The concepts and processes involved in knowledge management (KM) provide a framework for integrating technology, information management and customer satisfaction. Building Intellectual capital (IC) is of particular interest in the KM process since a positive relationship between investment in training and the value of the firm has been demonstrated. Intellectual capital is especially important in the for-profit healthcare industry in the United States where firm value is linked to competitive advantage. Traditionally studies of human capital have focused on managers and employees in terms of in-service training, seminars, certifications, and academic degrees. Gaining more attention are “loyal” customers - in terms surveys, market demographics and, for healthcare, in the self-management of chronic diseases (e.g., obesity and diabetes). Patients and nursing home residents become customers, where feelings of well-being are recognized in terms of customer satisfaction and customer capital. The use of technology for symptom self-management and self-expression promotes quality of care, integrates management systems and personalizes patient information by digitizing individual creative portfolios. The resident’s digital creative portfolio (well-being) can be integrated with medical records, management systems, and therapeutic outcomes to increase the firm’s value.
|Keywords:||Intellectual Capital, For Profit healhcare industry, Well-being|
Researcher and Teacher, Department of Financial Economics, University of the Basque Country, Bilbao, Spain
Professor, Health Management, Berkeley College, New York, New York, USA
Professor and Dean, Department of Economics and Business, University of the Basque Country, Bilbao, Spain