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Estonia 23th April

THE NATIONAL LEGAL ENVIRONMENT REGARDING THE SOCIAL AND MEDICO-SOCIAL SECTOR IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES. Estonia 23th April.

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Estonia 23th April

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  1. THE NATIONAL LEGAL ENVIRONMENT REGARDING THE SOCIAL AND MEDICO-SOCIAL SECTOR IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES Estonia 23th April

  2. TO EVALUATE THE ADEQUACY OF SERVICES THERE ARE STANDARDS WITH QUALITY ASSISTANCE CRITERIA OR LAWS WHICH SPEAK ABOUT THE QUALITY OF SERVICES BUT IN SPAIN THERE ISN´T AN SPECIFIC LAW THAT REGULATES THE EVALUATION OF MEDICAL-SOCIAL SERVICES QUALITY

  3. Valencian Autonomous Region. In Spain laws are different depending on the Autonomous Communities.

  4. VALENCIAN LAWS SPANISH LAWS Law 5 / 97 that regulates the system of Social Services in Valencia.- Decree 90/2002 about assessment of Quality in Service Centres and social action, and entities evaluators of Quality in Valencia.-33 indicators for the improvement of residential care which come into force on the order of 4/02/2005- SBC: Basic Quality System in the Community of Valencia.(2004) - Law 39/2006 of 14 December: Promotion Act of personal autonomy and care for people in a situation of dependency. - AENOR UNE Rule 158101 Residential Management Day Care Centers, and telecare service to help home.

  5. LAW 5 / 97 THAT REGULATES THE SYSTEM OF SOCIAL SERVICES IN VALENCIA. • THIS LAW SAYS THAT THE QUALITY LEVELS IN SOCIAL • SERVICES HAVE TO BE ACCOMPLISHED - AN INESPECIFIC LAW THAT IDENTIFIES : QUALITY CONTROL - BUT IT DOESN´T DEFINE “QUALITY LEVELS” -LOCAL GOVERNMENT: INSPECTION ROLE

  6. INDICATORS FOR THE IMPROVEMENT OF THE RESIDENTIAL CARE • AN INCREASE IN RESIDENCE THAT NEEDED A PLAN OF WELFARE IMPROVEMENT • IN 2002: 33 INDICATORS SENIORS (OLDER PEOPLE) • THERE ARE 4 DIMENSIONS RELATED TO THE OLD PEOPLE ATTENTION AND THE PROPER WORK OF THE OLD PEOPLE HOME: • PERSON ATTENTION - RELATIONS AND RIGHTS OF PATIENT - SOCIAL ENVIRONMENT AND HOTEL SERVICES - ORGANIZATION

  7. THE VALENCIAN GOVERNMENT DOES INSPECTIONS ABOUT FULFILLMENT OF THE INDICATORS ONCE A YEAR. THE INSPECTION OUTCOME IS THE FULFILLMENT OF EVERY INDICATOR COMPARED WITH THE STANDARD THERE IS NO PUNISHMENT THEY ONLY WRITE A REPORT ABOUT THE FULFILLMENT OF THE INDICATORS

  8. - DECREE 90/2002 ABOUT ASSESSMENT OF QUALITY IN SERVICE CENTRES AND SOCIAL ACTION, AND ENTITIES EVALUATORS OF QUALITY IN VALENCIA. - FROM THIS DECREE IN 2004 AN OWN SYSTEM OF QUALITY IS CREATED, AND IT´S DENOMINATED: BASIC SYSTEM OF QUALITY (SBC) SBC IS AN OWN SYSTEM OF QUALITY ADAPTED TO PECULIARITIES OF SOCIAL SERVICES LINKED TO INTERNATIONAL STANDARS LIKE ISO AND EFQM.

  9. - THE SBC INCLUDES: - THIRD AGE - WOMEN - CHILD IN NEED OF CARE - HANDICAPPED PEOPLE - MENTAL CHRONIC PATIENTS

  10. LAW 39/2006 OF 14 DECEMBER:PROMOTION ACT OF PERSONAL AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY. NOWADAYS

  11. WHAT DOES THIS LAW SAY ABOUT QUALITY? EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY SERVICES CRITERIA EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY INDICATORS TO EVALUATE THE CONTINUOUS IMPROVEMENT AND TO COMPARE WITH OTHER CENTERS EVERY AUTONOMOUS COMMUNITY WILL WRITE UP THEIR GOOD PRACTICES GUIDES.

