2. THE NATIONAL LEGAL ENVIRONMENT REGARDING THE SOCIAL AND MEDICO-SOCIAL SECTOR IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES Estonia 23th April

3. TO EVALUATE THE ADEQUACY OF SERVICES THERE ARE STANDARDS WITH QUALITY ASSISTANCE CRITERIA OR LAWS WHICH SPEAK ABOUT THE QUALITY OF SERVICES BUT IN SPAIN THERE ISN´T AN SPECIFIC LAW THAT REGULATES THE EVALUATION OF MEDICAL- SOCIAL SERVICES QUALITY

4. Valencian Autonomous Region. In Spain laws are different depending on the Autonomous Communities.

5. VALENCIAN LAWS SPANISH LAWS -Law 5 / 97 that regulates the system of Social Services in Valencia. - Decree 90/2002 about assessment of Quality in Service Centres and social action, and entities evaluators of Quality in Valencia. - 33 indicators for the improvement of residential care which come into force on the order of 4/02/2005 - SBC: Basic Quality System in the Community of Valencia.(2004) - Law 39/2006 of 14 December: Promotion Act of personal autonomy and care for people in a situation of dependency. - AENOR UNE Rule 158101 Residential Management Day Care Centers, and telecare service to help home.

6. LAW 5 / 97 THAT REGULATES THE SYSTEM OF SOCIAL SERVICES IN VALENCIA. - AN INESPECIFIC LAW THAT IDENTIFIES : QUALITY CONTROL - LOCAL GOVERNMENT: INSPECTION ROLE -THIS LAW SAYS THAT THE QUALITY LEVELS IN SOCIAL SERVICES HAVE TO BE ACCOMPLISHED - BUT IT DOESN´T DEFINE “QUALITY LEVELS”

7. INDICATORS FOR THE IMPROVEMENT OF THE RESIDENTIAL CARE IN 2002: 33 INDICATORS SENIORS (OLDER PEOPLE) AN INCREASE IN RESIDENCE THAT NEEDED A PLAN OF WELFARE IMPROVEMENT THERE ARE 4 DIMENSIONS RELATED TO THE OLD PEOPLE ATTENTION AND THE PROPER WORK OF THE OLD PEOPLE HOME: -PERSON ATTENTION - RELATIONS AND RIGHTS OF PATIENT - SOCIAL ENVIRONMENT AND HOTEL SERVICES - ORGANIZATION

8. THE INSPECTION OUTCOME IS THE FULFILLMENT OF EVERY INDICATOR COMPARED WITH THE STANDARD THERE IS NO PUNISHMENT THEY ONLY WRITE A REPORT ABOUT THE FULFILLMENT OF THE INDICATORS THE VALENCIAN GOVERNMENT DOES INSPECTIONS ABOUT FULFILLMENT OF THE INDICATORS ONCE A YEAR.

9. - DECREE 90/2002 ABOUT ASSESSMENT OF QUALITY IN SERVICE CENTRES AND SOCIAL ACTION, AND ENTITIES EVALUATORS OF QUALITY IN VALENCIA. - FROM THIS DECREE IN 2004 AN OWN SYSTEM OF QUALITY IS CREATED, AND IT´S DENOMINATED: BASIC SYSTEM OF QUALITY (SBC) SBC IS AN OWN SYSTEM OF QUALITY ADAPTED TO PECULIARITIES OF SOCIAL SERVICES LINKED TO INTERNATIONAL STANDARS LIKE ISO AND EFQM.

10. - THE SBC INCLUDES: - THIRD AGE - WOMEN - CHILD IN NEED OF CARE - HANDICAPPED PEOPLE - MENTAL CHRONIC PATIENTS

11. NOWADAYS LAW 39/2006 OF 14 DECEMBER: PROMOTION ACT OF PERSONAL AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY.

12. WHAT DOES THIS LAW SAY ABOUT QUALITY? EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY SERVICES CRITERIA EVERY AUTONOMOUS COMMUNITY WILL ESTABLISH THEIR QUALITY INDICATORS TO EVALUATE THE CONTINUOUS IMPROVEMENT AND TO COMPARE WITH OTHER CENTERS EVERY AUTONOMOUS COMMUNITY WILL WRITE UP THEIR GOOD PRACTICES GUIDES.

