{"id":51,"date":"2022-04-19T09:15:06","date_gmt":"2022-04-19T09:15:06","guid":{"rendered":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/?page_id=51"},"modified":"2023-06-06T12:58:05","modified_gmt":"2023-06-06T12:58:05","slug":"qualite-de-service","status":"publish","type":"page","link":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/","title":{"rendered":"Qualit\u00e9 de service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"51\" class=\"elementor elementor-51\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c1a9c16 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c1a9c16\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-01cc2eb\" data-id=\"01cc2eb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b66d2a6 elementor-widget elementor-widget-image\" data-id=\"b66d2a6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/banniere-qualite-de-service.png\" title=\"banniere-qualit\u00e9-de-service\" alt=\"banniere-qualit\u00e9-de-service\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-58630ac0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"58630ac0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-60e642cc\" data-id=\"60e642cc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1163a85 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1163a85\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-45cb3d5\" data-id=\"45cb3d5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-754b335 elementor-widget elementor-widget-heading\" data-id=\"754b335\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_83 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<label for=\"ez-toc-cssicon-toggle-item-6a0746288fb23\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999999;color:#999999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999999;color:#999999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a0746288fb23\"  aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Nouvelles_modalites_daccueil\" >Nouvelles modalit\u00e9s d'accueil<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Le_telephone_et_les_courriels_tres_sollicites_depuis_la_crise\" >Le t\u00e9l\u00e9phone et les courriels tr\u00e8s sollicit\u00e9s depuis la crise<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Les_enquetes_de_satisfaction\" >Les enqu\u00eates de satisfaction<\/a><ul class='ez-toc-list-level-5' ><li class='ez-toc-heading-level-5'><ul class='ez-toc-list-level-5' ><li class='ez-toc-heading-level-5'><ul class='ez-toc-list-level-5' ><li class='ez-toc-heading-level-5'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Satisfaction_des_assures\" >Satisfaction\u00a0 des assur\u00e9s\u00a0:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-5'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Satisfaction_des_professionnels_de_sante\" >Satisfaction des professionnels de sant\u00e9 :<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-5'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Satisfaction_des_employeurs\" >Satisfaction des employeurs\u00a0:<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#La_mediation\" >La m\u00e9diation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/qualite-de-service\/#Linclusion_numerique\" >L'inclusion num\u00e9rique<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Nouvelles_modalites_daccueil\"><\/span>Nouvelles modalit\u00e9s d'accueil<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-47ab9a9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"47ab9a9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8348a6c\" data-id=\"8348a6c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b3f7b3d elementor-widget elementor-widget-text-editor\" data-id=\"b3f7b3d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>De nouvelles modalit\u00e9s d\u2019accueil sont mises en place, depuis novembre 2022, avec la cr\u00e9ation d\u2019ateliers flash ameli.<\/p><p><strong>L\u2019espace libre-service<\/strong> est accessible en toute autonomie tous les jours de 8h30 \u00e0 16h30. Le matin, l\u2019assur\u00e9 est dirig\u00e9 en fonction de son autonomie avec le num\u00e9rique. Si l\u2019assur\u00e9 est autonome\u00a0: orientation sur les ordinateurs en acc\u00e8s libre service.