CZ PRES Ministerial Conference on Social ServicesCZ PRES Ministerial Conference on Social Services

Panel IPanel I

Prague, 22 April 2009Prague, 22 April 2009

Jan Spooren, General Secretary, EPRJan Spooren, General Secretary, EPR

“A sector-specific quality approach

to reconcile

sustainability, quality & accessibility

of social services”

2

UNIVERSALITY

SUSTAINABILITY

QUALITY

The social services paradox The social services paradox

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QUALITY FRAMEWORKQUALITY FRAMEWORK

sector-specific and multi-perspectivesector-specific and multi-perspectiveOffer the highest possible quality of services for all within given financial constraints

SUSTAINABILITYSUSTAINABILITY

UNIVERSALITYUNIVERSALITY QUALITYQUALITY

Reconciling basic concepts of social services Reconciling basic concepts of social services

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Mod

erni

satio

n

Context of ‘modernisation’ Context of ‘modernisation’

Social economic challenges

• Ageing• Gender equality• Social integration• Labour market flexibility

Increasing and diversifying demand

Adapt to changing needs

• Understand needs• Flexible responses• New target groups• New services

Sophisticated and complex services

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Paradigm shift in disability field

From medical model to social model

Paradigm shift in health and social services

From public programming regulation to market-based regulation

Modernisation

• Mainstreaming/partnerships• Inclusion / maximise potential • Empowerment• User-centeredness

• Outcome measurement• Cost effectiveness / efficiency • Informed choice for clients• Competition

Certification of QualityElements of quality

Modernisation as a rationale for quality Modernisation as a rationale for quality

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Social services differ from other servicesSocial services differ from other services

Asymmetric relationshipproviders-beneficiaries

Involvement of voluntary workers

Rooted in (local) cultural traditions

Based on solidarity

Comprehensive &personalised

Characteristicsof

social servicesNot-for-profit

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Quality perspectivesQuality perspectives

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Input Output ReviewContinuous

improvementContinuous

improvement

Person focusRightsRights

EthicsEthics

EnhancersPartnershipPartnership

ParticipationParticipation

Service focusPerson centredPerson centred

ComprehensivenessComprehensiveness

LeadershipLeadership ResultsResults

Quality principles for social servicesQuality principles for social services

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The need for a European approach to qualityThe need for a European approach to quality

Ongoing initiatives

Disability HLG paper on quality 9 golden principles of Social Platform Progress Call for Proposals CEN workshop Social Protection Committee

Increased competition

Tendering mechanisms More service-providers on market Emphasis on quantitative outputs

Low price prevails on quality

Transnational services

Different national standards Unknown service providers

Clients need guarantees

Enlargement of EU

Different approaches and levels Intensive exchange of best practice

Common reference framework for innovation & continuous improvement

Rationale for aEuropean

Quality Framework

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Sectoral stakeholder involvement

Multi-perspective approach

Cross-European bottom-up approach

Credibility

Principles and indicators

Flexibility: cross-national application

Continuous improvement

Systematic and coherent framework

Realistic

Feasible threshold

Transition period

Acceptable cost

Local implementation

Respect subsidiarity principle

Use of local language

Local auditors

Key assets of aEuropean

Quality Framework

Essentials of a European quality frameworkEssentials of a European quality framework

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Service providers Proof of quality of services Strengthen market position Benchmarking Continuous improvement

EQUASS: Benefits for all stakeholders EQUASS: Benefits for all stakeholders

Public Authorities Not re-invent the wheel Accountability for allocation of resources Conformity with European key documents Credibility and feasibility

Service users Guaranteed minimum quality Informed choice Tailor-made and personalised service Focus on results for service-user

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Jan SpoorenGeneral Secretary

E-mail: epr@epr.eu

European Platform for Rehabilitation (EPR) www.epr.eu

Thank you for your attention!Thank you for your attention!