This article presents the results of a research project conducted in Piedmont among patients suffering from serious illnesses. The project’s aims included studying the negotiations embarked on by the people suffering these illnesses in their relations with the health services and the consequent construction of a "negotiated order" in their therapeutic relations. In particular, the project investigated the social processes whereby the patients, their relatives and their carers construct this order. One process that was found to be fundamental was that of "personalisation". This process had already been identified as a hinge factor by the current health legislation and is analysed here from a perspective that breaks with the traditional point of view of the health system’s organisation, so as to adopt the point of view of the patients and thus to practise interaction design.
Keywords: Right to health - Negotiated order - Therapeutic relationship -Personalisation - Patients