MS-747 - Unit 23 - FORIDA

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Student Declaration

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Date

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Table of Contents
Activity 1(L01, L02): Report...........................................................................................................4

Introduction:.................................................................................................................................4

Examine the ways in which various legislative and regulatory mandates are considered when
evaluating and keeping track of the quality of healthcare and social services through diverse
theories and methods....................................................................................................................4

Examine critically the influence that methods for evaluating, keeping track of, and enhancing
the standard of practice have on working procedures in a healthcare environment....................5

Analyze critically the effect of a current set of external quality standards on the systems and
operating procedures in a healthcare environment, within a specified timeframe.......................6

Conduct an evaluation of a specific aspect of one's own work procedures to accurately


determine areas where improvements can be made to the existing quality standards.................7

Explain why the chosen aspect requires improvement by utilizing various sources of
information...................................................................................................................................8

Rationalize the aspect of working practices improvement selected in terms of its effect on the
service users' experience of the service........................................................................................9

Assess the evidence collected to facilitate the sharing of information with various stakeholders
regarding the quality improvement needs of the chosen aspect of work procedures..................9

Activity 2(L03, L04) : Presentation with Speakers Note..............................................................10

Conclusion:................................................................................................................................22

References:.................................................................................................................................23

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Activity 1(L01, L02): Report

Introduction:

The delivery of quality health and social care services to the public is a fundamental aspect of the
welfare state. The Care Quality Commission (CQC) has recently conducted a survey to assess
the state of care in 2021/22, and the results highlight some areas of concern in the provision of
these services. In this report, we will be exploring some of the key findings from the CQC survey
and identifying areas for improvement. The aim of this report is to provide a comprehensive
analysis of the current state of care and suggest practical recommendations for enhancing the
quality of health and social care services. This report will provide a comprehensive analysis of
the findings of the CQC survey and explore the various challenges facing the provision of health
and social care services in the UK. The report will also propose potential solutions to address
these challenges and improve the quality of care for patients. A comprehensive report on The
Gordon Hospital UK background has been created (Berman, 1994).

Examine the ways in which various legislative and regulatory mandates are considered when
evaluating and keeping track of the quality of healthcare and social services through diverse
theories and methods.

The legislative and statutory requirements in measuring and monitoring quality in health and
social care are important in ensuring that high standards of care are maintained, and that patients'
needs are met effectively. In the case of Gordon Hospital in the UK, several different theories
and approaches can be used to evaluate the quality of care being provided and to identify areas
for improvement. One approach is the use of regulatory bodies such as the Care Quality
Commission (CQC) in the UK. The CQC is responsible for carrying out regular inspections of
healthcare facilities and assessing their compliance with the relevant legislation and regulations.
This includes the Health and Social Care Act 2008, which sets out the requirements for safe,
effective, and compassionate care in the UK. The CQC also uses surveys and feedback from

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patients, families, and staff to gather information about the quality of care being provided
(Braunstein, 1996).

Another approach is the use of quality improvement theories, such as Total Quality Management
(TQM) and Lean Six Sigma. TQM is an approach that emphasizes continuous improvement,
employee involvement, and customer satisfaction, while Lean Six Sigma is a data-driven
approach that uses statistical methods to identify and eliminate waste and improve efficiency in
healthcare processes (Mann, 2008). Both approaches can be used by Gordon Hospital to identify
areas for improvement and to implement changes that result in better outcomes for patients
(Nicoletti, 2013). Finally, the use of patient-centered care approaches can also play a role in
measuring and monitoring quality in health and social care. This approach places the needs and
preferences of patients at the center of care and seeks to involve them in decisions about their
treatment and care. This can be achieved through the use of patient-reported outcome measures
(PROMs) and patient experience surveys, which provide valuable information about the quality
of care being provided and can help to identify areas for improvement (Lusk & Fater, 2013).

There are several different theories and approaches that can be used to measure and monitor
quality in health and social care, including regulatory bodies, quality improvement theories, and
patient-centered care approaches. By using a combination of these approaches, Gordon Hospital
can ensure that it is providing safe, effective, and compassionate care to its patients, while
continuously improving the quality of care it provides.

Examine critically the influence that methods for evaluating, keeping track of, and enhancing the
standard of practice have on working procedures in a healthcare environment.

