Kiri välja Babysport OÜ auditi raport Brüsselisse

EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language 2004. aastal asutati Babysport OÜ 2006. aastal sõlmiti leping SK A-ga rehabilitatsiooniteenuse osutamiseks 2008. aastal al ustas tööd Last ekeskus Lastekeskuse eesmärgiks on kaasa aidata endaga häst i toime tuleva ning teistega arvestava lapse arengul e kaasates erinevaid huvigruppe. Lapse arengu toetamisel on oluline, et erinevad süst eemid (lastekeskus, erinevad spetsialistid, kodu, lasteaed, kool )toetavad lapse arengut koordineeritult koostöös ja süstemaatiliselt. Lähtume oma töös varajase sekkumise printsiibist. Varajase sekkumise käsitlus ühendab endas tervishoiu -, haridus,-ja sotsiaalvaldkonda, et kaitsta laste tervi st ja heaolu minimalis eerides arengu hilistumist ja ennetamaks funktsi onaalseid häirei d Kaasa aidata eri vajadusega lapse või metekohasele arengule ja toetada lapse perekonda, selleks tuleb välja selgitada lapse eakohast arengut takistavad probl eemid võimalikult vara. Lastekeskuses on võimalik eri vajadustega last el koos tavalastega osaleda nii muusika, - võimlemis, - kui ka loovtundides. Lastekeskus on sotsiaalse suhtlemise koht ka vanematele, kus vanemad saavad jagada nii rõõme, kogemusi kui ka muresid teist e vanematega ning osaleda koolit ustel lapse psühhomotoorsest arengust. Lastekeskus on ka praktika baas TÜ füsioteraapia eriala üliõpilastele. 2. Short information about the organisation in English (acti vities, clients, etc.) Bab ysport OÜ w as founded in 2004. During the year 200 7 a contract w as concluded w ith Social Securit y Office to provide rehabilitation service. 1 In 2008 a Centre for Children w as opened. There w ere eleven employees w orking in Centre f or Children in 2012 - three physiot herapists w ho are w orking full time, tw o speech therapi sts w ho are w orking part time, one psychol ogist w orking part time, one social w orker and rehabilitation doctor w orking under the agency contract, one secretary assistant w orking full time, one bab y school and music teacher and one yoga instructor. There is also one physiot herapist w ho has taken a child care leave. Man y employees are w orking under an agency contract or part time because of t he firm peculiarit y, w here 50 % of clients are in kindergarten or school age. During the year 2013 one physi otherapist is coming back from the chil d care leave, and one new baby school and music teacher w as hired. Since 2013 the child care servi ce is also available in Centre for Children. In 2013 Centre for Children is providi ng the follow ing service s: - Rehabilitation - Devel opmental treatment - Group gymnastics - Bab y school - music lessons - Creati ve room and lessons - Speech therapist service - Psychologist service Additionall y there is possibilit y to use the child care service and partici pate in yoga lessons. The aim of the Centre for Children is to contribute the child development and help the children to have better coping and soci al skills. We believe that is important for child development that different institutions ( Centre for Children, kindergarten, sc hool, different specialists) cooperate and are s ystematicall y w orking together in coordination. In our w ork w e are follow ing the principle of earl y intervention. Earl y intervention princi ple combines health, education, and social areas, in order to protect children's health and w ell -being and is minimizing the risk of late development and hel ps t o prevent functional disturbances. It is necessar y t o find out the probl ems that are disturbing the child development as earl y as possible to help the children w ith special needs and support their families. 2 At Children for Centre the children w ith special needs can take part of music, gymnastics and creati ve lessons together w ith other children. Children for Centre is also an important place for children parents w here they can socialise w ith other parents and share their probl ems and experiences and participate courses about child's psychomotor development. Children f or Centre is also a base f or internshi ps for the students of Uni versit y of Tartu. 3. Name of th e organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate Bab ysport OÜ 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 : 5. Organisation’s logo Information to be published on EQUASS website: Name of the organi sation : Babysport OÜ Post address: Pepleri 5 Tartu, Tartumaa , Estonia 51003 Director: Urmi Kukk Contact person: Eve Krüger Email: babysport@ hot.ee Web: w ww.babysport.ee 3 4 EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 28.-29.11.2013 OÜ Babysport Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS)Tõrge! Järjehoidja nime pole antud. Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQUASS Assurance taotlusvormile ja antud lisainformatsioonile põhinedes palume teil ettevalmistuseks vast ata järgnevatele selgitust nõudvatele küsimustele: Üldised teemad (max. 10 küsimust) 1. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma asutuses? 2. Kuidas olete taganud asutuse personali pädevuse ja arendamise? 3. Kuidas olete asutuses korral danud teenuse saajate õiguste kaitsmise? 4. Millised on asutuse eetilised põhimõtted? 5. Kellega ja millist koostööd asutus teeb ning millist lisaväärtust seeläbi on saavutatud? 6. Kuidas saavad teenuse saajad osaleda teenuste arendamisel ? 7. Kuidas selgitatakse välja teenuse saajate vajadused ja kuidas neid arvestatakse asutuse tegevuste täiustamisel? 8. Kirjeldage asutuse teenuste osutamise protsessi ja holistilist lähenemist teenuse kasutajale? 9. Kirjeldage kestva arengu tsükli rakendamist oma asutuses. 10. Tooge näiteid innovaatilistest lahendustest oma asutuses. Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused/ teemad: Teenusesaajad Huvigrupid Personal Juhatus Juht im in e 1. Kas olete teadlikud asutuse missioonist, visioonist ja x väärtushinnangutest? Palun sõnastage. 2. Milliseid on asutuse x x kvaliteedipõhimõtted? 3. Kuidas on Teil võimalik anda tagasisidet pakutavate teenuste x x kohta? 4. Kirjeldage, milliseid asutuse teenuseid teate ning kuidas olete x x nendest teada saanud? 5. Milliseid kogukonnale suunatud tegevusi olete teinu d ja kuidas annate lisandväärtust x kogukonnapõhistesse tegevustesse? 6. Milliseid ühiskonna vajadustele vastavaid mõõdetavaid tulemusi x olete kogukonnapõhiste tegevuste kaudu saavutanud? P er so na l 1. Kuidas jälgitakse teenuse pakkumisega otseselt tegelevate x x töötajate tegevust (perioodiliselt)? Version 1.0 3  2. Kuidas kaasatakse personali teenuste planeerimisse, x x arendamisse ja hindamisse? 3. Kuidas on tagatud personalipoliitika kooskõla x tööseadusandlusega? 4. Kuidas hinnatakse juhtkonna, personali ja vabatahtlike x x töötingimusi? 5. Kuidas toimub töötajate x x tunnustamine? Õ igu se d 1A. Selgitage, kuidas Teid on informeeritud ja kuidas tunnete „klientide õigus ja kohustusi“, tuues mõned näited? x x 1B. Kas olete teadlik (Teid on informeeritud) oma õigustest ja kohustustest teenuse saajana ning olete andud vastava kinnitava allkirja? 