EQUASS ASSURANCE
AUDIT REPORT
Site visit: 2.-3.06.2015
Eakate Avahoolduskeskus
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 Eakate Avahoolduskeskus (hereinafter EAK)
service provider
Address: Metsa 10, 80024 Pär nu
Post box: N/A
Person responsible Heli Kallasmaa , general manager
(CEO):
Contact person: Heli Kallasmaa , general manager
Phone: (+372) 442 5289, (+372) 512 3701
Fax: -
E-mail:
[email protected]
Web site: www. avahoold uskeskus.ee
Name of Auditor: Mar iliis Männik -Sepp
Dates of audit: 02.-03.06. 2015
Clients: 194
Staff: 29
Services: Home care ser vices
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2. Audit program
02.06.2015 Day 1
Time Acti vit y
8.00-8.15 Opening meeting
8.15-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-13.30 Interview w ith staff (administration):
Katrin Siim, Mar ika Raiend
13.30-13.45 Documentation review, up -dat ing f iles
13.45-14.15 Interview w ith staff (care takers):
Hele Teor, Ilvi Kukk
14.15-14.30 Documentation review, up -dat ing f iles
14.30-15.00 Interview w ith cooperation partners:
Pilvi Tolmik - Pärnu Cit y Gover nment social welf are
department (open care specialist) ;
Ilme Seepere - NGO Horisont .
15.00-15.15 Documentation review, up -dat ing f iles
15.15-15.45 Interview w ith financing body:
Iris Ruut - Pärnu Cit y Gover nment , elder ly car e specialist ;
Katrin Tsuiman - Pärnu Cit y Government , disabled people
care specialist.
15.45-17.00 Documentation review, up -dat ing f iles
03.06.2015 Day 2
Time Acti vit y
8.00-10.00 Documentation review, up -dat ing f iles
10.00-10.30 Interview w ith persons served (home care clients) :
Hille Põhinurm, Selm a Pajur, Peet er Kaelep .
10.30-12.00 Documentation review, up -dat ing f iles
12.00-13.00 Lunch break
13.00-14.00 Inter view w ith general manager :
Heli Kallasmaa
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14.00-14.30 Documentation review, up -dat ing f iles
14.30-15.00 Closing meeting
3. Detailed feedback on performance
1. The social servi ce provider defines documents and implements its
visi on and mission values on s ervi ce provision.
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 mission, vision and values of
EAK ar e stated in the qualit y manual
and on the EAK’s website
http://www.avahoolduskeskus.ee/
and were developed together wit h
the personnel of the organizat ion.
The mission of EAK is to help the
elderly or those adults temporarily in
need of help to cope with their lives
in f amiliar surroundings - at home.
EAK create s possibilities f or
comprehensive act ive lif e and aging
being active at the same time .
The employees of EAK demonstrated
through inter views that they are
aware of the organ izat ion’s mission,
vision and core values and they
implement the vision and m ission
values on ser vice pr ovision.
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.
4
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 The criterion is met, but as a f urther
goals and commitment to continuous improveme nt, it would be advisable
improvement are stated in the in the to create and lay down the long-term
qualit y manual of EAK. The goals and plans of EAK in the
organizat ion does not have its own organizat ion’s own development
development plan, but its long -term plan.
plans are paid down in the
development plan of Pärnu Cit y. Kriteer ium on täidet ud, kuid e dasise
arengukohana oleks soovitatav
The overall strategic objective is koostada ja kirja panna asutuse
creating f or the elderly and t hose strateegilised eesm ärgid ja plaanid
working -age people in need of asutuse enda arengukavas.
temporarily help, the opportunit y t o
live a dignif ied and secure lif e in
their own homes, and to support,
promote and preser ve their livelihood
and qualit y of lif e.
It appeared f rom the inter views that
the staff of EAK is knowledgeable of
the qualit y standar d and long term
goals of the organizat ion. Also, the
staff seemed to be devoted to deliver
qualit y ser vices and pursue f or
continuous improvement.
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 s er vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
5
Strengths Improvem ent & developments
EAK has developed diff erent
methods to ask and receive f eedback
f rom persons served , staff and other
groups of stakeholders.
The procedur e of gaining f eedback
has been descr ibed in the qualit y
manual of EAK. According to the
system of f eedbac k, the gained
inf ormation, including suggestions
and complaints , are analyzed and
taken into account in annual
planning procedure.
The main method f or gaining
f eedback is using questionnaires and
satisf action sur veys .
Employees and clients have a
chance to give f eedback on ongoing
basis and also f eedback is asked
during staff perf ormance reviews .
Regular staff motivat ion and
satisf action sur veys are conducted
as well.
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 ica tion program
Strengths Improvem ent & developments
EAK has inf ormed possible The criterion is met, but f or better
stakeholders about its services using communication, it would be good t o
a variet y of methods and issue also brochures, as an
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approaches. alternative media of communication,
besides the home page and the
The home page of EAK inf ormation wall, that can be
(http://www.avahoolduskeskus.ee/ ) is distr ibuted in medical inst itutions
ver y inf ormative, giving a lot of etc.
inf ormation about EAK and its
ser vices. Kriteer ium on täidet ud, kuid
alternatiivse kommunikatsiooni
The most popular channel of vahendina kodulehele ja seina lehele
inf ormation f or clients has proven to oleks hea välja anda inf o brošüüre,
be the “ inf ormation wall”, which mida jagada meditsiiniasutustes jne.
includes the most important
inf ormation f or the clients com ing to
the center.
For home care clients the “customer
package" (which is added to the
client contract and brought to each
home) is the most important piece of
inf ormation.
For staff , there are regular personnel
meetings. For inf orming wider
publicit y, var ious articles hav e been
publicized f .e in the local
newspapers.
Stakeholders are aware of the
ser vices of EAK, which was ver if ied
implemented through inter views wit h
persons ser ved, staff and partners.
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 ovid ers meet
this cr iterion of the EQUASS Assurance certif ication program
7
Strengths Improvem ent & developments
The annual planning and review The criterion is met , but as f or
process is integrated into the f uture, a developm ent would be to
management process of the lay down the annual planning
organizat ion. The planning procedure procedure more precisely, espe cially
is descr ibed in the qualit y manual. the reviewing part of it.
The process is reviewed regularly.
Kriteer ium on täidet ud, kuid tuleviku
The results of the annual plans are arendusena on soovitatav aastase
summarized in the annual act ivit y planeer imise protseduuri
reports. üksikasjalikumalt kirjeldada, erit i
plaani ülevaatamisega seonduvat
osa.
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 p r oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The annual planning process of EAK The criterion is f ulf illed, but it would
be advisable to add t he inf ormation
has a cyclic char act er.
concerning monitoring the
perf ormance of the organisat ion in
The annual work plan includes
meeting its annual targets in the
objectives, measur es and act ivit ies,
annual plan.
tangible resu lts and deadlines.
Kriteer ium on täidetud, kuid o n
The annual act ion plans are soovitatav lisada informatsioon
developed and r eviewe d. For 2015 organisatsiooni tegevuse
the plans included f our main ülevaatamise kohta aasta
eesmärkide saavutamisel aastaplaani
objectives: t he provision and
vorm i.
development of qualit y ser vices ;
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high-qualit y manag ement of the
organizat ion; the activation of target
groups and the initiation of new
projects; the development of the day
care center.
The annual plans is reviewed once a
year. The review is summarized in
the minutes of the meetings and in
the annual activit y r eport.
The annual plan is accepted by the
general management and approved
by the boar d of guardians .
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 social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
EAK is active, when it comes to
satisf ying the needs and
expectat ions of the soc iet y and
demonstrat ing social responsibilit y
contributing to the societ y.
The general manager of EAK has
participated in the meetings of Pärnu
Cit y Government and sto od f or the
ser vices f or elder ly and participated
in the development of the related
legislat ion.
EAK organized a special week f or
the elder ly in 2014. It has
partnerships agreements with the
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major organizations f or the elderl y
(Pärnu pensioners' association , NGO
Elulust), who use the premises of
EAK and are involved in tight
cooper ation.
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 icat ion program
Strengths Improvem ent & developments
EAK has demonstrated social
responsibilit y through diff erent
activities contr ibut ing to the societ y.
