Title: How service design can improve the patient experience

Authors: Sofia Rego; Leandro Pereira; Álvaro Dias; Rui Gonçalves; Renato Lopes da Costa

Addresses: ISCTE – Instituto Universitário de Lisboa, Lisbon, Portugal ' BRU-Business Research Unit, ISCTE – Instituto Universitário de Lisboa, WINNING LAB, Lisbon, Portugal ' Universidade Lusófona de Humanidades e Tecnologias, ISCTE – Instituto Universitário de Lisboa, Lisbon, Portugal ' PIAGET Almada, Almada, Portugal ' Business Research Unit – BRU-IUL, ISCTE – Instituto Universitário de Lisboa, Lisbon, Portugal

Abstract: Significant changes are taking place in healthcare organisations, where the pressure is increasing to develop personalised services that meet patients' needs while integrating the necessary resources. This research joins a stream of research that suggests that healthcare can be more patient-centred, where the role of the patient is redefined from passive recipient to more active and collaborative participant. Through the feedback of patients and health providers, the service design should improve service quality. It is essential first to identify the challenges in the service that need to be improved. The present study was developed according to answers given by patients and health providers from Portuguese cardiology units. Data were collected using two questionnaires. The main findings show that patient satisfaction is very high but can be improved through efficient management and digital innovation.

Keywords: healthcare; healthcare organisations; patient centricity; patient experience; patient satisfaction; service design.

DOI: 10.1504/IJSEM.2022.127003

International Journal of Services, Economics and Management, 2022 Vol.13 No.4, pp.410 - 449

Received: 29 Nov 2021
Accepted: 07 Feb 2022
Published online: 17 Nov 2022 *

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