European Quality in Social Services

Transcription

1 European Quality in Social Services Tallinn, 22 March 2012

2 Programme The EQUASS Approach on Quality 2. The European Perspectives on Quality for SSGI (presentation) 3. EQUASS Principles, 4. Criteria and indicators (Group discussion & clarification) 5. Questions and answers

3 Programme The EQUASS Assurance implementation process (presentation and discussion for clarification) 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting 3. Implementation 4. Internal audits 1. Methodology 5. Test audit 6. External audit 5. Methodology 6. Feedback on performance 5. Application form 6. Site visit 7. Feedback on performance (reporting) 7. EQUASS Assurance Procedures 5. Audit procedure 6. Complaint procedure 7. Appeal procedure 2. Feedback on performance

4

5 Quality approaches * Traditionel Scientific Multi -Stakeholder Manegerial Consumerist * Dr Monica Dowling: An empowering approach to measuring quality in social care services in England

6 Consulting the stakeholders

7 CROSS REFERENCE STUDIES CQAF EQAVET EQALIN CQF EQF ISO EFQM - IIP

8 EQUASS perspective Rights Ethics Person centred Holistic approach Management of Quality Human Resources Good Governance Market leadership Product leadership Participation Quality of life Inclusion Results Resource management Process Management Partnership Systematic improvement

9 ISO Certification Training Consultancy Enhance the social sector by engaging social service providers in quality and continuous improvement, and by guaranteeing service-users quality of services throughout Europe.

10 EQUASS Concept of Quality Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification European quality requirements

11 Multi stakeholder approach Service-users Service-providers Social partners Funders Policy makers

12 Method of self-evaluation Scope Self-evaluation questionnaire Statistical analysis Consensus meeting Profile & Recommendations

13 Questionnaire

14 EQUASS profile

15 Measurable 10 Principles for Quality 50 Criteria Performance indicators

16 Example 1: Rights RIGHTS: Organisations providing social services are committed to protecting and promoting he rights of the person served in terms of equal opportunities, equal treatment and freedom of choice, self -determination and equal participation. Organisations providing social services are ensuring informed consent and adopting non-discrimination and positive act ions within their own services. This commitment is apparent in all elements of service development and delivery and in the values of the social service provider. Criteria 16: The social service provider informs the person served about his/her rights and duties especially to equal treatment on grounds of age, disability, gender, race, religion or belief and sexual orientation before receiving the services. Performance indicators Method of verification 1. The social service provider can show evidence of informing the persons served about their rights and duties. Documentation review & interviews 2. Persons served are aware of their rights and duties. Interviews

17 Example 2: Rights RIGHTS: Organisations providing social services are committed to protecting and promoting he rights of the person served in terms of equal opportunities, equal treatment and freedom of choice, self -determination and equal participation. Organisations providing social services are ensuring informed consent and adopting non-discrimination and positive act ions within their own services. This commitment is apparent in all elements of service development and delivery and in the values of the social service provider. Criteria 17: The social service provider has accessible complaint management system that registers feedback on performance from persons served, purchasers and other relevant stakeholders. Performance indicators Method of verification 1. The social service provider has a complaint management system which assures appropriate and objective investigation. Documentation review 2. The social service provider shows transparency of results in the complaint management system. Documentation review

18 Example 3: Result orientation Result orientation: Organisations providing social services are aiming for results, in terms of both how they are perceived, on achievements they have made and on the benefits they are providing to the persons served, their family members, carers, employers, other stakeholders and the general community. They also aspire to the achievement of best value for their purchasers and funders. Service impacts are measured, monitored, and are an important element of continuous improvement, transparency and accountability processes. Criteria 43: The social service provider identifies and registers the outcomes and benefits for person served of the receive services on individual and collective basis. Performance indicators The social service provider measures: a. the achieved results of the objectives of each Individual Plan b. benefits for persons served of each individual Plan The social service provider measures: a. the achieved results of the received services on collective basis b. benefits for persons served of received services on collective basis Method of verification Documentation review Documentation review

19 EQUASS Achievements 2011 Norway The Netherlands Norway (2007) Germany (2009) Ireland (2008) Portugal (2009) Lithuania (2010) Slovenia (2011) Sweden (2012) Estonia (2011) Germany Ireland France Portugal Estonia Greece Hungary Lithuania Slovenia Italy EQUASS Licence Holders Denmark Romania EQUASS Certification Dissemination Organisations certified with EQUASS Assurance Sites Local Licence Holders European Countries with EQUASS certifications Auditors

