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CZ PRES Ministerial Conference on Social ServicesCZ PRES Ministerial Conference on Social ServicesPanel IPanel I
Prague, 22 April 2009Prague, 22 April 2009Jan Spooren, General Secretary, EPRJan Spooren, General Secretary, EPR
“A sector-specific quality approach to reconcile
sustainability, quality & accessibility of social services”
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UNIVERSALITY
SUSTAINABILITY
QUALITY
The social services paradox The social services paradox
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QUALITY FRAMEWORKQUALITY FRAMEWORK
sector-specific and multi-perspectivesector-specific and multi-perspectiveOffer the highest possible quality of services for all within given financial constraints
SUSTAINABILITYSUSTAINABILITY
UNIVERSALITYUNIVERSALITY QUALITYQUALITY
Reconciling basic concepts of social services Reconciling basic concepts of social services
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Mod
erni
satio
n
Context of ‘modernisation’ Context of ‘modernisation’
Social economic challenges
• Ageing• Gender equality• Social integration• Labour market flexibility
Increasing and diversifying demand
Adapt to changing needs
• Understand needs• Flexible responses• New target groups• New services
Sophisticated and complex services
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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
Certification of QualityElements of quality
Modernisation as a rationale for quality Modernisation as a rationale for quality
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Social services differ from other servicesSocial services differ from other services
Asymmetric relationshipproviders-beneficiaries
Involvement of voluntary workers
Rooted in (local) cultural traditions
Based on solidarity
Comprehensive &personalised
Characteristicsof
social servicesNot-for-profit
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Quality perspectivesQuality perspectives
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Input Output ReviewContinuousimprovement
Person focusRights
Ethics
EnhancersPartnership
Participation
Service focusPerson centred
Comprehensiveness
Leadership Results
Quality principles for social servicesQuality principles for social services
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The need for a European approach to qualityThe need for a European approach to quality
Ongoing initiatives Disability HLG paper on quality 9 golden principles of Social Platform Progress Call for Proposals CEN workshop Social Protection Committee
Increased competition Tendering mechanisms More service-providers on market Emphasis on quantitative outputs
Low price prevails on quality
Transnational services Different national standards Unknown service providers
Clients need guarantees
Enlargement of EU Different approaches and levels Intensive exchange of best practice
Common reference framework for innovation & continuous improvement
Rationale for aEuropean
Quality Framework
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Sectoral stakeholder involvement
Multi-perspective approach
Cross-European bottom-up approach
Credibility
Principles and indicators
Flexibility: cross-national application
Continuous improvement
Systematic and coherent framework
Realistic
Feasible threshold
Transition period
Acceptable cost
Local implementation
Respect subsidiarity principle
Use of local language
Local auditors
Key assets of aEuropean
Quality Framework
Essentials of a European quality frameworkEssentials of a European quality framework
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Service providers Proof of quality of services Strengthen market position Benchmarking Continuous improvement
EQUASS: Benefits for all stakeholders EQUASS: Benefits for all stakeholders
Public Authorities Not re-invent the wheel Accountability for allocation of resources Conformity with European key documents Credibility and feasibility
Service users Guaranteed minimum quality Informed choice Tailor-made and personalised service Focus on results for service-user
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Jan SpoorenGeneral Secretary
E-mail: [email protected]
European Platform for Rehabilitation (EPR) www.epr.eu
Thank you for your attention!Thank you for your attention!
