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Broccoli-haired Maria and elder with tablet Trust and Responsible Growth …
Trust and Responsible Growth
in a Digital Health Startup
Background
serves patients
w/ chronic illneses
some struggle
poor internet access
digital lieracy
a digital health startup
hospitals
AI-supported care coordination platform
Clinicians and employees
question
public commitments
reflected in its operations
3 Perspectives
Authors
Hadani
trustworthiness
corporate responsibility
organizational legitimacy
Coelho and colleagues
relationship
corporate socialobligations
stakeholder perceptions
financial outcomes
Byars and Stranberry
obligation
responsibilities
beyond legal compliance
affected stakeholders
Differences
stakeholder perceptions
and financial outcomes
ethical obligations
doing business responsibly
performance
its value
😒 financial
good reputation alone
doing the right thing❓
example- BetterHelp
in 2023
Federal Trade Commission
online counseling service
$7.8M
partial consumer refunds
prohibited
advertising-related disclosures of health data
allegations
sensitive consumer information
privacy promises
this present case
no, privacy violation
illustrates
why hospital
verify
how patient commiments
implemented
Risks
Difficulties using the platform
existing access problems
unresolved
discourage future use
clinicians and caregivers
additional work
patients
repeated assistance
learning curves
exist
avoidable work
by confusing design
should be addressed
Recommendations
concerns
demonstrate integrity
explain
technical limitations
additional costs honestly
agreeing
on feasible improvements
fulfilling
those commitments
would demonstrate integrity
startup
develop
its values
recruit
qualified employees
with varied professional
and personal background
give
their perspectives meaningful influence
over decisions
working with hospital partners
identify patients
struggled with the platform
stopped using the platform
and reach out to them
patient and clinician representatives
help prioritize
improvements
startup
explain
which recommendations
implemented
or deferred
Privacy practices
include
appropriate access restrictions
employing training
regular review of data use
Importance
employee's concern
commitments
not reflected
in their decisions
gap
image
identity
communicates
image
public commitments
identity
visuble
staffing
product design
resource allocation
