Rehumanising technology in healthcare delivery
by Stephen J. O'Connor, Joyce A. Lanning
International Journal of Healthcare Technology and Management (IJHTM), Vol. 3, No. 2/3/4, 2001

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.

Online publication date: Mon, 30-Jun-2003

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