This page is designed to answer the following questions:
- 3.3 Review drivers relating to areas of service that require improvement (Level 5 Diploma in Leadership and Management for Adult Care, Service improvement, entrepreneurship and innovation)
NOTE: Although this page has been marked as complete, it has not yet been peer-reviewed or quality-assured, therefore it should be considered a ‘first draft’ and any information should be fact-checked independently.
For this assessment criterion, you will be required to investigate and review national and local drivers that inform service improvement. Keeping up-to-date with what is happening within the industry will ensure that your organisation provides care in line with current standards, best practices and innovations. Some areas to consider are included below.
The government publishes many reports relating to health and social care. For example, in September 2021, the government published proposals for reforms to adult social care.
Public enquiries and outcomes
Public enquiries are large investigations conducted in response to public concerns. An example is the Francis Report, which looked into failings at the Mid Staffordshire NHS Foundation Trust and made several recommendations to improve service provision.
Following an inspection, by the Care Quality Commission (CQC), a service provider will be provided with feedback about the inspector’s initial findings. This feedback, along with the published report can be used to improve services. All inspection reports are available on the CQC website, so looking at the reports from other providers may provide insights for improvements relating to your own organisation’s services.
The Care Certificate
The Care Certificate was developed to ensure that workers new to the care sector had the minimum knowledge, skills and understanding to perform their role competently and confidently. This has contributed to an improvement in the way that care staff are inducted and trained.
Media reports often highlight scandals within the health and social care sector (Winterbourne View, Whorlton Hall etc.) and can lead to public enquiries (such as the Francis Report, above). It is important that we all learn lessons from these failings and put systems in place to improve care practice.
Internal quality assurance reports/reviews
Your role will involve ensuring that processes and practices are continuously monitored to identify areas for improvement. This can be performed using internal quality audits. Reports from these audits will highlight areas for improvement that need to be addressed.
Formal service user reviews and evaluations
Satisfaction surveys and formal meetings with service users can be used to identify the areas that your organisation excels in and the areas that require improvement. Service users should be encouraged to give honest feedback about their experiences with your organisation.
Internal business strategies and objectives
Business planning will involve setting Key Performance Indicators (KPIs) that will be used to measure your organisation’s success or failure. By assessing your organisation’s performance against its KPIs, you can discover areas of underperformance.
Changes in digital technologies
As technology advances, it is important to embrace the change and use it to the best advantage for your organisation. This could include using social media to market services or switching to electronic user satisfaction surveys, rather than paper-based (although paper-based surveys should still be available for those that prefer this method).
Community needs can also influence how services change and are improved. For example, your local authority’s Market Position Statement will identify the current and future needs of the local area or a lack of care workers in your area may limit how quickly your organisation scales.