Healthcare service innovation based on information technology: The role of social values alignment

Josianne Marsan, Luc Audebrand, Anne-Marie Croteau, Gabrielle Magnin

Abstract


The electronic personal health record (ePHR) is an information technology (IT) de- signed for patients’ empowerment in health self-management. Its actual implementation remains less than expected due to two main barriers that must be addressed by ePHRs’ providers: lack of trust in providers with regards to data privacy and lack of flexibility of the tool. In this study, we suggest that to potentially overcome these two challenges, ePHRs could be provided by health cooperatives (co-ops) in collaboration with open source devel- opment communities that share similar values. Based on the concept of social alignment that focuses on values, we explore the potential social bi-alignments between the values underlying the mission of health co-ops and the purpose of ePHRs, and between the founda- tional values of health co-ops and open source development communities. We also explore the effect of such potential social values alignments on health co-ops’ interest in innovat- ing with an ePHR-based service. To achieve our research objectives, 17 interviews were conducted in health co-ops in Quebec, a province of Canada where the network of health co-ops is particularly active. Our findings show that the concept of social values alignment is useful in the context of ePHR-based service innovation in health co-ops. However, our data analysis shows that social values alignment is not sufficient for healthcare service innovation to happen. Indeed, our findings lead us toward the concept of organizational readiness to better understand what is required to increase the likelihood of ePHR-based service innovation in health co-ops. This study culminates with the undertaking of theo- retical development where we propose a conceptual model of IT-based service innovation in healthcare organizations by expanding on our findings and on insights from the liter- ature. 


Keywords


Social values alignment, Organizational readiness, Healthcare service in- novation, Electronic personal health record (ePHR), Open source community.

Full Text:

 Subscribers Only

References


Agarwal, R.; Angst, C.M.; DesRoches, C.M.; Fischer, M.A. (2010), “Technological viewpoints (frames) about electronic prescribing in physician practices”, Journal of the American Medical Informatics Association, Vol. 17, n° 4, p. 425-431.

Aksulu, A.; Wade, M. (2010), “A Comprehensive Review and Synthesis of Open Source Research”, Journal of the Association of Information Systems, Vol. 11, n° 11, p. 576-656.

Andrews, L.; Gajanayake, R.; Sahama, T. (2014), “The Australian General Public’s Perceptions of Having a Personally Controlled Electronic Health Record (PCEHR)”, International Journal of Medical Informatics, Vol. 83, n° 12, p. 889-900.

Ant Ozok, A.; Wu, H.; Garrido, M.; Pronovost, P.J.; Gurses, A.P. (2014), “Usability and Perceived Usefulness of Personal Health Records for Preventive Health Care: A Case Study Focusing on Patients' and Primary Care Providers' Perspectives”, Applied Ergonomics, Vol. 45, n° 3, p. 613-628.

Archer, N.; Fevrier-Thomas, U.; Lokker, C.; McKibbon, K.A.; Straus, S.E. (2011), “Personal Health Records: A Scoping Review”, Journal of the American Medical Informatics Association, Vol. 18, n° 4, p. 515-522.

Bergeron, F.; Raymond, L.; Rivard, S. (2004), “Ideal Patterns of Strategic Alignment and Business Performance”, Information & Management, Vol. 41, n° 8, p. 1003-1020.

Brassard, M.-J. (2012), “Portrait des coopératives de santé au Québec”, Conseil québécois de la coopération et de la mutualité, Lévis, QC, Canada.

Chan, Y.E.; Reich, B.H. (2007), “IT alignment: What Have We Learned?”, Journal of Information Technology, Vol. 22, n° 4, p. 297-315.

Christensen, C.M.; Bohmer, R.; Kenagy, J. (2000), “Will Disruptive Innovations Cure Health Care?”, Harvard Business Review, Vol. 78, n° 5, p. 102-112.

Cocosila, M.; Archer, N. (2014), “Perceptions of Chronically Ill and Healthy Consumers about Electronic Personal Health Records: A Comparative Empirical Investigation”, BMJ Open, 4 e005304.

Cram, W.A. (2012), “Aligning Organizational Values in Systems Development Projects”, Management Research Review, Vol. 35, n° 8, p. 709-726.

