The never-ending patient journey of chronically ill patients: A qualitative case study on touchpoints in relation to patient-centered care
Healthcare professionals caring for chronically ill patients increasingly want to provide patient-centered care (PCC). By understanding each individual patient journey, they can significantly improve the quality of PCC. A patient journey consists of patient interactions, so-called touchpoints, with...
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| creator | Maas, Vera K Dibbets, Frederik H Peters, Vincent J T Meijboom, Bert R van Bijnen, Daniëlle |
| description | Healthcare professionals caring for chronically ill patients increasingly want to provide patient-centered care (PCC). By understanding each individual patient journey, they can significantly improve the quality of PCC. A patient journey consists of patient interactions, so-called touchpoints, with healthcare professionals distributed over three periods: pre-service, service, and post-service period. The aim of this study was to ascertain chronically ill patients' needs for digital alternatives for touchpoints. Specifically, we aimed to explore which digital alternatives patients would like to see implemented into their patient journey to help healthcare professionals providing PCC.
Eight semi-structured interviews were conducted either face-to-face or via Zoom. Participants were included if they had visited the department of internal medicine and had received treatment for either arteriosclerosis, diabetes, HIV, or kidney failure. The interviews were analyzed utilizing a thematic analysis approach.
The results suggest that the patient journey of chronically ill patients is a continuous cycle. Furthermore, the results showed that chronically ill patients would like to see digital alternatives for touchpoints implemented into their patient journey. These digital alternatives consisted of video calls, digitally checking in before a physical appointment, digitally self-monitoring one's medical condition and personally uploading monitoring results into the patient portal, and viewing their own medical status in a digital format. Particularly, patients who were familiar with their healthcare professional(s) and were in a stable condition mostly opted for digital alternatives.
In the cyclical patient journey, digitalization can help put the wishes and needs of the chronically ill patients at the center of care. It is recommended that healthcare professionals implement digital alternatives for touchpoints. Most chronically ill patients consider digital alternatives to lead to more efficient interactions with their healthcare professionals. Furthermore, digital alternatives support patients to be better informed about the progress of their chronical illness. |
| doi_str_mv | 10.1371/journal.pone.0285872 |
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Eight semi-structured interviews were conducted either face-to-face or via Zoom. Participants were included if they had visited the department of internal medicine and had received treatment for either arteriosclerosis, diabetes, HIV, or kidney failure. The interviews were analyzed utilizing a thematic analysis approach.
The results suggest that the patient journey of chronically ill patients is a continuous cycle. Furthermore, the results showed that chronically ill patients would like to see digital alternatives for touchpoints implemented into their patient journey. These digital alternatives consisted of video calls, digitally checking in before a physical appointment, digitally self-monitoring one's medical condition and personally uploading monitoring results into the patient portal, and viewing their own medical status in a digital format. Particularly, patients who were familiar with their healthcare professional(s) and were in a stable condition mostly opted for digital alternatives.
In the cyclical patient journey, digitalization can help put the wishes and needs of the chronically ill patients at the center of care. It is recommended that healthcare professionals implement digital alternatives for touchpoints. Most chronically ill patients consider digital alternatives to lead to more efficient interactions with their healthcare professionals. Furthermore, digital alternatives support patients to be better informed about the progress of their chronical illness.</description><identifier>ISSN: 1932-6203</identifier><identifier>EISSN: 1932-6203</identifier><identifier>DOI: 10.1371/journal.pone.0285872</identifier><identifier>PMID: 37195966</identifier><language>eng</language><publisher>United States: Public Library of Science</publisher><subject>Analysis ; Arteriosclerosis ; Biology and Life Sciences ; Care and treatment ; Case reports ; Case studies ; Chronic illnesses ; Communication ; Computer and Information Sciences ; Condition monitoring ; Critically ill ; Diabetes ; Diabetes mellitus ; Digitization ; Empowerment ; Evaluation ; Failure analysis ; Health care ; Health care policy ; HIV ; Hospitals ; Human immunodeficiency virus ; Humans ; Medical care ; Medical personnel ; Medical records ; Medical research ; Medicine and Health Sciences ; Medicine, Experimental ; Meetings ; Outpatient care facilities ; Pandemics ; Patient satisfaction ; Patient-centered care ; Patient-Centered Care - methods ; Patients ; People and Places ; Physician and patient ; Professionals ; Qualitative Research ; Quality management ; Renal failure ; Research and Analysis Methods ; Telemedicine ; Web portals</subject><ispartof>PloS one, 2023-05, Vol.18 (5), p.e0285872-e0285872</ispartof><rights>Copyright: © 2023 Maas et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.</rights><rights>COPYRIGHT 2023 Public Library of Science</rights><rights>2023 Maas et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.</rights><rights>2023 Maas et al 2023 Maas et al</rights><rights>2023 Maas et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. 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By understanding each individual patient journey, they can significantly improve the quality of PCC. A patient journey consists of patient interactions, so-called touchpoints, with healthcare professionals distributed over three periods: pre-service, service, and post-service period. The aim of this study was to ascertain chronically ill patients' needs for digital alternatives for touchpoints. Specifically, we aimed to explore which digital alternatives patients would like to see implemented into their patient journey to help healthcare professionals providing PCC.
