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Managing Quality in Health and Social Care

Introduction to Health and Social Care Management

Managing health and social care aspects has becoming crucial for the firms and this also assists in promoting healthy and fit world. The present research report has been made with an attempt to reflect the views of all stakeholders from quality point of view. All types of medical care concerns are required to provide only quality services to the patients as through this, care home will be able to retain the interest of stakeholders (Nolan, Moonie and Lavers, 2005). The report further is also focusing on several techniques and approaches for measuring quality in healthcare services and alongside the role of hospital and the department of health in setting of clinic waiting standards is also being mentioned. From the present case, it has been mentioned that the clinic of NHS has been facing several complaints from patients wherein it fails to provide proper waiting services to the patients even in unstable state. This up to some extent reduces the interest of patients and because of nonavailability of staff members; the problem has been increasing further. Thus some recommendations as well as opinions will be provided to NHS clinic based on some approaches that could enhance quality systems

Task 1 Quality perspective in health and social care


For the purpose of meeting the needs and demands of patients, it is very much crucial for NHS to deliver only quality services and at every stage, their complaints and queries needs to be sort out. The foremost stakeholders of NHS are its employees, service users, government, public and other health care practitioners (Ericson and, 2001). NHS clinic is requisite to consider the issue of queue management as that might impact the delivery of health services. The current customer base can be retained and maintained by providing only appropriate and accurate medical services to the patients. Hence it will result in prominent service delivery. NHS clinic is directly required to maintain quality assessment techniques so that the level of medical services can be ascertained and this will also maintain the interest of customers in service delivery (Bradshaw, 2005). Employees and health care service providers are also the crucial part of stakeholders hence they should be provided with some types of benefits as through this only; long term sustainability can be accomplished. It is the duty of NHS clinic to treat all the employees and service providers in equal and fair manner as this is the best source to motivate employees thus the level of productivity can be enhanced (Day and Wigens, 2006). The clinic is not at all allowed to discriminate the service providers on any of the basis. It has been observed that the owners and public domain demands for quality services as this has a direct impact on the profitability and sustainability aspect of business and thus it could alter the ratio of investment and charity.


In order to serve better services to the patients, it is crucial for NHS clinic to identify the areas of improvements and that could be done with the help of Object Oriented Model. The main aim behind introducing such object model is to search for best quality and the reason behind the adoption of such model is to assist health and social care concerns to manage quality aspects on the practices and code of conducts (Glasby, 2012). The core reason is to meet quality by the way of meeting code of practices and the quality declaration of the European Statistical System. Considering OOQ model, NHS clinic will be able to promote health care facets in different sections of the society through the means of several measures for controlling roadblocks from quality. Although the firm has already been undertaking quality systems; however due to some issues NHS clinic has been facing several problems from patient’s side. Specified model is appropriate for profit, non profit and all types of firms. This also assists the health care concerns to identify objects based on external environment and what forces changes the scenario of subsequent metaphors. With the help of such model, NHS will be able to manage previous records and thus queries of patients could be managed appropriately (Nordgren, 2011). This will also aid patients to get proper assistance and medical care; thus improves the level of services.


All the health care firms are required to consider the principle of care as that is directly integrated with the authorities of patients (Roinn, 2006). NHS clinic in the present case should not discriminate any of the patients on any grounds and to maintain their interest, equal support and dignity should be rendered. The clinic will be able to integrate with the principles of care only at the time when it will treat all the employees in fair and equitable manner. Integration can be done effectively only when respect and dignity will be provided to the patients. NHS is required to deliver proper care to the patients as through this, the queries of patients could be managed in appropriate manner. The clinic in such manner is also required to support people’s right, beliefs and preferences and each patient must get supportive relationship with team members of the clinic (Bonehill, 2011). The care home must have to maintain records of each and every patient so that at the time of inspection previous records can be ascertained. NHS clinic is also required to prevent all the patients from harms and hazards since they are held responsible to provide best care to patients.


It is crucial for NHS clinic to reduce the number of complaints as through this, improved process for queue management can be encouraged. The present case says that NHS clinic has been facing many problems from service user’s end as they have to wait for longer span of time (Pike and, 2011). They are confronted that receptionist is unable to provide hasty services to the customers which in turn leads them to face many types of problems along with queues. In order to protect the interest of patients, it is crucial NHS clinic to facilitate several types of amenities to them as that will also promote health care services. The problem of waiting line can be reduced when the staff will call the patients only at the time when doctors are free to consult them. The personnel management needs to discuss each and every aspect with the patients so that their advices can also be collected for efficient treatment. All the staff members of NHS clinic are required to treat the employees in equal manner as that avoids discrimination (Nolan, Moonie and Lavers, 2005). The management should also organize several types of training sessions for the upliftment of employees and this will also make them efficient enough to deal with risks and hazards. Better quality medicated services should be provided as that ensures maintenance of good and accurate decisions.

