Main factors affecting perceived quality in healthcare: a patient perspective approach
| Autor: | Luca Buccoliero, Elena Bellio |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
ITALY
Modern medicine Strategy and Management media_common.quotation_subject Applied psychology General Decision Sciences PATIENT EXPERIENCE Experiential learning HEALTHCARE MARKETING 03 medical and health sciences PATIENT EMPOWERMENT 0302 clinical medicine Patient satisfaction Patient experience Health care Quality (business) 030212 general & internal medicine Business and International Management Empowerment media_common PATIENT SATISFACTION business.industry HEALTHCARE MARKETING PATIENT EXPERIENCE PATIENT SATISFACTION ITALY PATIENT EMPOWERMENT 030503 health policy & services Settore SECS-P/08 - Economia e Gestione delle Imprese Moderation General Business Management and Accounting 0305 other medical science Psychology business |
| Popis: | PurposeDelivering patient-centered healthcare is now seen as one of the basic requirements of good quality care. In this research, the impact of the perceived quality of three experiential dimensions (Physical Environment, Empowerment and Dignity and Patient–Doctor Relationship) on patient's Experiential Satisfaction is assessed.Design/methodology/approach259 structured interviews were performed with patients in private and public hospitals across Italy. The research methodology is based in testing mediation and moderation effects of the selected variables.FindingsThe study shows that: perceived quality of Physical Environment has a positive impact on patient's Experiential Satisfaction; perceived quality of Empowerment and Dignity and perceived quality of Patient–Doctor Relationship mediate this relationship reinforcing the role of Physical Environment on Experiential Satisfaction; educational level is a moderator in the relationship between perceived quality of Patient–Doctor Relationship and overall Satisfaction: more educated patients pay more attention to relational items. Subjective Health Frailty is a moderator in all the tested relationships with Experiential Satisfaction: patients who perceive their health as frail are more reactive to the quality of the above-mentioned variables.Originality/valuePhysical Environment items are enablers of both Empowerment and Dignity and Patient–Doctor Relationship and these variables must be addressed all together in order to improve the value proposition provided to patients. Designing a hospital, beyond technical requirements that modern medicine demands and functional relationships between different medical departments, means dealing with issues like the anxiety of the patient, the stressful working environment for the hospital staff and the need to build a sustainable and healing building. |
| Databáze: | OpenAIRE |
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