Patient Experience

Martina Toni () and Giovanni Mattia ()
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Martina Toni: Roma Tre University
Giovanni Mattia: Roma Tre University

Chapter Chapter 7 in The Digital Healthcare Revolution, 2022, pp 63-78 from Springer

Abstract: Abstract Patients’ experience is linked to the pursuit of patient centricity, and it is central to redesigning the healthcare service delivery around the actual needs of patients. Patient experience is a multidimensional construct composed of subjective and objective elements, and the overall measurement combines the perceived quality of service and descriptions of care. Since many benefits are associated with a positive patient experience, exploring and mapping the patient journey is helpful to improve healthcare organizations’ performance and to manage low-value activities. The integration of digital health technologies into the patient journey could support healthcare systems to maintain a patient-centric view in two ways: measuring patient experience in real time and contributing to patient engagement. The chapter sheds light on how to measure patients’ experience and depict the patients’ journey and touchpoints.

Keywords: Patient experience; Patient satisfaction; Patient journey; Journey mapping; Patient journey touchpoints; Continuity of care (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-16340-1_7

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DOI: 10.1007/978-3-031-16340-1_7

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