Capacity Building Programmeof Handicap International in

South East Europe

Module 4 – Seminar on Quality of Social Services

Tirana, December 2008

Michael Crowley - Ireland

Council of EuropeAction Plan 2006 - 2015

To promote the rights and full participation of people with disabilities in society :

Improving the quality of life of people with disabilities 2006 - 2015

Council of Europe Action Plan2006 - 2015

• Participation in Public & Political Life• Participation in Cultural life• Information & Communications• Education• Employment, Vocational Training & Guidance• Built Environment• Transport• Community Living

Council of Europe Action Plan2006 - 2015

• Health Care• Rehabilitation • Social Protection• Legal Protection• Protection against Violence & Abuse• Research & Development• Awareness raising

Quality in Social Services Sector

• Overview Quality Systems• Brief History

• European Quality Approaches

• European Modernisation Developments – Europe( Sl 8)

• Market Requirements – Guus (Slide 10 Trond)• European High Level Perspective ( Sl 18)

• State of Art - Quality in Social Services (Sl 23)• Core Elements

• Clarification Terminology

Quality Framework in Social Services Sector

• Development Strategy – Quality Framework• Implementation Strategy • Audit / Monitoring Strategy• Funding / Compliance Strategy• National Authority Perspective( Sl 40 EIQA)• Service Provider Perspective (Sl 39 EIQA)• Service User / Client Perspective( Sl 41 EIQA)

EQUASS Assurance

• Leadership • Rights• Ethics• Partnership• Participation• Person Centred• Comprehensive• Result Orientated• Continuous Improvement

DRAFT Residential Services forPeople with Disabilities -HIQA

• Quality of Life• Staffing• Protection• Development & Health• Physical Environment• Governance & Management

DRAFT Residential Care SettingsChildren & Young PwD - HIQA

• Quality of Life• Staffing• Safeguarding & Child Protection• Education, Development & Health• Children’s Rights• Health & Safety• Governance & Management

Social Platform

• Dignity& Rights• Service Results• Tailor made Services • User Security • Participation & Empowerment • Holistic& Continuous• Partnership• Skilled Professionals • Transparent & Accountable

European Quality of Life PrinciplesEASPD

Values Quality of life for allDignity Emotional well-being

Equal opportunities Interpersonal relations

Independent living Material well-being

Participation in and Personal development

Contribution to society Physical well-being

Self-determination

Social inclusion

Equal rights

Golden Quality Principles Social Platform

Quality Services :

• Respect human dignity and fundamental rights• Achieve results• Tailor-made to each individual• Ensure security to all users, including the most

vulnerable• Participative and empower users to take decisions on

their own• Holistic and continuous• Provided in partnership with communities and other

actors• Provided by skilled professionals working under good

employment and working conditions• Managed in a transparent way and are accountable

European Requirements for Quality inSocial Services of General Interest

• 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

Quality Standard Further Education & Training - FETAC

• Communications• Equality• Staff Recruitment & Development• Access, Transfer & Progression• Programme Development, Delivery & Review• Fair & Consistent Assessment of Learners• Protection for Learners• Subcontracting / Procuring Programme Delivery• Self Evaluation of Programmes & Services

HIQADraft Residential Standard

7 Sections Quality of Life > 4 Standards - 35 Criteria Staffing > 1 Standard – 15 Criteria Protection > 2 Standards – 25 Criteria Development & Health > 2 Standards – 23 Criteria Rights > 5 Standards – 35 Criteria Physical Environment > 2 Standards – 18 Criteria Governance & Management > 3 Standards – 26 Criteria

19 Standards

177 Criteria

Quality Standard for Special Training Centre - QA00/01

• Policy Standards

• Service Standards

• Management Standards

• Financial Standards

• Quality Standards

Service ProvidersPerspective

Outcome Measurement

Michael CrowleyBusiness Excellence ExecutiveRehab Group Tirana, December 2008

Outcome Measurement

• European Context• Service Provider Context• Service / Funding Contractual Agreement

Outcome Targets

• Set in Consultation• Addressing Needs Identified• Realistic• Measurable• Attainable

Issues / Risks

• General Targets v Specific Targets• Targets Linked to Funding• Hard Outcomes Specific • Quality of Life Outcomes – little

recognition• Outcome timeline variable• Service Users needs increasing• Inappropriate referrals• Open Market

Outcome Measurement - Advantages

• Supports• Effective delivery of service• Sustainable Success• Performance Management / Measurement• Control sub contracted services• Continuous Improvement• Benchmarking / Bench learning

Outcome Utilisation /Improvement Initiatives

• Service Improvement • Proof of Efficiency & Effectiveness• Supports concept Value for Money• Customer Satisfaction – addressing needs• Continuous Improvement• Business Improvement

Conclusion

• Issue of the Present / Future• Input Fundamental• Linkage to Funding• Measurement Methodology critical• Strategy for Service Improvement• Key Business Results• Benchmarking

You don’t have to do this, survival is not compulsory

W. Edwards Deming

National Strategy

Sector Strategy.

Sector Standards Development

Sector Standards Implementation

NATIONAL

INSPECTORATE

Standards Development & Implementation

Registration

Service Contracts.

Service Funding

Monitoring & Compliance

Service Providers Perspective - Standards

Market Share

Quality Service

Regulated Providers

Quality Assurance of Service.

Continuous Improvement Service

Service User Participation / Feedback

Service Users Perspective - Standards

Outcomes Focused

Individual Needs Results

National Launch

Regional Launch – Local Service Providers Conferences

Service Provider Training / Infromation

Staff Training / Information

Standards Implementation Strategy

Service User Training / Information

Provision of Resources / Suppoerts

National Standards Strategy

• Government Commitment• Accountability• Value for Money• Efficiency and Effectiveness• Quality / Continuous Improvement

• Sector Standards link to National Strategy• Designated Sector Authority• Standards Development Strategy• Standards Implementation Strategy

Development of Residential Standard for Older People

• Working Group • Service Users• Service Providers• Advocacy Groups• Government Officials• Standards Executive – HIQA• Sector Professionals

Development of Residential Standard for Older People

• Terms of reference• Review and develop Draft Standard• Research International Standards /

Legislation / Best Practice • Establish targeted consultation process• Establish Public consultation• Co-ordinate consultation process• Consider feedback from consultation• Finalise Draft Standard for publication

Development of Residential Standard for Older People

• Consultation Process• Targeted Consultation - Professionals• Public Consultation• Workshops• Focus Groups – Existing / Prospective

Residents / Family / Carers• Advertisements in National Press

• Final National Quality Standard for Residential Care Settings for Older People

Development of EQUASS Standard

• Expert Working Group• Existing EQUASS Professionals• Quality Professionals• Service Professionals

Development of EQUASS Standard

• Terms of reference• Standard based on Principles of Quality• Defining standards of minimum performance

(performance indicators)• Designing a method and instruments for

verification • Testing the system in 2 pilots

• Evaluation and finalisation

SGGI - Social Services of General Interest

• Service Users Perspective• Macro Level