2A. Kuidas on korraldatud ettepanekute ja kaebuste menetlemise kord ning tagatud selle asjakohasus ja läbipaistvus? x x 2B. Kuidas teenuse saajad saate esitada ettepanekuid või kaebusi? 3A. Kuidas aitab teenuse osutaja kaasa patsientide enesemääratlemisele ja kuidas seda x x iga-aastaselt hinnatakse ? 3B. Kuidas teenuse osutaja aitab Version 1.0 4  kaasa teie enesemääratlemisele? 4. Kuidas informeeritakse teenuse saajat õigusest saada eestkostjat või x x tugiisikut ja kuidas seda iga -aastaselt hinnatakse? 5. Kas teid on koheldud austusega? x E et i k a 1. Kuidas Teid on informeeritud eetikakoodeksist ja kuidas tunnete x vastavaid põhimõtteid (tooge näiteid)? 2. Kui sageli vaadatakse üle ja analüüsitakse (koos personaliga) konfidentsiaalsusega seotud x x nõuded ning milliseid muudatusi viimati tehti? 3. Kui hästi tunnete teenuste osutamise põhimõtteid ning x väärtushinnanguid (tooge näiteid)? 4. Kuidas pääsete ligi oma isiklikele x andmetele? (klienditoimik) 5. Kus on kirjeldatud ja k as teate oma x rolli ja vastutusulatust? Koo st öö 1. Kellega ja millist koostööd tehakse (selgitage näidete varal, sh x x sotsiaalvaldkonna partnerid, rahastajad, teenuse kasutajad)? 2. Kuidas kaasatakse teenuste x x x arendamisse teenuse saajaid (nende esindajaid), teenuse ostjaid ja hankijaid? 3. Kuidas kaasatakse (nende) x x Version 1.0 5  vajaduste väljaselgitamise protsessi huvigruppe? 4. Kuidas analüüsite ja hindate x x koostööst tulenevat lisandväärtust? 5. Kuidas olete rahul koostööga? x x O s alu s 1. Kuidas osalevad kliendid vajaduste x x x väljaselgitamisel, teenuste planeerimisel ja analüüsimisel? 2. Kas ja kuidas on personali x x x koolitatud teenuse saajate jõustamise teemal ning kuidas see toimu igapäevases elus? 3. Kuidas aitab teenuse osutaja x kaasa teenuse saajate jõustamisele ja milliseid mõõdetavaid tulemusi on saavutatud? 4. Kas ja kuidas on teenuse saajate x x x osalemiseks vajalikud meetmed, tegevused ja kord kooskõlastatud teenuse saajatega või nende esindajatega? 5. Kui sageli vaadatakse üle teenuse x x saajate või nende esindajate osalemisega seotud meetmed ning millised on olnud viimased muudatused? Is ik uk e sk su s 1. Kuidas on kindlaks tehtud x x rahastajate vajadused ning teiste oluliste organisatsioonide huvigruppide vajadused ja kuidas Version 1.0 6  nendega arvestatakse? 2. Kuidas olete rahul teenusepakkuja x asukohaga? 3A. Kuidas on tagatud, et teenuse x x osutaja pakub oma teenuseid vastavalt teenuse saaja vajadustele? 3B. Kas individuaalne tegevusplaan vastab Teie vajadustele ja ootustele? 4. Kuidas vaadatakse asutuse poolt x pakutavaid teenuseid üle, arvestades samas teenuse saajate oodatava te tulemustega? 5. Kas individuaalne tegevusplaan on x x kooskõlastatud ja seda on korrigeeritud vastavalt teenuse saaja tagasisidele? Lai ah a ar de li su s 1. Kuidas asutus tagab, et personalil x x on ühtne arusaam peamistest teenuse osutamise protsessidest ja enda vastutusest nendes? 2. Kuidas asutus hindab teenuse x osutamise protsessi, et tagada teenuse saajate vajadustele ja huvidele vastavalt sujuvust üleminekul? 3. Kuidas asutus kasutab x x multidistsiplinaarset lähenemist kliendile individuaalse tegevusplaani koostamisel ja rakendamisel? 4. Kuidas asutus tagab, et teenuse x x saaja elukvaliteet on Version 1.0 7  individuaalselt määratletud teenuse saaja või tema perekonna poolt? 5. Kas ja kuidas teenuse jätkuvust x x hinnatakse iga -aastaselt? 6. Kuidas on tagatud teenuste ja x x programmide osuta misel üleminekute sujuvus? T ulemu st el e 1. Kuidas võrreldakse kliendi x ori en t e e rit u s individuaalse tegevusplaani tulemusi osutatud teenuste tulemustega ehk kuidas iga individuaalne plaan panustab üldisesse teenuse tulemuslikkusesse? 2. Kuidas mõõdetakse teenuse x x hankijate / tellijate ja rahastajate rahulolu? 3. Kuidas on tagatud asutuse x tegevuse kooskõla seadusandlusega? 4. Kellele ja millist ülevaadet antakse x x asutuse tegevusest ning kas see on sihtrühmadele arusaadavas keeles? 5. Kuidas kogutakse huvigruppidelt x x tagasisidet aastaaruandes kajastatud tulemuste kohta? Pi dev a r eng 1. Kirjeldage PDCA tsükli toimimist x x oma asutuses? 2. Kuidas ollakse kursis huvigruppide x uute ja muutuvate vajadustega? Version 1.0 8  Tooge näiteid huvigruppide esilekerkinud vajadustest 3. Tooge näiteid innovaatilistest x x töömeetoditest? 4. Tooge näiteid x innovatsiooniprojektidest? 5. Millised olid viimase kvaliteedi x parendamise projekti tulemused? 2. Nõutav dokumentatsioon EQUASS Assurance taotlusesse märgit ud infole ja lisadele põhinedes palume vaatluseks ette valmistada järgnev dokumentatsioon: 1. Aastaplaani koostamise protsess 2. Juhatuse tööülesanded 3. Õiguste Harta 4. Personali värbamise protsess 5. Personali tunnustamise kord 6. Sisekorraeeskiri 7. Koolituskava 8. Tööülesanded ja eetika 9. Õigused ja kohustused 10. Kaebuste ja ettepanekutega tegelemise kord 11. Tervise ja turvalisuse plaan 12. Konfidentsiaalsuse eeskiri 13. Jõustamine 14. Eetikakoodeks 15. Rehabilitatsioonimeeskonna töökorraldus 16. Strateegilised eesmärgid ja tule muste mõõtmise indikaatorid Version 1.0 9  17. Arengukava 2012 -2014 ja 18. aastaplaan 2013 19. Kvaliteedijuhtimise käsiraamat 20. Tegevusaruanne 2012 3. Personali, teenuse saajate ja teiste oluliste huvi gruppide intervjueerimine EQUASS Assurance taotluses antud vastustele ja tõenditele põhinedes palume korraldada intervjuud järgmiste inimestega (funktsioon ja kestvus): Juhtkond Kestvus Juhatuse liikmed 2 x 45 minutit Personal Kestvus Erinevate teenuste pakkumisega 2 x 45 minutit seotud töötajad Teenuse saajad Kestvus erinevate teenuste saajad 2 x 30 minutit Teised huvigrupid Kestvus koostööpartner 45 minutit rahastaja 45 minutit Version 1.0 10  4. Asutuse kül astuse ajakava 28.11.2013 Päev 1 Aeg Tegevus (lühike kirjeldus) 8.00-10.30 Transport Tallinnast Tartusse 10.30-12.00 Avakoosolek, dokumentatsiooni ülevaat us 12.00-13.00 Lõunapaus 13.00-14.30 Dokumentatsiooni ülevaatus, vormide täit mine 14.30-15.15 Intervjuu # 1 juhatuse liikmega 15.15-16.00 Intervjuu # 1 personaliga 16.00-16.15 Dokumentatsiooni ülevaatus, vormide täit mine 16.15-17.00 Intervjuu # 2 personaliga 17.00-18.30 Dokumentatsiooni ülevaatus, vormide täit mine 29.11.2013 Päev 2 Aeg Tegevus (lühike kirjeldus) 9.00-10.00 Dokumentatsiooni ülevaatus, vormide täit mine 10.00-10.45 Intervjuu koostööpartneri ga 10.45-11.00 Dokumentatsiooni ülevaatus, vormide täit mine Version 1.0 11  11.00-11. 45 Intervjuu rahastajaga 11.45-12.00 Dokumentatsiooni ülevaatus, vormide täit mine 12.00-13.00 Lõunapaus 13.00-13.15 Dokumentatsiooni ülevaatus, vormide täit mine 13.15-14.00 Intervjuu # 2 juhatuse liikmega 14.00-14.15 Dokumentatsiooni ülevaatus, vormide täit mine 14.15-15.15 Intervjuud teenuse saajatega 15.15-16.30 Dokumentatsiooni ülevaatus, vormide täit mine , kokkuvõtet e tegemine 16.30-17.00 Lõpukoosolek 17.00-19.30 Transport Tartust Tallinnasse Version 1.0 12 EQUASS ASSURANCE AUDIT REPORT Site visit: 28.