Using the experience of patients, users, healthcare professionals and other stakeholders to innovate and rethink healthcare organizations and systems is gaining ground. Deploying these innovative methods and practices, however, requires an understanding and mastery of theoretical principles, as well as experimenting with them in the field.
Experience in Healthcare Innovation alternates between theoretical presentations and case studies/examples in order to present the key notions of innovation in healthcare and the experiences of the people at the heart of healthcare ecosystems. It brings together diverse and complementary perspectives, shedding new light on the issue of healthcare experience through the prism of innovation. It includes a wealth of resources, ideas and results for all of those in healthcare wishing to implement innovative approaches that place the human experience at the heart of healthcare ecosystems.
Foreword by Vincent Dumez xiii Foreword by David Darmon xv Introduction xvii Luigi FLORA, Corinne GRENIER and Frédéric PONSIGNON Part 1 Crossed Perspectives on Experiential Knowledge 1 Introduction to Part 1 3 Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNON Chapter 1 User Knowledge, a Key Ingredient for Health Innovation and the Sustainability of our Health Systems 11 Geneviève CYR and Marie-Pascale POMEY 1.1 Introduction 11 1.2 Innovation 12 1.3 Towards open innovation 13 1.4 Health innovation 15 1.5 Responsible health innovation 15 1.6 Participation of patient-caregivers and citizens in innovation 18 1.7 Open innovation practices to bring patient-caregivers and citizens to contribute to innovations 20 1.8 Conclusion 23 1.9 References 23 Chapter 2 The Experience of Caregivers in Supporting People with Neurodegenerative Diseases 27 Anaïs CHENEAU and Valérie FARGEON 2.1 Introduction 27 2.2 Theoretical framework 29 2.3 Data and method 32 2.4 Results 33 2.5 Conclusion 41 2.6 References 42 Chapter 3 The Experiential Approach and Alzheimer’s Disease: Including the Spiritual Dimension for a More Global Approach 45 Ruth Laure ALAMARGUY and Pauline LENESLEY 3.1 Introduction 45 3.2 Alzheimer’s disease: loss or search for meaning? 46 3.3 Obstacles to taking the spiritual dimension into account in support 54 3.4 Perspectives: ways to approach the overall lived experience 58 3.5 Conclusion 59 3.6 References 60 Chapter 4 Rethinking the Organization of SDCCs in Light of the Experience of Volunteers in a State of Great Social Precariousness 65 Corinne GRENIER 4.1 Introduction 65 4.2 Theoretical framework: social regulation and experiential knowledge 68 4.3 A situation to transform: the Boutique Solidarité de Marseille (BSM) of the Abbé Pierre Foundation 71 4.4 The intervention-research (IR) approach 75 4.5 The transformation of the BSM: the establishment of the Mutual Agreement Contract (MAC) as a regulation tool 76 4.6 Analysis of the transformation: more balanced regulations 79 4.7 Conclusion 83 4.8 Appendix 84 4.9 References 86 Chapter 5 Professional, Team and Digital Identity: The Impact on Patient Experience 89 Stephanie BEST, Ann DADICH and Sharon WILLIAMS 5.1 Introduction 89 5.2 Conceptual background 91 5.3 Patient experience and health and social care professionals’ identity 93 5.4 Implications 100 5.5 Conclusions 101 5.6 References 102 Chapter 6 Mobilizing the Experience of People with Disabilities: A Necessity in the Transfer of Innovations 107 Éléonore SÉGARD and Philippe CHERVIN 6.1 Introduction 107 6.2 The transfer of innovations to accelerate the transformation of services: a new approach 109 6.3 People’s experience at the heart of the development of ground innovations in the field of disability 112 6.4 Taking into account the experience of people with disabilities in the transfer process 112 6.5 Implementation 116 6.6 Conclusion 117 6.7 References 118 Part 2 Crossed Perspectives on the Impacts on Organizations and Health Systems 121 Introduction to Part 2 123 Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNON Chapter 7 Reorienting Our Health System towards its Users Thanks to Design Thinking: The Experience of Kaiser Permanente 131 Inès GRAVEY 7.1 Introduction 131 7.2 A lever for rebalancing powers between users and traditional experts 136 7.3 A lever for cultural transformation in the dual bureaucratic and health context 140 7.4 Obstacles and facilitators to integration 142 7.5 Discussion 143 7.6 Appendix: methodology 144 7.7 References 146 Chapter 8 Patient-Centered Care at Public Hospitals: A War of the Worlds? 