EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 04.-05.02.2016
AS AA-LAN
Karin Närep
© 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. M i l l is ed o n T ei e as u tus e h u v igr u p id (s is em is ed j a vä l is ed )?
2. K u id as m õõ de t ak s e er i n e v at e h u v ig ru p pi de r a hu l o lu T e i e as u tus e t e en us t e ga
n in g k u i das s e d a ar v e s ta tak s e j är gm is t e te g e vus t e p la n eer im is el ?
3. Ku i d as on T e ie as ut us e te e nus te os u t a m is s e j a ne n de a re n d am is s e k aas at ud
hu v i gr up i d , s h k l ie n d id ?
4. M i ll is t es t k om po n e n ti d es t k o os n e b as u tu s e j uh t im is s üs t eem , sh
k va li t ee d ij u ht im is s ü s t e em ?
5. Ku i das T e t ag at e t e en us e s a aj a te lõ im um is e ü his k o nd a ?
6. Ku i das Te m õõ d at e as ut us e tu l em us l ik k us t? K ui d as a nn at e s e l le k oh ta
i nf orm ats io o n om a h u v i gr u p p id e le , s h n e i le s ob i v a l v i is i l?
7. M i l l is en a T e n ä et e en d a r o l l i üh is k o nd a p an us tam is es l ai em al t ?
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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. Mi l l is ed on as u tus e v is i oo n , m is s io o n
x x
j a v äär t us e d ?
2. M i da s is a ld a b as u tus e
k va li t ee d is t a nd ar d, k a s j a k uid as on s e da
x x
tu t vus t at ud nii as ut us e s e es kui
v ä lj as po o l ?
3. K as o l et e t ea d l ik as u tus e p o o lt
pak u ta v at es t t e en u s tes t? Kus t Te
as u t us e k o ht a i nf or m ats io o n i s aa te ja x x
k uid as a nn a te t a gas is i de t te i e s o o v id e j a
v aj a d us t e k o ht a te e n u s e le ?
4. K u id as t o im ub a s ut us e a as t a p la a ni
k oos t am in e j a k as s e l le pr o ts es s i os as x x
on v i im as te l a as t a te l m ida g i m uu tu n ud ?
5. M i l lis t l is a v ä ärt us t o n as u tus a nd n ud
om a k oguk o nd a j a l a i em alt ü h is k on da ?
x x x
K as ja k uid as te hi nd a te s el l is te
te g e vus te t u l em us l ik k us t ?
P er so na l 1 Kas as u tus h i nd a b tö ö ti n g im us i, k as
ne n de os as on v i im as te l a as t at e l
x x
r ak en d at ud m in g ei d m uuda t us i? Ku i d as
v aj a d us e l s a ak s m uud at us i s is s e v i i a?
2 M i l l is e d on nõ u de d tö öt aj at e x x
k om pet e nts i l e, k us t ne e d on
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k ättes a ad a v ad , k ui d as on v õ im al ik
v aj a d us e l te h a m uu da tus i ? Kas j a k ui d as
on v õim a l ik k ool i tus te l os a le d a?
3 K as , k u i das j a k u i t ih t i v i iak s e l äb i
te e nus e s a aj at eg a ots es e l t k ok k u
x x
pu u tu v a p ers on a l i h in dam is t , m i l l is e d o n
s e ll e t u lem us e d
4 K u id as t o im ub pe rs o na l i t un n us t am in e ? x x
Õ igu se d 1. K u id as t o i m ub pers o n al i
i nf or m eer im in e t e en us e s a aj a t e õ i gus t es t x x
j a k oh us tus tes t ?
2. K as t e e nus e s aaj a d o n te a d l ik ud om a
õ ig us t es t j a k oh us t us t es t ? K u id as t oim u b
x x x
te e nus e s aaj at e t ea v i tam i ne n en d e
õ ig us t es t j a k oh us tus t es t ?
3. Ku i das t o im ub t ee n us e s aaj at e
en es em äär am is õ ig us e p õh im õt te
i ga p äe v as es t e ge v u s es a r ves tam i ne ? x x x
K ui d as h in d at e s e ll is e te g e vus e
tu l em us l ik k us t i g a - aas tas e lt ?
4. K u id as t oim i b k ae b us t e ga t eg e l em is e
x x x
s üs t e em ?
E et i k a 1. K as T e o le t e t e ad l ik ee t ik ap ol i i t ik as t
( põ h im õt et es t) ja k äit um is p õ h im õte tes t
x x
te e nus e os ut am is e l ? K us te
v aj a d us e l s e l l e i nf o l e i at e ?
2. Kas , k u id as j a k ui ti h ti hi n na t ak s e, et
x X
m eeto d i d, m i da rak e nd a tak s e te e nus e
s aaj at e f ü üs i l is e, v aim s e j a m aj an dus l ik u
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är ak as ut am is e e nn e tam is el , on
ef ek ti i vs ed ?
3. K ui d as o n t a ga t u d t ee n us e s a aj a te
k onf id e nts i aa ls us ja kui s ag e l i
s e ll ek oh as e id põ h im õtt ei d üle
v aa d at ak s e? K as s e l l e ü l e va at am is s e on x x
k aas a tu d ka t ee n us e s a aj a d ? Ku i d as
te e nus e s a aj a i d n en des t p õh im õt et es t
te a v it at ak s e?
4. Kas T e t e at e, m i ll is ed ül es a nd e d o n
as u t us e t ö öt aj at e l? K us Te v aj a d us e l x x x x
s e ll is t i nf ot s aa te ?
Koo st öö suh t ed 1. K as , k el l e ga ja k uid as t eh ak s e
te e nus te os u tam is e l ja par en d am is e l x x x x
k oos t öö d ?
2. K u i das T e h i n da t e, k as te i e k o os t ö ö x x x x
on ol n ud ed uk as j a e e s m ärgi pä ra n e ?
3. K as j a k u id as as u t u s on k üs in u d inf ot x x x x
k oos t öö p art n eri t e v aj a dus t e k oh t a?
O s al em in e 1. K as te e n us e s aaj a d os a le v a d x x
te e nus te p la n e erim is e l ja h i n dam is el
n in g k ui d as s e e t o im ub? K as j a k u id as
te h i nd a te e n da t e ge v us te e d uk us t
os a l em is e os as ?
2. Ku i d as T ei d o n k aas a tu d t ee n us t e x
os u t am is s e j a k as Te ie e tt e pa n ek ut e
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a lus e l o n te h tu d k a m uu d at us i? K as T e
te at e , k ui d as te i l on õ i g us k aas a
r ääk i d a?
3. K as /k ui d as ai t ab as ut us k a as a x x
te e nus e s a aj at e j õ us t am is e l e? K as
per s o n al i o n s e l l ek s k oo l i ta tu d ?
Is ik uk e sk su s 1. Ku i d as o l et e v ä lj a s e l g it a nu d x x
o lem as o l e v at e te e nus e s a aj a t e
v aj a d us e d (k es k p ik as p ers pek t ii v is ) j a
po t en ts ia a ls e t e te en us e s a aj a te
v aj a d us e d ?
2. K as t ee n us t pak ut ak s e v as ta v a lt x x x
te e nus e s aaj a v aj a d u s e le j a ta l l e k õi g e
s ob i v am as as uk o has ? K as t ee n us e
s aaj a lt k üs it ak s e t em a ar v am us t j a k as
na d o n t ee n us e g a r a h u l?
3. K u id as ar ves t at ak s e ra h as t aj a te x x
v aj a d us i , k as n e id uur i tak s e/k üs it ak s e?
Lai ah a ar de li su s 1. N im et ag e om a a s ut us e pe am is e d x x
pr o ts es s i d . K as , k uid as , m il l es t
tu l en e v a lt j a m il l is e r eg u l aars us eg a T e
ne i d ül e v aa t at e? K a s T e aru ta t e om a
as u t us e pr ots es s id e to im im is t ja
m uutm is t om a te e nus t e ra has t aj a( te) g a
j a te is te h u v i po o lt e ga ?
2. K ui d as te t ag a te , et t ee n us e x x
os u t am in e t o im ub v as t a va l t p la n eer i tu l e
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n in g i lm a tak is tus te t a ?
3. K u id as te ta g at e k õ ig i x x
i nd i v i du a a ls es s e p l aa n i m ärg i tu d
te e nus te os u tam is e?
4. K u id as j a k e l le p oo lt o n m äära t le t ud x x
te e nus e s a aj at e e l u k va li t ee t? K u id as
h in d at e, et e l uk v a li t e ed i ees m ärg i d o n
tä i de t ud ?
5. K as ja kui s a g e li a n a lü üs it ak s e x x
per s o n al i os k us e i d te e nus e s aaj a
e luk v a l it ee d i p ar an d a m is el ?
T ulemu st el e 1. K ui d as t e p l an e er it e j a m õõ da te i ga - x x
ori en t e e rit u s aas t as e l t om a e em ärk id e t ul em us i ?
M il l is e id m õõ d ik ui d te k as ut at e?
2. K as T e ie te a te , m il l is e d ol i d as u t us e x x
tu l em us e d e e lm is e l a as t a l? K as t e at e,
k us t vaj a dus e l s e l l is e i nf o s a ak s it e?
Pi dev a r eng 1. Ku i d as to im ub te ie as u tus es x x
te g e vus te pl a n ee rim in e, ne n de
tu l em us te h i n dam i n e ja v aj a dus e l
m uuda t us t e s is s e v i im in e? Kus t
v aj a d us e l s e l l is ed p õ h im õtt e d l e iak s i te ?
2. T o og e nä i te i d p ar en d us p roj ek ti des t. x x
K ui d as on proj ek ti p la n e erim is e l
m äär at l et u d, k u i das s e ll e e duk us t h i lj em
m õõta ?
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3. K as os k at e t u ua m õn e nä i te , k ui d as x x
te i e v aj a d us i on as u t us om a t eg e v us t e
p la n eer im is e l ar ves ta n ud ?
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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. Kv al ite ed i k äs i ra a mat
2. Ar e ng uk a va , a as t ap l aa n 2 0 15 , a as t ap l a an 20 1 6 , t e ge v us aru a nn e
3. Are n gu v es tl us e v or m , ar e n gu v es t l us t e k ok k uvõ tt e d, k oo l it us k a v a , am et ij uh e nd i d
4. Re h ab i l it a ts i o o ni p l a an ( i d)
5. T öök es k k onn a r is k i an a l üüs i k ok k uv õt te d
6.T a gas is i d ek üs i tl us e v or m id j a k ok k uv õt te d
7. Pr ot ok o ll i d v as ta v a lt t eem ad e l e
8. M uu d v aj a l ik ud d o k um end i d , m is on v aj a l ik ud a ud i t i l ä b i vi im is e e es m ärg il
tu l en e v a lt m ude l is t.
