The four Ps of patient experience: A new strategic framework informed by theory and practice

Bita A. Kash, Molly McKahan, Lesley Tomaszewski, Darcy McMaughan

Research output: Contribution to journalArticle

Abstract

This article proposes a new strategic framework to assist healthcare organizations in achieving great patient experiences in the healthcare setting. We synthesize models of practice and literature relevant to the patient experience in order to propose the four Ps of patient experience. Key levers used in this model are: (a) trained autonomous physicians, (b) multidisciplinary partners, (c) alternative places of care delivery matched to patient conditions and needs, and (d) standardized yet flexible processes. Healthcare leaders will be able to use the proposed framework to develop detailed strategies toward improving patient satisfaction and experiences.

Original languageEnglish (US)
Pages (from-to)313-325
Number of pages13
JournalHealth Marketing Quarterly
Volume35
Issue number4
DOIs
StatePublished - Oct 2 2018

Keywords

  • Customer service in healthcare
  • patient as customer
  • patient experience
  • patient satisfaction
  • strategic framework

ASJC Scopus subject areas

  • Health Professions(all)
  • Marketing

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