The Quality Award is a distinction awarded to
departments and entities within the Public Administration, whose service
delivery to customers reaches those standards of service defined through the 4
Pillars (voice and understanding the customer, design and
implementation of policies and services that meet customer expectation, delivery of
a quality service and accountability, where people become part of
the excellence of the service provided), the 10 Quality Service Determinants as defined by the SERVQUAL quality model
(Reliability, Responsiveness, Competence, Access, Courtesy, Communication,
Credibility, Security, Understanding/Knowing the Customer and Tangibles),
Directive 4-1 and any
other directives or policies which establish quality standards within the
Public Administration.
The English version
of The National Blood Transfusion Service, Quality Service Charter can be downloaded from here, and the Maltese version can be
downloaded from here.
With the achievement of the Quality Award, The National
Blood Transfusion Service is
committing to ensure ongoing monitoring of the standards with the aim of
retaining the Quality Award.
More information on the Quality Award can be accessed from here.