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Sociodynamics
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Antonovich, I.V., Anisimov, K.G., Anisimova, E.A., Kalinina , Y.A., Lapshina, V.D., Mazailova, T.A. (2025). Study of the quality of service conditions in psychoneurological boarding houses in the Altai Territory. Sociodynamics, 3, 78–97. . https://doi.org/10.25136/2409-7144.2025.3.72699
Study of the quality of service conditions in psychoneurological boarding houses in the Altai Territory
DOI: 10.25136/2409-7144.2025.3.72699EDN: YAKJMXReceived: 13-12-2024Published: 03-04-2025Abstract: In the regions of the Russian Federation, since 2015, an independent assessment of the quality of conditions for the provision of social services (hereinafter – IQA) has been carried out, which acts as a form of control on the part of a disinterested person and makes it possible to form a general picture of the work of an institution and its position in the rating of institutions of the same type. The results of IQA can be further used by potential recipients of services when choosing a service provider, as well as by the institution itself to improve (maintain) the quality of service provision. Subject of the study: assessment of the quality of service delivery conditions in psychoneurological boarding schools in the Altai Territory. Purpose of the study: to conduct an assessment of the quality of service delivery conditions in psychoneurological boarding schools in the Altai Territory in 2024 and a comparative analysis of the results obtained with the results of the IQA 2018 and 2021. The following methods were used in the course of the study: analysis of scientific literature, regulatory and legal acts, expert assessment of the conditions of service provision in psychoneurological boarding schools; expert assessment of information stands, official websites of psychoneurological boarding schools on the Internet; survey of service recipients (in the form of interviews), testing the functioning of remote ways of interaction with recipients (conducted in the format of ‘control purchase’). The article considers the concept of ‘quality’ in relation to the sphere of social services, describes the stages of IQA implementation and analyses the results of IQA in psychoneurological boarding schools of the Altai Territory in 2018, 2021, 2024. The empirical basis of the study was formed by the data obtained in the framework of qualitative and quantitative research conducted in March – November 2024, in May – November 2021, 2018. The comparative analysis of the IQA results made it possible to form a rating of psychoneurological boarding schools in the Altai Territory, to identify trends in the achievement of IQA scores by institutions, and to formulate general directions for improving the quality of social services, including from the point of view of service recipients. Keywords: quality, terms of service provision, recipient of social services, social service institutions, analysis of the results, psychoneurological boarding school, independent evaluation indicator, survey of service recipients, independent assessment expert, rating of institutionsThis article is automatically translated. Introduction According to the Federal Law "On the Basics of Social Services for Citizens in the Russian Federation" (2013), social service institutions pay attention to ensuring openness and accessibility of information about the institution, kindness and courtesy of specialists, creating comfortable conditions for the provision of services, as well as ensuring accessibility for citizens with an established disability group, which is reflected in satisfaction of recipients of social services. Both the institution itself, whose goal is to provide decent conditions for the normalization of the client's life, and the recipient, who wants to receive a service that meets his needs, are interested in a high level of quality of social services. In order for the social service institution to improve the quality of the conditions for the provision of services, an independent quality assessment (NQ) is applied, which is conducted at least once every three years and no more than once a year. The decision on this is made by the founder of the organizations, which in the case of social service organizations in the Altai Territory is the Ministry of Social Protection of the Altai Territory. The legislation establishes the need for mandatory review by the authorized bodies of the subjects of the Russian Federation of the results of the NOC of the conditions for the provision of services by social service organizations received by them within one month. The information received should be taken into account when developing measures to improve the activities of social service organizations and evaluate the activities of their managers. However, by themselves, the NOC results for an institution represent a current cross-section of data on the state of conditions for the provision of services, and they cannot provide an analytical picture to develop directions for improving the quality of activities of all social service organizations, for example, one profile in the region, nor can they provide recipients of social services with generalized information on the quality of conditions for the provision of services by organizations.. Meanwhile, the accumulated data on the NOC of the conditions for the provision of services by social service organizations in the region over the past periods make it possible to perform a comparative analysis with current results and systematically approach the issue of improving the quality of services in this area. The subject of this study is to assess the quality of conditions for the provision of services in neuropsychiatric boarding schools in the Altai Territory. The purpose of the study is to assess the quality of conditions for the provision of services in neuropsychiatric boarding schools in the Altai Territory in 2024 and to compare the results with the results of the NOC in 2018 and 2021. The planned results of the study are aimed at forming a rating of neuropsychiatric boarding schools in