Our commitment to patient centricity
Patient centricity at Fresenius means prioritizing multifaceted patient needs and experiences by providing holistic care through leading medical products and services – in inpatient and outpatient settings.
Patient satisfaction
In order to meet our quality and care standards, we have to understand our patients’ needs. That is why Fresenius Helios uses the Net Promoter Score (NPS) to gauge patient satisfaction in Spain and Colombia. This metric measures the likelihood of patients recommending us after a hospital contact.
Two days after leaving the hospital, patients who have been treated as inpatients, outpatients, or as emergencies are sent an e-mail asking them whether they would recommend the hospital and its services to others. They can state their experience of communication during the treatment process or the procedures during their time at the hospital. The results are evaluated centrally for each hospital by medical discipline and hospital department.
For 2025, the combined NPS for Spain and Colombia was 68.3, representing a two-point rise on the figure for 2024. This is due in particular to improvements in laboratory tests, outpatient services, and X-rays and other imaging procedures.1
Fresenius Helios has also been trialing the NPS at German hospitals since April 2025.
Nuria Díaz
Quality & Patient Experience Director at Quirónsalud
“We have been working on our Emergency Care Treatment Manual to improve the patient experience in one of the most sensitive and complex areas: emergency services. The manual aims to create a common language, standardize behaviors, and strengthen standards for communication, attitude, and empathy. It also supports teamwork by assigning clear responsibilities, improving coordination under pressure, and promoting consistent handovers. This allows patients to experience the service from one connected team. As a result, hospitals that have implemented the manual have seen an increase of up to 15 NPS points.”
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Moments that create impact: How patient experience takes shape at Quirónsalud
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We have launched various initiatives in our Spanish hospitals to improve the patient experience. Find out more in the Highlight Story: Moments that create impact: How patient experience takes shape at Quirónsalud.
Sébastien Guery
Head of the Nutrition Business Unit at Fresenius Kabi
“At Fresenius Kabi, we develop products designed to make everyday life easier for patients – from intuitive application to solutions tailored to individual nutritional needs. Regular feedback, for example through surveys, helps us to create products that are not only medically effective but also easy to use on a daily basis and meet the needs of diverse patient groups.”
Fresenius Kabi: plant-based tube feed
Tube feeding plays an important role in supporting patients at risk of malnutrition, such as those undergoing surgical intervention. With the medical nutrition range Fresubin®, Fresenius Kabi provides targeted support through oral nutritional supplements and complete tube feeds.
In 2025, Fresenius Kabi launched Fresubin® PLANT-BASED, a high-energy, high-protein tube feed with all vegan sources of vitamins, minerals and trace elements. It is designed to fit dietary choices of patients preferring plant-based options and those who have cow milk allergy or intolerance. Certified by V-Label International, Fresubin® PLANT-BASED meets the standards for vegan and vegetarian products.
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Resistant pathogens: Prevention in hospitals and when manufacturing antibiotics
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Safety in our facilities
Hygiene specialists regularly carry out inspections in our healthcare facilities to minimize potential hazards for patients. This is how we aim to prevent infections caused by contact with germs.
Substances are also used in the production of medicinal products that can have an impact on the environment. For this reason, Fresenius Kabi has put processes in place when manufacturing antibiotics, for example, to help mitigate the risk of antimicrobial resistance. Find out more in the Highlight Story: Resistant pathogens: Prevention in hospitals and when manufacturing antibiotics.
Smart patient care – self-determined and informed
We want to exploit the potential of digital technologies and artificial intelligence (AI) to improve the therapy experience for patients and enhance treatment options – in line with ethical standards, data protection requirements, and the principle of transparency.
Find out how patients in Spain can benefit from the Casiopea digital platform in the Highlight Story: Enhancing patient experience: Bridging digital care and energy consumption.
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Enhancing patient experience: Bridging digital care and energy consumption
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With the aid of digital solutions, we can improve diagnostics, offer new treatment options, and continue to enhance interaction with our patients.
Forming partnerships to promote digital healthcare
We want to promote digital healthcare innovations with partners like the software company SAP. To this end, the global healthcare expertise of Fresenius is combined with SAP’s technologies. The shared aim is to create an open and integrated healthcare ecosystem that will enable hospitals and medical facilities to exchange and use data as well as utilize AI – in compliance with all regulatory requirements. Digital and AI-supported solutions are designed to make processes more efficient, creating more space for patient care.
The partnership is set to be based on various forms of cooperation, including joint investments in start-ups and scale-ups, joint technological developments, and cooperation in line with the coordinated governance structures of both companies.
How digitalization and AI support patient care at Quirónsalud
In 2025, Quirónsalud introduced a new digital initiative focused on patient care: Proyecto Salud (Healthcare Project), featuring Trayectorias Asistenciales (Clinical Pathways) – an integrated model that replaces single, isolated actions with a smooth, continuous treatment process. When a specific diagnosis is made, the physician starts a personalized visit plan, which automatically triggers all standardized and appropriate services for that health condition. Patients can access all relevant information about their condition and treatment plan through the digital Patient Portal. This system improves appointment coordination and adapts workflows to expected demand.
Meanwhile, the AI program Scribe supports medical professionals by transcribing consultations and creating reports, freeing up time for what truly matters: direct interaction and meaningful communication with patients.
4
million patientshave had consultations supported by Scribe since Quirónsalud started using it (by year-end 2025).
8,000
physiciansnow use Scribe regularly in their clinical practice (by year-end 2025).
Everyday digital companions
In order to ensure that patients get the best possible support – not just in the hospitals, but also in everyday life – we are on hand to assist them when using our products and give them comprehensive information. To this end, Fresenius Kabi offers a range of information and support programs, such as the KetoApp. This helps people with chronic kidney disease to eat a varied diet that is appropriate to their disease.
1 Fresenius provides detailed information on the NPS in the audited Sustainability Statement 2025.