Access to Quality Services

The pivotal role of social services in the fight against social exclusion, by its very nature, requires provision that is accessible to those who need it and of high quality. The terms accessibility and quality are widely used in relation to service provision and it is generally agreed that the lack of them presents a stumbling block for combating poverty and the inclusion of people who may need a range of assistance to participate fully in society.

Whilst appearing to be a straightforward process, however, it does on closer inspection reveal a spectrum of meaning including, informing people of what is available, providing physical access to buildings (for disabled people), removing ethnic or ageist discriminatory, barriers’ but beyond that, ‘access’ is increasingly viewed as about moving from a traditional and sometimes paternalist ‘service definition of need’ ( professionals decide what you need) to one based on individual needs and preferences; a ‘partnership’ in the design, assessment, delivery and evaluation of services.

Seeing access as empowering citizens in this way then presents new challenges for policy makers and professionals, such as between offering a choice between service providers ( and levels/cost of services) v guaranteeing equity, on the one hand and between targeting resources on those, deemed, most in need v ensuring universal (minimum ?) service provision. For services to be accountable in terms of access and quality, these elements should also be quantifiable i.e. ‘performance – led’ with their own developed indicators.

Access to quality services was highlighted by the European Commission as a key issue in social inclusion in its Joint Report on Social Protection and Social Inclusion 2005. It was seen as one of the outstanding priorities for national governments to addresss in the NAPs/Inclusion 2006-2008. ESN as the network of European social services has an important contribution to make on this theme through the exchange of good practice and by drawing on the expertise of its members to draw attention to key issues within the theme of access.

ESN thematic activities on access have been focussed around a seminar held in Barcelona on 5-6 April 2006. In advance of the seminar, ESN had published a policy paper reviewing the current situation on access to services in the EU and putting forward some points for discussion and action. Our March e-newsletter contains examples of good practice in access drawn from our members and disseminated to ESN's wide contacts list across Europe.

The Barcelona seminar brought together directors and other representatives of public social services to discuss access and exchange good practice. The seminar resulted in the drafting of the ESN policy recommendations on access and on certain aspects of governance withinth the EU Social Inclusion Process, notably relating to the NAPs/Inclusion 2006-2008.

Please see the key documents box for the recommendations, a seminar report and the preceding policy paper.