Program
A key concern across all models of care
The need to manage healthcare spending has led to reducing hospital stays and promoting services such as convalescence, rehabilitation, home care, and the integration of health and social services. At the same time, outpatient services have grown exponentially, taking on functions that were previously limited to the hospital environment. Mental health, historically treated separately from somatic care, now poses significant challenges that require new approaches. Additionally, the digital transformation has accelerated the development of non-presential care models, especially after the COVID-19 pandemic. Integrating patient experience across all these models is essential to ensure comprehensive and patient-centered care.
Discover the program of activities of the 6th SPX International Colloquium including plenary & communication sessions, workshops and networking.
Agenda
6 – 7 – 8 October 2025
Pre-Colloquium Day at Rehazenter
Satellite activites
| 9:30H – 10H | Reception and accreditation at Rehazenter Center |
| 10H – 11H | Institutional Welcome Rehazenter & Patient Experience Dr Schütz, Directeur général Room: Auditorium Gérard Grenot |
| 11:15H – 13H | Start of all workshops in different rooms Comprendre et utiliser les PREMs dans son établissement Collect, analyze, and share patient experience data using evidence-based methods Listening to Innovate: Participatory Research and PX in the Transformation of Value in Healthcare |
| 13H – 14H | Lunch break in Hospital’s Restaurant |
| 14H- 17H | Continuation of workshops in different rooms Comprendre et utiliser les PREMs dans son établissement Collect, analyze, and share patient experience data using evidence-based methods Listening to Innovate: Participatory Research and PX in the Transformation of Value in Healthcare |
| 18H – 20H | Welcome cocktail at Rehazenter |
| 20H | Closing networking |
Pre-Colloquium Day at Robert Schuman Hospitals (Kirchberg Hospital)
Satellite activites
| 9:30H – 10H | Reception and accreditation at Kirchberg Hospital |
| 10H – 11H | Institutional Welcome Robert Schuman Hospitals & Patient Experience Dr Marc Berna, Directeur général Room: Auditorium |
| 11:15H – 13H | Start of all workshops in different rooms La participation des patients dans l’organisation et gestion des parcours des soins La considération vécue en symétrie, comme clé d’expériences patient et soignant réussies Leveraging the unspoken patient experience through design thinking and ethnography |
| 13H – 14H | Lunch break in front of each classroom |
| 14H- 17H | Continuation of workshops in different rooms La participation des patients dans l’organisation et gestion des parcours des soins La considération vécue en symétrie, comme clé d’expériences patient et soignant réussies Leveraging the unspoken patient experience through design thinking and ethnography |
| 17:45H – 18H | Short walk to Rehazenter |
| 18H – 20H | Welcome cocktail at Rehazenter |
| 20H | Closing networking |
Colloquium – SPX at Healthcare Week Luxembourg (HWL)
At Luxexpo The Box
Reminder: Your SPX badge also gives you access to HWL.
Master of ceremony in Main Auditorium: Christophe Rosso, COO Swisscoding Technologies
| 9H – 9:30H | Reception and accreditation |
| 9:30H – 9:45H | Institutional Welcome Room: Auditorium SIGMA (simultaneous translation available) |
| 9:45H – 10:30H | Reflections on how patients can drive a needed cultural change to digital and sustainable healthcare Keynote speaker: Ana Rita Londral, Director at Value For Health CoLAB; Assistant Professor at Universidade Nova de Lisboa, Portugal Room: Auditorium SIGMA (simultaneous translation available) |
| 10:30H – 12H | Plenary Session – The patient perspective in the Governance of institutions With Patricia Ripoll (Patient and Founder of Fundación Visible, SPAIN), President of this session: Rui Patricio (University of Aveiro, PORTUGAL) Room: Auditorium SIGMA (simultaneous translation available) |
| 12:15 H- 13:15H | Sessions of scientific communications
|
| 13:15H – 14:15H | HWL Tour & Lunch break |
| 14:15H – 15:45H | Plenary Session – Patient Experience at home: integrating PX into domiciliary care With Olivier Perrier-Gros-Claude (Director of Operations – IMAD, SWITZERLAND), Antònia Raich (Fundació Althaia Manresa, SPAIN), Yann González (Consultant Physician and Head of Department, Hôpital à Domicile des Alpes du Sud, FRANCE), Alexandra Martínez Roca (Hematologist, Hospital Clínic Barcelona, SPAIN) President of this session: Valérie Mégevand (Deputy Director / Strategic Projects Department – IMAD, SWITZERLAND) Room: Auditorium SIGMA (simultaneous translation available) |
| 16H – 17H | Sessions of scientific communications:
|
| 17H – 17:15H | Closing HWL |
Colloquium – SPX at Healthcare Week Luxembourg (HWL)
At Luxexpo The Box
Reminder: Your SPX badge also gives you access to HWL.
Master of ceremony in Main Auditorium: Valérie Megevand, Deputy Director / Strategic Projects Department – IMAD & SPX Board of Directors
| 9H – 9:30H | Reception and accreditation |
| 9:30H – 9:45H | Welcome from Ms Shirley Feider, CAPAT President, and Room: Auditorium SIGMA (simultaneous translation available) |
| 9:45H – 10:30H | Re-inventing care thanks to those who complain about it Keynote speaker: Prof. Béatrice Schaad,Director of the Centre for Patient, Family and Professional Experience; Tenured Professor of Hospital Relations (CHUV/UNIL/FBM/IHM General Management), Switzerland Room: Auditorium SIGMA (simultaneous translation available) |
| 10:30H – 12H | Plenary Session – The culture of Patient Experience With Jean-Jacques Gressier (CEO – Académie du Service, FRANCE), President of this session: Daniel Ritter (Better World, FRANCE) Room: Auditorium SIGMA (simultaneous translation available) |
| 12:15 H- 13:15H | Sessions of scientific communications
|
| 13:15H – 14:15H | HWL Tour & Lunch break |
| 14:15H – 15:45H | Plenary Session – Patient Experience: an opportunity to strengthen Professionalism With Valérie Moulins (Director of Communication and Patient Experience – Hôpital Foch, FRANCE), Marc Berna (CEO – Hôpitaux Robert Schuman, LUXEMBOURG) & Yannick Neybuch (Medical Director / Head of Division Coordination – CHC Groupe Santé, BELGIUM) President of this session: Frédéric Addor (Swisscoding, SWITZERLAND) |
| 16H – 17H | Sessions of scientific communications:
|
| 17H – 18H | Closing HWL |
Choose your event formula
Three days of insight, innovation & collaboration in PX
Program
Program of activities
Discover the details of all the activities scheduled on 6, 7 and 8 October.