It has contract with Viru Pr ison to
organize communit y service hours ;
contract with NGO PRKF (choir
f estival); cooper ation agreement wit h
the organization of elderly NGO
Elulust, etc.
EAK has traineeship contracts wit h
Pärnumaa Vocat ional Educat ion
Centre, Pärnu College of the
Universit y of Tartu and other
educat ional establishments to
organize students’ tr aineeship.
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.
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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
EAK has committed and comp etent
staff . The staff is highly valued by
the general manager.
Recruitment and selection procedure
f or personnel has been developed in
cooper ation wit h the staff and is
descr ibed in the staff policy. This
also includes the principles f or
equalit y and non -discrimination.
All employees have individual job
descr iptions, which include required
knowledge, skills and com petences.
It appeared f rom the inter views wit h
the personnel that t hey all are well
aware of their roles, r ights and
duties.
It also came out that the employees
are well motivated, like their jobs
and are devoted to deliver ing high
qualit y ser vice.
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 audit or: The ser vices of the social ser vice pr oviders meet
this cr iterion of the EQUASS Assurance certif ication program
11
Strengths Improvem ent & developments
The documentation of EAK meets As it appeared f rom the int er views,
legal r equirements and is reviewed the work load of the personnel has
to do this. grown lately due to the growth in the
number of clients. In order to
The staff level is tried to be kept at guarantee the ongoing qualit y of the
optimum and this is reviewed also ser vice delivered, it might ser ve
regularly. usef ul to recruit additional per sonnel
(care takers and if possible also
Rules of the organization have been
social worker).
developed in cooperation wit h the
staff . Intervjuudest selgus, et seoses
klient ide ar vu tõusuga on kasvanud
The working condit ions are evaluated
töötajate töökoormus. Teenuse
(risk assessments are carried out b y
kvaliteedi jätkuvaks tagamiseks on
EAK staff ) and necessar y action
soovitatav tööle võtta täiendavat
plans ar e drawn up and amendments
personali (hooldustöötajad ja
made.
sotsiaaltöötaja).
The principles f or showing
recognit ion to employees are
descr ibed in the staff policy.
Employees ar e given recognit ions.
Last year one of the employees of
EAK was given nationwide
recognit ion by the Estonian
Associat ion of Social Work.
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
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are assessed annually dur ing the
perf ormance reviews of personnel.
Annual training plan is created, that
includes inf ormation about the
trainings (part of the annual activit y
plan).
The staff of EAK is trained based on
their needs. Feedback on trainings is
collect ed and analyzed by the
employees themselves and
collect ively by the general manager.
12. The social servi ce provi der applies re quirements for competence
in the identified roles 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
Strengt hs Improvem ent & developments
The competence r equirements f or
employees are descr ibed in their job
descr iptions and are reviewed
annually.
Annual perf ormance reviews are
conducted with the staff members,
during which their competences ar e
assessed and tra ining needs
discussed.
Also annually f eedback on motivation
and sat isf action is collected.
13
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 described in the qualit y manual
and staff policy.
EAK recognizes staff as a usef ul tool
f or gaining inf ormation. It has regular
staff meetings and perf ormance
reviews.
All staff members have mobile
phones to be able to contact each
other and the administration in time.
Feedback f rom staff is used in the
annual planning procedure.
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 evaluations, staff
questionnaires and employees’
sur veys are used to gain f eedback
on sat isf action and motivation.
Summar y is given in the annual
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activit y report.
Mechanisms to provide recognit ion
are descr ibed in staff policy. The y
include both verbal and wr itten
recognit ions.
Special events f or showing
recognit ion are organized, f .e
birthdays are celebr ated .
15. The social servi ce provi der assures the r ights of persons served
outlined in a Chart 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 ght s 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
EAK has developed the rights and
duties of persons ser ved, which
conf orm to international human
rights convent ions.
The rights and duties are part of the
ser vice deliver y contract .
They ar e introduced to persons
ser ved by car e takers and ar e
available to the clients at their
homes (part of the client package).
The persons ser ved conf irm their
understanding of the rights and
duties by signing the service
15
contract.
The staff demonstrated their
knowledge of the rights and dut ies
through the inter views.
16. The soci al service provider informs the person served about
his/her rights and duties especiall y to 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 certif ication program
Strengths Improvem ent & developments
The rights and duties are introduced
to persons ser ved by staff and are
available to the clients at their
homes (part of lient package).
The persons ser ved conf irm their
understanding of the rights and
duties by signing the service
contract.
The clients demonstrated their
knowledge of the rights and dut ies
through the inter views.
17. The social service pr ovider 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 meet
this cr iterion of the EQU ASS Assurance certif ication program
16
Strengths Improvem ent & developments
EAK has developed a procedur e f or
handling complaints.
The various ways on complaining
include sending an e -mail, oral
f eedback, written complaint by mail.
There is a special box f or collecting
suggestions and complaints .
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 by the general manager. A
summary of them is presented in the
annual report of EAK.
The complaint management system
proves to be transparent.
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 & developmen ts
The self -determination supporting
related pr inciples are descr ibed in
the code of ethics of EAK and in the
clients’ r ights and duties document.
Feedback is collected though clients’
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sur veys and individual assessments .
It became evident through the
inter views that the staff supported
the right to self -determination of
clients and that the persons ser ved
were handled wit h respect.
19. The social service provi der facilitates the person served in
choosing and having access to advocates and/or supporti ng
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
From the inter views with the staff it The criterion is met, but the process
came out that the clients we re of f acilitating the persons ser ved in
super vised about the possibilit y of choosing and having access to
choosing and having access to advocates and/or supporting persons
advocates and/or supporting in descr ibed in the service deliver y
persons. could be improved by descr ibing
related activit ies in the qualit y
The perf ormance of EAK in manual of EAK and dissem inat ing
f acilitat ing persons ser ved in having more actively related inf ormation
access to advocates and/or using var ious communication media
support ing persons was evaluated to do this.
during the annual clients’ sat isf action
sur vey and reported in the annual Kriteer ium on täidet ud, kuid teenuse
activit y report of EAK. saaja toetamise protsessi eestkostja
ja/või tugiisiku leidm isel saaks
täiustada, kirjeldades vastavad
tegevused EAK kvalit eedi
käsiraamatus ning edastades
aktiivsemalt sell ekohast
inf ormatsiooni, kasutade s erinevaid
kommunikatsioonikanaleid.
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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 cert if ication program
Strengths Improvem ent & developments
The code of ethics of EAK has been
developed in cooperation wit h the
personnel of EAK. It is disclosed on
the home page of the organizat ion .
During the inter views the members of
staff showed awaren ess about the
related ethic principles.
The policy respects and assures the
dignit y of the persons ser ved,
protects them f rom undue r isk and
promotes social justice.
New staff members are introduced
the ethical principles .
21. The social service provide r 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 & devel opments
The code of ethics for the personnel
of EAK has been developed and
made available to the staff . Mem bers
of staff showed awareness about the
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related ethic principles.
The policy includes principles to
prevent physical, mental and
f inancial abuse of persons ser ved.
Also procedures f or abuse
prevent ion have been developed.
The same principles are also
ref lected in the ser vice deliver y
process of EAK.
EAK evaluates its prevent ion
activities, draws up a summary and
ref lects the results in the annual
activit y report.
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 families 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
EAK provides ser vices in a saf e The criter ion is m et and t he risk
system of working within a saf e analysis (health and saf ety
environment. Risk assessments of evaluat ion) has been conduct ed by
the work place have been conducted the trained staff of EAK. Even though
and related action plans created. it has been done comprehensively, it
could ser ve usef ul to conduct this
Health and saf ety system and saf e activit y by an outside expert once in
working procedures f or staff have a while.
been dr awn up.
Kriteer ium on täidetud ning
The physical securit y of persons töökeskkonna ris kianalüüsi viib läbi
ser ved and employees has been EAK väljaõppe saanud personal.
Kuig i see on põhjalikult läbi viidud,
ensured through these activit ies.
võib aeg -ajalt osutuda kasulikuks
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vastava töö tellim ine väliseksperdi
poolt.
23. The social service provider defines, documents, monitors and
evaluat es a set of pri nciples, 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 iterion of the EQUASS Assura nce certif ication program
Strengths Improvem ent & developments
The principles, values and
procedures in ser vice deliver y are
descr ibed in t he qualit y manual and
code of ethics.
