Visualizing desirable patient healthcare experiences

Sandra S. Liu, Hyung T. Kim, Jie Chen, Lingling An

Research output: Contribution to journalArticlepeer-review

8 Scopus citations


High healthcare cost has drawn much attention and healthcare service providers (HSPs) are expected to deliver high-quality and consistent care. Therefore, an intimate understanding of the most desirable experience from a patient's and/or family's perspective as well as effective mapping and communication of such findings should facilitate HSPs' efforts in attaining sustainable competitive advantage in an increasingly discerning environment. This study describes (a) the critical quality attributes (CQAs) of the experience desired by patients and (b) the application of two visualization tools that are relatively new to the healthcare sector, namely the "spider-web diagram" and "promotion and detraction matrix." The visualization tools are tested with primary data collected from telephone surveys of 1,800 patients who had received care during calendar year 2005 at 6 of 61 hospitals within St. Louis, Missouri-based, Ascension Health. Five CQAs were found by factor analysis. The spider-web diagram illustrates that communication and empowerment and compassionate and respectful care are the most important CQAs, and accordingly, the promotion and detraction matrix shows those attributes that have the greatest effect for creating promoters, preventing detractors, and improving consumer's likelihood to recommend the healthcare provider.

Original languageEnglish (US)
Pages (from-to)116-130
Number of pages15
JournalHealth marketing quarterly
Issue number1
StatePublished - Jan 2010


  • Healthcare experience
  • Promotion and detraction matrix
  • Spider-web diagram

ASJC Scopus subject areas

  • General Health Professions
  • Marketing


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