A Practical Model of Value Co-creation in Healthcare Service

The concepts of value co-creation and S-D logic have been widely used in industrial services. However, their application in healthcare services still remain in the theoretical and experimental phase. This study develops a model for the practical application of value co-creation in healthcare services. It improves the service quality by collecting the rating of patients’ satisfaction for service and interpreting their feedback into promotion strategies. Since patients are regarded as the customers, which makes patients the value co-creators in healthcare services, understanding patients’ satisfaction and demands from their feedback can give healthcare providers a better insight of the improvement spaces for healthcare services. Satisfaction is the core outcome measure for healthcare service which can be used to evaluate the performance of healthcare providers, enhance service training programs, and obtain insights into management strategies. The model illustrates that collecting and analysing the patients’ feedback in a systematic way can involve patients in co-creating value for healthcare service efficiently.