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Innovation in Medicine and Healthcare 2015 pp 173–182Cite as

Smart Technology for a Smarter Patient: Sketching the Patient 2.0 Profile

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Part of the book series: Smart Innovation, Systems and Technologies ((SIST,volume 45))

Abstract

Patients’ behaviors are changing over time as effect of the Health 2.0 phenomenon that entails the integration of information and communication technologies (ICTs) in healthcare. A new patient profile with growing expectations is emerging in today’s healthcare world. In this scenario patient satisfaction has to be pursued through disruptive marketing strategies: healthcare providers are required to establish closer relationships with patients by leveraging both physical, experiential and technological service elements. Both qualitative and quantitative analysis were performed on a random sample of 2808 people divided into three groups: 737 outpatients and 861 inpatients of Niguarda Ca’ Granda Hospital (Milan, Italy) and 1210 citizens reached through an online survey while browsing the hospital webpage between January and April 2014. Descriptive statistics and bivariate analysis were carried out. Beta coefficients were calculated to investigate the emerging patient satisfaction drivers. New healthcare guidelines were depicted in order to match patient 2.0 requirements.

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Author information

Authors and Affiliations

  1. Department of Marketing, Bocconi University, CERMES (Centre for Research on Marketing and Services), Milan, Italy

    Luca Buccoliero & Elena Bellio

  2. Bocconi University CERMES (Centre for Research on Marketing and Services), Milan, Italy

    Maria Mazzola & Elisa Solinas

Authors
  1. Luca Buccoliero
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  2. Elena Bellio
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  3. Maria Mazzola
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  4. Elisa Solinas
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Corresponding author

Correspondence to Luca Buccoliero .

Editor information

Editors and Affiliations

  1. Ritsumeikan University, College of Info Sci & Engg, Kusatsu, Japan

    Yen-Wei Chen

  2. Mikeletegi Pasealekua 57, Vicomtech-IK4, Donostia San Sebastian, Spain

    Carlos Torro

  3. College of Information Science and Engineering, Ritsumeikan University, Kusatsu-shi, Shiga, Japan

    Satoshi Tanaka

  4. KES International, Shoreham-by-Sea, United Kingdom

    Robert J. Howlett

  5. Faculty of Education, Science, Technology and Mathematics, University of Canberra, Canberra, Australia

    Lakhmi C. Jain

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© 2016 Springer International Publishing Switzerland

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Buccoliero, L., Bellio, E., Mazzola, M., Solinas, E. (2016). Smart Technology for a Smarter Patient: Sketching the Patient 2.0 Profile. In: Chen, YW., Torro, C., Tanaka, S., Howlett, R., C. Jain, L. (eds) Innovation in Medicine and Healthcare 2015. Smart Innovation, Systems and Technologies, vol 45. Springer, Cham. https://doi.org/10.1007/978-3-319-23024-5_16

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  • DOI: https://doi.org/10.1007/978-3-319-23024-5_16

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-23023-8

  • Online ISBN: 978-3-319-23024-5

  • eBook Packages: EngineeringEngineering (R0)

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