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Customer experience in a healthcare co-creation setting: insights from providers and patients in Ghana

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Resumo:In the context of healthcare, the current thesis seeks to enrich the understanding of the value co-creation process in the patients’ experience encounters with healthcare providers in the malaria treatment process. Three qualitative studies were conducted. Data collection involves face-to-face interviews with 36 key informants at a university clinic in Ghana. The first study concentrated on patients’ perspectives of value in use emerging from communication and interaction value, information sharing and access to information value, treatment value, and well-being. The second study reports on patients’ experiences of the contextual elements for value co creation. The third study investigates patients’ smooth journey encounters in co creation. The contribution of this thesis to co-creation literature is threefold. First, the thesis contributes to patients’ value in use in healthcare encounters in the malaria treatment process from communication and interaction, information sharing, and access to information, treatment, and well-being perspectives. Additionally, the thesis contributes to how continuous improvement in healthcare services facilitates the value co-creation process. Second, the thesis contributes to the contextual dimensions during patients’ encounters with healthcare providers indicating how the contextual elements facilitate co-creation in healthcare encounters. This concentrates on dimensions such as physical space, digital communication, and location and access to the facility, which facilitate patients’ experiences in the encounter process. Third, the thesis contributes to how a smooth journey facilitates value co-creation. Co-creation features that emerge in the smooth journey encounters in the context of a healthcare setting include openness, relationship, comfortability of service encounters, satisfaction, and accessibility of healthcare providers, to improve healthcare delivery. Finally, based on the findings, several managerial implications are suggested for healthcare managers. Furthermore, research limitations that offer directions and avenues for future research are presented.
Autores principais:Agyapong, Kingsley
Assunto:Value co-creation Patient experience Healthcare Malaria treatment Ghana Cocriação de valor Experiência do paciente Cuidados de saúde Tratamento da malária Gana
Ano:2024
País:Portugal
Tipo de documento:tese de doutoramento
Tipo de acesso:acesso aberto
Instituição associada:Universidade do Minho
Idioma:inglês
Origem:RepositóriUM - Universidade do Minho

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