Purpose – Embracing the service ecosystem perspective, this paper focuses on the analysis of patient satisfaction surveys, which are the most common tools that public and private health care providers use in order to assess the quality of provided services. In Italian National Health Care System (NHS), the assessment of patient satisfaction is not at the core of the institutional strategies, but follow the path defined by the Standard ISO 9001:2008. Consequently, each single service provider follows personal initiatives of patient satisfaction assessment. This paper is aimed at better understanding how the results of patient surveys can affect actors’ disposition to co-create value for the whole health care service ecosystem. In this respect, the main question is, are the used tools service-oriented? Methodology – Drawing on Service Dominant (S-D) Logic and the most recent service ecosystem perspective, an in-depth literature review has been conducted in order to better understand the way patient satisfaction surveys can positively or, on the contrary, negatively affect health care service ecosystem viability. Findings – The study highlights that, in Italian NHS, institutions (e.g. governments, health agencies, etc.) still fail to moderate the interaction between ecosystem actors, especially between physicians and patients, having not yet institutionalized any tool aimed at assessing and at giving the right emphasis on patient engagement in medical services. In particular, the present study launches the idea of “infection” of health care service ecosystem, which depicts the influence that negative elements can have on value co-creation and, consequently, on service ecosystem viability. Practical implications – The study pointed out that to face the emergence of possible adverse conditions, health service providers should assume a service ecosystem perspective based on S-D logic. Moreover, institution should foster those “rules of the game” that institutionalize the disposition of health care service actors to contribute to value co-creation. In sum, institutions should define specific strategies to avoid the emergence of “infections” in health care service ecosystem, for example investing in patient operant resources, using tools that exploit the health care service ecosystem well-being, rather than infecting it, using unfitting assessment tools such as patient surveys. Originality – This study represents one of the first attempts to read the tools used to assess patient satisfaction embracing a service ecosystem perspective.
|Titolo:||"The “infection” of health care service ecosystem: the tools used for assessing patient satisfaction"|
|Data di pubblicazione:||2017|
|Appare nelle tipologie:||4.1.2 Proceedings con ISBN|