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
UnderstandHND Assignment Help
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:

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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.

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