Training activity information
Details
Audit service management practice against standards and frameworks
Type
Developmental training activity (DTA)
Evidence requirements
Evidence the activity has been undertaken by the trainee.
Reflection on the activity at one or more time points after the event including learning from the activity and/or areas of the trainees practice for development.
An action plan to implement learning and/or to address skills or knowledge gaps identified.
Considerations
- Standards and frameworks for service practice management
- Service practice management roles and processes
- Service models
- Improvement models and processes
Reflective practice guidance
The guidance below is provided to support reflection at different time points, providing you with questions to aid you to reflect for this training activity. They are provided for guidance and should not be considered as a mandatory checklist. Trainees should not be expected to provide answers to each of the guidance questions listed.
Before action
- What specific service management area will you audit? Which standards or frameworks will you use as your benchmarks? How will you assess practice against these?
- What insights do you hope to gain about the application of service management principles and standards in a healthcare environment? What do you already know about relevant service management frameworks (e.g., ITIL, ISO 20000)? How do you expect to develop your skills in assessing operational practices against established benchmarks? What do you anticipate learning about the role of service management in ensuring efficient and effective healthcare services?
- Discuss this activity with your training officer and relevant service management personnel to understand the scope of the audit and the expected standards or frameworks to be used. Familiarise yourself with the chosen service management standards and frameworks. Develop an audit plan outlining the areas you will examine and the methods you will use for assessment. Consider how you will document your findings and identify any deviations from the standards. Reflect on your understanding of service management principles and audit processes, and identify any areas where you need to acquire more knowledge.
In action
- What standards or frameworks are you using as the basis for your audit? How are you interpreting these standards in the context of the service management practices you are observing?
- What decisions are you making about how to assess compliance with these standards and frameworks? What evidence are you looking for?
- Which aspects of auditing against established standards feel more familiar to you? Where are you having to make a conscious effort to understand and apply the specific requirements of the chosen framework?
- How effectively are you evaluating service management practice against the defined standards? Are you able to identify areas of both good practice and potential non-compliance?
- What challenges are you encountering in applying the standards or in gathering sufficient evidence of practice? Are there ambiguities in the standards or difficulties in observing relevant practices?
- What are you learning about service management standards and the process of auditing against them as you undertake this activity?
- Are there alternative standards or frameworks you could have considered? How might you approach the audit differently if you were to do it again?
- Do you need to seek clarification on the interpretation of specific standards or guidance on audit methodologies?
- Are you ensuring your audit remains focused on the relevant service management practices and the chosen standards and frameworks?
On action
- Identify the service management practice you audited and the specific standards or frameworks you used as a benchmark. What were your key observations regarding how the practice aligned with the standards and frameworks? Where were there strengths and weaknesses? What overall conclusions did you draw from your audit?
- What skills or knowledge did you develop or improve in auditing service management practice against established standards? Did you gain a better understanding of the importance of standards and frameworks in ensuring effective service management? Were there any challenges in applying the standards or frameworks to the specific practice? What did you learn about the practicalities of auditing? How did your approach to the audit process and your interpretation of the standards (reflection-in-action) shape your findings? How is the ability to audit against standards and frameworks important for maintaining and improving healthcare services?
- What areas do you need to develop further in your understanding of service management standards or your audit techniques? How can you apply the principles of auditing to ensure quality and adherence to best practices in your future work? What ‘next steps’ will you take to enhance your skills in this area? What support or resources might be beneficial for your continued learning about service management and auditing?
Beyond action
- With your current understanding of service management standards and frameworks, how would you assess the audit you performed? What areas of service management practice would you focus on differently now? Have you been involved in other audits or reviews of service management practices since this activity? How did your initial audit experience compare to later ones? Did feedback from those involved in the service management practices highlight any standards or frameworks you should have considered more closely? Revisit your reflect-on-action notes for this activity. Has your understanding of the complexities of auditing against service management standards deepened?
- Has your awareness of service management standards and frameworks influenced how you view and interact with service delivery within the organisation? Has this exercise helped you understand the importance of using established standards for evaluating practice? How has this training activity contributed to your understanding of quality assurance in service provision? Has it influenced how you think about identifying areas for improvement in service management?
- What skills in assessment, analysis, and applying standards did you develop through this training activity that will be valuable in future service improvement or management roles? What further learning or resources will you seek to enhance your expertise in service management standards and audit methodologies? How will your ability to audit service management practice contribute to ensuring high-quality and effective service delivery in your future career?
Relevant learning outcomes
| # | Outcome |
|---|---|
| # 5 |
Outcome
Perform policy audits and report conclusion and recommendations. |