EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
AS Hoolekandet eenused on 100% riigile kuuluv är iühing, mis tegutseb üle
kogu Eesti pea kõigis maakondades, pakkudes hoolekandeteenuseid ligi
2500- le kliendile ning tööd ligi 1000 - le töötajale. Teenuseport f elli
moodustavad er ihoolekandeteenused psüühiliste er ivajadustega
täiskasvanutele ja lastele ning üldhoolduste enus eakatele. AS
Hoolekandeteenuste allüksus Uuemõisa Kodu on perem aja tüüpi
hoolekandeasutus, mis avat i 2012. aast a 1. oktoobril. Uuem õisa Kodus on 6
peremaja ja 1 rendipinnana kasutusel olev tegevuskeskus, mis asuvad
Haapsalu linnast 3 km kaugusel, mere ääres. Kodus elab 66 inimest, igas
majas 11. 55 klient i on ööpäevaringsel er ihooldusteenusel ning 11 inimest
ööpäevar ingsel erihooldusteenusel, mis on mõeldud sügava liitpuudega
isikutele. Igapäevaselt tegelevad klient idega 21 tegevusjuhendajat, 1
tegevusjuhendaja- meister, 1 vanemtegevusjuhendaja ja juht. Päeval on tööl
keskmiselt 8 ja öösel 2 töötajat 6 maja peale.
2. Short information about the organisation in English (acti vities,
clients, etc.)
There are 6 f amiliy homes and we rent an activit y centre n ear Haapsalu in
Uuemõisa. Uuemõisa is situated 3 km f rom the count y centre Haapsalu,
which is a resort town next to the sea. There live 66 people in 11 houses. 55
clients are wit h special mental needs and need to special rehabilitation
treatment 24-hour se rvice (Round the clock special care). 11 clients f rom
these are with sever e multiple disabilit ies. Off ering the services is based on
individual rehabilitation plans, which are completed using CAR methodolog y.
Considering the wishes and needs of our client s and expectat ions of societ y
we look f or off icial jobs f or clients, which would be part time or f ull tim e jobs.
These clients who are not able to work taught to take care of themselves,
simple household chores and a diff erent daily activities using games,
handicraf t, gardening and music. There is a large area ar ound the houses,
with a greenhouse and a plot of land, that clients take care of .
A representative body of clients has worked at Uuemõisa Hom e two years,
one experience group and 6 interest groups have been completed. The
activities of the inter est group are based on principle „ A more active way of
lif e“ we f ollow ever y day in all our activit ies off ering our client s ever y
opportunit y f or a richer and more var ied lif e within the communit y.
1
That means, our clients act and work together with the local communit y. In
spare time they take part in diff erent activities at the home and use diff erent
public ser vices (swimming pool, librar y).
In our daily work we try to create an envir onment, where the clien ts f eel
equal and necessar y. To ensure this we f ollow of the idea, that the day of the
client should be quite similar to an ordinary member of the societ y, who
works on weekdays, does household chor es, visits culture and sport events,
spends f ree time wit h f riends and f amily, makes choices and decisions
considers his lif e independent ly. An activity super visors supports, guides,
helps but does not m akes decision f or the client.
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assura nce certificate
AS Hoolekandeteenused Uuemõisa Kodu
4. Name of services / department s of the organisation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate:
ööpäevar ingne er ihooldusteenus
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation: AS Hoolekandeteenused Uuemõisa Kodu
Post address: Neeme tänav 5, 90401 Uuemõisa, Ridala vald, Läänemaa
Director: Malle Kornak
2
Contact person: Malle Kor nak
Email: Malle.
[email protected]
Web: http://www.hoolekandeteenused.ee/uuemoisa/
3
EQUASS ASSURANCE
AUDIT REPORT
Site visit: 6. -7.07.2015
Uuemõisa Kodu
AS Hoolekandet eenused
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
Uue mõ is a Kod u
se rv i c e p rov id er
AS H ool e ka nd ete en u se d
Ad d re s s: Ne em e tä nav 5 , 9 0 40 1 Uu emõ is a , Rid a la v ald ,
Lä än em aa
Po st bo x: Ne em e tä nav 5 , 9 0 40 1 Uu emõ is a , Rid a la v ald ,
Lä än em aa
P er so n re sp on sib le M alle Ko rn a k
(C EO ) :
Cont ac t p e rs on: M alle Ko rn a k
Pho ne: + 37 2 5 8 55 9 93 4
Fa x:
E- m a il: uue moi s a@ hoo le k an det ee nu sed . ee
W eb s ite: ht t p: / /hoo l ek and et e e nus ed .e e/ uu emo is a /
Na me of Au dit o r: Ka ri n Nä r ep
Dat e s of aud it : 6.- 7. 0 7. 2 01 5
Cli en ts: Num ber of p ers on s er v ed : 66
As of ( d at e): 0 6. 07 . 20 1 5
St aff: Num ber of Fu l l t im e s t af f : 2 4
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 :
Num ber of vo l un t eers (if ap p l ic a b l e)
2
S erv ic e s: 1. So ci a l w elf a r e se rv i c es to a dult s w ith
sp ec ia l m ent al ne ed s (l es s n eed fo r
roun d t he c lo c k se rv i ce s) in f am il y
hom es
2. So ci a l w elf a r e se rv i c es to a dult s w ith
sp ec ia l m ent al an d p h ysi ca l ne ed s (mo r e
ne ed f or roun d th e c l oc k se rv i c es ) in
fam il y hom e s
3
2. Audit program
06 . 07 .2 0 15
9. 0 0- 9 .1 0 K ic k - of f m eeti n g
9. 1 0– 1 2 .0 0 Doc um en ta t io n r e v i e w
12 . 00- 1 2. 3 0 Lu nc h
12 . 30- 1 3. 3 0 M e et i ng wi th pers o nn e l ( ac t i v it y t e ac hers /s up p ort i n g pers o ns )
13 . 3 –1 4 .0 0 P aus e
14 . 00- 1 5. 0 0 Me e ti n g wi t h p ers o ns s er ve d
15 . 30- 1 5. 3 0 P aus e
15 . 30- 1 6. 3 0 Me e ti n g w it h p art n ers
16 . 30- 1 7. 0 0 Me e ti n g wi t h p ers o n n e l ( h ea d ac t i v it y t eac h e r)
07 . 07 .2 0 15
9. 0 0- 1 0. 0 0 Me e ti n g wi t h f un d er ( S oc ia l S ec ur it y B o ar d)
10 . 00- 1 0. 3 0 P aus e
10 . 30- 1 1. 3 0 Me e ti n g wi t h p ers o ns s er ve d
11 . 30- 1 2. 0 0 P aus e
12 . 00- 1 2. 3 0 L u nc h
12 . 30- 1 3. 3 0 Me e ti n g wi t h C EO
13 . 30- 1 4. 3 0 Pr ep ar at i o n of c o nc l us i ons
14 . 30- 1 5. 3 0 Fe ed b ac k m eet in g wi t h th e p ers on n e l an d p ers o ns s er v e d
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 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 e r vic e pr o v id er has Fur th er im pr o vem en t m ight be t o s e t t he
doc um en te d i ts v is i on , m is s io n and pr inc i p les h o w to e v a lu at e p er io d ic a ll y
c orp or at e v a lu es . D ur i ng th e i nt er v ie ws th e m is s io n , v is i on and v a lu es to
was v al i d at e d th a t em p lo ye e s ar e a war e gu ar a nt ee t ha t th es e c or e s t a tem en ts
of t he v is i o n, m is s i on a n d c or p or at e are up d at e d if ne e de d.
v a lu es and im pl em ent th es e i n t h e ir
E das i n e p ar e nd us t e g e vus saab ol l a
e ver yd a y a c t i v it i es on pr o v i di n g
põ h im õt et e m äära t l e m ine m is s i oo n i,
s er v ic es . As s t a te d in t he m is s i on ,
v is io n a nd v a l ues t h e per s o ns s er ve d v is io o n i ja v ä ärt us te p er io o di l is ek s
ü le v a at am is ek s k ind l u s tam ak s , et n ee d
are the m ai n f oc us of t he s er v ic e
on v aj a dus e l aj ak oh as ta tu d .
pro v is i o n.
2. The social ser vice provider def ines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to cont inuous improvement.
Rem ark f rom th e au d it or :
T 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
5
T he s oc i al s er v ic e pr o v i de r h as a T here is d oc um en t ed qu al i t y p o lic y in
doc um en te d qu a l it y p o lic y. T he q u al i t y p lac e h o we v er t h is p ol ic y is r at h er s h ort
po l ic y is b as e d on t he im pl em ent a ti o n of (as p art of t he e m plo ye e m an ua l)
EQ U AS S pr i nc ip l es . D ur in g th e f oc us in g o n l y o n EQ UA S S pr inc i p les .
i nt er v ie ws was c onf ir m ed th at T here is a ne e d to a n a l ys e in v o l v in g al l
em pl o ye es ar e a war e of t he q u al i t y em pl o ye es wh et h er t h i s po l ic y doc um en t
po l ic y i n g e ner a l. is pro v i d in g n ec es s ar y gu i da nc e in
pro v i d i ng s er v ic es or i s t her e a n ee d t o
e la b ora t e th e q u a li t y po l ic y f urt h er wit h
th e c o- op er at i on of all the s t af f
m em bers . T h e q u al i t y po l ic y c ou l d a ls o
i nc l u de t he pr i nc ip l es f or pr oc es s
m anag em en t ( pr oc es s des i g n) .