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. J uh a taj a 1 tu n d
Personal Kestvus
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1. P ers on a l ( s o ts i a a lt öö t aj a , 1 tu n d
f üs i ot er ap e ut , ps üh h ol oo g )
2. M ees k o nn a j u ht - k o or d i n aa t or 0, 5 t un d i
Teenuse saajad Kestvus
1.T e en us e s a aj a d – m ax 4 k li en t i 1 tu n d
(l aps e d k o os v an em at eg a)
2.T e en us e s a aj a d – m ax 4 in im es t 1 tu n d
(tä is k as va n u d)
3.T e en us e s aaj a d - m ax 4 i nim es t 1 tu n d
( tä is k as va n u d )
Teised huvigrupid Kestvus
1. P art n er id – m ax 4 i n im es t 1 tu n d
2. Ra h as t aj a d 1 tu n d
4. Asutuse kül astuse ajakava formaat
As ut us e k ül as tus pe ak s o l em a k orra l da t ud v as t a v al t j är gn e v at e le j uh is te l e:
a. As ut us e k ül as tus pe ak s o l em a k av a nd a tu d k ah e l e tö ö pä e v a le ( = 1 6 tu n d i)
b. Dok um en ta ts io o ni g a t ut v um in e p e ak s olem a p l an e er it ud es im es e 3 h s is s e
k ülas tus e es im es e l p ä e va l .
c . P äe v ak a vas pe ak s ol em a s ag ed as ed pa us i d (1 5 – 3 0 m inu t it) , et a u d ii t or
s aak s in d ik aa to r i t e tõ e nd e i d ü le va a d at a j a k orr as t ad a .
d. I n t e r vj u u d j u h t k o n n a , p e r s o n a l i j a t e i s t e g a ( vä l i s e d h u vi g r u p i d / p a r t n e r i d ) p e a k s
k e s t m a m a x 3 0 - 5 0 m i n ü h e i n t e r vj u u k o h t a . I n t e r vj u u d t e e n u s e s a a j a t e g a p e a k s i d
o l e m a k o r r a l d a t u d g r u p i i n t e r vj u u d e n a ( m a x 5 - i n i m e s t k o r r a g a )
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e. J u h i g a / d i r e k t o r i g a i n t e r vj u u p e a k s o l e m a p l a n e e r i t u d a s u t u s e k ü l a s t u s e t e i s e l e
p ä e va l e ( s o o vi t a va l t p e a l e l õ u n a l ) .
f. L õ p l i k a s u t u s e k ü l a s t u se p r o g r a m m p e a k s o l em a t a o t l e j a j a a u d i i t o r i va h e l k o k k u
lepitud ja saadetud EQUASS kohal ikule esindajale.
Asutuse külastuse ajakava
04 . 02 .1 0 6 P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
10 . 00- 1 0. 1 0 A v ak oos o lek
10 . 10- 1 3. 0 0 T utv um in e d ok um ent i d eg a
13 . 00- 1 3. 3 0 Lõ u na
13 . 30- 1 4. 3 0 K oh tum i ne per s o na l i g a
14 . 30- 1 5. 0 0 P aus
15 . 00 – 15 .3 0 K oh tum i ne t e en us e s a aj a te g a
15 . 30- 1 6. 0 0 P aus
16 . 00- 1 7. 0 0 K oh tum i ne par t ner i te g a
17 . 00- 1 7. 3 0 K oh tum i ne per s o na l i g a (m ees k o nn a j u ht - k o ord i n aa t or )
05 . 02 .2 0 16 P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 10 . 00 K oh tum i ne r ah as taj ag a
10 . 00- 1 0. 3 0 K oh tum i ne t e en us e s a aj a te g a
10 . 30- 1 1. 0 0 P aus
11 . 0f 0- 1 2 .0 0 K oh tum i ne t e en us e s a aj a te g a
12 . 00- 1 2. 3 0 Lõ u na
12 . 30- 1 3. 3 0 K oh tum i ne j u h at aj ag a
13 . 30- 1 4. 3 0 P aus ( k ok k uvõt t e te g e m ine)
14 . 30 – 15 .3 0 Lõ p uk oos o lek
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 22. veebruar 2016. a. 8:26
Adressaat: 'Guus van Beek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: AS AA-LAN audit raport
Manused: Additional Information Form AA-LAN. doc.doc; Asutuse auditi külastuse
ettevalmistuse vorm_AALAN.docx; Copy of EQUASS Assurance taotlusvorm-1.xlsx;
EQ-ASS_AUD_Audit Report_AA-LAN.docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of AS AA-LAN EE2015-029.
Please let Keiu to know in case there are some comments about the report.
There is some difference with this original excel tool, I hope it is okei?
Best regards,
Maarika Aro
Sotsiaalteenuste kvaliteedi keskus
Arendusspetsialist
Loome koos paremat elu iga päev, iga mõtte ja teoga
Astangu Kutserehabilitatsiooni Keskus
tel +372 687 7223
mob +372 521 3563
[email protected]
Astangu 27 Tallinn 13519
www.astangu.ee
Liitu Astangu uudiskirjaga
1
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 4. -5.02.2016
AS AA-LAN
Karin När ep
© 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 AA- L AN
se rv i c e p rov id er
Ad d re s s: Linn av e r e t e e3 , So in ast e k ül a, Ü le nu rm e v ald ,
T art um a a 6 17 0 9
Po st bo x: Linn av e r e t e e3 , So in ast e k ül a, Ü le nu rm e v ald ,
T art um a a 6 17 0 9
P er so n re sp on sib le Liin a Luh am a a
(C EO ) :
Cont ac t p e rs on: Liin a Luh am a a
Pho ne: 00 37 2 30 7 28 9
Fa x: -
E- m a il: re he hot el l@ r eh ehot el l. ee
W eb s ite: w w w .re he hot el l. ee
Na me of Au dit o r: Ka ri n Nä r ep
Dat e s of aud it : 4.- 5. 0 2. 2 01 6
Cli en ts: Num ber of p ers on s er v ed : 9 3
As of ( d at e): 0 1 .0 1. 2 0 16 - 0 5. 0 2. 2 01 6 ( as t h e
s er v ic e is pr o vi d e d us ua l l y i n 5 - d a y c yc l e s
an n ua l l y f or 1 p ers on o ver s e ver a l ye a rs )
St aff: Num ber of Fu l l t im e s t af f : 3
Num ber of P ar t t im e s t af f :
Num ber of C on tr ac t e d s taf f : 19
Num ber of vo l un t eers (if ap p l ic a b l e) : -
2
S erv ic e s: Reh ab il it atio n s erv i c e f or a dult s a nd ch ild re n
( w it h ph ys i ca l and m ent al di s abi li ti es )
3
2. Audit program
04 . 02 .2 0 16
10 . 00- 1 0. 3 0 K ic k - of f m eeti n g
10 . 30- 1 3. 0 0 D oc um e nt at i on r e vi e w
13 . 00- 1 3. 3 0 L u nc h
13 . 30- 1 4. 3 0 Me e ti n g wi t h th e p ers o n n el (2 p h ys i ot h era p is ts , s oc i al wor k er,
ps h yo l o g os t )
14 . 30- 1 5. 0 0 P aus e
15 . 00- 1 5 .3 0 Me e ti n g wi t h p er s o ns s er ve d (4 ad u lts )
15 . 30- 1 6 .0 0 P aus e
16 . 00- 1 7. 0 0 Me e ti n g w it h p ar t n er s
17 . 00- 1 7. 3 0 Me e ti n g wi t h p er s o n n e l ( h e a d of th e t e am , C E O )
05 . 02 .2 0 16
9. 0 0- 9 .3 0 Me e ti n g wi t h p er s o ns s er ve d (2 c hi l dr en an d 4 p ar en ts )
9. 3 0 – 1 0. 00 P aus e
10 . 00- 1 0. 3 0 Me e ti n g w it h p er s ons s er ve d (2 ad u lts wi th m en ta l d is ab i l i bi t es )
10 . 30- 1 1. 0 0 P aus e
11 . 00- 1 1 .3 0 P ho n e i nt er v ie w wi t h t he f u nd er
11 . 30- 1 2. 0 0 P aus e
12 . 00- 1 2. 3 0 Lu nc h
12 . 30- 1 3. 3 0 In ter v i e w wi t h th e o wn er a n d d ir ec t or
13 . 30 – 14 .0 0 F ee d ba c k m eet i ngs wi th t h e p ers o n n el
4
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 v ic es of t h e s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s er v ic e pr o v i der has T he a wa re n es s of t he s taf f of t h e v is i o n,
doc um en te d i ts v is i on , m is s io n and m is s io n and v a l ues is v er y h ig h.
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws Ho we v er t he f ur th er i m prov em en t m ig ht
was v al i d at e d th a t em p lo ye e s ar e a war e be t o ac h ie v e s us ta i n ab i l it y i n t h e c or e
of t he v is i o n, m is s i on a n d c or p or at e s ta tem en ts and in i m plem en ti n g t he
v a lu es and im pl em ent th es e i n t h e ir s tra te g ic p l a n, wh ic h is e l a bor a te d
e ver yd a y a c t i v it i es on pr o v i di n g rec e n tl y. It is v er y im port a nt th a t
s er v ic es . As s t a te d in t he m is s i on , e ver yd a y ac ti v i t ies a re c o her e nt wi th
v is io n a nd v a l ues t h e per s o ns s er ve d th e s tr at e gic a l o bj e c ti v es . A ls o, t he
are the m ai n f oc us of t he s er v ic e v is ua l id e nt i t y c o u ld be e la b ora t ed as
pro v is i o n. th e v is u al im ag e of t h e or ga n is at i on .
T ööt aj a te t e a d l ik k us vis i o on is t,
m is s io o nis t ja v ä ärt us t es t on vä g a
k õrge . S iis k i on e d as is ek s
par e n dus te g e vus ek s j ätk us u u tl ik k us e
s aa v u tam i ne m is s i o on i , v is io o ni ja
are n g uk av a r ak en dam i s e l, k un a ne e d o n
v ä lj a tö öt a tu d üs n a h ilj ut i . On v äg a
o lu l i ne , et i g ap ä e va t eg e v us e d a it ak s i d
k aas a ar e ng uk a v a ees m ärk id e
s aa v u tam is el e ( o lek s i d k oos k õl as ) .
