Effectiveness of value co-creation in healthcare system from patients' perspectives

Purpose: This study explores the determinants of value co-creation in the semi-government hospitals managed by Abu Dhabi Health Services Company (SEHA) and Mubadala in the United Arab Emirates (UAE). Design/methodology/approach: The data were collected through a structured survey questionnaire from 1,000 patients attending different healthcare facilities in the UAE. To minimize errors, a pilot study was performed on 50 respondents. The study took the structural equation modelling (SEM) approach, adopting confirmatory factor analysis (CFA), reliability analysis and regression analysis to test the hypothesis. Findings: This study confirms the substantial influence of communication, relationships, technological enhancement and customized service delivery on the co-creation of value. The findings also confirm in all respects the mediating role of trust in building value co-creation. This sheds light on the ways that healthcare facilities can enhance value co-creation and elevate healthcare services. Notably, the direct and indirect influence of knowing on trust is deemed insignificant in the context of value creation. Research limitations/implications: The main limitation of this research derives from its coverage of a subject that few empirical studies have targeted before; there were few models to draw on to demonstrate validity. Practical implications: The research aids healthcare administrators in uncovering the dynamics of interactions between practitioners and patients, facilitating advances in the commitment to co-create value. The comprehensive insights into value co-creation contribute to the development of a versatile knowledge foundation, empowering proactive initiatives in the design of healthcare delivery models. Originality/value: The uniqueness of this study lies in its expansion of previous research, making clear the effectiveness of various engagements that contribute to value co-creation in healthcare settings. It specifically focuses on semi-government hospitals managed by SEHA and Mubadala in the UAE. © 2024, Emerald Publishing Limited.