Department of Community Development - Publications — 02 Reyada Assessment Guide En 2nd Edition Pdf (untitled in source)

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© This document is officially registered under the name of the Abu Dhabi Department of Community Development as an intellectual work with the relevant
government authorities in the United Arab Emirates. No entity may use any part or the entirety of this document without official permission from the
Department.
REYADA
On-site Assessment Guidelines for
Facilities Providing Social Care Services
Second Edition

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Contents:
1. Introduction 08
1.1 About Reyada Assessment Guidelines 09
1.2 Objective 10
1.3 Distribution 10
1.4 Review&Update 11
1.5 Assessment Body 11
2. Normative References 12
3. Guidance to this Document 13
3.1 Overview of assessment process 14
3.2 Guiding Principles 14
3.3 Applicability 15
3.4 Assessment scope 15
3.5 Facility Authorized Representative 12
3.6 Facility Leadership 12
3.7 General Requirements 11
3.8 General Documents and Records controls 13
4. Application, Preperation and Planning for the Assessment 15
4.1 Registration Process 16
4.2 Contract formation 16
4.3 Defining Assessment Timelines 16
4.4 Assessment Day(S) / Man-Day(S) 16
4.5 Pre- Assessment Activities 17
4.6 Assessment Planning 17

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4.7 Assessment Type, Mode, And Frequency: 17
4.8 Special Requirements For Multi-Site Facilities 17
4.9 Assessment Sampling 17
5. Conducting Assessment 60
5.1 Preparing For Assessment Day 64
5.2 Assessment Day Plan 66
5.3 Assessment Day Activities
5.4 Assessment Evidence Collection
5.3 Assessment Day Activities
6. Assessment Report 74
6.1 Reporting and Decision making Process 79
6.2 Preliminary Findings Report
6.3 Assessment Final Report
6.4 Assessment Report Format
7. Non-Conformities, And Corrective Actions 82
8. Scoring and Rating Level
9. Appeals and Complaints Management. 85
9.1 Appeals Management Process 88
9.2 Complaints Management Process 91

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10. Follow - Up Assessment And Reassessments 97
10.1 Follow-Up Assessments 100
10.2 Re-Assessments
11. Conditions Impacting Continuation Of Assessment Process 107
11.1 Conditions affecting the Assessment Process 107
11.2 Implications and TASNEEF Actions in such conditions
12. Updates To Guidelines 108
13. Communication Of Changes 117
Appendices
Appendix 1 – Terms and Definitions
Appendix 2 – Abbreviations

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SECTION A

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1. Introduction
The Department of Community Development (DCD) was established in 2018 to cultivate,
coordinate and regulate the social sector in Abu Dhabi. This is being achieved through setting
policy and strategy, establishing integrated and effective organizational and service responses, and
in overseeing and regulating the social sector ecosystem. The Department of Community
Development (DCD) has established the Quality Assessment Framework- Reyada to ensure and
enhance high quality social service provision and practice in social care facilities within the Emirate
of Abu Dhabi.
1.1. About Reyada Assessment Guidelines
The guidelines have been developed through a collaborative effort with the Department of
Community Development (DCD). This collaborative approach aims to assess social care facilities in
Abu Dhabi with a unified and standardized approach. The goal is to align seamlessly with DCD's
vision and ensure adherence to best practices in evaluating social care providers, including all
social service facilities from Private, Government and Third sector in the Emirate of Abu Dhabi.
The guidelines’ structure follows Deming Cycle Model (Plan Do Check Act technique) for quality
improvement and is based on the concept of continual improvement to enhance any kind of
performance.
1.2. Objective
The objective of Reyada is to improve the quality of social services and standardize the principles of
delivering high-quality social services in the Emirate of Abu Dhabi. This is achieved by promoting a
culture of quality and accountability through systematic assessments. The structured assessment
serves as a robust check, ensuring that services align with evidence-based standards, identifying
areas for improvement, and facilitating continual enhancements.

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The key purpose of establishing assessment guidelines rules includes ensuring the below aspects
while conducting assessments:
Standardization
To follow a standard or uniform approach for conducting assessments, outlining the
steps and criteria to be followed during the assessment process, regardless of
involved facility team and assessors.
Transparency
To promote transparency in the assessment process by clearly defining the rules and
procedures to be followed, making the process understandable to all stakeholders.
Accountability
To establish clear responsibilities and expectations for assessors and team undergoing
assessment, ensuring accountability in the execution of their roles effectively.
Efficiency
To enhance the efficiency of the assessment process by providing a structured
framework, reducing ambiguity, and with objectivity.
Continuous Improvement
To facilitate ongoing improvement by incorporating feedback and lessons learned.
1.3. Distribution
1.3.1. This document shall be made available to facilities providing social care services in a non-
editable version to prevent unauthorized modification of the document.
1.3.2. This document shall be maintained in a central electronic repository on DCD’s network to
ensure that any reader is always referring to the current version.
1.3.3. Any copy of the document, if printed out, shall be considered as an un-controlled document.

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1.4. Review & Update
1.4.1. Review of the assessment guidelines can be performed on an annual basis based on the
updates to the assessment guidelines and updates can also be any time prior to that if
deemed necessary by the DCD.
1.5. Assessment Body
Aiming to continuously improve the quality of social care facilities in the Emirate of Abu Dhabi, the
Department of Community Development (DCD) has signed a service level agreement with Emirates
Classification Society (Tasneef) through its subsidiary, Tasneef-RINA Business Assurance (TRBA).
Tasneef is the only external assessment body authorized to conduct assessments using this
guidelines document.
2. Normative References
Requirements stated in this guideline document are considered mandatory for the assigned
entities, as determined within the scope of applicability. Other reference requirements and
stipulated laws applicable that are specified in Reyada standard are complementary to this guideline
and are also considered as applicable.
3. Guidance to this document
3.1. Overview of Assessment Process
Reyada assessment process is done completely through Reyada Smart Tool including facility
registration, self-assessment, and on-site assessment. Also, all notifications and deliverables are
system-generated through Reyada Smart Tool.

