Solicited diaries as a means of involving patients in development of healthcare services

Elg, Mattias; Witell, Lars; Poksińska, Bozena; Dahlgaard‐Park, Su Mi

doi:10.1108/17566691111146050

Cited by 24 publications

(31 citation statements)

References 41 publications

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“…Likewise, the ideas in healthcare are often unique, innovative, and come from patients' perspective. Patients' contributions showed that through the diaries, they were able to provide ideas and experiences with a variety of aspects (Elg et al, 2012(Elg et al, , 2011. Without a good process for managing these contributions, patients' efforts will be for naught.…”

Section: Learning From Diaries -Making It Workmentioning

confidence: 99%

“…This raises important questions: Who should have permission to read the diaries; how should diaries be stored; how to ensure that the blog diary data did not reach unintended readers. This is an overall complicating factor for patient involvement in healthcare service innovation (Elg et al, 2011).…”

Section: Handling Diary Data -Ensuring No Harmmentioning

confidence: 99%

“…Patients share complaints, experiences and emotions, and have innovative ideas (Elg et al, 2012(Elg et al, , 2011. Patients' contributions concern a range of aspects, from healthcare staff manners, to ideas concerning self-care, to administrative routines.…”

Section: What Healthcare Providers Can Learn From Patientsmentioning

confidence: 99%

“…The methodology proposed pen and paper, blogs, and phone as the means for data collection (Elg et al, 2011). The crucial point of the method was that patients may submit thoughts in situ, where and when the care takes place (Kristensson et al, 2004).…”

Section: Learning From Diaries -Making It Workmentioning

confidence: 99%

“…The thesis proposes one method based on diaries, through which patients provided ideas and experiences, as a practical tool in service innovation (Elg et al, 2011(Elg et al, , 2012, Articles 2 and 3). The process is divided into three phases: Preparation, execution, and learning (Elg et al, 2012).…”

Section: Involving Patients In Service Innovationmentioning

confidence: 99%

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Patient involvement and service innovation in healthcare

Engström¹

2014

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This thesis adds to a stream of research suggesting that healthcare can be more patient centered and efficient by redefining the role of the patient from a passive receiver to a more active and collaborative participant. This may relate to healthcare provision (Anderson and Funnell, 2005;Berry and Bendapudi, 2007;Bitner and Brown, 2008;McColl-Kennedy et al., 2012;Nordgren, 2008) and innovation (Bate and Robert, 2006;Groene et al., 2009;Longtin et al., 2010). Through research initiative containing four healthcare units and 68 patients, the present thesis combines healthcare research (e.g., Anderson and Funnell, 2005;Nelson et al., 2002) with service research (e.g., Grönroos, 2006; Lusch, 2008, 2004) to explore three aspects of patient involvement and service innovation.Firstly, the concept of patient involvement itself is investigated through an extensive literature review of empirical research on patient involvement. A model describing the antecedents, forms and consequences of patient involvement is proposed. What value is, and how patients can co-create value is discussed from the perspectives of healthcare research and service management thought.Secondly, the thesis proposes a diary-based methodology for involving patients in service innovation. My colleagues and I developed the methodology in collaboration with the participating care providers and applied it in practice. We used the experiences we gained from the project and the contributions from the patients to examine the opportunities for user involvement in service innovation. The participants contributed with ideas and insights stemming from their experiences in their contact with healthcare and other resources. We suggest the following three ways of learning from the collected data: As ideas for improvements; through summary reports to illustrate other quantitative data; and as narratives to promote change. Thirdly, the thesis explores patients' motivations to participate in service innovation, a hitherto unexplored field. Through an analysis of patients' contributions and interviews with participants we found that there are a number of factors that motivate patients to participate and that participation is perceived as a social-and meaning-laden event. Patients derive psychological well-being and support from participation, but disease was sometimes a barrier to participation. This thesis elaborates on how the most motivated users can be involved in service innovation, applying thinking from the lead-user methodology to a healthcare setting.Overall, the thesis explores patient involvement from new perspectives and, by doing so, adds to our collective efforts to improve healthcare. viii Key words: Patient Involvement, participation, co-creation, patient empowerment, user involvement, patient centered care, motivation, user experiences, co-creation, service development, service innovation, service design, health care, lead users, diary, value ix SAMMANFATTNING Denna avhandling syftar till en mer patientcentrerad och effektiv sjukvård. Den bid...

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Section: Learning From Diaries -Making It Workmentioning

confidence: 99%

Section: Handling Diary Data -Ensuring No Harmmentioning

confidence: 99%

Section: What Healthcare Providers Can Learn From Patientsmentioning

confidence: 99%

Section: Learning From Diaries -Making It Workmentioning

confidence: 99%