Protocol: Systematic literature review on innovation competence in the service innovation process focused on patient experience

Rosa Milena Gómez-Caballero

doi:10.4995/wpom.20551

Authors

Rosa Milena Gómez-Caballero Universitat Politècnica de València https://orcid.org/0000-0001-8727-5629

DOI:

https://doi.org/10.4995/wpom.20551

Keywords:

protocol, innovation competence, healthcare services, patient experience, systematic review

Abstract

Innovation in services is a necessary requirement to improve the competitiveness of organizations, espe-cially in a globally growing sector like healthcare. However, it is a complex process since services are intangible and co-created with users and other actors who interact through different roles, interests, and capabilities. Additionally, the outcome of the innovation process is expected to be a new or improved ex-perience for the patient and their family, as it is a key indicator in healthcare systems that determines user satisfaction and service quality.

Many studies suggest the application of approaches and tools to innovate in services, but the literature is scarce in linking the innovation process with patient experience and individuals' skills to achieve successful innovation outcomes. This literature review aims to identify the relationship between three theoretical con-structs: the service innovation process, innovation competence, and patient experience, which will establish a theoretical framework for understanding the innovation competence of those involved in the healthcare service innovation process to contribute to collaborative work among ecosystem actors.

This article presents the protocol for the systematic literature review considering previous works related to process improvement in the healthcare sector, attempting to address questions related to research topics and considering future lines outlined in previous reviews. The methodological design of this systematic review is based on recommendations made by authors in the healthcare field, and the recommendations of the PRISMA 2020 statement were also followed.

Downloads

Download data is not yet available.

References

Aria, M., & Cuccurullo, C. (2017). bibliometrix: An R-tool for comprehensive science mapping analysis. Journal of Informetrics, 11(4), 959–975. https://doi.org/10.1016/j.joi.2017.08.007

Aromataris, E., & Riitano, D. (2014). Constructing a search strategy and searching for evidence. American Journal of Nursing, 114(5), 49–56. https://doi.org/10.1097/01.NAJ.0000446779.99522.f6

Bitencourt, C. C., de Oliveira Santini, F., Ladeira, W. J., Santos, A. C., & Teixeira, E. K. (2020). The extended dynamic capabilities model: A meta-analysis. European Management Journal, 38(1), 108–120. https://doi.org/10.1016/j.emj.2019.04.007

Cavalcante, M. B., Hidalgo, A., Carvalho, H. G. de, & Carvalho, G. D. G. de. (2020). Ferramentas de inovação de serviços: uma revisão da literatura. International Journal of Innovation, 8(2), 276–304. https://doi.org/10.5585/iji.v8i2.17409

Cerinšek, G., & Dolinšek, S. (2009). Identifying employees' innovation competency in organisations. In Int. J. Innovation and Learning (Vol. 6, Issue 2). https://doi.org/10.1504/IJIL.2009.022811

Christensen, C. M., Bohmer, R., & Kenagy, J. (2000). Will Disruptive Innovations Cure Health Care? www.hbr.org

Collins, J. M., & Dempsey, M. K. (2019). Healthcare innovation methodology: codifying the process of translating knowledge into better healthcare products, services, and procedures. In Current Opinion in Biomedical Engineering (Vol. 11, pp. 16–21). Elsevier B.V. https://doi.org/10.1016/j.cobme.2019.09.003

Comiskey, C., Coyne, I., Lalor, J., & Begley, C. (2014). A national cross-sectional study measuring predictors for improved service user outcomes across clinical nurse or midwife specialist, advanced nurse practitioner and control sites. Journal of Advanced Nursing, 70(5), 1128–1137. https://doi.org/10.1111/jan.12273

Cooper, R. G. (1990). Stage-Gate Systems: A New Tool for Managing New Products. https://doi.org/10.1016/0007-6813(90)90040-I