Croteau, A.-M.; Bergeron, F. (2001) “An Information Technology Trilogy: Business Strategy, Technological Deployment and Organizational Performance”, Journal of Strategic Information Systems, Vol. 10, n° 2, p. 77-99.

Croteau, A.-M.; Bergeron, F.; Raymond, L. (2001), “Comportements stratégiques, choix et gestion des systèmes d’information: Contribution à la performance”, Systèmes d’Information et Management, Vol. 6, n° 4, p. 5-17.

Croteau, A.-M.; Li, P. (2003), “Critical Success Factors of CRM Technological Initiatives”, Canadian Journal of Administrative Sciences, Vol. 20, n° 1, p. 21-34.

Croteau, A.-M.; Raymond, L. (2004), “Performance Outcomes of Strategic and IT Competencies Alignment”, Journal of Information Technology, Vol. 19, n° 3, p. 178-190.

Cullen. J. (2008), “Catalyzing Innovation and Knowledge Sharing: Librarian 2.0”, Business Information Review, Vol. 25, n° 4, p. 253-258.

DeSanctis, G.; Poole, M.S. (1994), “Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory”, Organization Science, Vol. 5, n° 2, p. 121–147.

Dewar, R.; Dutton, J. (1986), “The Adoption of Radical and Incremental Innovations: An Empirical Analysis”, Management Science, Vol. 32, n° 11, p. 1422-1433.

Dubé, L.; Paré, G. (2003), “Rigor in Information Systems Positivist Case Research: Current Practices, Trends, and Recommendations”, MIS Quarterly, Vol. 27, n° 4, p. 597-636.

Dunn, J.R. (1988), “Basic Cooperative Principles and their Relationship to Selected Practices”. Journal of Agricultural Cooperation, Vol. 3, n° 1, p. 83-93.

Eby, L.T.; Adams, D.M.; Russell, J.E.; Gaby, S.H. (2000), “Perceptions of organizational readiness for change: Factors related to employees' reactions to the implementation of team-based selling”, Human relations, Vol. 53, n° 3, p. 419-442.

Eisenhardt, K.M. (1989). “Building Theories from Case Study Research”, Academy of Management Review, Vol. 14, n° 4, p. 532-550.

El-Mekawy, M.; Rusu, L.; Perjons, E. (2015), “An evaluation framework for comparing business-IT alignment models: A tool for supporting collaborative learning in organizations”, Computers in Human Behavior, Vol. 51, October, p. 1229-1247.

Eynaud, P. (2006). “La gouvernance des organisations à but non lucratif et les technologies de l'information et de la communication”, Systèmes d'Information et Management, Vol. 11, n° 1, p. 23-44.

Fitzgerald, B. (2006), “The Transformation of Open Source Software”, MIS Quarterly, Vol. 30, n° 3, p. 587-598.

Gargeya, V.B.; Brady, C. (2005), “Success and failure factors of adopting SAP in ERP system implementation”, Business Process Management Journal, Vol. 11, n° 5, p. 501-516.

Gillham, B. (2000), “Case study research methods”, Continuum, London, UK.

Girard, J.P. (2014), “How are Co-ops and Mutuals Boosting Innovation & Access Worldwide? An International Survey of Co-Ops and Mutuals at Work in the Health and Social Care Sector,” The Canadian CED Network, Montreal, QC, Canada.

Gosain, S. (2003), “Looking through a Window on Open Source Culture: Lessons for Community Infrastructure Design”, Systèmes d’Information et Management, Vol. 8, n° 1, p. 11-42.

Gutierrez, O.; Zhang, W. (2007), “Information Systems Research in the Nonprofit Context: A New Frontier”, Proceedings of the Americas Conference on Information Systems, Keystone, Colorado, USA.

Hartley, J. (2004), “Case Study Research”, in: C. Cassell, G. Symon (Eds.), Essential Guide to Qualitative Methods in Organizational Research, Sage, London, UK, p. 323-333.

Hébert, R.; Prémont, M.C. (2010), “Les coopératives santé : entre compétition commerciale et solidarité sociale”, Revue juridique Thémis, Vol. 44, n° 3, p. 273-323.

Henderson, J.C.; Venkatraman, N. (1993), “Strategic Alignment: Leveraging Information Technology for Transforming Organizations”, IBM Systems Journal, Vol. 32, n° 1, p. 4-16.

