EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the native language
AS Hoolekandeteenused on 100% riigile kuuluv äriühing, mis tegutseb üle kogu Eesti pea
kõigis maakondades, pakkudes hoolekandeteenuseid ligi 2500-le kliendile ning tööd ligi
1000-le töötajale. Teenuseportfelli moodustavad erihoolekandeteenused psüühiliste
erivajadustega täiskasvanutele ja lastele ning üldhooldusteenus eakatele. AS
Hoolekandeteenuste allüksus Tartu Kaunase Kodu tegutseb alates 2011. aasta augustist
ning pakub erihoolekandeteenuseid 21-le psüühilise erivajadusega täiskasvanule kolmes
erinevas korteris. Kaunase puiesteel asuvas korteris pakutakse kogukonnas elamise
teenust 15-le kliendile ning töötamise toetamise teenust 14-le kliendile. Kahes Mõisavahe
tänaval asuvas korteris pakutakse kokku 6-le kliendile toetatud elamise ja igapäevaelu
toetamise teenuseid ning 4-le kliendile töötamise toetamise teenust. Tartu Kaunase Kodus
töötab 5 tegevusjuhendajat, kellest 4 juhendavad vahetustega graafiku alusel
esmaspäevast pühapäevani kogukonnas elamise teenusel olevaid kliente ning 1 juhendab
tegevusi äripäevadel toetatud elamise korterites elavatele klientidele. Lisaks
tegevusjuhendajatele töötab kodus ka 1 vanemtegevusjuhendaja ja kodu juht.
Kogukonnas elamise teenusel on päevasel ajal tööl keskmiselt 2 tegevusjuhendajat. Öisel
ajal on klientidel võimalik valves oleva tegevusjuhendaja poole pöörduda telefoni teel.
2. Short information about the organisation in English (activities, clients, etc.)
AS Hoolekandeteenused is a 100% state-owned enterprise and the main area of activity of
the organisation is providing social welfare services to adults with special mental needs.
The enterprise was established in 2007 and it was formed of 16 care homes that had been
managed by county governments until then. Several of our homes have a long and
dignified history, for decades they have rendered services to people with special mental
and physical needs and helped them to cope with their life better. By today we have
expanded to almost every county and our twenty-three homes throughout Estonia have
more than 2,500 places. We have built 55 new family houses for people with special
mental needs in eleven different locations within the project of modernising facility places –
we established eight new modern homes formed of contemporary family houses and
expanded three working homes. Our staff includes over 1,000 employees whose
experience and professional know-how ensure the quality and consistency of our services.
Our services are aimed mainly at adults with special mental needs, to whom we offer
short- and long-term daily and round the clock welfare services, which include day and
night care, help in managing everyday living, support with regard to employment and
support and counselling of individuals with special needs and the people close to them.
Tartu Kaunase Kodu is practicing since August 2011 and is providing services for 21 clients
with special mental needs in three different apartments. There are 15 clients living in the
community and 14 clients on supported working service on Kaunase avenue. Additionally
we are providing services such as supported everyday life and supported living for 6 other
clients and supported working for 4 clients, who are living in two different aparments on
Mõisavahe street. There are 7 employees in Kaunase Kodu – 5 activity coordinators, 1
senior activity coordinator and director.
Offering the services is based on clients individual rehabilitation and activity plans, which
are completed using CAR_e methodology. Considering the wishes and needs of our
clients and expectations of society, we look for official jobs for clients, which would be part
time or full time jobs. Most of our clients are already working in the open labour market. In
our daily work we try to create an environment, where the clients feel equal and necessary.
To ensure this, we follow the idea that our client´s day should be similar to a day of an
ordinary member of the society, who works on weekdays, does household chores, visits
culture and sport events, spends free time with friends and family and makes choices and
decisions. The activities, which are carried out in Kaunase Kodu, are based on a principle „
A more active way of life“. We are offering our clients every opportunity for a richer and
more varied life within the community. That means that our clients act and work together
with the local community and in spare time use different public services, which are
provided by city of Tartu (swimming pool, library, cinema etc.).
3. Name of the organisation as you would want it to appear on the EQUASS
Assurance certificate
AS Hoolekandeteenused Tartu Kaunase Kodu
4. Name of services / departments of the organisation in the scope of the application
as you would want it to appear on the EQUASS Assurance certificate:
Igapäevaelu toetamise teenus, töötamise toetamise teenus, toetatud elamise teenus,
kogukonnas elamise teenus
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organisation: AS Hoolekandeteenused Tartu Kaunase Kodu
Post address: Kaunase puiestee 81-1, Tartu, 50708, Estonia
Director: Imbi Rego
Contact person: Imbi Rego
Email:
[email protected]
Web: http://www.hoolekandeteenused.ee/tartu/
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 30.11. – 01.12.2015
AS Hoolekandeteenused Tartu Kaunase Kodu
Elo Tuppits
© 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
Na me of th e so ci al
AS Hoolekandeteenused Tartu Kaunase Kodu
se rv i c e p rov id er (Hoolekandeteenused Ltd., Tartu Kaunase Home)
(hereinafter HKT KK)
Ad d re s s:
Kaunase pst 81-1 Tartu
E sto n ia
Po st bo x: N/ A
P er so n re sp on sib le
M aarj o M ändm a a
(C EO ):
Cont ac t p e rs on: El en P re im ann , s erv i ce m an ag e r of H KT
Pho ne: ( + 37 2) 5 3 02 32 1 3
Fa x: -
E- m a il:
[email protected]
W eb s ite: http://hoolekandeteenused.ee/tartu/
Na me of Au dit o r: El o T upp its
Dat e s of aud it : 30 . 11 . – 0 1. 1 2. 20 1 5
Cli en ts: Num ber of p ers on s er v ed : 2 2 (incl 21 living in KK)
As of : 0 1. 1 2. 2 01 5
St aff as of 0 1. 12 . 20 1 5 : Num ber of Fu l l t im e s t af f : 6
Num ber of P ar t t im e s t af f : 1
Num ber of C on tr ac t e d s taf f : -
W ork ing h o urs of vo l u nt e ers : 7 2 0 hrs ( t arg e t f or
20 1 5)
S erv ic e s: As s i st an ce i n ev e r yd a y l if e, s uppo rt ed
w orki ng, s uppo rt ed l i v ing , l iv ing in th e
com mun it y
2
2. Audit programme
30 . 11 .2 0 15 Da y 1
T ime Ac t iv it y
9: 0 0- 9 :1 5 O p en i ng m ee ti n g
9: 1 5- 1 2: 1 5 Doc um en ta t io n r e v i e w
12 : 15- 1 3: 0 0 In ter v i e w wi t h E le n Pr e im ann , s er v ic es ´ d e v e lo pm en t m an ag er of
th e H KT ( r es p ons i b le f or im p l em en ta t io n of t he EQ U A S S in H KT )
13 : 00- 1 3. 3 0 Lu nc h br eak
13 : 30- 1 4: 1 5 In ter v i e w wi t h s t af f :
- E l i n K üt t, s en i or ac ti v i t y s u per v is or ;
- E l en Kok l a, ac t i v it y s up er v is or;
- L i i Kr is te r s o n, ac t i v it y s u p er vis or .
14 : 15 – 14 :3 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
14 : 15 – 15 :0 0 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 1 – s er v ic es of s u p po rt ed
l i v in g, s up p or t e d work i ng an d as s is t a nc e i n e v er yd a y l if e ) :
Andrus; Toomas and Aile.
15 : 00 – 15 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
15 : 15 – 16 :0 0 In ter v i e w wi t h c oo p er a ti o n p art n ers :
A v e Ar ak f r om Ka l d at a re Ho us e C oo p era t i ve as em pl o ye r of 4
c l ie n ts of H KT ;
Kr is l in Pa dj us ( b y p ho ne) f rom Tö ö tuk as s a ( Es t o n ia n
Un im pl o ym e n t Ins ur an c e F u nd ) as c as e m an ag er a n d f rom
Ar ge ns k a F u n d as a m em ber of c l ie n ts `re h a b i l it at i on t e am .
16 : 00 – 16 :1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 15 – 16 :4 5 In ter v i e w wi t h c as e m an a ge r Kr is t a N orm ak f rom f und i ng b o d y -
Na t io n al S oc i a l I ns ur a nc e Bo ar d
16 : 45 – 17 :0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
01 . 12 .2 0 15 Da y 2
T ime Ac t iv it y
9: 0 0- 9 :3 0 V is it t o th e p l ac es of s er v ic e p ro v is i on ( ap ar t m ents i n M õis a v ah e
St ( s up p or t e d l i v in g) a nd Ka u n as e St ( li v i n g i n c om m un it y) ,
i nt er v ie w wi t h s t af f
3
9: 3 0- 1 0: 0 0 In ter v i e w wi t h pers o ns s er v e d ( gr ou p 2 – l i vi ng in c om m uni t y) :
Ar go ; K a is a an d V ir g e
10 : 00 – 10 :1 5 In ter v i e w ( b y p ho n e) w it h f am il y m em ber of p ers o n s er v e d:
P i l vi K al l a v us
10 . 15 :- 1 2 :0 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
12 : 00- 1 3: 0 0 Lu nc h br eak
13 : 00- 1 3: 3 0 In te r v i e w wi t h L ii n a L a nn o , d irec t or of s e r vic es , H KT ( b y Sk yp e)
13 : 30- 1 4: 1 5 Doc um en ta t io n r e v i e w, u p - da t in g f i les
14 : 15- 1 5: 0 0 In ter v i e w wi t h Im b i Rä go , m an a g er of t h e K a un as e K o du
15 : 00- 1 6: 3 0 Doc um en ta t io n r e v i e w, u p - da t in g f i les
16 : 30- 1 7: 3 0 Cl os i ng m eet i n g
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3. Detailed feedback on performance
1. The social ser vice provider def ines documents and implements its
vision and mission values on ser vice provision.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m is s i o n, v is io n an d v a lu es ar e
s ta te d in H KT ` s B us in es s P la n , in
HKT `s Q ua l it y G u i de , in Em pl o ye e`s
Ma n ua l , an d on H KT ` s we bs it e
ht tp :/ / www. h o o lek a nd e te e nus e d. ee
T he m is s i o n of H KT i s “ A m or e ac t i ve
l if e wi t hi n th e c om m un it y” . T he va l ues
of t he H KT ar e: r es p ec t ,
enc o ur ag em ent , in v e nt i v e nes s ,
pro gr es s i ve n es s , a n d t r us t wo r t h in es s .
T o ens ur e t ha t s t af f m em ber s h a v e b e en
ex p l a in e d an d ar e a war e of m is s i on ,
v is io n a nd v a l ues of HKT , a l l t h e s t af f
m em bers h a ve t o s i g n f or m to pr o ve it .
T he em pl o ye e s of K au n as e K od u
dem ons tr at e d t hr ou g h in ter v i e ws t ha t
th e y ar e a war e of th e H KT ` s m is s i o n,
v is io n a n d c or e va l u es , an d ar e we l l
ab l e t o ex p l a i n wha t t hes e m ea n in t he ir
e ver yd a y wo r k s it u at i o ns .
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
5
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Lo n g- t erm qu a l it y g oa ls a nd
c om m itm ent t o c o nt i n uo us im pr o vem en t
are s ta te d in t h e B us in es s P l a n a nd
HKT `s Q u a l it y Guide, c om m unic at e d
thr o ug h Em pl o ye e` s Ma n ua l a nd
im pl em ent e d thr ou g h an nu a l p l ans of
hom es .
T o ens ur e t h at s t af f m em ber s ar e a war e
of HKT `s Q u a l it y G u i de , a l l t he s t af f
m em bers h a ve t o s i g n f or m to pr o ve it .
It was va l i da t ed dur i ng th e i n ter v i e ws
th at t he s t af f of K K is a war e of th e
Q u al i t y Guide and c ons i de r s it as
gu i d el i n e o n t h e ir wo r k .
3. Persons ser ved, family members and ser vice user organisations are
able to give f eedback on their individual and collective experience of
programmes and ser vices.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
T he HT K an d KK ha v e d e v el o p ed To h a ve f ee d bac k wh ic h is c l ear l y
s e ver a l m eth o ds to as k and r ec e i v e re la te d t o c er ta i n h o m es an d t her ef or e
f ee db ac k f r om per s o n s s er ve d , s t af f an d m ore us ef ul , f .e . f or p la n ni n g
ot h er s tak e ho l d er s . im pro v em ent ac ti v i t ies , t he q ues t i o n on
wh ic h hom e / u n it t hes e s tak e ho l d ers
T he pr oc es s of c o l le c ti n g f e e db ac k is c oo p er at e s h ou l d be a dd e d to t he
def in e d i n Q u a l it y G u id e a n d s pec i a l qu es ti o nn a ir es of c o o per a ti o n p art n ers `
doc um en t of F ee d bac k S ys t em . an d c l i e nts ` em p lo ye rs ` s a t is f ac t i on
7
For pe rs o ns s er ve d i n K K an d f or th e ir qu es ti o nn a ir es .
f am il y m em ber s t he m os t im por ta n t a n d
T o e ns ur e h i gh er r es p ons e r a te i n t hes e
pref erre d wa y f or g i v i ng f e e db ac k is i n
f ac e to f ac e m ee t in gs an d e v er y - da y s ur ve ys i n v it at i o n to th e c o o pe ra t io n
par t ners a nd c l ie nts ` em plo ye rs f or
c l ie n t - m eet i ngs o n o ng o i ng b as is . F or
par t ic ip a ti o n in s u rv e y wo u ld be
m ore an o n ym o us an d s ys t em at ic
f ee db ac k c l i en ts ` s at is f ac t io n a nd reas o n ab l e to s e n d dir ec t l y b y th e h om e
c oo p er at i ng wi th t h es e s t ak eh o ld ers .
c l ie n t`s f am il y m em ber s ` r eg u l ar
s ur ve ys are ar r a n ge d .
T he c om pl a i nt m an ag em en t s ys t em
S el l ek s , et s aa d ud ta g as is i d e o lek s
(box es f or c om pl ai n ts an d pr o pos a ls i n
s e lg e lt s e os t at a v k o n k reets e k od u ga j a
eac h un i t , s p ec i a l f or m s f or c om pl ai n ts
s ee g a k as u l ik um , tu l ek s
an d pro p os a ls a va i l ab l e in un i ts f or
k oos t öö p art n eri t e j a k lie n ti d e r a hu l o lu -
c l ie n ts ) is us e d i n wh o l e HKT .
uur i n gu t e k üs im us t ik e l e l is a d a k üs im us
s e ll e k o ht a, m i l l is e k odu / ük s us e ga
Em pl o ye es have a c ha nc e to give
f ee db ac k on o n- g o in g b as is a nd ne e d h u vi p oo l e d k o os t öö d t ee v a d.
f ee db ac k is c o l l ec t ed a ls o dur i n g s taf f
V as t am is ak ti i vs us e s uur en d am is ek s
perf orm anc e r e v i e ws ( r es um es are
ne is k üs i t lus te s v õ ik s k uts e os a lem is ek s
c om pi l ed) . R e gu l ar s t af f m oti v at i o n a n d
om a ots es t e l e k oos t ö öp ar tn er it e l e vä lj a
s at is f ac t io n s ur ve ys ar e c o nd uc te d as
s aa t a k a i ga k od u er a l d i.
we l l. F ee d b ac k f r om vo lu n te ers is
c o ll ec te d, t o o.
Co l l ec t i ng f e e db ac k f r om f und i ng bo d y
(bo t h f rom c ol lec t i v e and i n di v i d ua l
bas is ) , c li e nts ´ em pl o yer s a nd m a in
c oo p er at i on p ar t n er s is or g a n i ze d
thr o ug h m eet i ngs , p h on e c a l ls , e - m ai ls
an d s at is f ac t io n s ur ve ys . M i nu t es of t he
m eeti n gs and survey r e p or ts we re
pres e nt e d.
From f und in g b o d y f e ed b ac k is r ec e i v ed
a ls o thr o ug h s ur ve i l l anc e/ a ud i ts and
m eeti n gs .
Fe ed b ac k but to n ( l ink to t h e f ee d bac k
f orm ) is av a i l ab l e in HT K` s m ai n
we bs it e a nd in K K` s we bs it e t o pro v i d e
f ee db ac k f or a l l i nt er e s te d p ar t i es .
8
4. T h e s oc i al s er v ic e pr o v i d er i nf orm s al l s t ak eh o ld ers a b o ut t h e of f ere d
pro gr am m es a n d s er v i c es a v ai l a bl e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT and KK inf or m a ll p os s ib l e It is s ug g es t e d to im pro ve t h e v is i b il i t y of
s tak e ho l de r s a b ou t its s er v ic es us i ng i nf orm at io n at H KT `s an d K K`s we bs it e on
a v ar ie t y of m etho ds a nd ho w to g et s er v i c es / f un d in g a nd
ap pr o ac h es . s up p l em ent th e inf orm at i on o n t he c o nt e nt
of s er v ic es . T h e n e e d f or t his is i n dic a te d
T he web p ag e s of HKT and KK
a ls o in the s ur v e ys of c o op er at i o n
pres e nt inf or m ati o n o n s er v ic es a nd
par t ners .
on h o w t o g et s er v ic es / f u nd i n g . A ls o
i nf orm at io n on e v en ts is pr o v i d ed o n E v en m i no r im pro vem en ts at H KT `s a nd
we b pa g es . HT K an d KK h a ve K K`s webs i te wo u ld be us ef ul , f .e ., t h e
i nf orm at io n b o ok le t s on t h e ir s c hem e o n h o w t o g et s er v ic es / f u n d in g
ac t i v it i es a nd s er v ic es to s pr e a d ht tp :/ / www. h o o lek a nd e te e nus e d. ee / pa g es /
am ong f u t ur e c l ie n ts a nd c oo p er at i on v a lis v e eb /t e en us e d/m e ie - te e n us e d. p hp
par t ners . T he An nu a l Ac t i v it y at H KT `s we bs i t e c o u ld b e m or e v is ib l e
Re p orts of H KT ( a v a il a b le on its an d l i nk ed wi th K K`s we bs i te . The
we bs it e) ar e ver y i n f or m ati v e. F or s ug g es t i on f or f urt h e r re a d in g of HKT `s
pers o ns c om in g to t he s er v ic e Ye ar - B o ok s an d K K`s i nf orm at io n b ook l et
i nf orm at io n f o l d er an d i n- de p th (pr es e nt e d on l y at H K T `s webs i te s o f a r)
i ns tr uc t i o n b y s t af f i s pr o vi d ed f or c ou l d b e r e l e va nt , t oo .
c om pre he ns i ve o v er v i e w of th e
s er v ic es . Inf or m ati o n s ta n ds f or As t h ere is s p ec i a l p ho n e l i n e pr o v id i n g
i nf orm at io n o n s er v i c es a nd hom es of
c l ie n t i nf or m at io n a nd i nf or m at io n
HKT , t her e c o ul d b e a s hor t in tr od uc ti o n
f ol der ar e i n eac h u n it . Al l n ec es s ar y
i nf orm at io n is p r o v i de d o n e ve r y d a y at th e we bs it e of H KT a nd K K o n t h e
i nf orm at io n pr o v id e d b y t h i s ph o ne l in e.
bas is b y s t af f as w e ll . T o as s is t
f utur e c li e nts , th e ir f am il y m em bers
an d o t her s t ak e ho l der s , s p ec ia l
i nf orm at io n ph o n e l i n e is op er at i ng
to
9
pro v i d e inf or m ati o n on H KT `s S oo v i ta v o n te h a HK T j a K K v e eb i l e he l
ac t i v it i es , s er v ic es a nd h om es . F or par em in i nä h ta v ak s inf o te e nus e l e
K K`s s t af f inf or m ati o n on s er v ic es s aam is e ja t ee n us e ra has t am is e k oh ta
an d pr o gr am m es , p r oc es s es and n in g t ä ie n d ad a inf o t t ee n us t e s is u k o ht a.
proc e d ures , d e v el opm en t of S el l e te g e vus e v aj a dus e l e v i it a va d ka
s er v ic es , a bo u t ev e nts and k oos t öö p art n eri t e u uri ng u t u lem us e d .
pos s i b i li t ies to be i n vo l v e d is
pro v i d ed in In tr a n et ( i nc l al l K as u o lek s k a vä ik es t es t par e n dus tes t. Nt
proc es s es and pr oc e dur es ) , v õ ik s HKT ve eb is o l l a par em in i n äh t a v j a
O ut l o ok 36 5 i nf or m a ti o n s ys t em , KK v ee b ig a l i ng i tu d s k eem t ee nus e l e
i nt ern a l f ol d er s f or em p lo ye e s in K K, s aam is e / te e n us t e r ah as tam is e k oh ta :
A nn u a l Ac t i o n P la n , a nd inf o r m ati o n ht tp :/ / www. h o o lek a nd e te e nus e d. ee / pa g es /
s ta n d. S t af f m eeti n gs ar e im por ta n t v a lis v e eb /t e en us e d/m e ie - te e n us e d. p hp
m eas ur e to s p r e a d i nf or m at io n. S am uti v õ ik s te en us t e i nf o j u ures a nd a
s oo v i tus e t u t vu d a tä ie n d a va l t H KT
T he i n v o l vem e nt of per s o n ne l an d aas t ara am at ut e ja KK i nf o buk l et i g a
th e i nf orm at i o n on de v e lo pm en t
(v i im an e o n s e n i k ät tes a ad a v va i d H KT
pos s i b i li t ies f or s t af f i s s tat e d i n J o b
v ee b i le h e lt) , m is an n a va d K K j a H KT k ui
Ma n ag em en t Ru l es a n d i n Em pl o ye rs ter v ik u te e n us t es t vä g a h ea ü l e v aa te .