The processes for measuring, monitoring, and improving quality of practice play a significant
role in the functioning of Gordon Hospital UK. The hospital can use regular monitoring and
measurement to identify areas for improvement and best practices, ensure compliance with
regulations and standards, and continuously improve care through TQM and Lean Six Sigma
approaches. By putting patients at the center of care through patient-centered approaches and
using patient feedback, Gordon Hospital can provide safe, effective, and compassionate care

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while continuously improving its quality of practice. Gordon Hospital UK can improve its
quality of practice by regularly monitoring and measuring quality, using quality improvement
theories such as TQM and Lean Six Sigma, and putting the needs and preferences of patients at
the center of care through patient-centered care approaches. By using these approaches, the
hospital can identify areas for improvement, learn from best practices, ensure compliance with
regulations and standards, and continuously improve the quality of care it provides to its patients
(William Swierczek, 2014).

Analyze critically the effect of a current set of external quality standards on the systems and
operating procedures in a healthcare environment, within a specified timeframe.

The external quality standards set by organizations such as the Care Quality Commission (CQC)
can have a significant impact on the systems and working practices in a care setting like Gordon
Hospital UK. These standards serve as guidelines for care providers to ensure that they are
providing safe, effective, and high-quality care to their patients. Adherence to these standards
can improve patient satisfaction and trust in the care provided. For example, the CQC survey
mentioned in the scenario highlights the importance of access to care and the impact of waiting
times on the ability of patients to carry out their day-to-day activities. Adhering to external
quality standards can help Gordon Hospital UK ensure that patients are able to access care in a
timely manner, which can improve their overall health and well-being. Additionally, the rising
demand for mental health care and the lack of mental health beds has resulted in patients being
admitted to unsuitable settings or staying in acute hospitals for too long. The external quality
standards set by organizations like the CQC can help Gordon Hospital UK address these
challenges by providing guidelines for the provision of mental health care, which can improve
patient outcomes and reduce the risk of adverse events (Canady, 2018). Furthermore, the GP
Patient Survey highlights a decrease in people's overall experience of making an appointment,
with many saying they were not offered an appointment or there were no appointments available.
Adherence to external quality standards can help Gordon Hospital UK improve the patient
experience by ensuring that patients are able to access primary care services in a timely manner.

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External quality standards can have a significant impact on the systems and working practices in
a care setting like Gordon Hospital UK. Adherence to these standards can improve patient
satisfaction, trust in the care provided, and patient outcomes.

Conduct an evaluation of a specific aspect of one's own work procedures to accurately determine
areas where improvements can be made to the existing quality standards.

To carry out a review of working practices in Gordon Hospital UK, a systematic approach would
be taken. This would involve a comprehensive evaluation of one aspect of care delivery in the
hospital, such as access to care, primary care services, or mental health care. In terms of access
to care, the first step would be to identify the reasons why more than a third of patients on
waiting lists did not feel well supported (Gurch Randhawa, 2013). This could involve analyzing
patient feedback, conducting staff interviews, and reviewing any internal data that may provide
insights into the quality of care being delivered. From this analysis, recommendations could be
made to improve support for patients on waiting lists, such as increasing the availability of
counseling services, providing more information about wait times, or improving communication
between patients and healthcare providers. In terms of primary care services, a review could be
carried out to identify the reasons behind the decline in the percentage of patients who reported a
good experience when making appointments. This could involve gathering data from both
patients and staff, analyzing the scheduling process, and evaluating the availability of
appointment slots. Based on these findings, recommendations could be made to improve the
patient experience when making appointments, such as increasing the number of available
appointment slots, improving communication about wait times, and providing more flexible
scheduling options (Lacey Bryant, 1999). Finally, in terms of mental health care, a review could
be conducted to identify the root causes of patients overstaying in acute mental health facilities
and being admitted to unsuitable settings. This could involve analyzing patient data, reviewing
the availability of mental health beds, and conducting staff interviews. From these findings,
recommendations could be made to improve the quality of mental health care in Gordon Hospital
UK, such as increasing the number of mental health beds, improving the transfer process
between acute and community-based care, and providing more specialized care options for

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patients with mental health needs. By carrying out a review of one aspect of working practices in
Gordon Hospital UK, improvements can be made to the current level of quality and ensure that
patients receive the best possible care.

