Improving the patient experience

The Bellvitge University Hospital has launched a signage and space adaptation project that incorporates the integration of design elements evoking iconic buildings, fauna, flora, and landscapes from the Parc Natural Delta del Llobregat.

The project's goal is to enhance the care environment and patient experience by incorporating various elements that, through colors and themes, aid in navigation within the hospital while also providing interesting facts and information about the surrounding environment.

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Since December 2023, we have implemented a system to measure user satisfaction with our services, known as NPS (Net Promoter Score). This system is based on a single question: "In case of need, to what extent would you recommend the HUB to your family or friends?" Users are asked to rate their response on a scale from 0 to 10, where 0 means "Very unlikely" and 10 means "I would definitely recommend it." Once they have answered this question, they are asked to explain the reason for their response.

The answers help ensure that the organization's management is more patient-focused and enable strategic decisions to be made based on user experience. This indicator is complemented by other active listening methods, such as PLAENSA surveys or focus groups.

"The hospital is sleeping" is the project of Hospital de Bellvitge that ensures the nighttime rest of hospitalized patients. According to the World Health Organization (WHO), a good night's rest has a direct impact on health. In fact, studies confirm that factors disrupting the sleep of hospitalized patients include nighttime interruptions due to required patient care, noise from medical devices, room temperature, excessive lighting, noise from other patients, or external causes related to hospital staff.

With the aim of improving these aspects that hinder the recovery of hospitalized individuals, the Nursing Directorate of HUB has worked with a patient experience perspective.

Focus groups are a research technique used to collect data through group interaction.

At Bellvitge Hospital, we have incorporated the patient experience into the organization's culture, allowing patients to tell us what they need and what they would like to receive during their stay at the hospital. The perception of quality and value is defined by the person receiving the service, and therefore, it is essential to innovate and design services based on the needs and expectations of the patients.

According to scientific literature, between 30% and 50% of patients admitted to an Intensive Care Unit develop post-ICU syndrome: this refers to a set of physical, cognitive, and emotional symptoms caused by the hospital stay, which leads to a significant deterioration in quality of life after discharge.

To alleviate this, the Bellvitge University Hospital (HUB) has transformed the 64 rooms in its Intensive Care Unit (ICU) by incorporating sensory elements—lights, projections, sounds, and vibrations—with the aim of achieving both functional and cognitive rehabilitation for the patient.

The project was created with the aim of making hospital stays more enjoyable through the distribution of these therapeutic folders, which include reading materials, games, crossword puzzles, coloring mandalas, and other entertainment documents.

The folders are handed out by the nursing staff when they detect that they could be useful to a person in making their hospital stay more pleasant.

The project was created with the goal of improving the hospital stay for outpatients and their families or companions by providing them with books and magazines that they can read during their stay. In addition to reading in the waiting rooms, users can take the books home and return them during their next visit using trays located in the new reading areas.

Furthermore, users can also bring books from home and add them to the reading points so that others can enjoy them.

Bellvitge Hospital launched the Social Volunteering Program years ago, which brings together volunteers who carry out social tasks and provide care for hospitalized patients and their families (support, companionship, assistance, etc.), as well as managing the library service for patients.

This Volunteering Program is coordinated by the Citizen Attention and Participation Unit.