Our society is marked by a permanent state of crisis, characterized by a high level of uncertainty and the need for deep organizational and political changes (OECD, 1995, 2000; Pollitt and Bouckaert, 2003; Kotler and Caslione, 2009). Consequently, the pace of public sector reform is globally accelerated; thus, several governments aim to make the services they provide more efficient and productive than ever, adopting flexible policies and involving citizens in service design and provisioning.Over the past decades, institutions and public organizations have been involved in a lively debate about the real meaning of “governance”, the role of public and private organization, and even about the real influence of citizens on public services definition (Bourgon, 2008). In some countries, this debate has led to important reforms mainly oriented to functions and services’ privatisation, government decentralisation, or even to deregulation process. This study aims to investigate citizens’ participation not only in healthcare service design and provisioning, but also in their re-design, a process that point not only to services’ rethinking o renovation, but also to redefine the relationship between health providers and patients (Capunzo et al, 2013; Carrubbo et al, 2013). To achieve this goal has been also investigate the role that emergent technologies (e.g., ICT, the Web 2.0, social media etc.) can play in patient involvement and participation in healthcare processes.
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