-29.11.2013 OÜ Babysport 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 Babysport OÜ service provider Address: Pepler i 5, Tartu Post box: N/A Person responsible Urmi Kukk, Eve Krüger – members of the (CEO): board Contact person: Eve Krüger Phone: (+372) 7477066, (+372) 5167400 Fax: N/A E-mail: [email protected], [email protected] Web site: www. babysport.ee Name of Auditor: Mar iliis Männik -Sepp Dates of audit: 28.-29.11.2013 Clients: Number of person served: 400 As of (date): 28.10.2013 Staff: Number of Full time staff : 5 Number of Part time staff : 4 Number of Contracted staff : 4 Number of volunteer s : 0 Services: Rehabilitation - Developmental treatment - Group gymnast ics - Baby school - music lessons - Creat ive room and lessons - Speech therapist ser vice - Psychologist ser vice 2 2. Audit program 28.11.2013 Day 1 Time Acti vit y 8.00-10.30 Transport from Tallinn to Tartu 10.30-13.00 Opening meeting, documentation review 13.00-14.00 Lunch break 14.00-14.15 Documentation review, up -dat ing f iles 14.15-15.00 Interview with members of the board Eve Krüger and Urmi Kukk 15.00-15.15 Documentation review, up -dat ing f iles 15.15-16.00 Interview with staff – physiotherapist Kristiina Mäesepp 16.00-16.15 Documentation review, up -dat ing f iles 16.15-17.00 Interview with staff - speech therapist Reet Raud 17.00-19.30 Documentation review, up -dat ing f iles 29.11.2013 Day 2 Time Acti vit y 9.00-10.00 Documentation review, up -dat ing f iles 10.00-11.00 Interview with persons ser ved 11.00- 11.30 Interview with f inancing body – Social Insurance Board – Air i Nõmm 3  11.30-12.30 Lunch break 12.30-15.30 Documentation r eview, up-dat ing f iles, summarizing inf ormation 15.30-16.00 Wrapping up and c losing meeting with members of the board Eve Kr üger and Urmi Kukk 16.00-18.30 Transport from Tartu to Tallinn 3. Detailed feedback on performance 1. The social servi ce provider defines documents and implements its visi on and mission values on servi ce provision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developm ents The mission, vision and values of Babysport are documented in the organizat ion’s qualit y handbook and on its website www.babysport.ee . It was demonstrat ed through the inter views that the employees are well aware of the organization’s mission, vision and core values. 2. The social servi ce provider defines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to continuous improvement. Remark from the auditor : The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 4 The qualit y standard of Babysport is The development plan, strategic document ed in the qualit y handbook. goals and the indicators f or measuring perf ormance and annual The long -term goals of Babysport ar e plans need to be made more descr ibed in the organizat ion’s interrelated in f uture. development plan. The qualit y handbook needs to It appeared f rom the inter views that become more precise. It also has to the staff is well inf ormed of the f ocus more on how things are done, qualit y standar d and is devoted t o besides descr ibing what is done. deliver qualit y ser vices. Arengukava, strateegilised eesmärgid ja t ulemuste hindamis e mõõdikud ning aastaplaanid ( aasta peamised tegevus - ja arendussuunad) peaksid edaspidi olema rohkem omavahel seostatavad. Asutuse kvaliteedi käsiraamat peaks muutuma täpsemaks. See peaks kirjeldama lisaks sellele, mida tehakse ka sellele , kuidas seda tehakse. 3. Persons served, famil y members and servi ce user organisations are able to give feedback on their individual and collecti ve experience of programmes and services. Remark from the auditor: The ser vices of the social ser vice pr ovi ders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport has developed ways to ask and receive f eedback f rom the person ser ved , staff and stakeholders. The organizat ion uses 5 var ious methods to achieve this. F.e sat isf action surveys, round- tables, meet ings etc. Meet ings are summarized in wr itten minutes of the meetings . 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 ication program Strengths Improvem ent & developments Babysport has inf ormed all stakeholders about its services. This was ver if ied implemented t hrough inter views wit h persons ser ved, staff and partners. They showed also knowledge about the opportunit ies of involvement and the processes and procedures of the organizat ion. Inf ormation about services , organizat ion’s activities and upcom ing events is available on the homepage of Babysport. The opportunit ies f or involvement are descr ibed in the qualit y handbook of the organization. 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 oviders meet 6 this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The annual planning and review A standard f ormat could be used f or process is described in the qualit y the annual plan, f .e in a table f ormat. handbook . The process is reviewed annually by the management . Aastalaani j aoks oleks hea kasutada standard f ormaati, nt tabeli vormis. There are annual action plans , also annual r eport ing on the implementation of the plans. 6. The plan includes:  annual outcomes / targets  the acti vities to be undertaken in achieving the annual targets  monitoring of the performance of the organisation in meeting its annual targets time-scales and procedures for revi ew and revi sion. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The annual planning process of Babysport has a cyclic character. The annual act ion plan includes SMART objectives, key activit ies, tangible results and targets. The annual plan is approved by the management. 7. The social servi ce provider demonstrates organisation’s success in satisf ying the needs and expectations of the societ y. 7 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 Feedback f rom staff , clients and It would be advisable f or Babysport stakeholders is collect ed, to present the evidence of its summarized and analyzed regular ly. tangible results meeting the need s of societ y more clear ly in f uture. There were tangible results evidenced in meet ing the needs of Soovitatav on edaspidi täpsemalt societ y, through f eedback collected esitada tõendeid Babysport’i f rom the stakeholder s. ühiskonnale lisaväärtust toovat e tegevust e kohta. 8. The social service provider demonstrates organisati on’s social responsibilit y t hrough acti vities contr i buting to the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport is involved in communit y It would be advisable f o r Babysport based activit ies. to present the evidence of its added value to the societ y more clear ly in Babysport organizes diff erent events f uture. in its premises, involving also its co - operat ion partners. It is an internship Soovitatav on edaspidi täpsemalt place f or the students of Tartu esitada tõendeid Babysport ’i Universit y. ühiskonnale lisaväärtust toovat e tegevust e kohta. It has been act ive in inf orming the societ y about the development of children, f .e inf ormation d ays and seminars, booklets issued ( f .e “Preventat iivne f üsioteraapia”, “Arendavad harjutused beebile ja 8 lapsevanemale” that are distr ibuted in the mater nit y hospital ab out child development), articles in magazine “Pere & Kodu” etc. 9. The social servi ce provider has a staff recr uitment and retention policy that promot es the selection of qualified personnel based on required know ledge, skills and compet ences. