Vari auditi raport Brüsselisse

Maarika Aro Saatja: Maarika Aro Saatmisaeg: 28. mai 2015. a. 9:45 Adressaat: 'guusbeek' Teema: Triin Kraavi shadaow audit report Manused: Lisa 2 Shadow audit report_Triin Kraavi.docx Dear Guus, Triin Kraavi has gone through the shadow-audit and she completed a shadow- audit report. Please review and give some feedaback to Keiu! Best, Maarika 1 EQUASS Shadow audit report Nam e of t h e o bs er v er T rii n Kr a a vi Nam e of t h e a ud i tor E pp S il l as t e Nam e of t h e a ud i te d o r ga n is at i on T al li n n S u pp or t Ce n t er J uk s (T all i nn a au d it e d T ugik es k us J uk s ) Da tes of t he au d it 14 .- 15 .0 5 .2 0 15 EQ U AS S Lic e ns e H o l d er As t a ng u Voc a ti o n al Re ha b i li t at i on Ce ntr e Nam e of EQ U A S S c o o r d in at or K ei u T al v e A b r ief d es c ri pt io n of t h e ob s e rv at ion of t he au dit . <In this section the shadow auditor reflects on the observations during the audit and the p e r f o r ma n c e o f t h e s o c i a l s e r v i c e p r o v i d e r i n r e l a t i o n t o t h e E Q U A S S A s s u r a n c e criteria> B a s e d o n t h e d o c u m e n t a t i o n r e vi e w e d b e f o r e a n d d u r i n g a u d i t a n d e vi d e n c e g a t h e r e d d u r i n g i n t e r vi e w s i t i s m y o p i n i o n t h a t t h e s e r vi c e p r o vi d e r m e e t s t h e r e q u i r e m e n t s o f t h e E Q U A S S A s s u r a n c e c r i t e r i a . I t w a s p r o ve n t h a t t h e E Q U A S S p r i n c i p l e s we r e n o t o n l y s t a t e d o n p a p e r b u t we r e e m b e d d e d i n t o t h e o r g a n i s a t i o n a l c u l t u r e . I g o t e vi d e n c e t h a t t h e c u s t o m e r s , p a r t n e r s a n d s t a k e h o l d e r s w e r e s a t i s f i e d w i t h t h e s e r vi c e a n d t h e e m p l o ye e s we r e s a t i s f i e d wi t h t h e i r j o b . I c o u l d s e e t h a t t h e c o n t i n u o us d e ve l o p m e n t c yc l e ( P D C A ) wa s u s e d t h r o u g h o u t t h e o r g a n i s a t i o n e i t h e r t o i m p r o ve s e r vi c e s o r personal development of customers and personnel. P re pa r ati on of t h e a u dit <In this section the shadow auditor reflects on how the audit has been prepared and expresses his/her individual experiences of the preparation> B e f o r e t h e a u d i t Ta l l i n n S u p p o r t C e n t e r J u k s s e n t a p p l i c a t i o n f o r m wi t h a d d i t i o n a l materials (quality principles). Social s e r vi c e p r o vi d e r h a s ve r y i n f o r m a t i ve website ( w w w . j u k s . e e ) w h e r e m o s t o f t h e n e c e s s a r y d o c u m e n t a t i o n wa s a b l e t o f i n d ( m i s s i o n , vi s i o n , c o r p o r a t e va l u e s , a n n u a l p l a n s a n d i t s re p o r t s f r o m p r e vi o u s ye a r s , s a t i s f a c t i o n s u r ve ys , p o l i c y o f e t h i c s , c l i e n t r i g h t s a n d d u t i e s e t c . ) . S o i t wa s p o s s i b l e t o g e t ve r y g o o d o ve r vi e w o f t h e o r g a n i s a t i o n , i t s s e r vi c e s a n d o p e r a t i n g p r i n c i p l e s b e f o r e h a n d a n d t o f i n d e vi d e n c e f o r m a n y o f t h e E Q U A S S i n d i c a t o r s . F o r u n e xp e r i e n c e d a u d i t o r I f o u n d i t t o b e a l it t l e b i t d i f f i c u l t t o d e c i d e i f t h e e