How service design can improve the patient experience
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/28717 |
Resumo: | Significant changes are taking place in healthcare organisations, where the pressure is increasing to develop personalised services that meet patients' needs while integrating the necessary resources. This research joins a stream of research that suggests that healthcare can be more patient-centred, where the role of the patient is redefined from passive recipient to more active and collaborative participant. Through the feedback of patients and health providers, the service design should improve service quality. It is essential first to identify the challenges in the service that need to be improved. The present study was developed according to answers given by patients and health providers from Portuguese cardiology units. Data were collected using two questionnaires. The main findings show that patient satisfaction is very high but can be improved through efficient management and digital innovation |
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How service design can improve the patient experienceHealthcareHealthcare organizationsPatient centricityPatient experiencePatient satisfactionService designSignificant changes are taking place in healthcare organisations, where the pressure is increasing to develop personalised services that meet patients' needs while integrating the necessary resources. This research joins a stream of research that suggests that healthcare can be more patient-centred, where the role of the patient is redefined from passive recipient to more active and collaborative participant. Through the feedback of patients and health providers, the service design should improve service quality. It is essential first to identify the challenges in the service that need to be improved. The present study was developed according to answers given by patients and health providers from Portuguese cardiology units. Data were collected using two questionnaires. The main findings show that patient satisfaction is very high but can be improved through efficient management and digital innovationInderscience2023-11-17T00:00:00Z2022-01-01T00:00:00Z20222023-05-25T14:30:46Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/28717eng1753-082210.1504/IJSEM.2022.127003Rego, S.Pereira, L.Dias, Á.Gonçalves, R.Lopes da Costa, R.info: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:RCAAP2023-12-03T01:18:14Zoai:repositorio.iscte-iul.pt:10071/28717Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:33:50.034608Repositório 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 |
How service design can improve the patient experience |
title |
How service design can improve the patient experience |
spellingShingle |
How service design can improve the patient experience Rego, S. Healthcare Healthcare organizations Patient centricity Patient experience Patient satisfaction Service design |
title_short |
How service design can improve the patient experience |
title_full |
How service design can improve the patient experience |
title_fullStr |
How service design can improve the patient experience |
title_full_unstemmed |
How service design can improve the patient experience |
title_sort |
How service design can improve the patient experience |
author |
Rego, S. |
author_facet |
Rego, S. Pereira, L. Dias, Á. Gonçalves, R. Lopes da Costa, R. |
author_role |
author |
author2 |
Pereira, L. Dias, Á. Gonçalves, R. Lopes da Costa, R. |
author2_role |
author author author author |
dc.contributor.author.fl_str_mv |
Rego, S. Pereira, L. Dias, Á. Gonçalves, R. Lopes da Costa, R. |
dc.subject.por.fl_str_mv |
Healthcare Healthcare organizations Patient centricity Patient experience Patient satisfaction Service design |
topic |
Healthcare Healthcare organizations Patient centricity Patient experience Patient satisfaction Service design |
description |
Significant changes are taking place in healthcare organisations, where the pressure is increasing to develop personalised services that meet patients' needs while integrating the necessary resources. This research joins a stream of research that suggests that healthcare can be more patient-centred, where the role of the patient is redefined from passive recipient to more active and collaborative participant. Through the feedback of patients and health providers, the service design should improve service quality. It is essential first to identify the challenges in the service that need to be improved. The present study was developed according to answers given by patients and health providers from Portuguese cardiology units. Data were collected using two questionnaires. The main findings show that patient satisfaction is very high but can be improved through efficient management and digital innovation |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-01-01T00:00:00Z 2022 2023-11-17T00:00:00Z 2023-05-25T14:30:46Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/28717 |
url |
http://hdl.handle.net/10071/28717 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1753-0822 10.1504/IJSEM.2022.127003 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Inderscience |
publisher.none.fl_str_mv |
Inderscience |
dc.source.none.fl_str_mv |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
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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1799134900044955648 |