Title: “Benefits of Quality in Addiction Treatment Program”, presented at the 27th World Conference IFNGO, 6-8 november 2017, Macau, China Synopsis: Pioneer in the field of health and social reintegration in Portugal, Dianova Portugal is since 2005 certified in the area of addiction treatment and rehabilitation under ISO 9001. Resulting from its Quality Management System, there has been an increase in efficiency and service effectiveness over these past twelve years. Among these benefits, there is a better and faster appropriation of the internal procedures; a greater motivation and commitment of the team of professionals and staff; enhancement of recognition by the health authorities, the scientific community (a scientific follow-up study has been carried out in 2013 for a five years period focused on the social reintegration trajectories of users who completed the program until 2009, one of the most recent at the international level) and society in general; and a continuous improvement that has reflections on user satisfaction, having achieve and maintained in the past five years 100% of Client Satisfaction and Service Recommendation.

1. 1
Dianova Portugal
Benefits of Quality on Addiction
Treatment 27th IFNGO WORLD CONFERENCE | 6-8 November | Macau

2. 2
Dianova Network
Formed by a group of non-profit associations and foundations in 4 continents, is specialized in developing a wide
array of social programmes.
Norway
Romenia
Congo
Togo

3. 3
29%
21%
50%
Education and Training
Addiction treatment and prevention
Social, humanitarian and community
services
Beneficiaries22.349
39 Structures 20More than different programmes
Dianova Network 2016 Outcomes at a Glance
Staff Members (W: 53%, M: 47%)587

4. 4
Dianova Portugal
AREAS OF
INTERVENTION
Prevention and Health Promotion
Addiction Treatment
Socio-professional Reintegration
Psychosocial Support
Training and Project
Management
COOPERATION
COLLABORATION
Social Economy
Agent of Social Innovation
Promoter of Organizational
Transformation and CSR
Member of
Dianova Network
Publicly recognised as Private Institution of Social Solidarity, Public Utility Association and Non-
Governmental Organisation for Development.
PROTOCOLS &
PARTNERSHIPS

5. 5
Dianova Portugal | Certifications & Accreditations
ISO 9001:2008
Quality Management
System in the Addictions
Treatment and Rehab
Centre of Quinta das Lapas
1st in Portugal | Since 2005
Certified & Accredited
Training Organization
DGERT – MSESS (Ministry of
Employment) & CCPFC - ME
(Ministry of Education) | Since
2012 and 2017
Honorable Mention at
the 11th Award Edition
“Equality is Quality”
category Social Economy
(Ministry of Social Affairs)
| 2015

6. 6
Dianova Portugal in numbers 2016
6
Facilities
30
Staff
Members
14.048
Programs and
Initiatives
Beneficiaries
1.367.868
Internet Addiction
Campaign
Outreach

7. 7
Treatment and Rehab Centre of Quinta das Lapas
Clinical Approach PROGRAMMES CHARACTERISTICS
SERVICE & ACTIVITIES

8. 8
Treatment and Rehab Centre of Quinta das Lapas
Programmes Typology
Drug Addiction
Treatment
Alcohol Addiction
Treatment
Internet Addiction
Treatment

9. 9
Treatment and Rehab Centre of Quinta das Lapas
Residential Programme
Assessment interview
Gathering of relevant
medical information
The programmes entails 3 progressive stages with defined objectives and duration. There are
regular evaluations in order to monitor individual progress and set intervention strategies.
Pre-
Admission
Integration Consolidation
Pre-
reintegration
1st STAGE 2nd STAGE 3rd STAGE* *Foreign inpatients do not
complete this stage of the
programme in Portugal.
This treatment stage takes
place in the country of
origin.
Continuous Evaluation

10. 10
Treatment and Rehab Centre of Quinta das Lapas
Areas | Facilities | Activities

11. 11
Treatment and Rehab Centre of Quinta das Lapas
Areas | Facilities | Activities

12. 12
Treatment and Rehab Centre of Quinta das Lapas
Quality Management System
First private health unit of drug
addiction treatment in Portugal to
implement a certified Quality
Management System ISO
9001:2008 within the scope of Drug
Addicts Rehabilitation and
Reintegration

13. 13
Treatment and Rehab Centre of Quinta das Lapas
Quality Management System
SGQ - TCQL
REINTEGRATION

14. 14
EQUIPMENT MAINTENANCE
EVALUATION PURCHASE
HACCP
Treatment and Rehab Centre of Quinta das Lapas
Quality Management System

15. 15
Treatment and Rehab Centre of Quinta das Lapas
Results 2016 | QMS
38%
30%
32%
[30-39] [40-49] Other
Age
85%
15%
Gender
Men
70
PEOPLE
80%
51%
At least 3 months
More than 6 months
Retention Rate
5%
15% 15%
20%
45%
< 5 years [6-10 years] [11-15 years] [16-20 years] < 20 yeas
Consumption Time
37%
11%
52%
Hepatitis C HIV No Illness
Health Associated Problems
36%
23%
17%
11%
13%
Cocaine Alcohol Heroin Cannabis Other Subst.
Substance

16. 16
Treatment and Rehab Centre of Quinta das Lapas
Global Results 2005-2016 | QMS
2016

17. 17
For the Organization’s:
Enhance the commitment of
Everyone’s responsibility.
Maintain and improve the
effectiveness and adequacy of the
QMS, by highlighting areas with
potential for improvement.
Increase motivation and participation
of staff and improves’ resources
management.
Gain access within EU and overseas
by the recognition of these ISO
standards as Premium
Treatment and Rehab Centre of Quinta das Lapas
Benefits| QMS
For the Beneficiaries:
Reduce /eliminate
complaints
Improve Satisfaction
Increase loyalty as
their needs and
expectations are
continually met,
leading to more
service opportunities.
Within the Society:
Increase Families’
reliability and
trustworthiness on
services provided
Enhance trust and
reputation of services
provided among
External Stakeholders

18. “Quality is never an accident; it is always the result of high
intention, sincere effort, intelligent direction and skillful
execution; it represents the wise choice of many
alternatives.”
W. Foster
Thank you
DIANOVA PORTUGAL
Quinta das Lapas
2565-517 Monte Redondo Torres Vedras
Portugal
Tel.: +351 261 312 300
Corporate Communication Director
rui.martins@dianova.pt