THE NATIONAL LEGAL THE NATIONAL LEGAL ENVIRONMENT REGARDING THE ENVIRONMENT REGARDING THE

SOCIAL AND MEDICO-SOCIAL SOCIAL AND MEDICO-SOCIAL SECTOR IN RELATION WITH THE SECTOR IN RELATION WITH THE EVALUATION OF THE QUALITY OF EVALUATION OF THE QUALITY OF

THE SERVICESTHE SERVICES

Estonia23th April

TO EVALUATE THE ADEQUACY OF SERVICES TO EVALUATE THE ADEQUACY OF SERVICES THERE ARE STANDARDS WITH QUALITY THERE ARE STANDARDS WITH QUALITY

ASSISTANCE CRITERIA ASSISTANCE CRITERIA OR LAWS WHICH SPEAK ABOUT THE QUALITY OF OR LAWS WHICH SPEAK ABOUT THE QUALITY OF

SERVICESSERVICES

BUT IN SPAIN THERE ISN´T AN SPECIFIC LAW THAT

REGULATES THE EVALUATION OF MEDICAL-SOCIAL SERVICES QUALITY

Valencian Autonomous Region.

In Spain laws are different depending onthe Autonomous Communities.

VALENCIAN LAWS SPANISH LAWS

-Law 5 / 97 that regulates the system of Law 5 / 97 that regulates the system of Social Services in Valencia.Social Services in Valencia.

- Decree 90/2002 about - Decree 90/2002 about assessment of Quality in Service assessment of Quality in Service CentresCentres and social action, and entities and social action, and entities evaluators of Quality in Valencia.evaluators of Quality in Valencia.

--33 indicators for the improvement of 33 indicators for the improvement of residential care which come into force residential care which come into force on the order of 4/02/2005on the order of 4/02/2005

- - SBC: Basic Quality System in the SBC: Basic Quality System in the Community of Valencia.(2004)Community of Valencia.(2004)

- Law 39/2006 of 14 December:Promotion Act of personal autonomy and care for people in a situation of dependency.

- AENOR UNE Rule 158101 Residential Management Day Care Centers, and telecare service to help home.

LAW 5 / 97 THAT REGULATES THE SYSTEM OF LAW 5 / 97 THAT REGULATES THE SYSTEM OF SOCIAL SERVICES IN VALENCIA.SOCIAL SERVICES IN VALENCIA.

- AN INESPECIFIC LAW THAT IDENTIFIES : QUALITY CONTROL

-LOCAL GOVERNMENT: INSPECTION ROLE

-THIS LAW SAYS THAT THE QUALITY LEVELS IN SOCIAL SERVICES HAVE TO BE ACCOMPLISHED

- BUT IT DOESN´T DEFINE “QUALITY LEVELS”

INDICATORS FOR THE IMPROVEMENT OF THE INDICATORS FOR THE IMPROVEMENT OF THE RESIDENTIAL CARERESIDENTIAL CARE

IN 2002: 33 INDICATORS SENIORS (OLDER PEOPLE)

• AN INCREASE IN RESIDENCE THAT NEEDED A PLAN OF WELFARE IMPROVEMENT

•THERE ARE 4 DIMENSIONS RELATED TO THE OLD PEOPLE ATTENTION AND THE PROPER WORK OF THE OLD PEOPLE HOME:

-PERSON ATTENTION

- RELATIONS AND RIGHTS OF PATIENT

- SOCIAL ENVIRONMENT AND HOTEL SERVICES

- ORGANIZATION

THE INSPECTION OUTCOME IS THE FULFILLMENT OF EVERY THE INSPECTION OUTCOME IS THE FULFILLMENT OF EVERY INDICATOR COMPARED WITH THE STANDARDINDICATOR COMPARED WITH THE STANDARD

THERE IS NO PUNISHMENT

THEY ONLY WRITE A REPORT ABOUT THE FULFILLMENT OF THE INDICATORS

THE VALENCIAN GOVERNMENT DOES INSPECTIONS ABOUT FULFILLMENT OF THE

INDICATORS ONCE A YEAR.

- DECREE 90/2002 ABOUT ASSESSMENT OF QUALITY IN - DECREE 90/2002 ABOUT ASSESSMENT OF QUALITY IN SERVICE CENTRES AND SOCIAL ACTION, AND ENTITIES SERVICE CENTRES AND SOCIAL ACTION, AND ENTITIES

EVALUATORS OF QUALITY IN VALENCIA.EVALUATORS OF QUALITY IN VALENCIA.

- FROM THIS DECREE IN 2004 AN OWN SYSTEM OF QUALITY IS CREATED, AND IT´S DENOMINATED: BASIC SYSTEM OF QUALITY (SBC)

SBC IS AN OWN SYSTEM OF QUALITY ADAPTEDTO PECULIARITIES OF SOCIAL SERVICES LINKED TO INTERNATIONAL STANDARS

LIKE ISO AND EFQM.

