Services Standards: Defining the Core Consumer Elements ... - ANEC

Services Standards
Monitoring and
inspection in
binding law
Monitoring and
inspection in coregulation
and
self-regulation
Smart house
services for
elderly and
disabled
NEN/SN
(project),
Residential
homes for
elderly people
AFNOR
(project)
and AFNOR NF
X 50-058
AFNOR NF X
50-058
7.2. evaluation
of quality,
7.2.2. consumer
satisfaction,
7.2.3.
establishing
corrective and
preventive
actions
Services for
resident people
AFNOR
(project)
and
AFNOR NF X
50-056
AFNOR NF X
50-056
3.4.2.1.
monitoring the
client’s situation,
once a year,
3.4.2.2. regular
evaluation,
4.2. evaluation
of consumer
satisfaction,
4.3. corrective
and preventive
action
7. Impact on standardisation of services
CEN/CENELEC
Guide 6
Guidelines for
standard
developers to
address the
needs of older
persons and
persons with
disabilities
Assisted living
for the elderly
DIN 77800
4.5. detailed
rules on survey
of customer
satisfaction
(including
confidential
treatment) and
Follow-up
measures to
improve the
quality of the
service
The standardisation of services provided to the elderly if they are residents or
living in a residential home is certainly some sort of an acid test for
standardisation. It is a huge and even growing market which attracts attention
from all service providers. On the other hand, it is a market which requires a
sensitive management of the relationship to the client. As most national private
legal orders do not deal with contracts for residential homes, there is ample
room for standards to fill that gap. In particular, the two German and French
standards constitute a promising start. They deal with at least four parameters
quite intensively: education and skills, equipment and premises, pre-contractual
information and monitoring and inspection. However the hard core issues, the
content of the contract in specific sensitive areas, such as pricing and billing of
services, and rights and remedies, are relatively underdeveloped. Standardisers
could take the freedom to also consider how rights and remedies can be
executed, in particular if the parties to the contract are not, or are only partly, in
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