Developing Quality in Personal Social Services: Concepts, Cases and Comments
Ashgate, 1997 - Social Science - 312 pages
This work examines the introduction of business-originated concepts of quality insurance which personal social services are confronted with in Europe. The orientation towards this approach should raise professionalism. There is evidence that the specificities of personal social services are not always taken into account when it comes to introducing market values and mechanisms. Thus, the book focuses on the need for more adequate criteria for quality standards of service, whilst considering the preconditions of defining quality. The study uses different European countries for its assessment.
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activities administrative allocative efficiency approaches to quality assessment Audit Commission authorities autonomy benchmarking business approaches Centre changes clients concepts concerned consumer contract Council criteria culture defined disabilities discussion domiciliary efficiency elderly evaluation experience Finland Finnish Helsinki home help home helpers implementation important indicators individual initiatives inspection units Inspectorate institutions issues ment methods mixed economy monitoring municipalities National National Consumer Council nursing homes organization organizational participants personal budget personal social services perspective planning Pollitt practice problems production professional approaches programme public sector public services quality assurance quality development quality groups quality improvement quality measures quality of services quasi-quality question reforms relationship residential and nursing residential homes responsibility role service providers service quality service users social welfare staff standards standicator measures tion Total Quality Management user involvement users and carers values welfare and health Wistow workers