S am uti v õ ik s are n d ad a v ä lj a
org a n is a ts io o n i v is ua a ls e i de nt i te e d i.
5
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term q ualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
6
T he s oc i al s er v ic e pr o v i de r h as a T he q ua l i t y p ol ic y ha s be en e la b ora t ed
doc um en te d q ua l it y po l ic y ( m a nu a l) . qu i te r ec en t l y, so t he f ur th er
Dur i n g t he i nt er v ie w s was c onf irm ed im pro v em ent ac t i o n i s to e ns ur e th a t
th at em pl o ye e s ar e a war e of t he q u al i t y qu a l it y po l ic y wi l l b e i m plem en te d i n t h e
po l ic y. T he q u a li t y p o l ic y wa s e ver yd a y p rac t ic e of t h e o rg a nis a ti o n.
e la b ora t ed an d im pl em ent e d in the A lt h ou g h i n th e q u a li t y m a nu a l is s t at e d
c l os e p ar t ic i p at i on of t he s t af f . th e pr inc i p le of c ons t an t c hec k s (s e lf -
e va l u at i on) a nd im p ro vem e nts , t her e
It is s tr es s e d th at t he qu a l it y of t he
c ou l d be c l e a r l y s t at ed h o w of t en a nd
s er v ic es is b as e d on the e v i d enc e - ho w s e v era l c om po n e nts of t h e qu a l it y
bas e d a ppr o ac h .
m anag em en t s ys te m (e.g . an n ua l
p la n ni n g pr oc es s ) a n d qu a l it y m a nu a l
its e lf ar e e v a lu at ed /r e vi e we d a nd
am end e d.
K v al i te e d ik äs ir a am at on v ä lj a tö ö ta tu d
üs n a h ilj ut i , s ee g a on
par e n dus te g e vus ek s ta g ad a , et see
v i iak s e e l lu as ut us e ig a pä e v a
prak t ik as s e . K ui g i
k va li t ee d ik äs ir a am atu s on t oo d ud
p id e v a ü l e va a t us e (en es eh i n dam is e)
par e n dus te p õ h im õte, v õ ik s o l la
k va li t ee d ik äs ir a am atu s s e lg e lt
v ä lj a to o du d, kui t i ht i ja k ui d as
k va li t ee d ij u ht im is s üs t e em i er i n e va i d
k om pon e nt e (n t a a s ta p l a ne er im is e
pro ts es s i ) ja k v al i te e dik äs ir aam at ut
en n as t üle v aa d at a k s e ja vaj a du s e l
tä i en d at ak s e.
7
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
8
Dur i n g t he a ud i t was c onf ir m ed t h at th e C o l l e c t i n g t h e f e e d b a c k i n m o r e s ys t e m a t i c
s tak e ho l de r s ( bo t h in ter n a l an d a n d o b j e c t i ve wa y - t h e r e i s a n e e d t o
ex t er na l) have o pp or t u ni t y to g i ve create sustainability in this process and
f ee db ac k o n pr ogr am m es an d s er v ic es ensure that the feedback is asked
thr o ug h the f e ed b ac k ques t i o nn a ir es . p e r i o d i c a l l y a n d wi t h t h e s a m e m e t h o d o l o g y
T he f e ed b ac k f r om em plo ye es , f u n ders , i n o r d e r t o c r e a t e c o m p a r a b l e d a t a o ve r t h e
par t ners a nd p er s ons s er v ed is ye a r s . T h e r e i s a l s o a n e e d t o e v a l u a t e
doc um en te d a n d m ade a v ai l a bl e o n t he periodically wh e t h e r there are the most
we b- pa g e. The q ues t io n na ir e f or appropriate measures for collecting
pers o ns s er v e d h as b ee n in us e a lre a d y feedback in place, e.g. from persons
f or s e v er a l ye a r s . s e r ve d . O n e p o s s i b l e i m p r o ve m e n t a c t i o n i s
t o h a ve f e e d b a c k q u e s t i o n n a i r e i n R u s s i a n
A A- L AN h as us e d a ls o a l ter n at i v e language. One possibility of improvement is
m etho ds – f oc us gr o u p m eth od to g at h er
to set the principles for discussing the
i nf orm at io n f r om pa r tn er s ( e . g.s oc ia l
r e s u l t s o f t h e f e e d b a c k q u e s t i o n n a i r e s wi t h
work ers ) . stakeholders for setting necessary
i m p r o ve m e n t a c t i o n p l a n wi t h d a t e s a n d
r e s p o n s i b l e p e r s o n s . I t i s ve r y i m p o r t a n t
not only to collect feedback, but to learn
from it and inform the stakeholders on the
i m p r o ve m e n t s m a d e b a s e d o n t h e f e e d b a c k .
Ta g a s i s i d e kogumine tagasiside
küsimustike vo r m i s on rakendatud
suhteliselt hiljuti, seega tuleb tagada
jätkusuutlikkus tagasiside küsimisel. St
tagasisidet tuleb küsida perioodiliselt ja
sama metoodikaga kindlustamaks
võ r r e l d a v a i n f o o l e m a s o l u a a s t a t e l õ i k e s .
S a m u t i t u l e b p e r i o o d i l i s e l t ü l e va a d a t a , k a s
k a s u t u s e l o n k õ i g e s o b i va m a d t a g a s i s i d e
kogumise meetodid. Tagasisideküsimustik
tuleks vä l j a töötada ka ve n e k e e l s e n a .
Ü h e k s võ i m a l i k u k s p a r e n d u s t e g e vu s e k s o n
määratleda põhimõtted, kuidas arutatakse
tagasisideküsitluste tulemusi vä l i s t e
h u vi p o o l t e g a , sh et saaks koostada
p a r e n d u s t e g e vu s t e p l a a n i .
9
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc i a l s er v ic e p r o v id er has b ee n Dur i n g t h e i nt er v i e ws wit h t he p ers o ns
ac t i v e pro v i d in g t he i nf or m at io n o n its s er ve d a nd p art n ers it wa s c o nf irm ed
ac t i v it i es – m ai nl y w eb - p a ge , b u t a ls o th at th e y k no w we l l a b ou t s e r vic es
d irec t e - m ai ls t o d if f er en t par t ners a nd d irec t l y pro v i d ed t o th em , b ut n ot s o
po t en t ia l p ar tn er s . m uc h o n o v er a ll ac t i v it i es of th e s oc ia l
s er v ic e p ro v i de r .
It was c o nf ir m ed dur i ng t he a ud i t, th at
i nt ern a l a n d e x t er n al s tak eh o ld ers a re In ter vj u ud e k äi gus k li e nt i de ja
a war e of t he pr o gr am m es an d s er v ic es par t ner i te g a l e id is k i n n it us t , et n ad on
of f ere d. te a dl ik u d n e i le ots e s e lt pak u ta v at es t
te e nus tes t, k ui d e i t e a n i i võr d as ut us e
te g e vus es t ül d is el t.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
10
T he a nn u a l p l an n i ng pr oc es s a n d t he A lt h ou g h in t he q ua l i t y m an u al t her e is
re v ie w pr oc es s of th e a nn u al p la n ar e s ta te d t he pr inc i p le of th e c o nt i nu o us
doc um en te d and im p lem en t ed in the c hec k s an d am en dm e nts , th er e s h o ul d
wh o le or g an is at i o n. It was c o nf ir m e d in be c l e ar l y s t a te d h o w of te n a nd h o w t he
th e i nt er v ie ws th a t em pl o ye es ar e an n ua l p l a nn i n g pro c e s s is r e vi e we d .
ac t i v e l y in v o l v ed b ot h i n th e s et t in g u p
th e an n ua l p la n as we l l as e v a l u at i o n of K ui g i k v al i te e d ik äs ira am at on
m äärat l et u d p i de v a ül e va a tam is e ja
th e res u l ts of t he im pl em ent at i o n of t he
tä i en d am is e põ h im õt e, v õik s o l l a s e l ge l t
p la n.
m äärat l et u d, k u i ti h ti j a k ui d as a as ta
p la n eer im is e pr ots es s i t oim i v us t üle
v aa d at ak s e.
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
11
A nn u a l p la n of t h e s e r v ic e pr o vi d er h as T here ar e t he p os s i bi l i ti es f or the
c yc l ic c h ar ac t er : th er e ar e s e t a n nu a l im pro v em ent ac t i ons i n s et t in g u p t h e
obj ec t i v es / t ar g e ts , ac ti v i t ies and an n ua l p la n f or t h e s er vic e pro v i d er.
ex p ec te d r es u lts . T here c o u ld be m ore in d ic at ors in
ac c or d i ng to S M ART pri nc i p les
(s pec if ic , m eas ur ab l e, ac h i e v ab l e,
re le v a nt , t im e - b o un d ) in ord er to
ac h i e v e m ore o bj ec t i v e m eas ur em en t of
res u l ts in pr o v i d in g t he s er v ic e of t he
org a n is a t io n ( e. g . s a t i s f ac t io n of c l ie n ts ,
ot h er qu a l it y i n d ic a t ors of pr o v i d in g
s er v ic e) .
A as t ap l a an i g a s e o nd u va l t on t e at u d
par e n dus te g e vus i . A as t a pl a an is v õ ik s
o ll a r o hk em SM A RT (s p ets i if i l in e ,
m õõde t a v, re a l is t l i k , as j ak oh a ne ,
aj as ta t ud) p õh im õt et e le v as ta v a i d
i nd ik aa t ore i d e e lk õ ig e te e n us e
pak k um is e os as , ta g am ak s tu lem us t e
obj ek ti i vs em m õõtm ine ja tr e nd i d e
j äl g im in e a as t at e l õ i k es (nt k lie n ti d e
rah u l o lu , m uu de t e en us e k v a li t ee d i
i nd ik aa t or id) .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
12
T he s oc ia l s e r v ic e pr o v id er
dem ons tr at es or ga n i s at i on ’s s uc c es s
m ain l y i n t h e a n nu a l r ep or ts , wh ic h ar e
pu b l is h e d o n th e we b - pa g e.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s er v ic e pr o v id er c o n tri b ut es As AA - L A N h as s t at e d i n t h e v is i on th e
to t he s oc i et y t hr ou g h its ac t i v it i es – go a l to b ec om e rec o gn is e d pro v i de r of
th er e are c r ea t ed p os s ib i l it i es for th e re h ab i l it at i o n s er v ic es , t he re is a
s tu d en ts to wo r k te m por ar i l y in the ne e d to p u t s pec i a l a tt en t io n t o th e
org a n is a t io n . A ls o th er e has b e en ac t i v it i es c o ntr i bu t in g m ore br o ad l y t o
c on d uc t e d a s tu d y o n the ne e ds of th e th e d e v el o pm ents in the s oc i al
o ld er p er s o ns f or th e r eh a b il i t at i on reh a b i li t at i on in Es t on i a ( e. g . t ak e
s er v ic e . ac t i v e l y p art in th e h or i zo n ta l
de v e l opm en t pr oj ec ts etc ) .
