Cited by 1,078Service and Product InnovationMental Health and Patient InvolvementPatient Satisfaction in Healthcare

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Coproduction of healthcare service

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Batalden, Maren, Batalden, Paul, Margolis, Peter, Seid, Michael, Armstrong, Gail, Opipari-Arrigan, Lisa, Hartung, Hans·2016·BMJ Quality & Safety

DOI 10.1136/bmjqs-2015-004315PMC PMC4941163

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Abstract

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.

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Figure 1 House of Care. Reproduced with permission of The King's Fund. Source: Coulter A, Roberts S, Dixon A (2013). Delivering better services for people with long-term conditions: building the house of care. London: The King's Fund. Available at: http://www.kingsfund.org.uk/publications/delivering-better-services-people-long-term-conditionsCC BY-NC · PubMed Central

Figure 2 Chronic Care Model, developed by The MacColl Institute, © ACP-ASIM Journals and Books, reprinted with permission from ACP-ASIM Journals and Books. First published in: Wagner EH. Chronic disease management: what will it take to improve care for chronic illness? Eff Clin Pract 1998;1:2–4.CC BY-NC · PubMed Central

Figure 3 Conceptual model of healthcare service coproduction.CC BY-NC · PubMed Central

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Additional file 5 of Improving patients’ experiences of diagnosis and treatment of vertebral fracture: co-production of knowledge sharing resources
Bennett, S. E., Gooberman-Hill, R., Clark, E. M., Paskins, Z., Walsh, N., & Drew, S. E. (2024) · Figshare · doi:10.6084/m9.figshare.26683741

Authors: Batalden, M., Batalden, P., Margolis, P., Seid, M., Armstrong, G., Opipari-Arrigan, L., & Hartung, H.
Affiliations: Cambridge Health Alliance (US)
Dartmouth Institute for Health Policy and Clinical Practice (US)
Cincinnati Children's Hospital Medical Center (US)
College of Nursing, University of Colorado, Aurora, Colorado, USA
Department of Pediatrics, Cincinnati Children's Hospital Medical Center, Cincinnati, Ohio, USA
University Hospital Crosshouse (GB)
Corresponding author: Batalden, Maren
ORCID: Batalden, Paul
Margolis, Peter
Seid, Michael
Armstrong, Gail
Venue: BMJ Quality & Safety
Publisher: BMJ
Published: 2015-09-16
Volume: 25
Issue: 7
Pages: 509-517
ISSN: 1475-3898 (ISSN-L)
2044-5415
2044-5423
DOI: 10.1136/bmjqs-2015-004315
PMC: PMC4941163
OpenAlex: W2277370197
Cited by: 1,078
References: 65
Citations by year: 2026: 68 · 2025: 84 · 2024: 149 · 2023: 92 · 2022: 130 · 2021: 139 · 2020: 120 · 2019: 91 · 2018: 94 · 2017: 72 · 2016: 38
FWCI: 168.93
Type: journal article
Language: en
Open access: hybrid
doi.org
Licence: cc-by-nc
Locations: BMJ Quality & Safety (publishedVersion, cc-by-nc)
PubMed Central (publishedVersion, cc-by-nc)
PubMed (publishedVersion)
Diva portal (Dalarna University Library) (submittedVersion, other-oa)
HighWire Press Open Archive (submittedVersion)
Funders: National Institute of Diabetes and Digestive and Kidney Diseases (R01DK085719)
Topics: Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Health Sciences › Health Professions › General Health Professions › Mental Health and Patient Involvement
Health Sciences › Health Professions › General Health Professions › Patient Satisfaction in Healthcare
Keywords: patient engagement, patient-centered care, service design, service delivery innovation
MeSH terms: Delivery of Health Care, Humans, Patient Participation, Quality Assurance, Health Care, Models, Organizational, Quality Improvement

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