G u id e . E ver yd a y i nf or m atio n o n t h e
ac t i v it i es a nd c l ie nt - wor k is s ha re d K un a er i n e va t el e t ee n us t e ga s eo t ud
thr o ug h K K` s in t er n a l s it e wh er e k üs im us te l e v as t am is ek s on H KT - l
e ver y s t af f m em ber c o u ld i ns ert s pe ts ia a l ne inf ot e lef o n, võ ik s s el l e k aud u
im por ta nt inf or m ati o n f or t h os e pak u ta v a i nf o k oht a o l l a HKT j a K K ve e bis
c on t in u i ng t h ei r wor k i n n ex t s h if t . k a s e lg i ta v lõ ik .
For c o op er at i on p ar t n er s ( es p ec i al l y
th os e r e la te d wi t h em p lo ym en t of t h e
c l ie n ts of K K) the or ga n is at i on ,
s er v ic es , j ob m an ag e m ent an d t he
s pec i a l n e eds of th e K K` s c l ie nts ar e
ex p l a in e d i n - de pt h d ur i ng m eet i n gs .
Dur i n g t he i nt er v ie ws wer e v al i d at ed
th at s t ak eh ol d er s ar e a war e of th e
s er v ic es of K K . M i nu t es of m eet i n gs
wi t h s er v ic e us e r s , s t af f an d
c oo p er at i on p ar t n er s wer e pr es e nt e d
as pro of t ha t r e le v a nt i nf or m at i on
was pr es e nt ed t o i n ter es t e d par t i es .
10
5. T he s oc i a l s er v ic e pr o v i der m an ag em en t es t a bl is h es a nd d oc um ents an
an n ua l p l a nn i n g an d r e v ie w pr oc es s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he an n ua l p l a nn i n g a nd e va l ua t i on
proc e d ure is d o c um en te d in t he Q u a l it y
G u id e a n d i n Em pl o yer s M an u a l . T h er e
is th e pr oof t h at a nn u al p l a nn i ng
proc es s is im pl em en t ed ( K K` s An n ua l
P la ns of d if f er e nt ye ar s , m in ut es of s taf f
m eeti n gs ).
T he an n u al pl a nn i ng pr oc es s is
re v ie we d r e g u lar l y a nd c ha n ges a re
m ade if n ec es s ar y. F.e . t he f orm of
an n ua l p l an we r e c h a ng e d c ons i de ra b l y
bef ore p l a nn i n g pr oc e s s of 2 01 5.
6. T he p l a n i nc lu d e s :
an n ua l o u tc om es / tar ge ts
th e ac ti v i t ies t o b e u n der t ak en i n ac h ie v i n g th e a nn u a l tar g ets
m onit or i ng of th e p er f orm anc e of t he o rg a n is a t io n i n m eet i ng it s
an n ua l t ar ge ts
tim e- s c al es a n d pr oc e dur es f or r e v i e w a n d r e v is i o n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
11
A nn u a l P l a ns of KK ar e b as e d on
HKT `s ac ti o n p l an f o r m an d c om pi l ed
ac c or d i ng t o t he s tr at eg ic o bj ec ti v es of
th e H KT (Bus i n es s P l an) . A n nu a l P l a n
i nc l u de s o bj ec t i ves , s uc c es s f ac t ors ,
i nd ic at ors ( S M ART ) , tar g et le v e ls ,
res p o ns ib i l it y, te am in v o l ve d, p l a ns f or
qu ar ters ( ac t i v it i es ) , r es u l ts ac hi e v e d
an d ac t i v it i es m ad e i n e ac h q u art er ,
an d res u lts of t he ye ar .
A nn u a l P l ans ar e a ppr o v e d by the
m anag em en t of H KT .
7. T h e s oc i a l s er v ic e p r o v i der d em ons tr at es org a n is a t io n ’s s uc c es s i n
s at is f yi n g th e n e eds a nd ex p ec t a ti o ns of t h e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K an d H KT as a wh o l e ar e v er y ac t i v e
i n s a t is f yi n g t he n e eds a nd ex pec t at i ons
of t he s oc i et y, an d i n dem o ns tr at i n g
s oc ia l r es po ns i bi l i t y c on tr ib u ti n g t o th e
s oc ie t y.
In a d d it i on t o th e f e ed b ac k c o l lec t io n
f rom dif f er en t s t ak eh o ld er s (s e e
c rit er i on 3), H KT h as or der e d
c om pre he ns i ve s ur v e y o n t he s er v ic e
ne e ds of ad u lts wi th s pec i a l n ee ds
12
(20 1 3) i n vo l v i ng a l l s tak e ho l de r s a n d
i nt eres t gr o ups in s oc i et y r el a te d t o th is
tar g et gr o up .
T o ge t i nf or m at io n on n e eds a nd t o
par t ic ip a te ac t i v e l y i n po l ic y m ak ing i n
its f ie l d, H KT als o par t ic ip at es in
work i n g gr ou ps of th e Mi n is tr y of Soc i a l
Af f ai rs , c o o per a tes wit h o t her s er v ic e
pro v i d ers i n t h e f r a m es of Uni o n f or
Pr o v id ers of S pec i a l W elf ar e S er v ic es ,
wi t h as s oc i at i ons of per s o ns wi th
s pec i a l ne e ds , c o l la b or a t e s wi th f un d er
( Na t io n a l S oc ia l I ns u r anc e F un d ) , a nd
l oc a l g o v er nm ents . A l s o K K n e g ot i at es
wi t h loc a l g o ver nm en t s i n i ts ar e a , an d
wi t h re pr es e n ta t i ves of th e f u nd er , a n d
th e as s oc i at i ons of p e r s ons wi t h s pec i a l
ne e ds t o as c er t a in th e n ee ds of s oc i et y
i n th e ir loc at i o n. F .e . th er e ar e n e ed
th at p ers o ns wi th s pec i a l n e eds ar e
be tt er i nt e gr a t ed to th e s oc ie t y, ar e
m ore i n de p en d en t i n t he ir e v er yd a y l if e
an d ar e ab l e to c o pe ec o nom ic al l y.
A ls o , t h ere is n e ed f or s p ec ia l we lf ar e
s er v ic es pr o v id e d c l os e t o c li e nt s ` i n it i a l
hom e / f am i l y m em ber s .
V ar io us pr oj ec ts b y HT K ( f . e. p l a nn i ng
ne w u n its / f am il y h o m es in l oc a t io ns
wh er e t h e n e e d f or s er v i c es is b i gg er ;
ex t e nd i ng s er v ic e of l i v in g in t he
c om m uni t y; p la n n in g of f am il y hom es
i ns t ea d of o ld la r g e s er v ic e pr o v is i o n
un i ts to pr o v i d e s er v ic es in
c on t em pora r y e n vi r o n m ent ) ar e i n it i at e d
to m eet t h e ne e ds of s oc ie t y.
13
T he c le ar pr oof of s a tis f yi n g th e ne e ds
of s oc i et y is t he le v e l of em pl o ym e n t
am ong t h e s er v ic e us er s / in h ab i ta nts of
K K – o ver 9 0% . B es i d es , s a tis f ac t i on of
em pl o yer s of th e K K` s s er vic e us ers is
s o h ig h th a t K K ge t s m or e j o b of f ers
th a n th e n ee d is .
L i vi n g i n th e s am e ho us e wi t h ot h er
i nh a bi t an ts a n d d oi n g pa i d wor k am ong
ot h er em pl o ye es m od if i es t he a tt i tu d es
of s oc i et y a nd i n te gr at es pe r s o ns wi t h
s pec i a l n ee ds i nt o t h e c om m uni t y.
A ls o , the f am il y m em ber s of K K`s
s er v ic e us er s h a v e i n d ic a te d t h e ir h i g h
s at is f ac t io n wi t h t he wor k of K K.
8. T h e s oc i al s er v ic e pr o v i d er dem o ns tr at es or ga n is at i on ’s s oc i a l res p o ns ib i l it y
thr o ug h ac t i vi t ies c on t r i bu t in g t o th e s oc i et y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K dem o ns tr at e d c l ea r l y th e s uc c es s i n
c on tr ib u t in g t o th e s oc i et y
KK h as b e en in i t i at or and ac ti v e
par t ic ip a nt of d if f er e nt c om m uni t y - bas e d
e ve n ts an d ac t i v it i es . Bo th K K` s s t af f
an d s er v ic e us er s ha v e do n e v o lu n tar y
work in l oc al e v en ts ( c le a ni n g
s urr ou n di n gs a nd ar e a s i n T ar t u) .
T here ar e s e ve r a l e v en ts ar r an g ed i n
c oo p er at i on wi th p ar tn er s . F. e . ac t i n g
14
c l ub of th e K K m ad e th e ir pr es en t at i on
i n P a la Yo u th C e ntr e ( a l l p ar t ic i pa nts
go t us ef u l ex p er ie nc e) , K K` s i nh a bi t an ts
par t ic ip a te d in S o ng Fes t i v a l of P eo p le
wi t h S p ec i a l N e eds , t he y p ar t i c ip a te i n
s por t c om pe ti t io ns ( b ot h i n Es t o n ia a n d
abr o a d), e tc .
Rec e nt l y, the v o lu nt ar y wo r k a nd
par t ic ip a ti o n i n s p ec i al ev e nts of s er v ic e
us ers is dec r e as ed du e t o v er y h i g h
em pl o ym e nt r at e am ong th em – th er e is
no t v er y m uc h t im e f or s uc h ac t i v i ti es .
Ho we v er , d ue to th e p r es e nc e of K K a nd
its c l i en ts , th e in h ab i t an ts li v i n g i n s am e
b loc k of f l ats a n d c l i en ts ` c o ll e ag u es
c ou l d ex p er ie nc e t ha t th e pr es enc e of
pe o p le wi t h s p ec i a l n e eds i n t he s oc i et y
is n orm al .
O n e of th e m os t im por t a nt c o n tr ib ut i o n
to t he s oc i et y is t h e us in g of vo l u nt ar y
work (b ot h loc a l a nd i nt er na t io n a l),
i n vo l v em ent of p er s ons f r om m il it ar y
rep l ac em e nt s er v ic e (1 f u l l - t im e
em pl o ye e pe r ye ar ) , and h os ti n g
tra i ne es f r om s c ho o ls pr o v id i n g
ed uc at i on in s oc i a l wor k , e tc . Suc h
ac t i v it i es ar e p l a nn e d i n wh o l e H KT an d
tar g et ed ( th e t ar ge t of 20 1 5 f or K K is
72 0 hrs of v o l un t ar y w or k ) .
T he ac t i v it i es r e l at e d to s oc i a l
res p o ns ib i l it y are r e f lec te d in H KT `s
A nn u a l R e p or ts a n d i n K K` s we bs it e .
15
9. T h e s oc i a l s er v ic e pr o v i d er h as a s t af f rec r ui tm ent a nd r e te n ti o n p o l ic y
th at pr om otes t he s e lec t io n of q ua l if i e d pe rs o n ne l b as e d o n r eq u ir ed
k no wle d ge , s k i l ls a n d c om pet e nc es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT h as d oc um ent e d s taf f r ec r u i tm ent
an d s e l ec ti o n p o l ic y - doc um ent of
Pr i nc i p l es on S t af f Rec r u itm en t,
E nt er in g an d Le a v in g th e O r ga n is a t io n .
T he pr i nc ip l es f or r ec r u itm en t a nd s h ort
des c r i pt i o n of the pr oc es s of
rec r ui tm ent ar e gi v e n.
St af f is c h os en bas e d on t h ei r
c om pet e nc es , s k il ls , k no wle d ge (s ta t ed
in i nd i v i du a l job d es c r ip t io ns ) and
pre v i o us wor k ex p er ie nc e . Pr inc i p les of
eq u a l o p po r t un i t ie s a nd n on-
d is c rim i na t io n ar e des c r i be d in
doc um en t of Pr inc i pl es on S taf f
Rec r u itm en t E n ter i n g an d L ea v i n g th e
O rg an is at i o n; a nd i n J o b Ma n ag em en t
Ru l es .
10 . T h e s oc i al s e r vi c e pr o vi d er o per a tes i n c om pl i a nc e wi th m anda t or y
na t io n a l le g is l at i on , pr o v id i ng a p pr opr i at e w ork in g c o nd i t io ns , a d e qu a te a n d
agr e e d s t af f le v el a n d s t af f rat io , a n d a p p rop ri a te r e war d in g f or s taf f an d
v o lu nt e er s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
16
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT `s d oc um ents ar e in c om pl ia nc e
wi t h n at i o na l le g is l at i on . I t is s t at ed i n
th e J o b M an a gem e nt Ru l es .
In rec e nt ye a r s KK h as em p lo ye d
v o lu nt e ers a nd h as e l ab or at e d s pec i a l
c on tr ac t f or t hem .
A ls o , p ers o ns f r om m il it ar y r e p lac em en t
s er v ic e ar e we lc om e to t he KK . S uc h
c oo p er at i on h as pr o v e d it as pos s i b i l it y
to f i nd ne w s taf f m em ber s .
T he pr inc i p les f or s h o wi ng r ec o g n it i on
to em p lo ye e s a nd vo l un t eer s are
des c r i b ed in H KT ` s d oc um e nt
Rec o gn i ti o n of Em pl o ye es and
Co o per a ti o n P ar t n er s .
W ork plac e r is k as s es s m ent s ys tem is i n
p lac e a nd r e vi e w ed p er i od ic a l l y.
W ork ing c o n d it i ons ar e e va l u at e d by
K K`s h e a lt h a n d s af et y r e pr es e nt at i v e
an d n ec es s a r y ac t i o n pl a ns ar e dr a wn
up . T he r is k as s es s m ent is bas e d o n
d if f ere nt j o b t yp es .
11. The social ser vice trains all staff based on a plan f or leaning and
development and evaluates the eff ectiveness of the training.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
17
St af f d e ve l o pm ent a nd tr a in i n g ne e ds
are as s es s e d a nd pr io r it is e d a n nu a l l y in
th e h om es / u n it s of HT K b as e d on
an n ua l per f o r m anc e r e v ie ws of th e s t af f
m em bers , a nd pr es e nt e d t o P er s o n ne l
De p artm en t t o c om pi l e th e T r a i ni n g P la n
f or t h e wh o l e or g a n is a ti o n.
Inf orm at i o n o n p l a nn ed a nd at t en d ed
tra i n in gs is r ec or d e d in i nf or m at io n
s ys tem .
Inf orm at i o n ob t ai n ed f r om tr a i n in gs is
s har e d a n d e v a lu a te d in s taf f m eeti n gs
an d is r ec or d e d i n m inu t es of m ee t in gs .
A ls o tr a in i ng m at e r i als ar e m ad e
ac c es s i b le f or a l l em p lo ye e s of t he K K
v i a hom e`s s i te .
In c as e of pr im ar y wo r k gui d anc e a n e-
tra i n in g ( vi d e o l ec t ur es ) has be e n
i ntr od uc e d i n 20 1 5 b y HKT .
Inf orm at i o n o n t h e c o m pete nc i es of t he
s taf f is c o ll ec te d t hr o u gh the
s at is f ac t io n s ur ve ys of d if f ere nt
s tak e ho l de r s .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
18
T he c om pe t enc e r eq u ir em ents f or
em pl o ye es ar e d es c r i be d in t h e ir
i nd i v i du a l job d es c r i pt i ons an d ar e
re v ie we d a n nu a l l y.
T he perf or m anc e of s t af f is r e v ie we d i n
v ar io us wa ys . Re g ul ar ye a r l y
perf orm anc e r e vi e ws ar e c on d uc t e d.
Co- v is i ons , m eth od o l og ic a l i ns tr uc ti o ns
an d wo rk g ui d anc e ar e c ar r ie d o ut wi th
s taf f m em ber s . Als o , d ur in g we ek l y s taf f
m eeti n gs c l i e nt wor k m etho ds and
s pec if ic d if f ic u l t c l i en t c as es a re
d is c us s e d . S u per v is i on of s taf f is
of f ere d b y H KT wh en nec es s ar y.
13 . T he s oc i a l s er v ic e pr o v id er r ec o g n is e s th e s taf f as a r es ourc e f or
f ee db ac k on or ga n is at i on a l perf orm anc e , s er v ic e d e ve l o pm ent an d s taf f
de v e l opm en t
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr i nc i p l es of i n v ol v em en t of s t af f in t h e
p la n ni n g an d e v a lu a ti on of s er v ic es are
des c r i b ed H KT ` s Q u al i t y G u id e,
Em pl o ye e`s Ma n u al an d in doc um en t
Fe ed b ac k S ys tem . H KT r ec o gn is es
s taf f as a us ef u l s our c e to ga i n
i nf orm at io n.
Re g ul ar s t af f s at is f a c ti o n s u r v e ys ar e
c arr ie d ou t in H KT ` s u ni ts an d
perf orm anc e r e v ie ws ( doc um en te d) ar e
19
c on d uc t e d wh ic h pr o vi de i nf or m at io n f or
pers o n ne l p la n ni n g an d de v e l opm en t
(tra i n in g p l an ) .
M in ut es of r e g u lar s taf f m eet in gs to
d is c us s s er v ic es a nd p o lic i es of K K/
HKT wer e pr es en t ed a s pr o of .
14. The social ser vice provider has mechanisms in place to enhanc e
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Re g ul ar s taf f s at is f ac t i on s ur v e ys ( onc e
a ye ar) an d ye a r l y per f o r m anc e
re v ie ws / d e ve l o pm en t i n ter v i e ws ar e
us e d t o g ai n f ee d bac k on s a tis f ac t i on
an d m oti v at i o n of t h e s taf f .
Me as ur es t o e n ha nc e s at is f ac t io n an d
m oti va t io n are d e s c r i be d in the
doc um en t of “ R ec og n it i on of Em pl o ye es
an d C oo p er a t io n P ar t ner s ” . F. e. ye ar l y
c om pet i ti o n t o r ec og n is e a n i n v e nt i v e
s o lu t io n us ef u l f or c l ie n t s er v ic e or
im pro v ed c oo p er a t i on wit h c om m uni t y
is or g an is ed , i n e ac h h om e/u n it t h e
bes t em pl o ye e is e le c te d b y an o n ym
v ot i ng . S pec i a l pr i z es an d f in a nc i a l
a war ds / b on us es ar e f or es e e n f or
wi n ne rs an d f or s pec i al a n d i nt e ns i ve
work r es u l ts .
20
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
B as e d o n i nt er na t io n a l H um an R i gh ts
Co n v en t io n a nd ot h er r e l e va nt
i nt ern a ti o n al a nd E u r op e a n r e g ul a ti o n
HKT h as d e v e lo p ed th e d oc um ent of
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d a t a C ar e H o m e. Ref er enc es t o
th e in t ern a ti o na l c o n v en t io ns a nd ot h er
re le v a nt r eg u l at i ons a r e g i v en . Fo r th e
s taf f , t h e d oc um ent is pr es e nt e d in t he
em pl o ye e`s f o ld er .
T he s t af f of KK d em ons tr a te d t h e ir
k no wle d ge of th e r i gh ts and d ut i es
dur i n g i nt er v i e ws a nd s h o wed th e ir
gre a t m ot i va t io n to i ntr o duc e a nd
d is c us s t h es e pr i nc i p les c on t in u ous l y
( s e ve ra l t im e s i n ye a r ) wi th c l ie n ts as
th e y t e nd to f or g e t ( bo t h i n d i vi d u al l y
an d i n c l i e nt m ee t in g s – m in ut es wer e
pres e nt e d) .
