Quality approach

The Victor Hugo Clinic’s quality approach is at the heart of the facility’s strategic direction. To this end, the quality department establishes an annual quality improvement and risk management policy in accordance with the clinic’s medical strategy.

To ensure the continuity of the clinic’s activities to meet expectations in terms of patient safety and quality of care, we pursue a policy focused on Continuous Quality Improvement (CQI). In addition to regulatory certifications, the health professionals who work at the Victor Hugo Clinic create a real quality dynamic within the facility on a day-to-day basis.


Certification is an external evaluation procedure carried out by professionals outside the facility. It is conducted every four years by the French Health Authority (HAS) with the objective of assessing the operations and practices of a healthcare clinic in order to guarantee the quality and safety of patient care and promote continuous quality improvement.

You can view the clinic’s certification HERE.


The bodies responsible for managing this process at the clinic are as follows:

  • Executive Committee
  • Steering Committee
  • Clinic Medical Board
  • Committee on Medicinal Products and Sterile Medical Devices
  • Pain Control Committee
  • Food and Nutrition Liaison Committee
  • Operating Areas Committee
  • Nursing Commission
  • Ethics Committee
  • Committee for User Relations
  • Risk and Vigilance Committee
  • Nosocomial Infection Control Committee
  • Blood Transfusion and Blood Safety Committee

Quality indicators

The French Ministry of Health, in conjunction with the French Health Authority (HAS), publishes patient quality indicators on the Scope santé website every year.

Controlling the risk of infection


Any inpatient may contract an infection during their stay (hospital-acquired infection, or “nosocomial infection”).
A nosocomial or hospital-acquired infection is an infection contracted during a stay in a healthcare facility that was not present when the patient was admitted and that occurs at least 48 hours after admission.
All patients and relatives are asked to collaborate in implementing the clinic’s hospital hygiene rules by following the instructions given, in particular those concerning hand washing and disinfection.
Alcohol gel hand sanitisers are available in all departments.

Resources put in place

As part of its ongoing efforts to improve quality and risk management, the clinic has established a Nosocomial Infection Control Committee. The Committee works in coordination with the Antibiotics Commission and the Operational Hygiene Team.
As part of its annual programme, the Nosocomial Infection Control Committee:

  • organises and coordinates the prevention and monitoring of hospital-acquired infections; in this context, it participates in national and regional surveys;
  • develops, in collaboration with the Operational Hygiene Team, protocols for patient care and hygiene;
  • participates in the training of healthcare teams and the assessment of professional practices;
  • controls the bacteriological quality of water, air and surfaces;
  • implements and monitors hygiene quality indicators: ICALIN score (Composite indicator of activities to control nosocomial infections), ICSHA score (Index of consumption of alcohol gel solutions), ICATB score (Composite index of good antibiotics use), ICALISO (Indicator of surgical site infection surveillance), ICABMR (Indicator of control of the spread of multi-resistant bacteria).

The results of these indicators can be found HERE.

Patients and visitors, help us fight nosocomial infections. You can do this with a simple gesture: use the hand sanitiser gels provided.

User Committee

There is a User Committee within the clinic. Its role is to:

  • Ensure that the rights of users are respected,
  • Improve the quality of the reception and care of patients and their families,
  • Handle satisfaction questionnaires and disputes.
    The law of 4 March 2002 on patients’ rights and the quality of the healthcare system established an accreditation system for associations that represent patients and users of the health system.
  • As at 2015, the association ADEPA works with the Victor Hugo Clinic. Our user representative is Mr Jean-Pascal Hons-Olivier. You can contact him directly: RU_CVH@vivalto-sante.com
Send an email to Mr Hons-Olivier

The User Committee includes:

  • Mr Thomas, Managing Director
  • Dr Piat, President, Primary Medical Mediator
  • Dr Lorenzon, Vice-President, Alternate Medical Mediator
  • Ms Birocheau, Operating Area Manager, Patient Care Director, Non-physician Substitute Mediator
  • Mr Hons-Olivier, User Representative
  • Ms Fotsin, Quality Manager / Executive Assistant, Advisory Vote

Should you encounter any difficulties during your stay, please contact your representative or the supervisor of the department concerned. They will try to meet your needs as quickly as possible.

If you are not satisfied with the solutions provided or need administrative help, the User Committee for quality of care will assist and guide you, and inform you of your rights. Its mission is to ensure that patients’ rights are respected and to contribute to improving the quality of care for patients and their families.
The Commission is above all available to listen, to put you in touch with those who are responsible for care and, if necessary, to provide information on procedures concerning dispute resolution, internal administrative appeals and legal action.
To make an appointment with a member of the committee who is best able to handle your request, contact the Healthcare Manager on +33 (0)1 53 65 53 06.

Depending on your complaint, they will reply as soon as possible and inform you of the possibility of referring the matter to the most competent mediator(s), and of the procedure to be followed.

We value your opinion

At the Victor Hugo Clinic, we pay particular attention to analysing the feedback that patients and visitors provide us with. We therefore invite you to give your opinion on your overall care, at any time. At the end of your stay, you will be asked to complete a satisfaction questionnaire on a touch pad provided, or directly on your smartphone by flashing a QR Code. These questionnaires are then analysed to improve the quality of your care.
We therefore strongly encourage you to fill out this satisfaction questionnaire when you leave.

Questionnaire results

Pain management

The teams at the Victor Hugo Clinic are committed to respecting article L.1110-5 of the French Public Health Code: “…everyone has the right to receive care to relieve their pain. It must be prevented, evaluated, taken into account and treated in all circumstances…”

In order to optimise this care, the clinic has established a Pain Control Committee. The purpose of this body is to coordinate pain management actions at department level and to provide caregivers with the necessary means for optimal pain management.

Pain is not inevitable

Pain management is a daily concern for our healthcare teams.
Before surgery, you will be informed about the possibility of pain and how to treat it.

It is possible to treat pain

If you are in pain, please notify the teams immediately so that they help you feel more comfortable. We will use all the means at our disposal to best relieve your pain.

Your participation is essential

Everyone reacts differently to pain, only you can describe it.
The more information you give us about your pain, the better we can help you. Our healthcare teams are available to assist you.

Assessing your pain

At any time, you can express the severity of your pain by using a scale of 0 to 10: 0 means no pain and 10 means the worst possible pain. Before your operation, the nurse will explain how to use it.
Our teams will systematically and regularly assess your pain, as well as your blood pressure, pulse rate and temperature.

Pain medication consists of analgaesics. These medicines relieve pain, even if they do not always completely eliminate it. They are prescribed by your doctor according to the nature and intensity of your pain. Please note that morphine is a powerful analgaesic. It is a medicine, not a drug. It is one of the medicines recommended by the World Health Organisation (WHO).

Sustainable development

The Victor Hugo Clinic is committed to pursuing a sustainable development process.

It is a clinic-wide approach: it applies to all departments and concerns all stakeholders within the facility. The department heads are the driving forces behind this approach. It is essential for all employees to be involved, because it is our everyday actions that will impact the future of the Earth. The sustainable development approach is carried out in parallel with the quality approach and the risk management programme.