Managing customization in health care: a framework derived from the services sector literature.
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.
EHESP, MOS-Institut Gustave Roussy, France. Electronic address: etienne.minvielle@gustaveroussy.fr.
Etienne
E
Minvielle
EHESP, MOS-Institut du Management, France.
Mathias
M
Waelli
Montreal University, Canada.
Claude
C
Sicotte
Wharton School, United States.
John R
JR
Kimberly
D019033:Delivery of Health Care, Integrated; D017048:Health Care Costs; D006291:Health Policy; D006801:Humans; D009936:Organizational Innovation / Q000191:economics; D018802:Patient-Centered Care / Q000379:methods*; D057285:Precision Medicine / Q000379:methods*
Healthcare management; Mass customization; Patient centered care; Personalized medicine