The Business Values of Patient Knowledge Management (PKM) in the Healthcare Industry

The Business Values of Patient Knowledge Management (PKM) in the Healthcare Industry

Mohammad Soltani Delgosha (Social Science and Economy Faculty, Alzahra University, Tehran, Iran), Ali Amoei Ojaki (Faculty of Management, University of Tehran, Tehran, Iran) and Hamidreza Farhadi (Faculty of Management, University of Tehran, Tehran, Iran)
DOI: 10.4018/jhisi.2013040106
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Abstract

Today, healthcare has become a progressive industry with novel techniques, approaches and findings in this field quickly being evaluated and improved. One of these approaches is patient-centered care (PCC), which is defined essentially as an approach that respects and responds to individual patient’s preferences, needs and values. As such, PCC concept focuses not only on the disease, but also on leveraging specific information of a patient. PCC approach is therefore going to enlarge the role of patients and families in the process of clinical decision making. Still, the authors are observing the lack of innovation in this particular domain. In this paper, the authors develop the concept of patient knowledge management (PKM) based on customer knowledge management and PCC approaches. PKM creates many values such as decreasing opportunity costs and treatment costs, aiding patient decision making to be efficient and effective, as well as creating new knowledge and developing new treatment methods.
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Literature Review

Patient-centered care approach is a critical element of the healthcare system. Today, the healthcare industry is transforming itself from a clinical-centered care system to patient-centered care. Prior studies have shown that patient-centered care must consider preferences and the needs of patients as well as aiming to improve patient satisfaction. Many related studies to patient-centered care focus on its attributes and systems that transfer such attributes. There are a growing number of definitions for patient-centered care. For example, the National Health Council defined patient-centered care as gained quality of services through cooperation between patient, families and the healthcare team (The Picker Institute, 2004). The Institute of Medicine defined patient-centered care in its 2001 report as respecting and responding to individual patient’s preferences, needs and values and also ensuring the patients’ values are considered in clinical decisions . Patient-centered care does not focus only on the disease, but also considers patients as different individuals based on their specific information (Leino, 1952; Mead & Bower, 2000; Levenstein et al., 1986; Saha, Mary, & Cooper, 2008; Berwick, 2009; Pelzang, 2010). This information helps healthcare providers to treat the illness from the patient’s perspective and appropriately respond to the patient’s needs and preferences. In one IBM press releases, patient-centric approach has been defined as “ensuring that they (the patients) receive the best treatment, at a reasonable cost, while putting into place strategies that will help individuals avoid becoming sick in the first place” . Patient-centered care is meant to change patients from passive consumers to proactive individuals who participate in the treatment processes and transfer their perspective to feedback into clinical decisions.

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