EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
T artu Em aj õe Ko o l o n r i i gik o o l p im ed at e l e j a v a eg n äg e v at e le õp i l as t e le . T ar t u
Em aj õ e Ko o l is pak u t ak s e s o ts ia a ls e r eh a b il i ta ts io o n i t e en u s e i d pim e da te l e j a
v ae g nä g e va t el e l as t e l e j a t äis k as v a nu te l e n i ng t öö a l as e r e ha b i l it at s i oo n i t e en us e id
p im eda t el e j a v a eg n ä ge v a te l e tä is k as v an ut e le . As ut us e m is s i o o n ik s on p ak k uda
reh a b i li t ats i oo n it e en us te k au d u p ar im ai d võ i m alus i p im ed at e l e j a v ae g nä g e va t el e
l as t e le ja t ä is k as v an u te l e n en d e a ren g u t oe tam is ek s , ig ap ä e v ae l ug a
hak k am as aam is ek s j a ü h is k on na e l lu k aas a m is ek s ni n g nõ us ta d a n äg em is p u ud e g a
i nim es t e ga t ö öt a v ai d s pe ts ia l is te t e is t es E es ti r eh a bi l i ta ts io o n ias ut us t es .
2. Short information about the o rganisation in English (acti vities,
clients, etc.)
T artu Em aj õ e Sc h oo l is th e o n l y s pec i a l s t at e s c h oo l f or c hi l dr e n wi t h bl i n dn es s /
v is ua l im pa ir m en t ( BV I) . Ac c or d i n g t o t h e m is s io n , T art u Em aj õe Sc ho o l work s f or
th e im pr o vem en t of e duc a ti o na l op p ort u ni t i es of a l l v is ua l l y im pa ire d c h i l dre n in
Es t o n ia ; pr o v i des r e h ab i l it a ti o n s er v ic es f or c h i l dre n an d a d u l ts wit h BV I a n d
s up p orts th e ir inc l us i on wi t h in a ll as pec ts of s oc i e t y. T art u E m aj õe Sc h oo l is
of f ic i a l l y rec o gn i ze d a s a n ed uc at i on a nd r eh a b il i ta t io n i ns t it u ti o n s p ec ia l i zi n g i n
th e f i e ld of B VI. T he r eh a b il i ta t io n s er v ic es are pr o v id e d ac c or d i n g t o t h e Es t o ni a n
S oc i a l W elf ar e Ac t b y t h e s p ec i a l t eac h e rs of v is ua l l y im pa ir ed , ps yc h o lo g is t ,
ph ys i ot h er ap is t, s oc ia l wor k er , ac t i vi t y t h er a p is t an d s pe ec h - t h er a p is t . I n a d d it i on ,
c ou ns e ll i n g s es s i ons ar e a v ai l a bl e f or t h e pe o p le wi t h b l in d nes s an d l o w v is o n,
th e ir p are n ts , t eac h er s , ed uc at or s a n d ot h er s pec i a l is ts f rom a ll o v er Es to n i a .
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
Tartu Emajõe School - Estonian State School for Blind and Visuall y
Impaired Children
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4. Name of services / departments of the organi sation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certifi cate:
Rehabilitation department
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : Tart u Emajõe School – Estonian State School
for Blind and Visuall y Impaired Children
Web page: www.tek.tartu.ee
Address: Vabaduse pst 14, 51004 Tartu , Estonia
Director: Arvo Pattak
Contact person: Ragne Kuusk
Email: rehab@tek. tartu.ee
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EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 15.-16.02.2016
Tartu Emajõe Kool
Mariliis Männik-Sepp
© 2012 by European Quality for Social Services (EQUASS)
Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel
salvestada ilma EQUASS kirjaliku loata.
Asutuse külastuse ettevalmistamise küsimused
EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e
te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e :
Üldised teemad
1. Miks alustasite EQUASSi rakendamisega ja mida on kvaliteedi süsteemi
rakendamisega saavutatud?
2. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma
asutuses?
3. Kuidas o n kvaliteedisüsteemi rakendamine m õjutanud asutuse juhtimist ja
perso nalijuhtimist? Millised muutused on toimunud?
4. Kirjeldage oma asutuse põhiprotsesse: planeerimise protsessi, kestva
arengu protses si (PDCA tsükli) ja teenuste o s utamise protsessi rakendamist
oma asutuses.
5. Millised on asutuse huvigrupid?
6. Kellega ja millist koostööd teete ning millist lisaväärtust seeläbi olete
saavutanud?
7. Kuidas kaasate teenuse saajaid, personali ja muid huvigruppe teenuste
arendamisse?
8. Milliste ko gukonnpõhiste tegevustega olete seotud olnud ja kuidas
ühiskonnale lisaväärtust pakkunud?
9. Milliseid parendusprojekte/ innovatsiooniprojekte olete ellu viinud?
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1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused/ teemad:
Te en us e s a aj a d
Huv i gr up i d
P er s o n a l
Dir ek tor
Juht im in e
1. Missioon, visioon ja kvaliteedistandard
1.1. Millised on visioon, missioon ja väärtused ? Kus
need on dokumenteeritud ja kuidas nendest
töötajad teav itatakse?
1.2. Millised on kvaliteedi alased eesmärgid ? Kus
need on dokumenteeritud? x x
1.3. Millised on pikaajalised eesmärgid ? Kus need on
dokumenteeritud ja kuidas nendest töötajad
teavitatakse?
1.4. Kuidas o n tagatud järjepidev areng (PDCA tsükli
toimimine) ?
2. Kommuni katsi oon
2.1. Kuidas o n klientidel, nende pereko nnaliikmetel
ja teenuse saajate organisatsioonidel võimalus
anda tagasisidet teenuste ja programmide ko hta
(nii isikliku, kui kollektiivse kogemuse alusel)?
Kuidas huv igruppide (rahastajad, kliendid,
perso nal) tagasiside dokumenteeritakse?
2.2. Kuidas asutus informeerib pakutavatest x x x x
programmide ja teenustest kõiki huvigruppe? Sh
2.2.1. teenuste ja programmide arendamine
2.2.2. protsessid ja protseduurid
2.2.3. organisatsiooni tegevuse
2.2.4. eesolevad sündmused/ üritused
2.2.5. töötajate kaasamise ja arenguvõimalused
3. Aastaplaani koostami ne
3.1. Kirjeldage aastase planeerimise ja ülevaatamise/ x
hindamise protsessi (sh rakendam ne ja
ülevaatamine) ! Kus on see dokumenteeritud?
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3.2. Kas aastaplaan sisaldab endas:
3.2.1. SMART eesmärke?
3.2.2. vajalikke tegevusi?
3.2.3. Mõõdetavaid tulemusi?
3.2.4. tegevuse ülevaatamist eesmärkide
saavutamisel (sh hindamiseks ja
läbivaatuseks ette nähtud ajakavad ja
tegevused)?
4. Panus ühiskonda
4.1. Kuidas asutus rahuldab ühiskonna ootusi ja
vajadusi?
4.1.1. Kuidas küsitakse tagasisidet ühiskonna
erinevatelt huvigruppidelt?
4.1.2. Tooge näiteid tegevuste kohta , mis on
suunatud ühiskonna vajaduste x
rahuldamiseks?
4.2. Milliste tegevustega asutus näitab üles
sotsiaalset vastutust; millega panustab
ühiskonda?
4.2.1. Milliste ko gukonnapõ histe tegevustega
asutus tegeleb? Millised tegevused on
andnud lisaväärtust ühiskonnale?
P er so na l
1. Personali juhtimi ne
1.1 Kirjeldage personali värbamis - ja ametis
hoidmise korda ! Kus see on dokumenteeritud?
1.1.1 Kas see sisaldab kriteeriume personali
värbamiseks?
1.1.2 Kas see põhineb töötajate teadmistel,
oskustel ja kompetentsidel ?
1.2 Kirjeldage asutuse võrdsuse ja x x
diskrimineerimis e vastasuse põhimõtteid! Kus
need on dokumenteeritud?
1.3 Kuidas o n tagatud, et töö toimub õigusaktidega
kooskõlas?
1.3.1 Kuidas o n tagatud töö ks sobivad tingimused ?
Kuidas asutuses hinnatakse töötingimusi ?
