better systems. However, the procedures as they are set to be are very good. The workers have some dedication to ensuring quality service, only that the management is reluctant to do their work. The management of time and tasks within the organization is a bit low thus contributing to poor services to the patients (Backes, Vera and Katja 246) b. Analyze the factors that influence the achievement of quality in the clinic The factors that have so far contributed to the achievement of quality service in the clinic include the dedication of the nurses. The nurses strive to ensure that the patients receive attention even if there are no ready records available to indicate their appointments. They move from office to the reception to seek of the records and even try to make call to relevant departments to confirm any pending issues. In this manner, it is evident that they leave nothing to chance as they explore all possible avenues to ensure that the patients leave the clinic satisfied in terms of the service they receive (Glasby and Helen 58). c. Justify recommendations for action to affect improvements in the quality of the clinic. Some of the recommendations for actions that will oversee the improvement in service in the clinic include having in place the quality systems for management of health information and records (Backes, Vera and Katja 258). In addition, the management of the clinic should ensure effective following of the procedures and policies of doing things that will enhance quality service delivery. Ultimately, the use of the right methodologies in trying to find the most suitable ways of improving the quality is mandatory. In addition, the management should commit itself into achieving improvements in service delivery through surveys and feedbacks. Task 4: Methodologies for Evaluating Service Quality a. Critically discuss the alternative methods for evaluating service quality in relation to the internal and external stakeholder interests. There are various alternative methods applicable in the determination of the quality of service offered in the clinic. Such methods include the identification of records concerning past appointments and comparing them with the present (Glasby and Helen 58). A significant decrease in the number of patients within a certain period is likely to indicate a decline in the quality of service. In addition, the possibility of having workers seeking transfers to other health care institutions is an indicator of dissatisfaction in quality of service to the clients. The workers in most cases require having good working conditions wherever they are to ensure maximum outcomes from their services. Some of the workers feel exploited if they work more than they expect in trying to satisfy the clients thus will try to seek other places that will enable them work to their satisfaction and that of the clients. b. In your opinion, what will be the benefits of consulting service users in an attempt to deliver quality service? In my opinion, consulting the patients concerning the quality of service delivered in the organization is key to identifying where the problem is in the clinic that hinders effective service delivery. Therefore, it is important to listen to what others talk about the services that the institution offers. Asking the patients and allowing them to air their views concerning the quality of service offered in the clinic will assist the management of the clinic in knowing the areas to address to enhance the quality of service offered. I as the manager will take open criticisms in a bid to make viable and constructive improvements in order to try and the reputation of the clinic if there is any damage to the patients in terms of confidence (Costa-i-Font and Scott 181). Works cited Backes, Gertrud, Vera Lasch, and Katja Reimann. Gender, Health and Ageing: European Perspectives on Life Course, Health Issues and Social Challenges. Wiesbaden: VS Verlag für Sozialwissenschaften, 2006. Print. 246 Bryans, William. Managing in Health and Social Care: Essential Checklists for Frontline Staff. Abingdon: Radcliffe Medical Press, 2004. Print. Bryans, William. Resource Management in Health and Social Care: Essential Checklists. Oxford: Radcliffe Pub, 2005. Print. Bryans, William. Practical Budget Management in Health and Social Care. Oxford: Radcliffe, 2007. Print. Costa-i-Font, Joan, and Scott L. Greer. Federalism and Decentralization in European Health and Social Care. , 2013. Print. 181 Glasby, Jon, and Helen Dickinson. International Perspectives on Health and Social Care: Partnership Working in Action. Chichester, UK: Wiley-Blackwell, 2009. Print. Mollenkopf, Heidrun, and Alan Walker. Quality of Life in Old Age: International and Multi Disciplinary Perspectives. Dordrecht: Springer, 2007. Print. 215 Sollecito, William A, and Julie K. Johnson. Mclaughlin and Kaluznys Continuous Quality Improvement in Health Care. Burlington, MA: Jones & Bartlett Learning, 2013. Print. Statham, Daphne. Managing Front Line Practice in Social Work. London: Jessica Kingsley Publishers, 2003. Print. 85 Read More