Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries?
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.14/41284 |
Resumo: | A high level of bureaucracy and a low level of digitization lead to inefficient administrative tasks, especially payment processes for privately insured persons and out-of-pocket expenses, in medical clinics in Germany. Technological innovation can digitize the processes and improve the customer- and user-experience significantly as seen in online retail. This study applies qualitative research, i.e., semi-structured interviews, with patients and medical clinics to explore if there is a need for technological change of payment processes clinics in Germany and what are the requirements for a convenient payment process. Combined with learnings from the literature recommendations for healthcare organizations are derived so that these push digital solution in the market. The findings indicate a general satisfaction of clinics and patients with the payment process as they do not verbalize a need for technological change. However, they express a non-verbalized need for change. Based on how they talk about payment processes, they are subconsciously revealing they do not believe that change is possible in the healthcare industry. Healthcare organizations can drive technological change and implement payment processes which create a convenient customer- and user-experience by probing stakeholders with different options (e.g., from online retail) to overcome inertia and a lack of capacity to stimulate expressing their needs. |
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Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries?ComputersDigital servicesHealthcareClinicsPaymentComputadoresServiços digitaisCuidados de saúdeClínicasPagamentoDomínio/Área Científica::Ciências Sociais::Economia e GestãoA high level of bureaucracy and a low level of digitization lead to inefficient administrative tasks, especially payment processes for privately insured persons and out-of-pocket expenses, in medical clinics in Germany. Technological innovation can digitize the processes and improve the customer- and user-experience significantly as seen in online retail. This study applies qualitative research, i.e., semi-structured interviews, with patients and medical clinics to explore if there is a need for technological change of payment processes clinics in Germany and what are the requirements for a convenient payment process. Combined with learnings from the literature recommendations for healthcare organizations are derived so that these push digital solution in the market. The findings indicate a general satisfaction of clinics and patients with the payment process as they do not verbalize a need for technological change. However, they express a non-verbalized need for change. Based on how they talk about payment processes, they are subconsciously revealing they do not believe that change is possible in the healthcare industry. Healthcare organizations can drive technological change and implement payment processes which create a convenient customer- and user-experience by probing stakeholders with different options (e.g., from online retail) to overcome inertia and a lack of capacity to stimulate expressing their needs.Um elevado nível de burocracia e um baixo nível de digitalização tornam as tarefas administrativas ineficientes. Tal é especialmente verdade em clínicas médicas na Alemanha no que diz respeito aos processos de pagamento para segurados privados e pagamentos “out-ofpocket”. A tecnológica pode digitalizar os processos e melhorar a experiência do utilizador. Isto acontece já no comércio a retalho online. Este estudo utiliza metodologia qualitativa, através de entrevistas semi-estruturadas, com pacientes e clínicas médicas para explorar se há necessidade de mudança tecnológica e dos processos de pagamento nas clínicas alemãs e quais são os requisitos para um processo de pagamento mais conveniente. Dos resultados e da literatura, são extraídas recomendações para as organizações de saúde exigirem soluções digitais adequadas do mercado desoluções digitais. Os resultados indicam uma satisfação geral das clínicas e pacientes com o processo de pagamento, uma vez que não verbalizam uma necessidade de mudança tecnológica. No entanto, expressam uma necessidade de mudança não verbalizada. Com base na forma como falam sobre os processos de pagamento, revelam subconscientemente que não acreditam que a mudança seja possível na indústria dos cuidados de saúde. As organizações de cuidados de saúde podem impulsionar a mudança tecnológica e implementar processos de pagamento que criam uma experiência conveniente para os clientes e utilizadores, sondando as partes interessadas com diferentes opções (por exemplo, do retalho online) para superar a inércia e a falta de capacidade de estimular a expressão das suas necessidades.Martins, HenriqueVeritati - Repositório Institucional da Universidade Católica PortuguesaKleine, Lara2023-06-01T15:31:06Z2023-01-262023-012023-01-26T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.14/41284TID:203277759enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-12T17:46:51Zoai:repositorio.ucp.pt:10400.14/41284Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T18:33:56.646938Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
title |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
spellingShingle |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? Kleine, Lara Computers Digital services Healthcare Clinics Payment Computadores Serviços digitais Cuidados de saúde Clínicas Pagamento Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
title_short |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
title_full |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
title_fullStr |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
title_full_unstemmed |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
title_sort |
Person centric payment interactions in healthcare : how could a future healthcare payment system look like and what can we learn from other industries? |
author |
Kleine, Lara |
author_facet |
Kleine, Lara |
author_role |
author |
dc.contributor.none.fl_str_mv |
Martins, Henrique Veritati - Repositório Institucional da Universidade Católica Portuguesa |
dc.contributor.author.fl_str_mv |
Kleine, Lara |
dc.subject.por.fl_str_mv |
Computers Digital services Healthcare Clinics Payment Computadores Serviços digitais Cuidados de saúde Clínicas Pagamento Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
topic |
Computers Digital services Healthcare Clinics Payment Computadores Serviços digitais Cuidados de saúde Clínicas Pagamento Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
description |
A high level of bureaucracy and a low level of digitization lead to inefficient administrative tasks, especially payment processes for privately insured persons and out-of-pocket expenses, in medical clinics in Germany. Technological innovation can digitize the processes and improve the customer- and user-experience significantly as seen in online retail. This study applies qualitative research, i.e., semi-structured interviews, with patients and medical clinics to explore if there is a need for technological change of payment processes clinics in Germany and what are the requirements for a convenient payment process. Combined with learnings from the literature recommendations for healthcare organizations are derived so that these push digital solution in the market. The findings indicate a general satisfaction of clinics and patients with the payment process as they do not verbalize a need for technological change. However, they express a non-verbalized need for change. Based on how they talk about payment processes, they are subconsciously revealing they do not believe that change is possible in the healthcare industry. Healthcare organizations can drive technological change and implement payment processes which create a convenient customer- and user-experience by probing stakeholders with different options (e.g., from online retail) to overcome inertia and a lack of capacity to stimulate expressing their needs. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-06-01T15:31:06Z 2023-01-26 2023-01 2023-01-26T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.14/41284 TID:203277759 |
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http://hdl.handle.net/10400.14/41284 |
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TID:203277759 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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