Company charter · Simplified version

Taking care,
in respect of everyone

At SUR.lu, taking care is not limited to professional gestures. It means listening, respecting and supporting each person with humanity. This charter presents the commitments that guide our relationships with users, their relatives, our staff and our partners.

1

The person at the heart of our care

• We respect the history, identity, habits, privacy and dignity of every user.
• We foster their autonomy and involve them in decisions about their support.
• We seek their consent and stay attentive to their choices, needs and feedback.
• Any remark or complaint is received seriously and without judgement.

2

A respected and supported team

• The well-being of staff directly contributes to the quality of care.
• SUR.lu prevents occupational risks and provides safe working conditions.
• Continuous training lets everyone develop their skills and expertise.
• Respect, courtesy, mutual aid and open dialogue are expected in all working relationships.

3

Safety, trust and professionalism

• Professional secrecy and data confidentiality are strictly respected.
• Hygiene rules, safety procedures and required equipment protect user and professional alike.
• Any incident or accident is reported immediately and followed up transparently.
• Cash gifts and tips are not accepted; only small symbolic tokens may be tolerated.

4

Always learning and improving

• Every piece of feedback is an opportunity to listen, learn and progress.
• Management, the Safety Advisor and the Ethics Committee support the analysis of sensitive situations.
• Our practices, training and prevention measures evolve continuously.
• Everyone contributes to care that is ever more humane, safer and more respectful.