Kristi Reimets
Saatja: Keiu Talve
Saatmisaeg: 17. detsember 2013. a. 12:03
Adressaat: Kristi Reimets
Teema: FW: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Manused: SA Tartu Vaimse Tervise Hooldekeskuse Audit Report2.docx
From: Keiu Talve
Sent: Friday, December 13, 2013 3:02 PM
To: 'Guus van Beek'
Subject: RE: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Dear Guus,
The auditor has hopefully improved the report. Please review!
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
From: Guus van Beek [mailto:
[email protected]]
Sent: Tuesday, December 03, 2013 11:41 AM
To: Keiu Talve
Cc: Marie Dubost; Jan Spooren
Subject: Re: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Importance: High
Dear Keiu,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m Ta r t u Va i m s e T e r vi s e H o o l d e k e s k u s (R e f e r e n c e N u m b e r
E E 2 0 1 3 - 1 0 ) a n d I c o n c l u d e t h a t t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f t h i s
o r g a n i z a t i o n me e t s a l l t h e E Q U AS S a s s u r a n c e c r i t e r i a .
Th e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f T a r t u Va i m s e T e r vi s e H o o l d e k e s k u s
(R e f e r e n c e N u m b e r E E 2 0 1 3 - 1 0 ) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f T a r t u Va i ms e Te r vi s e H o o l d e k e s k u s
(R e f e r e n c e N u m b e r E E 2 0 1 3 - 1 0 ) w i t h E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
E Q U AS S E s t o n i a .
Note:
1. Th e w a y t h e f e e d b a c k i n t h e r e p o r t i s w r i t t e n d o e s n o t a d d m u c h va l u e / m o r e i n f o r m a t i o n
t o t h e s o c i a l s e r vi c e p r o vi d e r . Th e f e e d b a c k w r i t t e n i n t h e b o x e s o f strengths repeat what is
1
asked / stated in the criteria (I .e The criteria is asking for mission, vision and values: the
feedback writes that the organization has mi ssion, vision and values and that is was possible
to verify during the audit. This is actually not a straights but it confirm meeting the criteria. All
feedback is wringing in this way.
2. In the agreed topics for improvement the is a topic which should be c overs in meeting a
criteria: active involvement of persons served. So, it may give the i mpression that a criteria is
not met and therefore the organization cannot be certified.
3. The auditor has respected the guidelines for writing the audit report (especially the section
closing remarks)
I would propose the following:
1. The social service provider will be certified with EQU ASS Assurance (all criteria are met)
2. The auditor will adjust his report according the following criteria:
1. Applying the guidelines for writing an audit report (see: closing remarks)
2. More specific information in identifying strengths on the performance on the criteria.
3. The report needs to be sent to EQUASS Brussels for review and approval. After approval the audit report can be shared with
the social service provider.
4. The auditor will be encouraged to attend the up-coming calibration training for EQUASS assurance auditors.
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Keiu Talve <
[email protected]>
Datum: maandag 25 november 2013 13:53
Aan: Guus van Beek <
[email protected]>
CC: Marie Dubost <
[email protected]>
Onderwerp: Audit report Tartu Vaimse Tervise Hooldekeskus, EE2013- 10
Dear Guus,
Attached you’ll find audit documents of EQUASS Assurance audit of Tartu Vaimse Tervise Hooldekeskus.
There is a problem with the application form as the criteria 48 does not show “FC” although the indicators have
been marked.
Please review the documents and let me know in case of any questions, comments!
2
Keiu
EQUASS Eesti
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
3
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 19-20. 11.2013
SA Tartu Vaimse Ter vise Hooldekeskus
Rain Sepping
© 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
S A T a rtu V a im se T e r v is e Hoo lde k es ku s
se rv i c e p rov id er
Ad d re s s:
St aa dio ni 5 2, 51 0 08 T ar tu
Po st bo x: 51 0 08
P er so n re sp on sib le Ind re k Soon ist e
(C EO ) :
Cont ac t p e rs on: Üll e L epi k
Pho ne: 7 3 61 5 0 0
Fa x: 73 6 15 0 1
E- m a il: Vt h k.v th k @m ai l. e e
W eb s ite: ht t p: / /w w w .tart uv thk . ee /
Na me of Au dit o r: Ra in S ep ping
Dat e s of aud it : 19- 2 0. 1 1. 2 01 3
Cli en ts: Num ber of p ers on s er v ed : 30 2
As of ( d at e): 3 02
St aff: Num ber of Fu l l t im e s t af f : 7 1
Num ber of P ar t t im e s t af f : 4
Num ber of C on tr ac t e d s taf f : 2
Num ber of vo l un t eers (if ap p l ic a b l e) 1 0
S erv ic e s: Reh ab il it atio n s erv i c e ;
everyday living support service;
2
employment support service;
supported living service.