It was demonstrated through the
inter views of staff that they ar e
aware of the et hical principles
related to their work.
24. The social service 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 audi tor: 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
There is a privacy policy regulating
the processing of personal data. The
principles are over viewed regular ly.
It was demonstrated through the
inter views of staff that they ar e
21
aware of the related principles.
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 & developments
The necessar y roles and
responsibilities are descr ibed in the
statue of EAK and job descriptions of
employees.
The relat ed roles and responsibilit ies
are presented in detail in the in the
ser vice deliver y processes of EAK
(home care ser vices procedures).
Relevant inf ormation is available
also on the web pag e of EAK.
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 ication program
Strengths Improvem ent & developments
EAK works closely with the medical,
and social organizat ions, as well as
organizat ions unit ing elder ly people ,
educat ional instit utions etc. It has
made a list of its cooper ation
22
partners (available on home page) .
EAK has contracts wit h its f inancing
body and main cooperation partners.
W ith cooperation partners var ious
projects and activities are organized,
which also ser ve the ne eds and
expectat ions of society.
EAK ser ves also as the tr aining base
f or students, mainly f rom Pärnumaa
Vocat ional Education Centre , Pärnu
College of Tartu Universit y and
Tallinn Health Care College.
EAK evaluates t he cooperat ion
related to the services delivered by
contract partners . F.e dis cussions
with partners.
An over view of the cooperation
relat ions and act ivities is given in
the annual activit y r eport.
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, purchasers and
other stakeholders are involved in
the development of ser vices of EAK
through meeting s and sur veys.
F,e in 2014 the survey was
23
conducted among the cooperat ion
partners and f inancers, to gain
f eedback on their needs,
expectat ions and sat isf action .
Feedback is asked both orally and in
a writte n f orm. F.e clients’
satisf action sur vey was conduct ed in
2014.
The interviewed cooperation partners
f rom Pärnu Cit y Gover nment and
NGO Horisont showed high
appreciat ion to what EAK does.
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 qual it 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
The principles and procedures f or
the involvement of persons ser ved in
the management and development of
the ser vice are described in the
ser vice deliver y processes of EAK
(home care deliver y procedure ). The
topic is also covered in the qualit y
manual of EAK.
Clients are involved in the ser vice
planning, deliver y and ap praisal
procedure.
24
As the clients are served at their
homes, the care takers have the role
of talking to the per sons ser ved and
gathering their f eedback.
The criterion was ver if ied sat isf ied
also through exploring client work
documentat ion and through
inter views with staff and clients.
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
The principles f or client participation
are agreed with the persons ser ved.
The clients’ r ights to be involved in
the management and development of
the ser vice are descr ibed in the
home care deliver y procedure.
The principles and activities f or
client involvement are reviewed
annually and documented in the
minutes of meetings.
30. The social service provi der operates specific instruments f or
users to improve their per sonal 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
25
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an integral part of ser vice 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.
Empowerment is described in the
qualit y manual of EAK. The
measures f or empower ing clients
have been developed together wit h
the personnel of EAK.
Annual activit y report presents the
results related to empower ing
persons ser ved.
The criterion was ver if ied sat isf ied
through exploring client work
documentat ion and through
inter views with staff and clients.
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 Assurance certif ication program
Strengths Improvem ent & developments
Empowerment of persons ser ved is
an integral part of ser vice 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.
EAK empowers clients to help them
26
to gain control over their lives,
notices and recognizes clients’
aspirations, abilit ies and values.
The employees ar e trained about
empowerment and the subject is
discussed dur ing organizat ion’s
meetings. The results of activities
are disclosed in the annual act ivit y
report of EAK.
32. The social servi ce provider sel ects programmes w hich are based
on a needs assessment at the location w hich is most convenient for
the person served, famil y and ca re 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
EAK has an over view of the needs of During the site visit it appeared, that
potent ial clients ( Pärnu C it y the building of EAK was not ver y well
development plan until 2025 cover s accessible by wheel -chair (the main
the topic). f ront door). It would be advisable to
f ind a way to change the door
The more precise needs of the mechanism so it could be well
persons ser ved have been accessed by clients in wheel -chairs.
ascertained and are laid down in the
individual plans of the persons Kohapealse külastuse k äigus selgus,
ser ved. et EAK hoone ei ole väga hästi
ligipääsetav ratastoolides klient idele
EAK is located in a modern building, (peamine uks). Oleks soovitatav
especially designed f or the elderl y leida võimalus uk se mehhanismi
center. There is plenty of space and vahetamiseks, et hoone oleks
an elevator to move with a wheel - paremini ligipääsetav ka ratastoolis
chair. Home care clients are visited klient idele.
at their homes, which comes f rom
the content of the service.
EAK is well accessible by car and
27
also by public transportation . On the
home page of EAK a map is
presented showing the location of
the center.
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
EAK does t ight coo peration with the During the site visit it appeared that
f unding bod y and has ascertained some home care clients need daily
the needs and expectations of the ser vice, which they receive 5 days a
Pärnu Cit y Government . week at the moment (during business
days). To better response to the
The needs of diff erent stakeholders needs of these client s it would be
(organizat ions of elderly people, advisable to f ind a way to deliver the
Pärnu Cit y Government, f amily home care ser vices also during
membres etc) have been discussed week -ends and public holidays.
during meetings and dur ing dail y
cooper ation (though e -mails, Kohapealse külastuse käigus selgus,
telephone) . et mõned koduhoolduse kliendid
vaj avad igapäevaselt teenust, kuid
The success and results of the praegu osutatakse teenust viiel
exist ing ser vices have been päeval nädalas (tööpä evadel).
determined and is des cr ibed in Selliste klientide vajadustele
annual activit y report . paremaks vastamiseks on soovitatav
leida viis t eenuse osutamis eks ka
The suggestions coming f rom the
nädalavahet us tel ja riigipühadel .
stakeholders are taken seriousl y
when developing the services of EAK
(f.e suggestions to use var ious
medical accessor ies while providing
ser vices; to create a caf eteria -t ype
of meeting place f or elderly in the
28
premises of EAK etc).
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 appraisal of persons ser ved
determines the need f or care and
social ser vices. The home car e
ser vice contracts specif y the details.
Detailed inf ormation is documented
in the individual plan s of the persons
ser ved, which was ver if ied by
examples of client documentation
seen during the site visit.
The individual process is descri bed
in the ser vice delivery processes of
EAK (home care pr ocedure ).
35. The social service 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 EQUASS Assurance certif ication program
Strengths Improvem ent & developments
The clients’ individual needs and
expectat ions are wr itten down in the
29
individual action plans.
The individual act ion plans involve
all the inf ormation set by the
criterion and are agreed by the
persons ser ved.
This was ver if ied by examples of
client documentation seen during the
site visit.
Clients expressed high sat isf action
about the ser v ices dur ing the
inter views. They wer e aware of their
goals, expectations and activit ies
that were included in their plans.
36. The social service provider identif ies, documents, and maintains
the key servi ce deli very processes to the persons served in l ine 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
Strengths Improvem ent & developments
The main ser vice de liver y pr ocesses The summary of home care ser vice
of EAK are: home care ser vices, day deliver y procedure in the qualit y
care center ser vices and manual gives an over view of the
transportation ser vice f or disabled process partially, ending with the
people. starting of delivering the service. It
would be advisable to add
The mentioned service deliver y inf ormation about the service
process es are described in the deliver y and ending of service ( as it
qualit y manual and also on the hom e stands in the detailed process
page of EAK. descr iption).
The main ser vice delive r y pr ocesses Kvaliteedi käsiraamatus on esitatud
are in line with EAK’s vision, mission kokkuvõte koduhoolduse t eenusest
annab osalise ülevaate teenusest,
30
and qualit y pr inciples. lõppedes teenusele saamisega.
Soovitatav oleks lisada inf ormatsioon
All processes are regularly reviewed. ka teenuse osutamise ja lõpetamise
kohta (nagu on olemas vastavas
detailses teenuse kirjelduses).
