This Presentation will be discussing managing quality in health and social care. In every organization, it is important for the management to maintain a certain level of quality of the services that they provide. There are various methods which could be effectively used for evaluating quality in health and social care and this is necessary as well.

1. Managing Quality in Health andManaging Quality in Health and
Social CareSocial Care
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2. IntroductionIntroduction
• Quality is a significant basic within theQuality is a significant basic within the
health and social care services and an ideahealth and social care services and an idea
with many different clarifications andwith many different clarifications and
viewpointviewpoint. There are various methods. There are various methods
which could be effectively used forwhich could be effectively used for
evaluating quality in health and social careevaluating quality in health and social care
and this is necessary as well.and this is necessary as well.
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3. Method for evaluating health andMethod for evaluating health and
social care qualitysocial care quality
• Internal means for evaluating quality orInternal means for evaluating quality or
methods useful by RUH management formethods useful by RUH management for
confirming quality of HSC services. Theseconfirming quality of HSC services. These
include methods like questionnaires whichinclude methods like questionnaires which
are usually intended to set out exactare usually intended to set out exact
questions particularly ready for gainingquestions particularly ready for gaining
particular information from the directedparticular information from the directed
audience formatted in either paper form oraudience formatted in either paper form or
online.online.
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5. • This approach is having its own benefits forThis approach is having its own benefits for
gaining particular information regardinggaining particular information regarding
staff. For instance, questionnaire would askstaff. For instance, questionnaire would ask
question related to clients privacy wasquestion related to clients privacy was
valued or not by staff in pattern asvalued or not by staff in pattern as
mentioned aside.mentioned aside.
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6. External ApproachExternal Approach
• The external approaches have a tendency toThe external approaches have a tendency to
apply by regulatory bodies like CQC forapply by regulatory bodies like CQC for
evaluating quality of HSC services in RUHevaluating quality of HSC services in RUH
are organized and semi-structureare organized and semi-structure
interviews and surveys. The structured andinterviews and surveys. The structured and
semi-structured interviews are sequence ofsemi-structured interviews are sequence of
questions (open and closed ended)questions (open and closed ended)
organized by the interviewer for profitingorganized by the interviewer for profiting
information from the clients or staff andinformation from the clients or staff and
the interview should be face to face as wellthe interview should be face to face as well
as well planned.as well planned.
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7. Impact involving users of service inImpact involving users of service in
evaluation process on service qualityevaluation process on service quality
• According to the NHS community care act,According to the NHS community care act,
1990 and1990 and Health and Social careHealth and Social care act, 2001,act, 2001,
it is obligatory for HSC organisations likeit is obligatory for HSC organisations like
RUH to comprise their patients in decisionRUH to comprise their patients in decision
making process regarding the choices andmaking process regarding the choices and
potentials for delivering care.potentials for delivering care.
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8. • Positive Impact is concerned withPositive Impact is concerned with
increasing trust with patients andincreasing trust with patients and
management of RUH involving overallmanagement of RUH involving overall
satisfaction of patients concerning servicessatisfaction of patients concerning services
of RUH. Also there could be improvementof RUH. Also there could be improvement
in quality as RUH is going to take intoin quality as RUH is going to take into
account patients opinion and actaccount patients opinion and act
accordingly.accordingly.
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9. • Negative aspects concerning serviceNegative aspects concerning service
users is that patients at RUH can’tusers is that patients at RUH can’t
comprehend questions easily leading tocomprehend questions easily leading to
mistakes of responses and could alsomistakes of responses and could also
cause statistical mistakes when examiningcause statistical mistakes when examining
generated responses. Patients could alsogenerated responses. Patients could also
feel scared during process of evaluationfeel scared during process of evaluation
as organized interview causing refusal ofas organized interview causing refusal of
imperative information causing incompleteimperative information causing incomplete
data.data.
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10. ConclusionConclusion
• To conclude, possible effects of methodsTo conclude, possible effects of methods
of evaluating health and social careof evaluating health and social care
service quality concerning both externalservice quality concerning both external
and internal perspectives are clear andand internal perspectives are clear and
also possible impacts of involvement ofalso possible impacts of involvement of
users of service is explained clearly asusers of service is explained clearly as
well in evaluation process.well in evaluation process.
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11. ReferencesReferences
• Dawan, P., (2010),Dawan, P., (2010), Quality improvement inQuality improvement in
general practicegeneral practice , London: The King’s Fund,, London: The King’s Fund,
[Textbook], [Accessed 21May, 2015][Textbook], [Accessed 21May, 2015]
• Lin, B and Clousing, J. (1995),Lin, B and Clousing, J. (1995), Total QualityTotal Quality
management in health care-a survey of currentmanagement in health care-a survey of current
practicespractices, Total Quality Management,, Total Quality Management,
[Textbook], [Accessed 22 May,2015][Textbook], [Accessed 22 May,2015]
• Simmons, L., (2006), Social care governance ASimmons, L., (2006), Social care governance A
practice workbook, Northern Ireland: Socialpractice workbook, Northern Ireland: Social
Care Institute for Exellence, [Textbook],Care Institute for Exellence, [Textbook],
[Accessed 27 May, 2015][Accessed 27 May, 2015]
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