SPX Talks: Organisational innovation to put the patient at the centre, towards an omni-channel relationship model
Watch the replay of our SPX Talk in Spanish on 8 January 2025 with Anna Buisan Álvarez, director of the users and community area at the Hospital de la Santa Creu i Sant Pau (Barcelona), in which she shares the omni-channel relationship model they have been developing, moderated by Mónica Zapata, expert in digital strategy, human-centric transformation and innovation.
The Sant Pau Hospital proposes an innovative model that is committed to personalisation, communication and humanisation in all processes. Efficient management and continuous improvement ensure a care experience adapted to today’s needs.
A user-centered care model
Anna Buisan Álvarez, Director of the Users and Community Area at Hospital de la Santa Creu i Sant Pau, highlights in her talk the importance of effectively integrating administrative staff into various hospital departments. Person-centered care is a fundamental pillar of this process, emphasizing the balance between in-person interactions and the post-pandemic digital environment.
Today’s users are immediate, digital, and empowered, requiring efficient information management to avoid information overload. To address this, the Hospital Sant Pau has developed a Users and Community Area that encompasses three key moments in patient care: before, during, and after medical attention.
- Before care, accessibility is prioritized, along with personalized appointment scheduling and providing adequate information to empower users. This approach improves efficiency and helps manage patient expectations, among other benefits.
- During care, processes are co-designed with users, fostering humanization projects that enhance both the physical spaces and interpersonal interactions. These efforts are supported by prior research, such as patient journey maps and continuous evaluations.
- After care, responsible resource usage is encouraged through telemedicine, remote follow-up, and the enhancement of digital tools, promoting user self-management of their health.
The goal of this innovative organizational model is to establish a seamless relationship with users through a personalized care, scheduling, and assistance system. Active listening is prioritized through quantitative and qualitative studies, driving continuous improvement in patient experience.
User communication and empowerment are managed through both proprietary and third-party channels, implementing a “content curator” model to ensure accurate and accessible information. Additionally, humanized digital records and personalized attention take into account functional diversity, language preferences, and scheduling needs.
Humanization is a key element in this process, addressing not only procedures but also the design of hospital spaces and staff interactions. Active user participation in community activities strengthens their connection to the hospital environment.
Ultimately, the effective integration of administrative staff across hospital departments requires a person-centered approach, efficient internal and external communication, humanized care, and an innovative relationship model based on active listening and community participation.
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!
