SDG commentary: service ecosystems with the planet – weaving the environmental SDGs with human services
Abstract Purpose Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN’s sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 […]
Why did this happen to me? Causal attributions of illness and cultural health capital
Highlights Abstract This study examines how conversations between patients and clinicians about the causes of their health conditions relate to patient engagement in care. Leveraging cultural health capital (CHC) theory, we find that patient-physician discussions of health attributions are one mechanism to build patient understanding and activate engagement. We present a qualitative interpretive analysis of […]
CARE OPINION Research chat 6: Perfect ratings with negative comments
Our research chat on 11 May 2021 featured the work of Andrew Gallan, associate professor at Florida Atlantic University in the US. We were delighted to have Andrew join us for this chat. Research from the US and the UK describes the phenomenon of patients giving healthcare providers perfect ratings (10 out of 10!), yet contradicting […]
The Impact of Patient Shadowing on Service Design: Insights from a Family Medicine Clinic
FREE DOWNLOAD A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowing to capture the realities of patient experiences […]
Healthcare QualityCast Podcast
Just shared my career journey w/ @qualitycoachco – Show Link: https://wavve.link/healthcarequalitycast #HealthcareQualityCast #HealthcareQualityPeople
Whose experience is it anyway? Toward a constructive engagement of tensions in patient-centered health care
Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions taken by clinicians, patients and organizations fail to achieve that aim. This paper aims to take a paradox-based perspective to explore five specific tensions that emerge from this shift and provides implications for […]
Using Patient Shadowing to Improve and Innovate Customer Service Design
Steve Jobs once said, “Design is not just what it looks and feels like. Design is how it works.” While organizations do focus on the look and feel, unfortunately, the ‘how it works’ part is ignored. And from the customer’s perspective, this is a pain point that needs to be worked upon. The concept of […]
Patient Ecosystem Management w/ FAU’s Andrew Gallan, Ph.D.
FREE podcast on connecting patient experiences to community well-being. https://www.buzzsprout.com/209791/1428874-patient-ecosystem-management-w-fau-s-andrew-gallan-ph-d Engaging a wider range of resources to connect patients with organizations within their community can help transform healthcare and improve overall well-being, according to new research published in the Journal of Business Research by faculty at Florida Atlantic University’s College of Business. The article, “Transforming Community Well-being Through […]
Handling Difficult Patients
I thought I’d share this with you – to demonstrate how passionate the PX community is, and how they desire to support one another and to put patients first.
Transforming Community Well-Being through Patients’ Lived Experiences
Journal of Business Research https://www.sciencedirect.com/science/article/abs/pii/S0148296318306404 The purpose of this article is to (1) explicate micro-to-meso linkages of well-being, (2) provide a theoretical framework to guide research on connecting patient experiences to community well-being, and (3) offer guidelines to policymakers. We develop a conceptual framework establishing connections between micro and meso levels through the expansion of […]