T een us e p ak k uj al o n dok um ent e er it u d
k va li t ee d ip o l i it ik a, k u i d s e l l i ne po l i i tik a
on üs n a l üh ik e d ok um ent ( os a t ö öt aj a
k äs ira am at us t) , m is k es k endu b a in u lt
EQ U AS S i põ h im õte te l e. T u lek s
an a l üüs i da , k aas at es k õik i töö taj a i d,
k as ol em as o l e v k va l it e ed i p ol i i tik a on
p iis a v p ak k udes v aj a l ik k u s uun is t
te e nus te os u tam is el v õ i on vaj a l ik s ed a
ed as i a r en d a da . K v al i te e d ip o l i i t ik a
pe ak s s is a l dam a ka p õ him õt t ei d
pro ts es s ij u ht im is e r ak en d am is ek s .
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 .
6
Str e n gt hs Im pro vem e nt & de v e lo pm ents
Dur i n g t he i nt er v ie w s was c onf irm ed 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
th at t h e s t ak eh o ld er s ( bo t h i nt er na l an d a n d o b j e c t i ve wa y - i n t h e f o r m o f f e e d b a c k
ex t er na l) have o pp or t u ni t y to g i ve questionnaires is implemented quite
f ee db ac k o n pr ogr am m es an d s er v ic es r e c e n t l y, so there is a need to create
thr o ug h t h e s e v er a l op t io ns ( m eet i n gs sustainability in this process and ensure
an d f ee d bac k q u es t i on n a ir es ) . T h er e that the feedback is asked periodically and
are pe ri o d ic a l in d i v i du a l d is c us s io ns wi t h the same methodology in order to
wi t h th e p er s o ns s er ve d (at l e as t create comparable data o ve r the ye a r s .
an n ua l l y) . T he f ee d b ac k f r om pers o ns Th e r e is also a need to evaluate
s er ve d a nd th e ir ad v oc at es is periodically wh e t h e r there are the most
doc um en te d . T he s er v ic e pr o v i der h as appropriate measures for collecting
im pl em ent e d i nn o v at i v e ap pr oac h f or feedback in place, e.g. from persons
c o ll ec ti n g t h e f e ed b a c k f r om pers o ns s e r ve d . O n e p o s s i b i l i t y o f i m p r o ve m e n t i s t o
s er ve d in es t ab l is h in g th e set the principles for discussing the results
rep res e nt at i on a l body of pers o ns of the feedback questionnaires both inside
s er ve d , wh ic h m ee ts r e g ul ar l y to the organisation and with stakeholders for
d is c us s s e v er a l m at t e r s c o nc er n i ng t he s e t t i n g n e c e s s a r y i m p r o ve m e n t a c t i o n p l a n
s er v ic e p ro v is i on . 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 n o t o n l y t o c o l l e c t f e e d b a c k ,
but to learn from it and inform the
stakeholders on the i m p r o ve m e n t s made
based on the feedback. Ta g a s i s i d e
k o g u m i n e t a g a s i s i d e k ü s i m u s t i k e vo r m i s o n
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. Üheks 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 on määratleda
põhimõtted, kuidas arutatakse
tagasisideküsitluste tulemusi, et saaks
koostada parendustegevuste plaani.
7
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 T he d is s em in at i o n of th e inf orm at io n is
ac t i v e i n pr o vi d i ng t h e i nf or m at i on on its org a n is e d ver y we l l .
ac t i v it i es .
T here is h o we v er s om e pos s i b i li t ies f or
It was c o nf ir m ed dur i ng t he a ud i t, th at im pro v em ent ac ti o ns . O n e p os s ib i l i t y is
i nt ern a l a n d e x t er n al s tak eh o ld ers a re to e v a lu at e p eri o d ic a l l y wh et h er t h ere
a war e of t he pr o gr am m es an d s er v ic es are t h e m os t a p pr opr i at e m eas ur es to
of f ere d. T h e m ain m et h od is t he we b - pro v i d e inf orm ati o n to the d if f er en t
pa g e, bu t a ls o b o ok le t s . U uem õis a K od u s tak e ho l de rs i n pl ac e (e. g. to as k it i n
has s et t ar g et t o h a v e t he inf or m ati o n th e f ee d bac k q u es t i o n na ir es ) .
on t h e ir ac t i v i ti es i n t h e m ed i a.
Inf orm ats i o on i a v a l ik us t am in e on
In 2 01 4 f or t h e f ir s t t im e t h e e v e nt k orral d at u d v äg a h äs t i. S iis k i o n t ea t ud
“op e d- do or s ” t oo k p l a c e, wi t h th e a im to par e n dus te g e vus i . Üks võim a lus on
i nf orm the p u b lic on t he ac t i v it i es of t he h in n at a r e gu l a ars e l t, k as k as ut us e l o n
s er v ic e p ro v i de r . k õig e s o b i vam ad m eet o di d i nf o
ed as tam is ek s (s h tu l ek s s ed a h i n na ta
l äb i t ag as is id e k üs i t lu s te) .
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 .
8
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 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 t he a nn u al p l an n i ng pr o c es s is
re v ie w pr oc es s of th e a nn u al p la n ar e doc um en te d , t h is d es c ri pt i on is r at h er
doc um en te d and im p lem en t ed in the s hor t. T h ere is a ne e d to a na l ys e
wh o le org a n is a t io n. wh et h er t h ere is a n e e d t o d oc um ent th e
proc es s m ore i n d et a i l. A ls o t h ere is a
It was c o nf ir m ed i n t he i nt er v i e ws th a t ne e d t o c h ec k re gu l a rl y th e pr oc es s of
em pl o ye es ar e ac ti v e l y i n v o l v e d b ot h i n
th e a nn u a l p la n n in g a nd im pl em ent t h e
th e s et t in g u p t h e an nu a l p la n as we l l
c ha n ges if n ec es s a r y.
as e va l u at i on of th e r es u l ts of t he
im pl em ent a ti o n of t h e p la n. K ui g i i g a - a as ta n e t öö p l a ne er im is e
pro ts es s o n d ok um ent e eri t ud , s i is o n
s ee k irj e l da tu d üs na l üh i d a lt . T u lek s
an a l üüs i da , k as o le k s vaj a l ik ant ud
pro ts es s i k irj e l d ad a d et a ils em al t.
A as t ap l a an i p ro ts es s i tu l eb re g ul a ars el t
ü le va a da t a (k as s ee on j ä tk u va l t aj a - j a
as j ak o ha n e) ja v i ia s is s e v aj a l ik ud
m uuda t us e d .
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 .
9
Str e n gt hs Im pro vem e nt & de v e lo pm ents
A nn u a l p l an n in g pr oc es s of t he s er v ic e A lt h ou g h t h e s e r vic e pr o vi d er is v er y
pro v i d er h as c yc l ic c h ar ac t er : t h ere are op e n t o d is s em i na te th e inf orm ati o n it
s et a nn u a l o bj ec t i v es / tar g ets , ac t i v it i es c ou l d be d is c us s e d whe t her to s e n d t he
an d ex pec te d r es ul t s ( wit h ex p ec t e d an n ua l p l an and a nn u a l r ep ort (as
i nd ic at or l e v e l) . doc um en ts ) als o to the e x t ern a l
s tak e ho l de rs (e. g . f und ers ) t o g i v e t o
th es e doc um en ts m ore a tt e nt i on .
K ui g i t e en us e p ak k uja o n v ä g a a v at ud
i nf orm ats io o ni j a gam i s ek s , s i is v õ ik s
aru t ad a, k as s aa ta e n da a as t a t ö öp l aa n i
j a a as t aa ru a nn et v ä l i s te l e h u v ip o o lt e le
(nt r a has t aj a l e), et tõs ta a nt u d
dok um en t id e t äh ts us t.
