RT Journal Article
SR Electronic
T1 Coproduction of healthcare service
JF BMJ Quality & Safety
JO BMJ Qual Saf
FD BMJ Publishing Group Ltd
SP 509
OP 517
DO 10.1136/bmjqs-2015-004315
VO 25
IS 7
A1 Maren Batalden
A1 Paul Batalden
A1 Peter Margolis
A1 Michael Seid
A1 Gail Armstrong
A1 Lisa Opipari-Arrigan
A1 Hans Hartung
YR 2016
UL http://qualitysafety.bmj.com/content/25/7/509.abstract
AB Efforts to ensure effective participation of patients in healthcare are called by many names—patient centredness, patient engagement, patient experience. Improvement initiatives in this domain often resemble the efforts of manufacturers to engage consumers in designing and marketing products. Services, however, are fundamentally different than products; unlike goods, services are always ‘coproduced’. Failure to recognise this unique character of a service and its implications may limit our success in partnering with patients to improve health care. We trace a partial history of the coproduction concept, present a model of healthcare service coproduction and explore its application as a design principle in three healthcare service delivery innovations. We use the principle to examine the roles, relationships and aims of this interdependent work. We explore the principle's implications and challenges for health professional development, for service delivery system design and for understanding and measuring benefit in healthcare services.