The Patient Experience

A healthcare model focused on patients and their families

For many years now, SJD Barcelona Children's Hospital has been committed to a healthcare model focused on patients and their families, in which humanised care plays a key role. Our model now straddles two closely related concepts:

• Providing comprehensive care that responds to the needs of patients and families  beyond their strictly bio-medical conditions. This comprehensive model covers requirements such as training and the approach to pain, in addition to other factors such as spaces, communications, efficient processes and services that deliver emotional support and well-being to patients and their families.
• Improving this healthcare model based on the needs and experiences that patients and families discuss with us, which help us to bolster and enhance our comprehensive care model. This involves taking the patient experience on board as a key factor in the Hospital’s ongoing innovation and improvement strategy.

The roll-out of the model went alongside developing an ecosystem of involvement (patients, families, employees and other stakeholders), which sets out to promote:

• The empowerment and autonomy of patients and their families (active listening, co-designed training, mutual decision-making, etc.).
• Empathy and co-design with the involvement of people (patient and family surveys that enable us to find out about their experiences and opinions, and pick up on points that could be improved; improvement and innovation projects focused on the Hospital’s different departments and services, which are co-designed by the processes and patient experience teams).
• Listening to what patients and their families have to say about cross-cutting, strategic matters (ongoing advice to families and young people).

Through this commitment, as an organisation we would like to have an impact on its culture, which listens to what people have to say and their needs as the basis for transformation.