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Humanitarian reform : fulfilling its promise?

COULDREY, Marion
Ed
December 2007

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This is a special issue of the Forced Migration Review. It includes articles relating to Iraq, Darfur, Colombia, Bulgaria, Bhutanese refugees, accountability protection, profiling internally displaced populations, and the role of the private sector

Using client satisfaction data for quality improvement in the health services in Peru : quality assurance case study

SANTILLAN, D
2000

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This case study looks at how a clinic used a series of quality improvement tools to analyse client satisfaction. These tools included flow charts, fish bone diagrammes, tables, brainstorming and decision matrices. Using two different quality improvement methods, the clinic's utilisation rates and client satisfaction improved. The case study shows how collecting and using client satisfaction data is an important way of bringing clients' voices into the quality improvement process

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