3
2. Audit program
19.11.2013
9.00– 9.30 Meeting start -up
9.30 – 12.00 Lo oking throw the document s
12.00 – 12.30 Lunch
12.30- 14.00 Looking throw the documents
14.00 – 15.00 Meeting with clients
15.00 – 16.00 Meeting with personnel
16.00-17.00 Meet ing wit h qualit y manager
20.11.2013
9.00 – 10.00 Meeting with f under
10.00 – 11.00 Meet ing with personnel
11.00 - 12. 00 Meeting with st akeholders
12.00 – 12.30 Lunch
12.30-13.30 Meet ing with the person ser ved f amily members
13.30 – 14.30 Meet ing with clients
14.30 – 15.30 Meet ing with MD
15.30 – 17.00 Wrapping up and f eedback
4
1. 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 h e s erv ic es of t h e s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i o n of th e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d i ts v is i on , m is s io n and
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws
was v al i d at e d th a t em p lo ye e s ar e a war e
of t he v is i o n, m is s i on a n d c or p or at e
v a lu es . F or de v e l o p in g the v is i o n,
m is s io n a nd c o r p or a te va l u es s oc ia l
s er v ic e pro v i d er t o a r r a ng e a m ee ti n g
wer e a l l p er s o n n el wa s i n v o l ve d.
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.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d qu a l it y p o lic y a nd h e s t at e
i n de v e lo pm en t p la n i ts c om m itm ent t o
c on t in u ous im pr o vem en t. D ur in g t h e
i nt er v ie ws was v al i d at ed t h at em p lo ye e s
are a war e of t h e qu a l it y p o l i c y.
5
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he f e ed b ac k f r om em plo ye es , f u n ders ,
f am il y m em ber s a n d per s o ns s er ve d is
reg is te r e d. Dur i n g t h e i nt er v i e ws was
v a li d at e d t ha t t he s tak e ho l de r s h a ve
op p ort u n it y to give f e ed b ac k on
pro gr am m es a nd s er v ic es at th e
m eeti n gs .
4. T h e s oc i a l s er v ic e pr o v i d er inf o rm s al l s tak e ho l de rs a b ou t t h e of f er ed
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
6
Ex t er n al s tak e ho l d er s ar e a war e of th e
pro gr am m es an d s er v ic es of f ere d.
Hom ep a ge , m eet i ng pr o t oc o ls an d e -
m ails we re pr es en te d as pr o of t h at a l l
th is inf orm ati o n was pr es e nt e d t o a l l
i nt eres t ed par ts .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he a nn u a l p l an n i ng pr oc es s a n d t he
re v ie w pr oc es s ar e doc um ent e d and
ap p l ie d i n d if f er en t d e v e lo pm en t p la ns .
6. T he p l a n i nc lu d es :
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 pe rf orm anc e of t he or g an is at i o n i n m eet in g its
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
7
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l p l a nn i n g pr o c es s has c yc lic S om e an n ua l tar g ets are d ec l ar at i v e,
c har ac ter ; A nn u a l ou tc om es /t arg e ts , th e ir r e a li za t i o ns is d if f ic u lt t o m eas ur e .
ex p ec te d r es u l ts an d p r oc e dur es f or
M itm ed are n guk a v a ees m ärg i d on
re v ie w of t h e o bj ec t i ve s wer e in p lac e.
ü lds õ na l is ed n i ng n en d e t ä itm is t on
ras k e m õõ ta ,
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Loc a l g o v er nm e nt f or m s Cou nc i l, wh ic h
is hi g hes t m an ag em e nt b od y a nd wh o
g i ves d ir ec t f e e db ac k to t he s er v ic e
pro v i d er. Dur i n g i n ter v i e w tr a ns p ir e
th at t h e s oc i a l s er v ic e pr o v id er c o ll ec ts
f ee db ac k f r om s tak eh o l der s in the
s oc ie t y at the m e et i ngs an d o pe n
d is p os als ( f a ir , s e ll - of f e tc ) .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t i o n pr ogr a m >
8
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er
dem ons tr at es o r g a n is a t io ns s oc i a l
res p o ns ib i l it y a nd i n no v a ti v e wa y of
work i n g t hr o u gh pr of es s i o na l
c onf ere nc e a nd c o o pe r at i on pr oj ec t .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er des c r i b e i n Im pro vem e nt s ug g es t i on wo u l d b e to
doc um en t s c l ear l y t h e s e lec t io n p o l ic y us e i n dic a tors f o r m ea s ur in g t h e s tr es s -
an d a p pra is a l i nt er v i e w or d er . l e ve l of s taf f t o e v a lu a te it.
