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Benefits and Impact of Management Quality System at T.C. Quinta das Lapas
“Shapping the future – a multisectorial Challenge” – 52nd ICAA Conference On Dependecies, Estoril,
Portugal, 11-16 October 2009
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Innovative Treatment Approaches within Dianova’s
Newtork in Europe & America
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
An International Commitment Acknowledged by the United
Nations
ADDICTION – YOUTH – EDUCATION
Since 2008, Second-secretary at the Administration Council of the Vienna NGO Committee on Drug Policy
Since 2008, Second-secretary at the Administration Council of the Vienna NGO Committee on Drug Policy
The United Nations Economic and Social Council (ECOSOC) voted to grant Dianova International a
"Special Consultative Status” in 2007, which applies to three intervention fields:
The United Nations Economic and Social Council (ECOSOC) voted to grant Dianova International a
"Special Consultative Status” in 2007, which applies to three intervention fields:
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Nonprofit Social Solidarity AssociationNonprofit Social Solidarity Associationand Public Merit AssociationPublic Merit Association focused on:
CO
NV
EN
TIO
NS
Who is Dianova
Risk behaviour prevention & Risk behaviour prevention & Health EducationHealth Education
Drug Addictions Drug Addictions Treatment & InclusionTreatment & Inclusion
Community DevelopmentCommunity Development (Project SOLIS)(Project SOLIS)
Agent of Corporate SocialAgent of Corporate SocialResponsibilityResponsibility
Player fo Social and Player fo Social and Health NetworksHealth Networks
Agent of SocialAgent of SocialEconomyEconomy
Member of DianovaMember of DianovaNetworkNetwork
ME
MB
ER
SH
IPS
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Therapeutic Community Quinta das
Lapas
Therapeutic Community Quinta das
Lapas
Temporary Hosuing Centre Casa Azul
Temporary Hosuing Centre Casa Azul
Reintegration Apartment of Lisboa
Reintegration Apartment of Lisboa
Professional Integration Viveiros de
Floricultura
Professional Integration Viveiros de
Floricultura
HeadquartersDianova Portugal
HeadquartersDianova Portugal
Our Facilities
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Our Team
Total StaffTotal Staff 5252
Therapeutic 87%Therapeutic 87%Administration 13%Administration 13%
SexSexMale 45%Male 45%
Female 55%Female 55%
Age (mean)Age (mean)41 y.o.41 y.o.
Ratio RotationRatio Rotation6.25%6.25%
Talent retentionTalent retention93,75%93,75%
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
What do we do?Inspiring and revealing the potentialInspiring and revealing the potentialof Clients, Individuals and Society!of Clients, Individuals and Society!
Cooperation culture-oriented Cooperation culture-oriented our hability to contribute to the resolution of our hability to contribute to the resolution of global problems in an educational and inclusive perspective! global problems in an educational and inclusive perspective!
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Delivering the promise: Social ImPACT 2008
TRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
Social Inclusion98
Prevention & Education412
Community Development1.133
Treatment Program85
Training & Family Programs313
2.0412.041PeoplePeople
2.0412.041PeoplePeople
83,7%83,7%IncreaseIncrease
83,7%83,7%IncreaseIncrease
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Residential Treatment Program
QUALITY OF SERVICE
Quinta das Lapas TC Certification ISO
9001:2000
QUALITY OF SERVICE
Quinta das Lapas TC Certification ISO
9001:2000
MULTI & INTERDISCIPLINARY
TEAMSPsychiatrist, Physician, Psychologists, Reintegration & Social Operators, Drug counselors, Other Staff
MULTI & INTERDISCIPLINARY
TEAMSPsychiatrist, Physician, Psychologists, Reintegration & Social Operators, Drug counselors, Other Staff
THERAPEUTIC COMMUNITY
Individualized Program Protocol with IDT
THERAPEUTIC COMMUNITY
Individualized Program Protocol with IDT
COGNITIVE BEHAVIOR MODEL
Educational & Therapeutic
COGNITIVE BEHAVIOR MODEL
Educational & Therapeutic
REINTEGRATION SERVICES
Inhouse & Public Measures
REINTEGRATION SERVICES
Inhouse & Public Measures
TRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
QUALITY MANAGEMENT TCQLQUALITY MANAGEMENT TCQLPOLICY & KEY PROCESSES POLICY & KEY PROCESSES
Planning, Control, Monitoring, ImprovementPlanning, Control, Monitoring, Improvement
ADMISSION
ADMISSION
TREATMENT
TREATMENT
REINTEGRATION
