Q Assignment is all about Quality management in health and social care sector is considered to be of great importance Home, - MANAGING QUALITY IN HEALTH AND SOCIAL CARE Introduction Quality management in health and social care sector is considered to be of great importance. This assignment aims to demonstrate different perspectives of quality management that are followed in Russell House care home. It also effectively suggests strategies in order to maintain quality standards in Russell House care home. Task 1 1.1 Explanation of perspectives that stakeholders in health and social care have regarding quality in Russell House care home 1.1.1 Technical quality: It has been observed that quality management in Health care and sector have become very important in order to provide optimum care standards to service users. Lately it has been observed in Russell house care home that the services are not working in a very standardized manner and it is in requirement of improvement, which has to be done in order to mark it standards to be ‘good’. According to Aveyard (2014), stakeholders in a health care and social care sector are both the service providers and service users. Hence, there is a requirement to control all quality standards in order to maintain quality level in health and social care sector. Technology is considered to be of great help in such condition. It has been observed the various technologically advanced medical equipments provide great help in taking care of service providers. 1.1.2 Functional quality: Functional quality in health and social care is considered to of great importance. It means to maintenance of quality in day to day operations of care home. It has been observed in Russell house care home that care audits are conducted in every month, where care plans are evaluated. Hence, in this manner Russell house care home maintains quality control over its functional operations. Safety audits are also performed in this care home, which shows that it is adhering to health and safety standards and its policies and regulations. According to Bowling (2014), maintenance of functional standards in health care and social care sector have led to attraction of more service users as relatives and family members of service users can be satisfied regarding provision of quality services in care homes. It also gets recommendation on the basis of ‘word of mouth’. 1.1.3 Quality control and audit: Regular audits and evaluation helps in the process of maintenance of quality checks and quality control in health care and social care sector. Hence, in a very similar manner, Russell house care home conducts quality audits and inspections in order to justify quality perspectives of its stakeholders. All stakeholders in health and social care have similar perspective regarding maintenance of quality (Baker et al. 2014). According to Blumenthal and McGinnis (2015), it is evident that governmental and different regulatory bodies have been highly concerned towards adherence to norms that are legal. They have been very particular about safety and quality standards in health care home in UK. This is the reason of surprise inspection that have been conducted in Russell house care home. 1.2 Analysis of the role of external agencies in setting standards for quality in Russell House care home 1.2.1 Care quality Commission: This is an external agency in the United Kingdom, which is in charge of monitoring different care practise in health care and social care sector (Drummond et al. 2015). In Russell house care home ratings and ranking on different parameters have been done by service users. This method was first suggested by Care quality Commission. This is a very innovative and efficient manner in order to maintain quality standards and regulation in health care and social care. In consideration to the case of Russell house care home, it can be suggested that care providers are required to take some more quality control in the context of their awareness regarding issues of service users, so that their quality standards can be reached to a high rate. 1.2.2 Direct users of services Direct users of service are the service users itself, who need care plan and support in order to survive without any issues. According to Folland et al. (2016), service users are considered to be the main stakeholders in health and social acre. It has been observed that if health care sectors are providing them with high quality service, then it is them, who are getting benefitted. If health care services are providing them with services that are not up to the mark then it is the service users, who are getting affected the most (Munn-Giddings and Winter, 2013). Hence, they are getting influenced directly. In the context of Russell house care home, many service users have reported high care standards and many have reported that the services are not that up[ to date. Hence, it can be said that services are required to be monitored so that service users can be provided with their rights. 1.2.3 Managers: It is the responsibility of managers to ensure that all social service workers are delivering their responsibilities with utmost faithfulness. It is also the duty of management to evaluate and monitor that all health care practices and procedures are adhered to all health care and social care acts and regulations. In the context of Russell house care home, it can be stated that management can take some responsibility regarding conduction of surprise inspections, as even they are the stakeholders of health and social care sector (Corrigan et al. 2014). 1.3 Assessment of the impact of poor service quality on the stakeholders of health and social care organisation in Russell House care home 1.3.1 Families: It can be analysed that degradation in service quality will effectively impact the families of service users. According to De Raeve et al. (2017), care homes have been established in order to take care of those individuals, who are incapable of taking care of them. Hence, family members, who are incapable of taking required care of person, who are suffering or aged are providing their trust on these care homes and keeping them there. Hence, poor service quality will not only influence negatively the service users but at the same time will also influence their family members. This will also led to switching their care homes. 