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1 – 10 of over 52000
Article
Publication date: 10 June 2021

S. Sreejesh, Juhi Gahlot Sarkar and Abhigyan Sarkar

The purpose of this study is to empirically examine the impact of technology-enabled service co-creation on patients' service patronage behaviour in healthcare retailing. The…

1175

Abstract

Purpose

The purpose of this study is to empirically examine the impact of technology-enabled service co-creation on patients' service patronage behaviour in healthcare retailing. The first objective is to examine the mediating roles of spatial presence and co-presence in the relationship between technology enabled co-creation and service experience. The second objective is to investigate if healthcare service experience impacts patients' relationship value with hospitals and subsequent patronage intention.

Design/methodology/approach

Data were collected from a sample of 516 customers of three leading hospitals in India during the social isolation period of COVID-19. The data were analysed using structural equation modelling.

Findings

The study results demonstrate that customers' favourably perceived technology-enabled co-creation generates feelings of spatial presence and co-presence in the technology-enabled platform. The feeling of presence enhances patients' health care service experiences which in turn predict their relationship value perceptions towards the healthcare service provider. Co-presence dominates as a mediator in terms of magnitude over spatial presence. The favourable value perception positively impacts patients' intention to come back to the same hospital.

Research limitations/implications

The study uses cross-sectional data, which does not incorporate any temporal variations in the investigated relationships. The study does not account for differences in government vs. private undertakings of healthcare system.

Practical implications

The findings envisage a digital healthcare retail system, where hospitals can enhance patients' perceptions of healthcare service experience, relational value and re-patronage intention, based on the digital mediated environment design elements, i.e. spatial presence and co-presence. As co-presence is a dominant factor, ensuring that human healthcare experts (rather than technology based e-service elements like chatbots) participate in healthcare service co-creation is of prime importance to provide enriching service experience to the patients.

Originality/value

The value of the research lies in extending the theories of presence, UTAUT and S-O-R to understand digital healthcare retailing, in order to identify the mechanism of how online co-creative platform can generate hospital patronage behaviour among patients through the serial mediation of presence, augmented service experience and relationship value.

Details

International Journal of Retail & Distribution Management, vol. 50 no. 1
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 24 April 2020

Lia Patrício, Daniela Sangiorgi, Dominik Mahr, Martina Čaić, Saleh Kalantari and Sue Sundar

This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the…

5118

Abstract

Purpose

This paper explores how service design can contribute to the evolution of health service systems, moving them toward people-centered, integrated and technology-enabled care; the paper develops a research agenda to leverage service design research for healthcare transformation.

Design/methodology/approach

This conceptual study starts by analyzing healthcare challenges in terms of demographic trends and economic constraints, along with the problems of lack of people-centricity, dispersion of care and slowness in incorporating emerging technologies. Then, it examines the theoretical underpinnings of service design to develop a framework for exploring how a human-centered, transformative and service systems approach can contribute to addressing healthcare challenges, with illustrative cases of service design research in healthcare being given.

Findings

The proposed framework explores how a human-centered service design approach can leverage the potential of technology and advance healthcare systems toward people-centered care; how a transformative service design approach can go beyond explanatory research of healthcare phenomena to develop innovative solutions for healthcare change and wellbeing; and how a service systems perspective can address the complexity of healthcare systems, hence moving toward integrated care.

Originality/value

This paper systematizes and develops a framework for how service design can contribute to healthcare transformation. It identifies key healthcare application areas for future service design research and pathways for advancing service design in healthcare by using new interdisciplinary bridges, methodological developments and theoretical foundations.

Details

Journal of Service Management, vol. 31 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 25 May 2021

John Woolham, Paul Freddolino, Grant Gibson and Sarah Daniels

This paper aims to report on a structured attempt to develop new directions for research into telecare. Current research evidence suggests that telecare in the UK is not optimally…

Abstract

Purpose

This paper aims to report on a structured attempt to develop new directions for research into telecare. Current research evidence suggests that telecare in the UK is not optimally cost-effective and does not deliver better outcomes than more traditional forms of care and support. To address this problem, an analysis of expert opinion about future directions for research is provided.

