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

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Thiry, France ULiège
Promotor(s) : Delcourt, Cécile ULiège
Date of defense : 19-Jun-2020/23-Jun-2020 • Permalink : http://hdl.handle.net/2268.2/8974
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Title : Comment fluidifier l'expérience du patient au sein du service de "chirurgie plastique et maxillo-faciale" du CHU de liège
Translated title : [en] How to streamline the patient experience in the department of "chirurgie plastique et maxillo-faciale" at CHU Liège?
Author : Thiry, France ULiège
Date of defense  : 19-Jun-2020/23-Jun-2020
Advisor(s) : Delcourt, Cécile ULiège
Committee's member(s) : Dessart, Laurence ULiège
Pays, Isabelle ULiège
DIKENDA, Kesa ULiège
Language : French
Number of pages : 130
Keywords : [en] Plastic Surgery
[en] Patient
[en] Hospital
[en] Experience
[en] Satisfaction
[en] Loyalty
Discipline(s) : Business & economic sciences > Marketing
Target public : Professionals of domain
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en international strategic marketing
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège

Abstract

[en] 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.


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Author

  • Thiry, France ULiège Université de Liège > Master sc. gest., à fin.

Promotor(s)

Committee's member(s)

  • Dessart, Laurence ULiège Université de Liège - ULiège > HEC Liège : UER > UER Management : Marketing et intelligence stratégique
    ORBi View his publications on ORBi
  • Pays, Isabelle ULiège Université de Liège - ULiège > HEC Liège : UER > UER Opérations
    ORBi View his publications on ORBi
  • DIKENDA, Kesa ULiège Centre Hospitalier Universitaire de Liège - CHU > Services d'appui à l'Administrateur Délégué > Simplification des processus et amélioration continue
    ORBi View his publications on ORBi
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