Experience in Healthcare Innovation

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.

• Foreword by Vincent Dumez xiiiForeword by David Darmon xvIntroduction xviiLuigi FLORA, Corinne GRENIER and Frédéric PONSIGNONPart 1 Crossed Perspectives on Experiential Knowledge 1Introduction to Part 1 3Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNONChapter 1 User Knowledge, a Key Ingredient for Health Innovation and the Sustainability of our Health Systems 11Geneviève CYR and Marie-Pascale POMEY1.1 Introduction 111.2 Innovation 121.3 Towards open innovation 131.4 Health innovation 151.5 Responsible health innovation 151.6 Participation of patient-caregivers and citizens in innovation 181.7 Open innovation practices to bring patient-caregivers and citizens to contribute to innovations 201.8 Conclusion 231.9 References 23Chapter 2 The Experience of Caregivers in Supporting People with Neurodegenerative Diseases 27Anaïs CHENEAU and Valérie FARGEON2.1 Introduction 272.2 Theoretical framework 292.3 Data and method 322.4 Results 332.5 Conclusion 412.6 References 42Chapter 3 The Experiential Approach and Alzheimer’s Disease: Including the Spiritual Dimension for a More Global Approach 45Ruth Laure ALAMARGUY and Pauline LENESLEY3.1 Introduction 453.2 Alzheimer’s disease: loss or search for meaning? 463.3 Obstacles to taking the spiritual dimension into account in support 543.4 Perspectives: ways to approach the overall lived experience 583.5 Conclusion 593.6 References 60Chapter 4 Rethinking the Organization of SDCCs in Light of the Experience of Volunteers in a State of Great Social Precariousness 65Corinne GRENIER4.1 Introduction 654.2 Theoretical framework: social regulation and experiential knowledge 684.3 A situation to transform: the Boutique Solidarité de Marseille (BSM) of the Abbé Pierre Foundation 714.4 The intervention-research (IR) approach 754.5 The transformation of the BSM: the establishment of the Mutual Agreement Contract (MAC) as a regulation tool 764.6 Analysis of the transformation: more balanced regulations 794.7 Conclusion 834.8 Appendix 844.9 References 86Chapter 5 Professional, Team and Digital Identity: The Impact on Patient Experience 89Stephanie BEST, Ann DADICH and Sharon WILLIAMS5.1 Introduction 895.2 Conceptual background 915.3 Patient experience and health and social care professionals’ identity 935.4 Implications 1005.5 Conclusions 1015.6 References 102Chapter 6 Mobilizing the Experience of People with Disabilities: A Necessity in the Transfer of Innovations 107Éléonore SÉGARD and Philippe CHERVIN6.1 Introduction 1076.2 The transfer of innovations to accelerate the transformation of services: a new approach 1096.3 People’s experience at the heart of the development of ground innovations in the field of disability 1126.4 Taking into account the experience of people with disabilities in the transfer process 1126.5 Implementation 1166.6 Conclusion 1176.7 References 118Part 2 Crossed Perspectives on the Impacts on Organizations and Health Systems 121Introduction to Part 2 123Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNONChapter 7 Reorienting Our Health System towards its Users Thanks to Design Thinking: The Experience of Kaiser Permanente 131Inès GRAVEY7.1 Introduction 1317.2 A lever for rebalancing powers between users and traditional experts 1367.3 A lever for cultural transformation in the dual bureaucratic and health context 1407.4 Obstacles and facilitators to integration 1427.5 Discussion 1437.6 Appendix: methodology 1447.7 References 146Chapter 8 Patient-Centered Care at Public Hospitals: A War of the Worlds? 149Marie-Eve LAPORTE, Patrick GILBERT and Karim ZINAÏ8.1 Introduction 1498.2 Patient-centered care 1508.3 The theory of economies of worth – a key for understanding tensions 152<8.4 Study of the orthopedics department of a Parisian hospital 1538.5 Conclusion 1598.6 References 159Chapter 9 A Brief History of Changes in the Medico-Social Sector over Recent Decades Interview with Marielle Ravot 163Luigi FLORA and Marielle RAVOT9.1 Introduction 1639.2 Interview 1649.3 The experience 1659.4 Appendix: list of acronyms 1809.5 References 182Chapter 10 EPoP: An Approach to Developing Peer Intervention 183Sabrina SINIGAGLIA10.1 Introduction 18310.2 The EPoP approach: a necessary framework for action 18910.3 The choice of a territorial approach 19210.4 The stabilization of a new function, peer-intervener and of a new mission, peer intervention representatives 19910.5 Presentation of a panel of peer-intervener projects supported by EPoP 20110.6 Conclusion 20710.7 References 208Chapter 11 The Potential for Digital Health to Reframe the Role of Compassion in Patient Experience Innovation 211Lester LEVY, Ann DADICH and Kevin LOWE11.1 Introduction 21111.2 Definitions 21311.3 Compassion in digital health 21411.4 Deconstructing patient experience 21611.5 Blending digital health with the human touch for positive patient experiences 21911.6 Conclusion 22011.7 References 221Chapter 12 Help with Prescribing Mobile Health Applications: A Partnership Design 227Luigi FLORA, David DARMON, Stephen DARMONI, Julien GROSJEAN, Christian SIMON, Parina HASSANALY and Jean-Charles DUFOUR12.1 Introduction 22712.2 ApiAppS research, a response adapted to the times? 23012.3 Design carried out with the participation of citizens 23112.4 Categorization choices and their development during this research 23212.5 A dynamic mobilizing cross-perspectives between patients and doctors 23312.6 Conclusion 23512.7 References 236Chapter 13 Beyond the Testimony: Patient Partners and Ongoing Education Program 239Yves COUTURIER, Marie-Eve POITRAS, Marie-Dominique POIRIER and Anaëlle MORIN13.1 Introduction 23913.2 Train-the-trainer program an effective strategy for professional development in primary care 23913.3 Innovation in the train-the-trainer approach through increased patient participation 24113.4 Study context 24213.5 Theoretical framework 24313.6 Intervention 24513.7 Methodology 24613.8 Results 24613.9 Favorable conditions for full recognition of trainer status for patients in the context of ongoing training 24713.10 An enrichment proposal for the Montreal model 24813.11 Conclusion 25013.12 References 250Chapter 14 The Care Partnership: Challenges and Perspectives for Healthcare Systems 253Philippe ANHORN14.1 Introduction 25314.2 Context and definitions 25414.3 Theoretical foundations of the research 25914.4 Methodology 26014.5 Main research results 26014.6 Conclusion 26414.7 References 268List of Authors 271Index 275