EQUASS ASSURANCE
AUDIT REPORT
Site visit: 10.-11.06.2015
AS Hoolekandeteenused
Vääna-Viti Kodu
Mariliis Männik-Sepp
© 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
Name of the social AS Hoolekandet eenused
service provider Vääna-Vit i Home
Address: Aiba tee 8/7, Vit i küla, Harku vald, Harjumaa
Post box: N/A
Person responsible Kersti Ojasu, manager of Vääna-Vit i Hom e
(CEO):
Contact person: Kersti Ojasu, manager of Vääna-Vit i Hom e
Phone: (+372) 588 44 179
Fax: -
E-mail: vaana@hool ekandet eenused.ee
Web site: www. hoolekandeteenused.ee/ vaana
Name of Auditor: Mar iliis Männik -Sepp
Dates of audit: 10.-11.06.2015
Clients: 85
Staff: 28
Services: living in the comm unit y
round the clock special care
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2. Audit program
10.06.2015 Päev 1
Aeg Tegevus
9.00-9.15 Opening meeting
9.15-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-15.00 Interview with the m anager of services of AS
Hoolekdandete enused – Liina Lanno,
15.00-15.15 Documentation review, up -dat ing f iles
15.15-15.35 Interview with staff # 1 – Ulvi Kesvat era, activit y super visor
15.35-15.55 Interview with staff # 2 – Mar ia Kase, act ivit y super visor
15.55-16.20 Documentation revie w, up-dat ing f iles
16.20-16.40 Interview with cooperation partners # 1 – Merike Lepik,
social advisor, Ker nu municipalit y
16.40-17.00 Interview with cooperation partners # 2 – Epp Aasa, social
worker, Marienthal Psychiatr y and Psycholog y Center
11.06.2015 Päev 2
Aeg Tegevus
9.00-10.00 Documentation review, up -dat ing f iles
10.00-10.20 Interview with f inancing body –
Kerli Heinsoo , Estonian Nat ional Social Insurance Board
10.20-11.00 Documentation review, up -dat ing f iles
11.00- 11.30 Interview with persons ser ved
11.30-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-15.00 Interview with the m anager of Vääna- Vit i Home – Kerst i
Ojasu
15.00-16.30 Documentation review, up -dat ing f iles
16.30-17.00 Closing meeting
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3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on servi ce provision.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assuran ce certif ication program
Strengths Improvem ent & developments
The mission, vision and values of AS
Hoolekandeteenused are stated in
the Employee Handbook , on the
walls of the diff erent buildings of
Vääna-Vit i Home and on the website
http://www.hoolekand eteenused.ee/ ,
which is available in Estonian,
Russian and English.
The mission of Vääna-Vit i Home is
“A more act ive way of lif e within the
communit y”, which is f ollowed ever y
day in all their activities off ering
clients ever y opportunit y f or a richer
and more varied lif e within the
communit y.
The vision is – service within the
communit y, evolving employee,
f lexible and responsible organizat ion
The core values of Vääna -Vit i Home
are respect, encouragement,
inventiveness, progressiveness and
trustworthiness.
The employees of Vääna-Vit i Home
demonstrated through inter views
that they ar e aware of the
organizat ion’s mission, vision and
values and they implement them on
ser vice provision.
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2. The social servi ce provider defines, documents, and implements its
qualit y policy by determining long term qualit y goals, and its
commitment to continuous improvement.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The qualit y standard , long -term
goals and commitment to continuous
improvement are stated in the
Employee Handbook and in the
organizat ion’s development plan .
The main strategic goals are:
- Clients are act ive m embers of the
communit y and satisf ied with our
ser vices;
- The organisat ion and work
organisat ion are eff icient ;
- The enterpr ise has personnel with
necessar y skills and knowledge .
It came out from the inter views that
Vääna-Vit i Home is often used as a
pilot organizat ion f or several
development projects of AS
Hoolekandeteenused (f .e Vääna -Viti
Off ice 365 intranet project ) etc.
It appeared f rom the inter views that
the staff of Vääna-Viti Home is
knowledgeable of the qualit y
standard and long term goals of the
organizat ion.
Also, the staff seemed to be devoted
to deliver qualit y services and
pursue f or continuous improvement.
5
3. Persons served, famil y members and servi ce user organisations are
able to give feedback on their individual and collecti ve experience of
programmes and services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home has developed
diff erent methods to ask and receive
f eedback f rom persons ser ved, staff
and stakeholders. A system of
f eedback has been developed.
For example lately a satisf action
sur vey was conducted among the
f amily member s and advocates of the
persons ser ved of Vääna- Viti Home.
The f eedback was posit ive: staff wa s
praised f or their caring attitude
towards customers. The organization
was recognized f or rapid exchange
of inf ormation and cooper ation with
f amily members and advocates .
There have been regular f eedback
meetings with the f unding body
Social Insur ance Boa rd.
Questionnaires have been used to
receive f eedback f rom customers.
Employees can give f eedback on
ongoing basis and dur ing staff
perf ormance reviews . A larger-scale
staff satisf action survey was
conducted in 2014.
Results of sur veys and meet ings are
analyzed and summarized.
6
4. The social service provider i nforms all stakeholders about the
offered programmes and services avai lable.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ic ation program
Strengths Improvem ent & developments
Vääna-Vit i Home has inf ormed all
possible stakeholders about its
ser vices using a variet y of methods
and approaches.
The home page of AS
Hoolekandeteenused and Vääna- Viti
Home is ver y inf ormative, giv ing a lot
of inf ormation about the services and
other important inf ormation .
Inf ormation to per sons ser ved is
available on the walls of the
buildings and given t hrough meetings
and other gatherings.
Inf orming staff and involving staff is
descr ibed in t he Employee
Handbook .
AS Hoolekandeteenused does
constant ly media monitor ing and
collects all inf ormation and articles
that have been r eleased in media
(concerning the organization).
Stakeholders are aware of the
ser vices of Vääna- Viti Home, which
was ver if ied implemented through
inter views wit h persons ser ved, staff
and partners.
7
5. The social service provider management establishes and
documents an annual planning and review process.
Remark from the auditor: The ser vices of the social ser vice pr ovider s meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning and review
process is integrated into the
management process of the
organizat ion. The planning procedure
is descr ibed in the Employee
Handbook and is also visuall y
depicted as a f low diagram. The
process is reviewed regularly.
There are annual action plans , which
are reviewed regularly dur ing. The
annual plan is kept up -to-date and
the current state of the
implementation of the pl an is
depicted there.
All meetings are documented –
minutes of meetings are prepared.
