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EQUASS: Future perspectives

EQUASS: Future perspectives. in : “ Å dele er å forbedre ”. Trondheim, 2 November 2008. Content. European Quality Approaches European Market Development Generations in Quality Thinking European Service Provider Perspectives European Quality Framework …. EQUASS-approach

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EQUASS: Future perspectives

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  1. EQUASS: Future perspectives in: “Å dele er å forbedre ” Trondheim, 2 November 2008

  2. Content • European Quality Approaches • European Market Development • Generations in Quality Thinking • European Service Provider Perspectives • European Quality Framework …. • EQUASS-approach • Core characteristics • Benefits • Strategy and dissemination • Certified organisations

  3. Doing the right things right

  4. Quality Circle

  5. Quality is everyone's responsibility It is not enough to do your best; You must know what to do, …… and then do your best.

  6. Quality approaches* Traditional ‘Scientific’ Managerial Consumerist * Dr Monica Dowling: An empowering approach to measuring quality in social care services in England

  7. Protected public market Closed market Open market Protected private market Modernisation: Development of the market Funding based on needs Flexible rules Autonomy for providers Public institutions Fixed funding Standard criteria No autonomy for providers Private & Public institutions Funding by public tenders & vouchers for clients Competition Private institutions Funding on institutional basis General rules Not-for-profit organisations

  8. Innovation Creaming Self-regulation Expertise Staff Development Price fighting Effects

  9. Market: creation & conditions • Quality • Results • Expertise • Costs

  10. Quality Characteristics

  11. Quality Characteristics

  12. Innovation Human Resources Added value for society Process Specification Control 4 3 2 1 Competences of staff Accountability Quality assurance Customers Results Management 2000 Generations in ‘quality-thinking’

  13. 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 EQRM EQUASS (re)branding Project Quality Accreditation Proposal: EPVR Quality Award 15 years Quality Development Time

  14. Provision of services Management of quality Business management Perspectives

  15. Conditions for quality High Level Group on Disability, 2007 Available Affordable Accessible

  16. 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

  17. European Requirements for Quality in Social Services of General Interest • Rights • Person centred • Comprehensiveness • Participation • Partnership • Result Orientation • Good Governance Source: Positioning Paper Disability High Level Group June 2007

  18. Golden Quality Principles • respect human dignity and fundamental rights • achieve results • are tailor-made to each individual • ensure security to all users, including the most vulnerable • are participative and empower users to take decisions on their own • are holistic and continuous • are provided in partnership with communities and other actors • are provided by skilled professionals working under good employment and working conditions • are managed in a transparent way and are accountable Quality services

  19. Rights Person centred Comp’hnss Continuity Participation Partnership Result oriented Good Governance Continuous improvement Rights Ethics Leadership Partnership Result orientation Participation Person centred Comprehensiveness Dignity Rights Results Tailor made Security Empower Holistic Continue Partnership Skilled Conditions Transparant Accountable EQUASS Quality Framework

  20. European Quality of Life Principles Values Quality of life for all • Dignity • Equal opportunities • Independent living • Participation in and • Contribution to society • Emotional well-being • Interpersonal relations • Material well-being • Personal development • Physical well-being • Self-determination • Social inclusion • Equal rights • Indicators: • Subjective • Objective • Organisational

  21. Specification Process Interaction Measuring Quality in Social Services Outcome

  22. Quality criteria Professional Quality criteria Quality criteria Organisation Person served Quality criteria Quality criteria Quality criteria Quality & Social services Service Quality criteria

  23. European Quality Framework:Continuous Development in Quality Assurance Working conditions Added value for society Quality of life Personal well-being Added value for person Competence of staff Affordable Accessible Available

  24. European Quality in Social Services

  25. EQUASS Concept of Quality Multi stakeholder approach Non-prescriptive Measurable Self-evaluation External verification European quality requirements

  26. Continuous improvement Rights Ethics Leadership Result orientation Partnership Participation Person centred Comprehensiveness EQUASS Quality Framework

  27. EQUASS Certification programmes Continuous improvement Rights Partnership Ethics Participation Leadership Result orientation Person centred Comprehensiveness

  28. Meeting needs and expectations of all stakeholders. EQUASS Quality Concept

  29. Benefits for Service Providers • Proof of quality of services • Strengthen market position • Competitive advantage • Bench marking • Continuous improvement

  30. Benefits for Public Authorties • Credibility • Feasibility • Accountability • Preferred supplier • Selection in tendering

  31. 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

  32. Develop and disseminate materials • Capacity building (Auditors / Consultants) • Operating EQUASS Excellence & EQUASS Award • Support EQUASS Licence Holder in implementation Tasks / responsibilities EQUASS Brussels Local License Holder • Marketing of EQUASS products • Sales (EQUASS assurance) • Operate EQUASS assurance applications • Facilitate local stakeholder committee Tasks / responsibilities Strategy European level National or regional level Local Equass Representative

  33. EQUASS Licence Holders

  34. Leadership 60 55 50 Continuous Improvement Rights 45 40 35 30 25 20 15 Result Orientation Ethics 10 5 0 Comprehensiveness Partnerships Participation Person Centred Awarded organisations

  35. Quality has to be caused …. not controlled. Philip Cosby 1926 -2001

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