International patient journey for SJD Barcelona children's hospital : the Arab countries case

Massana Marín, Albert

International patient journey for SJD Barcelona children's hospital : the Arab countries case

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Citation

Massana Marín, A. International patient journey for SJD Barcelona children's hospital : the Arab countries case. 2019. handle: http://hdl.handle.net/10230/43992

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Abstract

This tesis is devoted to the design of an international and scalable patient journey, aimed at the Arab world, for the Hospital of Sant Joan de Déu in Barcelona. This journey includes the treatment, a set of extra activities and services and a guideline for the cultural accommodation of patients and their families. Five Arab countries have been selected and thoroughly analysed so as to identify the characteristics of potential customers. Based on this information, a patient journey tailored to their needs and expectations has been built with a non-intrusive and patient-centric approach.