The “Reyada” Quality Assessment Framework represents a landmark initiative for social services in Abu Dhabi. For the first time, it brings together a shared framework that will define the social sector, enhance policy coherence, facilitate coordination, and increase service connectivity. Fundamentally it will provide an integrated system through which the quality of services, and practice in and across the sector can be assessed and further improved.

The “Reyada” Quality Assessment Framework was developed through a comprehensive and collaborative effort led by the Department of Community Development (DCD). A benchmarking exercise for national and international quality frameworks was conducted in the areas of quality assessment and social care policy and provision. It also involved an assessment of the implementation readiness of the social care sector in Abu Dhabi, in alignment with related initiatives being progressed in DCD. In developing the Reyada, the aim was to ensure that the framework was crafted from best practice models and tailored to the culture and context of the social care ecosystem in Abu Dhabi.

The piloting of the “Reyada” Quality Assessment Framework took place in Q4 2022 across several key social service providers in Abu Dhabi. Learning from this consultation process led to the refinement and finalization of the “Reyada” Quality Assessment Framework and associated implementation plan. Following this, “Reyada” Quality Assessment Framework was officially implemented on 23rd November 2023 across all the social care facilities in Abu Dhabi. 

The “Reyada” Quality Assessment Framework covers all social care facilities operating in Abu Dhabi, whether government or private.

In this initial phase of implementation, a developmental approach will be followed. The primary focus will be on optimum engagement with the “Reyada” Quality Assessment Framework, rather than an emphasis on immediate achievement. For quality frameworks to be effectively utilized it is crucial that a commitment and culture of learning and development is created among all stakeholders. Therefore, DCD is fully committed to emphasizing the pursuit of quality as a dynamic process of attainment and continuous improvement, rather than a static endpoint of completion.

It is anticipated that the initial implementation of the “Reyada” Quality Assessment Framework will provide rich and valuable learning that will further inform the framework. Implementing the “Reyada” Quality Assessment Framework in real world settings will provide further information and knowledge regarding appropriate thresholds and levels of attainment. This will also provide more relevant and diverse potential evidential sources that can be used in supporting the “Reyada” Quality Assessment Framework . Moreover, implementation of the “Reyada” Quality Assessment Framework will assure clear understanding of the social sector structure in the Emirate and the quality of its services.

In recognition of the critical connection between policy development and service delivery, the implementation phase of “Reyada” Quality Assessment Framework will allow DCD to identify challenges, successes and trends being experienced by social care services provision in Abu Dhabi. This will further strengthen the connection between policy maker and service provider, as well as between regulator and operator. Through this, a clearer line of sight and feedback loop will be established whereby DCD can respond with policy solutions to both existing and emerging societal challenges.

The social care facilities are identified for assessment scheduling according to their registration status with DCD and their category of social care provision, ensuring complete and diverse engagement at the outset.

“Reyada” Quality Assessment Framework is built on the two pillars of assessment: One that is carried out internally by the service facility as a self-assessment, and the other as an external assessment, carried out by an external body on behalf of DCD.

Self-assessment involves the facilities comparing their service provision status against the outlined in “Reyada” Quality Assessment Framework and evaluating their performance progress using the provided self-assessment tool.

Initially, the service provider must become familiar with the “Reyada” Quality Assessment Framework document, the assessment guidelines, and the implementation process presented in the awareness workshops. The person(s) assigned with the responsibility for coordinating the implementation of the “Reyada” Quality Assessment Framework should engage with DCD along with their nominated external assessment body. They must also attend the briefing and training events organized for service providers on the implementation of the “Reyada” Quality Assessment Framework prior to starting the self-assessment.

Practical support and guidance for social care service providers will be provided by members of the Quality of Social Services Office at DCD and by the external assessment body contracted on behalf of DCD, which can support by conducting workshops. Initial training on the “Reyada” Quality Assessment Framework will be given to service providers and individuals within social care organizations who have roles directly supporting quality within their respective organizations. These individuals will be central to the implementation of the “Reyada” Quality Assessment Framework.

There are varying levels of organizational maturity of services within the social care sector in Abu Dhabi; with some services recently established, and others with a long tradition of practice. Notwithstanding this, it is expected that all existing social care services have systems and processes in place that support and report on good practice and quality assurance.

The Reyada-Quality Assessment Framework now provides a structured and common framework in which to capture these existing policies, procedures, and practices, through assessment against the Reyada-Quality Assessment Framework outcomes. Therefore, the Reyada-Quality Assessment Framework should not necessarily involve the creation of a new and additional area of work but offer a mechanism to capture and coordinate areas of work that relate to compliance and quality performance. It is expected that this will allow for a reframing and refocusing of such work in a common framework, thereby bringing efficiencies across a range of areas.

Yes, it is mandatory for organizations to engage with the Reyada-Quality Assessment Framework on an ongoing basis, considering that this framework is a key regulatory tool developed by DCD, which is the regulatory body of the social sector in Abu Dhabi.

