Succeeding Through Service Innovation: Consumer Directed Care in the Aged Care Sector

• Published in: Service Systems Implementation pp. 223 - 236
• Main Authors: Wilkins, Linda, Laragy, Carmel, Zadeh, Hossein S.
• Format: Book Chapter
• Language: English
• Published: Boston, MA Springer US 06.01.2011
• Series: Service Science: Research and Innovations in the Service Economy
• Subjects: case study; Consumer directed care; healthcare services; ICT and aged care; service innovation; service systems
• ISBN: 9781441979032; 1441979034
• ISSN: 1865-4924; 1865-4932
• DOI: 10.1007/978-1-4419-7904-9_14

The growing challenge and diversity of ageing populations is a key global issue for struggling health systems. Consumer Directed Care (CDC), an innovative service delivery system, opens up possibilities for re-defining consumer expectations, prompting change in how health service providers operate. As a service delivery model, CDC offers improved responsiveness to individual requirements; and increased transparency in the use of allocated funding. Where implemented, CDC has established new relationships and interactions between key stakeholders, co-creating value for older citizens. This chapter reviews some drivers for the development of service innovation, surveys various in-country approaches, highlights current trends in CDC delivery and describes an EU policy impact assessment instrument to aid funding bodies. The chapter concludes by speculating on organizational outcomes from CDC and the likelihood that the introduction of this innovative service delivery model will require closer collaborative relationships between service providers and information technology specialists.