6 October 2025
Location: Rehazenter
1 Rue André Vésale, 2674 Neudorf-Weimershof Luxembourg
9:30 – 10:00 AM: Accreditation at Rehazenter
10:00 – 11:00 AM: Patient Experience at Rehazenter
– Part 1: The ‘Rehazenter’: where the road to rehabilitation begins
– Part 2: Bringing the patient experience to life: initiatives and projects
– Part 3: Q&A session
With Dr Gaston Schütz , General Director and Elsa Do Carmo, Director of Nursing
Auditoire Gérard Grenot
11:15 AM: Start of all workshops in different rooms (1:45H)
– Comprendre et utiliser les PREMs dans son établissement | Auditoire Gérard Grenot
– Collect, analyze, and share patient experience data using evidence-based methods | Room Jean-André Venel
– Collect, analyze, and share patient experience data using evidence-based methods | Room André Latarjet
1:00 PM: Lunch break
2:00 – 5:00 PM: Workshops – second part (3H)
– Comprendre et utiliser les PREMs dans son établissement | Auditoire Gérard Grenot
– Collect, analyze, and share patient experience data using evidence-based methods | Room Jean-André Venel
– Collect, analyze, and share patient experience data using evidence-based methods | Room André Latarjet
5:00 – 6:00 PM: Break
6:00 – 8:00 PM: Networking cocktail at Rehazenter
Comprendre et utiliser les PREMs dans son établissement
Atelier en français avec So Yung Straga et Eduard Portella
6 octobre / 11H15 – 17H00 | Auditoire Gérard Grenot
Les PREMs (Patient-Reported Experience Measures) permettent de recueillir l’expérience vécue par les patients lors de leur prise en charge, indépendamment de l’issue clinique. Ce cours de 5 heures vise à donner aux participants les compétences nécessaires pour identifier les PREMs existants, les différencier des PROMs (Patient-Reported Outcome Measures), et les utiliser dans une dynamique d’amélioration continue dans l’accompagnement des patients et proches de leur établissement.
La formation inclura une partie théorique (définitions, enjeux, typologies), une exploration guidée des PREMs génériques et spécifiques, ainsi que des ateliers pratiques centrés sur leur utilisation concrète au sein d’un établissement de santé.
Les participants apprendront à sélectionner les PREMs les plus adaptés à leur contexte institutionnel, à les intégrer dans des démarches d’amélioration de l’accompagnement des soins, et à interpréter les résultats pour générer des actions concrètes.
Réalisation d’un exercice dans le domaine de la convalescence ou réhabilitation.
Ce module s’adresse aux professionnels de santé et toute personne impliquée dans la mesure de l’expérience patient.
Objectifs :
– Identifier et différencier PREMs et PROMs
– Rechercher des PREMs génériques et spécifiques adaptés à une situation donnée
– Intégrer les PREMs dans une démarche institutionnelle
– Analyser et exploiter les résultats pour améliorer l’expérience patient
– Inclure la mesure dans les tableaux de bord institutionnels
Intervenants :
So Yung Straga, Présidente SPX asbl
Eduard Portella, Consultant international
Collect, analyze, and share patient experience data using evidence-based methods
Workshop in English with Guillaume Rousson
6 October / 11H15 – 17H00 | Room Jean-André Venel
Let’s build an evidence-based patient experience approach together! In this interactive workshop, we’ll explore the three key steps to move from measurement to action: collect, analyze, and share.
I’ll gather and present the scientific evidence behind each step, and together we’ll organize this knowledge to answer three essential questions:
1) What do we know—and what do we not yet know—about patient experience practices?
2) How can we apply this knowledge to daily practice and organizational strategies?
3) How to develop your own evidence-based patient experience approach?
If you want to go beyond preconceived ideas about patient experience, this workshop is for you!
Objectives:
1) Understand what is currently known (and unknown) about patient experience practices
2) Learn how to adapt these insights to your specific context
3) Gain tools to design a research project rooted in scientific evidence
Instructor:
Guillaume Rousson holds a double master’s degree in physiotherapy and health policy and earned his VBHC Green Belt international certification in 2023. He is co-founder and CEO of EntendsMoi, a French startup specializing in patient experience data collection and analysis, particularly using AI-driven natural language processing. This innovative approach is central to his doctoral research in management science at the Magellan Laboratory, iaelyon School of Management, and the “Valeurs du soin” research chair (Jean Moulin University Lyon 3).
Deeply engaged in the healthcare community, Guillaume serves on the board of Shared Patient Experience and is Secretary General of La Fabrique des Soignants, the first media outlet by and for healthcare professionals in France. He also continues his clinical work in physiotherapy. After working in multidisciplinary health centers, he now works as a physiotherapist-prevention specialist at Axomove, contributing to the fight against musculoskeletal disorders in the workplace.
Who is this workshop for?
• Healthcare professionals
• Quality and safety professionals
• Patient experts / partners / user representatives
• Researchers
• Healthcare managers and executives
• Consultants
Listening to Innovate: Participatory Research and PX in the Transformation of Value in Healthcare
Workshop in English with Anne-Sophie Gresle
6 October / 11H15 – 17H00 | Room André Latarjet
This workshop explores the intersection of Value-Based Health Care (VBHC), patient experience (PX), and participatory research as a transformative approach to healthcare innovation. Traditional top-down methods often overlook the nuanced realities of patients and healthcare professionals. By centering the voices of those directly impacted—patients, caregivers, clinicians, and community members—this workshop demonstrates how participatory research can reveal unmet needs, inspire meaningful solutions, and drive sustainable value creation in healthcare systems.