1.3.2 Millised on töötajate tunnustamise
põhimõtted?
2. Personali kvalifikatsioon j a arendamine x x
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2.1 Kuidas toimub koolitus- ja arengukava
koostamine ja elluviim ine?
2.1.1 Kas plaan on dokumenteeritud ja seda
vaadatakse üle?
2.1.2 Kuidas toimub töötajate arenguvajaduse
väljaselgitamine?
2.1.3 Milliseid andmeid säilitatakse toimunud
koolituste kohta?
2.1.4 Kuidas asutus hindab koolituste efektiivsust ?
2.2 Kuidas o n määratletud ja kus on kirjeldatud
perso nali rollidele ja funktsioonidele vastavad
kompetentsusnõuded?
2.2.1 Kuidas neid hinnatakse?
2.2.2 Kuidas o n korraldatud otseselt teenust
osutava personali jälgimine ?
3. Personali kaasami ne
3.1 Millised on töötajate kaasamise põhimõtted
(asutuse tegevuste täiustamisse, teenuste
arendamisse ja personali arendamisse)?
3.1.1 Kus need põhimõtted on kirjeldatud?
x x
3.1.2 Kuidas dokumenteeritakse kaasamise läbi
saadud tagasiside?
3.2 Millised on perso nali rahulolu tagamise ja
motiveerimise põhimõtted ? Kas neid
mõõdetakse, dokumenteeritakse,
analüüsitakse?
Õ igu se d
1. Õigused j a kohustused
1.1 Kirjeldage teenuse saajate õiguseid ja kohustusi !
Kus need on dokumenteeritud?
1.2 Kas need on vastavuses rahvusvaheliste hartadega?
Millistega?
1.3 Kuidas teavitatakse personali klientide õigustest ja x x x
kohustustest?
1.4 Kuidas teavitatakse kliente nende õigustest ja
kohustustest?
2. Kirjeldage kaebustega tegelemise süsteemi ! Kuidas
saab kaebusi esitada ja nende lahendamise kohta
infot?
3. Enesemääramisõigus x x x
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3.1 Kuidas näidatakse üles poolehoidu teenuse saaja
enesemääratluse osas ?
3.1.1 Kuidas asutus hindab oma sellekohast tegevust?
4. Kuidas asutus toetab teenuse saajat eestkostja
(eestkõneleja) ja/või tugiisiku leidmisel?
4.1.1 Kuidas asutus hindab oma sellekohast tegevust?
E eti k a
1. Eetika eeskiri/ kord
1.1 Millised on asutuses kehtivad eetilised põhi mõtted,
väärtus hinnangud j a tegevused, millest lähtutakse
teenuse osutamisel? Kus need on dokumenteeritud?
Kuidas neist o n töötajaid teavitatud?
1.1.1 Kas eetika koodeks käsitleb teenuse saajate
väärikuse temaatikat, kaitseb neid lubamatu riski
eest ja edendab sotsiaalset õiglust ?
1.1.2 Milliseid tegevusi tehakse teenuse saaja
füüsilise, vaimse ja m ajandusliku ärakasutamise
ennetamiseks ?
1.2 Mida on asutuses tehtud töökeskkonna tur valisuse x x
kindlustamiseks ning teenuse saajatele turvalise
keskkonna ja füüsilise turvalisuse tagamiseks?
1.2.1 Milline on asutuse töötervishoiu ja turvalisuse
plaan? Kuidas on korraldatud riskianalüüs?
Milliseid tegevusi tehakse töötervishoiu ja
turvalisuse tagamiseks?
1.3 Kuidas o n tagatud andmete konfidentsiaalsus ?
1.3.1 Kus on andmekaitse protsess dokumenteeritud ja
kuidas toimub selle ülevaatamine?
1.3.2 Kuidas teenuse saajad oma andmetele ligi
pääsevad?
2. Rollid ja vastutus
2.1 Kuidas ja on määratletud teenuse juhtimise, disaini,
osutamise, toetamise ja hindamisega tegeleva x
x
perso nali rollid ja vastutused , volitused ning
omavahelised suhted ?
2.2 Kuidas neist rollidest teavitatakse?
Koo stöö -
suht ed 1. Partnerid teenus e osutamisel
1.1 Milliste organis atsioonidega teeb asutus ko ostööd?
x x
(sh sotsiaalpartnerid, rahastajad, teenuse saajate
organisatsioonid, teenuse saajad) Tooge näiteid
koostööst!
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1.2 Kuidas ja millist koostööd teeb asutus teenuste
arendamisel?
1.3 Kuidas selgitatakse välja väliste huvigruppide
vajadused?
1.4 Kuidas asutus hindab koostööst tulenevat
lisaväärtust ?
O s al em in e x x x
1. Teenuse s aaj ate kaasamine
1.1 Kuidas kaasatakse teenuse saajaid vajaduste
väljaselgitamisse, teenuse planeerimisse,
hindamisse ja arendamisse ? (nii asutuse tasandil
kui üksikisiku tasandil)
1.2 Kuidas koos kõlastatakse osalemine (protsessid,
meetmed) teenuse saajatega?
1.3 Kuidas toimub teenuse saajate osalemisega
seotud protsesside (tegevuse kirjelduste)
ülevaatamine ja hindamine (nii individuaalsel, kui
kollektiivs el tasandil)?
x x
2. Teenuse s aaj ate j õustamine
2.1 Milliseid võttei d/ meetodeid kasutatakse teenuse
saajate j õustamiseks ? Tooge näiteid, milliseid tulemusi
on saav utatud erinevate jõustamise meetodite läbi?
2.2 Tooge näiteid, mida on asutus teinud, et luua
jõustavat keskkonda ?
2.3 Milliseid koolitusi on töötajatele korraldatud, et
aidata kaasa teenuse saajate jõ ustamisele?
Is ik u - x x x x
ke s ks us 1. Kliendi vajaduste välj aselgitami ne
1.1 Kuidas teete kindlaks teenuse saajate praeg used ja
lähituleviku vajadused ?
1.2 Kuidas teete kindlaks huvigruppide (sh rahastajad,
sotsiaalpartnerid) vajadused?
1.3 Kas asute teenuse saajale, tema pereliikmetele ja
hooldajatele kõige sobivamas kohas ?
1.4 Kuidas teete kindlaks, et osutatud teenused
(tulemused) vastavad seatud eesmärkidele ja
teenuse saajate vajadustele ?
x
2. Individuaal ne planeer imine
2.1 Kuidas selgitatakse välja teenuse saajate
individuaalsed vaj adused ja ootused (sh teenuse
osutamise osas)?
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2.2 Kuidas individuaalsed vajadused
dokumenteeritakse ?
2.3 Kas tegevusplaan põhineb teenuse saaja
individuaalsetel vajadustel ja ootustel ?
2.4 Kas tegevusplaan hõlmab:
2.4.1 teenuse saaja oodatavat olukorda?
2.4.2 üldeesmäke?
2.4.3 kindlaid mõõdetavaid eesmärke?
2.4.4 kasutatavaid meetodeid i?
2.4.5 kaasatavat perso nali ja vastutusalasid?
Lai ah a ar d x x
el is us 1. Teenuse osutamise protsess
1.1 Kirjeldage teenuse osutamise protsessi. Kus on see
dokumenteeritud?
1.2 Kas see on kooskõlas asutuse v isiooni, miss io oni ja
kvaliteedipõhimõtetega?
1.3 Kas see on kooskõlas rahastajate märkustega?
1.4 Kuidas teenuse osutamise protsessi vaadatakse üle ?
1.5 Kas teenuse osutamise protsesse analüüsitakse
siseauditite käigus?
x x
2. Katkematu teenuse osutami ne
2.1 Kuidas o n tagatud teenuse osutamise järjepidevus
(sh katkematus, sujuv üleminek,
multidistsiplinaarne lähenemine, asutuste vahelin e
koostöö )?
2.2 Kuidas hinnatakse ja arvestatakse teenuse saajate
muutuvaid vajadusi ?
2.3 Kuidas reageeritakse takistustele teenuste
osutamisel / nendele juurepääsul?
2.4 Kuidas takistustest raporteeritakse ?
x x
3. Ter viklik lähenemi ne
3.1 Kuidas o n määratletud ja mõõdetakse teenuse
saajate elukvaliteeti ?