<\/p><p>Si l\u2019assur\u00e9 dispose d\u2019une adresse mail\u00a0: orientation vers une s\u00e9ance d\u2019accompagnement num\u00e9rique, <strong>atelier flash ameli<\/strong> qui dure 30 minutes. Cet atelier est collectif (6 \u00e0 8 assur\u00e9s) et permet une d\u00e9monstration des principales fonctionnalit\u00e9s du compte ameli : comment trouver la r\u00e9glementation, trouver un formulaire, nous \u00e9crire, prendre un rendez-vous, les notifications et la mise \u00e0 jour des coordonn\u00e9es. L\u2019assur\u00e9 obtiendra son code de connexion et sera sensibilis\u00e9 sur la n\u00e9cessit\u00e9 de conserver ce code pour de prochaines connexions et pour utiliser le compte ameli. Un flyer est remis aux assur\u00e9s \u00e0 la fin de cet atelier.<\/p><p>Pour les assur\u00e9s plus \u00e9loign\u00e9s du num\u00e9rique, il leur est propos\u00e9 de prendre un <strong>rendez-vous<\/strong> pour r\u00e9pondre \u00e0 leur demande. Si l\u2019assur\u00e9 souhaite d\u00e9velopper ses connaissances sur le num\u00e9rique, l\u2019orienteur lui proposera \u00e9galement un rendez-vous sous forme d\u2019<strong>atelier num\u00e9rique<\/strong> d\u2019une dur\u00e9e de 2 heures ou l\u2019orientera vers le service mission accompagnement sant\u00e9 pour une orientation vers une association.<\/p><p>Pour les demandes urgentes\u00a0: un <strong>box d\u2019urgence<\/strong> est toujours accessible.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-0897ca0\" data-id=\"0897ca0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ed2ee26 elementor-widget elementor-widget-image\" data-id=\"ed2ee26\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"443\" height=\"318\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/accueil-besancon.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-1926\" alt=\"\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/accueil-besancon.png 443w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/accueil-besancon-300x215.png 300w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/accueil-besancon-120x85.png 120w\" sizes=\"auto, (max-width: 443px) 100vw, 443px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-813b624 elementor-widget elementor-widget-spacer\" data-id=\"813b624\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-column .elementor-spacer-inner{height:var(--spacer-size)}.e-con{--container-widget-width:100%}.e-con-inner>.elementor-widget-spacer,.e-con>.elementor-widget-spacer{width:var(--container-widget-width,var(--spacer-size));--align-self:var(--container-widget-align-self,initial);--flex-shrink:0}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container,.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer,.e-con>.elementor-widget-spacer>.elementor-widget-container,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer{height:100%}.e-con-inner>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner,.e-con>.elementor-widget-spacer>.elementor-widget-container>.elementor-spacer>.elementor-spacer-inner{height:var(--container-widget-height,var(--spacer-size))}<\/style>\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4f59d6 elementor-widget elementor-widget-image\" data-id=\"a4f59d6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"281\" height=\"351\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/franceservices.png\" class=\"attachment-large size-large wp-image-2345\" alt=\"\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/franceservices.png 281w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/franceservices-240x300.png 240w\" sizes=\"auto, (max-width: 281px) 100vw, 281px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-a913090 elementor-widget elementor-widget-text-editor\" data-id=\"a913090\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>D\u2019autre part la CPAM du Doubs a d\u00e9velopp\u00e9 un <strong>partenariat avec les 28 France Services<\/strong> du d\u00e9partement. Depuis novembre 2022, une r\u00e9ponse rapide peut \u00eatre apport\u00e9e par t\u00e9l\u00e9phone. Des webinaires bimestriels sont r\u00e9alis\u00e9s et des immersions dans nos accueils propos\u00e9s.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-bc5b13c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"bc5b13c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b5b3f42\" data-id=\"b5b3f42\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e9ec9d7 elementor-widget elementor-widget-heading\" data-id=\"e9ec9d7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Le_telephone_et_les_courriels_tres_sollicites_depuis_la_crise\"><\/span>Le t\u00e9l\u00e9phone et les courriels tr\u00e8s sollicit\u00e9s depuis la crise<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b62b435 elementor-widget elementor-widget-spacer\" data-id=\"b62b435\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8137e7e elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"8137e7e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dc9669d\" data-id=\"dc9669d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5fd718b elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"5fd718b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-42f489d\" data-id=\"42f489d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-272b41d elementor-widget elementor-widget-text-editor\" data-id=\"272b41d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>La CPAM du Doubs g\u00e8re une plateforme de service t\u00e9l\u00e9phonique, \u00e0 l\u2019instar de 22 autres Cpam, avec une double activit\u00e9 mutualis\u00e9e : le t\u00e9l\u00e9phone pour les assur\u00e9s (36 46) du Doubs, du Territoire de Belfort et de la Haute-Sa\u00f4ne, et les courriels assur\u00e9s et professionnels de sant\u00e9 pour les 8 cpam de la r\u00e9gion Bourgogne Franche-Comt\u00e9 (sauf CPAM71 depuis le 01\/12\/2022). Elle est ouverte de 8h30 \u00e0 17h30 et s\u2019appuie sur de l\u2019entraide par la r\u00e9gion, le service Geade et les accueils physiques.<\/p><p>Pour les professionnels de sant\u00e9, (36 08) la gestion des appels est assur\u00e9e par la plateforme m\u00e9dico-administrative de la Cpam de l\u2019Allier et celle des employeurs (36 79) par la Cpam de Sa\u00f4ne et Loire.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0443086 elementor-widget elementor-widget-text-editor\" data-id=\"0443086\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Dans le Doubs \u00e0 la PFS, 24 salari\u00e9s prennent en charge les appels t\u00e9l\u00e9phoniques et 23 les courriels.<\/p><p>Ce sont au total 365 030 courriels re\u00e7us en 2022 (-29,7 %) et 506 296 appels (+73,14 %).<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-02c0ec6\" data-id=\"02c0ec6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3424384 elementor-widget elementor-widget-image\" data-id=\"3424384\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/AdobeStock_323653515-BD.jpg\" class=\"attachment-large size-large wp-image-2346\" alt=\"\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/AdobeStock_323653515-BD.jpg 1000w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/AdobeStock_323653515-BD-300x200.jpg 300w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/AdobeStock_323653515-BD-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-b2235da elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b2235da\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-25066ec\" data-id=\"25066ec\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3fd6f7e elementor-widget elementor-widget-shortcode\" data-id=\"3fd6f7e\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-shortcode\">\n<table id=\"tablepress-2\" class=\"tablepress tablepress-id-2\">\n<tbody class=\"row-hover\">\n<tr class=\"row-1 odd\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\"><\/td><td class=\"column-3\">2021<\/td><td class=\"column-4\">2022<\/td>\n<\/tr>\n<tr class=\"row-2 even\">\n\t<td class=\"column-1\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2022\/06\/satisfaction-assures.png\" alt=\"\" width=\"78\" height=\"65\" class=\"alignnone size-full wp-image-1567\" \/><\/td><td class=\"column-2\">Indice de satisfaction des assur\u00e9s<\/td><td class=\"column-3\">42,86%<\/td><td class=\"column-4\">82,19%<\/td>\n<\/tr>\n<tr class=\"row-3 odd\">\n\t<td class=\"column-1\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2022\/06\/satisfaction-ps.png\" alt=\"\" width=\"78\" height=\"65\" class=\"alignnone size-full wp-image-1569\" \/><\/td><td class=\"column-2\">Indice de satisfaction des PS<\/td><td class=\"column-3\">62,75%<\/td><td class=\"column-4\">87,18%<\/td>\n<\/tr>\n<tr class=\"row-4 even\">\n\t<td class=\"column-1\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2022\/06\/satisfaction-employeur.png\" alt=\"\" width=\"78\" height=\"65\" class=\"alignnone size-full wp-image-1568\" \/><\/td><td class=\"column-2\">Indice de satisfaction des employeurs<\/td><td class=\"column-3\">74,19%<\/td><td class=\"column-4\">87,2%<\/td>\n<\/tr>\n<tr class=\"row-5 odd\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">Taux de d\u00e9croch\u00e9s assur\u00e9s<\/td><td class=\"column-3\">65,25%<\/td><td class=\"column-4\">35%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-2 from cache --><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-67b9a01\" data-id=\"67b9a01\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-649dac1\" data-id=\"649dac1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7abdfe9 elementor-widget elementor-widget-shortcode\" data-id=\"7abdfe9\" data-element_type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-shortcode\">\n<table