Design/methodology/approach

Two electronic surveys of UK based academic experts were conducted. Participants were drawn from a range of professional disciplines, including medicine, social care, occupational therapy and social policy and identified were by their contribution in this, or allied fields. The first survey included nine questions intended to identify at least one new research question that could form the basis of a funding proposal to the Nuffield Foundation, which provided “seedcorn” funding to support this work. Ten themes were identified following thematic analysis. The second survey asked participants to prioritise three of these themes.

Findings

Key themes emerging as priority areas for future research were as follows: the role of assessment in ensuring technology deployment meets the needs of service users; ethical implications of technology and how these might be addressed in the future; and the use of end user co-production/co-creation approaches in the development of new assistive technologies and digital enabled care.

Research limitations/implications

The findings are based on academic expert opinion; perspectives of practitioners, service users and family members are unrepresented.

Practical implications

The findings of this study could contribute to development of new directions for telecare research, and future strategic funding decisions in this rapidly changing field.

Originality/value

Evidence for sub-optimal outcomes for telecare requires new thinking. The authors are not aware of any other study that offers an analysis of expert opinion of fruitful areas for new research into telecare.

Details

Journal of Enabling Technologies, vol. 15 no. 3
Type: Research Article
ISSN: 2398-6263

Keywords

Article
Publication date: 2 July 2020

Kate Hamblin

Technology enabled care (TEC) equipment has been a part of adult social care (ASC) in most areas of the UK for decades. More recently, commissioners have been exploring mainstream…

Abstract

Purpose

Technology enabled care (TEC) equipment has been a part of adult social care (ASC) in most areas of the UK for decades. More recently, commissioners have been exploring mainstream technologies’ potential to support older people living in the community. The purpose of this paper is to examine the challenges and opportunities presented by the growing application of mainstream technologies in ASC against the backdrop of the planned UK-wide switchover from analogue to digital telecommunications by 2025.

Design/methodology/approach

This general review uses research evidence, literature, industry standards and policy documents to address the challenges presented by the UK’s digital switchover and the potential role of mainstream technologies such as “smart speakers” in ASC.

Findings

The use of digital TEC and mainstream devices in ASC brings challenges related to access to reliable internet connections in parts of the UK; the need to update TEC safety standards; the ethics, privacy and data security measures that ensure digital products and services safeguard the interests of users; and evidence and commissioning practice.

Originality/value

This general review explores emerging areas of policy and research related to the planned UK digital switchover and the use of mainstream technologies in ASC. It offers a conceptual approach and suggests ways forward for research, regulatory and commissioning agendas.

Details

Journal of Enabling Technologies, vol. 14 no. 2
Type: Research Article
ISSN: 2398-6263

Keywords

Article
Publication date: 28 August 2018

Jeannine Therese Moreau and Trudy Rudge

This paper examines how certain care values permeate, legitimize and authorize hospitalized-older-adults’ care, technologies and practices. The purpose of this paper is to expose…

Abstract

Purpose

This paper examines how certain care values permeate, legitimize and authorize hospitalized-older-adults’ care, technologies and practices. The purpose of this paper is to expose how values are not benign but operate discursively establishing “orders of worth” with significant effect on the ethics of the care-setting.

Design/methodology/approach

The paper draws from a discursive ethnography to see “up close” on a surgical unit how values influence nurse/older-adult-patient care occasions in the domain of older-adults and functional decline. Data are from participant observations, conversations, interviews, chart reviews and reviewed literature. Foucauldian discursive analytics rendered values recognizable and analyzable as discursive practices. Discourse is a social practice of knowledge production constituting and giving meaning to what it represents.

Findings

Analysis reveals how care values inhere discourses like measurement, efficiency, economics, risk and functional decline (loss of capacity for independent living) pervading care technologies and practices, subjugating older adults’ bodies to techniques, turning older persons into measurable objects of knowledge. These values determine social conditions of worth, objectifying, calculating, normalizing and homogenizing what it means to be old, ill and in hospital.

Originality/value

Seven older adult patients and attendant nurses were followed for their entire hospitalization. The ethnography renders visible how care values as discursive practices rationalize the social order and operations of everyday care. Analytic outcomes offer insights of how dominant care values enabled care technologies and practices to govern hospitalized-older-adults as a population to be ordered, managed and controlled, eliding possibilities of engaging humanistic patient-centered care.

