The antecedents of patient experience of aesthetic clinic and its impact on revisit intention

Octaviani, Selviana; Antonio, Ferdi; Andy, Andy

doi:10.4102/sajbm.v54i1.3832

South African Journal of Business Management

2023

DOI: 10.4102/sajbm.v54i1.3832

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The antecedents of patient experience of aesthetic clinic and its impact on revisit intention

Selviana Octaviani,

Ferdi Antonio,

Andy Andy

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2023

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Cited by 1 publication

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Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

GÜLTAŞ

2023

Düzce Üniversitesi Sosyal Bilimler Dergisi

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This study presents a solution-focused strategy for reducing patient waiting times at an aesthetic clinic in Ankara, Turkiye. Focused on the dynamic intersection of operational efficiency and patient satisfaction, this study employs a "Voice of Employee" approach to glean insights from frontline staff, acknowledging their pivotal role in service delivery. Quality circles, Pareto, and fishbone diagram analyses discern the root causes of prolonged waiting times, identifying factors such as deficient initial registration processes, inadequacies in ERP and CRM applications, and suboptimal waiting area facilities. This investigative process yields pragmatic solutions, positioning the study as a strategic guide for enhancing service quality and ensuring patient contentment in aesthetic clinics. Beyond its immediate implications, the research contributes to the broader academic discourse on sustainable healthcare solutions, championing the integral role of employee perspectives in shaping operational strategies. The refined conclusions drawn from this study propel healthcare institutions toward a future marked by continual improvement, attuned to patient needs while navigating the complexities of an ever-evolving healthcare landscape.

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Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

GÜLTAŞ

2023

Düzce Üniversitesi Sosyal Bilimler Dergisi

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The antecedents of patient experience of aesthetic clinic and its impact on revisit intention

Cited by 1 publication

References 53 publications

Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

Improving Lean Clinics (Lean Healthcare): A Voice of Employee Approach to Reduce Waiting Times

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