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Managing customization in health care: A framework derived from the services sector literature

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  • Minvielle, Etienne
  • Waelli, Mathias
  • Sicotte, Claude
  • Kimberly, John R.

Abstract

Organizations that provide health services are increasingly in need of systems and approaches that will enable them to be more responsive to the needs and wishes of their clients. Two recent trends, namely, patient-centered care (PCC) and personalized medicine, are first steps in the customization of care. PCC shifts the focus away from the disease to the patient. Personalized medicine, which relies heavily on genetics, promises significant improvements in the quality of healthcare through the development of tailored and targeted drugs. We need to understand how these two trends can be related to customization in healthcare delivery and, because customization often entails extra costs, to define new business models. This article analyze how customization of the care process can be developed and managed in healthcare. Drawing on relevant literature from various services sectors, we have developed a framework for the implementation of customization by the hospital managers and caregivers involved in care pathways.

Suggested Citation

  • Minvielle, Etienne & Waelli, Mathias & Sicotte, Claude & Kimberly, John R., 2014. "Managing customization in health care: A framework derived from the services sector literature," Health Policy, Elsevier, vol. 117(2), pages 216-227.
    • Handle: RePEc:eee:hepoli:v:117:y:2014:i:2:p:216-227
    DOI: 10.1016/j.healthpol.2014.04.005
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    References listed on IDEAS

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    Cited by:

    1. van der Heide, Iris & Snoeijs, Sanne & Quattrini, Sabrina & Struckmann, Verena & Hujala, Anneli & Schellevis, François & Rijken, Mieke, 2018. "Patient-centeredness of integrated care programs for people with multimorbidity. Results from the European ICARE4EU project," Health Policy, Elsevier, vol. 122(1), pages 36-43.
    2. Gersch, Martin & Gertz, Cordelia & Vogt, Charlotte, 2017. "Leistungsangebote in integrierten, IT-unterstützten Versorgungskonzepten: Eine Konzeption (re-) konfigurierbarer Servicemodule im Gesundheitswesen. Projekt Bea@Home," Discussion Papers 2017/14, Free University Berlin, School of Business & Economics.
    3. Adam Diamant, 2021. "Dynamic multistage scheduling for patient-centered care plans," Health Care Management Science, Springer, vol. 24(4), pages 827-844, December.
    4. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
    5. Duong Thuy Pham & Ayham A. M. Jaaron, 2018. "Design for Mass Customisation in Higher Education: a Systems-Thinking Approach," Systemic Practice and Action Research, Springer, vol. 31(3), pages 293-310, June.

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