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Value-added strategy models to provide quality services in senior health business
Ya-Ting Yang1,2,3, Neng-Pai Lin1, Shyi Su4
1Institute of Health Policy and Management, National Taiwan University, No. 17, Xu-Zhou Road, Taipei 100, Taiwan.
Objective:
The rapid population aging is now a global issue. The increase in the elderly population will impact the health care industry and health enterprises; various senior needs will promote the growth of the senior health industry. Most senior health studies are focused on the demand side and scarcely on supply. Our study selected quality enterprises focused on aging health and analyzed different strategies to provide excellent quality services to senior health enterprises.
Design:
We selected 33 quality senior health enterprises in Taiwan and investigated their excellent quality services strategies by face-to-face semi-structured in-depth interviews with CEO and managers of each enterprise in 2013.
Setting:
A total of 33 senior health enterprises in Taiwan.
Participants:
Overall, 65 CEOs and managers of 33 enterprises were interviewed individually.
Intervention(S):
None.
Main Outcome Measure(S):
Core values and vision, organization structure, quality services provided, strategies for quality services.
Results:
This study's results indicated four type of value-added strategy models adopted by senior enterprises to offer quality services: (i) residential care and co-residence model, (ii) home care and living in place model, (iii) community e-business experience model and (iv) virtual and physical portable device model. The common part in these four strategy models is that the services provided are elderly centered. These models offer virtual and physical integrations, and also offer total solutions for the elderly and their caregivers. Through investigation of successful strategy models for providing quality services to seniors, we identified opportunities to develop innovative service models and successful characteristics, also policy implications were summarized.
Conclusions:
The observations from this study will serve as a primary evidenced base for enterprises developing their senior market and, also for promoting the value co-creation possibility through dialogue between customers and those that deliver service.