Participants will engage in interactive discussions and hands-on exercises to understand how PX data, qualitative insights, and co-creation methodologies contribute to a deeper understanding of value. Real-world case studies will illustrate how involving stakeholders from the outset leads to more equitable, relevant, and effective healthcare innovations. Whether you’re a provider, policymaker, researcher, or designer, this session will equip you with practical tools and frameworks to implement participatory practices in your own context.
Objectives:
– Introduce core concepts of Value-Based Health Care and patient experience.
– Explore participatory research as a method to uncover unmet needs.
– Demonstrate how co-design can inform solution development and system change.
– Equip participants with tools to integrate participatory methods into healthcare service provision innovation.
Instructor:
A resident of Barcelona for the past almost 20 years, Anne-Sophie Gresle has worked on several international multi-centric research projects related to Education and Health. She is currently working at the Patient Experience Observatory of the Hospital Clinic Barcelona, a platform that promotes the evaluation and incorporation of Patient Experience into the strategy and daily clinical practice. Acting transversally within the Hospital, the Observatory promotes active participation and co creation together with patients and caregivers in order to redesign healthcare according to their unmet needs. The Observatory also promotes the dissemination and application of good practices obtained in the Hospital, to innovate and improve the provision of health services, in an open and collaborative manner.
She is also a member of the Science with and for Society Hub at the Barcelona Institute for Global Health as Public and Patient Involvement in Health Research Manager, promoting the active participation of patients, caregivers and citizens into all the phases of research projects. In this context, she has coordinated together with Dra. María Jesús Pinazo, the InSPIRES project (embedded under the Responsible Research and Innovation initiative of the Innovation department, and developed in collaboration with International Health clinical department of Hospital Clinic) whose main purpose was to bring science and society closer together in order to co-create research agendas that directly respond to citizen’s needs and concerns, providing evidence and giving support to political bodies and decision-makers for the creation of better public policies. She was also actively involved in the CRISH, InnovDoctor, CALMA, and CoUp Lab projects, developed and implemented in collaboration between ISGlobal and the Hospital Clinic Barcelona.
Anne-Sophie Gresle is a graduate in Business Administration at the EDHEC in France and the University of the West of England in the UK, holds a Master’s Degree in International Relations from the Barcelona Institute for International Studies, Spain. She was trained on Participatory Research, as well as on Patient Experience at the French Patient Experience Institute, and on Value Based Healthcare by the International Consortium for Health Outcomes Measurement (ICHOM).
6 October 2025
Location: Hôpital Kirchberg
9 Rue Edward Steichen, 2540 Neudorf-Weimershof Luxembourg
9:30 – 10:00 AM: Accreditation at Hôpital Kirchberg
10:00 – 11:00 AM: Hôpitaux Robert Schuman & Patient Experience
With Dr Marc Berna and Laura Vin
Auditoire
11:15 AM: Start of all workshops in different rooms (1:45H)
– La participation des patients dans l’organisation et gestion des parcours des soins | Salle U.202
– La considération vécue en symétrie, comme clé d’expériences patient et soignant réussies | Salle 2.712
– Leveraging the unspoken patient experience through design thinking and ethnography | Salle 2.705
1:00 PM: Lunch break
2:00 – 5:00 PM: Workshops – second part (3H)
– La participation des patients dans l’organisation et gestion des parcours des soins | Salle U.202
– La considération vécue en symétrie, comme clé d’expériences patient et soignant réussies | Salle 2.712
– Leveraging the unspoken patient experience through design thinking and ethnography | Salle 2.705
5:00 – 6:00 PM: Break & transfer to Rehazenter (10-15 min. walk)
6:00 – 8:00 PM: Networking cocktail at Rehazenter.
La participation des patients dans l’organisation et gestion des parcours des soins
Atelier en français avec Nathalie Delbrassine et Sylvie Chevigné Drouguet
6 octobre / 11H15 – 17H00 | Salle U.202
Au fil des années, différentes initiatives se sont développées dans les institutions de santé, et ont permis l’évolution de la place du patient dans le système de santé :
– Mise en place de patients partenaires pour accompagner les équipes et les patients
ayant le même parcours de santé
– Intégration de patients dans des groupes de travail institutionnels
– Implémentation de comités de patients
Les patients s’expriment sur leurs besoins d’information, de transparence, de compréhension, de participation, d’autonomie, de transmettre leurs savoirs expérientiels, etc.
L’évolution de la société accélère ce processus :
– Les technologies de la communication : accessibilité aux informations, rapidité d’accès et de diffusion
– La population plus participative, voulant s’impliquer davantage dans ses soins, exigeant recevoir les informations nécessaires, participer à la décision clinique
Cet atelier propose de parcourir les différentes formes de participation des patients dans les organisations et la gestion des parcours de soins. Il mettra en avant la plus-value que ces participations peuvent apporter, tant pour les patients, que pour les professionnels et in fine l’institution.
L’atelier propose également de partager une démarche institutionnelle visant à amener la culture « expérience patient » dans l’institution à travers l’organisation et la gestion des parcours de soins.
Objectifs :
À l’issue de celui-ci, les participants pourront :
– Mieux appréhender les PREMs, PROMs, et le VBHC.
– Comprendre et analyser les différentes formes de participation des patients.
– Cibler ce qui est le plus adapté pour leur institution.
– Avoir un mode de communication adéquat pour établir une relation de soins de confiance entre patient/proche et professionnel.
– Disposer d’un modèle qui amène à déployer la culture institutionnelle.
Intervenant :
Nathalie Delbrassine est engagée depuis plusieurs années dans l’expérience patient. Détentrice d’un Master en Santé Publique, elle a été l’initiatrice en 2014 d’un Comité de Patients au sein d’une institution de plus de 900 lits. Elle a également mis en place un groupe de patients experts, capables d’accompagner d’autres patients afin de partager leur éxpérience de vie avec la maladie. Aujourd’hui, elle coordonne les itinéraires Cliniques et l’Expérience patient au Groupe Santé CHC (Belgique – Liège).
Elle est également conférencière dans la certification en management innovant des organisations et réseaux de soins à l’UNamur et dans le Master en sciences infirmières à l’ULiège.
