Service Innovation for Equitable Healthcare Access in South Africa: A Sustainable Development Approach Using the WSIE Framework
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Michael Mncedisi WILLIE Council for Medical Schemes, Policy Research and Monitoring, Pretoria, South Africa
South Africa’s healthcare system faces persistent challenges in accessibility and quality, marked by inequities, high out-of-pocket costs, and systemic inefficiencies. As the demand for affordable and equitable healthcare grows, service innovation has become a critical strategy for fostering resilient systems and advancing long-term social sustainability.
This study applies Willie's Service Innovation Enabler (WSIE) Framework to develop a strategic approach for enhancing sustainable healthcare accessibility within South African medical schemes. The WSIE Framework was used to identify key enablers and barriers to innovation at both micro- and macro-levels. Findings reveal that strong leadership support, responsive regulatory frameworks, and adaptable organisational structures are crucial to driving sustainable innovation. Smaller medical schemes show particular potential in leveraging digital technologies such as telemedicine to improve equitable service delivery. Although the COVID-19 pandemic accelerated digital transformation, significant barriers remain, including regulatory complexity and institutional resistance to change. The study concludes that a targeted innovation strategy, grounded in leadership and digital integration, is essential for improving healthcare access and quality. These insights contribute to the broader goal of universal health coverage and align with global sustainable development objectives.
© The Author(s) 2025. Published by RITHA Publishing under the CC-BY 4.0. license, allowing unrestricted distribution in any medium, provided the original work, author attribution, title, journal citation, and DOI are properly cited.
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