Imed Hospitals

  • Services

    Business, Product, BI&Data Lab

  • Country

    Spain

  • Year

    2025

  • Months worked

    6 months

RESUME

IMED is a leading hospital group in Spain’s Levante region that improved its patient experience (PX) by removing friction across the entire patient journey, from the first online search to post-discharge.
The challenge was to deliver a consistent, fluid and memorable patient experience in a complex, multichannel environment —hospitals, polyclinics, emergency rooms, outpatient consultations and digital channels. The goal was clear: remove friction throughout the patient journey, increase patient autonomy and improve perceived quality without raising operating costs.

  • Objective

    To design and activate a patient experience strategy that:

    • Connects with different digital maturity profiles of patients.
    • Reduces physical and digital friction points.
    • Enhances operational efficiency across healthcare centers.
    • Aligns experience, brand, and internal culture across all touchpoints.
  • What We Did

    Full audit of the current PX

    • In-depth analysis of IMED’s website and app channels.
    • UX, SEO, legal, GMB, and performance audits.
    • Evaluation of all journey stages: pre-visit, during the visit, and post-visit.

    Comprehensive mapping of the Patient Journey

    • Identification of key pain points and moments of truth.
    • Segmentation based on patients’ level of digital maturity.

    Design of the ideal PX

    • Over 40 actionable improvements across service areas: consultations, diagnostics, surgical procedures, and emergencies.
    • Omnichannel strategies tailored to each journey.
    • Integration with internal processes (patient care, nursing, admissions…).

    Tactical activation

    • Implementation proposals including chatbot, auto check-in, improved signage, automated reminders, Fast NPS surveys, turn notifications, health calendar, etc.
    • Interaction flow design, screen mockups, and web-app integration.
  • Services
    • Strategy & CX Design
    • UX & Tech Audit
    • Digital Product Optimization
    • Fractional CDO/CXO Talent
    • Brand Setup & Internal Activation

KeyResults

  • 30

    Identification of more than 30 critical friction points in the patient journey.

  • +40

    Design and activation of 40+ high-impact improvements.

  • +50%

    +50% consistency between physical and digital touchpoints.

  • +25%

    Between +15% and +25% improvement in perceived quality of communication and internal signage.
    A homogeneous and differentiated Patient Experience (PX).

Learnings

  • Great patient experience is not just about digital channels, but how physical and digital touchpoints are orchestrated together.
  • Segmenting patients by digital maturity enables more personalized and efficient journeys.
  • Transformational PX requires alignment of technology, processes, and human attitudes.
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