the Altai Territory, identifying trends in the achievement of NOC scores by institutions, and summarizing areas for improving the quality of social services, including from the point of view of service recipients. In addition, the conducted research allows us to draw some conclusions on the very methodology of conducting NOC in connection with the analyzed trends in improving the quality of service provision conditions by social service organizations. The degree of scientific elaboration of the problem Assessment of the quality of conditions for the provision of services in institutions providing inpatient social services to the population is based on two main aspects – the compliance of the conditions for the provision of services with established requirements and the degree of satisfaction of the needs of a particular recipient. This is consistent with the definition of "quality" presented in the Interstate Standard ISO 9000-2011 and the opinion of scientists in the field of qualimetry, who believe that the quality of a service is the ability to meet certain needs of the recipient and transform according to them into the basic requirements (properties) for the quality of the service. Researchers also emphasize the subjectivity of this concept, namely, dependence on the expectations and requirements of a particular recipient (consumer) at a particular time [3]. The work of a number of researchers is devoted to the issues of assessing the quality of conditions for the provision of social services. The structural components of the social services system are highlighted in the works of L.G. Guslyakova, E.P. Demkina, A.F. Shakirova and others. [2, 3, 5, 8]. The creation and experience in creating quality systems are considered in the works of Yu.T. Rubanik et al. [4]. Various approaches to the definition of quality, a description of the features of quality and factors affecting quality are presented in the works of L. G. Guslyakova, Y.T. Rubanik, P.V. Romanov, E.R. Yarskaya-Smirnova, E. Staals, J. Tsaurkubule, R. Constante and others [9]. The quality of social services in the context of social qualitology and qualimetry was studied by A.I. Subetto, S.I. Grigoriev, N.A. Selezneva, and others [1, 6]. L.V. Topchy, a theorist and practitioner of social work, who stood at the origins of the formation of the modern system of social services for the population in modern Russia, also paid special attention in his works issues of social qualimetry, quality assessment and standardization of social services [10, 11]. Consideration of the essence of independent quality assessment, indicating the purpose, subjects and main indicators is presented in the works of A.A. Basharina, S.M. Basharina, V.M. Smirnov [7]. Researcher of qualitology A.I. Subetto, author of the methodological principle of the trinity: the theory of quality (the main provisions, laws, principles that underlie the quality of various kinds of objects), the theory of quality measurement (qualimetry as the science of measuring quality), the theory of quality management (the basic principles, technologies of quality management of various objects), updated in his There is a need to measure quality at all stages of the service process [6]. The works of E.I. Kholostova reveal the theoretical aspects of social rehabilitation of the disabled, its essence and types, describe the practice of social service institutions for the disabled, analyze the main directions of social activities with older people, technologies of social work with the elderly [12, 13]. Methodology and research methods The research was of a complex nature, and it was conducted using both general scientific methods – description, comparison, and analysis (including scientific literature, regulatory legal acts), as well as a number of special methods.: expert assessment of the conditions for the provision of services in neuropsychiatric boarding schools; expert assessment of information stands, official websites of neuropsychiatric boarding schools on the Internet; survey of recipients of services (in the form of interviews), testing the functioning of remote methods of interaction with recipients (conducted in the "control purchase" format). The empirical base of the study was made up of data obtained from qualitative and quantitative studies conducted in March – November 2024, May –November 2021, and 2018. The sample method of the main array was used, the sample consisted of residents of neuropsychiatric boarding schools in the Altai Territory (n=1356). The NOC methodology consists of three stages. At the organizational and preparatory stage, the NOC operator (the organization that implements the NOC) studies regulatory documents (analyzes the changes made to them), prepares research tools, develops and coordinates a schedule for visiting the institution, forms an expert group to conduct research, and trains interviewers. It should be noted that the NOC operator is obliged to responsibly approach the appointment of experts to conduct the study, as they are subject to a number of criteria, the main of which are: - education in the field of social work; - experience in organizing and conducting sociological research; - audit experience in the field of creating and providing a barrier-free environment for the disabled; - practical experience in the implementation of works of a comparable nature and subject area. During the field stage, the operator independently evaluates the quality of the conditions for the provision of services and collects primary information. At this stage, experts evaluate the official websites of institutions, check the functioning of remote ways of interacting with recipients (telephone, e-mail, online feedback forms) on the official websites of institutions, conduct visits to institutions, directly assess the quality of conditions for the provision of services in the institution, fill out observation forms and find out the opinions of recipients of services through a survey. Verification of remote interaction with service recipients is carried out using the "control purchase" method. Experts simulate the appeal of potential customers, assessing the quality of service. The results were recorded according to the following criteria: 1) Phone calls: – the number of rings before answering; – if there was no response, three repeated calls at different times; – completeness, politeness and friendliness of the operator's response. 