Towards Quality Service 齊心共獻優質服務. Towards Quality Service 齊心共獻優質服務...

Towards Quality Service

齊心共獻優質服務



Course Objectives

To understand the philosophy, objectives, principles and criteria of the 5 SQSs in Phase 1 implementation.

To understand the implementation and self-assessment process of the SQSs.

To understand the role of agency leadership, service unit manager, and SWD.



Role of Trainers

Achieve the objectives of the course.

Answer questions as far as possible, may have to discuss with SWD later.

Provide after-training services related to the content of the training via the internet.

Channel feedback related to SPMS and SQS received in the training back to SWD.



Role of Participants

Pay attention

Raise queries and give comments

Complete the worksheets distributed

Give feedback about the training and trainer



What is Quality [Spend a few minutes to complete worksheet-4-1]

The combination of characteristics which make a product/service fit for its intended use at a reasonable price.

Example:

Qualities of a social worker - committed, caring, resourceful, competent, efficient, ethical, etc.

Qualities of a service - client-centred, accessible, effective, efficient, relevant, responsive, etc.



What is a Quality Standard

approved and accepted by the relevant groups (e.g. service providers, funding bodies)

specify what has to be achieved and if appropriate the level of achievement

allow for measurement or judgement that the specified level has been achieved



What Service Quality Standards (SQS) are Set levels of quality in the delivery of social welfare services

Are generic: relevant to al types of social welfare services, though the way to meet such standards may vary depending on the nature of service.

Reflect existing social welfare policy objectives

Are achievable within current level of service development and available resources

Are expressed in terms of processes

Are measurable and monitored

Serve as the benchmark for assessment



What SQSs are not Input measures

Output measures

Outcome measures

BUT processes or procedures if carried out

the quality of service can be improve if it is not good enough

the quality of service can be even better if it is already achieving its objectives

the quality of services can be assured



How SQSs are developed By the Subvention Review Consultants: Coopers &

Lybrand

By reviewing 10 different sets of standards from various countries

By consulting the “Working Group on Service Quality Standards/Performance Assessment” comprised of professionals from NGOs, SWD, HKCSS, and universities.

By consulting the NGOs and SWD staff members via circulating the Exposure Draft of the SQSs.



The Philosophy of the Standards Accountability: Quality assurance for public fund.

People-focused service: increased opportunities for service users and their families to have input into the way services are delivered.

Process-based: They spell out how the quality of service can be assured.

Through the definition of quality standards and the criteria of achieving them, internal and external assessment can be based on a common understanding

Standards are set to be achieved, assessed, and revised.



The objectives of implementing SQS (1)

to promote the provision of better quality services to clients of social welfare services

to clarify and confirm the values underpinning the delivery of social welfare services

to promote a common commitment to continuous quality improvement and innovation in service delivery amongst services and agencies

(to be continued-)



The objectives of implementing SQS (2)

to identify and address those quality standard that are important, reasonable, achievable, and common to all social welfare services

to inform clients, staff and the general community of what can reasonably be expected of the quality of social welfare services

to obtain a focus on quality management processes within services

to promote accountability for the quality of services delivered.



The 3 phases of implementation

Phase 1 (1999-2000)

SQS: 1, 4, 10, 11, 18

35 FSA

Phase 2 (2000-2001)

SQS: (1, 4, 10, 11, 18) + (3, 12, 16, 17, 19)

(35 + part of the remaining) FSA

Phase 3 (2001-2002)

SQS: All

FSA: All



The 4 Principles of SQS

Provision of information

Service management

Service to users

Respect for service users’ rights



The 5 SQSs in Phase 1 Implementation

SQS 1: The service unit ensures that a clear description of its purpose, objectives and mode of service delivery is publicly available.

SQS 4: The roles and responsibilities of all staff, managers, the Management Committee and/or the Board or other decision making bodies should be clearly defined.

SQS 10: The service unit takes all reasonable steps to ensure that it provides a safe physical environment for its staff and clients.

SQS 11: The service unit ensures that service users have clear, accurate information about how to enter and leave the service.

SQS 18: Each service user and staff member is free to raise and have addressed, without fear of retribution, any complaints he or she may have regarding the agency or the service.



Implementing the SQS within the Agency

Assign personnel to coordinate the implementation of Service Performance Monitoring System

Decide on agency policy in downstream SQS training. Endorse internal procedures in implementation of SQS

and self-assessment. (For example click here)

Decide on responsibilities at different levels as per SQS.

