A comprehensive approach in meeting needs and expectations of stakeholders

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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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Generations in quality-thinking
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Perspectives
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Measuring Quality in Social Services
Outcome
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Quality Social services
Service
Quality criteria
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Conditions for quality
High Level Group on Disability, 2007
Available
Affordable
Accessible
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What do customers want?
Empowerment and participation
European Foundation for the Improvement of Living
and Working Conditions, 2001
Added value for the user Assistance in achieving
personal goals
Quality in Personal Social services, 1997
Taken serious Good services Guidance and
coordination
TNO Arbeid, 2003
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European Quality in Social Services
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EQUASS Quality Framework
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EQUASS Concept of Quality
Multi stakeholder approach
Non-prescriptive
Measurable
Self-evaluation
External verification
European quality requirements
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Multi stakeholder approach
Service-users
Service-providers
Social partners
Funders
Policy makers
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Non Prescriptive
Different ways in meeting quality requirements
One way in meeting quality requirements
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Measurable
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Principles for Quality
Criteria

• 100 Performance indicators

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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
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Feedback
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External verification
Documentation review
Interviews
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European Requirements for Quality in Social
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
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EQUASS Quality Framework
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EQUASS Quality Framework
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EQUASS Certification programmes
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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 Holders
2008
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Awarded organisations
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