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Social Care Service Facilities
Reyada Assessment Process
Department of Community
Development
TASNEEF-RINA Business
Assurance
Start
Establish Communication
with Facilities
Onsite Assessment Initiation
Collection of Pre-requisites
Follow-up
Assessment
Required?
yes
Report Acknowledgement and
Corrective Action Plan
Schedule-Contact after 90 days
Conduct Onsite Assessment
Draft Preliminary Findings Report
Internal Review and Approval of
Preliminary Findings Report
Registration Self-assessment and Onsite
Assessment Planning
Self-assessment and Onsite
Assessment Planning
Conduct Self-assessment Self-assessment Submission
Onsite Assessment Planning
Preliminary Findings Report
Acknowledgment of the Report
& Facility Comments
Receive and Review Facility
Comments
Internal Technical Review
Final Assessment Result Decision Making
no
Schedule for
Re-assessment - Annual

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3.2. Guiding Principles
The principles below are intended to enhance the objectivity, effectiveness, and reliability of
assessments as tools supporting performance monitoring that facilities can utilize to enhance their
quality of services. Adhering to these principles is crucial to ensure that assessment conclusions
are accurate and sufficient. It also enables assessors to operate independently, to arrive at similar
conclusions in comparable situations.
3.2.1. Uphold integrity throughout the assessment process.
3.2.2. Appoint representatives who serve as process owners and possess the competence to
engage fairly and impartially throughout their involvement in the assessment.
3.2.3. Refrain from exerting intentional or unintentional influences on the assessor team that
could compromise their impartiality and judgment.
3.2.4. Acknowledge the responsibility to present relevant evidence in an unaltered and accurate
manner as requested by the assessing team.
3.2.5. Preserve the confidentiality of the complete assessment process, encompassing, but not
restricted to, assessment notifications, schedules, process activities, and outcomes with
respect to each facility.
3.2.6. Assist the assessment team in preserving the impartiality and recognizing objectivity in
making the conclusions.
3.2.7. Recognize that an assessment serves as a platform for assessing the present state of
conformance with regulatory requirements and provides opportunities for improvement.
3.2.8. Provide timely responses and take necessary actions as requested by the assessment team.

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3.3. Applicability
These guidelines are applicable to all facilities from Private, Government and Third sector entity or
institution providing Social Care Services in the Emirate of Abu Dhabi, U.A.E.
The spectrum includes various facilities designed to meet diverse needs:
3.3.1. Day Care & Therapy
These facilities offer Social Care Services where individuals spend specific daily hours for temporary
care, counselling, specialized therapy, or other social work-related services such as but not limited
to child and family welfare, addiction support, employment placement for vulnerable groups,
sheltered workshops, and more.
3.3.2. Supported Accommodation
Providing temporary or permanent non-medical residence, this category includes shelters,
orphanages, Homes for the elderly, Homes for People of Determination, and services protecting
individuals from abuse, neglect, and exploitation.
3.3.3. Community-based
Social care professionals extend their services beyond facility confines, offering community-
based social rehabilitation, respite care for families, assisted living services in individual homes or
communities, job coaching in workplaces, and home-based therapy.
3.3.4. Digital & Teleservices
This service type involves the electronic provision of Social Care Services, encompassing video
conferencing, telephone, email, and mobile services as remote support for various social care needs.

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3.4. Assessment scope:
Assessment scope constitutes of the requirements defined under five main domains of Reyada
standard which are Leadership & Governance, Safety, Effectiveness, Beneficiary Centricity, and
Sustainability.
3.5. Facility Authorized Representative
The facilities are required to have a designated point of contact to:
3.5.1. Ensure the ongoing availability of a designated point of contact for seamless communication
with the assessing team and DCD.
3.5.2. Establish and maintain an alternative point of contact that is readily available in the event
of an emergency.
3.5.3. Thorough understanding of Reyada Standard requirements, guidelines, and implementation as
needed.
3.5.4. Facilitate evidence collection during the on-site assessment and upload it on Reyada Smart Tool
self-assessment page, acknowledge the Preliminary Findings Report (PFR), and confirm the
declaration of missing evidence.
3.5.5. Engage in discussions with their management to stay informed about the status of compliance,
conformity, and any associated concerns.
3.5.6. Finalize the Corrective and Preventive Action Plan (CAPA) for shared assessment findings, obtain
approval from the authorized signatory, and submit the CAPA on Reyada Smart Tool.
3.5.7. Initiate or take actions with approval from top management when internal compliance is at risk.
3.5.8. Direct all activities related to quality and monitoring.
3.5.9. Participate in the opening and closing meetings to ensure commitment to the required
corrective actions.
3.6. Facility Leadership
3.6.1. The top management of the facility being assessed is expected to exhibit a meaningful
commitment to provide needful resources and monitor adherence to the requirements of the
Reyada Standards through the essential control measures.
3.6.2. Ensure the availability of necessary resources for a seamless and uninterrupted assessment
process with a prompt response to all communications related to the Reyada assessment.
3.6.3. Define roles, responsibilities, and authority for personnel involved in the quality assessment
process.
3.6.4. Grant the assessing team with access to pertinent information, records, and process areas
necessary to validate compliance.

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3.6.5. Ensure the nominees are subject matter experts and process owners, enabling the accurate
conveyance of information and data to the assessing team.
3.6.6. Participation of facility leadership in the opening and closing meetings of Reyada Assessments
to demonstrate their commitment for continual quality improvement and to understand the
areas of improvement and ensure required corrective actions implementation for findings
identified during the Reyada assessments within the stipulated time.
3.7. General Requirements
3.7.1. The facility shall establish a systematic approach in addressing all the given requirements in the
Reyada standard including documented procedures addressing all the mentioned requirements
that are necessary for quality assurance, improvements, quality governance and monitoring key
performance indicators mandated by DCD.
3.7.2. Determine methods needed to ensure that both the implementation and quality of these
processes are effective. In case of processes that are outsourced, the facility shall still own the
responsibility of adhering to the Standard’s requirements and cannot provide any exemption
from assessment.
3.7.3. Ensure the availability of resources and information necessary to support the operation and
monitoring of these processes.
3.7.4. Monitor, measure where applicable, analyze and implement actions necessary to achieve
planned results and continual improvement of these processes.
3.7.5. For any outsourced processes, it will be the facility’s responsibility to identify the relevant
controls which assure the performance of the outsourced entity.

