Towards an Evaluation Framework for Inclusive Technological Innovation in Social and Health Care Services

Citation

Wilson-Nash C, Pavlopoulou I, McCabe L & Gibson G (2024) Towards an Evaluation Framework for Inclusive Technological Innovation in Social and Health Care Services. Journal of Business Research, 179. https://doi.org/10.1016/j.jbusres.2024.114704

Abstract
With the COVID-19 pandemic came an influx of digital technologies introduced into the care home sector. Many care homes were not ready for digital changes, and subsequently, the inclusivity of these innovations was variable. We develop a holistic evaluation framework to assess the inclusivity of service innovations, including the well-being of care home residents and employees. We adopt a mixed methods approach using the ‘non-adoption, abandonment, and challenges to scale-up, spread, and sustainability - complexity assessment toolkit’ (NASSS-CAT) to evaluate the introduction of tablet computers into care homes across Scotland and assess the inclusivity of the innovation. The paper offers a theoretical synthesis by indicating how the seven dimensions of the NASSS-CAT can evaluate the six stages of the ladder of inclusive innovation. Results specify how the care home sector could be more inclusive of its residents and staff by co-creating innovation, developing staff training, and supporting the well-being/activities coordinators.

Keywords
inclusive innovation; service innovation; social care; care home

Journal
Journal of Business Research: Volume 179

• Published Version