Complaining our way to quality : complaints, contracts and the voluntary sector.
The research on which this paper is based is part of a wider study of quality assurance and the voluntary sector.
The focus of this paper is on complaints procedures, as part of quality assurance mechanisms, where voluntary agencies are the contracted service providers.
The authors argue that, with the introduction of contracting and particularly with its further development, the way in which complaints mechanisms currently operate will need to be revised if they are to be an effective part of the quality assurance process.
Mots-clés Pascal : Qualité, Royaume Uni, Contrat, Système santé
Mots-clés Pascal anglais : Quality, United Kingdom, Contract, Health system
Notice produite par :
ENSP - Ecole nationale de la santé publique (devenue EHESP)
Cote : 98/09 V
Code Inist : 002B30A11. Création : 19/02/1999.