Companion cocreation: improving health service encounters of the elderly

Abstract

The increase of life expectancy leads to the elderly living with one or more chronic illnesses. Communication between the elderly and the healthcare professional is fundamental, but can be difficult. For that reason, it is common to find the patient with an accompanying family member in the doctor’s surgery. This work analyzes one of the possible actions of the companion during the provision of the medical service: the cocreation of value (through its two dimensions: coproduction and value in use) and its effects on the satisfaction of both the companion and the elderly patient. A model has been tested through a system of structural equations using the statistical package EQS 6.2. The sample used is made up of 1,814 informants (907 companions and 907 patients). The importance of coproduction between the accompanying person and the healthcare professional is shown, in order to obtain greater levels of satisfaction (of the companion and the patient), whereas a negative role is conferred to the dimension value in use. The work shows a positive impact of the satisfaction of the companion on that of the patient. It is necessary to have healthcare professionals who play a proactive role when facilitating the participation in the appointment with the doctor, so as not to leave the initiative of participation in the hands of the companions. Chronic illnesses are an important focal point of medical attention. Good management of the relations between those involved is fundamental for the diagnosis and adherence to treatment.