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

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

VTT Technical Research Centre of Finland

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 language	English
Title of host publication	Proceedings of 24th Annual RESER Conferenc e 2014
Publisher	VTT Technical Research Centre of Finland
Pages	903-914
ISBN (Print)	978-951-38-7436-0
Publication status	Published - 2014
MoE publication type	B3 Non-refereed article in conference proceedings
Event	24th 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

Conference	24th Annual RESER Conference, RESER 2014
Abbreviated title	RESER 2014
Country	Finland
City	Helsinki
Period	11/09/14 → 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

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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.",

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author = "Johanna Lev{\"a}sluoto and Hannamaija M{\"a}{\"a}tt{\"a} and Kirsi Hyytinen and Johanna Kohl and Marja Toivonen",

year = "2014",

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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. VTT Technical Research Centre of Finland, pp. 903-914, 24th Annual RESER Conference, RESER 2014, Helsinki, Finland, 11/09/14. <http://www.vtt.fi/inf/julkaisut/muut/2014/OA-challenges-of-customer.pdf>

Challenges of customer oriented health care service models : perspectives from the renewal of a primary health care and integrated care system. / Leväsluoto, Johanna; Määttä, Hannamaija; Hyytinen, Kirsi; Kohl, Johanna; Toivonen, Marja.

Proceedings of 24th Annual RESER Conferenc e 2014. VTT Technical Research Centre of Finland, 2014. p. 903-914.

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

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T1 - Challenges of customer oriented health care service models : perspectives from the renewal of a primary health care and integrated care system

AU - Leväsluoto, Johanna

AU - Määttä, Hannamaija

AU - Hyytinen, Kirsi

AU - Kohl, Johanna

AU - Toivonen, Marja

N1 - Conference code: 24

PY - 2014

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N2 - 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.

AB - 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.

KW - health care

KW - innovations

KW - service innovation

KW - social innovation

KW - systemic change

KW - multi-level perspective

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