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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


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 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, organizational structures, interactions between people)


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


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


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

Learning outcomes and assessment criteria
Learning outcomes Assessment criteria for pass
On successful completion of 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 Business strategy assignment help Financial  management Assignment help Travel and tourism Management
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.
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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