id=\"tablepress-3\" class=\"tablepress tablepress-id-3\">\n<tbody class=\"row-hover\">\n<tr class=\"row-1 odd\">\n\t<td class=\"column-1\"><\/td><td class=\"column-2\">2021<\/td><td class=\"column-3\">2022<\/td>\n<\/tr>\n<tr class=\"row-2 even\">\n\t<td class=\"column-1\">Taux de courriels trait\u00e9s dans les 48 heures en niveau 1 et 2<\/td><td class=\"column-2\">78,28%<\/td><td class=\"column-3\">82,6%<\/td>\n<\/tr>\n<tr class=\"row-3 odd\">\n\t<td class=\"column-1\">Taux de satisfaction assur\u00e9s sur la messagerie du compte ameli<\/td><td class=\"column-2\">64,26%<\/td><td class=\"column-3\">50,81%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-3 from cache --><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9f6256a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9f6256a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-fa136bc\" data-id=\"fa136bc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eacfdbd elementor-widget elementor-widget-heading\" data-id=\"eacfdbd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Les_enquetes_de_satisfaction\"><\/span>Les enqu\u00eates de satisfaction<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0e0c50a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0e0c50a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-6ab211b\" data-id=\"6ab211b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b7e55ec elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b7e55ec\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h5 style=\"text-align: left;\"><span class=\"ez-toc-section\" id=\"Satisfaction_des_assures\"><\/span>Satisfaction<strong>\u00a0 des assur\u00e9s\u00a0:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h5><p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-2347\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-assure-300x44.png\" alt=\"\" width=\"300\" height=\"44\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-assure-300x44.png 300w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-assure.png 397w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p><p style=\"text-align: left;\">2418 assur\u00e9s du Doubs sur 60 000 interrog\u00e9s se sont exprim\u00e9s et nous ont fait part de leur avis (1488 en 2021).<\/p><p style=\"text-align: left;\"><strong>Le r\u00e9sultat de la satisfaction globale 2022 de nos assur\u00e9s n\u2019est pas \u00e0 l\u2019objectif avec 79,7% pour un objectif de 90%. <\/strong><\/p><p style=\"text-align: left;\"><strong>Cette baisse de la satisfaction est nationale et nous classe malgr\u00e9 tout \u00e0 la 65<sup>\u00e8me<\/sup> place sur 107 caisses, soit une remont\u00e9e de 28 places dans le classement <\/strong>(95<sup>\u00e8me<\/sup> en 2021)<strong>.<\/strong><\/p><p style=\"text-align: left;\">L\u2019ensemble des items n\u2019atteignent ni l\u2019objectif ni le socle.<\/p><p style=\"text-align: left;\">Les revenus de remplacements obtiennent une satisfaction de 46,3 %\u00a0: les d\u00e9lais de remboursement et l\u2019exactitude de ceux-ci sont les deux points qui impactent la satisfaction de nos assur\u00e9s.<\/p><p style=\"text-align: left;\">Nos assur\u00e9s nous solliciteront et les volumes se ressentiront \u00e9galement dans la satisfaction des lignes t\u00e9l\u00e9phoniques (33,7 %) et des mails (48,9 %).<\/p><p style=\"text-align: left;\">Pour r\u00e9pondre \u00e0 ces sollicitations la CNAM mettra en place amelibot, un robot intuitif pour accompagner nos assur\u00e9s sur leur compte, qui ne r\u00e9pondra pas aux besoins de nos assur\u00e9s (23,7%).<\/p><p style=\"text-align: left;\">Le dernier trimestre 2022 enregistre une meilleure satisfaction globale de nos assur\u00e9s avec 81,5%.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-b77fc14\" data-id=\"b77fc14\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-8f50068 elementor-widget-tablet__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"8f50068\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h5 style=\"text-align: left;\"><span class=\"ez-toc-section\" id=\"Satisfaction_des_professionnels_de_sante\"><\/span>Satisfaction des professionnels de sant\u00e9 :<span class=\"ez-toc-section-end\"><\/span><\/h5><p style=\"text-align: left;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-2349\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-ps-300x45.png\" alt=\"\" width=\"300\" height=\"45\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-ps-300x45.png 300w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-ps.png 383w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p><p style=\"text-align: left;\">Le r\u00e9sultat de la satisfaction de nos professionnels de sant\u00e9 est en hausse et atteint l\u2019objectif avec 89,2% (objectif : 87%) . <strong>Au niveau national l\u2019objectif n\u2019est pas atteint avec un r\u00e9sultat \u00e0 82,5%. <br \/><\/strong><\/p><p style=\"text-align: left;\"><strong>\u00a0<\/strong><\/p><p style=\"text-align: left;\"><strong>Ce r\u00e9sultat nous fait passer de la 47<sup>\u00e8me<\/sup> place \u00e0 la 12<sup>\u00e8me<\/sup> place au classement national.