Service Charter · Morocco
Rabat
A structure of the Don Peppino complex in the Moroccan capital. Detailed data, services provided and direct contacts are being published.
Data being updated. For information, you may contact the head office.
Facility details
- Address
- Indirizzo in aggiornamento, 10000 Rabat
- Telephone
- +39 380 362 0592
- Medical director
- being updated
The contact details shown are those of the head office: the facility’s direct contacts are being set up.
Section I
Presentation and fundamental principles
Who we are
Don Peppino is a residential care complex that brings together and coordinates several care facilities for older people, in Italy and abroad. Each facility retains its own identity and its own Service Charter, within shared principles and standards.
Institutional aims
We organise and manage residential care homes for older people and assisted-care health residences: non-hospital facilities intended to welcome self-sufficient and non-self-sufficient older people, offering hospitality, care and rehabilitation activities. Services reserved by law to professionals enrolled on professional registers are carried out personally and under the responsibility of qualified professionals.
Authorisations
We operate with the authorisations required by law for the provision of social and health-care activities. The details of the measures relating to each facility are currently being published in this Charter.
The fundamental principles
The provision of our services conforms to the six principles set out in the ministerial guidelines.
- 01
Equality
Equal access to services for all residents, without distinction of gender, ethnicity, language, religion, political opinions, physical or economic circumstances.
- 02
Impartiality
Objective and fair treatment of every resident, subject only to priorities of a clinical nature.
- 03
Continuity
Provision of services in a continuous and regular manner; in the event of irregular operation, we promptly take measures to reduce any inconvenience.
- 04
Right to choose
Respect for the resident’s freedom to choose, within the limits set by law and by their own care plan.
- 05
Participation
The resident and authorised family members take part in improving the service through information, opinions, questionnaires and complaints.
- 06
Efficiency and effectiveness
Appropriate use of resources and services genuinely able to meet needs and promote the well-being of the person.
Section II
Information on the facilities and services
How admission works
- 01
First contact
A conversation, in person or by telephone, to understand the resident’s needs and to receive initial information.
- 02
Visit to the facility
We always invite you to visit the facility and to get to know the spaces and the team, with no obligation.
- 03
Assessment and admission check-up
On admission, the resident undergoes an assessment by the facility’s doctors.
- 04
Welcome and Care Plan
The Individual Care Plan is drawn up and the resident is welcomed by the team.
The Individual Care Plan
The Individual Care Plan (PAI) contains all the guidance needed to ensure care appropriate to the needs of the person. All staff work in accordance with the guidance of the Plan, which is updated as the resident’s condition changes.
Electronic medical record
The activities and care of each resident are recorded in a personalised electronic medical record, with alerts, activity planning based on shared protocols and indicators to monitor the safety, effectiveness and appropriateness of care.
The services provided
The facilities of the complex provide the following services, in accordance with the company’s corporate purpose.
- Hospitality service
Catering, cleaning of the premises, laundry and linen service.
- Social and health care
Continuous personal care provided by qualified staff.
- Rehabilitation activities
Rehabilitation and maintenance of motor and functional abilities.
- Recreational, cultural and occupational activities
Recreational programmes, workshops, music, social activities.
- Nursing and basic medical care
Daytime and night-time nursing care and basic medical care.
- Psychological support
Psychological support for residents and, where necessary, for family members.
- Personal care
Hygiene, daily care and personal services.
Comfort and surroundings
- Accessible rooms and communal areas, free of architectural barriers
- Call device available to the resident
- Clear internal signage and identifiable staff
- Spaces for receiving family members
Visits and relations with family members
We encourage the presence of family members and their participation in the life of the facility. Visiting hours and access arrangements are set out in the Service Charter of each facility.
Financial aspects
The fee varies according to the resident’s characteristics, the accommodation chosen, the level of hotel comfort, the length of stay and the package of services. We do not publish price lists: every quotation is personalised and without obligation.
Section III
Quality standards, commitments and programmes
We make verifiable commitments on quality. For each standard we indicate the indicator and the tool with which we measure it: we do not set standards that we are unable to measure.
| Quality factor | Indicator | Standard | Verification tool |
|---|---|---|---|
| Welcome | Welcome interview | By the day of admission | Admissions register |
| Taking into care | Drafting of the first PAI | Within 30 days of admission | Electronic medical record |
| Taking into care | Updating of the PAI | At least every 6 months or when conditions change | Electronic medical record |
| Health care | Nursing presence | Daytime and night-time nursing care | Duty rosters |
| Information | Identifiability of staff | Identification badge for all staff | Internal check |
| Catering | Display of the daily menu | Daily | Internal check |
| Protection | Response to a complaint | Within 15 days of submission | Complaints register |
| Participation | Satisfaction survey | At least once a year | Questionnaire for residents and family members |
Improvement programmes
The indicator measurements are translated into improvement actions. The management identifies those responsible for the measurements, analyses any deviations and periodically raises the standards.
Section IV
Mechanisms for protection and verification
Complaints and reports
The resident, authorised family members and advocacy bodies may submit observations, reports and complaints regarding any shortcoming or limitation in the availability of services. The management responds within a maximum of fifteen days from submission, as provided for by art. 14 of D.lgs 502/1992.
- Submission in writing, verbally, by telephone or by email to the management of the facility
- Receipt and investigation by the management
- Reasoned response within 15 days
- Referral to the parties responsible for removing the shortcoming
Annual report
Each year we publish a report on the state of the standards and on the results achieved, together with the improvement actions adopted.
Services conference
At least once a year, the management convenes the Services Conference, open to residents, family members and advocacy and voluntary organisations, to review the commitments made.
Satisfaction surveys
We periodically carry out surveys on the satisfaction of residents and family members, through questionnaires and listening sessions. The results feed into the improvement programmes.
Attachments
- Charter of the rights of older people
- Satisfaction questionnaire for residents and family members
- Form for reports and complaints
Attachments being published.
The Charter is reviewed and updated at least once a year.
Come and visit our location in Rabat
Our staff are available to answer every question and to guide you through your choice.