S oo v i tus võ tt a k as ut us e l e m õõ d et a v ad
i nd ik aa t or id p ers o n a l i s tr es s it as em e
h in d am is ek s .
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 .
9
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he c om pet e nc e r eq u ir em ents f or s t af f
(i nc l u d in g v ol u nt e e r s ) has b ee n
i de nt if ie d, s pec if ie d, doc um ent e d a nd
e va l u at ed o n a n a n n ua l b as is . D uri n g
th e i nt er v i e ws was v a l i da te d t ha t s t af f is
f am ili ar wit h t he r eq u ir em ents f or
c om pet e nc e .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der h as
s uc c es f ul l y us e d th e p ot i en ts ia l of t he
work i n g s pec i a l is ts f or i n - ho us e-
tra i n in g, ed uc at i on an d pr o vis i o n
s up p ort i v e s er v ic es f o r s t af f .
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 .
10
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er has p o l ic y
f or s ho wi n g r ec o g n it i on to s taf f an d t o
v o lu nt e ers . T h e s oc ia l s er v ic e pr o v id er
e va l u at es t he c om pe t enc e of t he
pers o n ne l an n ua l l y. T he work in g
c on d it i o ns of s t af f is e v a lu at e .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v id er h as po l ic y,
doc um en ts a n d pr oc e dur es in p l ac e to
c o ll ec t f e e db ac k f r om s taf f .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
11
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i d er c o ll ec ts In in ter es t of t h e em pl o ye es , th e o pt i ons
s ys tem at ic al l y f ee d ba c k f r om per s o n ne l of s u p er v is io n - s er v ic e f rom the ou ts id e
an d if p os s ib l e im pl em en ts t hem . s ho u l d be c ons i d ere d.
Tö ö ta j at e h uv id es t u l ek s l e id a v õ i ma -
l us e d s u pe rv is i o on ik s k a v ä l jas tp o o lt
as u t us t .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
12
T he s oc ia l s er v ic e pr o v i der has
im pl em ent e d c har te r of r i g hts f or th e
pers o ns s er v e d . T h e c h ar t er of r i gh ts
c onf orm to th e i nt er n a ti o n al hum an
ri gh ts c on v e nt i ons . Dur i n g the
i nt er v ie w s wit h t he p er s o n n el was a ls o
v a li d at e d th at al l p er s on n e l is f am il ia r
wi t h th e c h ar t er of r i g hts .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i al s er v ic e pr o v i d er i nf orm s
pers o ns s er v e d ab o ut the ir r i gh ts a nd
du t ies . T he p er s o n s er ve d o r h is / h er
rep res e nt at i v e s i g ns th e d oc um en t
ab o ut t h e r i gh ts a nd d ut i es as a p art of
s er v ic e c o ntr ac t. The s oc i a l s er v ic e
pro v i d er inf or m s al l s t af f an d v o lu nt e ers
of th e r ig hts a nd du t i es of t he pe rs o ns
s er ve d . S i gn at ur e is c o ll ec te d as pr o of .
17 . T he s oc i a l s er v i c e pr o v id er h as ac c es s ib l e c om pl a i nt m ana g em ent
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 .
13
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s e r vic e pr o v i der h as in p l ac e
c om pl a in t m an ag em ent s ys t em wh ic h
as s ur es a p pr o pr i at e a nd obj ec t i v e
i n ves t ig at i o n.
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der r es p ec ts th e
f un dam en t al r i gh t t o s e lf - de t er m in at i on
of th e per s o n s e r v ed . It was als o
v a li d at e d du r i n g th e i n ter v i e w.
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
14
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er ve d pr o v i d er inf orm s T o c re at e ac t i ve r epr e s e n t at i on of
rep res e nt at i v e of per s ons s er v ed h o w to pers o ns s er v ed t h e i n v o l vem en t of
ac c es s a d voc at es a nd / or s u p por t in g c l ie n t gu ar d ia ns s h o ul d b e c ons i d ere d .
pers o ns .