Task 2 strategies for achieving quality


In order to measure the ratio of performance, it is crucial for NHS clinic to undertake distinct sorts of measurement parameters and criteria as through this, NHS clinic could enhance its competency and ability ratio. The clinic through such measures could also be able to differentiate the services with others (Ellis and, 2007). NHS could go for standard criteria in which they should set some parameters which the service providers are bound to follow as through this only, quality aspects can be maintained. Any such employee fail to comply with those rules and norms should be punished with imprisonment. Time to time inspection is also the best criteria through which quality and level of service can be found out and this also ascertain to find out the differentiating factor of NHS. The clinic could also get customer feedback in the existing level of services as through this; appropriate and defined medicated services can be delivered. This is also the best way to manage the level of medical services (Bonehill, 2011). NHS could also consider regular monitoring as through this, roadblocks and deviations can be ascertained and this will also obstruct the service providers to get indulged in unethical practices. Nonetheless the performance could also be measured with the help of assessing the contribution of medical services in current customer base as that will also produce the degree of customer base.


Since NHS has been dealing in providing medical services to the patients therefore the clinic is requisite to implement quality system as through this, the best and competent services can be provided. If the clinic is able to manage quality system; then it will directly impact the current customer base and that also improves the ratio of productivity (Bradshaw, 2005). The management is also required to provide only quality and best medicated services to the patients and that should not be expired as that may harm the health of services users. The doctors are required to access the patients even in emergency situation as that ensures maintenance of quality systems. It has been observed in many of the cases that NHS already provides quality services to the users by accomplishing with distinct models. Benchmarks in terms of quality can be maintained and that should also be monitored time to time. The below part will be including some of the approaches which could be used for subsequent purposes:

  • No formal system but a culture of review and change
  • National occupational standards
  • Sub sectoral systems (Clouston and Westcott, 2005)
  • In house or tailor made systems
  • Off the shelf systems


NHS clinic will be able to maintain quality services in the existing line only after considering the needs and demands of patients. The clinic must develop capability level as that ensures healthy and appropriate services (Day and Wigens, 2006). Distinct sorts of dimensions such as person-centered assessment, cares planning and review systems can be developed in order to ensure health and safety. The clinic at level is required to monitor each and every aspect so that roadblocks and errors can be ascertained within the time limits. Considering the developed health care records could also help the clinic to measure the performance of health and safety aspects. NHS clinic is also required to access and identify all the records concerned with patient’s services as through this, superior quality services can be delivered to the end users. In such manner, Total Quality System can also be used as through this, quality standards could be made and alongside it also ensures ascertainment of areas that needs development and improvements within different market segments (Ellis and, 2007). NHS is required to consider health and social care aspects and for this, quality systems can be assessed since at the same time, it will enhance the ratio of funds from different charities.


It is the impact of quality of clinic that motivates the patients to get services from the same organization for longer span of time. If NHs is concerned about health care aspects, then it leads the business to facilitate word of mouth publicity (Ericson and, 2001). Health and social care organization could enhance the ratio of customer satisfaction when it is able to deliver quality services to existing number of patients. This also assists in service promotion even beyond the international boundaries. NHS has been delivering free of cost medical services which is the core reason that helps the business to promote its services even in diverse countries. This is the way by which NHS gets number of patients to be served each and every day. Just to satiate needs and demands of service users, it is crucial as well imperative for NHS to consider the impact of quality services (Everson and Zhang, 2000). The employees should get several types of benefits as this will only motivate them to upgrade the level of medical services. Moreover this will also assist them to get recognition from the top authority. Moreover this up to some extent will also encourage the employees to become motivated person and thus it ensures proper delivery of services. The health care practitioners might have to attend training and coaching sessions which sometimes they consider it unnecessary (Feilder, Yarker and Lewis, 2008). Maintenance of quality systems will only help the workforces to get huge support from diverse regulatory bodies as that even ensures regular flow of investment from different bodies.


