Between horizons: how two care teams worked as one to make mobility possible
Every journey, long or short, begins with a sense of possibility - the pull of somewhere yet to be discovered, or the longing to return to the people and places that matter most. It is one of our most profound human instincts. Yet for patients receiving dialysis, that possibility can be harder to realise, constrained by the practical and clinical realities of treatment. d.HOLIDAY was created to bridge that gap - connecting patients to a global care network spanning 25 countries, so that dialysis does not define the boundaries of where life can take them.
In this story, between Saudi Arabia and Portugal, two of Diaverum’s most established d.HOLIDAY environments come together to demonstrate what connected care can make possible when a patient journey moves across borders, and new horizons are brought within reach.
Saudi Arabia: where confidence begins
Within d.HOLIDAY’s global network, Saudi Arabia stands out for the scale and maturity of its contribution, accounting for a quarter of all treatments and over half of Diaverum’s internal holiday dialysis activity.
Behind that scale is a highly coordinated system of clinicians, coordinators and support teams working to make travel feel achievable for patients. That is where Saudi Arabia’s strength lies: both in the scale of patient journeys it supports, and in the individualised care offered that creates the conditions to make these journeys possible - recognising that every one is as unique as the patient behind it, and that confidence to travel begins long before departure.
For Walaa Al Sabbagh, Head of Business Support and d.HOLIDAY Programme at Diaverum Saudi Arabia, the system’s objective is clear: “our role is not only to arrange treatment abroad. It is to help patients feel that travel is possible again. That means supporting them from the first conversation, understanding their needs, coordinating every detail with the receiving clinic, and reassuring them that they are not alone at any point in the journey.”
In this patient’s case, bringing that support to life at clinic level was Clinic Manager Dr Mohamed Abouzed, who was closely involved throughout the process and helped ensure he felt prepared, reassured and supported at every stage of the journey.
According to Hanaa Alshehri, Senior Social Worker in Saudi Arabia, the patient returned to Riyadh feeling happy, comfortable and reassured by his experience in Portugal: “he genuinely felt welcomed, supported throughout his journey. What stood out most was how comfortable he felt — as though he was still receiving care back home in Saudi Arabia.”
After resuming dialysis in Riyadh, the patient shared his experience with others at the clinic. What began as one patient’s journey soon became a source of reassurance for others — opening conversations and helping fellow patients see that travel, with the right support, could remain within reach.
“In many ways, the impact extended beyond a single patient,” adds Hanaa. “Seeing his experience empowered others to believe that travel can be possible while continuing treatment. That is what True care for life means in practice — helping patients live more fully, with the assurance to keep moving through the moments, places and relationships that matter to them.”
Portugal: ensuring confidence is rewarded
If Saudi Arabia helped make travel imaginable, Portugal ensured it felt possible from the moment the patient arrived. As one of d.HOLIDAY’s leading destinations in Europe, Portugal brings the scale and experience needed to translate months of planning and preparation into care that feels safe, familiar and reassuring.
At Diaverum’s Saldanha clinic in Lisbon, that preparation began long before the first treatment session. Clinical teams reviewed the patient’s requirements in advance, coordinated closely with colleagues in Saudi Arabia and ensured everything was in place before arrival. The result was not simply treatment delivered abroad, but a care experience that felt familiar, safe and deeply reassuring.
According to Marta Olim, d.HOLIDAY Coordinator Portugal, the patient felt “extremely welcomed” throughout the stay, which was coordinated by Head Nurse Fábio Rodrigues and Clinical Director Dr Silvia Ribeiro.
“A successful d.HOLIDAY journey is about much more than delivering treatment,” says Marta. “It is about meeting a patient at a moment when they are far from home and helping them feel safe, seen and genuinely cared for. By the time they arrive, many people have already worked to make the journey possible. Our role is to honour that trust - and to make sure the patient feels, from the first moment, that they have arrived in the right place.”
When care moves with the patient
The success of this journey was measured not only by the distance travelled, but by the continuity experienced. For the patient, it was a journey that felt seamless. For fellow patients, it opened up new possibilities. And behind it all was something less visible, but no less powerful: two care environments, thousands of kilometres apart, creating a single experience of care. Because when care moves with the patient, horizons that once felt distant begin to open again.
At the heart of d.HOLIDAY
Elenor Mårtensson, Global Customer Manager, emphasises that this is one of many examples of what d.HOLIDAY is about.
Behind every journey are medical teams and coordinators working together across borders to make travel possible. By creating confidence and a sense of safety, they turn uncertainty into something structured, supported and seamless — always with the patient at the centre, enabling a truly stress-free experience.
What makes d.HOLIDAY unique is how we combine human connection with digital solutions. Seamless coordination across both our internal and global network is enabled by technology, but it is the people behind it who transform planning into genuine care.
That balance is what defines d.HOLIDAY, and what allows patients to travel with confidence, knowing they are supported every step of the way.
