Citizen’s Charter


Citizen's Charter are the instrument which discloses in advance the service that citizens can request and what are the quality commitments.

Citizens have full right to know and receive the public services with the highest quality. The Charters of Services are the instrument which discloses in advance the service that can be demanded and what are their commitment with quality.

1. Emergency medical care on the streets and public areas in the City of Madrid.

The main objective is to provide medical care to victims of diseases or accidents in public areas promptly and effectively. To this end, we commit to:

Provide prompt assistance:
The average response time of our units will be equal to or less than 9 minutes since the emergency call is received .

Ensure quality professional care:
Ensure the quality of medical care at the scene, with the intervention of two  physicians, in at least 96% of the critically ill patients.

Perform quality control of the professional performance on site of the three professional groups involved (physicians, nurses and EMTs), based on predetermined criteria of quality, with the aim of achieving a higher score than 90 out of 100 in each .

Assess the adequacy of the care provided by following up the clinical course at hospital of all critically ill patients during one week after the first assistance.

Give human and personal treatment:
Get an average score of 8,8 or above in the users satisfaction survey conducted by SAMUR-Civil Protection once a year.

Provide psychological support to victims in situations of particular emotional impact.

Provide specialized care for vulnerable groups (elderly or children mistreatment, women victims of domestic violence, victims of sexual abuse)

2. Coordination and medical care in case of disaster or mass casualty incidents.

The goal is to be prepared to react quickly and effectively to disasters or public calamities. To this end, we commit to:

Have adequate means:
Have available 365 days a year, 24 hours a day enough resources to respond to incidents with biological or chemical risk involved, with the possibility of simultaneous assistance to 4 different focus.

Ensure the education and training of the staff:
Ensure coordination between emergency services and the proper preparedness of the staff and the available resources, by means of performing at least 30 mass casualty incident and disaster simulation exercises per year.

3. Medical coverage in foreseeable risk situations.

The main objective is to be prepared to provide medical coverage to any event that could lead to individual or collective risk for the attending people.To this end, we commit to:

Have adequate means of response:
Maintain a response capacity up to 9 Advanced Medical Posts, 140 emergency vehicles and 1,250 volunteers with the official education and training requirements to face any emergency situation.

Provide medical coverage:Provide medical coverage of all mass gathering events that present medium or high risk according to a detailed and objective study of each event. In any case, preventive coverage of all public events over 2,000 attendees will be ensured.

Implement medical coverage correctly:
Maintain the number of complaints received about the services performed below 1% of total events covered per year.

4. Channeling and organization of voluntary citizen response to emergency medical situations

The main objective is to organize volunteers to ensure they are enough and have the required skills. To this end, we commit to :

Make adequate resources available:
Ensure a minimum of 5 volunteers per 10,000 inhabitants to attend to foreseeable risk events and disasters.

Provide appropriate training:
Maintain a minimum of 1,250 duly accredited  and trained volunteers. SAMUR-Civil Protection provides training and retraining programs to the volunteers.

Provide emergency medical support in disasters both in Spanish territory and abroad.
Maintain an operational disaster response unit equipped with at least 150 volunteers belonging to the professional staff of SAMUR- Civil Protection.

5.  Training in procedures and techniques in emergency medicine for health professionals and for the general population.

The main objective is to train citizens to be able to initially respond to medical emergencies, as well as health professionals to specialize in the field. To this end, we commit to:

Provide training activities:
Teach at least 260 "Bystander" courses per year, with special emphasis on children and youth, for a minimum of 12,000 students. These courses will be aimed at general population, and will focus on what to do first if you find yourself in an emergency situation

Teach at least 200 "First Responder" courses per year, for a minimum of 5,000 students. These courses will be aimed to those professionals who, due to their job,  can be the first to have to deal with an emergency.

Further develop and maintain collaboration agreements and specialized training for professionals and undergraduate university students (annual training of a minimum of 80 physicians, 550 nurses, 30 psychologists and 400 emergency medical technicians).

Perform spread awareness and information about SAMUR-Civil Protection:
Provide updated information about everything related to SAMUR-CP through the website.

Visits to SAMUR-CP Headquarters and lectures for schools, institutions, etc will be allowed.

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