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
T he s oc ia l s e r v ic e pr o v id er As th e p os s i b l e im pro v em ent ac t io n th e
dem ons tr at es or g an is at i on ’s s uc c es s in s oc ia l s er v ic e pr o v id er c o u l d a n a l ys e
th is are a in th e s e ve r a l wa ys – i n t he th e p os s ib i l it y t o s e n d its a n nu a l re po rt
an n ua l re p or ts , in t he web - p a ge a n d to its s p ec if ic ex ter n a l s t ak eh o ld ers .
th er e is a ls o e la b or at ed th e s hor t v id e o
V õim a l ik u e d as is e ar en d am is e na võ ik s
to s h o w t he r es u l ts o f th e ac t i v it i es of
as u t us an a l üüs i d a v õ i m alus t s aa t a om a
s oc ia l s er v ic e pr o v id er .
aas t aar u an n e om a v äl i s te l e h u vi p oo l te l e
10
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
c l ear l y to the s oc i et y th r o u gh i ts
ac t i v it i es . T h e s oc i a l s er v ic e pr o vi d er
purc h as es n ec es s ar y s er v ic es f r om
l oc a l e n ter pr is es ( c at er in g , h ea l th
s er v ic es etc ) . T her e has be e n
c on t in u ous im pr o vem e nt of t h e ph ys ic a l
are a t h e U uem õ is a K od u is s i tu at e d
(p la nt i n g t h e tr e es e tc ) . T h e p ers o ns
s er ve d h a v e t ak e p ar t in t h e v ol u nt ar y
proj ec t c o nc er ni n g c l ea n in g up the
are as ar o un d ( T eem e Är a i n it i at i v e).
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
11
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 e m ente d pr i nc ip l es
f or s t af f p ol ic y i nc l ud i ng t h e r ec r ui tm ent
an d r et e nt i on p o l ic y pr inc i p les . I t was
c onf irm ed d ur in g the i nt er v i e ws t ha t
th es e pr i nc i p l es ar e im pl em ent e d in
prac t ic e . T h er e is v e r y c l ear f oc us o n
th e c om p et enc i es of th e b o th i n t h e
rec r ui tm ent a n d we ll a s r e te n ti o n.
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
It was c o nf i r m ed ( bo t h ac c or d i ng t o th e A lt h ou g h the s t af f ex pres s e d t h e ir
doc um en ta t io n as we ll as i n i nt er v i e ws ) m oti va t io n , th e h i gh t u rno v er of th e s t af f
th at t her e ar e nec es s ar y pr inc i p les a n d was m ent i o n e d d ur i n g th e in te r vi e w s .
m eas ur es in p l ac e . It was c o nf irm e d T here is a ne e d to a n a l ys e t he r eas o ns
th at t h e wor k in g c o n d it i ons , s taf f rat i o f or s uc h tur n o v er an d p os s i bl e
an d r e war d in g ar e s at is f ac tor y a nd m eas ur es to o v erc om e t h is pro b l em .
th es e were n ot s ta te d as pr ob l em s b y
th e s t af f . K ui g i t ö ö taj a d v ä lj e nd as i d en d a
m oti ve er i tus t, s iis k i t oo d i v ä lj a
rah as taj a po o lt pers o n al i k õr ge
v oo l a v us . S e eg a, o n v aj a l ik an a l üüs i d a
s e ll e p õ hj us e id n in g v õ im al ik k e
m eetm ei d s e l le pro b le em i
l ah e nd am is ek s .
12
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 T he ef f ec t i ve n es s of t he tr a i ni n g is
ne e ds e v a lu a te d d ur i ng th e a p pra is a l m eas ur ed onc e us i ng th e SW OT
i nt er v ie w t h er e is a p la n ni n g of t h e an a l ys is b y th e s t af f . As th is m eth o d
pers o n al d e v el o p m en t, wh i c h is c an g i ve v al u ab l e i nf o rm ati on an d i d eas
doc um en te d a n nu a l l y i n t he ac c or d in g f or im pro v em ent in th e ar ea of tra i n in g,
p la n. T h e em pl o ye es ar e a wa r e of t he ir it is n ec es s ar y t o c o nt i nu e wh ic h s uc h
pos s i b i li t ies to have th e n ec es s ar y m etho d to e ns ur e th e c o n ti n u it y a nd
tra i n in gs . T he ef f ec ti v e nes s of t he s us t a in a b il i t y of s uc h m eas ur em ent .
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 i nt er v i e ws . A ls o m or e r ec en t K oo l it us e ef ek ti i vs us t on a na l ü üs i t ud
ük s k ord l ä b i SW OT an a l üüs i k a as a t es
m etho ds ar e i n p lac e – t he c o v is i on of
tö öt aj ai d . K un a s e l li ne m eet o d v õ ib
th e s t af f , whic h is hi g h l y va l ue d b y t h e
s taf f . an d a o l u lis t i nf orm ats i oo n i ja id e i d
ed as is t ek s are n dus t ek s
k ool i tus v a ldk o n nas , o n o l u li n e j ä tk at a
s e ll is e m ee to d i ga , et t a ga d a s el l is e
m õõtm is e j ätk us uu t l ik k us .
12 . T he s oc ia l s er vic e pr o v i de r a pp l i es re q u ir em ents f or c om pet e n c e i n t h e
i de nt if ie d r o l es a nd f u nc t i ons of s t af f a nd e v a lu at es t hem o n a n nu a l b as is .
Rem ark f rom th e au d it or :
T he s er 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 .
13
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 T he p os s ib l e im pro v e m ent ac t io n is t o
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 as s es s the c o nt en t of th e ap pr a is a l
des c r i pt i o n of t he c om pet enc i es , i nt er v ie ws pe ri o d ic a l l y in ord er to
k no wle d ge a nd s k i l ls n e ed e d (j o b ens ur e th a t th e n ec es s ar y am en dm ents
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 are m ad e.
th e j o b r es ul ts an d t h e n e eds ( a p pra is a l
Üh ek s ar en g u võ im a lu s ek s on h i n na ta
i nt er v ie w) . Al l t he s t af f m em ber s h a v e
are n g u ves t lus te s is u pe ri o od i l is e lt
th e ir j ob des c r i pt i o ns .
k ind l us t am ak s , et v aj a d us e l vi i ak s e
Ma i n f u nc t i ons ( ac t i v i t y te ac h er s ) h a v e s is s e m uu d at us e d .
ad d it i o na l l y a ls o m or e d e ta i l ed
des c r i pt i o ns of t h e ir ta s k s .
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 ders m eet th is c r it er io n of t he 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 o nf ir m ed t ha t t he s t af f is s e e n T here is a ne e d to ac hi e v e
as t he c r uc i a l e l em en t of pr o v i d i ng t h e 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
s er v ic es an d m ak e the nec es s ar y f rom the s t af f i n or der t o h a ve t h e
c ha n ges i n t he s er v ic e a n d i ts pr o v is io n c om par ab l e d at a o v er ye ars .
if n e ed e d. A l l th e i s s ues c o nc ern i n g
pro v i d i ng s er v ic es a n d t he or ga n is at i on O l u li n e on t ag a d a j ätk us uu t l ik k us
ta g as is i d e k og um is e l t öö taj a te l t
are dis c us s e d r e gu l ar l y in th e s t af f
tek i tam ak s v õrre l d a v i nf o tu l em us t es t
m eeti n gs . A ls o th e SW OT -m eth od is
us e d t o a n al ys e s om e s pec if ic ar e as of aas t at e l õ ik es .
th e or g an is at i on to g a in f e ed b ac k f rom
th e s t af f .
14
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 ders m eet th is c r it er io n of t he 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 T here is pos s i b il i t y f o r th e im pr o vem en t
s at is f ac t io n of th e s taf f ar e v er y ac t i on in t he m eas ur em ent th e
im por ta nt e l em en ts t o th e em pl o ye r as s at is f ac t io n a nd m ot i v at i on - i n o rd er to
th e m ai n pr i nc ip l e is t he s t ab i l i t y of th e k eep c o ns ta n tl y th e m os t ef f ec t i v e
s taf f . T her e ar e i m plem en te d t he m eas ur es t h ere is a n ee d to as s es s
m ec han is m s f or th e c ons t an t f ee d bac k per i o d ic a l l y, wh i c h k i nd of f ac t ors ar e
an d rec o gn i t io n . i nc re as i ng or d ec re as i ng th e m oti v a ti o n
an d s at is f ac ti o n. S o t her e is a ne e d t o
c rea t e th e s us ta i na b i l it y i n p er i od ic a l
s at is f ac t io n s ur v e ys of em pl o ye e s .
Ra h ul o l u ja m oti v at s i oo n i m õõtm is e
j uur es tu l e b – s e l l e k s , et r ak en d ad a
as u t us es k õ ig e ef ek ti i vs em ai d
m eeto d e id n e nd e t õs tm is ek s –
per i o od i l is el t m õõt a, m il l is e d f ak tor i d
põ hj us t a va d m ot i va ts i oo n i ja ra h u lo l u
tõ us u ja m il l is e d l an g us t . T öö taj at e
rah u l o luk üs it l us t es tu l e b t a ga d a
j ätk us u u tl ik k us .
