Report Medical Delta Café: The human factor in healthcare transformation should not be underestimated

Innovating with end-users

"How can we help more people with fewer healthcare professionals?" According to Samantha di Rocco, Innovation Program Manager at Careyn, this is one of the key questions for many healthcare organizations. Within her organization, Di Rocco notices that the willingness to innovate is certainly present. "Over the past years, dozens of innovative solutions for smarter care have emerged from our organization. There was a lot of variation between the innovations. We

learned a lot about the facilitating and inhibiting factors in their implementation. These factors have been categorized into Product, Process, and People. We take them into account during implementation and when choosing innovations."

Concretely, this means paying more attention to the end-user. "Often, this includes both our clients and our healthcare professionals from the older generation. It's important to consider the knowledge and skills of the people using an innovation. This can be done by providing adequate support and making your innovation as user-friendly as possible."

As an example of a successful innovation, Di Rocco mentioned a smart pillbox where the medication dose for the patient is automated. Because the pillbox looks and functions like a clock, it's less stigmatizing. Some elderly even proudly show it to their loved ones. "For further application of innovations, the end-user plays a crucial role."

Sociology of digital healthcare

Innovations can bring about changes, which can lead to uncertainties among end-users. It's important to consider the sociological perspective in digital healthcare transformation as well. Dr. Rik Wehrens is an Associate Professor of Sociology of Digital Healthcare at Erasmus University Rotterdam (ESHPM faculty). In his reflection, he took the attendees through 'the bigger picture'. For example, what are the consequences of digitalization for an existing healthcare process?

To answer such questions, Wehrens suggests using research methods other than just technological and medical ones. "Digitalizing healthcare can, in some cases, lead to uncertainties among healthcare professionals, for example, because some control over the work is lost. Pay attention to this in the development of innovations."

Healthcare transformation: a matter of 'willingness', not 'ability'; that was the topic of discussion at the Medical Delta Café. Wehrens addressed this. "It's true: where there's a will, there's a way. But this doesn't mean that one approach fits all. Sometimes it's better if multiple paths lead to Rome, so that customized care can be provided."

The human factor remains important

How can we achieve positive changes in healthcare more quickly? Does it require a bottom-up or a top-down approach? This was discussed in the subsequent discussion with speakers and the audience. It was noted that there is enough support for innovation within healthcare. Thanks to both bottom-up and top-down thinking, several successful innovations are being implemented in the field. It's also increasingly evident that innovation is a means to engage the younger generation.

The human factor remains important, it was determined. Especially in innovation processes. To achieve this, we need to connect people to drive innovation and occasionally think outside the box. In addition to the medical and technological aspects, the sociological aspect should not be overlooked in innovation. Ethnographic research, where the researcher closely observes daily work practices, can provide valuable insights.

Informal work processes, such as comforting a patient, are irreplaceable. Perhaps we should strive for a 'digital pat on the back', or ensure that healthcare professionals have more time for the human aspect of care through innovation.

Medical Delta Cafés are made possible with the support of the Province of South Holland.