Quality in the process of the ex abuser insertion / La calidad en el proceso de inserción del drogodependiente
DOI:
https://doi.org/10.21134/haaj.v7i1.87Keywords:
Calidad de servicio, satisfacción del cliente, fortalecimiento. / Keywords, Service quality, client satisfaction, organisational empowerment.Abstract
El concepto de calidad ha evolucionado al igual que lo han hecho
los enfoques existentes para abordarla. El Tercer Sector, para contribuir al fortalecimiento de sus organizaciones, comienza a aplicar
modelos de gestión de la calidad. Las entidades proveedoras de servicios de acción social se han de centrar en la persona a la hora
de elegir un modelo de certifi cación de la calidad, un modelo que
evalúe correctamente el grado en que se cumplen las expectativas
del paciente/usuario de nuestros servicios. PATIM está implantando
progresivamente un modelo de gestión de la calidad del servicio, la
certifi cación Qualicert.
Â
Abstract
The quality concept has changed as well the quality approaches. The
third sector, in order to contribute to the empowerment of its organisations, begins to apply quality certifi cation schemes. Entities that provide social action services have to focus on the person when they have to choose a quality certifi cation scheme. The scheme needs to evaluate correctly how the entity is covering the client expectations about the service provided. PATIM is implementing gradually a quality certifi cation scheme, the Qualicert scheme.
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