Transforming health-care service through consumer co-creation: directions for service design

Abstract

Purpose The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims to examine how health consumers are involved in health-care service co-creation. Design/methodology/approach The study searched 11 electronic databases for peer-reviewed articles published between 2010 and 2019. Additionally, hand searches of reference lists from included studies, Google© citation searches and searches for grey literature were conducted. The Whittemore and Knafl integrative framework guided the systematic review, and Callahan’s 6 Ws framework was used to extract data from the included articles, facilitating comparisons. Findings The authors identified 21 articles, mainly from the UK, North America and Australia. Despite the need for more research, findings reveal limited and geographically narrow empirical studies with restricted theory and method applications. From these findings, the authors constructed a conceptual model to enhance nuanced understanding. Originality/value This study offers four contributions. First, it introduces the Health Service Design Transformation Model for Comprehensive Consumer Co-Creation, illustrating health consumers’ multifaceted roles in shaping services. Second, consumer vulnerabilities in co-creating services are identified, linked to diverse consumer groups, power dynamics and decision complexity. Third, this study suggests broadening participant inclusion may enhance consumer-centricity, inclusivity and innovation in service design. Finally, the research agenda explores consumer experiences, organizational dynamics, value outcomes and co-creation theory for health-care service advancement.

Examining the key features of specialist health service provision for women with Female Genital Mutilation/Cutting (FGM/C) in the Global North: a scoping review

“…Eight papers (40%) made no reference to theoretical concepts that underpin care and no publication mentioned co-designed care ( 33 , 93 ). However, there is a growing demand for services in the Global North to move away from the old biomedical models of care and to become more inclusive and responsive to service users needs and demands ( 101 , 102 ). In the field of FGM, there is a considerable amount of literature examining theories related to behaviour change and FGM prevention ( 103 , 104 ), but little research has examined the implications that theory has in determining how health care services are delivered, and their success in responding to the health needs of women who have experienced FGC/M ( 28 ).…”

Creating a framework for change: transitioning to value-based healthcare in Queensland

“…In line with contemporary practice, the Framework includes guidance and support for clinicians and health service managers to ensure consumer voices are at the centre of VBHC initiatives and reform opportunities from project inception. 22,24 The role of consumers in the Framework co-design process…”

“…In line with VBHC research and frameworks for implementation, this process reinforced the importance of placing the consumer at the centre of the redesign process, as well as at the centre of care delivery. 7,8,18,24 Value is more than disinvestment and cost-cutting…”

Improving health service design and delivery for men: does gender targeting matter?

“…, 2019). Likewise, in the area of service science, researchers have studied how service design can influence the behaviors of consumers within service ecosystems (Carlini et al. , 2023; Ostrom et al.…”

“…Because previous research on value cocreation has largely overlooked individual differences (Ranjan and Read, 2019), this study also examines the influence of independent and interdependent self-construal on the decision aid experience. By accounting for differences in men’s self-construal, the study contributes to the emerging literature on health-care service design (Carlini et al. , 2023).…”