Service providers: business ethics integrated into the HS2® reference framework

Top News07/04/2023

To respond more effectively to the challenges of ageing and the care of the elderly, Apave Certification has decided to include an ethical component in its assessment guidelines for service providers.

Ariane Binet-Prevost

Responsible for developing the HS2® label

The HS2® label is an approach whose aim is to enable the elderly and frail to live as long as possible in their own homes or in a place of their choice. To achieve this, all the factors leading to loss of independence must be prevented. This means putting in place a certain number of safety standards, for example in the home to prevent falls, and specific arrangements for the bathroom. It also means taking into account the environment in which the home is located, with services close at hand, easy access to care, mobility solutions and the promotion of a social life. The HS2 label focuses on all these aspects, and we are working with builders, social landlords, serviced residences and .... to achieve this.

Briefly, what is the HS2® label?

The aim of the HS2® label is to enable the elderly and frail to live at home for as long as possible in the best possible conditions.

Why did you include this ethical component?

The HS2® label has just expanded its standards for service providers to include new criteria that promote the company's business ethics.

It is common knowledge that vulnerable people are easy targets for unscrupulous professionals. Nevertheless, many professionals are doing things right. It is not normal for all professionals to be affected by this negative image.

To distinguish those professionals in the sector who take measures that respect the rights of the elderly, we felt it was important to highlight their good practice through the new HS2® label.
Today, a number of service providers working in the homes of senior citizens have already introduced a charter of ethics.

We felt it was important, in the context of structuring the silver economy market and the forthcoming MaPrimeAdapt' scheme, to recognise and be able to attest to the ethical practices of these professionals.

Those already committed to the HS2 ® approach will have the opportunity to switch to this new version of the specifications during their next audit. New service providers entering the HS2 ® approach will be systematically assessed against this new version. This new feature has now been fully incorporated into the specifications for service providers. It will enable all service companies to think about their practices beforehand. They can do this when canvassing and requesting quotes, when installing and commissioning equipment, and with after-sales service.

From the moment they make contact, they can also put in place a process for identifying vulnerable people and providing appropriate care. Intervening in an elderly person's home is not a trivial matter.

Who is affected?

This development concerns both service providers who work directly with the elderly and service providers working on a B2B basis.

Who are the service providers?

These are private or voluntary organisations that offer services and interact directly or indirectly with the duo of carer and cared-for, or that participate through the activities of other players in the sector in promoting the independence of the elderly.

This includes:

Specialists in home equipment and home adaptation (bathroom, technical aids, accessibility),
Social services,
Platforms to help people choose a new home,
Energy saving and home adaptation advisors,
Adapted information services,
Maintenance services,
Secure access solutions...

What are the benefits for service providers?

For service providers, the benefit is in being able to demonstrate, through the certification of an independent third party, that they are going well beyond an internal charter, because they have really put in place a number of actions that they will have to demonstrate. This is a reassurance for customers, carers and institutional partners (mutual insurance companies, banks, etc.) who trust them, ask them for help or recommend them.

What are the benefits for senior citizens?

Choosing a service provider with the HS2® label is a guarantee of the quality of its services and reassurance about its commercial practices.

How many criteria have been added to the standard?

All levels combined: we have added 12 criteria that address 3 areas:

The ethical values upheld by the service provider
Responsible and respectful commercial action
Protection of vulnerable people.

The ethical criteria cover corporate governance. They take into account the integration of ethical values into its commercial approach, such as integrity, impartiality and respect.

Here are two examples of the criteria assessed:

The service provider adopts responsible and respectful canvassing rules.
The service provider raises employee awareness of how to detect situations of vulnerability.

The service provider is also assessed on its local presence and its ability to interact with other players working alongside senior citizens (social landlords, residence managers, CCAS, SAAD, pharmacists, associations, etc.), on the awareness of its staff of the expectations and needs of senior citizens, the quality process in place, complaints management, the clarity of its offering, support in using its services, etc.

What are the stages in the certification process?

There are 3 stages to certification:

Raising awareness of the HS2® standard
An internal self-assessment and the implementation of corrective actions to bring the company up to standard.
Once they are ready to present all the evidence to our auditor, they can ask to be audited.

If the assessment is positive, the HS2® Label is awarded for 4 years, with an intermediate follow-up audit after 2 years.