The Convergence of Customer Orientation and Collaborative Health Care Leadership in Lithuania


  • Birute Mockeviciene prof.
  • Vaida Servetkienė Mykolas Romeris University
  • Danguolė Jankauskienė Mykolas Romeris University



patient journey, collaborative leadership, health care service quality


Improving health care quality is a continuous goal that requires constant attention and innovative solutions. One of the sources from which we can learn about what quality changes are needed is patient experience. "Collaboration" is one way to develop instruments and use them to gather knowledge about patient needs related to the patient journey and measures to improve the quality of services, such as service collaboration. The direction, in terms of the identification of patient needs and relatively urgent changes to the system, depends on the organizational culture determined by leadership. Different approaches towards leadership initiate different outcomes and consequences. Collaborative health care leadership comes with the decision to strengthen collaboration between health professionals and patients, thus addressing service quality gaps. Therefore, it becomes important to understand patients’ expectations in terms of such cooperation.

The study aim is to investigate whether patient satisfaction barriers can be linked to shortages in collective leadership.

All three dimensions of collaborative leadership (horizontal collaboration, interorganizational (vertical) collaboration, and collaboration with patients) demonstrate the link between leadership and accepted health care quality.