Innovation Competence in Services for improving patient experience

Service innovation is necessary in order to improve competitivity in a global growing sector, however it is a high complex process in healthcare. Services are intangibles and there are created with the user and another actors with different roles, interests and capabilities. The patient experience is a key indicator in healthcare services because it define user satisfaction and service quality. Many researches suggests the application of approaches and tools to innovate in services, but are lacking to identify the required skills in people to successful innovation outcomes and to improve the patient experience.