Policy. Integrated Management System
SAMUR-Civil Protection is a mixed medical care emergency service, composed of paid-staff and volunteers, both uniformed and hierarchical. It assumes responsibility for urgent and emergency medical care, as well as for the organisation and medical assistance of disasters and public calamity situations, which occur on streets and public areas within the municipality of Madrid and in those exceptional cases where its presence is required outside the city.
Its responsibilities also include the organisation and planning of preventive coverage and the medical response and Civil Protection in foreseeable risk events.
It is likewise responsible for the provision of medical training courses to the public in emergency, rescue, preventive and disaster situations.
Aware of the commitment undertaken, the Service has established an Integrated Management System in its organisation, including quality, environment, emergency management and incident response, and medical transport requirements.
To define and formalize the adoption of this commitment, the Management of SAMUR-Civil Protection has established its Policy, which is structured around three core pillars:
1. The quality of its management, as a guarantee of satisfaction, with full awareness of the needs and expectations of its users, citizens and other interested stakeholders. Quality which inevitably implies:
1.1 Ethical management, which adopts as a standard of performance certain defined principles and known to the entire Organisation, and which emphasises and focuses primarily on the compliance of its functions and duties, considering the interests of their patients/users and as per the commitments
1.2 Efficient management, based on the principles and models on which it is founded: leadership, process management, results-oriented continuous improvement, participation, transparency, professional excellence, knowledge of emergency situations, sharing of information, clear commitment to innovation as an engine for development, accountability and transparency.
2. The sustainability of its activity, with a fourfold responsibility:
2.1 Social, assuming a constant concern for the improvement of society, a commitment to ensuring the well-being and safety of workers and the public; promoting the values of health, coexistence and respect for the law; furthering culture and sport, and with a clear vocation to disseminate the knowledge and experience gained in the exercise of its activities etc.
2.2 Economic, through the careful and efficient management of the resources entrusted by the public.
2.3 Environmental, through the continuous assessment of its environmental performance, the control and management of the main aspects of environmental protection including pollution prevention, consumption control, waste, emissions and discharges and constantly raising awareness and training of all stakeholders involved in SAMUR-Civil Protection (personnel, users, suppliers etc.) in one way or another, as well as the life cycle perspective on material resources that the Service requires.
2.4 Legal, by identifying and evaluating the legal and other requirements which the organisation subscribes to.
3. Quality and effectiveness of user-oriented medical assistance and civil protection
3.1 Best medical assistance practices based on up-to-date scientific evidence, having state-of-the-art medical technologies and a training programme tailored to each professional profile in pursuit of excellence.
3.2 Based on the compliance with users' rights as regards health (information, confidentiality, autonomy, privacy etc.).
3.3 Humanization of medical assistance by ensuring quality personal treatment and appropriate, sufficient and intelligible communication.
3.4 Ensuring a culture of patient safety within the organisation, with the objective of minimising risks in emergency medical care.
3.5 Studying and establishing synergies with other stakeholders (partnerships) which provide added value to the service provided.
To this end, this policy is regularly reviewed, ensuring that it is aligned to the Organisation’s purpose, with a commitment to continuous improvement and dissemination to all persons working for or on behalf of the Organisation.
The entire SAMUR-Civil Protection organisation is under the obligation to comply with the requirements established by the system in relation to the performance of the respective functions.
The Sub-Directorate of SAMUR-Civil Protection delegates sufficient and necessary authority to the Quality Manager for the promotion, development, implementation and follow-up of its Quality and Environmental System with the support of required personnel.