15
15 . T h e s oc i a l s e r vi c e p ro v i de r as s ur es th e r i gh ts of p ers o ns s e r ve d
ou t l in e d in a Ch ar ter of R ig h ts wh ic h is bas e d on t he E U C har t er of
Fu nd am en ta l Ri g hts , t he E ur op e an C on v e nt i on f o r t he Pr ot ec t io n of Hum an
Ri g hts a n d Fu n dam e nt a l Fre e dom s of the Cou nc i l of E uro p e an d o th er
i nt er n a ti o n al h um an r i gh ts c on v e nt i ons , es p ec ia l l y t h os e e l ab or at ed u nd er
th e U ni t ed N at i o ns .
Rem ark f rom th e au d it or :
T he s er 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
Uu em õis a K od u has doc um en te d a nd 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 at 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 . D ur i ng t he i nt er v i e w s wi t h th e ir b as ic ri g hts , th ere wer e c a ps in
th e p ers on n el was v a li d at e d th a t th e th e k no wl e d ge of a ll th e ir ri g hts a nd
s taf f is a war e of t hes e r ig hts an d du t ies . du t ies (of c ours e th is is de p en d i ng a ls o
T here h a ve t ak e n p l ac e s em in ars t o on t h e ir s p ec if ic a bi l i ti es ) .
pers o ns s er v e d i n o r de r to in tr od uc e
E das i n e ar en d us t e ge v us on es it a da
th e ir r ig h ts and d u ti es in
õ ig us t e ja k oh us t us t e k ood ek s en am
un d ers t a nd a b le f or m at .
k as ut aj as õb ra l ik um as vorm is . As ut us e
k lie n d id t ea v a d m õn i ng a id õ i g us i ja
k ohus tus i , s i is e i t ea d nu d n a d k õik i (m is
on s am as tu l e ne v k a te en us e s a aj at e
s pe ts i if i l is t es t om a dus tes t) .
16 . T h e s oc i a l s er v ic e pr o v i d er inf orm s th e pers o n s er ve d a bo ut h is / h er
ri gh ts a nd d ut i es es pe c i al l y t o eq u a l tre atm e nt o n gr ou n ds of a g e, d is a b i li t y,
ge n de r , r ac e , r e l ig i o n or be l i ef an d s ex u al or ie nt a ti o n b ef or e rec e i vi n g t he
s er v ic es .
16
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 t h a t b ef or e e nt er in g T he pr oc e d ur e f or th e be g in n i ng of th e
th e s er v ic e the s er v ic e pr o v i der s er v ic e pro v is i on is d oc um en t ed r at h er
es t a bl is h es th e c o nt a c t wi t h th e f ut ur e de t ai l e d. Ho we v er th er e could be
c l ie n t an d/ or h is /h er a d voc a tes and d is c us s e d wh e th er to i nc lu d e in t he
i ntr od uc es i ts e lf a nd it s s er v ic es . des c r i pt i o n of t he s er v ic e m ore d et a i le d
m eas ur es t o i nf orm th e f u tur e c l i en ts
T he pers o ns s er v e d an d /or h is /h er
ab o ut t h ei r r i gh ts b e f o reh a n d.
ad v oc at es s ho u l d g i v e th e ir s ig n at ur e t o
th e c h art er of r i g h ts . T een us e os u tam is e a lg a tam i ne on
k irj el d at u d v äg a d et a i ls e l t t e en us e
k irj el d us es . S am as v õ ik s k aal u da , k as
te e nus e k irj e l d us e s v õik s o l la
v ä lj a to o du d e nam d e ta i ls em alt , k u id as
i nf orm eer it ak s e k l ie nt e t em a õ i g us t es t
en n e te e nus e l e tu l ek ut .
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 .
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
17
Uu em õis a K od u h as c om pl ai n t
m anag em en t s ys t em in p lac e , whic h
as s ur es t ha t the c o m pla i nts wi l l be
i n ves t ig at e d i n t h e a ppr o pr ia t e wa y as
we l l as dis c us s e d to m ak e the
nec es s ar y d ec is io n f or f ol l o w - u p
ac t i ons . T h er e h a ve b ee n c om pl a i nts s o
th e s ys tem is a ls o im pl em en te d in
prac t ic e .
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 de r 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 th e s er v ic e pr o vi d ed –
pro v i d i ng th e ac t i v it i e s ac c or d i ng to th e
pers o ns n e eds a n d a b il i t y is th e m ai n
m is s io n of t h e s er v i c e pr o v i d er. T he
m ain a im is t o of f er t o th e p ers ons
s er ve d t he ac t i ve l if e – p os s ib i l it i es to
work o uts i d e U u em õi s a K od u a nd j o i n
th e ac t i v it y gr o u ps a nd ot h er ac t i v it i es
i ns i d e th e U uem õ is a K od u .
18
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
Ac c ord i n g t o d oc um ents an d in t er v ie ws
th er e is a n e v id e nc e th at t he r u l es f or
pro v i d i ng t h e s u pp or ti n g p er s o ns a n d
ad v oc at es ar e in pl ac e an d
im pl em ent e d.
S oc i a l s er v ic e pr o v i d e r h as b ee n ac t i v e
to m ot i v at e th e a d voc at es ( m ai n l y l oc a l
go v er nm ents ) to p er f o r m the ir d ut i es .
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 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
19
Uu em õis a K od u has doc um en te d a nd
im pl em ent e d a p o l ic y on et h ic s
ref l ec t i n g t h e d ig n it y of p er s ons s e r ve d
an d pr ot ec t i n g t h em f rom pos s i bl e r is k s .
T his d oc um ent was e l ab or at e d wit h t he
c o- o p er at i on of a l l s taf f m em ber s .
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 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
20
S oc i a l s er v ic e pr o v id er h as a T he p os s ib l e im pro v e m ent ac t io n is t o
doc um en te d po l ic y a nd pr oc ed ur es t o be tt er def in e t he p os s ib l e s i tu a t io ns
pre v e nt ph ys ic a l, m e nt a l a n d f in a nc ia l bo t h ins i de and ou ts i de th e
ab us e of p er s o n s e r v ed . D ur i n g th e org a n is a t io n , wher e t her e is a r is k to
i nt er v ie ws it was c onf ir m ed t h at s taf f is an y k i nd of ab us e of pers o n s s er v e d.
a war e of t h es e pr i nc i p l es . T here m ig ht be t h e p o s s i bi l i t y to dis c us s
th es e is s u es wit h ot her s oc i al s er v ic e
pro v i d ers (of c o urs e t ak in g in to ac c ou n t
th e c o nf i de n ti a l it y pr i nc ip l es ) – e .g . it
m ight be p os s ib l e to dis c us s the
pos s i b le p a tt erns in th e ab us e of t he
pers o ns , wh o are i n t h e weak er pos i t io n
to pr ot ec t t hem s el v es ag a i ns t pos s i b l e
ris k s .
V õim a l ik aren d us t e ge v us on p arem i ni
def in e er id a v õ im al ik k e s it u ats i oo n e n i i
as u t us e s ees k u i vä l j as , k us t ee n us e
s aaj a d v õ i v ad s at tu da är ak as ut am is e
oh t u. V õ ik s aru t ad a ka t e is t e
s ots i aa l te e nus t e pak k uj at e ga
(l oom u lik u lt ar v e s ta d es
k onf id e nts i aa ls us e põ h im õtt ei d) ü l d is e l
tas a nd i l, m i l lis e d on v õim a l ik ud
ärak as ut am is e v õ im a lus e d i n im es te
j uur es , k es o n n õr g em as pos its i o on is
k aits m ak s en n as t võ im a lik e ris k i d e e es t .
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 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 .
21
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
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 .
23 . T h e s oc i a l s er v ic e pr o vi d er d ef i nes , doc um ents , m on it ors a nd e va l u at es
a s e t of pr inc i p les , v a l ues a nd pr oc e d ur es t ha t go v er n b e ha v i o ur i n s er v ic e
de l i v er y c o nt a in i n g as p ec ts of c o nf i d en ti a l it y, ac c u rac y, pr i v ac y an d
i nt egr i t y.
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 o n 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 d e l i ver y i n s e ver a l d oc um en ts .
St af f is a war e a b ou t th e s e pr inc i p les ,
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 .
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 .
22
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 he pr inc i p les and pr oc e d ur es f or
i nt er v ie ws t h er e is an e v i de nc e t h at as s ur i n g c onf id e nt i a l it y of da t a are
proc e d ures f or as s ur i ng c o nf i de nt i a l it y doc um en te d i n s e v er a l doc um en ts , s o
of da ta ar e d oc um en t ed an d th e im pro v em en t ac t i on m ig ht be to
im pl em ent e d. T h er e has b ee n als o e la b ora t e a s i n gl e doc um en t s ta t in g
c arr ie d ou t the e v a l ua t io n of th es e c l ear l y th e ac c ord i n g r ul es , i nc l th e
proc e d ures . pr inc i p les t o e v a lu at e a nd up d at e th es e
ru les if n ec es s ar y.