K un a A A- L AN on om a v is io o n is
m äärat l e nu d e es m ärgi s a ad a
tu n nus ta t ud re h ab i l i t ats i oo n i te e n us e
pak k uj ak s , s i is on vaj a dus s uu n at a
en am tä he l e pa n u t eg e v us t e le , m is
pa n us t a v ad l ai em a lt s ots i aa ls e
reh a b i li t ats i oo n i are n d am is e l e Ees t is (n t
os a l e da ü l e - r i ik lik es a ren d us proj ek ti d es
j ne) .
13
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s er v ic e pr o v i der has
doc um en te d a n d im pl em ent e d c om m on
pr inc i p les f or s t af f po l ic y inc l ud i n g t h e
rec r ui tm ent an d r et e nt i on po l ic y
pr inc i p les . It was c on f ir m ed d ur i n g t he
i nt er v ie ws t ha t t h es e pr i nc ip l es ar e
im pl em ent e d i n pr ac t i c e. T her e is v er y
c l ear f oc us o n th e c o m pete nc i es of th e
bo t h i n th e r ec r u i tm en t a n d we l l as
ret e nt i on .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
14
It was c o nf i r m ed ( bo t h ac c or d i ng t o th e
doc um en ta t io n as we ll as i n i nt er v i e ws )
th at t her e ar e nec es s ar y pr inc i p les a n d
m eas ur es in p l ac e . It was c o nf irm e d
th at t h e wor k in g c o n d it i ons , s taf f rat i o
an d r e war d in g ar e s at is f ac tor y a nd
th es e were n ot s ta te d as pr ob l em s b y
th e s t af f .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c o nf ir m ed t ha t ac c or d i n g t o t h e
ne e ds e v a lu a te d d ur i ng th e a p pra is a l
i nt er v ie w t h er e is a p la n ni n g of t h e
pers o n al d e v el o pm en t, wh i c h is
doc um en te d in th e t r a in i n g p l an . T he
em pl o ye es ar e a war e of t h e ir
pos s i b i li t ies to have th e n ec es s ar y
tra i n in gs . T he ef f ec ti v e nes s of t he
tra i n in gs is e v a l ua te d d ur in g t he
ap pr a is a l in ter v i e ws .
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 .
15
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It wa s c onf ir m ed th at t he r e ar e t he
c yc l ic a l p r oc es s i n p l ac e b e t wee n t h e
des c r i pt i o n of t he c om pet enc i es ,
k no wle d ge a nd s k i l ls n e ed e d (j o b
des c r i pt i o n) a nd t h e a c tu a l e v al u at i on of
th e j o b r es ul ts an d t h e n e eds ( a p pra is a l
i nt er v ie w) . Al l t he s t af f m em ber s h a v e
th e ir j ob des c r i pt i o ns .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
16
T he s oc ia l s er v ic e pr o v i der has T here is a ne e d to ac hi e v e
doc um en te d p ol ic y a nd pr oc ed ur es i n s us t a in a b il i t y in th e f ee d bac k c o l lec t io n
p lac e t o i n vo l v e t he s t af f in a l l ac t i v i t ies f rom the s t af f i n or der t o h a ve t h e
of th e org a n is a t io n . It was c o nf irm ed c om par ab l e d at a o v er ye ars .
th at t h e s t af f is s e e n as th e c ruc i a l
O l u li n e on t ag a d a j ätk us uu t l ik k us
e lem en t of pr o v id i n g th e s er v ic es a nd
m ak e t he n ec es s ar y c h an g es in t he ta g as is i d e k og um is e l t öö taj a te l t
tek i tam ak s v õrre l d a v i nf o tu l em us t es t
s er v ic e a nd its pr o vis i on if n ee d ed . Al l
aas t at e l õ ik es .
th e is s u es c o nc e r n in g p r o v i d in g
s er v ic es an d the or g a n is a t io n a re
d is c us s e d r e gu l ar l y in t he s t af f
m eeti n gs ( o nc e a m on t h) .
14. The social ser vice provider has mechanisms in place to enhance
satisf action and mot ivat ion of staff
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c o nf ir m e d th a t t he m ot i v at i on an d
s at is f ac t io n of th e s taf f ar e v er y
im por ta nt e l em ents to the em p lo ye r .
T here ar e im pl em en te d th e s u pp ort
m ec han is m f or ne w e m plo ye es . A ls o t he
s oc ia l e v e nts ar e or g a n is e d.
17
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur e s 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 a n 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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN has d o c um ent e d and T he p os s ib l e im pro v e m ent ac t io n m ig ht
im pl em ent e d t h e r i g ht s of th e p ers o ns be t o pr es e nt t he c h art er of r ig h ts in
s er ve d a n d th es e ar e i n ac c or d a nc e t o m ore us er - f ri e nd l y f o rm at. A ls o it was
th e i n ter n a t i on a l hum an r i gh ts c onf irm ed t ha t t he p er s ons s er ve d k no w
c on v e nt i ons . th e ir b as ic ri g hts , th ere wer e c a ps in
th e k no wl e d ge of a ll th e ir ri g hts a nd
du t ies .
E das i n e ar en d us t e ge v us on es it a da
õ ig us t e ja k o hus tu s te i nf o e n am
k as ut aj as õb ra l ik um as vorm is . As ut us e
k lie n d id te a v ad ü ld is e l tas a nd i l en d a
õ ig us i j a k oh us tus i , k uid n e nd e t äp n e
n im etam in e t ek it as r as k us i .
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 b o 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 .
18
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c onf ir m ed d ur i n g t he a ud i t t ha t i n T he f urt her im pro v e m ent ac t i o n is t o
th e en t er in g to t he s er v ic e t he ri g hts d is c us s re g u lar l y t he is s u e of
an d d ut i es ar e ex p la i n ed and un d ers t a nd i n g th e r i g hts a n d d ut i es b y
i ntr od uc e d. T he c l i en ts ar e i n ge n er al c l ie n ts – as a r es u lt f rom f ee db ac k
a war e of t h e ir r i gh ts a nd du t ies . qu es ti o nn a ir es ( th er e s h ou l d be o v er
th e ye ars a q ues t io n on th is ) as we ll as
dur i n g the ro u nd t a b le f o rm at wit h
c l ie n ts ’ r e pres e nt at i v e s . If th e f e ed b ac k
s ho ws th a t im pro v e m ents s ho u ld be
m ade, t h ere s h o u ld b e i n p lac e t he
m ec han is m f or am en d m ents .
E das is ek s par e n du s te g e vus ek s on
p id e v al t s e ir a ta , k uid as k li e n di d
m õis ta v a d om a õ ig us i j a k oh us t us i – k as
l äb i ta g as is id ek üs i t l us e t ul em us t e
(m ill es p eak s ig a - aas t as e l t v as t a v
k üs im us ol em a) v õi k a v as t a v at t e em at
aru t ad a üm ar la u d ad e l k l i en t id e
es in d aj a te g a (m is on p la a n is ). Kui
ta g as is i d e nä i ta b , e t v aj al ik o n te h a
par e n dus i , pe ak s i d s e ll ek s v aj a lik u d
m ehha n is m id o l em a lo od u d.
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 .
19
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN h as c om p l a in t m ana gem e nt
s ys tem in p l ac e , wh ic h as s ur es t h at th e
c om pl a in ts wi l l b e i n v es t i ga t ed in t h e
ap pr o pri a te wa y as we l l as d is c us s e d t o
m ak e th e nec es s ar y d ec is io ns f or
f ol l o w- u p ac t i ons .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c onf ir m ed bo th in the
doc um en ta t io n a nd in ter v i e ws t h at t he
ri gh t to s e lf - d et er m ina t io n is on t he
c en tr e of t he s er v ic e pr o v id e d – th e
c l ie n t c an m ak e his / her o wn c ho ic es
ac c or d i ng t o t he s er vi c e .
20
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c onf ir m ed d ur i ng th e au d its th a t T he im pro v em ent pos s i b i li t y is to
th er e ar e pr oc e d ur es i n p lac e . doc um en t (in q ua l i t y m a n ua l) the
proc e d ures to h a ve g u i da nc e h o w to g et
th e a d voc a te d a n d/ or s u pp or t in g
pers o n.
Üh ek s par e n dus te g e v us ek s o n k irj u t ad a
(nt k v a l it e ed i k äs ira am at us s e )
pro ts ed u ur, k ui d as s aa d a v aj ad us el
ees tk os tj at võ i t ug i is ik ut .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er ti f ic a t io n pr ogr am .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
21
T here ar e d oc um ent e d th e pr i nc ip l es f or T here is no s i n g le e t h ic s c od e f o r A A -
et h ic a l be h a v io ur f or em plo ye e s and L AN as s er v ic e p ro v id er and th e
s taf f is a war e of t h es e pr i nc ip l es . em pl o ye es ac t ac c or d in g to d if f ere n t
c od e of e th ic s ac c ord i n g to th e ir
prof es s i o ns . One im pro v em en t ac ti o n
m ight b e to c re at e o ne s i n g le c o de of
et h ic s f or al l org a nis a t i on .
A A- L AN k ui te e nus e pak k uj a j aok s e i
o le l oo d ud era l d i e et ik ak oo dek s i t n i ng
tö öt aj ad l äh tu v a d oma töös v as t a va
prof es s i o o ni ee t ik ak ood ek s it es t. Ü h ek s
par e n dus te g e vus ek s v õ ik s ol l a as ut us e
ee t ik ak ood ek s i l o om in e.
