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

Author

Listed:
  • Etienne Minvielle

    (IGR - Institut Gustave Roussy, EA MOS - EA Management des Organisations de Santé - EHESP - École des Hautes Études en Santé Publique [EHESP] - PRES Sorbonne Paris Cité, IDM - Institut du Management - EHESP - École des Hautes Études en Santé Publique [EHESP])

  • Mathias Waelli

    (EA MOS - EA Management des Organisations de Santé - EHESP - École des Hautes Études en Santé Publique [EHESP] - PRES Sorbonne Paris Cité, EHESP - École des Hautes Études en Santé Publique [EHESP])

  • Claude Sicotte

    (EA MOS - EA Management des Organisations de Santé - EHESP - École des Hautes Études en Santé Publique [EHESP] - PRES Sorbonne Paris Cité)

  • John R. Kimberly

    (University of Pennsylvania)

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

  • Etienne Minvielle & Mathias Waelli & Claude Sicotte & John R. Kimberly, 2014. "Managing customization in health care: A framework derived from the services sector literature," Post-Print hal-01509885, HAL.
    • Handle: RePEc:hal:journl:hal-01509885
    DOI: 10.1016/j.healthpol.2014.04.005
    Note: View the original document on HAL open archive server: https://hal.science/hal-01509885
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    Cited by:

    1. 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.
    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. 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.
    4. Adam Diamant, 2021. "Dynamic multistage scheduling for patient-centered care plans," Health Care Management Science, Springer, vol. 24(4), pages 827-844, December.

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