Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Value creation in health care services – developing service productivity Experiences from Sweden

Value creation in health care services – developing service productivity Experiences from Sweden Purpose – The “old” concept of productivity seems to be misleading in health care, because it does not involve the contribution of the patient in value creation. The purpose of this paper will therefore be to explore possibilities for developing service productivity in theory and practice. Design/methodology/approach – The analysis is based on a discursive reading of authoritative texts, an understanding of how health care work is organised and of several examples illustrating value creation. A proposed theoretical frame draws on “value creation”, “match matching” and “agency”. Empirical material is used, as are an analysis of a service meeting in health care, official texts in a Swedish context and narratives written by “users” and professionals. Findings – The concept of service productivity in the context of health care encompasses values such as experienced health, quality of life, accessibility, trust, communication, avoidable suffering and avoidable deaths, and not only reduced costs, activities and outcomes. Research limitation/implications – There is a need for more research concerning matchmaking and support of the customer. An overall aim for the providers should be to match the value creation process of the customer (patient). Originality/value – This is a conceptual paper concerning value creation and service productivity in health care. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Public Sector Management Emerald Publishing

Value creation in health care services – developing service productivity Experiences from Sweden

Download PDF
14 pages

Loading next page...
 
/lp/emerald-publishing/value-creation-in-health-care-services-developing-service-productivity-XkSPxrjD40
Publisher
Emerald Publishing
Copyright
Copyright © 2009 Emerald Group Publishing Limited. All rights reserved.
ISSN
0951-3558
DOI
10.1108/09513550910934529
Publisher site
See Article on Publisher Site

Abstract

Purpose – The “old” concept of productivity seems to be misleading in health care, because it does not involve the contribution of the patient in value creation. The purpose of this paper will therefore be to explore possibilities for developing service productivity in theory and practice. Design/methodology/approach – The analysis is based on a discursive reading of authoritative texts, an understanding of how health care work is organised and of several examples illustrating value creation. A proposed theoretical frame draws on “value creation”, “match matching” and “agency”. Empirical material is used, as are an analysis of a service meeting in health care, official texts in a Swedish context and narratives written by “users” and professionals. Findings – The concept of service productivity in the context of health care encompasses values such as experienced health, quality of life, accessibility, trust, communication, avoidable suffering and avoidable deaths, and not only reduced costs, activities and outcomes. Research limitation/implications – There is a need for more research concerning matchmaking and support of the customer. An overall aim for the providers should be to match the value creation process of the customer (patient). Originality/value – This is a conceptual paper concerning value creation and service productivity in health care.

Journal

International Journal of Public Sector Management – Emerald Publishing

Published: Feb 27, 2009

Keywords: Health services; Service levels; Value analysis; Value added; Sweden

References

  • Evaluating integrated health care: a model for measurement
    Åhgren, B.
  • Determinants of integrated health care development: chains of care in Sweden
    Åhgren, B.; Axelsson, R.