2) Email: – the number of emails sent (if there is no response, three attempts); – completeness, courtesy and speed of response to the request. 3) online forms on the website: – the fact of a response (or lack thereof); – feedback method (email, call, automatic notification). During the analytical stage, the operator summarizes the results obtained using automated systems and analyzes the research results. The final step is to prepare a report and transfer the obtained research results to the customer. The methods of conducting NOC contain various tools, the methods of application of which are presented in Table 1. Recommendations on the procedure for assessing the quality of conditions for the provision of services are proposed in Order of the Ministry of Labor of the Russian Federation No. 899 dated 12/28/2023. Additionally, it is worth noting that in the forms the expert not only notes the presence ("1") or absence ("0") of the necessary condition, but also takes into account the specifics – convenience of location, condition, etc. using the value "0.5".
Table 1. Methods of independent assessment of the quality of conditions for the provision of social services
After collecting the necessary information, it is analyzed and evaluated by social service organizations. This stage consists in calculating the main indicators and compiling accounting documentation: a rating of institutions and an analytical report that reflects the results of the study and the identified shortcomings. The results of the independent evaluation in the reporting period are also being discussed, and proposals are being made to improve the quality of work for the type of institution in question. The results of the independent assessment are necessarily published on the Internet on the portal bus.gov.ru (a website for posting official information about state and municipal organizations, including final assessments of the quality of conditions for the provision of services to organizations in the field of social services). In accordance with the requirements of the legislation of the Russian Federation and decisions of the Ministry of Social Protection of the Altai Territory in the region, NOC was conducted in inpatient social service institutions in 2018, 2021 and 2024. At the same time, the results were analyzed using a single (100–point) system, which allowed us to observe the dynamics in the activities of institutions to eliminate deficiencies identified by experts during an independent quality assessment, as well as to identify the most problematic indicators being evaluated (i.e. indicators that have the lowest value or have not shown growth). Further, the article presents in detail the results obtained based on the results of the NOC of the conditions for the provision of services in neuropsychiatric boarding schools in the Altai Territory in 2018, 2021 and 2024. Results and discussion In 2024, 32 institutions in the Altai Territory will provide inpatient social services, of which 10 are neuropsychiatric boarding schools and 2 are children's neuropsychiatric boarding schools. The number of surveyed recipients of social services in neuropsychiatric boarding schools in the Altai Territory was 1,356 people, which corresponds to 43% of the total population (the total number of residents in neuropsychiatric boarding schools is 3,149 people). It should be noted that the study involved recipients of social services from youth departments of children's neuropsychiatric boarding schools. The survey of recipients on the quality of conditions for the provision of services in social service institutions is anonymous; the questionnaire indicates only the gender and age of the interviewee. The questionnaire itself contains 15 questions and the opportunity to freely express suggestions for improving the conditions of service provision in the institution. The questionnaire questions affect all 5 indicators of the quality of the conditions for the provision of services and have the greatest weight in the final assessment of the quality of the conditions for the provision of services in the institution. However, due to the difficult formulations of the questions for the respondents, the questionnaire was semantically adapted - the questions were formulated at the level of understanding by the recipient of social services. For example, instead of asking: "Are you satisfied with the comfort of the conditions of provision of services in the institution?" The interviewers used explanatory hints. They clarified whether the place for recreation and meetings was conveniently organized, whether the location of the premises in the boarding school was clear, where drinking water could be collected, whether the toilet and shower were conveniently located, whether cleanliness was observed in them, whether the furniture (bed, bedside table, wardrobe) was comfortable, and whether they would like to change something. The final results of an independent assessment of the quality of conditions for the provision of services in 12 neuropsychiatric boarding schools in the Altai Territory in 2018, 2021, and 2024 are presented in table 2. As can be seen from the results, the institutions failed to achieve the maximum final score until 2024. In 2024, two institutions – the Yegoryevsky and Tyumentsevsky children's neuropsychiatric boarding schools – received a 100-point final result and topped the rating table. In the last places (11-12) in 2024, with a score of 94 points, Bobrovsky (decreased the result by 3 points compared to 2021) and Pervomaisky (retained the result of 2021) neuropsychiatric boarding schools. Pavlovsky, Talmensky, Troitskiy and Mamontovskiy neuropsychiatric boarding schools retained the result of 2021. The rest of the neuropsychiatric boarding schools have an increase in the final score (by an average of 1-3 points) compared to the previous year.
