Accelerating Digital Service Innovation in a Post-COVID Era : Key Recommendations for Healthcare Managers

Abstract

Healthcare organisations stand at a critical juncture, facing pressing challenges such as constrained budgets, growing demands, workforce shortages and heightened public expectations. Now, more than ever, there is a dire need for innovative solutions. Digital service innovation holds immense promise, offering the potential to improve health outcomes, reduce costs, enhance service quality and elevate patient experiences. However, the adoption of these innovations has been slow. The COVID-19 pandemic served as a catalyst, dramatically accelerating the implementation of digital innovations in healthcare organisations. This rapid transformation was a necessary response to unprecedented conditions. However, there are concerns that the momentum gained during the pandemic is waning, with innovation rates slipping back to pre-pandemic levels. This paper argues that we must harness the lessons learned from the pandemic to sustain and increase the pace of innovation, addressing healthcare organisations' urgent challenges. It aims to provide practical insights for healthcare managers at various organisational levels, drawing from a compelling case study of digital service innovation during the COVID-19 pandemic at a Norwegian hospital. Here, practitioners will find six actionable recommendations designed to inspire and empower them to drive innovation in a post-pandemic era. By embracing these insights, healthcare managers can lead their organisations toward a more resilient, efficient and patient-centric future. Now is the time to build on the strides made during the pandemic and transform the healthcare landscape for the better.