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2019 | OriginalPaper | Buchkapitel

Supporting ED Process Redesign by Investigating Human Behaviors

verfasst von : Alessandro Stefanini, Davide Aloini, Peter Gloor, Federica Pochiero

Erschienen in: Business Process Management Workshops

Verlag: Springer International Publishing

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Abstract

Human behaviors play a very relevant role in many Knowledge-Intensive Processes (KIPs), as healthcare processes, where the human factors are predominantly involved. Accordingly, health process performances, and particularly patient satisfaction, are highly affected by practitioners’ behaviors and interactions.

Leveraging the novelty and potential of wearable sensors, this research aims to investigate behavioral factors affecting patient satisfaction in the Emergency Department (ED), with the final goal of supporting the ED process (re-)design in a holistic perspective. 51 patients and 135 practitioners were systematically monitored in a real emergency department using the Sociometric badges. Preliminary results show that patient satisfaction is greatly influenced by behavioral factors. Specifically, the ED doctors’ behaviors seem to assume the most important role in the formation of patient perceptions during ED process. Finally, findings provide to researchers, practitioners, and health managers indications for designing and/or improving the ED service process.

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Vorheriges Kapitel Mining Personal Service Processes: The Social Perspective

Nächstes Kapitel The Potential of Workarounds for Improving Processes

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Titel: Supporting ED Process Redesign by Investigating Human Behaviors
verfasst von: Alessandro Stefanini
Davide Aloini
Peter Gloor
Federica Pochiero
Verlag: Springer International Publishing
Buch: Business Process Management Workshops
Print ISBN: 978-3-030-37452-5

Electronic ISBN: 978-3-030-37453-2

Copyright-Jahr: 2019
DOI: https://doi.org/10.1007/978-3-030-37453-2_27

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