Co-‐creation and learning in healthcare service development
2012 (English)In: Journal of Service Management, ISSN 1757-5818, Vol. 23, no 3, 328-343 p.Article in journal (Refereed) Published
Purpose - This study has the purpose of developing and evaluating a model for patient cocreation and learning based on diaries for use in healthcare service development. In particular, we investigate the process of patient co-creation and different mechanisms through which healthcare service providers can learn from the patient.
Design/methodology/approach – The study is based on an action research approach. First, a development phase for patient co-creation and learning leading to a proposed model was conducted. Second, a test phase of the diary-based method was performed on 53 patients in three cases: orthopaedic care, rehabilitation care and gastroenterology care.
Findings – We suggest a model for co-creation and learning in healthcare service development with three ways of learning. Firstly, the model may be used as a means for generating and collecting patient ideas; secondly, a single patient’s story can be illustrated, and serve as an incentive for healthcare service development and creation of patient-centred care; finally, a larger number of diaries can be analysed and combined with patient surveys to provide a deeper understanding of how the patient experiences health care services.
Originality/value – This study extends the research on diary-based methods as an operationalisation of co-creation in two ways. Firstly, the study offers new and more diverse ways of using the rich material provided by customer diaries in the development of services. Secondly, the study suggests a co-creation approach of involving patients in healthcare service development through patient diaries.
Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2012. Vol. 23, no 3, 328-343 p.
Co-creation, service development, healthcare, action research
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-78716DOI: 10.1108/09564231211248435ISI: 000308627000003OAI: oai:DiVA.org:liu-78716DiVA: diva2:535094