Mélissa R.

• Strategic management of the Hospitality Label across 38 AP-HP hospitals, defining priorities and continuous improvement plans focused on patient experience.

• Transformation of the patient experience: improving reception, orientation, hotel comfort, and caregiver-patient relationships to enhance satisfaction and patient-centered culture.

• Structuring and updating the quality framework with 16 pathways (MCO, consultation, SMR, USLD, patient transport, etc.): criteria, evaluation pathways, weighting, and audit methodologies.

• On-site audits and Label visits: approximately 50 audits per year, gap analysis, and operational recommendations for each clinical department.

• Change management and network facilitation: recruitment, training, and support for Label visitors and hospitality representatives, mobilizing multidisciplinary teams.

• Indicator management and reporting: monitoring patient experience dashboards, producing consolidated reports, and presenting to governance bodies.

• Institutional communication: promoting the patient experience approach and coordinating internal communication actions. awareness

Contribution to the review and co-construction of legislative proposals to improve the care of patients with sickle cell disease, including interventions with deputies at the National Assembly.

Raising awareness about sickle cell disease on Instagram "Drepafight" (community development, interviews, podcasts, wellness event organization, etc.).

Participation in the development and drafting of a European charter for optimal transition from pediatric to adult care. Participation in working groups and workshops with the pharmaceutical company Vertex: strengthening disease recognition and amplifying impact with expert patients at the core of the approach: Vertex facilitates exchanges and supports the group by providing expertise in communication and public affairs.

Review and simplification of scientific publications to demystify medical jargon and make information accessible to patients.

Raising awareness about invisible disabilities among various institutions, particularly nursing schools and associations, to promote understanding and inclusion.

Conducting patient education workshops to support and train patients in managing their health journey.

- Creation of awareness content on health, well-being, and patient engagement.

- Facilitation and development of a social media community.

- Participation in prevention and information campaigns for the general public.

- Collaboration with healthcare stakeholders, associations, and companies.

- Representing the patient voice at health events and projects.

- Promoting patient empowerment and holistic health management

- Lead studies and surveys necessary for understanding the territory, market, and ridership (passenger flow, ticketing analysis, fraud, validation, security).

- Take charge of designing and disseminating passenger information (brochures, schedules, bus stop timetables, web pages, etc.).

- Manage passenger information related to works and diversions in coordination with operations, in compliance with contractual obligations.

- Control the conformity of the contractual offer with the bus network deployment (number of trips, routes, schedules, travel times, etc.).

- Ensure the perfect dissemination of passenger information on traditional and digital media.

- Update the Transdev IDF website and other online platforms.

- Manage social networks (Twitter and IDFM website), design visuals as needed by the department.

- Manage the Twitter social network @Envol_IDFM