Service Design Approach to Elevate the Patient Experience during Home X-Rays

Parikh, R. M.; Shrivastav, Santosh Kumar

doi:10.1017/pds.2022.135

Cited by 2 publications

(2 citation statements)

References 13 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Design thinking considers three broad categories of touchpoints in services: physical, digital, and human touchpoints [118]. They all play an important role in the service process and are an important indicator of service experience [119]. As shown in Figure 5, in this study, service contact points can be summarized as: registration, information transparency, doctor communication and attitude, inspection and treatment environment, medicine collection and follow-up procedures, etc.…”

Section: Service Touchpoint Analysismentioning

confidence: 99%

Research on the Experience of Influencing Elements and the Strategy Model of Children’s Outpatient Medical Services under the Guidance of Design Thinking

2023

View full text Add to dashboard Cite

Faced with the generally poor experience in pediatric outpatient in China, under the guidance of design thinking, based on the analysis and research of the main elements affecting child outpatients’ medical service experiences, this study proposes a set of strategic models that can improve child outpatients’ medical service experiences. Specifically, this study takes Shanghai Xinhua Hospital as a research case, combined with SPSS data statistics software, and comprehensively uses preliminary field research methods, questionnaire descriptive analysis methods, questionnaire satisfaction analysis methods, and questionnaire principal component analysis (PCA) methods as well as the structured interview method; thus, the main elements affecting child outpatients’ medical service experiences were obtained. Then, according to the main elements, a set of child outpatient medical service strategy models is proposed to improve child outpatients’ medical service experiences. Finally, the effectiveness of the strategy model is tested through satisfaction analysis and simulation case verification. The model is a people-centered, sustainable strategic model. With the support of design thinking, the strategic model takes the experience of children as the core improvement point, which is able to fully protect the rights and demands of child patients. At the same time, this strategy model can also reduce the workload of doctors, improve the operational efficiency of hospitals, promote a more equal distribution of medical resources, and reduce medical service costs. More importantly, it also encourages patients and their families to communicate and express their opinions to medical professionals, which can greatly reduce the tension between doctors and patients and effectively avoid doctor–patient conflicts. This has important implications for the sustainability of healthcare. However, this strategy model is only a guiding strategy for improving outpatient care for children. It does not provide detailed solutions around certain specific issues and specific implementations. At the same time, it is not a complex engineering design system but only provides a reference for improving children’s medical services in terms of strategic logic.

show abstract

Section: Service Touchpoint Analysismentioning

confidence: 99%

Research on the Experience of Influencing Elements and the Strategy Model of Children’s Outpatient Medical Services under the Guidance of Design Thinking

2023

View full text Add to dashboard Cite

show abstract

“…From the touchpoints, the user's preconceptions and perceptions are shaped, they are redirected, and their experience is defined about whether or not to use a service again. A study on the remote use of x-rays demonstrated how SD could improve service (Parikh & Shrivastav, 2022), and during the analysis, it was reported that healthcare organizations and providers have little experience in identifying touchpoints to understand the patient experience. Thus, SD can support how the elements of a service are related by understanding the interrelation of each touchpoint rather than viewing them as static relations.…”

Section: Using Service Design To Analyze Experiencesmentioning

confidence: 99%

Telemedicine services in Brazil: using service design to analyze experiences

Farias,

Cipolla

2023

Linköping Electronic Conference Proceedings

View full text Add to dashboard Cite

Due to its long regulatory process, telemedicine is an immature service modality in Brazil. With the coronavirus pandemic, users experienced for the first time remote care in the face of quarantine and social isolation. This study analyzes the experience of beginner users in telemedicine services during the period of the COVID-19 pandemic. The analysis was based on the context of service design where people were interviewed and tools such as blueprint, user profile and brainstorming were used in the process. With these tools, the analysis process became agile to identify the complaints and expectations of users by visually understanding the services used. The results highlight touchpoints categories and lessons learned regarding the experience with telemedicine in a fortuitous period. Understanding the experiences of those involved help researchers and service providers design new telemedicine services considering this current practice in Brazil.

show abstract

Service Design Approach to Elevate the Patient Experience during Home X-Rays

Cited by 2 publications

References 13 publications

Research on the Experience of Influencing Elements and the Strategy Model of Children’s Outpatient Medical Services under the Guidance of Design Thinking

Research on the Experience of Influencing Elements and the Strategy Model of Children’s Outpatient Medical Services under the Guidance of Design Thinking

Telemedicine services in Brazil: using service design to analyze experiences

Contact Info

Product

Resources

About