CEN/TS 17500:2021
(Main)Quality of care and support for older persons
Quality of care and support for older persons
The services specified in this document are health and social care services for older persons provided by healthcare and social care personnel. This document
- specifies requirements and recommendations for services provided to the older person at home and in care homes, based on the older person's individual needs and preferences to assist self-determination, participation, and a safe and secure old age.
- specifies requirements and recommendations for systematic approaches regarding the service provider’s ability to produce a good quality of care and support for the older person.
- covers services irrespective of the legal form of ownership and whether the service is publicly or privately funded.
- is applicable to care providers, regardless of structure, organization, ownership, size or type of the care services provided.
- can be used by the service provider at all management levels in the organization to plan, lead, implement, maintain, evaluate and improve the quality of the service.
- can be used by the provider for internal audits or self-assessment and/or external parties for certification/accreditation to assess the provider’s ability to meet the older person´s needs and expectations.
- can be used to provide basic information for procurement and education.
- does not cover standardization of medical devices and clinical guidelines.
Qualität der Pflege und Unterstützung für ältere Menschen
Bei den in diesem Dokument aufgeführten Dienstleistungen handelt es sich um Gesundheits- und Sozialfürsorgedienste für ältere Menschen, die von Gesundheits- und Sozialfürsorgepersonal erbracht werden.
Dieses Dokument:
- beschreibt Anforderungen und Empfehlungen für Pflegeleistungen, die den älteren Personen zu Hause und in Pflegeheimen geboten werden, basierend auf den individuellen Bedürfnissen und Wünschen der älteren Person, um die Selbstbestimmung, die Mitbestimmung und ein sicheres Älterwerden zu unterstützen.
- beschreibt Anforderungen und Empfehlungen für systematische Ansätze hinsichtlich der Fähigkeit des Anbieters, eine gute Qualität der Pflegeleistung und Betreuung für die ältere Person zu gewährleisten.
- behandelt Dienstleistungen unabhängig von der Rechtsform und unabhängig davon, ob die Dienstleistung öffentlich oder privat finanziert wird.
- ist auf Anbieter anwendbar, unabhängig von Struktur, Organisation, Trägerschaft, Größe oder Art der angebotenen Pflegedienste.
- kann vom Anbieter der Pflegeleistung auf allen Management-Ebenen in der Organisation zur Planung, Leitung, Implementierung, Aufrechterhaltung, Beurteilung und Verbesserung der Leistungsqualität verwendet werden.
- verlangt vom Anbieter, den Leistungsinhalt der Organisation in einer Dienstbeschreibung zu erläutern, die z. B. eine Erklärung über Zweck und Art des Pflegedienstes, Maßnahmen zur Gewährleistung des Wohlbefindens und der Sicherheit der älteren Menschen, die ethischen Grundsätze, die angebotenen Dienste und Einrichtungen, das Management und das Personal in Bezug auf Fähigkeiten und Anzahl, Methoden zur Qualitätskontrolle und Beurteilung des Dienstes enthält.
- fordert den Anbieter auf, die Dienstleistungsbeschreibung mit dem Inhalt dieses Dokuments zu vergleichen und bietet bei Bedarf eine Erklärung, in der beschrieben wird, welche Abschnitte, Anforderungen und Empfehlungen, die nicht in der Dienstleistungsbeschreibung enthalten und daher nicht auf die Dienstleistungen des Anbieters anwendbar sind.
- kann vom Anbieter für interne Audits oder Selbstbeurteilung und/oder von externen Parteien für die Zertifizierung/Akkreditierung verwendet werden, um die Fähigkeit des Anbieters zu beurteilen, die Bedürfnisse und Erwartungen der älteren Person zu erfüllen.
- kann verwendet werden, um grundlegende Informationen für Beschaffung und Ausbildung zu geben.
- umfasst nicht die Normung von Medizinprodukten und klinischen Richtlinien.
Qualité des soins et de l'accompagnement des personnes âgées
Le présent document spécifie des exigences et des recommandations relatives à la fourniture de services de soins de santé et de services d’aide à l’autonomie pour les personnes âgées, dispensés par un personnel de santé ou un personnel de soutien à l’autonomie, que le service soit assuré au domicile des personnes ou dans une résidence médicalisée.