Details

Journal of Organizational Ethnography, vol. 8 no. 3
Type: Research Article
ISSN: 2046-6749

Keywords

Open Access
Article
Publication date: 4 August 2022

Q. Jane Zhao, Nathan Cupido, Cynthia R. Whitehead and Maria Mylopoulos

Design, implementation, and evaluation are all important for integrated care. However, they miss one critical factor: education. The authors define “integrated care education” as…

1482

Abstract

Purpose

Design, implementation, and evaluation are all important for integrated care. However, they miss one critical factor: education. The authors define “integrated care education” as meaningful learning that purposefully supports collaboration and the development of adaptive expertise in integrated care. The ECHO (Extensions for Community Health Outcomes) model is a novel digital health solution that uses technology-enabled learning (TEL) to facilitate, support, and model integrated care education. Using ECHO Concussion as a case study, the authors describe the effects of technology-enabled integrated care education on the micro-, meso-, and macro-dimensions of integrated care.

Design/methodology/approach

This case study was constructed using data extracted from ECHO Concussion from video-archived sessions, participant observation, and internal program evaluation memos. The research team met regularly to discuss the development of relevant themes to the dimensions of integrated care.

Findings

On the micro-level, clinical integration occurs through case-based learning and the development of adaptive expertise. On the meso-level, professional integration is achieved through the development of the “specialist generalist,” professional networks and empathy. Finally, on the macro-level, ECHO Concussion and the ECHO model achieve vertical and horizontal system integration in the delivery of integrated care. Vertical integration is achieved through ECHO by educating and connecting providers across sectors from primary to quaternary levels of care. Horizontal integration is achieved through the establishment of lateral peer-based networks across sectors as a result of participation in ECHO sessions with a focus on population-level health.

Originality/value

This case study examines the role of education in the delivery of integrated care through one program, ECHO Concussion. Using the three dimensions of integrated care on the micro-, meso-, and macro-levels, this case study is the first explicit operationalization of ECHO as a means of delivering integrated care education and supporting integrated care delivery.

Details

Journal of Integrated Care, vol. 30 no. 4
Type: Research Article
ISSN: 1476-9018

Keywords

Article
Publication date: 29 September 2023

Francesca Horne, Diane Bailey and Maggie Kenney

Despite continuing workforce challenges over the last decade, the social care system is considered a key enabler in keeping older people out of hospital. In response to the…

Abstract

Purpose

Despite continuing workforce challenges over the last decade, the social care system is considered a key enabler in keeping older people out of hospital. In response to the workforce challenges, White Paper was released, which acknowledged the opportunities afforded by digital technology to assist older people ageing at home, often supported by informal caregivers. Given the policy emphasis on digital-enabled care, the most appropriate methods for evaluating its impact on social care outcomes have yet to be determined. The purpose this study was to review the current literature using a systematic approach to understand the methodological limitations to inform more robust evaluations in their use in future research.

Design/methodology/approach

This scoping review used a systematic approach adopting the framework of Arksey and O’Malley to examine studies examining the adoption of digital technologies to assist in older people’s ability to age in place.

Findings

The 21 relevant studies identified on digital technology to assist ageing-in-place are evolving. To date, it has focused on the efficacy and usability of the digital technologies themselves rather than investigating the impact of such technologies on re/enablement outcomes for older people. To rebalance this emphasis, there needs to be more research investigating the factors that enhance useability of digital technologies by older people and exploiting narrative data gained from qualitative research as they can provide valuable insights.

Originality/value

To the best of the authors’ knowledge, this is the first scoping review to consider qualitative methodological approaches for exploring ageing in place.

Details

Working with Older People, vol. 27 no. 4
Type: Research Article
ISSN: 1366-3666

Keywords

Abstract

Details

Occupational Therapy With Older People into the Twenty-First Century
Type: Book
ISBN: 978-1-83753-043-4

Article
Publication date: 16 July 2021

Katie MacLure and Ali Jones

Domestic abuse or intimate partner violence is a term that describes a pattern of abusive behaviours, often experienced concurrently and linked to gender-based violence. This…

Abstract

Purpose

Domestic abuse or intimate partner violence is a term that describes a pattern of abusive behaviours, often experienced concurrently and linked to gender-based violence. This study aims to explore through the literature the potential to design effective digital services that work for victims, survivors and those who provide domestic abuse support services.

