Opening speech "Care for the Human Being"

12 key principles of human-focused healthcare

If someone needs care or support, it is important we do all we can to partner with this person. In partnership we will find out how we can best help so that the care also matches the wishes and needs of that person. After all, only the person knows what is important to him/her.

The Children's Clinical University Hospital's Patient and Staff Experience Strategy "Care for the Human Being"

The experience of patients and staff is an integral part of medicine today. It is a voice that guides development for health institutions; it is a force that makes hospitalization and work at hospital durable, motivating and inspiring. Everything depends on empathy - the ability to understand each other and react. Caring for a person starts where there is empathy.

Care for the Patient

Admission into hospital is a scary event for both young and old, even if the problem doesn't seem serious. By reducing the patient's fear, we establish a relationship of trust more quickly, the procedure or treatment can take place, and the patient is left with a positive association after leaving the office or hospital. A positive association means that help will continue to be received in a timely manner, and that trust in medical staff and their decisions will grow in future. For me, care for a patient means promoting an increasingly healthier society.

Care for the Employee

Since 2021, the motto of the CCUH is "Caring for the people", a big change from "Patient at the centre", because caring for the people means caring for everyone in our Hospital, and of course the staff spends the most time here. Through professional, valued and motivated staff, our patients receive the best and highest quality treatment and care. To improve the experience of patients and their families in the Hospital, we need to care for the staff experience too!

What is the patient experience in Latvian hospitals?

"The patient’s experience is an integral part of healthcare quality. Understanding the patient experience is key in achieving human-focused healthcare. Looking at different aspects of the patient experience can help us assess the extent to which patients receive care that is respectful and appropriate for their individual preferences, needs and values. Assessment of patient experiences together with other components, such as the effectiveness and safety of healthcare, is essential to provide a complete picture of the quality of healthcare provided. "

5 steps to excellence

If someone needs care or support, it is important we do all we can to partner with this person. In partnership we will find out how we can best help so that the care also matches the expectations and needs of that person. After all, only the person knows what is important to him/her.

Digital ecosystem - a platform for human-focused healthcare

The child health ecosystem encompasses and connects the different roles and functions of the Children's Hospital – treatment, care, education, knowledge transfer, research and innovation in all aspects of children’s health.  The ecosystem's comprehensive and inclusive model of collaboration promotes faster, more convenient and more effective engagement of all stakeholders engaged in ensuring children's health in dealing with problems, which is an essential precondition for the children to lead healthier and to the maximum wholesome lives.

The most important steps to achieve patient experience excellence in Quironsalu

Nuria Díaz, has a degree in Industrial Engineering from the New York Institute of Technology and an Executive Master on Management of Healthcare Organizations by ESADE Business school. On a professional level, she has developed her career on the industrial sector in different organizations and positions of responsibility in Quality Management, Strategic planning, Process reengineering and Management Systems. Nuria Díaz is working in Quirónsalud since 2016, and in Healthcare for 10 years, as the Corporate Quality and Patient Experience Director, based in the headquarters in Madrid

Human experience that matters to patients worldwide

Jason A. Wolf, a Certified Patient Experience Professional, is a passionate and globally recognised expert in improving patient experience, organisational culture, and maintaining high performance in healthcare. His aim is to reinforce the vision that at the heart of healthcare are humans who care for humans. As the President and CEO of the Beryl Institute for more than 10 years, Jason has built the world's leading community committed to improving the human experience in the healthcare field and creating a foundation for a vision of future patient experiences. The institute has attracted more than 60,000 people in over 85 countries. Jason is the founder of the Journal of Patient Experience, a journal dedicated to the research and practice of improving the patient experience. He also founded and currently serves as the President of the Institute for Patient Experience, a non-profit organisation that offers official certification to patient experience professionals worldwide. Jason is a sought-after speaker and the respected author of numerous publications and academic articles on organisational culture, changes and performance in healthcare, including two books on organisational development in healthcare and nearly 100 articles on the experience of excellence and improvement.