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 .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
22
S oc i a l s er v ic e pr o v id er h as a T he im pro v em ent ac t i on is t o am end t he
doc um en te d po l ic y a nd pr oc ed ur es t o qu a l it y m a nu a l ( or ot h er ap pr op ri a te
reg u l at e t he s er v ic e pr o v is io n of t he doc um en ta t io n) wi t h th e r ul es an d
em pl o ye es . T hes e r u l es of b eh a v i our proc e d ures to avoid the p h ys ic al ,
are o ne b as is f or pr e ve n t i o n p h ys ic a l, m enta l a nd ec o nom ic a bus e of c l i e nts .
m enta l a nd f in a nc i a l ab us e of pers o n To im plem en t t ho s e ro l es a nd
s er ve d . T h er e is an e v i de nc e t h at i n t he proc e d ures th er e is a ne e d b et t er d ef i n e
s taf f m eeti n g the m ec han is m s f or th e p os s ib l e s i t ua t i ons i ns i d e th e
a vo i d in g p h ys ic al , m ent a l a nd f i n anc i a l org a n is a t io n , wher e t her e is a r is k to
ab us e of us er s , h a v e b e en d is c us s e d an y k in d of a bus e of p ers o ns s er v e d.
an d d ec id e d t o doc um en t t hes e r u l es i n
P are n dus t eg e v us on tä i e nd a da
th e q ua l i t y m an u al .
k va li t ee d ik äs ir a am atu t (v õ i l is a d a
m uus s e s o b i v as s e d ok um ent i) k ord j a
pro ts ed u ur id , k ui d as v ä ld i tak s e k l ie n ti d e
f üüs i lis t, v a im s et ja m aj an d us lik k u
ärak as ut am is t . Se l l e k o r ra ja
pro ts ed u ur id e rak e n dam i s ek s tul ek s
par em in i d ef i n e eri da v õim a l ik k e
s it u ats i oo n e as ut us e s , m il la l on r is k
te e nus e l ol e v at e is ik ut e
ärak as ut am is ek s .
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 he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura 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
23
T he s oc ia l s er v ic e pr o v i der has
c on d uc t e d r is k as s es s m ent t o e v a lu at e
i nd i v i du a l l y a n d c o l l ec ti v e l y t h e r is k s in
th e work in g e n v ir onm en t a n d to s et t h e
nec es s ar y m eas ur es to pr e ve n t t hes e
ris k s . T her e a r e r e gu l ar m eas ur em en t in
p lac e t o pr e ve nt r is k s .
23 . T h e s o c 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.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
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
to as s ur e an d g o v er n be h a vi o ur in
s er v ic e de l i v er y i n s e v er a l doc um en ts . I t
was c o nf ir m e d dur i n g i nt er v ie ws t ha t
s taf f is a war e ab o ut t he s e pr i nc ip l es ,
v a lu es a nd pr oc e du r es .
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 .
24
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura 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
Ac c ord i n g to d oc um ent at i o n an d T her e a re s e v er a l im pro vem e nt ac t i ons
i nt er v ie ws t h er e is an e v i de nc e t h at c onc er n in g th e c o nf i de n ti a l it y of d a ta .
proc e d ures f or as s ur i ng c o nf i de nt i a l it y Firs t th er e s h o ul d b e c le ar l y s t at ed i n
of da ta ar e d oc um en t ed an d th e q u a li t y m anu a l h o w of te n a n d b y
im pl em ent e d. wh om ac c ord i n g pr i nc i p les are r e v ie we d
(at l e as t af t er e ver y 2 ye a rs ) . S ec on d l y,
th er e is a n e ed to in v o l v e p ers ons
s er ve d in t h is ac t i v it y. S eo n du v a lt
an dm et e k onf id e nts i a a ls us e ga o n k ak s
par e n dus et t ep a nek ut . Es it ek s pe ak s
o lem a k va l it e ed ik äs i raam at us s e l g e lt
v ä lj a t o od u d, m il l a l ja k ell e p o o lt
v as t a v ad p õh im õt te d ü l e v aa d at ak s e
(v äh em al t k or d 2 a as t a j o ok s ul) .
T eis ek s , tuleb ka k lie nt e k aas a t a
v as t a v as s e ü l e v aa tus e s s e .
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 he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura 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
25
T he ro les an d r es p o n s i bi l i ti es of a l l t he T he f urt her im pro v e m ent ac t i o n is t o
em pl o ye es ar e des c r i be d in th e j ob an a l ys e, wh et h er t h e re is a n ee d t o
des c r i pt i o ns . pu b l is h t h e j ob d es c ri pt i ons (o r s hor t
s um m ari es of th es e) of em pl o ye e s o n
th e we b- s i te of t he A A - L AN .
Üh ek s ed as is ek s pa ren d us t e ge v us ek s
on an a l üüs i d a, k as a m etij u h en d i d (v õ i
l üh ik es e d k ok k uvõt t ed ne nd es t) v õ ik s id
o ll a a v a l ik us ta t ud k a a s ut us e k od u l eh e l.
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
26
A A- L AN wo r k s in p ar t ner s h i p wi th o th er A lt h ou g h t her e is c o - o p er at i on wi t h
i ns t it u ti o ns – s oc ia l wor k er s of l oc a l ot h er s tak e h ol d ers , t h is s e em s to be
go v er nm ents a nd r epr es en ta t i v e rat h er ad h oc t ha n s tr a te g ic al l y
org a n is a t io ns of th e p er s ons s er v e d tar g et ed . T he im pro v e m ent ac t i o n is t o
(c h il dr e n’s a nd e ld er l y p e op l e ’s an a l ys e m ore s ys t e m atic a l l y the co-
org a n is a t io ns ) . op er at i o n an d a dd e d v a lu e f r om it . T h e
c o- o p er at i on c o u l d b e m ore s ys tem at ic
i n or der to ac h i e v e t he or ga n is a t io n ’s
go a ls .
K ui g i to im i b k oos t öö t e is t e
hu v i p oo l te g a, s i is s ee t u nd u b ol e v at
p ig em ad hoc kui s tr a te e gi l is te l t
s i his t at ud . Par e nd us t eg e v us e n a t u lek s
an a l üüs i da e n am s üs te em s el t k oos tö ö
to im i vus t n i ng selle l is an d v äär t us t .
K oos tö ö v õ ik s ol l a l äb i v i i du d en am
s üs t e em s em alt, et s aa v u ta d a
org a n is a ts io o n i ees m ä rk e.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
27
A A- L AN wo r k s in par t ner s h i p wi t h O n e im pr o vem en t ac ti o n m ig ht b e t o
d if f ere nt i nt er na l an d ex t er n al doc um en t h o w of t e n an d wh ic h to p ic s
s tak e ho l de r s in the pr o v i d in g of th e are d is c us s e d dur i n g th e m eet i n gs wit h
s er v ic es . As t he ex ac t c on t en t and d if f ere nt s t ak eh o ld er s , wh ic h wo u l d
pro v is i o n s er v ic e pr o v i de d d e pe n ds o n qu ar a nt ee t h at d i f f eren t as p ec ts
th e p ers o n s er v e d th e r e is o n - go i ng c o - c onc er n in g s er vic es are d is c us s e d
op er at i o n b ot h wi t h th e in t er n a l an d reg u l ar l y wi t h s t ak eh o ld ers . T h er e is
ex t er na l s t ak eh o ld e r s to pr o v i d e the a ls o a n ee d to l a unc h the re gu l ar
st
nec es s ar y s er v ic e. rou n dt a be ls (f irs t o n e p la n ne d i n 1
qu ar ter) wi th the r epr es e nt at i v e s of
c l ie n ts a nd ot h er s t ak eh o l ders i n or d er
to d is c us s d if f ere nt el em en ts of t he
s er v ic e p ro v i de d .
Üh ek s par e nd us te g e v us ek s on p a nn a
k irj a, k ui t i ht i ja m ill is e id t e em as i d
aru t at ak s e h u v ip o o lt eg a k oos o l ek ute l ,
m is gar a n t ee rik s , et te e nus e er in e v a id
as p ek te ar ut at ak s e reg u l aars e lt k oos
er in e v at e h u vi p oo l te ga . S am ut i on
v aj a d us k äi v i ta d a re gu l a ars e d
üm arl au a d ( es im ene p l a n eer i tu d 1.
k vart a l is ) k li en t i de es i n daj at e ga ja
te is te hu v i p oo l te ga ar ut am ak s
te e nus e ga s e o tu d er i n e va i d as pek t e.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am
28
Str e n gt hs Im pro vem e nt & de v e lo pm ents
S oc i a l s er v ic e p r o v i d er has p o l ic y an d T here is a p os s ib l e i m prov em en t ac t io n
proc e d ure f or ac t i v e i n vo l v em en t of to an a l ys e whe th er t he m ec h a nis m f or
pers o n served in pl a nn i n g and par t ic ip a ti o n is s a t is f ac t or y in or d er t o
e va l u at i on of th e s er v ic e pr o v i d ed . A l l am end i t if n ec es s ar y. O n e p os s i bl e
i nd i v i du a l p l a ns h a v e c l ear l y i nd i v i du a l wa y t o in v o l v e t h e per s ons s er v e d m or e
an d h o lis t ic ap pr o ac h . It was c onf irm ed ac t i v e l y c ou l d be to c re a te t he
dur i n g the i n ter v i e ws t ha t pers o ns rep res e nt at i v e body of th e p ers o ns
s er ve d ar e ac t i ve l y in v o l v ed in the s er ve d .
d if f ere nt as pec ts of t he s er v ic e
Üh e ar e nd us en a t ul ek s a n al ü üs id a, k as
pro v is i o n.
os a l em is e m eh h an is m on p i is a v n i ng
s ed a v aj ad us e l m uu t a. Ük s võ im al us
k aas a ta k l i en t e ak t ii v s em alt o n lu u a nn
k lie n ti d e es in d us k og u.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc i al s er v ic e p r o v id er f ac i l it at es T he f urt her im pro v e m ent ac t i o n is t o
th e p ar tic i p at i on of th e p er s ons s er v ed doc um en t c l e arl y the r u les 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 as s es s i n g a n nu a l l y th e ac t i v it i es
m eas ur es , ac t i v it i es an d p o l ic y f or f oc us ed o n e n ha nc i ng t he p ar t ic i p at i o n
par t ic ip a ti o n have b ee n d oc um ent e d an d a d de d v a l ue of t h es e ac t i v it i es .
an d im pl em ent e d. T he e va l u at i on is
E das i n e p ar e nd u s te g e vus on
bas e d o n th e an n ua l f ee d bac k c o l lec t io n
f rom the per s o ns s er v ed . dok um en te er i da s e lg e lt r e eg l i d
h in d am ak s iga - a as t a s e lt os a l em is t ja
s e ll e l is a nd v ä ärt us t .
