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ABSTRACT
The purpose of this study is to develop a model for designing healthcare service based on the patient experience. Specifically, this paper views patient’s experiences as an essential element for healthcare value co-creation, and thus proposes a model for designing healthcare service process based on interactions between patients and providers in encounters or touchpoints. This study provides a new design approach to healthcare service that can enhance further research on the relationships among care quality, patient satisfaction and experience, and value co-creation. In addition, the developed framework provides how patient’s participation encourages service interactions for value co-creation. The proposed model for healthcare service design can help organizations achieve excellent service quality through value co-creation that encompasses patient experiences in the delivery of quality services. The application of design thinking in co-creating quality healthcare is the innovative aspect of this study.
Disclosure statement
No potential conflict of interest was reported by the authors.
Notes on contributor
DonHee Lee is an Assistant Professor of Service Operations Management at Inha University. Her research interests include service and production operations management, CSR, service innovation and quality, and supply chain management. She has published research in refereed journals such as International Journal of Operations & Production Management, International journal of Production Economics, The Service Industries Journal, Total Quality Management & Business Excellence, Service Business, and Technological Forecasting & Social Change, etc., primarily on the topic of operations management, healthcare management, and SCM.