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Assessmen of clients' satisfaction with the services of the contact and advisory center Stage 5
Smetanová, Simona ; Šťastná, Lenka (advisor) ; Broklová, Lada (referee)
Background: Analysis of client satisfaction with contact center services is one of the important tools for obtaining feedback on the contact center services offered and on interventions by employees. The diploma thesis deals with the interventions offered by the Stage 5 contact center and how it is evaluated by its clients. According to the annual report of Progressive o.p.s. the number of clients in contact is increasing every year and their needs can be expected to change over time. However, we often lack feedback from these service users to think about specific adjustments to existing services. Aims: The aim of the research is to obtain a so-called "consumer" view from the centre's clients. More specifically, to obtain information about their satisfaction with the range of services they use. Based on the respondents' answers, consider or suggest how individual interventions could be improved or new ones proposed. Through research questions, I also focus on the time flexibility of individual interventions in the use of clients. Research set: The research set coincides with the primary target group of the contact center. They are problematic and often long-term users of addictive substances that meet the EMCDDA definition (person using heroin and other opiates, cocaine, amphetamine,...
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Relapse, models of relapse, prevence of relapse ( case report )
Smetanová, Simona ; Libra, Jiří (advisor) ; Kuda, Aleš (referee)
OF BACHELOR THESIS Relapse, models of relapse, prevence of relapse (case report) Keywords: relapse - prevence of relapse - models of relapse - risk factors - client The aim of this paper is mapping of relapses in a broader sense. Start from a wider concept of dependence to its definitions and characters. In theoretical part I deal with the definition of basic concepts, lapses, relapses, recidivism, according to of a several authors. I also mention the possible causes of relapse, such as risk factors or triggers, which increase the risk of relapse and can therefore be risky for clients and how important they are to talk about such situations. The last theoretical part devoted to the prevention of relapse include selected models of relapse prevention and selected techniques according to Geri Miller. The empirical part of my work continues with use of the PR models. Practical part is casuistic work, the qualitative research project of one client who has encountered a relapse in the past and several times in his past treatments. I met the client in the therapeutic community, where he had lived for some time and tried to move to the third phase in my presence. The aim of this practical part of this thesis is to present on a specific case the risk situation that preceded its relapses. Using theoretical...
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