As a consumer, of products/services, when deciding to acquire/purchase a specific service - specifically one focused on health issues - do you rather choose one that has a guarantee of Quality or without quality? How do you perceive an health service that is managed by a certified system on Quality? If your child, relative or friend would have to access an health service, which one would be the priority to solve his/her health problem? These are some of the questions that this presentation addresses: the impact and benefits of a quality management system at a therapeutic community for drug abuse treatment at Dianova, during the 52ª ICAA international conference, Estoil, 2009

1. 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

2. Innovative Treatment Approaches within Dianova’s Newtork in Europe & America

3. 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 T he United Nations Economic and Social Council (ECOSOC) voted to grant Dianova International a "Special Consultative Status ” in 2007 , which applies to three intervention fields:

4. Nonprofit Social Solidarity Association and Public Merit Association focused on: CONVENTIONS Who is Dianova MEMBERSHIPS Risk behaviour prevention & Health Education Drug Addictions Treatment & Inclusion Community Development (Project SOLIS) Agent of Corporate Social Responsibility Player fo Social and Health Networks Agent of Social Economy Member of Dianova Network

5. Our Facilities Therapeutic Community Quinta das Lapas Temporary Hosuing Centre Casa Azul Reintegration Apartment of Lisboa Professional Integration Viveiros de Floricultura Headquarters Dianova Portugal

6. Our Team Total Staff 52 Therapeutic 87% Administration 13% Sex Male 45% Female 55% Age (mean) 41 y.o. Ratio Rotation 6.25% Talent retention 93,75%

7. What do we do? Inspiring and revealing the potential of Clients, Individuals and Society! Cooperation culture-oriented our hability to contribute to the resolution of global problems in an educational and inclusive perspective!

8. Delivering the promise: Social ImPACT 2008 TRUST DEPOSIT BANK 2.041 People 83,7% Increase Social Inclusion 98 Prevention & Education 412 Community Development 1.133 Treatment Program 85 Training & Family Programs 313

9. Residential Treatment Program QUALITY OF SERVICE Quinta das Lapas TC Certification ISO 9001:2000 MULTI & INTERDISCIPLINARY TEAMS Psychiatrist, Physician, Psychologists, Reintegration & Social Operators, Drug counselors, Other Staff THERAPEUTIC COMMUNITY Individualized Program Protocol with IDT COGNITIVE BEHAVIOR MODEL Educational & Therapeutic REINTEGRATION SERVICES Inhouse & Public Measures TRUST DEPOSIT BANK

10. ADMISSION TREATMENT REINTEGRATION Equipment Maintenance LOGISTICS Evaluation Suppliers HACCP TRUST DEPOSIT BANK QUALITY MANAGEMENT TCQL POLICY & KEY PROCESSES Planning, Control, Monitoring, Improvement

11. Management Responsibility Resource Management Output S a t i s f a ç ã o Service R e q u I s I t o s Input NP EN ISO 9001:2000. Main Requirements Improvement of measure analysis Service Realization S A T I S F A C T I O N B E N E F I C I A R I E S R E Q U I R E M E N T S B E N E F I C I A R I E S TRUST DEPOSIT BANK CONTINUAL IMPROVEMENT OF THE QUALITY MANAGEMENT SYSTEM NP EN ISO 9001:2000

13. Increase in Admissions 30,2% Overall Treatment Outcomes TRUST DEPOSIT BANK 56 New Beneficiaries 46 Male (82,1%) 10 Female (17,8%) Because everything may rapidly turn to nothing... ... Dianova helps you to initiate change in your life! MY WAY

14. Overall Treatment Outcomes 22 left Treatment Program Scheduled departure 52% Unscheduled departure 48% 18 4 11 7 TRUST DEPOSIT BANK Treatment program completed Treatment program partially Completed: referred to alternate treatment resources Dismissed from program Abandoned program without a reference to alternate treatment resources

15. Renewal of QMCS 2008-2011 -> Dynamic methodology Increase of Admission Requests 30,2% Increase of social positioning Know-how transfer increase Increase of Motivation -> efficiency and effectiveness Reinforced integration within networks (CRI, CLAS) Public acknowledgment of innovation and insight (Hospital do Futuro’05/06 Award) Increase of Satisfaction 12,3% In Conclusion TRUST DEPOSIT BANK ORGANISATION STAFF BENEFICIARIES COMMUNITY SOCIETY

16. Follow us at the Social Networks TRUST DEPOSIT BANK http:// www.youtube.com/user/dianovaportugal http:// www.flickr.com/photos/dianovaportugal http://www.facebook.com/people/Rui-Martins/580747778 http:// www.linkedin.com/in/ruipmartins http:// www.thestartracker.com http://www.slideshare.com/Dianova http://pt.wikipedia.org/wiki/Dianova_Portugal http://twitter.com/dianovapt http://rs100fronteiras.ning.com/profile/RuiMartins http://ruimartins.myplaxo.com

17. Technical Director Therapeutic Community Quinta das Lapas c [email_address] Thank you All