Projektowanie doświadczeń pacjenta ważnym elementem dentystycznej opieki zdrowotnej w czasach zakłóceń
Patient experience design as an important part of dental healthcare in times of disruption

Author(s): Joanna Kwiatek
Subject(s): Economy, Psychology, Business Economy / Management, Micro-Economics, Management and complex organizations, Sociology of the arts, business, education, Business Ethics, Socio-Economic Research, Transport / Logistics
Published by: Wydawnictwo Uniwersytetu Ekonomicznego w Poznaniu
Keywords: healthcare management;dental healthcare;patient experience;continuity management in healthcare;digital transformation in healthcare;
Summary/Abstract: This article addresses a very important topic of patient experience design. The patient purchases and receives a service in a specific form and with specific features, supplemented by additional services and goods. At the same time he or she gains real experience related not only to the service it self, but also to the way it is offered, delivered and consumed. This experience is influenced by the seller—service provider—hence we can talk about designing this kind of experience. In this article, we consider dental services. This allows to shed new light on the issue of experience design, because it is not only the way the service (medical procedure) is performed, but also the physical evidence (clinic infrastructure, interior appearance, staff clothing, additional attributes), and above all, the patient’s comfort, safety and the guarantee of proper medical performance. The latter translates into the lack of complications, patients health and the evaluation of service quality from patients’ viewpoint. Experience design in the dental healthcare is multifaceted and is an important element of clinic management in times of disruption. The credibility of the considerations will be supported by the experience of the author, co-managing a dental clinic that, during the SARS-CoV-2 pandemic, continuously provided services ensuring patient safety, which was unique in the industry. The purpose of this article is to show how redesigning the patient experience—triggered by the pandemic—influenced the management of a dental clinic and the healthcare services continuity.

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