Working with our patients as a team

Cruces University Hospital - Spain

Cruces University Hospital is a public institution of the Basque Health Service (Osakidetza) that offers its services to the health regions of Ezkerraldea-Enkarterri and Uribe in Biscay, with over 370,000 inhabitants. 55% of the patients who need to be cared for at our hospital are from these geographical areas. However, our hospital's area of influence geographically goes beyond these regions, and attends to many people with a need for complex health care in which the Cruces University Hospital acts as a reference center within and outside the Basque self-governing community: colorectal and pediatric ostomy center, major burns, liver and kidney transplant, human reproduction, heart surgery, pediatrics/ maternity, Parkinson’s surgery, oculoplastics, epilepsy unit and spinal cord injury unit. The Nephrology Department includes in its portfolio of patient care services both inpatient and outpatient consultations and several diagnostic and treatment techniques (such as peritoneal dialysis, hemodialysis, etc.). In addition, this service is a reference in renal transplantation. In 2013 we treated 707 patients and performed 15,868 dialysis procedures and 156 renal transplants. We also provide a complimentary doctor-nurse consultation, in order to serve patients in predialysis, reinforcing the personalized patient care (called “ERCA consultation”). Our Hospital uses creativity as a tool in problem resolution and we have implemented creative thinking techniques to work with our patients as a team in the search of new ways to serve them and anticipate their needs and expectations.

Desired Results

  • Improve customer satisfaction and quality of life of chronic kidney patients.
  • Implement new strategies for better patient care and promote patients’ autonomy.
  • Provide patients and caregivers with understandable, relevant information.
  • Create new spaces for dialogue and communication between professionals, patients and caregivers.
  • Identify needs and expectations of patients and professionals in order to improve the management of chronic kidney disease.


Cruces University Hospital, in alignment with the strategy of the Basque Health Service (Osakidetza), is committed to boosting citizen responsibility in health care. Within this scheme, the Nephrology Department has established a strategy for better patient care, in order to involve our patients in the management of their health.

Read more and download the full submission document.

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