Assign coordinators and set up task groups for each service type if appropriate.

Liaise with service coordination committees of HKCSS and Service Performance Section (SPS) of the SWD.



Issues of Implementing the SQS within the Agency

Assign personnel to coordinate the implementation of Service Performance Monitoring System.

Endorse internal procedures in implementation of SQS and self-assessment.

Assign coordinators and set up task groups for each service type if appropriate.

Liaise with service coordination committees of HKCSS and Service Performance Section (SPS) of the SWD.

The issues and art of change management.



Your role in implementing the SQS within the Agency

(take a few minutes to complete worksheet-4-2)

If you are

a board member

the director

a service coordinator

a service unit manager

a front line staff member(For small agencies, the director, service coordinator, and unit

manager may be the same person)



Implementing SQS in service units Assign personnel responsible for implementing the SQS (most

probably the unit manager)

Inform staff, service users and their family members, and other stakeholders about the SQS

Involve staff, service users and their families members wherever appropriate and possible

Assess if service/service unit meets the SQS

Identify areas for change

Plan actions to ensure the service/service unit meets the SQS

Implement the action plan

Conduct self assessment as notified by the SWD.



Performing Self Assessment (1) Decide on -

» whether a self-assessment should be performed before the formal process notified by the SWD.

» who should be the internal assessor for each unit (most probably the unit managers)

» Assign a Reviewer or appoint a review committee within the agency to review the assessment and make recommendations

Make implementation handbook available to the internal assessor(s), review team, and service units.



Performing Self Assessment (2)

Service and Unit managers collect all the documents related to each of the SQS.

Complete self-assessment checklist by internal assessor

Submit checklist and the related documents to the Reviewer or the Review Committee.

Reviewer or Review Committee discuss with unit manager.

Finalize and sign checklist by unit manager.

Submit checklist to Board/Management Committee for endorsement.



Self and External Assessment

Submission of self-assessment report to the SPS of SWD annually or as directed by SPS.

SWD will notify NGOs on the proposed dates of first submission of self-assessment report for each type of service.

Self-assessment reports and the related documents will be the bases for External Assessment.



External Assessment

Performed by the Service Performance Section of the SWD.

At least one service unit from each service type as nominated by the NGO.

SPS will give prior notice to the NGOs and service units on the dates of external assessment.

External assessment will normally conducted after the service unit has submitted its self-assessment report.



Results of External Assessment

The external assessment will determine whether the service unit meets the SQS.

There will be an appeal procedure and an external review body if the service unit disagrees with the results.

If service unit does not meet the SQS, the service unit is to develop an action plan and agrees it with the SWD.



Roles of Agency

Receives training provided by SWD

Performs downstream training

Implements SQS

Perform self-assessment

Submit report to SWD

Carry out action plan if required



Roles of the SWD

Provides training to agency managers

Provide support through Help Desk

Disseminate update information via newsletter

Notify NGO on the dates and implementation schedule of submitting self-assessment report and external assessment.



Before you leave this session Take a few minutes to complete worksheet-4-3 (Are you

SQS ready?)

Take a few minutes to complete the Evaluation Form

You can always visit the following web-site to review what have been cover in this session: http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm

You can always ask questions about or send comments about the content of this session to the Training Coordinator, C.K. Law via e-mail <[email protected]>



After you have left this session Seek assistance: Help Desk of SPS (Phone: 2832 4368,

Fax: 2575 5632) http://www.info.gov.hk/swd/english/info/index3b.htm

SQS training: Training Section of SWD (2575 4321x226) or SPACE of HKU (2975 5665).

Revisit material covered in this session: http://www.hku.hk/hrnwlck/sqstrain/sqstrain.htm

Questions or comments about the content of this session: Training Coordinator, C.K. Law <[email protected]>

Towards Quality Service 齊心共獻優質服務. Towards Quality Service 齊心共獻優質服務...

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Transcript of Towards Quality Service 齊心共獻優質服務. Towards Quality Service 齊心共獻優質服務...

Towards Quality Service 齊心共獻 優質服務. Towards Quality Service 齊心共獻 優質服務...

Documents

Transcript of Towards Quality Service 齊心共獻 優質服務. Towards Quality Service 齊心共獻 優質服務...

Towards Quality Service 齊心共獻優質服務. Towards Quality Service 齊心共獻優質服務...

Transcript of Towards Quality Service 齊心共獻優質服務. Towards Quality Service 齊心共獻優質服務...