Elle est co-fondatrice de l’ASBL SPX.
Sylvie Chevigné Drouguet a été enseignante durant 18 ans. En octobre 2018, elle reçoit le diagnostic de deux cancers. Après les premiers traitements, elle décide de réaliser un D.U. de « Patient Référent en Rétablissement en Cancérologie » à l’Université des Patients (Université de la Sorbonne, Paris). Son objectif est de partager son expérience de la maladie avec d’autres patients souffrant également d’un cancer. Dans le même temps, elle intègre le comité des patients du CHR Citadelle de Liège. Elle occupe aujourd’hui le poste de Patiente Partenaire à l’Institut de Cancérologie Normandie Ouest (ICNO) – CHU Caen. Ses missions principales sont l’accompagnement des patients, le travail sur les soins de support, le lien entre les services et les associations de patients, l’accompagnement des projets centrés sur les patients et la participation à la formation des futurs soignants.
La considération vécue en symétrie, comme clé d’expériences patient et soignant réussies
Atelier en français avec Jean-Jacques Gressier et Daniel Ritter
6 octobre / 11H15 – 17H00 | Salle 2.712
Cet atelier s’adresse aux personnes en charge de l’expérience patients et/ou soignants. Il vous permettra de concevoir des actions concrètes pour améliorer le sentiment de considération vécu par vos patients et soignants.
Déroulé à titre informatif :
• Théorie sur la Symétrie des Attentions ©
• Résultats du baromètre national de la Symétrie des Attentions © sur la santé
• Séance de travail #1 : Travail par groupes de 5-6 sur les actions concrètes déjà effectuées par les participants dans leur institution et qu’ils pourraient mettre en oeuvre sur une des onzes dimensions de la Symétrie des Attentions (suggestion : Considération – comment accroître la considération des ASH et en même temps améliorer l’expérience des patients) :
o 10 min d’introduction (avec exemples)
o 40 min de préparation en sous-groupe
o 40 min de restitution (10′ par groupe)
• Pause
• Partage de rituels et indices d’autres métiers que la santé, qui concourent à la valorisation des usagers et des personnels
• Séance de travail #2 : Travail par groupes de 5-6 sur les applications possibles de ces bonnes pratiques chez eux :
o 40 min de préparation
o 40 min de restitution (10 min / groupe)
• Questions et remarques de fin
Intervenants :
Jean-Jacques Gressier, fondateur de l’Académie du Service, au service de l’équipe.
Daniel Ritter, président et co-fondateur de Better World.
Leveraging the unspoken patient experience through design thinking and ethnography
Workshop in English with Heinrich Schwarz
6 octobre / 11H15 – 17H00 | Salle 2.705
The patient experience is complex and often only partially visible. Many emotional, social and contextual aspects can go unnoticed and remain unaddressed by attempts for improvement. How can we better understand these hidden dimensions and translate that understanding into impactful ideas to empower patients and elevate their journey?
In this hands-on, interactive workshop, we will explore how design thinking, ethnographic methods and innovation approaches are powerful ways to generate meaningful results. Participants will learn, why crucial aspects of the patient experience often remain invisible and how to best apply these approaches to their own challenges. We will also examine how emerging tools that support exploration and insight generation can make these processes more accessible and scalable.
The workshop is designed to be participatory, creative and engaging. After some background and a bit of theory, it will be learning by doing. Participants will work through a real-life exercise in order to experience the approach for themselves. A take-home hand-out with key learnings and practical guidance will be provided.
Objectives:
By the end of the workshop participants will (a) understand why uncovering hidden aspects of the patient experience are crucial for meaningful improvements, (b) have gained first-hand experience using tools, techniques and approaches from design thinking and ethnographic research, and (c) have acquired practical skills and first steps to apply these approaches in their own work.
Instructor:
Heinrich Schwarz, Ph.D, is an innovation strategist, design thinker and transformation catalyst, focusing on people-centred and sustainable healthcare. He is specialised in helping clients turn a deep understanding of people, cultures and technology into impactful solutions and sustainable transformation. Founder of two niche innovation consultancies he has worked internationally as advisor, facilitator, researcher and teacher for more than 20 years. He also held positions as management consultant in Denmark and academic faculty in the US. He received a PhD in science and technology studies from MIT.
7 & 8 October 2025
Location: LuxExpo The Box
10 Circuit de La Foire Internationale, 1347 Kirchberg Luxembourg
Reception: 9H
Opening at Auditorium: 9H30
HWL Tour: 13h15 – 13h30
Lunch break: 13H30 – 14H15
Ending time: 17H30
Stay tuned — we’ll soon share more details about our welcome cocktail on 6 October.
– Reflections on how patients can drive a needed cultural change to digital and sustainable healthcare
Ana Rita Londral | Director at Value For Health CoLAB; Assistant Professor at Universidade Nova de Lisboa – PORTUGAL
7 October / 9:45H – 10:30H
– Re-inventing care thanks to those who complain about it
Béatrice Schaad | Director of the Centre for Patient, Family and Professional Experience; Tenured Professor of Hospital Relations (CHUV/UNIL/FBM/IHM General Management) – SWITZERLAND
8 October / 9:45H – 10:30H
– The patient perspective in the governance of institutions
The inclusion of patient perspectives in healthcare governance is essential for enhancing care quality, fostering trust, and improving patient experiences. Patients contribute through advisory councils, governance boards, and co-designing healthcare processes, with 74% of surveyed individuals expressing that such involvement strengthens trust and prioritizes their needs (DeCamp et al., 2019). Patient involvement also improves responsiveness, health literacy, and satisfaction by addressing care gaps and tailoring services to expectations. Furthermore, it promotes accountability and transparency in healthcare systems while contributing to better outcomes and cost efficiency (Marzban et al., 2022), in line with the results of existing studies describing how to improve shared governance in a community hospital setting (Brennan and Wendt, 2021).
