The student Maitane García López obtained an EXCELLENT grade with CUM LAUDE mention

The student Maitane García López obtained an EXCELLENT grade with CUM LAUDE mention

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• Thesis title: Metodología PER: integración de la experiencia de paciente en el diseño de servicios asistenciales a través del diseño centrado en las personas.

Court:

• Presidency: Rubén Rebollar Rubio (Universidad de Zaragoza)
• Vocal: Egoitz Arruti Monasterio (Ubikare Zainketak S.L)
• Vocal: Naiara Rodriguez Florez (Tecnun)
• Vocal: Maitane Barrenechea Carrasco (Mondragon Unibertsitatea)
• Secretary: Iker Legarda Gabiria (Mondragon Unibertsitatea)

Abstract:

Patient experience is a fundamental determinant of the quality of care services to improve patient-centred care. The importance of patient experience lies in recognising that healthcare goes beyond the clinical and technical aspects, and extends to the quality of interactions and overall patient satisfaction. A positive experience can contribute to better health outcomes, greater adherence to treatments and a stronger relationship between patient and care provider. These key elements of person-centred care reinforce the importance, first, of actively involving patients in their own care; second, of promoting an appropriate therapeutic relationship with health professionals; and third, of considering the environment in which care is delivered. These three fundamental dimensions help to improve the patient experience and in turn can have a positive impact on health outcomes and the overall quality of services. Some authors agree that applying human-centred design (HCD) to the design of care services results in more usable, acceptable and effective solutions. HCD is an approach to the design of products, services and systems that puts people at the centre of the design process. Both approaches, patient-centred care and HCD, move towards the centrality of the person and their experience.

The aim of this doctoral thesis is to develop a HCD methodology that integrates the dimensions of patient experience for the design of care services. To this end, this research is carried out in two cases, ZAINTZEKO and VASADIN, where the design of this new PER (Patient Experience Research) methodology is combined with its iterative evaluation and improvement. In the ZAINTZEKO case, the PER methodology was put into practice by five design teams with the aim of proposing new services for the elderly in Alto Urola. In the VASADIN case, the PER methodology was implemented in the public health system of Navarre, Euskadi and New Aquitaine with the aim of finding out the experience of the elderly people who use their services.

The PER methodology focuses firstly on the identification and visualisation of significant encounters that facilitate patient participation and involvement in care services. To this end, PER pays attention to patient preferences, ensures continuity of care, and involves the patient's care ecosystem. Secondly, PER addresses the relationships between patient and care professionals, with an emphasis on information flow and therapeutic education. In addition, it addresses the coordination of professional teams, the integration of care and the creation of moments of emotional support for the patient. Thirdly, there is its ability to identify and visualise the environment in which care is provided, offering comfort to patients and ensuring equitable access to care.

In summary, the PER methodology approaches the patient experience from a person-centred perspective. The information provided in this thesis is intended to be useful for health professionals and managers interested in improving care services from a people-centred, participatory and systems-based perspective. Furthermore, this research has the potential to significantly improve research methods in the design of care services, which can have a positive impact on the quality of care and the overall patient experience.