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif i cation program Strengths Improvem ent & developments Staff policy (including recruitment) has been developed. All employees have individual job descr ipt ions which include required knowledge, skills and competences. The internal work procedure rules apply to all employees. There is training policy and annual training plans. Each year employees’ perf ormance evaluat ions are carr ied out. It appeared f rom the inter views wit h the personnel that they are awar e of their roles, rights and dut ies. They appeared highly motivated, like d their jobs and their employer and were devoted to deliver ing high qualit y ser vice. 10. The social service provider operates in compli ance w ith 9  mandator y national legislation, providing appropriate w orking conditions, adequate and a greed staff level and staff ratio, and appropriate rew arding for staff and vol unteers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & deve lopments The documentat ion of Babysport meets legal requir ements and is reviewed to do this. The staff level is kept at optimum and this is reviewed also regular ly. There are principles f or s howing recognit ion to employees, as descr ibed in the correspond ing policy. The working condit ions are evaluated regularly according to the health and saf ety plan, by the m anagement. 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 training policy regulates the arrangement of trainings. Annual training plans are dr awn up based on the needs of the employees and expectat ions of Babysport . 10 The inter viewed em ployees showed satisf action concerning the trainings received. Training needs are discussed during annual staff evaluations. Feedback on trai nings is collected after trainings and then analyzed. 12. The social servi ce provi der applies requirements 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 so cial ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The competence r equirements f or employees are descr ibed in their job descr iptions and also is “staff work tasks”. Annual staff evaluat ions are carried out, as descr ibed in the staff policy, where the before mentioned requirements are assessed. It was ver if ied by the inter views and related documentation t hat perf ormance reviews of staff members who are directly involved in ser vic e deliver y, are carried out. 13. The social servi ce provi der recognizes the staff as a resource for feedback on organizational perf ormance, service development and staff development 11 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 handbook. Babysport sees staff as usef ul source of f eedback . As the number of employees is low, communication of important inf ormation on daily basis is easy. There are also regular staff meetings, which are recorded. All staff is involved in the development of the organizat ion. Also annual staff questionna ires are used f or gaining f eedback. 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 Assuranc e certif ication program Strengths Improvem ent & developments Annual staff evaluations and employees’ questionnair es are used to gain f eedback on satisf action and motivat ion. Mechanisms to provide satisf action and mot ivat ion are described in staff recognit ion policy. 12  15. The social servi ce provi der assures the rights 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 Free doms of the Council of Europe and other int ernati onal human ri ghts conventions, especiall y those elaborat ed under the United Nations. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif i cation program Strengths Improvem ent & developments Babysport has developed the r ights and duties of persons ser ved, which conf orm to international human rights convent ions. They are available f .e. on the web page of Babysport , in the qualit y handbook, on the stand in Babysport premises etc. The rights and duties are introduced to the persons served by staff. Clients also sign the related documentat ion (client contract). The staff and clients demonstrated their knowledge of their rights and duties through the interviews. 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 servi ces. 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 13  Strengths Improvem ent & developments The rights and duties of persons ser ved are introduced to the clients by the employees of Babysport . The staff and clients demonstrated their knowledge of their rights and duties through the interviews. Clients also sign the r elated documentation (client contract). 17. The social service provider has accessibl e complai nt management s ystem w hich registers feedback on performance from persons served, purchasers and other relevant stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication progra m Strengths Improvem ent & developments Complaint handling procedures and associated documentation is document ed in the qualit y handbook. The inf ormation is available on the web page of Babysport . Related f eedback may be given also through the web page. The system can be assessed as accessible and transparent. If was verif ied during the interviews that the persons served, purchaser s and other relevant stakeholders were aware of the ways of making proposals and complaining. 14  18. The social service prov ider 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 o viders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport pr ocedur es, instructions and f orms have been pr epared, taking into account the persons’ ser ved r ight to self -determinat ion. It became evident through the inter views that the staff was aware of this issue and the persons ser ved were handled wit h respect. The evaluat ion of perf ormance on respect ing the r ight to self - determination of persons ser ved is descr ibed as a task of the management . It is also s question in the client ’s f eedback questionnair e. 19. The social service provi der facilitates the person served in choosing and having access to advocates and/or supporting persons. Remark from the auditor: The ser vices of the social ser v ice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The need f or an advocate and/or support ing person is discussed wit h the persons ser ved and related 15 inf ormation is presented in individu al plans. The evaluat ion of perf ormance on respect ing the right in f acilitating persons ser ved in having access to advocates and/or supporting persons is descr ibed as a task of the management. 