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Quality at European level
Michael Crowley EPR 2008
Modernisation of Social Services
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Commission Communication April 2006
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Social Services – Growth Sector in Economic Growth and Job Creation
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Focus on Quality and Effectiveness
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Modernisation in Member States dealing with tension of
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Universality / Quality / Financial Sustainability
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General Aspects of Modernisation in Member States
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Benchmarking / Quality / User Involvement
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Decentralisation to regional / Local level
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Outsourcing from Public to Private Sector
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Development of Public / Private Partnerships for funding
Context and rationale HLDG Positioning Paper Oct 2007 UNIVERSALITY MODERNISATION Quality Assurance SUSTAINABILITY QUALITY
Modernisation - Context and Rationale
Paradigm shift in Health and Social Services
From Public Programming Regulation to Market-based Regulation
Modernisation
• Mainstreaming / Partnerships • Inclusion / Maximise potential • Empowerment • User-centeredness • Outcome Measurement • Cost Effectiveness / Efficiency • Informed choice for Clients • Competition
Elements of quality Certification of Quality
Paradigm shift in disability field
from Medical Model to Social Model
Why is a European approach to quality needed?
Financial pressure
Shrinking of welfare state Emphasis on cost-effectiveness
Increased competition
Tendering mechanisms More service-providers on market
Low price prevails on quality
Quantitative outputs prevail on quality
Need for a European Quality System Transnational services
Different national standards Unknown service providers
Enlargement of EU
Different levels Exchange of best practice
Clients need guarantees
Reference framework for innovation and continuous improvement
European Commission needs to take initiative but has limited competence
How should a European approach to quality look like?
Sectoral Stakeholder Involvement
Multi-perspective approach
Principles and Indicators Flexibility for application in different national contexts
Credibility
Continuous improvement Realistic
Feasible threshold
Acceptable cost
Systematic and coherent framework Key assets of a European Quality System Respect for Local context
Use of local language
Local auditors
Quality at European leve l
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Council of Europe - CoE Position paper Disability - HLG Proposals on Quality in SSGI - SSGI European Quality of Life Principles - EASPD Nine golden principles of Social Platform – SP European Quality Assurance for Social Services - EQUASS
Council of Europe Action 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 Plan 2006 - 2015
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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 Plan 2006 - 2015
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Health Care Rehabilitation Social Protection Legal Protection Protection against Violence & Abuse Research & Development Awareness raising
High Level Disability Group -HLDG
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Key Elements of Quality
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Affordable
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Available
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Accessible
European Requirements for Quality in Social Services of General Interest - SSGI
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Rights
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Person centred
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Comprehensiveness
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Participation
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Partnership
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Result Orientation
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Good Governance
European Quality of Life Principles EASPD Values Quality of life for all Dignity 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 :
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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
EQUASS as a European approach to Quality of Social Services
EQUASS Concept of Quality
Sector-specific quality framework Multi stakeholder approach Non-prescriptive Measurable Self-evaluation+external verification European quality requirements
Rights
Person focus
Ethics Partnership
Enhanchers
Participation Person centred
Service focus
Comprehensiveness EQUASS Quality Framework
Review
improvement
Multi stakeholder approach
Service-users Service-providers Social partners Funders Policy makers
Non Prescriptive
One way in meeting quality requirements Different ways in meeting quality requirements
Measurable
9 Principles for Quality Criteria 100 Performance indicators
EQUASS profile Continuous Improvement Result Orientation Leadership
60 55 50 45 40 35 30 25 20 15 10 5 0
Rights Ethics Comprehensivenss Partnerships Persons Centred Particpation
Self-evaluation + External verification
Documentation review Interviews
EQUASS Certification programmes
Leadership Rights Ethics Partnership Participation Person centred Comprehensiveness Continuous improvement Result orientation
Benefits for Service Providers
• Proof of quality of services • Strengthen market position • Competitive advantage • Benchmarking • Continuous improvement
Benefits for Public Authorities
• • • • • Nor re-inventing the wheel Accountability • • Preferred supplier Selection in tendering Conformity with European thinking and documents Credibility Feasibility
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 dissemination
Indicators (cumulative figures)
Certified centres European countries covered Local Licence Holder Accredited EQUASS auditors Trained EQUASS consultants • • • Prometheus CEN Workshop Agreement ‘EQUASS Best practice’ 2007 17 7 2 40 12 2008 24 10 4 47 23 2009 55 13 7 60 63