Patient empowerment for healthcare service quality improvements: a value co-creation view

Purpose. This paper focuses on how a value co-creation view and Patient Empowerment can contribute to the improvement of the healthcare service quality. Methodology. This conceptual contribution is developed by applying the theoretical perspectives of Service-Dominant logic to the study of quality in the healthcare service focusing on the Patient perspective. Findings. According to a service logic, the healthcare service value is co-created through interaction and shared activities with all the participants of the healthcare network, including patients. Patient participation, as the part of shared decision making process, leads to improve mental well-being, medical status, satisfaction with the physician, therefore, perceived quality. The relationship between patient and correspondents becomes a dialogue in which both parties are engaged in pursuing the common goal: to achieve the better quality and safety of the healthcare. Practical implications. To practitioners, the study provides suggestions how to improve the healthcare service quality by engaging patients in the processes of prevention, treatment and rehabilitation. Originality/value. Since Total Quality Management insights to healthcare dating back to early 90s, several studies have been developed about the health service quality, focusing on procedures, methods, measurement tools, however, more efforts ought to be placed in pursuing patients’ active role.