The Quality Label is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (voice and understanding the customer, design and implementation of policies and services that meet customer expectation, delivery of a quality service and accountability, where people become part of the excellence of the service provided), the 10 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding/Knowing the Customer and Tangibles), Directive 4-2 and any other directives or policies which establish quality standards within the Public Administration.
With the achievement of the Quality Label, the Health Care Funding Directorate Unit is committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.
Health Care Funding Directorate Unit Quality Service Charter can be downloaded from here.
More information on the Quality Label can be accessed from here.