vi d e n c e f o u n d i n t h e we b s i t e w a s s u f f i c i e n t e n o u g h t o b e ve r i f i e d o r s h o u l d I g e t a d d i t i o n a l e vi d e n c e / c o n f i r m a t i o n f r o m t h e i n t e r vi e ws o r d o c u m e n t a t i o n a t t h e s i t e vi s i t . Doc um ent at i on r ev i e w < I n t h i s s e c t i o n t h e s h a d o w a u d i t o r r e f l e c t s o n t h e w a y t h e d o c u me n t a t i o n a t t h e s i t e v i s i t has been reviewed, the challenges in reviewing and his/her individual experiences of r e v i e w i n g d o c u me n t a t i o n > S o c i a l s e r vi c e p r o vi d e r w a s ve r y w e l l p r e p a r e d – a l l n e c e s s a r y d o c u m e n t a t i o n wa s r e a d y e i t h e r o n p a p e r o r i n e l e c t r o n i c f o r m a t t h e s i t e . I f a u d i t o r wa n t e d t o s e e a n y o t h e r d o c u m e n t , i t wa s p r o vi d e d wh e n a s k e d . A u d i t o r wa s we l l p r e p a r e d a n d s t a r t e d t o c h e ck t h e d o c u m e n t a t i o n f r o m t h e c l i e n t p o i n t o f vi e w ( p e r s o n c e n t r e d , p a r t i c i p a t i o n ) . Th e r e wa s a e xt r a t i m e p l a n n e d d u r i n g t h e s e c o n d d a y t o c h e c k t h e d o c u m e n t a t i o n a s we l l . F o r u n e xp e r i e n c e d a u d i t o r i t i s e a s i e r t o c h e c k t h e d o c u m e n t a t i o n b y g o i n g t h r o u g h a l l E Q U A S S i n d i c a t o r s s t a r t i n g s t e p b y s t e p f r o m t h e f i r s t i n d i c a t o r . Th e m o d e l i s s t i l l a l i t t l e b i t h a r d t o c o m p r e h e n d a n d t o s e e c l e a r l y t h e l i n k s b e t we e n d i f f e r e n t i n d i c a t o r s . Int erv i ew <In this section the shadow auditor reflects on what way the interviews at the site visit took place, the challenges of interviewing clients, staff and other stakeholders and his/her individual experiences of interviewing clients, staff and other stakeholders > W e vi s i t e d 3 s i t e s a n d c o n d u c t e d 2 i n t e r vi e ws w i t h c l i e n t s , 3 i n t e r vi e ws wi t h s t a f f , 3 w i t h stakeholders (parents, co-operation partners and funder). Auditor had prepared the q u e s t i o n s a n d m o d i f i e d t h e m a c c o r d i n g t o n e e d . A l l p e r s o n s i n t e r vi e w e d we r e ve r y c o - o p e r a t i ve a n d I did not see any difficulties d u r i n g i n t e r vi e w s . A u d i t o r u s e d o p e n q u e s t i o n s , l i s t e n e d t h e a n s we r s ve r y we l l a n d c o n n e c t e d t h e f o l l o wi n g q u e s t i o n s wi t h t h e a n s we r s g i ve n b e f o r e . D u r i n g d i f f e r e n t i n t e r vi e w s m o s t o f t h e s a m e q u es t i o n s we r e a s k e d t o ve r i f y t h e c o m m o n u n d e r s t a n d i n g t h r o u g h o u t t h e o r g a n i s a t i o n . I g o t e xp e r i e n c e h o w t o a s k o p e n q u e s t i o n s , h o w t o l i s t e n t h e a n s w e r s a n d h o w t o u s e 2 s i m p l e r l a n g u a g e wi t h t h e c l i e n t s . Fe ed b ac k on p erf or m an ce of t h e so ci al se rv i ce p rov id e r <In this section the shadow auditor reflects on the way feedback is given to the social s e r v i c e p r o v i d e r ( o p e n i n g me e t i n g a n d c l o s i n g m e e t i n g ) a n d d u r i n g t h e s i t e v i