THE Clinic of the University of Navarra is moving towards more person-centred care with the creation of the Patient Experience Space (PES)This project, promoted by the hospital’s board of directors, responds to the need for centralize information provided by patients on their care pathway ─coming from multiple channels and platforms─ to ensure a coordinated, efficient and tailored response to your needs.
“This initiative encompasses the whole patient care pathwayfrom his first contact with the Clinic until his return home, and to all the professionals who interact with him, also remotely,” he explains. Carmen Rumeuproject promoter and corporate director of Nursing at the Clinic. To this end, four lines of work have been established, including global data management, patient participation in improvement processes, professional engagement and the development of actions aimed at specific patient populations.
Elena Osácar, nurse of the sectoremphasizes that “the objective is to obtain as accurate a view as possible of the patient experiencewhich allows us to develop sustainable improvement actions over the long term and to measure their real impact with the tools at our disposal.
In addition to the Patient care area and other media open to the public, the project integrates a digital platform that offers a detailed view of the patient’s journey through the different areas of the Clinic. This system also offers the possibility to evaluate specific departments and processes and compare them with a database of 45,000 hospitals internationally.
“THE new technologies They represent an excellent opportunity to improve the personalization of care and patient satisfaction. Thanks to the capabilities of this tool and the commitment of our professionals, the Clinic received the international award Guardian of Excellence, in the field of hospitalization, in three consecutive editions since 2021. Maintaining such a level of satisfaction in the context of hospitalization, where the patient is more vulnerable and the interaction with the different services and professionals is extremely significant. Our goal is to achieve the same degree of excellence in the other areas of care where the measurements are carried out: consultations, outpatient operating room, emergency and day hospital,” explains Carmen Rumeu.
“THE Clinic of the University of Navarra it’s a hospital appreciated for the centrality of the patient in its modelbut there is always room for improvement. The start of the AEP will place us in a scenario of continuous progress in all areas of care”, underlines Rumeu, who values the participation of patients, because “every time they respond to a survey or make a suggestion, it is a gift on our journey towards excellence in clinical care.” Soon, as part of a specific project of the Space, patients will also be able to nominate employees, of any profile, for recognition of their humanized and person-centered care.
The AEP aims to increase patient participation in make decisions related to your care. An example of this is the discussion group which have been carried out with clinical and administrative staff and patients to improve the process of information prior to surgical admission or work carried out for increase confidentiality in the monitoring of gynecology consultations. According to Elena Osácar, these initiatives will ensure that the Clinic’s professionals continue to improve care “to specific populations that, for reasons of culture, age or the type of care they need, require a special commitment from the entire hospital.”
