Quality
The continuous improvement of the quality of support, care and well-being of patients and residents is a central priority for the Group. Through demanding quality standards that are regularly assessed and strengthened, the Group works every day to continuously enhance its practices, develop personalised care approaches and sustainably meet the needs of the people it supports.
Quality of care is our top priority
Clariane makes quality of care a central component of the policies and procedures applicable in its networks. In addition to the legal and regulatory requirements applicable in each country where it operates, each year the Group’s networks undergo external ISO 9001 quality certification.
The procedures audited in this assessment include:
- medical, ethics and quality of service policies in compliance with the Group’s values, good business practices and regulatory requirements;
- recommended best practices which are regularly disseminated to facility directors and staff;
- management quality standards designed to provide care in conditions of optimal quality and safety.
| France | Germany | Belgium | Netherlands | Italy | Spain | Group | |
| % of sites certified ISO 9001 – Clinics and care homes – 2024 | 98% | 98% | 100% | 100% | 100% | 88% | 98% |
| % of sites certified ISO 9001 – Clinics and care homes – 2025 | 99% | 98% | 100% | 100% | 100% | 100% | 99% |
| Change in points | 1 | 0 | 0 | 0 | 0 | 12 | 2 |
| 2026 target | ≥ 95% | ||||||
| % certified sites ISO 9001 – Other activities - 2024 | 69% | 0% | 67% | 100% | 100% | N/A | 64% |
| % certified sites ISO 9001 – Other activities - 2025 | 100% | 38% | 95% | 100% | 100% | N/A | 93% |
| Change in points | 31 | 38 | 29 | 0 | 0 | 29 | |
| 2026 target | ≥ 95% |
As part of its standard of care named Positive Care (+C), employees are trained in an overall care approach that is
then personalised in line with the expectations and needs of residents, patients and their families. This approach is implemented through a personalised care or therapeutic plan.
| 2024 | 2025 | Change in points | 2026 target | |
| Share of residents with an up-to-date personalised care plan | 98.3% | 98.7% | 0.4 pts | 99% |
The alert and report management system is accessible to all stakeholders and reflects the Group’s commitment to transparency
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.
