Service blueprint of comprehensive medication management: A mapping for outpatient clinics

Silva, Hágabo Mathyell; Neves, Carina de Morais; Oliveira, Isabela Viana; Cipolla, Carla; Oliveira, Grazielli Cristina Batista de; Nascimento, Yone de Almeida; Oliveira, Djenane Ramalho de

doi:10.1016/j.sapharm.2021.01.006

Cited by 10 publications

(3 citation statements)

References 23 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Human-centered design uses principles and methods from other disciplines, including design, anthropology, sociology, and psychology, to deeply understand the person (such as a patient or family member) for whom a resource or service is being designed. Human-centered design methodologies have been used to design and implement innovative solutions to complex problems across all industries, including health care [7–11]. The goal is to pair what is desired by the person with what is technically feasible and economically viable [12, 13] often by conducting qualitative interviews and observations to understand their experiences, preferences, barriers, and facilitators related to the problem and possible solutions [14].…”

Section: Methodsmentioning

confidence: 99%

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

Romagnoli¹,

Rahm²,

Jonas³

et al. 2023

Public Health Genomics

View full text Add to dashboard Cite

Introduction: A traceback genetic testing program for ovarian cancer has the potential to identify individuals with hereditary breast and ovarian cancer and their relatives. Successful implementation depends on understanding and addressing the experiences, barriers, and preferences of the people served. Methods: We conducted a remote, human-centered design research study of people with ovarian, fallopian tube, or peritoneal cancer (probands) and people with a family history of ovarian cancer (relatives) at three integrated health systems between May and September 2021. Participants completed activities to elicit their preferences about ovarian cancer genetic testing messaging, and to design their ideal experience receiving an invitation to participate in genetic testing. Interview data were analyzed using a rapid thematic analysis approach. Results: We interviewed 70 participants and identified five preferred experiences for a traceback program. Participants strongly prefer discussing genetic testing with their doctor but are comfortable discussing with other clinicians. The most highly preferred experience for both probands and relatives was to discuss with a knowledgeable clinician who can answer questions, followed by directed (sent directly to specific people) or passive (shared in a public area) communication. Repeated contact was acceptable for reminders. Discussion/Conclusion: Participants were open to receiving information about traceback genetic testing and recognized its value. Participants preferred discussing genetic testing with a trusted clinician. Directed communication was preferable to passive communication. Other valued information included how genetic tests help their family and the cost of genetic testing. These findings are informing traceback cascade genetic testing programs at all three sites.

show abstract

Section: Methodsmentioning

confidence: 99%

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

Romagnoli¹,

Rahm²,

Jonas³

et al. 2023

Public Health Genomics

View full text Add to dashboard Cite

show abstract

“…HCD methods were born from and are used 5 extensively in the tech and design industries but have been increasingly used in healthcare innovation. [17][18][19] HCD methodologies include qualitative research to understand and empathize with the user's current experience, use of that deep understanding of the current state to identify innovative solutions, and iterative design and testing of increasingly sophisticated prototypes with end users engaged in every stage.…”

Section: Design and Settingmentioning

confidence: 99%

Genomics in nephrology: identifying informatics opportunities to improve diagnosis of genetic kidney disorders using a human-centered design approach

Romagnoli,

Salvati,

Johnson

et al. 2023

Preprint

View full text Add to dashboard Cite

BackgroundGenomic conditions in nephrology often have a long lag between onset of symptoms and diagnosis. To design a real time genetic diagnosis process that meets the needs of nephrologists, we need to understand the current state of the diagnostic process of genomic kidney disorders, barriers and facilitators nephrologists experience, and identify areas of opportunity for improvement and innovation.MethodsQualitative in-depth interviews were conducted with 16 nephrologists from 7 health systems across the US, with variable levels of experience with genetic testing and diagnosis. Rapid analysis identified themes in the interviews. Themes were then used to develop service blueprints (visual diagrams representing relationships between components of a service) and process maps depicting the current state of genetic diagnosis of kidney disease, helping visualize the current state, along with associated barriers and facilitators.ResultsThemes from the interviews included the importance of trustworthy resources, guidance on how to order tests, and evidence-based recommendations on what to do with results. Barriers included lack of knowledge, lack of access, and complexity surrounding the case and disease. Facilitators, based on current genetic testing services used by participants, included good user experience, straightforward diagnoses, and support from colleagues.DiscussionThe current state of diagnosis of genetic kidney diseases is suboptimal, with information gaps, complexity of genetic testing process, and complexity of disease impeding efficiency. This study highlights opportunities for improvement and innovation to address these barriers and empower clinicians who treat nephrological disease to access and use real time genetic information.

show abstract

“…No entanto, as atividades realizadas no processo do serviço e sua relação com o ambiente construído, são pouco exploradas no servicescape. Frente a isso, uma segunda abordagem é explorada nesta pesquisa, o Service Blueprint, um método de representar o processo do serviço (Kang et al, 2017;Silva et al, 2021) através de um diagrama. Assim, é possível maior compreensão do processo para a gestão do serviço de maneira mais objetiva e quantificável (Shostack, 1984).…”

Section: Introductionunclassified

O serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalar

Quadros

Leitte-Teixeira

Silva

et al. 2022

RSD

View full text Add to dashboard Cite

Acredita-se que a conciergeria hospitalar pode trazer incremento e proporcionar uma melhoria nos serviços prestados. Por fazer parte da experiência do usuário durante a internação em um hospital, o serviço e o ambiente oferecido desempenham importante papel, uma vez que podem impactar no processo de restabelecimento da saúde do paciente. Sendo assim, a atenção à percepção do usuário quanto ao serviço prestado, bem como a identificação de melhorias no serviço oferecido a partir dessas percepções se faz necessária. O presente trabalho objetiva avaliar a percepção dos pacientes sobre as evidências físicas e elementos intangíveis do ambiente de serviços (servicescape) na sua experiência com entrega dos serviços de conciergeria hospitalar, a fim de apontar melhorias na unidade de internação avaliada. Para isso, foi desenvolvido um framework que integra a abordagem do service blueprint da experiência à abordagem do servicescape nas evidências físicas, a partir do qual foi estruturado um questionário aplicado a 100 pacientes e/ou cuidadores (usuários do serviço) para avaliação de percepção dos pacientes, em uma unidade de internação clínico cirúrgica. Os resultados indicam para quais atributos avaliados (tangíveis e intangíveis) os usuários atribuíram nota média mais elevada, indicando maior importância na percepção da avaliação da qualidade do serviço prestado e, em contrapartida, para quais atributos foram atribuídas as menores notas médias, exigindo-se nesses últimos alguma mudança para melhoria na percepção dos usuários do serviço.

show abstract

Service blueprint of comprehensive medication management: A mapping for outpatient clinics

Cited by 10 publications

References 23 publications

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

Human-Centered Design Study to Inform Traceback Cascade Genetic Testing Programs at Three Integrated Health Systems

Genomics in nephrology: identifying informatics opportunities to improve diagnosis of genetic kidney disorders using a human-centered design approach

O serviscape na experiência do usuário: avaliação de percepções em serviços de conciergeria hospitalar

Contact Info

Product

Resources

About