A model for designing healthcare service based on the patient experience

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.