6. The plan includes:
annual outcomes / targets
the acti vities to be undertaken in achieving the annual targets
monitoring of the performance of the organisation in meeting its
annual targets
time-scales and procedures for revi ew and revi sion.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
8
Strengths Improvem ent & development s
The annual planning process of
Vääna-Vit i Home has a cyclic
character. PDCA-cycle is used f or
planning purposes.
The annual work plan includes the
f ollowing data in an Excel table
f ormat: f ield of activit y (f .e client,
f inance, development etc), success
f actors, perf ormance indicator s,
target levels, people responsible ,
annual object ives and detailed
quarterly activit ies and the quarterl y
review (results) of the annual work
plan.
The syst em of perf ormance
indicators and constant reviewing of
the annual plan of AS
Hoolekandeteenused is impressive.
Aligning the annual activit ies with
the vision and the strategic plan is
clear and undestandable , when
studying the documentation of the
organizat ion.
The annual plan is presented to the
board by the manager o f the Vääna-
Viti Home and then approved by the
board of AS Hoolekandeteenused .
7. The social servi ce provider demonstrates organisation’s success
in satisf ying the needs and expectations of the societ y.
Remark from the auditor: The ser vices of the soci al ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
9
Strengths Improvem ent & developments
In 2014 a sur vey was conducted
concerning the psychological
ser vices f or adults with special
needs. Vääna- Viti Home is act ive,
when it comes to satisf ying the
needs and expectations of the
societ y and demonstrating social
responsibilit y.
Vääna-Vit i Home provides social
welf are services to adults with
special mental needs. AS
Hoolekandeteenused supports
people with special needs in f inding
accomplishable act ivities that help
them to be an equal member of the
communit y.
In order to promote employment AS
Hoolekandeteenused has established
f oundation Hea Hoog, which is active
in f inding employm ent possibilities
and creat ing jobs f or p eople with
special needs and marketing the
products made by people wit h
special needs. 36% of the persons
ser ved worked in the open labor
market in as of end of 2014.
The organization reuses exist ing
resources and in selecting work
methods it values last ing solut ions
sustainable to the environment.
The manager of Vääna - Vit i Home is
involved with the activities of the
work group f ormulating “protected
working” related legislat ion.
10
8. The social service provider demonstrates organisati on’s social
responsibilit y t hrough acti vities contri buting to the societ y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home has demonstrated
social responsibilit y through diff erent
activities contributing to the
communit y and also to wider
societ y.
The organization buys ser vices f rom
the local community when possible
and shares their own resources with
the communit y.
Var ious act iv ities are organized b y
Vääna-Vit i Home and also with its
cooper ation partner s , f.e with the co -
operat ion partner Keila Social
Centre.
Of the various init iatives Vääna- Vit i
Home participated in the charit y
project “Saagu valgus” , its clients
and staff took part in communit y
activities day "Let's do it!" , a baker y
was opened at the Vääna -Vit i Home
that sells tast y past ries and bread
(it also provides its goods to
“Tagurpidilahvka” ); cooper ation with
Tallinn Universit y students in the
opening of a caf eteria).
11
9. The social servi ce provider has a staff recruitment and retention
policy that promot es the selection of qualified personnel based on
required know ledge, skills and compet ences.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The staff of Vääna- Viti Hom e
includes 28 em ployees whose
exper ience and prof essional know -
how ensur es the qualit y and
consistency of the services.
From the point of view of the
manager, Vääna- Vit i Home has well-
trained, committed and competent
staff , which is highly valued by the
manager.
Personnel recr uitment, entr y into the
organizat ion and leaving principles
have been developed. The
recruitment and r etention policy is
descr ibed in t he Employee
Handbook. Rules of the Organizat ion
include the principles f or equalit y
and non-discr imination.
All employees have individual job
prof iles, which include required
knowledge, skills and competences.
It appeared f rom the inter views wit h
the staff that they are aware of their
roles, r ights and dut ies. It also cam e
out that the employees are like their
jobs and are devot ed to deliver ing
high qualit y ser vice.
12
10. The social service provider operates in compli ance w ith
mandator y national legislation, providing appropriate w orking
conditions, adequate and agreed staff level and staff ratio, and
appropriate rew arding for staff and vol unteers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The documentation of Vääna- Viti
Home meets legal r equirements and
is reviewed to do this. The staff level
is kept at optimum and this is
reviewed also re gularly.
The Employee Handb ook and Rules
of the Organization descr ibe the staff
related principles and in detail.
The working condit ions are evaluated
(risk assessments are carried out b y
prof essional outside experts
(Qvalitas Arst ikeskus AS ) and
necessar y act ion plans are drawn up
and amendments are made.
The principles f or showing
recognit ion to employees and
cooper ation partners have been
developed. Employees are given
recognit ions f or outstanding
perf ormance, best employees are
recognized, and incent i ve pay is
given f or personal achievements.
Also f .e Innovat ion Award is given
and the personal important events
are given attention to (birthdays,
getting married, birt h of child etc).
13
11. The social service provider trains all staff based on a plan for
leaning and development and evaluates the effecti veness of the
training.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Staff development and training needs
are assessed annually and are
descr ibed in the Annual Training
Plan, which includes inf ormation
about the trainees and the time,
place, name, topics and amount of
the trainings.
The staff of Vääna-Viti Home is
trained based on their needs and
expectat ions. A ll the inter viewed
employees showed high appreciat ion
concerning the trainings received.
The activit y super visors’ training is
seen as the most important to all
employees. There is g reat interest to
participate in the CARE methodolog y
training and to get tr aining related to
preparing the individual plans.
Feedback on trainings is collected
after each training and the value and
the success of the training is
evaluated. Training materials and
certif icates are st ored.
The overall eff ectiveness of the
training s is evaluated based on the
annual training plan. F.e in 2014 a
SW OT analysis was conducted
concerning the training activit ies.
14
12. The social servi ce provi der applies requirements for competence
in the identified role s and functions of staff and evaluates them on
annual basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The competence r e quirements f or
employees are descr ibed in their job
descr iptions (prof iles) and are
reviewed annually. The prof iles of
activit y super visors are ver y detailed
and thorough.
The perf ormance of staff is reviewed
in many var ious ways. There are
regular (annual) perf ormance
reviews. The manager of Vääna - Vit i
home draws up summaries of the
perf ormance reviews.
During the perf ormance reviews the
f ollowing topics are touched upon:
the previous work period: e mployee ’s
self -analysis and manager ’s
f eedback - posit ive achievements
and areas of development (including
competences); new objectives ar e
set and action plans agreed to reach
the goals; the co -operation bet ween
the manager and t he employee is
analyzed and the working conditions
are discussed.
