Listening to the voice of the patient: new insights in health care service development
2011 (English)In: Proceedings QMOD Conference on Quality and Service Sciences 2011 / [ed] Carmen Jaca, Ricardo Mateo, Elizabeth Viles, Javier Santos, 2011Conference paper (Other academic)
Background and Purpose –
The patient is usually the only one with a full understanding and experience of an entire health care episode, yet this experience and knowledge is seldom used in health care service development. It is not an understatement to say that lip service is often paid to the patient’s view. This paper aims to draw attention to the possibilities of user-driven innovation in the health care sector. The research question that guides the present study is: How can patients participate in health care development, depending on the degree of co-production in care processes?
Design/methodology/approach – The empirical data was collected through the use of patient diaries. Participants belonged to either one of two categories of care – chronic disease (rehabilitation, gastro) and episodic disease (orthopaedic surgery). The participants were asked to write about everyday situations which were related to their own health care problem and contacts with health care providers, and write down ideas for improvements. In total, 53 diaries have been collected and analysed. The analysis was made through a process where patient ideas were identified and classified by the researchers. Descriptive statistics on the characteristics of the ideas and their relation to service development were then made.
Findings – Our results show that patients can make varying contributions to the development of health care services, depending on the degree of co-production and the context of idea generation. Based on these two variables we describe four different roles for the contribution of patients to the development of health care services: patient as provider of information (patient with episodic disease at caregiver); patient as an expert (patient with chronic disease at caregiver); patient as co-developer (patient with chronic disease at home); and patient as sole developer (patient with episodic disease at home).
Research implications –The patient diary opens new, interesting opportunities in the field of patient co-creation. Much more work is needed in this direction.
Practical implications – We stress that the patient is an under-used resource and listening to the voice of the patient can generate great benefits for health care service development.
Place, publisher, year, edition, pages
Patient driven innovations, health care improvement, diaries
Economics and Business
IdentifiersURN: urn:nbn:se:liu:diva-73597ISBN: 84‐8081‐211‐7OAI: oai:DiVA.org:liu-73597DiVA: diva2:474777
14th QMOD conference on Quality and Service Sciences