3.2 Kuidas raporteeritakse elukvaliteedi hindamise
tulemustest?
3.3 Millised on ja kus on dokumenteeritud töötajate
kompetentsid, oskused ja perso nali toetamise
meetodid teenuse saajate elukvaliteedi tõstmisega
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seoses?
T ulemu st e x x
le 1. Tulemuste mõõtmine
ori en te e rit 1.1 Kuidas mõõdetaks e asutuse tegevuseesmärkide
us
saavutamist ?
1.2 Kuidas dokumenteeritakse / raporteeritakse
asutuste tegevuste tulemustest?
1.3 Kas tulemusi auditeerib sõltumatu väline üksus?
1.4 Kuidas hinnatakse individuaalsete tegevusplaanide
täitmist / eesmärkide saavutamist (sh lisaväärtus)?
1.5 Kuidas hinnatakse kollektii vsel tasemel teenuste
tulemusi / eesmärkide täitmist (sh lisaväärtus)?
x
2. Tulemuste hi ndamine
2.1 Kuidas selgitatakse välja parim väärtus (seoses
teenuste osutamisega) teenuse rahastajatele ?
2.2 Kuidas hinnatakse teenuse lisaväärtust teenuse
saajate elukvaliteediga seoses?
2.3 Kuidas hinnatakse teenuse saajate rahulolu ?
2.4 Kuidas hinnatakse teiste huvigruppide rahulolu ?
x x x
3. Tulemuste raporteeri mine
3.1 Kuidas avaldataks e asutuse tegevusar uanded
huvigruppidele?
3.2 Kas aruanded on kättesaadavad ja lihtsasti
arusaadavad ning sisaldavad personaalseid
hinnanguid ja saavutusi ?
3.3 Kuidas jagatakse infot asutuse tegevuste ko hta
perso nalile, teenuse saajate le ja teistele välistele
huvigruppidele?
Pi dev x
ar en g 1. Kestva arengu ts ükkel
1.1 Kirjeldage kestva arengu protsessi ! Kus on see
dokumenteeritud?
1.2 Kas protsess on tsüklilise iseloomuga :
1.2.1 planeeritud tegevused saavutavad seatud
eesmärgi;
1.2.2 tegevused rakendatakse ellu;
1.2.3 tegevuste tulemusi hinnatakse;
1.2.4 parendustegevused rakendatakse ellu ( ja nende
tulemused dokumenteeritakse?
1.3 Milliseid indikaatoreid kasutatakse, et mõõta
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parendustegevuse tulemusi?
1.4 Tooge näiteid parendustegevustest , nende
eesmärkidest ja tulemustest!
x
2. Innovatsi oon
2.1 Tooge näiteid innovaatilistest töömeetoditest !
2.2 Kuidas dokumenteeritakse innovatsiooniprojektid ja
nende tulemused?
2. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. K v al i te e d ik äs ir a am at
2. A as t ap l a an
3. A as t aa r u a nn e
4. A lus d ok um end i d: t ö ök es k k onna oh ut us
5. A lus d ok um end i d: t a ga s is id e k üs i tl us l eh e d
6. A lus d ok um end i d: pr oj e k tid
7. A lus d ok um end i d: le p i n gu d S K A - g a
8. A lus d ok um end i d: k oo l i tus k a v a
9. A lus d ok um end i d: k oo l i tus e d
10 . A lus d ok um end i d: hi n n an g t ee n us e t u l em us l i k k us el e
11 . A lus d ok um end i d: ar e n gu v es tl us te k üs i t lus l e ht
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3. Personali, teenuse saajate ja tei ste oluliste huvi gruppide
intervjueerimine
EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e
k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) :
Juhtkond Kestvus
1. Dir ek tor 60 m in ut i t
Personal Kestvus
1. Re h ab i l it ats i o on i m ees k onn a a 3 0 m in ut i t
tö öt aj ad
Teenuse saajad Kestvus
1. T een us e s a aj a d 30 m in ut i t
Teised huvigrupid Kestvus
1. K oos tö ö p ar t ne r 30 m in ut i t
2. Ra h as t aj a 30 m in ut i t
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Asutuse külastuse ajakava
15 . 02 .2 0 16 P äev 1
Ae g T egev us
10 . 30- 1 0. 4 5 A v ak oos o lek
10 . 45- 1 2. 4 5 T öö dok um en t id e ga
12 . 45- 1 3. 4 5 Lõ u na p aus
13 . 45- 1 4. 4 5 T öö dok um en t id e ga
14 . 45- 1 5. 4 5 Int erv j uu pe r son al ig a
15 . 45- 1 6. 0 0 Mä r k m ete t eg em in e
16 . 00- 1 6. 3 0 Int erv j uu r ah as ta ja ga
16 . 30- 1 7. 0 0 Int erv j uu ko ost ööp a r tne ri ga
17 . 00- 1 8. 3 0 T öö dok um en t id e ga
16 . 02 .2 0 16 P äev 2
Ae g T egev us
8. 0 0- 1 0. 0 0 T öö dok um en t id e ga
10 . 00- 1 0. 3 0 Int erv j uu t e enu s e s a aj at eg a ( es ind a jat eg a )
10 . 30- 1 0. 4 5 Mä r k m ete t eg em in e
10 . 45- 1 1. 4 5 Int erv j uu di r ekt or ig a
11 . 45- 1 2. 4 5 Lõ u na p aus
12 . 45- 1 4. 3 0 T öö dok um en t id e ga
14 . 30- 1 5. 0 0 Lõ p uk oos o lek
Version 1.0
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 2. märts 2016. a. 12:44
Adressaat: 'Guus van Beek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: Tartu Emajõe Kool audit report
Manused: Additional Information Form.doc; Asutuse_kylastuse_vorm_Tartu_Emajoe_Kool.docx;
EQ_Audit Report_Tartu_Emajõe_Kool.doc; EQUASS Assurance taotlusvorm_TEK.xlsx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Tartu Emajõe kool EE2016-003.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika
1
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 15.-16.02.2016
Tartu Emajõe Kool (Estonian State School for Blind
and Visually Impaired Children)
Auditor: Mariliis Männik-Sepp
© 2012 by European Quality for Social Services (EQUASS)
All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical,
photocopying and recording or otherwise without the prior written permission of the EQUASS.
1. Information of the social service provider
Name of the social Tartu Emajõe Kool, Estonian State School f or
service provider Blind and Visually Impaired Children
(hereinafter TEK)
Address: Vabaduse pst 14, Tartu 51004
Post box: N/A
Person responsible Ar vo Pattak , headmaster
(CEO):
Contact person: Ragne Kuusk , head of rehabilitation unit
Phone: (+372) 740 5338
Fax: (+372) 7 422 298
E-mail:
[email protected]
Web site: http://www.tek.tartu.ee/
Name of Auditor: Mar iliis Männ ik-Sepp
Dates of audit: 15.-16.02. 2016
Clients: Number of person served: 38
Staff: Number of staff : 10
Services: Rehabilitation ser vice
2
2. Audit program
15.02.2016 Day 1
Time Acti vit y
10.30-10.45 Opening meeting , documentation review
10.45-12.45 Documentation review
12.45-13.45 Lunch break
13.45-14.45 Documentation review
14.45-15.45 Interview with staff : Ragne Kuusk (head of
rehabilitat ion unit), Monica Lõvi (social pedagogue),
Anne Kõiv (special educat ion teacher
15.45-16.00 Up-dat ing f iles
16.00-16.30 Interview with f inancing body – Janeli Sinisalu (Social
Insurance Board)
16.30-17.00 Interview with cooperation partners: Annely Timpmann
(member of the board of the South -Estonian
Associat ion of the Blind); Kr isto Ringas (Estonian
Blind Sports Association)
17.00-18.30 Documentation review, up -dat ing f iles
16.02.2016 Day 2
Time Acti vit y
8.00-10.00 Documentation review, up -dat ing f iles
10.00-10.30 Interview with persons ser ved by the rehabilitation
unit: Piret Everest ( mother of a chil d); Eva Kir illova
(adult person ser ved); Anne Pirn (mother of a child)
10.30-10.45 Up-dat ing f iles
10.45-11.45 Interview with the headmaster Ar vo Pattak
12.30-12.45 Documentation review, up -dat ing f iles
11.45-12.45 Lunch break
12.45-14.30 Documentation review, up-dat ing f iles
14.30-15.00 Closing meeting
3
3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on servi ce provision.
