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

摘要

Purpose - The "old" concept of productivity seems to be misleading in health care, because it does rnnot involve the contribution of the patient in value creation. The purpose of this paper will therefore be rnto explore possibilities for developing service productivity in theory and practice. rnDesign/methodology/approach The analysis is based on a discursive reading of authoritative rntexts, an understanding of how health care work is organised and of several examples illustrating rnvalue creation. A proposed theoretical frame draws on "value creation", "match matching" and rn"agency". Empirical material is used, as are an analysis of a service meeting in health care, official rntexts in a Swedish context and narratives written by "users" and professionals. rnFindings - The concept of service productivity in the context of health care encompasses values such rnas experienced health, quality of life, accessibility, trust, communication, avoidable suffering and rnavoidable 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.