- THE SBC INCLUDES:

- THIRD AGE

- WOMEN

- CHILD IN NEED OF CARE

- HANDICAPPED PEOPLE

- MENTAL CHRONIC PATIENTS

NOWADAYS

LAW 39/2006 OF 14 DECEMBER:PROMOTION ACT OF PERSONAL

AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY.

WHAT DOES THIS LAW SAY ABOUT QUALITY?

EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY SERVICES CRITERIA

EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY INDICATORS TO EVALUATE THE CONTINUOUS IMPROVEMENT AND TO COMPARE WITH OTHER CENTERS

EVERY AUTONOMOUS COMMUNITY WILL WRITE UP THEIR GOOD PRACTICES GUIDES.

THERE ARE GREAT DIFFERENCES IN SPAIN DEPENDING ON THE AUTONOMOUS COMMUNITIES

THE LAW IS IN ITS BEGINNINGS

THERE AREN´T ANY QUALITY INDICATORS FOR THE MOMENT

OUR GROUP IS CERTIFIED ACCORDING TO ISO 9001:2000

ISO: INTERNATIONAL ORGANIZATION FOR STANDARDIZATION

ISO 9001:2000 STANDARS FOR GOOD MANAGEMENT PRACTICE AND FOR SERVICES.

ISO ARE REQUIREMENTS THAT ORGANIZATION HAS TOCARRY OUT

OUR COMPANY HAS OBTAINED THE OUR COMPANY HAS OBTAINED THE “E” : COMMITMENT WITH THE “E” : COMMITMENT WITH THE EXCELLENCE EXCELLENCE ACCORDING TO ACCORDING TO

EUROPEAN MODEL: EFQMEUROPEAN MODEL: EFQM

TO SUM UP:

-THERE AREN´T ANY SPECIFIC LEGISLATION IN SPAIN IN IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICESSERVICES

- LAWS ARE VERY DIFFERENT DEPENDING ON THE THE AUTONOMOUS COMMUNITIES.

- COMING SOON: LAW OF PROMOTION ACT OF PERSONAL AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY.

- ISO AND EFQM : QUALITY SYSTEMS

SPANISH TEAM RESULTSSPANISH TEAM RESULTS

ROSARIO RICOMARISA CANTÓANA PEÑAS

PRESENTATION OF THE PRESENTATION OF THE PILOT EVALUATIONPILOT EVALUATION

WE DID THE SPANISH PILOT EVALUATION ON 10 JUNE 2008.

THE STRUCTURE IS CALLED “EL TEIX”: A MIXED MINORS CENTER WHICH DEPENDS ON THE LOCAL GOVERNMENT.

THE STRUCTURE IS LOCATED IN ALCOY (ALICANTE)

EL TEIX (ALCOY)

ALCOY COUNTS 60.700 INHABITANTS

THE STRUCTURE IS IN THE CITYCENTER

THE STRUCTURE IS COMPOSED OF ONE MAIN BUILDING WHERE YOUNGPEOPLE LIVE WEEKDAYS AND A SECOND BUILDING FOR WEEKENDS

THE CENTER OFFERS TO THE MINORS A WELCOME HOME AS NORMALIZED AS POSSIBLE.

ITS SERVICES ARE OF SOCIAL AND EDUCATIVE CHARACTER TO COMPENSATE THE ABSENCE OF A FAMILIAR CORE OF REFERENCE

THE CENTER HAS 30 BOARDERS PLACES AND 9 FOR DAY CENTER BETWEEN 6 AND 18 YEARS OLD.

EVALUATED STRUCTUREEVALUATED STRUCTURE

FIRST TELEPHONE CONTACT TO ASK FOR THE CENTER WRITTEN IFORMATION WE NEEDED.

INDIVIDUAL WORK TO READ ALL THE DOCUMENTS

2 MEETINGS TO WORK WITH THE DOCUMENTATION AND PLANNING SOME QUESTIONS.

2 VISITS TO THE CENTER WITH EMPLOYEES INTERVIEWS.

1 FINAL MEETING TO GIVE THE ORAL RESTITUTION OF THE EVALUATION RESULTS.

SYNTHESIS OF RESULTSSYNTHESIS OF RESULTS

QUALITY

OF THE

SERVICES

MANPOWERMATERIALS/STRUCTURE

MANAGEMENT METHODS FINANCE MARKETING

RECOMENDATIONS

Image of the building suited to its function

Formal agreements could be stablished.

Fittings and equipment could be improved

Attitudes can be improved.

Writte rights and obligations but

Admission and guidance could be improved

Seeking and getting

employment

Comfort can be improved Aesthetics of the living environment

QUALITY

OF THE

SERVICES

MANAGEMENT METHODS

MAJOR RESERVATIONSMANPOWER MATERIALS/STRUCTURE

FINANCE MARKETING

The structure does not consider the participation of families

No formal way in coordination and networks

There is no collaboration to research

No multiannual training plan of

staff

The process of internal and external evaluation is not initiated

The process of internal and external evaluation is not initiated

THANK YOU!!!THANK YOU!!!