Customer experience quality dimensions in health care: Perspectives of industry experts

Abstract

Purpose -In an era which patients are acting as consumers, this paper aims to emphasize the importance of patient experience and reveal the key concepts for patient experience according to industry experts' perspectives. Seven key concepts are presented as the critical dimensions of patient experience. Methodology -A qualitative study is designed and conducted following the phenomenological approach. 15 experts are interviewed about the patient experience and content analysis is conducted to the answers in texts. Results are grouped under certain concepts which address to key concepts of patient experience. Findings-The results show that experts agree on certain critical dimensions for patient experience which are: provider type, function, patient type, preference, touchpoint diversity, psychology, interaction, and environment. Conclusion-This study is about the expert approach of patient experience which intersects marketing and health care. The results contribute to the literature with its novel approach considering industry expert opinions, and also act as a guide for health care managers to improve patient experience.

Customer Experience in Healthcare: Literature Review

“…The results showed that foreign customers' perceptions consist of four dimensions of the employee behavior, physical environment, functionality and value. Ozcelik and Burnaz (2019) determined the dimensions of customer experience in healthcare from the perspective of industry experts. They found that touchpoint diversity, provider and patient type, function, preference, interaction, psychology, and environment to be patient experience dimensions.…”

Patient experience in community pharmacies from an experiential marketing perspective: structural equation model

“…In this, so-called "Age of Experience", the harsh global competition changes harshly and swiftly [1][2][3]. Healthcare organizations are increasingly realizing the importance of focusing on the healthcare experience delivered to patients [4].…”

“…Our study aims to create a model for community pharmacies providing professional pharmacy services for explaining from the perspective of experiential marketing. In this context, a structural equation model to explain Patient Experience (PX) in Community Pharmacies which was developed before in hospitals [3,9] The originality of this study lies in being the first study that focused on the conceptual model showing that patient experience through the lens of experiential marketing terms in the community pharmacies.…”