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The Change from Leadership to Leadershift—The Human-Centered Service Design Approach Requires New Leadership Competencies in the Health System

In: Human-Centered Service Design for Healthcare Transformation

Author

Listed:
  • Karin Messer-Misak

    (Fachhochschule JOANNEUM GmbH, Institut Für eHealth/Gesundheitsinformatik)

  • Christian Lagger

    (Krankenhaus der Elisabethinen GmbH)

Abstract

The human-centered design approach requires an enhanced integration of all those involved in the service process. This is particularly relevant in the healthcare system, since human interaction, supported by modern IT processes, requires that the needs of the service providers and those of the patients are understood and considered holistically to enable a constantly improving iterative service process. Differentiated management skills are demanded to set the framework conditions in normative management, to align the planning in strategic management, and to design and implement the requirements in operational management. This chapter describes which new skills are required within the different management levels to achieve the best possible results in service.

Suggested Citation

  • Karin Messer-Misak & Christian Lagger, 2023. "The Change from Leadership to Leadershift—The Human-Centered Service Design Approach Requires New Leadership Competencies in the Health System," Springer Books, in: Mario A. Pfannstiel (ed.), Human-Centered Service Design for Healthcare Transformation, pages 21-33, Springer.
    • Handle: RePEc:spr:sprchp:978-3-031-20168-4_2
    DOI: 10.1007/978-3-031-20168-4_2
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