Remark from the auditor: The ser vices of the so cial ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The mission, vision and values of
TEK are docum ented in the
organizat ion’s quality manual and on
its website http://tek.tartu.ee/ .
The employees of TEK demonstrated
through inter views that they are
aware of the organizat ion’s mission,
vision and core values and they
implement the vision and m ission
values on ser vice pr ovision.
Employees were i nvolved in the
development and concept ualization
of the mission, vision and values .
2. The social servi ce provider defines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to continuous improvement.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The qualit y standard and
commitment to continuous
improvement of TEK is documented
in the organizat ion’s qualit y manual.
The organizat ion sees EQ UASS as
an important tool helping in the
qualit y assur ance process. It also
4
stresses the importance of the
qualit y and development of its
ser vices, involvem ent of
stakeholders and cooperat ion wit h
partners, constant training of
employees, good work environment
and eff ective use of resources.
The long -term goals of TEK are
descr ibed in the organizat ion’s
development plan.
It appeared f rom the inter views that
the staff of TEK is knowledgeabl e of
the qualit y standar d and long term
goals of the organization.
Also, the staff seemed to be devoted
to deliver qualit y services and
pursue f or continuous improvement .
3. Persons served, famil y members and servi ce user organisations are
able to give feedback on their individual and collecti ve experience of
programmes and services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developm ents
TEK has developed ways to ask and It would be advisable to make sure
receive f eedback f rom person s that the f eedback from stakeholder s
ser ved, their representatives, staff is always documented in a proper
and stakeholders. way (summar y/analysis) so that this
inf ormation could be used f or
F.e questionnaires are used to improving the activit ies of the
achieve this. Also roundtables and organizat ion and its ser vices and f or
meetings have pr oved to be a making decisions on management
valuable way to gain f eedback. level.
Results of important meetings and Soovitatav on kindlustada, et
5
gatherings are recorded in written huvigruppidelt saadud tagasiside on
minutes of the meetings . alat i korrektselt dokumenteerit ud
(kokkuvõte/analüüs) , et saadud
inf ormatsioon i saaks kasutada
asutuse t egevuse ja teenust e
täiustam iseks ning juhtimisotsust e
tegemiseks.
4. The social service provider i nforms all stakeholders about the
offered programmes and services avai lable.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK inf orms its stakeholders about
the services provided using a variet y
of methods and approaches. This is
done t hrough impor tant cooperation
partners, issuing br ochures, through
the homepage of TEK etc.
The home page may be read by the
blind and visually impaired using
special Jaws screen reader program.
The opportunit ies f or involvement
are described in the qualit y manual
of the organizat ion.
As the number of staff is quite small,
a lot of communication is inf ormal
and oral. Important messages are
sent in a written f orm.
All em ployees have a chance to be
involved in the act ivities concerning
the development of ser vices and the
organizat ion as a whole.
6
5. The social service provider management establishes and
documents an annual planning and review process.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and review The annual planning process exists
process is integrated into the and is implemented, but a possibilit y
management process of the f or development would be descr ibing
organizat ion. the annual planning and revie w
process in a mor e detailed manner t o
The process is described in the depict all the inf ormation that is
qualit y manual. The process is taken into account in the planning
reviewed annually. process and all the r elated steps and
personnel involved.
There are annual action plans and
twice a year report ing takes place Aastase planeer imise p rotsess on
concerning the implementation of the kirjeldatud ning seda rakendatakse,
plans. kuid arenguvõimaluseks on aastase
planeer imise ja ülevaatuse protsessi
kirjeldamine detailsemal moel, nii et
see sisaldaks kogu plan eer imisel
arvesse võetavat inf or matsiooni ning
kõiki planeerim isega seotud etappe
ja seotud personali.
6. The plan includes:
annual outcomes / targets
the acti vities to be undertaken in achieving the annual targets
monitoring of the performance of the organisation in meeting its
annual targets
time-scales and procedures for revi ew and revi sion.
Remark from the auditor: The ser vices of the social ser vice pr ovid ers meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
7
The annual planning process of TEK The criterion is f ulfilled, but as an
has a cyclic character. The annual improvement f or f uture it would be
work plan includes objectives, key advisable to review the perf ormance
activities, results and targets. indicators and target values and
establish ones that work best f or the
The annual plan is approved by the organizat ion and enable to better
headmast er. measure the f ulf illment of goals.
Also, the wording of goals could be
improved.
Kriteer ium on täidet ud, kuid tuleviku
mõttes on soovitatav üle vaadata
tulemusmõõdikud ja nende
saavutustasemed ning kehtestada
sellised, mis asut use jaoks häst i
toimivad ning võimaldavad parem ini
mõõta eesmärkide saavutamist.
Samuti oleks soovitatav kohendada
eesmärkide sõnastamist.
7. The social servi ce provider demonstrates organisation’s success
in satisf ying the needs and expectations of the societ y.
Remark from the audito r: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Feedback f rom diff erent stakeholders
is collected and used to improve
ser vices.
Var ious projects and activit ies are
organized with cooperation partners ,
which also ser ve the needs and
expectat ions of society.
The employees participate in
workgroups dealing with the topics
related to r aising the qualit y of lif e of
blind and visually impair ed people
8
(deve loping policies at state level).
They are involved in instructing
researches as a result of which the
exist ing work methodologies are
amended.
Last year TEK par ticipated in the
planning of the construction of the
Tartu Eastern Roundabout and also
in the adaption of the crossroads to
meet the needs of blind and visuall y
impair ed.
8. The social service provider demonstrates organisati on’s social
responsibilit y t hrough acti vities contri buting to the societ y.
Remark from the auditor: The ser vices of the soc ial ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK has demonstrated social
responsibilit y through diff erent
activities contr ibut ing to the societ y.
It has an active role in r aising the
awareness of societ y about the
existence and ser vices related to
blind and visually impaired people .
TEK organizes all kinds of events
(f.e Valge Kepi päev) and is t he
training base f or students .
The personnel of TEK instruct
students in writ i ng their master
thesis. They also actively participate
in discussions related to topics
concerning blind and visuall y
impair ed people and f ulf illing their
9
needs and expectat ions (state level
social- polit ical discussions).
9. The social servi ce provider has a staff recruitment and retention
policy that promot es the selection of qualified personnel based on
required know ledge, skills and compet ences.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS A ssurance certif ication program
Strengths Improvem ent & developments
Staff policy (including recruitment
and select ion pr ocedures) is part of
the qualit y manual.
The qualit y manual includes the
descr iption of required knowledge,
skills and competences f or all
employees. Also the rights and
duties and the roles and dut ies of
employees ar e descr ibed there.
It appeared f rom the inter views wit h
the personnel that they all are aware
of their roles, rights and dut ies.
It also came out that the employees
are motivated, like t heir jobs and are
devoted to deliver ing high qualit y
ser vice.
10. The social service provider operates in compli ance w ith
mandator y national legislation, providing appropriate w orking
conditions, adequate and agreed staff level and staff ratio, and
appropriate rew arding for staff and vol unteers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
10
Strengths Improvem ent & developments
The documentat ion of TEK meets
legal r equirements and is reviewed
to do this.
The staff level depends on the
annual staff requirement analysis
and the analysis of the structure of
the organization. Also regulator y
requirements are taken int o account.
Staff level is kept at optimum and
this is reviewed also regularly.
The working condit ions are evaluated
(risk assessments are carried out)
and necessar y amendments are
made. Also external bodies audit and
control the work environment.
The principles f or showing
recognit ion to employees are
descr ibed in the qualit y manual .
Joint events are organized to
employees. Thank You notes and
gifts are presented in case of
excellent perf ormance.
11. The social service provider trains all staff based on a plan for
leaning and developme nt and evaluates the effecti veness of the
training.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The principles f or training employees It would be advisable to gather
are set in the qualit y manual. Annual inf ormation also on individual level –
training plans are drawn up and who has participated in what
11
updated dur ing the year. trainings.
Annual training plans are drawn up Soovitatav on koguda inf ormatsiooni
based on the needs of the ka töötajate lõikes – kes on millistel
employees and expectations of TEK. koolitustel osalenud.
