A comprehensive approach in meeting needs and expectations of stakeholders In: “Protecting and promoting the rights of persons with disabilities in Europe: towards full participation, inclusion and empowerment” Council of Europe in Strasbourg on October 2008
Quality is everyone's responsibility It is not enough to do your best; You must know what to do, …… and then do your best.
Traditional approach
‘Scientific’ approach
Managerial approach
Stakeholder approach
Competences of staff Accountability Quality assurance 4 Innovation Human Resources Added value for society 3 Customers Results Management Process Specification Control 1 Generations in ‘quality-thinking’
Perspectives Management of quality Business management Provision of services
Measuring Quality in Social Services SpecificationProcess Outcome Interaction
Quality & Social services Organisation Person served Professional Service Quality criteria
Conditions for quality Available Affordable Accessible High Level Group on Disability, 2007
What do customers want? Empowerment and participation Added value for the user Assistance in achieving personal goals Taken serious Good services Guidance and coordination European Foundation for the Improvement of Living and Working Conditions, 2001 Quality in Personal Social services, 1997 TNO Arbeid, 2003
European Quality in Social Services
Rights Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement EQUASS Quality Framework
Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification EQUASS Concept of Quality European quality requirements
Service-users Service-providers Social partners Funders Policy makers Multi stakeholder approach
Non Prescriptive One way in meeting quality requirements Different ways in meeting quality requirements
9 Measurable 100 Performance indicators Principles for Quality Criteria
Challenge: Measuring Quality Solidarity Performance indicators
Example 1: ‘Public social security expenditure’ Source: Atlas of Euroepan Values 2007
Example 2: ‘Percentage of people who say being concerned …’ Source: Atlas of Euroepan Values 2007
Self evaluation Enhancing organisational learning and improvement Feedback on performance Incentives for deployment Systematic implementation
Self-evaluation Instrument
Feedback
External verification Documentation review Interviews
1.Rights 2.Person centred 3.Comprehensiveness 4.Participation 5.Partnership 6.Result Orientation 7.Good Governance Source: Positioning Paper Disability High Level Group June 2007 European Requirements for Quality in Social Services of General Interest
Rights Person centred Comprehensiveness Partnership Participation Result orientation Ethics Leadership Continuous improvement EQUASS Quality Framework
Skilled Conditions Results Tailor made Holistic Continue EmpowerPartnership Dignity Rights Security Transparant Accountable Rights Person centred Comp’hnss Continuity Comprehensiveness Partnership Participation Result oriented Result orientation Ethics Good Governance Leadership Continuous improvement EQUASS Quality Framework
EQUASS Certification programmes Rights Ethics Person centred Comprehensiveness Partnership Participation LeadershipResult orientation Continuous improvement
EQUASS Quality Concept Meeting needs and expectations of all stakeholders.
Benefits for Service Providers Proof of quality of services Strengthen market position Competitive advantage Bench marking Continuous improvement
Benefits for Public Authorties Credibility Feasibility Accountability Preferred supplier Selection in tendering
Benefits for Service Users EQUASS Certified Services are: meeting needs and expectations respecting rights and dignity of person served tailor made / personalised focussed on results / achievements
EQUASS Licence Holders 2008
Awarded organisations
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