What is Nueva?
Nueva is a social services evaluation model for people with learning difficulties and disabilities.
The word 'Nueva' means: "users evaluate".
The main objective of the model is the evaluation of the outcome quality from the users' point of view.
The core part of the evaluation is the personal interview by users with the help of a standardized questionnaire. In cases where users cannot be interviewed directly, instruments for supervision are put into place. The result of a Nueva evaluation offers authentic feedback from users about their experience of using services.
The particularity of the model is that the evaluators themselves are representatives of the peer group. This means that they are also people with learning difficulties and disabilities and they use different social services themselves. They undergo intensive training over a period of two years to become evaluators.
Nueva differs from satisfaction surveys, as the questionnaire contains concretely formulated criteria for output-quality, which are constantly being defined and improved by Nueva-evaluators.
The questions asked within the Nueva model are about observations in everyday life and should be easy to answer.
An example of one of the concrete questions in the questionnaire for living and housing services is: “Do the staff knock before entering your room?”