Patient Value: A Qualitative Study in Qazvin Social Security Organaization’s Hospitals

Creating customer value is a prerequisite for the survival and success of organizations. The purpose of this study is to determine the factors and structure of patient value in Qazvin Social Security Organaization’s hospitals.

This is a fundamental research with applied implications which has been implemented in the tradition of pragmatism. The reseach method is sequential exploration type of qualitative method to develop value scale.The grounded theory was used considering the newly introduced concept of patient value. Interviews were conducted with 13 experts and 19 hospitalized patients in under studied Hospitals. Of the 533 phrase identified by MAXQDA software, 963 primary concept were extracted

Findings show that the patient value focuses on his or her benefits and losses. Benefits include the effectiveness of treatment and care; and losses include money, time, resources, and efforts patients spend on services’ cost, accessibility, and error and risk management. The structural relations between the factors of quality of treatment and care, patient value, patient trust, luxury services, patient satisfaction and patient behavioral intentions are proposed as the research paradigmatic model.

The quality of treatment and care affects patient value mediated by the patient's trust and moderated by the luxurious services. The balance of interests and expenses as perceived value, has an effect on patient satisfaction that subsequently affects patient behavioral intentions.