The necessit y f or trainings is
evaluated during staff perf ormance
inter views.
Feedback on trainings is collect ed .
Training materials are gathered and
shared among employees. The
eff ectiveness of the trainings is
evaluated by employees.
12. The social servi ce provi der applies requirements for competence
in the identified roles and functions of staff and evaluates them on
annual basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The competence r equirements f or Besides perf ormance reviews and
employees ar e descr ibed in the review of databases it would be
qualit y manual and are reviewed advisable t o devel op other methods
annually. to per iodically monitor t he
perf ormance (delivery of service) of
It was ver if ied by the inter views and staff .
related documentation t hat
perf ormance reviews of staff are Lisaks arenguvestlust ele ja
carried out. andmest ike täitmise ülevaatusele on
soovitatav välja töötada ka muud
viisid töötajate tegevuste (teenuse
osutamise) perioodiliseks
jälgimis eks.
13. The social servi ce provi der recognizes the staff as a resource for
feedback on organizational perf ormance, service development and
staff development
12
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of th e EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The involvement of staff in the
planning and evaluation of services
is descr ibed in the qualit y manual.
As the number of staff is small,
ever ybody has a chance to be
involved. TEK recognizes staff as a
usef ul tool f or gaining inf ormation. It
has regular staff meeting s.
Minutes of meetings are prepared
and are available f or all staff .
During annual planning meetings and
annual plan review meetings staff
gives f eedback on orga nizat ional
perf ormance, ser vice development
and staff development .
14. The social service provi der has mechanisms in place to enhance
satisfaction and motivation of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Staff perf ormance evaluat ions and
staff questionnair es and are used to
gain f eedback on satisf action and
motivat ion.
Mechanisms to provide satisf action
and mot i vat ion ar e descr ibed in the
qualit y manual.
13
Staff values highly joint events and
trainings provided, which came out
f rom the inter views.
15. The social servi ce provi der assures the rights of persons served
outlined in a Chart er of Rights w hich is based on the EU Charter of
Fundamental Rights , the European Convention for the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other int ernati onal human ri ghts conventions, especiall y those
elaborat ed under the United Nations.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK has developed the rights and
duties of persons ser ved, which
conf orm to int ernational human
rights convent ions. They ar e
introduced to persons ser ved by
staff .
The rights and duties of persons
ser ved are made available f or
publicit y on the web page of TEK.
The staff and clients’ representat ives
demonstrated their knowledge of th e
rights and duties through the
inter views.
16. The soci al service provider informs the person served about
his/her rights and duties especiall y to equal treatment on grounds of
age, disabilit y, gender, race, religion or belief and sexual orientation
before recei ving the services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
14
Strengths Improvem ent & developments
TEK has developed the rights and
duties of person s served, which ar e
introduced to t he persons ser ved b y
staff in a way that is suitable f or the
client.
The staff and clients’ representat ives
demonstrated their knowledge of the
rights and duties through the
inter views.
17. The social service provider has accessibl e complai nt
management s ystem w hich registers feedback on performance from
persons served, purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Ass urance certif ication program
Strengths Improvem ent & developments
The principles f or handling
complaints are described in t he
qualit y manual.
Complaints and pr oposals may be
conveniently sent through the
homepage. Also complaints and
proposals f or warde d in telephone
conversations, e -mails and mail are
dealt with.
If was verif ied during the inte rviews
that the persons served and other
relevant stakeholder s were awar e of
the ways of making proposals and
complaining.
15
18. The social service provider respe cts the fundamental right to
self-determination of the person served. They freel y det ermine their
political status and freel y pursue their economic, soci al and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders mee t
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK values the persons’ ser ved right The criterion is f ulf illed, but in orde r
to self -determinat ion , which comes to guarantee the annual evaluat ion
out f rom the qualit y manual of the how the social service provider
organizat ion. respects the f undamental right to
self -determination of the person
TEK processes and procedure have ser ved, it would be advisable to add
been prepared, taking into account this act ivit y in the qualit y manual.
the persons’ ser ved right to self -
determination. Kriteer ium on täidet ud, kuid
tagamaks iga-aastane
It became evident through the enesemääratlusest lugupidamise
inter views that the staff was aware of alane hindam istegevus, on
this issue and the persons ser ved soovitatav see tegevus lisada
were handled wit h respect. kvaliteedi käsiraamatusse.
19. The social service provi der facilitates the person served in
choosing and having access to advocates and/or supporting
persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The criterion is f ulf illed, but in order
The need f or an advocates and/or to guarantee the annual evaluation in
support ing persons is discussed with f acilitat ing f indin g advocates/
the persons ser ve d, if there seems to support ing persons , it would be
be a necessit y f or that. advisable to add this activit y in the
qualit y manual.
The criterion was verif ied f ulf illed by
16
the evidence f ound in client work Kriteer ium on täidet ud, kuid
documentat ion and interviews. tagamaks iga-aastane eestkostja/
tugiisiku leidmise alane
hindamistegevus, on soovitatav see
tegevus lisada kvaliteedi
käsiraamatusse.
20. The social service provi der defines and documents its policy on
ethics that respects and assures the dignit y of the persons served,
protects them from undue risk and promotes soci al justice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The code of ethics of TEK has been
developed and is part of the qualit y
manual. It is also available on the
home page of the organi zat ion.
Members of staff showed awareness
about the related ethic pr inciples.
The policy respects and assures the
dignit y of the persons ser ved,
protects them f rom undue r isk and
promotes social justice.
21. The social service provider operat es mechanis ms w hich prevent
the physi cal, mental and financial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Work processes of TEK are It would be advisable t o make an
descr ibed in the light of the analysis of the possible threats and
principles of ethical treatment of the measures and mechanisms,
customers and preventing any f orm which prevent the physical, mental
17
of physical, mental and f inancial and f inancial abuse of persons
abuse of persons ser ved. ser ved and use this inf ormation t o
improve the existing work processes.
They are assessed f rom time to time.
Oleks soovitatav koostada analüüs,
mis sisaldab võimalikke ohte ,
meetmed ja mehhanisme teenuse
saajate f üüsilise, vaimse ja
f inantsilise ärakasutamise
ennetamiseks ning kasutada seda
inf ormatsiooni asutuse protseduur ide
täiustam iseks.
22. The social servi ce provi der provides services in a safe system of
w orking w ithi n a safe environment to ensure the physical securit y of
persons served, their families and caretakers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK provides ser vices in a saf e
system of working within a saf e
environment.
Risk assessments of the work place
have been conduct ed and related
action plans created.
The physical securit y of persons
ser ved and caretakers has been
ensured through these activit ies.
23. The social service provider defines, documents, monitors and
evaluat es a set of principles, values and procedures that govern
behavi our in servi ce deli ver y containing aspects of confidentialit y,
accuracy, pri vacy and integrit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
18
Strengths Improvem ent & developments
The principles, values and
procedures in ser vice deliver y are
descr ibed in the qualit y policy and
code of ethics.
The aspects of respecting
conf ident ialit y, accur acy, privacy and
integrit y are seen as important
values in the service deliver y
processes.
It was demonstrated through the
inter views of staff that they ar e
aware of the et hical principles
related to their work.
24. The social service provider defines, documents, monitors and
evaluat es procedures for assuring confidentialit y of data regardi ng
the persons served and the service provided to them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
There principles f or processing
delicate personal data are addressed
in the qualit y manual.
Inf ormation about clients’ data is
conf ident ial and accessible only t o
author ized persons.
The principles are over viewed
annually with the staff and persons
ser ved.
19
25. The social service provider defines the roles and
responsibilities, authorities and th e interrelation of all personnel
w ho manage, desi gn, deli ver, support and evaluate the service
provision to person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication prog ram
Strengths Improvem ent & developments
The necessar y roles and
responsibilities of the personnel who
manage, design, deliver, support and
evaluate the ser vice provision to
person ser ved are descr ibed in the
qualit y manual of the organizat ion.
This inf ormation is also presented on
the home page of TEK.
26. The social service provi der w orks in partnership w ith other
organisations in the provision of servi ce s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK does a lot of cooper ation wit h
its var ious partners, as it sees great
synergy and value in partnerships.