P õh im õt te d ja p ro ts ed u ur id ta g am ak s
an dm et e k onf i de n ts i aa ls us on k irj as
er in e v at es d ok um ent i des , n i i e t ü h ek s
par e n dus te g e vus ek s s aa b olla v ä lj a
tö öt a da ük s d ok um ent , m is m äära t le b
s e lg e lt v as t a v ad r e e gl i d, s h p õ h im õtt ed
h in n at a ne i d r e eg l e i d r eg u l aars e lt ja
v aj a d us e l aj ak oh as t a d a .
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 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 ro les an d r es p o n s i bi l i ti es of a l l t he
em pl o ye es ar e des c r i be d in th e j ob
des c r i pt i o n. T h is inf or m at io n is a ls o
a va i l ab l e on the we b - pa g e of th e
s er v ic es p r o v i de r .
23
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
Uu em õis a K o du h as m ec h a n is m in p l ac e As t he s ys t em at ic as s es s m ent of
to c o- op er at e wi t h par t ner s – l oc a l f ee db ac k (q ues t io n na i res ) wi t h par t ners
go v er nm ents , o th er s oc i a l s er v ic e has b ee n im pl em en t ed q u it e re c e nt l y
pro v i d ers , s ta te a ge n c i es i n t h e f i el d , th e n t her e is a n ee d t o c o n ti n ue t he
bu t als o ot h er nec es s ar y par tn er s ( e .g . c o ll ec ti n g t he f e e db a c k wi th t h e s am e
em pl o yers ) . T his c o - o per a ti o n is c l ear l y m etho d o lo g y t o h a v e th e c om par a bl e
s up p ort i n g th e s er v ic e pr o v is io n as t h is da t a o ver t h e ye a rs . I t is als o im p ort an t
is f oc us e d o n t he c as es of t h e p ers o ns to d is c us s t he res u lt s f rom the f e ed b ac k
s er ve d . c o ll ec ti o n wi t h p art n er s .
It was c o nf ir m ed i n t he i nt er v i e ws th a t K un a p art n er it e s üs tem aa t i li n e
th e pa rt ner s va l u e h ig h l y th e co- ta g as is i d e h i n dam i ne (k üs im us tik u d) on
op er at i o n wit h th e Uum õis a K od u as rak en d at ud h i lj u t i, s i is t u le b j ä tk at a
we l l as v er y o pe n a nd pr o ac t i v e ta g as is i d e k ogum is t s am a m etoo d ik ag a
ap pr o ac h t o c o - op er at e. v õ im al dam ak s tu lem us i j ä l g id a ja
v õrr el d a a as t a te lõ i k es . S am uti on
o lu l i ne aru t ad a t ag as is i d e t ul em us i
par t ner i te g a.
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 .
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 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
Uu em õis Kodu wor k s in v er y c l os e T he p os s ib l e im pro v e m ent ac t io n m ig ht
par t ners h i p wi t h dif f e r en t i nt er na l a n d be to in v o l v e s t ak eh o ld ers m ore
ex t er na l s t ak eh o ld er s i n t h e pr o v id i ng of s ys tem at ic al l y – e .g . f ix a p er io d ( e. g.
th e s er v ic es . As t he ex ac t c o nt en t an d af ter e v er y 2 ye a rs ) a f ter wh ic h th er e is
pro v is i o n s er v ic e pr o v i de d d e pe n ds o n an e v al u at i on of t he s er vic e pro v is i o n
th e p ers o n s er v e d th e r e is o n - go i ng c o - as wh o l e pr oc es s i n th e f orm of m eeti ng
op er at i o n b ot h wi t h th e in t er n a l an d or wo rk s ho p.
ex t er na l s t ak eh o ld er s to pr o v i d e the
nec es s ar y s er v ic e V õim a l ik are n dus t eg e vus võ ik s olla
k aas a ta t e is i ( vä l is e i d) hu v i p oo l i e nam
s üs t e em s em alt te e nu s e k uj u n dam is s e.
Nt m äär at l e da p er io o d ( nt i ga 2 aas t a
ta g an t), m i ll e j ä re l to im ub t e en us e
pak k um is e ter v ik pr ot s es s i h in d am in e
k oht um is e v õ i s em in ar i v orm is .
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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
25
Uu em õis a Ko d u has pr oc e d ur e s for T here is a p os s ib l e i m prov em en t ac t io n
ac t i v e i n v ol v em en t of per s on s e r ve d in to an a l ys e whe th er t he m ec h a ni s m f or
p la n ni n g an d e v a lu at i on of th e s er v ic e par t ic ip a ti o n is s a t is f ac t or y in or d er t o
pro v i d ed . All in d i v i du a l p l ans ha v e am end it if nec es s ar y. A ls o, t h ere is a
c l ear l y in d i v id u a l a nd ho l is tic ap pr o ac h . pos s i b le im pro v em ent ac ti o n to an a l ys e
It was c o nf ir m e d dur i ng t he in te r vi e ws wh et h er th e f orm at of an I n d i vi d ua l P la n
th at pers o ns s er v ed ar e ac t i v e l y as pro v i d ed t o th e p e rs on s e r ve d is i n
i n vo l v ed i n th e dif f er e nt as pec ts of t h e us er - f ri en d l y and un d ers t an d a bl e
s er v ic e p ro v is i on . f orm at.
V õim a l ik uk s aren d u s te g e vus ek s on
an a l üüs i da , k as os a l em is e m ehh a n is m
on p i is a v n i ng t eh a v aj ad us e l
m uuda t us e d . T eis e k s võ im al ik uk s
are n d us t eg e v us ek s o n a na l ü üs id a, k as
te e nus e s aaj a le o n i n d i vi d ua a l ne p l aa n
k as ut aj as õb ra l ik us ja ar us aa d a vas
f orm aad is .
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
26
T he s oc i al s er v ic e p r o v id er f ac i l it at es .
th e p ar tic i p at i on of th e p er s ons s er v ed
bas e d o n t h e ir as s es s ed n e ed s . A l l t he
m eas ur es a n d ac t i v it i e s f or p ar t ic i pa t io n
ha v e be e n d o c um ent e d and
im pl em ent e d. T he e v a lu at i o n is b as e d
on th e a n nu a l f ee d b a c k c oll ec t i on f rom
th e p ers ons s er ve d an d us i ng the
SW OT -m eth od .
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
Uu em õis a K o d u f ac i l i ta tes c l ear l y t h e
em po werm en t of th e per s ons s er v ed .
T he m ai n f oc us of t he s er v ic e is t o
ac t i v e l y s u pp or t pe r s ons s er v ed in
f in d in g t he s u it ab l e em pl o ym e nt ( work
ac t i v it i es ) ins i d e or ou ts id e f am il y
hom e. It was c o n f ir m ed t h at t he
pr inc i p le of th e em po wer m en t is
im pl em ent e d t hr o u g h th e i n di v i d ua l
p la ns .
27
31 . T he s oc i a l s e r v ic e pr o v id er o p er a tes s pec if ic m ec h a n is m s f or
es t a bl is h in g a n em po w er in g e n v iro nm en t.
Rem ark f rom th e au d it or :
T 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 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 her e is im pl em en te d
CA R E- m et ho d ol o g y, wh ic h a ls o h e l ps to
ha v e m ore em po wer m en t.
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
28
It was c o nf ir m ed b ot h i n d oc um ent a ti o n
an d i nt er v i e ws t ha t t her e wa s c arr ie d
ou t t he n ee ds as s es s m ent b y t h e s oc i a l
s er v ic e pr o v i d er b ef or e s tar t in g the
s er v ic e at t h e pr es e n t l oc a t io n . A ls o ,
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
in the s e r vic es p r o v id e d. It was
c onf irm ed i n i nt er v ie w s th a t t h e l oc a t io n
is c o n v en i en t f or t h e p er s o ns s er ve d
an d t he ir a d v oc at es . T he f am i l y h om es
c onc e pt of f er s b et t er s o lu t io ns to
pro v i d e s er v ic es .
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. U uem õ is a K o du co-
op er at es c los e l y wi th par tn er s i n or de r
to m ak e f lex i bl y th e n ec es s ar y
adj us tm e nts i n s er v ic e pr o v id e d.
29
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
Uu em õis a Ko d u d e li v e r s s er vic es bas e d
on t h e n ee ds of th e per s ons s er ve d .
T he ex ac t c o n te nt of the s er v ic es are
des i g ne d ac c or d in g to t he s p ec if ic
ne e ds of t he p er s o n s s er ve d. T h es e
ne e ds ar e e va l ua t ed r eg u l ar l y in ord er
to a dj us t t he s er v ic es if nec es s ar y.