The manager colle cts inf ormation
about the work load of staff and tries
to keep the staff level at opt imum .
15
13. The social servi ce provi der recognizes the staff as a resource for
feedback on organizational perf ormance, service development and
staff development
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The involvement of staff in the
planning and evaluation of services
is descr ibed in var ious procedures of
Vääna-Vit i Home. F.e in the
Employee Handbook.
New staff members are appointed
mentors, who help them in the
adapt ion period. They support new
employees and get f eedback f rom
them.
An integral part of their vision, AS
Hoolekandeteenuse d vision
incorporates evolving the employees.
AS Hoolekandet eenused organizes
trainings in co - operat ion wit h
educat ional inst itutions and
practicioners f rom other countries.
They also use online study and
practical training opportunit ies in
other countries .
Vääna-Vit i Home recognizes staff as
a usef ul tool f or gaining inf ormation.
It has regular staff meetings ,
perf ormance reviews, satisf action
sur veys, etc. There is open -doors
policy and the manager is always
willing to listen actively, what the
employees have to say.
16
14. The social service provi der has mechanisms in place to enhance
satisfaction and motivation of staff
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Staff perf ormance evaluat ions and
employees’ sur veys are the main
tools used to gain f eedback on
employees’ satisf action and
motivat ion. Mechanisms to provide
satisf action and motivat ion are
descr ibed in t he Em ployee Handbook
and in detail in the Recognit ion
principle of the employees and
cooper ation partners .
Special events f or showing
recognit ion to staff have been
organized, as Vääna- Viti Hom e
values highly its personnel and
demonstrates concern f or them.
Besides the nomination of the Best
of the Year and highlight ing personal
achievements, also Christmas part y
and Summer Days are organized, AS
Hoolekandeteenused organizat ion -
wide celebrat ions take place f rom
time to t ime; diff erent care homes ’
anniversar y cele brations are held
etc.
On the walls of the f amily houses
one could wit ness diff erent
certif icates, diplomas and thank you
notes f or achievements and good
cooper ation.
17
15. The social servi ce provi der assures the rights of persons served
outlined in a Char t er of Rights w hich is based on the EU Charter of
Fundamental Rights , the European Convention for the Protection of
Human Rights and Fundamental Freedoms of the Council of Europe
and other int ernati onal human ri ghts conventions, especiall y those
elaborat ed under the United Nations.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All the regulative and guidance
documents of AS
Hoolekandeteenused is based on the
Const itution of the Republic of
Estonia, as does t he legislat ion of
Estonia.
Vääna-Vit i Home has developed the
rights and duties of persons ser ved,
which conf orm to int ernat ional
human r ights conventions. The rights
are also in conf ormance with the
European Charter of Patients'
Rights. The procedures f or abuse
prevent ion have been developed as
well.
The rights and duties are available
on the hom e page of the
organizat ion. They are introduced to
persons ser ved by staff and ar e
available on the walls of all care
homes.
The persons served and staff
demonstrated their knowledge of the
rights and duties through the
inter views.
18
16. The soci al service provider informs the person served about
his/her rights and duties especiall y t o equal treatment on grounds of
age, disabilit y, gender, race, religion or belief and sexual orientation
before recei ving the services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certi f ication program
Strengths Improvem ent & developments
The rights and duties are introduced
to persons ser ved by staff and are
available on the walls of centers (in
all f amily houses ).
The persons ser ved conf irm their
understanding of the rights and
duties. Their ser vice provision is
also regulated by the ser vice
contract and the rules of the
concrete f amily hom e.
The rights and limitat ions are
discussed dur ing meetings of the
persons ser ved. Taking into account
the needs of some clients, they ar e
presented in a simpler f orm or
language to be understandable f or
ever yone.
Equal treatment of customers is an
under lying principle in the principles
of service provision.
The clients demonstrated their
knowledge of the rights and dut ies
through the inter views.
19
17. The social service provider has accessibl e complai nt
management s ystem w hich registers feedback on performance from
persons served, purchasers and other relevant stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders me et
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home has developed a
procedure f or handling complaints.
The various ways on complaining
include sending an e -mail, oral
complaint , wr itten complaint.
If was verif ied during the inte rviews
that the persons served and other
relevant stakeholder s were awar e of
the ways of submitting complaints .
All complaints are dealt with and
answered. On site the auditor was
able to witness a complaint and th e
documentat ion concerning
proceeding the complaint.
The complaint management system
proves to be transparent.
20
18. The social service provider respects the fundamental right to
self-determination of the person served. They freel y det ermine their
political status and freel y pursue their economic, soci al and cultural
development.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The self -determination supporting
related pr inciples are descr ibed in
the “Empowerment Handbook” of the
organizat ion, which is based on the
15 characteristic s of empowerment
(J. Chamber lin).
The f undamental right to self -
determination of the persons ser v ed
are also described in “The rights and
lim itations of the persons ser ved”.
Feedback is collected though clients’
sur veys and dur ing the review of the
clients’ individual plans .
It became evident through the
inter views that the staff supported
the right to self -determinat ions of
clients and that the persons ser ved
were handled wit h respect.
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19. The social service provi der facilitates the person served in
choosing and having access to advocates and/or supporting
persons.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Ever y customer of Vääna -Vit i Home
is appointed a support person, who
supports the customer, helps the
clients to plan and organize their
daily act ivities and monitor s their
progress etc.
There are procedures and guidance,
how to support a client .
The process of appoint ing a support
person and the support -person’s
tasks are described in the “Service
Deliver y Procedure” of AS
Hoolekandeteenused.
If the appointed support person is
not suitable, then it is possible to
change the suppor t person taking
into account the client's wishes.
The staff knows their customers well,
and knows, who would need the
appointment of an advocate.
The perf ormance in f acilitating
persons ser ved in having access to
advocates and/or supporting persons
was analyzed and a SW OT analysis
was made concerning the issue.
22
20. The social service provi der defines and documents its policy on
ethics that respects and assures the dignit y of the persons served,
protects them from undue risk and promotes soci al justice
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
In their work the employees of AS Hoolekandeteenused relies on
Vääna-Vit i Home f ollow the var ious documents, that bring out the
principles set in the code of ethics of ethical principles f or social workers.
social workers. Still, it would be advisable to develop
the organization - wide code of ethics
A training was made to all employees f or the company.
on the ethical pr inciples in client
work (by the qualit y mana ger of the AS Hoolekandeteenused tugineb
organizat ion). The training also erinevatele dokumentidele, mis
covered the m ission, vision and cor e toovad välja eet ilised printsiibid
values of AS Hoolekandeteenused, sotsiaaltöötajatele lähtumiseks.
code of ethics of social workers, and Siiski oleks soovitatav töötada välj a
the clients’ r ights and obligations. organisatsiooniülene eetikakoodeks
oma asutusele.