With Lesley Goodburn (Head of Public Involvement and Engagement – National Institute for Health and Care Excellence, UK), Patricia Ripoll (Patient and Founder of Fundación Visible, SPAIN) & Vita Steina (Patient Experience Expert – Riga East University hospital & Paul’s Stradins University Hospital & Advisor to Health Minister of Latvia, LATVIA)
President of this session: Rui Patricio (University of Aveiro, PORTUGAL)
7 October / 10H30 – 12H00 | Auditorium
– Patient Experience at home: integrating PX into domiciliary care
Patient experience should be addressed continuously throughout the entire care process: from prevention and acute care to rehabilitation and home care. Ensuring coordination and continuity across this journey is essential to prevent fragmentation, improve outcomes, and strengthen the connection with users. Integrating multiprofessional teams, sharing real-time information, and providing support during care transitions are key elements to enhancing patient experience. Furthermore, the adoption of digital tools and integrated care models is transforming the relationship between healthcare professionals and patients promoting a more agile, personalized, and needs-centered approach.
With Olivier Perrier-Gros-Claude (Director of Operations – IMAD, SWITZERLAND), Yann González (Consultant Physician and Head of Department, Hôpital à Domicile des Alpes du Sud, FRANCE), Alexandra Martínez Roca (Hematologist, Hospital Clínic Barcelona, SPAIN)
President of this session: Valérie Mégevand (Deputy Director / Strategic Projects Department – IMAD, SWITZERLAND)
7 October / 14H15 – 15H45 | Auditorium
– The culture of Patient Experience
Transforming the organisational culture is essential to make patient experience a fundamental pillar within healthcare settings, moving beyond isolated and short-term initiatives. This requires active leadership, structural coherence, and continuous team involvement. It’s not just about improving processes but integrating the voice of users at every level of decision-making and practice. A patient-centered culture fosters more empathetic, safe, and responsive environments, where listening, learning, and acting from the patient’s perspective become the norm. To achieve this profound change, key strategies include continuous training, collaborative evaluation, and incorporating first-person stories. Committed leadership and a positive work environment are crucial to fostering a culture focused on safety and continuous improvement.
With Jean-Jacques Gressier (CEO – Académie du Service, FRANCE), Nathalie Sanchez (CEO – Hospital Simone Veil, FRANCE) & Thomas Leth Frandsen (Chief Medical Project Officer / Pedatrician – Rigshospitalet, DENMARK)
8 October / 10H30 – 12H00 | Auditorium
– Patient Experience: an opportunity to strengthen Professionalism
In recent years, healthcare systems have promoted efficiency policies driven by funding models and digital transformation. While these measures initially delivered positive results, their continued implementation has pushed professional productivity to the limit, focusing efforts on service provision while neglecting a holistic view of individuals. This approach has led to professional burnout and a sense of disconnection from the core purpose of healthcare work. In this context, patient experience policies offer a new framework that enables professionals to rediscover their vocation, reconnect with the meaning of their work, and better meet current social expectations.
With Valérie Moulins (Director of Communication and Patient Experience – Hôpital Foch, FRANCE), Marc Berna (CEO – Hôpitaux Robert Schuman, LUXEMBOURG) & Yannick Neybuch (Medical Director / Head of Division Coordination – CHC Groupe Santé, BELGIUM)
8 October / 14H15 – 15H45 | Auditorium
All communication sessions will take place on 7 and 8 October 2025 at LuxExpo The Box in our venue specialised in Patient Experience. Three parallel communication sessions will be scheduled across three different rooms.
All sessions held in the Main Auditorium will offer simultaneous translation.
Please note that the programme of communication sessions will be released in September.
This 6th edition includes access to the Healthcare Week Luxembourg 2025.
Join us on 7 and 8 October for a guided tour of HWL during lunch break —the perfect way to get an overview of the event. This year, HWL 2025 will explore the opportunities and challenges of healthcare transformation under the theme:
“Artificial Intelligence Empowering Healthcare Professionals: A Strategic Lever in the Evolution of Healthcare Roles?”
Want to explore even more? Feel free to return anytime during the day.
Your HWL badge will be ready for you at the reception upon arrival.
Check out the full programme of the event : HWL Programme.
7 & 8 October 2025
Location: LuxExpo The Box
10 Circuit de La Foire Internationale, 1347 Kirchberg Luxembourg
Reception : 9H
Opening (Auditorium) : 9H30
Plenary Session (Auditorium) : 10H30-12H
Communication Sessions (Auditorium / Room 1 / Room 2) : 12H15 – 13H15
Lunch Break & HWL Tour : 13H15 – 14H15
Plenary Session (Auditorium) : 14H15-15H45
Communication Sessions (Auditorium / Room 1 / Room 2) : 16H – 17H
End of the day : 17H15
PLENARY SESSIONS
– Reflections on how patients can drive a needed cultural change to digital and sustainable healthcare
Ana Rita Londral | Director at Value For Health CoLAB; Assistant Professor at Universidade Nova de Lisboa – PORTUGAL
7 October / 9:45H – 10:30H
– Re-inventing care thanks to those who complain about it
Béatrice Schaad | Director of the Centre for Patient, Family and Professional Experience; Tenured Professor of Hospital Relations (CHUV/UNIL/FBM/IHM General Management) – SWITZERLAND
8 October / 9:45H – 10:30H
The patient perspective in the governance of institutions
The inclusion of patient perspectives in healthcare governance is essential for enhancing care quality, fostering trust, and improving patient experiences. Patients contribute through advisory councils, governance boards, and co-designing healthcare processes, with 74% of surveyed individuals expressing that such involvement strengthens trust and prioritizes their needs (DeCamp et al., 2019). Patient involvement also improves responsiveness, health literacy, and satisfaction by addressing care gaps and tailoring services to expectations. Furthermore, it promotes accountability and transparency in healthcare systems while contributing to better outcomes and cost efficiency (Marzban et al., 2022), in line with the results of existing studies describing how to improve shared governance in a community hospital setting (Brennan and Wendt, 2021).
With Patricia Ripoll (Patient and Founder of Fundación Visible, SPAIN), Vita Steina (Patient Experience Expert – Riga East University hospital & Paul’s Stradins University Hospital & Advisor to Health Minister of Latvia, LATVIA) & Nuno España (Vivalto Santé, Portugal).