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
30
T he s oc i a l s er v ic e pr o v id er d oc um ents Fur th er im pro v em ent ac t i on is to
th e id e nt if i e d n e e ds a nd ex pec t at i ons of im pl em ent f ul l y th e pl an n ed c h an g es in
th e pers o n s er v e d in an I nd i v i du a l P la n. th e f orm at of t he i nd i v i du a l p l ans (s om e
T he i n d i v id u al p l ans c on t ai n tar g ets a nd pers o ns s er v ed h a ve o ld f orm at of th e
work i n g m etho ds . It was va l i da t ed t h at p la ns ). It is a ls o v er y im port a nt to
eac h In d i v id u a l P la n is e va l u at ed im pl em ent t he c h an g e s i n e v a lu a ti o n of
reg u l ar l y. th e im plem e nt at i on of th e i n d i v id u al
p la ns in ord er to qu ar an te e the
i n vo l v em ent of t he per s ons s er ve d.
E das i n e par e nd us te g e vus o n t äi e l ik ul t
rak en d ad a p la n e eri t ud m uu da tu s e d
i nd i v i du a a ls e te p l aa n i de u ut e l e
v orm id e le ü l em in ek us (os a de l k li e nt i de l
on v ee l i n d i vi d ua a ls e d p la a n id va n ad e l
v orm id e l). S am ut i on vä g a t ä ht is
rak en d ad a m uu d at us e d in d i v i d u a als e te
p la a ni d e h in d am is e pr ots es s is t a gam ak s
k õig i k li e nt i de k aas at u s s e l l es .
36 . T he s oc i al s er v ic e pr o v i d er i d e nt if i es , d oc um en ts , a nd m a in t ai ns t he k e y
s er v ic e d e l i ver y pr oc es s es t o th e p ers o ns s er v ed in l i n e wi th its vis i o n,
m is s io n s ta t em ent a n d q u al i t y p ol ic y.
Rem ark f rom th e au d it or :
T he s er 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
31
T he s oc ia l s er v ic e pr o v i der has T o ha v e m ore tr a ns p a renc y th er e c o u l d
i de nt if ie d a nd doc u m ent e d i ts key be i nc lu d ed t he l is t of th e p roc es s es i n
s er v ic e de l i v er y pr o c es s . It was is th e q u a li t y p o l ic y – th e k e y d e l i v er y
c onf irm ed t h at th is p r oc es s is i n li n e proc es s es a n d s u pp or t pr oc es s es . A ls o
wi t h th e v is io n, m is s i on an d q u a li t y th er e c ou l d be an a l ys e d wh et he r to
po l ic y of th e s er v ic e pr o v id er a n d is des c r i b e th e key de l i ver y s er v ic e
im pl em ent e d i n e v er yd a y pr ac t ic e proc es s i n t h e f orm at of pr oc es s f lo w.
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 ol la to o du d pro t s es s id e n im ek iri –
v õtm epr o ts es s i d ja tu g ipr o ts es s i d .
L is ak s v õik s an a l üüs i da , k as tee n us e
os u t am is e pr ots es s v õ ik s o ll a
k irj el d at u d nn v oos k e e m ina.
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
Uu em õis a K od u r e v i e ws t h e k e y s e r vic e T he p os s i bl e im pro v e m ent ac t io n c ou l d
de l i v er y pr oc es s o n r e gu l ar b as is ( in t h e to be nc hm ark t he p e rf orm anc e of th e
s er v ic e des c r i pt i o n ar e s e t pr i nc i p l es f or proc es s es t o s im i l ar proc es s es of f er ed
th is re v i e w) . A ls o t he s er v ic e pr o v i de r is b y ot h er or ga n is at i ons .
v er y o p en to th e f ee db ac k of th e
ex t er na l s tak e ho l de r s to an a l ys e th e Üh ek s ed as is ek s pa ren d us t e ge v us ek s
v õ ik s ol l a v õr d l e va n a lü üs om a
pos s i b le wa ys t o im pr o ve s er vic es .
pro ts es s i d e t o im iv us e os as as u tus te g a,
k ell e l o n s ar nas e d pr o ts es s i d.
32
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 v er t im e. All ac c or d i ng
i nf orm at io n is doc um ent e d in t he
i nd i v i du a l p l an .
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
33
T he s oc i al s er v ic e pr o v i d er o p era te s T he im pro vem e nt ac t i on is t o c o n ti n u e
s er v ic es c h ar ac t er is ed by a f ul l im pl em en ta t io n of PD C A - c yc l e i n
m ult id is c i p li n ar y a p pr o ac h to th e ord er to m ak e n ec es s ar y c h a ng es i n t he
pers o ns s er v ed in t h e i r I nd i v i d ua l P l a n. s er v ic e p roc es s es if n ee d ed .
O rg an is ats i o on is t ul e b j ä tk at a p id e v a
PD C A- ts ük l i ( pl a n eer i - v i i el l u - v aa t a
ü le - par e nd a) e ll u v i i m is t. S e l l is e ts ük l i
rak en d am ine t a ga b v aj a d us e l t ee n us e
pro ts es s i v aj a l ik e m uud at us e
s is s e vi im is e.
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
Uu em õis a K o du e ns ur es th at qu a l it y of
l if e is s pec if ic t o an d d ef in e d b y e ac h
pers o n r ec e i v i ng s er v ic es . T he
ef f ec t i ve n es s of q u a l it y of l if e
pro gr am m e is e va l u at e d. T her e is a
proc es s of c o ns t an t d e ve l o pm ent of t h e
pers o ns s er v e d d oc um en t ed a nd
im pl em ent e d. O nc e a m ont h th er e is
c arr ie d o ut an e v a lu at i o n of th e
i nd i v i du a l p l ans .
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 .
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
Uu em õis a K o d u s p ec if i es a nd e va l u at es
th e n ec es s ar y c om pe te nc ies a nd s k i l ls
f or s t af f to e n ha nc 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 t h at s t af f h as p os s ib i l i ti es t o
ha v e tr a in i n gs bas e d o n th e n e eds .
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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
T he s oc ia l s e r v ic e pr o v id er T here c o ul d be an a l ys e d wh e th er t h e
dem ons tr at es or g an is at i on ’s s uc c es s in an n ua l p la n n in g proc es s – es pec i a ll y
th e an n ua l r e p or t s . T her e ar e p la n ni n g p a r t – s ho u l d b e e l ab or at e d
doc um en te d and i m plem en te d t he m ore in d e ta i l.
proc e d ures to p l an an d r ep or t t he
V õik s a n a lü üs id a , k as a as t an e
an n ua l tar g ets . T her e ha v e be e n c arr i e d
ou t i n ter n a l a ud i ts o n s om e ar e as of t he p la n eer im is p ro ts es s – er i ti s e l le
aas t ap l aa n i k o os t am is e et a pp – v aj ak s
org a n is a t io n .
tä ps em a k irj e ld us e na v ä lj a tö öt am is t .
35
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
th e ac h ie v e d r es u lts o f the o bj ec t i ves of
eac h I nd i v i du a l P l an . T h er e ar e
proc e d ures in p l ac e t o doc um en t th e
ac h i e v em ents of th e per s o n in r e gu l ar
bas is ( d a il y, m ont h l y, a n nu a l l y) . The
ac h i e v em ents on c o l l ec t i v e level ar e
ref l ec t e d i n th e an n ua l r e por t of th e
s oc ia l s er v ic e pr o v id er .
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
36
T he s oc ia l s er vic e pr o v i der e va l ua t es i ts T he p os s ib l e im pro v e m ent ac t io n m ig ht
bus i n es s r es u l ts as we l l as th e a dd e d be to pr es e nt m ore pro ac t i v e l y t he
v a lu e t o d if f er e nt s t ak eh o l der s . bus i n es s res u lts to all re l e va n t
s tak e ho l de rs (t o s e n d a nn u a l r ep or ts to
ex t er na l s t ak eh o ld ers etc ) .
V õim a l ik uk s aren d u s te g e vus ek s on
es it l ed a e n am pro - ak ti i vs em alt om a
te g e vus i as j ak oh as t e l e h u vi p oo l t el e (n t
s aa t a e n da a as t aa r ua n de d v ä lis t el e
hu v i p oo l te l e).
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
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
i nt ern a l l y tr o u gh t he s e v er a l m e ans 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 ) . da t ab as e of th e r es u lt s of t he f e ed b ac k
rec e i v e d o v er t h e ye ars f rom s ev er al
s tak e ho l de rs .
Üh e e d as is e are n dus en a võ ik s k aal u da
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 lu u a aas t at e l õik es er i n e va te
hu v i p oo l te ta g as is i de t u l em us t e
an dm eb a as .
37
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
perf orm anc e i n an n ua l r ep or t . Pe rs o n al
ac h i e v em ents ar e d oc um ent e d in
s e ver a l doc um en ts . A ls o t he v i de o is
e la b ora t ed t o s ho w th e m ai n r es u lts of
th e s er v ic e pr o vi d er .