T o e ns u re t h e ne w t e am -m em ber s ( inc l
v o lu nt e ers a n d tr a i n e es ) ar e a wa re of
th e d oc um en t a nd t h e n ee d t o i ntr o duc e
it t o t h e s er v ic e us er s , th e y h a ve t o s i gn
s pec i a l f o rm on i t.
21
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n t hs Im pro vem e nt & de v e lo pm ents
T he doc um en t of Ri g hts and T he doc um en t of Ri g hts and
Res tr ic t i ons of C l ie n ts S er ve d at a Car e Res tr ic t i ons of C l ie n ts S er ve d at a Car e
Hom e is i n tr o d uc e d i nd i v i du a l l y t o t h e Hom e c o ul d b e pr es en te d a t th e h om e`s
pers o ns s er v ed b y a c ti v i t y s up er v is ors we b pa g e t o pr es en t t h is im p ort a nt is s u e
dur i n g th e f ir s t e v a l ua ti o n an d p l a nn i ng f or a l l s t ak eh o ld ers .
m eeti n g. T he d oc um ent is inc l u de d t o
Dok um en t “ K l ie n di p õh i õ ig us ed ja
th e pers o na l f o l d er of s er v ic e us ers a n d
s i gn e d. T he d oc um e nt is a v a i la b l e i n p iir a n gu d ho o l ek an d et e en us el ” võ ik s
o ll a k ät tes a ad a v ka Ka u n as e K od u
i nf orm at io n f o l d er s i n t he l i v i ng r oom s
k odu l eh e lt , e t k õi g i l os a p oo l te l ol ek s
of a l l a p artm en ts of K K .
v õ im al ik s e l le g a tu t vu da .
T he r ig h ts an d r es t r ic t io ns ar e
d is c us s e d c on t in u ou s l y wi t h s er v ic e
us ers (i n d i v id u al l y a nd i n m ee t in gs –
m inut es wer e a va i l a bl e) .
T he p ers o ns s e r ve d d em ons tr a te d t he ir
go o d k no wl e d ge of t h e r ig h ts a n d d u ti es
thr o ug h t he in t er vi e ws .
17 . T h e s oc ia l s er v ic e pr o v i d er has ac c es s i bl e c om pl a i nt m an g o od a gem e nt
s ys tem wh ic h r e gis t e r s f ee d bac k o n perf orm anc e f rom pers o n s s er v ed ,
purc h as er s an d o th er r e le v a nt s t ak eh o ld ers .
22
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is c om pr e he ns i v e an d ac c es s ib l e In t he we bs i tes of HKT an d K K th e
c om pl a in t m an a gem en t s ys t em i n H KT . i nf orm at io n o n c om pl a in t m an a gem en t
s ys tem s h ou l d b e pr es en t ed .
T here is Pr oc ed ur e f or Ha n dl i n g
Com pl a i nts i n HKT . Ac c or d i n gl y, it is HKT ja KK ve e b i le he l e t u l ek s vä lj a
pos s i b le t o c om pl ai n us in g th e box es of pa n na inf o k aeb u s te m en et l em is e
c om pl a in ts a nd pr o pos a ls in e v er y s üs t e em is t.
un i t/ h om e of th e HKT , s en d i ng a n e - m a i l
or l et te r, or v ia f or m i n HKT ` s webs i te
(l ink in K K` s we bs i te) .
All c om p l a in ts ar e d ea l t wi t h an d
ans we re d dur i n g c er ta i n p er i od . T he
proc e d ure s t a tes r es p ons i b i li t i es
c onc er n in g t he c om pl a i nt h a nd l i ng .
T he s p ec i al p ag e i n f o l der s of im po rt an t
doc um en ts i n a par tm en ts ` l i v i ng r oom s
i nf orm s the s er v ic e us er s ab o ut o t her
i ns t it u t i o ns to s e n d th e c om pl a in t i n
c as e n o t s at is f i e d wi t h s o lu t io n of t h e
c om pl a in t i n K K . B es i des , s er v ic e us ers
are inf orm ed a bo u t t h e p os s i b i l it y t o c a l l
or em ai l d ir ec t l y to t h e c en tr al Ser v ic es
Un i t of H KT .
All wr i tt en c o m pla i nts wh er e
c om pl a in er ` s c o n tac t s ar e gi v e n, ge t
wri tt e n a ns wer . T he pr i nc i p l e was
af f irm ed by d o c um ent e d c as e
pres e nt e d.
Dur i n g t h e i nt er v i e ws i t was c o nf i rm ed
th at s t ak eh o l der s ar e a war e of t h e r i gh t
23
to s u bm it a c la im in c as e of a ne e d b ut
s er v ic e us er s an d th e ir f am i l y m em bers
pref er s o l vi n g pr ob l em s thr o ug h
d is c us s i on as t h e y f i nd c om m un ic a t io n
wi t h s er v ic e pr o v i d er e as ier .
18 . T h e s oc i a l s er v ic e pr o vi d er res p ec ts t he f u nd am en ta l r ig h t t o s e lf -
de t er m in at i on of t h e per s o n s er ve d . T he y f ree l y de te rm ine t he ir po l i t ic a l
s ta tus an d f r ee l y p ur s ue t h e ir ec on om ic , s oc i al an d c u lt ur a l d e ve l o pm ent .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s e lf - d et er m in at i on r e la t ed
pr inc i p les ar e de s c r i be d in t he
Pr i nc i p l es of Em po w er in g t he Cl i e nt
wi t h S p ec ia l Ne e ds ; a nd i n c as e of eac h
s er v ic e us er s in t h ei r i nd i v i du a l p l ans .
E v al u at i o n of t he ac t i v it i es t o s u p p ort
s e lf - de t erm in at i on o n i nd i v i du a l l e ve l is
c arr ie d ou t t hr ou g h e v a lu a ti o n of
i nd i v i du a l p la ns . To e va l u at e s e lf -
de t erm in at i on o n c o l l e c ti v e l e v e l in K K,
th e SW OT anal ys i s of ac t i vi t ies
s up p ort i n g s elf - de te r m inat i o n is c arr ie d
ou t in 2 01 5 i n c o l l ab o r at i on wi t h c l ie n ts
(a ll w er e i nt er v i e we d t o g et i n pu t) .
It b ec am e e v id e n t t hr ou g h th e
i nt er v ie ws a nd o bs er v at i on t h at t he s t af f
s up p ort e d th e c l i e nt s ` r ig ht f or s e lf -
de t erm in at i on and t he y we r e s er v ed
wi t h r es p ec t.
24
19 . T he s oc i a l s er v ic e pr o v i der f ac i l i ta t es th e pers o n s er v e d in c ho os i ng
an d h a v in g ac c es s t o ad v oc at es a nd / or s u pp ort i ng pers o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ee ds of s up p or t ar e d et ec t e d i n
i nd i v i du a l m ee ti n gs wi t h the pers o n
s er ve d and the ne e ds ar e as s es s e d
c on t in u ous l y i n t he i nd i v i du a l p l an n in g
proc es s .
T he is s u e is c o v er e d i n t h e Pr oc e d ur e
of Ser v ic e Pr o v is io n , i n th e d oc um ent of
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d at a C ar e Hom e, a nd in
gu i d el i n es of In tr o d u c ti o n of Im port a nt
Doc um en ta t io n t o th e Cl i e nt .
T he p erf or m a nc e i n f ac il i ta t in g p ers o ns
s er ve d i n h a v in g ac c es s to a d v oc a t es
an d / or s u p por t in g p er s o ns h as b e en
e va l u at ed in s p ec ia l SW O T ana l ys is
c arr ie d ou t b y K K` s s taf f ( i np u t f r om
c l ie n ts r ec ie v e d b y i nt er v ie ws ) .
P ers o ns s er v ed ar e i nf or m ed th a t t h e y
ha v e r ig h t to ap p l y f or r e p lac em en t of
s up p ort p er s o n ( v a l id at e d t hr o u g h t he
i nt er v ie ws ) .
25
20 . T h e s oc ia l s er v ic e pr o v i d er def in es a n d doc um en ts its p o l ic y o n et h ic s
th at r es p ec ts a nd as s ur es th e d i gn i t y of th e p ers o ns s er v e d, pro tec ts th em
f rom un du e r is k an d pr om otes s oc i a l j us t ic e
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p ri nc i pl es to r es p ec t a nd as s ur e t h e
d ig n it y of th e p er s on s s er ve d, pr ot ec t
th em f rom und u e risk and pr om ot e
s oc ia l j us t ic e ar e d oc um en t ed in
Hom e`s C o de of Et h ic s , t he is s u e is
c o ver e d in th e v a lu es of H KT , a nd i n t h e
un i t`s Ru l es of Pr oc ed ur e .
To ens ur e th at em plo ye e s a nd
v o lu nt e ers on th e Hom e` s C or e of
Et h ic s , th e y h a v e t o s i gn s pec i a l f orm
on it .
M in ut es of m eet i ng s wh er e t h es e
pr inc i p les h a v e b e en pr es e nt e d t o s taf f
an d d is c us s e d wh er e a va i l ab l e.
21 . T he s oc ia l s er v ic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t t he
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
26
T he p o l ic y an d pr oc e dur es to pr e v en t
ph ys ic a l, m en ta l a nd f i na nc ia l a bus e of
pers o ns s er ve d ar e s t at e d in f o l l o wi n g
doc um en ts :
Ri g hts a nd Res tr ic t i ons of C l ie nts
S er ve d a t a C ar e H om e;
Un i t`s Ru l es of Pr oc e d ur e ;
Pr oc e d ur e f or M a na g in g Pr o b l em atic
B eh a v i our of th e Cl i en t a nd to
Im plem e nt L im it at i o ns ;
Pr oc e d ur e f or A dm in is t er i ng C l i en t`s
P ers o n a l De b i t Car d, H KT ` s C l ie nt
Ac c ou nt an d C l ie n t` s Mo n e y i n C as h .
To e va l ua t e ef f ec t i v en es s of its
proc e d ures c o nc er n i n g m on e y, r e gu l ar
doc um en ta t io n c on tr ols ar e
im pl em ent e d ( r es p e c ti v e doc um en ts
wer e pr es en te d) .
T o ev a lu a te t h e ef f ec t i v en es s of i ts
proc e d ures c o nc er n i n g t h e wh o le is s u e
of pr e ve n ti o n of p h ys ic al , m en ta l a nd
f in anc i a l a b us e of p er s ons s er v e d m ore
i n- d e pt h, t he SW OT an a l ys is of th e
ac t i v it i es t o pr e v en t ab us e of p ers ons
s er ve d has b ee n c on duc t ed i n 2 0 15 i n
c oo p er at i on wi t h s taf f an d c l ie nts ( i np u t
f rom int er v i e ws ) . T h e r es u l ts h a ve b e en
d is c us s e d i n s taf f m ee ti n gs .
22 . T he s oc ia l s er v ic e pr o v i der pr o v id es s er v ic es i n a s af e s ys t em of
work i n g wi t hi n a s af e e n vi ro nm en t to e n s ure t h e p h ys ic a l s e c ur it y o f
pers o ns s er v ed , t he ir f am il i es a nd c ar e tak ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
27
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Ye ar l y r is k as s es s m e nts of th e work
p lac e h a ve be e n c o nd uc te d, r e la te d
ac t i on p la ns c r ea t e d and q uar t er l y
e va l u at ed . Eac h pl ac e of s er v ic e
pro v is i o n has its s p ec i f ic pl a n.
S af et y r u les an d pr i nc ip l es ar e
i nt egr a te d i n th e s e r v ic e pr oc e dur es
an d a ls o c o v er ed in H KT ` s Q ua l i t y
G u id e , in t he d oc um e nt of R i gh ts an d
Res tr ic t i ons of Cl i e n ts S er v ed at a
Car e H om e; an d in Pr oc e d ur e f or
Ma n ag i n g Pr o b lem at ic Be h a vi o ur of th e
Cl i e nt a nd t o Im p l e m ent Lim i ta t io ns .
T here is Ac t i on P l an in Cas e of Fir e
an d G u i de l i nes t o Pr o v id e F ir s t A id i n
K K. The em pl o ye es ha v e to sign
s pec i a l f or m tha t t h e y ar e a wa re of
reg u l at i ons on s af et y.
Dur i n g t he i nt er v i e ws was v a l id at e d
th at h e al t h a n d s af et y is ens ur ed a n d is
im por ta nt t o p ic i n th e or g a n is a t io n .
23 . The s oc i a l s er v ic e pr o v i der d ef i n e s , d oc um ents , m on it ors an d
e va l u at es a s e t of pr i n c i pl es , va l ues a nd pr o c ed ur es t h at go v er n b eh a v i our
i n s er vic e d e l i ver y c o nt a in i n g as p ec ts of c o nf i de n ti a l it y, ac c u rac y, p ri v ac y
an d i n te gr it y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
28
T he pr i nc ip l es , va l ue s an d pr oc e d ures
th at i nf l u e nc e b eh a v i our in s er v ic e
de l i v er y ar e def in e d an d d es c r i be d in
HKT `s B us in es s P l an ( obj ec t i v es ,
v is io n , m is s i o n, v a lu es ) , H KT `s
Em pl o ye e`s M an u a l, i n K K` s C od e of
Et h ic s , in the U n it` s R u les of
Pr oc e d ur e, i n th e Pr o c ed ur e of Ser v ic e
Pr o v is i o n, a n d i n H KT ` s Q u a l it y G ui d e.
A l l s t af f m em ber s h a ve to s i gn th e
s pec i a l f or m to ex pr es s t he ir
a war en es s on all a bo v e m ent i on e d
pr inc i p les , v a l ues a n d pr oc e d ur es .
It was v a l id at e d t hr ou gh i nt er v i e ws th at
th e is s u e is im po r ta nt an d we l l -
m anag e d i n K K.
24 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
proc e d ur es f or as s ur i n g c o nf i d en t ia l it y of d at a re g ard i n g t he pe rs o ns s er v e d
an d t he s er v ic e pr o v i d ed t o t hem .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p o l ic y a n d pr oc e dur es f or as s ur in g
c onf id e nt i a li t y r eg ar d i ng th e pers o ns
s er ve d an d s e r vic e pr o v id e d t o th em are
def in e d in the d oc u m ents of H KT `s
Q u al i t y G u i de , R u le s of Pr oc e dur e,
Ri g hts an d R es tr ic t i ons of Cl i en ts
S er ve d , an d in em plo ye e s ` j ob
des c r i pt i o ns . M or e s p e c if ic a l l y th e is s u e
29
is d ef i ne d i n Pr oc e d ur e of D oc um e nt
Ma n ag em en t ( a nd ex p la i ne d m or e in -
de p th in s p ec ia l g u id e l in es to the
l at ter) .
T he pr i nc ip l es a r e r e v i e wed wi t h s t af f
an d s er v ic e us e r s r eg u l ar l y. Bes i d es ,
th e m ore i n - d ep th e v a lu at i o n has b e en
c on d uc t e d b y c om pi l i ng SW OT ana l ys is
on c o nf i d en t i al i t y pr oc e d ur e an d
proc es s es .
In th e i nt er v ie ws t he s er v ic e us ers
i nd ic at e d t h at t he y a r e a war e of t he ir
ri gh ts , inc l u d in g r i g ht f or c onf i d en t ia l it y
of d a ta .
B es i d es , s p ec i a l c onf id e nt i al i t y
agr e em ent s ar e s i g n ed wi t h p ers o ns
(tra i n ees , v o lu nt e er s , but als o wi t h
au d it ors ) wi th o ut wor k c o ntr ac t .
25 . T h e s oc ia l s er v i c e pr o v i d er def in es th e r o les a n d r es po ns ib i l it i es ,
au t hor i ti es a nd t he i nt er r e la t io n of a l l p ers o n n el wh o m a n a g e, d es ig n,
de l i v er , s up p or t a n d e v a lu at e t he s er v ic e pr o v is i o n to pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
30
T he ro l es a nd r e s po ns i bi l i ti es of Inf orm at i o n on th e f unc t i o ns and
m anag em en t ar e d ef i ne d in H KT `s res p o ns ib i l it i es r e l at e d t o t he s er v ic e
Em pl o ye e`s M a nu a l, Q u al i t y G ui d e, a nd pro v is i o n at K K`s we b s it e is s c an t.
in H KT `s h om ep a g e in C or por a te
To s u pp or t po t en ti a l a nd new
G o v ern a nc e s ec t i on .
c l ie n ts / th e ir f am il y m em bers in f i n d in g
Ro l es a nd r es p o ns i b i l i ti es of s p ec i a l is ts th e r i g ht p ers on t o c o n tac t wi t h i n
wh o c om m unic at e d ir ec t l y wi t h c l i e nts c as e of c er t ai n is s ues , i t`s ad v is a bl e to
are doc um en te d in Q ua l i t y G u i de , J o b i nd ic at e r o l es an d r es p o ns ib i l it i es of
Ma n ag em en t Ru l es , P r oc es s of Ser v ic e K K`s s t af f .
Pr o v is i o n, a n d i n j o b d es c r ip t io ns of
Inf o ots e k li e nd i l e p a k uta v at e t ee n us t e
em pl o ye es a n d i ntr o d uc e d t o c l i en ts i n
os u t am is e ga s eo tu d ro l l id e ja
th e ir f irs t m eet i n g wit h K K` s s t af f an d i n
f ee db ac k m eet i ngs . f unk ts i o on i de k oh t a K K v e eb is o n n a pp .
S el l ek s , et te e nus e l e s oo v ij at e l j a uu te l
In f irs t m e et i ng b et we e n c li e nt a nd
k lie n ti d e l võ i ne n de lä h ed as te l o lek s
s pec i a l is t e v er y c li e n t g ets s u p por t in g
pers o n wh o h e l ps h i m /her d ur i n g th e v õ im al ik s el ge l t ar u s aa d a, k el l e p o o le
m ill is te k üs im us t e ga p öö rd u da , on
s er v ic e p er i od .
s oo v i ta v K K k o du l eh e l nä i da t a, m i ll is e d
B es i d es , s p ec ia l i nf or m atio n ph o n e is i n on t eg e v us j u h en daj a, va n em -
op er at i o n t o f ac il i ta t e p ot e nt i al s er vic e te g e vus j uh e nd aj a j a j uh a taj a r ol l i d n i n g
us ers / t h e ir f am il y m em ber s in f i nd i ng v as t ut us a la ) .
ap pr o pri a te s er v ic e pr o v i der ( a nd
ens ur i ng t ha t th e y ar e e li g i bl e f or
s er v ic es H KT pr o v i d es ) .
26 . The s oc i a l s er v ic e pr o v i der wo rk s in p ar tn ers h ip wi t h o t her
org a n is a t io ns i n t he pr o v is i o n of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
31
HKT a n d K K wor k i n c l os e c oo p er at i on
wi t h m an y p ar tn e r s : em pl o yers ,
Un em pl o ym e nt I ns ur a nc e Fu n d, l oc a l
m unic i pa l it i es , par tn er s in s er v ic e
pro v is i o n, f u n d er s , c om m un it y, the
A ge nc y of D ef enc e R es o ur c es ( i n c as e
of m il it ar y r e p l ac em e n t s er v ic e) etc .
In s er v ic e pr o v is io n K K c o op er at es wit h
l oc a l m u nic i p al i t ies , ot h er s oc i a l c ar e
s er v ic e pro v i d er s , l oc a l un em pl o ym en t
of f ic e , Arg e ns k a Fu n d , f un d i ng a ge nc y
(m os tl y wit h loc a l c as e m ana g er ), da y
c en tr es , S po r t Un i on of Es t on i a n
P eo p l e wi th M en t al D i s ab i l it i es , c u l tur a l
i ns t it u ti o ns , e tc . Ac ti v it i es r e la te d to
th e m os t im por t a nt par t n er s (l oc a l
un em pl o ym e n t of f ic e an d em pl o yers of
th e p ers ons s er v ed) ar e d es c r i b e d i n
an n ua l ac t i v it y p l a ns .
A dd e d va l u e of its pa r t ner s h i ps is
e va l u at ed r eg u l ar l y in H KT `s
m anag em en t m eet i ng s , by the K K`s
s taf f m eet in gs , m eeti n gs wi th
em pl o yers an d o th e r p ar t n er s , an d
dur i n g wor k pl a n d is c u s s i ons .
Inf orm at i o n on a dd ed va l ue f rom
c oo p er at i on r e l at i ons h ips is pr o v id e d
on K K`s we bs i te .
