Patient centred care and voice of customer techniques supporting inter-departmental process redesign

Kathryn J. Hayes, Nick Reed, Janna-Anneke Fitzgerald

    Research output: Chapter in Book / Conference PaperConference Paperpeer-review

    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 languageEnglish
    Title of host publicationProceedings 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.
    PublisherAustralian and New Zealand Academy of Management
    Number of pages18
    ISBN (Print)978098741580
    Publication statusPublished - 2012
    EventAustralian and New Zealand Academy of Management. International Conference -
    Duration: 5 Dec 2012 → …

    Conference

    ConferenceAustralian and New Zealand Academy of Management. International Conference
    Period5/12/12 → …

    Keywords

    • medical care
    • medical personnel and patient

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