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Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr Shabir Bhatti’s practice.

INTRODUCTION TO THE SCENARIO

Bermondsey GP surgery rated ‘inadequate’ by CQC .Following a CQC inspection in January 2019,

Dr Shabir Bhatti’s practice (also known as Bermondsey Spa Medical Centre), was rated

‘Inadequate’ for being ‘Well-Led’ and ‘Responsive’. It was rated ‘Requires Improvement’ for being ‘Safe, Effective and Caring’.

In the latest round of inspections, the watchdog found that improvements had been made to addresses care failings – but it added it had “ongoing concerns” about the sustainability of the changes. The practice is led by Dr Shabir Bhatti.

Antony Hall, who is the CQC’s Head of Inspection for Primary Medical Services in London, said: “Dr Shabir Bhatti’s practice will remain in special measures. The service will be kept under review and if needed could be escalated to further enforcement action.”

ANSWER ALL 3 QUESTIONS:

You have been hired as a junior investigation officer by Dr Shabir Bhatti’s practice to investigate the reasons for the practice being rated as ‘inadequate’. Your investigation should address the following three questions.

Q1: Using Maxwell’s dimensions of service quality, explain the problems currently experienced by Dr Shabir Bhatti’s practice. (30 Marks) 700 words

ASSESSMENT CRITERIA FOR Q1

  • Knowledge and understanding of the issues currently being experienced by Dr Shabir Bhatti’s

practice.

  • Ability to conduct valid and relevant research.
  • Ability to extract relevant information and draw balanced conclusions.

Q2: Analyse and conclude whether Dr Shabir Bhatti’s practice has capable and competent staff to

improve the quality of service delivery. (30 Marks) 600 words ASSESSMENT CRITERIA FOR Q2

  • Knowledge and understanding of capabilities, competences and philosophy.
  • Ability to conduct valid and relevant research .
  • Ability to extract relevant information and draw balanced conclusions

Q3: Assess the possible impacts that one of the following techniques could have on Dr Shabir Bhatti’s practice in terms of delivering consistent and effective quality management. (30 Marks) 700 words!

Kaizen Or

! Key Performance Indicators (KPI)

ASSESSMENT CRITERIA FOR Q3

  • Knowledge and understanding of the technique that will enable Dr Shabir Bhatti’s practice in

delivering consistent and effective quality management .

  • Ability to conduct valid and relevant research .
    • Ability to extract relevant information, make recommendations and draw balanced conclusions . References list Harvard style (10 marks)

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