Quality at European level

Michael Crowley EPR 2008

Modernisation of Social Services

• Commission Communication April 2006• Social Services – Growth Sector in Economic Growth and Job

Creation

• Focus on Quality and Effectiveness

• Modernisation in Member States dealing with tension of • Universality / Quality / Financial Sustainability

• General Aspects of Modernisation in Member States• Benchmarking / Quality / User Involvement

• Decentralisation to regional / Local level

• Outsourcing from Public to Private Sector

• Development of Public / Private Partnerships for funding

UNIVERSALITY

SUSTAINABILITY

QUALITY

MODERNISATION

Quality Assurance

Context and rationaleHLDG Positioning Paper Oct 2007

Paradigm shift in disability field

from Medical Model to Social Model

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

Modernisation - Context and Rationale

Certification of QualityElements of quality

Why is a European approach to quality needed?

Financial pressure

Shrinking of welfare state Emphasis on cost-effectiveness

Quantitative outputs prevail on quality

Increased competition

Tendering mechanisms More service-providers on market

Low price prevails on quality

Transnational services

Different national standards Unknown service providers

Clients need guarantees

Enlargement of EU

Different levels Exchange of best practice

Reference framework for innovationand continuous improvement

Need for aEuropean

Quality System

European Commission needs to take initiative but has limited competence

Sectoral Stakeholder Involvement

Multi-perspective approach

Credibility

Principles and Indicators Flexibility for application in different

national contexts

Continuous improvement

Systematic and coherent framework

Realistic

Feasible threshold

Acceptable cost

Respect for Local context

Use of local language

Local auditors

Key assets of aEuropean

Quality System

How should a European approach to quality look like?

Quality at European level

• 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 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

High Level Disability Group -HLDG

• Key Elements of Quality• Affordable

• Available

• Accessible

European Requirements for Quality inSocial Services of General Interest - SSGI

• Rights

• Person centred

• Comprehensiveness

• Participation

• Partnership

• Result Orientation

• Good Governance

European Quality of Life PrinciplesEASPD

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 :

• 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

Multi stakeholder approach

Non-prescriptive

Measurable

Self-evaluation+external verification

EQUASS Concept of Quality

European quality requirements

Sector-specific quality framework

Input Output ReviewContinuousimprovement

Person focusRights

Ethics

EnhanchersPartnership

Participation

Service focusPerson centred

Comprehensiveness

Leadership Results

EQUASS Quality Framework

Service-users Service-providers Social partners Funders Policy makers

Multi stakeholder approach

Non Prescriptive

One way in meeting quality requirements

Different ways in meeting quality requirements

9

Measurable

100 Performance indicators

Principles for Quality

Criteria

0

5

10

15

20

25

30

35

40

45

50

55

60Leadership

Rights

Ethics

Partnerships

Persons CentredParticpation

Comprehensivenss

Result Orientation

Continuous Improvement

EQUASS profile

Self-evaluation + External verification

Documentation review

Interviews

EQUASS Certification programmes

RightsEthics

Person centredComprehensiveness

PartnershipParticipation

Leadership Result orientation

Continuousimprovement

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

Indicators (cumulative figures) 2007 2008 2009

Certified centres 17 24 55

European countries covered 7 10 13

Local Licence Holder 2 4 7

Accredited EQUASS auditors 40 47 60

Trained EQUASS consultants 12 23 63

EQUASS dissemination

• Prometheus• CEN Workshop Agreement• ‘EQUASS Best practice’