Lazurenko N.V., Serkina M.S. The Problem of Quality of Services in the Non-Stationary Social Service Institution for the Elderly in Belgorod Region

DOI: https://doi.org/10.15688/lp.jvolsu.2018.2.13

Nataliya V. Lazurenko
Candidate of Sciences (Sociology), Associate Professor, Department of Social Work, Belgorod State National Research University

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Preobrazhenskaya St., 78, 308009 Belgorod, Russian Federation

Mariya S. Serkina
Postgraduate Student, Department of Social Work, Belgorod State National Research University
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Preobrazhenskaya St., 78, 308009 Belgorod, Russian Federation


Abstract. Social service is of high quality provided that the purpose of the service is clearly defined, based on inclusiveness and focus on the client's personality, methodologically justified and provided on the basis of modern techniques and technologies. The authors conducted a sociological study aimed at identifying the problem of quality of services in a non-stationary institution for the elderly in one of the municipal districts of the Belgorod region. The respondents were consumers of services and specialists of the institution. Among the factors that reduce the availability of social services the following were found: leading-strings mentality of customers and the declarative principle of the service. The survey revealed that the services in the institution are provided taking into account individual and personal characteristics and the specific life situation of the elderly, have a clear purpose and assignment. Assessment of the quality of services provided was carried out in the following areas: by elderly customers, by specialists, by the administration of the institution. SWOT-analysis showed the most significant factors affecting the effective development of the institution on the basis of improving the quality of services for elderly citizens allowed to determine the list of problems that have a negative impact on the effective development of the institution. The express method of assessing the quality of services in a non-stationary institution in accordance with state standards is presented. It is concluded that the development of social services is taking into account the needs of elderly people based on improving the quality of social services. This, in turn, is reflected in the development and implementation of standardized evaluation methods and mechanisms.

Key words: social service, quality of services, non-stationary social service, the institution of non-stationary social service for elderly people, quality standard.

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