29
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN f ac i li t at es t he em po wer m ent of T he im pr o vem en t ac ti o n m ig ht be to
th e pers o ns s er ve d . T he m ai n f oc us of s ys tem at ic al l y m eas u re t he ef f ec ts of
th e s er vic e is t o ac t i v el y s u pp or t t he th e em po werm en t ac t i v it i es , i n or der t o
c l ie n t i n o v er c om i ng h is / her pr o b l em s , ge t t h e q u a nt it a ti v e a nd q ua l i ta t i ve d at a
th e em po wer m en t is v er y im por t an t bas e d o n wh ic h t h er e wi l l be p os s ib l e t o
e lem en t of th a t no t o n l y f or t h e c l i en t, f in d a d d it i on a l id e as f or th e ac t i v it i es
bu t als o f or h is / her f or em p o werm ent .
f am il y/ ne t wor k /c om m un it y. It was
Ar en d us t e ge v us en a tu l ek s
c onf irm ed t ha t t he pr i nc ip l e of t he
s üs t em aat i l is e lt m õõt a j õ us t am is e
em po werm en t is im pl em ent e d t hr ou g h
th e i n di v i d ua l p l a ns . a las te t e ge v us t e t ul em us i, k og um ak s
s e ll ek oh as t k va n ti t at i i vs e t ja
k va li t at i i vs e t inf ot . Lä h tu v a lt s e l lis es
i nf os t on võ im al i k le i da id e id
tä i en d a va t ek s j õus t am is e te g e vus tek s .
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.
30
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i ders m eet th is c r it er ia of t h e EQ U A S S
As s ura 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
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 ai n s s t af f to f ac i l i ta te the
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
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c o nf ir m e d d ur i ng t he a u d it th a t
th e n ee ds ar e e v a lu at e d r eg u l ar l y i n
ord er t he m ak e th e n ec es s ar y c h an g es
i n th e s er v ic es pr o v id ed . A ls o t her e is
c arr ie d ou t t he s tu d y on t he
reh a b i li t at i on s er vic e f or e l der l y p e op l e .
It was c o nf ir m ed i n i nt er v ie ws t h at t he
l oc a t io n is c o n v en i e n t f or t he p ers o ns
s er ve d .
31
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s er v ic e pr o v i der has
i de nt if ie d t he n e eds of p er s ons s er ve d
bas e d on th e o bj ec t i ve of t he
pro gr am m e, whic h ar e d oc um ent e d i n
th e in d i v id u a l p l a ns . T he pr o gr am m es
an d s er v ic es ar e bas ed o n t he n e eds
as s es s m e nt.
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN d e l i v er s s er v i c es b as e d on t h e
ne e ds of t h e p er s o ns s er ve d . T he ex ac t
c on t en t of th e s er v i c es ar e d es ig n ed
ac c or d i ng to t h e s p e c if ic ne e ds of th e
pers o ns s er v ed . T h es e n e e ds are
e va l u at ed r eg u l ar l y i n or der t o a dj us t
th e s er v ic es if nec es s ar y.
32
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
33
T he s oc i a l s er v ic e pr o v id er d oc um ents T he f ur th er im pro ve m ent c ou l d b e to
th e id e nt if i e d n e e ds a nd ex pec t at i ons of c ha n ge t he f o rm at a n d pr oc ed ur e of th e
th e pers o n s er v e d in an I nd i v i du a l P la n. In d i v id u al P la n i n th e m ore us er - f r ie n dl y
T he i n d i v id u al p l ans c on t ai n tar g ets a nd wa y. A t its pr es e nt f or m at t he I nd i v i d ua l
work i n g m etho ds . It was va l i da t ed t h at P la n is r at h er f orm a l (f o l l o wi ng the
eac h In d i v id u a l P la n is e va l u at ed l eg is l at i v e re qu ir em ents ) an d f or 5
reg u l ar l y. ye ars . H o we v er t h ere s h ou l d be
d is c us s e d whe th er it m ight b e p os s ib l e
to es t a b lis h th e s ub - p l ans of the
In d i v id u al P l ans , wh ic h ar e f or the
s hor t er p er i od a nd f i x th e t ar ge ts an d
ac t i v it i es on m ore us er - f ri e nd l y f orm at .
A ls o m ore a t t en t i on s h ou l d be on
s et t in g th e t ar ge ts as t her e s h o ul d b e
c l ear l y s ta t ed h o w th e s it ua t io n of t he
pers o n s er v ed s h o u ld im pro v e . E das i ne
are n d us t eg e v us võib o l la m uut a
reh a b i li t ats i oo n ip l a an i f orm aati ja
s e ll e ga s e on d u va i d pr ots e d uur e.
Pr ae g us es v orm is on
reh a b i li t ats i oo n ip l a an üs n a f orm aa l ne
(j ärg i d es õ i gus ak ti d es to od ut) j a o n 5
aas t as e per i oo d i pe al e . V õ ik s
an a l üüs i da v õ im al us t l uu a nn
a la p la a n id , m is s e ak s id ees m är gi d
l üh em ak s peri o od ik s n in g o l ek s id en am
k as ut aj a - s õ bra l ik um as f orm aad is . E n am
tä h el e pa n u t u l eb p öö rat a oo d at a v at e le
tu l em us te l e, k u na p e ak s ol em a s e l ge l t
nä i d at ud , k u id as k l i e nd i o l uk ord p eak s
par a n em a.
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.
34
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s er v ic e pr o v i der has To ha v e s o u nd proc es s m ana g em ent
i de nt if ie d a nd doc u m ent e d i ts key s ys tem th er e c o u l d b e inc l u de d th e l is t
s er v ic e d e l i v er y p r oc es s . It was of t h e s up p ort p roc e s s es a ls o in t h e
c onf irm ed t h at th is p r oc es s is i n li n e qu a l it y p o lic y. T h ere is a ls o a ne e d t o
wi t h th e v is io n, m is s i on an d q u a li t y an a l ys e wh et h er t he s ub - pr oc es s es of
po l ic y of th e s er v ic e pr o v id er a n d is th e k e y s er v ic e d el i v e r y pr oc es s s h ou l d
im pl em ent e d i n e v er yd a y pr ac t ic e. be des c ri b ed m ore i n d et a i l (e .g . i n
proc es s c h ar t) .
K v al i te e d ip o l i it ik as (või s e l le l is an a)
v õ ik s o ll a t oo d u d ka tu g i pro ts es s i d e
n im ek iri. T ul ek s an a l üüs i da , k as
v õtm epr o ts es s i n n a l apr o ts es s i d tu l ek s
s am uti k irj e ld a da e na m deta i ls em alt ( nt
pro ts es s i j oo n is e n a) .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
35
A A- L AN r e v ie ws th e p er f or m anc e of th e A lt h ou g h t h e c h a ng es i n t he k e y s er v ic e
key s er vic e d e li v er y p r oc es s es on de l i v er y proc es s ar e m ade ac c or d i ng t o
reg u l ar bas is d ur i ng the r eg u l ar th e ne e ds , t o im pl em en t t h e c on t in u ous
m eeti n gs of s t af f . T he d if f ere nt im pro v em ent p ri nc i pl e, t he pos s i b le
prof es s i o n al ac ti v i t ie s to wa r d c l i en t, im pro v em ent ac ti o n i s to ad d to th e
wh ic h are p ar t of th e s er v ic e ar e qu a l it y m an u a l the t im in g an d
doc um en te d . A ls o t h e s er v ic e pr o v id er proc e d ures f or r e v i e wi ng a n d am end i n g
is op e n t o th e f e e db a c k of the ex ter n a l th e k e y s er v ic e d e li v er y p r oc es s .
s tak e ho l de r s to a n a l ys e th e p os s i bl e
wa ys t o im pr o v e s er v i c es K ui g i m uud a tus i t eh ak s e t ee n us e
os u t am is e pr ots e s s is v as t a v a lt
v aj a d us e l e, s i is p id e va par e nd am is e
pr in ts ii b i rak e nd am is ek s , on v õ im al ik
par e n dus te g e vus lis a d a
k va li t ee d ik äs ir a am atu s s e a eg ja
põ h im õtt e d, k u id as t ee n us e os ut am is e
pro ts es s i üle v aa d at ak s e ja
m uude t ak s e.
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c onf ir m ed bo th in the
doc um en ta t io n a nd dur i n g i nt er v ie ws
th at th er e ar e c r e a te d t he pos s i b i li t ies
to p ers ons s er v e d to d if f er e nt k in d of
nec es s ar y s er v ic es a ls o wh e n n ee ds
c ha n ge o ver t im e.
36
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc i al s er v ic e pr o v i d er o p era te s
s er v ic es c h ar ac t er is ed by 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 .
T he s tr at eg ic an d an nu a l p l a nn i n g
qu ar a nt ees a s e am les s c o n ti n u um of
s er v ic es .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
37
A A- L AN e ns ur es t h at qu al i t y of l if e is
s pec if ic t o a n d d ef i n e d b y e ac h p ers o n
rec e i v i n g s er v ic es . T h e ef f ec t i v en es s of
qu a l it y of l if e pr o gr a m m e is ev a lu a te d.
T here is a pr oc e s s of c o ns t a nt
reh a b i li t at i on of the pe r s o ns s er v ed
doc um en te d a n d im pl e m ente 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 .
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN s p ec if ies a nd e v a lu a tes t he
nec es s ar y c om pe te nc i es a nd s k il ls f or
s taf f to en h anc e q ua l i t y of l if e of
pers o ns s e r ve d. It was c o nf ir m ed in
i nt er v ie ws th a t s taf f h as a ll pos s i b i li t ies
to h a v e tra i n i ngs .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
38
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 p r o v id er i d en t if i es
ex p ec te d b us in es s r e s u lts a n d r e v i e ws
th e ac tu a l r es u l ts an n ua l l y. A A - L AN
dem ons tr at es or ga n i s at i on ’s s uc c es s
m ain l y in th e an n ua l r ep or ts a v a i la b l e
on t h e we b - s it e of t he s oc i a l s er v ic e
pro v i d er. T her e have be e n s e ve ra l
au d its b y t he n a ti o n a l s oc i a l s ec uri t y
au t hor i t y d ur in g las t ye ar s f oc us i ng on
th e c o nt e nt of th e s er v ic e pr o v i d 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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
T he s oc ia l s e r vic e p r o v id er e v a l ua tes T here is as p os s ib l e i m prov em en t ac t io n
th e ac h ie v e d r es u lts o f the o bj ec t i ves of to a n a l ys e wh et h er t her e c a n b e m ore
eac h I n d i v id u al P l a n. T he ac h ie v em en ts m eas ur ab l e t arg e ts in th e in d i v id u a l
on c ol l ec t i v e l e v el ar e r ef l ec t e d i n th e p la ns , i n or der t o d em ons tr a te b et ter
an n ua l r e por t of the s oc i a l s er v ic e th e ou tc om es a nd b en ef i ts of t he
pro v i d er. s er v ic e p ro v i de d .