37. The social service 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
The main ser vice deliver y pr ocesses The criterion is f ulf illed today, but it
of EAK are reviewed per iodically b y would be advisable to give mor e
self -assessment . thought to the way of conducting
internal audits in f uture, to get
So f ar EQUASS test audits were also assurance about the f unctioning of
used to review the procedur es of the processes.
EAK.
Kriteer ium on täidetud tänasel
Regular meet ings and reviews are päeval, kuid on soovitatav mõelda
conducted to assure maintaining selle peale, kuidas siseauditeer imist
control over the deliver y of services. edaspidi korraldada, et saada
kindlustunnet prots esside toimim ise
kohta.
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 chan ging 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
EAK ensures that the person s ser ved It appeared that the individual plans
can access a cont inuum of services are over viewed in a period of once in
31
as needs of persons ser ved ar e three years or as the situat ion of the
evaluated and descr ibed in individual person ser ved changes. The regular
action plans. According to the assessment of an ind ividual should
individual action plans, necessar y take place at least once a year, as
ser vices are provided. the inter val of three years is too long
period f or the elder ly patients.
The continuation of service deliver y
is monitored and evaluated regular ly. Ilmnes, et individuaalsed
tegevuskavad vaadatakse üle
The auditor evidenced examples of perioodil kord kolme aasta jooksul
individual plans, minutes of meetings või vajadusel sagedamini.
and reports. Individuaalset e p laanide ülevaatus
peaks toimuma sagedusega vähemalt
kord aastas, kuivõrd kord kolme
aasta jooksul on eakate teenuse
saajate puhul liigpikk periood.
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 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 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 contracts with clients are open -
ended and reassessments are made
to evaluate the changing needs. As
the need f or care rises, additional
ser vices are provided.
32
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
EAK uses client -centered holist ic
approach, which is aimed to maintain
and impr ove client ’s qualit y of lif e.
The qualit y of lif e init iat ive’s
eff ectiveness is measured and
reported in individual plans .
The criterion was verif 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 ser vice 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
33
The necessar y competences and
skills are described in job
descr iptions of EAK. These ar e
evaluated annually during
employees’ perf ormance evaluations.
Trainings are provided to employees,
which was evidence d by training
plans of EAK and came out f rom
inter views.
42. The social service provider 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 certif ication program
Strengths Improvem ent & developments
EAK measur es its perf ormance
against its goals.
Results are repor ted in annual
activit y report, which is disc losed on
the web page of EAK.
External r eviews are made by Pärnu
Cit y Government and other state
agencies.
43. The social servi ce provi der identifies and registers the outcomes
and benefits for person served of the recei ve services on individual
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
34
Strengths Improvem ent & developments
EAK gathers and documents
inf ormation regarding results of
providing ser vices (both on
individual and collective basis).
Added value is discussed dur ing
making annual summaries.
Inf ormation on the outcomes and
benef its f or person ser ved ar e
available in individual reports and a
summary is presented also in the
annual act ivity report of EAK, 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 increased 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
EAK evaluates the r esults and added
value of its work during regular staff
meetings and through clients’ and
other stakeholders’ surveys .
Related inf ormation is also ref lected
in the individual plans and
summarized in the annual act ivit y
report.
35
45. The socia l service provider evaluates the indi vidual and
collecti ve satisfact ion of persons 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 EQUAS S Assurance certif ication program
Strengths Improvem ent & developments
EAK organizes sur veys to receive
f eedback f rom the persons ser ved
and their 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 EAK.
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
Strengths Improvem ent & developments
The records on outcome are
communicated to stakeholders ( via
e-mail), staff (through meetings) and
persons ser ved (meetings).
Annual activit y r eports include
personal perceptions and
achievements. The individual and
collect ive accomplishments have
36
been pr esent ed ther e with examples.
Annual act ivit y r eports are disclosed
on the home page of EAK.
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
EAK reports its perf ormance to
f unding body, staff and service
users.
Related inf ormation is also available
on the home page of EAK.
Inf ormation is disseminated through
home page, e-mail, meetings.
48. The social ser vice 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 The criterion is met, but the wording
descr ibed in the annual planning of improvement pr ocedur e in the
procedure of EAK. Annual plans are qualit y manual of EAK has room f or
drawn up and are reviewed. development. It should be made
clearer, what is the diff erence
All the process and activit ies are bet ween act ion plan , improvement
reviewed regular ly.
37
The results and perf ormance of EAK activities and innovation projects.
is measur ed and described in annual
activit y reports. Kriteer ium on täidet ud, kuid
parendustegevuste protsessi
Qualit y improvement plans ar e kirjeldamise sõnast uses kvaliteedi
document ed. For EAK prepar ing f or käsiraamatus on arenguruumi.
EQUASS has been a great Tuleks selgemalt välja tuua, mis
improvement itself . vahe on tegevuskaval
parendusprojektidel ja
innovatsioonipr ojektidel.
49. The social service 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
Improvem ent actions are
document ed, they include object ives
and respective perf ormance goals.
This was verif ied th rough inspecting
examples dur ing site visit.
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 meet
this cr iterion of the EQUASS Assurance certif ication program
Strengths Improvem ent & developments
EAK f inds ways of being innovat ive,
taking into account the needs and
expectat ions of stakeholders. EAK
38
participates in diff erent projects wit h
its cooperation part ners. F.e Social
Inclusion project for using elderl y
people as volunteers in var ious
activities.
All related inf ormation was verif ied
to be docum ented.
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)
Create and lay down the long -term goals and plans of
1. criterion 2
EAK in the organization’s own development p lan.
Koostada ja kirja panna asutuse strateegilised
eesmärgid ja plaanid asutuse enda ar engukavas.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
Issue brochures f or better communication about the
2. criterion 4
ser vices of EAK.
Anda välja inf obrošüüre paremaks teavitamiseks asutuse
teenuste kohta.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
Improvem ents in annual planning:
3. criterion 5 and 6
- Lay down the annual planning procedure more
precisely, especially the reviewing part of it;
- Add the inf ormation concerning monitoring the
perf ormance of the organisat ion in meet ing its annual
targets in the annual plan.
39
Parendusvõimalused aastases planeer imises:
- kirjeldada üksikasjalikumalt aastase planeerim ise
protseduur i, er iti plaa ni ülevaatam isega seonduvat
osa;
- lisada inf ormatsioon organisatsiooni tegevuse
ülevaatamise kohta aasta eesmärkide saavutamisel
aastaplaani vormi.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 201 7
Recruit addit ional personnel (car e takers and if possible
4. criterion 10
also social worker) to maintain t he qualit y of service and
workload at optimum .
Võtta tööle täiendavat personali (hooldustöötajad ja
võimaluse korral ka sotsiaaltöötaja) , et säilitada teenuse
kvaliteet ning opt imaalne töökoormus.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
Descr ibe the process of f acilitat ing the persons ser ved
5. criterion 19
in choosing and having access to advocates and/or
support ing persons in the qualit y manual and
disseminate more actively related inf ormation.
Kirjeldada teenuse saaja toetamise protsess eestkostja
ja/või tugiisiku leidmisel kvalit eedi käsiraamat us ning
levitada aktiivsemalt teemakohast inf ormatsiooni.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
Conduct the risk analysis (health and saf ety evaluat ion)
6. criterion 22
by an outside expert once in a while.
Tellida aeg -ajalt töökeskkonna riskianalüüsi läbiviima
välisekspert.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
Change the door mechanism of the EAK f ront entrance
7. criterion 32
so tht it could be well accessed by clients in wheel -
40
chairs.
Vahetada EAK esiukse mehhanism , et hoone oleks
hõlpsast i ligipääsetav ka ratastoolis klientidele.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
During the site visit it appeared that some home care
8. criterion 33
clients need daily service, which they receive 5 days a
week at the moment (during business days). To better
response to the needs of these client it would be
advisable to f ind a way to deliver the home care ser vices
also dur ing the week -end and public holidays.
Kohapealse külastuse käigus selgus, et mõned
koduhoolduse kliendid vajavad igapäevaselt teenust,
kuid praegu osutatakse teenust viiel päeval nädalas
(tööpäevadel). Selliste klient ide vajadustele paremaks
vastamiseks on soovitatav leida viis teenuse
osutamiseks ka nädalavahetusel.
