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1.1

CQC quality perspectiveensures regulations and set standards are practiced and standards from different agencies that include: CQC, NICE, NMC and sectors Skills Council.  CQC considers quality from perception of services implemented and ensure them to be effective, safe, high quality and improvement which is continuous (CQC, 2015). Quality is accurate, have adequate budget for quality services, good record keeping and correct documentation

1.2

Therefore, external agencies must continue to work in collaboration and ensure the implementation of the health and care quality standards are achieved.  CQC to set and maintain quality standards of the organisation, NMC to ensure professional quality and conduct of nurses and midwives and monitor their training and skills. NICE ensures promotion of medication and nutritional standards and provide guidance

1.3

To measure the level of satisfaction amongst the service users and to provide high-quality care, organisations may use the SERVQUAL Model. According to this model,there are five gaps that organisations need to measure, control and minimise. Forexample, gap 1 is the distance between the service users’ expectations and whatmanagers think they expect. By using survey research, the gap could be narrowed.Gap 2 is between management perception and the actual specification of thecustomer experience. Each gap in the service users’ experience can be closedthrough careful observation from the management

2.1

Standard refers to a concept applied as a foundation for judgement and a way of measuring or benchmark the quality of services provided to service users (Wang, 2011).  A system of organization cannot be operating effectively if the quality of service is not effectively measured. As above-mentioned organization has not maintained their service quality, for that this organization has faced several issues from regulatory bodies. Quality standard in health and social care services is major part. Standard increases quality of care services provided and it’s the responsibility of the care providers to ensure that provided services meet the legal standards set by regulators (NICE, 2017). Code of practice promotes independence of service users while protecting them, by carrying out risk assessment and use of care plan. However, in the case study of RUH, service users were not supported because care plans were not followed. There organisations which set standards in health and social care include: CQC, NICE, NMC. 

CQC is a regulatory organisation and set standards on how to deliver services and maintain safe care for the service users. CQC standards are based on priorities like safe, effective, caring and ensuring that services provided meet the needs of the service users (CQC.org.uk, 2017). For health and social care organisations to meet CQC standards, they need policies and procedures in place to be able to promote safe, effective and caring for the service users. All these, are to ensure that the patients or service users are treated with dignity and respect, involving them in the planning of their care and treatment so that they are aware of how their services are done. Also, to seek their permission before invasive treatment or care is provided, ensure they get correct and safe services which meet their demands and needs (CQC. org,uk, 2017).  However, relating to RUHC, some services met the CQC standards, but CQC reported some problems which they have to address like a need for monitoring, care plans, recruiting more staff, skills and competence and have to provide relevant training for staff to enable them identify the needs of the patients and service users. 

NICE is an organisation that established standard in health and social care through partnership working with health and social care providers. These are to guide them on better practice, update them on changes and innovations to help them improve on services and to maintain high quality of delivering care services (NICE, org.uk, 2017). It is concerned with Nutrition guidance of service users on how to feed them and use of fluid chart to be maintained to meet carry out their responsibilities effectively and efficiently, promote competency and maintain safety (NMC, 2014). However, considering RHCH, it was reported that there was lack of adequate training which affected the performance of the staff. For example: staff failed to identify the needs of the service users, there were no proper documentation and lack of continuity of care. All these can expose service users to harm and danger because of the errors. 

Therefore, external agencies must continue to work in collaboration and ensure the implementation of the health and care quality standards are achieved.  CQC to set and maintain quality standards of the organisation, NMC to ensure professional quality and conduct of nurses and midwives and monitor their training and skills. NICE ensures promotion of medication and nutritional standards and provide guidance. 

 

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