A holistic framework for patient experience: 5P model

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dc.authoridBurnaz, Sebnem/0000-0002-4845-4031|Varnali, Kaan/0000-0002-9731-6532
dc.authorwosidBurnaz, Sebnem/AAA-1366-2020
dc.authorwosidÖzcivan, Bengi/JAC-3306-2023
dc.authorwosidVarnali, Kaan/N-8826-2018
dc.contributor.authorOzcelik, Ayse Bengi
dc.contributor.authorVarnali, Kaan
dc.contributor.authorBurnaz, Sebnem
dc.date.accessioned2024-07-18T20:47:15Z
dc.date.available2024-07-18T20:47:15Z
dc.date.issued2021
dc.departmentİstanbul Bilgi Üniversitesien_US
dc.description.abstractPurpose Hospitals have become competitive organizations striving to serve the needs of empowered consumers seeking positive experiences. As a result, the patient experience turns into a critical driver of performance for hospitals. Accordingly, the question what are the critical dimensions for creating a well-designed patient experience? has been drawing increasing attention from the industry and academia alike. This paper aims to contribute to the understanding of patient experience by using multiple source data obtained from experts and patients. Design/methodology/approach This study uses a qualitative research approach to examine the perspectives of both health-care experts and patients about the experience. A semi-structured interview series is conducted with health-care professionals, academicians, researchers, physicians and patients. Findings The results suggest a novel framework for the patient experience including five critical dimensions as follows: provider, physician, patient, personnel and periphery. This framework, 5Ps of patient experience, provides a holistic picture, which integrates the perspectives of patients, health-care providers and experts including scholars and researchers. Practical implications The 5P framework can be used by health-care professionals to better understand the driving factors of patient experience and to create a strategy to improve patient satisfaction. Originality/value To the best of the authors' knowledge, the present study is the first qualitative study, which provides a holistic approach to patient experience independent from the branch and considers the perspectives of both health-care experts and patients.en_US
dc.identifier.doi10.1108/IJPHM-05-2020-0042
dc.identifier.endpage533en_US
dc.identifier.issn1750-6123
dc.identifier.issn1750-6131
dc.identifier.issue4en_US
dc.identifier.scopus2-s2.0-85111942187en_US
dc.identifier.scopusqualityQ3en_US
dc.identifier.startpage516en_US
dc.identifier.urihttps://doi.org/10.1108/IJPHM-05-2020-0042
dc.identifier.urihttps://hdl.handle.net/11411/7742
dc.identifier.volume15en_US
dc.identifier.wosWOS:000683882500001en_US
dc.identifier.wosqualityN/Aen_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltden_US
dc.relation.ispartofInternational Journal of Pharmaceutical and Healthcare Marketingen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer Experienceen_US
dc.subjectHealth-Care Marketingen_US
dc.subjectHealth-Care Managementen_US
dc.subjectPatient Experienceen_US
dc.subjectPatient İnteractionen_US
dc.subjectHealth-Careen_US
dc.subjectService Qualityen_US
dc.subjectSatisfactionen_US
dc.subjectHospitalsen_US
dc.subjectSystemsen_US
dc.subjectCommunicationen_US
dc.subjectPerceptionsen_US
dc.subjectPerformanceen_US
dc.subjectEnvironmenten_US
dc.subjectImproveen_US
dc.titleA holistic framework for patient experience: 5P model
dc.typeArticle

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