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3.8. General Documents and Records controls
3.8.1. Control over documented information — is one of the basic principles of quality management.
It refers to the way of organizing every aspect of a document throughout its entire life cycle,
from creation to archiving.
3.8.2. A documented procedure shall be established to define the controls needed for document
management, especially, policies, procedures, forms, records etc.,
3.8.2.1 to approve documents for adequacy prior to issue,
3.8.2.2 to review and update as necessary and re-approve documents,
3.8.2.3 to ensure that changes and the current revision status of documents are identified,
3.8.2.4 to ensure that relevant versions of applicable documents are available at points of use,
3.8.2.5 to ensure that documents remain legible and readily identifiable,
3.8.2.6 to prevent the unintended use of obsolete documents, and to apply suitable
identification to them if they are retained for any purpose.
3.8.3. Records established to provide evidence of conformity to requirements and of the effective
implementation of the Reyada shall be controlled.
3.8.4. The facility shall establish a documented procedure to define the controls needed for the
identification, accessibility, storage, protection, retrieval, retention, and disposition of records.
3.8.5. Records shall remain legible, readily identifiable, and retrievable.
4. APPLICATION, PREPARATION AND PLANNING FOR THE
ASSESSMENT
4.1. Registration Process
4.1.1. All Social care service providing facilities are mandated to register for Reyada assessment
through Reyada smart tool using the access provided by Tasneef to facilities users and
individual facility user credentials.
4.1.2. Facilities shall submit the details on the Smart Tool upon receiving notification from
TASNEEF or DCD.
4.1.3. The information submitted on the Smart Tool should be provided by the facility's authorized
representative, who shall be the point of contact for the entire assessment process.
4.1.4. Facility must confirm the assessment schedule and share the facility’s location and contact
details, along with a location map and a landmark.

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4.1.5. All correspondence will be sent to the facility’s representatives and registered users on
Reyada Smart tool. Any changes in the facility representatives and Authorized persons must
be relayed to Tasneef in writing through an official email.
Registration
Department of Community
Development Social Care Service Facilities TASNEEF
Start
Registration Notification
Nominate at least 2 representative
with Reyada knowledge
Register Online
Update Required Information Receive and Review Registration
Facility Details, Location Map,
Landmark, Facility Representative
Contact Details
yes Follow up required?
END
Send the Facility User’s Credentials
No

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4.2. Contract formation
4.2.1. There is no individual contract formation with the facilities, as the assessments are conducted
in accordance with the service level agreement between DCD and TASNEEF.
4.3. Defining Assessment Timelines
4.3.1. The overall time taken to assess a social care facility includes the time taken to review the
documents (onsite/remote), perform the on-site assessment, draft the report, review the
report, and manage the general aspects of the job.
4.3.2. The duration of each facility assessment shall be assigned, depending on the complexity of
services, the facility’s location, size, scope, and type of social care service.
4.4. Assessment Day(S) / Man-Day(S)
4.4.1. The typical duration of an assessment day / man-day (MD) is 8 hours from one assessor and
cannot exceed 10 hours unless circumstances are adequately justified.
4.4.2. The approximate on-site assessment duration is calculated initially based on the scope of the
assessment and service provider, typically four (4) man-days, but can range from three to five
(3-5) man-days, which can be assessed later based on the number of beneficiaries receiving
services.
4.4.3. To help ensure the effectiveness of the assessment, the composition and size of the assessment
team should also be considered. (e.g., half (½) day with two (2) assessors may not be as effective
as a one-day assessment with one (1) assessor).
4.4.4. The assessment time determined shall not include the time of “assessors in training”, observers
or the time of technical experts.
4.4.5. The use of fewer man-days against the necessary pre-defined, in fact, need not result in
compromise of the assessment.
4.5. Pre- Assessment Activities
4.5.1. Social care facilities shall be informed about assessment schedules through a formal notification
unless DCD aims to conduct unannounced visits at any point of time.
4.5.2. A general assessment plan will be shared with the facility team for better assessment
arrangements and coordination.
4.5.3. Tasneef shall share self-assessment notification with the facilities, thirty to thirty-five (30-35)
days prior to the on-site assessment schedule starting in a specific month.

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Receive and Review
Self-Assessment & Evidences
Self-Assessment Notification
Workshop Notification
Attend Reyada Workshop
Workshop Notification
4.5.4. The facilities shall submit the self-assessment and associate relevant evidence and documents
within four (4) weeks of receiving the self-assessment submission notification from Tasneef.
Self-assessment is facilitated by Reyada Smart Tool via the self-assessment page, where the
facility can assess itself and upload all required evidence starting from the day following the
workshop.
4.5.5. A minimum of two representatives knowledgeable of Reyada requirements shall be nominated
by facility for preparation and submission of self-assessment as well as on-site assessment.
Pre-assessment Process
Department of Community
Development Social Care Service Facilities TASNEEF
5-6 weeks prior to
onsite schedule Nominate Participants
• Submit Self-Assessment &
Evidences
• Onsite Assessment
Preparation
Within 4 weeks
\\\
END
5-6 weeks prior to onsite schedule
Conduct Reyada Workshop
As per
scheduled dates
Onsite Assessment Schedule
Notification
5 weeks prior to
onsite assessment
1 day after workshop

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4.6. Assessment Planning
4.6.1. A planner with schedule of assessments for each facility in scope shall be prepared by TASNEEF.
4.6.2. E-Registration from all social care services providing facilities with the required service provider
details, contact information, service status and scope of practice will help to initiate assessment
planning.
4.6.3. All correspondence will be carried through registered emails only, and changes must be notified
immediately to Tasneef through official email. In case relevant information is not available from
DCD, the concerns shall be communicated and agreed procedure shall be followed with defined
timelines as it may impact the assessment planning.
4.6.4. The recognized focal points and details (facility’s location, contact number and email address)
for each facility should be updated in Reyada Smart Tool: facility profile tab.
4.6.5. After necessary approvals on the assessment planner, a kick-off assessment notification shall
be shared, five (5) weeks prior to the onsite assessment schedule for the facilities scheduled in
each month, for efficient arrangements and coordination.
4.6.6. All the facilities scheduled in each month are required to submit self-assessments during a
window period of four (4) weeks as per the communication shared by Tasneef. The window
period shall be closed at least two (2) weeks prior to the start of the scheduled on-site
assessment month.
4.6.7. An assessment day plan template shall be communicated to the facility two (2) weeks prior to
the scheduled assessment for providing and confirming the required nominees’ details.
4.6.8. The entity shall confirm the assessment day plan within the last week prior to the assessment
day.