Değer, V. B., Doğru, B. V., & Arslan, N. (2023). Evaluation of the organizational innovation and self-efficiency levels of health workers. Acta Scientiarum - Health Sciences, 45. https://doi.org/10.4025/actascihealthsci.v45i1.59107

Dziallas, M., & Blind, K. (2019). Innovation indicators throughout the innovation process: An extensive literature analysis. In Technovation (Vols. 80–81, pp. 3–29). Elsevier Ltd. https://doi.org/10.1016/j.technovation.2018.05.005

Flessa, S., & Huebner, C. (2021). Innovations in health care—a conceptual framework. International Journal of Environmental Research and Public Health, 18(19). https://doi.org/10.3390/ijerph181910026

Frow, P., McColl-Kennedy, J. R., Hilton, T., Davidson, A., Payne, A., & Brozovic, D. (2014). Value propositions: A service ecosystems perspective. Marketing Theory, 14(3), 327–351. https://doi.org/10.1177/1470593114534346

Gerke, D.-M., Uude, K., & Kliewe, T. (2023). Co-creation and societal impact: Toward a generic framework for research impact assessment. Evaluation. https://doi.org/10.1177/13563890231195906

Hart, S., Hultink, E. J., Tzokas, N., & Commandeur, H. R. (2003). Industrial Companies' Evaluation Criteria in New Product Development Gates Background and Research Questions. https://doi.org/10.1111/1540-5885.201003

Janamian, T., True, A., Dawda, P., Wentzel, M., & Fraser, T. (2022). Co-creating education and training programs that build workforce capacity to support the implementation of integrated health care initiatives. Medical Journal of Australia, 216(S10), S9–S13. https://doi.org/10.5694/mja2.51526

Jennings, N., Clifford, S., Fox, A. R., O’Connell, J., & Gardner, G. (2015). The impact of nurse practitioner services on cost, quality of care, satisfaction and waiting times in the emergency department: A systematic review. In International Journal of Nursing Studies (Vol. 52, Issue 1, pp. 421–435). Elsevier Ltd. https://doi.org/10.1016/j.ijnurstu.2014.07.006

Kable, A. K., Pich, J., & Maslin-Prothero, S. E. (2012). A structured approach to documenting a search strategy for publication: A 12 step guideline for authors. Nurse Education Today, 32(8), 878–886. https://doi.org/10.1016/j.nedt.2012.02.022

Kim, E. J., Nam, I. C., & Koo, Y. R. (2022). Reframing Patient Experience Approaches and Methods to Achieve Patient-Centeredness in Healthcare: Scoping Review. In International Journal of Environmental Research and Public Health (Vol. 19, Issue 15). MDPI. https://doi.org/10.3390/ijerph19159163

Kimble, L., & Massoud, M. R. (2017). WHAT DO WE MEAN BY INNOVATION IN HEALTHCARE? In Citation: EMJ Innov. http://www.merriam-webster.com/ https://doi.org/10.33590/emjinnov/10314103

Lee, D. H. (2019). A model for designing healthcare service based on the patient experience. In International Journal of Healthcare Management (Vol. 12, Issue 3, pp. 180–188). Taylor and Francis Ltd. https://doi.org/10.1080/20479700.2017.1359956

Marin-Garcia, J. A. (2018). Development and validation of Spanish version of FINCODA: an instrument for self-assessment of innovation competence of workers or candidates for Jobs. WPOM-Working Papers on Operations Management, 9(2), 182–215. https://doi.org/10.4995/wpom.v9i2.10800

Marin-Garcia, J. A., Andreu Andres, M. A., Atares-Huerta, L., Aznar-Mas, L. E., Garcia-Carbonell, A., González-Ladrón-de-Guevara, F., Montero Fleta, B., Perez-Peñalver, M. J., & Watts, F. (2016). Proposal of a Framework for Innovation Competencies Development and Assessment (FINCODA). WPOM-Working Papers on Operations Management, 7(2), 119-126. https://doi.org/10.4995/wpom.v7i2.6472

