comment on this post: I believe value creation is an interesting topic as it relates to healthcare. People strive to want good and accessible healthcare. I believe that expectations of healthcare have increased. This may due to the fact that Americans pay more "out of pocket" expenses for their healthcare currently. Also, the recent pandemic really put a spotlight on healthcare both good and bad!

It is essential for a healthcare organization to understand what their customers$/$patients are looking for. In the past, I broke my wrist and had it surgically repaired at an outpatient surgical center. First of all, I found the surgical center to be organized and running efficiently $-$ also, the staff were "caring" and appeared to really like their jobs! Then, one evening a few days after my surgery, I received a text message from the surgeon. It included his picture and the message began using my first name $-$ "Therese, Thank you for allowing me to help you" $-$ then you could click on a link to give feedback or ask questions. Overall, I was pleased with this healthcare experience, but I was really impressed by this text message and I have to admit, it made me feel "valued!" Although, I do realize that this is a standard message going out to all patients.

Overall, I would not hesitate to go back to this orthopedic practice.

People may have different "value" perceptions, but why do you think that this text message gave me such a "valued" feeling?