Customer Service Action Plan

Customer Service Action Plan One of the fundamental themes of Delivering Better Government (1996) is the â?oachievement of an excellent service for the Government and for the public as customers and clients at all levelsâ?Âù. In 2000, the Quality Customer Service (QCS) Working Group reviewed and revised the 1997 Principles of Quality Customer Service to take account of changes in the environment since 1997, such as the equality agenda. In July 2000, the Government decided that: Click here to download PDF 199kb

A Framework for Quality in Long-Term Residential Care for Older People in Ireland

The National Council on Ageing and Older People has long been concerned about the quality of long-term residential care for older people in Ireland. In 1986, its predecessor, the National Council for the Aged published “It’s Our Home”. The Quality of Life in Private and Voluntary Nursing Homes. In 1999 the Council commissioned a postal survey of all long-term residential care facilities in the country to determine whether facilities had quality initiatives in operation; providers’ views and aspirations for future provision of long-term care; providers’ views on the introduction of a national quality monitoring policy Download the Report here

National Standards for Children's Residential Centres

The Department of Health and Children and the Social Services Inspectorate in conjunction with representatives of the Health Boards have developed these National Standards for the inspection of childrenâ?Ts residential centres, both statutory and nonstatutory Download the Report here

Oral Health of Adults with an Intellectual Disability in Residential Care in Ireland 2003

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Quality Customer Service Action Plan 2005 - 2007

Quality Customer Service Action Plan 2005 – 2007 Quality Customer Action Plan

National Standards for Residential Care Settings for Older People

National Standards for Residential Care Settings for Older People The Health Information and Quality Authority (the Authority) is the statutory agency with responsibility for developing standards for health and social care services, with the exception of mental health services, and then ensuring that the standards are being met. It is the function of the Authority to set the standards for residential care settings for older people including nursing homes, inspect that they are being met and register providers that meet them. This will be undertaken by the Social Services Inspectorate within the Authority. Click here to download PDF 458kb

2006 Healthy Ageing Conference Proceedings: Nutrition and Older People in Residential and Community Care Settings

2006 Healthy Ageing Conference Proceedings: Nutrition and Older People in Residential and Community Care Settings The conference attracted over 230 delegates from the statutory, voluntary and private sectors, and provided the opportunity for delegates to focus on issues facing particular vulnerable groups of older people. Click here to download PDF 928kb

Value for Money Report - The Efficiency and Effectiveness of Long-Stay Residential Care for Adults within the Mental Health Services

Value for Money Report – The Efficiency and Effectiveness of Long-Stay Residential Care for Adults within the Mental Health Services Executive Summary and Contents PDF 164kb Chapters 1 and 2 – Introduction and Service Objectives PDF 504kb Chapter 3 plus annexes – Service Effectiveness and Efficiency PDF 3.7mb Chapter 4 – Service Resources PDF 2.4mb Chapters 5, 6 and 7 – Future Funding and Alternative Approaches, Key Performance Indicators, Conclusions and Recommendations PDF 2.4mb Appendices 1 to 6

A framework for quality in long-term residential care for older people in Ireland / National Council on Ageing and Older People

In 1999 the National Council on Ageing and Older People commissioned a postal survey of all long-term residential care facilities in the country to determie: - whether facilities had quality initiatives in operation - providers' views and aspirations for future provision of long-term care - providers' views on the introduction of a national quality monitoring policy This report is the outcome of the programme of work conducted by the Council on the quality of long-term residential care provision for older people in Ireland. The aim of the report is to provide a framework for developing quality in long-term residential care settings with a focus on the well-being, dignity and autonomy of older residents.

Dementia Special Care Units in Residential Care Communities: United States, 2010

Assisted living and similar residential care communities provide an alternative to nursing homes for individuals with dementia who can no longer live independently .Individuals with dementia can live in residential care communities that have dementia special care units, or in a more traditional setting where these residents are integrated with residents without dementia. This report compares residential care communities with and without dementia special care units. Read more.

Norovirus incident outbreak pack for nursing and residential homes

Norovirus Incidents and�Outbreaks Pack for Nursing and Residential Homes from PHA Duty Room October 2013.

Nutritional guidelines and menu checklist for residential and nursing homes

Care home residents should receive a varied diet that meets their nutritional needs in appropriate surroundings.This booklet ensures residential and nursing home managers and care providers have access to guidelines that help them achieve the aims set out by the Regulation and Quality Improvement Authority (RQIA), ie.�empowerment of, and positive engagement with, residents in all aspects of their care, including nutrition.It also provides practical nutrition advice and menu guidance.

Residential Exposure to Outdoor Air Pollution during Pregnancy and Anthropometric Measures at Birth in a Multicenter Cohort in Spain

BACKGROUND. A growing body of research suggests that prenatal exposure to air pollution may be harmful to fetal development. We assessed the association between exposure to air pollution during pregnancy and anthropometric measures at birth in four areas within the Spanish Children's Health and Environment (INMA) mother and child cohort study. METHODS. Exposure to ambient nitrogen dioxide (NO2) and benzene was estimated for the residence of each woman (n = 2,337) for each trimester and for the entire pregnancy. Outcomes included birth weight, length, and head circumference. The association between residential outdoor air pollution exposure and birth outcomes was assessed with linear regression models controlled for potential confounders. We also performed sensitivity analyses for the subset of women who spent more time at home during pregnancy. Finally, we performed a combined analysis with meta-analysis techniques. RESULTS. In the combined analysis, an increase of 10 µg/m3 in NO2 exposure during pregnancy was associated with a decrease in birth length of -0.9 mm [95% confidence interval (CI), -1.8 to -0.1 mm]. For the subset of women who spent ≥ 15 hr/day at home, the association was stronger (-0.16 mm; 95% CI, -0.27 to -0.04). For this same subset of women, a reduction of 22 g in birth weight was associated with each 10-µg/m3 increase in NO2 exposure in the second trimester (95% CI, -45.3 to 1.9). We observed no significant relationship between benzene levels and birth outcomes. CONCLUSIONS. NO2 exposure was associated with reductions in both length and weight at birth. This association was clearer for the subset of women who spent more time at home.

Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services