Hertog, P.D.; Gallouj, F.; Segers, J. (2011), “Measuring Innovation in a “Low-Tech” Service Industry: The Case of the Dutch Hospitality Industry”, The Service Industries Journal, Vol. 31, n° 9, p. 1429-1449.

Huba, N.; Zhang, Y. (2012), “Designing Patient-Centered Personal Health Records (Phrs): Health Care Professionals' Perspective on Patient-Generated Data”, Journal of Medical Systems, Vol. 36, n° 6, p. 3893-3905.

International Co-operative Alliance (2015), “Co-operative Principles”, ICA Review, Vol. 88, n° 4, http://www.uwcc.wisc.edu/icic/orgs/ica/pbs/review/ICA-Review-Vol--88-No--4--19951/Co-operative-Principles--ICA-Review-19951.html. [last accessed February 19, 2016]

Janamanchi, B.; Katsamakas, E.; Raghupathi, W.; Gao, W. (2009), “The state and profile of open source software projects in health and medical informatics”, International Journal of Medical Informatics, Vol. 78, n° 7, p. 457-472.

Johansen, M.A.; Henriksen, E. (2014), “The Evolution of Personal Health Records and their Role for Self-Management: A Literature Review”, Studies in Health Technology and Informatics, Vol. 205, n° 1, p. 458-462.

Jones, D.A.; Shipman, J.P.; Plaut, D.A.; Selden, C.R. (2010), “Characteristics of Personal Health Records: Findings of the Medical Library Association/National Library of Medicine Joint Electronic Personal Health Record Task Force”, Journal of the Medical Library Association, Vol. 98, n° 3, p. 243-249.

Kerns, J.W.; Krist, A.H.; Longo, D.R.; Kuzel, A.J.; Woolf, S.H. (2013), “How Patients Want to Engage with their Personal Health Record: A Qualitative Study”, BMJ Open, Vol. 3, n° 7, e002931.

Kopanitsa, G.; Taranik, M. (2014), “Applying Open Source Data Visualization Tools to Standard Based Medical Data”, Studies in Health Technology and Informatics, Vol. 200, n° 1, p. 155-157.

Krukowski, A.; Barca, C.; Vogiatzaki, E.; Rodríguez, J. (2014), “Patient Health Record (PHR) System”, in: K. Maharatna, S. Bonfiglio (Eds.) Systems Design for Remote Healthcare, Springer, New York, NY, p. 173-200.

Lafky, D.B.; Horan, T.A. (2011), “Personal Health Records: Consumer Attitudes Toward Privacy and Security of their Personal Health Information”, Health Informatics Journal, Vol. 17, n° 1, p. 63-71.

Lapointe, L.; Rivard, S. (2005), “A Multilevel Model of Resistance to Information Technology Implementation”, MIS Quarterly, Vol. 29, n° 3, p. 461-491.

Lerdahl, E. (2008), “Staging for Creative Collaboration in Design Teams: Models, tools and methods”, VDM, Saarbrücken, Germany.

Lee, M.L.; Davis, J. (2003). “Evolution of Open Source Software: A Study on the Samba Project”, Systèmes d'Information et Management, Vol. 8, n° 1, p. 43-62.

Lewin, K. (1947), “Frontiers in Group Dynamics: Concept, Method and Reality in Social Science; Social Equilibria and Social Change”, Human Relations, Vol. 1, n° 1, p. 5-41.

Markle Foundation (2003), “Connecting for Health”, New York, NY, USA, p. 58.

Marsan, J.; Pascot, D. (2014), “Le dossier de santé personnel informatisé: Une conceptualisation communautaire multi-niveau (Abridged version)”, Annual Conference of the Administrative Sciences Association of Canada, Muskoka, ON, Canada, p. 101-106.

Miles, M.B.; Huberman, A.M. (1994), “Qualitative Data Analysis: An Expanded Sourcebook”, 2nd ed.; Sage, Newbury Park, CA, USA.

Monkman, H.; Kushniruk, A. (2013), “Considerations for Personal Health Record Procurement”, Studies in Health Technology and Informatics, Vol. 183, n° 1, p. 308-313.

Nazi, K.M. (2010), “Veterans' Voices: Use of the American Customer Satisfaction Index (ACSI) Survey to Identify my Healthevet Personal Health Record Users' Characteristics, Needs, And Preferences”, Journal of the American Medical Informatics Association, Vol. 17, n° 2, p. 203-211.

