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Patient Experience

In: The Digital Healthcare Revolution

Author

Listed:
  • Martina Toni

    (Roma Tre University)

  • Giovanni Mattia

    (Roma Tre University)

Abstract

Patients’ experience is linked to the pursuit of patient centricity, and it is central to redesigning the healthcare service delivery around the actual needs of patients. Patient experience is a multidimensional construct composed of subjective and objective elements, and the overall measurement combines the perceived quality of service and descriptions of care. Since many benefits are associated with a positive patient experience, exploring and mapping the patient journey is helpful to improve healthcare organizations’ performance and to manage low-value activities. The integration of digital health technologies into the patient journey could support healthcare systems to maintain a patient-centric view in two ways: measuring patient experience in real time and contributing to patient engagement. The chapter sheds light on how to measure patients’ experience and depict the patients’ journey and touchpoints.

Suggested Citation

  • Martina Toni & Giovanni Mattia, 2022. "Patient Experience," Springer Books, in: The Digital Healthcare Revolution, chapter 0, pages 63-78, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-16340-1_7
    DOI: 10.1007/978-3-031-16340-1_7
    as

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