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https://doi.org/10.21256/zhaw-22171| Publication type: | Working paper – expertise – study |
| Title: | Patient or customer-centred service provision? : both – it depends! |
| Authors: | Gerber, Nicole |
| et. al: | No |
| DOI: | 10.21256/zhaw-22171 |
| Extent: | 8 |
| Issue Date: | Mar-2021 |
| Publisher / Ed. Institution: | ZHAW Zürcher Hochschule für Angewandte Wissenschaften |
| Publisher / Ed. Institution: | Wädenswil |
| ISSN: | 1662-985X |
| Language: | English |
| Subjects: | Customer vs. patient; Patient-customer journey; Principle of service provision; Patient-customer satisfaction |
| Subject (DDC): | 658.2: Facility Management |
| Abstract: | This working paper proposes a discussion as to when people who (have to) receive treatment in a healthcare organisation take the role of a patient and when that of a customer. By making this distinction, it becomes possible to specifically differentiate the provision of services as well as their assessment. This lays the foundation for a common understanding. There is hope that in this way, or more properly, through collaboration, a meaningful contribution can be made to the holistic recovery of people – by the provision of both medical and non-medical services. To be truly effective, it is important that all those involved from different professions with their different perspectives are willing to engage in dialogue and prepared for continual further development. |
| Further description: | Translation of the German original (https://doi.org/10.21256/zhaw-20160). |
| URI: | https://www.zhaw.ch/de/lsfm/forschung/facility-management/working-papers/ https://digitalcollection.zhaw.ch/handle/11475/22171 |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | Life Sciences and Facility Management |
| Organisational Unit: | Institute of Facility Management (IFM) |
| Appears in collections: | Publikationen Life Sciences und Facility Management |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 2021_Gerber_Patient-or-customer-centred-service-provision.pdf | 344.7 kB | Adobe PDF |  View/Open |
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Gerber, N. (2021). Patient or customer-centred service provision? : both – it depends! ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-22171
Gerber, N. (2021) Patient or customer-centred service provision? : both – it depends! Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Available at: https://doi.org/10.21256/zhaw-22171.
N. Gerber, “Patient or customer-centred service provision? : both – it depends!,” ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Wädenswil, Mar. 2021. doi: 10.21256/zhaw-22171.
GERBER, Nicole, 2021. Patient or customer-centred service provision? : both – it depends! [online]. Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. Verfügbar unter: https://www.zhaw.ch/de/lsfm/forschung/facility-management/working-papers/
Gerber, Nicole. 2021. “Patient or Customer-Centred Service Provision? : Both – It Depends!” Wädenswil: ZHAW Zürcher Hochschule für Angewandte Wissenschaften. https://doi.org/10.21256/zhaw-22171.
Gerber, Nicole. Patient or Customer-Centred Service Provision? : Both – It Depends! ZHAW Zürcher Hochschule für Angewandte Wissenschaften, Mar. 2021, https://doi.org/10.21256/zhaw-22171.
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