Complex interventions and service innovations: development and application of the COMPLETE framework for patient-centered and justice-oriented design

AbstractBackground. The field of implementation research has recently seen considerable, and long overdue, interest in equity, with a strong emphasis on recognizing and responding to disparities in care. The COMPLETE (COMPLEx inTErventions and service innovation)framework is intended to support inclusive intervention and service design. The aim is the development of a patient-centered and justice-informed framework for the design of complex healthcare interventions and innovations in service design.Methods. We undertook three studies. (1) We operationalized constructs from sociological theories of inequality, implementation processes, social roles and expectations, to build a Matrix Model of mechanisms that drive the embedding of disparities in complex healthcare interventions and service innovations. (2) We developed patient-centered and justice-informed principles for design that form a Theory of Change that can be applied in intervention and service design. (3) We then linked the Matrix Model and the Theory of Change together with core elements of theories of prefigurative design and research justice, to build a Transformational Design Cycle for complex interventions and service innovations around a set of critical questions about the implications.Results. The COMPLETE framework focuses on the ways health inequalities and inequities are brought into being by systemic mechanisms within health services; are then propagated and normalized through implementation mechanisms; and are then realized and normalized in practice through institutionalized expectations of patients and caregivers. The framework provides tools to resist the naturalization of inequities and inequalities.Conclusion. We developed a framework for intervention and service design that consists of three components: a conceptual model of the translation of social determinants of health through organizational mechanisms that shape patient and caregivers’ lived experience of disparities in health and healthcare; a transformational theory of change; and a set of principles for design that seeks to place restitution for disparities at its center.