Explain why the chosen aspect requires improvement by utilizing various sources of information.

Gordon Hospital UK needs to improve its access to primary care (GP services) based on the
decline in people's overall experience of making an appointment, as reported in the 2022 GP
Patient Survey. The survey showed a decrease in satisfaction levels from 71% to 56%. The
sources of information that can be used to identify areas for improvement include survey data
from the CQC, internal audits and performance reports, patient and staff feedback, and
benchmarking against other GP services. Issues such as appointment availability, waiting times,
and patient satisfaction can be analyzed to optimize appointment scheduling and improve the
overall patient experience (Dolan, 2011). To improve access to GP services at Gordon Hospital
UK, the hospital can implement a range of strategies. Firstly, the hospital can focus on improving
appointment booking processes to offer greater flexibility and accessibility to patients. This can
include the use of online booking systems, extended opening hours, and offering a wider range
of appointment times (Noonan et al., 2011). Secondly, the hospital can work to reduce patient
wait times and minimize the number of appointment cancellations. This can involve optimizing
appointment scheduling, increasing staffing levels, and improving the flow of patients through
the clinic. Thirdly, Gordon Hospital UK can focus on improving the patient experience by
placing the needs and preferences of patients at the center of care. This can involve involving
patients in decisions about their treatment and care, and providing high-quality care that is both
safe and effective (Li et al., 2021). Finally, the hospital can work to continuously improve the
quality of its GP services by benchmarking against other GP services in the area and best
practices in primary care. This can help to ensure that the hospital is providing care that meets or
exceeds the standard of care provided by other GP services. By using a combination of these
strategies, Gordon Hospital UK can improve access to primary care (GP services) and provide
safe, effective, and compassionate care to its patients (Stewart, 2016).

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Rationalize the aspect of working practices improvement selected in terms of its effect on the
service users' experience of the service.

A recent survey carried out by CQC showed that the access to care for people aged 65 and over
is a key aspect that requires improvement. Over a third of those on a health waiting list felt
unsupported, and two in five reported a decline in their ability to carry out daily activities (Duke-
Elder, 2016). Improving access to care will improve the experience of service users and their
health and well-being. The survey also showed an insufficient workforce capacity leading to 2.2
million hours of unfulfilled homecare, and a decline in the overall experience of making an
appointment, as seen in the GP Patient Survey (Wise, 2022). The rising demand for mental
health care and a lack of mental health beds has also led to patients staying in acute hospitals too
long or being admitted to unsuitable settings. Improving working practices can have a significant
impact on the experience of service users and the quality of care they receive, and Gordon
Hospital UK can work towards improving access to care, reducing waiting times, and ensuring
patients receive appropriate care in the right setting (Wise, 2016).

Assess the evidence collected to facilitate the sharing of information with various stakeholders
regarding the quality improvement needs of the chosen aspect of work procedures.

The CQC (Care Quality Commission) carried out a survey in 2021/2022 and found that access to
care was a major issue. 37% of people aged 65 and over who had recently used health or social
care services reported feeling unsupported while on a health waiting list, and 41% said their day-
to-day activities worsened while they were waiting (Jencks, 2022). Additionally, there was a
shortage of homecare workers, leading to unmet needs. The 2022 GP Patient Survey showed a
decline in the overall experience of making an appointment, with 56% of respondents having a
good experience compared to 71% in 2021 (Burch & Whittaker, 2022). There was also a rising
demand for mental health care, with a lack of mental health beds leading to patients staying in
acute hospitals for too long or being admitted to inappropriate settings. The evidence gathered
indicates that sharing information with stakeholders is necessary to improve the quality of
working practices at Gordon Hospital UK (Kmietowicz, 2014)

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Activity 2(L03, L04) : Presentation with Speakers Note

Speaker’s note: Good morning everyone,

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I'm here to present a report on the state of health and social care services in the UK. The report,
based on a recent survey by the Care Quality Commission (CQC), highlights areas of concern
and provides a comprehensive analysis of the current state of care.

The report explores the challenges facing the provision of health and social care services, such as
staffing shortages, funding constraints, and increased demand for services. We have also created
a comprehensive report on the Gordon Hospital UK to provide background information.