Te gus a j a ak t iiv s e k l i e nd i es in d us e
l oo m is ek s v õ ik s k aa l u da ots es t e
te e nus te s aa j at e k õrv a l k a k l i e nt i de
ho o l da j at e / es i nd a j at e k aas a m is t .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i der has a p o l ic y
on e th ic s r ef l ec t i n g th e d i g n it y of
pers o ns s er ve d a nd pr ot ec t i n g t h em
f rom undu e r is k . T he s oc ia l s er v ic e
pro v i d er tr a ins a ll s ta f f and vo l un t eers
on th e e t hic s p ol ic y an d t h e pr i nc ip l es
an d v a lu es t h at g o v er n b e ha v i our i n
s er v ic e d el i v er y. S i g n at ur e is c o l lec te d
as pr oof .
21 . T he s oc ia l s e r vic e pr o v id er op er at es m ec han is m s wh ic h pr e ve n t th e
ph ys ic a l, m ent a l a nd f i na nc i al ab us e of u s ers .
15
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i de r h as a
doc um en te d po l ic y a nd pr oc ed ur es t o
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l
ab us e of per s o n s er v e d.
22 . T he s oc i a l s er v i c e pr o v id er pr o v i des s erv ic es i n a s af e s ys tem of
work i n g wit h in a s af e e n v iro nm en t t o e n s ure th e ph ys ic a l s e c ur it y of
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
doc um en te d i n o per a ti on a l g ui d e h ea l th
an d s af e t y p l an f or p e r s ons s er ve d as a
par t of th e r is k m an ag em ent .
23 . 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
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
16
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
s et of pr i nc ip l es , v a l u es a n d pr oc e dur es
(c od e of E th ic s ) t o a s s ur e an d g o v ern
be h a v io ur in s e r vic e d e l i v er y. S taf f
(i nc l u d in g v ol u nt e er s ) ar e a war e a b ou t
th e set of pr inc i p l es , v a lu es an d
proc e d ures th a t g o v er n b eh a v i our in
s er v ic e d el i v er y. S i g n at ur e is c o l lec te d
as pr oof .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
po l ic y and pr oc e d u r e f or as s ur in g
c onf id e nt i a li t y of d a ta . The pers o ns
s er ve d a n d t he r epr es e n ta t i ve of the
pers o n ar e a war e a b ou t t h e pr oc ed ur e
to ac c es s h is p er s on a l d at a .
17
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 na 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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v id er h as def in e d
th e ro l es a nd r e s po ns i bi l i ti es of
m anag em en t a nd f unc t io ns d ir ec t l y
i n vo l v ed wi th s er v ic e s de l i ver y t o t he
pers o ns s er v ed .
26 . T h e s oc i a l s er v ic e pr o vi d er work s i n p art ners h i p wi th o th er or g an is at i o ns
i n th e pr o v is io n of s er v ic es .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
th e s oc i a l s er v ic e pr o v i der pa r t ners h i ps
wi t h f un d in g a g e nc i es a nd s oc ia l
par t ners . T he s oc i a l s er v ic e pr o v id er
e va l u at es t he ad d e d v a l ue of its
par t ners h i ps on r eg u l a r b as is .
18
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i d er i n v ol v es
re le v a nt ex t er na l s tak e ho l de r s and
pers o ns s er ve d i n as s es s m ent of n e eds
an d de v e lo pm en t of pr o gr am m es . By
de v e l opm en t of s er v ic es h el ps a l ot of
c om pl a in t m ana g em ent s ys t em , wh ic h
ha v e be e n an ex am pl e t o ot he r s er v ic e
pro v i d ers .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
19
T he s oc i a l s er v ic e pr o v id er has p o l ic y
an d pr oc ed ur e f or ac t i v e i n vo l v em en t of
pers o n s er v e d in pl a nn i n g and
e va l u at i on . A l l p la ns ha v e a n i n di v i d ua l
ap pr o ac h a n d ar e c ar r i ed o u t b y a c ros s
f unc t i o na l t e am wher e p er s on s er v ed
an d r epr es en t at i v e is i nc lu d ed as a par t
of t h e t e am .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e p r o v id er f ac i l it at es Di g it a l i ze d c l i e nts d ev e lo p me n t
th e p ar tic i p at i on of th e p er s ons s er v ed abs tr ac ts c re a te as s u mp t io ns f or
bas e d o n t h e ir as s es s ed n e ed s . A l l t he i nc re as i ng o f t he ev a l ua t io n o f th e l i fe
m eas ur es , ac t i v it i es an d p o l ic y f or qu a l ity in lo n ger per i o ds of t i m e.
par t ic ip a ti o n has be e n ag r e e d wi t h t h e
Di g it a l is e er i tu d k l i en d i ar e ng u
pers o ns s er v ed or r epr es e nt at i v es of
k ok k uv õ tt ed lo ov ad ee l dus e d
pers o ns s er v e d. The s oc i a l s er v ic e
e luk v a l it ee d i t õus u h i n da m is ek s p ik e m a l
pro v i d er e v a lu at es ac ti v i t ies a n d p o lic y
per i o od i l .
f or par t ic i p at i o n of p er s o ns s er v e d or
rep res e nt at i v es of per s ons s er v e d o n an
an n ua l b as is .
