Althaia Manresa’s patient experience unit receives the award for the best project in the innovation category at the 2025 Shared Patient Experience European Awards

The Althaia Foundation and Manresa City Council have led an integrated social and healthcare project involving other institutions in the territory, including the Catalan Health Institute, Sant Andreu Salut and UManresa. The SiSS Manresa (Integrated Health and Social Services) model targets chronically ill people with a high degree of dependency and a need for social and health services who receive all this support at home.

The Cuida Cuida’t platform provides personalised services for informal caregivers, the person who is cared for and the professionals who care for these people at home in a proactive, predictive (AI) and preventive manner. It has been designed with strategic and participatory design methodologies integrating nursing, occupational therapy, social work, family work, informal caregivers and the SiSS Manresa team, with the support of the TIC Salut Social Foundation for the methodology and the Digimevo firm for the development of the technology, content and communication.

In this regard, Althaia Manresa’s patient experience unit has received the award for the best project in the innovation category at the 2025 Shared Patient Experience European Awards. These European-wide awards acknowledge initiatives that significantly improve the patient experience within a healthcare organisation. They establish three categories: experience in emergency situations, experience in communication and experience as a driver of innovation. Three Catalan hospitals reached the finals in each of the categories this year. The above demonstrates the excellent level of the community of practice regarding the patient experience in Catalonia.

Hospital Sant Joan de Déu Barcelona in the emergency category, Santa Creu and Sant Pau Hospital in the communication category and, in the PX category as a driver of innovation, the Althaia Manresa Foundation, which won with the application of an innovative patient experience model to develop the Cuida Cuida’t solution, a service platform for caregivers, within the framework of the SiSS (Integrated Health and Social Services) for home care.

The Cuida Cuida’t platform, winner of the PX award as a driver of innovation

The purpose of the platform is to provide support, services, information and training for people who receive care at home, informal caregivers and professionals. It offers immediate access to resources, collects testimonies and opinions and promotes empowerment in the care process, encouraging more humane care expressly focused on people’s real needs with a bio-psycho-social approach based on their risk of claudication.

The process of creating and developing the Cuida Cuida’t platform made the three ongoing transitions that we can observe more tangible in terms of PX discipline. New subject: from patient to person; a new relational model: from participation to co-management, and a new purpose: from user to ecosystem.

SiSS Manresa Team

The first transition refers to the new subject of the PX. The patient experience, with integrated social and health care, is consolidating an expansion of its perimeter, with citizens and professionals demanding the express incorporation of other concepts, such as the person, and a bio-psycho-social approach.

Secondly, a new relational model is emerging, incorporating the five “P”s: Participatory, Proactive, Predictive, Preventive and Personalised, an empowered citizen model with the five “C”s: Co-management, Co-responsibility, Commitment, Connection and Conscience.

The third layer is a new purpose which is tangible in the evolution of the methodological apparatus based on the UCD (user-centred design), with techniques specific to design thinking and co-creation, the design of services (user experience journeys, empathy maps, etc.) and new value propositions (lean startup) towards systemic design.

The complexity inherent in integrated care ecosystems, with highly diverse agents in the territory, required new tools. These had been used in the conceptualisation of the SiSS model with the Manresa-Bages Shared Health and Social Agenda (RIS3CAT 2030) to address the challenges posed by dependency and vulnerability in the territory. The design of the experience also exemplifies this leap with systemic tools (maps and models) that facilitate alignment and practices shared by the different agents involved in the delivery of the service and their experience.

The Cuida Cuida’t platform has been created with participatory methodologies and it promotes empowerment and a holistic approach to meet the real needs of each person, thus improving their experience and quality of life at home.

SPX European Award