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Medical Tourism Service I Designing the Middle East Patient Experience in Barcelona

A leading Spanish private healthcare provider wanted to launch a new service to attract medical tourist patients from the Middle East to their specialist eye clinic in Barcelona for cataract care. We used ethnographic methods to understand the expectations, needs and issues facing these patients and their families as they journey from the Middle East to receive care - from initial consultation to surgery and follow up recovery. And co-design methods to The result was a set of service concepts and a service blueprint co-designed with the specialist care team that enabled the private healthcare provider to offer more personalised, culturally-sensitive and effective care for these Middle East patients.

Client: QuironSalud private healthcare provider
Partner: IOB
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