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THE INNOVATIVE PATIENT SERVICE DESIGN DEVELOPMENT: A CASE STUDY IN THE PREMIUM HEALTHCARE BUSINESS IN CHIANGRAI, THAILAND |
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| รหัสดีโอไอ | |
| Creator | Tarittawan Chareanporn |
| Title | THE INNOVATIVE PATIENT SERVICE DESIGN DEVELOPMENT: A CASE STUDY IN THE PREMIUM HEALTHCARE BUSINESS IN CHIANGRAI, THAILAND |
| Contributor | Tipavinee Suwanwong Rodbundith, Chanin Yoopetch |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2564 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 13 |
| Journal No. | 3 |
| Page no. | 43-58 |
| Keyword | innovative patient service design, patient service touchpoints, service design, premium healthcare business |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | The purpose of the study is to identify the innovative patient service design in the premium healthcare business. This study adopted a qualitative approach for the research process. The patient service touchpoints are perceived as the service encounter that can create service satisfaction during the customer journey. The semi-structured interview was conducted to collect data prior to the content analysis. The study was conducted with twenty-five informants from healthcare professional groups. They were doctors, nurses, and supported staff who worked in the premium healthcare business in Chiangrai, Thailand. This study only focuses on the patient in Out-Patient-Department (OPD). The results of the study indicated ten critical patients service touchpoints that healthcare service providers can create innovative service during the OPD patient journey. There were 1) Information transaction and doctor appointment or reservation 2) Front counter service and parking and patient pickup point 3) Medical record and registration encounter 4) Vital signs measurement and medical history taking 5) Medical service and diagnostic service encounter 6) A medical procedure or nursing procedures 7) Medical miscellaneous treatment service 8) Claim center service 9) Cashier and 10) Medical dispensing. The discussions, conclusions, and implications were also provided. |