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
20
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er
s ys tem at ic al l y f ac il i ta t es the
em po werm en t of t h e p er s o ns s er v e d.
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.
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d m eas ur es f or c r ea t in g an
em po wer i ng e n vi r o nm ent in the
org a n is a t io n . T he s oc ia l s er v ic e
pro v i d er tr a in s a ll s ta f f to f ac i li t at e t h e
em po werm en t of per s o ns s er v ed .
32 . T he s oc i al s er v ic e pr o v i der s e lec ts pr ogr am m es wh ic h are bas e d o n a
ne e ds as s es s m ent at th e l oc at i on wh ic h i s m os t c o n ve n i en t f o r th e p ers on
s er ve d , f am i l y a nd c a r e tak er s
21
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d the ne e ds of c ur r en t an d
po t en t ia l pe r s o ns s er ve d . In
c o ll a bo ra t io n wit h s tak e ho l de r an d
par t ner t ak es p l ac e c o n ti n u ous
im pro v em ent t o f i n d be tt er loc at i o n f or
th e e v er yd a y l if e s up p or t s e r vic e .
33 . T he s oc i a l s er v i c e pr o v id er of f ers p rog ram m es c ons is te n t wit h t h 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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A l l pr og ram s ar e ba s ed on p ers o n a l
p la n ( P C P- p er s o na l is ed c ar e p l an) a n d
m eet th e n ee ds of t he c l ie n t .
34 . T he s oc i a l s er v ic e pr o v i der o per at es in d i v i du a l pr oc es s es t h at are dr i ve n
b y th e n e eds of t he p e r s on s er ve d .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
22
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e pr o v i der de l i v er
s er v ic es b as e d o n t he n e eds of t he
pers o ns s er v ed . The In d i v i du a l P la n
(P CP ) is r e v is e d bas e d on t he f ee d b ac k
of t he p er s on s er v e d or by pers o n
rep res e nt at i v e. A ls o d ur i n g the
i nt er v ie ws wa s v a li d a te d t ha t a l l p la ns
ha v e a n i nd i v i du a l a ppr o ac h an d ar e
c arr ie d o ut b y a c r os s f unc ti o na l t eam
wh er e c l i e nt or c li e nt r epr es e nt at i v e is
i nc l u de d as a par t of t he t e am .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v id er r ec or d s t he
i de nt if ie d ne e ds a n d e x pec t at i ons of t he
pers o n s er v ed in a n I nd i v i du a l P l an .
T he i n d i vi d u al p l an s c on ta i n t ar g ets ,
work i n g m etho ds and a ls o r es u l ts .
Dur i n g t he i n ter v i e ws was v a l id a te d t h at
eac h I n di v i d ua l P la n is s i gn e d b y t h e
pers o n s er v e d or h is / h er
rep res e nt at i v es .
23
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d a n d d oc um e nt t h e k e y s er v ic e
de l i v er y pr oc es s es .
37 . T h e s oc i a l s er v ic e pr o v id er r e v ie ws th is de l i v er y pro c es s a nd m aint a i 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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der m on it ors Fas t ad d it i o n of d i g it a l i ze d d oc um ents
th e p erf or m anc e of th e k e y s er v ic e th at are r el a te d t o th e s er v ic e r eq u ir es
tak i ng t h e d oc um en t m an a gem e nt
de l i v er y pr oc es s es o n r eg u l ar b as is .
pro gr am i n us e i n ne ar b y f u t ure . T h e
In ter n a l a ud i t pr oc e d u r e s of ex is t enc e of th e pr o gr am wo u ld he l p to
c on tr ac t ua l ob l i ga t io ns h e lps t o us e ex p a nd t h e s er v ic es i n t he f ut ur e.
of f th e t ot a l v o lum e of th e c o ntr ac t . T een us eg a s e ot u d d ig i ta l is eer i tu d
dok um en t id e k i ir e l is a nd um in e e e ld a b
l äh em al aj a l d ok um end ih a ld us -
pro gr am m i k as u tus e l e v õt tu . S e l le
o lem as o l u l o n l ih t ne t u l e vik us k a
te g e vus t l a ie n da d a.