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Assessment Day Plan
TASNEEF Social Care Service Facilities
2 weeks prior to onsite schedule within 1 week
Assessment Day Plan Template Update nominee details & confirm avalibility & plan
Finalize Assessment Day Plan within 1 week
week prior to onsite schedule Receive Final Assessment Day Plan
Arrangements
End
4.7. Assessment Type, Mode, And Frequency:
The Department of Community Development shall determine the assessment type (announced or
unannounced), mode (on-site, remote, or hybrid), frequency (annual or bi-annual), and extent of
assessments (comprehensive, all-inclusive, or selected processes) that shall be communicated to
the facility.
Assessment Type Visit Plan Assessment Frequency Assessment Mode
Initial Assessment Announced First Assessment On-site
Follow-up Assessment Announced Based on the initial
assessment outcome
(for facilities ranked “Basic”)
On-site
Re-Assessment Announced Annually/As Required On-site
• Arrange for assessment day requirements
• Ensure availability of evidences and other documents
• Ensure availability of nominee with relevant training
• Any required approvals
• Working time as per the schedule
• Ensure the presence of the leadership and authorized
person during the opening & closing meetings
• Ensure providing exact location (Google maps link)

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4.8. Special Requirements for Multi-site Facilities
If an entity operates through multiple facilities, each facility is required to undergo the assessment
process independently; however, if facility is not licensed yet, more details shall be requested from
the facility and decision can be made as per the organizational structure and functioning which may
necessitate for having assessments separately.
4.9. Assessment Sampling
4.9.1. As part of the evaluation process, the assessor may select samples of records and evidence for
each domain, as per his/her decision.
4.9.2. Usually, the selection of samples on the day of assessment shall be random. The selection may
be spanning to enable meaningful coverage of sample distribution for assessment.
4.9.3. Assessor may not limit the review of evidence submitted and can request for additional
justified sample to evaluate existence of systematic process that can demonstrate consistent
performance.
4.9.4. The random samples containing any identifiable beneficiary information shall be handled as
per applicable laws for maintaining beneficiary privacy and confidentiality.
4.9.5. Occasionally focused samples with specific criteria can be selected during the assessment,
as needed to evaluate specific cases and aspects. A risk-based approach of sampling shall
always be considered.

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5. Conducting Assessment
5.1. Preparing for Assessment Day
5.1.1. Facility team shall organize the necessary documents in sequential order and convert hard
copy or electronic records, policies, procedures, workflows, and other relevant documents
into soft copies with appropriate document titles.
5.1.2. Gain a comprehensive understanding of the requirements and directions outlined in the
assessment plan.
5.1.3. Determine the person responsible for receiving, escorting, and assisting the assessment
team throughout the assessment process and notify relevant teams of the assessment
schedule to efficiently coordinate the arrival of the assessing team and the entire process.
5.1.4. Identify and assign a secure and uninterrupted work location that is furnished with a desk
or table with a projector or data show to facilitate the process of evidence verification and
presentation of the Opening and Closing meetings.
5.1.5. Inform the assessing team promptly in case of any unforeseen circumstances resulting in a
change to the agreed assessment plan.
5.1.6. Secure the required approvals to facilitate access for the assessing team to review any
documented information and to conduct site visits for all relevant functional areas within
the scope.
5.2. Assessment Day Plan
An “Assessment Day Plan” is drawn up for each assessment and sent to the facility 1 week prior to
on-site assessment and shall be covering the below aspects:
5.2.1. Scope, and criteria of the assessment.
5.2.2. The locations, mode (on-site/Remote), dates, expected time and duration of the assessment
activities to be conducted, including meetings with the facility management.
5.2.3. Identification of the facility representative(s) for the assessment.
5.2.4. Assigned roles and responsibilities of the assessment team, such as:
5.2.4.1. Assessors-in-training may be included in the assessment team but shall participate
only under the direction and guidance of an assessor.
5.2.4.2. Observers may accompany the assessment team for monitoring andquality assurance
purpose and shall not be involving in the execution of the assessment.

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5.2.4.3. Translation support team may accompany assessor to help in any required translation
of documentation and evidence, as needed.
5.2.5. Indicates the assessment activities, specifically, for each facility covering the applicable criteria
as per their service delivery scope.
5.2.6. The need for the assessment team to familiarize themselves with facilities and processes
(e.g. by conducting a tour of physical location(s) if needed or reviewing information and
communication technology platforms).
5.3. Assessment Day Activities
The assessment activities will be conducted as per the assessment plan starting normally as below:
5.3.1. Conducting the opening meeting
5.3.2. Assigning roles and responsibilities of guides and observers
5.3.3. Reviewing relevant documents and evidence while conducting the assessment
5.3.4. Communicating gaps/-non-conformities during the assessment
5.3.5. Collecting and verifying information/evidence
5.3.6. Generating assessment non-conformities
5.3.7. Preparing high-level summary of assessment conclusions to assure identified non-
conformities are clearly communicated to and understood by the facility
5.3.8. Sharing customer feedback survey
5.3.9. Conducting the closing meeting
5.3.10. The assessment activities must determine whether the processes and documented
information are implemented, and kept efficient, to nurture trust in the facility's quality
management system.
5.3.11. Every inconsistency identified must be reported to the facility’s authorized representative
and required nominees to allow clear understanding of identified non-conformities and
required corrective actions.

