Unit 27 Managing Quality in Health and Social Care

  

Unit 27 Managing Quality in HSC

Unit 27 Managing Quality in Health and Social Care

Aim  

The aim of this unit is to help learners develop an understanding of different perspectives on health and social care service quality and how it is evaluated in order to empower and involve users of services.                      

Learning outcomes

On successful completion of this unit a learner will:

1 Understand differing perspectives of quality in relation to health and social care services

2 Understand strategies for achieving quality in health and social care services

3 Be able to evaluate systems, policies and procedures in health and social care services

4 Understand methodologies for evaluating health and social care service quality.    

Unit 27 Managing Quality in Health and Social Care

Unit content 

1 Understand differing perspectives of quality in relation to health and social care

Services

Quality perspectives: perspectives of external bodies eg conformance; perspectives of staff;

Perspectives of those who use services eg Seroquel – Zenithal, Parasuraman and Berry;

technical quality; functional quality; quality assurance; quality control; quality audit; quality management Stakeholders: external agencies eg Care Quality Commission; Supporting People; National Institute for Clinical Excellence; Health Service Commissioners; local authorities; users of services eg direct users of services, families, careers; professionals; managers; support workers 

Unit 27 Managing Quality in Health and Social Care

2 Understand strategies for achieving quality in health and social care services

Standards: minimum standards; best practice; benchmarks; performance indicators; charters; codes of practice; legislation eg local, national, European Implementing quality: planning, policies and procedures; target setting; audit; monitoring; review; resources (financial, equipment, personnel, accommodation); communication; information; adapting to change Barriers: external (inter-agency interactions, legislation, social policy); internal (risks, resources, organizational structures, interactions between people) 

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3 Be able to evaluate systems, policies and procedures in health and social care

Services

Evaluating quality: different quality methods and systems eg Total Quality Management,

Continuous Quality Improvement; concepts; preventing problems; management leadership,

control of processes, involvement of people; quality circles Health and care organization: services eg an NHS trust, a local authority social care service, a private health or social care service, a not-for-profit health and care service Improving quality: methods eg customer service, empowering users of services, functional quality, putting people first, valuing front-line staff, internally generated standards that exceed minimum requirements 

Unit 27 Managing Quality in Health and Social Care

4 Understand methodologies for evaluating health and social care service quality

Methods for assessing service quality: methods eg questionnaires, focus groups, structured and semi-structured interviews, panels, complaints procedures, road shows Perspectives: external eg requirements of inspection agencies (minimum standards); internal eg organizational standards; continuous improvement Involving users of services: mechanisms eg consultation, panels, empowerment, user managed services

Unit 27 Managing Quality in Health and Social Care

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