Concept of health and social care quality majorly put focus on the managing quality of health care services. Health care service is crucial factor to maintain and promote health care services in order to prevent disease, reducing premature death and disability. In order to establish this research study the selected organization namely The Royal United that has failed to provide quality service for their clients. Not providing proper quality related to health care service has created major issue for the healthcare standard of the selected hospital. This research will elaborate on several perspective qualities such as stakeholders’ perspective. Strategies to achieve and methodology to describe quality of services will have pertained in the current study.
External stakeholders of The Royal United hospital have their own perspective regarding quality standard of social and healthcare. As mentioned by Goodridge (2018, p. 385), the previous service user of the hospital has complained about the service quality of Royal United Hospital. As per my opinion, the stakeholders of social and healthcare services are employees, technicians, service user.
Perspective of employees: Employees provides service for the service users have the liability and responsibility for maintaining quality of Royal United Hospital. Thus, it can be suggested that employees of this organization require performing more efficiently.
As commented by Healy (2016, p. 21), the major two external agencies related to social and health care are National Institute of clinical excellence and Care Quality Commission. Care Quality Commission is public body of UK that set conditions and standards related to social and health care services. This organization has major effect on the above-mentioned organization, as it fails to provide quality service for the patients. This external organization safeguards the services of healthcare industry by setting standard for the services users of hospitals. It has helped the Royal United hospital to set the standard, as their service quality was poor before. Additionally, this external agency regulates and supervises services of the social and healthcare and ensures right for individual patients. On the other hand, National Institute for Clinical Excellence provides guidelines and gives advice for health and social care on time basis. Additionally, this organization involves the standard for the health and social care services. This organization also helps the healthcare organization by providing information related to the industry.
Poor service quality has major impact on the stakeholders in several ways. It has impact on both the organization and service users. Poor quality of service has effect on the organization in several manners. However, if quality of social and health care is not properly managed by the organization, as result it can create serious consequence for the organization. It may lead to inability to improve social and health well being of the service users, as the organization is responsible for commissioning and planning in order to meet the criteria of the service user. In my opinion, this will also affect the safety part of the service quality and will affect cost-effectiveness. Inappropriate quality has to lead the Royal United Hospital to poor healthcare effectiveness. Safety of the service user has not been guaranteed and as outcome patient has faced poor experience related to health care. According to Brett (2014, p. 641), external regulatory body has identified that the organization has not maintained the standard of health care. This influenced the health of the service user in several ways. As the organization has not fulfilled requirement of service users, it has affected the health of service users. The organization was using poor quality of health care service and the equipment that is being used for patient care has deteriorated the health condition of the patient. The trainers of healthcare professionals have not provided effective training, which has made the service quality of organization worse.
The data of this study has been collected from primary resources. Interview has been conducted for organizational manager, in order to know their view for quality improvement. In order to know the view of employees and patients, the survey has been conducted. This study has used both qualitative and quantitative technique in order to establish this research study. This method of data collection has helped the researcher to get proper information about health and social care service of Royal United Hospital.
Health Service command of UK measures the service quality of social and health care. 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. According to Glasby (2017, p. 17), the measurement of health care service includes structure measurement, process measurement, patient experience measurement, outcome measurement. In the part of structure measurement, this health service command evaluates infrastructure of healthcare management, for this research, it is a hospital. This measurement includes capability and facility of employees, policy, and structure. Structure measurement helps the organization to see the quality care system. Process measurement provides specific services for the patients by following the guideline. However, it is not allowed in the Royal United hospital. Process measure captures true quality that provided by the organization. On the other hand, outcome measurement needs detail information about the service user. Patient Experience measurement provides feedback from the patient about the quality care of the organization. It helps to measure accessibility and clarity related information that an healthcare service provider provides. On the other hand, outcome measurement provides information related to medical records. This measurement looks at the effect of the health care that has been provided to the consumer.
This research study has elaborated several stakeholders related to health and social care services, which has included perspective of employees, technician, service user and legal bodies. Role of the external agencies such as Care Quality Commission and National Institute for clinical Excellence put emphasis on the research study. Impact of poor quality service has described in the current context. Measurement of healthcare standard, different approaches, and potential barriers have been described in this study. Effectiveness of procedure, policies, and system has been elaborated related to health care services. Additionally, this research study has described the impact of service user in evaluation process.