Share your assessment of the quality of the care
How to express satisfaction?
At the end of your stay : complete the satisfaction questionnaire given by the caregiver and drop it in:
- letter boxes located in the service corridors
- or in the ballot box at the main reception
The responses are used, sent to professionals and presented to the users’ committee.
After your release : the Haute Autorité de Santé (HAS) will send you a questionnaire by email to measure your assessment of the quality and safety of care during your stay.
The satisfaction score can be viewed on the site Health scope.
By answering these 2 satisfaction questionnaires, we know our strengths but also our areas for improvement.
Why speak out about their experience with regard to their illness or their care path?
You can share your point of view with healthcare professionals on the quality of care and the organization of the care path:
- By participating in a round table with service professionals
- By becoming a “helping patient” for another patient on the same care path
- By participating in a round table organized by our user representatives on your care path
These exchanges will allow us to improve your reception in the unit, or more generally in the health establishment, your waiting in consultation, the information supports (sheet, poster) adapted to the patients, to the handicaps…. etc.
Make a commitment to yourself, your own health and the health of others.
Send us your request to: [email protected] – 03.20.99.56.89. An answer will be given to you.
Help improve quality and safety
How do you report any serious adverse event or any particular effect that has had a negative impact on your health or that of your hospitalized loved one?
-
During your stay : by informing the quality department on 03.20.99.56.89
-
During and after your stay : on the reports portal: signalement-sante.gouv.fr we can help you complete the declaration if needed at 03.20.99.56.89
When you report an adverse event, you help:
- identify new risks
- implement measures to prevent, limit or even eliminate these risks
How to file a complaint during and after your stay?
- During your stay, do not hesitate to ask for an interview with the head of department or the director of care to resolve any difficulties. A complaint does not wait. An immediate taking into account of the expression of a dissatisfaction generally favors a rapid and effective resolution of the reported dysfunction.
- When you leave, you can write your complaint on the form available to you at the main reception and deposit it in the ballot box reserved for this purpose.
- Following your hospitalization, you can write a letter to the director to relate the facts of your claim or complaint. This complaint will be handled by medical and non-medical mediators.
- Any complaint sent on the hospital’s website is also subject to a response from management: https://hopital-prive-villeneuve-d-ascq.ramsaygds.fr/
An internal investigation is always carried out to best respond to your complaint with presentation of the analysis to the users’ committee.
How to reach the user representatives?
Our user representatives are volunteers and available for you, listening to you and ensuring that your rights are respected. You can contact them directly. They chair the Users’ Commission, give their opinion on projects to improve daily life (reception, premises, signage, etc.) and contribute to the analysis of the results of the various satisfaction surveys. They are aware of complaints, claims, serious adverse events and can assist you during mediation, at your request.
- Marie-Christine MONCOMBLE, representing the association UDAF du Nord, Vice-president of the CDU, [email protected]
- Béatrice TRICART – JUMEL, representing the association UDAF du Nord, [email protected]
- Mathieu TRANCHEZ, representing the association COMSOMMATION LOGEMENT ET CADRE DE VIE, [email protected]
- Michel LENGLET, representing the association FEDERATION NATIONALE D’ASSOCATIONS DE PENSIONS, [email protected]
Find out more about the Commission Des Users (CDU).
–
