Reverse compassion: value-in-use and value-in-context of healthcare services during crisis

Purpose Using data from a continuous and ongoing cross-sectional web survey on hospitalisation service experiences in two Italian regions, the authors used multilevel multivariate logistic regression models to identify factors related users' demographics, emotional informative support, technical physical aspects of provision, influencing satisfaction willingness-to-recommend, before during crisis. Design/methodology/approach The value-in-use, defined terms positive or negative value given by experience with services, can be evaluated users influenced context provision. tested whether how value-in-use services changed This study is applied healthcare sector coronavirus disease 2019 (COVID-19) epidemic, evaluating impact pandemic experience. Findings Overall, analyses 8,712 questionnaires found greater after spread. In time crisis, care were most valued patients that may recognise extraordinary professionalism workers Research limitations/implications empirically suggests affect evaluation unprecedented circumstances, producing additional value-in-context. Practical implications These findings imply critical periods where there less scope for expressions gratitude appreciation towards front-line workers, user-reported motivating professionals increase resilience. results reiterate need continue collecting reporting voices, including as activity within plans managing challenging situations. Social level system distress, due COVID-19 positively affects patients' propensity recommend, which suggest driven services' feelings reverse compassion. resilience, have social implications. Originality/value based intersection theoretical empirical research regarding value-in-context quality measured through user scarce, particular sector. authors' set direction future influence creation creation's perception users, concept compassion compassion's organisational well-being, particularly times