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End
Assessment Day Plan
TASNEEF Social Care Service Facilities
Opening Meeting Attend
Facility Tour and Inspection Support
Assessment
• Interviews
• Observations
• Documentation Review
• Evidence Collection
Support & Submission of further evidence
Draft high level of summary of
assessments findings
Share social care facility feedback survey Complete and submit survey
Closing Meeting Attend and learn required actions
Assessment
Declaration of Missing Evidence Acknowledgement

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5.4. Assessment Evidence Collection
5.4.1. It shall be the responsibility of the facility to hand over all the required documentation and
evidence before the assessor leaves the facility on the scheduled day and time without
lapsing the assessor’s time.
5.4.2. Failure to provide the requested evidence within the time shall be considered as non-
conformities with the specific assessment requirements and any documentation or evidence
provided later for any reason cannot be accepted after completion of the assessment day.
Facility cannot disagree or appeal or contest for such non-conformities for which evidence
was either missing or not provided during the assessment.
5.4.3. The evidence can be masked for any confidential beneficiary information retaining other
required details and pertinent information.
5.4.4. Any sensitive information of beneficiary and facility shall be handled as per the required
standards of privacy and security.
5.4.5. Sometimes, the evidence may not be objective document or record, but can be a judgement
by assessor based on the observations, inspection, interviewing or based on demonstration.
5.4.6. Before the assessment day, if required, the facility representative must obtain all necessary
approvals from facility management to ensure the provision of requested evidence within time.
5.4.7. Any evidence omitted from the list requested by the assessor(s) shall be the exclusive
responsibility of the facility team and will be treated as unavailable during subsequent reviews.
Required evidence if found absent during reporting phase, will be finalized based on the
findings collected by assessors and the facility team are not permitted to comment on or
dispute findings for which evidence is missing or not provided.

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6. Assessment Report
6.1. Reporting and Decision-making Process:
6.1.1. The assessment report shall be written in English and in electronic format. The original
report is owned by the certification body, TASNEEF.
6.1.2. Upon the completion of the assessment, a draft report (Preliminary Findings Report) will be
prepared by the Assessor of Tasneef followed by an internal review and approval and shall then
be shared with the authorized representative of the facility within fourteen (14) working days
from the day of assessment completion.
6.1.3. The facility shall send to Tasneef an acknowledgement of the Preliminary Findings Report and
facility comments, if any, on the given non-conformities within ten (10) working days using the
specific acknowledgement and facility comments pages on Reyada Smart Tool.
6.1.4. Based on the communicated non-conformities, facility should start working to identify the root
cause and devise the corrective action plans for each non-conformity to rectify and prevent any
recurrence.
6.1.5. The facility may share the comments in the facility comments template provided. All the
comments on non-conformities should be justified with specific reference to the standard
supported by evidence that was already submitted during the assessment. Comments without
valid justification and references will not be deemed to provide any response.
6.1.6. TASNEEF assessor shall review the facility comments and provide agreement or disagreement
with remarks to internal reviewer in TASNEEF.
6.1.7. The internal reviewer shall review the comments response from facility as well as assessor and
shall make a conclusion and the same shall be forwarded to DCD with a proposed decision on
the final score and rating for review and final approval or endorsement of decision.
6.1.8. Any disagreement on the issued final report that is related to facts mentioned therein, can
follow the appeals process as indicated in clause 9.

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6.2. Preliminary Findings Report:
6.2.1. The Preliminary findings report consists of the review outcome of the evidence non-
fulfilment to the given criteria under each domain.
6.2.2. In addition to the outcome of each evidence, the assessor also indicates the assessor remarks
if any, detailing the reasoning for outcome in reference to the evidence evaluated.
6.2.3. The draft report shall not indicate any scores or rating as the objective of the draft report is
to understand and agree on the non-conformities, as an effort to analyze the identified gaps
and to make necessary corrective actions.
6.2.4. The facility shall have an opportunity to read through and understand the report findings
and any disagreements or difference in opinion can be shared through facility comments.
6.3. Assessment Final Report:
6.3.1. Upon receiving the facility comments, the assigned assessor will make a thorough review
of the comments and make necessary updates if valid justifications with reference and
evidence are available.
6.3.2. An independent review of the facility’s comments and assessor’s remarks will be conducted
to finalize the report. The final Assessment report, including a high-level summary of
domain performance and identified outstanding non-conformities, shall be submitted for
final decision and required actions.
6.3.3. The final report is a system-generated document through Reyada Smart Tool and issued as a PDF once
validated by the DCD.
6.4. Assessment Report Format
The Assessment Final report will include:
6.4.1. A PDF document with an executive summary of assessment constituting facility details,
scope of services as applicable per Reyada standard requirements, any exclusions in the
assessment due to non-applicability, non-scoring observations, high-level summary of
conformities and non-conformities, as well as identified findings per domain, followed by
areas for improvement.
6.4.2. A score representation for each domain is followed by a Statement of conclusion, indicating
the overall outcome of the assessment, including the final score and Reyada rating scale
achieved by the facility, along with the instructions for submission of corrective actions.

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6.4.3. The final report shall formally be endorsed by individuals holding key roles in the assessment
process with the authority to validate and approve the findings. This shall include assessment
team member(s), technical reviewer(s), and/or approver(s).
6.4.4. The Facility Comments page in Reyada Smart Tool (Facility’s comments, Reference Criteria,
Additional comments, if any, Assessor’s response to facility Comments). It includes a 'Raise a
flag' button that points to the evidence in question, the facility's remark, and the response to
facility comments.

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Reports Process
TASNEEF-RINA Business
Assurance
Department of
Community
Development
Social Care Services Facilitie
Start
14 working days
5 working days
Assessor
Facility Representative
Technical Team
Preliminary Findings Report (PFR)
Acknowledgment
Preliminary Findings Report
System Generated Final Report
Received Confirmation from DCD
Received Report
Acknowledgement
Internal Review and Approval
of PFR
Facility Comments
Preparation of the Draft Report
Preliminary Findings Report (PFR)
Facility comments Notification
Conclusion and Proposed Decision Final Report
Agree? 10 Working Days Yes
Review the Facility Comments
Internal Review
No
Agree? No
Yes
Within 41 working days

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7. Scoring and Rating Level
7.1 Assessment scores per each domain are generated as per the scoring process described in the
Reyada Scoring methodology/guidelines.
7.2 Each evidence (Required/Optional) is assigned with scores based on categorization of conformities,
as below:
7.2.1 In place: “Full” scores shall be awarded for each verification point.
7.2.2 Partially in Place: “Half” score shall be awarded for each verification point.
7.2.3 Not – in place: “Zero” score shall be awarded for each verification point.
7.3 Evidence that are “not applicable” in any specific scenario, shall receive no score deduction and
shall be excluded from scoring criteria however, assessor shall indicate the non-applicability to
ensure alignment with the assessment criteria and scope.
7.4 Each requirement is scored based on the type of evidence met: 4 points for Core evidence and 2
points for Non-Core evidence.
7.5 A final score shall be derived from the assessment which indicates the rating and level of
compliance to Reyada Standard requirements of quality.
7.6 A “Rating” is given to the facility based on the overall score resulting from the assessment and
decision is made using the 4-point scale given below:
Rating Level Basic Intermediate Achieved Advanced
Percentage of Score
Achieved 0-30 31-60 61-80 81-100

