Patient Experience to Understand the (Missed) Digitalization of Public Health Service

Le prisme de l'expérience patient pour comprendre la digitalisation (manquée) d'un service de santé public

Jean-Philippe Rivière (), Florence Jacob () and Aurélie Girard ()
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Jean-Philippe Rivière: LS2N - Laboratoire des Sciences du Numérique de Nantes - Inria - Institut National de Recherche en Informatique et en Automatique - CNRS - Centre National de la Recherche Scientifique - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris] - Nantes Univ - ECN - NANTES UNIVERSITÉ - École Centrale de Nantes - Nantes Univ - Nantes Université - Nantes univ - UFR ST - Nantes université - UFR des Sciences et des Techniques - Nantes Université - pôle Sciences et technologie - Nantes Univ - Nantes Université
Florence Jacob: Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université, LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université
Aurélie Girard: LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université, Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université

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Abstract: Healthcare institutions and governments identify the digitalization of medical data as a major asset for healthcare. However, although many countries tried to implement a digital shared medical record, many encountered difficulties. Through the lens of the patient experience, this study aims to understand how pregnant women manage their health records and how they appropriate a new digital tool, called Mon Espace Santé, designed to store and share health documents. The research methodology features projective tools from the Design field (cultural probes) and explicitation interviews as a methodological response to understand how patients perceive value-in-exchange and value-in-use during their pregnancy. While there is real value in the exchange and use of the paper folder, this co-creation of value in the digital folder does not exist. Even worse, there is a destruction of value through the digital platform due to the lack of interest of the medical community over the platform.

Keywords: Value chains; co-production/creation; Design; Technology; Longitudinal research; Mixed method; Patient Experience (search for similar items in EconPapers)
Date: 2023-05-30
Note: View the original document on HAL open archive server: https://hal.science/hal-04355914v1
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Published in AIM- Congrès 2023, May 2023, Dijon, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04355914

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