E das is ek s are n dus t eg e vus ek s s a ab o l la
an a l üüs i da , k as i n di v i d ua a ls et es
p la a ni d es võ ik s i d ol l a en am m õõde ta v a d
ees m är gi d võ im a ld a m ak s s elg em al t
nä i d at a t e en us te os ut am is e tu l em us i j a
k as u.
39
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
A A- L AN e v a lu at es i ts b us in es s r es ul ts
i n or d er to d et er m in e t he b es t va l u es f or
a ll s t ak e ho l de r s . Ac c or d i n g i nf or m at i on
is p u b lis h e d o n t he we b - pa g e of t he
s oc ia l s er v ic e pr o v i d er ( as par t of th e
an n ua l r ep or t ) .
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.
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
40
S oc i a l s er v ic e pr o v id er m eas ur es a nd T he p os s ib l e im pro v e m ent m igh t b e to
e va l u at es t he s at i s f ac t io n of t he ens ur e t h e s ys tem at i c a ppr o ac h t o t h e
pers o ns s er ve d a nd o th er s tak e ho l d ers e va l u at i on of the s at is f ac t io n of all
tro u gh th e s e ver a l m ea ns s tak e ho l de rs in or d e r to c re a te t he
(qu es ti o n na ir es a nd m ee t in gs ) . c om par ab l e d at a on th e res u lts o v er t he
ye ars .
Üh e e d as is e are n dus e na tu l ek s k aa lu d a
s üs t em aat i l is e l ä h e nem is e t ag am is t
k õig i hu v i p oo l te ta g as is id e h in d am is e le ,
et l u ua t u lem us t e os as v õrr el d a v i nf o
aas t at e l õ ik es .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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 oc i a l s er v ic e pr o v i der r ec or ds i ts T he f urt her im pro v e m ent ac t i o n is t o
perf orm anc e i n an n u a l r e p or t , wh ic h is m ak e th e a nn u a l re p ort m or e v is u a l l y
pu b l is h e d on the w eb - s i te . P ers on a l at trac t i ve a n d p ers o n a l, e. g. t o inc l u de
ac h i e v em ents ar e d oc um ent e d in th e s uc c es s s t or ies of t he c l i e nts or
s e ver a l doc u m en ts , wh ic h a r e p art of c om m ents f rom c l i en ts on t he s er v ic e or
th e s er v ic e d el i v er y pr oc es s . on t he s er v ic e pro v i d er as an
org a n is a t io n .
E das i n e par e nd us te g e vus võ ik s olla
m uuta a as ta ar ua n ne v is u aa ls e lt e n am
atr ak ti i vs em ak s j a per s on a a ls e m ak s , nt
l is a d a k li e nt i de is ik lik k e ed ul u gus i d võ i
k om m ent aa re t e en us e võ i A A - L A N i k ui
as u t us e t e ge v us e k oh t a.
41
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 he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
42
A A- L AN m a in l y d is s em in at es the T he p os s i bl e im pro v e m ent ac t io n c ou l d
i nf orm at io n on t he or g a n is a t io n be to a na l ys e t he wa ys of g i v i ng
perf orm anc e on its we b - p a g e. i nf orm at io n on t he org a n is a t io n
perf orm anc e a nd t he t arg e ts b e hi n d t h at
- it is s ta te d in t h e s t rat e g y o f A A- L AN
to b e r ec og n is ed r eh ab i l it a ti o n s er v ic e
pro v i d er, so m or e a c ti v e i nf orm at i on
d is s em i na t io n is n ee de d . T he re c o u ld
be an a l ys ed a p os s i bi l it y to org a n is e a n
an n ua l m ee t in g wi th p ers o ns s er ve d an d
ot h er ex t er na l s t ak eh o ld ers t o d is c us s
s ys tem at ic al l y t he res ul ts of t he
org a n is a t io n a nd t he wa ys of work i ng
wi t h th e ex ter n a l s tak e ho l d ers .
As ut us võ ik s a na l ü üs i da s e n is e i d v i is e
i nf orm ats io o ni a n d m is ek s as ut us e
tu l em us te k oht a j a s e ll e e es m ärk e –
are n g uk av a k o has e l t on AA-LANi
ees m är gik s saada t u nn us ta tu d
s ots i aa l te e nus t e p ak k uj ak s , m il lek s on
v aj a l ik s en is es t ak ti i vs em inf o
ed as tam i ne . Üh e v õ im al us e n a v õik s
an a l üüs i da võ im a lus t org a n is e er i da i g a -
aas t an e k oh tum i ne v ä l is t e hu v i po o l te g a
j a k li en t id e ga ar ut am ak s orga nis a ts i o o ni
tu l em us i t er vik u n a ja v i is e k oos tö ö
te g em is ek s v ä l is t e h u v i po o lt e ga .
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 v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura nc e c er tif ic a t io n pr ogr am .
43
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T here is d oc um en t e d in th e qu a l it y As t he PD C A c yc l e is im pl em ent e d
po l ic y a n d im p lem en te d a c on t in u ous rat h er rec en t l y th er e i s a ne ed t o e ns ur e
PD C A- c yc l e. I t was c onf ir m ed t h at i n its s us t a i na b i l it y in or d er to be
th e pr o v is io n of s er v ic e th e pr o v i der im pl em ent e d in th e wh o le pr oc es s of t he
reg u l ar l y as s es s es i ts ac ti v i t ies a nd s er v ic e p ro v is i on .
m ak es n ec es s ar y c h an g es if ne e de d
K un a P DC A- ts ük k el o n r ak en d at ud üs n a
an d t h is pr oc es s is on - go i n g.
h ilj ut i , s i is t ul e b t ag a da s el l e
j ätk us u u tl ik k us n in g r ak en da t a vus k o gu
te e nus e p ak k um is e pr ots es s is .
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 .
Rem ark f rom th e au d it or :
T he s er v ic es o f t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c o nf ir m ed th a t i n th e pl a n ni n g
ph as e of t he im pr o v em ent pr oj ec t th e
perf orm anc e in d ic a t or s ar e s e t i n o rd er
to m eas u r e t h e s uc c es s r at e of th e
proj ec t . T h e im pr o ve m ent pr oj ec ts are
par t of th e a nn u a l p la n .
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 .
44
Rem ark f rom th e au d it or :
T he s er v ic es of t he s o c i al s er v ic e pr o v i der m ee t t his c r it er i on of t h e EQ U A S S
As s ura 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
It was c o nf ir m ed th at s oc ia l s er v ic e
pro v i d er h as m ec ha n is m in p lac e to
im pl em ent th e i nn o v at i v e wa ys of
work i n g if th is is ne e de d f r om the
pers p ec t i v e of t he p e r s on s e r ve d ( e. g .
i ntr od uc t io n of c r ea t i ve th er a p y,
ex p er i enc e c o u nc e l l i n g etc ) .
45
4. Agreed additional development / improvements
T he a pp l ic an t d ec i d ed on th e f o l lo wi n g im pro v em ent ac t i on s an d/ 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 cond uct rev i ew of do cu me ntat ion to gu ar ant e e t hat
t he re a re d oc um ent ed a ll p r in cip le s r equ ir ed in th e
met h odo log y of EQ U AS S A s s u ra nc e:
1) Rul e s and p ro ce du re s to av oid th e p h ys ic al , men ta l
and e co nom ic abu se of cli ent s;
2) T he pr in ci pl es to qua r ant e e th at the dat a
conf id enti a lit y ru le s an d p ro c edu re s a r e r egu la r l y
rev iew ed , in cl inv o lv ed pa rt ie s;
3) pri nc ip le s and p ro c edu r es in to r ev iew and m ak e
t he n e ce s sa r y a m en dme nts in th e p ro c e dur e s a nd
act iv it ie s .
Vi i a l äbi d ok um ent ats io o ni ü lev aa ta mi ne t aga m ak s, et
doku m ent ats ioo n on v a stav EQ U AS S As s u r anc e
met o odi k al e:
1) ko rd ja p rot s eduu r i d te en us e s a aj ate füüs il is e ,
v aim s e ja m aj and us li ku ä r ak as uta mi s e
enn et am is e ks;
2) põhi mõtt ed ta ga ma k s, e t info k onf ide nt si a al su se
ee s ki ri ja p rot s edu ur id on r eg ul aa r s elt ü l ev a ad atud
koo s v aj al i ke huv i po olt ega ;
3) põhi mõtt ed j a a ja st at us e rin ev a te p rot s e duur id e j a
t eg ev ust e ü l ev a ata m is e ks j a v a ja li k e m uudat us te
t eg em is e ks .
De ad lin e: 2 0 16
46
2 To ana l ys e add it io nal po s sib il iti e s to en ha nc e t he
pa rt i ci pat ion of th e p er so ns s e rv e d in the se rv i c e de liv e r y
and in t h e a ct iv it ie s of th e or ga ni sa tio n (e .g. c r e ate th e
re pr e s ent ativ e b od y of cli ent s) and i mpl em ent th e se
act iv it ie s .
An a lüü s id a tä i end av aid v õ im a lus i suu r e ndad a kl i enti de
os al em ist te enu st e o sut am is e s j a t ei st es org an is at si oon i
t eg ev ust e s (nt luu a k li enti de es ind us kog u ) ning v ii a ne ed
t eg ev us ed e ll u.
De ad lin e: 2 0 18
3 T o anal ys e the w a ys to ma k e th e Ind iv id ual P la ns mo re
us er- f r ie ndl y a nd t ar get - o ri ent ed , in cl sett ing t ar get s ,
w hich ar e mo r e d es cr ib ing t he e xp e cte d s itu atio n , an d
ma ke n e ce s sa r y am e ndm ent s.
An a lüü s id a v õim al us i muut a i ndiv idu aa l s eid pl aa ne en am
ka sut a ja sõb r al i kum a ks j a tu le mu st el e o r ien te e ritu k s, sh
se ad a e e sm ä rgi d, mis ki rj e ld av ad ena m ood at av at
olu ko rd a, ni ng v i i a a ntud muud atu s e si s s e.
De ad lin e: 2 0 18
4 T o dev elop th e s oc i al reh ab il it atio n s er v ic e in or de r to
t ak e int o a c coun t th e ch angi ng n e ed s an d fe edb a ck f rom
t he st a ke hol de r s.
Ar e nd ad a ed as i sot si a al se r eh ab il itat s i ooni t e enu st , et
v õt t a a rv e s se mu utuv ai d v aj adu s i ning er in ev at e
huv ipoo lt e t ag a si sid et.
