Corporate Presentation Dossier Amma (jan10)

“Committed to people”
CORPORATE PRESENTATION DOSSIER
Table of contents
1.
What is Amma ……………………………….………….………….. 3
2.
Amma mission, vision and values ……………………………… 4
3.
The Amma Model……………………………………………………. 5
4.
History of Amma ……………………..………………………........ 6
5.
Amma shareholders …………………………………….…………. 8
6.
Company organisation …………………..……………....…........ 9
7.
Organisational chart..…………………………………………….. 10
8.
Important figures ….………………..……………………….…… 11
9.
Amma Centres …………………….……………………………….. 14
10.
Amma Services …………………………………………………….. 24
11.
Amma Professionals ……………………………………………… 26
12.
Customised care ……………..............…………………….……. 27
13.
Striving for quality .……………….……………………….…….. 28
14.
Research ............................................................................ 30
15.
Amma Network .................................................................. 31
16.
Social Commitment ............................................................ 32
17.
Amma Contact …..………………………………….……….……... 33
What is Amma?
Since its foundation over a decade ago, the Amma Group has become one of Spain's leading
companies providing care for elderly, dependent and disabled people. The company has a
workforce of more than 2,400 people, all outstanding for their professionalism and motivation to offer topquality care to elderly people and their families.
We know that elderly and dependent people require
flexible, innovative services, adaptable to a wide variety
of situations, which is why the Amma Group offers
customised services through a network that covers
everything from domiciliary care and remote assistance
to more specialised resources, such as residential
homes. We also provide intermediate solutions such as
sheltered apartments and day centres. This allows us to
provide elderly people and their families with the
services they need at all times.
Amma currently manages 30 geriatric centres and almost 5,300 places (in homes and day centres)
in seven autonomous regions (Madrid, Catalonia, Navarre, Castile and León, Castile-La Mancha, the Canary
Islands and Cantabria).
3
Amma mission,
vision and values
Mission.- The Amma Group is a company comprised of a team of professionals and technical resources
which designs, promotes and manages high quality gerontological centres and innovative services to
assure that the needs of people, care centres and other entities and institutions are fully met.
Vision.- The goal of the Amma Group is to expand nationwide, being a leader in the sector and
recognised for its high quality internal services for its own centres as well as for external services to the
community.
Values
From the users’ perspective
- Focus on the individual using the service, demonstrated by
complete dedication to their needs with a view to providing
them with the highest care quality possible.
- Sensitivity towards the individual user, respecting their right
to privacy, dignity, independence and the encouragement to
meet these goals.
- Ongoing commitment to innovation through research, design
and development of products and services.
From the company’s perspective
- Leadership as a management style, based on fostering the
initiatives taken by Amma professionals and based on solidarity,
commitment and setting an example through actions.
-Generating profits and added value via our activities, making
our project viable for the future.
- Teamwork based on mutual trust, transparency and common
objectives to take full advantage of the synergy between the
professional team and shareholders and suppliers within our
network to the benefit of our users.
From the staff’s perspective
- A culture of continuous improvement of all those
involved, as a foundation for the Total Quality concept.
- Innovation and initiative that releases the creative
potential of the organisation and places us as at the
forefront of the sector.
- On-going learning based on training, best example
comparison and consideration of accomplishments and
shortcomings.
- Committed ethical behaviour, integrity and mutual
respect.
From the society’s perspective
- Social outreach activities that allow the community to
benefit from our knowledge and achievements.
4
The Amma Model
The Amma Group works according to its own welfare-health model, which has been designed by
renowned experts in geriatrics, gerontology and care for dependent persons.
This care model, common in all its centres, is one of the Amma
Group's greatest competitive advantages with respect to the rest of
the sector, and has made the Amma brand a recognised guarantee of
quality care, excellent management and attention, optimum user
satisfaction and commitment to innovation and research, for unique,
customised services.
Since it was formed, all the work done by the Amma Group is inspired by
three ethical principles based on human values:
Respect for individual privacy and rights.