s i t i n c l u d i n g h i s / h e r i n d i v i d u a l e x p e r i e n c e s o f p r o v i n g f e e d ba c k t o t h e s o c i a l s e r v i ce p r o v i d e r d u r i n g the site visit> D u r i n g o p e n i n g m e e t i n g t h e a u d i t o r e xp l a i n e d t h e r e a s o n o f t h e a u d i t , i n t r o d u c e d t h e audit process and programme. During closing meeting the auditor thanked the p a r t i c i p a n t s , s u m m a r i ze d t wo a u d i t d a ys , e xp l a i n e d t h e p r o c e s s a f t e r t h e a u d i t a n d g a ve s h o r t o ve r vi e w o f t h e i m p r o ve m e n t s u g g e s t i o n s . Mo s t o f t h e i m p r o ve m e n t s u g g e s t i o n s t h a t w e f o u n d d u r i n g t h e a u d i t w e r e t h e s a m e t h a t t h e s e r vi c e p r o vi d e r i t s e l f a d d e d t o t h e i r t wo - ye a r i m p r o ve m e n t p l a n . P er so na l o bs e rv at ion s. <In this section the shadow auditor reflects on his / her personal experiences and opinion a b o u t t h e a u d i t . ( E s p e c i a l l y t h e l e a r n i n g mo me n t s ) > I l e a r n e d t h a t g o o d p r e p a r a t i o n a n d e xc e l l e n t t i m e m a n a g e m e n t d u r i n g s i t e vi s i t i s t h e k e y o f a s u c c e s s f u l a u d i t . A l t h o u g h we h a d 3 d i f f e r e n t s i t e s t o vi s i t d u r i n g t w o d a ys we d i d n o t h a ve a n y p r o b l e m s wi t h t i m e m a n a g e m e n t . W e h a d t h e a d va n t a g e t h a t t h e r e wa s e n o u g h m a t e r i a l s p u b l i s h e d a t t h e we b s i t e , s o w e we r e a b l e t o d o a l o t o f w o r k b e f o r e t h e a u d i t . I g o t g o o d i d e a s h o w t o c a r r y o u t i n t e r vi e w s a n d h o w t o a s k t h e q u e s t i o n s t o g e t t h e i n f o r m a t i o n t h a t I n e e d . R e a d i n g t h e a u d i t r e p o r t g a ve m e a n i d e a h o w i t s h o u l d b e w r i t t e n , w h a t k i n d o f e vi d e n c e s m u s t b e m e n t i o n e d a n d h o w t o w r i t e i m p r o ve m e n t suggestions. Note: The programme of the audit (site visit) must be attached to this report. 3 Audit programme 1 P ÄEV 9.00-9.30 Avasõnad, auditi protsessi tutvust us, tutvumine keskusega 9.30-12.30 Tutvum ine dokumentatsiooniga 12.30-13.00 Lõunapaus 13.00-13.30 Inter vjuu teenuste k valiteedi eest vastutava inim esega 13.45-14.30 Inter vjuu personaligrupiga nr 1* (Arenduskeskuse töötajad) 14.30-15.15 Kohtumine kliendigrupiga nr 1** (Arenduskeskuse kliendid) 15.45-16.15 Kohtumine personaligrupiga nr 2* (Ööpäevase h ooldamise keskuse personal aadressil Kadaka tee 153 ) 16.15-17.00 Koht umine klientide vanematega (Ar enduskeskuse ja Töökeskuse klientide vanemad aadressil Kadaka tee 153 ) 2 P ÄEV 9.00-9.30 Inter vjuu personaligrupiga nr 3**( Töökeskuse personal aadressil Ehitajate tee 82 ) 9.30-10.00 Inter vjuu kliendigrupiga nr 3* (Töökeskuse kliendid) 10.00 Kiire tut vum ine Töökeskusega (dokumentatsiooniga on võimalik tutvuda Arenduskeskuses) tagasisõit Arenduskeskusesse 10.30-11.30 Auditi dokumentatsiooni koostamine 11.30-12.15 Inter vjuu peamiste koostööpartneritega*** 12.15-12.45 Inter vjuu rahastajaga 12.45-13.15 Lõuna 13.15-13.45 Inter vjuu direktoriga 13.45-16.00 Auditi dokumentatsiooni koostamine 16.00 Auditi lõpetamine ja tagasiside andm ine Approved by auditor Epp Sillaste 27.05.2015 4