Kvetoslava Repková
“We Ask what Clients Think.” Involving User Representatives in Quality Evaluation – a Pilot Project from Slovakia
Číslo: 1/2024
Periodikum: Sociální práce
Klíčová slova: quality evaluation, user involvement, social role valorisation, social work, social services
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Anotace:
OBJECTIVES: To disseminate the pilot experience with involving user representatives in the
work of teams evaluating the quality of social services according to the Social Services Act.
THEORETICAL BASE: The study builds upon the concept of valorisation of user representatives´
social roles through their participation in the quality evaluation teams and valorisation of their
experiential knowledge for better delivering of social services. METHODS: Context-based
analysis and synthesis of available data sources of the pilot project conducted within the national
project Quality of Social Services. OUTCOMES: Despite the mostly positive reflections of the
stakeholders on the involvement of user representatives in evaluation teams, the pilot project
indicated as yet their unclear status, expectations on competences, tasks and working model.
Therefore, the question of institutionalizing the involvement of user representatives in evaluation
teams (from November 2022 inspection teams) remains open even after termination of the pilot
project. SOCIAL WORK IMPLICATIONS: Contribute to raising awareness and education of
all segments of society, including user representatives, on what their active involvement in social
services should mean, how it should contribute to improving the quality of social services, and
what conditions should be created for it.
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work of teams evaluating the quality of social services according to the Social Services Act.
THEORETICAL BASE: The study builds upon the concept of valorisation of user representatives´
social roles through their participation in the quality evaluation teams and valorisation of their
experiential knowledge for better delivering of social services. METHODS: Context-based
analysis and synthesis of available data sources of the pilot project conducted within the national
project Quality of Social Services. OUTCOMES: Despite the mostly positive reflections of the
stakeholders on the involvement of user representatives in evaluation teams, the pilot project
indicated as yet their unclear status, expectations on competences, tasks and working model.
Therefore, the question of institutionalizing the involvement of user representatives in evaluation
teams (from November 2022 inspection teams) remains open even after termination of the pilot
project. SOCIAL WORK IMPLICATIONS: Contribute to raising awareness and education of
all segments of society, including user representatives, on what their active involvement in social
services should mean, how it should contribute to improving the quality of social services, and
what conditions should be created for it.