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    Health & Quality - through customers experiences
    Health & Quality - through customers experiences
    Health & Quality - through customers experiences
    Ebook135 pages1 hour

    Health & Quality - through customers experiences

    By Simon Taylor

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    About this ebook

    This document examines health and wellbeing that customers experience through the use of disabled adaptations in their homes. It looks at quality of service provision and examines the experiences of customers in Carlisle, England.

    LanguageEnglish
    PublisherSimon Taylor
    Release dateNov 10, 2017
    ISBN9781386175049
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      Health & Quality - through customers experiences - Simon Taylor

      Glossary

      Adult Social Care – is part of Cumbria County Council and aims to arrange care and support services to adults aged 18 years and older

      Assessment – by an Occupational Therapist is a detailed observation of how a customer manages to live in their own home and identifying solutions (equipment or adaptations) that may help them

      BPR (Business Process Re-engineering) – is a management strategy, pioneered in the 1990s focusing on the analysis and design of workflows and processes within an organisation

      Children’s Services – is part of Cumbria County Council and is responsible for children, young people, their families and schools in Cumbria

      Customer – is the recipient of a goods, services, products or ideas from a seller, vendor or supplier for a value consideration

      DFG (Disabled Facility Grant) – is a means tested grant that funds the provision of a Disabled Adaptation

      Disabled Adaptation – equipment or part construction to a person’s property to enable them to continue to live there

      E – Service – services provided through information technology

      GP (General Practitioner) – is a medical practitioner who treats acute and chronic illnesses and provides preventive care and health education to patients

      Housing Authority – this is the public authority that has the responsibility for the statutory housing duty

      IBS (Irritable Bowel Syndrome) – is a common condition of the digestive system causing bouts of stomach cramps, bloating, diarrhoea and constipation

      LAS (Level Access Shower) – is a shower on one level that can be easily accessed

      LIN (Learning & Improvement Network) – is the leading ‘knowledge hub’ for a growing network of housing, health and social care professionals in England involved in planning, commissioning, designing, funding, building and managing housing and care for older people

      Local Government – an administrative body for a small geographical area such as a city, town, district or county

      MS (Multiple Sclerosis) – is a neurological condition which affects 100,000 people in the UK. Most people are diagnosed between the ages of 20 – 40 and women are more likely to be diagnosed with the condition than men

      NHS (National Health Service) – publically funded service that provides a comprehensive range of health services to the public

      OT (Occupational Therapist) – is a professional who works with customers to help them achieve a fulfilled and satisfied state of life

      Personal Care – care for someone who is disabled or is otherwise unable to care for themselves

      Public Services – services that are provided or performed for the benefit of the public

      PRINCE2 – is a project management methodology

      PVC (Polyvinyl Chloride) – is the third most widely produced plastic and is used a lot in construction

      Quality – is a perceptual, conditional and subjective attribute applicable to products or services by customers or suppliers

      Referral – a person recommended to someone for something

      Stairlift – a lift in the form of a chair that can be revised or lowered at the edge of a domestic staircase, used for carrying a person who is unable to climb the stairs

      TOC (Theory of Constraints) – is a management paradigm that views any manageable system as being limited in achieving more of its goals by a very small number of constraints

      Triangulation (Social Sciences Research) – indicates that more than two methods are used with a view to checking and validating information and research results

      TQM (Total Quality Management) – is an integrative philosophy of management for continuously improving the quality of products and processes

      Well-being – a contented state of being healthy, happy and prosperous

      WEMWBS (Warwick Edinburgh Mental Well Being Scale) – research methodological tool to measure mental well-being, as developed by Edinburgh and Warwick universities

      1.1Aims

      The aim of this piece of research is to build upon work carried out by the author in 2012 (Taylor, 2012). This further research looks at the experiences that clients have had following the fitting of a disabled adaptation in relation to the quality of that service. It looks at how putting a disabled adaptation into a customer’s home can contribute to improvements to the well-being of that customer. The previous study (Taylor, 2012) focused on people over the age of sixty five, while this research deals with customers in varying ages and it does not focus on a specific customer age range. They all live within the Carlisle area and they have each had a disabled adaptation put into their house to help them continue to live independently at home. Through the information provided by the customers interviewed I aim to show that their experiences are positive. Also that it demonstrates that putting in a disabled adaptation (funded through the Disabled Facility Grant (DFG) process) for a customer provides a quality dimension to the overall service which enhances their life and well-being.

      1.2 Objectives

      The objectives of the research are;

      To examine through a review of the literature available the subject of quality. This includes looking at concepts and theories of quality, how it is applied within public services and how it is seen through the customer experience. 

      The literature review will also look at information relating to services providing disabled adaptations to customers. It will also look at the subject of well-being and how improvements can be measured using an established evaluation tool.

      To identify through primary research how the customer feels and if improvements to their well-being have occurred after a disabled adaptation has been put into their home.

      To examine the wider dimensions of health, social care and housing policy in relation to disabled adaptations, well-being and any implications arising from the research.

      1.3 Introduction

      This dissertation is a study to look at the disabled adaptations service through the experience of customers who have had one put into their home. The research will examine if their feelings and overall well-being subsequently improves.

      The current system relating to how disabled adaptations are accessed and funded through the DFG process is as follows; where a person has a disability or medical condition, a disabled adaptation may be needed for their home to enable them to continue to live there with some adaptations funded by individuals but most are provided through a DFG. The mandatory DFG system was introduced in 1990 under the Local Government and Housing Act 1989 and consolidated through the Housing Grants, Construction and Regeneration Act 1996 with the legislation placing a duty on the local housing authority to fund works (subject to a financial test of resources) that are necessary and appropriate for the client as well as being reasonable and practical to install in their home.

      Disabled adaptations are funded through the DFG process and are paid for by a combination of grant from central government together with a financial contribution by the local council. In Cumbria, which is a two tier local authority area, the financial contribution responsibility lies with the lower tier district councils who hold the responsibility as Housing Authorities. The assessment of a customer’s need for a DFG is carried out by a qualified occupational therapist (OT). These professionals are employed within the Adult Social Services Department to undertake the assessments of need for adults and also the Children’s Services Department undertake assessments of need for children

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