Table 2. Final results of an independent assessment of the quality of conditions for the provision of services in neuropsychiatric boarding schools in 2018, 2021, 2024 (max – 100 points)
An analysis of the NOC's final results by period shows that, on average (for all institutions), the final score in 2021 increased by almost 8 points compared to 2018, while in 2024 it increased by no more than 0.5 points compared to 2021. A significant increase in the final scores for the first period may indicate the positive role of the independent quality assessment mechanism in improving the conditions for the provision of services by social service institutions. The level of dispersion of the final indicators decreased significantly during this period (from 13.4 points in 2018 to 3.2 points in 2021), which also indicates a positive trend in the desire of institutions to improve the quality of service conditions. The insignificant increase in the average final score for the second period (from 2021 to 2024) suggests, firstly, a certain saturation of the capabilities of social service institutions in improving the quality of service provision, and, secondly, the exhaustion of the methodology of independent quality assessment in the form in which it currently exists. Let's look at the dynamics of changes that occurred by 2024 in comparison with 2018 and 2021, according to five indicators of the quality of conditions for the provision of services that affected the final scores of neuropsychiatric boarding schools.: - openness and accessibility of information about the organization; - the comfort of the conditions of service provision; - accessibility of services for the disabled; - friendly and courteous staff; - satisfaction with the terms of service. First, a more detailed analysis of the minimum results is of interest, allowing us to identify the "problematic" indicators. As can be seen from the data presented in Table 3, in 2021, in comparison with 2018, there was an increase in the minimum scores received by neuropsychiatric boarding schools in all indicators (by 2-24 points), however, in 2024, in comparison with 2021, an increase in minimum scores was detected only in two indicators, and even a slight increase was noted in three decrease (by 1-2 points). At the same time, if in 2018 and 2021 the indicator "Accessibility of services for the disabled" was among the "problematic" indicators, then in 2024 such indicators will be "Benevolence and courtesy of employees" and "Satisfaction with the conditions of service provision".
Table 3. Minimum scores (max – 100 points) in psychoneurological boarding schools in the Altai Territory
Secondly, it is necessary to consider the nature of the change in scores on assessment indicators for all institutions as a whole, including achieving maximum results. According to the indicator indicating openness and accessibility of information, in 2024, the result of all neuropsychiatric boarding schools was higher in 2018 and 2021, with the exception of the Bobrovsky boarding school, the result of which decreased by 1 point compared to 2021. According to this indicator, there is the greatest increase in the achievement of a maximum 100-point result by neuropsychiatric boarding schools. So, if none of the institutions achieved maximum results in 2018, then in 2021 there were already three such institutions, and in 2024 there were six boarding schools, that is, half of all institutions. In general, NOC experts noted in 2024 that all institutions have websites and links from the founder's website (however, most of the recipients do not access the organization's website), the stands in the premises meet all established requirements, and some institutions even organize video calls with relatives (the appearance of this service was caused by restrictions imposed due to the coronavirus pandemic). Among the main recommendations on this indicator for neuropsychiatric boarding schools, experts noted: to facilitate/organize communication between recipients and relatives in the video format in case of quarantine restrictive measures; the Frequently asked questions section should be filled in on the organizations' websites, as well as regularly publish news, update information on government assignments, reports and the number of available places. According to the indicator characterizing the creation of comfortable conditions for residents in a neuropsychiatric boarding school, three neuropsychiatric boarding schools – Pervomaisky, Troitskiy and Shelabolikhinsky – had a result in 2024 that was lower than the results of 2018 and 2021. (by 2-4 points). In addition, according to this indicator, there was a significant decrease in the number of boarding schools that scored the maximum 100-point score: if there were four in 2018 and eight in 2021, then there were only three in 2024. The decrease in results according to this criterion was solely due to the ratings received from the recipients. According to experts, the level of requirements of recipients for living conditions increases along with the increase in the comfort of these conditions in institutions. An analysis of the results based on the Accessibility of services for the Disabled indicator showed that in 2024, four neuropsychiatric boarding schools received the maximum 100 points (in 2021, there were three). As noted above, this indicator has ceased to be a "problem" in the rating for the minimum points