Proceedings of the 3rd IPLeiria’s International Health Congress (2025)

Zuber’s Ten Principles of Patient- Centric Patient Experience and a Framework

SRINIVAS PUBLICATION, 2021

A patient-centric patient experience is a key to high-quality healthcare service industry since; it has been observed that the patients with good experience add trust, cohesiveness with treating the healthcare team and a better continuity of care, which leads to a better outcome and excels patient experience. Objective: To develop a patient-centric patient experience framework. Method: This is a review of literature study and the data were collected with comprehensive searches in the online databases of goggle scholars and research gate. Conclusions: The study concluded with “Zuber’s ten principles of patient-centric patient experience and a framework.”

The four Ps of patient experience: A new strategic framework informed by theory and practice

Health Marketing Quarterly, 2018

This article proposes a new strategic framework to assist healthcare organizations in achieving great patient experiences in the healthcare setting. We synthesize models of practice and literature relevant to the patient experience in order to propose the four Ps of patient experience. Key levers used in this model are: (a) trained autonomous physicians, (b) multidisciplinary partners, (c) alternative places of care delivery matched to patient conditions and needs, and (d) standardized yet flexible processes. Healthcare leaders will be able to use the proposed framework to develop detailed strategies toward improving patient satisfaction and experiences.

What does the patient have to say? Valuing the patient experience to improve the patient journey

BMC Health Services Research, 2021

Background Patient-reported data—satisfaction, preferences, outcomes and experience—are increasingly studied to provide excellent patient-centred care. In particular, healthcare professionals need to understand whether and how patient experience data can more pertinently inform the design of service delivery from a patient-centred perspective when compared with other indicators. This study aims to explore whether timely patient-reported data could capture relevant issues to improve the hospital patient journey. Methods Between January and February 2019, a longitudinal survey was conducted in the orthopaedics department of a 250-bed Italian university hospital with patients admitted for surgery; the aim was to analyse the patient journey from the first outpatient visit to discharge. The same patients completed a paper-and-pencil questionnaire, which was created to collect timely preference, experience and main outcomes data, and the hospital patient satisfaction questionnaire. The fi...

Re-Doing Patient Experience Through Design-Led Research

2019

This thesis researches and examines how ‘patient experience’ is understood and approached through practice in healthcare, social science and design. In the UK, there is a considerable effort to access, measure and improve patient experience in the National Health Service (NHS). It is considered to be something that can be defined and thus made available for intervention alongside and in ways comparable to measures of clinical effectiveness and safety. As such, current approaches to patient experience from healthcare, social science and design will be set out, identifying different assumptions that figure the patient and patient experience in radically different ways. The thesis will then go on to use the notion of performativity to show how different methods and techniques – and their associated rationalities – that aim to capture, measure and improve patient experience actually produce and enact different versions of patient experience. The empirical and practice-based element of t...

Reexamining “Defining Patient Experience”: The human experience in healthcare

Patient Experience Journal, 2021

In 2014, the authors came together with the explicit purpose of understanding how people were defining patient experience. 1 Our broad review and analysis of the literature led us to a few critical points. One, as our review showed, there was an absence of a commonly used definition around patient experience in healthcare. Two, while consistency in the use of one definition was not revealed, there was great alignment around central components seen as critical to patient experience. Three, we highlighted the recurrence of key concepts from the literature that are also found in the definition offered by The Beryl Institute that include: 'sum of all interactions,' 'the influence of organizational culture,' 'patient perceptions,' and the importance of considering experiences 'across the continuum of care.' While this initial inquiry took place seven years ago, we would suggest that these core definitional concepts are no less relevant today and, in fact, may have grown in significance, as those in healthcare have come to better understand the scope and scale of experience. Hence, the purpose of this paper is to assess how the definition has evolved to encompass novel and timely viewpoints that complement the original definition and understand how-and in what ways-the definition has advanced. The definition of patient experience was a significant milestone. It provided simple language for the truly complex nature of what patient experience is and has ultimately served as a foundation for framing the human experience in healthcare. The human experience in healthcare integrates the sum of all interactions, every encounter among patients, families and care partners and the healthcare workforce. It is driven by the culture of healthcare organizations and systems that work tirelessly to support a healthcare ecosystem that operates within the breadth of the care continuum into the communities they serve and the ever-changing environmental landscapes in which they are situated. The human experience in healthcare ultimately is the fruit born from the core of patient experience itself.