1.3.2 Carers It has been observed that in majority of times in Russell house care home, service providers or carers feel stressed because of arguments of high level and various other complaints by the relatives and friends of service users. This is a resultant of poor quality service. This is justified in consideration to the poor service quality. According to Feagin and Bennefield (2014), there have been situation in many service care homes, wherein the level of the problem that is faced by service users because of poor quality has been very high and have resulted in legal consequences. Task 2 2.1 Explain the standards that exist in health and social care for measuring in Russell House care home 2.1.1 Minimum standards In the context of Russell house care home, there is a requirement of maintaining ISO 9000/14000, standard. It is of utmost important in Russell house care home that service users must get personalised service. Accruing to Funk (2016), in personalised service, service users have the rights to involve in their care plans and choice their preferable care time delivery with duration. Hence, it must be ensured in Russell house care home that all rights that have been provided by the government of UK are effectively provided to service users. According to Grajales et al. (2014), it is even the right of service users, availing personalized services to choose their carers. Hence, it is a requirement in Russell house care home that they must abide by all rights of service users regarding availability of personalized services. Hence, they are required to maintain these basic standards. 2.1.2 Legislations In consideration to health care and social care regulations and legislations, it is a must that every service users is required to be treated or provided care equally neglecting their sex, religion ego and also the level of income. The equality act of 2008 is required to be fully adhering to all health care and social care homes (Greaves et al. 2013). In Russell house care home all service users are equally treated and provided care irrespective of their cast, creed and sex. All service users are also not discriminated based on their disability (Krachler and Greer, 2015). Russell house care home is fully adhered to the privacy act of 1998. According to Laschinger et al. (2015), the privacy act of 1998 concentrates on sharing information that can impact the lives of individuals, whose data have been shared. 2.1.3 Benchmarks and performance indicators In order to operate in health and social care in an efficient manner, it is important to maintain standards and set benchmarks. In the context of Russell house care home, it can be said that this care home makes best use of inspection records so that it can improve from its set bench marks. According to Michalos (2017), there is a requirement of improving facilities and infrastructure of an organization from the inspected records and observations. Hence, in a very similar manner, Russell house care home can follow this trend 2.2 Evaluate different approaches to implementing quality systems in Russell House care home 2.2.1 Planning A plan or quality can be effectively implemented through the means of effective team planning in team meetings or discussions. According to Millar and Hall (2013), if any problem have been analysed then, it requires proper planning to analyse the solution in order to eradicate it. Hence, it can be said that Russell house care home needs to analyze the problems that have been demonstrated in the report. Based on the issues and challenges that can hamper the productivity and effecting care planning of Russell house care home, it can meet the challenges through the means of effective planning. 2.2.2 Settings of targets Setting of targets, make completion of aim in a very effective manner (). Setting of objectives and aims makes less time consumption as effective planning can be made accordingly. In the context of Russell house care home, it can be said that there is a requirement of setting of targets in this care home as there is aw lot of improvement that is required in this care home. 2.2.3 Communication There is a requirement of different analytical ways in order to spread the information among the subordinates, peers and various team members. It needs to be fair enough to know various ways in which pair of information needs to be or can be shared with care workers, managers regulatory bodies and also different type of agencies (Phelan et al. 2015). In the context of Russell house care home, it can be said that, reaction from the providers and client that have been highlighted in the care inspection report are very much important for the satisfaction of service users. There is a requirement to make everyone aware of their shortcomings and lacking in the process of providing them with effective service. This is only possible through executive communication skills and procedures. 2.3 Analyse potential barriers to delivery of quality health and social care services in Russell House care home 2.3.1 External barriers There are many external barriers that are faced by Russell house care home, in order to deliver their required quality services in their care home. It has been observed that legislations also play a very important role in setting as barriers. Often care providers are not able to discuss the cases with others as because of data privacy act of 1999. This creates a hindrance in effective care planning. There are times when there is a requirement of effective procedures to be maintained in order to control dementia patients. But it does not happen due to various regulations and hindrances from external agencies (Reiss-Brennan et al. 2016). 2.3.2 Internal barriers Internal barriers can also play a role in creating hindrances in delivering of quality standards. There have been evidences in Russell house care home, when the organizational structure has created issues. This has impacted provision of quality services in care home and has also created legal issues (Song et al. 2014). Task 3 3.1 Evaluate the effectiveness of systems, policies and procedures used in the health and social care setting in achieving quality in the service(s) offered in Russell House care home 3.1.1 Leadership This is one of the major skills that is used in Russell house care home in order to evaluate the effectiveness of quality systems and procedures in the care home. It has been observed that various procedures can be effectively monitored by leaders in health and social care sectors. 