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<p>Foreword by <i>Vincent Dumez</i> xiii</p> <p>Foreword by <i>David Darmon</i> xv</p> <p>Introduction xvii<br /><i>Luigi FLORA, Corinne GRENIER and Frédéric PONSIGNON</i></p> <p><b>Part 1 Crossed Perspectives on Experiential Knowledge 1</b></p> <p>Introduction to Part 1 3<br /><i>Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNON</i></p> <p><b>Chapter 1 User Knowledge, a Key Ingredient for Health Innovation and the Sustainability of our Health Systems 11</b><br /><i>Geneviève CYR and Marie-Pascale POMEY</i></p> <p>1.1 Introduction 11</p> <p>1.2 Innovation 12</p> <p>1.3 Towards open innovation 13</p> <p>1.4 Health innovation 15</p> <p>1.5 Responsible health innovation 15</p> <p>1.6 Participation of patient-caregivers and citizens in innovation 18</p> <p>1.7 Open innovation practices to bring patient-caregivers and citizens to contribute to innovations 20</p> <p>1.8 Conclusion 23</p> <p>1.9 References 23</p> <p><b>Chapter 2 The Experience of Caregivers in Supporting People with Neurodegenerative Diseases 27</b><br /><i>Anaïs CHENEAU and Valérie FARGEON</i></p> <p>2.1 Introduction 27</p> <p>2.2 Theoretical framework 29</p> <p>2.3 Data and method 32</p> <p>2.4 Results 33</p> <p>2.5 Conclusion 41</p> <p>2.6 References 42</p> <p><b>Chapter 3 The Experiential Approach and Alzheimer’s Disease: Including the Spiritual Dimension for a More Global Approach 45</b><br /><i>Ruth Laure ALAMARGUY and Pauline LENESLEY</i></p> <p>3.1 Introduction 45</p> <p>3.2 Alzheimer’s disease: loss or search for meaning? 46</p> <p>3.3 Obstacles to taking the spiritual dimension into account in support 54</p> <p>3.4 Perspectives: ways to approach the overall lived experience 58</p> <p>3.5 Conclusion 59</p> <p>3.6 References 60</p> <p><b>Chapter 4 Rethinking the Organization of SDCCs in Light of the Experience of Volunteers in a State of Great Social Precariousness 65</b><br /><i>Corinne GRENIER</i></p> <p>4.1 Introduction 65</p> <p>4.2 Theoretical framework: social regulation and experiential knowledge 68</p> <p>4.3 A situation to transform: the Boutique Solidarité de Marseille (BSM) of the Abbé Pierre Foundation 71</p> <p>4.4 The intervention-research (IR) approach 75</p> <p>4.5 The transformation of the BSM: the establishment of the Mutual Agreement Contract (MAC) as a regulation tool 76</p> <p>4.6 Analysis of the transformation: more balanced regulations 79</p> <p>4.7 Conclusion 83</p> <p>4.8 Appendix 84</p> <p>4.9 References 86</p> <p><b>Chapter 5 Professional, Team and Digital Identity: The Impact on Patient Experience 89</b><br /><i>Stephanie BEST, Ann DADICH and Sharon WILLIAMS</i></p> <p>5.1 Introduction 89</p> <p>5.2 Conceptual background 91</p> <p>5.3 Patient experience and health and social care professionals’ identity 93</p> <p>5.4 Implications 100</p> <p>5.5 Conclusions 101</p> <p>5.6 References 102</p> <p><b>Chapter 6 Mobilizing the Experience of People with Disabilities: A Necessity in the Transfer of Innovations 107</b><br /><i>Éléonore SÉGARD and Philippe CHERVIN</i></p> <p>6.1 Introduction 107</p> <p>6.2 The transfer of innovations to accelerate the transformation of services: a new approach 109</p> <p>6.3 People’s experience at the heart of the development of ground innovations in the field of disability 112</p> <p>6.4 Taking into account the experience of people with disabilities in the transfer process 112</p> <p>6.5 Implementation 116</p> <p>6.6 Conclusion 117</p> <p>6.7 References 118</p> <p><b>Part 2 Crossed Perspectives on the Impacts on Organizations and Health Systems 121</b></p> <p>Introduction to Part 2 123<br /><i>Corinne GRENIER, Luigi FLORA and Frédéric PONSIGNON</i></p> <p><b>Chapter 7 Reorienting Our Health System towards its Users Thanks to Design Thinking: The Experience of Kaiser Permanente 131</b><br /><i>Inès GRAVEY</i></p> <p>7.1 Introduction 131</p> <p>7.2 A lever for rebalancing powers between users and traditional experts 136</p> <p>7.3 A lever for cultural transformation in the dual bureaucratic and health context 140</p> <p>7.4 Obstacles and facilitators to integration 142</p> <p>7.5 Discussion 143</p> <p>7.6 Appendix: methodology 144</p> <p>7.7 References 146</p> <p><b>Chapter 8 Patient-Centered Care at Public Hospitals: A War of the Worlds? 