In the heart of Spain, the Madrid Health Service (SERMAS) stands as the public entity responsible for providing health services in the Community of Madrid, forming an integral part of the Spanish National Health System. With the important mission of managing services and providing healthcare in its centers, as well as implementing programs for health promotion and disease prevention, SERMAS plays a fundamental role in the health care of the Madrid population.

Aware of the importance of the patient experience in their healthcare process, SERMAS partnered with Izo to study and improve the experience of cancer patients undergoing active treatment. Recognizing the need to understand the unique needs and challenges faced by these patients, SERMAS and Izo set out to study in detail their experience both in the face of the disease and in front of the hospital.

The first step in this initiative was to carry out an exhaustive study of the cancer patient's experience, focusing on aspects such as the relationship with health professionals, waiting times and administrative procedures. Thanks to this research, SERMAS and Izo identified areas of opportunity to improve patient care and satisfaction.

One of the main actions undertaken was to strengthen the strengths of the relationship between cancer patients and their medical team, encouraging open and empathetic communication that would inspire trust and security in patients. In addition, measures were implemented to improve waiting times and simplify procedures for scheduled tests and treatments such as chemotherapy, with the objective of reducing anxiety and stress associated with these processes.

The results were remarkable. Thanks to these initiatives, SERMAS was able to significantly improve the cancer patient experience, increasing their satisfaction and well-being during treatment. Waiting times were reduced, procedures were simplified and communication between patients and health professionals was strengthened, generating a positive impact on the quality of care.

In short, the collaboration between SERMAS and Izo demonstrates the value of a patient-centered approach and innovation in healthcare. By studying and improving the cancer patient experience, SERMAS has reaffirmed its commitment to providing quality medical care focused on the needs of patients in the Community of Madrid.