Quality of Service Conditions in Social Service Institutions as a Factor in Ensuring Social Well-Being of the Population in the Region (Based on Research Results from 2018–2024 in General-Type Nursing Homes in the Altai Territory)
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Abstract
This article presents the results of a study of the quality of service provision conditions in general nursing homes for the elderly and disabled in Altai Krai, conducted in May - November 2021, 2018, March - November 2024. The subject of the study is an assessment of the quality of service provision conditions in general nursing homes for the elderly and disabled in Altai Krai. The purpose of the study is to assess the quality of service provision conditions, identify the dynamics, changes that have occurred and develop recommendations for improving the quality in general nursing homes for the elderly and disabled in Altai Krai.
The relevance of the study is related to the requirement legislatively enshrined in Federal Law No. 442-FZ in Article 23.1 to conduct an independent assessment of the quality of conditions for the provision of services by social service institutions, with the definition of terms no more than once a year and no less than once every three years, in relation to the same organization. In the Altai Territory, an independent assessment of the quality of conditions for the provision of services in the system of social service institutions has been implemented on an ongoing basis since 2015.
The main methods used in conducting the NOC in 2018, 2021, 2024 are the analysis of official websites on the Internet; expert observation; survey of recipients (in the form of interviews); testing the functioning of remote methods of interaction with recipients (e-mail, telephone, feedback forms on the organization's website, in the format of a "test purchase").
The article examines the theoretical foundations of the study of the quality of service provision conditions: the concept of "quality" is defined; approaches to determining the essence of service quality based on consumer assessments are highlighted; the main factors influencing the quality of services are listed. The main results and changes identified in 2018, 2021, 2024 are presented.
The results of the NOC allow us to measure the quality of service provision conditions at three levels: 1) a specific organization, 2) a certain type of organization (types of inpatient institutions in the Altai Territory: a general (specialized) or small-capacity boarding house for the elderly disabled, a psychoneurological boarding house), 3) the overall rating of social service organizations in the region. The significance of the study is associated with the use of the obtained IOC results to build a real picture of the quality of service provision conditions in social institutions, with the purpose of identifying "problem areas" by the founder when making management decisions, planning financing, and also as assistance to recipients in choosing an institution.
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