Technology innovation in healthcare and changing patient's behaviors: new challenges for marketing

Buccoliero, Luca; Bellio, Elena; Mazzola, Maria Antonietta; Solinas, Elisa

doi:10.3280/mc2016-001004

Cited by 5 publications

(4 citation statements)

References 80 publications

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“…In this particular context it has an important role to play, since several processes in the healthcare domain can be reengineered, following IT introduction, even within the limits set by public service organizations and institutions [119]. This change must be taken into account by healthcare managers and presents them with new challenges but also new opportunities [120].…”

Section: Discussionmentioning

confidence: 99%

Information Technology in Healthcare: HHC-MOTES, a Novel Set of Metrics to Analyse IT Sustainability in Different Areas

Remondino

2018

Sustainability

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Sustainability, as a science, is the guideline of the present work. It aims to analyse, by means of a literature review, various areas of healthcare in which information technology (IT) has been-or could be-used, leading to several sources of sustainability, for example, cost savings, better teamwork, higher quality and efficiency of medical care. After a brief introduction analysing the strategic contexts in which innovation in general, and IT in particular, can be a source of general improvements in efficiency, cost savings and service quality, the research focuses on the healthcare system by discussing the different nature of private and public organizations in terms of adopting innovations and changes and discussing the issue of consumer health costs and consumer choices. The following part focuses on the qualitative benefits of IT in healthcare and discusses the importance of metrics for measuring performance, costs and efficiency in this area. The work then qualitatively introduces a new set of Key Performance Indicators (KPI), partly based on literature from different topics and existing and validated sets of metrics, analysing, under the point of view of sustainability, the implementation of IT in healthcare, namely in management, organization, technology, environment and social fields (HHC-MOTES framework). The model, inspired by and to sustainability, can be used as a decision support at the strategic management level as well as for the analysis and investigation of the effects of IT systems in the healthcare sector from various perspectives.

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Section: Discussionmentioning

confidence: 99%

Information Technology in Healthcare: HHC-MOTES, a Novel Set of Metrics to Analyse IT Sustainability in Different Areas

Remondino

2018

Sustainability

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“…On one hand, patients complain that many of their questions to doctors go unanswered. The need of more detailed information is arising (Buccoliero et al, 2016b), patients are becoming less reliant on doctors as Internet acts as an alternative source of information (Charles et al, 2003;Godolphin, 2003). On the other hand, patients express the need of reaching a positive relationship with doctors as they miss the warmth and trust in the interaction.…”

Section: Lightingmentioning

confidence: 99%

Main factors affecting perceived quality in healthcare: a patient perspective approach

Bellio

Buccoliero

2021

TQM

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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.

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“…Doctor-patient communication seems to be linked to patients' behavior and well-being and even state of health (130)(131)(132). The need of more detailed information is arising (133), patients are becoming less reliant on doctors as Internet acts as an alternative source of information (134)(135)(136).…”

Section: Literaturementioning

confidence: 99%

Expectant mothers’ value drivers at the maternity hospital: evidences from a monocentric study.

Buccoliero

Pitrelli

Bellio³

et al. 2020

Preprint

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Background – Patient experience is recognized as one of the key elements of quality control within healthcare organizations, becoming crucial for a competitive growth strategy. In fact, delivering patient-centered healthcare experiences is seen as one of the basic requirements of good quality care. Women have been largely invisible in patient centered satisfaction research, especially if considering women needs during pregnancy and labor. The aim of this paper is to understand the experiential value drivers of expectant mothers through a holistic experiential marketing perspective. This paper enlightens the elements of in-hospital stays from different perspectives, contributing to a better and more exhaustive understanding of the patient’s needs and preferences.Methods – Three studies were designed and conducted referring to a maternal and child health hospital: two focus groups involving expectant and new mothers (study 1), a qualitative analysis to understand the online overall sentiment regarding hospital experiences during pregnancy (study 2) and a survey with collected data analyzed through SEM to identify the most influential and significant factors affecting women’s overall satisfaction in the in-hospital stay (study 3).Results – The qualitative research returned some valuable insights on the role of interaction with staff, information quality and brand. Sentiment analysis revealed the relevance of online patient experience. Finally, the quantitative SEM analysis confirmed that the relationship between patients and staff and patient empowerment impact the most on the overall satisfaction. Furthermore, the brand value plays a mediating role in this positive relationship.Conclusions – Results suggest to prioritize the establishment of strong human relationships between clinical staff and patients, based on the availability of high quality clinical information. The conducted studies through their main finding, could support an improvement in the process of care based on expectant mothers’ needs and behaviours.

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Technology innovation in healthcare and changing patient's behaviors: new challenges for marketing

Cited by 5 publications

References 80 publications

Information Technology in Healthcare: HHC-MOTES, a Novel Set of Metrics to Analyse IT Sustainability in Different Areas

Information Technology in Healthcare: HHC-MOTES, a Novel Set of Metrics to Analyse IT Sustainability in Different Areas

Main factors affecting perceived quality in healthcare: a patient perspective approach

Expectant mothers’ value drivers at the maternity hospital: evidences from a monocentric study.

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