The excellence of patient-centred healthcare: investigating the links between satisfaction, co-creation and empowerment

Purpose. Nowadays, international healthcare agendas are focused on patient centeredness. Each policy is aimed at improving different dimensions, the main ones are patient satisfaction, patient empowerment and value co-creation. The aim of this paper is to investigate the links between these dimensions and analyse their correlation. Methodology. Through a literature review on patient satisfaction, empowerment and value co-creation, their links are theoretically outlined and it is constructed a questionnaire administered to 246 chronic patients. The results are analysed with the Pearson correlation. Findings. The results show that the variables investigated positively influence each other. Therefore, in order to increase patient satisfaction, it is necessary to stimulate patient empowerment which in turn has a positive influence on the patient’s ability to contribute to value creation and vice versa. Practical implications. To practitioners, the study provides suggestions how to achieve a patient-centred healthcare by improving patient satisfaction, knowledge, participation and responsibility in care and his/her involvement in the value creation process. Originality/value. Over the last decade, healthcare management literature has shifted focus from healthcare organizations to patients. Contributions to patient satisfaction, empowerment, and co-creation exponentially increased, however, these dimensions are often studied separately. This work provides a first useful input to investigate the links between these dimensions and to test them with an empirical analysis.