The impact of patient recovery flexibility on service experience in public healthcare

Abstract

Purpose This study aims to identify the dimensions of patient recovery flexibility in the public healthcare context and its impact on the service experience. The study also explores the strategies and contextual influences to attain patient recovery flexibility. Design/methodology/approach This paper uses a case study method based on a semi-structured interview with healthcare professionals, observations and informal discussions. Findings In the present study, several dimensions of patient recovery flexibility are reported. Different internal and external strategies to exhibit patient recovery flexibility, as well as two contextual influences, are identified. An integrative framework is developed to establish the relationship of patient recovery flexibility with service experience in public healthcare. Research limitations/implications The study was conducted in a public healthcare setting in India. The sample size for the semi-structured interview was limited to healthcare professionals, and the patient’s perspective is missing. Originality/value This paper contributes to the growing need for patient recovery flexibility as a strategy in the public healthcare delivery system. It offers new insights to address the gap in the literature regarding the linkage of patient recovery flexibility and service experience. The study provides an integrative framework of dimensions of patient recovery flexibility, strategies, contextual influences and the impact on the service experience. The framework and propositions presented in the study will guide future research that is needed in this area. This study provides an overview to shape and redesign the after-service support from a flexibility perspective in public healthcare for the improved service experience.

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“…As such, employee flexibility is an important strategy for handling complaints and providing efficient after-support services. A flexible workforce is significant in dealing with uncertainties in the service delivery process (Kumar, 2020).…”

Understanding pay satisfaction in public sector: evidence from Sri Lanka

“…In addition, the study provides several other implications for practices, namely, first, organizations should be flexible in their operations (Kumar, 2020). From the capability perspective, the concepts of flexibility enable the value-realizing capabilities (like pay satisfaction or many other non-financial outcomes).…”

Customer Experience in Healthcare: Literature Review

“…Also, this approach involves designing and implementing this experience. Kumar (2020) developed several dimensions of patient recovery flexibility. The researcher determined that it has a positive impact on service experience.…”

“…Therefore, it is difficult to try to satisfy each patient. For this reason, public health organizations are faced with the difficulty of matching demands and service capacity (Kumar, 2020). One of the ways to manage this complexity of the healthcare system is to concentrate on customers' experiences.…”