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Delivering the right patient experience | Deloitte solution


Your challenge

Delivering the right patient experience

  • Patient’s rights and obligations becomes an increasingly important consideration for health care providers especially in light of the regulatory and legislative changes impacting the sector. The new directive 2011/24/EU on the application of patients’ rights in cross-border healthcare and its transposition into national law reinforces the importance of the patient. The new national legislation needs to have been implemented by 2013
  • These changes imply an increasingly competitive environment which require from the health care providers to have a sound understanding of their patients’/ consumers’ expectations as regards personalisation, security, service providers, dependability, transparency in order to maximise the patients’/customers’ experience
  • This shall allow assistance to the patients/client in evaluating and selecting the adequate health care options; efficient clinical itineraries and employee engagement that translate into improved patients experience

Our solution

  • Definition of short-, medium and long-term strategies and associated roadmaps to deliver a customer experience corresponding to their service expectations and the increased cross-border comparison possibilities
  • Linking the organisation’s vision and strategy to tangible actions, objectives and goals
  • Capability assessments and identification of gaps that need to be closed in order to achieve the organisational vision (dimensions: people, technology and processes)
  • Performing comparative performance analysis to highlight deficiencies and key strengths that may significantly impact patient experience
  • Application of proven risk management techniques and methods to your environment
  • Support in setting up frameworks that comply with evolving regulatory requirements
  • Adaption of organisational structures to meet changes in governance and external evolutions
  • Optimisation of clinical processes and itineraries
  • Development and analysis of patient satisfaction surveys
  • Development of communication and marketing strategies in order to key initiatives and help position your organisation towards your customer base

This flyer is also available in German.

Page Last Updated


Luc Brucher
Deloitte Luxembourg
Job Title:
Partner | Audit
Tel: +352 451 454 704



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