24
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
proc es s es of s er v ic e d el i v er y
per i o d ic a l l y t o e ns ur e th at a c o nt i nu um
of s er v ic es is a v a i la b l e a nd ac c es s i b l e
to m eet t h e ne e ds a nd in t er es t of t h e
pers o ns s er v ed .
39 . T he s oc ia l s er v ic e pr o v i d er d e ve l o ps a s eam l es s c o nt i n uum of s er v ic es a nd
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 th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
E v al u at i o n on c o nt i nu i n g s er v ic e
de l i v er y is c ar r i ed o ut o n a n an n ua l
bas is . T he s oc i a l s er v ic e pr o v i d er
op er at es s er v ic es c h ar ac t er is e d b y a
m ult id is c i p li n ar y a p pr o ac h to th e
pers o ns s er v ed in t h e ir I nd i v i du a l P l an .
A l l p la ns h a v e a n i n d i vi d ua l ap pr oac h
an d ar e c ar r i ed o ut by a c ros s
f unc t i o na l t eam wher e p er s o n s er v e d or
rep res e nt at i v e of t he per s o n is i nc lu d ed
as a p art of t he t e am .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der e ns ur es t ha t
qu a l it y of lif e is s p ec i f ic to a n d d ef i ne d
b y eac h pe r s o n a nd f am il y r ec e i v i n g
s er v ic es . T h e ef f ec ti v en es s of q u a li t y of
l if e pr o gram m e is ev a l ua t ed . Du r i n g th e
i nt er v ie w s wi t h th e p er s o n n el a n d wi t h
c l ie n t it was a ls o v a l id at e d .
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 .
26
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i al s er v ic e pr o v i d er s p ec if i es
an d e v al u at es th e c om pet e nc ies a nd
s k il ls f or s taf f i n a n nu a l tr a i n in g p la n
an d r eg u la r i nt er na l t r a in i ng to en h anc e
qu a l it y of l if e of p er s o ns s er v 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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he o rg a nis a ti o n s ho w s c om pl i anc e wi t h
na t io n a l le g is l at i on . T he s oc i a l s er v ic e
pro v i d er m eas ur e an d r ep or t s i ts
perf orm anc e a ga i ns t bus i n es s
obj ec t i v es a nn u a l l y ( a nn u a l r e por t) .
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 .
27
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t i o n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e p r o v id er c om par es
th e o utc om es of t he I n d i vi d ua l P la n wi t h
th e ac h ie v e d ou tc om e of t h e pr o v i d ed
s er v ic es . T he s oc i a l s er v ic e pr o v id er
e va l u at es t h e ac h i e v ed r es u lts of t h e
obj ec t i v es of eac h I nd i v i du a l P l an .
44 . T he s oc i a l s er v ic e pr o v id er e v a l ua tes its bus i n es s res ul ts i n or der to
de t er m in e b es t va l u e f or purc h as ers an d f u nd ers ( ‘b es t v a lu e ’ c a n a ls o be
ex pr es s e d i n r e la t io n to t h e i nc re as ed qu a l i t y of lif e of f ere d t o th e p ers o n
be i n g s er v ed) .
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r vic e p r o v id er e v a l ua tes
th e s at is f ac t io n of p u r c has er s , f u nd i n g
bo d i es a n d f o u nd er ( c ar e of c o unc i l) .
T he f e e db ac k is as k ed a n d r ec e i v e d.
45 . T h e s oc i a l s er v i c e pr o v i d er e va l ua t e s th e i nd i v i d ua l a nd c o l lec t i ve
s at is f ac t io n of pe r s o n s s er ve d an d ot h er s tak e ho l de rs b y i nt er n a l a n d/ or
ex t er na l e v a l ua t io n.
28
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc i a l s er v ic e pr o v i der m eas ur e t h e Co nc urre n tl y wi t h op i n io n s ur v e y c o u ld
s at is f ac t io n of t he p er s ons s er v e d. A n d be us e d e v id e nc e - b as e d m et h ods
rep or t t he s at is f ac t io n r a t in gs of t he m eas ur e th e s a tis f ac t i on of the pers o ns
pers o ns s er v e d to th e r el e v an t s er ve d .
s tak e ho l de r s .
Ar v am us k üs it l us t e k õr v a l võ ik s k aa lu d a
k a tõe nd us p õh is te u u ri ng ut e lä b i v iim is t
k lie n d i r a hu l o lu m õõtm is el .
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
reg u l ar l y a nd qu ic k l y i nf or m i ng t h e ir
res u l ts us i n g t h e webs i te a n d d ir ec t
m ails . T he r e p or t on r ec or ds an d
ou tc om es is c o m m unic a t ed to
s tak e ho l de r s in un d er s t a nd a b le f orm
an d l a ng u ag e .
