Patient value creation and implications for financial and market performance: insights from Moroccan clinics

This study examines the impact of patient value creation on clinics' performances. Patient value is conceptualized as a multi-stage, multi-actor process that involves the participation of healthcare professionals while integrating the perspectives of clinics' directors and of patients. The study also assesses both financial performance (FP) and market performance (MP).

In order to explore the three perspectives, data were collected through 81 clinic directors, 324 healthcare professionals or service healthcare providers (doctors and nurses) and 324 patients. Hypotheses were tested through partial least squares structural equation modelling (PLS-SEM) using SmartPLS4 software.

The findings revealed that patient value had a positive and significant effect on both clinics' FP and MP. The results revealed a series of relationships in which each stakeholder contributes to subsequent phases, leading to improvements in performance outcomes of healthcare organizations. In addition, significant mediation effects are observed within this patient value phases and performance outcomes.

Previous research on patient value creation has primarily focused either on the perspective of healthcare institutions or on that of patients. This theoretical dichotomy prevents researchers from exploring potential discrepancies between the value offered by healthcare organizations and the value perceived by patients. Furthermore, no study has incorporated the perspective of healthcare professionals, despite their crucial role in providing care-value to patients. This study fills this gap by incorporating three perspectives of patient value creation to explain the clinics' performance outcomes.