How service design can improve the patient experience

International Journal of Services, Economics and Management

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. Thus this thesis joins a stream of research that suggests that healthcare can be more patient-centered, 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. Statistical analysis involved descriptive statistical measures and inferential statistics. According to the results, it was concluded that, in general, patients have a positive attitude towards the cardiology service and, consequently, their experience is also positive, and it can be stated that patients tend to value more the relationship of closeness and empathy with health providers, the involvement in decisions and safety. The perception of health professionals is close to the patients' reality. The main findings are based on environmental factors that should be more present as maintenance/equipment quality and temperature. On the high percentage of patients (36.9%) that find it difficult or very difficult to find someone in the service with whom they can talk about their concerns. Another is related to the importance of education for the experience.

Experience-based design: from redesigning the system around the patient to co-designing services with the patient

with the patient system around the patient to co-designing services Experience-based design: from redesigning the http://qshc.bmj.com/cgi/content/full/15/5/307 Updated information and services can be found at: These include: References http://qshc.bmj.com/cgi/content/full/15/5/307#otherarticles 1 online articles that cite this article can be accessed at: Rapid responses http://qshc.bmj.com/cgi/eletter-submit/15/5/307

Special Issue - Past, present and future challenges on customer experience: Digging knowledge across sectors

MERCATI & COMPETITIVITÀ, 2019

Experiences are everywhere, and everything is an experience. None of other marketing concepts has probably captured more attention of scholars and practitioners simultaneously, and more consistently across time, than the so-called "Customer Experience". Indeed, experiential marketing roots its origin in the early 1980s (Holbrook & Hirschman, 1982; Holbrook & Corfman, 1985), when academicians started to suggest a shift from primarily utilitarian conceptions of consumer behaviour towards an expanded experiential and phenomenological perspective where hedonic, symbolic, and aesthetic aspects of consumption are key aspects to be considered when grasping to fully understand consumption acts. Since then, the experiential paradigm has been attracting huge attention from both researchers belonging to different disciplines (e.g. marketing, sociology, anthropology, psychology, etc.) and the industry. Over time, different frameworks have arisen, where consumer experience has been conceptualised as a combination of escapism, aesthetics, entertainment and education (Pine & Gilmore, 1999), or dimensions of strategic experiential modules (Schmitt, 1999), namely sensory experience (SENSE), emotional experience (FEEL), thinking experience (THINK), operational experience (ACT) and related experiences (RELATE). More re

Offering memorable patient experience through creative, dynamic marketing strategy

Journal of medicine and life

Creative, dynamic strategies are the ones that identify new and better ways of uniquely offering the target customers what they want or need. A business can achieve competitive advantage if it chooses a marketing strategy that sets the business apart from anyone else. Healthcare services companies have to understand that the customer should be placed in the centre of all specific marketing operations. The brand message should reflect the focus on the patient. Healthcare products and services offered must represent exactly the solutions that customers expect. The touchpoints with the patients must be well mastered in order to convince them to accept the proposed solutions. Healthcare service providers must be capable to look beyond customer's behaviour or product and healthcare service aquisition. This will demand proactive and far-reaching changes, including focusing specifically on customer preference, quality, and technological interfaces; rewiring strategy to find new value f...

Understanding patient experience

Proceedings of the 11th EAI International Conference on Pervasive Computing Technologies for Healthcare

The term 'patient experience' is currently part of a global discourse on ways to improve healthcare. This study empirically explores what patient experience is in cardiac remote monitoring and considers the implications for user experience (UX). Through interviews around the deployment of a mobile app that enables patients to collaborate with clinicians, we unpack experiences in six themes and present narratives of patients' lifeworlds. We find that patients' emotions are grounded in negative feelings (uncertainty, anxiety, loss of hope) and that positive experiences (relief, reassurance, safety) arise from getting feedback on symptoms and from continuous and comforting interaction with clinicians. With this paper, we aim to sensitise UX researchers and designers of patientcentred e-health by proposing three UX dimensions: connectedness, comprehension, and compassion.