Delivering healthcare on patients’ terms

Insights Series, issue 42: A thought leadership paper on “patient-oriented healthcare delivery”.


To create the highest impact in healthcare systems, patient and staff centricity is becoming an imperative addition to a successful enterprise. However, medical facilities globally have limited to no guidance on the integration of the patient's voice or initiating the transformation to be more patient- and staff-centered. Luísadas Saúde sets a strategic example of how patient oriented care experience can become reality in modern hospitals with outpatient clinics and digital services. The holistic approach is based on integrating the patient’s voice, promoting co-developments with patients and healthcare professionals, and strategic implementation from operations to measurable management goals.

This paper outlines the essential adjustments necessary for an organizational shift towards a patient-satisfaction oriented healthcare delivery, with the aspiration of a sustainable care improvement.

These four principles are:

  • Strategic integration of the patient’s voice
  • Update infrastructure and processes
  • Set up the organization – on corporate and unit level - for sustainable change
  • Quantitative evaluation of the care experience per touchpoint

The implementation of these developments, as visible from the Luísadas Saúde example, are the precursors of a dually beneficial patient experience and workforce satisfaction.

This thought leadership paper is part of the Siemens Healthineers Insights Series. It provides ideas and practical solutions on “Patient Experience”. For more Insights, please visit

Portrait of Isabel Nieto Alvarez, Siemens Healthineers
Isabel Nieto Alvarez, MSc. is passionate about innovating and transforming the experience of care to be human centered. She is an expert of the Siemens Healthineers Global Innovation Network on mental and physical stressors in the experience of care. Isabel leads cross-functional teams in innovative projects on patient experience. Prior to her current role, she has served as a marketing manager and business developer for the company, and as Professor at the Universidad Anáhuac, México focused on sustainability in healthcare for medical students and psychology. Passionate about improving the patient and care team experience, she presents and writes globally on the subject. She is a biomedical engineer from Universidad Iberoamericana in Mexico, holds a Master in Science on Mind and Body Medicine from Saybrook University in California, U.S. and Certifications on Leadership in Healthcare without Harm and Design Thinking. Her scientific background on mind and body health and neuroscience, combined with experience in medical technology innovation are cornerstones of her expertise and passion.
Portrait of Christina Triantafyllou, Vice President Head of Improving Patient Experience, Siemens Healthineers

Vice President Head of Improving Patient Experience at Siemens Healthineers

Christina Triantafyllou, Ph.D. is Siemens Healthineers’ Global Head of Improving Patient Experience, where she explores ways in which this field can be enhanced and made more accessible to healthcare providers. She develops strategic approaches to deliver high value care, by providing patient experience focused solutions, best practices and thought leadership content. Christina began her healthcare career at Harvard Medical School, Boston, where she worked as a medical physicist developing imaging technology for the study of brain anatomy and function in disease. At Siemens Healthineers, she served as the Director of Global Ultra High Field MR Solutions, focusing on business strategy, KOL-based collaborations in innovation/clinical translation, and product management for the first worldwide clinical 7T MR system. Christina holds a Ph.D. in Medical Physics from Kings College, University of London, UK. Prior to joining Siemens Healthineers, she held appointments at Harvard Medical School, and at Massachusetts Institute of Technology in Boston.

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