Comment fluidifier l'expérience du patient au sein du service de "chirurgie plastique et maxillo-faciale" du CHU de liège

Abstract

The aesthetic market, surgical or not, is expected to triple within ten years, with an annual growth rate of 8%, over the 2018-2023 period. Nowadays, in the medical field, the patient’s experience, in a hospital or in a specific Service, plays a crucial role and allows institutions to differentiate from each other. The ability of a Service to properly perceive the expectations and the needs of its patients would make its reputation successful. Moreover, this topic is often discussed in health policy debates.

That is why PREMs and PROMs are measures that can help to better understand and perceive what patients need to be satisfied with their surgery procedure, medical counselling and stay. More and more institutions are using it to ensure excellent service quality to their patients. This would result a certain level of satisfaction and loyalty over the institution.

Through this study, factors that play a key role in improving the fluidification of the patient’s experience in the Service of “chirurgie plastique et maxillo-faciale” of CHU de Liège are reported, through the literature review. In addition, the criteria influencing their satisfaction are exploited, as well as the strengths and weaknesses of the Service, which may – or not – increase the number of annual surgical procedures and gain their loyalty.

Then, an empirical analysis is conducted, including a qualitative study, in order to understand in-depth the patient’s feelings and expectations in Professor Nizet’s Service. The aim is to optimize their experience regarding their surgical procedure and/or consultation, and to constantly improve the points of complexity encountered.