Die Qualität beruflicher Rehabilitation aus Sicht der „Kunden' - Ergebnisse aus Befragungen von über 10.000 Mitarbeitern mit Behinderungen

摘要

In many organizations surveying various aspects of human work is an established element of quality management and business excellence. Numerous approved survey instruments elicit employees' opinions and feed them into organizational development processes. However, in sheltered workshops for people with disabilities most of these instruments cannot be used, because they are - if at all - hardly suitable people with disabilities. The evaluation of work satisfaction in sheltered workshops for disabled persons is facing various challenges, which need to be considered both in the development of a suitable methodology as well as in the interpretation of the results. For instance, questionnaires should use an easy, plain language, interviewers should be carefully trained, or well known phenomena like the tendency of persons e.g. with mental disabilities to answer with "yes", should be taken into account. The survey instrument for persons with disabilities presented in this paper was developed to address these challenges. It is applied in a comparable form in 17 sheltered workshops within the "Reha-Benchmarking" project. The questions are phrased in a plain language. Mainly reporting instead of rating items are used, accompanied by detailed guidelines to inform and guide the interviewers. Interviews last between five and twenty minutes in average to prevent excessive demand and monotonous answering. In total, about two-thirds of all workshop employees can participate in the interview surveys, some of which are using communication aids. The results of more than 10,000 interviews show highly differentiated appraisals of different aspects by the employees with disabilities. First of all, the possibility to be able to work in the sheltered workshop is appreciated a lot, and the overall satisfaction is very high. In most workshops, employees are very satisfied with the direct care and support provided by workshop personnel. Questions on working-accompanying measures point to areas for further improvement. In some sheltered workshops for instance many employees do not even know which measures are offered or do not find trainings appealing to them. Improvements of high relevance are revealed with regard to workers' participation and self-determination. Only half of the employees answer "yes" to questions whether they can co-decide in which group they prefer to work or which type of work they would like to do, or what they would like to learn in accompanying measures and while / through working. This implies that another 50 % perceives itself only insufficiently empowered for co-determination. With regard to many aspects, employees' appraisals vary considerably among sheltered workshops. Therefore, the basic idea of a comparative benchmarking - the learning from the best as a basis for a cooperative improvement of quality - is facilitated by the survey instrument introduced in this paper. An analysis of the changes of interview results after three years in six of the sheltered workshops show that it is indeed possible to improve the perceived quality. In five of these six workshops, a reasonable number of quality aspects were reported on a higher level of satisfaction in the second survey. The implementation of appropriate and reliable surveys for the target group of people with disabilities requires some efforts, but according to experiences in the Reha-Benchmarking project these efforts are paying off easily: results facilitate controlling and continuous improvement of the quality of social work and vocational rehabilitation of people with disabilities. Negative effects e.g. of changes in the complex structures of sheltered workshops can early be detected by this instrument and can be addressed in early stages. Comparison and cooperation within a network of several workshops facilitate learning from the best and support an effective quality improvement. And, finally, most employees appreciate that the survey instrument empowers them by allowing them to express their opinions. Both sides, sheltered workshops as well as employees with disabilities, have understood that the collection and further use of praise as well as of critique is an honest form of esteem and inclusion.%Die Befragung von Menschen mit Behinderungen zur Qualität von beruflicher Rehabilitation bringt Herausforderungen hinsichtlich der Gestaltung der Befragungsinstrumente, der Durchführung von Interviews und der Interpretation der Ergebnisse unter Beachtung bekannter Antwort-Phänomene mit sich. Die Ergebnisse von über 10.000 Interviews in 17 WfbM im Rahmen des Reha-Benchmarkings weisen vor allem auf großen Verbesserungsbedarf in der Umsetzung von Mitbestimmungsmöglichkeiten hin. Die Hälfte der Mitarbeiter fühlt sich hier nur unzureichend einbezogen. Regelmäßige Befragungen der „Kunden" der Reha-Arbeit dienen dazu, die Qualität der Leistungserbringung zu verbessern und werden darüber hinaus von den Mitarbeitern auch als Form der Wertschätzung empfunden.