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Beyond "implementation": digital health innovation and service design.
NPJ Digit Med 2018; 1:48ND

Abstract

Digital tools have shown great potential to enhance health services' capacity to achieve the goals of the triple aim (enhance patient experience, improve health outcomes, and control or reduce costs), but their actual impact remains variable. In this commentary, we suggest that shifting from a perspective focused on "implementing" new digital tools in health care settings toward one focused on "service design" will help teams execute more successful digital technology adoption projects. We present value proposition design (VPD) as a service design strategy requiring that stakeholders are brutally honest in determining the value of a new digital tool for their everyday work. Incorporating a perspective focused on how the value proposition of a technology is understood by each team member, and implications for their work routines, will help project teams to better understand how services can be reinvented during technology adoption initiatives. We present the simple heuristic [Tool+Team+Routine] as a reminder of the central considerations that make up a service design initiative, and present an illustrative case scenario of designing the use of a digital care coordination platform in an actual digital technology adoption project. We conclude by outlining two important challenges that need to be addressed to advance service design approaches to technology adoption in health care.

Authors+Show Affiliations

1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 2Institute of Health Policy, Management and Evaluation, University of Toronto, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 2Institute of Health Policy, Management and Evaluation, University of Toronto, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 2Institute of Health Policy, Management and Evaluation, University of Toronto, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 3Department of Medicine, University of Toronto, Toronto, ON Canada. 4Division of General Internal Medicine, St. Michael's Hospital, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 2Institute of Health Policy, Management and Evaluation, University of Toronto, 76 Grenville Street, Toronto, ON Canada.1Institute for Health System Solutions and Virtual Care, Women's College Hospital, 76 Grenville Street, Toronto, ON Canada. 2Institute of Health Policy, Management and Evaluation, University of Toronto, 76 Grenville Street, Toronto, ON Canada.

Pub Type(s)

Journal Article
Review

Language

eng

PubMed ID

31304327

Citation

Shaw, James, et al. "Beyond "implementation": Digital Health Innovation and Service Design." NPJ Digital Medicine, vol. 1, 2018, p. 48.
Shaw J, Agarwal P, Desveaux L, et al. Beyond "implementation": digital health innovation and service design. NPJ Digit Med. 2018;1:48.
Shaw, J., Agarwal, P., Desveaux, L., Palma, D. C., Stamenova, V., Jamieson, T., ... Bhattacharyya, O. (2018). Beyond "implementation": digital health innovation and service design. NPJ Digital Medicine, 1, p. 48. doi:10.1038/s41746-018-0059-8.
Shaw J, et al. Beyond "implementation": Digital Health Innovation and Service Design. NPJ Digit Med. 2018;1:48. PubMed PMID: 31304327.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Beyond "implementation": digital health innovation and service design. AU - Shaw,James, AU - Agarwal,Payal, AU - Desveaux,Laura, AU - Palma,Daniel Cornejo, AU - Stamenova,Vess, AU - Jamieson,Trevor, AU - Yang,Rebecca, AU - Bhatia,R Sacha, AU - Bhattacharyya,Onil, Y1 - 2018/09/20/ PY - 2018/04/17/received PY - 2018/08/03/revised PY - 2018/08/13/accepted PY - 2019/7/16/entrez PY - 2019/7/16/pubmed PY - 2019/7/16/medline KW - Health services KW - Translational research SP - 48 EP - 48 JF - NPJ digital medicine JO - NPJ Digit Med VL - 1 N2 - Digital tools have shown great potential to enhance health services' capacity to achieve the goals of the triple aim (enhance patient experience, improve health outcomes, and control or reduce costs), but their actual impact remains variable. In this commentary, we suggest that shifting from a perspective focused on "implementing" new digital tools in health care settings toward one focused on "service design" will help teams execute more successful digital technology adoption projects. We present value proposition design (VPD) as a service design strategy requiring that stakeholders are brutally honest in determining the value of a new digital tool for their everyday work. Incorporating a perspective focused on how the value proposition of a technology is understood by each team member, and implications for their work routines, will help project teams to better understand how services can be reinvented during technology adoption initiatives. We present the simple heuristic [Tool+Team+Routine] as a reminder of the central considerations that make up a service design initiative, and present an illustrative case scenario of designing the use of a digital care coordination platform in an actual digital technology adoption project. We conclude by outlining two important challenges that need to be addressed to advance service design approaches to technology adoption in health care. SN - 2398-6352 UR - https://www.unboundmedicine.com/medline/citation/31304327/Beyond_"implementation":_digital_health_innovation_and_service_design L2 - https://www.ncbi.nlm.nih.gov/pmc/articles/pmid/31304327/ DB - PRIME DP - Unbound Medicine ER -