20. The social service provi der defines and documents its po licy on ethics that respects and assures the dignit y of the persons served, protects them from undue risk and promotes soci al justice Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif i cation program Strengths Improvem ent & developments The ethical pr inciples are descr ibed in the qualit y handbook. The ethic codes of physiotherapists, speech therapists, psychologists and social workers have been taken into account, while dr awing up th e code of ethics. Staff members are introduced wit h the ethical principles of Babysport. 21. The social service provider operat es mechanisms w hich prevent the physi cal, mental and financial abuse of users. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 16 The ethical pr inciples are descr ibed in the qualit y handbook. They help t o prevent physical, mental and f inancial abuse of p erson ser ved. Staff members are introduced wit h the ethical principles of Babysport. The evaluat ion of perf ormance in the prevent ion of physical, mental and f inancial abuse of person ser ved is descr ibed as a task of the management. 22. The social servi c e 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 There is established a health and It would be advisable to complement saf ety plan in Babysport. the policy by describing more exactly, how the risk assessments The plan is evaluated by the are carried out and documented. management. Also, the improvem ents f or ensur ing health and saf ety on annual basis, The evaluat ion of the plan is should be more clear ly presented. descr ibed as a task of the management. Soovitatav on täie ndada poliit ikat, kirjeldades täpsemalt, kuidas viiakse läbi ja dokumenteeritakse riskide hindamine. Samut i, iga -aastased edusammud ter visekaitse ja turvalisuse tagamiseks tuleks täpsemalt kirjeldada. 17  23. The social service provider defines, documents, m onitors and evaluat es a set of principles, values and procedures that govern behavi our in servi ce deli ver y containing aspects of confidentialit y, accuracy, pri vacy and integrit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles, values and procedures in ser vice deliver y are descr ibed in the Babysport ’s internal work procedures, qualit y handbook and ethical pr inciple s. 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 regar di ng the persons served and the service provided to them. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles, valu es and procedures in ser vice deliver y are descr ibed in the Babysport ’s internal work procedures, qualit y handbook and ethical pr inciples. It was demonstrated through the 18 inter views of staff that they ar e aware of the et hical principles related to their wo rk. There is a conf identialit y policy, which involves the processing of delicate personal data. The polic y is over viewed regular ly by the management. 25. The social service provider defines the roles and responsibilities, authorities and the interrelati on 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 Streng ths Improvem ent & developments The necessar y roles and responsibilities are descr ibed in the job descr ipt ions of employees and in the “staff tasks” . Tasks of the managers are descr ibed in the “tasks of the management of Babysport”. The inf ormation is av ailable to the staff f.e in the staff ’s f ile. 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 E QUASS Assurance certif ication program 19  Strengths Improvem ent & developments Babysport does a lot of cooperation with its partners. F.e there is t ight cooper ation with MT Ü CP, Tartu Astmahaigete Selts, Tar tu Autism iühing, SA Eesti Agrenska Fond, Tartu local government , OÜ Biodesign etc. Babysport has contracts wit h f inancing bodies (Social Insurance Board). Babysport evaluates the cooperat ion related to the services delivered by contract partners. 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 & develo pments The persons ser ved, purchasers and other stakeholders are involved in the development of services of Babysport through meeting s and sur veys. Stakeholders have been involved in the assessment of their needs, f .e through roundtables and questionnaires. 20  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 nee ds, the definition of the services, as w ell as of the evaluation of qualit 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 There is policy f or the participation of 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. 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 measures, activities and polic y Even though the cr iterion is met, it is f or client participat ion ar e agreed suggested to describe more clear ly with the persons served or in the policies of the organization, representat ives of persons ser ved. how Babysport agrees the measures, activities and policy f or participat ion The policy is reviewed regular ly. of persons ser ved or representat ives of persons ser ved. And also, ho w this act ivit y is reviewed annually. Kuig i kriteerium on täidetud, on soovitatav täpsemalt kirjel dada organisatsiooni poliitikates, kuidas 21  Babysport kooskõlastab teenuse saajate või nende esindajat e osalemise poliit ika , meetmed ja tegevused nendega . Samuti, kuidas seda tegevust iga -aastaselt hinnatakse. 30. The social service provi der operates speci fic instruments f or users to improve their personal empow er ment and personal situation and that of their communit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Empowerment of persons ser ved is The organizat ion needs to pay more an integral part of ser vice deliver y. attention to br inging out tangible Related act ivities were evidenced in results in strengthening the ser vices’ deliver y pr ocesses and also empowerment of persons being came out f rom the inter views wit h ser ved. staff and persons served. Asutus peab enam tähelepanu Empowerment and t he f acilitation of pöörama teenuse saajate jõustamise empowerment of the persons ser ved tugevdamise kohta mõõdetavat e is def ined in the qualit y handbook of tulemuste esitam isele. the organization. 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 22 Empowerment of persons ser ved is an integral part of ser vice deliver y. Related act ivities were evidenced in ser vic es’ deliver y pr ocesses and also came out f rom the inter views wit h staff and persons served. The employees ar e trained about empowerment and the subject is discussed dur ing organizat ion’s meetings. 32. The social servi ce provider sel ects programmes w hic h are based on a needs assessment at the location w hich is most convenient for the person served, famil y and care takers Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication progra m Strengths Improvem ent & developments Babysport has an over view of the needs of the persons ser ved (queues, meetings with cooperat ion partners, questionnaires). The locat ion of Babysport is ver y well accessible , in the center of Tartu. All the ser vice s are delivered at the same com plex, which is convenient f or the clients. 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 23  Strengths Improvem ent & developments Babysport is in t ight cooper ation with the f unding bodies and has ascertained the needs and expectat ions of them. The needs of other stakeholders have also been discussed during meetings and during daily cooperation (though e-mails, telephone) . The success and results of the exist ing ser vices have been determined. 