Medical Ombudsman and the Users' Commission (CDU)

Listening and Dialogue

Committed to patient well-being and the quality of care, Gustave Roussy provides its patients with spaces for listening and dialogue centered on medical mediation.

Since 2017, Dr. Bernard Escudier has served as the medical mediator.

His role is to establish a dialogue with patients or their loved ones by listening to them and providing answers and solutions.

If necessary, meetings can be scheduled with the medical mediator. These scheduled meetings with patients take place in Dr. Bernard Escudier’s office, at Gustave Roussy’s executive offices, or in the patient lounge located in the lobby.

One of the mediator’s roles is therefore to report any identified issues to management as well as to staff in the relevant departments so that they can be addressed. The well-being of our patients will always be at the heart of the measures we implement.

Your feedback is important, whether positive or negative

All of our healthcare professionals are committed to providing you with high-quality, safe care to make your stay as satisfying as possible.

All your comments are taken into consideration and help us optimize the quality and safety of your care.

If, during your stay, you have any comments regarding the conditions of your care, please contact:

• your attending physician or the department head;
• the head nurse of the department or the department’s care coordinator.

If these initial steps do not resolve your concerns:

You may write to the hospital’s chief executive officer or medical ombudsman:

• by mail: Gustave Roussy, Attn: Ombudsman, 114 Édouard-Vaillant Street, 94805 Villejuif Cedex
• by phone: 01 42 11 48 99
• by email: mediateur@gustaveroussy.fr

 You may also contact a patient representative who is a member of the Patient Advisory Committee at the email address ru@gustaveroussy.fr

Responsibilities

The mission of the Patient Rights Commission is to:

• Ensure that patients’ rights are respected and facilitate their experience at the hospital.
• Review written complaints submitted to hospital management.
• Contribute, through its opinions and proposals, to improving the quality of care and support provided to patients and their loved ones.

Expressing Praise or Filing a Complaint

If you wish to offer praise or report any difficulties encountered during your stay, your primary points of contact are the local teams—whether administrative, paramedical, or medical.
In the event of a major dispute, you may submit a written complaint to the Gustave Roussy Patient Advisory Committee.

You may request a hearing during mediation, at which you may be accompanied by a patient representative who is a member of the CDU

If you encounter any difficulties, you may submit a complaint to the Regional Conciliation and Compensation Commission (see the website).

Patient Representatives

Patient representatives are members of accredited associations appointed by the Regional Health Agency (ARS). They serve as spokespersons for all patients, ensure that patients’ rights are respected and promoted within the healthcare facility, and can assist you with your proceedings.

They have a duty of discretion, to respect patients’ privacy and personal space, and are bound by professional confidentiality.

An overview of the role of healthcare user representatives by “France Assos Santé”:
► Watch the video on YouTube

Contacts

The Ombudsman or the Hospital Director, 114 rue Edouard Vaillant,
94805 Villejuif Cedex
mediateur@gustaveroussy.fr
01 42 11 48 99

Patient
representativesRU@gustaveroussy.fr

Composition of the CDU

Chair: Dr. Françoise Rimareix, Medical Director

Vice Chair: Mr. François Rullier, Patient Representative

Ombudsmen

• Medical Ombudsman: Dr. Bernard Escudier, Medical Oncologist
• Alternate Medical Ombudsman: Dr. Frédéric Dhermain, Radiation Oncologist
• Non-Medical Ombudsman: Laurence Nicouleau, Healthcare Administrator

Patient Representatives

• François Rullier: Association for the Prevention, Information, and Study of Nosocomial Infections (Le Lien)
• Leïla Hamdaoui: Departmental Union of Family Associations (UDAF)
• Raimonda Roux: Right to Die with Dignity (ADMD)
• Catherine Vergely: ISIS Association

Other Members

• Dr. François Blot, Chair of the Ethics Committee
• Michèle Debaisieux, representative of the Chevilly Larue site
• Anne De Jesus, Patient Relations Coordinator
• Jane Khoury, Director of Quality
• Dr. Valérie Lapierre, Chair of the Institutional Medical Commission
• Marie-Claire Marty, Director of Nursing
• Nelly Verotte, Legal Director