F.e TEK does tight cooper ation wit h
its clients and their clos e ones,
organizat ions of blind and visually
impair ed (Lõuna - Eesti Pimedate
Ühing, Eesti Pimedate Liit, Eest i
Pimedate Spordiliit), Social
Insurance Board, local governments,
Estonian Unemployment Insurance
20
Fund, Tartu University Hospital etc.
W ith cooperation partners var ious
projects and activities are organized,
which also ser ve the needs and
expectat ions of society. TEK ser ves
as the training base f or students.
TEK discusses and evaluates the
cooper ation relat ed to the services
delivered with its contract partners.
27. The social service provider w orks in partnership w ith persons
served, purchasers and other stakeholders in the development of
services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The persons ser ved, purchasers and
other stakeholders are involved in
the development of ser vices of TEK
through meeting s and sur veys.
TEK values highly the inf ormation
and f eedback gained f rom its
stakeholders and uses it in all
possible ways in ser vice
development.
Good examples are coming f rom the
cooper ation with the organizations of
blind and visually i mpaired (Lõuna -
Eesti Pimedate Ühing, Eest i
Pimedate Liit, Eesti Pi medate
Spordiliit).
21
28. The social service provi der includes persons served as acti ve
partici pants in planning and have set up appraisal made up of on-
going of an on -going structured dial ogue process in the
management of the service, incl uding t he definition of the needs, the
definition of the services, as w ell as of the evaluation of qualit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The service provision is client
centered, taking into account the
special needs and expectat ions of
ever y individual person ser ved.
Children and their parents or adults
are in volved in every st ep of their
ser vice deliver y pr ocess including
ser vice planning, deliver y and
appraisal proce ss.
The criterion was ver if ied sat isf ied
through exploring client work
documentat ion and through
inter views with staff and clients.
29. The social service provi der institutes an annual evaluation of
partici pation of persons served bot h on indi vidual and/or group
basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The measures, activities and polic y
f or client participat ion ar e agreed
with the persons served or
representat ives of persons ser ved.
22
Persons ser ved or their
representat ives provide a
comprehensive assessme nt of
ser vice qualit y at the end of the
ser vice and give f eedback through
questionnaires.
All clients or their advocates have a
chance to give f eedback about the
organizat ion and t he developm ent of
ser vices and to make suggestions.
Related principles are described in
the qualit y manual of TEK and are
reviewed annually.
30. The social service provi der operates specific instruments f or
users to improve their personal empow er ment and personal situation
and that of their communit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an int egral part of service deliver y.
Together with partners trainings a nd
social events are or ganized to blind
and visually impaired people to
widen their social net work and to
empower them.
TEK pays great attention to the
customer's empowerment , raising
motivat ion and awar eness of various
leisure opportunit ies.
F.e in cooper ation with the Estonian
Blind Sports Association TEK f inds
ways to engage people wit h visual
23
impairment in social lif e through
organized sports act ivities.
Many other examples of empower ing
activities were evidenced in ser vices’
deliver y processes and also cam e
out f rom the interviews with staff and
persons ser ved.
31. The social service provi der operates specific mechanisms for
establishing an empow ering environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK advises clients on the
adaptat ion of the environment and
helps to f ind t he most appropriate
techniques and tools.
Even after the terminat ion of the
ser vice TEK encour ages customers
to obtain inf ormation or to contact
them in case of problems.
The goal is to achieve greater
individual independence, satisf action
with their qualit y of lif e and greater
involvement in communit y.
The employees ar e trained about
empowerment and the subject is
discussed dur ing organizat ion’s
meetings.
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the location w hich is most convenient for
the person served, famil y and care takers
24
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK has an over view of the needs of
the persons served (queues,
meetings with cooper ation partners ).
The locat ion of TEK is pleasant and
well accessible in Tartu both by car
and also by public transportation.
Directions how to reach TEK are
presented on its hom e page.
The rooms and f acilit ies have been
adapted to meet the needs of the
blind and visually impaired.
All the ser vices are deliver ed at the
same complex, which is ver y
convenient f or the persons ser ved .
In case of reasonable need, the
ser vice is deliver ed at the home of
the person ser ved.
33. The social service provider offers programmes consistent w ith
the identified needs of its customers and objecti ves for the
programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK does cooper ation with the
f unding bod y (Social Insurance
Board) and has ascertained the
needs and expectat ions of them.
25
The needs of other stakeholder s
have also been discussed dur ing
meetings and during dail y
cooper ation (though e-mails,
telephone) .
The success and results of the
exist ing ser vices have been
determined.
TEK evaluates the eff ectiveness of
the services based on the
achievement of the perf ormance
indicators in the individual plans,
customer f eedback and based on the
ser vice provider ’s assessment.
To assess the over all eff iciency of
the ser vices TEK carr ies out
customers’ sur veys and other
stakeholders’ sur veys .
34. The social service provi der operates indi vidual processes that
are dri ven by the needs of the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
In the service planning and deliver y
TEK uses customer -centered
approa ch – the needs and
expectat ions of cust omers are taken
into account .
TEK values the contribut ion of
customers into the ser vice
development. They carry out regular
sur veys of the target group to assess
26
their needs.
Ser vices off ered to clients ar e
discusse d with t he persons ser ved,
and they are based on individual
action plans / rehabilitat ion plan s.
This was ver if ied by examples of
client documentation seen during the
site visit.
The process itself is described in the
organizat ion’s qualit y manual.
35. The social service provider documents the planni ng of services
based on the ident ification of indi vi dual needs and expectations of
persons served in an Indi vidual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iteri on of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The clients’ individual needs and
expectat ions are wr itten down in the
individual plan s.
The individual plans contain the
desired situat ion of the person
ser ved and are agreed by t he clients
/ representatives.
This was ver if ied by examples of
client documentation seen during the
site visit.
36. The social service provider identif ies, documents, and maintains
the key servi ce deli very processes to the persons served i n line w ith
its vision, mission statement and quali t y policy.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
27
Strengths Improvem ent & developments
The service deli ver y processes are
descr ibed in the qualit y policy. The
rehabilitat ion ser vice process
descr iption is also available on the
home page of TEK.
The key ser vice deliver y pr ocesses
are in line with TEK’s vision, mission
and qualit y pr inciples.
All processes ar e regularly reviewed.
37. The social service provi der review s this delivery process and
maintains control over the deli very of t he servi ce.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK reviews the ser vice deliver y It would be advisable to lay down the
process es. Perf ormance reports are principles f or carrying out internal
composed. audits in the qualit y manual.
The processes t hemselves are Soovitatav on kirjeldada siseauditit e
reviewed per iodically. läbiviimise süsteem kv aliteedi
käsiraamatus.
The processes and the deliver y of
ser vices are subject to analysis.
Until now EQUASS test audits have
covered the main procedures of the
organizat ion.
38. The social service provider ensures that the person served can
access a continuum of servi ces that span from earl y int ervention to
support and respond to changing requi rements over time.
28
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK ensures that the person s ser ved
can access a cont inuum of services
as the needs of persons ser ved ar e
evaluated and descr ibed in individual
plans. Necessar y ser vices are
provided that are laid down in the
individual plans .
TEK guarantees the availabilit y of
ser vices (smooth and cont inuous
provision of the service), ensuring a
suff icient number of specialists in
the organization.
In providing the ser vice, TEK f ollows
a holistic approach, off ering ser vices
ranging f rom early inter vention to
support ing and evaluations.
TEK supports their customers in
making the necessary changes to
improve their qualit y of lif e.
The continuation of service deliver y
is monitored and evaluated regular ly.
39. The social service provi der develops a seamless continuum of
services and reduces barriers in a multi -disciplinary or multi -agenc y
setting.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
29
If barriers exist, they are discussed
in meetings and reported as
necessar y.
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, where evidence was
f ound about multidisciplinar y
approach.
40. The social service provi der operates servi ces from a holistic
approach based on the needs and expectations of the person served
w ith the aim of im proving the qualit y of life for the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK uses client -centered holistic
approach, which is aimed to improve
client ’s qualit y of lif e.
The qualit y of lif e init iat ive’s
eff ectiveness is measured and
reported in individual plans . Physical
wellbeing, economic wellbeing and
social activit y are assessed.
