Abstract
![CDATA[Efforts to increase patient/customer and carer centrality raise questions about how to identify patient/customer needs. This paper reviews challenges to increasing patient/customer involvement in health services delivery and discusses the suitability of Voice of Customer (VoC) techniques for collecting expanded views of patient/customer requirements. Incorporating Patient Centred Care ideals, the paper illustrates the value of VoC data in process re-design activities involving emergency and pathology department staff. VoC Critical to Quality Tree diagrams generated during thirty-minute interviews with staff members rapidly uncovered disparities in assessments of value, and priorities for pathology and emergency departments. The paper discusses ways in which VoC data can support clinician acceptance of patient/customer needs and desires, and encourage engagement with inter-occupational process changes.]]
Original language | English |
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Title of host publication | Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A. |
Publisher | Australian and New Zealand Academy of Management |
Number of pages | 18 |
ISBN (Print) | 978098741580 |
Publication status | Published - 2012 |
Event | Australian and New Zealand Academy of Management. International Conference - Duration: 5 Dec 2012 → … |
Conference
Conference | Australian and New Zealand Academy of Management. International Conference |
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Period | 5/12/12 → … |
Keywords
- medical care
- medical personnel and patient