This will be done through a report that includes the assessment findings, conformities and non-conformities, and the assessment score and ranking for each domain, as well as the overall assessment score and ranking. Based on the overall four-point assessment scale in the Reyada-Quality Assessment Framework, the social care service providers will be awarded an assessment ranking that will act as the benchmark for further continuous improvement. The ranking will enable the establishment of an incentives mechanism and public accountability system.

All centers operating under one organization shall be assessed individually and independently from other centers or facilities. Although all the facilities/centers share the same strategic direction, frameworks, and policies, the implementation and practice of these will differ from one facility/center to another. Accordingly, evidence will be sought and collected from each facility/center to ensure alignment and capture the unique practice of each.

To demonstrate the facility’s compliance with the criteria of the standard, the required evidence should be made available to the assessors at the time of self-assessment submission and at least during the time of the on-site assessment, or else it is considered missing or not in place.

An Arabic version of the Reyada-Quality Assessment Framework will be available for the use of the facilities and their understanding, but the assessment, its proceedings, formal communication, and reporting shall be conducted only in English.

The external assessment body will notify the service provider with the assessment plan, including all the timings, resources, requirements, and preparations that need to be made for the on-site assessment day(s). The facility shall reply to the external assessment body with the needed information to complete the assessment plan.

Although the self-assessment is a pre-requisite to the on-site assessment, failure to submit the self-assessment will not hinder conducting the on-site assessment. Rather, it will only make it harder for the facility and the external assessor because of inefficient time management and a stressful assessment process.

The external assessment body expects the service provider to respond to the assessment plan by identifying the persons who will be involved in the assessment and declaring the validity of the evidence to be provided. This demonstrates the cooperation and willingness of the service provider to be part of the quality improvement initiative. Nevertheless, the external assessment body will carry on with the on-site assessment even if the provider has not responded. No response will be considered as non-cooperation and shall be reported to DCD.

Undergoing the on-site assessment is mandatory. In the event of the on-site assessment not being conducted as planned due to acceptable reasons approved by DCD, such as an emergency, the assessment will then be rescheduled. Or else the assessment will be considered done and the rating of the facility will be “Basic”.

If the assessment took longer than anticipated, then the external assessment body may extend the assessment days, and the facility will be notified.

The assessment results and final report will be communicated with the facility within 30 working days, but there will be no publishing of the assessments results in the time being.

The typical duration of an assessment day is eight (8) hours, not exceeding ten (10) hours unless adequately justified. The assessment time is determined based on the facility’s location, size, scope, type of social care service, and readiness of the facility/center.

The Department of Community Development determines the assessment type (announced or unannounced), mode (on-site, remote, or hybrid), frequency (annual or otherwise), and extent of assessments (comprehensive or selected processes). These details are communicated to the facility as explained in the assessment methodology.

The assessment day activities include conducting of the opening meeting, reviewing documents and evidence, collecting, and verifying information, communicating gaps and findings, generating assessment findings, preparing a high-level summary of conclusions, sharing customer feedback survey, and conducting the closing meeting.

Complaints unrelated to the assessment findings can be submitted to dcd.reyada@tasneef.ae. If related to the assessment, the facility has to follow the appeals process.

Facilities can share any disagreements about findings during the assessment process with valid justification and evidence. If a facility is not satisfied with the assessment final report, it can file an appeal within fifteen (15) working days of receiving the final report with valid justifications for disagreements and with the evidence that was already presented during the assessment. The appeal process involves providing clear citations of criteria requirements and objective evidence and should be sent on dcd.reyada@tasneef.ae. Appeals shall be reviewed by an independent committee involving DCD.

Non-conformities identified during the assessment must be rectified with a Corrective Action Plan (CAP). The CAP should include details on the non-conformance/finding, identified root cause, proposed corrective action, responsible person for implementation, and the targeted completion date. The external assessment body reviews the CAP for completeness and accuracy and reserves the right to reject the plan if it does not meet the requirements.

Follow-up assessments are conducted for facilities with a final score equal to or less than 30% to assess the status of the corrective actions within 90 days. Re-assessments are conducted annually for all facilities, irrespective of their score, and are mandatory to ensure ongoing compliance with the Reyada-Quality Assessment Framework.

Assessment scores per domain are generated based on the Reyada-Quality Assessment Framework Scoring Guidelines. Each evidence is assigned a score (Full, Half, or Zero) based on conformity level. The final score determines the facility's overall rating, which falls into four levels: Basic (0%- <31%), Intermediate (31%- <61%), Achieved (61%- <81%), and Advanced (81% and higher).

If yes, please don’t hesitate to drop us an email at dcd.reyada@tasneef.ae and we shall respond as soon as possible. Or you can call us on 02-6922373, we are happy to respond to all your queries.