F.e dur ing Sof ie p roject an
empowerment related questionnair e
was developed f or adults, which is
used now.
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, where evidence was
f ound about measur ing the qualit y of
lif e.
30
41. The social se rvice provider identif ies the needed competences,
skills and support for staff to enhance the qualit y of life for person
served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif icatio n program
Strengths Improvem ent & developments
The necessar y competences and
skills are descr ibed in the qualit y
manual of TEK.
The competences and skills are
evaluated annually during
employees’ perf ormance reviews.
Trainings are provided to employee s,
which was evidenced by training
plans of TEK and came out from
inter views.
42. The social service provider identifies its business results and
provides formal periodic and independent revi ew and procedures t o
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Expect ed results are described in The var ious quality cr iteria and
annual plans, which are reviewed perf ormance indicat ors are described
twice a year. in the qualit y manual (structure,
process, perf ormance criter ia). It
Targeted results are measured and would be advisable to present them
reported in annual reports, which ar e in a more detailed way and f ind a
disclosed on the web page of TEK. way to make them more measurable
so that the expe cted results can
External reviews ar e conducted by
more concretely be measured.
the Social I nsurance Board . The
31
latest (2014) did not f ind any major Kvaliteedi käsiraamatus on esitatud
violat ions or deviations f rom erinevad k valit eedikriteeriumid ja
regulations and rules . tulemusindikaator id (struktuuri -,
protsessi- ja tulemuskriteerium id).
Soovitatav on esitada nendega
seotud inf ormatsioon deta ilsemalt
ning leida viis muutmaks need
mõõdetavamaks, nii et oodatavaid
tulemusi oleks millegi konkreetsema
vastu võimalik mõõta.
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on individual
and collecti ve basi s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK gathers and documents
inf ormation regarding results of
providing ser vices (both on
individual and collective basis).
This inf ormation is available in
individual reports and a summar y is
disclosed also in the annual report of
TEK.
44. The social service provider evaluates its business results in order
to determine best value for purchasers and funders ( ‘best value’ can
also be expressed in relation to the increased qualit y of life offered to
the person bei ng served).
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
32
TEK evaluat es the r esults and added
value of its work during meetings.
Plans and expect ed results are
depicted in t he annual plan.
Achieved results and outcome of
perf ormance in described in the
annual reports.
The changes in the qualit y of lif e of
persons ser ved are descr ibed in the
evaluat ion section of the individual
plans.
45. The social service provider evaluates the indi vidual and
collecti ve satisfact ion of per sons served and other stakeholders by
internal and/or external evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK organizes reg ular sur veys to It would be advisable t o review the
receive f eedback f rom the persons questionnaires used to gain more
ser ved / representatives . valuable f eedback.
Most valuable f eedback is gained Soovitatav on üle vaadata
f rom cooperation partners, with küsimustike sõnast us, et saada
whom TEK works together on daily väärtuslikumat tagasisidet.
basis.
Also the satisf action of other
stakeholders is evaluated by u sing
diff erent means like meetings and
questionnaires etc.
The interviews with stakeholders
proved that the satisf action level
with the ser vices and with the work
that the organizat ion does and with
33
the results it achieves is high.
46. The social service provider provides accessible and easil y
understandable records on outcome, includ ing personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The records on outcome are
communicat ed to stakeholders, staff
and persons ser ved.
The content and f ormat of deliver y
depends on the target group.
Related inf ormation is also available
on the home page of TEK.
There is inf ormation available in the
reports about personal percept ion s
and achie vements.
47. The soci al service provider acti vel y disseminates organization
performance among its staff, service users and external
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS As surance certif ication program
Strengths Improvem ent & developments
TEK reports its perf ormance to It would be advisable to update the
f unding bodies, staff and ser vice inf ormation of the home page
users using diff erent methods. regarding the various media releases
concerning TEK.
The content and f ormat depends on
the target group. Kodulehel oleks soovitatav uuendada
loetelu erinevat est me edia-
Related inf ormation is also availabl e
34
on the home page of TEK. kajastustest, mis käsitlevad TEKi.
48. The so cial service provider has a standard procedure for
continuous improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The PDCA cycle is used and It would be advisable to describe the
descr ibed in the qualit y manual of PDCA cycle in more detail in the
TEK. qualit y manual, linking it to concret e
activities.
All the process and activit ies are
reviewed regular ly. At least t wice a Oleks soovitatav kirjeldada kvaliteedi
year TEK assess es its planned tsüklit täpsemalt kvalit eedi
activities on schedule d meetings, käsiraamatus, seostades see
analyzing their eff iciency and konkreetsemate tegevustega.
eff ectiveness and makes necessar y
changes.
The results and perf ormance of TEK
is measured and described in related
reports.
Qualit y improv ement projects are
document ed.
49. The social service provi der identifies performance i ndicators for
measuring the results of the improvement actions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK work s together with the visuall y
impair ed people’s rehabilitation
organizat ions and institutions both in
Estonia and abroad, to develop and
35
implement the best practices and
innovat ive ways of working to meet
the needs of its customers.
TEK is taking steps to become a
competence center in its f ield of
activit y.
All improvement programs are
document ed, include goals and
respect ive perf ormance indicators.
F.e lately work ing and acting abilit y
assessment methodolog y was
developed in cooperation in f rames
of HMN project.
This was verif ied th rough inspecting
f ew examples during site visit.
50. The servi ce provider introduces and manages innovative w ays of
w orking that have been identified based on the needs of
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr ovide rs meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
TEK f inds ways of being innovat ive,
taking into account the needs and
expectat ions of stakeholders.
TEK participates in diff erent projects
both in local and int ernational level.
F.e TEK has been act ive in
introducing innovative and
entertaining apps and technolog y f or
the blind and visually impaired (“Be
my eyes” etc).
36
Also, f .e the Museum of Agriculture
was adapted to the needs of blind
and visual ly impaired wit h the help of
TEK.
All related inf ormation was verif ied
to be docum ented.
37
4. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or
additional development for the period of two year s:
Short descript ion of the actions
(including SMART objectives)
1. criterion 3 Make sure that the f eedback from stakeholders is always
document ed in a proper way (summar y/analysis) so that this
inf ormation could be used f or improving the activit ies of the
organizat ion and its ser vices and f or making decisions on
management level.
Dokumenteer ida huvigruppidelt saadud tagasiside alati
korrektselt (kokkuvõte/analüüs), et saadud inf ormatsiooni
saaks kasutada asutuse tegevuse ja t eenust e täiustamiseks
ning juhtim isotsuste tegemiseks.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
2. criterion 5 Descr ibe the annual planning and review process in a more
detailed manner to depict all the inf ormation that is taken into
account in the planning process and all the related steps and
personnel involved.
Kirjeldada aastase planeerim ise ja ülevaatuse protsessi
detailsemal moel, nii et see sisaldaks kogu planeer imisel
arvesse võetavat inf ormatsio oni ning kõiki planeer imisega
seotud etappe ja seotud personali.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
3. criterion 6 Review the perf ormance indicators and target values an d
establish ones that work best f or the organizat ion and enable
to better measure t he f ulf illment of goals. Imporve the wor ding
of goals.
Üle vaadata tulemusmõõdikud ja nende saavutustasemed
ning kehtestada sellised, mis asutuse jaoks hästi toimivad
ning võimaldavad paremini mõõta eesmärkide saavutamist.
38
Kohendada eesmärkide sõnastamist.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
4. criterion 11 Gather inf ormation on individual l evel – who has participated in
what trainings.
Koguda inf ormatsiooni töötajate lõikes – kes on millistel
koolitustel osalenud.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
5. criterion Develop other methods to periodically monitor the perf ormance
12 (deliver y of service) of staff .
Välj a töötada ka muud viisid töötajate tegevuste (teenuse
osutamise) perioodiliseks jälgimiseks.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
6. criterion To guarantee the annual evaluation , how the social ser vice
18 provider respects the f undamental r ight to self -determination of
the person ser ved , add this activit y in the quali t y manual.
Tagamaks iga-aastane enesemääratlusest lugupidamise alane
hindamistegevus, lisada see tegevus kvalit eedi
käsiraamatusse.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
7. criterion In order to guarantee the annual evaluation in f acilitating
19 f inding advocates/ support ing persons, add this act ivit y in the
qualit y manual.
