Making quality visible. National Quality Certificate for Old Age and Nursing Homes in Austria (NQC)

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1 Making quality visible. National Quality Certificate for Old Age and Nursing Homes in Austria (NQC) Human Rights Council Genf, 15 September 2015

2

3 The Austrian System of Long Term Care System: 2 main components: 1. Federal State: Universal allowance system for long-term care 2. Länder (Provincal Government): responsible for social services for long-term care

4 The Austrian System of Long Term Care 1. Federal State: Universal allowance system for long-term care since 1993 granted to more than 5 % of the population 7 categories of need Irrespective of income, wealth, from contributions to social services

5 The Austrian System of Long Term Care 2. Länder (Provincial Governments): Responsible for social services for long-term care Home Care Services Institutional Care Funding in addition to the care allowance With different levels of structural quality

6 National Quality Certificate

7 Brief Survey Nationwide uniform sector-specific external evaluation procedure for the assesment of the quality of services to make quality visible and create further enhancement of this quality on the basis of quality management systems (E- Qalin, QAP, ISO, EFQM)

8 History of the NQC EU Leonardo da Vinci Project E-Qalin (Quality Management System for institutional care providers): from Working Party (set up by the Ministry of Labour, Social Affairs and Consumer Protection + Federal Association of Old Age and Nursing Homes) in 2005

9 in cooperation with

10 History of the NQC 2008 pilot phase 14 pilot homes proposed by the Länder All of them were awarded the NQC + recommendations Evaluation Results: certification tools can be applied

11 History of the NQC Since 2011 Assessment, Reassessment Implementation strategy for regular operation Anchoring the NQC in law (Bundesseniorengesetz) Creation of the NQC organisation (Verein zur Förderung der Qualität in der Betreuung älterer Menschen)

12 Characteristics of the NQC NQC Not mandatory for old age and nursing homes Positive incentive system The quality of life of residents is in the centre of the NQC Priority is given to process and outcome quality

13 Characteristics of the NQC Recommendations for further action to improve quality Independent, experienced and specifically trained experts (sector knowledge) Uniform certification tools

14 NQZ - Model

15 NQZ - Model

16 Set of Requirements for Homes Applying for an NQC Quality Management System Self-assessment process Involvement of all relevant stakeholders Survey of the consumer satisfaction

17 The Certification Process 5 Phases Certification Process I. Application and Presentation II. Pre- Audit III. On-Site- Inspection IV. Drawing up the certification report V. Issuing the certificate

18 The Certification Process I. Application and Presentation Application has to be submitted to the Certification Body A communication of non-objection of the competent body of the Provincial (Land) government has to be submitted

19 The Certification Process II. Pre-Audit The residential care facility submits all required documents to the Certifikation Body. a report on the structural quality, a description of the latest self-assessment process / internal audit process, a structural survey sheet with annexes, a quality report, reports on continuous quality enhancement, prioritized improvement measures and results of interviews or systematized observation.

20 The Certification Process Pre-Audit The certification team examines the material draw up an audit plan certification plan The certification team two persons who have the required know-how and experience with the management of residential care facilities

21 The Certification Process III. On-site Inspectation (external inspection) 2 Days Restricted to the location of the residential care facility as well as its staff Evaluation of all documents Client interviews

22 The Certification Process IV. Drawing up the Certification Report Introduction, survey of the certification process, a summary of the certification outcome, a report including recommendations for action and, if necessary, quality management measures and a percentage indicating the degree of compliance with certification standards. Recommendations for follow-up improvements Good practices

23 Certificate

24 Here You live excellent and with an Award Live like at home

25 Award of the Certificate

26 Thank you for your attention!

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