7.4 - Quality Assurance and Regulation Flashcards Preview

Health and Social Care - Unit 7 - Meeting Individual Needs > 7.4 - Quality Assurance and Regulation > Flashcards

Flashcards in 7.4 - Quality Assurance and Regulation Deck (15):
1

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.

2

What is a CHARTER?

Documents that set out the targets and standards that a care organisation seeks to achieve.

3

What is CLINICAL GOVERNANCE?

The organisations internal processes of improving the quality of services by controlling and improving work systems in an organisation.

4

What is QUALITY ASSURANCE?

The process of monitoring and evaluating whether standards of service quality have been met.

5

What are QUALITY STANDARDS?

Statements of performance that define an acceptable level of service.

6

What is a QUALITY SERVICE?

Fully meets the needs of those who require the service most, at the lowest cost to the prganisation.

7

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.

8

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.

9

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.

10

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

11

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

12

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

13

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

14

Why may a service user want to make a complaint?

*Dissatisfied with quality of care received
*Refused treatment

15

What is LOCAL RESOLUTION?

An informal process of making a complaint eg with a practice manager if you cannot make an appointment