Unit 2 Managing Quality in HSC

2.1 Choose and explain at least 5 standards (minimum standards; best practice; benchmarks; performance indicators and legislation) that exist for measuring and achieving quality in relation with Anchor’s health and social care services.

For measuring and achieving quality in relation with Anchor’s health and social care services, there are several standards established. These standards are

• Minimum standards: Anchor care should establish a set of minimum standards to be followed for attaining efficiency and quality in their services. The set of minimum standards pressure the workforce to work accordingly and thus helps in overall improvement of the quality standard of anchor.
• Best Practice: In order to maintain quality a best practice is to be followed by Anchor. In management term a good operating practice is very necessary for a business. The best practice of Anchor should be such that has shown consistently superior results with those achieved by other means.
• Benchmarks: For benchmarking, Anchor has to compare own business process with best practices set up in the industry of care home. The results of similar business groups can be compared with own results for learning that the targets being set up them are well performed or not.
• Performance indicators: For measuring the performance, anchor needs to identify the key performance indicators (KPI). These indicators may help in evaluating the success of Anchor. A good understanding of the Anchor’s business is necessary for choosing the right KPI.
• Legislation: The law which governs all the issues related to care home business should be kept in mind so as to avoid any sort of legal proceedings for the business. Anchor board members should be informed well about the legal issues as any wrong step can tarnish the image of anchor in the eyes of public which will have a negative impact on the business.

In addition to above mentioned standards there are standards like ISO 9000/14000, Federal Standard 1037C, Good Manufacturing Practice (GMP), PS 9000, TL 9000, AS 9000, BS 5400 and many more. These standards are also very important as they help the users of health care sectors to meet these standards and it is ensured that the services being provided are efficient and timely so as the client will get quality care with satisfaction. They are also giving bases for health and safety and are helping in transferring technologies to developing countries.

2.2 Evaluate the different approaches which are available, to implementing quality systems and compare them where it is appropriate. Explain your rationale behind each approach that you would evaluate.

In order to improve quality, every care home has to implement quality system in health and social care development. The quality system is that process which helps in enhancing quality in the entire system of care home. It is all covered in documents and the stakeholders have to learn it by heart so as to ensure positive results. If different approaches are needed to be implemented to form quality system in care home, health care employer is being focused. There should be right set of workforce fitting the job requirements. They must understand their role and responsibilities well to perform their functions properly. To have the support of whole staff for the overall development of organization following must be considered.

• Planning Policies: The very first approach for implementing quality in Anchor could be planning about the policies and procedures that would help in the implementation. Proper and adequate planning with proper execution would eventually result in achieving the quality perspective easily.
• Target Setting: Only planning would not help but determining a proper objective and aim is also needed for providing quality to the service users. This target would compel the team to work with more efficiency for achieving it. Moreover, anchor can set targets for each employee to boost them for working with full zeal.
• Communication: There should be a structured approach to share the relevant information between the peers. It should be clear that what set of information is to be shared with professionals, with regulatory bodies, with care workers, with managers and other agencies.  Also, feedback from the clients and providers is very essential to assure the quality of services and if needed, a proper and strategic approach is to be designed for further improvements.
• Flexibility: It is also very necessary to adapt the changes in this changing environment. The staff and the board members should be flexible enough to accept the new changes readily. Adaption would result in improvement in the overall system of Anchor.
• Coordination and Planning: A clear and understandable approach should be there to monitor that quality systems are effectively implemented and which clearly demonstrates the benefits to service users and providers. In order to enable this, care home has to ensure planning of lines of reporting which should be effective, workable and robust.
• Roles and responsibilities: The quality of services provided depends upon the culture, working practices, and performance of service providers. The care home has the responsibility to support the individuals to perform their task by coordinating with the overall process.
• Audit Monitoring and evaluation: In this approach progress is being checked against the set standards and if needed the action plans of service users and careers can be monitored and improved for better results.

All these approaches are needed to ensure that the quality systems are really implemented and well monitored afterwards. But the most important seems the Target setting approach which will help in setting target and achieving the targets eventually resulting in improved quality services of Anchor.

2.3 Analyse the internal and external potential barriers to delivery of quality in the above scenario.

In the delivery of quality care services there are some factors which act as barriers. These factors discourage people from accepting changes and taking positive actions. Some of the barriers are apathy, Cynicism, resistance to change, lack of resources. First is apathy, which is a main barrier in the field of health care. As per Marshal (1999) his research on barriers of quality services showed that in a small minority of doctors there is effective working relationship contrary to majority who has a high degree of apathy. This study shows us the existence of barriers and disinterest of the staff to change their old routines. They do not believe in the effectiveness of the rules and frameworks promoting quality systems. Second is Cynicism which is different from skepticism and resistance to change. As a hindrance or barrier it discourages the staff to change for some better quality care service (Healy, 2011). In this case, the deviant persons who never agree and are antagonize have a different viewpoint toward an idea of change in comparison to other who accepts the need for change or reconstruct things. They see such changes as a benefit for the managers only and not for them. Their thinking is developed due to the mistrust about their co workers or managers. Third is Resistance to change in which the workers are of the opinion that they are fine with the current working. But as is always said that there is some room for improvement always, they need to accept the required changes in their current system of working for improving the quality of work. But due to lack of knowledge, interest they resist to new changes and do not push themselves to come out of their comfort zone. Finally, lack of resources is a big hindrance in the improvement procedure as there is always an excuse that there is not enough money, they are too busy to change or there is no willingness to spend.

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