Innovation management in highly complex health services, a view from de user experience
DOI:
https://doi.org/10.31637/epsir-2025-991Keywords:
health experience, innovation, triple goal in health, user experience, quality in health servicesAbstract
Introduction: This study examines the determinants of user satisfaction in high complexity health services, specifically in Neurodinamia SA, in the Colombian Caribbean Region. The focus is on the user experience along the route of prevention, diagnosis and treatment of cerebrovascular pathologies. Methodology: An in-depth case study was used, validating the business innovation implemented in the company. Quantitative data were obtained through user ratings and binomial logistic regression analysis to assess satisfaction according to dimensions such as quality, relevance, timeliness, empathetic treatment, accessibility and safety. Results: The variables that best predict user satisfaction are the timeliness of the service, the clarity of the information provided and the treatment received by the medical staff. These dimensions directly influence users' perception of service quality. Discussion: The concept of the triple aim in health is useful for understanding and accurately defining the user experience, ensuring continuous improvement in the quality of health services. Conclusions: The key variables for improving user satisfaction in highly complex health services are timeliness, clarity of information and empathetic treatment by staff.
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Copyright (c) 2024 Jose Alejandro Machado Jimenez, Maria Cristina Bustillo Castillejo, Yesid Ivan De la Espriella Mendoza
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