Members of staff showed awareness
about the related ethic pr inciple s.
The ethical principles respect and
assure the dignit y of the persons
ser ved, pr otect them f rom undue risk
and promote social justice.
New staff members are introduced
the ethical principles .
The clients have been inf ormed
about the ethical principles du ring
client meet ings.
23
21. The social service provider operat es mechanisms w hich prevent
the physi cal, mental and financial abuse of users.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
It is the dut y of the staff to ensure
that the customer s are protected
f rom physical and mental violence,
including both sexual and other wise
take advantage of the m and the use
of their money.
Procedures f or abuse pr event ion
have been developed.
Also, the arrangements the
administrat ion of bank cards and f or
cash management have been
developed.
A guidance f or t he problem behavior
management and implementat ion of
the restrictions has been endorsed
as well.
Members of staff showed awareness
about the related principles and
procedures.
Vääna-Vit i Home evaluates its
prevent ion act ivities. Last year a
SW OT analysis was made.
24
22. The social servi ce provi der provides services in a safe system of
w orking w ithin a safe environment to ensure the physical securit y of
persons served, their fa milies and caretakers.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home provides ser vices
in a saf e system of w orking wit hin a
saf e environment. Risk assessments
of the work place have been
conducted and relat ed action plans
created.
The Employee Handb ook and Rules
of the Organization descr ibe the
health and saf ety principles in detail.
Additional detailed h ealth and saf et y
procedures f or staff have been drawn
up, f .e saf ety instructions f or activit y
super visors f or wor k ing with people
with mental healt h pr oblems.
The working condit ions are evaluated
(risk assessments are carried out b y
prof essional outside experts
(Qvalitas Arst ikeskus AS ) and
necessar y act ion plans are drawn up
and amendments are made.
The physical securit y of persons
ser ved and employees has been
ensured through these activit ies.
25
23. The social service provider defines, documents, monitors and
evaluat es a set of principles, values and procedures that govern
behavi our in servi ce deli ver y containing aspects of confidentialit y,
accuracy, pri vacy and integrit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iteri on of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The principles, values and
procedures in ser vice deliver y are
descr ibed mainly in the Employee
Handbook, but also in other related
procedures.
Employees f ollow the c ode of ethics
of social workers.
It was demonstrated through the
inter views of staff that they ar e
aware of the values and procedures
that govern behavior in the ser vice
deliver y process and the et hical
principles related to their work.
24. The social s ervice provider defines, documents, monitors and
evaluat es procedures for assuring confidentialit y of data regardi ng
the persons served and the service provided to them.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The procedures f or assuring
conf ident ialit y of data have been
def ined and documented.
26
The person responsible f or the
protection of personal data has been
named f or the organizat ion .
The related pr ocedur es and
principles are over viewed regularl y
with personnel and with persons
ser ved.
25. The social service provider defines the roles and
responsibilities, authorities and the interrelation of all personnel
w ho manage, desi gn, deli ver, support and evaluate the service
provision to person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developmen ts
The roles and responsibilities of the
management are described in the
Employee Handbook of Vääna-Vit i
Home.
The roles and responsibilities of the
persons, who are direct ly involved
with ser vice provision are described
in the job descr ipt ions of employees.
The relat ed roles and responsibilit ies
are presented in detail in the in the
ser vice deliver y processes of Vääna-
Viti Home.
Relevant inf ormation is available
also on the web page of Vääna- Viti
Home and has been communicat ed
to the clients through the client
representat ion.
27
26. The social service provi der w orks in partnership w ith other
organisations in the provision of servi ce s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ic ation program
Strengths Improvem ent & developments
Vääna-Vit i Home works closely with
diff erent types of cooperation
partners. They see their clients as
the most important partners and also
their relat ives and close ones,
support persons and advocat es.
Other important partners are the
organizat ions f or disabled persons,
employers of clients, the local
communit y and local government,
other social service providers,
educat ional inst itut ions, also f oreign
partners.
F.e. in collaborat ion with Keila Social
Center Vääna-Vit i Home has
organized a number of event s. In
2014 there was ver y good c o-
operat ion wit h the rehabilitation
team. The Finns have been relat ed
with t heir customers f or many year s
and the interact ion will continue.
Vääna-Vit i Home evaluates the
cooper ation relat ed to the services
delivered by contract partners. F.e
discussions with partners , where
minutes of meetings are pr epared.
Also written f eedback f orm partners
is collected. Added value is analyzed
and reported in the annual report.
28
27. The social service provider w orks in partnership w ith persons
served, purchasers and other stakeholders in the development of
services.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The persons ser ved, co-operat ion
partners, f inancing bodies and other
stakeholders are involved in t he
development of services of Vääna-
Viti Home t hrough meeting s and
sur veys. Open doors days have been
organized f or visitors and f eedback
collect ed.
Diff erent activit ies to improve
ser vices:
- vocat ional rehabilitat ion needs
assessment was carried out;
- a study was conducted to learn the
needs f or services of adults with
mental health problems;
- Customers’ employers' f eedback
sur vey was conducted;
- Vääna- Vit i Home has presented its
suggestions f or the amendments in
the Social Welf are Act ;
- a survey of f amily member s / close
people and advocates of clients
ser ved was conduct ed ;
- clients’ representat ion works
actively and gives its f eedback .
The measures of involvement ar e
descr ibed in t he Em ployee Handbook
and related act ivit ies in the annual
work plan.
29
28. The social service provi der includes persons served as acti ve
partici pants in planning and have set up appraisal made up of on-
going of an on -going structured dialogue process in the
management of the service, incl uding t he definition of the needs, the
definition of the services, as w ell as of the evaluation of qualit y.
Remark from the au ditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The principles and procedures f or
the involvement of persons ser ved in
the management of the serv ice are
descr ibed in t he Employee
Handbook.
A guideline has been drawn up f or
preparing the individual action plans
f or customers.
CARe methodology is used in clinet
work.
Clients are involved in the ser vice
planning, deliver y and appraisal
procedure, according to these
procedures,
There are regular meetings of client
representat ions. Ideas and proposals
that are made there, reach t he
management.
