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[ Index ]

Developing rural services

Part 3
Some tools


Tool sheet 4 Evaluating the quality of services


The “quality tree” is a tool for
monitoring and evaluating the
quality of services. It takes
account of all those concerned,
i.e. users, service providers,
employees, etc.

The example used here is the quality tree applied in the retirement homes in Castel Pietro Terme (Emilia-Romagna, Italy). However, the example can be transferred to other contexts and/or types of services.

The quality indicators used along with this “quality tree” are, for example:

    Welcome/admission: Efficiency of administrative services: conditions of access to offices and opening hours; clarity and simplicity of the forms to be filled in; personalisation of the telephone response and identification of operators, etc.

    Hospitalisation and services: Rapidity of geriatric services; rapidity and courtesy in connection with home visits; rapidity in assigning somebody to follow-up a case; rapidity and objectiveness in evaluating the socio-economic situation of a person, etc.

    Structural characteristics: Rapidity and transparency with regard to waiting lists; information for users and involvement of the person’s family; simplicity and clarity of the administrative and accounting aspects; updating of waiting lists; integration of the newcomer in the network; introducing the newcomer to residents and staff; visiting the residence and room; personalisation of the environment and of the stay, and concerted definition of the individual assistance programme.

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