You are here

How can the patient experience revitalize our healthcare system?

Comment l’expérience patient peut-elle revitaliser notre système de soin ?
Published on
27 September 2018

What do patients feel in the moments just before they receive the results of a diagnostic? How do they experience isolation during hospitalization? What uncomfortable situations do they have to deal with during health services? What importance is given to family members during a patient’s treatment? In March 2018, more than 60 healthcare players tried to answers these questions and many more during a workshop organized by the French Institute for Patient Experience and Grenoble Ecole de Management.

The primary goal of the workshop was to explore how to integrate a patient’s experience in the overall treatment process in order to encourage a positive dynamic in hospitals. In other words, how to improve the “care” in healthcare. How can listening and caring be offered to the patient? What impact does this have on the cure? The answer is without a doubt: Yes it has an impact!

“In business we have long asked for client feedback to improve the quality of services. Why not do this in healthcare? Patients know much more than we imagine and they can help improve the system. That’s the whole point of including their experience,” highlights Amah Kouevi, founder and director of the French Institute for Client Experience in Paris.

The building blocks for a patient-oriented culture

The workshop was the first of its kind in France due to the diversity of its participants and the size of the event. "The workshop is the result of a partnership between the French Institute for Client Experience and Grenoble Ecole de Management, a school that has earned the recognition of the healthcare world on this particular topic," explains Benoît Meyronin, a researcher and professor of marketing at GEM and an expert on customer experience who has been supporting hospitals on this subject for the past ten years.

The primary participants included hospitals, training centers, the governmental authority for healthcare, pharmaceutical companies, the healthcare ecosystem, paramedical actors, administrative actors, and of course, patients.

“The ambition behind this ‘patient-oriented’ approach is to go beyond regulatory guidelines in terms of the information provided to patients and quality control,” underlines Benoît, who is also a member of the advisory board at the French Institute for Patient Experience. “The goal is to create a fundamental change in culture by ensuring patients are at the center of healthcare. It starts with a 360° vision of his or her needs and not simply a vision of medical treatment. As a result, patient experiences can be a powerful catalyst for medical teams to find meaning in their daily activities. It brings their attention back to their fundamental motivation: helping the patient.”

Building the community

There are already several French institutions that are pioneers in this field: several entities of the APHP in Paris, the Brest Hospital, the Lilleou Hospital, the Northwestern Hospital Center, the Saint-Joseph Hospital Foundation in Paris, the Lyon Hospital… “All of these actors are convinced that increasing management’s attention towards patients and medical teams is a determining factor is the quality of healthcare and healing,” adds Benoît.

As a result, this new partnership aims to unite French pioneers in the field of patient-oriented healthcare experiences in order to promote positive initiatives, develop training programs that integrate patient experience, and finally, raise awareness throughout the healthcare ecosystem. To do so, a web portal has also been created to publicize events and information concerning patient experience as well as connect various initiatives and actors both in France and abroad.

Patient experience: the new key to healthcare?

Renewed interest in the patient's experience signals a positive dynamic in hospitals. What are the major levers to encourage this virtuous path?

  • Developing awareness (what is the “patient experience”?) and methods based on those that have been successful in business (working on the patient experience, creating a framework with concrete indicators and rituals, demonstrating the added value of a positive patient experience…)
  • Going beyond treatment to take into consideration the need for recognition that is voiced by patients and medical teams. This will benefit the entire system.
  • Create an approach that enables the patient to be more involved and thereby play an active role in his or her healthcare.
  • Rely on patient feedback to adjust and improve healthcare practices.
  • Promote patient-oriented initiatives and facilitate the sharing of experiences in order to encourage the spread of best practices from one institution to another.

On the same subject

  • Le Défi de la rentrée 2019 : 700 étudiants rôdés à la controverse
    Published on 21 October 2019

    The 2019 Challenge: 700 students debate the future of society

    How can educational institutions prepare students to be better citizens and future managers? For 700 first year students in the Grande Ecole Program, the 2019 Challenge was a first step towards a greater understanding of current, major societal and...

  • Energie. La régulation des prix décourage la concurrence
    Published on 20 October 2019

    Energy: price regulation discourages competition

    A new European study analyzes the impact of price regulation on competitiveness in the European energy market. After 20 years of moving towards a liberalized energy market, the study notes that many countries report limited motivation by customers...

  • Charles-Clemens Rüling, Directeur de la Recherche à GEM, parle du défi de la confiance collective dans le secteur de la santé.
    Published on 08 October 2019

    Video: The role of trust in the new mHealth and eHealth segments

    Charles-Clemens Rüling, Associate Dean for Research at Grenoble Ecole de Management, works with a team of experts on role of trust in the mHealth and eHealth segments.

  • 1ère « Medical Game Jam » du 15 au 17 novembre à Paris (Hôpital de la Pitié-Salpêtrière AP-HP)
    Published on 17 September 2019

    First « Medical Game Jam » November 15th – 17th, 2019, Paris

    "Medical Game Jam: Medical research comes into play!" is the name of the first "Medical Game Jam" taking place on November 15th-17th, 2019, at the Hôpital de la Pitié-Salpêtrière AP-HP. Organized by ComPaRe and Grenoble Ecole de Management, it is...