149 Marie-Eve LAPORTE, Patrick GILBERT and Karim ZINAÏ 8.1 Introduction 149 8.2 Patient-centered care 150 8.3 The theory of economies of worth – a key for understanding tensions 152< 8.4 Study of the orthopedics department of a Parisian hospital 153 8.5 Conclusion 159 8.6 References 159 Chapter 9 A Brief History of Changes in the Medico-Social Sector over Recent Decades Interview with Marielle Ravot 163 Luigi FLORA and Marielle RAVOT 9.1 Introduction 163 9.2 Interview 164 9.3 The experience 165 9.4 Appendix: list of acronyms 180 9.5 References 182 Chapter 10 EPoP: An Approach to Developing Peer Intervention 183 Sabrina SINIGAGLIA 10.1 Introduction 183 10.2 The EPoP approach: a necessary framework for action 189 10.3 The choice of a territorial approach 192 10.4 The stabilization of a new function, peer-intervener and of a new mission, peer intervention representatives 199 10.5 Presentation of a panel of peer-intervener projects supported by EPoP 201 10.6 Conclusion 207 10.7 References 208 Chapter 11 The Potential for Digital Health to Reframe the Role of Compassion in Patient Experience Innovation 211 Lester LEVY, Ann DADICH and Kevin LOWE 11.1 Introduction 211 11.2 Definitions 213 11.3 Compassion in digital health 214 11.4 Deconstructing patient experience 216 11.5 Blending digital health with the human touch for positive patient experiences 219 11.6 Conclusion 220 11.7 References 221 Chapter 12 Help with Prescribing Mobile Health Applications: A Partnership Design 227 Luigi FLORA, David DARMON, Stephen DARMONI, Julien GROSJEAN, Christian SIMON, Parina HASSANALY and Jean-Charles DUFOUR 12.1 Introduction 227 12.2 ApiAppS research, a response adapted to the times? 230 12.3 Design carried out with the participation of citizens 231 12.4 Categorization choices and their development during this research 232 12.5 A dynamic mobilizing cross-perspectives between patients and doctors 233 12.6 Conclusion 235 12.7 References 236 Chapter 13 Beyond the Testimony: Patient Partners and Ongoing Education Program 239 Yves COUTURIER, Marie-Eve POITRAS, Marie-Dominique POIRIER and Anaëlle MORIN 13.1 Introduction 239 13.2 Train-the-trainer program an effective strategy for professional development in primary care 239 13.3 Innovation in the train-the-trainer approach through increased patient participation 241 13.4 Study context 242 13.5 Theoretical framework 243 13.6 Intervention 245 13.7 Methodology 246 13.8 Results 246 13.9 Favorable conditions for full recognition of trainer status for patients in the context of ongoing training 247 13.10 An enrichment proposal for the Montreal model 248 13.11 Conclusion 250 13.12 References 250 Chapter 14 The Care Partnership: Challenges and Perspectives for Healthcare Systems 253 Philippe ANHORN 14.1 Introduction 253 14.2 Context and definitions 254 14.3 Theoretical foundations of the research 259 14.4 Methodology 260 14.5 Main research results 260 14.6 Conclusion 264 14.7 References 268 List of Authors 271 Index 275
Luigi Flora is the Co-director of the Patient and Public Partnership Innovation Center (CI3P) at Université Côte d'Azur, France, where he specializes in patients' experiential knowledge and its complementarity with healthcare professionals. Corinne Grenier is Senior Professor HDR at KEDGE Business School, France. Her research concerns the transformation of organizations in the field of healthcare, with regard to an inclusive society. Frédéric Ponsignon is Associate Professor of Operations Management at KEDGE Business School, France. He has expertise in customer/visitor/patient experience, process management and quality management.
