Managing Quality
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Methods for evaluating the quality of health and care service It is essential for Local authority facilities to evaluate the quality of health and care services in order to identify loopholes present in the service quality. For evaluating the quality of health and care services, there are following methods that can be considered by the management of organization. These methods are mentioned below as:
Managing Quality
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Continued‌. Quality audit It includes the process that is used to monitor the quality of systems, policies and methods in the organization. Monitoring of all the above elements is conducted by the auditor and quality team of organization for the purpose of evaluating the problems and issues available in the quality of health and care services. In this process, standards of ISO 9000 are considered that include various rules, tools and regulations.
Continued‌.
Feedback It is also one of the effective methods that can be used to evaluate the quality of services in health and social care. According to this method, manager of the organization needs to take feedback from their service users and service workers regarding the quality of services. By taking feedback, management will be able to ensure about the loopholes available at their workplace.
Managing Quality
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Continued‌.
Total quality management ( TQM) Total quality management is a type of management system that helps organization to improve its quality of services by focusing on continuous improvement. It also focuses to communicate with all the staff members and service users in order to ensure about the errors that are existing in the quality of services in health and social care.
Continued‌. SERVQUAL
It is one of the most effective tools of quality management that consists of five factors including reliability, tangibles, assurance, responsiveness and empathy. Considering these all factors will be helpful for Local Authority Facility to perform its quality management practices in an effective manner. Description of these factors are as follows: • Reliability: This factor influences organization to fulfil the needs of service users as per their promises.
SERVQUAL • Tangibles: Equipment, physical tools and other appliances used by organisation in their health and care services should be based on high quality. • Assurance: There must have availability of skilled, trained and confident professionals in order to enhance the effectiveness of care practices. • Responsiveness: It is the responsibility of staff members to provide better services to service users in accordance to their needs. • Empathy: It is required for organization to pay equal attention to each service user.
SERVQUAL
Managing Quality
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Impact of involving service users in the evaluation process in the respect of service quality • In order to overcome the issue of infectious disease and improve the quality of services, it is necessary for the management of Local Authority Facility to involve service users in the evaluation process in the respect of service quality. • By involving service users in the evaluation process, management will able to identify actual problems available in the quality of health and care services. • In addition to this, it helps in understanding the opinions and views of service users through which better solutions can be taken in order to enhance the quality of services.
Continuous…. • By involving service users in such process, management will be able to take feedback from them related to quality of services provided by the workers of organization.
• Availability of feedback leads organization to properly understand about the needs of service users in the respect of service quality. • Further, it helps in identifying loopholes that have been continuously decreasing the quality of services.
References • Barth, R. P., 2005. Residential care: From here to eternity. International Journal of Social Welfare. 14(3). pp. 158-162. • Dickinson, H., 2006. The evaluation of health and social care partnerships: an analysis of approaches and synthesis for the future. Health & social care in the community. 14(5). pp. 375-383. • Hawkins, D. M. and Olwell, D. H., 2012. Cumulative sum charts and charting for quality improvement. Springer Science & Business Media.
Managing Quality
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