DESCRIPTION

DESCRIPTION

Program	BTEC Higher National Diploma in Health and Social Care
Unit Number and Title	Unit 1 Managing Quality in HSC
QFC Level	Level 5

LO 1 – Understand differing perspectives of quality in relation to health and social care services

1.1 Explain and relate different quality perspectives that board members, employees and service users have regarding quality in relation to Anchor’s health and social care services.

In relation to quality of health and social care services provided by Anchor there are different perspectives of every stakeholders or users. As the ideas, tastes, likes of every person vary so their perceptions towards it also vary. As per the American Medical Association health care service quality as such care can be defined as, “which consistently contributes to the maintenance or improvement of quality and duration of life”. In order to determine the quality the association highlighted particular attributes of care for examination purpose which includes emphasis on health promotion and disease prevention, the more informed participation of patients, punctuality, more attention on specific basis of medicine and efficient and effective use of resources (Barten et al, 2009). When talking about the perspective of patients they define health care quality as per the responsiveness to their particular needs. Their main focus is on effectiveness, interpersonal relations and continuity. As per health care professional viewpoint for quality they focus on the technical nature of health care events like updated skills of physicians. As per the employees’ perspective, they relate quality in terms of facilities and cooperation from the senior management. Also, it all depends on their commitment and motivation to carry out their duties in an optimal and ideal manner. Those who take this care work as a job rather than interested in training are tend to leave this work when they get better opportunities in terms of money. Those who are committed to the work in Anchor care should be retained through training so as to avail the benefit of their quality and optimal services for a long period of time. These different perspectives clearly show that in order to provide better quality of care services, Anchor should identify the needs of the employees and proper control measures should be taken to retain the quality of their dedicated staff. For patients too, these functional aspects of quality are to be taken care of.

1.2 Analyse the roles of CQC and relevant external agencies in setting quality of service standard in anchor care trust.

Role of External Agencies: The external agencies play a very important role in setting standards of quality care in Anchor care trust. They set the standards with benchmark to be followed by this care home. Several regular inspections and tests are conducted by the external agencies such as sanitization, nursing care, safety measures, equipment availability and almost everything which happens inside the Anchor care trust so as to make it sure that the care trust and their whole system of nursing care are as per the quality standards which they have fixed. In case they find any difference between the set standards and the quality achieved they take strict actions to guide them. Apart from setting quality standards, the external agencies provide training to health care professionals like the nurses, caretakers and the doctors (Cooper and Clarke, 2011). These external agencies are highly updated about the latest trends in health care and they impart the same to the care trust. They mostly work in partnership with other agencies in order to have proper alignment and balance in the implementation and practice of standards of quality care. Anchor care trust can be benefited a lot by these external agencies as they also help in assisting and retaining their employees and health care professionals by advising them on the responsibilities on occupational health issues. These agencies help in resolving problems by implementing new ways and in this way help the Anchor care trust to take the expectations to higher level.

Role of Care Quality Commission (CQC): It is an independent health and social care regulator. Care provided by the NHS, authorities, voluntary organizations and companies are regulated by CQC. The make sure to protect interests of people regarding their rights which are restricted under the Mental Health Act. For Anchor care trust, CQC helps in identification and expansion of knowledge regarding good practices of social care performed by work force therein. They make sure to deliver transformed and personalized social care quality services.

1.3 Assess the impact of poor service quality on anchor staff and service users and relate them with staff retention, training and vocational aspects.

Poor service quality in Anchor care would lay a bad impact on every client, care worker, health care supervisor or any other stakeholder. As a client, when looking for a care home the first thing they consider is the standard and quality of services and the effective care they would get in the care home so as to spend their worth of money.

As a care home, Anchor care should guarantee client’s satisfaction in terms of using latest equipment and good aesthetics as well as very efficient and optimal service in providing care. Good quality systems impact the anchor staff in a positive manner by helping them in improving their practice or profession. A poor service quality will result in low confidence of the care workers which eventually leads in low productivity levels. If the customer satisfaction from the Anchor trust quality services and confidence of the care workers is low then it will have a direct effect on the quality of care clients would receive from them (Chattopadhyay, 2008). As per the case study, some employees work for vocational reasons and tend to change the job in case of better monetary offers. So, first of all identification of staff intentions are very necessary to take any action for them. Those care workers who are interested in pursuing a long term career in this health and social care sector should be trained and motivated well. They should be given right amount of training for practicing the right methodologies in doing their work of quality care. Proper and adequate training and staff welfare measures can help in achieving client satisfaction and as a result there would be more streamlined production of quality social care services.

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