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Abstract

Purpose: To develop a strategic framework that enhances service innovation within South African medical schemes by examining micro- and macro-level factors influencing innovation capacity and competitiveness, addressing the need for accessible and affordable healthcare.


Research Design and Methodology: A literature review guided by Willie’s Service Innovation Enabler (WSIE) framework was conducted, drawing on peer-reviewed articles, policy documents, and case studies relevant to South Africa’s healthcare system, focusing on digital transformation and regulatory trends.


Findings and Discussion: Key enablers included leadership support, favorable regulation, and scheme size. Smaller schemes leveraged technologies like telemedicine effectively. COVID-19 accelerated digital adoption, though regulatory complexity and organizational resistance often impeded innovation efforts.


Implications: Leadership-driven innovation strategies, supported by digital tools, are essential for improving service delivery. Supportive policy environments and further research are needed to assess long-term impacts on patient outcomes while addressing internal barriers to change within medical schemes.

Keywords

service innovation medical schemes national health insurance value co-creation digital health market competitiveness regulatory adaptation

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Willie, M. M. (2025). Enhancing Service Innovation: A Strategic Framework for Improved Healthcare Delivery. Advances in Community Services Research, 3(2), 63–77. https://doi.org/10.60079/acsr.v3i2.498
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