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8. Non-Conformities, And Corrective Actions
8.1. Each criterion of Reyada standards shall be verified for conformance by the facility through
available required evidence demonstrated by the facility team.
8.2. Conformity: Has objective evidence of conformance against the standard requirement and
classified as “In Place”.
8.3. Non-Conformity: Not having sufficient or unavailability of an objective evidence of
conformance against the standard requirements. It is further categorized to Partially in
place and Not in place.
8.3.1. Partially in place - Has objective evidence that meets the requirements to some extent or
partially and needs improvement.
8.3.2. Not in place: Evidence does not exist (No objective evidence to support the question
(regardless of the procedure) and lacking some objective evidence, no written procedure)
8.4. All Non-Conformities must be rectified with a corrective action plan.
8.5. The corrective action should indicate what the non-conformance/finding is; the identified root
cause; what the proposed corrective action is; who is responsible for the implementation of the
corrective action; and when the corrective action is expected to be completed.
8.6. As per the International standards and best practices, a target date of corrective actions to be
implemented is set to be after ninety (90) calendar days or three (3) months.
8.7. The Leadership of the organization shall understand, acknowledge, and assume the
responsibility to monitor the implementation of corrective actions and ensure conformance.
8.8. Any disagreements documented in the Corrective and Preventive Action plan are not considered
as corrective action, and thus do not meet the requirement of effective completion of the
assessment process. The facility must submit a proper Corrective and Preventive Action Plan
within fifteen (15) working days of receiving the final assessment report.
8.9. Corrective and Preventive Action Plan (CAPA) to be evaluated by assessors for completeness and
accuracy (i.e., all non-conformities addressed as per the final report, root cause identified,
responsible person identified for implementation, targeted date assigned).

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8.10. TASNEEF/DCD reserves the right to reject the Corrective and Preventive Action Plan if it is not
supposed to meet the requirements of corrective actions and any disagreements on assessor
findings. The facility can request for more details to understand the non-conformity to
provide the corrective action plan.
8.11. Corrective action plan should be submitted to Tasneef by the facility representative and endorsed
or approved by the facility leadership or delegated signatory authority of the entity (signed and
stamped).
8.12. TASNEEF shall escalate to DCD if a lack of commitment is observed in submitting the
Corrective and Preventive Action Plan or in implementing the corrective actions to rectify the
identified findings and prevent recurrence.
8.13. DCD encourages social care service facilities to commit to providing quality services and may
recognize such efforts in the future by linking them to incentives or sanctions.

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9. Appeals and Complaints Management
DCD and TASNEEF considers complaints and Social Care Facility satisfaction as an incentive
to improve the quality of the service provided. This section describes how the facilities can
file an appeal request or a complaint with TASNEEF concerning its activities.
9.1. Appeals Management Process:
9.1.1. During the reporting process, the facility shall already be given an opportunity to review the
assessment report findings and provide any disagreements as facility comments
mentioning relevant reference criteria, guidelines and with appropriate justifications which
shall be reviewed by Tasneef to provide response in the final assessment report.
9.1.2. If the review and conclusion on facility comments in the outcome shared by Tasneef is not
satisfactory and convincing to the facility, then the facility can submit an appeal request to the
DCD appeals committee, through Reyada Smart Tool Appeal page within fifteen (15) days of
receiving the Final Report from Tasneef, to be accepted for review by the committee.
9.1.3. Facility justifications based on incorrect or different interpretations of Reyada standard
requirements cannot be accepted for the appeals process unless the appeal is based on valid
reasoning and reference criteria.
9.1.4. The acceptance criteria for an appeal are as stated below:
9.1.4.1. Appeal request is made with clear citation of criteria requirements and with objective
evidence that demonstrates the adherence.
9.1.4.2. Shall not include the factor of misinterpretation of criteria and evidence requirement in
the Standard.
9.1.4.3. Acceptable in cases where the facility justification includes a scenario that is not
addressed in the Standard directly or indirectly.
9.1.4.4. Any appeal request based on verbal arguments without supporting evidence will be
directly rejected.
9.1.4.5. Any appeal request submitted with new evidence that was not initially presented
during the assessment will be rejected.
9.1.4.6. Appeals request received after crossing 15 days of receiving final assessment report shall
be rejected.

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9.1.5. The appeal request shall include the facility details, head of the facility details, and the
assessment representative details, along with the details of assessment concerns, such as
the reason for the appeal, and they should clarify their compliance with requirements or
justify their non-compliance with supporting documents and references, including
Tasneef’s assessor response to facility comments.
9.1.6. If the appeal request meets the acceptance criteria, the committee from DCD will take thirty
(30) days to review, and the committee shall give a final decision after thorough review of
the opinions and justifications from the facility as well as the Tasneef team. The
committee’s decision shall be provided within thirty (30) days, and the appeal will be
considered rejected if no response is received from the committee within thirty (30) days.”
9.1.7. DCD may submit the request to Tasneef for validation and verification of the appeal. An
appeal meeting may be conducted between the facility, DCD, and Tasneef to provide any
necessary clarifications.
9.1.8. The decision made by the DCD appeals committee shall be regarded as the final decision on
the appeal, and there cannot be any further reviews or negotiations after the final appeal’s
decision.
9.1.9. DCD shall inform Tasneef to revise the assessment report if the appeal decision is in favor
of the facility. Tasneef shall update as per the final decision of the DCD appeals committee
within two (2) working weeks.

