How I optimise the patient experience at SOS Mains in Le Mans

In an SOS Main center located in the provinces, in the heart of a medical desert, the high influx of patients can sometimes seem at odds with the concept of individualized patient care.
However, at both the practitioner and team levels, we strive to ensure that each patient feels cared for as a whole person, both during consultations and in the operating room, whether for emergency or scheduled surgery.
The notion of individualized care extends beyond the patient's physical presence in the healthcare facility. Various technologies can facilitate remote interactions, such as appointment scheduling systems, adapted secretarial services, or dedicated communication channels (email, messaging platforms, etc.).
During treatment, the time spent with each patient is, of course, an important factor. In an emergency setting, however, this time may be limited. Despite this, technical resources (such as music chosen by the patient or videos), technological tools (detailed standard letters personalized via voice dictation, options for different types of anesthesia, etc.), and, most importantly, human factors (attention to personal details, choice of vocabulary, humor, meaningful exchanges, active listening, and empathy) all help to refocus care on the patient as an individual.
In this way, the interaction with the patient goes beyond the technical act itself and becomes an integral part of the healing process.