Novkovic, S. (2008), “Defining the Co-Operative Difference”, The Journal of Socio-Economics, Vol. 37, n° 6, p. 2168-2177.

Or, C.K.; Karsh, B.T.; Severtson, D.J.; Burke, L.J.; Brown, R.L.; Brennan, P.F. (2011), “Factors Affecting Home Care Patients' Acceptance of a Web-Based Interactive Self-Management Technology” Journal of the American Medical Informatics Association, Vol. 18, n° 1, p. 51-59.

Palvia, S.C.; Palvia, P.; Xia, W.; King, R.C. (2011), “Critical Issues of IT Outsourcing Vendors in India” Communications of the Association for Information Systems, Vol. 29, n° 1, p. 204-220.

Paré, G.; Raymond, L.; Ortiz de Guinea, A.; Poba-Nzaou, P.; Trudel, M.-C.; Marsan, J.; Micheneau, T. (2014), “Barriers to Organizational Adoption of EMR Systems in Family Physician Practices: A Mixed-Methods Study in Canada” International Journal of Medical Informatics, Vol. 83, n° 8, p. 548-558.

Patton, M.Q. (2002), “Qualitative Research & Evaluation Methods”, 3rd ed.; Sage Publications, Thousand Oaks, USA.

Pijpers, V.; deLeenheer, P.; Gordijn, J.; Akkermans, H. (2012), “Using Conceptual Models to Explore Business-ICT Alignment in Networked Value Constellations: Case Studies from the Dutch Aviation Industry, Spanish Electricity Industry and Dutch Telecom Industry” Requirements Engineering, Vol. 17, n° 3, p. 203-226.

Pozzebon, M.; Diniz, E.; Jayo, M. (2009), “Adapting the Structurationist View of Technology for Studies at the Community / Societal Levels”, In Dwivedi, Y.K. et al. (Eds), Handbook of Research on Contemporary Theoretical Models in Information Systems. Information Science Reference: Hershey, NY, USA.

Ragin, C.C. (1994), “Constructing Social Research: The Unity and Diversity of Method”, Pine Forge Press, Thousand Oaks, USA.

Richardson, S.M.; Parrish, J.L.; Rosenthal, D.A. (2011), “Toward a Theory of Emergent Leadership for Collaborative Information Systems Development among Social Enterprises”, Proceedings of the Americas Conference on Information Systems, Detroit, Michigan, USA.

Robinson, W.W. (1951), “The Logical Structure of Analytic Induction”, American Sociological Review, Vol. 16, n° 6, p. 812-818.

Reich, B.H.; Benbasat, I. (1996), “Measuring the Linkage between Business and Information Technology Objectives”, MIS Quarterly, Vol. 20, n° 1, p. 55-81.

Reich, B.H.; Benbasat, I. (2000), “Factors that Influence the Social Dimension of Alignment between Business and Information Technology Objectives” MIS Quarterly, Vol. 24, n° 1, p. 81-113.

Sabherwal, R.; Chan, Y.E. (2001), “Alignment between Business and IS Strategies: A Study of Prospectors, Analyzers, and Defenders”, Information Systems Research, Vol. 12, n° 1, p. 11-33

Sahlins, M. (2013), “Culture and Practical Reason”, University of Chicago Press, Chicago, IL, USA.

Schein, E.H. (1996), “Kurt Lewin’s Change Theory in the Field and in the Classroom: Notes Towards a Model of Managed Learning”, Systems Practice, Vol. 9, n° 1, p. 27-47.

Shahrasbi, N.; Paré, G. (2014), “Rethinking the Concept of Organizational Readiness: What Can IS Researchers Learn from the Change Management Field?”, Proceedings of the Americas Conference on Information Systems, Savannah, GA, USA.

Shahrasbi, N.; Paré, G. (2015), “Inside the ‘Black Box’: Investigating the Link between Organizational Readiness and IT Implementation Success”, Proceedings of the International Conference on Information Systems, Fort Worth, TX, USA.

Somner, J.E.; Sii, F.; Bourne, R.; Cross, V.; Shah, P. (2013), “What do Patients with Glaucoma Think about Personal Health Records?”, Ophthalmic and Physiological Optics, Vol. 33, n° 6, p. 627-633.