We will propose solutions to these challenges, drawing upon best practices and innovative
approaches to improve the quality of care for everyone. Our goal is to provide practical
recommendations for health and social care providers, policymakers, and other stakeholders.

Speaker’s note: Now I'd like to present the findings of our recent evaluation of evidence
gathered towards sharing information with different stakeholders regarding the quality
improvement requirements of the aspect of working practice in health and social care.

The CQC survey highlighted access to care as a major issue, with older people reporting feelings
of being unsupported on health waiting lists. Additionally, a shortage of homecare workers and a
decline in GP appointment experiences were noted.

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Our evaluation found a clear need for increased resources in mental health care and the sharing
of information with stakeholders to improve the quality of care. This is essential to address the
challenges facing the provision of health and social care services and ensure that everyone has
access to the best possible care.

To this end, we will be working closely with health and social care providers, policymakers, and
other stakeholders to share this information and facilitate improvements in the quality of care.

Speaker’s note: The recent CQC survey showed a need to improve access to care for people
aged 65 and over, with over a third feeling unsupported on waiting lists and two in five reporting
a decline in their daily activities.

Additionally, insufficient workforce capacity has led to unfulfilled homecare and a decline in the
GP appointment experience, while the rising demand for mental health care and lack of beds is
causing patients to stay in acute hospitals for too long.

Improving working practices can have a significant impact on the service users' experience and
quality of care. This can include reducing waiting times, improving access to care and support,
and enhancing the quality of services provided.

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At Gordon Hospital UK, we understand the importance of this issue and are committed to
making improvements that will benefit our service users. Improving working practices will not
only improve the quality of care, but also help to restore confidence in the health and social care
system.

Speaker’s note: Our goal was to accurately identify improvements that can be made to the
current level of quality.

A systematic approach was taken, including analysis of patient feedback and staff interviews to
identify the reasons behind access to care issues. The scheduling process was also evaluated to
improve the patient experience when making appointments.

In addition, a review of mental health care facilities and patient data was conducted to address
overstays in acute mental health facilities and inappropriate admissions.

Based on our findings, recommendations were made to improve the quality of care delivered at
Gordon Hospital UK. These recommendations focus on addressing access to care issues,
improving the patient experience when making appointments, and ensuring appropriate
admissions and stays in mental health facilities.

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We believe that these improvements will have a positive impact on the quality of care delivered
at Gordon Hospital UK and enhance the overall experience for our patients.

Speaker’s note: The decline in patient experience and satisfaction levels, as reported in the 2022
GP Patient Survey, highlights the need for improvement.

A range of sources of information were used to identify the reasons behind the decline, including
survey data, internal reports, patient feedback, and benchmarking against best practices.

To address the decline in patient experience, a number of strategies will be implemented,


including improving appointment booking processes, reducing wait times, enhancing the overall
patient experience, and benchmarking against best practices in primary care.

For example, appointment booking processes can be improved by introducing online booking
systems, extended hours, and offering a range of appointment times. By continuously
benchmarking against other GP services and best practices in primary care, Gordon Hospital UK
can ensure the quality of its GP services continues to improve.

In conclusion, improving access to GP services is crucial to enhance the overall experience for
our patients. By using a range of sources of information and implementing strategies to improve,
Gordon Hospital UK can ensure it provides the highest level of care.

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Thank you for your attention, and I am open to any questions

Speaker’s note: Our main focus is to develop the skills of our staff in terms of data collection
and sharing practices. Additionally, we will be adopting advanced technology to improve our
data management processes. Communication skills improvement among health professionals is
also a key aspect of our initiative.

By implementing these changes, we expect to see improved accuracy and efficiency in data
collection, leading to better decision-making and improved patient outcomes.

However, it is important to note that this is just the beginning, and we may need to make further
changes and improvements in the future. For example, we may need to review and update our
technology systems, or provide ongoing training to staff to ensure they are up-to-date with the
latest best practices.

Our improvement initiative is an important step towards enhancing the quality of care at Gordon
Hospital. We are committed to continuously evaluating and improving our processes to ensure
we provide the best possible care for our patients.

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Speaker’s note: The main goal of this initiative is to enhance our digital data server and improve
efficiency and effectiveness.

To start, we will engage with our staff members and discuss the plan to improve their skills and
knowledge in data gathering and sharing. The hospital will also invest in the necessary
equipment, such as advanced machinery, to support this process.

