Challenges of customer oriented health care service models : perspectives from the renewal of a primary health care and integrated care system

Johanna Leväsluoto, Hannamaija Määttä, Kirsi Hyytinen, Johanna Kohl, Marja Toivonen

Research output: Chapter in Book/Report/Conference proceeding › Conference article in proceedings › Scientific

Abstract

A transition towards a customer-orientated health care service system requires a broader socio-technical and paradigmatic change. The current service system includes established practices which make the paradigmatic changes appear difficult to health care professionals and customers. By using multi-level perspective, social innovation and a chronic care model, we have examined these factors and analysed the challenges from the perspective of two case studies: an integrated care system and the primary health care. As a result, new services, a shared vision, linked development activities, changes in the mindsets and empowering customers to manage their health and participate in developing activities are necessary.
Original languageEnglish
Title of host publicationProceedings of 24th Annual RESER Conferenc e 2014
PublisherVTT Technical Research Centre of Finland
Pages903-914
ISBN (Print)978-951-38-7436-0
Publication statusPublished - 2014
MoE publication typeB3 Non-refereed article in conference proceedings
Event24th Annual RESER Conference, RESER 2014: Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare - Helsinki, Finland
Duration: 11 Sep 2014 → 13 Sep 2014
Conference number: 24

Conference

Conference24th Annual RESER Conference, RESER 2014
Abbreviated titleRESER 2014
CountryFinland
CityHelsinki
Period11/09/14 → 13/09/14

Keywords

  • health care
  • innovations
  • service innovation
  • social innovation
  • systemic change
  • multi-level perspective

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    Leväsluoto, J., Määttä, H., Hyytinen, K., Kohl, J., & Toivonen, M. (2014). Challenges of customer oriented health care service models : perspectives from the renewal of a primary health care and integrated care system. In Proceedings of 24th Annual RESER Conferenc e 2014 (pp. 903-914). VTT Technical Research Centre of Finland. http://www.vtt.fi/inf/julkaisut/muut/2014/OA-challenges-of-customer.pdf