Hôpital Privé des Côtes d'Armor: HAS Certification and Continuous Improvement with Better World
In 2023, Hôpital Privé des Côtes d'Armor successfully achieved Haute Autorité de Santé (HAS) certification, highlighting its commitment to excellence in quality and safety of care. Better World was honored to collaborate with this facility, providing an innovative platform that has transformed the way the hospital collects and analyzes patient feedback, driving substantial improvements in patient experience and satisfaction.
Background & Issues
L'Hôpital Privé des Côtes d'Armor, confronté à un score e-Satis global de 72/100 en 2022, a identifié un besoin d'optimiser son approche en matière de gestion de l'expérience patient. Cela a conduit à une refonte stratégique de ses méthodes d'écoute et de réaction aux avis des usagers. L'introduction de la plateforme Better World faisait partie de cette initiative globale visant à capter de manière plus efficace les besoins et les attentes des patients, dans le but de mettre en œuvre des solutions ciblées pour les adresser. Cette démarche proactive de l'hôpital s'est non seulement concentrée sur l'amélioration immédiate de la qualité des soins mais visait aussi à instaurer une culture d'excellence durable au sein de l'établissement. Et cet engagement s'inscrit également dans leur démarche de certification de la HAS.
HAS & IFAQ certification
HAS certification is essential for healthcare establishments in France, as it attests to the quality of care and patient safety. Hôpital Privé des Côtes d'Armor saw this certification as an opportunity to strengthen its reputation and publicly demonstrate its commitment to high standards. At the same time, certification opens the door to funding programs such as the IFAQ, which rewards establishments according to their performance in terms of quality and efficiency of care. This funding is crucial, as it provides financial support for initiatives aimed at improving patient experience and health outcomes.
Better World deployment & Methodology
Deploying the Better World platform at Hôpital Privé des Côtes d'Armor was a major operation. The methodology adopted included several key stages: configuration of the platform to collect feedback via satisfaction questionnaires and other patient data sources, integration with the hospital's existing IT systems, and training of teams in the use of advanced analytical tools. Better World enabled an in-depth analysis of the feedback gathered, identifying the key issues to be addressed to improve the patient experience.
Better World detailed features
- Multisource data collection The platform integrates data from multiple sources, including social networks, review sites, e-Satis, and internal questionnaires, providing a comprehensive view of user perceptions.
- AI analysis : Better World's artificial intelligence analyzes data, identifies trends and classifies returns according to their urgency and nature, facilitating decision-making.
- Data visualization Intuitive dashboards display key feedback for rapid, informed reaction.
Better World Actions & 2023 Results
Grâce à l'analyse des données depuis Better World, les équipes de l'hôpital ont su transformer les avis remontés en véritable plan d’amélioration et ont mis en œuvre des actions spécifiques, notamment pour améliorer la prise en charge de la douleur, surtout chez les patients pédiatriques et ceux en oncologie. Des ateliers de formation ont été également organisés pour sensibiliser le personnel aux besoins spécifiques exprimés dans les retours. Ces initiatives ont propulsé le score e-Satis global à 86/100 en 2023, témoignant de l'efficacité des mesures adoptées pour améliorer l'expérience Patient.
Impact & Generalization to all Hospi Grand Ouest Group facilities
The use of Better World has made a significant contribution to the culture of continuous improvement at Hôpital Privé des Côtes d'Armor. The platform not only helped the hospital achieve HAS certification, but also facilitated access to IFAQ funding, reinforcing the hospital's ability to innovate and continually improve its services. The recognition obtained through certification and the improvement in patient satisfaction position the hospital as a leader in the healthcare sector.
Perspective:
The results obtained by Hôpital Privé des Côtes d'Armor and its use of Better World have convinced the Hospi Grand Ouest group to extend Better World's use to the group's other establishments. The implementation of the platform throughout the group aims to standardize quality and patient satisfaction standards across all affiliated clinics and hospitals, and to study a synergy of continuous improvement on a large scale.
The collaboration between Hôpital Privé des Côtes d'Armor and Better World illustrates how the integration of advanced technological solutions can significantly improve quality management in healthcare establishments. By leveraging a better listening device and our decision support platform, the hospital not only achieved the high standards required for HAS certification, but also set new benchmarks in patient satisfaction and care, paving the way for future advances in the sector.