Brian R. Needham, The Ohio State University, USA.
J Healthc Manag. 2012 Jul-Aug;57(4):255-63.
Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization.
改善患者体验是许多医疗机构面临的问题。然而，作者认为，仅仅关注患者满意度评分是目光短浅的，最成功的组织将采用来自其他行业的最佳实践，以提供更完整的患者体验。本文从众多以客户为中心的行业中对客户体验的最佳实践进行了广泛的回顾，并提出了医疗领域如何应用这些实践的观点。提出了一个改善患者体验的新框架——超越传统的满意度评分，拥抱组织的核心差异化特征。
