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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.
© 2014 The Authors. Published by Elsevier Ireland Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/3.0/).
healthcare management, personalized medicine, mass customization, patient centered care
Minvielle, E., Waelli, M., Sicotte, C., & Kimberly, J. R. (2014). Managing Customization in Health Care: A Framework Derived from the Services Sector Literature. Health Policy, 117 (2), 216-227. http://dx.doi.org/10.1016/j.healthpol.2014.04.005
Date Posted: 26 June 2018
This document has been peer reviewed.