The criterion was ver if ied sat isf ied
also through exploring client work
documentat ion and through
inter views with staff and clients.
30
29. The social service provi der institutes an annual evaluation of
partici pation of persons served bot h on indi vidual and/or group
basis.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Client involvement is one of the
continuously growing corporat e
values of AS Hoolekandeteenused .
The measures, activities and polic y
f or client participat ion ar e agreed
with the persons served. They ar e
discussed f .e in client meetings.
The clients’ r ights to be involved in
the management of the service are
descr ibed in the r ights a nd duties of
the persons ser ved and also in the
statue of the client representation.
Clients’ f eedback is gained through
client representation, regular
meetings of f amily houses, general
meetings etc. Topics to be discussed
with clients are largely related to the
house rules, relat ionships, catering,
events, hygiene, working, f ree time
healthy lif estyle, f irst aid, f ire saf ety,
traff ic culture, etc.
The policy and procedures f or
involvement are reviewed annuall y
and documented in the minutes of
meetings.
31
30. The social service provi der operates specific instruments f or
users to improve their personal empow er ment and personal situation
and that of their communit y.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an int egral part of service deliver y.
Empowerment is described in detail
in the empowerment manual of AS
Hoolekandeteenused . Vääna- Viti
Home f ollows the 15 character istics
of empowerment, that wer e
developed by J. Chamberlin an d
customized to their service.
Related act ivities were evidenced in
ser vices’ deliver y pr ocesses and also
came out f rom the inter views wit h
staff and persons served.
The client work is aimed at improving
or maintaining the qualit y of lif e of
the customer s. Vääna- Viti Home
uses CARe (Comprehensive
Approach of Rehabilitation)
methodolog y. In developing the
ser vices best practices and
contemporar y approaches ar e used.
The criterion was ver if ied sat isf ied
through exploring client work
documentat ion and through
inter views with staff and clients.
32
31. The social service provi der operates specific mechanisms for
establishing an empow ering environment.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assuranc e certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an int egral part of service deliver y.
Related act ivities were evidenced in
ser vices’ deliver y pr ocesses and also
came out f rom the inter views wit h
staff and persons served.
The employees ar e trained about
empowerment and the subject is
discussed dur ing organizat ion’s
meetings. F.e CARe methodolog y
training.
The good f unctioning plan of Vääna-
Viti Home was developed.
The results of empowerment
activities can be evidenced in the
individual plans of the persons
ser ved and in general are
summarized and disclosed in the
annual activit y report of Vääna-Vit i
Home.
33
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the lo cation w hich is most convenient for
the person served, famil y and care takers
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home has an over view of
the needs of the persons ser ved
(wait ing lists , meetings with
cooper ation partners , clients’
f eedback, minutes of meetings of
client representations, individual
plans of persons ser ved ).
A study was conducted to better
understand have an over view of the
needs f or services of adults with
mental health problems .
A study carried out among the f amily
members / close persons and
advocates of persons served showed
their satisf action wit h the location of
Vääna-Vit i Home.
It is located close to Tallinn and is
well accessible . On the home page
of Vääna-Vit i Home, the maps wer e
presented showing the location of
the company.
34
33. The social service provider offers programmes consistent w ith
the identified needs of its customers and objecti ves for the
programme.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home does cooper ation
with t he f unding body Estonian
Social Insurance Board and has
ascertained the needs and
expectat ions of them. Contract has
been signed with Estonian Social
Insurance Board that includes
inf ormation about their expectations
related to ser vice amounts.
The needs and f eedback of diff erent
stakeholders (social partners,
employers of clients, educat ional
inst itutions etc ) have been discussed
during meetings and dur ing dail y
cooper ation (though e -mails,
telephone) . Also sur veys have been
conducted to understand sat isf actio n
and success rates of services.
The success and results of the
exist ing ser vices have been
determined and is descr ibed in the
activit y report of the organizat ion .
Long-term strategic goals are
descr ibed in the development plan of
AS Hoolekandet eenused .
35
34. The social service provi der operates indi vidual processes that
are dri ven by the needs of the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The basis of client work is support of It appeared f rom the inter views of
the clients in individual and social the f unders, that they expect the
recover y and maintaining or wording of the individual plans to be
improving their quality of lif e. more thorough and detailed when it
comes to re- assessments and f inal
Individual desires and needs in assessments.
terms of their qualit y of lif e, the
environment and the health Rahastajatega läbiviidud
constraints are seen as ver y inter vjuudest ilmnes, et nad
important issues. sooviksid, et individuaalsete
plaanides oleks vahehindamised ja
In order to provide the necessar y lõpphindamised sisukamad ja
support, Vääna- Viti Kodu staff f inds inf ormatiivsemad.
out who and what is important to
clients. They help clients to
understand their strengths and
opportunit ies, to f ind their eg o, to set
goals and to move towards them.
Individual action plans or support
plans ar e compiled in cooperat ion
with customers and team, which
consists of specialists and f amily
members and/or support persons and
advocates.
The environment is supportive and
the key words are presence,
secur it y, personal attention, clients’
joys and sorrows and support in this,
what is essential to t he client.
36
35. The social s ervice provider documents the planni ng of services
based on the ident ification of indi vi dual needs and expectations of
persons served in an Indi vidual Plan.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the E QUASS Assurance certif ication program
Strengths Improvem ent & developments
The clients’ individual needs and
expectat ions are wr itten down in the
individual plans .
The individual plans involve all the
inf ormation set by the criter ion and
are agreed by the persons ser ved ,
which was verif ied by examples of
client documentation seen during the
site visit.
The process itself is described in the
Employee Handbook and special
procedures f or compiling individual
action plans.
Interviews were conducted with
persons ser ved that ver if ied that the
clients were knowledgeable of their
objectives and related activities.
The individual plans were agreed
with t he customers or their f amily
members or their advocates.
36. The social service provider identif ies, docu ments, and maintains
the key servi ce deli very processes to the persons served in line w ith
its vision, mission statement and quali t y policy.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
37
Strengths Improvem ent & developments
The main social ser vice s of Vääna-
Viti Home are: living in the
communit y and r ound the clock
special care.
The service deliver y process es are
descr ibed in the ser vice deliver y
procedures and a r e descr ibed also
on the home page of Vääna- Vit i
Home.
The main ser vice deliver y pr ocesses
are in line with Vääna- Vit i Home ’s
vision, mission and qualit y
principles.
All processes are regularly reviewed
by the internal audit processes.
37. The social s ervice provi der review s this delivery process and
maintains control over the deli very of t he servi ce.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home reviews the ser vice
deliver y process es through the
internal audit processes.