La fourniture du service est fondée sur les propres besoins et préférences de la personne âgée en vue de favoriser la liberté de choisir, la participation et une avancée en âge dans des conditions sécurisées.
Le présent document est applicable à tous les prestataires de services de soins et d’accompagnement des personnes âgées, quels que soient leur taille, leur structure, leur régime juridique ou leur mode de financement (public ou privé).
Le présent document ne couvre pas la normalisation des dispositifs médicaux et/ou des lignes directrices cliniques.
Kakovost oskrbe in pomoči za starejše
V tem dokumentu so določene storitve zdravstvene in socialne oskrbe za starejše, ki jih izvaja zdravstveno in socialno osebje. Ta dokument:
– določa zahteve in priporočila za storitve, ki se izvajajo za starejše v njihovem domačem okolju in domovih za ostarele na podlagi individualnih potreb oziroma preferenc glede samostojnega odločanja, sodelovanja ter varnosti v starosti;
– določa zahteve in priporočila za sistematične pristope v zvezi s sposobnostjo izvajalca storitev, da starejšemu zagotovi kakovostno oskrbo in podporo;
– zajema storitve ne glede na pravno obliko lastništva in ne glede na to, ali se storitev financira javno ali zasebno;
– se uporablja za izvajalce oskrbe, ne glede na strukturo, organizacijo, lastništvo, velikost ali vrsto storitev oskrbe;
– lahko izvajalec storitev uporablja na vseh ravneh upravljanja v organizaciji za načrtovanje, vodenje, izvajanje, vzdrževanje, vrednotenje in izboljšanje kakovosti storitve;
– lahko izvajalec uporablja za notranje presoje ali samoocenjevanje oziroma ga lahko uporabljajo tretje osebe za certificiranje/akreditacijo in tako ocenijo sposobnost izvajalca, da lahko zadovolji potrebe in pričakovanja starejšega;
– je mogoče uporabiti za zagotavljanje osnovnih informacij za namene preskrbe in izobraževanja;
– ne zajema standardizacije medicinskih pripomočkov in kliničnih smernic.
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-februar-2022
Kakovost oskrbe in pomoči za starejše
Quality of care and support for older persons
Qualität der Pflege älterer Menschen - Dienstleistungen, die in der eigenen Wohnung
erbracht werden, einschließlich betreutem Wohnen
Qualité des soins et de l'accompagnement des personnes âgées
Ta slovenski standard je istoveten z: CEN/TS 17500:2021
ICS:
03.120.99 Drugi standardi v zvezi s Other standards related to
kakovostjo quality
11.020.10 Zdravstvene storitve na Health care services in
splošno general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
CEN/TS 17500
TECHNICAL SPECIFICATION
SPÉCIFICATION TECHNIQUE
November 2021
TECHNISCHE SPEZIFIKATION
ICS 11.020.10
English Version
Quality of care and support for older persons
Qualité des soins et de l'accompagnement des Qualität der Pflege älterer Menschen -
personnes âgées Dienstleistungen, die in der eigenen Wohnung erbracht
werden, einschließlich betreutem Wohnen
This Technical Specification (CEN/TS) was approved by CEN on 17 October 2021 for provisional application.
The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to
submit their comments, particularly on the question whether the CEN/TS can be converted into a European Standard.
CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS
available promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in
parallel to the CEN/TS) until the final decision about the possible conversion of the CEN/TS into an EN is reached.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,
Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway,
Poland, Portugal, Republic of North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and
United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels
© 2021 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 17500:2021 E
worldwide for CEN national Members.
