How do we do it? The work carried out by and with the National Family ZOOMON . . . Council strengthens their understanding of our Well-treatment and quality of service are globalprofessions and their challenges and are intended In France, how are improvement plans developed? approaches, led by all our teams. They are rooted in to help us evolve our offering to better meet the shared values and adapted to the national and local expectations ofour customers and their families, Each home, even those with an overall family satisfaction rate of 90% or higher, submits an action plan specificities of the territories where we operate, thereby promoting sustainable development. to its CVS based on the results of the satisfaction survey, targeting the areas for improvement identified to best meet the needs of the people we take care of. in the survey (i.e. those with a score of less than 80%). The NPS is also a sustainable development indicator used to determine part of the variable compo- In addition, Country Quality Departments conduct audits on the implementation of the action plans. Taking customer experience into account: fundamental to sustainable development nent of our operational managers’ remuneration. The action plans of the five lowest rated homes in each region are reviewed and approved by the This barometer helps us define our improvement Country Managing Director and the Country Operations Director. Twice a year, each country conducts, through anplans by incorporating the results of the CNF’s work Taking customer experience into account has led to the implementation of programmes and external service provider, a satisfaction survey of at the level of each home. commitments designed to structure our initiatives to promote quality of service and well-treatment, our customers and their families to measure theri with a focus on taking care. Various tools for diagnosing and identifying priority areas for improvement level of satisfaction with the quality of service and In addition, our professionals are in direct contact well-treatment using several indicators, the most with our customers, home helpers and carers, were introduced in 2024. important being overall satisfaction, satisfaction with service homes and nursing homes. The persona- the quality of care and quality of life, and the NPS lised accompaniment plan (PAP), which is specific (Net Promoter Score). to each customer and developed with their family, and the home’s home project contribute significantly These indicators, collected at the level of eachto our understanding of the needs of customers home, are consolidated at country level and then at and families in terms of care and life plans. ZOOMON. . . Group level. This hands-on relationship is fundamental: The Humaniza project each home therefore offers a specific improvement This survey enables us to measure the customers’plan, even if it is part of a common framework or In Spain, this approach took on a new dimension with the Humaniza project. Based on the principle of experience to assess the satisfaction and loyalty reference system (the PAP or the home project). autonomy, Humaniza places the individual and their preferences at the heart of the care process, with a of our customers and their families, and their propen- priority on quality of life and respect for the autonomy of each resident. It is based on specific processes sity to recommend DomusVi. and tools (questionnaires, personal interviews, etc.) and is accompanied by dedicated indicators. The results of these studies are analysed in depth It was rolled outin 2024 in 13 existing homes, as well as in the homes that opened that same year. by the relevant support functions and operational 383 residents were surveyed, with the participation of 163 care assistants. teams. They lead to the implementation of country In 2025, the Humaniza project will be extended to new homes and home care. Training initiatives will action plans, which are rolled out at local level, accompany this roll-out, one of the project’s objectives being to reduce staff turnover by offering a more with each home proposing its own improvement plan. attractive working environment. The whole process is then reviewed by the Manage- ment Committee of the country concerned. In accordance with the CNF charter, these satisfac- tion surveys are shared with the CNF in the country concerned. 52 53 4202 TROPER YTILIBANIATSUSSEGNELLAHC LAICOS DNA LATEICOS RUO