President of this session: Rui Patricio (University of Aveiro, PORTUGAL)
7 October / 10H30 – 12H00 | Auditorium
Language: English (Simultaneous translation available)
Patient Experience at home: integrating PX into domiciliary care
Patient experience should be addressed continuously throughout the entire care process: from prevention and acute care to rehabilitation and home care. Ensuring coordination and continuity across this journey is essential to prevent fragmentation, improve outcomes, and strengthen the connection with users. Integrating multiprofessional teams, sharing real-time information, and providing support during care transitions are key elements to enhancing patient experience. Furthermore, the adoption of digital tools and integrated care models is transforming the relationship between healthcare professionals and patients promoting a more agile, personalized, and needs-centered approach.
With Olivier Perrier-Gros-Claude (Director of Operations – IMAD, SWITZERLAND), Antònia Raich (Fundació Althaia Manresa, SPAIN), Yann González (Consultant Physician and Head of Department, Hôpital à Domicile des Alpes du Sud, FRANCE), Alexandra Martínez Roca (Hematologist, Hospital Clínic Barcelona, SPAIN)
President of this session: Valérie Mégevand (Deputy Director / Strategic Projects Department – IMAD, SWITZERLAND)
7 October / 14H15 – 15H45 | Auditorium
Language: English & French (simultaneous translation available)
The culture of Patient Experience
Transforming the organisational culture is essential to make patient experience a fundamental pillar within healthcare settings, moving beyond isolated and short-term initiatives. This requires active leadership, structural coherence, and continuous team involvement. It’s not just about improving processes but integrating the voice of users at every level of decision-making and practice. A patient-centered culture fosters more empathetic, safe, and responsive environments, where listening, learning, and acting from the patient’s perspective become the norm. To achieve this profound change, key strategies include continuous training, collaborative evaluation, and incorporating first-person stories. Committed leadership and a positive work environment are crucial to fostering a culture focused on safety and continuous improvement.
With Jean-Jacques Gressier (CEO – Académie du Service, FRANCE), Nathalie Sanchez (CEO – Hospital Simone Veil, FRANCE) & Thomas Leth Frandsen (Chief Medical Project Officer / Pedatrician – Rigshospitalet, DENMARK)
President of this session: Daniel Ritter (Better World, FRANCE)
8 October / 10H30 – 12H00 | Auditorium
Language: English & French (simultaneous translation available)
Patient Experience: an opportunity to strengthen Professionalism
In recent years, healthcare systems have promoted efficiency policies driven by funding models and digital transformation. While these measures initially delivered positive results, their continued implementation has pushed professional productivity to the limit, focusing efforts on service provision while neglecting a holistic view of individuals. This approach has led to professional burnout and a sense of disconnection from the core purpose of healthcare work. In this context, patient experience policies offer a new framework that enables professionals to rediscover their vocation, reconnect with the meaning of their work, and better meet current social expectations.
With Valérie Moulins (Director of Communication and Patient Experience – Hôpital Foch, FRANCE), Marc Berna (CEO – Hôpitaux Robert Schuman, LUXEMBOURG) & Yannick Neybuch (Medical Director / Head of Division Coordination – CHC Groupe Santé, BELGIUM)
President of this session: Frédéric Addor (Swisscoding, SWITZERLAND)
8 October / 14H15 – 15H45 | Auditorium
Language: French (simultaneous translation available)
COMMUNICATION SESSIONS
Involving patients in care pathways and healthcare organisations
The role of the patient in the healthcare system has grown thanks to societal changes (a more participatory population, greater accessibility of information, digitalization, etc.) as well as the development of initiatives within healthcare institutions:
– implementation of patient partners to support both teams and patients, and to co-construct projects,
– integration of patients into working groups,
– consideration of patient feedback and experiences within care pathways,
– …
This session will highlight how four institutions from different countries (Luxembourg, Belgium, France, and Spain) have incorporated the patient perspective.
7 October / 12:15 to 13:15 – Room 1
Contributions:
Intégration d’une patiente partenaire à l’Institut de Cancérologie Normandie Ouest – CHU Caen
Sylvie Chevigné Drouguet | Institut de Cancérologie Normandie Ouest – CHU Caen (France)
HAD CHC Groupe santé
Daphné Rigo & Laetitia Degueldre | CHC Groupe Santé (Belgium)
SCA Program: Optimization of outpatient follow-up of patients admitted for acute coronary syndrome based on the improvement of the care process and continuity and active listening for decision-making
Ainhoa Vilarrubias | Hospital de la Santa Creu i Sant Pau (Spain)
Réinventer les parcours de soins avec et pour les patients
Anne Bellaigue & Eric Collongues | Hôpitaux Robert Schuman (Luxembourg)
Language: French & English
Moderator: Nathalie Delbrassine (CHC Groupe Santé, Belgium)
Considering human needs – beyond “acute” care
Beyond “acute” care, several examples of consideration for “human” needs and concrete responses.
7 October / 12:15 to 13:15 – Room 2
Contributions:
Enseignement culturel par les ainés
Eftychia Valassopoulou | Hôpital Valdor (Belgium)
Fresques murales participatives : un lien artistique entre résidents, soignants et créateurs
Dominique Correia de Oliveira & Vanessa von Richter | EMS Les Novalles (Switzerland)
Prendre soin autrement , l’aromathérapie comme outil sensoriel dans l’Education Thérapeutique
Rosaline Mota Moura & Aurélie Vescovi | Hôpitaux Robert Schuman (Luxembourg)
Exploring the Impact of Digital Peer Support at Home : a Study by Tomo and Fondation Santé Service
Alexandra Turbellier & Arthur Maisonnier | Fondation Santé Service (France)
Amélioration de l’expérience patient : intégration du concept de la pair-aidance dans la clinique de la sclérose en plaques
Anthony Delfosse & Belghezli Nassira | EPICURA (Belgium)
Language: French
Adressing the challenge of transitions within continuum of care
Let’s focus specifically on the patient experience in the continuum of care, particularly the critical phase of transitions.
