Quality¶
The quality of a house is read in what it writes down: the complaints received and how they were answered, the voice of the people who live there, and the care built on what each resident can still do.
What this section covers¶
Complaints and council — The complaints register, from receipt to the day the author was told what came of it, and the minutes of the residents’ council. → Complaints register and residents’ council
Capability observation — The Potentia grid, situation by situation, its alternatives turned into care plan objectives, and its follow-up in the multidisciplinary meeting. → Capability observation (Potentia)