De ad lin e: 2 0 18
47
5. Closing remarks
A S A A- L AN is pr i v at e l y o wn e d c om pa n y p r o vi d i ng r e h ab i l it at i on s er v ic e f or
c h il dr e n an d a d u lts wi th d is a bi l i ti es . T he m is s i on of A A - L A N is t o he lp t h e p eo p l e
wi t h s p ec ia l n ee ds to i nc r e as e t h e a b i l it y to c op e s oc ia l l y an d to i nt e gra te t hem to
l ab o ur m ar k et if p os s i b le . I n or d er t o ac h ie v e its m is s i on t h e m ai n aim of t h e A A -
L AN is t o pr o v id e h i g h - q u a l it y, bas e d on n ee ds a n d t ar g et- or ie n te d r e ha b i l it at i o n
s er v ic e . A A- L AN is c l ear l y c om m itte d to pr o v id i ng h i g h- q u a li t y s er v ic e t o pers o ns
s er ve d a n d des i g ns it s s er v ic es an d re l at e d pr oc es s es ac c ord i n g l y. Pr of es s i on a l
an d h i gh l y m o t i va te d s taf f is on e of th e m ain s tre n gt hs of t h e s er v ic e pr o vi d er.
In c o nc l us io n i t was c onf ir m ed d ur i ng t h e a ud i t th a t A A - L AN has put m uc h ef f or t
i nt o i ntr o d uc i n g a n d im pl em ent i n g EQ U A S S s ys t em , wh ic h is a lre a d y s h o wi ng
res u l ts i n m an y ar eas . I n or der t o be m ore s uc c es s f u l in i ts ac t i v it i es th er e wer e
pos s i b le im pr o v em ent ac t i ons pr o p os e d .
Ma i n im pr o vem en t ac t i ons ar e in f o ur ar eas .
Firs t, th er e is a ne e d to c o nd uc t re v i e w of doc um en ta t io n to g u a ran t ee t ha t t h er e
are d oc um ent e d a ll pr i nc i p l es r eq u ir ed i n th e m et ho d ol o g y of E Q UA S S As s ur a nc e .
As s t at e d i n th e a u d i t r e por t t her e ar e s e v era l s hor tc om ings , wh ic h n e e d to be
im pro v ed . Sec o n d l y, to a n al ys e a d di ti o na l p os s i bi l i ti es to en h a nc e t he
par t ic ip a ti o n of th e pe r s ons s er v e d in t he s er v ic e d e li v er y a nd i n th e ac t i v it i es of
th e or g an is at i o n ( e .g . c r ea te t h e re pr es e n t at i v e b od y of c l ie nts ) . T hir d l y, t h ere
ne e ds t o be a na l ys e d th e wa ys t o m ak e th e In d i v id u al P l a ns m ore us er - f ri en d l y an d
tar g et- or i en te d , inc l s et t in g tar g ets , wh ic h are m ore des c ri b i ng t he ex p ec t e d
s it u at i on . F our t h l y, t o de v e l op th e s oc i a l r eh ab i l it a ti o n s er v ic e in o rde r t o t ak e i nt o
ac c o u nt t h e c ha n g in g n e eds a n d f e e db ac k f rom th e s tak e ho l d e rs . T ak i ng in to
ac c o u nt th e or ga n is a ti o n ’s a b i li t y an d its c l ear f oc us on c l i e nt a nd s er v ic e
im pro v em ents , t he s h o r tc om i ngs c a n b e e l im ina t ed .
Af t er v er if ic at i on of t he i n d ic a t or s dur i n g t he s i t e v is it , r e vi e wi n g doc um en ta t io n,
c on d uc t i ng s e ver a l i nt er v ie ws wit h p ers o ns s er v ed , em pl o ye e s an d ex t er n al
s tak e ho l de r s ( par t ner s a nd f un d er) , t h e au d i tor re ac he d t o c onc l u s i on t ha t A S A A-
L AN m eets f u l l y th e c r it er i a f or EQ U A S S As s ura nc e c er tif ic a t io n pr ogr am m e.
T he a ud i tor wo u ld l ik e to t ha nk al l em pl o ye e s of AA - L AN f or t h e ir c oo p er at i on an d
warm we lc om e d ur in g th e s i te v is it .
48
A S A A- L AN o n er aom an d us es e tt e v õt e, m is p ak ub re h ab i l its i o on i t ee n us t p u ue te g a
l as t e le j a tä is k as v an ut e le . A A - L AN i m is s i on o n a id a ta er i v aj a dus t eg a i nim es t e l
tõs ta s o ts i a a ls e to im e tu l ek u t as e t n i n g i n te gre er i da n e id v õ im al u s e l t öö t uru l e. A A-
L AN o n s e l ge l t p ü h e nd u nu d k õr ge k v a l it e ed i g a t ee n us e p ak k um is el e k l ie nt i d el e
n in g ar e nd a b e nd a t e en us e id ni n g s e ot u d pro ts es s e v as t a v al t. P rof es s io n a al n e j a
k õrge lt m ot i ve er i tu d per s on a l on ük s pe am is e i d t ee n us e pak k uj a tu g e vus i .
K ok k uvõt l ik u lt l e i dis k i nn i tus t au d it i k äi g us , et A A - L A N o n pa n us ta n ud E Q U A S S i
s üs t e em i tut v us tam is e l e j a r ak e nd am is e l e as u t us es , m is on j u b a k aas a a id a nu d
ees m ärk id e s aa v u tam i s e le m itm et es va l dk o nd a des . O l em ak s vee l gi e duk am en da
te g e vus tes on s o o v it a t ud r ap or tis m itm ei d ar en d us t e ge v us i .
P eam is ed p ar e nd us t e ge v us ed on n e lj as v a l dk on nas .
Es it ek s on vaj a dus viia lä b i dok um en ta ts io o ni ü l e v aa tam i n e t a gam ak s , et
dok um en ta ts io o n on v as t a v E Q U A S S- As s u ranc e m eto o d ik al e. V as t a va l t a ud i t i
rap or t il e o n s e l l es o s as m itm ei d pu u duj ä äk e, m is t u le b par a nd a da . T e is ek s ,
an a l üüs i da tä i e nd a v a id v õ im alus i s uu re nd a da k l i en t id e os a l em is t t ee n us t e
os u t am is es j a t e is t es or g a nis a ts i o o ni te g e v us t es (n t lu u a k li en t i de es in d us k og u).
K olm a nd ak s , o n v aj a d us a n a lü üs i da v õ im al u s i m uu ta i n di v i d ua a ls e id p l aa n e e n am
k as ut aj as õb r a l ik um ak s j a tu l em us t el e or i e nt e eri t uk s , s h s e a da e es m ärg id , m is
k irj el d a va d e nam o o da t a va t ol uk or da . N e lj a nd ak s , a re n da d a ed as i s ots i aa ls e
reh a b i li t ats i oo n i t e e n us t , et v õt t a ar ves s e m uu tu v a id vaj a dus i n in g er in e v at e
hu v i p oo l te ta g as is i d e t. Ar v es t ad es org a n i s ats i oo n i v õim ek us t, s el g et f o ok us t
k lie n ti d e le j a t e en us e par e n dam is e l e , on v õi m alik p u ud uj ää g id k õr v a ld a da .
P ea l e as ut us e k ül as t u s t, d ok um ent a ts i o o ni ü le v a at us t n in g in te r v j uu d e l ä bi v i im is t
te e nus e s a aj a t eg a, t ö öt aj a t e j a v ä l is t e h u v i po o lt e ga ( pa rt ner i d j a rah as taj a) , j õu d is
au d i it or ots u s e l e, et A S A A - L A N t ä id a b t äi e lik u lt EQ U A S S As s ur anc e s ert if ik a ad i
nõ u de i d.
A ud i it or t ä n a b A A- L A Ni t ö öt aj a i d n en d e k o os t ö ö j a s ooj a v as tu v õt u e es t as u tus e
k ülas tus e aj a l.
17 . 02 .2 0 16 , T a l l i nn
K ar in N är ep
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EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
AS AA-LAN Rehabilitatsioonikeskus on asutus, kus osutatakse
rehabilitatsiooniteenust puudega täiskasvanutele ja lastele.
Rehabilitatsioo nikeskuse ülesandeks on osutada ambulatoorset ja
statsionaarset rehabilitatsiooniteenust Sotsiaalkindlustusameti väljsatatud
suunam iskirja alusel registreeritud puudega isikutele.
Teenuse korraldamisel ja tagamisel võetakse aluseks kliendi f üüsilise ja
vaimse ter vise ning sotsiaalse toimetuleku tase, mida hinnatakse asutusse
saabum isel ning edaspidi per ioodiliselt teenuse saamise ajal.
Rehabilitatsiooniteenusega püütakse õpetada puuetega klientidele oskused,
et tagada nende igapäevane iseseisev toimetulek ja parem elukvalit eet.
Teenuste pakkumisel lähtutakse inimesest kui indiviidist, kus arvestatakse
kliendi vajadusi, kavandatakse ja teostatakse koostatud
rehabilitatsiooniplaani tegevuskava alusel. Kõik tegevused
dokumenteeritakse vastavalt seaduses tulen evatele nõuetele.
2. Short information about the organisation in English (acti vities,
clients, etc.)
The public lim ited company AA - LAN Rehabilitation Centre is an inst itut ion
that provides rehabilitation ser vice f or handicapped children and adults. The
purpose of the rehabilitat ion centre is to provide outpatient and stationar y
rehabilitat ion ser vice on the basis of the letter of ref erral by the Social
Insurance Board f or registred handcappe people.
Organizing and ensuring the ser vices will be based on the clients psysique,
mental health and social subsistence level that will be evaluated on the
arrival to the intit ution and hencef orth periodically while receiving the
ser vice. W ith the rehabilitation ser vice, the clients are seeked to educate
with the skills f or providing a daily independent subsistence and a better
qualit y of lif e. W hen off ering the services, the clients will be taken as
individuals, where by taking int o accont the needs of a client, a rehabilitat ion
plan will be concept ualised and perf orme d on the basis of a action plan. All
the activities will be documented according to the document f orms validated
and f ixed by the institut ion, which have been prepared based on the
requirements of management contract of the Social Insur ance Boards.
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3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
AS AA- L AN
4. Name of services / departments of the organi sation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate:
Rehabilitatsiooniteenus
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation: AS AA- L AN
Post address: Linnavere tee 3, Soinaste küla, Ülenurme vald, Tartumaa
61709
Director: Allan Unt
Contact person: Lii na Luhamaa
Email:
[email protected] ;
[email protected]
Web: w ww.rehehotell.ee
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