149</b><br /><i>Marie-Eve LAPORTE, Patrick GILBERT and Karim ZINAÏ</i></p> <p>8.1 Introduction 149</p> <p>8.2 Patient-centered care 150</p> <p>8.3 The theory of economies of worth – a key for understanding tensions 152<</p> <p>8.4 Study of the orthopedics department of a Parisian hospital 153</p> <p>8.5 Conclusion 159</p> <p>8.6 References 159</p> <p><b>Chapter 9 A Brief History of Changes in the Medico-Social Sector over Recent Decades Interview with Marielle Ravot 163</b><br /><i>Luigi FLORA and Marielle RAVOT</i></p> <p>9.1 Introduction 163</p> <p>9.2 Interview 164</p> <p>9.3 The experience 165</p> <p>9.4 Appendix: list of acronyms 180</p> <p>9.5 References 182</p> <p><b>Chapter 10 EPoP: An Approach to Developing Peer Intervention 183</b><br /><i>Sabrina SINIGAGLIA</i></p> <p>10.1 Introduction 183</p> <p>10.2 The EPoP approach: a necessary framework for action 189</p> <p>10.3 The choice of a territorial approach 192</p> <p>10.4 The stabilization of a new function, peer-intervener and of a new mission, peer intervention representatives 199</p> <p>10.5 Presentation of a panel of peer-intervener projects supported by EPoP 201</p> <p>10.6 Conclusion 207</p> <p>10.7 References 208</p> <p><b>Chapter 11 The Potential for Digital Health to Reframe the Role of Compassion in Patient Experience Innovation 211</b><br /><i>Lester LEVY, Ann DADICH and Kevin LOWE</i></p> <p>11.1 Introduction 211</p> <p>11.2 Definitions 213</p> <p>11.3 Compassion in digital health 214</p> <p>11.4 Deconstructing patient experience 216</p> <p>11.5 Blending digital health with the human touch for positive patient experiences 219</p> <p>11.6 Conclusion 220</p> <p>11.7 References 221</p> <p><b>Chapter 12 Help with Prescribing Mobile Health Applications: A Partnership Design 227</b><br /><i>Luigi FLORA, David DARMON, Stephen DARMONI, Julien GROSJEAN, Christian SIMON, Parina HASSANALY and Jean-Charles DUFOUR</i></p> <p>12.1 Introduction 227</p> <p>12.2 ApiAppS research, a response adapted to the times? 230</p> <p>12.3 Design carried out with the participation of citizens 231</p> <p>12.4 Categorization choices and their development during this research 232</p> <p>12.5 A dynamic mobilizing cross-perspectives between patients and doctors 233</p> <p>12.6 Conclusion 235</p> <p>12.7 References 236</p> <p><b>Chapter 13 Beyond the Testimony: Patient Partners and Ongoing Education Program 239</b><br /><i>Yves COUTURIER, Marie-Eve POITRAS, Marie-Dominique POIRIER and Anaëlle MORIN</i></p> <p>13.1 Introduction 239</p> <p>13.2 Train-the-trainer program an effective strategy for professional development in primary care 239</p> <p>13.3 Innovation in the train-the-trainer approach through increased patient participation 241</p> <p>13.4 Study context 242</p> <p>13.5 Theoretical framework 243</p> <p>13.6 Intervention 245</p> <p>13.7 Methodology 246</p> <p>13.8 Results 246</p> <p>13.9 Favorable conditions for full recognition of trainer status for patients in the context of ongoing training 247</p> <p>13.10 An enrichment proposal for the Montreal model 248</p> <p>13.11 Conclusion 250</p> <p>13.12 References 250</p> <p><b>Chapter 14 The Care Partnership: Challenges and Perspectives for Healthcare Systems 253</b><br /><i>Philippe ANHORN</i></p> <p>14.1 Introduction 253</p> <p>14.2 Context and definitions 254</p> <p>14.3 Theoretical foundations of the research 259</p> <p>14.4 Methodology 260</p> <p>14.5 Main research results 260</p> <p>14.6 Conclusion 264</p> <p>14.7 References 268</p> <p>List of Authors 271</p> <p>Index 275</p>

<p><b>Luigi Flora</b> is the Co-director of the Patient and Public Partnership Innovation Center (CI3P) at Université Côte d'Azur, France, where he specializes in patients' experiential knowledge and its complementarity with healthcare professionals.</p> <p><b>Corinne Grenier</b> is Senior Professor HDR at KEDGE Business School, France. Her research concerns the transformation of organizations in the field of healthcare, with regard to an inclusive society.</p> <p><b>Frédéric Ponsignon</b> is Associate Professor of Operations Management at KEDGE Business School, France. He has expertise in customer/visitor/patient experience, process management and quality management.</p>

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