Modeling the Patient-Physician Service Encounter: Improving Patient Outcomes

Hausman, Angela

doi:10.1177/0092070304265627

Cited by 128 publications

(177 citation statements)

References 86 publications

Supporting

Mentioning

159

Contrasting

Unclassified

Order By: Relevance

“…As Brown and Swartz (1989) and Spake and Bishop (2009) point out, the interaction has a significant impact on patients' quality perceptions in this type of service. The findings of our study are also consistent with research by Hausman (2004) which evaluates the influence of interpersonal relationships on the outcome of encounters and the motivation of patients to follow the treatment provided by the doctor. As Chenet et al (2000) and Mattila (2004) found, trust is one of the key elements in order to evaluate service performance and reduce perceived risk in services.…”

Section: Discussionsupporting

confidence: 90%

“…Especially the crucial co-creation role patients have in the development of the treatment and outcome of health services makes it important for doctors to build a relationship with patients and understand their needs, values, and expectations of health service encounters (Hausman, 2004;Laing and Hogg, 2002). The importance of the GPs-patient relationship is furthered by the GPs' need to retain patients and the possible churn outcome when service failure occurs (Gabbott and Hogg, 1995).…”

Section: Background -The National Health Service (Nhs) In the Ukmentioning

confidence: 99%

See 1 more Smart Citation

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Gruber

Frugone

2011

Journal of Service Management

View full text Add to dashboard Cite

Purpose -The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that they look for during personal (service recovery) encounters, and to graphically illustrate the findings in a so-called hierarchical value map. This will prove to be important in order to understand patients' needs and desires correctly. Design/methodology/approach -An exploratory research study using the qualitative laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into an underdeveloped research subject. In total, in-depth laddering interviews with 38 respondents were conducted. Findings -In case of a service recovery encounter, patients believe that GPs need to show competence, friendliness and empathy in order to restore trust in them. GPs should also listen actively and do the appropriate checks in order to find the root cause of the problem. "Health" was the main value sought by patients. This value is considered by patients to be the gateway to moving on with their everyday lives and search the attainment of other values such as well-being, belongingness, accomplishment, and self-realization. Moreover, respondents would like to gain knowledge about their disease in order to prevent them in the future and to have some sense of control over the decision of the treatment. Patients also want a more active role in the medical (service recovery) encounter, which calls for a more shared approach by GPs in the interaction with their patients. Originality/value -This paper gives a valuable first insight into the desired qualities and behaviours of GPs during medical (service recovery) encounters. The study results especially indicate that complaining patients are people first and patients second, where the primary importance is the satisfaction of basic social needs. The fact that this study has revealed the highest number of values in published laddering studies so far shows how crucial these medical (service recovery) encounters in general and GP qualities and behaviours in particular are for patients. Another strong contribution of this paper is the finding that all the identified concepts from the laddering interviews that are shown in the hierarchical value maps must not been seen in strict isolation, as in previous research, but have to be understood as a network of interrelated concepts.

show abstract

Section: Discussionsupporting

confidence: 90%

Section: Background -The National Health Service (Nhs) In the Ukmentioning

confidence: 99%

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Gruber

Frugone

2011

Journal of Service Management

View full text Add to dashboard Cite

show abstract

“…Yet the most important aspect of healthcare operations is patient service encounter [25]. If a physician ignores a patent's needs in the meeting while using EMR, there are likely to be unintended consequences leading to poor service quality, trust compromise and even patient harm [37,12].…”

Section: Figure 1 Conceptual Frameworkmentioning

confidence: 99%

Ambulatory EMR Adoption in the USA: A Longitudinal Study

Sun¹,

García²,

Wang³

2018

Proceedings of the 51st Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

show abstract

“…Kim et al (2005), Hausman (2004), andFok et al (2003) cited in Kim et al (2008) have highlighted the relationship between customer relationship management and brand equity in healthcare sector. Cohen et al (2006) studied customer retention in banks and concluded that as the age of customers' increases, so does the propensity to stay with their current banks.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Understanding dimensions of customer-based brand equity in banks

Bassan¹,

Kathuria

2016

IJBCG

View full text Add to dashboard Cite

Abstract:The present study is an attempt to determine the dimensions of customer-based brand equity in an emerging market like India. Measures for the study were developed based on the previous literature. A well-structured questionnaire was administered to customers of banks in a metropolitan city of India. Dimensions of customer-based brand equity were generated using exploratory factor analysis. The results highlighted tangibles, communication and competence; trust and brand image; reliability and responsiveness; and customer satisfaction as dimensions of customer-based brand equity for banks. Further, these brand equity dimensions were found to have a significant relationship with bank recommendation. Banks need to build a strong brand equity by improving upon service quality, providing better infrastructure, providing access to banking services, and incorporating technology for delivering better service in promised time.

show abstract

Modeling the Patient-Physician Service Encounter: Improving Patient Outcomes

Cited by 128 publications

References 86 publications

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Ambulatory EMR Adoption in the USA: A Longitudinal Study

Understanding dimensions of customer-based brand equity in banks

Contact Info

Product

Resources

About