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DIESE DOI-METADATEN WURDEN ZULETZT AKTUALISIERT AM: 2025-02-18 10:31
Cite as
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Vollständiger Titel
MECOSAN
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Verlag
FrancoAngeli
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ISSN
1121-6921 (Gedruckte Zeitschrift)
2384-8804 (Online-Zeitschrift)
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Nummer der Ausgabe
129
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Andere Beschreibung der Ausgabe
129
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Erscheinungsdatum der Ausgabe
2024
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Vollständiger Titel
The "Snail Model": Mapping the patient journey through an experiential standpoint
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Von (Autor)
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Erste Seite
93
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Letzte Seite
107
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Sprache des Textes
Englisch
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Erscheinungsdatum
2025/02
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Copyright
2024 FrancoAngeli srl
Abstract/Hauptbeschreibung
BackgroundPatient journey mapping is widely considered a helpful tool to enhance the patient experience by supporting practitioners in the provision of patient-centered care. PurposeThe ultimate goal of this paper is to introduce an all-encompassing framework that integrates the experientialdimension of care into the major phases of the patient journey, as well as identify how different patterns of behavior may influence the therapeutic path. MethodologyThe analysis is divided into two parts. The first involves the theory adaptation of a marketing framework to healthcare in the context of the Experience Economy.The second consists of the theoretical conceptualization of a patient journey map called the "Snail Model". FindingsThe results show how the interaction between health literacy and involvement may unearth four typologies of patients: resigned, informed, expert, and responsible. Furthermore, the following stages of the patient journey are identified: i) health communication policies and prevention programs; ii) health service access and diagnostic process; iii) patient involvement and therapeutic adherence; iv) doctor-patient communication failure and therapeutic non-adherence. Practice implicationsIt is crucial for practitioners to adopt an experiential standpoint when providing care. The theories presented in this study should assist them in clustering patients according to their behaviors, as well as monitoring the effectiveness of the patient journey. ConclusionThe NHS should ensure effective prevention programs, equal access to healthcare, and adherence to treatments.Overall, patient involvement is essential to improving the quality of care and the whole patient experience.
Zitierungen des
10.3280/mesa2024-129oa18725
Unstructured Zitierung
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https://doi.org/10.1007/978-1-4419-1005-9_135
Unstructured Zitierung
Beleffi E., Mosconi P. & Sheridan S. (2021). The Patient Journey. In L. Donaldson et al. (edited by). Textbook of Patient
Safety and Clinical Risk Management. Cham: Springer, pp. 117-127.
https://doi.org/10.1007/978-3-030-59403-9_10
Unstructured Zitierung
Coulter A. (2011). Engaging patients in healthcare. London: Open University Press.
Unstructured Zitierung
Leavell H.R. & Clark E.G. (1965). Preventive medicine for the doctor in his community. New York: McGraw-Hill.
Unstructured Zitierung
Philpot L.M. et al. (2019). Creation of a Patient-Centered Journey Map to Improve the Patient Experience: A Mixed Methods
Approach.
https://doi.org/10.1016/j.mayocpiqo.2019.07.004
Unstructured Zitierung
Pine J.B. & Gilmore J.H. (1998). Welcome to the Experience Economy. Harvard Business Review, 76(4): 97-105.
Unstructured Zitierung
Pine J.B. & Gilmore J.H. (2001). Welcome to the experience economy. It’s no longer just about healing: patients want a personal transformation. Health Forum Journal, 44(5): 10-16.
Unstructured Zitierung
Rawson A., Duncan E. & Jones C. (2013). The Truth about Customer Experience. Harvard Business Review, 91: 1-10.
Unstructured Zitierung
The Beryl Institute. <https://www.theberylinstitute.org> [last access: 07/03/2024].
Unstructured Zitierung
WHO (2003). Adherence to long-term therapies: Evidence for action. Working paper. Geneva.
Unstructured Zitierung
WHO (2013). Health Literacy: The solid facts. Working Paper. Copenhagen.