received, but it remains (and, apparently, will remain) these are the average points scored due to a number of circumstances. Firstly, meeting modern accessibility requirements requires institutions to make serious financial expenditures on the modernization (reconstruction, construction) of premises, buildings and the surrounding area. Secondly, the participation of institutions in the state program "Affordable Environment" until 2030 implies further improvement of conditions in the next five years. Therefore, despite the improvement in accessibility conditions for the disabled according to the results of the NOC as a whole, the experts gave an impressive list of proposals to individual institutions: repair the entrance area (ramps, stairs); add support handrails at sinks and toilets and minimize protrusions at showers in specially equipped sanitary facilities; expand doorways in residential buildings. rooms and sanitary facilities (the width of the door opening should be from 0.9 m to 1.2 m, the thresholds in the doorways should not exceed 0.014 m); organize training (instruction) to accompany the disabled in the premises and on the territory of the institution. The results of the NOC in terms of the friendly and polite interaction of specialists with residents showed, on average, a steady increase in scores from all institutions except one. Thus, the result of the Bobrovsky neuropsychiatric boarding school in 2024 was 1 point lower than in 2018, and 5 points lower than in 2021. However, at the same time, the result of institutions achieving the maximum 100-point result in this indicator worsened in 2024: there were three boarding schools compared to six in 2021. It should be noted that the results of the NOC in terms of "Goodwill and courtesy of employees" are based solely on the opinions of service recipients. Experts noted that higher results in this indicator were obtained by neuropsychiatric boarding schools, which have workshops, subsidiary farms, a living area, as well as in which competitions are regularly held, field trips and excursion programs are organized. It can be assumed that in this case, the very fact of closer interaction and communication between the staff of the boarding school and the residents is triggered, as a result of which the latter give higher ratings, reflecting, among other things, satisfaction with attention to themselves. The experts, identifying problem areas for this indicator, also noted the lack of any consistency in the responses of residents accompanying the underestimated estimates. Most often, these were isolated comments, such as: "I don't like doctors," "I want more trust," and the like. According to the indicator characterizing satisfaction with the conditions of service provision, in 2024 there was a decrease in results compared to 2018 and 2021 at three neuropsychiatric boarding schools – Pavlovsky, Pervomaisky, Troitskiy (the decrease ranged from 1 to 11 points). The maximum 100-point result in 2024 was observed in three neuropsychiatric boarding schools (in 2018 – in two, in 2021 – in four). Summarizing the wishes of recipients of social services and recommendations for improving the quality of conditions for the provision of services An analysis of the results of surveys conducted by recipients of social services in neuropsychiatric boarding schools in 2018, 2021, and 2024 made it possible to summarize the main wishes of residents to improve conditions, identifying a number of areas and observing their expansion over time. In 2018, the wishes were summarized in four directions – making changes to the menu, meals; solving organizational issues; arranging living rooms for residents; arranging other boarding school facilities. In 2021, groups of wishes related to the organization of leisure activities and the arrangement of the street area will be added to them. In 2024, new directions were identified for improving the comfort of living (one or two people per room) and increasing the number of sightseeing events. Thus, it can be concluded that with an increase in the level of comfort and an increase in the quality of conditions for the provision of services, recipients have new, higher requirements for living conditions in neuropsychiatric boarding schools. Recommendations for improving the quality of social services were drawn up both on the basis of expert assessments of indicators and taking into account the wishes of recipients of social services. In general, based on the analysis of the NOC results in 2024 and taking into account the dynamics of the assessment results for previous periods, the following recommendations were identified to improve the quality of social services in psychoneurological boarding schools in the Altai Territory: 1. To extend the experience gained during the quarantine restrictive measures in organizing communication between recipients of services and relatives in the video format, including for periods not related to any restrictive measures. Fill it out and update it periodically The site's "Frequently Asked Questions" section takes into account requests for information actually received from service recipients and their relatives. Ensure that local and departmental news is posted regularly on the organization's website (weekly). Consider creating an organization's website adapted for mobile devices and/or a mobile application. 