Innovation Management in Family Health Clinics in Israel: The Contribution of Customer Needs’ Assessment

Abstract

In recent decades, the concept of innovation has become a vital and cardinal process in any organization that strives for renewal, remaining relevant in an era with quick and tremendous changes. It is considered to be a critical component of productivity and competitive survival in healthcare as well. It is also important concept in the public health nursing. The public family health clinics are central axis of the preventive care provided to young families in Israel. This article presents a process of assessing the needs of parents of children aged 3-6, from the family health clinics (FHCs) in accordance with a changing reality as a key to defining necessary innovation to be implemented in FHCs services. Objective: To explore parents' needs from FHC and define means of narrowing the gap between the needs of young families and the services currently provided. Methods: A qualitative study was conducted. Semi-structured interviews were used to collect data from 18 families that received treatment at FHC in Tel Aviv and the central Israel regions. Results: Data revealed the contribution of an in-depth costumer needs' assessment to the required service innovation. Parents noted the importance of a personalized service adjusted to their unique family needs, as opposed to generalized instructions. Conclusions: The findings provide further insight into various aspects that may help public health managers to improve the service in terms of attitude, professional service and added value at each encounter. Additional consideration and efforts should be given to Service marketing methods as well.