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
38
T he s oc i a l s er vic e pr o v i d er is ve r y T he p os s i bl e im pro v e m ent ac t io n c ou l d
pro ac ti v e i n d is s em i n at i ng i nf or m at i o n, be to a na l ys e t he wa ys of g i v i ng
s o i t was c onf ir m ed t h at t h e i nf or m at io n i nf orm at io n on t he org a n is a t io n
on th e o r g a nis a ti o n per f or m a nc e is perf orm anc e t o f i nd a d d it i on a l n e w wa ys
ac t i v e l y d is s em in at ed am ong i ts i nt er n al f or d o i ng it . T h er e c o u ld b e a n al ys e d a
(pe rs o ns s er v e d, s t af f ) and ex t er na l pos s i b i li t y to or g a n is e an an n ua l
s tak e ho l de r s ( pa r t ne r s ) . m eeti n g wi t h ex t er na l s tak e ho l d ers to
d is c us s s ys t em atic a l l y th e res u lts of t h e
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 o ht a le i d m ak s uus i vi is e
s e ll e te g em is ek s . Üh e v õim a lus e na
v õ ik s an a lü üs i d a v õ im al us t
org a n is e er i da i ga - a a s ta n e k oht um in e
v ä lis t e h u v i po o lt e ga ar u tam ak s
org a n is a ts i o o n i tu l em us i ter v ik un a ja
v i is e k oo t öö t e g em is ek s vä l is t e
hu v i p oo l te g a.
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 .
Str e n gt hs Im pro vem e nt & de v e lo pm ents
39
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 u s 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
an d t h is pr oc es s is on - go i n g. K un a P DC A- ts ük k el o n r ak en d at ud üs n a
h ilj ut i , s i is t ul e b t ag a da s el l e
For t he s oc i a l s er v ic e pr o v i d er i ts j ätk us u u tl ik k us n in g r ak en da t a vus k o gu
im por ta nt to c ons t a nt l y im pr o v e th e te e nus e p ak k um is e pr ots es s is .
proc es s es a nd ac t i ng of th e
org a n is a t io n as we l l as the r eg u l ar
e va l u at i on of its ac t i v it i es a nd
proc es s es .
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 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
It was c o nf ir m ed th a t i n th e pl a n ni n g T he p os s i b l e im pr o vem en t is to
ph as e of t he im pr o v em ent pr oj ec t th e s ys tem at ic al l y d ef i n e th e p os s i b l e
perf orm anc e in d ic a t or s ar e s e t i n o rd er im pro v em ent pr oj ec ts a nd s e t t o a ll of
to m eas u r e t h e s uc c es s r at e of th e th em perf orm anc e i nd ic at ors . S uc h
proj ec t (e .g . pr e p ar a t i ons f or E Q U A S S i nd ic at or c a n b e qu i t e s im p le , b ut it ’s
au d it as an im pr o v em ent p l a n) . im por ta nt to g uar a nt e e, th at
m eas ur em ent can be d on e af t er th e
proj ec t has en d ed .
Üh ek s ed as is ek s ar en dus t eg e v us ek s on
v õ im al ik e p are n d us pr oj ek t i de
def in e er im in e ja ne i l e m õõd ik ut e
s ea dm in e . Se l l is ed m õõd ik ud v õ i v ad
o ll a üs n a l ih ts a d , k uid o l u l in e on
ta g ad a, et t e g el ik k e tul em us i on
v õ im al ik hi n na t a v as t u p la n eer i tu d
tu l em us i.
50 . T h e s er v ic e p r o v i der in tr od uc es an d m an a ges in n o va t i ve wa ys of work i ng
th at ha v e b ee n i d en t if i ed bas e d on t h e n ee ds of s tak e ho l d ers .
Rem ark f rom th e au d it or :
T 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
41
It was c o nf ir m ed th at s oc ia l s er v ic e A lr ea d y t he re is a m ec h a n is m in p lac e
pro v i d er h as m ec ha n is m in p lac e to in or de r to g uar a nt ee th at th er e is
im pl em ent th e i nn o v at i v e wa ys of pos s i b le to c re a te an d im pl em ent
work i n g if th is is ne e de d f r om the i nn o v at i ons , th e p o s s i bl e i n no v a ti o n
pers p ec t i v e of t he p er s on s er v ed . T her e ac t i on m ig ht be to def in e m or e
are c r ea t ed s e ver a l pos s ib i l it i es f or s ys tem at ic al l y t he p os s ib l e i nn o v at i on
pers o ns s er ve d i n t h e ir f am il y h om es proj ec ts a nd t he ir perf orm anc e
( gr ee n ho us e, s p ec ia l gar d e n f or h er bs , i nd ic at ors .
ac it i v it i es ’ bu i l d in g) e t c .
K ui g i on m äära t le t u d p õh im õt te d ja
te g e vus e d k in d l us t am ak s , e t on võ im al ik
a lg at a da ja rak en d ad a i n n o va at i l is i
l äh e nem is i, s i is võ ik s def in e er id a e n am
s üs t e em s em alt võ im al i k k e
i nn o v ats i oo n i proj ek te ja n en d e
m õõd ik ui d.
42
4. Agreed additional development / improvements
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 anal ys e the ne e d to hav e mo r e e la bor at ed qu a lit y
poli c y – in o rd er to hav e b ett er und er st and ing of qu al it y
of s erv ic e and man ag em e nt in th e s pe cif ic co nte xt of
ag en c y.
An a lüü s id a v aj al ik k ust tööt ad a v äl j a en am d eta il s em
kv a lit ee dip ol iit ik a – et om ad a p a re mat j a l äbi r ä ägit um at
ar us a am a t e enu st e kv al it ee di st ja kv al it ee ts e st
org an is at si oon i toim im is e st ko nk r eet s e a sutu s e
kont e kst i s.
2 To an al ys e th e n ee d to h av e th e pr in ci pl es and
me ch ani s ms to as s ur e conf id enti al it y of dat a in o ne
sin gl e doc um ent .
An a lüü s id a v aj al i kk ust , et and me te k onfid ent si a al su st
puudut av a d põh i mõtt ed ja m ehh a nis mi d o le k si d
ki rj e ld at ud üh es do k ume ndi s .
3 T o ana l ys e th e add it ion al pos s ibi lit i es to us e m or e u s e r -
f ri en dl y f o r mat i n th e d oc um ent s con c er ning th e ri ght s
and ob lig at ion s and othe r e le me nts of s e r v ic e d el iv e r y.
An a lüü s id a täi end a v aid v õim a lu si k as uta da e na m
ka sut a ja s õb r al i kku form a ati do k ume ntid e s, mis
puudut av a d õig us i ja kohu stu s i ja tei si t e enu s eg a
se onduv aid el em ent e .
43
5. Closing remarks
Uu em õis a K o d u is c le ar l y c om m itte d t o pr o v i di n g h i gh- q ua l i t y s e rv ic e to p ers o ns
s er ve d a nd d es i gns it s s er v ic es an d r e l at e d proc es s es ac c o rd i n g l y. T h er e is pr o-
ac t i v e an d o pe n c o - op er at i o n wi th ex t e rna l s t ak eh o ld ers ( e m plo ye rs , l oc a l
go v er nm ents ) i n or d er to ac h i e ve t h e b es t p os s ib l e res u lts i n th e s er v ic e pr o vis i o n
– of f eri n g m or e ac t i v e l if e t o per s o ns s er ve d . Prof es s i o na l a n d m oti va t ed s t af f is
on e of th e m ai n s t r e n g ths of th e s er v ic e pr o v i der .
In c o nc l us i o n i t was c onf ir m ed d ur in g t h e a ud i t th a t Uu em õis a K o du has p u t m uc h
ef f ort i nt o i nt r o d uc i n g an d im p lem en t in g E Q UA S S s ys t em , wh ic h i s a lr ea d y s h o wi n g
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 pro v em en t ac t i ons ar e i n t hr e e are a s . F irs t , th er e is a ne ed t o an a l ys e t h e
ne e d to ha v e m or e e l ab or at e d qu a l it y p o l i c y – i n or d er t o ha v e b ett er a g r e ed
un d ers t a nd i n g of qu a l it y of s er v ic e an d m an a gem e nt i n t h e s p ec if ic c on tex t of
ag e nc y. S ec o n dl y, t o an a l ys e th e ne e d t o h a ve th e pr i nc i pl es a n d m ec ha n is m s to
as s ur e c o nf i d e nt i al i t y of dat a i n o n e s i n g le doc um en t (g ui d e l i nes ) . T hir d l y t o
an a l ys e th e a d d it i on a l pos s i b i l it i es to use m ore us e r - f ri en d l y f orm at in t he
doc um en ts c o nc er n i n g t he r i g hts a nd o bl i ga t io ns an d ot h er e l e m ents of s er v ic e
de l i v er y.
