TY - JOUR
T1 - The four Ps of patient experience
T2 - A new strategic framework informed by theory and practice
AU - Kash, Bita A.
AU - McKahan, Molly
AU - Tomaszewski, Lesley
AU - McMaughan, Darcy
PY - 2018/10/2
Y1 - 2018/10/2
N2 - 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.
AB - 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.
KW - Customer service in healthcare
KW - patient as customer
KW - patient experience
KW - patient satisfaction
KW - strategic framework
UR - http://www.scopus.com/inward/record.url?scp=85058712592&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85058712592&partnerID=8YFLogxK
U2 - 10.1080/07359683.2018.1524598
DO - 10.1080/07359683.2018.1524598
M3 - Article
C2 - 30551728
AN - SCOPUS:85058712592
SN - 0735-9683
VL - 35
SP - 313
EP - 325
JO - Health Marketing Quarterly
JF - Health Marketing Quarterly
IS - 4
ER -