Using Service Blueprints to Visualize Pharmacy Innovations

Holdford, David A.

doi:10.3390/pharmacy7020043

Cited by 9 publications

(5 citation statements)

References 10 publications

(13 reference statements)

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“…This method is used by us as an effective tool for solving the identified problem that arises at the point of interaction between the patient and the nurse. Service design is not just patient orientation, it is a methodology that helps to improve the interaction of medical professionals with patients [Holdford DA. 2019;An S et al, 2020].…”

Section: Discussionmentioning

confidence: 99%

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

Masharipova

Derbissalina

Zhunussova

et al. 2022

NAMJ

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Background. Service design is the activity of planning and implementing changes in medical organizations to improve the quality of medical services. In Europe and the USA, service design is widespread in many large multidisciplinary medical centers. Study design. This article is a description of the experience. Methods. The authors described their own experience of using service design in the field of nursing in a private medical center in Astana. Results. The team from the Astana Medical University chose the topic: “increasing the level of satisfaction of patients with chronic diseases with the quality of nursing care in the organization of primary health care.” We used ready-made tools, reflecting their ideas on paper, flipcharts, posters and stickers. Direct data collection (interviewing and observation) by our team was carried out within one month. The planned number of patients and nurses was 10 people each. The interview focused on the subjective experience of the interviewed patients and nurses, revealing their beliefs, attitudes, level of trust and quality of communication with each other. Then the facilitators collected the completed forms and summed up the results. Thus, the focus of attention was shifted towards the low level of communication skills of nurses, taking into account the repeated complaints of patients about the lack of information about upcoming manipulations (tests, operations, diet, etc.), diseases in general, methods of self-care; lack of empathy and medical ethics. The new goal was aimed at increasing patient satisfaction with the communication skills of polyclinic nurses. To solve this problem, it was decided to conduct a two-hour express training among the nurses of the polyclinic to improve the communication skills of nurses by implementing the NURSE protocol. Conclusions. Service design has been applied for the first time in the healthcare industry of Kazakhstan as an innovative tool for improving patient-centered nursing care.

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Section: Discussionmentioning

confidence: 99%

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

Masharipova

Derbissalina

Zhunussova

et al. 2022

NAMJ

View full text Add to dashboard Cite

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“…Researchers MMM, EMH, and MMB engaged in discussions and evaluations, a process designed to ensure reflexivity and enhance the overall credibility of the findings. Barriers and strategies were effectively presented in the stages of a customer-centered service blueprint [ 49 ], a representation that aptly illustrated the sequential flow of the service and highlighted key junctures within the customer journey that encountered challenges and were subsequently targeted for intervention ( S4 Appendix ) [ 50 ]. These include physical evidence and patient/customer actions, frontstage actions, backstage actions, and support processes.…”

Section: Methodsmentioning

confidence: 99%

Integrating design thinking and implementation science principles in delivering a medication review service in the community pharmacy setting—An implementation testing study

Mustafa,

Hatah,

Makmor-Bakry

2024

PLoS ONE

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Background Medication review (MR) services are evidenced-based practices in which a systematic assessment of a patient’s medication is conducted, primarily aiming to optimize drug therapy and minimize adverse drug events through pharmacist interventions. Although studies show that MR services are effective, the implementation of MR services in Malaysia has been challenging due to several barriers. An MR services blueprint was developed to be adapted to the Malaysian community pharmacy setting as part of tailoring strategies. Objective Through utilizing the design thinking triple diamond model and implementation science principles, a powerful guide for healthcare researchers and stakeholders to assist with effective service implementation, this study aimed to evaluate the implementation testing and observe the effectiveness of the developed MR service blueprint. Method The study utilizes an effectiveness-implementation Type 3 hybrid implementation science framework conducted from May 2021 to April 2022. Employing a qualitative ethnographic approach, researchers observed pharmacy study sites during the implementation of MR services. Both qualitative and quantitative data were collected across exploration, preparation, testing, and operational phases. Implementation outcomes evaluated include phases, reach, fidelity, acceptability, as well as implementation barriers and strategies. MR intervention outcomes included service characteristics and the number and type of drug-related problems and interventions offered. Results 17 community pharmacists were invited to pilot the MR service blueprint for six months in their setting. Of this, 78.5% (n = 11) of the pharmacies reached the testing phase, and 36% (n = 4) reached the implementation phase. Fifty-four patients were in the study, giving an implementation reach of 70%. The majority of surveyed patients expressed satisfaction with the service. The total DRP identified was 133, and 64 interventions were provided by the pharmacists. Facilitation strategies such as “Engage stakeholders by creating ownership of the change” and “Equip stakeholders with training” are needed to overcome the barriers. Conclusion This study marked the beginning of successful MR service implementation at Malaysian community pharmacies. Future studies with multi-level partnered strategies are required to reach full implementation and sustainability.

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“…Service plans can more clearly and efficiently communicate complicated service processes to stakeholders than verbal explanations of the services [18]. In research, blueprints can be used to provide details about treatments.…”

Section: Service Blueprintmentioning

confidence: 99%

Applications of Blueprints on Hospital Residency Program

Almaktoom

2023

Migrat. Lett.

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Residency programs are completely essential for medical school students. This pivotal experience enriches students’ education and yields an opportunity to secure jobs. Training local doctors is a laborious endeavor that faces many challenges during the recruitment cycle. Private medical schools have attempted to meet their goals by reducing waste and improving processes. This study aims to investigate the issues that arise in the service flow process on the hospital residency programs and to investigate the impact of risk on the provided service. Service blueprint techniques are applied to examine and provide a comprehensive understanding of hospital residency programs and the underlying resources and processes that make it possible. Data is collected from a private hospital to develop the initial and future service blueprint, providing strategic benefits for the hospital. The study helps in reducing the service process time by almost 90%.

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Using Service Blueprints to Visualize Pharmacy Innovations

Cited by 9 publications

References 10 publications

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

Experience in using the service design in the development of nursing services in the republic of Kazakhstan

Integrating design thinking and implementation science principles in delivering a medication review service in the community pharmacy setting—An implementation testing study

Applications of Blueprints on Hospital Residency Program

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