Ethics and quality
Ethics and Quality at the heart of Korian’s approach
Ethics and quality are at the heart of our approach and determine the way we go about our work. As well as conforming to the regulatory requirements of all the countries we work in, we have drawn up our own strict rules and procedures that we regularly communicate to our employees.
Quality of care and patient safety at the heart of what we do every day
Respecting each individual, their dignity and their desires is the cornerstone of the care we deliver to the patients and residents at our facilities. Quality of care and safety are naturally at the heart of everything we do and are our number one priority every day. We have produced a rigorous quality and safety policy which is implemented by the senior management in each country and overseen by the Group Quality and Ethics Department.
To ensure that safety and risk prevention are an inherent part of our corporate culture, we run awareness campaigns throughout the year to keep it top of mind among our employees.
Standard-compliant tools to lock in quality at every level of the Group
Quality set-ups, procedures and practices are established, communicated and enhanced for each of the countries we operate in. Our quality handbook reflects the Group’s policy and is used by staff at all our facilities, ensuring that everybody has the same benchmark.
We are mindful of constantly improving our practices. We are always looking for things we can optimise or change to enhance the well-being of our residents and patients. Accordingly, any adverse events that occur are followed by a multidisciplinary review to help us improve measures to prevent and deal with such issues.
Independent audits that help to plan for improvement
All our staff have regular training and permanent access to our best practice procedures, including the quality handbook and records management guidelines. To assist our facilities, quality audits are conducted regularly by independent operations auditors who report to the Quality and Risk Management Department. These audits are used to establish and implement action plans in cooperation with the teams at our facilities.
The audits assess a wide range of criteria pertaining to quality, safety and human resource management.
Our ongoing quest for quality requires constant and renewed vigilance every day, which means our teams need to be wholly committed. In recognition of this, each year teams who have demonstrated exemplary performance are awarded a trophy to reward their hard work and dedication.
An annual European survey to measure customer satisfaction
The Korian group regularly polls its residents and patients and their families in Europe to assess their satisfaction with its facilities.
The aim of these “SatisfaKtion” surveys is to understand how customer satisfaction can best be improved by conducting a strategic analysis in each country in order to determine the best practices that need to be deployed throughout our network.
In 2017, almost 63,000 questionnaires were completed in Europe. Results showed that the overall customer satisfaction rate is rising, with 68% of nursing home residents and 80% of clinic patients reporting that they are very or extremely satisfied.
Improvement plans and communicating best practices
Here are some of the ways we implement our quality policy :
1/ In Italy, teams can use an electronic tool to schedule, view and record all the care procedures that have been and are to be performed, for each resident at the unit. This platform is gradually being rolled out to all Italian facilities and can also be used to communicate best practices and procedures to improve the quality of care.
Also, the Korian Academy offers our teams a multitude of training courses to help them learn care and support methods that promote benevolent treatment of the elderly and prevent abuse.
2/ In Belgium, medical care teams are trained on how to deal with end-of-life issues with the Advanced Care Planning and Euthanasia programme. This programme is delivered by the coordinating doctor and covers the relevant laws, requirements and procedures. It also guides staff through the essential process of discussion and communication about the resident’s end-of-life needs and wishes.