Quality Certificates
SAMUR-Protection has an integrated Quality Management System (UNE EN ISO 9001 Standard), environmental management (UNE EN ISO 14001 Standard and the Eco-management and Audit Scheme (EMAS) Regulation, emergency management and incident response (ISO 22320 Standard) and quality management for medical transport (UNE 179002:2018 Standard)
Quality Management System. ISO 9001:2015 Standard
The Total Quality strategy is integrated into daily management, monitored through activity and outcome indicators, with internal audits of all administrative units of the service and external audits by certifying bodies, in accordance with the UNE-EN-ISO 9001 standard, a cornerstone of the Service since 1999.
ISO 22320 Standard. Security and resilience. Emergency management. Guidelines for incident management
In 2017, SAMUR-Civil Protection obtained for the first time the Emergency Management and Incident Response System certification for its activities of providing emergency medical care, rescue and preventive medical coverage in risk situations.
The implementation of an Emergency Management System, pursuant to the International ISO 22320:2018 Standard, means that SAMUR Civil Protection has designed and implemented optimal processes to execute the best response and minimise damages in the event of an emergency. This means that the service can effectively manage emergency information and ensure the coordination and cooperation of all stakeholders involved in the response, enabling a more effective response and attaining the ultimate objective of saving lives.
Quality management for medical transport (UNE 179002: 2018 Standard)
In 2022, an external audit carried out in May together with the other standards integrated into the management system opted for this certification which stipulates the quality requirements specifically applied to the activity of medical transport.
Environmental Management. ISO 14001:2015 Standard and EMAS
Since its creation, SAMUR-Civil Protection has been committed to minimizing the environmental impact of its activity. Since 2005, one of its priority objectives has been to ensure the compatibility of the provision of its services with an environmental management system to measure, target and minimise unwanted environmental effects on a day-to-day basis. This principle is one of the dynamic cornerstones of our environmental policy.
In 2008, the Environmental Management System as per the UNE-EN-ISO 14001:2004 Standard and the EMAS (European Eco-management and Audit System) Regulation was implemented, certified and verified, therefore ensuring compliance with all environmental legislation.
From that moment, environmental management became part of all decisions taken within the service, and gradually moving towards greater environmental protection and pollution prevention.
Models of Excellence
CAF (Common Assessment Framework) Model
Throughout 2022 SAMUR-Civil Protection has carried out a self-assessment process, attaining a level of excellence according to the CAF (Common Assessment Framework) Model positioned in the 400-499 points range certified by the Directorate-General for Public Governance in July 2023.
Madrid Excelente (Madrid Excellence)
SAMUR-PC was the first public service affiliated with a city council to be distinguished and awarded the Madrid Excelente (Madrid Excellence) (now Fundación Madrid por la Competitividad or Madrid Foundation for Competitiveness in English) brand and seal for its medical management and commitment to society in 2001. This distinction is awarded by the Community of Madrid to those organisations and companies which comply with certain quality standards and demonstrate excellence in their management, noteworthy for their development, improvement, commitments and results.
In January 2022, SAMUR-Civil Protection received recognition for “excellence in its management” from Madrid Excelente (Madrid Excellence), a regional non-profit organisation which celebrated its 20th anniversary.
Other recognition for the management model: EFQM Excellence Model
EFQM (European Foundation for Quality Management)
In its first evaluation in 2009, SAMUR-Civil Protection was awarded the prestigious 500+ Seal of Excellence—the highest certification granted by the Club of Excellence on behalf of the European Foundation for Quality Management (EFQM)—in recognition of the quality, thoroughness, and commitment demonstrated in delivering services to the people of Madrid. Our service was the first organization in Spain to receive this distinction in its initial evaluation."
Subsequently, in 2012 and July 2014, the evaluators from the certification company SGS revalidated this level, recognising the progress in continuous improvement, and increasing its score to one of the highest in the country.