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






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 these 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.













BH023333 – Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Health and Social Care –
127

Issue 1 – May 2010 © Edexcel Limited 2010





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 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


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






128
BH023333 – Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Health and Social Care

– Issue 1 – May 2010 © Edexcel Limited 2010





UNIT 27: MANAGING QUALITY IN HEALTH AND SOCIAL CARE





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









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


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.






























BH023333 – Edexcel BTEC Levels 4 and 5 Higher Nationals specification in Health and Social Care –
129

Issue 1 – May 2010 © Edexcel Limited 2010





UNIT 27: MANAGING QUALITY IN HEALTH AND SOCIAL CARE





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

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.





Assignment help

Comments