Co-creating New Meaning: Towards the Patient-centric Hospital?

Mette Rosendal Darmer, Søren Boesgaard, Pernille Preisler, Lene Vibeke Høyer, Mette Kynemund, Christian Bason

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    Abstract

    The Department of Cardiology at the Heart Centre at Rigshospitalet, Copenhagen
    University Hospital, has conducted a management experiment in collaboration with MindLab, a Danish governmental innovation unit. The experiment may be characterised as a user-centred and employee-driven innovation process involving an interplay between qualitative research and user involvement; a directed co-creation process involving continuous learning through the measurement of outcomes and value.
    The paper concludes that this type of innovation process appears to be a powerful management tool for generating a change of meaning among professional staff members. In the present case, new insights were generated through systematic confrontation with the patients’ voices. This confrontation catalysed changes in the professionals’ perceptions of themselves, of their concept of professionalism and of the patients. The process triggered the development of a new governance model with a focus on taking seriously the patients’ subjective experiences and the time they spend. Rigshospitalet
    developed a shared language to describe innovation that will serve as a
    new, shared approach to developing professional practices and processes. It became clear that all management and staff actions must ultimately create value for patients. Furthermore, the Department of Cardiology’s management and staff came to understand that innovation comes from the people in the organisation, not from the organisation itself. This triggered an important recognition of professional leadership as it made the management team realise the employees’ significance as a future innovation resource in the Department’s organisation and work processes.
    Original languageEnglish
    JournalDanish Journal of Management & Business
    Volume79
    Issue number3
    Pages (from-to)23-41
    ISSN2246-3887
    Publication statusPublished - Dec 2015

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