Towards a value co-creation based Healthcare System

Purpose – Healthcare system embraces legal, ethical and socio-economic instances, involving several actors with different priorities, resources and influences. Characterized by a high technological level and, together, a discomfort echoed by a growing distrust of patients it no longer considers man as a whole, but as a set of independent components “to be fixed” as they fail Aware of these issues, aim of this work is to investigate how the interaction is fostered in order to enable the value co-creation process. Design/Methodology/approach – The contribute is based on the principles of Service-Dominant Logic, reinterpreted using the lens of Viable Systems Approach in order to identify, through the Information Variety Model, the peculiarities of the operator individual identity and, consequently, the aspects that act supporting value co-creation. This methodological lens, overcoming the limitations of the reductionist view of phenomena, allows to shift from considering ‘the parts’ to considering ‘the whole’. Findings – The paper highlights the relevance of values alignment and shared objectives for the convergence of the Healthcare System towards a logic of value co-creation. The patient is first-person involved in a sanitary process that starts from the individual. In this way the comparison between the multiple perspectives involved does not end in a fruitless conflict of interests, evolving towards approaches in which the combination of different individual information varieties allows to solve historical problems of Health sector (bureaucracy, individual responsibility, use of resources ...). Research implications – The need to identify effective approaches to value co-creation in Healthcare System is highlighted through the re-reading of surveys and secondary data helpful to understand the underlying dynamics of public-private interaction. The work is thus oriented to identify, using the Information Variety Model, the intervention levers through which making value co-creation possible. Practical implications – The work defines the first step of a research project, whose goal is to establish guidelines that facilitate the process of interaction between different actors through the understanding of individual identities. Originality/value – The value of the work lies in the definition of an observation perspective that is not limited to structural components; it shows that interactions among viable systems, oriented to value co-creation, can be realized in a systemic view, by reading and understanding individual and context instances.