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Patient Experience, Case
Patient Experience, CaseLa Conselleria de Sanitat Valenciana drives continuous measurement of the patient experience
With RateNow, La Conselleria de Sanitat Valenciana has transformed feedback collection into a strategic tool for continuous improvement and healthcare quality.
La Conselleria de Sanitat Valenciana (The Valencian Ministry of Health), together with RateNow, has implemented an innovative automated system to measure the Patient Experience (PX) across hospitals and health centers throughout the region. Through digital surveys sent via SMS and real-time analysis, the project enables continuous listening to the patient’s voice, identifying areas for improvement, and making data-driven decisions that foster more human, efficient, and quality-oriented healthcare.
Diana Bardales, 2025 
6 min 
The challenge: Tracking the patient experience in a centralized and real-time way
Before the project’s implementation, La Conselleria de Sanitat Valenciana (The Valencian Ministry of Health) did not have a unified system to collect and analyze patient experience data.
Information was gathered sporadically by individual hospitals or health departments, making comparative monitoring, traceability, and the identification of common improvement areas difficult.
The need was clear: to have an automated, continuous, and comparable system capable of assessing healthcare quality based on the real patient experience—beyond traditional satisfaction surveys.
The solution: RateNow PX, a comprehensive vision of the patient experience
To make this project a reality, La Conselleria de Sanitat Valenciana relied on RateNow PX, the specialized solution for measuring and analyzing patient experience.
The pilot was deployed in three representative health departments of the Valencian healthcare system:
- Sant Joan d’Alacant University Hospital
- Castelló General University Hospital
- València Clinical University Hospital
The project covers the main areas of care, including Outpatient Consultations, Emergency Services, Hospitalization, Ambulatory Surgery, and Primary Care—offering a complete view of the patient journey within the public healthcare system.
The implementation was based on digital PREM surveys (Patient Reported Experience Measures), automatically sent by SMS after the medical service, allowing for the collection of patient opinions. The system includes segmentation capabilities to analyze results based on multiple variables, such as healthcare center, specialty, age, gender, type of visit, or attending professional.
"With this pilot project, validated PREM surveys have been created and adapted to our needs, designed to be accessible and ensure that all patients can participate, regardless of their physical or technological abilities. — Deputy Directorate General for Patient Care and Healthcare Quality, La Conselleria de Sanitat Valenciana"
Additionally, the project includes partial data traceability, allowing—when patients give consent—for personalized follow-up of their responses. All data is managed through RateNow Analytics, which provides real-time visualization via interactive dashboards, heat maps, and automatic comment categorization, generating periodic reports tailored to different management levels.
Thanks to this, La Conselleria de Sanitat Valenciana can analyze patient experience in real time, identify behavioral patterns, and make data-driven decisions—fostering continuous improvement in healthcare quality across the Valencian Community.
Results: A qualitative leap in healthcare evaluation
The implementation of RateNow PX has enabled representative and high-quality participation across all areas:
- Outpatient Consultations: 14%
- Emergency Services: 15%
- Hospitalization: 13%
- Ambulatory Surgery (CMA): 9%
- Primary Care: 6%
Total volume of feedback collected:
"The surveys are distributed by SMS in real time, allowing agile measurement and analysis of results, and thus continuously detecting improvement areas. This enables us to implement action plans to address them and enhance the quality of the care provided. — Deputy Directorate General for Patient Care and Healthcare Quality, La Conselleria de Sanitat Valenciana"
Conclusions: Actionable data and a culture of continuous improvement
The project has generated unprecedented qualitative richness—nearly 45% of surveys include open comments, offering deep and contextual insights. These insights are analyzed through text analytics tools and heat maps, facilitating visual data interpretation.
RateNow PX also enables segmentation across centers, services, and patient profiles, allowing differences to be identified by age, gender, or visit type, thereby facilitating data-driven decision-making for continuous improvement.
Finally, this project represents a milestone at both regional and national levels, as it is the first of its kind in Spain implemented directly by a regional Ministry of Health. With it, the Valencian Community positions itself as a benchmark in patient experience measurement and management—moving toward a more human, transparent, and continuously improving healthcare model.
Discover how RateNow can help your organization enhance healthcare quality — contact us.
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