Journal title ECONOMIA E DIRITTO DEL TERZIARIO
Author/s Massimiliano Gallo, Cinzia Panero, Milena Vaineri
Publishing Year 2018 Issue 2017/3
Language Italian Pages 0 P. File size 0 KB
DOI 10.3280/edt3-2017oa6267
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In recent years, the demand for services of Emergency Department has been increasing, with particular reference to non-urgent patients, who, by definition, should be treated elsewhere. Several researches have pointed out that these patients are the most unsatisfied.The paper aims to analyze the characteristics of non-urgent patients, focusing the attention on two behavioural segments, that is patient without previous admissions and frequent users. The aim of the paper is to unveil the determinants of these patients’ satisfaction. In this vein the healthcare services could better address the needs of these different segments of patients, at the same time increasing their satisfaction and avoiding that the patients without previous admissions become the frequent users of tomorrow.
Keywords: emergency department, non-urgent patients, segmentation, frequent user, patient satisfaction, survey
Massimiliano Gallo, Cinzia Panero, Milena Vaineri, La segmentazione comportamentale dei pazienti non urgenti in Pronto Soccorso: specificità degli utenti frequent user ed occasionali in "ECONOMIA E DIRITTO DEL TERZIARIO" 3/2017, pp , DOI: 10.3280/edt3-2017oa6267