REINTEGRATION
Equipment Maintenanc
e
Equipment Maintenanc
e
LOGISTICSLOGISTICS
Evaluation Suppliers
Evaluation Suppliers
HACCPHACCP
TRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
1111
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
CONTINUAL IMPROVEMENT OF THECONTINUAL IMPROVEMENT OF THEQUALITY MANAGEMENT SYSTEM QUALITY MANAGEMENT SYSTEM
NP EN ISO 9001:2000NP EN ISO 9001:2000
Management Responsibility
ResourceManagement
Output
S
a
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f
a
ç
ã
o
Service
R
e
q
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I
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Input
NP EN ISO 9001:2000. Main Requirements
Improvement of measure analysis
ServiceRealization
SATISFACTION
BBEENNEEFFIICCIIAARRIIEESS
REQUIREMENTS
BBEENNEEFFIICCIIAARRIIEESS
TRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Quality & Innovation: Costs and Benefits
TRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
BENEFITS
• Evaluation of Client Evaluation of Client satisfactionsatisfaction
• Intensity and Intensity and continuity continuity of treatmentof treatment
• Assumption of Assumption of interpersonalinterpersonalchanges under changes under adequate adequate SupervisionSupervision
• Strong Strong intervention’s intervention’s potentialpotentialover the group, while over the group, while respecting the respecting the individualindividual
• Evaluation of Client Evaluation of Client satisfactionsatisfaction
• Intensity and Intensity and continuity continuity of treatmentof treatment
• Assumption of Assumption of interpersonalinterpersonalchanges under changes under adequate adequate SupervisionSupervision
• Strong Strong intervention’s intervention’s potentialpotentialover the group, while over the group, while respecting the respecting the individualindividual
COSTS
• Investment / Investment / financing: Program financing: Program Saúde XXISaúde XXI
• Complex initial Complex initial burocracyburocracy
• Strictness of Strictness of proceduresprocedures
• Investment / Investment / financing: Program financing: Program Saúde XXISaúde XXI
• Complex initial Complex initial burocracyburocracy
• Strictness of Strictness of proceduresprocedures
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
56 New Beneficiaries
46 Male (82,1%)10 Female (17,8%)
Increase in Admissions30,2%
Because everything may rapidlyturn to nothing...
... Dianova helps you to initiate changein your life!
MY WAY
Overall Treatment OutcomesTRUST DEPOSITTRUST DEPOSIT
BANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Overall Treatment Outcomes
22 left Treatment ProgramScheduled departure 52%
Unscheduled departure 48%
Completaram Programa
Programa parcialmentecumprido: derivação a
outro recurso
S102468
10
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16
18
Scheduled departure
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0
2
4
6
8
10
12
Abandono Programa Abandono programa comderivação a outro recurso
Unscheduled departure
1111
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TRUST DEPOSITTRUST DEPOSITBANKBANK
Treatment program completed Treatment program partially
Completed: referred to alternate treatment resources Dismissed from
programAbandoned program without a
reference to alternate treatment resources
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
ORGANISATIONSTAFF
BENEFICIARIES COMMUNITYSOCIETY
Renewal of QMCS 2008-2011 → Dynamic methodology
Renewal of QMCS 2008-2011 → Dynamic methodology
Increase of Admission Requests 30,2%
Increase of Admission Requests 30,2%
Increase of social positioning
Increase of social positioning
Know-how transfer increase
Know-how transfer increase
Increase of Motivation → efficiency and effectiveness
Increase of Motivation → efficiency and effectiveness
Reinforced integration within networks (CRI, CLAS)
Reinforced integration within networks (CRI, CLAS)
Public acknowledgment of innovation and insight (Hospital do Futuro’05/06 Award)
Public acknowledgment of innovation and insight (Hospital do Futuro’05/06 Award)
Increase of Satisfaction 12,3%
Increase of Satisfaction 12,3%
In ConclusionTRUST DEPOSITTRUST DEPOSITBANKBANK
TRUST DEPOSITTRUST DEPOSITBANKBANK
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
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AN ORGANISATION WITH SPECIAL CONSULTATIVE STATUS TO THE ECONOMIC AND SOCIAL COUNCIL
OF THE UNTED NATIONS FOR THE YOUTH, EDUCATION AND DRUG ADDCITIONS
Technical Director Therapeutic Community Quinta das Lapas [email protected]
