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A holistic framework for patient experience: 5P model

Ayse Bengi Ozcelik (Faculty of Communication, Istanbul Bilgi University, Istanbul, Turkey)
Kaan Varnali (Faculty of Communication, Istanbul Bilgi University, Istanbul, Turkey)
Sebnem Burnaz (Faculty of Management, Istanbul Technical University, Istanbul, Turkey)

International Journal of Pharmaceutical and Healthcare Marketing

ISSN: 1750-6123

Article publication date: 6 August 2021

Issue publication date: 27 October 2021

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Abstract

Purpose

Hospitals have become competitive organizations striving to serve the needs of empowered consumers seeking positive experiences. As a result, the patient experience turns into a critical driver of performance for hospitals. Accordingly, the question “what are the critical dimensions for creating a well-designed patient experience?” has been drawing increasing attention from the industry and academia alike. This paper aims to contribute to the understanding of patient experience by using multiple source data obtained from experts and patients.

Design/methodology/approach

This study uses a qualitative research approach to examine the perspectives of both health-care experts and patients about the experience. A semi-structured interview series is conducted with health-care professionals, academicians, researchers, physicians and patients.

Findings

The results suggest a novel framework for the patient experience including five critical dimensions as follows: provider, physician, patient, personnel and periphery. This framework, 5Ps of patient experience, provides a holistic picture, which integrates the perspectives of patients, health-care providers and experts including scholars and researchers.

Practical implications

The 5P framework can be used by health-care professionals to better understand the driving factors of patient experience and to create a strategy to improve patient satisfaction.

Originality/value

To the best of the authors’ knowledge, the present study is the first qualitative study, which provides a holistic approach to patient experience independent from the branch and considers the perspectives of both health-care experts and patients.

Keywords

Citation

Ozcelik, A.B., Varnali, K. and Burnaz, S. (2021), "A holistic framework for patient experience: 5P model", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 15 No. 4, pp. 516-533. https://doi.org/10.1108/IJPHM-05-2020-0042

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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