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Patient-centric quality assessment framework for healthcare services

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  • Park, Geun-wan
  • Kim, Yongse
  • Park, Kwangtae
  • Agarwal, Anurag

Abstract

In this study we propose a quality assessment framework for healthcare services. The proposed assessment framework is patient centric as it is based on patient expectations and perceived quality of service through their personal experience with the healthcare provider, across the various touchpoints during patient care. The framework generates a quality score which is a measure of the degree to which the patient's expectations were met or exceeded. We model the patient's perceived experiential value as a combination of extrinsic and intrinsic values. The extrinsic value includes the functional or utilitarian value, and to some extent, the social value. The intrinsic value includes emotional, epistemic and intrinsic social value. Using this generic framework for healthcare providers, and using a computerized system, appropriate instruments, rubrics or metrics can be designed for specific types of healthcare services. We show how this framework can be utilized for creating an assessment instrument for a specific healthcare facility in Korea – the Childhood Asthma Atopy Center in a general hospital located in Korea.

Suggested Citation

  • Park, Geun-wan & Kim, Yongse & Park, Kwangtae & Agarwal, Anurag, 2016. "Patient-centric quality assessment framework for healthcare services," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 468-474.
    • Handle: RePEc:eee:tefoso:v:113:y:2016:i:pb:p:468-474
    DOI: 10.1016/j.techfore.2016.07.012
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    References listed on IDEAS

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    1. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    2. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
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    Cited by:

    1. Muhammad Khalilur Rahman & Noor Raihani Zainol & Noorshella Che Nawi & Ataul Karim Patwary & Wan Farha Wan Zulkifli & Md Mahmudul Haque, 2023. "Halal Healthcare Services: Patients’ Satisfaction and Word of Mouth Lesson from Islamic-Friendly Hospitals," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
    2. Francis A. Albert & Aduli E. O. Malau-Aduli & Melissa J. Crowe & Bunmi S. Malau-Aduli, 2021. "The ‘PRICE’ of Physical Activity Referral Schemes (PARS): Stakeholders’ Recommendations for Delivering Quality Care to Patients," IJERPH, MDPI, vol. 18(16), pages 1-16, August.
    3. Amy H. I. Lee & He-Yau Kang & Yu-Ai Liu, 2021. "A Pilot Study on the Satisfaction of Long-Term Care Services in Taiwan," IJERPH, MDPI, vol. 19(1), pages 1-21, December.
    4. Kokshagina, Dr Olga, 2021. "Managing shifts to value-based healthcare and value digitalization as a multi-level dynamic capability development process," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    5. Kim, Rachel H. & Gaukler, Gary M. & Lee, Chang Won, 2016. "Improving healthcare quality: A technological and managerial innovation perspective," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 373-378.

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