Patient Process-Based Well-Being With the Support of a Close Person

The area of patient well-being, from medical care to everyday life, can be seen as a mutual, value-driven co-creative whole. However, the principle of customer-centricity has not sufficiently taken into account the patient's need for a close person's support in the care and home environments, especially in Nordic healthcare systems. The patient's well-being in healthcare can be viewed as a process-like service experience, including perceptions of their own well-being and a need for support in confronting the deterioration in their health. Therefore, well-being in the care process is not based solely on treatment results. Patient care proceeds as a service process in which mutual value is formed through the exchange of information and mutual understanding between a patient (ie, consent provider) within their social context (ie, support provider) and a service provider (ie, healthcare professional) in achieving care results. In a professional and organization-oriented care culture, the support of a close person can be seen as an expansion of the value network of patient care, which, in addition to providing individual and organizational human resource benefits, improves the service process.