Creating a positive experience in healthcare is more than just receiving or delivering a simple service. Healthcare facilities have a unique product (which often is a service) with complex components that need to be understood to create a good customer/patient experience. Think about a recent experience you had as a customer/patient at a healthcare facility.
Using that experience, discuss the following:
1. Briefly outline your overall visit purpose & type of healthcare facility that you visited indicating if your experience was a positive or negative experience.
2. Based on the scale of market entities, was your healthcare experience discussed above tangible dominant or intangible dominant? Explain your response.
3. Utilizing the Servuction Model (pg. 9-13), describe each of the four (4) categories of the model and how those categories related to the creation of either your positive or your negative experience. Be specific and include a minimum of one (1) paragraph for each category.
4. Choose at least two (2 ) of the Servuction categories and describe one way the healthcare facility could have improved your experience in each of those categories.
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