29
47 . T h e s oc i a l s er v ic e pr o v i d er ac t i v el y d is s em in at es org a n is a t io n perf orm anc 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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he p ar t of s oc i a l s er v ic e pr o v id er
rep or ts l oc a t ed in h is webs i te . S p ec ia l
par ts its pe r f or m anc e to p ur c h as ers ,
f un di n g b o d ies an d s t af f thr o u g h d ir ec t
c om m unic a ti o n.
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr o gr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Pr oc e d ur e was i n p la c e a nd pr es e nt e d .
T he r es u l ts of qu a l it y im pr o v em en t
proj ec ts ar e doc um en te d a nd s up er v is e
reg u l ar l y. A d va nc ed m etho d ol o g ies
re ve a l ed dur i n g t h e i nt er v ie ws .
49 The s oc i a l s er v i c e pr o v i der i d en t if i e s perf orm anc e i n 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 .
30
Rem ark f rom th e au d it or :
<T h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s er v ic e pr o v i der has
es t a bl is h ed d ur i ng t h e im pl em ent a t io n
qu a l it y m an ag em en t pr i nc ip l es
perf orm anc e i n d ic a to r s f or m eas ur i ng
th e r es u lts of im pr o v e m ent pr oj ec ts .
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
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 h e s erv ic es of t he s oc ia l s er v ic e pr ov id ers m e et t h is c r i ter i a of t he EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr a m >
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t h e i nt er v i e ws was va l i da t ed t h at
th e s oc i al s er v ic e pr o v i der is a war e of
th e n e w a n d em er g i ng ne e ds of
s tak e ho l de r s . T he s oc i a l s er v ic e
pro v i d er s e es th e f ut ur e i n of f er i n g m or e
a lt ern a ti v e s er v ic es of i n no v a ti v e wa ys
in supporting living and working
support services .
31
2. Agreed additional development / improvements
< T he ap p l ic a n t d ec i de d o n t he f o l l o wi n g im pro v em en t ac ti o ns a nd / or
ad d it i o na l d e v e lo pm en t f or t h e pe ri o d of t wo ye ars : >
Sho rt d es c ri ptio n of the a cti on s
( in clud ing SM ART ob je ctiv es )
1 T o h a ve c l ie n t de v e l op m ent abs tr ac ts f or i nc r eas i n g of t h e
e va l u at i on of t he lif e q ua l i t y i n l on g er p er io d s of tim e.
K l ie n d i ar e n g u k ok k uvõt te d e l uk va l i te e d i t õ u s u h in d am is ek s
p ik em al per i o od i l .
2 To h a ve i n v o l vem en t ac t i v e l y r e pres e nt at i on of pers o ns
s er ve d .
Kli en di e sind us te k a a sa mi ne a kt iiv se ma l v ii si l.
3 T o hav e s um ma r y d o c um ent m an ag em en t s ys t em .
Ül ev a at l ik u d ok um en dih ald us pr og ra mm i r ak en da min e .
4
5
6
32
3. Closing remarks
SA Tartu Vaimse Tervise Hooldekeskus (Foundation Mental Health Care Centre)
applied for the certification of EQUASS for rehabilitation service, everyday liv ing
support service, employment support service and supported living service. The
certification would co ver up one of the serv ice depart ments sphere, which is
located near the administration in a separate building. The Foundation is
established by Tartu city and the founder buys 1/3 of the services. The certifi -
cation services are provided to the people with mental disorder, but who are by
the age still capable o f working.
During the v isit in SA Tartu Vaimse Tervise Hooldekeskus I was co nvinced, that the
social service provider sees an implementation of quality systems as an oppor -
tunity to improve their management and to resolve challeng es that are connected
to the expansion of the services. During the interviews I established, that all of
the related parties were involved in the process. The staff has worked hard to
improve the quality of the service. It is impo rtant that staff would con tinue the
mission, values and ethical principles embraced by the care centre. That way,
when the amount of the services becomes bigger, the quality of the service would
not suffer.
Quality improving process has lasted for years. The last changes, associate d with
this process, was identified in administrative level. During the im plementation of
quality systems docum entatio n procedures have been arranged. Clear connections
between developing services and improving the life quality of the customers have
been created. The social service provider has taken a direction towards the
digitalizatio n of all processes in customer service. This creates opportunities for
data processing, statistics and to implementation different metrics. It would be
possible to use entri es to perso ns served database to mesure their life quality.
