title: ["... so that Theo knows what he should do better". Client orientation in social-therapeutic child group work--an experiential report of quality management at a child guidance clinic].
abstract: Within the framework of internal evaluation and self-evaluation activities in a child guidance clinic, measures of success have to date been based primarily on the degree to which the delegating organisations are satisfied with the results of the counselling. The orientation of the success of counselling towards the results stems from the fact that the process of helping is not generally manifest to parents, schools, and education staff. It takes place in the context of direct contact between therapists and children, the immediate addresses of help, and therefore often remains "hidden". Since the children's perspective--their impressions and appraisals--has often been neglected in past assessment methods, it hardly plays any role at all in the discussion of quality at counselling centres. This made it all the more stimulating for all those involved to initiate improvement measures within the framework of quality management on the basis of a client survey and in this way to launch a shared learning process as to how client orientation can flow directly into everyday practice. This is certainly the first attempt of its kind in the work of child guidance clinics to develop an understanding of client orientation in line with the expectations of parents and children and to link this to the quality development of the service. In the first part of this experiential report, the external process coach provides a brief summary of the assessment method employed in connection with the introduction of internal quality management at the counselling centre. This is followed by the centre's own description of the concrete performance of the client survey with children using the example of social-therapeutic child group work. The study concludes with a discussion of the benefit drawn from this process for the improvement of this pedagogical project.
authors.affiliation: Projektgruppe Qualitätsmanagement München. monika.bobzien@arcormail.de
authors.forename: Monika
authors.initials: M
authors.lastname: Bobzien
authors.forename: Verena
authors.initials: V
authors.lastname: Hausmann
authors.forename: Theo
authors.initials: T
authors.lastname: Kornder
authors.forename: Brigitte
authors.initials: B
authors.lastname: Manz-Gill
mesh_terms: D002648:Child; D002653:Child Behavior Disorders / Q000523:psychology / Q000628:therapy*; D002661:Child Guidance Clinics; D003131:Combined Modality Therapy; D005196:Family Therapy; D005260:Female; D006801:Humans; D008297:Male; D010043:Outcome and Process Assessment, Health Care; D010353:Patient Education as Topic; D017060:Patient Satisfaction; D011615:Psychotherapy, Group; D012718:Set, Psychology; D012951:Socialization; D012960:Socioenvironmental Therapy; D017749:Total Quality Management