Stewart, K.J.; Gosain, S. (2006), “The Impact of Ideology on Effectiveness in Open Source Software Development Teams”, MIS Quarterly, Vol. 30, n° 2, p. 291-314.

Swanson, E.B.; Ramiller, N.C. (1997), “The Organizing Vision in Information Systems Innovation”, Organization science, Vol. 8, n° 5, p. 458-474.

Swanson, E.B.; Ramiller, N.C. (2004), “Innovating Mindfully with Information Technology”, MIS Quarterly, Vol. 28, n° 4, p. 553-583.

Tan, F.B.; Gallupe, B.R. (2006), “Aligning Business And Information Systems Thinking: A Cognitive Approach”, IEEE Transactions on Engineering Management, Vol. 53, n° 2, p. 223-237.

Thambusamy, R.; Palvia, P.C. (2011), “IT-based Capabilities, Service Innovation, and Quality in Health Care”, Proceedings of the International Conference on Information Systems, Shanghai, China.

Toivonen, M.; Tuominen. T. (2009), “Emergence of Innovations in Services”, The Service Industries Journal, Vol. 29, n° 7, p. 887-902.

Tzeng, H.M.; Yin, C.Y.; Fitzgerald, K. (2015), “Engaging Patients in Their Care Versus Obscurantism”, Nursing Forum, Vol. 50, n° 3, p. 196-200.

Ullah, A.; Lai, R. (2013), “A Systematic Review of Business and Information Technology Alignment”, ACM Transactions on Management Information Systems, Vol. 4, n° 1, Article no. 4.

Umapathy, K. ; Huang, H. (2015), “A Preliminary Study of Information Technologies Usage in Nonprofit Organizations”, Proceedings of the Americas Conference on Information Systems, Puerto Rico.

Valdez, R.S.; Brennan, P.F. (2015), “Exploring Patients' Health Information Communication Practices With Social Network Members as a Foundation for Consumer Health IT Design”, International Journal of Medical Informatics, Vol. 84, n° 5, p. 363-374.

Weick, K.E. (1979), “The Social Psychology of Organizing”, 2 ed., Addison-Wesley, Reading, MA, USA.

Weiner, B.J.; Amick, H.; Lee, S.Y.D. (2008), “Conceptualization and Measurement of Organizational Readiness for Change: A Review of the Literature in Health Services Research and Other Fields”, Medical Care Research and Review, Vol. 65, n° 4, p. 379-436.

Williams, I. (2011), “Organizational Readiness for Innovation in Health Care: Some Lessons from the Recent Literature”, Health Services Management Research, Vol. 24, n° 4, p. 213-218.

Witell, L.; Snyder, H.; Gustafsson, A.; Fombelle, P.; Kristensson, P. (2016), “Defining Service Innovation: A Review and Synthesis”, Journal of Business Research, Available online 19 January 2016, In Press, doi:10.1016/j.jbusres.2015.12.055

Wynia, M.K.; Torres, G.W.; Lemieux, J. (2011), “Many Physicians are Willing to use Patients' Electronic Personal Health Records, but Doctors Differ By Location, Gender, and Practice”, Health Affairs, Vol. 30, n° 2, p. 266-273.

Yackel, T.R. (2001), “How the Open-Source Development Model Can Improve Medical Software”, Studies in Health Technology and Informatics, Vol. 84, n° 1, p. 68-72.

Yin, R. (2003), “Case Study Research: Design and Method”, Sage, Thousand Oaks, CA, USA.

Zeuli, K.A.; Cropp, R. (2004), “Cooperatives: Principles and Practices in the 21st Century”, University of Wisconsin Extension, Madison, USA.

Zhang, W.; Gutierrez, O.; Mathieson, K. (2010), “Information Systems Research in the Nonprofit Context: Challenges and Opportunities”, Communications of the Association for Information Systems, Vol. 27, n° 1, p. 1-12.

Zhu, Y.; Li, Y.; Wang, W.; Chen, J. (2010), “What leads to post-implementation success of ERP? An empirical study of the Chinese retail industry”, International Journal of Information Management, Vol. 30, n° 3, p. 265-276.




DOI: http://dx.doi.org/10.9876/sim.v22i1.786