7 October / 12:15 to 13:15 – Auditorium
Contributions:
Enhancing Care Continuity for Vulnerable CKD Patients through Shared Decision-Making: Long-Term Impact of Interprofessional Discharge Workshop with Patient Experts
Perrine Thiry & Katja Swinnen | Health Innovation UCLL (Belgium)
Patient Experience: Integrating Quality of Life and Empowerment into Home Care Services
Sélim Coll | Institution genevoise de maintien à domicile (Swizterland)
Redefining the Hospital Discharge Process for Frail Older Adults: A Patient-Centred Care Model for Home Transitions
Maite Franco Romero | Parc Sanitari Pere Virgili (Spain)
L’hôtel hospitalier à l’hôpital FOCH
Aléna Sorret & Valérie Loisel | Hôpital Foch (France)
Language: French & English (simultaneous translation available)
Partnering with patients to improve pathways across the continuum of care
The speakers will share examples of how patient experience is taken into account and improved at different stages and in different ways throughout the care and prevention process.
7 October / 16:00 to 17:00 – Room 1
Contributions:
Contexte de soins à domicile : les infirmier·ères de pratique avancée intègrent et mettent en évidence le partenariat avec les patient·es et les proches en soutien au système
Sofia Savinelli | Institution genevoise de maintien à domicile (Swizterland)
Un parcours global numérique de prévention cardio-vasculaire
Adrien Vaudron | Centre Hospitalier Inter Communal des Alpes du Sud (France)
EndoHealth: New Model of Care for Endometriosis Patients
Anne-Sophie Gresle | Hospital Clínic (Spain)
Quand patients et aidants partenaires s’allient à la pharmacie de Gustave Roussy !
Tiffanie Busson & Catherine Terrade | Institut Gustave Roussy (France)
“Patient’s Rights & Innovative Teaching Strategy” – Serious Game PRITS
Dominique Correia de Oliveira | HESAV (Switzerland)
Language: French
The participation of patients in the governance of institutions – WORKSHOP
A hands-on session that turns plenary insights into concrete governance practice. Using a governance ladder benchmark approach and micro–meso–macro lenses, participants will map decision pathways and clarify where, and with what authority, patients influence decisions and organizations integrate patient voice into building more human healthcare.
In small groups, participants will apply participatory design to produce a concise implementation plan, a future roadmap, and ready-to-use tools tailored to their institution.
7 October / 16:00 to 17:00 – Room 2
Workshop facilitators:
Rui Patricio | University of Aveiro (Portugal)
Ainhoa Villarubias | Hospital de la Santa Creu i Sant Pau (Spain)
Vanessa Nicolau | Local Health Unit (Portugal)
Nuno España | Vivalto (Portugal)
Language: English
Talking, sharing, and getting people involved to help make cultural change happen
We come together to share our knowledge and experience, all convinced that listening is at the heart of our beliefs. In this session, let’s look at examples of how to “speak, tell, mobilize” to continue promoting cultural change at all levels.
7 October / 16:00 to 17:00 – Auditorium
Contributions:
Construction, déploiement et impact de la mise en place d’un e-learning au sein d’un groupe de santé
Claire Ollier & Florian Quilhac | ELSAN (France)
Driving real people’s involvement in health challenges through citizen science, participatory and co-design strategies: the IMPETUS Accelerator
Nora Salas Seoane | Science For Change (Spain)
Expérience patient et partenariat en santé : construire ensemble les soins de demain avec Alliance PEP Santé
Karine Barelle & Nathalie Marquis | Alliance PEP Santé (France)
Rose Tangos : du recueil de l’expérience patient aux représentations théâtrales
Christelle Jouannaud & Véronique Batteux | Institut Godinot (France)
Évaluer l’invisible de l’expérience patient : ce que révèle l’enquête socio-anthropologique d’Amhyperbare
Françoise Girard-Rouzies | CETCOPRA (UFR Philosophie, Paris 1) (France)
Language: French & English (simultaneous translation available)
PX Paradigm Shift: Three Transitions through Digital Transformation
Why do we need a paradigm shift? Public health and care systems remain under intense pressure to transform in response to an ageing, increasingly frail population, rising prevalence of chronic conditions, and constrained resources. Patient experience is one of the multiple factors impacted by these pressures, for example with increased waiting times, widening gaps between healthcare, social care and community services, and growing expectations from citizens. There is, however, strong hope that digital health can help address these challenges and enable new solutions.
How do we achieve it? This panel will share and discuss the three key PX paradigm shifts required for our health and care systems to evolve and adapt to meet this urgent need… From considering patients to engaging people, moving beyond participation to the notion of co-governance and co-management, and zooming out to frame and mobilise the entire ecosystem of actors and not only the end users of new products, services and policies.
Through a series of short presentations and rich debate we will hear a diverse set of perspectives on how the discipline and practice of Patient Experience innovation is evolving in response to the need for care ecosystem transformation, across different contexts and cultures within and beyond Europe.
The panel will highlight approaches ranging from people-powered system transformation practices that embed patients, carers, and citizens into the process, to specific technological solutions and services that are shaping new models of care.
8 October / 12:15 to 13:15 – Room 1
Contributors:
Lekshmy Parameswaran | The Care Lab, Barcelona & Singapur (Spain/Singapur)
Heinrich Schwarz | Innovating Health Care (Germany)
Antoni Grau | Clinic & Innovation Director Spain at Clariane Group (Spain)
Lucie Reigner | Fondation Saint-Hélier (France)
Moderator: Cristina Bustillo | TIC Salut Social Foundation. Government of Catalonia (Spain)
Language: English & French
Digital transformation to improve patient experience within continuum of care – 3 questions
During our previous conferences, we had the opportunity to present various technological developments that have a positive impact on the patient experience. This session will address three questions:
1- How to integrate technology into healthcare and capture the patient experience dimension.
2- Are we all ready for this integration?
3- Can technology replace or supplement humans?
8 October / 12:15 to 13:15 – Room 2
Contributions:
IA et intelligence collective : intégrer l’expérience patient et soignant dans l’adoption des technologies en santé
Bastien Tavner | CIUS (France)
Incorporation Patient Perspectives into Technology Readiness Levels; A Delphy study
Olga Rubio | Hospital Clinic Barcelona (Spain)
Let’s do it together! TransiTEA-360 – Empowering adolescent ASD patients to face transitions with a 360 video-based RV support tool.