It is quite apparent that NHS faces different types of barriers at the time of promoting quality services in medical concern. Resource related barrier and time barrier are the observed obstacles which health care organizations are facing while promoting health related aspects (Fisher, 2005). At the time of promoting health care concerns, the clinic must have to get support from each and every workforce as that ensures declined ratio of problems and queries. The below mentioned is the list of some issues and barriers which NHS could face while delivering quality services:

  • Technical problems
  • Unavailability of proper time
  • Resource based problems
  • Lack of employee support

It is also essential for the health and social care concern to consider the impact of such facets as that may hamper the quality of services and this will also assist in ascertaining the areas of improvements and changes. It is then recommended to NHS to provide training and coaching sessions to the employees so that they get motivated to render only quality services to the patients and this will also prove helpful in the present case. Since NHS clinic has been facing severe problems related to the clients as they feel demotivated when the clinic does not provide proper response to them (Garland and Garland, 2006). It is the duty of clinic to consider the impact of patient query as that might hamper the competency of services. Lack of education is also considered as the major problem in such area.

Task 3 Evaluating systems, policies and procedures


NHS is observed to be integrated with many types of policies and plans which further assists in avoiding legal constraints and issues and thus ensures delivery of quality services. It is the contribution of legal policies and strategies only that aids in delivering only ethical and appropriate services to the users. To safeguard the needs and demands of customers, ruling bodies have been contributing many efforts in terms of investing funds (Glasby, 2012). This states that NHS has been considering Discrimination Act, Equality Act, Equal Pay Act and Disability Discrimination Act which assists the to treat all the patients in equitable manner; therefore it also ensures retention of patient interest in services of such firm.


NHS needs to manage each and every facet alongside regulations and the below mentioned part will be covering several elements that influence the achievement of quality in clinic:

  • Achievement of market share
  • Growth in medical world (Nolan, 2006)
  • Desire of competitive advantage
  • Different service provider

These are the main forces that direct NHS and its clinic to go for quality services. This is the only reason that NHS has been serving only quality services. The clinic is also deriving active participation of trainees and patients so that the areas of improvements and modifications can be ascertained.


To improve the quality of services, it is must for NHS clinic to consider the recommendations from previous studies as through this, the level of customer satisfaction can be enhanced (Nolan, Moonie and Lavers, 2005). From the present case, it is being mentioned that the waiting time and standard for the hospital is that patients should be seen within 15 minutes of their scheduled appointment time if they arrive on time. There have been several complaints by patients that they have been waiting for more than 25 minutes despite arriving on time for appointment. A frequent problem with the clinic is that the results of previous investigations are not available at the time of consultation. When this happens, the Nurse in the consulting room has to go to the reception desk and try to print out the results from the hospital IT system. Thus to reduce all such problems, it is must for NHS to develop several policies and strategies which could contribute in effective management.

  • Timely survey and inspection
  • Use of OOQ model (Nordgren, 2011)
  • Regular monitoring and survey
  • Consideration of customer feedback

Task 4 Methodologies for evaluating service quality


NHS must consider distinct approaches to evaluate service quality from internal and external stakeholder’s point of view (Petch, 2012). It is crucial for the internal management to maintain the flow of money as through this, the main motive of quality services can be maintained. Here is the list of all those approaches which NHS could consider for reviewing service quality:

  • Interview
  • Patient’s records
  • Consultation
  • Observation

Hence considering these techniques, NHS could enhance the level of services and this would also help in assessing the areas of modifications (Pike and, 2011). Amid all the mentioned techniques, NHS should consider observation technique as through this, direct supervision can be facilitated and this will also assist in maintaining quality processes.


NHS has to consider the advices and opinions of health care practitioners as through this, the needs and demands of patients could be protected. The health care concern is also required to adopt several types of processes through which patients as well as employees could be protected from risks and hazards. All the employees should be directed to treat all the employees in equal and appropriate manner (Roinn, 2006). NHS clinic should allow the patients to put their advices in treatment as through this, active participation and involvement can be facilitated.


Concluding the entire case, it can be said that NHS needs to enhance the level of services so that to enhance the level of quality and that will also enhance the efficiency of operations. The current research has mentioned several approaches through which NHS would be able to ensure quality services and thus interest of stakeholders could also be maintained.


  • Bonehill, 2011. Managing Health and Safety in the Dental Practice: A Practical Guide. John Wiley.
  • Bradshaw, J., 2005. The role of communication in person centred planning. London: Jessica Kingsley.
  • Clouston, J. T. and Westcott, L., 2005. Working in Health and Social Care: An Introduction for Allied Health Professionals. Elsevier Health Sciences.
  • Day, J. and Wigens, L., 2006. Inter-professional working: An essential guide for health and social care professionals. London: Nelson Thornes.
  • Ellis, R. A. and, 2007., Managing quality improvement of eLearning in a large, campus-based university. Quality Assurance in Education.  
  • Ericson, I. and, 2001. What constitutes good care for people with dementia?. British Journal of Nursing.
  • Everson, J.M. and Zhang, D., 2000. Person-centred planning: characteristics, inhibitors and supports. Education and Training in Mental Retardation and Developmental Disabilities.
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