Empowering health care consumers in the era of Internet of Things

François, Julien; Audrain‐Pontevia, Anne‐Françoise; Menvielle, Loïck; Chevalier, Nicolas

doi:10.1111/ijcs.12887

Cited by 4 publications

(3 citation statements)

References 96 publications

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“…Second, we provide evidence that apps may perform a wide range of roles such as connector, coordinator, counselor, enabler, instructor, and watchperson. Interestingly, our typology shares the roles of enabler and coordinator with the typology of roles of service employees outlined by Bowen (2016) and with research on patient empowerment by means of IoT devices (François et al, 2023). However, our work adds the unique roles that result from consumers' interaction with the app-counselor, enabler, instructor, and watchperson.…”

Section: Instructormentioning

confidence: 63%

“…Second, research has overlooked the change in the value co‐creation practices that digital technology activates in consumers (Yap et al, 2021). Third, much of the literature in this domain overlooks the interdependent roles of technology, consumers, and employees that are nested in the service experience (François et al, 2023). In addition, with the notable exception of Čaić et al (2018) and O'Connor et al (2021), very few studies explore the infusion of technologies in the service experience, including health care where its use is growing rapidly (World Health Organization, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Mobile applications (apps) as service provider actors

Orsingher,

McColl‐Kennedy,

Zaki

et al. 2024

Int J Consumer Studies

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Contextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and health care providers (clinicians and professionals), the authors empirically show that digital technology (mobile application—“app” with its companion portal) can perform the roles of a service provider in health care experiences, identifying six key roles. Second, the authors illustrate how apps, as service providers, can potentially transform the health care experience, influencing the roles and forms of interactions with other actors in the service ecosystem. Third, a typology of roles and key functions highlighting interactions and impact of the app and portal on the health care experience is developed. Drawing on institutional logics and role theory, this article aims to provide new insights into service provider roles that are not confined solely to humans. Our goal is to show that apps can undertake a range of roles to enrich interactions and potentially enhance the health care experience. First, the authors provide evidence that an app can perform the roles of connector, coordinator, counselor, enabler, instructor, and watchperson, impacting on the roles of others in the service ecosystem and the health care experience. Then, guidelines to assist organizations in designing a service using an app as a service provider are offered, together with an agenda to guide future research.

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Section: Instructormentioning

confidence: 63%

Section: Introductionmentioning

confidence: 99%

Mobile applications (apps) as service provider actors

Orsingher,

McColl‐Kennedy,

Zaki

et al. 2024

Int J Consumer Studies

View full text Add to dashboard Cite

show abstract

“…In this view, self-efficacy refers to a function of an individual’s abilities, knowledge, and learned skills to achieve a desired goal related to their health [ 40 ]. This results in an increased feeling of control for patients over their health condition [ 41 ]. This is in accordance with the findings of McAllister et al [ 14 ], who posited that patients are empowered when they have behavioral control, that is, when they are able to take action to reduce harm or improve their lives.…”

Section: Introductionmentioning

confidence: 99%

Assessing the Influence of Patient Empowerment Gained Through Mental Health Apps on Patient Trust in the Health Care Provider and Patient Compliance With the Recommended Treatment: Cross-sectional Study

François,

Audrain-Pontevia,

Boudhraâ

et al. 2024

J Med Internet Res

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Background In chronic mental illness, noncompliance with treatment significantly worsens the illness course and outcomes for patients. Considering that nearly 1 billion people worldwide experience mental health issues, including 1 of 5 Canadians in any given year, finding tools to lower noncompliance in these populations is critical for health care systems. A promising avenue is apps that make mental health services more accessible to patients. However, little is known regarding the impact of the empowerment gained from mental health apps on patient compliance with recommended treatment. Objective This study aimed to investigate the impact of patient empowerment gained through mental health apps on patient trust in the health care provider and patient compliance with the recommended treatment. Methods A cross-sectional web-based survey was conducted in Canada. Eligible participants were Canadian adults diagnosed with chronic mental health disorders who were using at least one of the following apps: Dialogue, MindBeacon, Deprexis, Ginger, Talkspace, BetterHelp, MindStrong, Mindshift, Bloom, Headspace, and Calm. A total of 347 valid questionnaires were collected and analyzed using partial least-squares structural equation modeling. Trust in the health care provider and patient compliance were measured with multiple-item scales adapted from existing scales. Patient empowerment was conceived and measured as a higher-order construct encompassing the following 2 dimensions: patient process and patient outcome. All the items contributing to the constructs in the model were measured with 7-point Likert scales. The reliability and validity of the measurement model were assessed, and the path coefficients of the structural model were estimated. Results The results clearly show that patient empowerment gained through mental health apps positively influenced patient trust in the health care provider (β=.306; P<.001). Patient trust in the health care provider had a positive effect on patient compliance (β=.725; P<.001). The direct relationship between patient empowerment and patient compliance was not significant (β=.061, P=.23). Interestingly, the data highlight that the effect of patient empowerment on patient compliance was fully mediated by trust in the health care provider (β=.222; P<.001). The results show that patient empowerment gained through the mental health app involves 2 dimensions: a process and an outcome. Conclusions This study shows that for individuals living with mental health disorders, empowerment gained through mental health apps enhances trust in the health care provider. It reveals that patient empowerment impacts patient compliance but only through the full mediating effect of patient trust in the health care provider, indicating that patient trust is a critical variable to enhance patient compliance. Hence, our results confirm that health care systems could encourage the use of mental health apps to favor a climate that facilitates patients’ trust in health care provider recommendations, possibly leading to better compliance with the recommended treatment.

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