20 EQUASS Assurance 1. Certification of quality assurance in social services criteria ü Based on 10 Principles for Quality ü Based on EU-frameworks for Quality Assurance ü CQF for SSGI - EQF for SS - EQAVET ü Based on essential elements of QM-system ü Based on measurable operational performance indicators ü Balance between social and business approach 3. Independent external audit 4. Awarded for the period of 2 years

21 Performance Indicators Example: Ethics

22 Operational Performance Indicators

23 Audit process Application + Checklist Documentation review verification + Interviews Reporting Audit report Improvements NO Criteria? Certification YES

24 European Quality Frameworks Common Quality Framework for Social Service of General Interest (CQF for SSGI) European Quality Framework for Social Services (EQF for SS) European Quality Framework for VET services (EQAVET)

25 External verification Documentation review Interviews

26 European Quality Frameworks European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET Overarching Quality Principles Available Affordable Person centred Contibuity Accessible Result orientation Comprehensiveness User Rights Participation & & Empowerment Service Provider Stakeholder Staff Good Governance Partnership Working conditions Human Resource Management Infrastructure

27 European Quality Framework for Social Services Overarching Quality Principles Available Affordable Person centred Contibuity Accessible Result orientation Comprehensiveness User Rights Participation & & Empowerment Service Provider Stakeholder Staff Good Governance Partnership Working conditions Human Resource Management Infrastructure

28 Staff Domain 4: Staff Ethics Staff requirements Participation Rights Comprehensiveness Person centred Result orientation Domain 3: Needs of person served Needs of person served Domain 5: Service Service requirements Domain 6: Benefits and results Benefits and results Governance Partnership Domain 2: Service provider Provider requirements Domain 1: Context

29 Common Quality Framework for Social Services of General Interest 1. Good Governance 2. Partnership 3. Rights 4. Participation 5. Ethics 6. Competences of staff 7. Person centred 8. Comprehensiveness 9. Result Orientation Source: CEN Workshop 51, September 2009

30 EQAVET Framework VET-system level VET-providers level

31

32 Continuous improvement Rights Ethics Leadership Staff / professionals Partnership Participation Person centred Result orientation Comprehensiveness European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET

33 EQUASS Quality Framework Rights Continuous improvement Ethics Leadership Staff / professionals Partnership Participation Person centred Result orientation Comprehensiveness

34 Business vs. Social approach Leadership Result orientation Continuous Improvement Partnership Staff Rights Ethics Participation Comprehensiveness Person-centred Approach

35 Discussion EQUASS Assurance 2012 Criteria and Indicators

36 Programme The EQUASS Assurance implementation process (presentation and discussion for clarification) 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting 3. Implementation 4. Internal audits 1. Methodology 5. Test audit 6. External audit 5. Methodology 6. Feedback on performance 5. Application form 6. Site visit 7. Feedback on performance (reporting) 7. EQUASS Assurance Procedures 5. Audit procedure 6. Complaint procedure 7. Appeal procedure 2. Feedback on performance

37 European Quality Framework for VET Common Quality Framework for SSGI Voluntary European Quality Framework for SSGI Self-evaluation Planning Profile & Recommendations Implementation plan Implementation Improvements NO Internal audit Ready? Test audit YES Audit report Improvements NO Ready? YES Application + Checklist Documentation review verification + Interviews Reporting Audit report Improvements NO Criteria? Certification YES

38 The EQUASS Assurance implementation process 1. Self-evaluation 2. Planning 1. Questionnaire 2. Methodology 3. Reporting Self-evaluation Planning Implementation Internal audit Profile & Recommendations Implementation plan 3. Implementation Improvements NO Ready? 4. Internal audits Test audit YES Audit report 1. Methodology 2. Feedback on performance Improvements NO Ready? YES 5. Test audit 1. Methodology Application + Checklist 6. External audit 2. Feedback on performance 1. Application form Documentation review verification + Reporting Interviews Audit report 2. Site visit Improvements NO Criteria? 3. Feedback on performance (reporting) YES Certification

39 EQUASS Assurance Procedures Applicant Coordinator LLH Key Expert Coordinator BRU Auditor

40 EQUASS Assurance Procedures Phase: Registration & Contrcating

41 EQUASS Assurance Procedures Phase: The audit, site visit and review

42 EQUASS Assurance Procedures Phase: Certifcation & Evaluation

43 Complaint procedures NR! Type'of'complaint! 1! Complaint!about!performance!of!the!auditor! 2! Complaint!about!performance!of!the!License!holder! 3! Complaint!about!the!performance!of!the!EQUASS!coordinator! 4! Complaint!about!the!performance!of!Key!Expert!/!trainer! 5! Complaint!about!the!audit!process!/!procedure! 6! Third!parties!dispute!that!a!service!provider!deserves!EQUASS!certification!!

44

45 Appeal Procedures

46

47

48

49

50 Thank you!