Institutions for persons with disabilities 2.4.8 Positive observations The NPM also visited institutions and facilities in 2017 whose overall approach can be considered good practice. Open to the „outside world“ A fundamental factor in enabling inclusion is the central location of apartments and residential groups inside towns. Several of the institutions and facilities fulfil this requirement and make a point of opening up to the “outside world”. One residential group for example runs a partner post office and another runs a “repair cafe“. Both of these services are gladly accepted by the local populations. In one facility where emphasis is on artistic creation the takings from art sales go to the artists. Integration in the primary labour market Although integration in the primary labour market often proves to be difficult for many clients, the commissions were able to report about the great dedication of many institutions. One facility has maintained contact to regional companies for many years. As a result, clients at least have access to marginal employment. Encouraging clients to complain Effective complaint management is not only helpful in enabling persons in institutions and facilities to exercise their rights, but also can serve as a preventive measure against violence and aggression. It is not only about having the opportunity to complain but having the confidence to formulate a complaint. Some facilities encourage their clients to articulate complaints in order to learn from them. In these cases, complaints are perceived as a positive factor and as a tool that self-determined persons can use. One of the facilities enabled their staff to visit other facilities. The teams were able to share their experience, network and thus learn from each other. Flexible options XX 100 One facility for persons with severe intellectual and multiple disabilities stands out due to the fact that highly qualified multi-professional teams care for the clients according to their individual needs. There are “Client Days” when residents take a day off from the daily structure and do something together with their caregivers. Communication books are created for each nonverbal resident to record and explain their individual ways of expression.  Examples of good practice should serve as models for the operators of institutions and facilities.