27 . T h e s oc i a l s er vic e p r o v i de r work s i n p art n ers h i p wi t h p ers o ns s e r ve d,
purc h as er s an d o th er s tak e ho l de rs i n th e d e v e lo pm en t of s er v ic es .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
32
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he pr i nc i pl es of i n v o l vem en t t hr o ug h
c o ll ec ti n g f e ed b ac k ar e d es c r i be d in
HKT `s Q u a li t y G u i de a nd in s p ec i al
doc um en t of Fe e db ac k S ys tem . Pers o ns
s er ve d , pu r c h as er s a n d ot h er
s tak e ho l de r s ar e i n vo l v e d in t he
de v e l opm en t of H KT ` s s er v ic es thr o ug h
m eeti n gs a nd f e ed b a c k s ur ve ys . A ls o ,
thr o ug h ou t H KT has c on d uc t ed
c om pre he ns i ve s ur v e y o n t he s er v ic e
ne e ds of a d u lts wi t h s p ec ia l n ee ds
wh ic h c o v er e d a l l s ta k eho l der s r e l at e d
to t h eir f i e ld of ac t i v it i es .
O n i nd i v i du a l bas is , th e i np u t t o th e
s er v ic e d e v e lo pm en t is r ec e i v e d f rom
th e de v e l opm en t an d e va l u at i on pr oc es s
of c li e nts ` in d i v id u a l p l ans .
28 . The s oc i a l s er v ic e p ro v i de r inc l ud e s p ers o ns s er v ed as ac t i v e
par t ic ip a nts in p la n n in g a nd h a ve s et u p ap pra is a l m ade up of on - go i n g of
an o n- go i ng s tr uc t ur e d d i a lo g u e pr oc es s in th e m an ag em en t of t h e s er v ic e ,
i nc l u d in g th e d ef i ni t io n of th e n ee ds , t h e d ef i n it i on of t h e s er vic es , as we l l
as of t h e e v al u at i on of q u al i t y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
33
T he pr i nc i p l es a nd p r oc e d ur es f or th e
i n vo l v em ent of p er s o ns s er v e d in th e
s er v ic e m a na g em ent ar e d es c r i be d i n
HKT `s Q u a l it y G u id e, Pr oc e d ure f or
S er v ic e D el i v er y, Fe e d bac k S ys t em , an d
i n Em pl o ye e` s Ma n ua l .
T he m ain m eth o d f or i n vo l v i ng pers o ns
s er ve d is i n d i v id u a l p l a nn i n g (i nc l
i de nt if yi n g c l i en t` s n ee ds , pl a n ni n g
s er v ic es , a nd e va l ua t i on of s er v ic es ) i n
th e f ram es of e la b or a t io n an d
e va l u at i on
of c l i e nt`s in d i v id u al p l an , c on d uc t i n g of
em po wer i ng c o n v er s a ti o ns wi t h c l ie n t,
an d in m ee t in gs wit h c l ie n t`s
reh a b i li t at i on t e am (m inu t es of m eeti n gs
wer e pr es en te d) .
T o s up p ort em pl o ye e s i n t h is pr oc es s ,
G u id e l in es of Us i n g C li e nt`s
Ca p ab i l it i es E v a l ua t i on Q ues t io n n air e
an d C om pi l at i on of In d i vi d ua l P la n h a v e
be e n e la b or a t ed . Also G u id e l i nes of
Em po wer i n g C l i en t wi th S p ec i a l M en t al
Ne e ds ar e a va i l ab l e.
T he c ri t eri o n was ver if i e d a ls o t hro u gh
ex p l or i ng c l ie n t f il es a nd th ro u gh
i nt er v ie ws wi t h s t af f a nd c l i e nts , a n d
th e ir f am i l y m em ber s .
29 . T he s oc i al s er v ic e pr o v id er i ns t it u tes an a nn u a l e v a l ua t io n of
par t ic ip a ti o n of per s o n s s er v e d bo t h o n i nd i v i du a l a nd / or gr ou p b as i s .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
34
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m eas ur es , ac t i vi t i es a n d p o l ic y f or
c l ie n t p ar t ic i p at i o n ar e a gr e ed wi t h
pers o ns s er v ed a nd t h eir f am il y
m em bers . The c l i en ts ` r i g hts to be
i n vo l v ed in t he m an ag em ent of s er v ic es
are d es c r ib e d in th e R i g hts a nd
Res tr ic t i ons of C l i en t s S er ve d a nd i n
HKT `s Q u a li t y G u i d e.
At c o ll ec ti v e le v e l, t he e va l u at i on of
par t ic ip a ti o n p o l ic y, pr oc e d ur es a nd
ac t i v it i es ar e c ar r ie d ou t b y c on d uc t i n g
SW OT ana l ys es of pr o c ed ur e, m e as ur es
an d ac t i v it i es f or i n vo l v em ent of c li e nts
an d t h ei r tr us t ees ( c l i e nts ` i np ut thr o ug h
i nt er v ie ws ) .
P ers o ns s er ve d c a n a ls o g i v e f ee db ac k
on r ec e i ve d s er v ic es an d i n vo l v em ent
proc e d ures at c l i en ts ` m eet i n gs
(m inu tes wer e pr es e n t ed) .
30 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s pec if ic i ns tr um ents f o r us ers t o
im pr o v e t he ir pe r s o n a l em po werm e nt a n d pers o na l s it u at i on a nd . t ha t of
th e ir c om m un it y
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
35
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic es de l i v er y.
Re l at e d ac t i v it i es wer e e v i d enc e d in
s er v ic e d el i v er y pr oc e s s es a n d br o ug h t
ou t i n in ter v i e ws wit h s taf f an d p ers ons
s er ve d . C A Re ( Com pr eh e ns i ve
A ppr o ac h of Re h ab i l it a ti o n)
m etho d o lo g y is us e d in H KT an d K K .
In d i v id u al p l ans ar e c om pi l ed bas e d o n
CA R e m eth o do l o g y an d s i nc e 2 01 5
us in g of o n - l in e f or m s wi th gu i d e li n es
ens ur e t h e a d eq u at e im pl em ent a ti o n of
th e m et ho d. Als o G u i de l i nes of
Em po wer i n g C l i en t wi th S p ec i a l M en t al
Ne e ds ar e a va i l ab l e f o r s t af f .
B es i d es p ar t ic i pa t io n in i n di v i d ua l
p la n ni n g and e v a lu at i o n, an d
par t ic ip a ti o n i n c li e nt m eet in gs , c l ie nts
are pr o v id e d dif f er en t o p por tu n i ti es to
de v e l op t h e ir s k i l ls to c o pe
i nd e pe n de nt l y i n ur b a n en v ir o nm ent a n d
to m an a ge t he ir o wn l i ves . T h e m os t
im por ta nt of t h es e a r e t h e s k i lls a n d
c om pet e nc es to c op e in wo rk
en v ir o nm ent .
HKT h as d e v e lo p ed p er f or m anc e
i nd ic at ors to m eas ur e t he r es u lts in
em po werm en t of per s o ns s er v ed .
O bj ec t i ves a n d r es ul ts ar e pr es e nt e d i n
an n ua l p la ns a n d q u ar te r l y r e vi e ws , f . e.
da t a o n p er s ons s er v ed wh o ge t a n d
m aint a i n j ob .
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
36
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Em po werm en t of p er s ons s er v ed is a n
i nt egr a l p ar t of s er v ic es de l i v er y.
Pr i nc i p l es of em po we r m ent are
reg u l at e d in H KT ` s Q u a li t y G u id e .
Re l at e d ac t i v it i es wer e e v i d enc e d in
s er v ic e d el i v er y pr oc e s s es a n d br o ug h t
ou t i n in ter v i e ws wit h s taf f an d p ers ons
s er ve d .
T hrou g h i nd i v i d ua l p l a nn i n g an d
37
e va l u at i on pr oc es s ( ev a l ua t io n /
f ee db ac k s he ets ) th e ap pr opr i at e
em po werm en t m eas ur es are
de t erm in ed .
St af f m em ber s ar e t r a in e d t o s u p p ort
th e em po wer m en t of s er v ic e us ers ( a l l
ha v e e d uc a t io n a l b ac k gr ou n d i n S oc ia l
W ork ) and t he s u bj ec t is d is c us s e d
dur i n g K K` s s taf f m eet i ngs . A l l ne w s taf f
m em bers p as s i n tr od uc tor y tra i n in g
m odu les and wor k g ui d anc e , and
dec l ar e i n s ig n i ng s pec i a l f or m s tha t
th e y are a war e of al l nec es s ar y
proc e d ures a nd g u i de l i nes , i nc l u d in g
th os e r el a te d to em po wer m en t of
s er v ic e us er s .
In c as e of v o l un t e er s an d p ers o ns
pas s i n g t he ir m il i t ar y r e p l ac em en t
s er v ic e in H KT ` s un it s , s p ec i a l
G u id e l in es f or Em po wer i n g C l i en t wi t h
S pec i a l Me nt a l Ne eds have b e en
e la b ora t ed a nd t he y p as s s p ec i al
i ns tr uc t i o n.
32 . T h e s oc i a l s er v ic e pr o v i d er s el ec ts pr ogr am m es wh ic h ar e bas e d on a
ne e ds as s es s m en t a t th e loc a ti o n wh ic h i s m os t c on v e n ie nt f or th e pers o n
s er ve d , f am i l y a nd c a r e tak er s
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
38
K K h as a n o v er v ie w of the ne e ds of th e O n e c l i e nt no te d i n t he i nt er v i e w th at
pers o ns s er v e d a nd th e n ee ds of he pref ers to l i ve in c o un tr ys id e , c o up l e
po t en t ia l p er s ons s er v ed ( r eh a b il i ta t i on of c li e nts n o te d t ha t th e y n ee d m or e
39
p la ns an d i nd i v i d ua l p la ns of p ers ons pe ac ef u l e n vi ro nm en t (l es s p e op l e) i n
s er ve d inc l ud i n g c on t in u it y ne e ds , K K. A ls o, th e s t af f m em bers of H KT
c l ie n ts ` f e e db ac k s ur v e ys a nd an d KK c o ns i d er t he s p l it t in g th e
i nf orm at io n f r om c l i en ts ` m ee t in gs , ap ar tm ent of 15 p ers o ns l i v i ng in
wa i ti n g l is ts , inf or m at io n f rom c om m uni t y to t he t wo s m all er on es a nd
c oo p er at i on p ar tn er s (f . e. tr yi n g to f i nd p ro p er h om e f or c l i en t
rep res e nt at i v es of lo c a l g o v er nm en ts wh o d oes n` t l ik e t o l i ve in c i t y. T he
an d f u nd er ) , g en er a l po p u la t io n ef f orts ens ur e s ui t ab l e s o l ut i o ns f or a ll
s ta t is t ic s ). T o u n der s t an d t h e ne e ds of c l ie n ts s ho u l d be c on t i nu e d.
po t en t ia l c li e nts an d o th er s t ak eh o ld ers
Ük s k li en t m ärk is i nt er vj u u l, et ta
re la te d to th em m or e i n - de pt h , the
ee l is tak s e la d a m aa l, pa ar k l ie n ti
S ur ve y o n t h e N e ed f or S er v ic es f or
A du l ts wit h S p ec i a l Ne e ds h as be e n m ärk is id, e t na d v aj ak s id r a h ul ik um at
k es k k onda ( v ä hem i n im es i) Ka u nas e
c on d uc t e d b y H KT i n 2 01 3 .
K od us . K a HKT j a K K tö öt aj ad k aa l u va d
K K of f ers its s er v ic e s i n 3 d if f ere nt 15 i nim es e k og uk o nn a s el am is e k ort er i
b loc k of f l a ts wh er e c l i en ts l i v e in s am e j ag am is t k a hek s ja p üü a v ad l e i da
bu i l d in g wit h r es i d en ts of T ar tu c i t y. s ob i v at k od u k li e nd i l e, k ell el e e i m ee ld i
T he loc at i o n in t he c it y is f a vo ur ab l e e la d a l in n as . K õ i g il e k l i en t id e l e
bec a us e of ac c es s t o j o bs ( KK h as s ob i v at e la h en d us t e ots im is t t u lek s
us e d th is a d va n ta g e ex c el l e nt l y as j ätk at a.
m os t of th e c l i e nts ha v e j o b) . Bo th
tra ns por t, an d p os s i b il i t ies t o s p e nd At K K`s we bs it e th ere is on l y few
i nf orm at io n o n th e l oc at i on a n d ac c es s
l eis ur e t im e ar e we l l ac c es s i b le ( KK
to t he K K a par tm ents (th e a dd res s a n d
s u its to t he c l ie nts wit h ac t i ve l if e
s t yl e ) . I n c as e of s o m e c l ie nts , f am i l y s ug g es t i on to s e arc h th e l oc at i o n m ap
f rom the i nt er ne t). As th e ac c es s t o th e
m em bers l i v e i n s am e c it y. T h er e is a
K K`s b u i l di n gs is n ot eas y, t o pr o v i de
wa i ti n g l is t t o t he K K.
m ap an d i ns tr uc ti o n i n K K`s we bs i t e.
A ls o , i nf orm at i o n on th e ac c es s by
pu b l ic tr ans p ort at i o n c ou l d b e a dd e d.
K K p ak ub om a k o du l e he l vä h e i nf ot K K
as uk o ha k oht a ( a i n u lt a adr es s ja
s oo v i tus l e i da as uk oh t j a f ot od G o o g le
Ma ps ` i k au d u). S e ep ä ras t o n e tt e pa n ek
l is a d a KK k od u l eh e l e as ut us e
as uk o hak a art ja j uh is e d
k oha l ej õ udm is ek s . I nf ot võ ik s p ak k uda
k a ü his tr ans p ord i g a k o ha l ej õ u dm is ek s .
40
33 . T he s oc i a l s er v ic e pr o v id er of f ers pr o gram m es c ons is t en t wi t h th e
i de nt if ie d n ee ds of i ts c us t om ers an d o bj ec t i v es f or t h e pr ogr am m e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT c o op er at es wit h f un d in g body
(S oc ia l I ns ur anc e B oar d) an d h as
de t erm in ed i ts n e eds an d ex p ec ta t io ns .
Co ntr ac t h as be e n s ig ne d wi t h f u nd i ng
bo d y to pr o v id e s pec i a l we lf ar e
s er v ic es .
T he n e e ds of d if f er en t s tak e ho l de rs
ha v e be e n d is c us s ed dur i n g m eet i ngs
an d d a il y c o o per a t io n ( thr o ug h e - m ai ls ,
ph o ne ) a nd in s a t i s f ac t io n s u r ve ys
c onc er n in g a l l m a in s t ak eh o ld er s .
T he s uc c es s a nd r es u l ts of t h e ex is t in g
s er v ic es ha v e be e n d e ter m i ne d a n d ar e
des c r i b ed in Q uar t e r l y R e vi e ws of
A nn u a l Pl a ns an d i n an n ua l r e por ts
(f .e. em pl o ym e n t r at e of p ers o ns
s er ve d , tr a in e es h os te d in K K; an d
K K`s c l ie nts as tr a in e es in ot her
i ns t it u ti o ns ; c l i e nts ` r e ha b i l it at i on p l a ns
im pl em ent e d) ; a n d at i nd i v i du a l l e v el in
i nd i v i du a l p l ans of p er s ons s e r ve d.
41
34 . T h e s oc i a l s er v ic e pr o v i d er o p er at es i nd i v i du a l pr oc es s es t ha t are
dr i ve n b y t h e ne e ds of t he pers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l re l at e d i nf or m at i o n is d oc um en t ed
i n i n di v i d ua l p la ns of per s o ns s er v e d
wh ic h was ver if i e d by ex am p les of
c l ie n t d oc um ent a ti o n s e en d ur in g th e
s it e vis i t.
Ne e ds of p er s ons s er v ed ar e d is c us s e d
an d agr e ed f r om th e m om ent c l i e nts
are en t er in g t he s er v ic e an d ar e
m onit or e d c o n ti n u ou s l y dur i n g the
s er v ic e pr oc es s . I n d i vi d ua l s er v ic es
nec es s ar y f or c l ie nts ( des c r i b ed i n t h eir
Re h ab i l it at i o n P l a ns an d I n di v i d ua l
P la ns ) ar e ar r a n ge d.
In d i v id u al P l a ns ar e c om pi l ed bas e d o n
CA R e m eth od o l og y) . T he n ee ds an d
ex p ec ta t io ns of t he s er v ic e us ers ar e
en t ere d in to th e ir In d i v id u a l P la ns
us in g s am e wor d i n g h as c li e nts d o.
Cl i e nts s i g n t h e pr in t - ou ts of I nd i v i d ua l
P la ns .
T he p roc es s its e lf is d es c r ib e d in t he
HKT `s s er v ic e de l i v er y pr oc es s es .
42
35 . T h e s oc i al s e r vic e pr o v id er d oc um ents t he p l a nn i n g of s er v ic e s b as e d o n
th e id e nt if ic a ti o n of in d i vi d ua l n ee ds an d ex pec t at i ons of p ers ons s er ve d i n
an I n d i vi d ua l P la n.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e p ro v i d e rs m eet t h is
c rit er i on t h e EQ U A S S As s ur a nc e c er tif ic a t io n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S er v ic e us er s of HKT / K K h a ve
In d i v id u al P l ans th at c on ta i n d es ir ed
s it u at i on of th e p er s o ns s er v e d, g o a ls ,
m eas ur ab l e o bj ec t i v es , in te r ve nt i o ns ,
an d p ers on n e l r es po ns i bl e .
E ac h In d i v id u a l P l a n is a gr ee d b y t he
pers o n s er v e d a nd his /h er f am il y
m em ber or g u ar d i a n , an d s u p por t in g
pers o n.
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he m ai n s er vic e d e li v er y pr oc es s es are
i de nt if ie d and d es c r i be d in HKT `s
S er v ic e De l i v er y P r oc es s , Q ua l i t y G u i d e
an d Em p lo ye e ` s M a nu a l.
T he m ai n s er vic e d e li v er y pr oc es s es are
reg u l ar l y r e v ie we d in t he f r am es of
43
i nt ern a l a ud i t pr oc e s s es an d in the
HKT `s s taf f m ee ti n gs .
T he m ai n s er vic e d e li v er y pr oc es s es are
i n l i ne wi t h H KT ` s v i s i on , m is s i on an d
qu a l it y p ri nc i pl es .
37 . T h e s oc i a l s er v ic e pr o v id er r e vi e ws th is d e l i ver y p roc es s a n d m ain t ai ns
c on tr ol o ver t h e d el i v e r y of th e s er v ic e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT m on it or s i ts s er v ic e de l i v er y
proc es s es t hr o ug h r eg u l ar in t ern a l
au d its . C or r es p o nd i n g au d it r ep or ts ar e
c om pos e d . T he o utc om es of int er n al
au d its ar e d is c us s e d in m an a gem en t
m eeti n gs .
T he pr i nc i p l es of a r r a ng i ng i nt er na l
au d its ar e d es c r ib e d in H KT ` s Q u a l it y
G u id e . EQ U A S S s e lf - e v a lu a ti o n are
c ons i d ere d as i n ter n a l a u di t. B es id es ,
t wo t yp e s of in t e r na l a ud i ts a re
arr an g ed .
Firs t, i n ter n a l a ud i ts ar e c on d uc t e d b y
th e m ana g er s of hom e s ( the m an a ger of
on e hom e c o n duc ts in t er n a l au d it i n
an o th er hom e) . In ad d it i on to th e in p ut
f or s er v ic e d e ve l opm e nt , t h is pr ac t ic e is
c ons i d ere d as us e f ul m et h od f or
l ear n i ng f rom e ac h o t h er . T he las t
44
i nt ern a l au d it i n K K was c o nd uc t e d o n
th e adm i nis tr at i on of c l ie n ts ` d e bt c ar d
an d m one y i n c as h; a nd on c om pos it i on
of c li e nts ` p er s o na l f i l es ( 2 01 4) .
S ec o n d, the m ana gem en t of H KT
dec i d es th e is s u es ( 4 - 5 is s u es p er ye ar)
to a u d it b y ex t er n a l a u d it or s .
T he o utc om es of i nt er n a l a u d its are
ref l ec t e d i n A nn u a l Re por ts of H KT .
Re g ul ar m ee ti n gs , c h e c k s and r e v i e ws
are c o nd uc t e d b ot h in HKT as a wh o le
an d i n K K to as s ur e m aint a i n in g c on tro l
o ver th e de l i v er y of s er v ic es . T he m ai n
c hec k s an d r e v i e ws a r e r ef l ec te d i n t he
an n ua l p l a n a nd its q u ar t er l y r e p orts .