<\/strong><\/p><p style=\"text-align: left;\">Le fonctionnement du tiers-payant (+ 8 points), les r\u00e9ponses aux traitement des rejets (+13 points) et les \u00e9changes avec le service m\u00e9dical (+25 points) connaissent une augmentation de la satisfaction par rapport \u00e0 2021.<\/p><p style=\"text-align: left;\">Par contre les \u00e9changes co-fraternels (-12 points), les \u00e9changes DAM (-16 points) et les e-mails (-40 points) notent des baisses de satisfaction.<\/p><p style=\"text-align: left;\">L\u2019ensemble des items \u00e9valu\u00e9s est en baisse au niveau national.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-a9c6dc1\" data-id=\"a9c6dc1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-14df4fe elementor-widget elementor-widget-text-editor\" data-id=\"14df4fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h5 style=\"text-align: left;\"><span class=\"ez-toc-section\" id=\"Satisfaction_des_employeurs\"><\/span><strong>Satisfaction des employeurs\u00a0:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h5><h5><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-2348\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-emp-300x47.png\" alt=\"\" width=\"300\" height=\"47\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-emp-300x47.png 300w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/satis-emp.png 394w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/h5><p style=\"text-align: left;\">Le barom\u00e8tre est toujours en format papier et est adress\u00e9 mensuellement aux employeurs. Sur 3099 employeurs interrog\u00e9s, 230 (7 %) se sont exprim\u00e9s en 2022 pour une satisfaction de 77,8%.<\/p><p style=\"text-align: left;\">Le socle est atteint mais notre r\u00e9sultat a chut\u00e9 de 9,4 points.<\/p><p style=\"text-align: left;\">Les employeurs sont satisfaits \u00e0 hauteur de 100% pour le courrier et pour le risque Pro, de 92,5% pour le traitement de la derni\u00e8re d\u00e9claration AT\/MP.<\/p><p style=\"text-align: left;\">Par contre ils ne sont que 66,7% pour le contact avec un gestionnaire (- 33 points) et 34,1% pour les appels (- 40,1 points).<\/p><p style=\"text-align: left;\">L\u2019ensemble des items est en baisse au niveau national.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e12898b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e12898b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5de1b76\" data-id=\"5de1b76\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-660b6c8 elementor-widget elementor-widget-spacer\" data-id=\"660b6c8\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ec91838 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ec91838\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1479098\" data-id=\"1479098\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d7cb43 elementor-widget elementor-widget-heading\" data-id=\"5d7cb43\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"La_mediation\"><\/span>La m\u00e9diation<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9665925 elementor-widget elementor-widget-spacer\" data-id=\"9665925\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-573ce11 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"573ce11\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-f1c311b\" data-id=\"f1c311b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a189c92 elementor-widget elementor-widget-image\" data-id=\"a189c92\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"429\" height=\"197\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/mediation.png\" class=\"attachment-large size-large wp-image-2231\" alt=\"\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/mediation.png 429w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/06\/mediation-300x138.png 300w\" sizes=\"auto, (max-width: 429px) 100vw, 429px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-676c6cf\" data-id=\"676c6cf\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b060e72 elementor-widget elementor-widget-text-editor\" data-id=\"b060e72\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>L\u2019ann\u00e9e 2022 confirme la hausse du nombre de saisines re\u00e7ues en m\u00e9diation constat\u00e9e au cours des ann\u00e9es pr\u00e9c\u00e9dentes, avec une augmentation de 25% par rapport \u00e0 l\u2019ann\u00e9e 2021, soit 1836 saisines trait\u00e9es pour l\u2019ann\u00e9e. Dans un contexte encore marqu\u00e9 par la crise sanitaire, les saisines \u00e9taient en grande majorit\u00e9 li\u00e9es au versement d\u2019indemnit\u00e9s journali\u00e8res, en raison, notamment, du volume important d\u2019arr\u00eats de travail r\u00e9ceptionn\u00e9s.