13. THERE ARE GREAT DIFFERENCES IN SPAIN DEPENDING ON THE AUTONOMOUS COMMUNITIES THE LAW IS IN ITS BEGINNINGS THERE AREN´T ANY QUALITY INDICATORS FOR THE MOMENT

14. OUR GROUP IS CERTIFIED ACCORDING TO ISO 9001:2000 ISO: INTERNATIONAL ORGANIZATION FOR STANDARDIZATION ISO 9001:2000 STANDARS FOR GOOD MANAGEMENT PRACTICE AND FOR SERVICES. ISO ARE REQUIREMENTS THAT ORGANIZATION HAS TO CARRY OUT

15. OUR COMPANY HAS OBTAINED THE “E” : COMMITMENT WITH THE EXCELLENCE ACCORDING TO EUROPEAN MODEL: EFQM

16. TO SUM UP: IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES -THERE AREN´T ANY SPECIFIC LEGISLATION IN SPAIN IN RELATION WITH THE EVALUATION OF THE QUALITY OF THE SERVICES - LAWS ARE VERY DIFFERENT DEPENDING ON THE THE AUTONOMOUS COMMUNITIES. - COMING SOON: LAW OF PROMOTION ACT OF PERSONAL AUTONOMY AND CARE FOR PEOPLE IN A SITUATION OF DEPENDENCY. - ISO AND EFQM : QUALITY SYSTEMS

17. SPANISH TEAM RESULTS ROSARIO RICO MARISA CANTÓ ANA PEÑAS

18. PRESENTATION OF THE PILOT EVALUATION WE DID THE SPANISH PILOT EVALUATION ON 10 JUNE 2008. THE STRUCTURE IS CALLED “EL TEIX”: A MIXED MINORS CENTER WHICH DEPENDS ON THE LOCAL GOVERNMENT. THE STRUCTURE IS LOCATED IN ALCOY (ALICANTE) EL TEIX (ALCOY)

19. ALCOY COUNTS 60.700 INHABITANTS THE STRUCTURE IS IN THE CITY CENTER THE STRUCTURE IS COMPOSED OF ONE MAIN BUILDING WHERE YOUNG PEOPLE LIVE WEEKDAYS AND A SECOND BUILDING FOR WEEKENDS

20. THE CENTER OFFERS TO THE MINORS A WELCOME HOME AS NORMALIZED AS POSSIBLE. ITS SERVICES ARE OF SOCIAL AND EDUCATIVE CHARACTER TO COMPENSATE THE ABSENCE OF A FAMILIAR CORE OF REFERENCE THE CENTER HAS 30 BOARDERS PLACES AND 9 FOR DAY CENTER BETWEEN 6 AND 18 YEARS OLD.

21. EVALUATED STRUCTURE FIRST TELEPHONE CONTACT TO ASK FOR THE CENTER WRITTEN IFORMATION WE NEEDED. INDIVIDUAL WORK TO READ ALL THE DOCUMENTS 2 MEETINGS TO WORK WITH THE DOCUMENTATION AND PLANNING SOME QUESTIONS. 2 VISITS TO THE CENTER WITH EMPLOYEES INTERVIEWS. 1 FINAL MEETING TO GIVE THE ORAL RESTITUTION OF THE EVALUATION RESULTS.

22. SYNTHESIS OF RESULTS

23. QUALITY OF THE SERVICES MANPOWER MATERIALS/STRUCTURE MANAGEMENT METHODS FINANCEMARKETING RECOMENDATIONS Image of the building suited to its function Formal agreements could be stablished. Fittings and equipment could be improved Attitudes can be improved. Writte rights and obligations but Admission and guidance could be improved Seeking and getting employment Comfort can be improved Aesthetics of the living environment

24. QUALITY OF THE SERVICES MANAGEMENT METHODS MAJOR RESERVATIONS MANPOWERMATERIALS/STRUCTURE FINANCEMARKETING The structure does not consider the participation of families No formal way in coordination and networks There is no collaboration to research No multiannual training plan of staff The process of internal and external evaluation is not initiated

25. THANK YOU!!!