Both Sides Now: What do health care professionals learn from being a patient?

Event Date: 19 September 2024

Speaker: Dr Andrew Gallan, Florida Atlantic University

Time: 2.45pm-4.30pm

Venue: Strathclyde Business School, Cathedral Wing, CW408

 Brief introduction:

To gain insights from how health care providers learn from their experiences as a patient, from “the other end of the stethoscope,” this study analyses 100 narratives published in the Journal of the American Medical Association. The resulting organising framework shows how learning from and sharing one’s experience holds the potential to enhance empathy, a critical imperative for service providers. The framework can be adopted by other types of service to improve customer experience management while the outer rings can structure efforts to improve patient-centred health care.

About the guest speaker:

Andrew Gallan, PhD (Centre for Services Leadership - Arizona State University) is based at Florida Atlantic University's College of Business in Boca Raton, FL. His almost 20 years of business experience in sales, sales management, and marketing, which, combined with his academic qualifications, enable him to have a distinct perspective on research and teaching. Andrew's areas of research include service design, transformative service research, and customer/patient experience. Andrew consults to business in the areas of Customer Relationship Management, Service Marketing and Management, and Customer Experience.

Hosted by the Stephen Young Institute for International Business, Dr Andrew Gallan is delivering two guest lectures while here. Please email sy-institute@strath.ac.uk for more information and registration.

Published: 17 September 2024