Consideration for individual dignity, independence and freedom of
choice.
Independence in all areas and encouragement to fully achieve this.
People are treated with the greatest of care and respect for their uniqueness. This philosophy is
evident in way that our care services are conceived, the architectural design of our centres and the way
they operate.
5
History of Amma
Amma was founded in 1997 at the initiative of Caja Navarra, in response to the need for residential places
for elderly and dependent people detected in the 2nd Gerontological Plan for Navarre.
After eight years of activity and continuous growth, both in
Navarre and beyond its borders, Amma took a decisive step
in 2005 and merged with Gerogestión, another of the
sector's big operators, with which it shared a similar care
model. They clearly complemented each other in terms of
the geographical distribution of their centres.
The new Grupo Amma became one of Spain's leading companies specialising in care to dependent and
elderly people, and at the same time started a new expansion process, receiving finance in 2006 from 21
banks and savings banks, to establish its intention to lead in the sector.
6
History of Amma: main
landmarks
Amma Mutilva,
the company's
first residential
home, opens
in Navarre
Openings in:
Amma Las Anjanas
Amma El Encinar Aptos.
Amma Oblatas
Amma El Pinar
Amma Mutilva, the
first residence in
Spain to obtain
ISO 9001-2000
certification
1997
Caja Navarra
forms Amma
Care
Resources
(29/04/97)
2000
2001
2003
Openings in:
Amma Puente
de Vallecas
Amma
Valdebernardo
Amma, pioneer
in using animal
therapy
Openings in:
Amma Betelu
Amma Argaray
Amma started
its home care
activities
(Pamplona)
2004
2005
Amma
obtains
Europe's
Bronze Seal
of
Excellence
Openings in:
Amma Ibañeta
Amma El Encinar
del Rey
The company's
corporate image is
approved: the
Amma daisy has
arrived
The Amma
Integral Services
Network starts
operating
Amma receives
the Prize for
Excellence in
Residential Centre
Management
Amma signs a
pioneering
agreement with
USP Hospitales
for socio-sanitary
attention
The Amma Group
signed a syndicated
bank loan for 136
million euros with 21
banks to finance its
2006-2009 expansion
plan
2006
2007
2008
Amma and Gerogestión merge:
Caja Duero and Caja de Burgos
join as shareholders
Openings in:
Amma Arganzuela
Amma Colmenar
Amma Alcorcón
Amma Teià
Employees from Amma and
Navarre University Clinic
create the QPEA Elderly
Research Forum
Openings in:
Amma Coslada
Amma Villanueva
Amma El Balconcillo
Amma Pozuelo
Amma Tías
Amma Haría
Amma Horta
Amma Vilanova
2009
Openings in:
Amma Humanes
Amma Tejina
Amma Hellín
SEPI grants to
Amma a
participative credit
of 3 mill. euros
Openings in:
Amma Usera
Amma Santa Cruz
Amma Sant Cugat
Amma Shareholders
In the beginning, Amma's sole shareholder was Caja Navarra. However, after merging with Gerogestión,
Inversiones ALARIS now has a majority shareholding with 66.12%, which is owned in equal parts by
Caja Navarra, Caja Duero and Caja de Burgos.
Its minority shareholders include Grupo Norte (11.47%), Inverduero (9.67%), Kintoa Investment
(6.26%), UVE (3.35%), Bella Castilla (1.75%) and Horizontes de Castilla (1.38%).
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Company organisation
The Amma Group comprises the
following companies:
AmmaNavarra
NavarraS.L.
S.L.
Amma
AmmaGerogestión
GerogestiónS.L.
S.L.
Amma
AmmaRecursos
Recursos
Amma
AsistencialesS.A.
S.A.
Asistenciales
(CentresininNavarre)
Navarre)
(Centres
(othermainland
mainlandcentres)
centres)
(other
ResidenciasAtlántida
AtlántidaS.A.
S.A.