Eight semi-structured interviews were conducted either face-to-face or via Zoom. Participants were included if they had visited the department of internal medicine and had received treatment for either arteriosclerosis, diabetes, HIV, or kidney failure. The interviews were analyzed utilizing a thematic analysis approach.
The results suggest that the patient journey of chronically ill patients is a continuous cycle. Furthermore, the results showed that chronically ill patients would like to see digital alternatives for touchpoints implemented into their patient journey. These digital alternatives consisted of video calls, digitally checking in before a physical appointment, digitally self-monitoring one's medical condition and personally uploading monitoring results into the patient portal, and viewing their own medical status in a digital format. Particularly, patients who were familiar with their healthcare professional(s) and were in a stable condition mostly opted for digital alternatives.
In the cyclical patient journey, digitalization can help put the wishes and needs of the chronically ill patients at the center of care. It is recommended that healthcare professionals implement digital alternatives for touchpoints. Most chronically ill patients consider digital alternatives to lead to more efficient interactions with their healthcare professionals. 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Academic</collection><collection>PubMed Central (Full Participant titles)</collection><collection>DOAJ Directory of Open Access Journals</collection><jtitle>PloS one</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Maas, Vera K</au><au>Dibbets, Frederik H</au><au>Peters, Vincent J T</au><au>Meijboom, Bert R</au><au>van Bijnen, Daniëlle</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>The never-ending patient journey of chronically ill patients: A qualitative case study on touchpoints in relation to patient-centered care</atitle><jtitle>PloS one</jtitle><addtitle>PLoS One</addtitle><date>2023-05-17</date><risdate>2023</risdate><volume>18</volume><issue>5</issue><spage>e0285872</spage><epage>e0285872</epage><pages>e0285872-e0285872</pages><issn>1932-6203</issn><eissn>1932-6203</eissn><abstract>Healthcare professionals caring for chronically ill patients increasingly want to provide patient-centered care (PCC). By understanding each individual patient journey, they can significantly improve the quality of PCC. A patient journey consists of patient interactions, so-called touchpoints, with healthcare professionals distributed over three periods: pre-service, service, and post-service period. The aim of this study was to ascertain chronically ill patients' needs for digital alternatives for touchpoints. Specifically, we aimed to explore which digital alternatives patients would like to see implemented into their patient journey to help healthcare professionals providing PCC.
Eight semi-structured interviews were conducted either face-to-face or via Zoom. Participants were included if they had visited the department of internal medicine and had received treatment for either arteriosclerosis, diabetes, HIV, or kidney failure. The interviews were analyzed utilizing a thematic analysis approach.
The results suggest that the patient journey of chronically ill patients is a continuous cycle. Furthermore, the results showed that chronically ill patients would like to see digital alternatives for touchpoints implemented into their patient journey. These digital alternatives consisted of video calls, digitally checking in before a physical appointment, digitally self-monitoring one's medical condition and personally uploading monitoring results into the patient portal, and viewing their own medical status in a digital format. Particularly, patients who were familiar with their healthcare professional(s) and were in a stable condition mostly opted for digital alternatives.
In the cyclical patient journey, digitalization can help put the wishes and needs of the chronically ill patients at the center of care. It is recommended that healthcare professionals implement digital alternatives for touchpoints. Most chronically ill patients consider digital alternatives to lead to more efficient interactions with their healthcare professionals. Furthermore, digital alternatives support patients to be better informed about the progress of their chronical illness.</abstract><cop>United States</cop><pub>Public Library of Science</pub><pmid>37195966</pmid><doi>10.1371/journal.pone.0285872</doi><tpages>e0285872</tpages><orcidid>https://orcid.org/0000-0002-9777-7777</orcidid><orcidid>https://orcid.org/0000-0003-2288-1577</orcidid><oa>free_for_read</oa></addata></record> |
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| ispartof | PloS one, 2023-05, Vol.18 (5), p.e0285872-e0285872 |
| issn | 1932-6203 1932-6203 |
| language | eng |
| recordid | cdi_plos_journals_2814785720 |
| source | MEDLINE; DOAJ Directory of Open Access Journals; Elektronische Zeitschriftenbibliothek - Frei zugängliche E-Journals; PubMed Central; Free Full-Text Journals in Chemistry; Public Library of Science (PLoS) |
| subjects | Analysis Arteriosclerosis Biology and Life Sciences Care and treatment Case reports Case studies Chronic illnesses Communication Computer and Information Sciences Condition monitoring Critically ill Diabetes Diabetes mellitus Digitization Empowerment Evaluation Failure analysis Health care Health care policy HIV Hospitals Human immunodeficiency virus Humans Medical care Medical personnel Medical records Medical research Medicine and Health Sciences Medicine, Experimental Meetings Outpatient care facilities Pandemics Patient satisfaction Patient-centered care Patient-Centered Care - methods Patients People and Places Physician and patient Professionals Qualitative Research Quality management Renal failure Research and Analysis Methods Telemedicine Web portals |
| title | The never-ending patient journey of chronically ill patients: A qualitative case study on touchpoints in relation to patient-centered care |
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