Corresponding audit reports are
composed.
Procedures f or conducting internal
audits have been developed.
The main processes are reviewed
38
periodically.
Regular meetings, checks, reviews
and controls are conducted to assur e
maintaining control over the deliver y
of services.
38. The social service provider ensures that the person served can
access a continuum of servi ces that span from earl y int ervention to
support and respond to changing requi rements over time.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home ensures that the
persons ser ved can access a
continuum of services as n eeds of
persons ser ved are evaluated and
descr ibed in individual plans.
According to the individual plans,
necessar y ser vices are provided.
Regular reassessments are made. I f
other ser vices are needed, they ar e
planned in the individual plans and
provided to the clients.
If the services of Vääna -Vit i Home
do not meet the needs of the client,
other ser vice providers are
suggested and the continuat ion of
ser vice provision is g uaranteed. The
continuat ion of service deliver y is
monitored and evaluated regular ly.
39
39. The social service provi der develops a seamless continuum of
services and reduces barriers in a multi -disciplinary or multi -agenc y
setting.
Remark from the audit or: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Annual act ivit y reports are
composed, which address the
continuum of services .
The ser vices, that ar e part of the
individual plan, are provided to the
customers. In addition a lot of events
are organized to the clients.
The criterion was verif ied f ulf illed by
also explor ing the client work
documentat ion, where evidence was
f ound about multidisciplinar y
approach. The team consists of
specialists of diff erent f ields ,
including activit y super visor, support
person etc.
40. The social service provi der operates servi ces from a holistic
approach based on the needs and expectations of the person served
w ith the aim of improving the qualit y of life for the person served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home uses client -
centered holistic approach, which is
aimed to improve client ’s qualit y of
40
lif e.
The qualit y of lif e init iat ive’s
eff ectiveness is measured and
reported in individual plans . F.e the
f ollowing f ield of lif e are evaluated:
living, working , lear ning / education,
f ree time, health, self -care, social
relat ions etc.
CARe methodoly is used Vääna- Vit i
Home, which a helpf ul t ool in
measuring the qualit y of lif e of
persons ser ved.
Regulars assessments of individual
plans are made.
The criterion was veri f ied f ulf illed by
also explor ing the client work
documentat ion, where evidence was
f ound about measur ing the qualit y of
lif e.
41. The social service provider identif ies the needed competences,
skills and support for staff to enhance the qualit y of life for person
served.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The necessar y competences and
skills are described in job
descr iptions of Vääna-Viti Home.
These are evaluated annually during
employees’ perf ormance evaluations.
41
Trainings are provided to employees,
which was evidenced by training
plans of Vääna- Vit i Home and cam e
out f rom interviews.
42. The social service p rovider identifies its business results and
provides formal periodic and independent revi ew and procedures t o
achieve the targeted results.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance c ertif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home has developed
perf ormance indicat ors to measure
the results of its activit ies. The
goals, act ivities, perf ormance
indicators and expected results are
descr ibed in the annual plan s.
Results are repor ted in annual
f inancial reports and activit y reports
of AS Hoolekandeteenused .
In addition year books are
composed, which give detailed
over view of the per f ormance of the
diff erent homes. The year books are
disclosed on the home page o f the
company.
External audits are conducted by the
f inancial auditors and checks are
made also by the f unding bodies.
42
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on indiv idual
and collecti ve basi s.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home gathers and
documents inf ormation regarding
results of providing ser vices (bot h on
individual and collective basis).
Individual plans are assessed
regularly. Conclusions are dr awn and
summaries are made on collect ive
basis annually.
The summary is presented in the
annual act ivit y repor t and year book ,
which is disclosed on the home page
of the organizat ion.
44. The social service provider evaluates its business results in order
to determine best value for purchasers and funders ( ‘best value’ can
also be expressed in relation to the incr eased qualit y of life offered to
the person bei ng served).
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home evaluates the
results and added value of its work
during regular meetings and through
clients’ and other stakeholders’
sur veys, f .e meeting with the
43
Estonian Social Insurance Board,
sur vey of the needs f or services of
the adults with mental healt h
problems, written f eedback from
f under etc.
The added value is summarized also
in the year book, which is available
to the publicit y thr ough the web page
of the organizat ion.
45. The social service provider evaluates the indi vidual and
collecti ve satisfact ion of p ersons served and other stakeholders by
internal and/or external evaluation.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home organizes regular
sur veys to receive fe edback f rom the
persons ser ved and t heir f amilies.
Also the satisf action of other
stakeholders is evaluated by using
diff erent means like meetings,
questionnaires etc.
Feedback is disclosed on the home
page of Vääna-Viti Home.
46. The social service provider provides accessible and easil y
understandable records on outcome, including personal perception
and achievements
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
44
Strengths Improvem ent & developments
The records on outcome are
communicated to stakeholders, staff
and persons served. F.e
presentat ions are made to the staff
and persons ser ved.
Annual activit y r eports and
especially year books include
personal perceptions and
achievements. Year books are
especially user f riendly as they
include a lot of pictures and easy -to-
understand text about the
perf ormance and achievements of
Vääna-Vit i Home.
Year books are disclosed on the
home page of AS
Hoolekandeteenused .
47. The soci al service provider acti vel y disseminates organization
performance among its staff, service users and external
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home reports its
perf ormance to f unding bodies, staff
and ser vice users.
Related inf ormation is also available
on the home page AS
Hoolekandeteenused .
45
Inf ormation is disseminated through
home page, staff meetings, client
representat ion meetings, etc.
48. The social service provider has a standard procedure for
continuous improvement on the basis of an improvement cycle.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The PDCA cycle is used and
descr ibed in t he Employee
Handbook . Annual plan s are drawn
up and are reviewed quarterly.
All the processes and activities are
reviewed regular ly.
The results and perf ormance of
Vääna-Vit i Home is measured and
descr ibed in annual reports.
All qualit y improv ement projects ar e
descr ibed in the annual plans and
are proper ly documented.
F.e starting to f ollow t he EQUASS
principles is one of the major
improvements f or the service
provider.
Inf ormation about the qualit y
improvement proj ects is also
available on the home page of
Vääna-Vit i Home.
46
49. The social servic e provi der identifies performance i ndicators for
measuring the results of the improvement actions.
Remark from the auditor: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
All improvement programs are
document ed, they include goals and
respect ive perf ormance indicators.
This was verif ied through inspecting
f ew examples during site visit.
F.e Hamet e methodolog y to evaluat e
the working knowledge of the c lients;
also f .e Jobpics tests f or clients.
