Abstract:

This paper describes a project carried out for Philadelphia, one of the largest health care facilities in The Netherlands for people with severe mental disabilities. It outlines how research helps Philadelphia to learn the needs of a group of people that inherently have difficulties in expressing these. Profound understanding inspired Philadelphia to create a new holistic vision for care, enabling its clients to live a full life. This paper sets out what customer centricity can bring, if we listen to the voices that aren't always heard.