Residencias
(centresininthe
theCanary
CanaryIslands)
Islands)
(centres
AmmaAsistencial
AsistencialS.L.
S.L.
Amma
(domiciliarycare)
care)
(domiciliary
AmmaGestión
Gestiónde
de
Amma
InnovaciónS.L.
S.L.
Innovación
(Consultancy)
(Consultancy)
9
Organisational chart
General Shareholders'
General Shareholders'
Meeting
Meeting
Board of
Board of
Directors
Directors
Executive Committee
Executive Committee
Presidency
Presidency
General
General
Management
Management
Deputy General
Deputy General
Management
Management
Technical &
Human
Sales
Communications
IT
Quality
resources
Management
Management
Management
Management Management
Diversification
Management
Financial
Management
Operations
Management
Territorial
Management
North
Territorial
Management
Central
Territorial
Management
South
10
Important figures
Evolution number of
centres (owned and
managed)
Distribution, in percentages,
between private and
subsidised places
30
27
25
subsidised
plazas
places
17
2006
concertadas
38%
2007
2008
Evolution number of
places (residential and
day centre)
private
plazas
places
privadas
62%
2009
4390
3941
3526
2006
2007
2008
2009
2335
688
798
893
413
Resident ial
Day cent r e
11
Important figures
Number of places by
Autonomous Regions
(2010)
Castile and Leon
381 residential places
30 day centre places
Madrid
1,800 residential places
400 day centre places
Cantabria
49 residential places
Navarre
616 residential places
98 day centre places
Catalonia
721 residential places
150 day centre places
Canary Islands
383 residential places
105 day centre places
Castile-La Mancha
440 residential places
110 day centre places
12
Important figures
Evolution number of
workers
2450
75
Evolution turnover (in
millions of euros)
62
2190
1840
45
1237
2006
32
2007
2008
2006
2009
2007
2008
2009
Basic profile of Amma residents
Sex
Average age
men
27%
84,2
women
men
81,4
women
73%
13
Amma Centres
Madrid
Amma Alcorcón
Amma Arganzuela
Amma Colmenar
Amma Puente de Vallecas
Amma Valdebernardo
Amma Coslada
Amma Pozuelo
Amma Villanueva
Amma Humanes
Amma Usera
Amma Group has centres in 7
Autonomous regions and is planning
to expand nationwide
Catalonia
Amma Teià
Amma Horta
Amma Vilanova
Amma Sant Cugat
Cantabria
Amma Las Anjanas
Navarre
Amma Mutilva
Amma Ibañeta
Amma Oblatas
Amma Betelu
Amma Argaray
Canary Islands
Amma Tías
Amma Haría
Amma Tejina
Amma Santa Cruz
Castile and Leon
Amma El Encinar del Rey
Amma Apartamentos
Castile-La Mancha
Amma El Pinar
Amma Guadalajara - El Balconcillo
Amma Hellín - Las Hazas
Current establishments
Short & medium-term development zones
Long-term development zone
Managed residential homes
Residencia Caja de Burgos (Burgos)
14
Amma Centres
MADRID
Name
Location
Amma Arganzuela
Residential places
Day places
Opening year
Madrid
180
40
2005
Amma Alcorcón
Alcorcón
180
40
2005
Amma Colmenar
Colmenar Viejo
180
40
2005
Amma Valdebernardo
Madrid
180
40
2006
Amma Puente de Vallecas
Madrid
180
40
2006
Amma Coslada
Coslada
180
40
2007
Amma Pozuelo
Pozuelo de Alarcón
180
40
2007
Amma Villanueva
Villanueva de la Cañada
180
40
2007
Amma Humanes
Humanes de Madrid
180
40
2008
Amma Usera
Madrid
180
40
2009
The Amma group has established itself as the primary supplier of care to
dependent and elderly people of the Government of the Autonomous Region
