Presentation (CTI)

OBJECTIVES: EMpodera emerged from the need to redesign the care process within the multiple sclerosis (MS) Unit of the Hospital de Cruces (Bilbao, Spain), which manages 1,400 MS patients annually, with the aim of improving the patient experience throughout the patient journey.
METHODS: An innovation lab methodology was used to map the current situation of patient experience in the MS Unit and the functioning of the Unit, and to identify needs and opportunities for improvement. The first phase involved interviews with 5 patients at different MS stages and with different treatment background, 1 caregiver of highly progressed patient, the manager of ADEMBI patient association, the Unit healthcare professionals (HCP) (3 neurologists and 1 nurse) and the Innovation subdivision of the Hospital. Interviews were analysed for challenges. In a subsequent focus-group, key challenges converged on the most relevant to offer the best patient care. Here is our plan and solution to address it.
RESULTS: The desired situation was to design an educational plan tailored to patients’ needs, promote healthy habits, structure a plan for patients' access to psychological support, and improve the availability of the Unit team to facilitate patient access to care. Key goals included improved patient-reported outcomes (PROMs) and experience measures (PREMs), increased patient empowerment and engagement, better disease management and greater consultation efficiency. Lack of HCP time, fragmented healthcare systems, regulatory obstacles, technology limitations and cultural barriers posed significant challenges. The solution proposed to redesign the Unit care process was to have a holistic view of the patient journey. By mapping specific disease and life stages of patients with their own needs and preferences, HCP can provide the necessary support and education while empowering them as active participants.
CONCLUSIONS: This innovative approach, with technical resources and close collaboration between stakeholders, is feasible and aims to improve patient-centred care.