Contents Page
European foreword . 4
Introduction . 5
1 Scope . 8
2 Normative references . 8
3 Terms and definitions . 8
4 Organizational and technical processes . 14
4.1 Organization, management, and resources . 14
4.2 Personnel — knowledge, skills, and numbers . 16
4.3 Ethical principles . 19
4.4 Health promotion and wellbeing . 20
4.5 Assistive devices – systems, technology, and related services . 21
4.6 Accessibility and the built environment . 22
4.7 Cleaning, hygiene and infections . 24
5 Initial processes, assessment, agreement and documentation . 26
5.1 Initial assessment of needs . 26
5.2 Agreements and contracts related to the older person . 27
5.3 Documentation – plans, agreements, initiatives and results . 28
6 Main processes – Social and community life . 29
6.1 Rights, diversity, integrity and participation . 29
6.2 Security and safety . 31
6.3 Communication and information . 32
6.4 Activities . 33
6.5 Informal caregivers – people close to the older person and volunteers . 35
7 Main processes – Health and wellbeing . 35
7.1 Health literacy . 35
7.2 Assessment of care and support during ongoing care . 36
7.3 Cognitive function and mental health . 37
7.4 Food, drink, meals and nutrition . 38
7.5 Oral and dental health. 40
7.6 Bladder and bowel function . 40
7.7 Personal care, skin and wounds . 41
7.8 Pain . 42
7.9 Medications . 42
7.10 End of life and palliative care . 44
8 Quality assurance . 46
8.1 Systematic quality work . 46
8.2 Quality statement . 47
8.3 Quality management systems . 47
8.4 Suggestions and complaints . 48
8.5 Prevention and management of risks . 49
8.6 Non-conformities and adverse events . 50
8.7 Evaluation of processes, activities and outcomes . 51
8.8 User feedback . 51
8.9 Internal audits . 52
8.10 Self-assessment . 53
Annex A (informative) The integrated care concept, healthcare and social care . 54
Annex B (informative) Needs, wishes, assessment and assessment tools . 56
Annex C (informative) Compliance with requirements and recommendations . 60
Bibliography . 62
European foreword
This document (CEN/TS 17500:2021) has been prepared by Technical Committee CEN/TC 449 “Quality
of care for older people”, the secretariat of which is held by SIS.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
Any feedback and questions on this document should be directed to the users’ national standards body.
A complete listing of these bodies can be found on the CEN website.
According to the CEN/CENELEC Internal Regulations, the national standards organisations of the
following countries are bound to announce this Technical Specification: Austria, Belgium, Bulgaria,
Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland,
Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Republic of
North Macedonia, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the
United Kingdom.
Introduction
Development of care and support
In Europe, the population of older persons requiring care and support services is increasing. Older
persons are generally defined according to a range of characteristics including chronological age,
change in social role and changes in functional abilities. In high-resourced countries older age is
generally defined in relation to retirement from paid employment and receipt of a pension.
There is a need for a shift in the way societies are organized and a change in the way older persons and
ageing in general are perceived. Building on the concepts of active ageing and age-friendly
environments, this document, Quality of care and support for older persons, stresses the importance of
enabling the older person in need of care and support to be involved and empowered to decide how
their needs, expectations and preferences can be met to live as autonomously as possible.
This document promotes the idea that the older person has the right to age with dignity, to be respected
and to be included as a full member of society. Promoting a rights-based approach means, for example,
fighting age discrimination, protecting service users’ rights, ensuring access to reliable and
comprehensive information, promoting a more accessible environment, and support for mobility,
communication, consultation, and participation.
Accessibility and availability of care and support services also play a critical role in ensuring the
inclusion of the older person. This means that the older person can use a service regardless of age,
geographical location, illness, disability, or functional limitation.
Important factors in quality development are that the older person maintains control over their own life
and that their needs and preferences are considered in the planning and provision of the care and
support. It should be a priority to develop a person-centred approach in all services, to maintain the
dignity, participation, and empowerment of the older person in need of care and support.
Provision of care and support needs to evolve
In general care and support of the older person services are of a good standard Despite this, threats to
the quality of care and support sometimes can come from outdated ideas and ways of working, which
often focus on keeping the older person alive rather than on supporting dignified living and maintaining
their intrinsic capacity. In this case, the older person may be regarded as a passive recipient of care and
support, and services may be organized around the service provider rather than the needs and
preferences of the older person. Care and support may focus on meeting the older person’s basic needs,
such as eating, showering or dressing, at the expense of the broader objectives of ensuring wellbeing,
that life has meaning, and that the older person feels respected.
With these aspects in mind, care and support ought to evolve in radical ways if the growing needs of
older persons are to be sustainably met. The transformation will require a coordinated and
multisectoral response that involves a wide range of stakeholders, both within and outside
governments. The most important participant being the provider, in the sense that it is the provider
who can ensure that the autonomy and will of the older persons are respected. More fundamentally,
mindsets about what care and
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