of Madrid, with ten centres and 1,800 places
15
Amma Centres
Alcorcón
Arganzuela
Villanueva
Humanes
Colmenar
Pozuelo de Alarcón
Valdebernardo
Puente de Vallecas
Coslada
Usera
16
Amma Centres
NAVARRE
Name
Location
Amma Mutilva
Mutilva Alta
180
30
2000
Amma Ibañeta
Erro
50
0
2001
Amma Oblatas
Pamplona
173
30
2003
Amma Betelu
Betelu
45
8
2004
Amma Argaray
Pamplona
168
30
2004
Residential places
Day places
Opening year
Mutilva
Ibañeta
Oblatas
Argaray
Betelu
17
Amma Centres
CANARY ISLANDS
Name
Location
Amma Tías
Tías (Lanzarote)
Amma Haría
Residential places
Day places
Opening year
90
20
2007
Haría (Lanzarote)
40
15
2007
Amma Tejina
San Cristóbal de la Laguna
(Tenerife)
75
30
2008
Amma Santa Cruz
Santa Cruz de Tenerife
178
40
2009
Santa Cruz
Tejina
Haría
Tías
18
Amma Centres
CATALONIA
Name
Location
Amma Teià
Residential
places
Day places
Opening year
Teià (Barcelona)
180
40
2005
Amma Horta
Barcelona
181
40
2007
Amma Vilanova
Vilanova del Camí (Barcelona)
180
40
2007
Amma Sant Cugat
Sant Cugat del Vallés (Barcelona)
180
30
2009
Teiá
Horta
Vilanova
Sant Cugat
19
Amma Centres
CASTILE AND LEON
Name
Location
Residential places
Day places
Opening year
Amma El Encinar del Rey
Valladolid
160
30
2001
Amma El Encinar del Rey
Apartamentos
Valladolid
101
0
2003
Residencia Caja de
Burgos (managed)
Burgos
120
0
2004
Residencia Caja de Burgos
El Encinar del Rey
El Encinar del Rey Apartamentos
20
Amma Centres
CASTILE-LA MANCHA
Name
Location
Amma El Pinar
Residential places
Day places
Opening year
Chillarón de Cuenca
120
30
2003
Amma Guadalajara - El Balconcillo
Guadalajara
160
40
2007
Amma Hellín - Las Hazas
Hellín (Albacete)
160
40
2008
Hellín
El Balconcillo
El Pinar
21
Amma Centres
CANTABRIA
Name
Location
Amma Las Anjanas
Los Corrales de Buelna
Residential places
Day places
Opening year
49
0
2003
Las Anjanas
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Amma Centres
All Grupo Amma centres are designed with comfortable rooms and welcoming atmospheres where
elderly people and their families can feel at ease, as well as offering top quality customised care.
All the residential homes have at least 50% single rooms, each with their
own adapted geriatric bathroom, with a minimum of 50 m² overall built area
per resident. Rooms have telephones, television point, alarm buttons and
adapted furnishings, and can be decorated to the user’s taste.
Centres have the most modern infrastructures and equipment, and
spacious garden zones and access control.
We combine catering and clinical care, adapted to our users' changing
needs.
To make our residents' daily lives easier, Amma invests in new buildings,
although in exceptional circumstances it may adapt existing spaces to previously
established quality indicators.
Centres are no more than three floors high and are divided into coexistence
units occupied by people with a similar state of health. In practice, these units
function independently like small residential homes that can be monitored
individually by professionals. All the centres have a specific unit for patients
suffering from Alzheimer's disease and severe dementia.
Amma centres provide extensive activity programmes and are also open
to the community, meaning their services and facilities can be used by nonresidents during the day.
