Patient experience and innovation: the example of the Catalan healthcare system

Why Spain?
Spain has a regionalized healthcare system that fosters the development of innovative policies at the local level. Catalonia stands out for its strong investment in integrated care and patient experience. The study trip provided an opportunity to understand how healthcare services and institutions can place patients at the heart of the care system and innovate to improve the quality of care provided to the population.

The French delegation consisted of 12 professionals specializing in patient experience and was accompanied by two experts in the field:

• Valérie Moulins, Director of Communication and Patient Experience at Hôpital Foch
• Asma Moumni, Service Designer at ANAP

The first afternoon began with a presentation on the Catalan healthcare system by Rosa Vidal, Director of Economic Affairs and Payment Systems at La UNIO Catalana d’Hospitals. This introduction helped the delegation better understand the upcoming visits.

Next, the delegation met with the patient experience team at Hospital Clínic de Barcelona, which, in 2019, established a space for patients to share experiences. This project is based on a fundamental premise: the quality and value of a healthcare service can only be assessed by the beneficiaries themselves. This collaborative space operates as a living lab, allowing for the redesign and co-creation of solutions to optimize care quality.

On the second day, the delegation visited Hospital Sant Joan de Déu, a reference center specializing in the care of women, children, and adolescents with complex and rare diseases. The delegation discovered the Command Center, an innovative centralized system that analyzes real-time data to optimize care management.
The day continued at Hospital de la Santa Creu i Sant Pau, a historic institution designed in the 20th century to offer a groundbreaking hospital experience. Today, it combines heritage and innovation, housing leading healthcare and research institutions in biomedical sciences and clinical medicine. The hospital represents a center of excellence that merges tradition with modernity.

The third day began at Fundació Sanitaria Mollet, where the delegation observed how patient experience is placed at the core of the institution's mission. The focus is on listening, respect, and support, with welcoming spaces, clear communication, and initiatives aimed at improving comfort and reducing waiting times. The foundation also emphasizes digitalization to simplify administrative procedures and enhance user satisfaction.
Finally, the study mission concluded at Hospital Sant Rafael - Hermanas Hospitalarias, an institution managed by a religious congregation dedicated to caring for vulnerable individuals. Specializing in mental health, geriatrics, and long-term care, this hospital is recognized for its patient-centered and humane approach. It integrates essential values such as hospitality, personalized support, and spiritual assistance for those who seek it, while closely collaborating with the Catalan public health system to ensure equitable access to care.

This study mission was an invaluable source of inspiration, offering a unique immersion into patient experience innovations. The insights gained from these visits will inform the delegates' reflections and projects, with the ultimate goal of continuously improving the daily lives of patients and their families.