To pursue organizational dynamics making health care quality decisions: patient journey approach
ENEvidence-based decision making is a common practice in health care management. However, the organizational changes and the growing need for health care service quality, encourages to search for more sensitive methods for quality flaws data identification. Patient journey as patient experience’s analyses could be considered as such new approach providing an appropriate information about direction for development and rapid decisions. The purpose of this paper is to investigate the patient's experience during their journey and determine the flaws in health care system service quality, giving priority to organizational dynamics. The study is based on focus group qualitative interviews. Patient travel mapping technology was chosen for the study. The study used the most popular breakdown of the patient's journey stages: diagnosis; treatment; rehabilitation; follow out; monitoring in order to find suitable management elements within the standard stages. Discretion of stops draws more attention to the intermediate level of medical specialist chain at the diagnosis stage. The data analyses revealed that dynamical health care quality issues are raised from existing interorganizational barriers. The patient experience could help to find the managerial gaps between health care providers in the system and to “measure” the cooperation level.This measuring occurs when patients try to describe their experiences by linking them to travel stops and try to differentiate their experiences at different stages of the disease. Research reveals an inequality in the quality of service provided by the health care institution. The most significant differences are revealed in the comparison between the content of the service, place, moment, provider. Patient journey application framework based on organisational dynamics (organizational environment, rule and procedural-driven and inter-organizational constrains) have been proposed. Summarising, the patient journey approach can help to figuring out the quality elements needed the instance attention and extract data for decisions making. [From the publication]
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