38 . T he s oc i a l s er v ic e pr o v id er e ns ur es th at the pers o n s er v ed c a n ac c es s a
c on t in u um of s er v ic e s th at s p a n f rom ea rl y i n ter v e nt i o n to s u pp or t a nd
res p o n d t o c h a ng i n g r eq u ir em ents o v er t im e .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a nd K K e ns ur e tha t t he pers o ns
s er ve d can ac c es s a c on t in u um of
s er v ic es as n ee ds o f per s o ns s er v e d
are e v a lu a te d an d d es c r i be d in
i nd i v i du a l p l ans . T he e v a lu at i o n of
c on t in u it y of s er vic es is po i n te d ou t i n
K K`s a nd H KT ` s a nn u a l ac t i v it y p l a ns .
In c o op er at i on wi t h s tak e ho l de r s a n d
par t ners (m un ic ip a l g o v er nm e nts , ot h er
45
s er v ic e pro v i d er s , s c h oo ls , etc ) , KK a ls o
tak es c ar e th a t th e i r p er s ons s er ve d
c ou l d g et n ec es s ar y s er v ic es and
s up p ort af ter l ea v i ng f r om KK`s
s er v ic es . For ex am p le , ac c or d i ng t o t he
HKT `s b us i n es s p la n , H KT wi l l en d t he
s er v ic e of s up por te d l i v in g as it s h o u ld
be the s er v ic e pr o v id e d by local
m unic i pa l it i es . T o e ns ur e t he c o nt i n ui t y
of s er v ic es f or th os e K K` s c l i en ts wh o
c urr en t l y g et s er v ic e of s u pp or te d l i vi n g
an d wh o wo u l d ne ed it in f ut ur e,
ne g ot i at i ons wi th T ar t u Ci t y G o v er nm ent
are go i n g o n to gu a r an t ee nec es s ar y
s er v ic es f or K K` s c l i e n ts .
T he m eas u r es to e ns ur e c o nt i nu i ng
s er v ic e d e l i v er y ar e d es c r ib e d i n H KT `s
Q u al i t y G u i de and S er v ic e D e l i ver y
Pr oc es s .
39 . T h e s oc i a l s er v ic e pr o v i d er d e ve l o ps a s e am les s c o nt i n uum of s er v ic es a n d
red uc es b ar r ier s i n a m ult i - d is c i p li n ar y or m u lt i- ag e nc y s et t in g .
Rem ark f rom the au d i tor : T he s er v ic es of the s oc ia l s er v ic e pr o v i ders m ee t t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
In i ts e v er yd a y ac t i vi t i es , K K a n d H KT
as a wh o l e i d en t if y b ar r ier s t o s m oot h
an d c o nt i nu o us s er v ic e de l i v er y, a n d t o
ac c es s i b i li t y of t h ei r s er v ic es . H KT
rep or ts o n s o l ut i ons to s uc h p r o b lem s in
its A nn u a l Ac t i vi t y R ep or ts . Pr ob l em s
are ad dr es s e d i n H KT ` s B us i nes s P la n.
46
T o s ol v e th e pr ob l em s of ac c es s i b i l it y
an d c on t in u it y, H KT h as m ade
am endm e nt pr o p os als of S oc i a l W elf are
Ac t ( pr op os a ls a d dr es s e d to th e
M in is tr y of S oc ia l Af f air s wer e
pres e nt e d as pr oof ) .
KK h as m ult i d is c ip l i nar y a ppr o ac h in
th e ir s e r vic e d el i v er y. Fo r t ha t they
c oo p er at e wi th r e h ab i l it at i on t eam s of
th e ir c l ie nts ( i n d i vi d u a l p l an s g et i n pu t
f rom reha bi l i ta t io n p l ans ) , ps yc h i atr is ts
an d o t her ph ys ic i a ns (in c as e of
tre atm e nt n ee d e d) , pr o v id er s of
reh a b i li t at i on s er v ic es , an d o th er
par t ners / s e r vic e pr o v i ders
(un em pl o ym en t of f ic e , m unic i p al i t y, d a y
c en tr es , e tc ) .
As on e of t he KK ` s p u r pos es is to as s is t
its c l i en ts in pr ac t ic i n g e v er yd a y l if e as
s im il ar as pos s i b le t o “ n or m al l if e” an d
to c o p e wit h e v er yd a y bus in es s , th e KK
do es n`t pr o v id e a ll s er v ic es n ec es s ar y
to i ts s er v ic e us er s i n K K b ut as s is ts
th em i n go i n g t o d oc tor s , p ar t ic ip a ti n g
i n r eh a b i li t at i on t e am m eeti n g, g o i ng t o
work o r ot h er p lac es , etc .
40 . T h e s oc i a l s er v ic e pr o vi d er o pe ra tes s er v ic es f rom a h o l is t i c a p pro ac h
bas e d o n t he ne e ds a nd ex p ec ta t io ns of t h e p ers o n s er ve d wit h th e a im of
im pro v i ng t h e qu a l it y of lif e f or t h e pe rs o n s er ve d .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
47
KK us es c l ie n t - c en tr ed h o l is t ic
ap pr o ac h , wh ic h aims to im pr o ve
c l ie n t`s q ua l i t y of l if e . Det er m i na t io n of
qu a l it y of lif e of e ac h i nd i v i du a l s er v ic e
us er is i n te gr at e d in to p er s o n - c e ntr e d
p la n ni n g. As a p ar t of in d i v id u a l p la n ,
HKT a nd its KK us e s p ec ia l e - f orm
bas e d on C A Re m eth o do l o g y to
m eas ur e qu a l it y of l if e ( i nc l t h e is s ues
of he a lt h , f r ee t im e, f in anc i a ls , f am i l y,
s e lf - es t e em , ac t i vi t ies ) an d t he qu a l it y
of l if e is de t er m in ed in d i vi d ua l l y b y e ac h
s er v ic e us er ( a n d ex pr es s e d i n h is / h er
i nd i v i du a l wor d i ng) . R es p ec ti v e g oa ls i n
i nd i v i du a l p l ans a r e s et in c o o pe ra t io n
wi t h s er v ic e us er s .
T he q ua l i t y of l if e i n it i at i v es `
ef f ec t i ve n e s s is m o ni tor e d; r es u lts a re
m eas ur ed and r ep or te d in in d i v id u a l
p la ns . At c o l l ec t i v e l e v e l, t he qu a l it y of
l if e is als o m on i tor e d an d r e por t ed i n
Q u art er l y R e v ie ws of An nu a l Ac t i on
P la ns (in c as e of s om e c ert a in
i nd ic at or) .
41 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es t he ne e de d c om pe te nc es , s k il ls
an d s u p por t f or s taf f t o e nh a nc e t h e qu a l it y of lif e f or p ers o n s er v ed .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he n ec es s ar y s k il ls an d c om pe t enc es T o br in g t h e at te nt i o n of th e em pl o ye e
are des c r i b ed in j o b d es c r ip t io ns . T h es e an d h er/ h is s u p er v is or o n t he n e ed t o
48
are e v a lu a te d a nn u a ll y d ur in g e va l u at e em pl o ye e`s s pec if ic s k il ls a n d
em pl o ye es ` per f or m anc e reviews. c om pet e nc es to s u pp ort l if e qu a l it y of
T rai ni n gs ar e pr o v id ed t o em p lo ye e s , s er v ic e us ers ( an d ot her c e ntr a l is s ues
wh ic h was e vi d enc e d b y tr a in i n g p l ans , re la te d to c l i en t work , f . e.
tra i n in g re p or ts of K K , i nt er v ie ws a n d em po werm en t), t he s ec ti o n of
s taf f m eeti n g m inu t es ( t hos e s t af f e va l u at i on of s k i l ls a n d c om pet e nc es of
m em bers wh o h a ve p ar t ic i pa t ed in th e pr e pa ra t io n f o rm f or an nu a l
tra i n in gs r ec en t l y, s h ar e t h eir perf orm anc e r e v ie w c ou l d be
k no wle d ge wi t h ot h er s ) . s up p l em ent e d wi t h r es pec t i ve k e ywo r ds .
S el l ek s , et tuua t öö t aj a ja t em a
s up er v i is ori / j uh i tä h el ep a nu v aj ad us e le
h in n at a ar e ng u v es t l u s e k äi gus tö ö taj a
s pe ts i if i l is i os k us i ja k om pet e nts e
k lie n d i e l uk va l i te e d i t oe tam is ek s
(s am ut i te is i o l u lis i k l ie n d it öö
k om pet e nts e n a gu nt j õ us t am in e),
tu l ek s ar en g u ves t lus e v orm i os k us t e j a
k om pet e nts i de h i nd am is e os as s e l is a d a
v as t a v ad m ärk s õna d / n ä it ed .
42 . T h e s oc i a l s er vic e pr o vi d er i de nt if ies i ts bus i n es s r es u l ts a n d pr o vi d es
f orm al p er io d ic a n d i nd e pe n de n t re v i e w a nd pr oc e d ures to ac h ie v e t h e
tar g et ed r es u l ts .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HT K an d i ts K K s et t he ir o bj ec t i v es in
A nn u a l P la ns of th e u n its .
Res u lts ar e r e p or t ed in Q uar t erl y
Re p orts of K K` s A n n ua l P la ns , A n nu a l
Ac t i v i t y Re p or ts of HK T and Ye ar - B ook s
of H KT pres e nt e d i n H KT ` s we bs i t e.
49
Ex t er n al r e v ie ws ar e m ade by t he
f un di n g b o d y a n d C ha nc e l l or of J us t ic e
i n th e f r am es of s u per v is io n .
A nn u a l Re p or ts are a ud i te d by
i nd e pe n de nt s wor n au d it or . An n ua l
Re p orts a nd r e p or ts on im p lem en t at i on
of An n ua l Pl a ns ar e p r es e n te d t o H KT `s
B oar d (g o v er n i n g b od y) .
Ex t er n al a u d its ar e a ls o c ar r ie d o ut i n
c as e of a n e ed .
43 . T h e s oc i al s er v ic e pr o vi d er i d en t if i es an d re g is t ers t he ou t c om es a n d
be n ef i ts f or p er s o n s er ve d of th e rec e i v e s er v ic es on in d i v i du a l a nd
c o ll ec ti v e b as is .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
K K ga t hers a n d doc u m ents inf or m ati o n
reg ar d in g r es u lts of pr o v i d i ng s er v ic es
bo t h on in d i v id u a l a nd c o l l ec t i v e bas is .
At i n d i vi d ua l l e v el , t h is i nf or m at i on is
a va i l ab l e i n in d i v i du a l ac t i o n p l a ns an d
f in a l e va l u at i on r ep or t s / r es um es .
At c o l l ec t i v e le v e l, th e s um m ar y of
ac h i e v ed r es u lts a n d b en ef i ts of t he
rec e i v e d s er v ic es ar e als o m eas ur e d
an d pres e nt e d i n Q u ar t er l y R e por ts of
A nn u a l P l ans , a nd d is c us s e d i n s t af f
m eeti n gs t wi c e a ye ar ( m inut es of th es e
m eeti n gs wer e pr e s en t ed) . S er vic e
us ers ` an d t he ir f am il y m em ber s `
50
s at is f ac t io n o n s er v ic es ar e m eas ur e d
onc e ar e ye a r by c o n duc t in g
s at is f ac t io n s ur v e ys an d r e p or t ed in
A nn u a l Re p or ts .
44 . T he s oc ia l s er v ic e pr o v i d er e v a lu a tes i t s bus i nes s r es u lts i n ord er to
de t er m in e b es t v a lu e f or p urc has ers a nd f u n ders ( ‘b e s t v a lu e ’ c a n a ls o be
ex pr es s e d in r e l at i o n to t he i nc r e as e d q ua l i t y of l if e of f er ed t o t h e pers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a nd its K K e va l ua te t h e r es u lts Inf orm at i o n o n bes t v a lu e f or s er v ic e
an d a d de d va l u e of its wor k dur i ng us ers an d p urc ha s ers c o ul d be
m eeti n gs a nd t hr o ug h s er v ic e us ers c om m unic a te d thr o ug h K K we bs it e ( t he
an d ot he r s t ak eh o ld er s ` ( f am i l y reas o ns wh y to c h oo s e K K`s s er v ic e
m em bers , f u n d er s ) s ur v e ys . R es p ec t i v e f rom the ra ng e of s er v ic es a v ai l a bl e in
s ubj ec ts ar e r ef l ec t e d i n t he Q u ar ter l y m ark et).
Re p orts of A nn u a l P la ns , a n d i n ye ar l y Inf o t t e e nus e l is a v ä ärt us es t te e nus e
Ac t i v i t y Re p or ts / Ye a r - B ook s . s aaj a le ja os tj a l e v õ ik s j ag ad a KK
k odu l eh e l ( nt põ hj us e d, m ik s ee l is t ad a
In d i v id u al pl a ns of s er v ic e us er s a r e KK te e nus t t e is te l e s a ad a ol e v at e l e
reg u l ar l y e v al u at e d inc l ud i n g l if e te e nus te l e) .
qu a l it y is s u e wh ic h e n s ur es t h at a d de d
v a lu e of t h e s er v ic es f or qu a l it y of l if e
is m on it or ed . T o h a ve c om ple t e v i e w at
c o ll ec ti v e l e ve l , the d is c us s i o ns on
s er v ic e us er s ` i nd i v i du a l p l a ns ar e h e ld
i n s taf f m eet i ngs t w i c e a ye ar .
45 . T h e s oc ia l s er v ic e pr o v i d er e va l u at es th e i n di v i d ua l a n d c o ll ec ti v e
s at is f ac t io n of p er s o n s s er v ed a nd ot h er s t ak eh o ld ers b y in t ern a l an d/ or
ex t er na l e v a l ua t io n.
51
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S at is f ac ti o n e v al u at i o n i n H KT an d K K S ee t h e s ug g es t i o n on c ri t er io n 3 .
is c om pre h ens i v e. T he pr oc es s of
c o ll ec ti n g f ee d bac k is d ef i ne d in Vt k rit e er ium i 3 s o o v it us t .
Q u al i t y G u id e a nd s pec i a l doc um en t
Fe ed b ac k S ys tem .
Q u al i t y G u i de a nd s p ec ia l d oc um ent of
Fe ed b ac k S ys t em s et th e pr inc i p les f or
as s ur i n g a p pr opr i at e an d obj ec t i v e
m eas ur em ent of s t ak eh o ld ers `
s at is f ac t io n.
K K c o nd uc t r e g u lar s ur ve ys t o r ec e i ve
f ee db ac k f r om the p er s ons s er v e d an d
th e ir f am i l ies . S p ec ia l f ee d bac k f orm s
are d e v e lo p ed f or eac h t ar g et gr ou p ( t o
ge t a p pr opr i at e f e ed b ac k f r om s erv ic e
us ers , t h e f ee d bac k f or m is s im ple a n d
em otic o ns ar e us ed) . HKT c e ntr a l l y
c on d uc ts r eg u l ar s ur ve ys to ge t
f ee db ac k f r om f und in g b od y an d
em pl o yers .
T he is s ue of s at is f ac t i on e v a l ua t io n is
d is c us s e d a t t h e m eet i ngs of s er v ic e
us ers i n or der to as s ur e ap pr o pr ia te
m eas ur em ent .
In c as e s e r vic e us er s ar e n o t a bl e t o
f il l f e e db ac k s h e ets , they are
i nt er v ie we d b y p er s o n ne l of K K .
52
B es i d es , t h er e is p o s s i bi l i t y to s en d
f ee db ac k us in g i nt er n et f or m in HT K`s
we bs it e.
T he is s u e is r ef l ec te d in H KT ` s an n ua l
rep or ts .
46 . T he s oc i a l s e r v ic e pr o v id er p ro v i des ac c es s i b le an d e as il y
un d er s t a nd a b le r ec or ds on o utc om e, i nc l ud i n g p ers o na l p erc e pt i on a n d
ac h i e v em ents
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he rec or ds on outc om e are S ug g es t i on f or K K to be m ore pr o ac t i v e
c om m unic a te d to s t ak eh o ld er s , s t af f i n c om m unic a ti n g i ts res u lts a n d s e nt
an d p ers ons s er ve d. i nf orm at io n o n t h e pu b lic a ti o n of H KT `s
A nn u a l R ep or t ( Ye ar - B ook ) d ir ec t l y to
HKT c om p l ies onc e a ye ar th e K K `s p art n ers (c l i en t s ` em pl o ye rs ,
c om pre he ns i ve A n nu a l R ep or ts ( ye ar - l oc a l u n em pl o ym e nt of f ic e, l oc a l
bo ok s ) on H KT as a wh o le a nd wi t h go v er nm ents , etc ) a nd f un d i ng body
s pec i a l s ec t i on o n e ac h H KT ` s h om e (l oc a l c as e m ana g er s ) as in te r vi e we d
wh ic h ar e a v ai l a bl e f o r a l l s t ak eh o ld ers par t ners a nd th e r epr es e nt at i v e of
i n HKT `s we bs i te . f un der wer e in te r es t e d of th is
i nf orm at io n ( b ut n ot i nf orm ed o n t he
A nn u a l P l a ns ` Q u ar t er l y R e v ie ws ar e
a va i l ab i l it y of An n ua l Re p orts ) .
d is c us s e d i n c l i en t e x per i e nc e gr o ups
In a dd i ti o n, i nf orm at i on on K K`s
(m inu tes a v a i la b l e) a nd s t af f m eet in gs
c ha l l en g es , o bj ec t i v es an d
(m inu tes ) .
ac h i e v em ents c o u ld b e s pre a d thr o u gh
HKT `s A nn u a l Re p or t s i nc lu d e p ers o n a l K K`s we bs i t e. To il l us t ra te th is
perc e pt i o ns and ac h ie v em en ts (f .e . i nf orm at io n, it is a d v is ab l e t o i nc lu d e
ac h i e v em ents f r om s p or t c om p et it i o ns ). c l ie n t s t or ies / ex am pl es t o d em ons tra t e
K K`s g oo d res u lts ( qu a li t at i v e da t a).
53
Et t ep a nek K K` l e o l l a om a tu l em us tes t
i nf o j ag am is e l pro ak ti i vs em j a s aat a i ga -
aas t as e l t inf o HK T aas t ar a am atu
i lm um is e k oht a o ts e KK p art n er it e le
(k lie n ti d e tö ö an dj ad , t öö t uk as s a, KO V id
j t) ja rah a s taj a le (SKA
j uh tum ik orr al d aj a te l e) , k ui võr d
i nt er vj u e er it u d p ar tn er id ja ra h as t aj a
o li d n im eta t ud i nf os t h u v it a tu d ( a ga
po l n ud inf o rm eer it ud a as t ar aam at u te
o lem as o l us t) .
T äie n d a va l t võ i b KK v ä lj ak uts et e ,
ees m ärk id e j a s aa v ut u s t e, k o ht a j ag a da
i nf ot k a K K k o du l eh e l. N im eta t ud i nf o
i l lus t re er im is ek s on he a l is a d a ka
k lie n d il u g us i d / n ä it e id , m is nä i ta v a d K K
he a d t ö öd , t e en us e k as u j a v äär t us t
(k va li t at i i v ne inf o) .
47 . T h e s oc ia l s er v ic e pr o v i d er ac t i v e l y d i s s em in at es or ga n is at i on p erf orm a nc e
am ong its s t af f , s er v ic e us er s an d ex t ern a l s tak e ho l de rs .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a n d KK r e p or t o n t he ir ac ti v i t ies a nd S ee a ls o c ri t er io n 4 6.
perf orm anc e to f u n d in g bo d y, s t af f ,
s er v ic e us er s an d p u r c has er s p r es e nt i ng
i nf orm at io n in i ts webs i te ( i nc l An n ua l
Re p orts ) and d is c us s in g r es u lts in
m eeti n gs wi t h s t af f a nd s er v ic e us ers
(m inu tes ) .
O n a n i nd i v i du a l b as is , ac h i e v em ents a n d
54
perc e pt i o ns of s e r v ic e us ers ar e
d is c us s e d on in d i v i du a l b as is . On a
c o ll ec ti v e l e v e l r es ul t s ar e d is c us s e d i n
reg u l ar c l i e nts ` m ee t i ngs a nd i n m eet i ngs
wi t h par t ner s .
B es i d es , t h e ac t i v it i e s of K K is r e por t ed
an d ref lec t ed o n K K` s hom ep ag e (p h ot os ,
ne ws ) .
