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HNHS 127 Managing Quality in Health and Social Care

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Task 1
Offer a definition of “stakeholder” and explain THREE different types of possible
stakeholders in one Health and social care service of your choice (i.e. St Thomas and
Guy’s hospital). You must demonstrate your understanding of why and how different
stakeholders have different perspectives regarding “quality” in health and social care
(LO 1.1).
In addition, assess the impact of poor service quality on stakeholder (LO 1.2) and
analyse the role of external agencies (i.e. NICE; CQC) in setting standards (LO 1.3).
Please Note: you must offer relevant example and those must be justified.
Definition of stakeholder
A stakeholder with reference to health and social care organization is an individual or
a formal or informal group of individuals who are impacted by the organization either
by having an interest in the organization or being concerned with the organization in
one way or the other.
Three possible types of stakeholders
Three types of stakeholders are possible (Prezi, 2015) in case of St. Thomas and
Guy’s hospital. Each group of stakeholders have their own perspective of the quality
of service in health and social care because of the differences they have in their roles
in the hospital or because of difference in their approach to the hospital. They are
explained as follows along with their perspectives on quality in health and social care:
National level stakeholders & the role of external agencies in setting standards
The national level stake holders in case of St Thomas and Guy’s hospital are the
regulatory and inspecting authorities, government agencies and quality assurance
agencies.
These agencies (Health and Safety Executive, 2017) can be detailed as follows
regarding their stakes in the St. Thomas and Guy’s Hospital:
1. The Health and Safety Executive (HSE), is a national level organization,
which performs inspection, undertakes investigations if needed and implement
the necessary corrective steps if any with reference to any breech of code of
business occurring in the hospital or any discrepancies arising therein.
2. The Care Quality Commission (CQC) monitors, assesses and provide
feedback over issues related to quality in healthcare service delivery by the
hospital. The hospital is registered with the CQC and is fully monitored by it.
3. The Medicines and Healthcare Products Regulatory Agency (MHRA)
regulates the quality of medicines being provided by the hospital, the safe and

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effective functioning of the electro medical diagnostic and therapeutic
equipment and the usage of blood transfusion products and services within the
hospital.
4. The National Institute for Health and Care Excellence (NICE) sets the clinical
guidelines and standard operating procedures (SOPs) to be followed in the
hospital.
5. Various professional bodies regulate the services of various healthcare
professionals in the hospital including but not limited to:
a. General Medical Council (GMC) regulating the doctors
b. General Dental Council (GDC) regulating the dental doctors and their
allied staff
c. The Nursing and Midwifery Council (NMC) which regulates the nurses
and midwifes working in the hospital.
The perspective of quality by this segment of the stakeholders is very objective and
guideline oriented. This is because each of the national level stakeholder organization
or agency has its own very well defined guidelines for the aspect of hospital service
delivery they are looking after and they are very clear about the concept of quality in
provision of healthcare services. They judge the quality issues which fall in their
domain against a set of pre-defined SOPs and give their recommendations
accordingly.
Purchaser level stakeholders
Purchaser level stake holders include the following:
1. Top level management of the hospital including the Council of Governors of
the hospital. The Council of Governors is composed of 8 patient, 8 public, 6
staff and 9 stakeholder governors. Public members are individuals residing in
the vicinity of Lambeth, Southwark, Wandsworth, Lewisham and Westminster.
Patient governors are individuals who have ever been a patient at the Guy's
and St Thomas' anytime in the past 5 years. Staff governors include 3 clinical,
2 non-clinical and 2 individual belonging to the community directorate.
Stakeholder governors of the council of governors of the hospital include
individuals representing regional unions (Guy's and St. Thomas' NHS
Foundation Trust, 2017)
Since the council of governors except the staff governors in this level are not
very active in the day to day management of the hospital, their perspective on
the issue of quality is mostly influenced by the management’s perspective.
2. Vendors/ Suppliers of various items to the hospital.
They have a very clear and objective perspective of quality in health and
social care because they have to conform to the standards expected by the

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Task 1 Offer a definition of “stakeholder” and explain THREE different types of possible stakeholders in one Health and social care service of your choice (i.e. St Thomas and Guy’s hospital). You must demonstrate your understanding of why and how different stakeholders have different perspectives regarding “quality” in health and social care (LO 1.1). In addition, assess the impact of poor service quality on stakeholder (LO 1.2) and analyse the role of external agencies (i.e. NICE; CQC) in setting standards (LO 1.3). Please Note: you must offer relevant example and those must be justified. Definition of stakeholder A stakeholder with reference to health and social care organization is an individual or a formal or informal group of individuals who are impacted by the organization either by having an interest in the organization or being concerned with the organization in one way or the other. Three possible types of stakeholders Three types of stakeholders are possible (Prezi, 2015) in case of St. Thomas and Guy’s hospital. Each group of stakeholders have their own perspective of the quality of service in health and social care because of the differences they have in their roles in the hospital or because of difference in their approach to the hospital. They are explained as follows along with their perspectives on quality in health and social care: National level stakeholders & the role of external agencies in setting standards The national level stake holders in ...
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