34. The social service provi der operates indi vidual pro cesses 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 All related inf ormat ion 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 process itself is described in the organizat ion’s qualit y handbook . 35. The social service provider d ocuments 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 c ertif ication program 24  Strengths Improvem ent & developments The clients’ individual needs and expectat ions are wr itten down in the individual plan s. The individual plans involve all the inf ormation set by the criter ion and are agreed by the persons ser v ed. This was ver if ied by examples of client documentation seen during the site visit. 36. The social service provider identif ies, documents, and maintains the key servi ce deli very processes to the persons served in line w ith its vision, mission statemen t 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 service deliver y processes are The documentation of the descr ibed in the qualit y handbook of organizat ion needs t o be made more the organization . The service systematic. F.e concentr at ing deliver y processes are in line wit h important inf ormation int o qualit y Babysport ’s vision, mission and handbook and decreasing the qualit y pr inciples. number of diff erent documents and duplications. All processes are regularly reviewed. The procedur e rules of the organizat ion need to become mor e precise. It would be good to writ e them down using a standard f ormat, which always pays attention to descr ibing: who does what, when, how and why. Also, besides the goal, what is the expected result and ho w 25  the outcomes ar e f ormed. Asutuse dokumentatsiooni tuleks muuta süsteem semaks. Nt konsentreerides olulisemat inf ot kvaliteedikäsiraamat usse ja vähendades er inevate dokumentide ja korduste arvu. Asutuse protseduur ireegleid tuleks muuta täpsemaks. Need tuleks kirja panna kasutades standard f ormaati, mis alat i pöör ab täh elepanu järgmise kirjeldamisele: k es teeb mida, millal, kuidas ja m iks. Samuti, eesmärgi kõrval, mis on oodatav tulemus ja kuidas tulemused dokumenteeritakse. 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 t he social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport reviews the ser vice Reviewing ser vice deliver y procedur e deliver y process es. The perf ormance and conduct ing internal audits is summed up in the activit y reports. should be more precisely described in the qualit y handbook. The processes t h emselves are reviewed per iodically. Teenuse osutam ise protsessi analüüsim ine ja s iseaudit ite Internal audit is car ried out in case läbiviimine tuleks täpsemalt laht i of need. kirjutada kvaliteedikäsiraamatus. 26  38. The social service provider ensures that the person served can access a continuum of servi ces that span from earl y int ervention to support and respond to changing requi rements over time. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport provides a large var iet y of ser vices f or children . Needs of persons ser ved are evaluated and accordingly necessary ser vices are provided. The continuation of service deliver y is monitored and evaluated regular ly. 39. The social service provi der develops a seamless continuum of services and reduces b arriers 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 barriers are disc ussed in meetings and report ed as necessar y. 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. 40. The social service provi der operates servi ces from a holis tic 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. 27 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance c ertif ication program Strengths Improvem ent & developments Babysport uses client -centered Babysport is encouraged to develop holist ic approach, which is aimed to more sophisticated criteria to improve client ’s qualit y of lif e. measure the qualit y of lif e of its target group. The criterion was verif ied f ulf illed by exploring client wor k documentation, Babysport i julgustatakse välja where evidence was f ound about töötama täpsemad kriteeriumid, et measuring and reporting the qualit y hinnata oam s ihtrühma eluk valiteeti. of lif e. 41. The social service provider identif ies the needed competences, skills and support for staff to enhance the qualit y of life for person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The necessar y competences and skills are described in job descr iptions. These are evaluated during annual employees’ perf ormance reviews. Trainings are provided t o employees, which was evidenced by training plans of Babysport and cam e out f rom inter views. 28  42. The social service provider identifies its business results and provides formal periodic and independent revi ew and procedures t o achieve the targeted res ults. 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 perf ormance and achieving of To be more successf ul in meet ing the goals of Babysport is reviewed and “result or ientation” principle of summed up in the annual activit y qualit y, Babysport has to pay more reports. attention to measuri ng, evaluat ing and reporting the results. The management and act ion of the organizat ion is controlled by the This has to f ocus more on: Social Insurance B oard. - the benefi ts provided (to the persons ser ved, their f ami l y members, carers, employers, other stakeholder s and the general communi t y); - achievement of best value (f or purchasers and f unders ); - measuring and monitoring service impacts. It must be kept in mind that there have to be f act based and objective evaluat ion cr iter ia based system to assess the outcome of the qualit y of the social ser vices. “Tulemustele orienteer it use” kvaliteedi põhim õtte edukamaks täitmiseks on Babysport ’il tar vis enam tähelepanu pöörata tulemust e mõõtmisele, hindamisele ja 29  aruandlusele. See peab enam keskenduma: - kasuteguritele (teenuse saajatele, perekonnaliikmetele, hooldajatele, tööandjatele, teiste huvigruppidele ja ühiskonnale ; - parima väärtuse pakkumisele (teenuse ostjatele ja rahastajatele); - teenust e mõjude mõõtmisele ja jälgimisele. Meeles peab pidama, et t eenuste kvaliteeti hindamisel tuleb aluseks võtta f aktidel ja objektiivsetel kriteeriumit el põhineva hindamissüsteemi. 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 Strengths Improvem ent & developments Babysport gathers and documents See “Improvements & developments ” inf ormation regarding results of under cr iterion 42. providing ser vices (both on individual and collective basis). This was evidenced in client wo rk documentat ion and in the reports of Babysport . 