Person responsible / vast uta ja: general manager
Due date / tähtaeg: June 2017
The summary of home care service delivery procedure in
7. criterion 36
the qualit y manual gives an over view of the process
partially, ending with the starting of delivering the
ser vice. It would be advisab le to add inf ormation about
the ser vice deliver y and ending of service (as it stands
in the detailed process descr ipt ion).
Kvaliteedi käsiraamatus on esitat ud kokkuvõte
koduhoolduse teenusest annab osalise ülevaate
teenusest, lõppedes teenusele saamisega. Soovitatav
oleks lisada inf ormatsioon ka teenuse osutamise ja
lõpetamise kohta (nagu on olemas vastavas detailses
teenuse kirjelduses).
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
The criterion is f ulf ille d today, but it would be advisable
8. criterion 37
to give more thought to the way of conducting internal
audits in f uture, to get assurance about the f unctioning
of the processes.
41
Kriteer ium on täidetud tänasel päeval, kuid on soovitatav
mõelda selle peale, kuidas siseau diteer imist edaspidi
korraldada, et saada kindlustunnet protsesside toim imise
kohta.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
It appeared that the individual plans are over viewed in a
9. criterion 38
period of once in three years or as the situat ion of the
person ser ved changes. The regular assessment of an
individual should take place at least once a year, as the
inter val of three years is too long period f or the elderly
patients.
Ilmnes, et individuaalsed tegevuskavad vaadatakse üle
perioodil kord kolme aasta jooksul või vajadusel
sagedamini. Individuaalsete plaanide ülevaatus peaks
toimuma vähemalt kord aastas, kuivõrd kord kolme aasta
jooksul on eakate teenuse saajate puhul liigpikk periood.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
The criter ion is met, but the wording of improvement
10. criter ion 48
procedure in the qualit y manual of EAK has room f or
development. It should be made clear er, what is the
diff erence bet ween action pl an, improvement activit ies
and innovation projects.
Kriteer ium on täidetud, kuid par endust egevuste
protsessi kirjeldamise sõnastuses kvaliteedi
käsiraamatus on arenguruumi. Tuleks selgemalt välj a
tuua, mis vahe on tegevuskaval parendusprojektidel ja
innovatsioonipr ojektidel.
Person responsible / vast utaja: general manager
Due date / tähtaeg: June 2017
42
5. Closing remarks
The Day Care Cent re f or Elder ly people is a social welf are institut ion of
Pärnu Cit y, what or ganizers home care services and supporting ser vices
(transport, laundr y, bath) f or elder ly and disabled people, diff erent activit ies
(gymnastic, singing, handicr aft etc) and concerts, meetings, dances etc in
Day Care Centre.
The mission of EAK is to help the elder ly or those adults tem porarily in need
of help to cope wit h their lives in f amiliar surroundings - at home. EAK
creates possibilit ies f or comprehensive active lif e and aging being active at
the same time. The number of staff is 29 persons at the moment of which 2 0
are care takers.
The center is locat ed in Pärnu, in Metsa Street, where it f unctions in a
building especially designed f or the elderly center, buil in 2011. The cent er
shares its rooms with the organizat ions uniting elder ly people. The
organizat ion has near 200 home care clients at th e moment, over 400 people
can use its transportation ser vice and over 40 diff erent hobby groups meet in
the center.
Over three years the center has been managed by the new general manager,
who has created a signif icant qualitative change to the inst itution ' s
development through her dynamic activity. Preparat ions f or EQUASS qualit y
system began a few year s ago. Previously, there was no int egrated
management system , the documentation was incomplete and, f or example,
the web page did not exist at all. On the o ne hand, the checks done by the
Pärnu Cit y Governm ent helped to point out the def iciencies in the activit ies
of the organization. As a result the m anagement of the organizat ion was
improved, as well as the provision of the ser vice. On t he other hand, the
implementation of the qualit y system has brought about a major change to
the organization.
The whole personnel has collectively contributed to the preparations f or the
implementation of the qualit y system. Joint ly and by involving the staff the
principles of qualit y and ser vice standards were developed. Joint discussions
and cooperat ion has brought staff members closer to each ot her and cr eated
a sim ilar understanding of the goals of the organizat ion and the principles of
43
ser vice deliver y. The entir e staff w as t hinking along and took
co-responsibilit y f or the development of service qualit y.
EQUASS qualit y system preparation s brought along the revision of work
arrangement, common objectives and targets were agreed upon and, new
policies and guidance was creat ed, etc.
Today, the EAK cent er is reputable and well -known welf are agency in Pärnu.
The services off ered are of high qualit y and needed on the opinion of both –
the customers and partners . The center has systemat ic appr oach to planning
and doing the wor k, proper documentation and document management
system, a well-f unctioning and inf ormative website, contented, and hard -
working staff, a close collaboration bet ween the cit y gover nment and other
partners, as well as a general manager acting as a leader, who is respected
by the staff . The general manager is described as the kind of person who is
open m inded and warmhearted, wants to constantly lear n and evolve ,
pleasant personalit y, valuing and prot ecting the r ights of the employees ,
always willing to act and f ull of energ y.
Customers are satisf ied with the ser vices off ered by the staff and the care
and support provided to them. According to the clients, the off ered services
resolve all their troubles, and they ar e treated with respect by staff . Care
takers gained warm praise f rom customers and the ser vice q ualit y was highly
appreciated. Employees are trained and rewarded to the extent possible.
Employees expressed their satisf action with the employer and particular ly
they were ver y much keen on their work.
The auditor experienced on site that the social ser vice provider EAK
perf orms in compliance with t he EQUASS Assurance criter ia. The
inter viewed representatives of partners, financing bodies, em ployees of EAK
and persons ser ved conf irmed this, which was ref lecte d in their sat isf action.
The whole staff was kind and cooperat ive in introducing the work of EAK,
f inding necessar y evidential mater ials and shar ing inf ormation about f ulf illing
EQUASS cr iteria.
For the per iod of following two years, some improvement act ions were
agreed that are brought out i n part 4 of the audit report. An over view of
44
suggestions f or improvement that are mentioned under the specif ic criter ia is
given as well in part 3.
The impro vement areas included the f ollowing topics : creating a
development plan f or the organizat ion, issuing brochures about the ser vices
of EAK, more f requent review of the annual plan and documenting more
precisely about the monitor ing of the progress; recruiting addit ional
personnel, describing some procedures in more detail in t he qualit y manual,
conducting risk analysis by an outside expert, making the center better
accessible by wheel -chair, off ering services at week -ends and public
holidays, improving the system of internal auditing, more frequently
over viewing and assessing 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 qualit y assurance of the European Qualit y f or Social ser vices
were f ulf illed. The auditor was convinced that EAK is devoted to qualit y
assurance and improvem ent in its work and delivers qualit y services.
***
Eakate Avahoolduskeskus on Pärnu linnavalitsuse hallatav
hoolekandeasutus, mis pakub koduhooldusteenust ja se da t oetavaid
teenuseid (transporditeenus, pesu pesemine, saunateenus) Pärnu linnas
elavale eakale või ajutiselt kõrvalabi vajavale täiskasvanule, võimalusi
keskuses eakatele mitmekesiseks huvitegevuseks ja vaba aja veetmiseks
(võimlemine, laulm ine, käsitöö ) ja kontserte, kohtumisi, tantsimist jne
päevakeskuses.
Asutuse missiooniks on aidata Pärnu linnas vähenenud toimetulekuvõimega
eakal või ajut iselt kõrvalabi vajaval täiskasvanud inimesel võimalikult
paremini iseseisvalt talle harjumuspärases keskkonnas – kodus - toime tulla,
luua igakülgsed võimalused aktiivseks eluks ja tegusaks vananem iseks.
Asutuses töötab 29 inimest, kellest 20 on hooldustöötajad.
Eakate Avahoolduskeskus asub Pärnus Metsa tänaval, kus ta tegutseb
spetsiaalselt keskuse hooneks ehitatud ruumides alates 2011 . aastast.
Asutus jagab ruume eakate organisatsioonidega. Avahoolduskeskusel on
hetkel ligi 200 koduhooldusklienti, üle 400 inim ese omavad õigust kasutada
45
asutuse transporditeenust ja keskuses käib koos üle 40 erineva huvi ning
harrastusgrupi.
