a comprehensive approach in meeting needs and expectations of stakeholders in: “protecting and...
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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 29-30 October 2008
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Quality is everyone's responsibility
It is not enough to do your
best;
You must know what to do,
…… and then do your best.
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Traditional approach
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‘Scientific’ approach
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Managerial approach
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Stakeholder approach
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Competences of staffAccountabilityQuality assurance
4InnovationHuman ResourcesAdded value for society 3
CustomersResultsManagement 2000
2
ProcessSpecification Control
1
Generations in ‘quality-thinking’
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Perspectives
Management of quality Business management
Provision of services
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Measuring Quality in Social Services
Specification Process OutcomeInteraction
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Quality & Social services
Organisation Person served
Professional
Service
Quality criteria Quality criteria
Quality criteria
Quality criteria Quality criteria
Quality criteria
Quality criteria
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Conditions for quality
Available
Affordable
Accessible
High Level Group on Disability, 2007
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What do customers want?
Empowerment and participation
Added value for the userAssistance in achieving personal goals
Taken seriousGood servicesGuidance and coordination
European Foundation for the Improvement of Living and Working Conditions, 2001
Quality in Personal Social services, 1997
TNO Arbeid, 2003
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European Quality in Social Services
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Rights
Person centred
Comprehensiveness
Partnership
ParticipationResult orientation
Ethics
Leadership
Continuousimprovement
EQUASS Quality Framework
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Multi stakeholder approach
Non-prescriptive
Measurable
Self-evaluation
External verification
EQUASS Concept of Quality
European quality requirements
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Service-usersService-users Service-providersService-providers Social partnersSocial partners FundersFunders Policy makersPolicy makers
Multi stakeholder approach
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Non Prescriptive
One way in meeting quality requirements
Different ways in meeting quality requirements
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9
Measurable
100 Performance indicators
Principles for Quality
Criteria
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Challenge: Measuring Quality
Solidarity
Performance indicators
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Example 1: ‘Public social security expenditure’
Source: Atlas of Euroepan Values 2007
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Example 2: ‘Percentage of people who say being concerned …’
Source: Atlas of Euroepan Values 2007
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Self evaluation
• Enhancing organisational learning and improvement
• Feedback on performance
• Incentives for deployment
• Systematic implementation
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Self-evaluation Instrument
1 Does the organisation have a documented vision and mission statement?
2 Is the documented vision and mission statement approved by the board of management?
3 Does the organisation have a documented quality policy?
4 Are the employees aware of the vision and mission of the organisation?
5 Are the employees aware of the quality policy of the organisation?
6Does the organisation communicate its corporate values with the stakeholders (i.e. promotional materials)?
7Does the organisation deploy its corporate values in internal communication with its employees (i.e. performance review, staff meetings)?
8 Is information available on:
1. development of programmes and services
2. processes and procedures?
3. performance of the organisation?
4. upcoming relevant events?
5. opportunities for employees involvement?
6. opportunities for employees development?
7. opportunities for person served involvement?
9 Do stakeholders have the opportunity to give feedback on programmes and services?
10 Is there a plan for collecting feedback from employees and person served?
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Feedback
EQUASS Profile
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Leadership
Rights
Ethics
Participation
PartnershipPerson centred
Comprehensiveness
Result orientation
Continuous Improvement
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External verification
Documentation review
Interviews
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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 2007Source: Positioning Paper Disability High Level Group June 2007
European Requirements for Quality in Social Services of General Interest
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Rights
Person centred
Comprehensiveness
Partnership
ParticipationResult orientation
Ethics
Leadership
Continuousimprovement
EQUASS Quality Framework
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SkilledConditions
ResultsTailor made
HolisticContinue
Empower PartnershipDignityRights
SecurityTransparantAccountable
Rights
Rights
Person centred
Person centred
Comp’hnss Continuity
Comprehensiveness
Partnership
PartnershipParticipation
Participation
Result oriented
Result orientation
Ethics
Good Governance
Leadership
Continuousimprovement
EQUASS Quality Framework
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EQUASS Certification programmes
RightsEthics
Person centredComprehensiveness
PartnershipParticipation
Leadership Result orientation
Continuousimprovement
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EQUASS Quality Concept
Meeting needs and expectations of all stakeholders.
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Benefits for Service Providers
• Proof of quality of services
• Strengthen market position
• Competitive advantage
• Bench marking
• Continuous improvement
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Benefits for Public Authorties
• Credibility
• Feasibility
• Accountability • Preferred supplier
• Selection in tendering
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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
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EQUASS Licence Holders2008
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Awarded organisations
0
5
10
15
20
25
30
35
40
45
50
55
60
Leadership
Rights
Ethics
Partnerships
Person CentredParticipation
Comprehensiveness
Result Orientation
Continuous Improvement
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Thank you!
www.equass.be