At the i nf or m at io n s t an ds of K K`s
ap ar tm ents t h er e wer e i nf or m at io n on
f orthc om in g e v en ts an d ac hi e v em ents .
T his inf orm at io n is a l s o s har e d in c l os ed
gro u p of c l i en ts an d p er s o n ne l in
Fac eb o ok . St af f of K K s h ar es im port a nt
i nf orm at io n nec es s ar y to pe r s o n ne l i n n ex t
s h if t b y K K` s i n ter n a l s it e` s n e ws f l o w.
S ee a ls o c r i t er io n 4 6.
48 . T h e s oc ia l s er v i c e pr o v i d er has a s ta n dar d pr oc e d ur e f o r c o nt i nu o us
im pro v em ent on t h e b as is of a n im pr o vem en t c yc l e.
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Co nt i n uo us im pr o v e m ent pr oc es s is
des c r i b ed in H KT ` s Q ua l it y G u id e .
T here ex is ts a P D A C c yc l e i n a n n ua l
p la n ni n g of im pr o v e m ent ac t io ns an d
th e ir r e v i e wi ng p r oc es s .
T he m ai n im pr o vem en t p r oj ec ts wi t h
th e ir g oa ls an d r es u lt s ar e r ef lec t ed in
HKT `s and K K` s a nn u a l p l ans an d
rep or ts ( A n nu a l Re p or ts / Ye a r - B ook s ).
55
Q u al i t y im pr o v em en t pr oj ec ts ar e
doc um en te d .
49 T he s oc i al s er v i c e pro v i d er id e nt if i e s p erf orm anc e in d ic at ors f or
m eas ur in g t he r es u l ts of t h e im pro v em ent ac ti o ns .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT and KK have p er f or m a nc e
i nd ic at ors f or m eas ur i ng t h e r es ul ts of
im pro v em ent pr oj ec ts . O bj ec t i v es of
im pro v em ent pr oj ec ts ar e d ef i n ed a nd
res u l ts m eas ur e d i n A nn u a l P l ans an d
i n th e ir Q u ar t er l y R ep or ts .
Im pro vem e nt pr oj ec ts ar e d oc um ent e d,
th e y inc l u de g oa ls an d r es p ec ti v e
perf orm anc e in d ic at or s . T his was
v er if i ed t hr o ug h i ns p ec t i n g few
ex am p les dur i n g s it e v is it .
F.e . In tr od uc t i o n an d i m plem en ta t io n of
th e O f f ic e 365 f or inf or m ati o n
m anag em en t an d i ntr od uc ti o n of we b -
bas e d e- f i l es f or c l i e nt d oc um ent a ti o n
an d i n d i vi d u al pl a nn i n g.
50 . T h e s er v ic e pr o v i d er in tr od uc es a n d m an ag es i nn o v at i v e wa ys of wo rk in g
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or : T he s er vic es of th e s oc i a l s er v ic e pro v i d e rs m eet t h is
c rit er i on of t he EQ UA S S As s ur anc e c er t if ic a ti o n pr ogr am
56
Str e n gt hs Im pro vem e nt & de v e lo pm ents
HKT a n d i ts K K f in d wa ys of b e in g
i nn o v at i v e, tak i ng i nt o ac c o u nt th e
ne e ds an d ex pec t at i ons of
s tak e ho l de r s . B es t pr ac t ic es and
c on t em pora r y ap p r oac h es f r om
d if f ere nt c ou nt r i es ar e us e d in
de v e l op i ng s er v ic es .
Ex am pl es : F ur t h er i m plem en ta t io n of
CA R e m eth od o l og y i n H KT ( f or m s of
c l ie n t s ` i n di v i d ua l p l a ns i n web - b as ed
e- f i l es ar e bas e d on C A Re
m etho d o lo g y, g u id a nc e o n us in g th es e
f orm s are pr e p ar e d an d tr ai n i ng of
CA R e m eth o do l og y t r a in er s f or e ac h
HKT h om es h a v e be e n c o n duc te d) .
In tro d uc in g H A M ET m etho d o lo g y f or
e va l u at i on of v oc at i on a l a pt it u de
c onc er n in g c r af ts m an s h ip , gr os s and
f in e m otor s k il ls , a n d wor k b e ha v i ou r
f or pers o ns wit h m ent a l d is or d er an d
f or p e op l e wit h m ent a l d is ab i l it y.
In n o va t io n pr oj ec ts ar e r ec or de d in
A nn u a l P l a ns an d R e p orts .
Im plem e nt at i on of new m et ho d o lo g y
was pr es en t ed in c l i en ts ` e - f il es
(e va l u at i ons an d i n di v i du a l p l ans ) .
57
4. Agreed additional development / improvements
T he a p pl ic a nt a gr e e d on th e f o l l o wi ng im pro v em en t ac t io ns a nd / or a d di t i o n a l
de v e l opm en t f or th e p er io d of t wo ye a rs .
1. T o anal ys e t h e ne ed s and sat i sfa c t ion of coop er at ion p art ne r s, c li ent s`
emp lo ye r s an d f u nd e r b y e a ch hom e
HKT a na l ys es th e n e eds an d s at is f ac t i on of t he c oo p era t io n p art n ers , c li e nts `
em pl o yers , a nd f un d e r c o nd uc ti n g r es pec t i v e s at is f ac t io n s ur v e ys b ut t hes e d on` t
pro v i d e in f o r m ati o n o n t h e o p er at i on of c e rta i n hom e ( ex c e pt i n c as e of m ark in g
c ert a in hom e i n c om m en ts ) .
T o get b et ter i np ut to im pr o v em ent ac t i v it i es an d a ls o f ee d bac k on go od o per at i o n
of hom es , t h e q u es t i o n o n wh ic h hom e / u n i t th es e s t ak eh o ld ers c oo p er at e s h ou l d
be ad d ed t o t he q u es t i on n a ir es .
B es i d es , t o e ns ur e h ig h er p ar tic i p at i on r at e t h e in v i ta t io n t o th e c oo p era t io n
par t ners a nd c l ie n ts ` em pl o yer s f o r p art ic i p at i on i n s ur v e y wo u ld be r e a s o n ab l e t o
s en d d ir ec t l y b y t h e h om e c o o per a ti n g wi t h t hes e s t ak eh o ld ers .
2. T o sha r e m or e inf o rm at i on to st a ke hol de rs on KK` s a ctiv iti es a nd
re su lt s
Ac t i v i ti es an d r es u lts of HKT as a wh o le ar e wel l r ef l ec t e d i n H K T `s year - b o ok s .
A ls o ac t i v it i es of a l l h om es ar e r ef l ec t e d. S t i ll , th e i nt er v i e we d p art ne rs a n d
f un der`s r e pr es e nt at i v e wer e n ot a war e on s uc h re p orts , b ut ex pr es s ed th e ir
i nt eres t on th es e. T h e r ef or e, th er e is s u g ge s ti o n t o s e n d inf orm ati on ye a r l y t o K K`s
s tak e ho l de r s on pu b l is h in g t he ye ar - b ook at HKT `s we bs it e .
As th es e ye ar - b ook s r ef l ec t m ai nl y im p or ta nt res u lts of H KT as a wh ol e (f . e.
s at is f ac t io n of c l i en ts ` f am il y m em bers , a n d c l ie n ts ` em pl o ye rs , em p lo ym en t ra te of
s er v ic e us er s ) , th er e is s u gg es t i o n to ref le c t K K`s im por ta n t r es u lts a ls o at K K `s
we bs it e. T o i ll us tr a t e th is i nf or m at i o n, th e re is s u gg es t i o n t o pu b l is h p ers o na l
op i n io ns a n d ex per i e n c es of K K` s c l i en ts at K K`s we bs i te .
3. T o f ind oppor t uni t i e s f or d iv id ing th e K K`s apa rt me nt for c ommu nit y
liv in g in t o t w o sm al l er ap art m ent s
S e ver a l c l i en ts of l i vi ng in c om m uni t y s er v ic e no te d t ha t th e y w ou l d l ik e to l i v e
m ore pe ac ef u l l y a nd t ha t i n t h e ir a par tm en t th er e c o u ld l i ve l es s p eo p l e (1 5 a t t his
m om ent) . In te r vi e we d ac ti v i t y s u per v is ors f ou n d th is re q ues t as re as on a b le
bec a us e t he s p ec i a l ne e ds of c l ie nts ( n ee d f or m ore p eac ef u l e n v iro nm en t).
58
T heref ore , t h er e is s ug g es t i on to f in d op p ort u ni t ie s t o d i v id e K K`s ap artm e nt in
K au n as e Str e et in to t w o s m al l er a p artm en ts .
Jä rg nev ak s k ah ek s a ast a k s ko kk ul epi tud pa re ndu st egev u s ed j a/ v õi a r en gu d.
1. Uu rid a p a rt n e rit e, t ö öand j ate j a rah a st aj a v aj adu si nin g rah ulo lu kodud e
ka up a
HKT u ur ib k ü ll k o os t öö p ar t n er it e j a k li e nt i de t ö öa n dj a t e ra hu l o lu , k orra ld a d es
rah u l o lu - u ur in g ui d , k ui d n ee d e i a nn a i nf ot k onk reets e k od u t e g e vus e k oh ta ( v . a.
s i is , k ui vas t aj a o n om a k om m ent a ar id es k o d u n im e m ai ni n u d).
S el l ek s , et u ur i ng u d a n nak s i d tä ps em at s is e nd i t p are n dus t e ge v us tes s e n i ng
ta g as is i d et k a k odu de he a t o im im is e k o ht a, t u lek s rah u lo l u - uu ri n gu te k üs im us t ik e le
l is a d a k üs im us s e l l e k oht a, m i ll is e k od u / ük s us e ga n e ed h u vi po o l ed k o os t ö öd
te e v ad .
L is ak s o lek s k õr gem a os a l us e t ag am is ek s ots tar b e k as v as ta v a k od u par t ner i te l e,
tö ö an dj a t el e s a at a u u r i ng us os a lem is e k uts e ots e n e nd e ga k oos t öö d t eg e v a k o du
po o lt .
2. Ja ga da huv ipoo lt el e põhj al ik um alt infot KK te gev u st e j a t ule mu st e
koht a
HKT a as t ar a am atu d k aj as ta v a d p õ hj a l ik ul t HKT k ui t er v ik u t e ge v us i j a t u l em us i,
pak k udes v õ im al us t k a i g a k odu te g e vus te j a tu l em us te k aj as ta m is ek s . Sam as
po l n ud K K par t ner i d j a r a h as t aj a es in d aj a H KT a as t ar aam at ut es t te a d lik u d j a
a va l d as i d soovi n en de g a tu t v ud a. S ee g a on et te p a nek ig a - aas t as e l t s a at a
hu v i p oo l te l e i nf o t aas t ar a am at u a v al d am is e k oht a HKT k o du l eh e l.
K ui v õr d a as tar a am atu d k aj as t a v ad o lu l is i i nd ik a at or ei d ee lk õ ig e HKT k ui t er v ik u
k oht a (n t k l i en t id e p er ek o n na l i ik m ete j a k lie n ti d e t ö öa n dj a t e rah u l o lu , s am uti
v õtm et u lem us i n a gu n t k li e nt i de tö ö hõ i v e) , s i is o n et te p an ek k aj as t a da K K o lu l is i
tu l em us i (s h ar v n äi t aj ad) k a K K k odu l e he l . S el l e inf o i l l us tr ee rim i s ek s k aa lu d a k a
K K k l i en t id e p er s on a a l s et e ar v am us te j a k og em us te k aj as tam is t K K v e e bis .
3. Lei da v õi ma lu se d K K kogu kon na s e la mi se k ort e ri j ag am is e k s ka he k s
v äi ks em a ks ko rt e r ik s
M itm ed k og uk on n as e l am is e t ee n us e k l ie n d i d a v al d as id in t er vj u u d e k äig us s o o v i, et
ta h ak s id e la d a r ah u l ik um alt j a et k ort er i s e lak s v ä hem i n im es i (h e tk el 15 ).
Et t ep a nek ut t oe t as i d k a in ter vj u eer i tu d te g e v us j u h en d aj a d, p i da d es k lie n ti d e s o o v e
s eos es n e nd e er i v aj a d us t eg a (s h v aj ad us ra h u lik um a k es k k onna j äre l e)
m õis t lik uk s . Se e p är as t o n et t ep a nek l e i da v õ im al us e d, e t j u b a i da n em a p an d ud
59
p la a n j a g ad a K K k og uk on nas e l am is e k ort er k ah ek s v ä ik s em ak s k orter ik s , s a ak s
te ok s .
60
Closing remarks
A S H o o lek a nd et e en us ed ( H KT ) is a 1 0 0% s t at e - o wn ed e nt erp ris e . It is es t ab l is he d
i n 2 0 0 7 t o m an a ge a nd a dm in is ter s e p ara t e s t a te - o wn e d s oc i a l we lf ar e s er v ic es
i ns t it u ti o ns i n a l l o v e r Es to n i a . T h e m ai n are a of ac t i v it y of t h e org a n is a t io n is
pro v i d i ng s oc i a l we lf a r e s er v ic es t o a du l ts wi t h s pec i a l m ent a l n ee ds . I n th is f i el d
of ac t i v it y, H KT is t he lar g es t s er v ic e pro v i d er i n Es t o ni a wi th its 24 hom es s pr e ad
o ver Es t on i a wi th n e ar l y 25 0 0 c li e nts a nd 1 0 00 em pl o ye es . In a dd i ti o n t o pr o vi d i ng
s er v ic es f or a du l ts w it h s p ec ia l m ent a l n e eds , H KT of f ers s u bs ti t ut e hom e a nd
c h il dc ar e s er v ic es t o c h il dr e n wit h s p ec i a l m ent a l ne e ds an d c are s er v ic es t o
e ld er l y p eo p l e. A ls o r e h ab i l it a ti o n s er v ic es ar e of f ere d in s om e u n its and
ac c om m odat i o n is pr o v i de d t o as yl um s e ek e rs .
Ce ntr a l s u p p or t s er v i c es pr o v id e d b y H K T to its hom es ar e hum an r es our c e
m anag em en t, r ea l e s ta te m an a gem en t, l og is t ic s , f i na nc i a l m an a gem e nt , ICT
m anag em en t, a n d c a t er in g. K K d oes n` t us e t he la tt er s er v ic e as i ts c l ie n ts pr ep ar e
f oo d b y th em s el v es , o n l y s om e m ai n f o o ds t u f f is b o u gh t i n c e ntr a l l y.
HKT `s m is s io n is : “ M o r e ac t i v e l if e in c om m un it y” . L o n g- t erm o bj ec t i v es of H KT
des c r i b ed in H KT ` s b u s i nes s p l a n ar e:
- c l ie n ts ar e ac t i v e m em ber s of t he c om m uni t y a n d s at is f y wi t h th e s er v ic e ;
- en t er pr is e a nd its j o b m anag em en t ar e ef f ic i en t;
- em pl o ye es h a v e nec es s ar y s k i l ls a nd t o o ls .
A c om m on qu a li t y s t a nd ar d f or s er v ic e pr o v is io n is im pl em ent e d in a l l h om es of
HKT wh ic h is b as e d on EQ U A S S As s u ranc e c r i ter i a . H KT has es ta b l is he d
reg u l at i ons c o v er in g a ll ar eas of ac t i o ns wh ic h ar e m an da t or y f or al l s er v ic e
pro v i d ers . I n c as e of s om e r e g ul a ti o ns a da pt at i o ns ac c or d i ng t o th e p ec u l i ar it y of
j ob m an ag em ent of h o m e ar e al l o we d.
T artu K a un as e K od u ( K au n as e St Ho m e i n Tar tu C ity , K K, es ta b l is he d i n 20 1 1) is
on e am on gs t 2 4 H KT ` s hom es . T h e a par tm ents of K K l oc at e in T ar tu`s m a in ar e a of
l arg e b loc k of f l ats i n d we l l i n g h o us es n e x t t o eac h ot h er. In th e K au n as e S t
ap ar tm ents t h e s er v ic e of l i v i ng i n c om m uni t y f o r 1 5 p ers ons wi t h m enta l d is a bi l i t y
an d m e nt a l dis or d er i s pr o v id e d. I n th e t wo ap ar tm ents of tre e i n Mõ is a v ah e S t,
s er v ic e of s u p por t ed l i v in g wi t h s er v ic e s of as s is t a nc e i n e v er yd a y l if e a nd
s up p ort e d w or k in g is pr o v i de d f or 6 p ers ons wi t h s p ec ia l m en ta l n e eds . T hes e
s er v ic es e na b l e a d ul ts wi t h s p ec ia l n ee ds t o l i ve b y t h em s el v es as s is t e d b y ac t i v i t y
s up er v is ors , t o wor k , an d t o us e o pp ort u n it i es of urb a n en v ir o nm en t i n arr a ng i n g
th e ir wo rk l if e a nd f r e e t im e.
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T here are 5 ac t i v it y s u per v is or s , s en i or ac t i v it y s up er v is or an d d ir e c tor (s har i n g
it`s work t im e be t we en 3 H KT ` s hom es ) wo rk ing in K K.
In its s er v ic e pr o v is io n H KT a nd i ts K K tak e in t o ac c o un t pr es e nt an d f u tur e ne e ds
of b o th s er v ic e us er s an d t he s oc i e t y i n ge n era l .
K K has o nc e a lr ea d y ga i n ed EQ U A S S Q ua l i t y As s ur a nc e c er tif ic a t e ( in 2 01 3) . Af ter
th at , i n H KT an d K K , s e ver a l i n no v a ti o ns a nd j o b m an ag em en t c ha n ges has be e n
m ade. F. e. i n t h e H K T as wh o le web - b as e d c li e nt f i le h as b e e n i ntr o duc e d a n d
i nd i v i du a l p la n n in g h as be e n f ur th er d e v e l op e d ( be tt er im p lem en t at i on of CA R e
m etho d o lo g y h as ens u r ed b y gu i d el i n es an d tra i n in g of s t af f m em bers ). T he a n n ua l
p la n ni n g a n d e v a l ua t i on s ys t em is f urth er de v e l op e d. A ls o f ee db ac k c o ll ec ti o n
s ys tem is f ur th e r de v e lo p ed . W ork f orc e o f vo l un t eers a nd p er s ons i n m il i ta r y
rep l ac em ent s e r vic e is us e d m or e s ys t em at ic a ll y.
T he s u p po r t i ng c l i en t s of K K i n f i n d in g a nd m a in t ai n th e ir j ob s has b e en s o
s uc c es s f ul ( 20 of 2 1 c l ie n ts of K K ar e em p lo ye d) t h at d ur i ng t he la s t t wo ye ars t h e
f oc us of K K` s wo r k h as c h an g ed as we l l. Form erl y, t he f oc us was o n pr o v id i n g
ac t i v it i es s im il ar t o wo r k , wor k ex erc is e a n d l eis ur e tim e ac t i v it i es i n K K. C urre n tl y,
du e t o h ig h em pl o ym e nt s er v ic e us ers of K K h a ve les s le is ur e t i m e an d th er ef o r e
of f eri n g l e is ur e t im e ac t i v it i es a n d ac t i v it i e s f or pre p ar in g c l ie n t s f or em pl o ym e nt
ha v e d im in is h ed .
T he pr i nc ip l es of pr oc es s m ana g em ent a nd s ys tem at ic im pro v em ent ( P D AC c yc le )
of a l l pr oc es s es ar e we l l - im pl em ent e d i n K K. T he d oc um ent at i on of K K is w e l l-
org a n is e d a nd c or r ec t. A n nu a l p la n ni n g an d e va l u at i on , i nt eg ra te d wi t h p l a nn i n g in
wh o le HKT is in pl ac e a nd we l l - f u nc t i on i n g. Perf orm anc e i nd ic at ors h a v e b ee n
de v e l op e d t o m eas ur e th e r es u l ts , wh ic h ar e pr es e nt e d a l o ng wi t h ot h er inf orm at i v e
da t a i n t h e H KT ` s a n n ua l ac t i v it y re p orts a n d ye a r - b o ok s .
T he s taf f of th e K K is pr of es s i on a l, we l l - m oti va t ed an d t eam work ori en t ed . A l l
te am -m em ber s ha v e r e le v a nt e d uc a t io n a l b a c k grou n d a nd are c on t i nu o us l y tra i n ed .
