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Improving the experience of significant others as a new lever for transforming healthcare organisations
[L'amélioration de l'expérience des proches des patients comme nouveau levier de la transformation des organisations de santé]

Author

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  • Marie-Laure Mourre

    (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

Les proches des patients et particulièrement les aidants, sont reconnus comme une composante essentielle du soin centré patient. Pourtant, les proches ont le sentiment d'être mal informés et de manquer de reconnaissance et de considération. Nous proposons de considérer l'expérience des proches des patients comme un levier de transformation des organisations de santé pour une meilleure qualité de soin. Après avoir présenté le concept d'expérience et sa déclinaison conceptuelle à différents champs d'application (expérience-utilisateur, expérience-client, expérience-patient), nous nous penchons sur l'expérience des proches des patients. Constatant le faible nombre de recherches disponibles sur le sujet, une expertise collective réunissant des experts de l'expérience-patient a été réalisée afin de proposer un cadre conceptuel et une approche méthodologique afin que les organisations de santé puissent identifier les leviers d'amélioration de l'expérience des proches. L'identification de trois types de proches et la décomposition du parcours du proche du patient en neuf moments clés sont proposées comme éléments structurants. Une démarche pratique préconisée pour identifier les leviers d'amélioration de l'expérience des proches est ensuite proposée. Notre recherche s'inscrit dans le prolongement modèle de Montréal en proposant d'y ajouter un nouvel acteur-les proches du patient-comme source de savoir expérientiel et levier de transformation pour une qualité des soins accrue pour tous.

Suggested Citation

  • Marie-Laure Mourre, 2021. "Improving the experience of significant others as a new lever for transforming healthcare organisations [L'amélioration de l'expérience des proches des patients comme nouveau levier de la transform," Post-Print hal-03696149, HAL.
    • Handle: RePEc:hal:journl:hal-03696149
    Note: View the original document on HAL open archive server: https://hal.science/hal-03696149
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    References listed on IDEAS

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    1. Holbrook, Morris B & Hirschman, Elizabeth C, 1982. "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 9(2), pages 132-140, September.
    2. B.H. Schmitt & L. Zarantonello, 2013. "Consumer experience and experiential marketing: a critical review," Post-Print hal-00847411, HAL.
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