<br \/>Au cours de l\u2019\u00e9t\u00e9, la m\u00e9diation a \u00e9t\u00e9 pr\u00e9sent\u00e9e aux diff\u00e9rents services de la CPAM sous forme d\u2019un webinaire. La pr\u00e9sentation de la m\u00e9diation, et de son r\u00f4le, \u00e0 l\u2019ensemble des services de la CPAM nous permet d\u2019\u00eatre mieux identifi\u00e9 et de pouvoir ainsi \u00eatre destinataire des dossiers n\u00e9cessitant une gestion attentionn\u00e9e.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6c5c2a6 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6c5c2a6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1538b48\" data-id=\"1538b48\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d01d85d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"d01d85d\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.12.1 - 02-04-2023 *\/\n.elementor-widget-divider{--divider-border-style:none;--divider-border-width:1px;--divider-color:#0c0d0e;--divider-icon-size:20px;--divider-element-spacing:10px;--divider-pattern-height:24px;--divider-pattern-size:20px;--divider-pattern-url:none;--divider-pattern-repeat:repeat-x}.elementor-widget-divider .elementor-divider{display:flex}.elementor-widget-divider .elementor-divider__text{font-size:15px;line-height:1;max-width:95%}.elementor-widget-divider .elementor-divider__element{margin:0 var(--divider-element-spacing);flex-shrink:0}.elementor-widget-divider .elementor-icon{font-size:var(--divider-icon-size)}.elementor-widget-divider .elementor-divider-separator{display:flex;margin:0;direction:ltr}.elementor-widget-divider--view-line_icon .elementor-divider-separator,.elementor-widget-divider--view-line_text .elementor-divider-separator{align-items:center}.elementor-widget-divider--view-line_icon .elementor-divider-separator:after,.elementor-widget-divider--view-line_icon .elementor-divider-separator:before,.elementor-widget-divider--view-line_text .elementor-divider-separator:after,.elementor-widget-divider--view-line_text .elementor-divider-separator:before{display:block;content:\"\";border-bottom:0;flex-grow:1;border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--element-align-left .elementor-divider .elementor-divider-separator>.elementor-divider__svg:first-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-left .elementor-divider-separator:before{content:none}.elementor-widget-divider--element-align-left .elementor-divider__element{margin-left:0}.elementor-widget-divider--element-align-right .elementor-divider .elementor-divider-separator>.elementor-divider__svg:last-of-type{flex-grow:0;flex-shrink:100}.elementor-widget-divider--element-align-right .elementor-divider-separator:after{content:none}.elementor-widget-divider--element-align-right .elementor-divider__element{margin-right:0}.elementor-widget-divider:not(.elementor-widget-divider--view-line_text):not(.elementor-widget-divider--view-line_icon) .elementor-divider-separator{border-top:var(--divider-border-width) var(--divider-border-style) var(--divider-color)}.elementor-widget-divider--separator-type-pattern{--divider-border-style:none}.elementor-widget-divider--separator-type-pattern.elementor-widget-divider--view-line .elementor-divider-separator,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:after,.elementor-widget-divider--separator-type-pattern:not(.elementor-widget-divider--view-line) .elementor-divider-separator:before,.elementor-widget-divider--separator-type-pattern:not([class*=elementor-widget-divider--view]) .elementor-divider-separator{width:100%;min-height:var(--divider-pattern-height);-webkit-mask-size:var(--divider-pattern-size) 100%;mask-size:var(--divider-pattern-size) 100%;-webkit-mask-repeat:var(--divider-pattern-repeat);mask-repeat:var(--divider-pattern-repeat);background-color:var(--divider-color);-webkit-mask-image:var(--divider-pattern-url);mask-image:var(--divider-pattern-url)}.elementor-widget-divider--no-spacing{--divider-pattern-size:auto}.elementor-widget-divider--bg-round{--divider-pattern-repeat:round}.rtl .elementor-widget-divider .elementor-divider__text{direction:rtl}.e-con-inner>.elementor-widget-divider,.e-con>.elementor-widget-divider{width:var(--container-widget-width,100%);--flex-grow:var(--container-widget-flex-grow)}<\/style>\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b178748 elementor-widget elementor-widget-heading\" data-id=\"b178748\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><span class=\"ez-toc-section\" id=\"Linclusion_numerique\"><\/span>L'inclusion num\u00e9rique<span class=\"ez-toc-section-end\"><\/span><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59f6748 elementor-widget elementor-widget-spacer\" data-id=\"59f6748\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e0f7a72 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e0f7a72\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e85ab55\" data-id=\"e85ab55\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-17dded9 elementor-widget elementor-widget-text-editor\" data-id=\"17dded9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>9 fran\u00e7ais sur 10 ont une connexion internet, mais de nouvelles in\u00e9galit\u00e9s apparaissent entre ceux qui ma\u00eetrisent ces usages et ceux qui en sont exclus. Pour r\u00e9pondre \u00e0 cet enjeu et lever les freins \u00e0 l\u2019utilisation des services administratifs en ligne et garantir l\u2019acc\u00e8s aux droits \u00e0 tous les citoyens, l\u2019Assurance maladie a mis en place en 2021 une d\u00e9marche d\u2019<b>inclusion num\u00e9rique.<\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ed5f342 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ed5f342\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-63c6431\" data-id=\"63c6431\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b39d9ba elementor-widget elementor-widget-text-editor\" data-id=\"b39d9ba\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Depuis f\u00e9vrier 2022 les 3 sites de la CPAM du Doubs proposent des ateliers num\u00e9riques les 2<sup>\u00e8me<\/sup> mardis de chaque mois de 9h \u00e0 11h pour permettre \u00e0 nos assur\u00e9s de d\u00e9couvrir ou re-d\u00e9couvrir les t\u00e9l\u00e9services du compte ameli et de les accompagner dans leurs d\u00e9marches en toute autonomie.<\/strong><\/p><p>Ce sont au total 9 ateliers \u00e0 Besan\u00e7on, 7 \u00e0 Montb\u00e9liard et 4 \u00e0 Pontarlier ayant accueilli 102 assur\u00e9s (dont 30 agents).<\/p><p>Une premi\u00e8re \u00e9tude sur les assur\u00e9s accueillis en atelier site de Besan\u00e7on montre que 80% d\u2019entre eux se sont connect\u00e9s \u00e0 leur compte ameli apr\u00e8s leur participation \u00e0 l\u2019atelier et que 82% ont r\u00e9alis\u00e9 une d\u00e9marche en ligne (TOP 3\u00a0: relev\u00e9 indemnit\u00e9s journali\u00e8res, attestations droits, d\u00e9lais de traitement).<\/p><p>Les accueils ont, en compl\u00e9mentarit\u00e9, mis en place des ateliers num\u00e9riques flash les matins pour accompagner nos assur\u00e9s dans les espaces de libre-service.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-277f396\" data-id=\"277f396\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-457f6ed elementor-widget elementor-widget-image\" data-id=\"457f6ed\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"633\" height=\"787\" src=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/ateliers-numerique.png\" class=\"attachment-large size-large wp-image-1826\" alt=\"\" srcset=\"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/ateliers-numerique.png 633w, https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-content\/uploads\/2023\/05\/ateliers-numerique-241x300.png 241w\" sizes=\"auto, (max-width: 633px) 100vw, 633px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Nouvelles modalit\u00e9s d&rsquo;accueil De nouvelles modalit\u00e9s d\u2019accueil sont mises en place, depuis novembre 2022, avec la cr\u00e9ation d\u2019ateliers flash ameli. L\u2019espace libre-service est accessible en &hellip; <\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-51","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/pages\/51","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/comments?post=51"}],"version-history":[{"count":138,"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/pages\/51\/revisions"}],"predecessor-version":[{"id":2352,"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/pages\/51\/revisions\/2352"}],"wp:attachment":[{"href":"https:\/\/extranet.infocpam.fr\/rapportannuel-cpam25-2022\/wp-json\/wp\/v2\/media?parent=51"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}