香港社会服务质量标准的监察制度——以残疾人服务为例

The Implementation of the Service Performance Monitoring System in Rehabilitation Services in Hong Kong

自1999年以来,香港特区政府借鉴国外服务质量评估机制,逐步建立了一整套社会服务表现监察制度,并应用于各类社会服务领域。有效的服务监察体系对于保证残疾人服务的质量尤为重要。本文深入阐述了香港特区社会服务质量管理中《服务质素标准》及评估监察方法的内容与特点,分析该服务监察标准在残疾人服务领域中的应用重点及存在的问题,以期对我国内地社会服务质量管理系统的建设与完善有所参考,对残疾人服务水平的提升有所帮助。

From 1999, drawing on the overseas experience of service quality assessment, the Hong Kong government established step by step the Service Performance Monitoring System and introduced it to various social welfare services. In rehabilitation services, effective mechanism for service monitoring is especially significant to ensure the quality of social services delivered to people with disability, as some of them may have difficulties in expressing their needs. This paper presents the features of service performance monitoring in Hong Kong, particularly focusing on the design of ＇Service Quality Standards＇ and assessment methods. Furthermore, reflecting on the authors＇ years of practices in accommodation and employment services for people with disability, the paper also examines the emphases and problems in implementing Service Performance Monitoring System in rehabilitation services, with the aim of informing the development and improvement of the social service quality management in China's Mainland to ensure and enhance the quality of social services for people with disability.