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Understanding the needs of the service user is a crucial precursor in service design. Service design requires one to consider the nature of the operating system (the resources to be employed and the type of process which best serves the system objectives amongst other factors), to establish the measures which will assess the performance of the operating system, and to choose an appropriate quality management system which will ensure these measures are met at a satisfactory or greater level. The service design, primarily geared around the needs and expectations of the patient, will, however, have to take into account the needs of other stakeholders, whose expectations might not be directly aligned with those of the immediate service user.
This assignment provides you with an opportunity to demonstrate your strength in critically assessing all the above features in an area of health or social care service within the scope of your employment. The objective is to produce a management report which provides clinical or managerial guidelines on how to improve continuity and coordination of care or treatment, enabling more effective resource planning, as well as providing comparative data on some aspects of the quality of care.
Your assignment should include:
? An evaluation of the transformation process used to deliver the outcomes, including an assessment of its current levels of efficiency and effectiveness.
? In evaluating the effectiveness, a consideration of all the stakeholders involved in the service delivery and how and to what degree their expectations are met.
? A critical analysis of the means by which performance objectives are established and met, including the means by which the quality of the service is measured and maintained. In order to do this you will need to introduce some current NHS (or other national agencies) initiatives and guidance in the area of performance measurement, quality of care and clinical audit.
? Recommendations for improvement to the service, changes to the means of quality management, and/or reassessment of the key performance indicators (KPI?s) currently employed.
In addition, it might contain a comparison of private and public sector services experience and the lessons to be learned through such comparison, or the importance of emerging health services in the economy of developing markets.
Format:
The management report should be no longer than 4,000 words (excluding Appendices & References). The structure is as follows:
? A Title Page, including the topic and your name.
? An Executive Summary
? A List of Contents
? An Introduction, outlining the service you are considering and the purpose of your report.
? An Analysis of those factors outlined in the section above.
? Recommendations, arising from a critical evaluation of the analysis, and including, if appropriate, short, mid and long term proposals.
? A Conclusion, summarising the improvements proposed and the benefits.
? References*
? Appendices
* A literature review is optional but do make clear any external references you make in the main report.
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