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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 (
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

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