It was p ro v e d als o b y i nt er v ie ws th at s t af f m em b ers are c l i en t - or ie nt e d an d
res p ec te d b y c l ie n ts . A da pt a ti o n of n e w em p lo ye e s , p ers o ns i n m il it ar y re p l ac em en t
s er v ic e , tr a in e es a nd v o lu nt e er s is eas y du e to we l l - de v e l op e d s ys t em of work in g
proc e d ures , j o b i ns tr uc t i on a n d in tr od uc t o r y tra i n i ngs pr o v id e d c e ntr a ll y i n H KT
(i nc l u d in g i n tr o d uc t or y v i d eo lec t ures ) .
T he te am of the KK i s c le ar l y d e vo t ed t o qu a l it y an d c o nt i n uo u s im pro vem en t of
th e ir s er v ic es . It was pr o v e d a ls o b y i n t er vi e ws wit h re pr es e n ta t i v es of c o o per a ti o n
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par t ners an d f u nd er s wh o s ta t ed t h at t h e work of KK is s u bs t an t ia l l y im pro ve d
s i nc e t h e f ir s t a p pl yi n g f or EQ UA S S As s ur a nc e c ert if ic at e t wo ye a rs a g o.
T he t wo- da ys au d it was v er y we ll pre p ar ed b y K K`s te am . W hole s taf f of KK was
k ind an d c o o per at i v e i n i ntr o duc i n g th e work of HKT an d i ts K K , f i nd i n g n ec es s ar y
e v id e nt i al m at er ia ls a nd s h ar i n g i nf orm at i o n ab o ut f u lf i l l in g of EQ UA S S As s ura nc e
c rit er i a. D oc u m ents wer e we l l s ys tem is ed a nd t h e ad v a nt a ges of ICT wer e us e d
(th e m os t of doc um en ta t io n an d e vi d enc e m ater ia ls wer e pro v i d ed o n li n e, l i nk ed
wi t h ap p l ic a t io n d oc u m ent an d e as y t o us e) .
T he a u d it or ex p er i enc ed o n s it e th a t t h e s oc ia l s er v ic e pr o v i der K K p erf orm s in
c om pl i anc e wi th th e E Q U A SS As s ur anc e c r i ter i a. T h e i n ter v i e we d repr es en t at i v es
of p art ne rs , f i n anc i n g bo d y, em pl o ye e s , per s ons s er v ed , an d t h e ir f am il y m em bers
c onf irm ed t his .
T he p ers o ns s e r ve d a nd t he ir f am il y m em bers wer e es p ec i a ll y s at is f i e d wi th t he
pers o n- c en tr ed a p pr o ac h , f lex i b i l it y of s er v ic e pr o vi d er, an d p l e as a n t an d c ar i n g
pers o n ne l . P ar tn er s an d f u n der s ex pres s ed th e ir s at is f ac t io n wi t h pr of es s i on a l
s er v ic es p r o v i de d b y K K, f l ex ib i l it y i n f i nd i n g s o lu t io ns , an d v er y go o d c o op er at i on .
Me e ti n gs an d in t er v ie ws wit h em pl o ye es an d m ana g em ent g a v e g rea t c onf id e nt of
c om m itm ent a n d m ot i v at i on t o war ds t he ir wo rk .
Dur i n g of th e au d i t, s e ver a l im pr o vem en t pro p os als aros e , s om e of th em wh er e
m inor a nd s om e m or e im por ta nt . F or t he p er io d of f o l lo wi n g t wo ye ars , thr e e
ad d it i o na l im pr o v em e nt ac ti o ns wer e a gre e d t h at ar e br ou g ht o u t in p art 4 of t h e
au d it r e por t. T h e im pr o v em en t ar e as i nc l ud e d i n ge n era l s p e c if ic at i o n of t he
m etho d o lo g y of s at is f ac t io n s ur v e ys f or par t ners an d c l i e nts ` em plo ye rs ; a n d
rep or t in g t o s tak e h ol d er s o n r es u lts of K K . In a d d it i on , t her e is s ug g es t i on to f i n d
op p ort u n it y t o im pr o v e l i v i ng c o nd i t io ns of K K`s c l ie nts us in g l i v i ng i n c om m uni t y
s er v ic e , d i v id i n g th e d ep ar tm ent of 1 5 p ers o ns i nt o t wo s m al ler on es .
A n o v er v i e w of s u gg e s ti o ns f or im pro v em en t t ha t a re m en t io n ed u nd er th e s pec if ic
c rit er i a is g i v en in par t 3 of th e r e p ort . I n br i ef t h es e ar e as f o l lo ws :
Cr it er ion 3 : T o a n al ys e t he n ee ds a n d s a t is f ac t i on of c o op er at i on par t ners , c li e nts `
em pl o yers an d f un d er b y e ac h h o m e.
Cr it er ion 4 : T o im pr o v e th e v is i b il i t y of i nf o rm ati on a t H KT `s a nd K K`s we bs i te o n
ho w t o ge t s er v ic es / f un di n g a nd s u p p lem en t th e i nf orm at i o n o n th e c o nt e nt of
s er v ic es .
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Cr it er ion 16 : T he d oc um ent of Ri g hts an d R es tr ic ti o ns of C l ie n ts S er ve d at a Ca re
Hom e c o ul d b e pr es en te d a t t h e h om e`s we b pa g e.
Cr it er ion 1 7: T o i nt r od uc e t h e i nf orm at io n o n c om pl ai n t m an ag em ent s ys t em on
th e we bs i tes of H KT a nd K K.
Cr it er ion 2 5: I nd ic at e th e r o l es an d r es p ons i b i li t ies of K K`s s taf f o n th e K K`s
we bs it e.
Cr it er ion 3 2: T o f in d op p or t u n it i es t o d i v id e l ar ge a pa rtm en t of K K i nt o t wo s m al l er
on es . T o pr o v i d e be tt er i nf or m at io n at K K` s we bs i te o n th e l oc at i on of K K a nd
ac c es s b y pu b l ic tr ans por t.
Cr it er ion 4 1: T o c o m plem en t t h e pr ep ar at i on f orm f or perf o r m anc e r e v i e w wi t h
k e ywo r ds r ef er r i n g t o th e n ee d t o e v a l ua t e s k il ls a n d c om pe t e nc ies r e la te d t o
s up p ort i n g qu a l it y of l i v e ( a nd o t her im port a n t is s ues re l at e d t o c l ie nt work ).
Cr it er ion 4 4: I nf or m ati o n o n t h e b es t v a l u e f or s e r vic es c ou l d be c om m un ic a t ed
thr o ug h K K` s we bs it e.
Cr it er ion 4 6 : T o b e m or e pr o ac t i v e i n c om m unic a ti n g K K`s res u l ts ( to s e n d
i nf orm at io n on t he p ub l ic at i on of H KT `s A nn u a l R e por t di rec t l y t o th e K K`s
par t ners , pr es en t i nf or m atio n o n K K`s s pec if i c res u lts a t K K`s we bs it e) .
Af t er v erif ic a t i on of th e i nd ic at ors by re v ie wi n g d oc um en t a ti o n, c o nd uc ti n g
i nt er v ie ws a n d p er f or m ing s it e v is i t, th e au d it or was c o nf irm e d t h at t h e s er v ic es of
HKT `s T ar tu K au n as e K od u f ul l y m e et t h e E Q U A SS As s ura nc e c r i t er ia .
* **
A S H oo l ek an de t ee n us ed ( H KT ) o n 10 0 % r i i gi l e k u u lu v ä ri ü h in g, m is l o od i 2 0 0 7.
aas t al üle E es t i p a ik ne v at e m aa v a l its u s te h a l la ta o l n ud er ih o o ld ek od u de
j uh t im is ek s j a ha l dam is ek s . HKT pe am in e te ge v us al a on eri h o o lek a nd et e en us te
pak k um ine ps ü üh i l is t e er i v aj a d us t eg a t ä is k as v an u te l e. Se l l es v a ld k onn as o n H KT
om a 24 k o du g a üle E es t i (23 er i ho o l ek an de ja 1 e ak a tek o du) s u ur im
te e nus e pak k uj a l i g i 25 0 0 k li e nd i n in g 1 00 0 t ö öt aj ag a. L is ak s tä is k as va n ut e le
pak u ta v at e er ih o o lek a nd e - j a ho o ld us te e nus te l e p ak ut ak s e as e n d us k od ut e en us t j a
l aps e ho i ut e en us t p s üü h i l is t e er i v aj a d us t e ga l as t e le . P ak utak s e ka
reh a b i li t ats i oo n it e en us t ni n g 2 01 3. a a a s ta l l is an d us v arj u pa i g at ao t lej at e l e
m aj utus te e nus e p ak k um ine.
HKT s p ak ut ak s e k odu d e le k es k s el t j är gm is i t e e nus e id : p e rs on a l ij u h tim i ne ,
k inn is v ar ah a ld us , lo g i s tik a , f i na nts j u ht im in e, IT j uh t im in e, k om m unik ats i oo n j a
to i tl us tus . K K v iim as t t ee n us t e i k as u ta , k un a tem a k lie n di d va lm is t a va d s ü ü a is e j a
v a id m õn d põ h it o i du a i n e t t el l i tak s e k es k s e lt .
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HKT m is s i oo n o n „ T e gus am e l u k og uk on n a s “. H KT s tr at ee g i l is e d ees m är gi d o n:
- k lie n d id o n ak t i i vs e d k og uk on n a li ik m ed j a t e en us eg a ra h u l;
- et te v õ te j a t ö ök or r a l du s o n t õh us ad j a
- et te v õ tt e l on v aj a l ik e os k us t e j a te a dm is te g a p ers o n a l.
HKT k od u des r ak e nd at ak s e t e en us te p ak k um is e l üh ts et k v a l it e e d is t an d ar di t, m is
põ h i ne b EQ U A S S As s ur a nc e k r it e er ium i te l . S el l ek s o n H KT lo o nu d k oh us t us l ik ud
reg u l ats i oo n i d k õi g il e te en us e pak k uj at el e , m ida m õn e l j u hu l o n k odu de l l ub a tu d
v as t a v al t om a t öök or r a ld us el e k oh an d ad a .
20 1 1. aas t al l oo d u d T ar t u Ka u nas e K od u ( K K) o n ük s 24s t H KT k odus t . Ka u nas e
K od u k ort er id as u v ad A nn e l in n as Ka u nas e pu i es t e e j a M õis a v a h e t än a v a s uur tes
e lum aj a d es . 1 5 k oh a ga T ar t u Ka u nas e K od us os ut at ak s e k og uk on nas e l am is e
te e nus t in te l l ek ti pu u d e j a ps ü ü h ik ah ä ire t e ga i n im es te l e, k a hes k olm e in im es e
k orter is M õis a v a he tn e l um aj ad es p ak utak s e 6 - le ps ü üh i l is e er i vaj ad us e ga
i nim es el e t o et a tu d e l am is e t e en us t k oos ig a p äe v a el u j a tö öt am is e t o et am is e
te e nus te g a. T ee n us e d v õ im al da v a d er i v a j ad us eg a i n im es te l j uh e nd am is e t o e l
om aet te e la d a j a t oe ta tu l t tö ö d te h a n i ng k as ut a da l in n ak es k k onn a po o lt pak u ta v a id
v õ im al us i om a t öö e l u j a v a ba aj a k orr a ld am is ek s .
K od u m ees k o nd a k u u l u va d 5 te g e vus j u he n daj at , ük s v an em te ge v us j u h en d aj a j a
j uh at aj a, k es j a g ab om a a eg a k o lm e H KT k od u j uh a tam is e v ah e l.
KK pak u b k oos tö ös pa r t ne r i t eg a te e nu s es a aj at e le n en d e i nd i v i du a a ls e t es t
v aj a d us t es t lä ht u v at i gak ü l gs e t to e tus t. T ee nus e pak k um is el ar v es ta v a d HKT j a K K
n ii t e en us es a aj at e k u i üh is k o nn a pr a eg us i j a tu l e v ik uv aj a d us i.
K K o n k or r a EQ U A S S As s ur a nc e s ert if ik a a d i j ub a s a a nu d ( 20 1 3 . aa s t a l). Pär as t
s ed a on H KT s j a K K s te ht u d m itm ei d uu e nd us i j a t öök orr a ld us l ik k e m uud a tus i .
Nä i tek s on o lu l is e uu e nd us en a k og u H KT s 20 1 5. aas t al k as u t us e l e võ et u d
v ee b i põ h in e k li e nd i to i m ik j a o lu l is e lt o n ar en d at u d k a i nd i v i d ua a ls et p l an e er im is t
(põ hj a lik um al t on r ak en da t ud CA R e m et o od ik a ja j u h en d m aterj a l i de n in g
k ool i tus te g a t ag a tu d, et p er s on a l s e d a as j ak oh as e l t rak en d ak s ). T äi en d at u d o n
HKT aas tas e p la n ee r i m is e j a tu l em us te h i n dam is e s üs t eem i, s a m uti hu v i p oo l te l t
ta g as is i d e k og um is e s üs t e em i. K K o n as u nu d s üs te em s el t k as u ta m a va ba t ah t lik e j a
as e n dus t ee n is t us e l o li j at e a bi .
K K t öö k li e nt i de l e t öö l ei dm is e l j a n e nd e t oe tam in e t öö s ä il i tam is e l o n k a nd n ud n i i
he a d v i lj a ( tö ö ta b 2 0 i nim es t 21s t K Ks el a v as t in im es es t), et v ii m as e k ahe a as t a
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j ook s u l o n o lu l is el t m uu t un u d k a K K t ö ö rõ hu as et us ed . Ku i v ar as em alt o l i s u ur em
rõhk k li en t id e l e t öös ar n as te te g e vus t e p ak k um is e l, t ö öh arj ut u s e l j a va b a aj a
v ee tm is e v õim a lus t e pak k um is el , s i is nü ü d on s eos es k li e nt i de k õrge t ö öh õ i v eg a
k lie n ti d e l k a va ba ae ga v äh em j a vaj ad us k lie n ti d e v a ba aj a s is us t am is e , s am ut i
tö ök s e tt e va lm is t a v at e t eg e v us t e j är e le vä ik s em .
Pr ots es s ij u ht im is e p õ h im õtt ed j a s üs t em aa ti l i ne p are n d am in e (P DA C ts ük k el) o n
K K`s häs t i r ak en du n u d. K K d ok um ent ats i oo n on h äs t i or ga n is eer i tu d j a k orrek tn e .
HKT g a i nt e gr e er i tu d i ga- a as t a ne p l an e e r im ine j a tu l em us t e hi n da m ine o n p a i gas
n in g häs t i t o im iv . T u l em us l ik k us e m õõtm is ek s on v ä lj a t öö t at u d t u l em us l ik k us e
nä i taj a d, m is es it at a k s e k oos t e is t e i nf orm at ii vs e te an dm et e ga i ga - a as t as es
te g e vus ar ua n des j a aa s tar a am atus .
KK t öö t aj a d on pr of es s i o n aa ls ed , h äs t im ot i ve er i tu d ja m ees k on n at öö l e
or ie nt e er it u d. K õ i gi l m ees k o nn a l i ik m ete l o n as j ak o ha n e har i d us j a ne i d k o o li t at ak s e
j ärj e p id e v a lt . In t er vj u u d t õe n das i d, et p ers o na l on k l ie n d ik es k ne j a k li en t id e p o o lt
h in n at ud . Uu t e t ö öt aj a te , as e n dus te e n is t us s e t u l ij a te , pr ak tik an t id e j a va b at a ht l ik e
s is s e e l am in e KK t öös s e on l ih tn e tä n u v älj a ar en d at ud t öö pr ots es s i de l e,
tö öj u h en d am is e l e j a H KT s k es k s e lt p ak ut a v at e le s is s ej u h at a v at e l e k oo l it us t e l e (s h
s is s ej u ha t a va d v i d eo l o en g ud ) .
K K m ees k o nd o n s e l ge l t k v a li t ee d i le j a o m a te en us t e k es t va l e p are n dam is e le
or ie nt e er it u d. S e e l e i d is k in n it us t k a k oos tö ö par tn er i te j a ra h a s taj a i nt er vj u u de
k äig us , k us v äi d et i , et v õr r el d es e elm i s e EQ U A SS As s ura nc e s e rt if ik a ad i
ta ot l em is e aj a ga k ak s aas t a t t ag as i o n K K t ö ö m ärk im is v ä ärs e l t p ar an e nu d .
2- p ä e v an e a ud i t o l i K K t öö taj at e p o o lt vä g a h äs t i e tt e v a lm is t at ud . K o gu as u tus e
tö öt aj as k on d o l i l a hk e j a k oos tö ö a ld is K K t ö ö t ut v us t am is e l , le i d es v aj al ik k e
tõ e nd us m at er j a l e n i n g j ag a des i nf ot EQ U A S S i r ak en d am is e k oht a . Dok um en d id o l id
häs t i s üs t em at is eer i t ud ja es it at u d IT võ im al us i är a k as ut a des ( en am us
dok um en t id es t j a t õ e nd us m at er j a l is t es it a ti on l i ne , li n g it u na ta o tl us dok um en d ig a
n in g t än u s e l le l e l i hts a lt k as u ta t a v).
A ud i it or k og es k oh a pe a l, et s ots i aa l t ee n us t e os ut aj a KK to i m ib v as t a v us es
EQ U AS S As s ur anc e k r ite er ium i de g a. In ter vj ue er i tu d par tn er i te , f i na nts e er ij a ,
tö öt aj at e, t e en us es a aj at e j a n en d e p ere l i ik m et e es i nd aj a d a n ds id s e ll e l e k i nn i tus t.
A ud i ti k äi g us t ek k is a ud i i tor i l p ar a n d us e tt e p an ek u id , m õn e d ne is t v ä ik s ed j a p ig em
v orm il is ed j a ük s ik ud k aaluk am ad e tt e pa n e k ud. J är gm is ek s k ahe k s aas tak s le p it i
k ok k u k olm tä ie n da v a t p ar en d us va l dk on d a, m is on t ä ps em a lt vä lj a t oo d ud r ap or ti 4.
os as . Par e nd us v a ldk on n ad h õlm as id ü ld i s es p l aa n is p ar tn er i te ja k l i en t id e
66
tö ö an dj a t e r a hu l o l u - u ur in g ut e m eto o dik a tä ps us t am is t ja h u v i po o lt e as u tus e
tu l em us tes t t ea v i tam i s t. L is ak s on e tt e pa nek l ei d a võ im al us ed K K k oguk o nn as
e lam is e t ee n us e k l i e nt i de e lam is ti n g im us t e e d as is ek s par a nd a m is ek s , j ag ad es
o lem as o l e v 1 5 i n im es e k o r te r k ah ek s vä ik s e m ak s .
K õik par e nd us et te p an ek ud , m is 2 - p äe v as e au d i ti k äi g us tek k is i d , o n r a por t i 3.
os as k onk r e ets et e k r it eer i um id e a l l v ä lj a t o o du d . L ü h i da l t on ne e d j ärgm is ed :
Kr it ee ri um 3: Uur i d a k oos t öö p ar t n eri t e, k li e nt i de t ö öa n dj a t e j a ra has t aj a vaj a dus i
n in g r a h ul o l u k a k o du d e k a up a.
Kr it ee ri um 4 : P ar an d ad a t e en us el e s a am i s e j a t ee n us e r ah as t am is e a l as e i nf o
nä h ta v us t H KT j a K K k od u l eh te d e l n in g t ä ie n da d a i nf ot t e en us e s is u k o ht a.
Kr it ee ri um 16: A v a li k us ta da ho o l ek an de t ee n us e l o le v at e k l ie nt i de õ ig us te ja
p iir a n gu te dok um en t K K k o du l e he l .
Kr it ee ri um 1 7: T ut v us ta d a k ae b us t e m e ne t le m is e s üs t eem i H KT j a K K k o du l e he l .
Kr it ee ri um 2 5: T ea v i t ad a K K k odu l eh e k au du ots e k li e nd i l e p ak ut a v at e te e n us t e
os u t am is e ga s e o tu d f u nk ts i oo n i de j a r ol l i de v as t ut us ed .
Kr it ee ri um 3 2: L e i da võ im al us ed j a g ad a K K k oguk o nn as e l am is e k orter k ah ek s
v ä ik s em ak s k or ter ik s . A v a l da d a KK k o d u le h el t äps em inf o KK as uk o ha ja
üh is tra ns p or d i g a l ig i p ääs e ta v us e k oh t a.
Kr it ee ri um 4 1: T ä ie n da d a ar e n gu v es tl us e et te v a lm is t us e vor m i os k us te ja
k om pet e nts i de os a m ä r k s õna d e/ nä i d et eg a , m is vi i tak s i d vaj ad us e l e h in n at a t ö öt aj a
k om pet e nts e k l i en d i e l uk va l i te e di t o et am is e l .