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yes
Appeals Process
Social Care Service Facilities
Department of
Community
Development
TASNEEF-RINA Business
Assuranc
Start
within 15 days
Meet
no Acceptance
Criteria
yes
Clarification Meeting (Facility) yes
Meeting required
with facilities
/TASNEEF
yes
Review Decision
within 30 days
yes
no
Requires Report
Revision yes
No
2 working weeks
Final Decision
Appeal Rejected (Unnotified)
End
DCD Appeals
Committee Review
Not in favor
Revise as per DCD Appeals
Committee Input
Clarification
Meeting (TASNEEF)
Feedback to DCD
for Rejection
Reject with Reason
Final Assessment Results Submit the appeal for
validation and verification
Receive Appeal from
the Facility
Decision Outcome

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9.2. Complaints Management Process
9.2.1. As part of feedback process, a satisfaction survey link is sent to the social care facilities to
collect the feedback on the assessment process.
9.2.2. Any recommendations for improvement of assessment process can be shared through the
survey response.
9.2.3. Facilities can still raise a complaint that is not related to the findings of assessment through
this process.
9.2.4. To raise a complaint, the facility shall send a complaint to ssq.office@addcd.gov.ae and
dcd.reyadacomplaints@tasneef.ae. Tasneef's higher management will receive complaints
routed through this email and will be investigated independently of the assessment team. The
results will be communicated to DCD.
9.2.5. The complaint must include any supporting evidence that enables TASNEEF to review
objectively without any bias, for which complaint is filed.
9.2.6. The specific category of complaint for review will be identified, and a receipt notification
will be sent to the facility within five (5) working days describing the next steps of the
complaint management process.
9.2.7. Facility shall note that the assessment team cannot provide solutions or recommendations
to the facility internal process, and this should not be the basis for raising a complaint or
concern.

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10. Follow- Up Assessment and Re-Assessments
10.1. Follow-Up Assessments:
10.1.1. The facilities that have achieved the final score equal to or less than 30 percent and rated as
Basic level shall be under the scope of the follow-up- assessment process.
10.1.2. Follow-up Assessment shall be conducted after ninety (90) days from the day of issuing the
Final Report for the facilities ranked “Basic”, provided that the facility confirms the
implementation of corrective actions to the findings received.
10.1.3. TASNEEF may make an unannounced visit to verify the status of corrective actions, if no
update is received from the facilities even after crossing 100 days from the day of issuing
the final report.
10.1.4. The follow-up assessment is conducted to review the status of implementation of the
proposed corrective actions and shall be reported to DCD.
10.1.5. The follow-up assessment shall not generate a new score and no change shall be made to
the initial report/score. The outcome of follow-up assessment shall be updated to DCD with
the status of corrective actions implemented by the facility.
10.2. Re-Assessments:
10.2.1. Re-assessment shall be conducted for all the facilities in scope annually, irrespective of the
score and rating received in the initial or earlier assessment.
10.2.2. If a facility has undergone a follow-up assessment in the beginning of the year, it is likely to
receive a re-assessment at least before the end of the same year, unless otherwise decided
by DCD.
10.2.3. Tasneef shall communicate the schedule of re-assessments on an annual basis or as decided
by the DCD.
10.2.4. The re-assessments are mandatory for all the facilities in scope and cannot be deemed as
optional.

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11. Conditions Impacting Continuation of Assessment Process
11.1. Conditions affecting the Assessment Process
11.1.1. Absence of an authorized person to facilitate the assessment process with the competency
and authorization levels that help him/her to understand, respond, discuss, agree, and sign
the concluded findings (Closing Report) during the whole assessment process.
11.1.2. Any case that might be classified by the assessor to lose the professional objective of the
assessment process and leading to unprofessional situation like:
11.1.2.1. Unavailable agreed resources provided to assessor like inadequate and uncomfortable
space for the assessment, no access to review the required documentations/records etc.,
11.1.2.2. Unavailability of authorized representative or staff nominated in the communicated
assessment day plan, especially when no concern is received from the facility-side after plan
communications.
11.1.2.3. When the provided nominee or representative is not competent to provide the required
evidence or to demonstrate responsible attitude, consequently, the assessment process will be
inoperable.
11.1.2.4. Any interaction from a not nominated facility staff which will not pour in the sake
of assessment and may adversely effect on the assessor’s ability to conclude proper and
professional conclusions.
11.1.3. If due to emergency situations that the TASNEEF assessor couldn’t join the assessment as
per the planned arrangements, then the facility will be informed to set another assessment
schedule plan.
11.1.4. When the assessor faces difficulties getting and collecting the relevant evidence at the time
of assessment (i.e., the collection will be later after the assessment) which might lead to an
improper conclusion of the assessment findings.
11.1.5. When the facility has not submitted the self-assessment along with the required evidence,
within the stipulated submission time, which may lead to an extended on-site assessment
duration involving strenuous efforts to complete on-site assessment. This may also impact
the assessment outcomes as the evidence is not submitted ahead of time for thorough
evaluation.

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11.2. Implications and TASNEEF Actions in such conditions
11.2.1. TASNEEF assessors shall exert all possible efforts to continue the assessment with available
information or evidence. However, this may have an impact on the outcome of the
assessment which is apparently due to lack of full engagement from the facility and cannot
be attributed to the quality and integrity of assessment process.
11.2.2. In situations where the assessment cannot be initiated or continued for any reason that
is not in control of the assessor, the assessment shall not be conducted or progressed
and the same shall be communicated by TASNEEF to DCD for further needful actions and
interventions.
11.2.3. Depending on the cause and circumstance, the cancelled or discontinued assessment may
be rescheduled with a condition to the facility to ensure full commitment, co-operation,
and smooth conduct of assessment.
12. Updates to Guidelines
Reyada Assessment guidelines shall be reviewed at least annually and may be earlier if needed,
as per DCD’s decision.
13. Communication of Changes
13.1. The facility must promptly inform TASNEEF of any changes in factors that may affect the
capacity of the Quality Management System to continue to satisfy the requirements of the
Reyada Standards.
13.2. DCD shall inform the facilities whenever any changes in the guidelines and reference
standards are published.
13.3. TASNEEF reserves the right to perform additional assessments on the facility if the
modifications communicated are considered particularly significant in regard to maintaining
the conformity of the Reyada Standard requirements.

