Service Quality and Person Centred Supports

The scope and influence of “quality assurance” has expanded steadily in response to increased regulatory and contractual requirements that service providers are expected to meet. If we’re not careful, the activities we pursue in the name of quality assurance can have the opposite effect by rewarding standardization and compliance over flexibility and creativity. Balancing the system’s need for accountability with the needs and desires of each person for a self directed life requires a thoughtful approach that honours the natural authority of the person and their family, friends and allies. In this workshop, we will share our organization’s efforts to minimize the intrusion of bureaucracy on people’s lives, guided first and foremost by what matters most to the people we serve.