23
Amma Services
Residential
Services
Permanent
residence in
residential homes
or sheltered
apartments
Temporary stays
(respite for family
members,
convalescence and
rehabilitation)
Day services
Day centre
places
Day
attendance
Out-patient
treatments
Domiciliary
services
Direct care
Social care
Nursing care
Medical care
Physiotherapy
Remote assistance
Healthcare
Comprehensive geriatric
assessment
Medical service
Nursing service
Memory units
Alzheimer units
Psychology
Physiotherapy and rehabilitation
Podiatry
Cognitive stimulation
Pharmacy
Medical oxygen therapy
24
Amma Services
General services
Cleaning
Laundry
Meal service
Reception
Mantenance
Surveillance
Cremation
Comfort, leisure and free time services
Classrooms
Hair stylists
Religious services
Café
Library and Internet access
Dining room for family celebrations
Social work
Visitors' car park
Assembly hall
Lounges with TV
Gymnasium
Landscaped areas
Occupational therapy
Children's playgrounds
Social and Cultural
entertainment
25
Amma Professionals
The technical and personal skills of the workforce are what
guarantees the success of a care centre. Grupo Amma takes
particular care to select professionals specialising in the care of
elderly and dependent people, providing them with on-going training
and ways of reconciling their work and their family lives. Amma does
this, because we know that the best way to ensure our clients are
satisfied is by having a satisfied, motivated workforce.
The staff at all Amma centres are trained by experts from varying
fields to provide residents and their families with the most
comprehensive service possible: medicine, nursing, psychology,
physiotherapy, occupational therapy, social work, social-cultural
entertainment, among others.
Amma centres have an average 80 members of staff, which is a one
of the highest personnel/resident ratios in the sector, which
explains the excellent care we provide.
The Amma Group also gives regular on-going training to enable
our employees to update their knowledge and qualifications.
26
Customised care
As soon as a person requests services from Amma, the care team studies her/his state of health and
establishes an Personal Care Plan , which is subject to regular review and includes treatment, diet,
physical rehabilitation, psychological care, cognitive stimulation and leisure activities. This plan is prepared
using the Integral Geriatric Assessment RAI-NH tool, which encourages teamwork and raises
standards of care.
Amma also works closely with
families, because we know that they
are an essential part of the care
process. That is why we stay in
regular contact with them, keeping
them informed about the condition
and evolution of their family member
and the therapeutic goals set by the
team at the centre.
We also provide specific training to carer families and the centres have generous visiting hours to
allow families to spend time with residents and share their lives at the centre. Residential homes also have
private rooms for family celebrations and children's areas where elderly people can have fun with
their grandchildren. The Amma Group was a pioneer in these aspects, which have since been incorporated
by other sector companies.
27
Striving for quality
Quality and highly specialised skills are among the characteristics that make Grupo Amma
stand out in this sector.
Our investment in quality, its own specific social-healthcare model and commitment to on-going innovation
have enabled Amma to gain our clients' trust and recognition.
Amma gives the utmost importance to understanding its users' and their families' opinions of its
care services, for which we provide tools that encourage them to participate:
– We conduct regular satisfaction surveys and hold scheduled meetings with family members and users with a
view to improving the quality of care.
– Our pioneering User Care Service has been operating since 2005.
The Amma Group has also gained the trust of government authorities, which is evident from the high
percentage of places subsidised by the Autonomous Regions where it operates.
28
Striving for quality
The Amma Group applies the European Foundation for Quality
Management (EFQM) standard and ISO, and has developed quality
indicators for all its centres and services.
It is precisely the quality of its services and the care given to residents, as
well as the development of specific models in areas such as management
procedures, therapies and improvement groups, that made one of Amma's
centres (Amma Mutilva, in Navarre) Spain's first gerontology
residential home to achieve ISO certification.
The Amma Group was also the first Spanish company in the gerontology sector to be awarded
the European Bronze Seal of Excellence, a distinction that is granted after an independent audit has
been carried out showing that the level of satisfaction of clients is excellent, and the existence of activities
and plans for on-going improvements. Amma also received the National Prize for Excellence in
Residential Management awarded by the Júbilo Group in 2009.
Amma's pivotal role in quality has led it to sponsor Fundación Edad&Vida, the Navarre Quality
Foundation and Castile and Leon quality foundation (EXCYL) and its membership of the Spanish
Quality Association and Excellence in Management Club, as well as being an active collaborator with
the Geriatric and Gerontology Society.
