Exploring the role of process orientation in healthcare service innovation: the case of digital night surveillance.

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Eikebrokk, Tom Roar; Nilsen, Ragnhild Etty; Garmann-Johnsen, Niels Frederik
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The purpose of this article is to close a gap in the literature on the role of process management for service innovations in the eHealth setting. We conducted an explorative case study of the nature and impact of process orientation for service innovations in the context of eHealth. Interviews and surveys over two subsequent years were combined and revealed that the relevance and importance of process orientation grew as the project progressed. Process documentation, support from management, knowledge on process improvement and use of IT tools, and a culture supporting process work appeared as challenges to service innovations. Surveys to informants from the organizations participating in the project, over two successive years, allowed a further test of how the dimensions of process orientation could explain the level of service innovations experienced by the participants. We found significant correlations between process culture and service innovations, and other project related outcomes.