7.4 - Quality Assurance and Regulation Flashcards
What is an AUDIT?
A process of internally examining activity or performance against a set / required standard.
An audit is part of the quality assurance process.
What is a CHARTER?
Documents that set out the targets and standards that a care organisation seeks to achieve.
What is CLINICAL GOVERNANCE?
The organisations internal processes of improving the quality of services by controlling and improving work systems in an organisation.
What is QUALITY ASSURANCE?
The process of monitoring and evaluating whether standards of service quality have been met.
What are QUALITY STANDARDS?
Statements of performance that define an acceptable level of service.
What is a QUALITY SERVICE?
Fully meets the needs of those who require the service most, at the lowest cost to the prganisation.
What is a CITIZEN’S CHARTER?
Documents that are designed to encourage service users to judge whether the services they receive match up to targets set out in the charter.
What is a PATIENT’S CHARTER?
A document that identifies a service user’s rights and the standards of service they can expect to receive in the NHS. It aims to put the Citizen’s Charter in to practice in the NHS by:
- Listening to and acting on people’s views and needs
- Setting clear standards of service
- Providing services which meet those standards.
What is the CARE QUALITY COMMISION?
An independent organisation that montors and ensures that established standardsof service quality are being met by a care organisation.
Why is it important to regularly monitor standards in service provision within a care organisation?
- Identify and make recommendations for improvement
- Improve quality of service
- Promotes standards
- Clients are not neglected / discriminated
- Ensures clients needs are met
- Identifies training needs / professional development
- Benchmarks are set
- Empowers service user as they have a say
- Increases confidence of service users
- Increases reputation
Monitoring standards is only useful is an organisation acts upon the findings
What is the importance of QUALITY ASSURANCE?
- Leads to greater efficiency
- Meets changes in society
- Provides effective care
- It is a public expectation
- Ensures standards are maintained / consistent
- It is a legislative requirement
- Addresses issues and complaints
- Reduces complaints
What is the importance of having a complaints policy?
- Gives opportunity for redress
- Protects the client
- It is legislation / a right
- Allows to see where the organisation is going wrong
- Central to quality assurance
- Can bring about positive change
- Highlights areas for improvement
- Promotes a needs led service
- Provides reassurance
What is the importance of involving patients in providing feedback on care?
- Feels part of the service
- Sees things staff can’t
- Feels valued
- Feels empowered
- Creates rapport
- Increases confidence in organisation
- Enhances reputation of organisation
- Patients will want to returnto use the service
- Highlights how services can be improved
- Can bring about positive change
Why may a service user want to make a complaint?
- Dissatisfied with quality of care received
* Refused treatment
What is LOCAL RESOLUTION?
An informal process of making a complaint eg with a practice manager if you cannot make an appointment