Design/methodology/approach

This study is based on a systems or service design thinking methodology which was adopted during a Scottish Government-funded Technology Enabled Care (TEC) pathfinder project on domestic abuse. This methodology is the basis for the Scottish Approach to Service Design which is based on the Design Council Double Diamond. During the first phase, known as the discovery phase, desk-based research is conducted by the service design team to inform their approach to the later phases (the second half of the first diamond is define whilst design and deliver form the second diamond). Time is spent during discovery to unpack the complexity whilst the approach takes a pragmatic worldview.

Findings

Technology has yet to be shown to provide an effective solution to any aspect of the victim or survivors’ experience or support services albeit these are often over-stretched and under-funded even without the Covid-19 pandemic. Digital abuse is increasing with perpetrators adapting new technologies. Digital developments should be grounded on ethical design principles.

Research limitations/implications

This study is the result of the desk-based research during a TEC project considering the potential role of technology in tackling domestic abuse. Limitations include only including evidence from the literature; interviews were conducted but are not reported here. Another limitation is the pragmatic rather than academic nature of the approach; it was to be a foundation for service re-design. So hopefully useful for new practitioners to immerse themselves in the topic area but with no claims to be reproducible as would be the case in a formal review.

Practical implications

All the evidence shows the authors need to keep trying different approaches, different forms of engagement and ways to empower survivors. Could technology support health-care practitioners to consistently use sensitive routine enquiry? Perhaps enable independent domestic violence advisors to attend more multidisciplinary team meetings in local community settings? Meanwhile, digital abuse is increasing with perpetrators adapting new technologies. Technology has not yet provided a digital solution which is practical and meets the needs of the broad intersectional population affected by domestic abuse nor those who provide support. If the future is to be based on digital developments it must be grounded on ethical design principles.

Originality/value

This desk-based review collates the current national and international policy and research literature whilst focusing on digital developments which support those affected by domestic abuse.

Details

The Journal of Adult Protection, vol. 23 no. 5
Type: Research Article
ISSN: 1466-8203

Keywords

Open Access
Book part
Publication date: 7 February 2024

Zhanna Novikov, Sara J. Singer and Arnold Milstein

Diffusion of innovations, defined as the adoption and implementation of new ideas, processes, products, or services in health care, is both particularly important and especially…

Abstract

Diffusion of innovations, defined as the adoption and implementation of new ideas, processes, products, or services in health care, is both particularly important and especially challenging. One known problem with adoption and implementation of new technologies is that, while organizations often make innovations immediately available, organizational actors are more wary about adopting new technologies because these may impact not only patients and practices but also reimbursement. As a result, innovations may remain underutilized, and organizations may miss opportunities to improve and advance. As innovation adoption is vital to achieving success and remaining competitive, it is important to measure and understand factors that impact innovation diffusion. Building on a survey of a national sample of 654 clinicians, our study measures the extent of diffusion of value-enhancing care delivery innovations (i.e., technologies that not only improve quality of care but has potential to reduce care cost by diminishing waste, Faems et al., 2010) for 13 clinical specialties and identifies healthcare-specific individual characteristics such as: professional purview, supervisory responsibility, financial incentive, and clinical tenure associated with innovation diffusion. We also examine the association of innovation diffusion with perceived value of one type of care delivery innovation – artificial intelligence (AI) – for assisting clinicians in their clinical work. Responses indicate that less than two-thirds of clinicians were knowledgeable about and aware of relevant value-enhancing care delivery innovations. Clinicians with broader professional purview, more supervisory responsibility, and stronger financial incentives had higher innovation diffusion scores, indicating greater knowledge and awareness of value-enhancing, care delivery innovations. Higher levels of knowledge of the innovations and awareness of their implementation were associated with higher perceptions of the value of AI-based technology. Our study contributes to our knowledge of diffusion of innovation in healthcare delivery and highlights potential mechanisms for speeding innovation diffusion.

Details

Research and Theory to Foster Change in the Face of Grand Health Care Challenges
Type: Book
ISBN: 978-1-83797-655-3

Keywords

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