Online Program

Serendipity!Co-creation Value Analysis of hospital in Macau

Tuesday, November 3, 2015

Chia-Ling Hung, School of Health Care Administration, Taipei Medical University, Taipei, Taiwan
Jia-Hsuan Hsu, School of Health Care Administration, Taipei Medical University, Taipei, Taiwan
Chu-Chu Sheng, School of Health Care Administration, Taipei Medical University, Taipei, Taiwan
Yu-Hsin Wang, School of Health Care Administration, Taipei Medical University, Taipei, Taiwan
Yi-Hsin Elsa Hsu, Taipei Medical University, Taipei, Taiwan
Ya-Ting Yang, Institute of Health Policy and Management, National Taiwan University, Taipei, Taiwan
Macau is a special administrative region with colonial background, high urban density, high human development index and its tourism industry is flourishing. Therefore medical needs in Macau are considerable; especially their health care system is different from China and there is no university offering medical student training courses in Macau. With complex and rigorous system in obtaining migrant work permission, public and private hospitals are simultaneously facing the gap of health care human resource. Our study intended to figure out co-creation value structure for the gap between supply and demand in Macau hospitals. Through literature review, field study and interviews with key persons on three hospitals, Hospital Conde S. Januário, Kiang Wu Hospital and University Hospital, in Macau in early 2015, we analyzed the co-creation value in hospital services by qualitative method. We analyzed the supply side, demand side and the fitting points of four facets to co-create values, i.e., dialogue, transparency, risk-benefit and access. Dialogue:what patients want are affordable fees and high-quality medical services,set suggestion box and complaints pipeline to collect patients opinion,offer free western health counseling to relieve the patient's distress; Transparency: solve information asymmetry,clear and overt information, medical records provide the different language version; Risk-benefit : the gap of health care human resource , western medicine divisions are less complete, the location near the airport and tourist area benefit the developing of International medical and tourism medical;Access: let patients obtain information by APP (health education, physicians background) ,regularly shuttle bus ,appointment-based for reducing waiting time.

Learning Areas:

Administration, management, leadership
Diversity and culture
Other professions or practice related to public health
Public health or related organizational policy, standards, or other guidelines
Public health or related public policy
Systems thinking models (conceptual and theoretical models), applications related to public health

Learning Objectives:
Analyze Co-creation Value of hospitals in Macau. Compare public hospital and private hopital on staff recruitment issue and management. Evaluate human resource management situation and possible future develop direction in Macau hospital. Discuss what policy and measure are worth for Taiwan to learn and be better.

Keyword(s): Management, Policy/Policy Development

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I am an undergraduate student in Taiwan for my first time submit APHA conference. I am qualified to be an abstract author because I have learned co-creation value Analysis and applied to an Significant field that I am really interested in. By conducting this study, I have interviewed three major hospitals in Macau,and selected appropriate models to show results.This process inspires me lots and I plan to investigate further in the future.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.