2. Continue to work to ensure accessibility of services for people with disabilities. The main tasks in this direction are: 1) repair of entrance areas (ramps, stairs coverings); 2) reduction of height differences in places of movement in wheelchairs (thresholds in doorways – no higher than 0.014 m); 3) expansion of doorways in living rooms and sanitary facilities (door opening width should be from 0.9 m to 1.2 m); 4) renovation of sanitary facilities for the disabled (add support handrails at sinks and toilets and minimize overhangs at showers); 5) organize training (instruction) to accompany the disabled in the premises and on the territory of the institution. 3. To purchase (use already purchased) "individual spaces" for mercy offices (rolling screens) for comfortable provision of hygienic procedures. 4. To provide for an increase in the number of musical events in the plans of cultural and leisure activities of the organization, as well as to diversify the types of leisure activities for recipients of services on the street territory. 5. Make adjustments to the developed food menus, taking into account the addition of dishes with an increase in fruits, vegetables, and herbs. Conclusion The study of the quality of conditions for the provision of services in social service institutions in the context of a qualitological approach made it possible to define the concept of quality of conditions for the provision of services as a set of compliance of conditions for the provision of services with established requirements and the degree of satisfaction of the needs of a particular recipient. Regulatory legal acts of the Russian Federation regulate: the procedure for conducting an independent assessment of the quality of conditions for the provision of services, the functions of authorized bodies, and a single procedure for calculating indicators characterizing general criteria for assessing the quality of conditions for the provision of services. The methodology for conducting an independent quality assessment includes research methods directly at the institution: observation of an expert at the institution, a survey of service recipients, as well as methods of content analysis of the official website, testing the functioning of remote methods of interaction, analysis of results and remote assessments of recipients of the quality of service conditions. A comparative analysis of the results of an independent assessment of the quality of conditions for the provision of services in neuropsychiatric boarding schools in the Altai Territory in 2018, 2021 and 2024 allowed us to form a rating of neuropsychiatric boarding schools in the Altai Territory, as well as formulate recommendations for improving the quality of conditions for the provision of social services. The results of an independent assessment of the quality of conditions for the provision of services in neuropsychiatric boarding schools in 2018, 2021, and 2024 are marked by high values and positive dynamics. In 2024, for the first time in all observation periods, two institutions reached the maximum score during the NOC, and the average score for all institutions increased by more than 8 positions compared to 2018. The dynamics of points scored separately according to the NOC indicators was assessed both by the growth of the minimum points scored in general for all institutions, and by the values for each neuropsychiatric boarding school. There is not only a significant increase in the minimum scores scored by indicators (by an average of 12 points compared to 2018), but also their "alignment", that is, a decrease in the spread from the average value. According to the minimum score, the so-called "problematic" indicators were determined, among which in 2024 were the indicators "Goodwill and courtesy of employees" and "Satisfaction with the conditions of service provision." The indicator "Openness and accessibility of information about the organization" has the greatest growth dynamics. All but one institution increased the value of grades for this indicator in 2024 compared to 2018 and 2021, and half of the institutions reached the maximum score. The most significant decrease in estimates was demonstrated by the indicator "Comfort of conditions for the provision of services" – according to it, the result for three institutions in 2024 was lower than the results for previous periods, and the number of boarding schools that scored the maximum score decreased from eight to three. Experts attribute this decrease in the indicator not to a decrease in the comfort of conditions for providing services in institutions (which, according to their estimates, has increased), but to an increase in the level of requirements of service recipients for living conditions. The indicator "Accessibility of services for the disabled" showed a certain increase in its estimated values and in 2024 ceased to be "problematic" in terms of minimum scores, although it was so in the periods of 2018 and 2021. However, the fulfillment of the requirements for this indicator and, consequently, the further growth of grades for it are limited by the financial capabilities of boarding schools. This situation is likely to continue in the near future due to the participation of institutions in the state program "Accessible Environment", which obliges further improvement of accessibility conditions for people with disabilities. Stable growth on average across all institutions was demonstrated by the indicator "Goodwill