  • Des catalogues digitaux enrichis… Pour quoi faire ?
    Published on 16 September 2019

    Digitally enhanced catalogs… A winning promise?

    3D images, videos, detailed product files… Digitally enhanced catalogs offer a new, trendy marketing tool. Yet research confirms that such enhancements aren’t necessarily a worthy investment.

  • La recherche prospective : épicentre de l’innovation
    Published on 22 July 2019

    Forward-looking search: encouraging cutting-edge innovation

    Innovation is at the heart of business growth, in particular for dynamic sectors such as the high tech industry. To encourage radical innovation, it’s essential to integrate a future-oriented search and analysis process throughout an innovation...

  • Quand la réalité virtuelle entre dans le bloc opératoire
    Published on 21 June 2019

    Virtual reality to enter the operating room

    The age of virtual reality is upon us and with it, new approaches to education. Thanks to its immersive environment, virtual reality offers a unique opportunity for training in at-risk environments such as hospital operating rooms.

  • Comment réhabiliter les sens dans un environnement numérique ?
    Published on 24 May 2019

    How to re-integrate our senses in a digital environment?

    The 90s brought sensorial experiences to physical shops. With the digital revolution, how can we bring the same experiences to digital environments?

  • simulation-based medical tool
    Published on 09 April 2019

    Virtual reality: training medical students on infection control

    Grenoble Ecole de Management, University Grenoble Alpes, Imperial College London and Heidelberg University have partnered with the start-up Simango to deliver the first virtual reality training on infection control in operating rooms.

  • Charles-Clemens Rüling, Directeur de la Recherche à GEM, parle du défi de la confiance collective dans le secteur de la santé
    Published on 22 February 2019

    Health Sector: Charles-Clemens Rüling about the challenge of collective trust

    Charles-Clemens Rüling, Associate Dean for Research at GEM and Coordinator of the Chair for Public Trust in Health

  • David Gotteland est professeur de marketing à Grenoble Ecole de Management
    Published on 21 June 2018

    How Can You Create a Reliable Innovation Process?

    Formatted, creative methods with a framework enable scientifically proven increases in innovation processes. The stakes are high as only 15% of innovative ideas at a company end up as financial and commercial successes.

  • Comment les primes influent la vente de produits neufs ou recyclés ?
    Published on 19 June 2018

    Sales Incentives: Balancing New and Remanufactured Goods

    Remanufactured goods can provide companies with higher profit margins. But, it’s essential for companies to implement a strategy that adequately balances the sale of new and remanufactured products.

  • Can TV Characters Teach Us About Management?
    Published on 14 September 2017

    Can TV Characters Teach Us About Management?

    From Mad Men to The Sopranos or The Walking Dead, discover the management wisdom of characters in popular TV series.

  • Team management for doctors
    Published on 07 July 2017

    Healthcare: Providing Doctors With Team Management Training

    - In 2013, a pilot program was launched to train French doctors, pharmacists and department heads to better understand team management. This program was a turning point in the management process at the French public hospital in Grenoble (CHU GA)....

  • fornerino-marianela
    Published on 19 April 2017

    Sensory Marketing: Reinventing the Customer Experience

    How can images, sounds, smells, touch and taste impact a customer’s intention to purchase?

  • Published on 19 March 2017

    Easy-to-Read Food Labels Increase Intention to Purchase

    The battle for healthy food has become a worldwide concern. Public health agencies have invested energy and resources in fighting health risks such as obesity. In this battle, food labels that indicate nutritional facts have come to play a vital...

  • research on Contextual Television Advertising
    Published on 28 February 2017

    Research: Questioning the Effectiveness of Contextual Television Advertising

    As businesses and marketing go digital, companies have to track the effectiveness of their advertising across many channels. The growth of online transactions has made website conversions an essential factor for many businesses. Thanks to detailed...

  • research on logo makeover perception
    Published on 18 October 2016

    Time for a Logo Makeover? Make it a Hit!

    A logo represents a brand’s image. It highlights its values and market position. Changing your logo can be a delicate transition. How can you ensure a smooth change? In January 2014, Grenoble Ecole de Management unveiled its new logo. Caroline Cuny...

  • Published on 22 June 2015

    Research: Microeconomic Degrowth, Community Supported Agriculture

    Economic growth is the cornerstone of mainstream macroeconomics. In the face of economic crises and unemployment, growth has long been the only acceptable solution. Yet many issues have started to challenge this dominant economic model. As a result...

  • Recherche : nutrition des sportifs et plaisir
    Published on 16 June 2015

    Is It Fun or Exercise ? The Framing of Physical Activity Biases Subsequent Snacking

    While the benefits of exercising are widely accepted by consumers and healthcare providers, people who begin an exercise program don't necessarily lose weight. A fact that can be frustrating not only for practitioners, but their coaches and...

  • Published on 16 January 2015

    Nostalgia makes consumers more likely to spend or donate money

    The use of nostalgia has been a top trend in marketing in the last few years, in commercials, product lines and even TV shows. The present study demonstrates that feeling nostalgic weakens the desire to hold on to money, and makes it easier to part...