Exploring value-dense environment in the healthcare service delivery: A patient-centric perspective

摘要

Purpose - The purpose of this paper is to explore the antecedents and consequences of a value-dense environment in healthcare service delivery. Design/methodology/approach - A structural model was developed based on a literature review. Circulation of a 31-indicator questionnaire among service receivers in the healthcare system across India generated 279 valid responses. The research model was assessed using a cross-sectional research design, and the data were analyzed by partial least squares-structural equation modeling. Findings - Integrated supply chain performance (ISCP), internal service quality (ISQ) and coordinated care are antecedents of a value-dense environment, which drives patient-centricity. The leagile supply chain strategy strengthens the relationship between ISCP and coordinated care. Employee trust and commitment acts as a moderator between coordinated care and ISQ. Research limitations/implications - By adopting the perspective of service receivers, this paper highlights the influence of value-density on patient-centricity in healthcare organizations. Future research should include healthcare professionals' perceptions of value-dense environment creation. Practical implications - The study provides suggestions to practitioners for designing patient-centric healthcare services by leveraging ISCP, coordinated care and ISQ in the value-creation process. Recognizing the relationships among these constructs can aid the timely formulation of corrective actions and future policies. Social implications - This study underscores patient-centric care as a basis for effectively delivering healthcare as a social good. Originality/value - This paper contributes to the body of knowledge by identifying and empirically validating the relationships between patient-centricity and value co-creation.