How service design can improve the patient experience Online publication date: Thu, 17-Nov-2022
by Sofia Rego; Leandro Pereira; Álvaro Dias; Rui Gonçalves; Renato Lopes da Costa
International Journal of Services, Economics and Management (IJSEM), Vol. 13, No. 4, 2022
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.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook