Healthcare systems are affected by different factors can be summarized in systemic pressures and pandemic pressures. These factors can be “non-modifiable” and are linked to the socio-demographic condition of a population and to the individual characteristics of the patients or “modifiable” and are linked to the organizational model of the healthcare services.

The traditional hospital approach, largely based on functionally and structurally closed organizational models, developed around single disciplines, has not still delivered an effective response to these complex needs.

The Covid-19 pandemic with more than 8 million infected in Italy has exacerbated historical problems of the health systems. Local health Authorities have faced a double track of activities: Covid emergency trying to avoid a significant reduction in the provision of services for non-Covid patients.

At this historical juncture, the S. Orsola Polyclinic has developed a project to improve patients pathway involving professionals giving them operational tools for analyzing the problem and methods for identifying effective responses.

This work shows that from the root causes analysis of the different steps of the patient’s path, it is possible to identify solutions that impact on the organizational aspects (modifiable) by tailoring the approach for the individual patient (not modifiable) in a patient-centered perspective.