Supporting our seniors and helping them to maintain an independent lifestyle has been ACPPAʼs mission for over 30 years. To substantiate its approach, the not-for-profit Group that manages care homes and services for senior citizens has deployed ISO 9001 throughout its management system in the quest for quality services.
The once unfavourable image associated with old peopleʼs homes has evolved dramatically, thanks in particular to modern, bright and spacious facilities where residents enjoy personalized care and support, dispensed by a proficient multidisciplinary team.
As we get older, the desire to “stay in your own home” is pitted against the challenges of day-to-day living. The ACPPA Group care homes offer residents the solutions that meet their needs while reflecting their level of autonomy, and combines a lively social life, high-quality accommodation and a wide range of activities with essential care services.
This level of quality requires unwavering commitment and dedication, underpinned by a process that must be continually reviewed and developed. But how do you sustain the quest for excellence? ACPPA relies on various quality models, including national service standards and ISO 9001, which it implements in the Groupʼs fifty or more care homes across France. Laurentia Palazzo, Quality & Communication Director for the Group, tells us how ISO 9001:2015 is helping the organization become more efficient without compromising its human and ethical values.
ISOfocus: What are the benefits of ISO 9001:2015 on the Groupʼs different activities?
Laurentia Palazzo: The new requirements of ISO 9001:2015 are wholly consistent with the organizational and management changes that ACPPA wants to implement. After three cycles of certification to the 2008 edition, the Group became interested in the EFQM management model (European Foundation for Quality Management), which provides a general framework for promoting excellence in terms of operation and performance.
The new edition of the standard follows the same line. The audit we underwent to renew our ISO 9001 certification enabled us to measure precisely how far we had come and the progress made in our quest for excellence, while identifying the weaknesses we must continue to address in all of the Groupʼs activities.
How long has ACPPA Group been certified and what is the purpose of the standard?
We have, since 2005, an NF Service certification for “in-home personal services” (based on NF X50-056), which is one of the leading European marks for quality, reliability and professionalism of services. We also have an SGS Qualicert certification covering our residential facilities for dependent older persons. In 2007 we opted for a combined certification including ISO 9001 for both our accommodation and our residential and in-home care services, our health training division and our head office. The standard has helped us establish a coherent and consistent framework by which to manage the Groupʼs quality management system (QMS) in all of our activities and processes.
For as long as we have had our quality scheme, we have viewed ISO standards, as well as our French national standards and French Law 2002-2 (of 2 January 2002) reforming the social and healthcare system, as opportunities to be seized. French legislation encourages the development of personalized plans for residents in care homes, taking into account their needs and expectations. All these requirements enable us to “grow” by allowing our organization and our QMS to evolve.