30 44. The social service provider evaluates its business results in order to determine best value for purchasers and funders ( ‘best value’ can also be e xpressed 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 & d evelopments Babysport evaluates the results and See “Improvements & developments ” added value of its work during under cr iterion 42. meetings. This is also ref lected in related reports. 45. The social 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 EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport organizes regular sur veys See “Improvements & developments ” to receive f eedback f rom the persons under cr iterion 42. ser ved and other stakeholders . The inf ormation is analyzed and necessar y improvem ent activities are planned. 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 31  Strengths Improvem ent & developments The records on outcome are See “Improvements & developments ” communicated to stakeholders, staff under cr iterion 42. and persons ser ved. Activit y report is available on the web page of Babysport. There is cont inuous reporting to Social Insurance Board. 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 s ocial ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Babysport reports its perf ormance to f unding bodies, staff and ser vice users using diff erent methods. The content and f ormat depends on the target group. 48. The social service provider has a standard procedure for continuous improvement on the basis of an improvement cycle. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQ UASS Assurance certif ication program Strengths Improvem ent & developments The PDCA cycle is used and descr ibed in the qualit y handbook. 32 All the process and activit ies are reviewed regular ly. All qualit y improv ement projects ar e document ed. 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 All improvement programs are document ed, include goals and respect ive perf ormance indicators. This was verif ied through inspecting f ew examples during site visit. 50. The servi ce provider introduces and manages innov ative 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 & developm ents Babysport f inds ways of being innovat ive, taking into account the needs and expectations of stakeholders. F.e using Dropbox f or sharing and keeping f iles; purchasing necessar y ser vice deliver y related innovat ive 33 assets; k inesioteipim ise koolitus jne. 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 description of the acti ons (including SMART objectives) 1. Leadership 1. Make the development plan, strategic goals and the (criteria 2, 5, 7, indicators f or measuring perf ormance and annual plans 8) more interrelated. 2. Make the qualit y handbook more precise. It has to f ocus more on how things are done, besides describing what is done. 3. Use a standard f ormat f or the annual plan, f .e in a table f ormat. 4. Present the evidence of the tangible results in meeting the needs of societ y more clearly in reports. 5. Present the evidence of added value to the societ y more clearly in repor ts. 1. Seostada omavahel enam a rengukava, strateegilised eesmärgid ja tulemuste hindamise mõõdikud ning aastaplaanid (aasta peamised tegevus - ja arendussuunad). 2. Muuta asutuse kvaliteedi käsir aamat täpsemaks. Kirjeldada lisaks sellele, mida tehakse ka seda, kuidas seda tehakse. 3. Aastalaani jaoks oleks kasutada standard f ormaati, nt tabeli vormis. 4. Esitada täpsemalt tõendeid ühiskonnale lisaväärtust 34  toovate tegevuste kohta aruandluses. 5. Esitada täpsemalt tõendid ühiskonnale lisaväärtust toovate tegevuste kohta aruandluses. Person responsible/ vastutaja: Eve Kr üger, Urmi Kukk Due date/ tähtaeg: 31.12.2014 2. Ethics (cr iterion 1. Complement Babysport ’s policies by descr ibing more 22) exactly, how risk assessments are carried out and document ed. 2. Present more clearly the improvements f or ensuring health and saf ety on annual basis. 1. Täiendada Babysport’I poliit ikaid, kirjeldades täpsemalt, kuidas viiakse läbi ja dokumenteeritakse riskide hindam ine. 2. Kirjeldada täpsem alt ga -aastased edusammud tervisekaitse ja turvalisuse tagamiseks. Person responsible/ vastutaja: Eve Kr üger, Urmi Kukk Due date/ tähtaeg: 31.12.2014 3. Participation 1. Descr ibe more clearly in the policies of the organizat ion, how Babysport agrees the measures, (criteria 30, 31) activities and policy f or participation of persons ser ved or representat ives of persons ser ved. And also, how this activit y is reviewed annually. 2. Bring out tangible results (more detailed inf ormation) in strengthening the empowerment of persons being ser ved in reports. 1. Kirjeldada täpsem alt organisatsiooni poliit ikates, kuidas Babysport kooskõlastab teenuse saajate või nende esindajate osalem ise poliitika, meetmed ja tegevused nendega. Samuti, kuidas seda tegevust iga - aastaselt hinnatakse. 2. Esitada teenuse saajate jõustamise tugevdamise kohta mõõdetavad tulemused aruandluses (täpsemalt) . Person responsible/ vastutaja: Eve Kr üger, Urmi Kukk 35  Due date/ tähtaeg: 31.12.2014 5. Comprehensive - 1. Make t he documentation of the organizat ion mor e ness (criter ia 36, systematic. F.e concentrating important inf ormation into 37, 40) qualit y handbook and decreasing the number of diff erent documents and duplications. 2. Make the pr ocedure rules of organizat ion mor e precise. It would be good to write them down using a standard f ormat, which always pays attention to descr ibing: who does what, when, how and why. Also, besides the goal, what is the expected result and how the outcomes ar e f ormed. 3. Describe reviewing service deliver y procedure and conducting internal audits more pr ecisely in the qualit y handbook. 4. Babysport is encouraged to develop more sophist icated cr iteria to measure the qualit y of lif e of its target group. 1. Muuta asutuse dokumentatsiooni süsteem semaks. Nt konsentreerides olulisemat inf ot kvaliteedi - käsiraamatusse ja vähendades erinevate dokumentide ja korduste arvu. 2. Muuta asutuse protseduur ireegleid täpsemaks. Need tuleks kirja panna kasutades standard f ormaati, mis alat i pöörab tähelepanu jär gmise kirjeldam isele: k es teeb mida, millal, kui das ja miks. Samuti, eesmärgi k õrval, mis on oodatav tulemus ja kuidas tulemused dokumenteeritakse. 3. Kirjeldada t eenuse osutamise protsessi analüüsimine ja siseauditite läbiviimine täpsemalt kvaliteedi- käsiraamatus. 4. Babysporti julgustatakse välja töötama täpsemad kriteeriumid, et hinnata oam sihtrühma elukvalit eeti. Person responsible/ vastutaja: Eve Kr üger, Urmi Kukk Due date/ tähtaeg: 31.12.2014 36 6.Result Pay more attention to measuring, evaluat ing and orientation reporting the results, f ocusing more on: (criterion 42) - the benefits provided (to the persons ser ved, their f amily members, carers, employer s, other stakeholders and the general communit y); - achievement of best value (f or purchasers and f unders); - measuring and monitoring service impacts. Pöörata enam tähelepanu tulemust e mõõtmisele, hindamisele ja aruandlusele, keskendudes enam: - kasuteguritele (teenuse saajatele, perekonnaliikmetele, hooldajatele, t ööandjatele, teiste huvigruppidele ja ühiskonna le; - parima väärtuse pakkumisele (teenuse ostjatele ja rahastajatele); - teenust e mõjude m õõtmisele ja jälgimisele. Person responsible/ vastutaja: Eve Kr üger, Urmi Kukk Due date/ tähtaeg: 31.12.2014 5. Closing remarks Babysport OÜ was f ounded in 2004. Durin g the year 2007 a contract was concluded with Social Secur it y Off ice to provide rehabilitat ion ser vic e. In 2008 a Centre f or Children was opened. Since 2013 the child care service is also available in Centre f or Children. Today Babysport is providing the f ollowing service: r ehabilitat ion , developmental treatment , group gymnastics , baby school - music lessons , creative room and lessons , speech therapist ser vice and psychologist ser vice. Addit ionally there is possibilit y to use the child care ser vice and participate in yoga lessons. 