Unit 27: Managing Quality in Health and social care

Unit 27:
Managing Quality in
Health and social care
Unit code:
K/601/1670
QCF level:
5
Credit value:
15
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• 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.
• Unit abstract
Quality is an essential component of health and
social care services and a concept with many different interpretations and
perspectives. It is important to both users of health and social care services
and external stakeholders. In this unit learners will gain knowledge of theseHND Assignment Help
differing perspectives and consider ways in which health and care service
quality may be improved. Improvement of service quality requires both the
empowerment and involvement of users of services, as well as addressing the
requirements of external regulatory bodies. Learners will explore the
requirements of external regulators and contrast them with the expectations of
those who use services. Learners will also gain knowledge of some of the
methods that can be used to assess different quality perspectives, and develop
the ability to evaluate these methods against service objectives.
Health and social care is a high contact service
industry, and learners will be introduced to some of the concepts of managing
service quality with an aim of achieving continuous improvement and exceeding
minimum standards.
• 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 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
Servqual – Zeithaml, 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, carers; professionals; managers; support workers
unit 3 customer service
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, organisational structures, interactions between people)
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 organisation: 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
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 organisational standards; continuous improvement
Involving users of services: mechanisms eg consultation, panels,
empowerment, user managed services
Learning outcomes and assessment criteria
Learning outcomes
Assessment criteria for pass
On successful completion of
The learner can:
this unit a learner will:
LO1 Understand differing
1.1
explain perspectives that
stakeholders in health and
perspectives of quality in
social care have regarding quality
relation to health and social
1.2
analyse the role of external
agencies in setting
care services
standards

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1.3
assess the impact of poor service
quality on health and
social care stakeholders
LO2 Understand strategies for
2.1
explain the standards that exist
in health and social care
achieving quality in health
for measuring quality
and social care services
2.2
evaluate different approaches to
implementing quality
systems
2.3
analyse potential barriers to
delivery of quality health
and social care services
LO3 Be able to evaluate systems,
3.1
evaluate the effectiveness of
systems, policies and
policies and procedures in
procedures used in a health and
social care setting in
health and social care
achieving quality in the
service(s) offered
Services
3.2
analyse other factors that
influence the achievement of
quality in the health and social
care service
3.3
suggest ways in which the health
and social care service
could improve its quality
LO4 Understand methodologies
4.1
evaluate methods for evaluating
health and social care

Understanding specific need in health and social care
for evaluating health and
service quality with regard to
external and internal
social care service quality.
perspectives
4.2
discuss the impact that involving
users of services in the
evaluation process has on service
quality.
Guidance
Links
This unit has links with, for example:
•Unit 1: Communicating in Health and Social Care Organisations
•Unit 2: Principles of Health and Social Care Practice
•Unit 3: Health and Safety in the Health and Social Care Workplace.
This unit also has links with the National
Occupational Standards in Health and Social Care. See Annexe B for mapping.
This unit also has links with the National
Occupational Standards in Leadership and Management for Care Services. See Annexe C for mapping.
Essential requirements

Understanding specific need in health and social care
Learners will need access to information about
local standards and targets for health and social care services.
It is strongly recommended that learners have
the use of an authentic health or social care setting for the assessment of
learning outcome 3. However, if this is not appropriate for the learner’s role
and responsibilities or if there are concerns about access to a particular
setting, a simulated scenario with appropriate supporting documents (policies
etc) may be used. Learners must consult with their tutor about the aspect of
service chosen to ensure that there will be sufficient evidence to meet the
assessment criteria fully.
Employer engagement and vocational contexts
Engagement with health and social care employers
would be beneficial for both learners who are employees and those on work
placement in settings, especially if the setting can be used as a case study
for assessment purposes. The broad assessment requirements of the unit should
be shared with the employer.

 

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