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- W4761034 abstract "In many contexts, process standardisation and service customisation are considered rather opposed strategies in the search for competitive advantage: the former aimed at achieving economies of scale and experience to increase production efficiency and reduce costs, and the latter to achieve differentiation with respect to competitors based on “tailor-made” services to meet individual customer needs. In healthcare services, success depends on the ability to integrate these two strategies. No healthcare service is able to be effective unless it is targeted at the needs of individual patients. At the same time, the quality of services depends on the capabilities of professionals and organisations to provide healthcare pathways in line with international scientific evidence and to standardise processes according to clinical protocols defined by the scientific community. The service offer should hence be customised so that patients become the protagonists of their own healthcare pathway, but should also ensure that the best care (clinical appropriateness) is provided within the most appropriate setting for the best use of available resources (organisational appropriateness)." @default.
- W4761034 created "2016-06-24" @default.
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- W4761034 date "2013-01-01" @default.
- W4761034 modified "2023-09-27" @default.
- W4761034 title "The challenge of healthcare services: between process standardisation and service customisation" @default.
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- W4761034 doi "https://doi.org/10.1007/978-88-470-2838-8_9" @default.
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