ABSTRACT
Digitalization is changing the value co-creation process of healthcare services by enforcing dialogue and service transparency. The research is scarce on the managerial implications of the requirements imposed on the healthcare professionals. In many countries, digitalization is enhanced by governmental actions to reduce overall healthcare costs while increasing access to these services. Digitalization is a tool for organizational reform in creating structures and constraints for interaction, which can be seen as a threat for professional autonomy. The findings of this chapter are based on a case study of a healthcare organization actively developing new digital healthcare services. This chapter discusses the implications of digitalization through a multidisciplinary approach with theories of institutionalism and value co-creation. This chapter introduces the changing roles of the professionals and the requirements for new skills and new ways of working, which determine greatly the success of value co-creation in healthcare through digitization.
