IMPROVING PATIENT EXPERIENCE: IMPLEMENTATION OF A PRODUCT-SERVICE SYSTEM WITH ALTERNATIVE TREATMENT

Abstract

This research paper investigates applying a product-service system (PSS) approach in Guru Singa Alternative Treatment to enhance the patient experience and add value to their services. The study comprises three key steps: determining the quadrant position of the products/services, selecting alternative PSS quadrants, and identifying needs and resources. Analysis of a questionnaire and insights from the owner revealed that Guru Singa Alternative Treatment falls under the quadrant of Service Providing. The owner deliberately chose a combination of PSS quadrants, including Advice & Consulting, Product Lease, and Functional Result, aligning with the identified needs and eligible quadrants. To address these needs, we propose two solutions. Firstly, a free consultation program is recommended, providing patients expert guidance and support during treatment and recovery. Additionally, educational initiatives will promote bone health and injury prevention. Secondly, an integrated recovery and rehabilitation program is suggested for physical therapy, occupational therapy, and psychological counseling. Easy access to essential medical equipment further aids patient recovery. Implementing these solutions aims to enhance the patient experience, add value, and strengthen the reputation of Guru Singa Alternative Treatment. This research contributes to developing effective fracture recovery practices and improved patient care in alternative treatment facilities. Adopting the PSS approach offers promising opportunities for innovation and advancing healthcare quality in alternative treatments.