Patient-centred e-health supports value cocreation and quality of medical care in Taiwan

Background: Patient-centred e-health (PCEH) focusses on the interaction between patients and physicians. However, only a limited number of studies have focussed on the design of physician–patient value cocreation mechanisms in the PCEH context. Thus, we extend Grönroos’ concept of value cocreation to understand how PCEH might improve the quality of care. Objectives: This study proposes a theoretical framework to embody PCEH-supported value cocreation and presents some empirical validation. We expect that PCEH-supported value cocreation should comprise capabilities for patient empowerment, intention for information sharing, complementation for checking and verifying information, and interaction for shared understanding. Methods: This study surveyed a small group of patients that have used PCEH, ‘My Health Bank’ in Taiwan. The questionnaires were delivered to patients in hospitals (n = 167 questionnaires, 98% response rate). Results: Results indicate that certain PCEH-supported value cocreation mechanisms—capabilities for patient empowerment and interaction for shared understanding—affect the perceived quality of medical care. Limitations: The survey only considered patient perceptions of value cocreation. Conclusion: This study shows the patient perception of value cocreation in patient-centred e-Health. Further research needs to validate the framework for health professionals and in other e-Health record information sharing settings.