HPI4010
Preparation and day 1: system thinking, flow and process
We see integrated care ecosystems as dynamic and co-evolving communities
- Of sovereign and unique organizations, independent care providers, informal care givers,
care networks, patients and others;
- Which co-produce care or develop care innovations;
- Related to a specific or to multiple patient population(s);
- With requisite levels of care process integration and coordination;
- Within unique social, physical and systemic conditions;
- Which are highly effective at achieving the quadruple aim.
Classification of systems (Banathy, 1991)
- Designed: created by humans
o Human activity systems
Digitization digitalization transformation
Digital transformation is the integration of digital technology into all areas of a business,
fundamentally changing how you operate and deliver value to customers. It’s also a cultural change
that requires organizations to continually challenge the status quo, experiment, and get comfortable
with failure.
Digital technology facilitates ‘breaking through’ physical boundaries (e.g. between providers and
patient), and, as a consequence, the service pathway can be linked (designed) across service
providers. In other words: eco-system (the network of organizations involved in the delivery of a
product or service through both competition and cooperation).
Days 1-3: digital transformation
Digital technology: new options for work/organization design
- Customer experience – customers become part of processes (co-execution), and the look
and feel are important to remain/become a client (e.g. internet banking)
- Operational agility – work takes place ‘in’ digital platforms, and new processes can be
designed quickly (e.g. a new web shop for specific customer groups)
- Workforce engagement – work floor empowerment; real-time info provided to workers (e.g.
service desk worker can instantly see history of a client, and come to decisions)
Preparation and day 1: system thinking, flow and process
We see integrated care ecosystems as dynamic and co-evolving communities
- Of sovereign and unique organizations, independent care providers, informal care givers,
care networks, patients and others;
- Which co-produce care or develop care innovations;
- Related to a specific or to multiple patient population(s);
- With requisite levels of care process integration and coordination;
- Within unique social, physical and systemic conditions;
- Which are highly effective at achieving the quadruple aim.
Classification of systems (Banathy, 1991)
- Designed: created by humans
o Human activity systems
Digitization digitalization transformation
Digital transformation is the integration of digital technology into all areas of a business,
fundamentally changing how you operate and deliver value to customers. It’s also a cultural change
that requires organizations to continually challenge the status quo, experiment, and get comfortable
with failure.
Digital technology facilitates ‘breaking through’ physical boundaries (e.g. between providers and
patient), and, as a consequence, the service pathway can be linked (designed) across service
providers. In other words: eco-system (the network of organizations involved in the delivery of a
product or service through both competition and cooperation).
Days 1-3: digital transformation
Digital technology: new options for work/organization design
- Customer experience – customers become part of processes (co-execution), and the look
and feel are important to remain/become a client (e.g. internet banking)
- Operational agility – work takes place ‘in’ digital platforms, and new processes can be
designed quickly (e.g. a new web shop for specific customer groups)
- Workforce engagement – work floor empowerment; real-time info provided to workers (e.g.
service desk worker can instantly see history of a client, and come to decisions)