37 The aim of the Babysport is to contribute the child development and help the children to have better coping and social skills. Babysport believes that it is important f or child development that diff erent institutions ( Babysport , kindergarten, school, diff erent specialists) cooperat e and are systematicall y working together in coordinat ion. In its work Babysport is f ollowing the principle of early int ervention. Early inter vention pr inciple combines health, educat ion, and social are as, in order to protect children's health and well -being and is minimizing the risk of late development and helps to prevent f unctional distur bances. The preparations f or EQUASS enabled to improve the management system of the organization f rom the aspect of the requirements set to social sector ser vice provider s. There was no qualit y syst em being used bef ore, which meant that the system had to be created f rom the ver y beginning. Taking into account the specif ic elements arising f rom EQUASS Assurance qualit y principles. The necessar y documentation was cr eated or improved and EQUASS Assurance related activit ies wer e started to be carr ied out. The audit or exper ienced on site that it was a lot of work f or Babysport , to become in compliance with the EQUASS Assurance cr iter ia. The managers of Babysport said that starting to implement EQUASS qualit y principles made the management of the organization much more systematic and regular. The staff of Babysport was kind and cooperat ive in introducing the work of Babys port, f inding necessar y evidential materials and shar ing inf ormation about f ulf illing EQUASS crit eria. The inter viewed representatives of partners, f inancing bodies, employees of Babysport and persons ser ved showed high appreciat ion related to the qualit y of services of Babysport. The auditor also agreed that the span of services deliver ed was wide and their qualit y high. Concerning the documentation of the organizat ion, then this needs some improvement. For the period of f ollowing two years, some improvem ent actions and additional developm ents were agreed that are brought out in part 4 of the audit report . A more detailed over view of suggestions f or improvement that are ment ioned under the specif ic criter ia is given in detail in part 3. The improvement are as included in gener al terms paying more attent ion t o complementing the processes and pr ocedures of the organizat ion , making the documentat ion more systemat ic and also improving the annual planning 38 and reporting on out comes. After verif ication of the indic ators 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 Babysport is devoted to qualit y assurance and improvem ent in its work and delivers ser vices of high qualit y. *** Babysport OÜ asutati 2004. aastal. 2007. aastal sõlm iti leping Sotsiaalkindlustusametiga rehabilitatsiooniteenuse osutamiseks. 2008. aastal alustas tööd Lastek eskus. 2013. aastast on Lastekeskuses ka lapsehoiuteenus kättesaadav. Tänasel päeval pakub Babys port järgimisi teenuseid: rehabilitatsioon, taastusravi/ arendusravi, rühmavõimlem ine , ter vise-edendus/ f üsioteraapia, beebikool-muusikaring, loovtegevused/ lo ovusr ing, logopeedi teenus ja psühholoogi teenus. Lisaks on võimalik kasutada lapsehoiuteenust ja osaleda jooga tundides. Babysport’i eesmär giks on kaasa aidata endaga häst i toime tuleva ning teistega ar vestava lapse arengule kaasates er inevaid huvigruppe. Lapse arengu toetamisel on oluline, et er inevad süsteemid (lastek eskus, erinevad spetsialist id, kodu, lasteaed, kool) toetavad lapse arengut koordineer itult koostöös ja süstemaatiliselt. Babysport lähtub oma töös varajase sekkumise printsiibist. Varajase sekkumise käsitlus ühendab endas tervishoiu -, haridus-, ja sotsiaalvaldkonda, et kaitsta laste tervist ja heaolu minimaliseerides arengu hilistumist ja ennetamaks f unktsionaalseid häir eid. Audiitor koges kohapeal, et Babysport pidi tegema palju tööd EQUAS S Assurance kriteer iumidega vastavuses olemiseks. Babysport ’i juhatuse liikmete sõnul muut is EQUASS - i kvaliteedi põhim õtete rakendamine asutuse juhtimise palju süsteemsemaks ja regulaarsemaks. Asutuse töötajaskond oli lahke ja koostööaldis Babysport’i töö tutvustamisel, vaj aliku tõendusmat erjali leidmisel ning inf ormatsiooni jagamisel EQUASS - i kriteeriumit e täitmise kohta. Intervjuud huvigruppide ja rahastajate esindajatega, Babysport’i töötajatega ja teenuse saajatega väljendasid suurt 39 rahulolu seoses Bab ysport ’i pakutavate teenust e kvaliteediga. Ka audi itor nõustus, et pakutavate teenuste valik oli lai ning nende kvaliteet kõrge. Mis puutub aga asutuse dokumentatsiooni, siis seda tuleb täiustada. Järgnevaks kaheks aastaks lepit i kokku mõned parendustegevu sed ja täiendavad arendused, mis on välja toodud aruande 4 -ndas osas. Detailsem ülevaade parendussoovitustest konkreetsete kriteeriumite lõikes on esitatud aruande 3-ndas osas. Parendusvaldkonnad hõlmasid üldises plaanis enam tähelepanu pöör amist asutuse p rotsesside ja protseduur ide täiendamisele, dokumentatsiooni süsteemsemaks muutmisele ja samuti aastase planeer imise ja tulemustest aruandluse t äiustamisele. Peale indikaator itele vastamise tõendamist, tut vudes dokumentatsiooniga ning viies läbi inter vjuud, oli audiitor veendunud, et kriteeriumid Eur oopa kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai veendumuse, et Babysport on pühendunud kvaliteedi tagamisele ja täiustam isele oma töös ning osutab kõrge kvaliteediga teenuseid. Tallinn, 02. 12.2013 Mar iliis Männik -Sepp 40 Kristi Reimets Saatja: Keiu Talve Saatmisaeg: 17. detsember 2013. a. 11:52 Adressaat: Kristi Reimets Teema: FW: Audit report OÜ Babysport EST2013-14 Manused: Asutuse külastuse ettevalmistus_Babysport.doc; EQ-ASS_AUD_Audit Report_Babysport.doc; EQUASS_taotlusvorm lõplik.xlsx; Additional Information Form t.doc; logoB[1].jpg From: Keiu Talve Sent: Monday, December 02, 2013 10:44 PM To: Guus van Beek ([email protected]); Marie Dubost ([email protected]) Subject: Audit report OÜ Babysport EST2013-14 Dear Guus, Attached you’ll find an audit report of OÜ Babysport. Please review the report and let me know in case of comments needed! Keiu EQUASS Eesti Astangu KRK Tel: +372 5682 9104 www.equass.ee www.astangu.ee 1