3.2 Explain how to inform other staff of quality issues

This guide will help you answer 3.2 Explain how to inform other staff of quality issues.

Quality in health and social care relates to the standard of service provided to people using the service. A quality issue is any situation where the standard of care or support is lower than it should be, or where there is a risk that this could happen. Staff must know how to share such concerns with others in the workplace to protect service users, maintain professional standards, and meet legal obligations.

What are Quality Issues?

A quality issue can be small or large, but all can have an impact over time. Examples include poor record keeping, missed medication, untreated safety hazards, or not following care plans.

Common types of quality issues:

• Care not delivered in line with agreed plans
• Health and safety hazards left unaddressed
• Equipment not cleaned or maintained
• Communication between staff breaking down
• Incorrect information in records
• Repeated late calls or visits to service users

Recognising what counts as a quality issue is the first step before informing others.

Informing Other Staff

Sharing information about quality issues is not just internal procedure, it is a requirement under organisational policies and regulatory standards from bodies like the Care Quality Commission (CQC). It keeps others aware of risks or weaknesses so action can be taken quickly.

Benefits of informing other staff include:

• Preventing harm to service users
• Fixing problems before they become serious
• Improving teamwork and cooperation
• Building trust in the service
• Providing evidence for audits or inspections

Failing to pass on quality concerns can lead to poor care, harm, or breaches of law.

Choosing the Right Person to Inform

Not all staff will have the authority or responsibility to act on a quality issue. Choose the right person or team based on the nature of the issue.

Examples:

• Urgent health concerns – inform a senior nurse or manager on duty immediately
• Routine service issues – speak to a supervisor or team leader
• Equipment faults – inform maintenance or the facilities team
• Safeguarding concerns – contact the designated safeguarding lead

Identifying the right person reduces delays and prevents the message from getting lost.

Methods of Informing Staff

There are several ways to inform other staff about quality issues, depending on workplace procedures and urgency.

Common methods include:

• Verbal handover during shift changes
• Team meetings or briefings
• Written reports or emails
• Using electronic reporting systems
• Completing incident forms

Choice of method should consider urgency, confidentiality, and legal requirements.

Verbal Communication

Verbal communication is quick and effective for urgent issues. It allows immediate clarification.

Good practice for verbal reporting:

• Speak clearly and directly
• State the facts and the time/date of the incident or observation
• Explain any action already taken
• Name any affected service users or areas involved
• Confirm the person receiving the information understands

Written Communication

Written communication provides a permanent record. This can be paper-based or electronic.

Benefits of written reporting:

• Allows for detailed description
• Can be stored for future reference
• Helps track patterns if issues repeat
• Serves as evidence for inspections or investigations

When writing a report, keep it factual and avoid personal opinions unless required and clearly marked as such.

Using Incident and Quality Forms

Many organisations have standard forms for recording and passing on quality issues. These form part of the quality management system.

When completing a form:

• Fill in all required details such as date, time, and location
• Describe the issue factually
• Include any immediate actions taken
• Sign and date the form
• Submit to the designated person or department according to policy

Forms should be completed promptly after the incident or observation.

Electronic Reporting Systems

Many workplaces use digital platforms to log quality issues. These may be part of care management or health and safety systems.

Advantages include:

• Quick submission and delivery
• Automatic date and time stamping
• Easy tracking and follow-up
• Secure access for authorised staff

Training on how to use the system is important to avoid errors or omissions.

Keeping Confidentiality

Informing other staff about quality issues must follow confidentiality rules. Service user names and details are confidential unless the person receiving the information needs them to carry out their role.

Good confidentiality practices:

• Share information only with authorised staff
• Avoid discussing quality issues in public areas
• Use secure systems for written or electronic messages
• Follow the organisation’s confidentiality policy and the Data Protection Act 2018

Breaches of confidentiality can lead to disciplinary action and legal penalties.

Giving Complete and Accurate Information

Partial or unclear information can cause delays or mistakes. Always give full details when informing staff about a quality issue:

• What happened
• Where it happened
• When it happened
• Who was involved or affected
• What actions have already been taken
• What risks remain

Accuracy helps others respond effectively.

Timing of Information

Delays in informing staff can make matters worse and put service users at risk. Urgent quality issues should be passed on straight away. Less urgent issues should be reported within agreed timescales. Late reporting affects audit trails and can limit the chance for timely resolution.

Body Language and Tone

The way information is delivered can affect understanding. Calm and professional tone helps others focus on the facts. Avoid sounding dismissive or overly emotional, as this can influence how the issue is perceived.

Tips:

• Maintain eye contact where appropriate
• Speak at a steady pace
• Avoid slang or overly technical language unless all present understand it
• Listen to any questions from the person receiving the information

Supporting Evidence

If possible, provide supporting evidence to add clarity. This could be photographs of faulty equipment, copies of incorrect documentation, or recordings of statements provided by service users.

Evidence should be stored and shared according to data protection rules and organisational policy.

Escalating Quality Issues

If the issue is not dealt with after initial reporting, follow escalation procedures. Escalation means passing the concern to a higher authority in the organisation.

Steps may include:

• Informing your line manager
• Reporting to the senior management team
• Contacting external agencies if there is a serious risk or legal duty

Always keep records of who was informed and when, especially if moving through escalation steps.

Following Up

After informing staff of a quality issue, check what has been done in response. Following up shows commitment to resolving problems and keeps communication open between teams. It may involve reading the updated quality record, attending follow-up meetings, or checking that corrective actions have been completed.

Supporting Colleagues

Informing others about a quality issue should be seen as supporting, not blaming. Frame the information in a way that focuses on solving the problem, not criticising individuals. A supportive approach improves relationships and ensures collaboration.

Common Barriers to Informing Staff

Workers may sometimes hesitate to share quality concerns. Common barriers include fear of causing conflict, lack of confidence, uncertainty about procedures, or time pressures.

Overcoming these barriers:

• Knowing and following policy
• Receiving training on communication skills
• Understanding that reporting quality issues is a professional responsibility
• Seeking guidance from supervisors if unsure

Encouraging a Culture of Openness

A workplace that encourages open discussion of quality issues helps staff feel confident in reporting and resolving them. Managers should welcome reports and treat them as positive steps toward better care.

Signs of a positive culture:

• Staff share concerns without fear
• Managers respond constructively
• Quality improvement is discussed regularly

Role of Training

Training helps staff recognise quality issues and gives them the skills to report effectively. It should cover:

• What counts as a quality issue
• Who to inform
• Methods of informing
• How to keep information accurate and confidential
• Legal and regulatory requirements

Regular refresher sessions keep knowledge up to date.

Final Thoughts

Informing other staff of quality issues is a core part of professional practice in health and social care. It protects service users, supports teamwork, and helps meet legal and organisational standards. The way you share information makes a difference to how quickly and effectively the issue is resolved.

By choosing the right person, using the right method, and providing clear, accurate, and confidential information, you take an active role in maintaining high standards. Building confidence in discussing quality concerns strengthens the whole service and helps create a safer environment for everyone involved.