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 v er a l i nt er v ie ws wi t h pers o ns s er ve d , s t af f a nd ex t e rna l s t ak eh o ld ers
(pa rt ners , f u nd er s ) , t h e a u d it or r eac h ed to c onc l us io n th at U uem õ is a K od u m ee ts
f ul l y t he c r it er ia f or E Q U A SS As s ura nc e c er tif ic a t io n pr o gram m e.
T he a ud i to r wou l d l i k e to t ha nk al l e m pl o ye es of U u em õis a Ko d u f or t he ir
c oo p er at i on a n d wa r m we lc om e d ur i ng t h e s i t e v is it .
Uu em õis a Ko d u o n s e lg e lt pü h en d u nu d k v a li t ee ts e t e t ee n us t e os u t am is e le om a
k lie n ti d e le n i ng k uj u n da b om a te e nus e i d j a pr o ts es s e s e ll es t l äh t u va l t. T o im ub
pro ak ti i v n e ja a v at ud k oos tö ö vä l is t e h u v ip o o lt eg a ( t ö öa ndj a d, k oh al ik u d
om av a l its us e d) , s a a v ut am ak s par im ai d v õ im al ik k e tu lem u s i om a te e nus t e
os u t am is e l – p ak k um ak s om a k lie nt i de ak ti i vs em at e l u. P rof es s io n a al n e ja
m oti ve er i tu d p er s on a l on üh ek s t ee n us e os u t aj a t u ge v u s ek s .
K ok k uvõt l ik u lt l e id is k inn i tus t a u d it i k ä ig u s , e t U u em õis a Ko d u o n pa n us t a nu d
EQ U AS S i s üs t e em i t u tv us tam is el e j a rak e n dam is e le as ut us es , m is on j ub a k aas a
44
a id a nu d ees m är k id e s aa v ut am is e l e m it m etes va l dk on d ad es . O l em ak s vee l g i
ed uk am en d a te g e vus t es o n s oo v i ta t ud r ap or tis m itm ei d p ar en d us t e ge v us i.
P eam is ed ar e n dus t e ge v us ed on k o lm es va l dk on n as . Es it ek s , an a lü üs i da
tä i en d a va i d v õ im al us i tö öt a da vä lj a d e ta i ls em k va l it e ed i p ol i i tik a – om am ak s
par em at a r us a am a te en us e k va l it e ed is t j a as u tus e k va l i te ets e m as t to im im is es t
as u t us e k o nt ek s tis . T e is ek s , a n a lü üs i da v aj a lik k us t, et a ndm et e k onf id e nts i aa ls us t
pu u du t a va d p õ him õt te d j a m eh ha n is m id o lek s i d k irj e l da tu d ü hes dok um en d is .
K olm a nd ak s , an a lü üs i da t ä ie n d a va i d v õ im al us i k as u t ad a e nam k as ut aj as õ br al ik k u
f orm aat i d ok um ent i d e s , m is pu u du t a va d õi gus i j a k oh us t us i j a te is i t e en us eg a
s eo n du v a i d e lem en t e.
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 öö t aj a te j a v ä lis t e h u v ip o ol t eg a (p ar tn er i d j a ra h as t aj a d) ,
j õu d is au d i it or ots u s e l e, et U u em õis a Ko d u tä i d ab t ä ie l ik ul t EQ U A S S As s ura nc e
s ert if ik a a di nõ u de i d.
A ud i it or t än a b Uu em õis a Ko d u tö öt aj a id n e nd e k o os t ö ö j a s o oj a v as t u v õt u e es t
as u t us e k ül as t us e aj al .
13 . 07 .2 0 15 , T a l l i nn , E s to n ia
K ar in N är ep
45
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 6.-7.07.2015
Uuemõisa Kodu
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 õõd et ak s e er in e v at e h u v ip o ol t e rah u l ol u T ei e as ut us e te e nus te g a n in g
k uid as s e da ar ves t at a k s e j är gm is te t e ge v us t e p la n ee rim is e l?
3. K u id as on T e i e as ut us e te e n us t e os ut am is s e k aas at u d h u v igr u p i d? K u id as to im ib
ta g as is i d e s üs t e em ? K u id as t oim i b k l i en d ies i nd us ?
4. M i ll is t es t k om po ne 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 ne i l e s o bi v a l v i is il ?
Version 1.0
2
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 ?
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
k ättes a ad a v ad , k ui d as on v õ im al ik
Version 1.0
3
v aj a d us e l t eh a m uud a t us i?
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 i das t o im ub pers o na l i ja
v ab a ta ht l ik e i nf orm eer im i ne te e nus e x x
s aaj at e õ i gus t es t j a k ohus t us t es 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
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 x X
är ak as ut am is e e nn e tam is el , on
ef ek ti i vs ed ?
Version 1.0
4
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
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
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
Version 1.0
5
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 e om a te en us t e
r ah as taj a(t e) g a?
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
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
Version 1.0
6
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 ?
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 ?
Version 1.0
7
Version 1.0
8
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. AS Ho ol ek an det e e nus ed T ööt a ja k ä si r a am at
2.T ö öp l a an 20 1 4, t öö p l aa n 2 01 5 , te g e vus ar u an n e 2 01 4 , k al e n der p l aa n
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 pl a an , am et ij u h en d i d
4.T e ge v us p la a n, r e h a b il i ta ts io o n ip l a an
5. E et ik ak oo d ek s
6. T öök es k k onn a r is k i an a l üüs i k ok k uv õt te d
7. A S Ho o lek a nd e te e n us e d t ee n us e os u tam i s e tö ök ord
8.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
9. Pr ot ok o ll i d v as ta v a lt t eem ad e l e
10 . Mu u d v aj a l ik ud d ok um end i d, m is o n v aj a l ik ud a u di t i lä b i v i 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 ) :
Version 1.0
9
Juhtkond Kestvus
1. K od u j u ht 1 tu n d
2.
3.
4.
5.
6.
Personal Kestvus
1. P ers on a l ( t eg e v us j u he n daj a d – m ax 3) 1 tu n d
2. V an em - t eg e v us j u h e nd aj a 0, 5 t un d i
3.
4.
5.
6.
Teenuse saajad Kestvus
1.T e en us e s a aj a d – m ax 4 i n im es t 1 tu n d
2.T e en us e s a aj a d – m ax 4 i n im es t 1 tu n d
3.
4.
5.
Version 1.0
10
6.
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
3.
4.
5.
6.
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. In ter vj u ud j uh tk on n a, per s o na l i j a t e is te g a ( vä l is ed hu v i gr up i d/ par tn er i d)
pe ak s k es tm a m ax 30 - 5 0 m in ü h e in ter vj uu k oh t a . I n ter vj u u d t ee n us e
s aaj at e ga pe ak s id ol em a k orra l da t u d gr u p ii n ter vj u ud e na ( m ax 5- i n im es t
k orr ag a)
e. J uh i g a/ d ir ek tor ig a i n ter vj uu p e ak s ol em a p la n ee ri t ud as ut us e k ülas t us e
te is e le p ä e va l e ( s o o v it a va l t p ea l e lõ u na l) .
f. Lõ p l ik as ut us e k ül as t us e pr ogr am m peak s o lem a t ao t lej a j a au d i it or i va h e l
k ok k u le p it u d j a s a ad e tu d EQ U A S S k o ha l ik ul e es in d aj a l e .
Version 1.0
11
Asutuse külastuse ajakava
kuup ä ev P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
9: 0 0- 9 .1 0 A v ak oos o lek
9. 1 0- 1 2. 0 0 T utv um in e d ok um ent i d eg a
12 . 00- 1 2. 3 0 Lõ u na
12 . 30- 1 3. 3 0 K oh tum i ne per s o na l i g a ( te g e vus j u he n daj a d)
13 . 30- 1 4. 0 0 P aus
14 . 00 – 15 .0 0 K oh tum i ne t e en us e s a aj a te g a
15 . 00- 1 5. 3 0 P aus
15 . 30- 1 6. 3 0 K oh tum i ne par t ner i te g a
16 . 30 - 1 7: 0 0 K oh tum i ne per s o na l i g a ( v a nem - te g e vus j u he nd aj a)
kuup ä ev 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 P aus
10 . 30- 1 1. 3 0 K oh tum i ne t e en us e s a aj a te g a
11 . 30- 1 2. 0 0 P aus
12 . 00- 1 2. 3 0 Lõ u na
12 . 30- 1 3. 3 0 K oh tum i ne k od u j u h ig 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
Version 1.0
12
Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 17. juuli 2015. a. 18:37
Adressaat: 'guusbeek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: AS Hoolekandeteenused Uuemõisa Kodu audit report
Manused: EQ-ASS_AUD_Audit Report uuemoisa.docx; EQUASS_taotlusvorm_2014_
25032015uuemoisa.xls; Asutuse auditi külastuse ettevalmistuse
vorm_uuemõisa.docx; 20150501_Additional Information Form (2).docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of AS Hoolekandeteenused Uuemõisa Kodu EE2015-011
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika
1