Quality

Clariane works to ensure that all staff are trained in good treatment and in procedures for managing alerts and reports. This requires that everyone:

• identify and report any risk of inappropriate treatment;
• know how to behave appropriately if a report is submitted (accept the complaint, claim or remark, thank the person for making the comment, and provide reassurance that the problem will be solved).

When a serious adverse event occurs in a facility, it is subject to:

• the implementation of immediate actions; 
• an internal declaration in the system in place in each country;
• a declaration to the competent authorities according to local regulations;
• an analysis of the root causes, which may be accompanied by the implementation of additional actions (preventive or curative). 

The reporter receives an acknowledgement of receipt within 48 hours. They are then kept informed of the status of their request and are informed of the conclusion of the investigations within a maximum period of three months (unless the matter is particularly complex).

At national level, the collection of all these events, reported by our stakeholders, employees, residents and patients, is regularly reviewed in incident committees. The purpose of these committees is to monitor sensitive cases, define and validate appropriate action plans, and coordinate actions between the Group’s departments. 

An update is regularly shared between the countries and the Group for the most sensitive situations and events. This exchange also aims to analyse major trends and take global phenomena into account. 

In order to prevent the occurrence of these undesirable events, awareness-raising and prevention campaigns are being deployed, under the impetus of the Group, around several major themes such as the proper use of medication, patient safety, hygiene, the prevention of risks of infection, and good treatment. These campaigns are deployed and, if necessary, supplemented by each country to adapt them to local environments.