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Market development and Quality

Market development and Quality. Content. T he role of the key actors in market development and their contribution to quality Q uality systems in the social services Social services vs. Products Universal and sector specific quality approaches T he paradigm of quality management

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Market development and Quality

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  1. Market developmentandQuality

  2. Content • The role of the key actors in market development and their contribution to quality • Quality systems in the social services • Social services vs. Products • Universal and sector specific quality approaches • The paradigm of quality management • European Quality Frameworks for Social Services • CQF for SSGI / EQAVET / EQF for SS • Core criteria for quality in social services • Market development in Norway, Germany and Portugual: the role of quality. • Brief overview current situation • Role and function of quality certification Closing remarks

  3. Role of central authority in Market Development

  4. Context Disability Related Social Services Protected Public Funding based on needs. Flexible rules. Autonomy for providers. Public institutions. Closed Open Fixed funding. Standard criteria No autonomy for providers. Private & public institutions. Funding by public tenders & vouchers for clients. Competition. Private institutions. Protected Privat Funding on institutional basis. General rules. Not-for-profit organisations.

  5. Characteristics

  6. Characteristics

  7. Characteristics

  8. Characteristics

  9. Quality systems in Social services

  10. Rehabilitation services are considered as an economical activity

  11. Products vs. Services Tangible Ownership Standardised Manufactoring Non-perishability Itangible Notownership Tailor made Interaction Perishability

  12. The Paradigm of managing quality

  13. The Paradigm of managing quality

  14. Universal Qualityapproaches Sector specific Quality approaches

  15. Rights CommunalitiesDifferences Ethics Person centred Holistic approach Staff compentence Management of Quality Empowerment HR-Management Self-determination Quality of life Good Governance Inclusion User benefits Results Partnership Resource management Process Management Systematic improvement

  16. European QualityFrameworks forsocial services

  17. European Quality Frameworks Overarching Quality Principles European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET Available Affordable Person centred Contibuity Accessible User Result orientation Comprehensiveness Rights Participation & & Empowerment Stakeholder Good Governance Service Provider Partnership Staff Working conditions Human Resource Management Infrastructure

  18. European Quality Framework for Social Services Overarching Quality Principles Available Affordable Person centred Contibuity Accessible User Result orientation Comprehensiveness Rights Participation & & Empowerment Stakeholder Good Governance Service Provider Partnership Staff Working conditions Human Resource Management Infrastructure

  19. Stakeholder consultation Promoting Quality in Social Service of General Interest (VP 2008/004) European Community Programme for Employment and Social Solidarity 2007-2013 (PROGRESS)

  20. Stakeholderconsultation

  21. Preconditions for service delivery Sustainable funding Legislative framework Stakeholder dialogue Supportive social policy framework Available services Affordable services Accessible services The context

  22. Domain 4: Staff Domain 1: Context Staff Ethics Staff requirements Domain 3: Needs of person served Domain 5: Service Domain 6: Benefits and results Participation Rights Comprehensiveness Person centred Result orientation Needs of person served Service requirements Benefits and results Governance Partnership Domain 2: Service provider Provider requirements

  23. Common Quality Framework for Social Services of General Interest • Good Governance • Partnership • Rights • Participation • Ethics • Competences of staff • Person centred • Comprehensiveness • Result Orientation a. Good management b. Accountability and transparency c. Annual planning d. Collection of feedback e. Systematic Quality Improvement f. Confidentiality a. Partnership a. Charter of Rights b. Non-discrimination c. Complaint management d. Freedom of choice e. Self-determination f. Access to advocate – support person Source: CEN Workshop 51, September 2009

  24. Common Quality Framework for Social Services of General Interest • Good Governance • Partnership • Rights • Participation • Ethics • Competences of staff • Person centred • Comprehensiveness • Result Orientation a. Information b. Involvement of users c. Empowerment of persons served a. Respect to human dignity b. Ethical code for professionals c. Ensuring safety and security a. Skilled professionals b. Working conditions c. Training and development of staff d. Staff levels and staff ratio e. Volunteers Source: CEN Workshop 51, September 2009

  25. Common Quality Framework for Social Services of General Interest • Good Governance • Partnership • Rights • Participation • Ethics • Competences of staff • Person centred • Comprehensiveness • Result Orientation a. Tailor-made services b. Proximity c. Affordability a. Holistic approach b. Promotion of quality of life c. Seamless provision of services d. Access to multi-disciplinary supports and services a. Benefits for service users b. Records of outcomes c. Reviewing results d. Transparency of results Source: CEN Workshop 51, September 2009

  26. EQAVET Framework

  27. Continuous improvement Rights Ethics Leadership Partnership Staff / professionals Result orientation Participation Person centred Comprehensiveness European Quality Framework for Social Services Common Quality Framework for Social Services of General Interest European Quality Assurance Reference Framework for VET

  28. The current market in: Protected private market – Public funding – Fulfilment legal parameters

  29. Germany • Funder: • German Pension Fund (Regional / National) • Regional Social Centres • Joint Ventures for Employment (BAG) • Professional organisation • Accident Insurance • Selection: by Labour office trough assessment on opportunities of service user / tendering • Criteria: Proposal for social service provider based on: • Medical / psychological expertise and measures • Clarification of costs reflected in contract • Social service providers: Private initiatives Sector: VocationalRehabiliation 357,021 km² 81.8 millioninhabitants 52 BBW 28 BFW

  30. Norway Funding: Directorate of Labour (NAV) • Selection: : by Labour office trough assessment on opportunities of service user / tendering • Criteria: Proposal for social service provider based on: • Expertise and measures • Proof of quality • Proven results in the past • Costs • Context: • Geographical • Legislation • Number of vocational rehabilitation providers • Social service providers: mix private initiatives Sector: VocationalRehabiliation 385,252 km² 4.9 millioninhabitants 234 ASVL 120 AVRE

  31. Portugal • Funder: • Fixed funding (income related), project funding, tendering (costs) • Selection: Social security, Job centres, partners, social network and choice of user. • Criteria: Fulfilment of legal parameters. • Accreditation (INR) is required for educational services. Social service providers: Private initiatives (Foundations, associations, special target groups) Sector: VocationalRehabiliation 91.982 km² 10,6 miljioninhabitants 448 CentrosNovasOpportunidados 769 Serviçossociais

  32. Closingremarks The limitations of putting qualityrequirements

  33. Increasedrequirementsforquality

  34. Impact of the increased requirements for quality 30 % of food is destroyed 60 % can still be eaten Netherlands: 2,4 bil. Euro is destroyed because of expiration date Europa: 89 000 kg food is destroyed

  35. What will happen with these people if we apply the quality trend of food industry to the social sector?

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