Diariamente, las Instituciones Prestadoras de Salud (IPS) orientan más sus esfuerzos por cumplir las exigencias de ley para brindar un servicio básico de salud, otras van más allá y logran implementar un Sistema de Gestión de Calidad que garantice la prestación del servicio, sin embargo el concepto ha evolucionado y el paciente también, actualmente el propósito no radica en lograr la satisfacción del paciente, sino en crear entorno a él y su familia y en quienes prestan el servicio, una verdadera experiencia de servicio según el principio de atención centrada en la persona. El Servicio de Urgencias que es una de las unidades más álgidas por su naturaleza dentro del complejo hospitalario, es donde los pacientes están menos satisfechos, aquí se enfrentan a una cantidad de momentos de verdad en altas condiciones de sensibilidad, que pueden ser favorables o críticos y que en su totalidad no están contemplados en un Modelo de Atención, pero que si se pueden definir en una herramienta como el Customer Jorney Map, donde se identifican los vacíos que las instituciones no ven pero que al involucrar al paciente son visibles, dicha herramienta es el punto de partida para la elaboración de una Estrategia de Servicio que dentro de sus propósitos logrará convertir un momento crítico en una experiencia memorable. Este trabajo, toma como estudio el servicio de urgencias de una clínica de III y IV nivel de complejidad de Bogotá, a partir del modelo de atención vigente, se planteará un Mapa de Experiencia del Paciente, que sirva de base para generar una Estrategia de Servicio enfocada en la atención centrada en la persona. Nowadays, Health Provider Institutions (IPS) increasingly drive their efforts to comply with legal requirements to provide basic health service. Others go beyond that and manage to implement a Quality Management System that guarantees the provision of services. However, such concept has evolved as well as the patient. Currently, the purpose is not to achieve patient satisfaction, but to create a real service experience around them, their families and those who provide the service, according to the principle of care focused on the person. The Emergency Service, one of the most critical units due to its nature within the hospital complex, is where patients are less satisfied since it is there where they face a number of Moments of Truth in high sensitivity conditions. The latter may be favorable or critical, and not entirely contemplated in a Model of Attention. However, if they can be defined in a tool such as the Customer Journey Map, which identifies the gaps that institutions cannot see, but are made visible when the patient is involved, such tool may become the starting point for the elaboration of a Service Strategy that, within its purposes, will turn a critical moment into a memorable experience. This work studies the Emergency Service of a Clinic of III and IV level of complexity of Bogotá based on the current care model. A Patient Experience Map will be proposed, which will serve as the basis for generating a Service Strategy focused on person-centered care. Nowadays, Health Provider Institutions (IPS) increasingly drive their efforts to comply with legal requirements to provide basic health service. Others go beyond that and manage to implement a Quality Management System that guarantees the provision of services. However, such concept has evolved as well as the patient. Currently, the purpose is not to achieve patient satisfaction, but to create a real service experience around them, their families and those who provide the service, according to the principle of care focused on the person. The Emergency Service, one of the most critical units due to its nature within the hospital complex, is where patients are less satisfied since it is there where they face a number of Moments of Truth in high sensitivity conditions. The latter may be favorable or critical, and not entirely contemplated in a Model of Attention. However, if they can be defined in a tool such as the Customer Journey Map, which identifies the gaps that institutions cannot see, but are made visible when the patient is involved, such tool may become the starting point for the elaboration of a Service Strategy that, within its purposes, will turn a critical moment into a memorable experience. This work studies the Emergency Service of a Clinic of III and IV level of complexity of Bogotá based on the current care model. A Patient Experience Map will be proposed, which will serve as the basis for generating a Service Strategy focused on person-centered care.