| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 11.95 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Com a análise das reclamações registadas, em Livro Amarelo, nas Comissões de Proteção de Crianças e Jovens (CPCJ), durante o ano 2018, e remetidas à Comissão Nacional de Promoção dos Direitos e Proteção das Crianças e Jovens (CNPDPCJ), procuramos categorizar as mesmas e extrair as dimensões que os sujeitos de intervenção consideravam relevantes na sua relação com as CPCJ, interferindo na qualidade do serviço prestado, bem como os aspetos mais relevantes das recomendações efetuadas que poderiam contribuir para o aumento da qualidade das práticas de intervenção. Todos os tipos de reclamantes mostraram desagrado com os procedimentos técnicos, com o relacionamento/interação com os sujeitos, e com a gestão da informação, destacando-se, na gestão dos processos de promoção e proteção, a primeira categoria mencionada, como principal motivo da insatisfação dos sujeitos que contactaram com as CPCJ. Apresentamos ainda a perspetiva de vários stakeholders no que se refere à sua interpretação genérica sobre as reclamações.
ABSTRACT - With the analysis of the complaints registered in a Yellow Book, in the Commissions for the Protection of Children and Young People (CPCJ), in 2018, and sent to the National Commission for the Promotion of Rights and Protection of Children and Young People (CNPDPCJ), we sought to categorize them and extract the dimensions that the intervention subjects considered relevant in their relationship with the CPCJ, interfering in the quality of the service provided, as well as the most relevant aspects of the recommendations made that could contribute to increasing the quality of the intervention practices. All types of complainants showed dissatisfaction with the technical procedures, with the relationship/interaction with the subjects, and with the management of information, highlighting, the management of the promotion and protection processes, the first category mentioned, as the main reason for the dissatisfaction of the subjects who contacted CPCJ. We also present the perspective of several stakeholders regarding their generic interpretation of the complaints.
ABSTRACT - With the analysis of the complaints registered in a Yellow Book, in the Commissions for the Protection of Children and Young People (CPCJ), in 2018, and sent to the National Commission for the Promotion of Rights and Protection of Children and Young People (CNPDPCJ), we sought to categorize them and extract the dimensions that the intervention subjects considered relevant in their relationship with the CPCJ, interfering in the quality of the service provided, as well as the most relevant aspects of the recommendations made that could contribute to increasing the quality of the intervention practices. All types of complainants showed dissatisfaction with the technical procedures, with the relationship/interaction with the subjects, and with the management of information, highlighting, the management of the promotion and protection processes, the first category mentioned, as the main reason for the dissatisfaction of the subjects who contacted CPCJ. We also present the perspective of several stakeholders regarding their generic interpretation of the complaints.
Description
Keywords
Comissão de Proteção de Crianças e Jovens Melhoria da qualidade Melhoria contínua Reclamação Commission for the Protection of Children and Young People Quality improvement Continuous improvement Complaint
Citation
Ruxa AC, Ferreira J, Eiras M. Proteção à criança e qualidade, um compromisso em construção. In: Livro de atas do XIII Encontro de Investigadores da Qualidade, Coimbra Business School (ISCAC), 16 de junho de 2023. p. 375-94.
Publisher
Associação Portuguesa para a Qualidade