How Personalised Care Drives Perceived Value and Sustainable Differentiation in Elective Healthcare
In today’s private healthcare market, where clinical outcomes and modern technology are expected as standard, it is the quality of the patient experience that increasingly defines the value patients place on care. This paper explores how elevated patient experience influences perceived value, strengthens patient-provider relationships, and enables providers to avoid commoditization. It also examines how digital engagement empowers clinics to deliver personalised, high-touch care at scale.
How Experience Shapes Perceived Value
Patients assess the value of care not just by clinical results, but by how they feel throughout the process. Personal attention, clarity, responsiveness, and emotional support all influence how patients perceive the worth of the service they receive. When these elements are strong, patients view care as more comprehensive, personal, and worth the investment. A 2023 study in the International Journal of Environmental Research and Public Health found that communication quality, emotional support, and responsiveness significantly impact patients’ perceptions of value (Zhao et al., 2023).