Üle kolme aasta on asutust juhtinud uus juhataja, kes on läbi oma jõulise
tegevuse loonud olulise kvalitat iivse muudatuse asutuse arengus. EQUASS i
kvaliteedisüsteemi ettevalm istused algasid mõned aastad tagasi. Varasemalt
ei olnud asutuses kasutus el ter viklikku juhtimissüsteemi, dokumentatsioon
oli puudulik ning näit eks kodulehte ei olnud üldse olemas. Ühest küljest aitas
asutuse kitsakohtadele tähelepanu pöörata Pärnu Linnavalitsuse poolne
järelevalve, mille tulemusena asut i par andama nii juht imis t kui ka teenuse
sisulist osutamist. Teisest küljest on suure muudatuse asut use tegevusse
kaasa toonud k valiteedisüsteem i rakendama hakkamine.
Asutuse ter ve kollektiiv on oma panuse andnud k valiteedisüsteem i
rakendamise ettevalmistusteks. Ühiselt ja tööta jaid kaasates on välj a
töötatud kvaliteedipõhimõtted ja teenuse osutamise standardid. Ühised
arutelud ja koostöö on lähendanud per sonali ning loonud sarnase arusaama
asutuse eesmärkidest ja töökor dadest. Kogu töötajaskond mõtles kaasa ja
võtt is kaasvast utu se teenuse k valiteedi tõstmiseks.
EQUASSi kvaliteedisüsteem i ettevalmistus tõi kaasa asutuse töökorralduse
ümber vaatam ise, lepiti kokku ühised eesmärgid ja sihid, loodi uued töökorrad
ja juhised jne.
Tänaseks päevaks on Eakate Avahoolduskeskus hea mainega ja tuntud
hoolekandeasutus Pärnu linnas. Pakutavad teenused on vajalikud ja
kvaliteetsed nii klientide kui ka koostööpartner ite ja rahastajate hinnangul.
Asutusel on süsteemne lähenemine töö planeer imisele ja tegemisele,
korrektne dokumentatsioon ja dokum endihaldussüsteem, hästi toimiv ja
inf ormatiivne koduleht, rahulolev ja töökas personal, tihe koostöö
linnavalituse ja muude partner itega ning eestvedajast kaasav juht, keda
töötajad austavad. Juhti kirjeldatakse kui sellist, kes on avatud ja südamlik,
tahab pidevalt õppida ja areneda, meeldiv isiksus ja avatud suhtleja töötajad
väärtustav ja nende õigusi kaitsev ning suure tegutsemistahte ja energiaga.
Asutuse kliendid on rahulolevad pakutavate t eenust ega ning
hooldust öötajate poolt pakutava soojuse ja to ega. Teenuse saajate sõnul
saavad kõik nende mured lahendatud ning neid koheldakse austusega.
Töötajad pälvisid klientide poolt soojasid kiidusõnu ning teenuse osutamise
46
kvaliteeti hinnat i kõrgelt. Töötajaid koolitatakse ja tunnustatakse võimaluste
piires. Töötajad välj endasid rahulolu oma tööandajaga ning eelkõige oli neile
hingelähedane nende poolt tehtav töö.
Kohapeal koges audiitor, et sotsiaalteenuse osutaja EAK tegutseb
vastavuses EQUASS Assurance kriteeriumitega. Intervjuud huvigruppide ja
rahastajat e esindaj atega, EAK töötajatega ja teenuse saajatega samuti
kinnitasid seda, mis väljendus nende rahulolus.
Kogu asutuse töötaj askond oli lahke ja koostööaldis EAK töö tutvustamisel,
vaj aliku tõendusmat erjali leidmisel ning inf ormatsiooni jagamisel EQUASS - i
kriteeriumit e 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.
Parendusvaldkonn ad hõlmasid järgmist: organisatsioonile arengukava
loom ine, EAK teenuse kohta brošüüride tegemine, iga-aastase tegevuskava
sagedasem läbivaatamine ja ülevaatuste tulem uste täpsem
dokumenteerim ine; täiendava personali vär bamine, mõningate protseduur ide
täpsem kirjeldamine kvaliteedi käsiraamatus, riskianalüüsi läbiviimine
väliseksper di poolt, keskuse paremini sissepääsetavamaks muutmine
ratastooliga, teenust e pakkumine nädalavahetust el ja riigipühadel, siseaudit i
süsteem i parendam ine, sageda sem individuaalse te plaanide ülevaatamine ja
hindamine.
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 EAK on pühendunud oma töös kvaliteedi tagamisele ja
täiustam isele ning osutab kvalit ee tseid t eenuseid.
Tallinn, 10. 06.2015
Mar iliis Männik -Sepp
EQUASSi auditor / EQUASS auditor
47
EQUASS ASSURANCE
ASUTUSE KÜLASTUSE
ETTEVALMISTAMISE VORM
Asutuse külastus: 2.-3. juuni 2015
Eakate Avahoolduskeskus
Audiitor: Mariliis Männik-Sepp
© 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 ik s al us ta t i EQ U A S S i r ak en dam is eg a ja m id a on k v a l it e ed i s üs te em i
rak en d am is eg a s a a v ut at u d?
2. M id a o l et e t ei n ud t e en us t e k v a l it e ed i t ag am i s ek s j a tõs tm is ek s om a as ut us es ?
3. K ui d as o n k va l it e e di s üs t e em i rak en dam i n e m õj ut an u d as ut us e j uht im is t j a
pers o n al ij uh t im is t ? M il l is e d m uut us ed o n t o i m unud ?
4. K irj e l d ag e om a as ut u s e p õh i pr ots es s e: pl a ne er im is e pro ts es s i, k es tv a ar e ng u
pro ts es s i ( PD C A ts ük l i) j a te e nus te os a ut am is e pr ots es s i r ak e nd am is t om a
as u t us es .
5. M il l is e d o n as ut us e hu v i gr u p i d? Ku i d as o n v ä lj a s e l g it at u d h u v igr u pp i d e o ot us e d
j a v aj a d us e d ? K u id as k üs it ak s e ne n de l t ta g a s is id e t?
6. K el l e ga ja m ill is t k oos t öö d t ee t e n in g m il l is t l is a v ä ärt us t s ee l äb i o l et e
s aa v u ta n ud ?
7. K ui d as k aas at ak s e te en us e s a aj a i d, pe rs o na l i j a m ui d h u v i gru pp e t e en us t e
are n d am is s e?
8. M il l is te k o guk o nn p õh i s te te g e vus t eg a ol e te s eo t ud o ln u d j a k u id a s üh is k o nn a le
l is a v ä är t us t pak k unu d ?
9. M il l is e id par e nd us pr oj ek te/ in n o va ts io o n ipr oj ek te o l et e e l lu v ii n u d?
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1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele
vastavuse küsimused / teemad:
EQ U AS S i k o n tak t is ik
As ut us e ju h at a j a
Te en us e s a aj a d
Huv i gr up i d
P er s o n a l
Juht im in e 1. K ir j e l d ag e T ei e as ut us e j u h tim is e
k or r al d us t j a a as t as e p l an e er im is e x
k or r al d us t ?
2. K as o l et e te a d li k ud as ut us e
m is s io o nis t, v is i oo n is t ja
x
v äär t us h i n na n gu tes t ? Pa l un
s õn as ta g e.
3. M il l is e id on T ei e as u tu s e
x x x
k va li t ee d ip õ h im õtt ed ?
4. K ir j e l d ag e, m il l is e i d as u t us e
te e nus e id te at e ning k uida s o le te x x
ne n des t t ea d a s aa n u d ?
5. K as T ei lt o n k üs it u d j a k uid as o n T ei l
v õ im al ik an da ta g as is i de t p ak ut a v at e x x
te e nus te k oh ta ?
6. K ui d as k ogu t e i nf ot ü h is k on n a
v aj a d us t e k oh ta n in g m i ll is e id
üh is k o nn a v aj a d us t e le / k og uk on na l e x
s uu n at u d te g e v us i o le te
k or r al d an u d ?
P er so na l 1. K ui d as j ä lg i tak s e t ee n us e
pak k um is eg a ots es e lt te g el e v at e x x
tö öt aj at e te g e vus t (p er i oo d i lis e lt )?
