SPX Talk: How Empathy and Connection Transform the Patient Experience
Watch the replay of the SPX Talk from June 17, 2026, featuring Dr. Ehsan Natour, cardiothoracic surgeon at Maastricht University Medical Center and advocate for compassionate healthcare, in conversation with Joep Paemen.
During this session, Ehsan Natour emphasized that beyond clinical expertise, patients primarily need empathy, trust and human connection. He highlighted how healthcare professionals can strengthen patient experience through simple, meaningful interactions and by working as one team around the patient rather than focusing solely on technical outcomes.
He also described the patient journey as a “roller coaster” that begins with the shock of diagnosis and requires support to help individuals navigate emotional and psychological transitions.
The key message of the talk was that, regardless of medical advances, patients will remember how they were treated as people—making humanity a central pillar of care.
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!
