A customer journey perspective on service delivery system design: insights from healthcare

Ponsignon, Frédéric; Smart, Andi; Phillips, Laura

doi:10.1108/ijqrm-03-2018-0073

Cited by 23 publications

(34 citation statements)

References 63 publications

(142 reference statements)

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“…beds, operating theaters, availability of specialized professionals) (Kriegel et al , 2015; Elliott et al , 2015; Borenstein et al , 2016). On the other, hospitals can improve patient satisfaction and patient experience by focusing on the individual patient journey (Lutze et al , 2014; Ponsignon et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Challenges and potential improvements in hospital patient flow: the contribution of frontline, top and middle management professionals

Gualandi

Masella

Viglione

et al. 2020

JHOM

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PurposeThis study aims to describe and understand the contributions of frontline, middle and top management healthcare professionals in detecting areas of potential improvement in hospital patient flow and proposing solutions.Design/methodology/approachThis is a qualitative interview study. Semistructured interviews were conducted with 22 professionals in the orthopedic department of a 250-bed academic teaching hospital. Data were analyzed through a thematic framework analytical approach by using an a priori framework. The Consolidated Criteria for Reporting Qualitative (COREQ) checklist for qualitative studies was followed.FindingsWhen dealing with a hospital-wide process, the involvement of all professionals, including nonhealth professionals, can reveal priority areas for improvement and for services integration. The improvements identified by the professionals largely focus on covering major gaps detected in the technical and administrative quality.Research limitations/implicationsThis study focused on the professional viewpoint and the connections between services and further studies should explore the role of patient involvement. The study design could limit the generalizability of findings.Practical implicationsImproving high-quality, efficient hospital patient flow cannot be accomplished without learning the perspective of the healthcare professionals on the process of service delivery.Originality/valueFew qualitative studies explore professionals' perspectives on patient needs in hospital flow management. This study provides insights into what produces value for the patient within a complex process by analyzing the contribution of professionals from their particular role in the organization.

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Section: Introductionmentioning

confidence: 99%

Challenges and potential improvements in hospital patient flow: the contribution of frontline, top and middle management professionals

Gualandi

Masella

Viglione

et al. 2020

JHOM

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show abstract

“…This issue is still on the front burner with the persisting poor doctor-patient ratio in low-income countries. The opinion of the public, and in this instance the patients and their relatives, is critical to the success of health care service delivery [19]- [21]. The favourability (or otherwise) of their opinions determines further patronage and ease of relationship with the health institution [22]- [24].…”

Section: Discussionmentioning

confidence: 99%

Informed Consent in Surgical Practice in Port Harcourt: How Informed are the Patients?

et al. 2021

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Aim: The aim of this study was to ascertain the opinion of patients on counselling of the surgical patient in tertiary healthcare facilities in Port Harcourt in the months of May and June 2020. Background: Counseling of the surgical patient is a dynamic process and its scope which is individualized should arm the patient with information on the purpose and nature of the disease and treatment, etc. Materials and Methods: Four hundred and twenty respondents were recruited for this cross-sectional descriptive study carried out in the wards and specialist surgical out-patient clinics of Teaching Hospitals in Port Harcourt, Nigeria between the months of May and June 2020 using semi-structured questionnaires. Data obtained was analysed using the Statistical Package for the Social Sciences (SPSS) version 20.0. Results: Two hundred and twenty-five (53.6%) respondents asserted that they had counselling sessions for the surgical operation, 108 (25.7%) respondents opined that they did not have counselling session, while 87 (20.7%) were not sure if they had or not. Forty-five (10.7%) respondents asserted that the surgeons carried out the counselling. Only, 227 (54.0%) of the respondents affirmed that they were satisfied with the counselling sessions, while 104 (24.8%) respondents asserted that there was no counselling session at all. Conclusion: The opinion of patients on the counselling service experience is not entirely satisfactory. There is need for closer attention to be paid to issues of counselling of the surgical patient in order to ensure the full benefits of the services rendered.

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“…In regard to external efficiency or perceived customer quality, managers must understand that customers are also informants who can help them create value for both themselves and the company. Customer satisfaction results from the customer's experience of using the service (Ponsignon et al , 2018), and systems that enable customers to participate in the process of designing and producing services can increase customer satisfaction. Thus, service companies should design production processes to maximize customer experiences (Kohli and Jaworski, 1990; Verhoef et al , 2009).…”

Section: Discussionmentioning

confidence: 99%

Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies

Rew¹,

Jung²,

Lovett³

2020

TQM

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PurposeThis study investigates the relationships between innovation, quality, productivity and customer satisfaction in pure service companies. Previous studies have shown a negative relationship between quality and productivity in services. However, we argue the two can be positively related when innovation is present.Design/methodology/approachThis paper develops and tests hypotheses using secondary data from COMPUSTAT, KLD STAT and the American Customer Satisfaction Index (ACSI). We test these hypotheses using ordinary least squares regression and conduct additional testing using path analysis.FindingsThe findings show that quality and productivity are positively related when innovation is present in pure service companies. The findings also reveal find that innovation is antecedent to both service quality and productivity which in turn positively affect customer satisfaction.Practical implicationsBoth companies and customers can increase their outcomes including higher levels of service quality, productivity and customer satisfaction. Managers should therefore design innovative systems that enable customers to participate in service production. Other innovative systems may help to increase capacity utilization by smoothing high and low demand times, thus increasing both service quality and productivity.Originality/valueThis study contributes to service research by identifying innovation as the key to simultaneously increasing service quality and productivity. The authors find empirical support for a model in which service quality and productivity have a complementary relationship leading to customer satisfaction with innovation as an antecedent, and we do so using a sample of pure service firms.

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A customer journey perspective on service delivery system design: insights from healthcare

Cited by 23 publications

References 63 publications

Challenges and potential improvements in hospital patient flow: the contribution of frontline, top and middle management professionals

Challenges and potential improvements in hospital patient flow: the contribution of frontline, top and middle management professionals

Informed Consent in Surgical Practice in Port Harcourt: How Informed are the Patients?

Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies

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