@thesis{Seussler2021, author = {Seußler, Anna}, title = {Digitalisierung im Krankenhaus: Analyse der Patient Experience anhand der firmenkontrollierten digitalen Touchpoints entlang der Patient Journey}, publisher = {Technische Hochschule Ingolstadt}, address = {Ingolstadt}, url = {http://nbn-resolving.de/urn:nbn:de:bvb:573-32995}, pages = {VIII, 226}, school = {Technische Hochschule Ingolstadt}, year = {2021}, abstract = {The hospital business model is facing a transformation due to technological progress and the growing influence of the patients. German hospitals are challenged to respond with a patient-centered approach that focuses on the patient and the patient experience. This thesis aims to develop a patient experience concept that is actionable for hospitals. The foundation for this is the conceptualization of customer experience from a customer-centric lens. The concept includes determinants that describe and influence the experience. Adapted to healthcare, the patient experience comprises three building blocks: touchpoints, context and dimensionality. By qualitative research with focus groups, the patient experience in hospitals is examined on the basis of two firm-controlled digital touchpoints. The concept is evaluated based on the findings. As a result of the research, it is shown that the building blocks describe the patient experience. The operationalization of the building blocks enables a deeper insight into the creation of experience. Accordingly, the patient experience is conceptualized as the multidimensional patient response to touchpoints along the patient journey that is influenced by contextual factors. Hospitals can build an understanding of how experience is generated (touchpoints), what influences it (context) and what describes it (dimensionality) so they can create patient experience.  }, language = {de} }