The role of co-creation tools in the evaluation and redesign of healthcare services : focus on mystery patient methodology implementation in Italian oncology services

Abstract

INTRODUCTION : Healthcare facilities are increasingly recognizing the importance of understanding patients’ perceptions to align with a value-based and patient-centered paradigm. Incorporating a population approach in healthcare performance management is a significant challenge. In this context, the Mystery Patient methodology is recognized as capable for assessing system quality from the user's perspective. This paper aims to explore the potential of patient involvement through this methodology in supporting the co-creation of value in healthcare service reviews. MATERIALS AND METHODS : The methodology consists of three phases: Systematic Literature Network Analysis for evidence collection, framework conceptualization through a detailed design, and framework implementation adopting Multiple Criteria Decision Analysis approach in the context of Italian oncology services. RESULTS : The Mystery Patient methodology can be implemented through six steps and is recognized by scholars as valuable for measuring healthcare service quality. The measurement tool used is a questionnaire focusing on the equity of access. Survey results revealed that patients consider all criteria important, with higher relevance related to waiting times for reports and services. DISCUSSION : The methodology effectively measures the equity of access to healthcare services. This study paves the way for future research to explore its feasibility in real-world healthcare settings.