Accrual quantity of digital documents sets to dictate the usage of records
management program, which wo uld consider all of the needs of the service
provider.
The social service provider has made g reat efforts to compile and involve the
clients. Taking acco unt of service field, the involvement of perso ns served
guardians should be considered, because of the demanding social skills service
design often requires.
After verificatio n the indicators dur ing the site visit, reviewing documentation,
conducting several interviews with clients, employees and stakeholders, the
auditor reached the conclusion that the criteria’s for quality assurance of the
European Quality for Social services were fully met.
33
The social service provider staff always found time to interact with auditor during
the two days he visited them. The welcome was warm and I, as an auditor, hope to
be a supporter, not only a controller in their development path. In conclusion the
auditor th anks all of the staff for their cooperation in conducting the audit.
SA Tartu Vaimse Tervise Hooldekeskus esitas taotluse EQUASS kvaliteedi sertifikaadi
saamiseks rehabilitatsiooni -, igapäevaelu toetamise, töötamise toetamise ja toeta -
tud elamise teenusel e. Kvaliteedisertifikaat kataks ära ühe klienditööosakonna
tegevuse, lisaks nimetatud teenustele pakub sihtasutus teises eraldi asetsevas
osakonnas hooldusteenust. Auditeeritavaid teenuseid osutava üksusega asetseb
samas majas ka administratsioon. Te gemist on Tartu linnale kuuluva sihtasutusega,
mille teenuseid rahastab 1/3 ulatuses linn. Teenuseid, millele taotletakse
kvaliteedimärgist, osutatakse peamiselt psüühilise erivajadustega tööealistele
isikutele.
Asutuse külastuse käigus veendusin selles et teenu se osutaja näeb kvaliteedi -
süsteemi rakendamises võimalust parandada oma juhtimisprotsesse ja lahendada
teenuste hulga suurenemisega seotud võimalikke välja kutseid. Personal on pingu -
tanud teenuste kvaliteedi parandamise nimel. Intervjuude käigus mõistsin et
sellesse protsessi kaasati kõik asutusega seotud osapooled. Asutuse juhtko nd
näeb võimalusi laiendada toetatud elamise ja töötamise toetamise teenuseid
lähtuvalt riigi sotsiaalpoliitikast. Oluline on et personal jääks jätkuvalt asutuse
missioonile, väärtustele ja omaksvõetud eetilistele printsiipidele kindlaks. Siis ei
lange teenuste hulga suurenemisel nende kvaliteet.
Kvaliteedi parandamiseks tehtud töö on kestnud aastaid. Viimased muudatused
sellega seonduvalt o n toimunud eeskätt adm inistratiivsel tasandil. Kvaliteedi -
süsteemi rakendamise käigus o n viimasel aastal korrastunud dokumentatsioon ja
asjaajamiskord. Loodud on selged seosed teenuste arendamise ja kliendi
elukvaliteedi paranem ise vahel. Kindel suund on võetud teenustega seonduva
talletamiseks elektroonilisel kujul. See loob uusi võimalusi andmetöötluseks,
statistikaks ja erinevate mõõdikute rakendamiseks. Võ imalik oleks kasutada
sissekandeid kliendi andmebaasi tema elukvaliteedi mõõtmisel. Elektrooniliste
dokumentide lisandumine dikteerib vajaduse võtta kasutusele dokumendi haldus -
programm, mis arvestaks teenuse osutaja tänaseid vajadusi ning arengut.
Teenuse osutaja on teinud jõupingutusi kliendiesinduse loomiseks ja klientide
kaasamiseks teenuste osutamise protsessi. Arvestades töövaldk onda võiks
kliendiesindustesse olla kaasatud ka võrgustikuliikmed, kuna teenuseid kujundavad
otsused eeldavad sageli kõrgeid sotsiaalseid oskusi.
34
Peale kvaliteediindikaatorite tuvastamist, tutvumist dokumentatsiooniga,
klientide, töötajate ja kolmandate osapooltega peetud intervjuusid on audiitor
jõudnud järeldusele et asutus vastab EQUASS´i kriteeriumidele.
Asutuse personal leidis 2 päeva jooksul alati aega suhelda audiitoriga. Vastuvõtt
oli äärmiselt soe ning audiitorina sain loodetavasti olla abistav k aaslane, mitte
pelgalt ko ntrollija. Lõ petuseks tänab audiitor kogu personali koostöö eest auditi
läbiv iimisel.
35
St a ad i o n i 52 , 5 10 0 8 T ar t u. 25 - 1 1- 20 1 3
Ra i n S e pp i ng
36