Marin-Garcia, J. A., Garcia-Sabater, J. J., Garcia-Sabater, J. P., & Maheut, J. (2020). Protocol: Triple Diamond method for problem solving and design thinking. Rubric validation. WPOM-Working Papers on Operations Management, 11(2), 49-68. https://doi.org/10.4995/wpom.v11i2.14776

Marin-Garcia, J. A., González-Ladrón-de-Guevara, F., Garcia-Ortega, B., Santandreu-Mascarell, C., Atarés, L., Aznar-Mas, L. E., Fernandez Diego, M., Insfran, E., Abrahao, S. M., & Juarez-Tarraga, A. (2023). Protocol paper: Needs analysis for the development of innovation competence in higher education remote learning environments. WPOM-Working Papers on Operations Management, 14(2), 76–100. https://doi.org/10.4995/wpom.18118

Marin-Garcia, J. A., Vidal-Carreras, P. I., & Garcia-Sabater, J. J. (2021). The role of value stream mapping in healthcare services: A scoping review. In International Journal of Environmental Research and Public Health (Vol. 18, Issue 3, pp. 1–25). MDPI AG. https://doi.org/10.3390/ijerph18030951

Martinez-Tomas, J., & Marin-Garcia, J. A. (2019). What does the wage structure depend on? Evidence from the national salary survey in Spain. WPOM-Working Papers on Operations Management, 13(1), 35–63. https://doi.org/10.4995/wpom.16808

OCDE. (2005). Manual de Oslo. Directrices para la recogida e interpretación de información relativa a innovación.

OECD. (2018). Manual de Oslo. OECD. https://doi.org/10.1787/9789264304604-en

Omachonu, V. K., & Einspruch, N. G. (2010). Innovation in Healthcare Delivery Systems: A Conceptual Framework. In The Innovation Journal: The Public Sector Innovation Journal (Vol. 15, Issue 1).

Owens, K. M., & Keller, S. (2018). Exploring workforce confidence and patient experiences: A quantitative analysis. Patient Experience Journal, 5(1), 97–105. https://doi.org/10.35680/2372-0247.1210

Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., Shamseer, L., Tetzlaff, J. M., Akl, E. A., Brennan, S. E., Chou, R., Glanville, J., Grimshaw, J. M., Hróbjartsson, A., Lalu, M. M., Li, T., Loder, E. W., Mayo-Wilson, E., McDonald, S., … Moher, D. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. In The BMJ (Vol. 372). BMJ Publishing Group. https://doi.org/10.1136/bmj.n71

Ramirez Bayarri, L., Marin-Garcia, J. A., & Atares Huertas, L. (2016). How has been assessed the innovation competency in companies and universities? WPOM-Working Papers on Operations Management, 7(2), 140-167. https://doi.org/10.4995/wpom.v7i2.6886

Robinson, K. A., & Dickersin, K. (2002). Development of a highly sensitive search strategy for the retrieval of reports of controlled trials using PubMed. In International Journal of Epidemiology (Vol. 31). https://doi.org/10.1093/ije/31.1.150

Schrappe, M., Müller, H., & Hecker, R. (2020). Patient safety: current problems and challenges. In Internist (Vol. 61, Issue 5, pp. 470–474). Springer Medizin. https://doi.org/10.1007/s00108-020-00779-z

Wolf, J. A., Marshburn, D., & Lavela, S. L. (2014). Defining Patient Experience. Patient Experience Journal, 1(1), 7–19. https://doi.org/10.35680/2372-0247.1004

Wu, J., Wang, Y., Tao, L., & Peng, J. M. (2019). Stakeholders in the healthcare service ecosystem. Procedia CIRP, 83, 375–379. https://doi.org/10.1016/j.procir.2019.04.085

Yélamos, C., Sanz, A., Marín, R., & Martínez-Ríos, C. (2018). Experiencia del paciente: Una nueva forma de entender la atención al paciente oncológico. Psicooncologia, 15(1), 153–164. https://doi.org/10.5209/PSIC.59184