50. The servi ce provider introduces and manages innovative w ays of
w orking that have been identified based on the needs of
stakeholders.
Remark from the auditor: The ser vices of the social ser vice pr oviders m eet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
Vääna-Vit i Home f inds ways of being
innovat ive, taking into account the
needs and expectations of
stakeholders.
Best pract ices and contemporar y
approaches are used in developing
ser vices.
Examples of innovation projects ar e
the Vääna-Viti Home electronic
intanet; also f .e the client database
47
etc.
All innovation projects related
inf ormation was ver if ied to be
document ed and aldo available on
the home page of Vääna- Vit i Home.
4. Agreed additional development / improvements
The applicant decided on the following improvement actions and/or
additional development for the period of two years:
Short descript ion of the actions
(including SMART objectives)
1. Criter ion 20 Develop organization - wide code of ethics f or the
company.
Töötada välj a organisatsiooniülene eet ikakoodeks oma
asutusele.
2. Criter ion 34 Pay more attent ion and see that the wording of the
individual plans is more thorough and detailed wh en it
comes to re-assessments and f inal assessments.
Pöörata enam tähelepanu ja tagada, et individuaalsete
plaanides oleks vahehindamised ja lõpphindamised
sisukamad ja inf ormatiivsemad.
48
5. Closing remarks
Vääna-Vit i Home is located in the north part of Es tonia: in Harju count y, in a
small village called Viti. In June 2013 f ive contemporar y f amily homes were
built next to the hist orical Vit i mansion.
In Vääna-Viti Home there are 85 clients (all adults) wit h special mental and
physical needs. There are 28 e mployees who are guiding and instruct ing
their clients ever y day. Vääna -Vit i Home off ers two ser vices: living in the
communit y and round the clock special care.
In their act ivit ies the staff of Vääna -Viti Home f ollow s their clients’
individualit y, persona l needs and specif icit y. They make ever y eff ort to
enable their clients to f eel needed and equal member s of societ y. In addit ion
to their daily rout ine activities Vääna -Vit i Home also pr ovide s diff erent
activities to develop new skills and to maintain alre ady learned.
Vääna-Vit i Home offers its clients compr ehensive support , which is based on
psychosocial rehabilitation principles and CARe ( Comprehensive Approach of
Rehabilitation) methodolog y.
Vääna-Vit i Home started the preparat ions f or the EQUASS Qualit y Assurance
system right f rom the beginning of their f ormulation . The decision to begin
building up the quality syst em right f rom the start has paid off , according to
the manager of Vääna -Viti Home, as it was easily adopt ed by t he staff .
Vääna-Vit i Home is a well-managed social ser vice provider, with a great
leader in f ront of the organizat ion . The principles of process management,
including PDCA cycle and systemat ic improvement of all processes are
integral to the f unctioning of the organization . The docum entation of the
Vääna-Vit i Home is well organized, correct and comprehensive.
Strategic and annual planning is in place and well -f unctioning. Perf ormance
indicators have been developed to measure the results, which are presented
along with other inf ormativ e data in the annual act ivit y reports.
The staff of Vääna- Viti Home is prof essional , cont inuously trained, motivated
to do their job well and also valued by the management .
Vääna-Vit i Home implements holistic and person -centered approach in its
ser vice provision, taking into account present and f uture needs of both
ser vice users and the societ y in general. The persons ser ved are
49
systematically empowered and the aim is to raise the quality of their lives.
The ser vice pr ovider does co-operat ion with diff erent partners. F.e it partners
with local government, other ser vice providers, the employer s of their clients
etc. There are many innovat ion projects that ser ve the interests of the
organizat ion and also the communit y.
The auditor experienced on site that the social ser vice provider Vääna- Vit i
Home perf orms in compliance with the EQUASS Assurance criteria. The
inter viewed representatives of partners, f inancing bodies, employees of
Vääna-Vit i Home and persons ser ved conf irmed this, which was ref lected in
their sat isf action. T hey wer e satisf ied with the person -centered approa ch,
wide range of activit ies and pleasant and caring personnel.
During the audit the organization showed many examples of good pract ice,
especially in the f ield of person centered approach .
The whole staff was kind and cooper ative in introducing the work of Vääna-
Viti Home, f inding necessar y evidential materials and shar ing inf ormation
about f ulf illing EQUASS crit eria.
For the per iod of following two years, some improvement actions were
agreed that are brought out i n part 4 of the audit report. An over view of
suggestions f or improvement that are mentioned under the specif ic criter ia is
given as well in part 3.
The impro vement ar eas included the development of ethical code f or the
organizat ion and paying more attention t o the wording of the assessments in
the individual plans.
After verif ication of the indicators by r eviewing documentation, conduct ing
inter views and performing site visit, the auditor was conf irmed that the
criteria f or qual it y assurance of the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that Vääna- Vit i Home is devoted to
qualit y assurance and improvement in its work and delivers services of high
qualit y.
***
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Vääna-Vit i k odu asub Harju maak onnas Harku vallas Vit i külas. 2013. a
juunis rajati ajaloolise Viti mõisa kõrvale viis uut kaasaegset peremaja.
Vääna-Vit i kodus pakutakse teenuseid psüühilise erivajadusega
täiskasvanutele. Seal elab 85 klienti ning neid juhendavad 28 töötajat.
Vääna-Vit i kodu pakub kahte teenust: ööpäevaringset erihooldusteenust ja
kogukonnas elamise teenust.
Oma tegemistes lähtuvad Vääna - Viti kodu töötajad eelkõige kliend i
individuaalsusest, t ema isiklikest vajadustest, soovidest ja eripärast. Nad
teevad omalt poolt kõik selleks, et klient tunneks end vajaliku ja
tegutsemisvõimelise kodanikuna. Lisaks rutiinsetele igapäevatoimetustele
toimuvad Vääna- Vit i kodus kliendi arengut silmas pidades mitmesugused
töö- ja huvir ingid, et arendada uusi oskusi ning säilitada juba õ pitut.
Vääna-Vit i kodu pakub oma klient idele nende individuaalset est vajadustest
lähtuvat igakülgset toetust. Asutuse töö põhineb kõikehõlmava
psühhosotsiaalse rehabilitatsiooni ehk CARe (Compr ehensive Appr oach of
Rehabilitation) metoodikal.
Vääna-Vit i k odu alustas EQUASS Assurance kvaliteedisüsteemi
ettevalm istusi kohe pärast kodu loom ist. Otsus alustada kvalit eedisüsteemi
ülesehitamist kohe algusest peale on ennast ära tasunud Vääna -Vit i kodu
juhataja sõnul, kuivõrd see on töötajate poolt hõlpsasti omak s võetud.
