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- Hunter-Jones, Philippa, et al.
(författare)
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Visioning a hospitality-oriented patient experience (HOPE) framework in health care
- 2020
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Ingår i: Journal of Service Management. - : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 31:5, s. 869-888
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Tidskriftsartikel (refereegranskat)abstract
- Purpose This paper considers the question: what would happen if healthcare providers, like their counterparts in the hospitality industry, adopted the principles of customer experience management (CEM) in order to facilitate a more holistic and personalized patient experience? It proposes an alternative vision of the patient experience by adding to an emerging hospitality-healthcare literature base, this time focusing upon CEM. A hospitality-oriented patient experience (HOPE) framework is introduced, designed to enhance the patient experience across all the touchpoints of the healthcare journey. Design/methodology/approach This is a conceptual paper that draws upon three distinct literatures: hospitality literature; healthcare literature; and CEM literature. It utilizes this literature to develop a framework, the HOPE framework, designed to offer an alternative lens to understanding the patient experience. The paper utilizes descriptions of three unique patient experiences, one linked to chronic pain, a second to gastro issues and a third to orthopedic issues, to illustrate how adopting the principles of hospitality management, within a healthcare context, could promote an enhanced patient experience. Findings The main theoretical contribution is the development of the HOPE framework that brings together research on CEM with research on cocreative customer practices in health care. By selecting and connecting key ingredients of two separate research streams, this vision and paradigm provide an alternative lens into ways of addressing the key challenges in the implementation of person-centered care in healthcare services. The HOPE framework offers an actionable roadmap for healthcare organizations to realize greater understanding and to operationalize new ways of improving the patient experience. Originality/value This paper applies the principles of hospitality and CEM to the domain of health care. In so doing it adds value to a hospitality literature primarily focused upon extensive employee-customer relationships. To a healthcare literature seeking to more fully understand a person-centered care model typically delivered by a care team consisting of professionals and family/friends. And to a CEM literature in hospitality, which seeks to facilitate favorable employee-customer interactions. Connecting these separate literature streams enables an original conceptual framework, a HOPE framework, to be introduced.
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| 2. |
- Matthews, Nathaniel, et al.
(författare)
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Elevating the role of water resilience in food system dialogues
- 2022
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Ingår i: Water Security. - : Elsevier B.V.. - 2468-3124. ; 17
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Tidskriftsartikel (refereegranskat)abstract
- Ensuring resilient food systems and sustainable healthy diets for all requires much higher water use, however, water resources are finite, geographically dispersed, volatile under climate change, and required for other vital functions including ecosystems and the services they provide. Good governance for resilient water resources is a necessary precursor to deciding on solutions, sourcing finance, and delivering infrastructure. Six attributes that together provide a foundation for good governance to reduce future water risks to food systems are proposed. These attributes dovetail in their dual focus on incorporating adaptive learning and new knowledge, and adopting the types of governance systems required for water resilient food systems. The attributes are also founded in the need to greater recognise the role natural, healthy ecosystems play in food systems. The attributes are listed below and are grounded in scientific evidence and the diverse collective experience and expertise of stakeholders working across the science-policy interface: Adopting interconnected systems thinking that embraces the complexity of how we produce, distribute, and add value to food including harnessing the experience and expertise of stakeholders s; adopting multi-level inclusive governance and supporting inclusive participation; enabling continual innovation, new knowledge and learning, and information dissemination; incorporating diversity and redundancy for resilience to shocks; ensuring system preparedness to shocks; and planning for the long term. This will require food and water systems to pro-actively work together toward a socially and environmentally just space that considers the water and food needs of people, the ecosystems that underpin our food systems, and broader energy and equity concerns.
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