Service improvement in the health sector Assessment You should use this file to complete your Assessment. How to complete and send your Assessment Save a copy of this document, either onto your computer or USB drive. Work through your Assessment, remembering to save your work regularly When you’ve finished, print out a copy to keep for reference Then, go to www. Visionary. Com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the unit and Assessment number.
Please note that this Assessment has 5 pages and is made up of 3 Sections. Name: Section 1: Know how to carry out the evaluation of services 1 . In a few sentences, describe the importance of evaluating service provision. Use your current health sector organization (or one that you know well) as an example. Evaluating service provision Is extremely Important. Regular evaluation allows let the company improve provided service. Also facilitates to find mistakes and allows to react on them in the quickest possible way.
For example if evaluating service provision reveals that there are some shortcomings from the cleaning staff like dirty moms or corridors the management easily can resolve that problem by meeting with the staff and explain how important for resident relatives and company it is to make home clean and friendly. This also applies to the other aspects of our service. 2. Read the following case study. How might you evaluate this service? What questions would you ask and who would you direct the questions to? Case study 1 A care home has a large sitting room with many loose cables from TV’s, radios and hi- fish.
The carpet is becoming frayed, leaving service users open to slips, trips and falls. The residents often spill their beverages and often the spillages do not get cleaned up straight away. The care home is very busy during the afternoon, and the sitting room can at times seem a little cramped. Some of the residents’ visitors have made comments to the staff but as yet nothing has been done. Some of the staff have Identified the Issues and have left feedback In a suggestions for Improvement box In the staff room. But what else could be done?
Evaluation tasks to be carried out Who would you direct your questions to? Loose cables from TV’s radios and hi FL. Carpet in the sitting room Is keeping all this cables loose is safe for resident? On what risk they are exposed? Is there any way to put in order/cover those cables to make them more safer to residents? How dangerous is condition of the carpet to residents? Is there any chance to fix the carpet? Maybe better to change it for wooden floor? How many positive aspect of changing carpet for wooden floor we will have? Is it safer to residents?
Is it more comfortable? Is it easier to keep clean? For sure to management at first but also to maintenance person to give professional answers Management, cleaning staff, residents. Section 2: Know how to pass on constructive ideas for improving service provision 1 . Read the following short case studies then fill in the tables provided. Which factors affect the service? Which factors could improve the provision of the service? Case study 1 older lady who is having trouble coping at home alone and who feels as though sheltered accommodation would be the best option.
Cassia is responsible for arranging the move to sheltered accommodation but is finding it a struggle because she feels she cannot give her client, Mrs.. McKenzie, the full attention she deserves. Cassia feels swamped and can’t get in touch with her manager or the sheltered housing officer to find out how many spaces there are. She tells Mrs.. McKenzie that there are no spaces. Mrs.. McKenzie is disappointed when she hears the news, and accuses Cassia of not doing her Job properly. Which factors affect the service? Which factors could improve the provision of the service?
The service affect people factor: overloaded service user book, lack of communication between social worker and management, lost o trust to social worker because of lie. Also work practices factor failed because Cassia felt swamped and that cause that he lie to client. Trust of the clients is very important so we should be honest with clients If there was enough staff and Cassia book wasn’t overloaded she would give Mrs.. McKenzie attention she deserves for. Also if the communication was more efficient social worker could find a space for Mrs.. McKenzie without any doubts.
If Cassia felt that she is supported by management she would work more effectively and provision of the service would be high. Case study 2 A fire alarm sounds at the local doctor’s surgery. Ben is a new medical receptionist there – it’s his first week in the Job and everything is new to him. He had his induction UT there was no fire safety training included in this. As a result he is unsure what to do. He panics and goes outside via the nearest fire exit to the assembly point. He takes no-one with him and does not check the procedure for a fire drill with a colleague.
Some patients are left behind in the surgery and unaccounted for. Which factors affect the service? People – lack of proper fire training for Ben affect his action. Environment – I think if the place had proper fire safety signs and direction there would not be problem, so lack of that affect the service All new staff should be trained in all aspect of work before they start . Proper information signs about fire & safety cause that all people in that place will feel safe and well informed. 2. How would you raise the issues you have identified about the service provision in each case study?
How would you make suggestions about the service provision in each? State your answers in the table below. Case study How would you make suggestions to the service provision? Suggestions from patients and service users or by suggestions box. Formal discussion as well. I would encourage and support Cassia to tell what happen and help to find the way to ensure Mrs.. McKenzie that it was one time mistake only and make sure that it will e fixed. 2. Critical incident review and formal discussion . In respectful way I would said that it was a mistake but straight after Ben should be sent on proper training.
I would ask Ben as well to observe other staff and collect as much as possible positive practice from them. Section 3: Know how to make changes to your own practice to improve service provision 1 . Describe three different circumstances when you might need support to make changes to your own working practices to ensure service provision is improved in your current health sector organization (or one that you know well). Circumstance What support is required? How will it improve your own working practices? Company bought new equipment and staff don’t know how to use it.
Training days I will acquire new skill, thanks to that I will develop myself. I will be able to use new equipment with all safety procedures. Company has introduced new charts to the clients files. I will be able to fill in all charts and a change occurs smoothly. New staff doesn’t have required NV College and book and reading materials We will have trained staff who we can trust. Our work will be easier and service provided improved. 2. Why is it important to keep to timeliness to ensure improvements are implemented effectively? State your answer below.
It is important, because timeliness help us to set targets and goals we want to achieve. It also helps to implement improvements step by step so that in the meantime see if all improvements are correct and implement properly and there is no errors and how it is progressing. It help also to mobile staff to work more effectively. If we failed timeline it may cause serious consequences and destroy all planned improvement. Once you have completed all 3 sections of this Assessment, go to www. Visionary. Com. Log in to the platform and send your Assessment to your tutor via your My Study page for marking. Good luck!