Patient-involved service innovation in elderly care - A case study of a Finnish elderly care nursing home

Abstract

The population is aging with a considerable shortage of skilled nursing staff in Finland. The healthcare organizations are facing challenges with staying up-to-date in such an uncertain environment. Technology and advanced concepts would be the solution to solve the problem in the near future, and patient involvement has become a significant area of governmental policy administration in healthcare because of its fruitful benefits in recent years. The purpose of this study is to investigate the phenomenon of patient involvement in service innovation in elderly care through a case study in Finland. Previous works on service innovation, customer involvement, and patient-involved approach in elderly care provide preliminary background for this study. Using a qualitative approach with case study strategy, this study analyzed the role of the patient in service innovation in elderly care. Data were collected with interviews, observation, and documents from one Finnish elderly nursing home in 2018. The empirical study shows two primary types of patient involvement: active involvement and passive involvement. The evidence also indicates that the triangle concept (family members, patients, and healthcare professionals) facilitates the patient to take part in the service development process. The case study illustrates the adoption of the patient-involved approach in development activities towards service innovation. Further studies are needed to establish more profound and empirical knowledge on this phenomenon.