Bringing together a community of ideas on how to improve the lives of senior citizens implies building spaces for exchange, as well as shared tools and values. This has been Colisée’s objective for the past two years, and the Mission Committee’s second report reaffirms this desire to develop a process of continuous improvement.
The first pillar of the mission, and the focus of the year 2022, was stepping up the use of performance indicators and WeDoxa feedback-gathering tools. The volume of client opinions gathered has almost doubled in the course of a year, rising from 30,880 in 2021 to 58,156 in 2022. The Net Promoter Score (NPS) increased by five points, from 39 in 2021 to 44 in 2022. The NPS is calculated on a scale of -100 to 100, and there has been discernible progress since Colisée pledged to achieve a score of 55 by 2025.
Encouraging medical indicators
Colisée has also implemented medical indicators enabling us to measure resident quality of life and the care provided by our teams. While certain indicators have remained stable over the past two years (such as the percentage of resident hospitalisations, which remains at 5%), others have improved, such as the percentage of residents not taking psychoactive medications, which rose from 42% to 46% in one year.
Providing optimum support for residents requires individualising care options and treatments in order to meet the specific needs of each individual. As such, the year 2022 was defined by the accelerated renewal of personalised resident support plans, a dynamic made possible through the sharing of best practices between countries. In 2021, 42% of residents benefited from an updated plan – one year later, this figure had jumped to 80%.
Areas for progress in 2023
The results obtained in terms of the quality of services provided paves the way for these these assessment and transparency efforts to be extended to other fundamental aspects of care home life, such as nutrition. A powerful lever in terms of combating the loss of independence and individual health, the Mission Committee has requested that the company provide tangible evidence of progress being made in this area. As such, this year Colisée implemented the Mini Nutritional Assessment (MNA), an internationally recognised standard enabling simple, regular and pertinent assessment of resident nutrition.
With the same mindset of maintaining residents’ independence, Colisée has developed an indicator enabling it to measure the impact of falls in care homes. Within the network, 79% of residents did not require physical restraints, a figure which we aim to increase to 95% by 2025. Given the need to constantly assess the effects of such actions, the Colisée teams will continue to use this indicator to measure the risk-benefit ratio of the absence of physical restraints.
Quality of Service reviewed from all angles
Colisée’s commitment to establishing a strategy and tools for continuous improvement of its services goes hand in hand with efforts undertaken by public authorities to improve the oversight of nursing and care homes. Internally, Colisée has used a system of mystery visitors since 2017. Its objective is simple: to ensure the application of fundamental principles by the company and its teams, notably in terms of welcoming, guiding and supporting guests and visitors. At the same time, internal checks are organised by the Colisée Director of Operational Oversight. In the second quarter of 2022, a total of 22 inspection visits were carried out in French nursing homes.
Elsewhere, the Mission Committee’s second report provides details of all inspections carried out by public authorities. In 2022, 339 inspections were carried out across the 4 European countries in which Colisée operates. In France, 97 inspections were performed, 52 of them by quality and care monitoring bodies, 17 by the DREETS1 and DGCCRF2 with a focus on competitive practices and human resource management, and finally 28 by the DDPP looking at food hygiene3.
1. France’s regional department of economy, employment, labour and solidarity (Direction régionale de l’économie, de l’emploi, du travail et des solidarités).
2. France’s state department of competition, consumer affairs and anti-fraud affairs (Direction générale de la concurrence, de la consommation et de la répression des frauds).
3. France’s local departments for community protection (Direction départementale de la protection des populations).
