LO1

1.1 Explain perspectives that stakeholders in health and social care have regarding quality
A. Define stakeholder.
B. Write name of at 3-4 stakeholders from case study. E.g CQC, Senior, staff, Service users
C. Explain the perspective of 2-3 stakeholders giving example of their perceptions about service quality from case study.

1.2 Analyse the role of external agencies in setting standards
A. Explain in brief what you understand by external agencies?
B. Write the name of 3-4 external agencies related to case study.
C. Analyse the roles of 2-3 external agencies with example from case study.
D. Explain why the role of each agency is important in setting standards and achieving quality outcome.
1.3 Assess the impact of poor service quality on health and social care stakeholders
A. Briefly explain your understanding of service quality
B. Write the name of minimum 3-4 stakeholders from case study.
C. Assess the impacts of poor service quality on any 2-3 stakeholders with example of underlying issues causing poor quality service.

LO2

2.1 Explain the standards that exist in health and social care for measuring quality
A. Briefly explain your understanding of standards.
B. Explain the purposes of standards setting in HSC
C. Explain how standards help to measure service quality in HSC.
D. Write the name of 3-4 agencies that set standards in HSC. E.g. CQC standards, NICE standards, Code of Practice standards, NMC standards.
E. Explain at least 3 standards (one from each agencies) with example from case study.

2.2 Evaluate different approaches to implementing quality systems.
A. Briefly explain your understanding of quality systems
B. Write the name of 3-4 approaches/models e.g. TQM, Benchmarking, Quality control, CQI.
C. Clearly explain each stages of any 2 approaches/models with advantages and disadvantages of each.
D. Write your opinion about which approaches/model is the best for RUH and why?

2.3 Analyse potential barriers to delivery of quality health and social care services at RUH.
A. Briefly explain your understanding of barriers.
B. Analyse the impacts of at least 02 internal and 02 external barriers of RUH to provide quality service E.g. external (inter-agency interactions, legislation, social policy); internal (risks, resources, organisational structures, interactions between people)

LO3

3.1 Evaluate the effectiveness of systems, policies and procedures used in a health and social care setting in achieving quality in the service(s) offered.
A. Briefly explain your understanding of systems, policies and procedures.
B. Explain how effective systems, policies and procedures help in achieving quality in HSC?
C. Analyse the effectiveness of at least 1 specific system, 1 specific policy and 1 specific procedure from the RUH case study (refer to the abstract documents for policies and procedures on stpmoodle)

3.2 Analyse other factors that influence the achievement of quality in the health and social care service.
A. Identify 03 factors that influence the achievement of quality in RUH.
E.g. Type of service (an NHS trust, a local authority social care service, a private health or social care service, a not-for-profit health and care service). : Funding, Regulatory requirements, user of service expectations, the media, ETC.
B. Analyse how these factors influence in achieving quality service standards at RUH.

3.3 Suggest ways in which the health and social care service could improve its quality
a. Identify 2 or 3 problems issues at RUH.
b. Suggest to resolve the identified problems and improve the quality at RUH. You must justify your suggestions.

LO4

4.1 Evaluate methods for evaluating health and social care service quality with regard to external and internal perspectives.
A. Explain your understanding of evaluation and its importance to improve quality in HSC.
B. Identify 3 methods for evaluating quality of health and social care in regards to internal (RUH) and external (CQC).
E.g. questionnaires, surveys, structured and semi-structured interviews, panels, complaints procedures.
C. Evaluate each method.
D. Suggest the best methods to improve quality at RUH and justify your reasons.

4.2 Discuss the impact that involving users of services in the Evaluation process has on service quality.
a) Explain the advantages and disadvantages of involving service users in the evaluation process at RUH.
e.g. (consultation, panels, empowerment, user managed services, limited resources, time consuming, bias)

b) Conclude your answer with suggestions to improvement of quality at RUH.