Health Care
Our mission is to contribute to the well-being and comfort of patients and those around them-families, visitors, volunteers, doctors, nurses, patient care assistants and administrative staff.
The hospitality offering
 | Adapted to the needs of a healthcare institution's stakeholders-patients, families, visitors, volunteers, doctors, nurses, patient care assistants and administrative staff - our Hospitality offering helps to identify each establishment's special needs in five key areas: |
Food services
Our food services are tailored to the individual requirements of patients, depending on their illness, as well as to the needs of staff, families and visitors.
Reception and information
We offer warm, personalized reception services and ensure regular, easy access to information.
Hygiene and environment
We ensure that hygiene guidelines are deployed and respected for a healthy, carefully controlled environment.
Free time
Medical care accounts for only 5% of patients' hospital time. We ensure that the other 95% of their stay is as pleasant as possible.
Equipment maintenance
By ensuring that equipment is in good working order, we guarantee optimal safety.
The Hospitality offering accounts for :
- 25% of a healthcare establishment's total budget.
- 30% of its reputation.
- 70% of the quality of life it promises to deliver.
 | The Hospital offering is not a one-size-fits-all solution but the result of a targeted, participatory process that fully integrates the client's needs. The effectiveness of our approach is demonstrated by our solution for the Bordeaux-Nord Aquitaine Hospital Group. |
Case study - Bordeaux-Nord Aquitaine Hospital Group
The city's largest private hospital group, Bordeaux-Nord includes five facilities:
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The contract, won over Compass, started at the Bordeaux-Nord General Clinic in January 2002, was extended to include the Caudéran Clinic in March, two other clinics in July and the retirement home in December 2003.
The call for tender went out in October 2001, the contract was signed in December and service provision began in January 2002.
A new strategic approach
The client was looking for a service provider with expertise in managing a range of patient support services.
Keeping the same contact people
In addition to its Hospitality offering, Sodexo impressed the client with its demonstrated ability to manage a challenging labor situation: during the tender process, a number of Sodexo managers were involved in formalizing and explaining the offer, providing operational details to the client, and to the Human Resources manager in particular. The managers involved were:
- Michel Pitin
Regional Manager. - Yves Magie
Marketing Manager, now Global Hospitality Manager on the site. - Jean-Noël Bourmeau
Development Manager and Christophe Guérin, Development Manager at the time. - Charles Maret
Regional Human Resources Manager, backed by Bertrand Delamotte, Human Resources Manager
Sodexo was introduced at the client's Annual Meeting, and the outsourcing contract was then announced to the Works Council. Management and staff both appreciated that the message expressed during the consultation phase (new organization, modified hours) did not change once the contract had been signed and that after the contract start-up the business contacts were the same as before: Yves Magie, Michel Pitin and Charles Maret.
Training and supervision
At the beginning of the contract, a food services trainer (onsite for two months) and a patient support service trainer (onsite for fourth months) providing training and support for the rollout of the Hospitality offering and its services, methods, schedules, etc. Their presence as day-to-day contacts facilitated the management of a number of labor-related tensions at the outset.
In addition, a graduate student in labor relations management carried out an eight-month internship at the facility. She was in charge of managing payroll, absenteeism, sickness insurance, supplementary health benefits and other administrative tasks.
Today, under the direction of Hospitality Manager Yves Magie, operations are going smoothly, thanks to the deployment of a high quality supervisory team, comprising:
- Pascal Reverier
in charge of logistics, collections, technical affairs and maintenance - Joël Larcade
in charge of human resources, payroll quality and other administrative functions. - Jean-Michel Aubert
in charge of food services. - Céline Coupay
in charge of patient support services.
Today, Yves Magie holds monthly meetings with patient support staff and with the food service team (comprising a food production manager and a 15-member team). At the meetings, he provides information about Sodexo and the client facility and reviews operations.
To build team spirit and pride in working for Sodexo, he also organizes two offsite meetings a year for employees
- In December, a dinner to which spouses are invited.
- In the spring, a family picnic near a lake.
Hospitality: an extensive services offering
Gradual implementation of the offering
- January 2002 (contract start-up)
Food services: The General Clinic's central kitchen produces 1,200 meals a day, which are delivered to and distributed on the other three sites. The retirement home's 120 meals a day are prepared onsite.
Hotel services
Waste management
Rental of foliage plants
Cleaning of operating rooms - March 2003
Car park management (110 spaces) Reception and mail services Vending (5 machines) - September 2003
Introduction of the “123 Saveurs” food service offering for staff. - November 2003
Audiovisuals : rental of 250 TV sets for the General Clinic.
Carte Résidence: making a difference
The Carte Résidence is a personalized smartcard that is issued to each of the General Clinic's 600 employees.
It functions as an electronic purpose that is used to pay for onsite restaurant services and can be reloaded at the restaurant cash register (payable by cash, check or credit card). Introduced in September 2003, the card is an integral part of the Hospitality offering, increasing average spend per customer and reducing the use of cash.
It is also used to control employee access to the sites and to operating rooms, and a project is underway to extend its use to car park access.
Pack Séjour: a turnkey solution
With this innovative service introduced by Yves Magie, all overnight visitors receive a “night stay kit” that includes colored sheets, towels, complimentary toiletries and a breakfast voucher.
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