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Reyada Framework
41
APPENDICES

Reyada Framework
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Definitions:
Terms Definition
Appeal A formal request for review of a decision or outcome related to an
assessment or audit activity
Assessment
Process
Assessment is an objective, evidence-based process for evaluating a
process and making decisions. The series of steps involved in
completing this assessment forms the Assessment process.
Continual
Improvement
Continual improvement is a set of recurring activities carried out to
enhance performance. Continual improvements can be achieved by
carrying out audits, assessments, self-assessments, and
management reviews. Continual improvements can also be realized
by collecting data, analyzing information, setting objectives, and
implementing corrective and preventive actions
Correction A correction is any action that is taken to eliminate a
nonconformity. A correction is applied to rectify the identified
single mistake, but it does not prevent recurrence as corrections do
not address root causes.
Corrective Action
Corrective actions are steps taken to eliminate the causes of
existing nonconformities and prevent their recurrence. The
corrective action process aims to prevent the recurrence of existing
nonconformities and potentially undesirable situations. This can be
ensured by conducting root cause analysis, identifying the
appropriate corrective actions, and implementing them effectively.
Corrective and
Preventive
Action Plan
A step-by-step plan of action and schedule for correcting a process
or area of non-conformance, after conducting root cause analysis,
which should also prevent the recurrence of similar issues or non-
conformance.
Conformity
Conformity is the "fulfillment of a requirement". To conform means
to meet or comply with requirements, and a requirement is a need,
expectation, or obligation.

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Criteria Each criterion is a definite requirement that is expected to be
complied with effectively in practice.
Domain A definite scope of activity or field. In Reyada, each domain acts as
a pillar of Quality, indicating a specific section of the requirements.
Effectiveness
Effectiveness refers to the degree to which a planned effect is
achieved. Planned activities are effective if these activities are
carried out, and planned results are effective if these results are
actually achieved
Evidence
Evidence is a document, a record, or any objective data or material
that can demonstrate the status of fulfilment of the criteria
mentioned in the Reyada standard. The evidence under each
criterion is classified as either Core or Non-core.
Higher
Management
Indicates the Leadership with power or authority of making facility
level decisions that could involve organizational, strategic, quality
and financial aspects and impacts.
Improvement
Improvement is a set of activities that organizations carry out in
order to enhance performance (get better results). Improvement
can be achieved by means of a single activity or by means of a
recurring set of activities
In Place Relevant evidence exists that is complete and reliable.
Management
The term "management" refers to all the activities used to
coordinate, direct, and control an organization. These activities
include developing policies, setting objectives, and establishing
processes to achieve these objectives. In this context, the term
"management" does not refer solely to individuals. It refers to what
managers do and the established system.

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Monitoring To monitor means to determine the status of an activity, process,
or system at different stages or at different times. In order to
determine status, you need to supervise and continually check and
critically observe the activity, process, or system that is being
monitored
Non-Conformity Nonconformity is a nonfulfillment or failure to meet a requirement.
A requirement is a need, expectation, or obligation.
Not Applicable Evidence is not applicable to this service provider.
Not in Place Evidence does not exist or is not relevant to Reyada.
Partially in place Evidence exists, but not fully. (Incomplete or partially relevant or
partially reliable).
Performance
The term performance refers to a measurable result. It refers to the
measurable results that activities, processes, products, services,
systems, and organizations are able to achieve. Whenever they
perform well, it means that acceptable results are being achieved,
and whenever they perform poorly, unacceptable results are
achieved
Performance
indicator
A performance indicator (metric) is a characteristic that is used to
measure the achievement of desired performance and how well
outputs are realized
Plan Do Check
Act technique
Plan: Establish the objectives and processes necessary to deliver
results in accordance with regulatory requirements.
Do: Implement the processes.
Check: Monitor and measure processes outputs against objectives
and requirements and report the results.
Act: Take actions to continually improve process performance.

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Process
A process is a set of activities that are interrelated or that interact
with one another. Processes use resources to transform inputs into
outputs. Processes are interconnected because the output from
one process often becomes the input for another. Organizational
processes should be planned and carried out under controlled
conditions. An effective process is one that realizes planned
activities and achieves planned results.
Quality
The adjective quality applies to objects and refers to the degree to
which a set of inherent characteristics and processes resulting in
fulfillment of a set of requirements. If those characteristics meet all
requirements, high or excellent quality is achieved but if those
characteristics do not meet all requirements, a low or poor level of
quality is achieved.
Quality
Management
System
A quality management system (QMS) is a set of interrelated or
interacting elements that organizations use to formulate quality
policies and quality objectives and to establish the processes that
are needed to ensure that policies are followed, and objectives are
achieved. These elements include structures, programs, practices,
procedures, plans, rules, roles, responsibilities, relationships,
contracts, agreements, documents, records, methods, tools,
techniques, technologies, and resources.
Rating Scale
A scale defined to measure the achievement of compliance to
Reyada Standard requirements. Rating scale has four levels- Basic,
Intermediate, Achieved and Advanced.
Regulatory
Requirement
A regulatory requirement is an obligation that is specified by an
authority which gets its mandate from a legislative body.
Required
Evidence
A mandatory requirement that needs to be fulfilled or
demonstrated to prove that the service provider meets the
criterion.

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Requirement
A requirement is a need, expectation, or obligation. It can be stated
or implied by an organization, its customers, or other interested
parties. A specified requirement is one that has been stated (in a
document for example), whereas an implied requirement is a need,
expectation, or obligation that is common practice or customary.
There are many types of requirements. Some of these include
customer requirements, quality requirements, quality management
requirements, management requirements, product requirements,
service requirements, contractual requirements, statutory
requirements, and regulatory requirements.
Review
A review is an activity. Its purpose is to determine how well the
thing being reviewed can achieve its established objectives.
Reviews ask the following question: “Is the subject (or object) of
review a suitable, adequate, effective, and efficient way of
achieving established objectives?”.
Risk-based
Approach
A risk-based approach is about identifying the aspects that may
have critical impact to quality, if compromised, and this may
increase the risk of care quality. Therefore, during the assessments,
assessed samples shall always include the aspects considering the
risk.
The Outcome Status of fulfilment of Criteria through evidence. The evaluation of
the evidence can result in either of the four outcome options as –
“In place”, “Partially in place”, “Not in place” or “Not Applicable”.
Verification Verification is a process that uses objective evidence to confirm
that specified requirements have been met. There are many ways
to verify that requirements have been met. For example, one could
inspect something, or do tests, or carry out alternative calculations,
or could examine documents or conduct interviews or ask to
demonstrate through any objective evidence.

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Abbreviations:
Terms Definition
CAPA Corrective Action Plan
DCD Department of Community Development

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United Arab Emirates - Emirate of Abu Dhabi
Issued by: Department of Community Development
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