Marta Noguera | Badalona Serveis Assistencials (Spain)
Language: English & French
Further listen to identify patient specific needs and improve their experience
One of the cornerstones of the patient experience has been listening to patients. This session will focus on specific patients or journeys, demonstrating the need to further deepen our understanding of the needs of certain patients in order to implement solutions that can meet those needs.
8 October / 12:15 to 13:15 – Auditorium
Contributions:
Findings from a working group of expert patients on improving healthcare access for people with specific needs.
Gérard Silvestre | ALTEO asbl (Belgium)
La Clinique En-Jeu au Groupe Santé CHC : retours d’expériences des enfants et des parents lors des examens d’imagerie médicale
Bénédicte Minguet | Groupe Santé CHC (Belgium)
Key Words in Key Moments: A Practical Guide to Empathetic and Effective Communication between Healthcare Professionals and Patients
Anna Sant | Fundació Assistencial Mutua de Terrassa (Spain)
L’expérience des patients, un levier précieux pour l’amélioration continue : l’exemple de l’information sur la greffe rénale
Stéphanie Spataro & Véronique Berger | Calydial (France)
Patient experience of liver cancer patients with immunotherapy
Mireia Llovera | Hospital Clínic de Barcelona (Spain)
Language: English & French (simultaneous translation available)
Implication of patient: different involvement levels and different approaches for different needs
This session aims to share examples illustrating different levels and types of patient involvement in processes to improve the patient experience.
8 October / 15:55 to 16:15 – Room 1
Contributions:
Améliorer l’expérience patients aux urgences adultes de l’Hôpital Riviera Chablais en Suisse : une ambition ; des stratégies.
Céline Lejeune | Hôpital Riviera Chablais (Switzerland)
EN ROUTINE, le film des erreurs : un outil atypique pour parler de la Sécurité des soins
Michael Besse | Hôpitaux du Bassin de Thau (France)
Structurer le partenariat patients-professionnels : de l’intention à l’action !
Laure Maillard, Patricia Lallemant, Laura Vin & Sébastien Yelnik | Hôpitaux Robert Schuman (Luxembourg)
Améliorer l‘expérience patient par l‘écoute et l’action
Sophie Wehenkel | Centre Hospitalier de Luxembourg (Luxembourg)
Désinformation et surinformation : comment accompagner le patient ?
TBC | Rehazenter (Luxembourg)
Language: French
How care pathways can be improved by integrating the patient experience
The speakers will share various concrete examples of improvements to care pathways, redesigned thanks to patients’ experiences and contributions.
8 October / 15:55 to 16:15 – Room 2
Contributions:
Salon d’accueil au bloc opératoire, un parcours simplifié!
Julio Parreira | Hôpital Riviera Chablais (Switzerland)
Une arrivée en dialyse anticipée et accompagnée personnellement , pour plus de sérénité
Véronique Berger & Stéphanie Spataro | Calydial (France)
Humaniser les soins de maternité grâce au design – Rencontres thématiques
Sandrina Bernardete da Silva Oliveira Ferraz, Maria do Rosário Fátima Teixeira da Fonseca & Joana Carolina Garcias de Magalhães | Unité de santé locale de Santo António – Centre maternel et infantile du Nord (Portugal)
Language: French & English
How and where does PX emerge and change organizations (impulsion, replication, cultural change)
Does the theme of the experience always need to be promoted by hospital management in order to emerge? How can we ensure that it takes root? Several concrete examples are presented around this question.
8 October / 15:55 to 16:15 – Auditorium
Contributions:
Communauté ETP et commission engagement patient
Aléna Sorret | Hôpital Foch (France)
Les instances représentatives du patient
Jérôme Kaps, M. Martini & Carlos Pinto Pereira | Rehazenter (Luxembourg)
Mise en œuvre des soins de santé fondés sur la valeur
Alain Akiki & Nicole Robain | Hôpital Riviera Chablais (Switzerland)
Comment réussir une collective massive XP de nos collaborateurs ?
Snezana Mijailovic | Fondation Hopale (France)
Language: French & English (simultaneous translation available)
HEALTHCARE WEEK LUXEMBOURG TOUR
This 6th edition includes access to the Healthcare Week Luxembourg 2025.
Join us on 7 and 8 October for a guided tour of HWL during lunch break —the perfect way to get an overview of the event. This year, HWL 2025 will explore the opportunities and challenges of healthcare transformation under the theme:
“Artificial Intelligence Empowering Healthcare Professionals: A Strategic Lever in the Evolution of Healthcare Roles?”
Want to explore even more? Feel free to return anytime during the day.
Your HWL badge will be ready for you at the reception upon arrival.
Check out the full programme of the event : HWL Programme.
Découvrez notre événement partenaire !
Organisation Committee
PRESIDENT
Eduard Portella
MEMBERS
Dintimille, Séverine (Luxembourg)
Gresle, Anne-Sophie (Spain)
Maron, Marie (Luxembourg)
Mégevand, Valérie (Switzerland)
Moulins, Valérie (France)
Patricio, Rui (Portugal)
Portella, Eduard (Spain)
Ritter, Daniel (France)
Sidon, Marie-Paule (Luxembourg)
Vin, Laura (Luxembourg)
Scientific Committee
PRESIDENT
Frédéric Addor
MEMBERS
Addor, Fédéric (Switzerland)
Bustillo, Cristina (Spain)
Gentile, Stéphanie (France)
Goodburn, Lesley (United Kingdom)
Kristensen, Inge (Denmark)
Patricio, Rui (Portugal)
Schwarz, Heinreich (Germany)
Steina, Vita (Latvia)
Vin, Laura (Luxembourg)
Meet our speakers
PROGRAM OVERVIEW
Three days of insight, innovation & collaboration
DAY 1 – PRE-COLLOQUIUM DAY
Two parallel programs in different venues
OR
DAY 2 & 3 – UNIFIED SESSIONS VENUE
