A4 Conference proceedings

Improving Operations Management in Elderly Care with a CDSS for Service Needs Assessment

Publication Details
Authors: Korpela Krista, Korpela Jukka, Elfvengren Kalle, Viitikko Tarja, Lehmus Riikka, Tuominen Markku
Publication year: 2020
Language: English
Related Journal or Series Information: International working seminar on production economics
Title of parent publication: 21st International working seminar on Production Economics
JUFO-Level of this publication: 0
Open Access: Not an Open Access publication


This paper presents a case study of implementing a CDSS for the service needs assessment process for elderly care in the South Karelia District of Social and Health Services (Eksote). Eksote is a forerunner in the development of health and social care services in Finland, as it combines primary and secondary health care, elderly care and social care in a totally new way, covering eight municipalities that worked independently earlier.
The paper builds on the previous research in the area. The paper describes how an agile BPM approach was utilized for developing a service needs assessment solution for elderly care further. The paper discusses the empirical experiences received both about the BPM-based development process and about the actual usage of the CDSS in daily operations. The findings indicate that the CDSS has enabled a more holistic management of customers and operations at Eksote. It was found, that the next development needs in the process are related to integration and to the utilization of artificial intelligence. The paper contributes to both academic research and to practitioner perspective by presenting a unique, proven approach to solving a challenge that most public health and social care services organizations are facing. The paper adds to our understanding of how customer and operations management can be utilized to solve the challenges that the aging population poses to the society.

Last updated on 2020-11-11 at 14:38

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