The "Health Supplying": Between Service and Complexity †

Abstract

The evolution of the organizational theories has brought to an overtaking of univocal rules of good organization, focused on the importance of setting fixed schemes and plans in theorizing and designing the company organizational framework. It's clear in fact that the surrounding environment can strongly influence the organization and its need to adopt particular working and coordination forms. By this way, the healthcare public utilities' interpretations and orientations point today on men's "well-being", meant as a positive interfacing between person and organization, as a reply to an old working culture, made of control and distrust rather than incentive and valorization. The need of a "systemic thought", to achieve a satisfying comprehension of the relational dynamics within an organizational context, is highlighted as well by the "complex methodology" approach: the fact that currently, concepts like customer satisfaction, assessment of perceived quality, user and client are spreading in the healthcare field, points out the deep changes in action in the perspective of healthcare operators, now called to see the patients not anymore as passive objects of the medical act, but as active subjects in a new relational dimension.