Kr it ee ri um 4 4: I nf o t KK t e e nus te l is a nd v äär t us e k o ht a (m ik s ee l is ta d a KK
te e nus e id ) v õ ik s k aj as ta d a K K k o du l e he l .
Kr it ee ri um 4 6: Olla KK t u lem us t es t te a v it am is e l pr o ak ti i vs em (nt s aa ta
k oos t öö p ar t n er i t el e i n f ot H KT aas t ara am at u a va l ik us t am is e k oh ta , a v a ld a da i nf ot
K K t ul em us t e k o ht a K K k o du l e he l) .
P äras t in d ik aa to r i t el e v as t am is e tõ e nd am i s t, t u t vu d es d ok um ent ats i o on i ga n i ng
v i ies l ä bi i nt er vj uu d, on a ud i it or v ee n d un ud , e t A S H oo l ek an d et e en us ed T ar tu
K au n as e Ko d u te e n us ed v as t a va d E Q U A S S As s ura nc e k ri te er i um it e le .
E lo T u pp i ts
T al li n n
14 . 12 .2 0 1 5
EQ U AS S Au d it or / EQ U A S S i au d i it or
67
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 30.11.-01.12.2015
AS Hoolekandeteenused Tartu Kaunase Kodu
Elo Tuppits
© 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 (max. 10 küsimust)
1. P a lu n k ir j e ld a g e, k es o n t ei e as ut us e p e am is e d k l i en d id (k l ie n d igr u p id ) , k u id as
k lie n d id t e ie as u t us s e j õu a v ad n i n g to im ub k l i en t id e le t e en us e v a l i m ine.
2. M ik s al us ta t i teie as u tus es EQ U A S S i r ak en dam is eg a ja m id a on
k va li t ee d is üs t eem i r ak en d am is e ga s aa v ut a tu d?
3. M i d a ol e te t e in u d te e nus te k va l i te e d i t a gam is ek s j a t õs tm is e k s om a as u tus es
pär as t ee lm is t EQ UA S S a ud i t it ( s h s eos es k ok k ule pi t ud p ar e nd us t eg e v us t e ga) ?
4. Pa l u n k ir j e ld a ge om a or g a nis a ts io o ni i ga - a as t as t te g e vus te pl a ne er im is e j a
aru a n dl us e pr ots es s i j a p id e v at p ar e nd us t e pro ts es s i ( P DC A ts ük k e l).
5. K ui d as o n t ag a t u d k lie nt i d e õ ig us te k a i ts e (s h t öö a ndj a j u ur es ) j a k li e nt i d e
en es em äär am in e?
6. Ku i das r ak en da t e o m a tö ös is ik uk es k s us e j a t ee n us t e p i de v us e põ h im õt et ?
7. M i l lis e d on K a u nas e Ko d u pe am is e d h u vi gru p i d, k e l le g a j a m il l i s t k oos tö ö d t e et e
n in g m i l l is t l is a v äär t us t s ee l ä bi ol e te s a a v ut a nu d ?
8. K u id as k aas a te t ee n us e s a aj a i d, p er s on a l i ja m u id h u v i gru p p e t ee n us t e
are n d am is s e?
9. M il l is ed o n v i im as e l a as t a l ol n ud p eam is ed tak is tus e d as ut us e tö ös j a m il l is ed
on v õim a l ik ud l a he n du s ed ?
10 . Mi l l is e id p ar e nd us pr oj ek te / i nn o v ats i oo n i proj ek te o l et e e l l u v i in ud / p l an e er it e?
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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
Kv al i te e d i ju ht
J uh t/ dir ek tor
Huv i gr up i d
P er s o n a l
Juht im in e 1. K ir j e l d ag e Teie as u tus e j uh t im is e
k or r al d us t ja a as tas e p la n ee rim is e x X
k or r al d us t ?
2. K as o l et e t ea d l i k ud as u t us e
m is s io o nis t, v is i oo n is t ja
x
v äär t us h i n na n gu tes t ? Pa l un
s õn as ta g e.
3. M il l is e id on T ei e as u tu s e
x x X
k va li t ee d ip õ h im õtt ed ?
4. K ir j e l d ag e, m i l l is e id as ut us e
te e nus e id t e at e n in g k u id as o le t e x x
ne n des t t ea d a s aa n u d ?
5. K as T ei lt o n k üs it u d j a k ui das on T e i l
v õ im al ik a nd a t ag as is i de t p ak uta v a te
x x
te e nus te k oh t a? Ku i das te i e
ta g as is i d eg a o n ar v es t at u d?
6. K ui d as k og u te i nf ot ü h is k on na
v aj a d us t e k oht a n in g m il l is ei d
X
üh is k o nn a vaj a dus te l e / k oguk on n al e
s uu n at u d te g e vus i o l et e k orr a ld a nu d ?
P er so na l 1. K ui d as to im ub as u tus e t öö t aj a te j a
v ab a ta ht l ik e v är bam i n e, k oo l it am in e x X x
j a m ot i ve er im in e ?
2. K ui d as j ä lg i tak s e t ee n us e x X
pak k um is eg a ots es e lt te g el e v at e
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tö öt aj at e te g e vus t (p er i oo d i lis e lt )?
3. K ui d as k a as a t ak s e p er s on a l i te e nus t e
p la n eer im is s e, ar e nd a m is s e j a x X X
h in d am is s e ?
4. K ui d as ta g at e as ut us e t öök es k k onn a
tur v a l is us e , k as o le t e k aard is t a n ud X X
r is k id j a ne n de m aa nd us t e ge v us ed ?
5. K ui d as h i nn at ak s e tö ö taj at e
k om pet e nts us nõ u de i d n in g k u i das x X x
tö öt i n gim us i?
6. K ir j e l d ag e as ut us e
m oti va ts io o n is üs t eem i j a k ui das x X x
to im ub t öö t aj a te t u nn u s tam in e ?
7. K ui d as a na l ü üs i t ak s e
X
k ool i tus te g e vus e ef ek ti i vs us t ?
Õ igu se d 1 A. Se l g it a g e , k u id as T ei le o n s e l g it at u d
j a k u id as t un n et e „k l i e nt i de õi g us j a
k ohus tus i“ , tu u es m õn ed nä i te d ?
x x
1 B. Kas o l et e t ea d l ik (T eid on
i nf or m eer it u d) om a õi g us t es t j a
k ohus tus tes t t ee n us e s aaj a na ?
2 A. Ku i das on k orra l d at u d et te p an ek ut e
j a k ae b us t e m e ne t lem i ne ni n g ta g at u d
s e ll e pr o ts es s i as j ak ohas us j a
l äb i pa is t vus ? x X
2 B. Ku i das t e en us e s a aj a d s a a va d
es it ad a e tt e pa n ek ui d v õ i k ae b us i?
3. Ku i das a it ab t e en us e os ut aj a k aas a
te e nus e s a aj a te en es e m äärat l em is e l e x x
( k uid as o l et e t oe ta n ud k li e nt i de
is eo ts us t am is t/ e n es e m äärat l em is t) j a
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k uid as s e da ig a - a as t a s e lt h i nn a tak s e ?
4. Ku i das i nf orm eer it a k s e te e nus e s a aj a t
õ ig us es t s a a da e es tk os tj a t v õ i tu g i is ik u t x x
j a k u id as s e da ig a - a as tas e lt h i n na tak s e ?
5. Ku i das T e h i nd at e , k uid as T e i d
X
k ohe l dak s e t ee n us e s aaj at e na ?
E et i k a 1. M il l is e d on T e ie a s u tu s e te e nus t e
os u t am is e p õh im õt te i d n i ng x x x
v äär t us h i n na n gu d ?
2. K ui d as T e i d o n i nf orm eer i tu d
ee t ik ak ood ek s is t j a k u i das t u nn et e
x x
v as t a v ai d p õ him õt t ei d (to o ge
nä i te i d) ?
3. K ui d as o n ta g at u d te e nus e s a aj a t e
k onf id e nts i aa ls us j a is ik ua n dm ete
k aits e n in g k ui s a g e li v aa d at ak s e
x x X
v as t a v ai d p õ him õt t ei d ü le j a
an a l üüs i tak s e (k oos p ers o n a l ig a) ?
M il l is e id m uu da t us i v i i m ati te h ti ?
4. K ui d as p ääs e te li g i om a is ik l ik el e
x x
an dm et e le ? (k l i e nd i to i m ik )
5. K ui d as h i nd at e om a k ä it um is e/
te g e vus te ef ek ti i vs us t te e nus e
s aaj at e f üüs i l is e, va im s e v õ i x x X
f in an ts i lis e är ak as u t a m is e
en n et am is e l ?
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Koo st öö suh t ed 1. K el l e ga j a m il l is t k oos t öö d t ee t e
( s e lg i ta g e n äi d et e v ar a l, s h
s ots i aa l v a ldk o n na p ar t ner i d, x x X
tö ö an dj a d , r a has taj a d, p art n er id
te e nus e ar e nd am is e l ) ?
2. K ui d as k a as a t ak s e t e e nus t e x x x x
ar e n d am is s e te e n us e s aaj a id ( ne n de
es in d aj a i d), t e en us e o s tj a i d j a
ha nk ij a i d ?
3. K ui d as k a as a t ak s e (n e nd e) o ot us te x x
j a v aj a d us t e v ä lj as e l gi tam is e k s
v ä lis e i d hu v i gr up p e ?
4. K ui d as (m i l l is t e k ri te er i um id e a lus e l) x x X
an a l üüs i te j a h i n da t e k oos t öös t
tu l en e v at lis a nd v ä ärt u s t?
5. P al u n to o g e m õn i n ä id e, k ui d as X X
o le te t e i nu d v a l ik u par im a t e en us e
pak k uj a os as , k u i o n o l em as m itu
pak k uj at / k onk ur e nts
O s al em in e 1. K ui d as os a le v a d te e nu s e s a aj a d x x X
v aj a d us t e v ä lj as e l gi t a m is el ,
te e nus te pl a ne er im is e l j a
an a l üüs im is e l (k v al i te ed i j a
tu l em us te h i n dam is e l) ?
2. K ui d as ta g at e , et p ers on a l i l on x X
v aj a l ik ud t e adm is ed j a os k us ed
te e nus e s a aj a te j õ us ta m is ek s ?
3. K ui d as j õ us t am in e to i m ub x X
i ga p äe v as es e lus j a m i l lis e i d
m õõde t a va i d t ul em us i on
s aa v u ta tu d ?
4. K as j a k u id as o n t ee n us e s aaj at e x x X
os a l em is ek s vaj a l ik ud m eetm ed,
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te g e vus e d j a k or d k oo s k õlas ta t ud
te e nus e s a aj a te g a v õ i ne n de
es in d aj a te g a?
5. K ui s ag e l i j a k u id as va ad a tak s e ü l e x x x
te e nus e s a aj a te v õ i ne nd e
es in d aj a te os a l em is e g a s e ot ud
m eetm ed n in g m il l is e d o n o l nu d
v i im as e d m uu da t us e d ?
Is ik uk e sk su s 1. K ui d as o n te e te k in d la k s rah as t aj a t e x x x
n in g t eis t e o lu l is t e h u v i gru p p id e
v aj a d us e d j a k u i das n en d eg a
ar ves t at ak s e?
2. K ui d as o l et e r a hu l t e e nus e pak k uj a x x
as uk o ha g a?
3 A. Ku i das on t a ga tu d , et t ee n us e x x X
os u t aj a p ak ub om a t ee nus e i d v as t a v al t
te e nus e s a aj a vaj a dus te l e?
3 B. Kas in d i v id u aa l n e te g e vus p la a n
v as t a b T e ie v aj a d us t e l e j a o ot us t e le ?
4. Ku i das v aa d at ak s e as u t us e p o o lt x x
pak u ta v a id t e en us e id ü le , ar v es t a des
s am as t ee n us e s aaj at e o od at a v at e
tu l em us te g a?
5. Kas in d i v id u aa l n e t eg e v us p l a an o n x x x
k oos k õl as t at u d j a s e d a o n k orr ig e er it u d
v as t a v al t t ee n us e s a aj a ta g as is i d e le ?
Lai ah a ar de li su s 1. K ui d as ta g at e , et p ers on a l i l on x x X
üh t ne ar us a am pe am is tes t te e nus e
os u t am is e pr ots es s id e s t j a en d a
v as t ut us es t n e nd es ?
2. K ui d as k as ut at e x x
m ult id is ts ip l i na ars et lä he n em is t
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k lie n d il e i n d i v id u aa ls e
te g e vus p la a n i k o os t a m is el j a
r ak en d am is e l?
3. K ui d as ta g at e , et t e en us e s aaj a x x
e luk v a l it ee t o n i n di v i d ua a ls el t
m äärat l et u d te e nus e s aaj a v õ i t em a
per ek o nn a p oo l t?
4. M il l is e id m eet o d ei d k as ut at e k li e nd i x X
e luk v a l it ee t i p are n da v at e t eg e v us t e
ef ek ti i vs us e hi n dam is e k s ?
5. K ui d as ta g at e k li e nt i d e le n e nd e x x X
v aj a d us t e le vas t a va k atk em atu
te e nus e j a k u i das s ed a h in n at ak s e
i ga- a as t as el t ?
T ulemu st el e 1. K ui d as j a k u i t ih t i h in d at e k l i en t id e x x x x
ori en t e e rit u s i nd i v i du a a ls e tes pl a an i des s e a tu d
ees m ärk id e t ä itm is t ?
2. K ui d as m õõ d et ak s e te en us e s a aj a te / x x x x X
ha nk ij a t e / te l l ij a t e j a r ah as taj at e
r ah u l o lu j a m id a o le t e s e ll e p õ hj a l
m uutn u d?
3. K el l e l e j a m il l is t ü le v a ad e t an t ak s e x x x
as u t us e t e ge v us es t s i htr ü hm ade l e
n in g k as s e e o n n e il e arus a a da v as
k eel es ?
4. K ui d as h i nn at ak s e as u tus e t eg e v us t e x x
tu l em us te l is a v ä ärt us t os tj at e le j a
r ah as taj at e l e ?
5. K ui d as o l et e r a hu l Ka u nas e K o d u x x
s ea t ud e es m ärk id e tä i t m is eg a
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v õr r el d es te is te A S H K T k odud e g a?
Pi dev a r eng 1. K ir j e l d ag e P DC A ts ük l i t o im im is t om a x
as u t us es (t o og e n ä it e i d)
2. K ui d as o l et e k urs is h u v i gru p p id e x x
uu t e j a m uu tu v a te vaj a dus t eg a ?
T oog e n ä it e id hu v i gr u pp i d e
es il ek erk in u d v aj a d us t es t
3. T oog e n ä it e id in n o va a ti l is tes t x x x
tö öm eet o d it es t m id a o l et e v i im as e l
aj a l (s h v i im as el 2 a as ta l)
r ak en d an u d.
4. P al u n k irj e ld a ge m õn d om a x x
ar e n d us pr oj ek t i.
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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. A S H oo l ek an de t ee n us ed K va l i te e d ij u ht
2. A S H oo l ek an de t ee n us ed T öö t aj a k äs ir a am at
3. A S H oo l ek an de t ee n us ed k orra d j a j u he n d id
4. T ööt aj a te m ap i d
5. Le p i ng u d (sh pr ak tik a - ja as en d us t e en is t us ) ja am et ij u h en d i d , m is on
v i id a tu d t õe n dus m at er j a li n a
6. T ööt aj a te k oos o l ek ute pr o t ok ol l i d, m is o n v i i d at u d tõ e nd us m at erj a l i na
7. K l ie n d ik oos ol ek ut e ja k og em us gr u pp i d e pr ot ok o ll i d, m is on v ii d at u d
tõ e nd us m at er j a l i na
8. Nä i te d k l i en t id e t o im ik ut es t , s h ü l e va a tam is e l ä b in u d te g e vus p l aa n i d .
9. K au n as e Ko d u tö ö p la a n id 2 0 14 - 2 0 15 j a k va rt aa ls e d ü le v a at e d
10 . T agas is i de s üs t e em i dok um en di d ( k õik i d e os ap o o lt e s e as l äb i v i id u d
rah u l o lu k üs i t lus te k ok k uvõ tt e d, a nk ee d i d, t a gas is i de l e he d j n e)
S am uti pa l um e a ud i it o r i j a ok s va lm is p a nn a ta ot l us dok um en d is m ärg it ud ü lej ä än u d
tõ e nd us dok um en d id .
3. Personali, teenuse saajate ja teiste 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. A S H KT t e en us t e os ak on na j u h at aj a 30 - 4 5 m i n
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2. K au n as e K od u j u ha t aj a 45 m in
Personal Kestvus
1. K va l i te e dij u ht / k va li t ee d is üs t eem i 30- 4 5 m i nu t it
ees t v as tu ta v t ö öt aj a
2. Pe rs o n al ( v õ im al us e l 3- 4 t öö taj at , s h K un i 4 5 m i nu t it
v an em te ge v us j uh e nd a j a; e ri n e va d
as u p a ig a d j a te e nus e d ,)
Teenuse saajad Kestvus
1. G ru p i in t er vj u u t oe t at ud e l am is e ,
i ga p äe v a el u t o et am is e ja t öö tam is e
Kuni 45 min
to et am is e t ee n us e s aaj at e ga ( as ut us e
es in d aj a võ i b v aj ad us e l j uur es vi i b id a)
2.G r u p ii n ter vj u u k og uk on nas e l am is e K un i 4 5 m i n
te e nus e s a aj a t eg a, k aas a ta võ i b ka
k lie n ti d e lä h ed as i ( as u t us e es in d aj a
v õ ib vaj a dus e l j u ur es v i ib i d a)
Teised huvigrupid Kestvus
1. As u t us e k oos tö öp ar tn er i d (2 - 3) K un i 4 5 m i n
as u t us e va l ik u l
2. As ut us e r a has taj a( d) K un i 3 0 m i n
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Asutuse külastuse ajakava
Kuup ä ev P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 9 :1 5 A v ak oos o lek
9: 1 5- 1 2: 1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 : 15- 1 3: 0 0 In ter vj u u k v a l it ee d ij u h i / EQ UA S S k v al i te e d is üs t e em i
r ak en d am is e e es t vas t ut a v a tö öt aj ag a
13 : 00- 1 3. 3 0 Lõ u na p aus
13 : 30- 1 4: 1 5 In ter vj u u p er s o n al i g a
14 : 15 – 14 :3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
14 : 15 – 15 :0 0 In ter vj u u te e nus e s a aj at e ga (g ru p p 1 - t oe ta t ud el am in e , to et a tu d
tö öt am in e, i ga p äe v a el u to e tam in e )
15 : 00 – 15 :1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
15 : 15 – 16 :0 0 In ter vj u u k o os t öö p art n er it eg a
16 : 00 – 16 :1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
16 : 15 – 16 :4 5 In ter vj u u r a has taj a ga ( s oo v i k orra l Sk yp e´ i v õ i te l ef o ni t e e l)
16 : 45 – 17 :0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
Kuup ä ev P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 1 0: 3 0 T een us e os ut am is e k o h t a de ( Mõ is a va h e tn j a K au n as e ps t
k or ter it e) k ül as t us , i nt er vj u u p ers on a l ig a
10 : 30- 1 1: 0 0 In ter vj u u te e nus e s a aj at e ga (g ru p p 2 – k o g u k onn as e lam i ne )
11 : 00- 1 2: 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 : 00- 1 3: 0 0 Lõ u na p aus
13 : 00- 1 3: 3 0 In ter vj u u H KT te e n us t e d irek t or ig a /H KT es i nd aj ag a (s o o v i
k or r al Sk yp e` i võ i t e lef on i t e el
13 : 30- 1 4: 1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
14 : 15- 1 5: 0 0 In ter vj u u K au n as e K od u j uh i g a
15 : 00- 1 6: 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
16 : 30- 1 7: 0 0 Lõ p uk oos o lek
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 16. detsember 2015. a. 12:12
Adressaat: 'Guus van Beek'
Koopia: '
[email protected]'
Teema: AS Hoolekandeteenused Kaunase Kodu audit report
Manused: EQUASS_Assurance_taotlusvorm_Tartu_Kaunase_Kodu.xlsx; Tartu_Kaunase_Kodu_
2015_Audit Report.docx; 20151112
_Additional_Information_Form_Tartu_Kaunase_Kodu.doc;
Auditi_külastuse_ettevalmistus_Tartu_Kaunase_Kodu_2015.docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of AS Hoolekandeteenused Kaunase Kodu EE2015-022.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.equass.ee
www.astangu.ee
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