Our aim is to raise the standard of data gathering and sharing operations to provide better quality
services to our patients. We will monitor the progress of the plan both digitally and historically,
to ensure its effectiveness and make any necessary adjustments.

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Speaker’s note: This plan aims to address the current limitations of data collection and sharing
within the hospital by incorporating new technology, staff training, and skill development
programs.

It is crucial that the plan is adapted based on feedback and observations. This will ensure that the
plan is feasible, effective and relevant to the needs of the hospital.

To ensure the success of the plan, the hospital must engage with its staff and gather their
feedback to determine their level of readiness and capability in implementing the new strategies.

Additionally, the hospital must continuously monitor its progress and make any necessary
adaptations to ensure that it remains effective and relevant.

By critically reviewing and adapting the plan, Gordon Hospital will be able to improve its data
management operations, providing better quality services to its patients.

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Speaker’s note: As you can see from the table in front of you, the initiative is divided into three
stages. The first stage involves sharing the objectives of the plan with our service providers. Our
senior management team will hold a formal meeting to explain the main goal of the plan and
increase our service providers' understanding.

The second stage involves the acquisition and installation of equipment. Our IT department will
acquire advanced equipment, such as tablets and smartwatches, to improve data gathering and
sharing operations.

Finally, in the third stage, we will invest in training and skill development programs for our staff.
Our senior management and experts engaged by Gordon Hospital UK will conduct three training
sessions every month to influence our employees' knowledge and experience.

We believe that this quality improvement initiative will bring significant benefits to our hospital
and help us provide better services to our patients. We are confident that with the support of our
staff, we can successfully implement this plan.

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Speaker’s note: Firstly, a lack of leadership support can hinder the progress of the project.
Without the backing of our hospital's leadership, it may be difficult to move forward and make
significant changes.

Next, resistance to change is a common issue in quality improvement initiatives. Some


employees may not be open to new methods and techniques, and it's our job to educate and
convince them of the benefits.

Thirdly, limited resources such as funding, personnel, and time can pose a challenge in
implementing the quality improvement project to its full potential. We need to ensure that we
have sufficient resources before moving forward.

Fourthly, limited patient involvement can impact the success of the project. Without proper
engagement and input from patients, it can be challenging to design effective initiatives that meet
their needs and preferences.

Lastly, limited data access can make it difficult to measure the effectiveness of the quality
improvement project and make informed decisions. This is why we need to prioritize the
collection and analysis of accurate and up-to-date data.

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These are just some of the potential and actual barriers to completing our quality improvement
initiative. We must be proactive in addressing these challenges and finding solutions that will
help us achieve our goals.

Speaker’s note: The first issue is poor access to care, where 37% of patients do not feel well
supported while waiting for health services. This is a significant concern that needs to be
addressed immediately.

Second, we are facing a shortage of workforce capacity in homecare services, leading to unmet
needs for many patients. This shortage of staff is having a direct impact on the quality of care
provided and needs to be addressed through recruitment and training initiatives.

Third, we are seeing a decline in the overall experience of making appointments for primary care
services. This is a cause for concern and we need to look at ways to improve the patient
experience when accessing these services.

Finally, there is a rising demand for mental health care, but a shortage of mental health beds is
leading to prolonged hospital stays and unsuitable admissions. This is a critical issue that must be
addressed by investing in mental health facilities and staffing.

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In conclusion, these challenges represent a significant opportunity for us to improve the quality
of care provided by our healthcare system. I am confident that by working together, we can
address these issues and provide the best possible care for all of our patients. Thank you.

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Conclusion:

the survey conducted by CQC in 2021/22 reveals that there are several challenges faced by
Gordon Hospital UK in terms of providing quality care to patients. Access to care is a major
issue, with 37% of patients not feeling well supported while waiting for health services.
Additionally, there is a shortage of workforce capacity in homecare services, leading to unmet
and under-met needs. Accessing primary care services is also a challenge, with people's overall
experience of making an appointment worsening considerably, compared to the previous year.
Furthermore, there is a rising demand for mental health care, but a lack of mental health beds is
leading to patients staying in acute hospitals for too long or being admitted to unsuitable settings.
These challenges highlight the need for Gordon Hospital UK to focus on improving access to
care and providing quality services to patients.

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