Tagamaks iga-aastane eestkostja/ tugiisiku leidmise alane
hindamistegevus, lisada see tegevus kvalit eedi
käsiraamatusse.
39
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
8. criterion Make an analysis of the possible threats and the measures and
21 mechanisms, which prevent the physi cal, mental and f inancial
abuse of persons served and use this inf ormation to improve
the existing work processes.
Koostada analüüs, mis sisaldab võimalikke ohte, meetmed ja
mehhanisme teenuse saajate f üüsilise, vaimse ja f inantsilise
ärakasutamise enneta miseks ning kasutada seda inf ormatsiooni
asutuse protseduuride täiustam iseks.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
9. criterion Lay down the principles f or carrying out internal audits in the
37 qualit y manual.
Kirjeldada siseaudit ite läbiviimise süsteem kvalit eedi
käsiraamatus.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
10. criter ion Present qualit y cr iteria and perf ormance indicators in a more
42 detailed way in the qualit y manual and f ind a way to make them
more measurable so that the expect ed results can m ore
concretely be measured.
Esitada k valit eedi käsiraamatus erinevad kvaliteedikriteeriu mid
ja tulemusindikaator id detailsemalt ning leida viis muutmaks
need mõõdetavam aks, nii et oodatavaid tulemusi oleks millegi
konkreetsema vastu võimalik mõõta.
Person r esponsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due d ate / tähtaeg: 01.03.2017
11. criter ion Review the quest ionnaires used to gain more valuable
45 f eedback.
40
Üle vaadata küsim ustike sõnastus, et saada väärtuslikumat
tagasisidet.
Person responsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioon irühma juht
Due date / tähtaeg: 01.03.2017
12. criter ion Updat e the inf ormation of the home page regarding the various
47 media releases concerning TEK.
Kodulehel uuendada loe t elu erinevatest meedia kajastustest,
mis käsitlevad TEKi.
Person responsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
13. criter ion Descr ibe t he PDCA cycle in more detail in the qualit y manual,
48 linking it to concret e activities.
Kirjeldada kvaliteedi tsüklit täpsemalt kvaliteedi käsiraamatus,
seostades see konkreetsemate tegevustega.
Person responsible / vast utaja: head of rehabilitat ion unit /
rehabilitatsioonirühma juht
Due date / tähtaeg: 01.03.2017
41
5. Closing remarks
Tartu Emajõe School is the only special state sc hool for children with
blindness / visual impairment (BVI). According to its mission, the School
works f or the improvement of educat ional opportunities of all visually
impair ed children in Estonia; provides rehabilitation ser vices f or children and
adults with BVI and supports their inclusion within all aspects of societ y.
Tartu Emajõe School is off icially r ecognized as an education and
rehabilitat ion institut ion specializing in t he f ield of BVI. The rehabilitation
ser vices are provided accor ding to the Est onian Social W elf are Act by the
special teachers of visually impaired, psychologist, physiot herapist, social
worker, activit y therapist and speech - therapist. In addit ion, counselling
sessions ar e available f or the people with blindness and low vison, their
parents, teachers, educators and other specialists f rom all over Estonia.
TEK started to implement EQUASS Assur ance qualit y system f ew years ago.
The preparat ions f or EQUASS enabled to build up a qualit y management
system f or that especially considers th e needs and expectations of social
sector ser vice providers.
The auditor exper ienced on sit e that the social ser vice provider TEK
perf orms in compliance with t he EUQASS Assurance criter ia. The
inter viewed representatives of partners, f inancing bodies, emp loyees of TEK
and representatives of persons served conf irmed this, which was ref lected in
their sat isf action.
During the audit the organizat ion showed examples of good practice and
proved that good cooperat ion with partners and person centered appr oach
helps to achieve ver y good results. The whole staff was kind and cooperative
in introducing the work of TEK, f inding necessar y evidential materials and
sharing inf ormation about f ulf illing EQUASS crit eria.
For the period of f ollowing two years, some impro vement actions and
additional developm ents were agreed that are brought out in part 4 of the
audit report. A more detailed over view of suggestions f or improvement that
are mentioned under the specif ic criter ia is given in detail in part 3.
The improvement ar eas included in general improving the qualit y handbook
of TEK (more detailed descr iptions of processes and principes) , maintaining
more comprehensive documentat ion of f eedback received f rom stakeholders
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and better wording of questions to be as ked to gain more valuable f eedback,
reviewing the perf ormance indicators and target values used, developing
additional methods t o per iodically monitor the perf ormance of staff, making
an analysis of the possible measures, which prevent the abuse of persons
ser ved, laying down the pr inciples f or carrying out int ernal audits and
updat ing the home page of TEK.
After verif ication of the indicators by r eviewing documentation, conduct ing
inter views and performing site visit, the auditor was conf irmed that the
criteria f or q ualit y assurance of the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that TEK is devoted to qualit y
assurance and improvem ent in its work and delivers ser vices of high qualit y.
***
Tartu Emajõe Kool (TEK) on ainus riigikool pimedatele ja vaegnägevatele
õpilastele. Koolis pakutakse sotsiaalse rehabilitatsiooni teenuseid
pimedatele ja vaegnägevatele lastele ja täiskasvanutele ning tööalase
rehabilitatsiooni teenuseid pimedatele ja vaegnägevatele täiskasvanutele.
Asutuse miss iooniks on pakkuda rehabilitatsiooniteenuste kaudu par imaid
võimalusi pimedatele ja vaegnägevatele lastele ja täiskasvanutele nende
arengu toetamiseks, igapäevaeluga hakkamasaamiseks ja ühiskonnaellu
kaasamiseks ning nõustada nägemispuudega inimestega tööt avaid
spetsialiste teistes Eesti rehabilitatsiooniasutustes.
TEK alustas EQUASS Assurance kvaliteedisüsteem i rakendamisega mõned
aastad tagasi. EQUASSi rakendamiseks ettevalmistamine võimaldas ehitada
üles asut use k valiteedijuhtimise süsteemi , lähtudes sp etsiaalselt
sotsiaalvaldkonna teenuseid osutavat e asutuste vajadustest j a ootustest .
Kohapeal koges audiitor, et sotsiaalteenuse osutaja tegutseb vastavuses
EQUASS Assurance kriteeriumitega. Intervjueer itud huvigruppide ja
rahastajate esindaja d, TEK töötajad ja teenuse saaja d samuti kinnitasid
seda, mis väljendus nende rahulolus.
Auditi käigus oli asutusel ette näidata m itmeid häid näiteid heast praktikast
ning tõestas, et koostöö oma partneritega ja isikukeskne lähenem ine aitab
saavutada väga häid tulemu si. Kogu asutuse töötajaskond oli lahke ja
koostööaldis TEK töö tutvustam isel, vajaliku tõendusmaterjali leidmisel ning
inf ormatsiooni jagamisel EQUASS -i kriteeriumite täitmise kohta.
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Järgnevaks kaheks aastaks lepit i kokku mõned parendustegevused ja
täien davad arendused, mis on välja toodud aruande 4 -ndas osas. Detailsem
ülevaade parendussoovitustest konkreetsete kriteeriumite lõikes on esitatud
aruande 3-ndas osas.
Parendusvaldkonnad hõlmasid üldises plaanis TEK kvaliteedikäsiraamatu
täiustam ist (täpsemalt protsesside ja põhimõtete kirjeldamine) ,
huvigruppidelt saadava tagasiside k õikehõlmavamat dokumenteerimist,
küsimustike paremat sõnastamist saamaks väärtuslikumat tagasisidet,
tulemusmõõdikute ja siht väärtuste ülevaatamist, täiendavate viiside
väljatöötamist töötajate jälgim iseks, ärakasutamise ennetam iseks võimalike
meetmete analüüsim ist , siseaudit ite läbiviimise põhimõtete kirjeldamist ning
TEK kodulehe täiendamist.
Peale indikaator itele vastamise tõendamist, tut vudes dokumentatsiooniga
ning viies läb i inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa
kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai
veendumuse, et TEK on pühendunud kvaliteedi tagamisele ja täiustamisele
oma töös ning osutab kõrge kvaliteediga teenuseid.
Tallinn, 29. 02.2016
Mar iliis Männik -Sepp
EQUASS- i auditor / EQUASS auditor
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