and courtesy of employees", although only three institutions achieved the maximum result in 2024 compared to six in 2021. Experts noted that recipients of services scored high on this indicator in those boarding schools where there are any structures for self-realization (workshops, subsidiary farms, etc.), or cultural and competitive events are systematically held, field trips and excursions are organized. A certain decrease in the results of NOC in 2024 occurred in the indicator "Satisfaction with the conditions of provision of services" in three neuropsychiatric boarding schools. Neuropsychiatric boarding schools are working to eliminate the identified shortcomings in previous periods, but there remains a subjective factor that appears when interviewing recipients of social services, which may reduce the quality of conditions for the provision of services in these institutions. At the same time, there is a certain saturation of the capabilities of social service institutions in improving the quality of conditions for the provision of services according to some indicators, which will require certain adjustments to the methodology of independent quality assessment in the future. References
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First Peer Review
Peer reviewers' evaluations remain confidential and are not disclosed to the public. Only external reviews, authorized for publication by the article's author(s), are made public. Typically, these final reviews are conducted after the manuscript's revision. Adhering to our double-blind review policy, the reviewer's identity is kept confidential.
As disadvantages of this study, it should be noted that when writing a scientific article, it is necessary to adhere to its approximate structure, clearly defining the structural elements of the study in separate headings, such as an introduction, a literature review or a theoretical review, materials, methods and methodology of the study, the results of the study, discussion of the results, conclusions, if possible, practical recommendations and conclusion. I would like to draw special attention to the need for a more detailed description of the literature review. It would be advisable to formulate more detailed conclusions on the conducted research, rather than limiting ourselves to a generalizing conclusion. In addition, the conclusion says that the analysis of the results of the study made it possible to "formulate recommendations for improving the quality of social services," but they are not specified separately in the text of the article, it is advisable to spell them out more clearly, defining a separate heading. When designing tables and bibliographies, it is necessary to pay attention to the requirements of the current GOST standards, to arrange them in accordance with these requirements. Special attention should be paid to the figures that stand after the description of the source, for example, "1. Grigoriev S.I. Fundamentals of the formation of social qualitology as a branch of modern sociological knowledge / under the scientific editorship of N.A. Selezneva, A.I. Subetto. Series: National system for assessing the quality of education in Russia: scientific and methodological support. Moscow: Research Center for Quality Problems of Training Specialists at the Moscow State Institute of Steel and Alloys, 2006. 2., 2. Guslyakova L.G., Govorukhina G.V., Grigoriev S.I. Vitalist model of social work as a basis for ensuring the quality of life of the population // The standard of living of the population of the Russian regions. 2013. No. 3 (181). pp. 78-80. 3., 3. Kalinina Yu.A., Guslyakova L.G. The study of standardization of social services: problems, prospects for implementation at the regional level // The Journal of Social Policy Studies. 2010. Vol. 4, No. 3. pp. 349-366. URL: https://jsps.hse.ru/article/view/3702 (date of access: 12/15/2024). 4." etc. As a recommendation, it may be worth reviewing the use in the title of the article of the indication of the compared periods of the quality of services study, it may be sufficient to describe the studied periods ("in 2018, 2021, 2024") in the text of the article, and not to indicate them in its title, however, this issue is debatable. There are also minor typos and technical errors in the text of the article, for example, the absence of a space ("... quality assessment, as well as ..."). These shortcomings do not reduce the high degree of scientific and practical significance of the study itself, but they must be promptly eliminated, finalized and supplemented with the text of the article. It is recommended to send the manuscript for revision.
Second Peer Review
Peer reviewers' evaluations remain confidential and are not disclosed to the public. Only external reviews, authorized for publication by the article's author(s), are made public. Typically, these final reviews are conducted after the manuscript's revision. Adhering to our double-blind review policy, the reviewer's identity is kept confidential.
Third Peer Review
Peer reviewers' evaluations remain confidential and are not disclosed to the public. Only external reviews, authorized for publication by the article's author(s), are made public. Typically, these final reviews are conducted after the manuscript's revision. Adhering to our double-blind review policy, the reviewer's identity is kept confidential.
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