The aim of this unit is to help learners develop an understanding of different perspectives on health and social care service quality and how it is evaluated in order to empower and involve users of services.

1. Unit 27 Managing Quality in HSC
Unit 27 Managing Quality in Health and Social Care
Aim
The aim of this unit is to help learners develop an understanding of different perspectives
on health and social care service quality and how it is evaluated in order to empower and
involve users of services.
Learning outcomes
On successful completion of this unit a learner will:
1 Understand differing perspectives of quality in relation to health and social care services
2 Understand strategies for achieving quality in health and social care services
3 Be able to evaluate systems, policies and procedures in health and social care services

2. 4 Understand methodologies for evaluating health and social care service quality.
Unit 27 Managing Quality in Health and Social Care
Unit content
1 Understand differing perspectives of quality in relation to health and social care
Services
Quality perspectives: perspectives of external bodies eg conformance; perspectives of staff;
Perspectives of those who use services eg Seroquel – Zenithal, Parasuraman and Berry;
technical quality; functional quality; quality assurance; quality control; quality audit;
quality management Stakeholders: external agencies eg Care Quality Commission;
Supporting People; National Institute for Clinical Excellence; Health Service
Commissioners; local authorities; users of services eg direct users of services, families,
careers; professionals; managers; support workers

3. Unit 27 Managing Quality in Health and Social Care
2 Understand strategies for achieving quality in health and social care services
Standards: minimum standards; best practice; benchmarks; performance indicators;
charters; codes of practice; legislation eg local, national, European Implementing quality:
planning, policies and procedures; target setting; audit; monitoring; review; resources
(financial, equipment, personnel, accommodation); communication; information; adapting
to change Barriers: external (inter-agency interactions, legislation, social policy); internal
(risks, resources, organizational structures, interactions between people)
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3 Be able to evaluate systems, policies and procedures in health and social care
Services
Evaluating quality: different quality methods and systems eg Total Quality Management,
Continuous Quality Improvement; concepts; preventing problems; management leadership,
control of processes, involvement of people; quality circles Health and care organization:
services eg an NHS trust, a local authority social care service, a private health or social care
service, a not-for-profit health and care service Improving quality: methods eg customer
service, empowering users of services, functional quality, putting people first, valuing
front-line staff, internally generated standards that exceed minimum requirements
Unit 27 Managing Quality in Health and Social Care
4 Understand methodologies for evaluating health and social care service quality
Methods for assessing service quality: methods eg questionnaires, focus groups, structured
and semi-structured interviews, panels, complaints procedures, road shows Perspectives:

4. external eg requirements of inspection agencies (minimum standards); internal eg
organizational standards; continuous improvement Involving users of services:
mechanisms eg consultation, panels, empowerment, user managed services
Unit 27 Managing Quality in Health and Social Care
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