29
Research
Another aspect in which the Amma Group is outstanding is its
investment in innovation and research.
research. This forms part of its care
model, and is allowing it to harness the latest scientific and therapeutic
therapeutic
advances to improve elderly and dependent people's quality of life,
life, in
collaboration with universities, hospitals and research centres.
The main lines of research developed by Amma focus on three areas:
Animal therapy
Memory units
•
•
•
Cerebral ageing.
Alzheimer's disease
Affective disorders.
This research has led us to set up Memory Units in all Amma centres,
and innovative therapies have been developed, such as specific
psychomotor programmes, rehabilitation units, therapy assisted with
animals, intergenerational encounters and cognitive stimulation
exercises, that contribute to significant improvements in the mental
capacity, sociability and well-being of elderly people.
Since the very beginning, Amma has also been one the main
collaborators to the QPEA Forum on Research and Education on
Quality of Life of elderly persons. Members of this include staff from
the company, workers from other centres and the Department of
Psychiatry and Medical Psychology from the Clínica Universitaria de
Navarre.
Intergenerational camps
30
Amma Network
Amma Group's experience in caring for elderly and dependent people has also led it to set up an
innovative nationwide services network to offer advice and quality services to other residential
centres, government authorities and sector workers.
The Amma Network offers the following services:
Quality consultancy: that allows it to provide advice on introducing ongoing improvement systems, quality models and geriatric centre
management, new project viability programmes, intermediation
management in the sale of centres, information on technical aid and other
types of activities.
On-line training courses: the Amma Group has pioneered the staff
training area, setting up the first Gerontology On-line Training Platform.
This platform offers five courses, certified by the Continuous Training
Committee of the Ministry of Health and Consumers:
•
•
•
•
•
Basic course for geriatrics assistants.
Advanced skills course for geriatrics assistants.
Training course in gerontology for family carers.
Integral geriatric assessment course.
Course in skills and competencies for middle management.
As well as providing our own courses, the Amma Group collaborates with several universities
(Universidad San Pablo CEU, Universidad de Navarra, Universidad Complutense de Madrid, Universidad de
Barcelona, Universidad Alfonso X El Sabio and Universidad Pontificia de Comillas ICADE) in the
development of Masters Degrees and training courses for future workers.
31
Social commitment
The Amma Group was one of the first members of Forética, Spain's main organisation in the area of
corporate social responsibility. In this area, in addition to its commitment to research, Amma carries
out activities in the following fields:
Commitment to the environment and to sustainability.
Through efficient energy use policies (water and electricity
consumption); work to raise awareness among staff, family members
and residents, installation of solar panels and water accumulators;
reduction of CO2 emissions and energy consumption of the
company's computer support…
Commitment to the underprivileged and disabled. Through
collaborations with NGOs, foundations and charitable associations;
donation of geriatric materials to developing countries, responsible
merchandising…
Commitment to workers. Through active policies that help
reconcile working and personal lives; equality and multicultural plans;
occupational risk prevention…
Commitment to the development of the sector. Through
participation with the main employers in the sector and development
of the Law on Dependency.
Commitment to cultural and educational activities. Through
collaboration with public and private bodies to organise and sponsor
exhibitions, congresses, conferences, publications and sports
competitions…
32
Amma Contact
Offices in Madrid
C/ General Díaz Porlier 1, 3º izda.
28001 Madrid
Telephone: 91 781 76 05
Fax: 91 577 57 06
E-mail: [email protected]
Amma on the Internet
www.amma.es
Citizen Services
902 100 999
[email protected]
Offices in Navarre
Parque Empresarial La Muga 11
31160 Orkoien, Navarra
Telephone: 948 15 37 98
Fax: 948 29 18 12
E-mail: [email protected]
[email protected]
Press Office
91 781 76 05
[email protected]
33