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Supporting ED Process Redesign by Investigating Human Behaviors

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Business Process Management Workshops (BPM 2019)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 362))

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Abstract

Human behaviors play a very relevant role in many Knowledge-Intensive Processes (KIPs), as healthcare processes, where the human factors are predominantly involved. Accordingly, health process performances, and particularly patient satisfaction, are highly affected by practitioners’ behaviors and interactions.

Leveraging the novelty and potential of wearable sensors, this research aims to investigate behavioral factors affecting patient satisfaction in the Emergency Department (ED), with the final goal of supporting the ED process (re-)design in a holistic perspective. 51 patients and 135 practitioners were systematically monitored in a real emergency department using the Sociometric badges. Preliminary results show that patient satisfaction is greatly influenced by behavioral factors. Specifically, the ED doctors’ behaviors seem to assume the most important role in the formation of patient perceptions during ED process. Finally, findings provide to researchers, practitioners, and health managers indications for designing and/or improving the ED service process.

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Authors and Affiliations

  1. University of Pisa, Lungarno Pacinotti, 43, 56126, Pisa, Italy

    Alessandro Stefanini, Davide Aloini & Federica Pochiero

  2. Massachusetts Institute of Technology, Massachusetts Avenue, 77, Cambridge, MA, 02139, USA

    Peter Gloor

Authors
  1. Alessandro Stefanini
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  2. Davide Aloini
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  3. Peter Gloor
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  4. Federica Pochiero
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Corresponding author

Correspondence to Alessandro Stefanini .

Editor information

Editors and Affiliations

  1. Fondazione Bruno Kessler, Trento, Italy

    Chiara Di Francescomarino

  2. Eindhoven University of Technology, Eindhoven, The Netherlands

    Remco Dijkman

  3. University of Vienna, Vienna, Austria

    Uwe Zdun

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Stefanini, A., Aloini, D., Gloor, P., Pochiero, F. (2019). Supporting ED Process Redesign by Investigating Human Behaviors. In: Di Francescomarino, C., Dijkman, R., Zdun, U. (eds) Business Process Management Workshops. BPM 2019. Lecture Notes in Business Information Processing, vol 362. Springer, Cham. https://doi.org/10.1007/978-3-030-37453-2_27

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  • DOI: https://doi.org/10.1007/978-3-030-37453-2_27

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-37452-5

  • Online ISBN: 978-3-030-37453-2

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