OSI Ezkerraldea Enkarterri Cruces of Osakidetza has been presented with the New Medical Economics 2024 award for best practice in patient experience

• The esteemed publication New Medical Economics has acknowledged the strategy for incorporating the experience of patients and families in the improvement of care processes devised by OSI Ezkerraldea Enkarterri Cruces, a programme started in 2013.
• The strategy advances the concept of value in health by identifying the key factors that matter most to patients.
• Over 214 patients and accompanying people have provided feedback, enabling us to identify nearly 400 areas for improvement in communication, the care process and the creation of more humanised spaces.

The OSI Ezkerraldea Enkarterri Cruces of Osakidetza has been presented with the New Medical Economics Best Practice in Patient Experience Award. This esteemed accolade is bestowed annually by the healthcare industry's foremost publication, recognising exemplary institutions and professionals.

These awards have recognised the Strategy for incorporating the experience of patients and families in the improvement of care processes that OSI has been developing since 2013. This has been achieved through the application of patient experience tools in 21 medical-study areas and/or care pathways: stroke, breast cancer, cleft lip and palate, inflammatory bowel disease, bronchiolitis, assisted reproduction, localised prostate cancer, intensive care unit, major burns, paediatric cystic fibrosis, home hospitalisation, patients with COVID-19 and the professionals treating them, knee arthrosis, multiple sclerosis, Parkinson's, home rehabilitation, paediatric oncology, acute asthma, corneal surgery and rheumatoid arthritis.

This strategy’s objective is to enhance the concept of value in health. To achieve this, it is essential to identify the key priorities for patients, understand their genuine requirements and focus actions on transforming the care model.

Over the course of implementing the strategy, we have engaged with more than 214 patients and companions, enabling us to identify over 386 areas for improvement. These have led to enhancements in communication, the care process, the creation of more humanised spaces, collaboration agreements with external associations, and humanisation projects with external agents. 

PATIENT AND FAMILIES EXPERIENCE

Osakidetza has made significant progress in measuring and monitoring satisfaction among the people it serves.

Discussing our clients’ experiences allows us to delve deeper into aspects that have not been fully addressed, such as their emotional experiences.

To develop this strategy, the OSI Ezkerraldea Enkarterri Cruces employs a range of tools, including patient and family participation workshops to assess the full care process, direct observation of the care process, combined with interviews with patients, families and professionals to enhance the value added, and the administration of patient experience surveys on chronic pathologies.