Cyclical experience‐based design: A proposal for engaging stakeholders in a co‐creative model for primary health care service design

Abstract

Healthcare services face difficulties in using structured methods for service design and having patient participation in such processes. There are few models on healthcare service design and even less focused on Primary Health Care (PHC) in the literature. Therefore, this paper contributes to this domain by presenting the proposal of a co-creative model to design PHC services. The proposed model was constructed based on the study of reference models in PHC and co-design. Plan-Do-Check-Act cycle and the Experience-Based Co-Design approach were used to structure the model. The resulting model contributes to (a) continuous improvement, (b) improvement analysis and registry, (c) identification and solution of PHC users' real needs, (d) community participation and empowerment, (e) creation of experience-focused and patient-centred services. The model's use of co-creation enables patients and PHC staff to understand each other's needs and challenges, and to create together appropriate solutions to their communities and act toward more satisfying services.

The development of the PET@home toolkit: An experience-based co-design method study

“…The sessions followed an iterative approach, resembling the Plan-Do-Check-Act model, which is a circular model promoting continuous improvement of materials and procedures ( Ramos et al, 2022 ). Consensus was reached through group discussions, minimising power differences among group members.…”

Service design activities in health services: A systematic literature review based on ecosystem perspective and transformative approach

“…Although several countries adopt patient participation and involvement policies, as suggested by the World Health Organization-WHO, this process is slow and generally does not put patients first. 22 Previous literature reviews have pointed out the need for a deeper understanding of the use of SD in the healthcare sector, suggesting the existence of gaps in the field. For example, McColl-Kennedy et al, 23 in their review…”

“…According to Chamberlain and Partridge, 3 designers increasingly contribute to innovation in the health field but recognize the challenge of involving managers in SD processes. Although several countries adopt patient participation and involvement policies, as suggested by the World Health Organization—WHO, this process is slow and generally does not put patients first 22 …”