  12. THERE ARE GREAT DIFFERENCES IN SPAIN DEPENDING ON THE AUTONOMOUS COMMUNITIES THE LAW IS IN ITS BEGINNINGS THERE AREN´T ANY QUALITY INDICATORS FOR THE MOMENT

  13. OUR GROUP IS CERTIFIED ACCORDING TO ISO 9001:2000 ISO: INTERNATIONAL ORGANIZATION FOR STANDARDIZATION STANDARS FOR GOOD MANAGEMENT PRACTICE AND FOR SERVICES. ISO 9001:2000 ISO ARE REQUIREMENTS THAT ORGANIZATION HAS TO CARRY OUT

  14. OUR COMPANY HAS OBTAINED THE “E” : COMMITMENT WITH THE EXCELLENCE ACCORDING TO EUROPEAN MODEL: EFQM

  15. TO SUM UP: • THERE AREN´T ANY SPECIFIC LEGISLATION IN SPAIN IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES • LAWS ARE VERY DIFFERENT DEPENDING ON THE • THE AUTONOMOUS COMMUNITIES. - COMING SOON: LAW OF PROMOTION ACT OF PERSONAL AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY. - ISO AND EFQM : QUALITY SYSTEMS

  16. SPANISH TEAM RESULTS ROSARIO RICO MARISA CANTÓ ANA PEÑAS

  17. PRESENTATION OF THE PILOT EVALUATION • WE DID THE SPANISH PILOT EVALUATION ON 10 JUNE 2008. • THE STRUCTURE IS CALLED “EL TEIX”: A MIXED MINORS CENTER WHICH DEPENDS ON THE LOCAL GOVERNMENT. • THE STRUCTURE IS LOCATED IN ALCOY (ALICANTE) EL TEIX (ALCOY)

  18. ALCOY COUNTS 60.700 INHABITANTS • THE STRUCTURE IS IN THE CITY CENTER • THE STRUCTURE IS COMPOSED OF ONE MAIN BUILDING WHERE YOUNG PEOPLE LIVE WEEKDAYS AND A SECOND BUILDING FOR WEEKENDS

  19. THE CENTER OFFERS TO THE MINORS A WELCOME HOME AS NORMALIZED AS POSSIBLE. • ITS SERVICES ARE OF SOCIAL AND EDUCATIVE CHARACTER TO COMPENSATE THE ABSENCE OF A FAMILIAR CORE OF REFERENCE • THE CENTER HAS 30 BOARDERS PLACES AND 9 FOR DAY CENTER BETWEEN 6 AND 18 YEARS OLD.

  20. EVALUATED STRUCTURE • FIRST TELEPHONE CONTACT TO ASK FOR THE CENTER WRITTEN IFORMATION WE NEEDED. • INDIVIDUAL WORK TO READ ALL THE DOCUMENTS • 2 MEETINGS TO WORK WITH THE DOCUMENTATION AND PLANNING SOME QUESTIONS. • 2 VISITS TO THE CENTER WITH EMPLOYEES INTERVIEWS. • 1 FINAL MEETING TO GIVE THE ORAL RESTITUTION OF THE EVALUATION RESULTS.

  21. SYNTHESIS OF RESULTS

  22. RECOMENDATIONS • MATERIALS/STRUCTURE MANPOWER Fittings and equipment could be improved Image of the building suited to its function Comfort can be improved Aesthetics of the living environment QUALITY OF THE SERVICES Admission and guidance could be improved Attitudes can be improved. Formal agreements could be stablished. Seeking and getting employment Writte rights and obligations but MANAGEMENT METHODS FINANCE MARKETING

  23. MANPOWER • MATERIALS/STRUCTURE No multiannual training plan of staff The structure does not consider the participation of families The process of internal and external evaluation is not initiated The process of internal and external evaluation is not initiated No formal way in coordination and networks There is no collaboration to research FINANCE MARKETING MAJOR RESERVATIONS QUALITY OF THE SERVICES MANAGEMENT METHODS

  24. THANK YOU!!!

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