Introduction
SUR.LU is committed to providing comprehensive and compassionate care to all its users. This establishment project describes the general characteristics of the individual care plan.
1. Target Population
Our objective is to serve:
- Elderly persons
- Individuals suffering from dementia
- End-of-life users
- Anyone requiring support to maintain their independence at home
- Anyone requiring home nursing care
2. User Care Modalities
As part of our commitment to providing personalised and adapted care, we take into account the various insurance coverages of our users throughout Luxembourg. This includes persons cared for under dependency insurance, according to the plan established by the ALIS evaluation unit, as well as nursing care — by medical prescription — or palliative care covered by health insurance.
Furthermore, we work closely with private or foreign health insurances to ensure that our users receive all necessary care in accordance with their coverage.
3. Specialised Care Concepts
- For users with dementia: Adapted therapeutic approaches to maintain independence and reduce anxiety.
- For end-of-life users: Palliative care focused on comfort, emotional support and respect for dignity.
- For persons with significant disabilities and high dependency: Implementation of personalised strategies to maximise their quality of life, taking into account their specific needs and promoting their inclusion and participation in daily life.
4. Well-Treatment Policy
Well-treatment is at the heart of our philosophy, promoting a culture of respect, empathy and support throughout all our interventions.
In coordination with supervisory staff, we offer a well-treatment charter whose objectives are:
- Identify at-risk situations
- Formalise shared values
- Adopt appropriate principles, methods, attitudes and behaviours
- Contribute to professional ethics
- Place the person at the centre of the care system
5. Communication
We implement effective means for fluid communication, both internal (between professionals) and external (with users, families and partners).
6. Complaints Management
To ensure user satisfaction and respect for their rights, we implement a progressive complaints management system through our dedicated IT platform and also by telephone.
This process aims to offer a clear, accessible and efficient method for the registration and rapid processing of complaints made by users, their relatives, the contact persons mentioned in their individual file or their legal representatives.
The complaints management system is deployed progressively to ensure smooth integration with our existing services and to allow adjustments based on initial feedback from users and those around them. This gradual approach aims to continuously refine the process of collecting and handling complaints.
Our specially designed IT platform facilitates the filing of complaints by offering an intuitive user interface. Users or their representatives can submit their complaints at any time, allowing for increased responsiveness and transparency in their processing.
Following the analysis of complaints, corrective actions are implemented to remedy the identified sticking points. Our objective is not only to resolve the specific problems raised but also to continuously improve the quality of our home care services. Feedback from complaints is considered a valuable opportunity for learning and improvement.
Regular communication is maintained with users or their representatives throughout the complaints management process to keep them informed of progress and resolutions. We are committed to maintaining a high level of transparency in the handling of complaints to strengthen the trust and satisfaction of our users.
7. Promoting User Independence
We employ strategies aimed at encouraging user independence, actively involving them in their care plan.
Professionals such as physiotherapists and occupational therapists play a key role in this process. They establish personalised objectives for each user, based on their capacity and specific needs. These objectives are designed to improve mobility, functional independence and the ability to carry out daily living activities. Working closely with the care team, physiotherapists and occupational therapists implement therapeutic programmes that promote not only physical well-being but also the sense of independence and dignity of our users.
8. Continuity of Care
Continuity and consistency of care are ensured through effective planning and constant communication between all stakeholders. This includes effective exchanges with doctors, laboratories and other care networks that contribute to user care. Close collaboration with these professionals ensures that all relevant medical information is shared in real time, facilitating informed and rapid decision-making for the user's well-being.
This multidisciplinary approach ensures that every aspect of the care plan is executed in a synchronised manner, from medical interventions and laboratory analyses to therapeutic adjustments and regular follow-ups, thereby strengthening the quality and efficiency of the care provided.
9. Infection Prevention and Control Plan
We adopt strict measures to prevent infections, including:
- Adequate use of cleaning products and materials
- Strict compliance with hand hygiene and additional precautions
- Use of personal protective equipment and professional attire
- Prevention of accidents related to blood or biological products
- Use of antiseptic products
- Effective environmental management, including waste, excreta and equipment management
- Specific procedures in the event of infectious disease in a user or staff member
- Infection reporting procedures
10. Worker Health and Safety
Safety and well-being at work are major priorities, in line with the guidelines of the ITM. Our approach is based on the prevention of risks, accidents and conflicts, involving shared responsibility between employer and employee.
- Risk prevention: Staff are encouraged to remain vigilant and to systematically report any at-risk situation, even in the absence of an incident, in order to enable the implementation of appropriate solutions, particularly in the face of the specific challenges of home care (unsuitable environments, relational tensions, etc.).
- Equipment and hygiene: The wearing of personal protective equipment (PPE) and compliance with hygiene protocols are mandatory to protect both caregivers and users.
- Travel: Road safety is essential, with zero tolerance for alcohol and substances that impair vigilance during professional travel, as well as a ban on smoking in vehicles and at clients' homes.
- Communication: Fluid and proactive communication with management, notably via the transmission logbook and care conferences, is essential to ensure the safety and continuity of services.
Nursing Expertise and Pain Management ("Total Pain" Approach)
Our occupational health policy integrates the continuous development of clinical skills. The concept of "Total Pain" guides our practice, considering pain in its four dimensions: physical, social, psychological and spiritual. This model promotes holistic support for the user, helps to defuse complex situations, reduces caregivers' feeling of helplessness and strengthens quality of life at work by offering a structured and multidisciplinary approach.
Continuing Education and Skills Development
Excellence in care is based on demanding continuing education. Beyond basic knowledge, SUR.lu invests in targeted specialisations, such as:
- Certified training in palliative care (including the "Total Pain" concept)
- Training in relational and well-treatment approaches (e.g. the Humanitude method)
- Workshops on preventing professional burnout and managing psychosocial risks
This upskilling strategy enables teams to approach complex situations with serenity, while valuing the technical expertise and interpersonal skills of each team member.
