Title: Rehumanising technology in healthcare delivery

Authors: Stephen J. O'Connor, Joyce A. Lanning

Addresses: Department of Health Services Administration, School of Health Related Professions, Webb Building 508, 1530 3rd Avenue South, University of Alabama at Birmingham, Birmingham, AL-35294-3361, USA. P.O. Box 530965, Birmingham, AL 35253-0965, USA

Abstract: For many consumers, interactions with health plans and providers are often unnecessarily dehumanising and dreadful events. Even when technical outcomes are satisfactory from the point of view of the clinician, high costs, long waits, and depersonalised technology and treatment can result in reduced satisfaction and compromised outcomes from the patient perspective. Drawing on a review of the literature and the authors| own research, this paper explores the concepts of service quality, service orientation, caring, and other patient-centred behaviours as practiced by healthcare professionals and demonstrated in healthcare systems. A summary of the impact of patient-centred care on outcomes will provide a basis for suggestions for clinicians and managers.

Keywords: dehumanisation; healthcare delivery; patient-centred behaviour; service quality.

DOI: 10.1504/IJHTM.2001.001110

International Journal of Healthcare Technology and Management, 2001 Vol.3 No.2/3/4, pp.123-141

Published online: 30 Jun 2003 *

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