Organisational capabilities for customer participation in health care service innovation

Health care customers are demanding a more active role in the provision and development of health care services, a position supported by government health care policy in Australia. However, many health care organisations lack an understanding of the capabilities required to respond to this increased participation from customers. This study applies dynamic capability theory through a lens of co-creation to identify organisational capabilities that support customer participation in health care service innovations. A qualitative approach using convergent interviews with health care CEOs and senior managers was undertaken. As a result, four categories of organisational capabilities were identified: customer activation, organisational activation, interaction capabilities, and learning agility. Despite acknowledging the need for these capabilities, most health care organisations perceived they had not developed the required skills and resources. This study provides an insight into the organisational capabilities managers seek to improve their customer participation in health care service innovation.

Chinese abstract医疗护理客户比以往更想要积极地参与到医疗护理服务的提供和完善中，这也正是澳大利亚政府医疗政策所支持的方向。 但是，许多医疗护理机构对此缺乏认识，不了解为了满足不断增长的医疗客户的参与需求而应具备哪些组织能力。本研究的目的是识别医疗机构应具备哪些组织能力，从而支持医疗客户参与医疗护理服务的创新。本文采取定性分析法，对医疗机构的CEO和高级管理者进行了聚合分析访谈。最后，总结出了医疗结构应具备的四种能力：客户启动、组织启动、互动能力和学习的灵活性。 尽管认可这些方面的需求，但大多数医疗机构认为他们尚未具备必要的技能和资源。本研究有助于让管理者了解医疗机构应具备的组织能力，从而促进客户在医疗护理服务创新中的参与。