Vääna-Vit i kodu on hästi juhitud sotsiaalteenuse osutaja, mille eesotsas on
suurepärane juhataja . Protsessijuht imise põhimõtted, sealhulgas PDC A
tsükkel ja süstemaatiline pare ndam ine, on lahutamatud organisatsiooni
toimim ise osad. Vääna- Vit i kodu dokumentatsioon on hästi organiseerit ud,
korrektne ja täielik.
Strateegiline ja iga -aastane planeer imine on paigas ja hästi toim iv.
Tulemuslikkuse mõõtmiseks on välja töötatud tulemuslikkuse näitajad, mis
esitatakse koos teist e inf ormatiivsete andmetega iga-aastases aruandes.
Vääna-Vit i kodu töötajad on prof essionaals ed, järjepidevalt koolitatud,
motiveer itud oma tööd hästi tegema ja hinnatud juhataja poolt.
Vääna-Vit i kodu rakendab terviklikku ja teenuse saaja keskset lähenem ist
oma teenuste osutamise l, võttes ar vesse nii teenuse saajate kui ka laiem a
ühiskonna praegusi ja tulevasi vajadusi . Järjepidevalt tegeletakse teenuse
51
saajate jõustamisega ning eesmärk on tõsta nende elukvaliteeti.
Teenusepakkuja teeb koostööd erinevate partneritega. Näiteks teeb ta
koostööd kohaliku omavalitsusega, teiste sotsiaalpartneritega, klient ide
tööandjat ega jne. Vääna- Viti kodul on mitmeid innovatsioonipr ojekte , mis
teenivad nii teenuse saajate kui ka laiem a kogukonna huve.
Kohapeal koges audiitor, et sotsiaalteenuse osuta ja Vääna- Viti kodu
tegutseb vastavuses EQUASS Assurance kriteer iumit ega. Intervjuud
huvigruppide ja rahastajate esindajat ega, Vääna-Vit i kodu töötajatega ja
teenuse saajatega samuti kinnitasid seda, mis väljendus nende rahulolus.
Erit i rahul oldi isikukesk se lähenemisega, tegevuste ar vukusega ja meeldiva
ning hoolitseva personaliga.
Auditi käigus oli asutusel ette näidata mitmeid häid pr aktikaid ja saavutus i
EQUASSi põhimõtet e täitmisel , eelkõige isikukeskses lähenemises .
Kogu asut use töötajaskond oli lahke ja koostööaldis Vääna-Viti kodu töö
tutvustamisel, vajaliku tõendusmaterjali leidmisel ning inf ormatsiooni
jagamisel EQUASS - i kriteeriumite täitmise kohta.
Järgnevaks kaheks aastaks lepiti kokku mõned parendustegevused, mis on
välja toodud aruande 4 -ndas osas. Ülevaade par endussoovit ustest
konkreetsete kriteeriumite lõikes on esitatud ka aruande 3- ndas osas.
Parendusvaldkonnad hõlmasid asutuse jaoks eetikakoodeksi väljatöötamist
ning enama tähelepanu pööram ist individuaalsete plaanide hindam isosa
sõnastam isele.
Pärast indikaator itele vastam ise tõendamist, tutvudes dokumentatsiooniga
ning viies läbi inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa
kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai
veendumuse, et Vääna- Viti kodu on pühendunud oma töös kvaliteedi
tagamisele ja täiustamisele ning osutab kõrge kvaliteediga teenuseid.
Tallinn, 19. 06.2015
Mar iliis Männik -Sepp
EQUASSi auditor / EQUASS auditor
52
Maarika Aro
Saatja: Guus van Beek <
[email protected]>
Saatmisaeg: 8. juuli 2015. a. 10:42
Adressaat: Keiu Talve
Koopia: Maarika Aro; Marie Dubost
Teema: Re: Audit report Vääna-Viti kodu EE2015-009
Tähtsus: Kõrge
Dear Keiu,
I h a ve r e vi e w e d t h e a u d i t r e p o r t f r o m Vääna-Viti kodu (nr. EE2015-009) a n d I c o n c l u d e t h a t t h e s e r vi c e s
(w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f t h i s o r g a n i z a t i o n m e e t a l l t h e E Q U AS S a s s u r a n c e c r i t e r i a .
B a s e d o n t h e delegated power, which is described in the EQU ASS internal procedures and approved
by the I nternational EQU ASS Awarding Committee, th e s e r vi c e s (w i t h i n t h e s c o p e o f t h e
a p p l i c a t i o n ) o f Vääna-Viti kodu (nr. EE2015-009) w i l l b e c e r t i f i e d w i t h E Q U AS S As s u r a n c e i n S o c i a l
S e r vi c e s .
Ac c o r d i n g t h e a g r e e d c o m m u n i c a t i o n p r o c e d u r e , I k i n d l y a s k y o u t o d i s s e mi n a t e t h e d e c i s i o n t o
c e r t i f y t h e s e r vi c e s (w i t h i n t h e s c o p e o f t h e a p p l i c a t i o n ) o f Vä ä n a - V i t i k o d u (n r . E E 2 0 1 5 - 0 0 9 ) w i t h
E Q U AS S As s u r a n c e i n S o c i a l S e r vi c e s .
M a r i e D u b o s t w i l l s e n d t h e c e r t i f i c a t e (a n d g u i d e l i n e s f o r u s i n g t h e E Q U AS S As s u r a n c e l o g o )
d i r e c t l y t o Vä ä n a - Vi t i k o d u (n r . E E 2 0 1 5 - 0 0 9 ) .
Kind regards,
Guus van Beek
European Quality in Social Services (EQUASS)
c/o EPR, 15, Rue de Spa , B-1000 Brussels
Belgium
Phone: +31653770121
Email:
[email protected] / website: www.equass.be
Van: Keiu Talve <
[email protected]>
Datum: donderdag 25 juni 2015 12:52
Aan: Guus van Beek <
[email protected]>, Marie Dubost <
[email protected]>
CC: Maarika Aro <
[email protected]>
Onderwerp: Audit report Vääna-Viti kodu EE2015-009
1
Dear Guus,
Hereby I attach here the audit documentation of AS Hoolekandeteenused, Vääna-Viti Kodu (no EE2015-009).
Please review the documents & let us know in case of a need.
Best regards,
Keiu
Sotsiaalteenuste Kvaliteedi Keskus
Astangu KRK
Tel: +372 5682 9104
www.equass.ee
www.astangu.ee
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