Person-Centered Data Model in social and health care customer management: Creating value through the Quintuple Aim

Authors

• Kaisa Pesonen Wellbeing Services County of South Karelia
• Jyri Vilko LUT University
• Kalle Elfvengren LUT University
• Jukka Korpela LUT University

DOI:

https://doi.org/10.23996/fjhw.155406

Keywords:

patient care management, data aggregation, data systems, systems integration, value creation

Abstract

In Finland, social and health care information management has been harmonized over the past ten years, especially with the development of recording patient and client information. However, the client and patient information systems in use by the organizations do not sufficiently support the information needs of customer management or guide individual but consistent client and patient processes.

This case study examined customer management and value creation using the Person-Centered Data Model (PCDM) developed in the Finnish wellbeing services county of Kanta-Häme. The aim of the research was to understand the usability of a data-based customer management model and to identify the factors affecting value creation. In this study, customer management includes both the utilization of available information, and the practices used to identify customers’ service needs and organize services suitable for them.

The research findings are based on semi-structured expert interviews conducted in the case organization, documents from the case organization, and a survey administered to the interviewees. The interviewees were gathered with snowball sampling in such a way that the interviewees suggested other interviewees who were experts in the subject area. The interview data was analyzed using theory-driven content analysis and the survey data was examined using the means (M) and standard deviations (SD) of the responses.

This study found that a model based on PCDM is central to the organization’s information management and customer management. The model collects the information needed to provide the services and connects it to the individual customer, supporting customer management in the customer relationship management system (CRM). The CRM system uses PCDM and works to support professionals, improving customer experience and the allocation of resources. This study identified factors both promoting and hindering value creation. Promoting factors were, for example, the importance of strategy and available information, while hindering factors were, for example, operational models and lack of data. PCDM can support effective social and health care in accordance with the Quintuple Aim principles.