Quality of Service… beyond costs… towards investment Luk Zelderloo, Secretary General EASPD

EASPD The European Association of Service Providers for Persons with Disabilities (EASPD) promotes the equalisation of opportunities for people with disabilities through effective and high quality service systems in Europe. EASPD represents over 8,000 service provider organisations across Europe and across disability. EASPD’s 3 I’s: 1. Service provision to members (Information): networking/offer exchange possibilities to members at European, national/regional and local level; 2. Policy-influencing (Impact): offering service providers a voice in Europe; 3. Research and Development (Innovation): as basis for innovation and improvement of service provision

Scene Setting Documents 3 key documents UN Convention: art. 19 & 26 CoE Action Plan EU Action Plan on Disability & Quality of Services paper General Information 1/5 Concerns Quality requirements Conclusions

UN Convention Article 19 - Living independently and being included in the community States Parties to the present Convention recognize the equal right of all persons with disabilities to live in the community, with choices equal to others, and shall take effective and appropriate measures to facilitate full enjoyment by persons with disabilities of this right and their full inclusion and participation in the community Article 26 - Habilitation and rehabilitation States Parties shall take effective and appropriate measures, including through peer support, to enable persons with disabilities to attain and maintain maximum independence, full physical, mental, social and vocational ability, and full inclusion and participation in all aspects of life. General Information 2/5 Concerns Quality requirements Conclusions

Council of Europe Quality of services and training of staff Quality and training are key principles which underpin the action lines in this Plan. Many European countries are already systematically working on improving quality of services and training of staff and personnel. It is considered essential that all policies, services and actions be underpinned by high quality standards and delivered by competent, trained personnel. People with disabilities should be the focal point of the services provided. Client satisfaction should be the primary motivation for viable quality policies. It is vitally important that people with disabilities, the service users, should be active participants in quality assurance and monitoring of services. Training is also an essential element of quality service. This not only includes appropriate training for the personnel involved in service delivery, both disability specific and mainstream services, but also for those who have a role in developing policies which affect the lives of people with disabilities. Training should incorporate awareness of the human rights of people with disabilities. General Information 3/5 Concerns Quality requirements Conclusions

Quality of Services paper Pre conditions Persons with disabilities and Quality of Life at the centre Governance principles General Information 4/5 Concerns Quality requirements Conclusions

Major developments From a medical model to a human rights model – shift in thinking Nothing about pwd without pwd Market mechanism: penetrate in our sector: more for less or plug and play Modernisation of services – Providers should do better Demographic change – new needs New technologies – new opportunities General Information 5/5 Concerns Quality requirements Conclusions

Concerns Quality of Services = ? INOUTCOMES PROCESS General Information Concerns 1/6 Quality requirements Conclusions

Quality of Services = ? Preconditions for Quality of Services: Involvement of PWD representatives Well designed legal framework, coherent Sustainable funding Stakeholder communication and cooperation Well trained & managed workforce Good governance: transparency, accountability, coherence, … Availability of services General Information Concerns 2/6 Quality requirements Conclusions

Quality of Services = ? Quality of Services concepts should be linked to Quality of Life Quality of Life definition: Framework of Human Rights based values PWD as individuals Focus on abilities Implication for families Equality, full participation, inclusion, empowerment, choice General Information Concerns 3/6 Quality requirements Conclusions

Quality of Life Domains Emotional well-being Interpersonal relations Material well-being Personal development Physical well-being Self-determination Social inclusion Rights General Information Concerns 4/6 Quality requirements Conclusions

Quality of Services = Quality of Staff Training available: value based? Retraining organised: medical human rights LLL port of Quality Assurance Systems –> development Role models? General Information Concerns 5/6 Quality requirements Conclusions

Quality of Services = Quality Assurance Systems Indicators on Satisfaction of the service users Objective parameter? Governance of the service General Information Concerns 6/6 Quality requirements Conclusions

Quality of Services… recognised by 10 key quality requirements Facilitate full participation, inclusion & equal citizenship Build up with PWD & around the needs, tailor made Community based & rooted in society Set up in close cooperation & in the mainstream Holistic approach  multi faceted approach General Information Concerns Quality requirements 1/2 Conclusions

6.By well trained & managed staff 7.Keeping the family together 8.Based on stakeholder cooperation 9.Be flexible & not automatically ongoing (changing needs) 10. Allowing choice 10 key quality requirements General Information Concerns Quality requirements 2/2 Conclusions

European Approach? Quality standards or principles: Subsidiarity Dynamic vs. static Socio-economical differences Measurable standards vs. activating principles Cultural diversity General Information Concerns Quality requirements Conclusions 1/2

Conclusions Principles as basis Quality of Life dimensions included Quality of Life = key values Developmental approach 3 types of indicators General Information Concerns Quality requirements Conclusions 2/2

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