Intelligent Healthcare Organisations and Patient-Dominant Logic in the New Service Space



This chapter examines the characteristics of intelligent healthcare organisations. We propose that an intelligent organisation is able to operate interactively at the boundaries between different organisations and institutions. This view holds that an intelligent organisation shares its expertise and cross-social and healthcare professional silos, learns from mistakes, has unlearning capabilities and acts adaptively in relation to changes in the operating environment. This means that the existing and classical organisation theories do not suffice anymore. This chapter discusses the need for a new interpretation of organisational theories from the perspective of intelligence with special emphasis on research discussion concerning the crossing of organisational interfaces. We also discuss the role of isomorphic mechanisms in the field of healthcare: this view holds that healthcare organisations are becoming more and more homogeneous. In addition, we incorporate the concept of ‘service space’ into the development of intelligence in the field of healthcare organisations, developed and theorised by the authors in our earlier publications. To briefly formulate this concept, we understand a ‘service space’ as a space of relations and networks of service providers, embedded as integral parts in service (eco)systems, among agencies (personal, organisational) acting through communication (flows), utilising the possibilities of ubiquitous technologies and providing customer-driven services by deploying service-dominant logic. This chapter puts the healthcare organisations at the heart of the emerging service systems. This perspective includes the idea that intelligent organisations and service systems strengthen their legitimacy only if they take seriously the role of service users, patients and citizens in various forms of co-creation and co-production of services. The concrete topics of this chapter include the rise and fall of classical organisation theories, the evolution of ‘service space’ and the new challenges for public management leadership theories and service-dominant logic—putting service users at the heart of service planning and implementation. These topics highlight the transformation from co-production to co-creation and beyond, patient-centred service models and processes as well as the role of organisation’s development activities in enhancing organisational intelligence.


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Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  1. 1.The Finnish Innovation Fund SITRAHelsinkiFinland
  2. 2.School of ManagementUniversity of TampereTampereFinland

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