The four Ps of patient experience: A new strategic framework informed by theory and practice

Abstract

This article proposes a new strategic framework to assist healthcare organizations in achieving great patient experiences in the healthcare setting. We synthesize models of practice and literature relevant to the patient experience in order to propose the four Ps of patient experience. Key levers used in this model are: (a) trained autonomous physicians, (b) multidisciplinary partners, (c) alternative places of care delivery matched to patient conditions and needs, and (d) standardized yet flexible processes. Healthcare leaders will be able to use the proposed framework to develop detailed strategies toward improving patient satisfaction and experiences.

Keywords:

• Customer service in healthcare
• patient experience
• patient as customer
• patient satisfaction
• strategic framework

Acknowledgments

This article is a result of many years of research co-funded by the NSF I/UCRC Programs and participating industry members. The authors would also like to thank Mr. Jacob Kolman for reviewing and editing this manuscript.

Notes on contributors

All authors were affiliated with the National Science Foundation (NSF) Center for Health Organization Transformation (CHOT) at Texas A&M University School of Public Health.

Changes of affiliation: Molly McKahan is now at BSA Health System in Amarillo, TX. Bita A. Kash is now at both CHOT, Texas A&M University (as previous) and the Center for Outcomes Research, Houston Methodist Research Institute.

Additional information

Funding

This research was funded by an NSF Industry-University Cooperative Research Centers Program (IUCRC) grant support for CHOT at Texas A&M University and industry membership funds.