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3
2. K ui d as k a as a t ak s e p er s on a l i
te e nus te pl a ne er im is s e, ar e nd am is s e x x
j a h in d am is s e ?
3. K ui d as o n ta g at u d pe r s on a l ip o l i it ik a
x
k oos k õl a tö ös ea d us a n d lus e ga ?
4. K ui d as h i nn at ak s e tö ö taj at e
k om pet e nts us nõ u de i d n in g k u i das x x
tö öt i n gim us i?
5. K ir j e l d ag e as ut us e
m oti va ts io o n is üs t eem i j a k ui das x x
to im ub t öö t aj a te t u nn u s tam in e ?
6. K ui d as a na l ü üs i t ak s e
x
k ool i tus te g e vus e ef ek ti i vs us t ?
Õ igu se d 1 A. Se l g it ag e , k u id as T eid on
i nf or m eer it u d j a k u id a s t un n et e
„ k lie n ti d e õ i gus j a k oh us t us i“, t u ues
m õned nä i te d ?
x x
1 B. Kas o l et e t ea d l ik (T eid on
i nf or m eer it u d) om a õi g us t es t j a
k ohus tus tes t t ee n us e s aaj a na n i n g o le t e
an d ud v as t a va k in n i ta v a a l lk irj a ?
2 A. Ku i das on k orra l d at u d et te p an ek ut e
j a k ae b us t e m e ne t lem i ne ni n g ta g at u d
s e ll e pr o ts es s i as j ak ohas us j a
l äb i pa is t vus ? x x
2 B. Ku i das t e en us e s a aj a d s a a va d
es it ad a e tt e pa n ek ui d v õ i k ae b us i?
3. Ku i das a it ab t e en us e os ut aj a k aas a
pa ts ie n ti d e e nes em äär at l em is e l e j a x x
k uid as s e da ig a - a as t a s e lt h i nn a tak s e ?
4. Ku i das i nf orm eer it a k s e te e nus e x x
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4
s aaj at õi g us es t s a a da ees tk os tj at võ i
tu g i is ik u t j a k u id as s e da ig a - a as t as e l t
h in n at ak s e ?
5. Ku i das T e h i nd at e , k uid as T e i d
x
k ohe l dak s e t ee n us e s aaj at e na ?
E et i k a 1. K ui d as T e i d o n i nf orm eer i tu d
ee t ik ak ood ek s is t j a k u i das t u nn et e
x x
v as t a v ai d p õ him õt t ei d (to o ge
nä i te i d) ?
2. K ui s ag e l i v a ad at ak s e ü le j a
an a l üüs i tak s e (k oos p ers o n a l ig a)
k onf id e nts i aa ls us eg a s eo t ud n õ ud e d x x
n in g m i l l is e i d m uu d at u s i v i im at i
te ht i ?
3. M il l is e d on T e ie a s u tu s e te e nus t e
os u t am is e p õh im õt te i d n i ng x x
v äär t us h i n na n gu d ?
4. K ui d as p ääs e te li g i om a is ik l ik el e
x x
an dm et e le ? (k l i e nd i to i m ik )
5. K us on k irj e l d at ud /k l ie nt i de l e
k om m unik e er it u d j a k a s T e t e at e
x x
om a j a j u h at us e / j u htk on n a r o l l i j a
v as t ut us u la tus t ?
Koo st öö suh t ed 1. K el l e ga j a m il l is t k oos t öö d t ee t e
( s e lg i ta g e n äi d et e v ar a l, s h
x x
s ots i aa l v a ldk o n na p ar t ner i d,
r ah as taj a d, t ee n us e k as u t aj a d) ?
2. K ui d as k a as a t ak s e t e e nus t e x x x
ar e n d am is s e te e n us e s aaj a id ( ne n de
es in d aj a i d), t e en us e o s tj a i d j a
ha nk ij a i d ?
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3. K ui d as k a as a t ak s e (n e nd e) x x
v aj a d us t e v ä lj as e l gi t a m is e p ro ts es s i
hu v i gr up p e?
4. K ui d as a na l ü üs i t e j a h i nd at e x
k oos t öös t tu l e ne v at l is an d v ää rt us t ?
5. K ui d as o l et e r a hu l k oo s tö ö ga ? x
O s al em in e 1. K ui d as os a le v a d k l ie n d id vaj a dus te x x x
v ä lj as e lg i tam is el , t ee n us t e
p la n eer im is e l j a an a lü üs im is e l?
2. K as j a k u id as o n p ers on a l i k o ol i ta t ud x x x
te e nus e s a aj a te j õ us ta m is e t e em al
n in g k u i das s e e t o im ub i ga p äe v as es
e lus ?
3. K ui d as a it a b te e nus e os u t aj a k aas a x
te e nus e s a aj a te j õ us ta m is el e j a
m ill is e id m õõ de t a va i d tu l em us i o n
s aa v u ta tu d ?
4. K as j a k u id as o n t ee n us e s aaj at e x x x
os a l em is ek s vaj a l ik ud m eetm ed,
te g e vus e d j a k or d k oo s k õlas ta t ud
te e nus e s a aj a te g a v õ i ne n de
es in d aj a te g a?
5. K ui s ag e l i v a ad at ak s e ü le t e en us e x x
s aaj at e võ i n e nd e es i n daj at e
os a l em is e g a s eo t ud m ee tm ed n i ng
m ill is e d on ol n ud v i im as e d
m uuda t us e d ?
Is ik uk e sk su s 1. K ui d as o n k i nd l ak s t eh tu d x x
r ah as taj at e vaj ad us ed n in g t eis t e
o lu l is t e or g an is ats i o on i de
hu v i gr up p i de vaj a dus e d j a k u id as
ne n de g a ar v es t at ak s e ?
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2. K ui d as o l et e r a hu l t e e nus e pak k uj a x
as uk o ha g a?
3 A. Ku i das on t a ga tu d , et t ee n us e x x
os u t aj a p ak ub om a t ee nus e i d v as t a v al t
te e nus e s a aj a vaj a dus te l e?
3 B. Kas in d i v id u aa l n e te g e vus p la a n
v as t a b T e ie v aj a d us t e l e j a o ot us t e le ?
4. Ku i das v aa d at ak s e as u t us e p o o lt x
pak u ta v a id t e en us e id ü le , ar v es t a des
s am as t ee n us e s aaj at e o od at a v a t e
tu l em us te g a?
5. Kas in d i v id u aa l n e t eg e v us p l a an o n x x
k oos k õl as t at u d j a s e d a o n k orr ig e er it u d
v as t a v al t t ee n us e s a aj a ta g as is i d e le ?
Lai ah a ar de li su 1. K ui d as ta g at e , et p ers on a l i l on üh tn e x x
s ar us a am pe am is t es t t e en us e
os u t am is e pr ots es s id e s t j a en d a
v as t ut us es t n e nd es ?
2. K ui d as k as ut at e m ult i d is ts i p l in a ars e t x
l äh e nem is t k l ie n di l e i n d i vi d ua a ls e
te g e vus p la a n i k o os t a m is el j a
r ak en d am is e l?
3. K ui d as ta g at e , et t e en us e s aaj a x x
e luk v a l it ee t o n i n di v i d ua a ls el t
m äärat l et u d te e nus e s aaj a v õ i t em a
per ek o nn a p oo l t?
4. K ui d as ta g at e j a h i nd a te t e en us e x x
j ätk u vus t h i nn at ak s e i ga - a as t as e lt ?
5. K ui d as o n ta g at u d te e nus t e j a x
pr o gr am m id e os u t am is e l ü lem i nek ut e
s uj u v us ?
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T ulemu st el e 1. K ui d as v õrr e ld ak s e k l i en d i x
ori en t e e rit u s i nd i v i du a a ls e t e ge v us p la a ni t u l em us i
os u t at ud t e en us te t u le m us teg a e hk
k uid as i g a i nd i v i du a a l ne pl a an
pa n us t a b ü ld is es s e te en us e
tu l em us l ik k us es s e ?
2. K ui d as m õõ d et ak s e te en us e x x
ha nk ij a t e / te l l ij a t e j a r ah as taj at e
r ah u l o lu ?