3.1.2 Involvement of people It has been noticed that if people are involved in them their care plans then it will be set as per their requirements. According to Valentine et al. (2015), in personalized care plans involvement of people is their right, they are the ones to decide everything regarding their personalized care plans. Hence, involvement of people in their care plans will definitely be able to analyze the quality. 3.2 Analyse other factor(s) that influence the achievement of quality in the health and social care service in Russell House care home 3.2.1 Total quality management Quality improvements have been an essential element that needs to gain large priority by care home of Russell house care home. There have been various ways and techniques that have been helping on a ground of the bringing of improvement regarding quality management (van Leeuwen et al. 2014). It has been observed that in order to improve the quality of care in Russell house care home, it focuses on its total quality management. 3.2.2 Continuous quality improvement Russell house care home believe that their way to improvement is through the means of continuous quality improvement. According to Williams et al. (2014), quality standards can be effectively achieved if there is a continuous improvement towards it. Hence it can be said that care planning and their quality can be effectively managed if it is looked upon at continuous rate. 3.3 Suggest ways in which the health and social care facility could improve quality in Russell House care home 3.3.1 Effective customer service It has been observed that the only way to improve quality services in health and social care sector is to putting its customers first. The main agendas of establishuing health and care homes are to provide service users with the care plans that they have come to avail. It must be noted that personalised care services are the right of every citizen of UK. According to Zhu et al. (2014), government of UK have also granted personal budget to these service users in order to avail personalised services. Hence, these must be taken care of ijn Russell house care home. 3.3.2 Empowering users of service In order to increase the efficiency of care plans of its quality, Russell house care home can empower its service users. This means including them in care planning. It must be noted that government have provided them with the right to involve in the planning of their care plans. Hence, it is not a liability but a right that has been provided by the government to service users to be involved in their care plans. Hence, they must be empowered. This will effectively increase the quality services and will definitely lead to improvement (Atherton et al. 2015). Task 4 4.1 Evaluate methods for evaluating health and social care service quality with regard to external and internal perspectives in Russell House care home 4.1.1 Questionnaires According to Brett et al. (2014), it has been evident in many organisations, that developing of questionnaires have resulted in identification of issues in health and social care sector. It has been observed that taking online surveys of the residents as well as of the family members of service users have resulted in identification of problems. Identification of problems in health and social care is very necessary in order to take effective steps towards it. These can be effectively implemented in Russell house care home. 4.1.2 Semi structured and semi structured interviews Conduction of structured interviews and semi structures interviews effectively helps in the procedure of analysing of the loopholes in health and social care sector. Hence, Russell house care home can conduct interviews of family members in order to know if they are content with their services and care. This will effectively result in making their services good enough and will increase their service quality (Semanticscholar.org, 2017). 4.1.3 Complaint procedures Effective complaint procedure will help in successful management of complaints. According to Snape et al. (2014), it is very important to give preference to the complaints made by service users or their family members. In Russell house care home; there is a requirement of effective complaint procedure so that the complaints that are made by family members are effectively dealt with. Russell house care home can also hire a team to manage those complaints. This will increase service quality and will attract many service users across UK. 4.2 Discuss the impact that involving users of services in the evaluation process has on service quality in Russell House care home 4.2.1 User managed services User managed services will effectively lead to maintaining quality standards in health care sector Williams et al. (2014). It is evident that all procedures and policies are adhered to heath care and safety act in Russell house care home. There is a requirement of regular conduction of surprise inspections from inspection agencies. User managed services will effectively lead top empowerment of service users in Russell house care home. This will lead to providing them with real personalized services, which is their right. 4.2.2 Consultations Russell house care home can also take advice from different consultation agencies that deal with service care homes. Inclusion of consultation in quality management in health and social care will lead to continuous improvement. It has been observed that in order to properly maintain quality standards consultation can be taken from various top performing care homes. This will lead to providing service users with effective services that are their requirement and their right. Effective training sessions are sometimes arranged by consultation agencies in order to develop the skills of service providers and carers. Conclusion It can be observed that in order to maintain quality it is required to implement some very effective steps. Health and social care sector is required to put their customers first so that they can empower their services users. Then only they will be able to provide them with effective services. Health and social care sector is also required to improve their services by adhering to legislations and regulations.