The European Centre has been approached by several hospitals to explore and examine the dimensions of the “patient” experience. Our approach is characterized by a multidisciplinary approach. With docters, patients, nurses, quality managers, marketing management, facility management, we have organised several quality groups (falicitated and accelarated by Spilter) where we explore basic issues as what kind of emotions experience patients when they are treated in the hospital. What are their basic needs. What are the emotions of their partners and their close family. What are the basic needs of the partners and family. What are the relevant moments in the medical process and doe the patient journey look like. What are the opportunities for hospitals and their staff to improve their performance on the so called patient touchpoints. How to redesign some of their processes in order to be more patient driven and more efficiënt at the same time. In one hospital we support quantitative research on these dimensions. Results will be available by the end of the year.