3. K el l e l e j a m il l is t ü le v a ad e t an t ak s e x x
as u t us e t e ge v us es t n i ng k as s ee on
s i htr ühm a de l e ar us a a d a vas k ee l es ?
4. K ui d as h i nn at ak s e as u tus e t eg e v us t e x
tu l em us te l is a v ä ärt us t ?
Pi dev a r eng 1. K ir j e l d ag e P DC A ts ük l i t o im im is t om a x
as u t us es ?
2. K ui d as o l lak s e k urs is hu v i gr up p i de x
uu t e j a m uu tu v a te vaj a dus t eg a ?
T oog e n ä it e id hu v i gr u pp i d e
es il ek erk in u d v aj a d us t es t
3. T oog e n ä it e id in n o va a ti l is tes t x x
tö öm eet o d it es t /
i nn o v ats i oo n i proj ek ti d es t ?
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2. Nõutav dokumentat sioon
EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e
v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n :
1. K v al i te e d i k äs ir a am at
2. T ege v us k a va 20 1 5
3. A as t aa r u a nn e 2 0 14
4. P ers o n a li p o l ii t ik a
5. T ööt aj a te am etij u he n d i d j a tö ö ül es an n et e k irj el d us e d
6. K oo l it us p la a n 2 01 4
7. E ak ate A v ah o oo l d us k es k us e s is ek orr a ees k irj ad , s e l le g a tu t v un ut e n im ek iri
8. T een us e os ut am is e k o r d
9. K l ie n d i õ ig us ed j a k oh us t us ed
10 . K oos tö ö l ep i n gu d j a - k ok k ule pp e d
11 . E et ik ak oo dek s
12 . Pr i v aa ts us p o li i t ik a
13 . Et t ep a nek ut e j a k ae bu s te la h en d am is e k or d
14 . Ris k i a na l üüs
15 . K oos o l ek ute pr o tok o l l i d
S am uti p a lum e a u d i i tor i j aok s v a lm is p an n a t a ot l us d ok um en d is m ärg it ud
ü lej ää n ud t õ e nd us dok um end i d .
3. Personali, teenuse saajate ja tei ste 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 ) :
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Juhtkond Kestvus
1. As u tus e j u h at aj a H e l i K a ll as m aa 60 m in ut i t
Personal Kestvus
1. a dm in is tr a ts io o n is t 2 tö ö taj at – S am al aj al - k ok k u 3 0 m inut i t
nä i tek s Ka tr i n S i im , j u ha t aj a as et ä itj a
hu v i te g e vus e a l a l j a M ar ik a R a i en d,
adm i n is tr aa t or - k l ie n di t ee n i nd aj a
3. K ak s ho o l dus t öö taj at S am al aj al - k ok k u 3 0 m inut i t
Teenuse saajad Kestvus
1. G r u p i in ter vj u u ( 2- 3 t e en us e s a aj at ; K ok k u k uni 3 0 m i nu t it
as u t us e es i n daj a v õ i b j uur es v i i b id a)
Teised huvigrupid Kestvus
1. Ko os t ö öp ar tn er i d ( 2 p ar t n er it as u tus e In ter vj u ud 1 5 m in + 15 m in, k ok k u 30
v a lik u l) m inut i t
2. R a has taj a 30 m in ut i t
4. Asutuse külastuse ajakava
02 . 06 .2 0 15 P äev 1
Ae g T egev us ( l üh ik e k irj e l dus )
8. 0 0- 8 .1 5 Av a k oo sol e k
8. 1 5- 1 2. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 . 00- 1 3. 0 0 Lõ u na p aus
13 . 00- 1 3. 3 0 Int erv j uu pe r son al ig a (a dmi ni st rat s ioon i t ööta ja d)
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13 . 30- 1 3. 4 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
13 . 45- 1 4. 1 5 Int erv j uu pe r son al ig a ( hoo ldu stö öta ja d)
14 . 15- 1 4. 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
14 . 30- 1 5. 0 0 Int erv j uu ko ost ööp a r tne rit eg a
15 . 00- 1 5. 1 5 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
15 . 15- 1 5. 4 5 Int erv j uu r ah as ta ja ga
15 . 45- 1 7. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
03 . 06 .2 0 15 P äev 2
Ae g T egev us ( l üh ik e k irj e l dus )
8. 0 0- 1 0. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
10 . 00- 1 0. 3 0 Int erv j uu t e enu s e s a aj at eg a
10 . 30- 1 2. 0 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
12 . 00- 1 3. 0 0 Lõ u na p aus
13 . 00- 1 4. 0 0 Int erv j uu a sut u s e juh ata j ag a
14 . 00- 1 4. 3 0 Dok um en ta ts io o ni ül e v aa t us , vorm i de t ä itm i n e
14 . 30- 1 5. 0 0 Lõpu koo so le k
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EQUASS ASSURANCE APPLICATION
ADDITIONAL INFORMATION
1. Short information about the organisation in the nati ve language
E ak ate A v ah o ol d us k es k us on P är n u l i n na v a l its us e h al l at a v h o ol ek an d eas u tus , m is
pak u b:
a) k odu ho o l dus te e n us t j a s e d a t o et a va i d t e e nus e i d (tr a ns p or d it ee nus , pes u
pes em in e , s a un at e en u s ) Pär n u l i nn as e l a v a l e e ak al e võ i aj ut is e lt k õrva l a b i
v aj a v a le t ä is k as va n u le ;
b) v õ im al us i M ets a t 1 0 k esk us es e ak at e le m itm ek es is ek s hu v it e ge v us ek s j a
v ab a aj a v e etm is ek s ;
S eis u g a 0 1. 04 . 20 1 5 on m ei l 19 4 k od uh o o ld us k l i e nt i , ü l e 4 00 in im es e om av ad
õ ig us t k as ut ad a s o o d u s h i n na g a tr ans p ord i t ee n us t j a M ets a t . 1 0 k es k us es k äib
k oos ül e 4 0 er i ne v a h u v i n i ng h ar r as t us gr up i .
2. Short information about the organisation in English (acti vities,
clients, etc.)
“ T he D a y C ar e C e ntr e f or E l der l y p eo p le ” is s oc ia l we lf ar e ins t it ut i on of P är nu C it y,
wh at org a n i zer s :
a) hom e c ar e s er v ic es a nd s u p p ort i ng s er v ic e s (tr ans p ort , l a un dr y, ba t h ) f or
e ld er l y a nd d is a b le d p eo p l e;
b) d if f er e nt ac t i vi t ies ( g ym n as t ic , s i ng i ng , ha n d ic raf t e tc ) a nd c o nc e rt s ,
m eeti n gs , d a nc es etc i n Da y C ar e C en tre .
W e ha ve :
a) 19 4 h om e c ar e c li e nts at t h e m om ent ;
b) o ver 40 0 p e op l e c a n u s e o ur tra ns po rt at i on s er v ic e ;
c ) o ver 40 d if f er en t h ob b y g r o ups in our c e n tre .
3. Name of the organisation as you w ould w ant it to appear on the
EQU ASS Assurance certificate
Eakate Avahoolduskeskus
4. Name of services / departments of the organi sation i n the scope of
the application as you w ould w ant it to appear on the EQU ASS
Assurance certificate:
Koduhooldusteenused
5. Organisation’s logo
Information to be published on EQUASS website:
Name of the organi sation : Eakate Avahoolduskeskus
Post address: Estonia, 80024 Pärnu, Metsa 10
Director: Heli Kallasmaa
Contact person: Heli Kallasmaa
Email:
[email protected]
Web: w ww.avahool duskeskus.ee
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Maarika Aro
Saatja: Maarika Aro
Saatmisaeg: 11. juuni 2015. a. 11:44
Adressaat: 'guusbeek'; 'Marie Dubost'
Koopia: Keiu Talve
Teema: Pärnu Eakate Avahoolduskeskuse audit raport
Manused: Additional Information Form.doc; Eakate Avahoolduskeskuse
_EQUASS_taotlusvorm.xlsx; EQ_Audit Report_Parnu_Eakad.doc; Kohapealse
kulastuse vorm.docx
Dear Marie, Dear Guus,
Attached you’ll find an audit report and other documents of Pärnu Eakate Avahoolduskeskuse EE2015-007.
Please let Keiu to know in case there are some comments about the report.
Best regards,
Maarika
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