Η μέτρηση της εμπειρίας των ασθενών από τις παρεχόμενες υπηρεσίες υγείας μέσω του εργαλείου PREM και η χαρτογράφηση του ταξιδιού τους μέσα στο νοσοκομείο

Μπριόλα, Κωνσταντίνα

Measuring patients' experience from the healthcare services using the PREM tool and mapping their journey within the hospital

Master Thesis

Author

Μπριόλα, Κωνσταντίνα

Date

2021

Abstract

In the field of health the quality of health care has become an essential element for the evaluation of health care systems. Patient-Center Care is the core of quality in healthcare and meets the patients' individual needs. Measuring and evaluating patients' experience is increasingly recognized as an integral part of healthcare evaluation, as it is a key step towards patient-centered care. Patient Reported Experience Measures (PREMs) record patients 'views of health care providers and enable policy makers to assess patients' overall experience, focusing on specific aspects of care that are important for patients, to identify gaps and develop an effective action plan to improve the quality of healthcare. In this context, Patient Journey Mapping (PJM) as a tool is used in addition to measuring the patient experience and is a visual representation of the path that a patient follows in all stages of care, from the onset of symptoms until the hospital discharge. Patient Journey Mapping allows researchers to gain a deeper understanding of patients' experiences and how they interact at different stages in the delivery of a product or service, to identify problems and help improve health services. The aim of this dissertation is, through the use of PREM and PJM tools, to explore patients' experiences of the provided healthcare services, to reveal useful information about the quality of the services and to identify problems and opportunities for the improvement of the provided healthcare services. Quantitative and qualitative data were collected to record patients' experience from the health services provided. The study involved 20 patients from the Cardiology and Cardiac Surgery Department at a Hospital in Attica. The data were collected through questionnaires and interviews with patients, which were conducted simultaneously, thus applying the method of triangulation.

Postgraduate Studies Programme

Οικονομικά και Διοίκηση της Υγείας

Department

Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής Επιστήμης

Number of pages

183

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/13786
http://dx.doi.org/10.26267/unipi_dione/1209

Collections

Τμήμα Οικονομικής Επιστήμης

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Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα