â€Perfection,†“Micro-Thanks†and “Micro-Ideasâ€: New Crowd-sourcing Concepts to Improve the Patient Experience and Foster Constructive Deliberation on the Web
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Abstract
Crowd-sourcing as a model of distributed problem-solving and product generation has been successfully used in the corporate world to harness the innovations of large numbers of customers who seek to improve upon existing or potential products and services. Crowd-sourcing is challenging in part because potential contributors are busy and because building a new user community on the Web is resource- and time-intensive and therefore any new community faces considerable competition for attention from well-established Web communities such as Twitter, MySpace and Facebook.
To address these challenges, myhealthinnovation.com (MHI) – a project of the Health Strategy Innovation Cell – introduced the twin concepts of “micro-thanks†and “micro-ideasâ€: crowd-generated sparks of insight relating to gratitude or to low-cost, low-tech healthcare innovations. Applying Twitter hash-tags, “#micro-thanks†and “#micro-ideas†feed directly to MHI via Twitter. A visitor to MHI can also build upon and comment on a “micro-thanks†or “micro-ideaâ€.
MHI was conceived to explore, with the public, the role of “the wisdom of the crowds†to generate healthcare innovations. Any visitor can submit ideas, vote, and build upon ideas submitted by other people or upon ideas found on the Web.
Our focus is distinctive: ideas that rise in salience on MHI must be low-cost or no-cost, low-tech or ‘no-tech,’ and be ideas that aim to make the user experience with the healthcare system “perfectâ€. The word “perfect†is deliberately provocative since the concept of “perfection†is seldom associated with the client experience in healthcare. Drawing on insights from other sectors that have undergone dramatic transformative change to serve client needs, notably the hotel industry and the experience of the Four Seasons chain over the past half century, the hypothesis of the Innovation Cell is that by socializing concepts such as “perfection,†“micro-thanks,†and “micro-ideasâ€, Websites such as myhealthinnovation can help to promote a culture of ideas-exchange in which the contributions of visitors are constructive rather than critical. To measure Website success, we therefore seek to assess the degree to which contributions build upon, rather than criticize, existing ideas.
During our presentation, we will demonstrate myhealthinnovation.com as a simple, transparent and experimental approach to harness the potential of the Web for collaborative healthcare innovations. We will also explain why concepts such as “perfection,†“micro-thanks†and “micro-ideas†are ideas worth socializing in order to inspire constructive deliberation to improve the quality of care delivered by healthcare systems and healthcare providers around the world.
To address these challenges, myhealthinnovation.com (MHI) – a project of the Health Strategy Innovation Cell – introduced the twin concepts of “micro-thanks†and “micro-ideasâ€: crowd-generated sparks of insight relating to gratitude or to low-cost, low-tech healthcare innovations. Applying Twitter hash-tags, “#micro-thanks†and “#micro-ideas†feed directly to MHI via Twitter. A visitor to MHI can also build upon and comment on a “micro-thanks†or “micro-ideaâ€.
MHI was conceived to explore, with the public, the role of “the wisdom of the crowds†to generate healthcare innovations. Any visitor can submit ideas, vote, and build upon ideas submitted by other people or upon ideas found on the Web.
Our focus is distinctive: ideas that rise in salience on MHI must be low-cost or no-cost, low-tech or ‘no-tech,’ and be ideas that aim to make the user experience with the healthcare system “perfectâ€. The word “perfect†is deliberately provocative since the concept of “perfection†is seldom associated with the client experience in healthcare. Drawing on insights from other sectors that have undergone dramatic transformative change to serve client needs, notably the hotel industry and the experience of the Four Seasons chain over the past half century, the hypothesis of the Innovation Cell is that by socializing concepts such as “perfection,†“micro-thanks,†and “micro-ideasâ€, Websites such as myhealthinnovation can help to promote a culture of ideas-exchange in which the contributions of visitors are constructive rather than critical. To measure Website success, we therefore seek to assess the degree to which contributions build upon, rather than criticize, existing ideas.
During our presentation, we will demonstrate myhealthinnovation.com as a simple, transparent and experimental approach to harness the potential of the Web for collaborative healthcare innovations. We will also explain why concepts such as “perfection,†“micro-thanks†and “micro-ideas†are ideas worth socializing in order to inspire constructive deliberation to improve the quality of care delivered by healthcare systems and healthcare providers around the world.
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