We held our inaugural Global Patient Experience Meeting on 15 October in Madrid, Spain. This first-ever gathering brought together a diverse group of professionals from 24 countries, sharing insights on the future of patient care and their local approaches to delivering meaningful patient experiences.
At the heart of our True care culture is the belief that everyone deserves a fulfilling life, and that each of our patients worldwide should have access to world-class renal care. For us, this commitment extends beyond dialysis treatment, forming a holistic approach that nurtures both the mental and physical well-being of our patients. With this vision in mind,our Global Patient Experience Framework serves as a blueprint for ensuring the comfort, security and well-being of all our patients, irrespective of where they are located, across Diaverum’s global network of clinics.
The day commenced with opening remarks from Michaela Blomstrand, Global Director of Patient Experience and Stakeholder Management, who emphasised patient experience as a core priority for Diaverum's global strategy. This was followed by Bruno Polizio, Stakeholder Communications VP, who gave a presentation highlighting how advancements in technology development and Artificial Intelligence are enhancing our ability to deliver world-class renal care, while our needs as patients and humans beings remain constant, making patient experience a key success factor in healthcare provision, in the years to come.
Representatives from Diaverum’s 24-country network then shared diverse perspectives on "Patient Experience Around the World," tailoring their approaches to cultural and local needs. In an ideas session, the group collaborated on activities aligned with each step of the Patient Experience Framework, generating actionable strategies.
Following a panel discussion on patient experience from different perspectives, Jonathan Porras, Quality Manager, and Mari Paz Sorribes López, Nursing Director, of Diaverum Spain, led a session on accelerating the implementation of patient experience initiatives through "Train the Trainer" programmes. The focus was on equipping local teams to embed patient experience practices into everyday operations.
Lingli Zhong, Nephrologist with Diaverum China, delivered a thought-provoking talk on empowering patients through education, emphasising how China is opening patient experience to families and communities. Hanaa Noor, Head of Nutrition from Saudi Arabia, shared how her team is transforming the organisation through the perspective of the patient, highlighting how patient stories extend beyond statistics to shape holistic care strategies. Maria João Moura, iRIMS User Ambassador Manager, concluded the day with insights into the digital patient experience at Diaverum, exploring how digital solutions are enhancing the care journey for patients.
Reflecting on the event, Michaela commented: “This first-ever Patient Experience Meeting has been a fantastic opportunity for us to come together as a global team and share our experiences.
“By learning from each other, we can continue to improve and adapt our approach to patient care. It’s through this kind of collaboration that we ensure True care remains at the heart of everything we do, no matter where in the world we are working.”
The day closed with attendees joining the third annual Diaverum Awards Finalists’ Ceremony, which saw teams and individuals from across Diaverum’s global network recognised for excellence in providing True care to our patients.