Klantwaarde perceptie in de gezondheidszorg

Manon Van Camp
“Ik heb het mentaal heel zwaar gehad in het ziekenhuis, omdat ik niet op een eenpersoonskamer kon zijn en omgeven werd door oude mensen, dat was vreselijk. Ik kon het gewoon echt niet meer aan, in zo een klein kamertje met iemand die zit te zagen voor niets, terwijl jij moet vechten voor je leven. Het feit dat je niet vanzelfsprekend alleen of op een eenpersoonskamer kunt zijn, dat vind ik echt een groot minpunt.” Aan het woord is Ellis. Ellis is 29 jaar en heeft zes maanden geleden de diagnose lymfekanker gekregen. Van zelfstandig kinesiste naar patiënte in geen tijd, geeft ze haar feedback over haar ervaringen met de gezondheidszorg. Maar is wat Ellis belangrijk vindt ook even belangrijk voor andere patiënten? Hoe belangrijk is een vriendelijke hulpverlener? Of is het toch vooral de competentie van een arts of misschien wel de status van het ziekenhuis die telt? Wij zochten het uit!

Van efficiëntie tot excellentie. Wat telt nu echt voor patiënten in de gezondheidszorg?

Zie bijlage

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Universiteit of Hogeschool
Bedrijfskunde
Publicatiejaar
2018
Promotor(en)
Prof. Dr. Kim Willems
Kernwoorden