SPX Talks: Continuous improvement of the Patient Experience in outpatient departments
Watch the replay of our SPX Talk in Spanish on 9 April 2025 with Anna Sant and Mamen Galindo, from the patient and family care department of the Fundación Asistencial Mútua Terrassa presenting the project for Continuous Improvement of the Patient Experience in Outpatient Departments, framed in the Strategic Plan for Patient and Family Care (2024-27). The session was moderated by Patricia Ripoll, patient and president of Fundación Visible.
The project involved 18 patients and more than 25 professionals in Onco-Hematology and Traumatology, using interviews, focus groups, shadowing and co-creation workshops. Thirty-two improvement initiatives were designed in five key areas, with 10 already implemented and the rest in progress.
Anna Sant is a specialist in Patient Experience and in improving the experience of patients and professionals in the public and private healthcare sector. She has led the Patient Experience and Evaluation Unit of the Catalan Health Service and was a founding partner of Lacocomedic, a consultancy firm specialising in patient-centred change projects. She defends empathic communication as the key to safety and clinical outcomes, and is committed to a strategic and operational approach that guarantees a real impact on healthcare management.
Mamen Galindo holds a degree in Sociology and a diploma in Social Work. She holds a Master’s degree in Bioethics and Law, a Master’s degree in Humanisation of Health Care and a postgraduate degree in Socio-family Care in the health sector. Since 2002 she has worked at the Fundació Assistencial Mútua Terrassa (Emergency, Mental Health and Patient and Family Care Services). Since 2019 she has been responsible for Patient and Family Care at the Fundació Assistencial Mútua Terrassa. She is a member of the Healthcare Ethics Committee, the Ethics Committee for Research with Medicines and the Humanisation and Patient Experience Committee of the organisation.
SPX Talks: Wednesdays for Patient Experience
The SPX Talks are short, free, online discussions with a key player in the field of patient experience, enabling you to find out more and exchange views on a range of subjects. Check out the schedule of upcoming guests on the SPX Talks page!
